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.

Using restricted access for support companies

Any operating company or vendor company can provide support for customers in any other company. Support staff at the company providing support can be assigned tickets, such as incident requests and change requests. The support company's staff can work on assigned tickets without being given access permission to the customer company or the contact company. As a result, the support company's staff can access only tickets that they have been assigned.

Optionally, you can grant the support company access to create tickets for a customer company.

This section follows the example of setting up the vendor company Vendorco to provide support for Calbro and ABC Corp. Both Calbro and ABC Corp purchase Microsoft products and support from Vendorco. Support staff at Calbro sometimes assign tickets, such as incidents and problem investigations, to Vendorco. Sometimes Vendorco must create a related incident or change request. Support staff at ABC Corp also assign incidents to Vendorco. However, ABC Corp policies do not allow Vendorco to create new incidents on behalf of ABC Corp customers.

This section provides the following information:


Was this page helpful? Yes No Submitting... Thank you