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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.

Typical permissions combination setups

Typically, you assign permissions combinations to the users in your IT organization based on their roles and responsibilities. The combinations suggested in the following table are defined by ITIL as typical and are used by the BMC Service Management Process Model (SMPM).

The following table is organized by application, role, and the permissions combination recommended for the role.

ApplicationRolePermissions combination
Asset ManagementConfiguration Administrator
  • Asset Admin
  • Contract Admin
  • Purchasing User (needed only if you use the Purchasing module)
  • Incident Viewer
  • Problem Viewer
  • Release Viewer
  • Infrastructure Change Viewer
  • Knowledge Viewer

Optional permissions

  • Contact Organization Admin

This permission is needed only when the user must create Support Groups that manage CIs. Otherwise, grant them the functional role of Support Group Admin.

  • Contact Categorization Admin

This permission is needed only if the user must create and update the Product Categorization data structures for the CI data.

 Purchasing Agent
  • Purchasing User (needed only if you use the Purchasing module)
  • Receiving User (needed only if you use the Purchasing module)
  • Incident Viewer
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer

  • Contract Viewer

  • Asset Viewer

  • Knowledge Viewer

Change ManagementChange Approver
  • Incident Viewer
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Functional role required

You must assign this functional role to the user in addition to the permissions.

  • Infrastructure Change Approver

Important: You can give this functional role to anyone who approves changes. It applies to all roles.

 Change Coordinator
  • Infrastructure Change User
  • Incident User
  • Problem User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Functional role required

You must assign this functional role to the user in addition to the permissions.

  • Infrastructure Change Coordinator
 Change Manager
  • Infrastructure Change User
  • Incident User
  • Problem User
  • Release Viewer

  • Contract Viewer

  • Asset Viewer

  • Knowledge Viewer

Functional role required

You must assign this functional role to the user in addition to the permissions.

  • Infrastructure Change Manager
 Customer Representative
  • Task User
  • Infrastructure Change Viewer
  • Incident Viewer
  • Problem Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer
Release ManagementRelease Coordinator
  • Release User
  • Incident User
  • Problem User
  • Infrastructure Change Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Functional role required

You must assign this functional role to the user in addition to the permissions.

  • Release Coordinator
Incident ManagementService Desk Analyst
  • Incident Master
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User
 Specialist
  • Incident User
  • Problem User
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User
 Group Coordinator
  • Incident User

Important: You can give a user Master permissions if full access to Incidents is required.

  • Problem User

Important: Give this individual Master permissions if they need full access to Problems, Known Errors or Solutions.

  • Infrastructure Change User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer
 Operator
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer
 Operations Manager
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer
 On-Duty Manager
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User
Problem ManagementProblem Coordinator
  • Problem User

Important: Give this individual Master permissions if they need full access to Problems, Known Errors or Solutions.

  • Incident Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Functional Role

You must assign this functional role to the user in addition to the permissions.

  • Problem Coordinator
Service Level ManagementService Level Administrator
  • SLM Manager
  • Contact Location Admin
  • Contact Organization Admin
  • Asset Admin
  • Task User
  • Incident Viewer
  • Problem Viewer
  • Release Viewer
  • Contract Viewer
  • Infrastructure Change Viewer
  • Knowledge Viewer
 Service Level Manager
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer
 Service Owner
  • Incident User
  • Problem Viewer
  • Infrastructure Change
  • Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

When you assign permissions, it is important to use only the minimum number of permissions that allow the person to perform their job. BMC strongly recommends that you have only one set of permissions combinations for any given role. There are only a few key permissions that a general application user needs to perform their duties. For more information about these key permissions, see Permission groups and application access.

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