This documentation supports the 23.3 version of BMC Helix ITSM Asset Management.

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

Relating people, organizations, and groups to CIs

In the Mid Tier  interface, you can relate more than one person, organization, or support group to configuration items (CIs). You can also relate different people or groups to the same CI, with different roles and also relate a CI to people who manage, support, or own the CI. For example, if you provide a new salesperson with a laptop, you can relate that person to the laptop. And, if you know the support group responsible for repairing laptops, you can also relate that support group to the laptop. 


Related topic

Extending access to additional CI people organization relationships Open link

In a multitenancy environment, a user can access a CI record only if one of the following conditions is met:

  • The user belongs to the same company as the CI.
  • On the People tab, you create a Supported by or Used by relationship to a people organization. The user is a member of the same company as the people organization.
  • The user has unrestricted access to all companies.

Permissions required to modify a CI

The following users can modify a CI:

  • The user with the Asset Admin permission can modify any CI that the user can access.
  • The user with the Asset User permission must be a member of the support group that is associated with the CI by the Supported by role. 
  • The admin can provide a row-level write security permission to the users of a group to modify the CIs. For more information, see  Setting the Normalization Engine permissions for multi-tenancy Open link .

After you create the relationship, you can modify the role assigned to the record. For more information about modifying the role, see Modifying an assigned role for people, organizations, or groups related to a CI.

To relate a person, an organization, or a group to a CI

  1. In Mid Tier, open a CI, as described in Searching for tickets, assets, resources, and people in BMC Helix ITSM Open link .
  2. Click the People tab, and click Add.
    On the Relate People form, existing people relationships are displayed in the Current People Relationships section.

  3. In the Select Type section, select the required the person, organization, or group and follow the steps in the table below:

    Type of contact

    Description

    Steps to select the contact

    People

    You can give the CI access to individual people.
    1. From the Type list, select People.
    2. To make this person the primary contact for the CI, select Yes, and click OK.
    3. In the Search People Criteria section, select or enter the appropriate details and search for the person you want to relate.
    4. Click Search.
    5. From the results, select the desired person record. To select multiple records, press the CTRL key and select the desired record.

    Important: The People records with Profile Status set as Obsolete, do not appear in the search results.

    People organization

    You can give CI access at a department level, organization level, or company level. When you give access at a department level only, people from that department can access the CI. When you give access at an organization level or a company level, all the people from that organization or company, including all departments get access to the CI.

    Use People organization to relate people by their company, organization, or department.

    1. From the Type list, select People Organization.
    2. In the Search Organization section, select or enter the appropriate details for the organization or department.
    3. Click Search.
    4. Select a record from the results table and choose a relationship level.
      The relationship level defines who can access the CI. For example, if you have related a CI at the company level, all employees of that company can access the CI.

    Support group

    You can give CI access to a support group. All the people within the support group get access to the CI.

    Important: You must have Asset Admin permissions to create a CI. If you have Asset User permissions, you can modify a CI only if it is related to your support group. Your administrator (or any person with Asset Admin permissions) can relate the CI to your support group.

    1. From the Type list, select Support Group.
    2. In the Search Support Group section, select or enter the appropriate details for the support group.
    3. Click Search.
    4. Select a record from the results table.
  4. In the Select Role section, select the role that the person, organization, or department performs in relation to the CI.
    The various options are:
    • Approved by — The individual who approved the CI.

    • Created by — The individual who created the CI.

    • Managed by — The individual who manages the CI.

    • Owned by — The owner of the CI.

    • Supported by — The people who support the CI. To modify the CI, you must be a part of the supported group. 

    • Used by— The people who are the users of the system. This role gives you the additional ability to access the CI at an organization, company, or department level. It also gives you the access to the CI from other applications (for example, Incident Management or Change Management). The Used By role is also used by software license management for compliance.

      All the roles can be used in the approval process of a CI. For more information, see  Configuring approval mappings for people and support groups based on the CI related to a release Open link .

  5. Click Add.
    The related record appears on the People tab on the CI Information form.

To modify an assigned role for people, organizations, or groups related to a CI

  1. In Mid Tier, open a CI, as described in Searching for tickets, assets, resources, and people in BMC Helix ITSM Open link .
  2. Click the People tab.

  3. Select the record that contains the role you want to modify, and click Modify Role.

  4. In the Relate People dialog box, select the new role and click OK.

The role that the person, organization, or department performs in relation to the CI is updated to the new role that you selected.

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