Defining a helpdesk administrators group

This administrator requires access to all devices, either via the device groups or the device topology.

1. Log on to the console with a super administrator or the admin login.
2. Then go to the Global Settings and the Administrator Groups node.
3. Select the group called Helpdesk Administrators .
4. Go to the Static Objects tab.
5. Click the Edit > Add Object menu item.
   The Select Static Objects pop-up window appears.
6. Under the Top Nodes select the Device Groups entry.
7. Click Add .
   The Properties pop-up window appears.
8. Leave all selections as they are, that is Read access Allowed , and Write and Assign access Denied , and click OK .
9. Click OK to confirm the selected static objects.
10. Go to the Dynamic Objects tab.
11. Click the Edit > Add Results of Query menu item.
    The Select Dynamic Objects pop-up window appears displaying queries that currently exist in the BCM database .

12. Open the folder BMC Client Management database and select the queries All Devices and All Device Groups.
    These queries ensure, that the administrator will be able to see all existing devices and devices as well as those that will be created in the future by any other administrator.

13. Click OK .
    The Properties pop-up window appears.
14. Leave the Read, Write and Assign access as they are, that is Allowed .
15. For the Direct Access Acknowledgement and Remote Control Acknowledgement you have the following possibilities, make your selections according to your company policies:
    1. Direct Access Acknowledgement
       
       • Required
         Select this radio button if system credentials must be provided to access the remote devices.
       • Not Required
         Select this radio button if no system credentials are required to access the remote devices.
       • Respect Windows permissions when accessing files and the Registry
         Check this box if the access rights to the local files and the Windows Registry are to be restricted to those those of the local account.
    2. Remote Control Acknowledgement
       
       • Required
         Select this radio button if system credentials must be provided to access the remote devices in any case.

       • Not Required
         Select this radio button if no credentials are required and then define for which case this selection is applicable: If User Absent , If Session is Closed or both.

         The Inherited option is only of interest if you are defining this profile for an individual administrator instead of a group. In this case you can select this radio button if the access rights are to be inherited from the administrator group(s) the administrator belongs to. As long as the administrator is not a member of a group this option is interpreted as Deny.

16. Click OK to confirm the access rights for the selected queries.
17. The administrator group, that is the specific profile, for this type of administrator is now defined and can be used. It now only remains to add the administrators that are to be equipped with these types of rights.

18. Click Add Administrator .

    Note

    If no administrators are created yet you can also create them directly here by clicking Create Administrator instead.

    The Select an Administrator pop-up window appears.

19. Select the administrator(s) to add to the group.

    Note

    Be aware, that if this administrator is also a member of a group with more extensive access rights, he will ONLY have the rights of this more restrictive group, because the denied right always overwrites the allowed right.

20. Click OK .
    The administrator is now added to the group and assigned with all capabilities and rights accorded to the group and displays in its Members tab.

You can now log off the console and log on again with the administrator login that is a member of this Helpdesk Administrators group and execute the required operations.