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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Service Request Management permissions

The Request component is installed when the BMC Service Request Management application is installed. BMC Service Request Management is the entry point from which IT customers can interact with the IT organization. Users select IT or other business services from a Service Catalog, which the Business Service Manager sets up. Service requests can be fulfilled using the processes supported by BMC Change Management or BMC Service Desk: Incident Management. In addition, BMC Service Request Management supports all generic work-order processes.

Important

If you install BMC Service Request Management in an environment that ran an earlier version of a Remedy ITSM suite application (Remedy Asset Management, Remedy Service Desk, or Remedy Change Management), the Request component is replaced with BMC Service Request Management.

Related topics

User permissions (BMC Remedy IT Service Management documentation)

Allowing unknown users to access the Request Entry console

How users access the Request Entry console

Any IT customer with a People record and a Read license can use the Request Entry console to submit requests for themselves and on behalf of other users. No specific permissions listed in BMC Service Request Management permissions are required.

The AR System server can be configured to allow guest users . In multi-tenancy mode, these guest users must have a People record to access the Request Entry console.

In single-tenancy mode, guest users allowed by the AR System server can access the Request Entry console without a People record, if the BMC Service Request Management application is also configured to allow unknown users.

BMC Service Request Management permissions

The permissions listed in the following table are for administering the BMC Service Request Management application and managing requests and work orders.

Permission

Description

Application user license type

Business Analyst

Users with Business Analyst permissions can perform the following functions:

  • Create Service Requests Definitions (SRD) using the Service Request Designer
  • View and update SRDs created by this user (the user cannot view SRDs with a status of Cancelled or Expired)

Best practices: Grant these permissions to users performing the role of a Business Analyst (that is, a liaison between the IT customers and IT support).

None

Business Manager

Users with Business Manager permissions can manage the following service requests using the Business Manager console:

  • View requests
  • Add additional information to a request
  • Cancel requests
  • Review the approval cycle of requests
  • Run reports

Best practices: Grant these permissions to users performing the role of a Business Manager responsible for managing user requests. Their activities and responsibilities include monitoring the current number of open and late requests, approving requests, running request reports, and examining request trends.

None

Entitlement Administrator

Users with Entitlement Administrator permissions can perform the following functions:

  • Configure Entitlement rules for SRDs
  • Configure Entitlement groups

Best practices: Grant these permissions to users requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to users playing the role of an Application Administrator.

None

Request Catalog Manager

Users with Request Catalog Manager permissions can perform the following functions:

  • Create Service Requests Definitions (SRD) using the Service Request Designer
  • View and update SRDs using the Service Request Designer
  • Manage (create, update and delete) SRDs and Process Definition Templates (PDTs) using the Service Catalog Manager console.

Users with these permissions have access to the Service Requests Definition and Process Definition forms accessible from the console. They can import and export SRDs and PDTs using the Import Export console.

Best practices: Grant these permissions to users performing the role of a Service Catalog Manager responsible for defining SRDs and PDTs (the fulfillment process definitions within the service catalog). Service Catalog Managers work closely with business relationship managers (liaisons between the business and IT) to build and implement the requests from the business.

None

Service Request User

Users with Service Request User permissions can perform the following functions:

  • Manage service requests using the Service Request Coordinator console
  • Review suggestions and troubleshoot requests

Best practices: Grant these permissions to users performing the role of a Service Request Coordinator (or service request agent) responsible for planning and tracking the service request, as well as monitoring the current number of open and late service requests.

The users with Service Request User permission are not required to submit requests. For more information, see How users access the Request Entry console.

None

SRM Administrator

Users with SRM Administrator permissions can perform functions that span the following components:

SRM Configuration

Advanced settings, configure:

  • General Application settings
  • Advanced Interface data
  • Service Request preferences
  • Service Request definition settings
  • Service Request HTML
  • Surveys

Application Configuration, define:

  • Application fields,
  • Application Object Template,
  • Application Target data,
  • Questions Library

Approval settings, configure:

  • Approval Chains
  • Approval Mappings

Entitlement settings, configure:

  • Entitlement rules for SRDs
  • Entitlement groups on behalf of rules

Navigational Category settings:

  • Configure Navigation categories

Request Entry Management settings, configure or manage:

  • Default console preferences
  • Service Request Definition images
  • Service Request images
  • Service Request Search Exclusion word list

SRD Level

  • Setup SRD levels

BMC SLM

  • Configure the defaults for Service Target for SRDs.

Work Order, configure:

  • Work Order rules
  • Work Order templates

Foundation

  • Setup Approval Application Registration to allow parallel processes based on form name
  • Configure Approval Process phases
  • Register applications that will use CAI (advanced feature)
  • Define commands, command parameters and command parameter mappings for the CAI (advanced feature)

Best practices: Grant these permissions to individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone playing the role of an Application Administrator.

The SRM Administrator permissions supersede the Entitlement Administrator permission. Users with these permissions do not need to be granted the Entitlement Administrator permission.

None

Work Order Config

Users with Work Order Config permissions can perform functions that span the following two components:

SRM Configuration, Work Order settings, configure:

  • Work Order rules
  • Work Order templates

Task Management System, Assignment settings, configure:

  • Assignment mappings
  • Task Group templates
  • Task templates
  • Variable templates

Best practices: Grant these permissions to individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone playing the role of an Application Administrator.

None

Work Order User

Users with Work Order User permissions can create, manage and fulfill Work Orders that are assigned to their support group from the Work Order console .

Important:

  • To receive a work order assignment:
    • Managers must have the functional role of Work Order Manager
    • Assignees must have the functional role of Work Order Assignee.
  • Asset Viewer permission is required, and is automatically granted with the Work Order User permission, in a single-version stack environment. In a mixed-version stack environment, the Asset Viewer permission is not automatically granted with Work Order User permission. In this type of environment, you must explicitly grant the Asset Viewer permission along with Work Order User permission. 

None

Work Order Master

Users with Work Order Master permissions can submit, modify, and search for all work orders within their company. For this, they must belong to the related company or support group. They also have access to the Product Catalog console.

Best practices: Limit the use of these permissions to individuals who manage and work with the Work Order fulfillment process. 

None

Work Order Viewer

Users with Work Order Viewer permissions can perform the following functions:

  • View and search for work orders
  • Submit work log entries

None

Work Order Submitter

Users with Work Order Submitter permissions can submit, modify, and search for work orders assigned to themselves.

None

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