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Adding groups and roles

User groups that you create are applied in the following records:

  • User records—case users must be associated with one or more groups.  For more information, see Adding people records for more information.
  • Solutions— the Assigned Group must be specified on the Case Options tab. For more information, see Configuring Case Options for solutions.
  • Cases—the Assigned Group must be specified on the Case Details tab.  For more information, see Creating cases for more information.

Creation of new groups in the BMC HR Case Management includes the following actions:

  • Defining access rights and assignment for cases, tasks, and solutions by adding the user to one or more groups
  • Defining system permissions by selecting a user role.

The section includes the following topics:

To create a group

  1. Open System Settings console.

  2. Navigate to Foundation > Groups.

  3. Click New.

Complete the following fields:

Group NameThe group that you add is available for selection in the  Group Name list in the following forms:
  • Case form, Case Details > Data Group
  • Solution form, Solution Details >  Data Group
  • People form, Case Login > Default Data Group

Group Label The group label name that you add is  available for selection  in the People form,  Case Login > Permissions and Groups > Data Group .
Group TypeUsers are added to Assignment group to create a pool of users who can view cases and can be assigned to work on them. When new solutions and cases are added, they must be associated with an assignment group.

Users are added to Data group to define the area of professional competency. Users belonging to a data group have the following permissions:

  • Cannot access solutions created by another data group
  • Cannot create new solutions for another data group.

Note: The Notification group is not applicable for selection.

Group TierSelect a  level of support.
  • Tier 0 - Self-service
  • Tier 1 - First-level support (the default level)
  • Tier 2 - Second-level support
  • Tier 3 - Third-level support
  • Tier 4 - Fourth-level support.

HR managers analyze the work load by support group by reviewing reports in the Reporting Console. For more information about Solution efficiency by tier reports, see Viewing reports.

Description (Optional)Enter a description of the group.
Assignable Group

Switch between Yes (Default) and No options to specify whether the group is available for selection in the Assigned Group list, on the  Case Options  tab of a Case form.

You might need to create some specialized group, for example "HR top management", the Assignable Group for which is set to No, and the group type is Assignment Group. Such configuration is necessary for the following cases:

  • Users belonging to this group could assign cases to other users belonging to "HR top management" group
  • Users outside this group could not assign cases to the users belonging "HR top management" group.
  1. Click Save & Close.

Default user roles

BMC HR Case Management includes the following default roles that are associated with Case User people records:

  • Standard Viewer
  • Standard User
  • Standard Administrator
  • Standard Master.

These roles cannot be deleted, but can be modified. Each case user defined within the application is associated with a role that governs their access rights and privileges. If you want to provide customized system permissions to some of the BMC HR Case Management users, you need to create a custom role, and associate this role with a selected user in its people profile form.


Only Standard Master users can create new, or modify existing roles.

To create a custom role

  1. Open the  System Settings  console.
  2. Navigate to  Foundation > Roles Management .
  3. Click New.
  4. Complete the mandatory details on all tabs—Role DetailsForms AccessField RestrictionsAction MenusSystem Settings Access.
FieldDescriptionOptions for selection

Record ID

Unique record identifier generated by the system


Role Name

Unique name for the role


Role Description

Description of the purpose and responsibilities of the role


Role Type

The type of role

  • System Role—you want to create a new role based on one of the default system roles
  • Custom Role—you want to create a new role based on an available customized role

Application Permission

Predefined system permissions

Form Access

Specifies the BMC HR Case Management forms to which users are granted access privileges

The users will have access only to forms that you select.

Field Restrictions

Specifies the BMC HR Case Management field restrictions rules for forms defined on the Form Access tab.



By default, users have access to all fields available in the forms that you selected.

To add a restriction for a field of a selected form, click Add and complete the  Form Name and Field Name field, and then select an option from the Field Restriction list.

Action Menus

Sp ecifies action items for the selected forms.

By default, no actions are available in the Action Menu for the forms that you select in the Form With Actions Menus.

To add an action item to a selected form, select an action item in the Available Actions list, and move it to the Actions Menu column.

System Settings Access

Specifies the BMC HR Case Management configuration system settings to which users can be granted access privileges

By default, users do not have access to options in the System Settings console.

To enable a system setting option, select it in the Available System Settings list, and move to the Selected System Settings list.

You can select any of the following options:

Foundation: Company, Groups Organizations, Roles Management, SLA Configuration, Survey Configuration, Survey Review

Application Settings: Approval Matrix, Approval process Configuration, Audit Configuration, Categories and Regions, Console Queries, Journal Templates, Menus, Notification Templates, Origins, Priority, Rules, Solution Category

Locations: Cities, Countries, Postal Codes, Sites, States/Provinces

Email Settings: Incoming Email – Review, Incoming Email – Sender Ignore, Incoming Email – Settings, Incoming Email – Subject Exclusion

Advanced Settings: Actions, File Types, Forms Library, Home Page Settings, HTML Config, Journal icons, Message Catalog, Modules, Related Item Types, System Settings Console Config, URL Link Settings

Where to go from here

After you create a custom role, you must modify the Home page settings for this role. By default, no forms are displayed on the Home page for the new roles. For more details on Home page configuration, see Configuring the application appearance.

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  1. Fred Rickaby

    I used System Settings --> Foundation --> Groups to create a group of type 'Assignment Group' and set the 'Assignable Group' field to "No".  I observed the following:

    • COL:CORE:People
      • The group appears on the 'Default Assignment' menu on COL:CORE:People.   It also may be added as an assignment group in the 'Permissions and Groups' section.  Why is this possible if the group is not assignable?
    • COL:CASE:Case_Task
      • I created a Task as an HR Agent with this group as their 'Default Assignment' group.  The Task was assigned to that group, even though the group's 'Assignable Group' field was set "No".
    • COL:CASE:Case
      • This group does not appear on the 'Assigned Group' menu on COL:Case.  This is as expected.  However, it raises the question: what is the purpose of an Assignment Group with 'Assignable Group' field to "No"?
    Sep 27, 2016 02:42
    1. Olga Kutetska

      Fred Rickaby, thank you for such a tricky question.

      I consulted the QA team, and we come to a conclusion, that the described group type (Assignable Group set to No, and the group type is Assignment Group) is necessary for a case when there is some special group, for example HR top managers.

      The users belonging to this group do not want other users to assign cases to them, but they want to be able to assign cases to themselves. So, they can belong to a group that is Assignment group, but which is not assignable.

      We think, this is a probable scenario. For a more realistic one, we can ask Steve. Steve Terry, what do you think? Is my explanation correct?




      Sep 30, 2016 07:48
  2. Jose miguel Redondo

    Could you please, kindly explain a little bit more the "Group Type" = "Notification".

    I mean, which is the usability of this kind of group if no selection possibilities from the Case Console and others? What about the implications for users belongs this kind of groups?   

    Whatever example could be very appreciated.

    Thanks in advance

    Aug 10, 2017 04:49
  3. Olga Kutetska

    Hello, Jose!

    Notification group type is not usable because it is not used in other system entities. In fact, this group exists in the system, and you can even add users to this group, but you will not be able to relate it to solutions or cases in the system. So, practically, it is useless.



    Aug 17, 2017 08:16
  4. Sandra Hennigan

    There are many groups added during installation. How do you remove these groups. The customer does not want to use them.

    May 08, 2019 01:13