The problemcoordinator role is responsible for managing the full lifecycle of a problem record, which includes key communication steps. The "Communicate workaround" and "Communicate fix" actions are integral to this management process. The problemadmin role has all the capabilities of the problemcoordinator in addition to administrative privileges for the Problem Management application. Therefore, both roles have the necessary permissions to perform these communication actions on a problem record.

A. itiladmin: This role is primarily for configuring ITSM applications, not for the day-to-day operational management of individual problem records.

C. problemtaskanalyst: This role is scoped to work on assigned problemtask records and does not have permissions to manage or perform major communications on the parent problem record.

1. ServiceNow Product Documentation - Roles in Problem Management:

The documentation explicitly defines the responsibilities for Problem Management roles. It states that the problemcoordinator [snproblemmanagement.problemcoordinator] "Can manage all problems and problem tasks." The problemadmin [snproblemmanagement.problemadmin] "Has access to all Problem Management features and capabilities

" which includes the coordinator's permissions. This confirms these two roles are responsible for managing the problem

including communications. The problemtaskanalyst is limited to tasks. (ServiceNow Product Documentation

Quebec Release

"Roles in Problem Management").

2. ServiceNow Product Documentation - Problem Management process flow:

The documented process flow for Problem Management shows that communicating a workaround is a key step in the "Diagnose" phase

and communicating a fix is part of the "Resolve and Close" phase. These actions are performed by the user managing the problem

which is the problemcoordinator or problemadmin. (ServiceNow Product Documentation

Utah Release

"Problem Management state model and process flows").