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.

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:

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

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.case-lib

• com.bmc.dsm.cognitive-lib

• com.bmc.dsm.catalog-lib

• com.bmc.dsm.edm

• com.bmc.dsm.email-lib

• com.bmc.dsm.flowsets-lib

• com.bmc.dsm.knowledge

• com.bmc.dsm.notification-lib

• com.bmc.dsm.search-lib

• com.bmc.dsm.shared-services-lib

• com.bmc.dsm.shared-components-lib

• com.bmc.dsm.slm-lib

• com.bmc.dsm.social-lib

• com.bmc.dsm.task-lib

• com.bmc.dsm.ticketing-lib

Learn how to assign bundle access in Adding People by using a template > 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 .

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 .

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

Role name	Capability	Default role assigned to
		Case Agent	Case Manager	Case Business Analyst
Case Application Access	Access to BMC Helix Business Workflows.
Person Activity Read	Access to view a person profile.
Catalog Application Access	Access to BMC Helix Digital Workplace Catalog.
Reporting Access	Access the Reporting application.
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 User	Read-only access to company-specific configuration data like data source and service targets.
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 Administrator	Setup and maintain approval processes.
Flowsets Administrator	Create Flowsets for various line of business in the administrator's organization.
Report Administrator	Create or modify reports.
Shared Services Read	Read access to status data.
Social User	Access to activity feeds.
Email Config User	Access to configured email IDs, and acknowledgement and email templates to send emails from a case.
Notification User	Receives notification for an event that a case business analyst configures.
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 Administrator	Configure notification events, templates, and processes.
Cognitive Administrator	Maps a configured data set to a company, and enable category and template prediction.
Email Config Administrator	Configures an email ID, and associates acknowledge and email templates to it.
Document Manager	Add, modify, or delete documents in the document library and provide document read access to other support groups or companies.