Creating an orchestration user account in BMC Remedy IT Service Management Suite

After BMC Remedy AR System and BMC Remedy ITSM environment is installed and up and running, you must create BMC Remedy ITSM user account to be used by the BMC Service Desk Automation run book. 

You need to create an account for BMC Atrium Orchestrator to create and update change and incident tickets in BMC Remedy ITSM. The account:

  • Must have administrator privileges so that multiple sessions can be active at the same time.
    BMC Atrium Orchestrator - BMC Remedy AR System actor and monitor adapters use the same account at the same time.
  • Must have permission to read, create, and modify the change, incident, task and work order records.
  • Must be dedicated to the BMC Atrium Orchestrator, and not used by other users or applications.

To create a user account

To create a BMC Remedy user account for the solution, perform the following steps:

  1. Log on to the BMC Remedy ITSM system with administrative privileges.
  2. From the IT Home page, go to the Administrator Console > Application Administration Console.
  3. On the Standard Configuration tab, from the Configuration for company list, select your company.
  4. Select People > Create.
  5. On the People form, enter information in the mandatory fields, as described in the following table:



    First Name

    Enter Atrium as the first name for the user account.

    Last Name

    Enter Orchestrator as the last name for the user account.

    Client type

    Select a client type.

    For example, Office-Based Employee.

    Support Staff

    Select Yes

    After you select the Support Staff option as Yes, the Support Groups tab is displayed.

    You must provide the Login ID, Password, application permissions, and a
    relationship with a support group to create a user account.

    Phone Number

    Enter a phone number.


    Select the company.


    Select a site.

     The following figure shows the People form used to create a user account.

  6. On the Login/Access Details tab, complete the fields listed in the following table.
    Login/Access Details tab fields.


    Login ID

    Enter the account name. 

    For example, enter Orchestration.

    Note: While you can provide any login ID for the user,
    BMC recommends you use the login ID that helps in identifying the user required for BMC Atrium Orchestrator.


    Enter a password.

    License Type

    Select Fixed.

  7. On the Application Permissions table, click Update Permission Groups.
    The following figure shows the Permissions Group dialog box.

  8. In the Permission Group window, add the following permission groups with their associated License Type.
    The License Type must be set to 
    Fixed, where applicable.

  9. On the Permission Group dialog box, select the specified group from the Permission Group list to add the permission groups with their associated License Type. 
    The License Type must be set to 
    Fixed, where applicable. 
    Consult the following table to provide the required permissions to the user account.

    Permission GroupPermission

    AR System







    • Infrastructure Change Config
    • Infrastructure Change Master


    Cost manager

    Note: If you select the Asset Admin permission, the Cost Manager permission is required.


    Config group mapping admin

    Config categorization admin


    Incident Config

    Incident Master



    Release Config


    • Entitlement Administrator
    • Request Catalog Manager
    • SRM Administrator
    • Work Order Config
    • Work Order Master
    • TaskManager
    • Task Administrator
    • Task User

    For more information about the permission groups in BMC Remedy ITSM, see Permission groups in BMC Remedy ITSM documentation.

  10. Click the Support Groups tab.
  11. Click Update Support Groups and Roles.
  12. Select the Support Organization as IT Support.
  13. Select the Support Group Name as Service Desk.
  14. Select the Relationship Role as Member.
  15. Click Add.
  16. Click the Functional Role Update tab.
  17. Select the Support Organization as IT Support.
  18. Select the Support Group Name as Service Desk.
  19. Select the following Functional Roles for the account.
    Consult the following table to select the roles for the account.

    Functional role groupRoles
    FoundationSupport Group Admin Support Group Manager
    ChangeInfrastructure Change Approver
    Infrastructure Change Coordinator
    Infrastructure Change Manager
    IncidentIncident Manager
    RequestRequest Approver SRD Approver Work Order Assignee Work Order Manager
  20. Click Add.
    You are asked to confirm your password for the account. 
  21. Enter the password.
    The orchestration account is created. 

Where to go from here

After you create the orchestration user account with the suitable permissions, you must create a service and a navigational category for the service

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