Roles in BMC Helix Business Workflows

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 IS persona only, that provides them with the access to manage knowledge articles but restricts their access to cases.

Related topics

Quick start for internal supplier administrators Open link

Primary roles in BMC Helix Business Workflows

BMC Helix Business Workflows has the following primary roles:

  • Case business analyst: Configures line of business, configures and manages templates, assignments, notifications.
  • Case manager: Manages a team of case agents and views reports.
  • Case agent: Creates cases, reviews open cases, responds to cases, and creates and maintains knowledge articles.

The following figure lists the major tasks and key responsibilities of each functional role:


Fixed, Floating, or Bundled type platform licenses must be assigned to users to onboard them to BMC Helix Business Workflows. These licenses are different from the purchased or subscribed commercial licenses. These licenses are the configuration permissions that are assigned for enabling users to access applications and modules.

Learn how to assign the roles from the Application Administration Console in Remedy Mid Tier in Assigning IS Personas to People data Open link .

BMC Helix Business Workflows does not support functional roles such as Multi-cloud Service Owner and Unrestricted access. These roles are not applied in BMC Helix Business Workflows even if you assign the roles to a user.

Bundle access required for case business analyst

A case business analyst requires access to the following IS bundles to configure settings in BMC Helix Business Workflows:

  • com.bmc.dsm.attachment-service-lib

  • com.bmc.dsm.bwfa


  • com.bmc.dsm.cognitive-lib

  • com.bmc.dsm.catalog-lib

  • com.bmc.dsm.edm


  • com.bmc.dsm.flowsets-lib

  • com.bmc.dsm.knowledge

  • com.bmc.dsm.notification-lib


  • com.bmc.dsm.shared-services-lib

  • com.bmc.dsm.shared-components-lib

  • com.bmc.dsm.slm-lib


  • com.bmc.dsm.task-lib

  • com.bmc.dsm.ticketing-lib

Learn how to assign bundle access in Adding People by using a template Open link > To grant access to BMC Helix Innovation Studio.

Assigning permissions and a functional role to manage the Catalog

A Case Catalog Administrator creates and maintains services in BMC Helix Digital Workplace Catalog. The Case Catalog Administrator provides services to users and reviews the status of requests.

Usually, only a case catalog administrator can access BMC Helix Digital Workplace Catalog to create services. However, a company might want to give other agents (case agents, case managers, or case business analysts) access to BMC Helix Digital Workplace Catalog so they can create and publish services in it.

For information about BMC Helix Digital Workplace Catalog, see Catalog.

To assign the Case Catalog Administrator role to a user, see Assigning IS Personas to People data Open link .

Additional functional roles and capabilities

Other than primary roles, BMC Helix Business Workflows also supports various additional roles that provide you specific permissions and access to the product. Some of the roles are assigned to the functional roles out of the box. To assign a functional role to a user, see Assigning IS Personas to People data Open link .

The following table describes the various roles and their capabilities in the product:

Role nameCapabilityDefault role assigned to
Case AgentCase ManagerCase Business Analyst
Case Application Access

Access to BMC Helix Business Workflows.

Person Activity ReadAccess to view a person profile.(error)(error)(error)
Catalog Application Access

Access to BMC Helix Digital Workplace Catalog.

Reporting AccessAccess the Reporting application.(error)(tick)(tick)
Case Catalog Administrator

Create workflows, create questionnaires, create services, and publish services in BMC Helix Digital Workplace Catalog.

For more information about a case catalog administrator, see Catalog.

SLM Viewer

Read-only access to SLA progress bar on a view and team performance data.

SLM UserRead-only access to company-specific configuration data like data source and service targets.(error)(tick)(error)
SLM Administrator

Read and write access to company-specific configuration data.

Task User

Read and write access to tasks assigned to the agent's support groups.

Task Manager

Read access to all tasks and templates.

Task Administrator

Read and write access to all tasks and templates.

Approval AdministratorSetup and maintain approval processes.(error)(tick)(tick)
Flowsets AdministratorCreate Flowsets for various line of business in the administrator's organization.(error)(error)(tick)
Report AdministratorCreate or modify reports.(error)(error)(tick)
Shared Services Read

Read access to status data.

Social User

Access to activity feeds.

Email Config UserAccess to configured email IDs, and acknowledgement and email templates to send emails from a case.(tick)(tick)(error)
Notification UserReceives notification for an event that a case business analyst configures.(tick)(tick)(error)
Cognitive User

Access to the training data that an administrator configures.

This data is used while predicting case templates and categories for creating a case.

Notification AdministratorConfigure notification events, templates, and processes.(error)(error)(tick)
Cognitive AdministratorMaps a configured data set to a company, and enable category and template prediction.(error)(error)(tick)
Email Config AdministratorConfigures an email ID, and associates acknowledge and email templates to it.(error)(error)(tick)
Document Manager

Add, modify, or delete documents in the document library and provide document read access to other support groups or companies.

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