This documentation supports the 21.3 version of Action Request System.

To view an earlier version, select the version from the Product version menu.

Adding people without using templates

As an administrator, you can add people without using templates and define whether an individual is a support staff or a non support staff. Support staff records can be used in  BMC Helix ITSM forms, but a non support staff person needs a profile to log on to the system. Use non support staff records for employees, customers, and vendors. Support staff can use these records to complete forms, such as to indicate a customer who called the help desk to report an incident. Non support staff can record their own requests in the Requester Console.

To create a non support staff without using a template

This procedure shows how to configure the minimum information required to add a profile for a non support staff. Non support staff members include anyone who is not a member of the IT organization or does not create or modify requests in BMC Helix ITSM .

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > People > People, and then click Open. The People form appears.

  3. Enter the person's first name and last name.
  4. Select the client type and a profile status.

    If you select Office-Based Employee, you must select or enter a site in the Site field. If you select Home-Based Employee, you must enter home information about the More Details tab.

  5. Select values for the Client Sensitivity and VIP fields.

    If these fields are left blank, the default values (Standard and No) are used.

    For a non support staff people profile, the Assignment Availability field is not available.

  6. Make sure that Support Staff is set to No.
  7. In the Organization Information area, select the company and enter any optional information.
  8. In the Contact Information area, optionally enter the business phone number. To 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.
  9. Optionally, enter the email address.
    An email address is required to receive email notifications

  10. In the Location Information area, select the site information.
    If you select a site without first selecting a region or a site group, the Region and Site Group fields are automatically filled if the site has been related to the company using these fields.

    A completed General tab of the People form for a non support staff person might appear as shown in the following figure:

  11. Click the Login/Access Details tab.
    1. Enter the login ID for the person to use to access Remedy ITSM applications.

      A non support staff person requires a login ID when:

      • You will be giving the person BMC Helix ITSM  application permissions.
      • Your environment uses  BMC Helix ITSM: Smart IT  in combination with BMC Service Request Management. Service desk agents cannot create service requests for customers that do not have login IDs. For more information about login IDs and Smart IT, see: Submitting service requests .
    2. Enter a password, if required. People who have access to the People form can change their password.
  12. Give the person the appropriate application permissions.
    1. In the Application Permissions area, click Update Permissions Groups
      The Permission Group dialog box appears.
    2. In the Permission Group field, select a permission group to add.
    3. If required, select a license type of Fixed or Floating.

      Important

      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. Click Add/Modify.
    5. Add any other needed permission groups.

      To delete a permission group, select it from the list and click Delete.

  13. When you finish adding permission groups, click Close.
  14. In the License Type field in the Licensing Preferences area, select the Remedy AR System license type to assign.

    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 Configuring FTS by using the Server Information form.

  15. If you are using the Access Restrictions list to restrict access to specific companies, complete the next step. Otherwise, select Yes for the Unrestricted Access check box, the default.

    To give an individual access to information in Remedy ITSM Suite, you must give the individual access to specified companies or select Yes for the Unrestricted Access field.

  16. On the People form, click Save.

To add a support staff without using a template

Support staff members include anyone who is a member of the IT organization or who creates or modifies requests in BMC Helix ITSM . To add a support staff person, you must complete the Person Information area on the top portion of the People form and information about the GeneralSupport Groups, and Login/Access Details tabs.

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation> People> People, and then click Open
    The People form appears.

  3. Enter the person's first name and last name.
  4. Select the client type and a profile status.

    If you select Office-Based Employee, you must select or enter a site in the Site field. If you select Home-Based Employee, you must enter home information about the More Details tab.

  5. Select values for the Client Sensitivity and VIP fields.
    If these fields are left blank, the default values (Standard and No) are used.

  6. In the Support Staff field, select Yes. The Assignment Availability field is set to Yes, which identifies a support staff person as available for assignment requests, such as incidents, problems, and change requests.
  7. Select whether the person is available for assignment.

    By default, this field is set to Yes when you create the People record. When you modify the record you can change this setting. In modify mode, the Assignment field label turns red if you select No and green if you select Yes. You can also set assignment availability for the support groups to which the individual belongs from the Support Groups tab.

  8. In the Organization Information area, select the company and enter any optional information.
  9. In the Contact Information area, optionally enter the business phone number. To 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.
  10. Optionally, enter the email address.
    An email address is required to receive email notifications.

  11. In the Location Information area, select the site.
    If you select a site without first selecting a region or a site group, the Region and Site Group fields are automatically filled if the site has been related to the company using these fields.

  12. If you are using the Remedy Assignment Engine for assignment to individuals by capacity, enter information in the Capacity Rating and Task Capacity Rating fields. The read-only Open Tickets and Open Tasks fields are used to store the number of open tickets and tasks assigned to the individual. A completed General tab of the People form for a support staff person might appear as shown in the following figure.
  13. Select the Login/Access Details tab.
    1. Enter the login ID for the person to use to access Remedy ITSM applications.
    2. Enter a password, if required. Individuals who have access to the People form can change their password.
  14. Give the person Remedy ITSM application permissions:
    1. In the Application Permissions area, click Update Permissions Groups. The Permission Group dialog box appears.
    2. In the Permission Group field, select a permission group for the person.
    3. If required, select a license type of Fixed or Floating.
    4. Click Add/Modify.
    5. Add any other needed permission groups.
    6. When you finish adding permission groups, click Close.
  15. In the License Type field in the Licensing Preferences area, select the Remedy AR System license type to assign.

    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 Configuring FTS by using the Server Information form.

  16. If you are using the Company field to restrict access to specific companies, give the support staff person access to data within the applications by assigning the person to specific companies. Otherwise, select Yes in the Unrestricted Access field.

    Warning

    To give an individual access to information in Remedy ITSM Suite, you must give the individual access to specified companies or select Yes for the Unrestricted Access field.

    A default company access restriction record is created when a company is selected. If you do not want to give a user access to this company, or if a user will be granted Unrestricted Access permission, you can optionally choose to remove the record. The Unrestricted Access permission continues to function whether or not the record is removed.

  17. Relate the person to at least one support group:
    1. Select the Support Groups tab.
    2. On the Support Groups tab, 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 Member and Associate Member. Member means that the person belongs to the support group. Associate Member means that the person has access to modify requests assigned to that support group, but cannot update the Owner and Owner Group fields on the Date / System tab of the Incident form.

      To change the relationship role, click Make Associate Member or Make Member.

    4. Click Add.
    5. A support person can belong to more than one support group. To select the primary support group, select the support group, and then click Set to Default.
    6. To make the person unavailable for assignment such as for requests or incidents, click Mark Unavailablefor each support group to which the person is related.
  18. Select the Functional Role Update tab. You can use this tab to assign functional roles to people within support groups. Selections in lists for the CompanySupport Organization, and Support Group Name fields on this tab appear only if support groups have been related to the person on the Support Groups tab. 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 only be a support group manager for one.
  19. If you need to configure Capacity for the support person, click the the Assignment tab and provide the capacity information. See this posting in BMC Communities for more information about capacity ratings.
  20. Click Close.
  21. Click Save in the People form.

To make the support staff person available for assignments

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation> People> People, and then click Open. The People form appears.
  3. Search for the person.
  4. On the People form for the support staff period, click Resume Availability.

    You can also make an individual available for assignment by selecting Yes in the Assignment Availability field in the People Information section (top half) of the People form. The Assignment Availability field turns green indicating it has been set to Yes.

  5. Click Save.

To make a support staff person unavailable

Occasionally a support staff person might be away from the company for a period of time or assigned to another project or role for a short time. Instead of deleting the support staff person, you might want to just make them unavailable for assignments.

  1. On the People form for the individual you want to make unavailable, select the Support Groups tab.
  2. From the list of support groups on the Support Groups sub-tab, select Mark All Unavailable and click Save.

    This changes the assignment availability to No for all support group relationships, including functional roles. The Assignment Availability field also turns red indicating it has been set to No.
    To set only some of the support group relationships as unavailable, on the Support Groups tab, click Update Support Groups and Roles and click Mark Unavailable for the roles that you want to make unavailable.

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