Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Functional roles and extended application access

BMC Helix ITSM applications are developed by using the 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 Helix ITSM applications:

Functional role

Application

Purpose

Availability Manager

BMC Helix ITSM: Asset Management, BMC Helix ITSM: Change Management, BMC Helix ITSM: Service Desk

Used for informational purposes and for BMC SLA escalation notifications.

Broadcast Submitter

BMC Helix ITSM: Asset Management, BMC Helix ITSM: Change Management, BMC Helix ITSM: Service Desk

Allows users to create and modify broadcast messages.

Incident Manager

Incident Management feature of BMC Helix ITSM: Service Desk

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

Infrastructure Change Approver

BMC Helix ITSM: 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 Helix ITSM: Change Management

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

Infrastructure Change Manager

BMC Helix ITSM: 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 Helix ITSM: Service Desk

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

Release Approver

BMC Helix ITSM: 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 Helix ITSM: Asset Management, BMC Helix ITSM: Change Management, BMC Helix ITSM: 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 Helix ITSM: Asset Management, BMC Helix ITSM: Change Management, BMC Helix ITSM: 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 Helix ITSM: 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 Helix ITSM: 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 BMC Service Request Management roles


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