Functional roles and extended application access
BMC Helix ITSM applications are developed by using the AR System
Deployable applications
, which supports
Role-based access overview
.
Functional roles are used primarily to extend the access granted by permissions. Some of the functional roles can be used for notifications.
Important
You can assign functional roles only to support staff members.
The following table lists the functional roles defined in the BMC Helix ITSM applications:
Functional role | Application | Purpose |
|---|---|---|
Availability Manager |
| Used for informational purposes and for BMC Service Level Agreement (SLA) escalation notifications. |
Broadcast Submitter |
| Allows users to create and modify broadcast messages. |
Incident Manager | Incident Management feature of BMC Helix ITSM: Service Desk | Used for informational purposes and for notifications from BMC Service Level Management. Also grants access to the Incident Management Console. |
Infrastructure Change Approver | BMC Helix ITSM: Change Management | Identifies support people within support groups as approvers for infrastructure changes. If a support group is defined to approve changes, this role must be granted to at least one person in the group for that person to approve changes. |
Infrastructure Change Coordinator | BMC Helix ITSM: Change Management | Grants full access to infrastructure changes assigned to the coordinator's group. |
Infrastructure Change Manager | BMC Helix ITSM: Change Management | Grants full access to infrastructure changes assigned to the manager's group. Also grants access to the Manager view of the Change Management Console. |
Problem Coordinator | Problem Management feature of BMC Helix ITSM: Service Desk | Grants control of all problem investigations, known errors, and proposed solution database entries assigned to their respective group. |
Release Approver | BMC Helix ITSM: Change Management | Identifies support people within support groups as approvers for release records. If a support group has been defined to approve releases, this role must be granted to at least one individual within the group so that the individual can approve releases. |
Release Coordinator |
| Grants access to release records that are assigned to the Release Management Support Group. Provides access to reassign releases. |
Support Group Admin |
| Allows users to add or remove support staff members from the support group for which they are the administrator. As a support group administrator, you can also modify the Support Group entry for which you are the administrator and the Incident and Change templates. Important: A Support Group Admin cannot modify the on-call paging times that were created by another administrator with Support Group Admin permissions. |
Support Group Lead | Incident Management feature of BMC Helix ITSM: Service Desk | Allows the Support Group lead of the Incident Owner Group to modify incidents that are closed. |
Support Group Manager | Incident Management feature of BMC Helix ITSM: Service Desk | Allows the Support Group Manager of the Incident Owner Group to modify incidents that are closed. Also grants access to the Incident Management Console. |
| Major Incident Manager | Incident Management feature of BMC Helix ITSM: Service Desk | Is accountable for managing major incidents from the time they are identified till the time that they are closed. Allows Service Desk managers to accept, manage, and track major incidents. Also assigns a Communication Coordinator for a major incident. |
| Communication Coordinator | Incident Management feature of BMC Helix ITSM: Service Desk | Is responsible for all communications about major incidents. Allows the user to manage communication coordination for a major incident. |
For information about the functional roles for BMC Service Request Management, see
BMC Service Request Management roles
.
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