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.
User permissions (BMC Remedy IT Service Management documentation)
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:
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:
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:
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:
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:
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:
Application Configuration, define:
Approval settings, configure:
Entitlement settings, configure:
Navigational Category settings:
Request Entry Management settings, configure or manage:
SRD Level
BMC SLM
Work Order, configure:
Foundation
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:
Task Management System, Assignment settings, configure:
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:
| 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:
| 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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