This documentation supports the 20.02 version of Remedy IT Service Management Suite.

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

Support groups and data access

Support groups play an important role in the BMC Remedy ITSM permission model by controlling access to data. The definition of what records a user can modify is based on whether a record has been assigned to one of the user's support groups.


If a user is assigned the role of Service Desk Analyst and is a member of the Hardware support group, that person can modify only incident requests that are assigned to the Hardware support group. The user can view other incident requests but cannot modify them.

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