Roles and permissions
User roles and permissions let you control how people access and interact with the BMC Helix ITSM. This section describes all the supported user roles and permissions.
In BMC Helix ITSM, application administrator is an individual responsible for the management of the BMC Helix ITSM applications. However, application administrator is not a user role. Instead, a sample administrator user is provided with the capabilities that include customizing forms, setting access rights for users, and creating configurations.
You assign user permissions from the People form. There are different aspects to the user permissions, which together make up the permission model:
- Permission groups, which control access to basic application, module, and subcomponent functions.
- Support groups, which control access to data.
- Functional roles, which provide extended access to application, module, and subcomponent functions.
AR System permission groups
The AR System Administrator permission is used in BMC Helix ITSM applications. This permission grants administrator access to BMC Helix ITSM applications through Developer Studio. Administrator responsibilities include installing and maintaining BMC Helix ITSM applications and making changes within BMC Helix ITSM.
This permission is generally reserved for developers who need access to AR System and system administrators who need access to BMC Helix ITSM system forms. This permission does not grant user access to forms. Additional application and module permissions are required for form access. For information about license types and applicable permissions, see:
How licenses relate to permissions
In BMC Helix ITSM, the permission groups control what areas of the application a user can access. Each permission group can access only certain areas of the application. A user can belong to more than one permission group. Typically, you assign permissions groups to the users in your IT organization based on their roles and responsibilities. The combinations suggested in the following topics are defined by ITIL as typical and are used by the BMC Service Management Process Model.
Key permission groups
When you assign permissions to someone, it is important to use only the minimum number of permissions that allow that person to perform their job.
Key user permission groups for each application
The following table illustrates the most commonly used permission groups needed by users to perform their duties. For a detailed description of all of the permission groups that are available for a particular application, click the link in the Application column.
Key permission groups
Infrastructure Change Master, User or Viewer
Release Master, User or Viewer
Incident Master, User, or Viewer
Problem Master, User or Viewer
Knowledge Admin, User or Viewer
Task User (This is only required in certain permission combinations.
Subcomponent permission groups
Subcomponents contain features or functionality that are shared among some, or all of the applications. For example, the Task Management subcomponent provides task management functions for BMC Helix ITSM: Change Management and for BMC Helix ITSM: Service Desk:
BMC Helix ITSM user and group synchronization to BMC Helix Portal
For the users to use their existing credentials to authenticate into BMC Helix Portal, the BMC SaaS Operations team needs to perform some configurations to sync the BMC Helix ITSM users into BMC Helix Portal. For more information, see and contact BMC Support.
Administration and process owner permissions
The remaining permissions control access to the application configuration functions and are typically assigned either to an Application Administrator or to an Application Process Owner. These permissions are described in the following table:
Application Administrator/Process Owner permissions