This documentation supports the 20.02 version of Remedy Deployment.
To view an earlier version, select the version from the Product version menu.

Roles and permissions

You can assign users to groups and roles in the AR server to control users' access to the application based on the tasks they need to perform. If you are creating custom groups and roles and not using the default groups created when installing AR, the overall process of providing access has the following steps:

The process does not include the first step if you are using groups and roles that were automatically created during installation. 

Groups are permissions specific to a server while roles are used exclusively in applications. You must map a role to a group based on the level of access you wish to provide to that group. For more information on functional roles and permissions, see the knowledge article - Remedy User Access Guide (Permissions and Functional Roles).

This table includes information about different roles required to run the Remedy ITSM Suite and the respective privileges assigned to each role.

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#RoleApplicationPermissionsPermission groups
1Home Page AdministratorRemedy AR System
  • Specifies the default home page for a server and configures the AR System Customizable Home Page.
2AR Definition AdministratorRemedy AR System
  • Allows read access to the AR System metadata forms.
  • Ability to modify definitions through configurations.
3Licensing AdministratorRemedy AR System
  • Configures and manages system, user and application licenses.
4User AdministratorRemedy AR System
  • Adds and deletes users in the AR System server, manages user permissions and user preferences.
5Reporting AdministratorRemedy AR System
  • Defines who has access to view a report. Views and manages the reports shared by all users.
6Logging AdministratorRemedy AR System
  • Configures and manages the system logs.
7Archive AdministratorRemedy AR System

Configures and manages the archive policies. The Archive Administrator performs the following tasks:

  • Accesses the AR System Archive Manager console

  • Enables and disables system-wide archiving

  • Enables and disables individual archive policies

  • Runs an on-demand archive process

  • Exports and deletes archive data

8Alert AdministratorRemedy AR System
  • Manages alerts in the user alerts list.
9Email Engine AdministratorRemedy AR System
  • Configures the Incoming and Outgoing mailboxes to work with the mail server and manages email templates.
10Application AdministratorRemedy IT Service Management
  • Responsible for the management of the BMC Remedy ITSM applications. However, application administrator is not a user role. Instead, a sample user is provided with the capabilities that include customizing forms, setting access rights for users, and creating configurations. 
11ApproverChange Management
  • Decides whether to approve or reject changes.
12Change coordinatorChange Management
  • Assesses requests for change that originated from Incident Management, Problem Management, Release Management, or Continuity Management
  • Registers changes as needed to handle requests for change
  • Determines the risk and impact for requested changes
  • Prepares implementation plans by creating tasks
  • Monitors the progress of changes
13Change managerChange Management
  • Reviews the risk and impact analysis to ensure that this has been performed thoroughly
  • Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations
  • Ensures that the timing of planned implementations does not conflict with other planned changes or events
  • Obtains approval for changes
14Customer RepresentativeChange Management
  • Ensures that planned application changes are tested before they are transferred to production
15Financial managerChange Management
  • Uses review cost information and prepares periodic charge-back and cost-recovery reports
16Release administratorChange Management
  • Transfers releases after their development in the development environment to the test environment
  • Transfers releases after they have been tested in the test environment to the production environment
17SpecialistChange Management
  • Completes tasks and updates them with relevant information and status changes

18DMT UserData Management
  • Creates jobs, steps, and templates for the companies that they have access to.
  • Able to view all jobs that belong to their companies but they can only modify, cancel, or delete the jobs, steps, and templates that they have created.
  • If required, they can create company-specific templates.
19DMT AdminData Management
  • DMT Admins can create, view, modify, cancel, or delete all jobs, steps, and templates for the companies that they have been given access to (including jobs that have been created by other users).
  • If required, they can create company-specific templates.
20User role for data wizardData Management
  • You need AR Administrator user permissions to run the data wizard.
21ApproverKnowledge Management
  • The Knowledge Management Approver role is the sole functional role that is provided by BMC Knowledge Management.
  • The Knowledge Management Approver role enables you to receive approval requests for publishing, canceling, and retiring knowledge articles, that you can approve or reject in Approval Central.
  • This functional role is usually assigned to senior members of a support group, who possess a high level of technical knowledge.
22ApproverAsset Management

Asset Management approvers perform the following tasks:

  • Approve or reject requests for the acquisition of new items.
  • Approve or reject proposed standard configurations.
23Configuration administratorAsset Management

For CIs for which their support group is responsible, configuration administrators perform the following tasks:

  • Create purchase requisitions.
  • After an item is ordered has been delivered, verify the condition and inform purchasing.
  • Label items after they have been delivered.
  • Keep CIs up-to-date.
  • Maintain the information of external organizations that supply or support items.
  • Maintain CI relationships. These relationships include the relationships between a CI and other CIs, its supplier, its contracts, and the service infrastructures that it is a part of.
  • Manage inventory.
  • Perform bulk updates.
  • Create maintenance schedules and audit schedules for CIs.
24Contract managerAsset Management

Contract managers are responsible for managing IT contracts.  Contract managers perform the following tasks:

  • Create support, warranty, lease, maintenance, and software contract and license information.
  • Relate the contracts to the applicable CIs.
  • Maintain the contract data.
  • Make sure that customers are renewing or renegotiating their contracts.
    In some organizations, the contract manager also takes on the role of software asset manager.
25CustomerAsset Management
  • IT users and other customers place requests for new assets.
26Financial managerAsset Management
  • Financial managers use review cost information and prepare periodic charge-back and cost-recovery reports.
27Purchasing agentAsset Management

Purchasing agents perform the following tasks:

  • Obtain quotes from suppliers for items that have been requested for purchase.
  • Request approval for ordering items after the quotes from suppliers for these items have been collected.
  • Submit purchase orders for items that have been approved for purchase.
  • Update purchase line items after configuration administrators have confirmed the receipt of items for which purchase orders were submitted.

28Software asset managerAsset Management
  • Responsible for optimizing software assets and for managing compliance with software license contracts.
  • Evaluate usage of software licenses to make sure that the organization is not over-purchasing licenses. This role can also be fulfilled by the configuration administrator.
29Support staffService Desk - Incident Management

Service Desk Analysts are usually first-line support staff. A Service desk analyst's responsibilities include:

  • Providing the interface between the service owner organization and its customers
  • Obtaining accurate and complete information from the user when creating the incident request, and doing so efficiently and accurately
  • Resolving as many of their registered incident requests as possible within the limitations of their access rights and their time constraints
  • Ensuring that the incident requests that they have registered, but which they are unable to resolve, are assigned to the most appropriate group for resolution
  • Validating incident request resolutions with their users

Specialists are usually second-line and third-line support staff. They are considered subject matter experts. Their main responsibility is to provide an accurate analysis and a diagnosis of their assigned incident requests to restore service to the affected users. A specialist's responsibilities include:

  • Resolving incident requests
  • Updating incident requests with relevant information and status changes
  • Escalating incident requests, for which resolutions can be implemented only through the change management process, to the owner of the affected service
30ManagerService Desk - Incident Management
  • Monitoring incidents
  • Monitoring open incidents requiring assignment
  • Managing the assignment of incidents to their appropriate support groups for resolution
  • Receiving notifications of incident assignments and escalations
  • Facilitating the resolution of escalated incidents in accordance with the escalation policy
  • Ensuring the resolution of incidents within the support group's service targets
  • Ensuring the overall completeness and accuracy of closed incidents
  • Reviewing reports
  • Ensuring that incidents requiring root cause analysis are copied into Problem Management
  • Managing support group membership
  • Managing scripts, templates, and decision trees
31UserService Desk - Incident ManagementA user is usually an employee who needs assistance from the IT support staff to resolve an incident or implement a change. Anyone in your organization can be a user.User
32Requester consoleService Desk - Incident ManagementUsers of the Requester Console are usually employees who need assistance from the IT support staff. The user or requester is typically an employee in the organization who must have a change implemented or an incident resolved. But any member of your organization can be a requester.User
33Problem coordinatorService Desk - Problem Management

Problem coordinators are responsible for the quality and integrity of the problem management process. Problem coordinators have full access to problem investigations, known errors, and solution entries assigned to their support groups.

34SpecialistService Desk - Problem ManagementSpecialists work on problem investigations, known errors, and solution entries as assignedSupport
35Application administratorService Level ManagementThe application administrator is responsible for installing and configuring BMC SLM, such as creating templates and defining goal types. The application administrator is also responsible for integrating other applications with BMC SLM.Admin
36Service level administratorService Level ManagementThe service level administrator is responsible for defining agreements, service targets, and contracts. This user relies on the SLM Console and Contract Console to perform these activities.Admin
37Reporting administratorService Level ManagementThe reporting administrator is responsible for designing, developing, and scheduling service level reports that meet the needs of the service stakeholders such as service level managers, service providers, business relationship managers, and customers. This user relies on the Reporting Console to perform these activities.Admin
38Service level managerService Level ManagementThe service level manager is responsible for monitoring service levels, identifying trends, periodically reporting to service stakeholders, and assisting in continual service improvements. This user relies mainly on the SLM Dashboards and reports to manage expectations between the service providers (IT organization) and the business users or customers.Manager
39CustomerService Level ManagementThe customer or end user is the consumer of the service. This user relies on the real-time SLM Customer Dashboard and static reports to ensure that the service quality and responsiveness of service providers meet the agreed upon expectations.User
40DevelopersService Level ManagementDevelopers are responsible for customizing the application. For example, these users might want to customize the product using an overlay object or display BMC SLM status in custom applications using web services.-
42UserService Request Management
  • Submits service requests
  • Monitors the status of their requests
  • Makes requests on behalf of other users (entitlement rule and application license are required
43Business managerService Request Management
  • Approves requests as the requester's manager, which is specified in Manager's Name field on the More Details tab of the People form
  • Reviews the consolidated or individual status of service requests in the organization
44BMC Service Request Management application administratorService Request Management
  • Installs and configures the application
  • Configures the connection to the fulfillment application
  • Integrates third-party applications (optional)
  • Performs system-level troubleshooting
45Service catalog managerService Request Management
  • Defines application object templates (AOTs) and process definitions templates (PDTs)
  • Creates service request definitions (SRDs) (requestable services), including service level agreements (SLAs), cost and price, system-level common offerings, and mappings to the process flow from the business
  • Manages the process as SRDs move from draft to approval, and then to deployment
  • Defines entitlement to SRDs (optional)
46Business analystService Request Management
  • Uses the Service Request Designer to create requestable services
  • Defines entitlement to SRDs (optional)
47Service request coordinatorService Request Management
  • Monitors requests in which the service request coordinator is defined as the coordinator, making sure that the requests are executed on time
  • Reviews the approval status of requests
  • Opens the back-end Service Requests form to view the status of service requests and troubleshoot issues with request fulfillment
  • Creates service requests for other users (entitlement rules are required
  • With additional configuration, approves requests
48Fulfillment providerService Request Management
  • Works as the change assignee, incident assignee, or the work order assignee, to make sure that requests are fulfilled properly
  • Completes the assignments required to fulfill requests
49Work order managerService Request Management
  • In large companies, plans and oversees the work order process
  • In small companies, additionally functions as work order assignee who performs the tasks for work orders
  • Tracks work orders
50Work order assigneeService Request Management
  • Implements assigned work orders
  • Creates work order tasks
Create, view
51Process Designer AdminProcess Designer
  • Can create, modify and deploy processes for all Companies the user has access to.
  • Can also map processes to ITSM fulfilment requests (using the process Designer mapping form)
52Process Designer Sub AdminProcess Designer
  • Can create processes and modify non-live processes, but cannot deploy processes or map them to fulfilment requests.
53AIE Definitions AdminAtrium Integrator
  • View, create, and modify data mappings and data exchanges.
  • Manage the BMC Atrium Integration Engine configuration and connection settings.
54AIE UserAtrium Integrator
  • View data mappings and data exchanges.
55AI AdminAtrium Integrator
  • Create, run, delete, schedule, and monitor jobs. 
  • Launch and edit jobs in BMC Atrium Integrator Spoon. 
  • Create data store connection
  • Edit UDM forms
  • Access BMC Remedy AR System Scheduler
  • Access BMC Atrium Integrator Carte server
  • Access to Atrium Integrator Spoon
56AI UserAtrium Integrator
  • Schedule, run, and monitor jobs.
  • View datastore connections.
  • View UDM forms.
  • Access BMC Remedy AR system Scheduler.
  • Access BMC Atrium Integrator Carte server.
57Atrium Foundation ViewerBMC CMDB
  • View records for BMC Atrium Product Catalog products, versions, patches, files, suites, storage (software library items), and signatures.

CMDB Administrator


  • Installing BMC Atrium Core components
  • Determining how to allocate server and database resources
  • Managing BMC Atrium Core access control by assigning permissions for BMC Atrium Core applications and their components
  • Maintaining BMC Atrium Core by adding and deleting users, groups, and roles; backing up BMC Remedy AR System servers; importing data from other systems
59Configuration managerBMC CMDB
  • Loading data BMC Configuration Management Database (BMC CMDB)
  • Dataset handling, working with normalization and reconciliation, working with bmc.asset or the production dataset
  • Set permissions in the CMDB and manage the service catalog
60Application DevelopersBMC CMDB
  • Writing plug-ins and custom clients that use the BMC Atrium Core APIs 
  • Integrating applications with BMC Atrium Core

61CMDB ConsumersBMC CMDB
  • Creating and editing configuration items (CIs)
  • Querying BMC CMDB
  • Simulating the impact of changes to CIs
62Atrium Foundation AdminBMC CMDB
  • View, create, modify, and delete records for BMC Atrium Product Catalog products, versions, patches, files, suites, storage (software library items), and signatures.
  • Add and remove BMC Atrium Product Catalog relationships.
63General AccessBMC CMDB
  • Use BMC Atrium Product Catalog fields and access BMC Atrium Core Product Catalog and DML Online Help.
64Unrestricted AccessBMC CMDB
  • Use BMC Atrium Product Catalog fields and access BMC Atrium Core Product Catalog and DML Online Help.

Related topics

Creating users, groups, and roles

Access control

Adding support staff

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