This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

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

Functional roles and extended application access

Remedy IT Service Management applications are developed by using the Remedy 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 Remedy ITSM applications:

Functional role

Application

Purpose

Availability Manager

BMC Asset Management, BMC Change Management, BMC Service Desk 

Used for informational purposes and for BMC SLA escalation notifications.

Broadcast Submitter

BMC Asset Management, BMC Change Management, BMC Service Desk 

Allows users to create and modify broadcast messages.

Incident Manager

Incident Management feature of BMC Service Desk

Used for informational purposes and for notifications from BMC SLM. 
Also grants access to the Incident Management Console.

Infrastructure Change Approver

BMC 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 so that person can approve changes.

Infrastructure Change Coordinator

BMC Change Management

Grants full access to infrastructure changes assigned to the coordinator's group. 

Infrastructure Change Manager

BMC 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 Service Desk 

Grants control of all problem investigations, known errors, and proposed solution database entries assigned to their respective group. 

Release Approver

BMC 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

BMC Asset Management, BMC Change Management, BMC Service Desk 

Grants access to release records that are assigned to the Release Management Support Group. Provides access to reassign releases.

Support Group Admin

BMC Asset Management, BMC Change Management, BMC Service Desk 

Allows users to add or remove support staff members from the support group for which they are the administrator. As a support group admin, you can also modify:

  • the Support Group entry for which you are the admin.
  • Incident and Change templates.
    Important: A Support Group Admin cannot modify On-Call Paging Times that were created by another administrator with Support Group Admin permissions.

Support Group Lead

Incident Management feature of BMC 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 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.

For information about the functional roles for BMC Service Request Management, see Application Functional roles


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