Setting up roles and permissions
User access in BMC Helix Business Workflows is determined based on the users’ responsibilities in your organization and the functional areas in which they work.
BMC Helix Business Workflows consists of various functional areas, such as Knowledge Management, Service Level Management, Case Management, and so on, that require users to have specific permissions to perform an action in these areas.
Roles for functional area permissions
Out-of-the-box, BMC Helix Business Workflows provide roles that grant users the permission required to perform actions in the functional areas. For example, users who need to publish knowledge articles externally must be assigned a Knowledge Management role.
Functional roles for grouping functional area permissions
To eliminate the need to assign individual functional area permissions (roles) to users, BMC Helix Business Workflows provides functional roles. Functional roles are a combination of the roles providing users with permissions for performing actions across the functional areas. Assigning functional roles ensures that only the authorized users can perform actions in the product.
For example, an organization might require an agent to only review, update, and approve knowledge articles that are added to a knowledge base. In this case, the administrator assigns the agent the Knowledge Coach functional role only, that provides them with the access to manage knowledge articles but restricts their access to cases.
The following figure lists the major tasks and key responsibilities of each functional role:
The following table lists the different actions that you can take to learn about user permissions, add users, and assign functional roles and permissions:
|Learn about responsibilities and permissions of a case agent.||Responsibilities and permissions of a Case Agent|
|Learn about responsibilities and permissions of a case manager.||Responsibilities and permissions of a Case Manager|
|Learn about responsibilities and permissions of a case business analyst.||Responsibilities and permissions of a Case Business Analyst|
|Learn about responsibilities and permissions that are required Knowledge Management.||Responsibilities and permissions for Knowledge Management|
|Learn about the functional roles that you can assign to a user in addition to the primary role.||Roles in BMC Helix Business Workflows|
|Add more users to the product.||Adding users in BMC Helix Business Workflows|
|Assign functional roles to case agents so that case agents have additional permissions to perform certain tasks.||Assigning functional roles and permissions|
Assign permissions to users to access BMC Helix Digital Workplace Catalog.
|Assigning permission and functional role to manage the Catalog|