Frequently asked questions on BMC Remedy ITSM Data Access Model

This topic provides answers to frequently asked questions about BMC Remedy ITSM Data Access Model.

After upgrading, does my existing ticket data get updated?

No. Your existing ticket data remains as is and continues to use the old company based permissions. For details, see the Upgrade Considerations section in Data access model enhancements in BMC Remedy ITSM.

Post upgrade, how does the access to newly created records work?

After upgrading, newly created records follow the enhanced data access model. For details, see the Upgrade Considerations section in Data access model enhancements in BMC Remedy ITSM.

What happens to the permissions when I change the parent group of a child group?

AR Server automatically updates the parent field values for all the records in the system. This is done in the background and time taken depends on the volume of data.

For example, Service Desk is the parent of Backoffice Support. If you change the parent of Backoffice Support to Change Management:

The ex parent (Service Desk) and its parent groups can no more access the data of Backoffice Support.
The new parent (Change Management) can access the data of the child group (Backoffice Support).

How do approvers approve a change request if they are not members of the support groups mentioned in a change request?

Approvers should always approve a request from the Approval Central. For approving a request from application record, approvers must have row level access to that request else the request is not visible to approvers.