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User goals and features


This section explains the product roles and responsibilities and provides relevant documentation links.

User role

Responsibilities

Out-of-the-box profiles

Out-of-the-box permission sets

Suggested topics

System administrator

The system administrator installs, upgrades, and configures the BMC Helix Remedyforce product. Additionally, the administrator configures and customizes BMC Helix Remedyforce, including integrations.

Salesforce System Administrator

Remedyforce Administrator

Staff member

The staff member uses the BMC Helix Remedyforce product to manage and resolve incidents and service requests for clients.

ServiceDesk Staff

ServiceDesk Staff

  • Change manager
  • Change initiator
  • Change coordinator

The change manager accepts or rejects change requests along with evaluating incidents and determining if a change request is necessary. Additionally, the change manager also creates change requests and forwards change requests through the appropriate stages of the change management process.

ServiceDesk Change Manager

ServiceDesk Change Manager

  • Release owner
  • Release manager
  • Release approver

The release owner plans, implements, and manages releases.

None

ServiceDesk Release Coordinator

Self Service client

The Self Service client reports an issue or requests a service. The client also searches and views broadcasts and self-help articles to resolve common issues.

ServiceDesk Client

ServiceDesk Client

Related topics

Key-concepts

User-permissions

Managing-profiles

Assigning-permission-sets

 

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