Adding People by using a template

You can create records for both IT support staff and nonsupport staff. A support staff member can belong to many support groups. Nonsupport staff members include anyone who is not a member of the IT organization, or does not create or modify records in BMC Helix ITSM .

You must set up a login ID and password for anyone with access to BMC Helix ITSM , aside from guest access. People information also includes each person's company, organization, business and home addresses, desk location, support groups, and selected additional information.

Related topics

Defining templates for adding People

Resetting a person's password or login ID

To create a People record by using a template

Log in to Mid Tier .
Select Administration Console > Application Administration Console.
From the Application Administration Console, click the Standard Configuration tab, and select the correct company.
Click the Create link next to People.
On the People form, click Select Template.
On the Person Template dialog box, enter the person's first name, middle name, last name, and login ID.
Enter the person's phone number. Click in the phone field and press Enter. You can select a Country Code for a phone number from the list or you can enter one manually. If you omit the phone number, it is set as unknown.
(Optional) Enter the email address.
An email address is required to receive email notifications.
From the list select the appropriate template, and then click Select.
Tip

If your Remedy ITSM system was installed with the optional sample data, some basic People templates were included with it. You can also create your own People templates.

The dialog box closes. A message describes which other fields in the People form are required, based on the template.
Complete the required fields in the People form.
On the People form, click Add.
Click Close.

To add nonsupport staff by using a template

Support staff can use these nonsupport staff records to complete forms, such as to indicate a customer who called the help desk to report an incident. If nonsupport staff have a login ID and password, they can record their own requests on the Requester console.

Log in to Mid Tier .
Select Administration Console > Application Administration Console.
From the Application Administration Console, click the Standard Configuration tab, and select the correct company.
Click the Create link next to People.
On the People form, enter the person's first name and last name.

Select the client type. The following table lists the client types available for selection.

Client type	Information required
Office-based employee, field-based employee, contract	Select or enter a site in the Site field.
Customer, prospect, vendor	Site information is optional.
Home-based employee	You must enter the home information.

(Optional) Select a contact type, such as Sales or Technical Support.
(Optional) Enter the PIN value. PIN value can be alphanumeric and has a maximum length of 30 characters. You can set the length and pattern of the PIN values for the employees of your organization as per your choice.
For example, you can decide to use a PIN value of five characters with one alphanumeric character and four numeric characters.
Use the PIN field only for BMC Helix Platform applications, for example BMC Helix Business Workflows. Make sure you do not use this field for Remedy ITSM applications.
Set Support Staff to No.
Enter the phone number. Click in the phone field and press Enter. You can select a Country Code for a phone number from the list or you can enter one manually. If you omit the phone number, it is set as unknown.
(Optional) Enter the email address.
An email address is required to receive email notifications.
If this person is a home-based employee, enter the home address and phone number.
In the Organization Information area, select the company and, optionally, select the organization and department.
In the Location Information area, select the site. You must select a site for employees, but it is optional for customers and vendors.
To allow this person to log on to the system, perform the following steps:
1. Enter a login ID and password. People who have access to the People form can change their password.
2. Select a license type of either Fixed, Floating, or Bundled.
3. (For the Bundled option) From the Bundled License Type field under the Bundled License tab, select the required license bundle from either of the following options. and then click Add Bundle:
  1. 2007 Pricing Model
  2. 2015 Pricing Model
    When bundled licenses of 2015 license model are used, only one bundled license type can be assigned.
Click Add.
If you entered a login ID and password for this person, you must confirm the password.
To add more nonsupport staff records, repeat steps 3 through 13.
When you are finished adding people records, click Close.
If you want to enable full text search, go to the FTS tab of the AR System Administration: Server Information form. For more information, see Enabling and disabling full text search.

Nonsupport staff typically do not need access to applications. They can create and modify requests from the Requester console. From the Requester console they can access only their own records. If you grant them access to applications and you have multiple companies; however, you might want to restrict their access.

To add support staff by using a template

On the Standard Configuration tab of the Application Administration Console, select the correct company.
Click the Create link next to People. The People form appears.
Complete the fields with the following exception: for Support Staff, select Yes.
When you set Support Staff to Yes, the Support Groups tab appears. For support staff, you must complete the Login/Access Details tab and the Support Groups tab.
Give the person the appropriate application permissions.
1. In the Application Permissions area on the Login/Access Details tab, click Update Permissions Groups. The Permission Group dialog box is displayed.
2. In the Permission Group field, select a permission group to add.
3. Select a license type of either Fixed, Floating, or Bundled.
  Important
  - If you change the license type for an application, the license type is updated with no warning message.
  - If you change the license type of a people record multiple times, from Bundled to other, the permissions on the People form and User form for the people record are mismatched.
4. (For the Bundled option) From the Bundled License Type field under the Bundled License tab, select the required license bundle from either of the following options and then click Add Bundle:
  1. 2007 Pricing Model
  2. 2015 Pricing Model
    When bundled licenses of 2015 license model are used, only one bundled license type can be assigned.
5. Click Add/Modify.
6. Repeat b through d to add additional permission groups, if required.
7. You can delete permission groups by selecting them from the list and clicking Delete.
8. When you finish adding permission groups, click Close.
If you are restricting the access of support staff to certain companies, continue with the steps that follow. Otherwise, select Yes in the Unrestricted Access field.
To give an individual access to information in Remedy ITSM, you must give the individual access to specified companies or select Yes for the Unrestricted Access field. If you specify both companies and unrestricted access, unrestricted access overrides the specific companies specified.
To restrict access to specific companies:
1. In the Access Restrictions area, click Update Access Restrictions. The Access Restrictions dialog box appears.
2. In the Access Restriction field, select a company to which you want the person to have access.
  Depending on the database you are using, if you add more than 100 companies to a person's group list, you might experience unexpected results. This is caused by the list size exceeding the GroupList field length. The GroupList field is limited by the maximum varchar size for your database. This size varies for database servers and vendors and between versions of the same database. Experience shows that for databases with a maximum varchar size of 4 KB you can add approximately 100 entries (Companies, Support Groups, and Permissions, or all three) to a user's group list.
3. Click Add/Modify.
4. If you want the person to have access to multiple companies, repeat b through c.
5. Click Close.
Relate the person to at least one support group:
1. Click the Support Groups tab. By default, the Support Groups sub-tab is also selected.
2. Click Update Support Groups and Roles. The Update Support Group Memberships and Roles form appears.
3. In the Add Support Group Relationship area, select the Company, Support Organization, Support Group, and Relationship Role.
  The relationship roles are informational only:
  Member
  The person belongs to the support group.
  Associate Member
  The person has access to modify requests assigned to that support group.
4. Click Add.
  To change the relationship role, select the relationship from the Current Support Group Relationship(s) list and click Make Associate Member or Make Member.
5. If the person belongs to multiple support groups, select the primary support group record from the Current Support Group Relationship(s) list and then click Set to Default.
6. To make the person unavailable for assigning to requests or incidents, select each related support group from the Current Support Group Relationship(s) and click Mark Unavailable.
To add support group functional roles, click the Functional Role Update tab. You can use this tab to assign functional roles to people within support groups. Functional roles extend access granted by permissions groups, but only for specific support groups that are used within Remedy ITSM. For example, someone might be a member of two support groups but is a support group manager for only one. However, the individual could also be a support group manager for all of the support groups to which the individual is assigned. For example, one individual could be assigned all of the following functional roles: Infrastructure Change Manager for the Change Management support group, Incident Manager for the Incident Management support group, and Problem Coordinator for the Problem Management support group.
To assign the person to a functional role in a support group:
1. Select the Company, Support Organization, and Support Group Name.
  Items in these lists appear only if support groups were related to the person on the Support Group Update tab.
2. Select a Functional Role for update.
3. Click Add. The functional role appears in the table at the bottom of the dialog box.
4. Repeat steps a through c until you have added all of the functional roles.
Click Close.
In the People form, click Add.
Confirm this person's password.
To add more support staff records, repeat steps 3 to 10.
When you are finished adding support group memberships and roles, click Close.

To update permissions for support staff

Use the following procedure to add permissions permissions or to change them.

On the Standard Configuration tab of the Application Administration Console, select the correct company.
Click the View link next to People.
The People form appears.
Give the person the appropriate application permissions, as listed below.
1. In the Application Permissions area on the Login/Access Details tab, click Update Permissions Groups.
  The Permission Group dialog box is displayed.
2. In the Permission Group field, select a permission group to add.
3. If required, select a license type of Fixed or Floating.
4. Click Add/Modify.
5. Repeat b through d to add additional permission groups, if required.
6. When you finish adding permission groups, click Close.
Click Save and then click Close.

To grant access to BMC Helix Innovation Studio bundles

As an administrator select the required BMC Helix Innovation Studio applications that the user can access and tailor. After you grant the access to these applications, the user can log in to BMC Helix Innovation Studio and can access and tailor only those applications.

From the Application Administration Console, click the Custom Configuration tab.
From the Application Settings list, select Foundation > People > People, and click Open.
On the People form, you can perform the following tasks:
- To create a new person data, perform the following steps:
  1. Click New request.
  2. Enter the details in the required fields.
- To search for an existing person data, perform the following steps:
  1. Click New search.
  2. Enter search criteria in the fields based on which you want to perform the search, and click Search.
  3. From the table, select the record.
Select Login/Access Details > IS Bundle Access.
In the Login ID field if the login id is not added for the selected person record, enter the login id.
Click Update IS Bundle Access.
On the IS Bundle Access form, from Bundle Access list, select the bundle that the person data can access and tailor, and click Add/Modify.
Click Close and Save.

To grant IS application licenses

As an administrator, use the IS Application Licenses tab to assign BMC Helix Innovation Studio application licenses to users, so that the users can legally use these applications. Only those users with an appropriate license can see and use the application. The users without a license cannot log in to the application or see it in BMC Helix Innovation Studio , and therefore cannot customize it.

Important

Make sure, you have the administrator permissions or a License Administrator role to grant IS application licenses.

From the Application Administration Console, click the Custom Configuration tab.
From the Application Settings list, select Foundation > People > People, and click Open.
On the People form, you can perform the following tasks:
- To create a new person data, perform the following steps:
  1. Click New request.
  2. Enter the details in the required fields.
- To search for an existing person data, perform the following steps:
  1. Click New search.
  2. Enter search criteria in the fields based on which you want to perform the search, and click Search.
  3. From the table, select the record.
Select Login/Access Details > IS Application Licenses.
In the Login ID field if the login id is not added for the selected person record, enter the login id.
Click Update IS Application License.
On the IS Application License form, from IS Application License list, select the required licenses, and click Add.
Click Close and Save.

Understanding People profiles video

Disclaimer

Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

https://youtu.be/XlYu183Xivg

Assigning permissions for Remedy Deployment Application

The AR System Administrator uses the LIC:SYS-License Permission Map form to assign roles for Remedy Deployment Application:

Open the LIC:SYS-License Permission Map form.
In the Permissions Group field, select the permission group that you have created for the Package Creator and Package Deployer on the Group form.
Permission Group ID* field is auto-populated.
Set the License Required field to None.
In the Navigation Tier 1 field, enter AR System.
Select Status as Enabled.
Click Save.

Member	The person belongs to the support group.
Associate Member	The person has access to modify requests assigned to that support group.