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.

Service Request Management user roles and permissions

Use BMC Helix ITSM permission groups to grant users access to the applications and different consoles and modules within an application.

Functional roles are related to support groups. Use functional roles to extend the access granted in user role permissions. A functional role provides additional capability to users in the support group where the role is applied.

The responsibilities of these roles can vary from organization to organization. In some organizations, one person might fulfill several roles.

Related topics

User goals and features

BMC Service Request Management permissions

Role-based access overview Open link

The following table lists user roles, permission groups, and related information in Service Request Management:

User role

Permission groups

Console

Support staff member?

Requester (end-user)

No permissions are required.

Request Entry

No

Business manager

Business Manager

Business Manager Console
Approval Console
Overview Console

Yes

BMC Service Request Management application administrator

  • SRM Administrator
  • ASE Administrator (optional)
    Users with ASE Administrator permissions have configuration access to the BMC Assignment Engine, which is installed independently of the BMC Helix ITSM applications. Typically, these permissions are only needed if you are extending or customizing the out-of-the-box Assignment Engine configuration options and are not needed to manage the BMC Helix ITSM applications assignment mappings.

  • Task Administrator (optional)
  • Work Order Config (optional; access to work order rules, task templates, and work order templates)

Application Administration Console
Overview Console

No

Service catalog manager

  • Request Catalog Manager
  • Entitlement Administrator (optional)
  • SLM Config (optional)

Service Catalog Manager Console
Service Request Designer
Overview Console

Optional

Business analyst

  • Business Analyst
  • Entitlement Administrator (optional)

Service Request Designer
Overview Console

No

Service request coordinator

Service Request User

Service Request Coordinator Console
Request Entry console
Approval Console
Overview Console

Yes

Fulfillment provider

Work Order Master (optional)

See also Change Management user roles and permissions Open link and Incident management user roles and permissions Open link .

Work Order Console
Overview Console

Yes

Work order manager

Work Order Master or Work Order User

A Work Order Master can search, modify, and submit work orders in any support group, without being a part of the group. The Work Order User can search and submit work orders for any support group, but can modify work orders within the user's support group.

A high-level manager might be assigned Work Order Master permissions, while managers of individual support groups might be assigned Work Order User permissions.

With the Work Order Manager functional role, the work order managers can be designated as the manager or assignee for work orders. Use the Request Manager field or Request Assignee field in the Work Order form to assign the roles.

Work Order Console
Overview Console

Yes

Work order assignee

Work Order User (submit and search for all work orders; modify work orders within the user's own support group)
or
Work Order Master (not recommended)

Asset Viewer permission is required and is automatically granted with the Work Order User and Work Order Master permissions. However, in a mixed-version stack environment, the Asset Viewer permission is not automatically granted with Work Order User permission. Therefore, you must explicitly grant the Asset Viewer permission along with the Work Order User permission.

Give work order assignees the Work Order Assignee functional role so that they can be designated as the assignee for work orders. Assignment is made from the Request Assignee field in the Work Order form.

Work Order Console
Overview Console

Yes

Work order viewer

Work Order Viewer (view and search for work orders; submit work log entries; cannot modify work orders)

Work Order Console
Overview Console

Yes

Work order submitter

Work Order Submitter (submit, modify, and search for work orders assigned to self)

Work Order Console
Overview Console

Yes

User access to application consoles and functions

The following table shows the consoles and functions that various users and roles can use within Service Request Management:


Types of service request users BMC Service Request Management roles
Unknown user Registered user (in the People form) Service request user Business manager Entitlement administrator Request Catalog manager SRM administrator Business analyst
Consoles Request Entry console See How users access the Request Entry console Yes Yes Yes Yes Yes Yes Yes
Business Manager Console No No No No No No No No
Service Request Coordinator Console No No Yes No No No No No
Service Catalog Manager Console No No No No No Yes No No
Service Request Designer No No No No No Yes No Yes
Application Administration Console No No No No Yes1 No Yes No
Import Export Console No No No No No Yes No No
Functions Create, modify, close, reopen, or cancel service requests. View broadcasts and access surveys. See How users access the Request Entry console Yes Yes Yes Yes Yes Yes Yes
Create, modify, or cancel service requests for others. No No Yes Yes No No No No
Approve service requests. No Yes Yes Yes Yes Yes Yes Yes
Define entitlement rules. No No No No Yes Yes2 Yes No
Create reports. No No Yes Yes No Yes No No
Access application administration and configuration. No No No No No No Yes No
Create and modify AOTs. No No No No No Yes No No
Create and modify PDTs. No No No No No Yes No No
Create and modify SRDs using the Service Request Definition form. No No

No

No No Yes No No
Create SRDs using the Service Request Designer. No No No No No Yes No Yes
Perform system-level troubleshooting. No No Yes No No No Yes No

1 Access to entitlement configuration only
2 Create or modify entitlement rules through the Entitlement tab on the Service Request Definition form

Functional roles

You can assign the functional roles only to support staff members. If a work order is assigned to a support group, but not to an individual assignee, all members of the support group are notified that the work order is awaiting assignment. Every support group member receives the notification, even if some of them do not have the necessary permissions and functional role to access the work order and accept assignment.

Best practice

We recommend that you use automatic assignment to make sure work orders are routed correctly. For manual assignment, make sure that at least one member of a support group has the necessary permissions and functional role for assignment.

The following table describes the functional roles defined in the application:

Functional role

Purpose

Request Approver

Identifies support people in Support groups as service request approvers. If a support group has been defined to approve service requests, this role must be granted to at least one individual in the group to approve service requests.

SRD Approver

Identifies support people in support groups as Service Request Definition (SRD) approvers. If a support group has been defined to approve SRDs, this role must be granted to at least one individual in the group to approve SRDs.

Work Order Assignee

For users with Work Order User permissions, grants full access to work orders that are assigned to the user's support group. You can assign the Work Order User (most typical) or Work Order Master permission to this role.

If their support group is selected, users with this functional role are listed in the Request Assignee menu in the Work Order form, so they can be manually assigned to a work order.

Work Order Manager

For users with Work Order User permissions, grants full access to work orders that are assigned to the user's support group. You can assign the Work Order Master or Work Order User permission to this role.

If their support group is selected, users with this functional role are listed in the Request Manager and Request Assignee menus in the Work Order form, so they can be manually assigned as the manager or assignee for a work order.

Any user 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. 

You can also configure AR System to allow guest users. However, in multi-tenancy mode, guest users must have a People record to access the Request Entry console.

In single-tenancy mode, guest users can access the Request Entry console without a People record, if the Service Request Management application is also configured to allow unknown users.

Related topics

Roles and permissions Open link

Task Management permissions Open link

Allowing unknown users to access the Request Entry console

Service Request Management permissions

The permissions listed in the following table are for administering the Service Request Management application and managing requests and work orders:

Important

Add licenses only for the features and number of users that correspond to your license entitlements. Your subscription or purchase determine your license entitlements.


Permission

Description

Application user license type

Business Analyst

Users with Business Analyst permissions can perform the following actions:

  • Create Service Requests Definitions (SRD) by using the Service Request Designer
  • View and update SRDs created by themselves (the user cannot view SRDs with a status of Cancelled or Expired)

This permission is intended for 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 by using the Business Manager console:

  • View requests
  • Add additional information to a request
  • Cancel requests
  • Review the approval cycle of requests
  • Run reports

This permission is intended for 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 actions:

  • Configure Entitlement rules for SRDs
  • Configure Entitlement groups

This permission is intended for users requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to users performing the role of an Application Administrator.

None

Request Catalog Manager

Users with Request Catalog Manager permissions can perform the following actions:

  • Create Service Requests Definitions (SRD) by using the Service Request Designer
  • View and update SRDs by using the Service Request Designer
  • Manage (create, update, and delete) SRDs and Process Definition Templates (PDTs) by using the Service Catalog Manager console

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 by using the Import Export console.

This permission is intended for 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 actions:

  • Manage service requests by using the Service Request Coordinator console
  • Review suggestions and troubleshoot requests

This permission is intended for 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.

Users with Service Request User permissions are not required to submit requests.

None

SRM Administrator

Users with SRM Administrator permissions can perform actions in the following components:

SRM Configuration

  • In Advanced settings, they can configure:
    • General Application settings
    • Advanced Interface data
    • Service Request preferences
    • Service Request definition settings
    • Service Request HTML
    • Surveys
  • In Application Configuration, they can define:
    • Application fields,
    • Application Object Template,
    • Application Target data,
    • Questions Library
  • In Approval settings, they can configure:
    • Approval Chains
    • Approval Mappings
  • In Entitlement settings, they can configure:
    • Entitlement rules for SRDs
    • Entitlement groups on behalf of rules
  • In Navigational Category settings, they can configure:
    • Navigation categories
  • In Request Entry Management settings, they can configure or manage:
    • Default console preferences
    • Service Request Definition images
    • Service Request images
    • Service Request Search Exclusion word list

SRD Level

  • Set up SRD levels

BMC SLM

  • Configure the default values for Service Target for SRDs.

Work Order

  • Configure Work Order rules
  • Configure Work Order templates

Foundation

  • Approval Application Registration to allow parallel processes based on form name
  • Configure Approval Process phases
  • Register applications that will use Command Automation Interface (CAI) (advanced feature)
  • Define commands, command parameters, and command parameter mappings for the CAI (advanced feature)

This permission is intended for individuals, who require access to configure the above mentioned component functions. Typically, you grant these permissions to someone performing 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 actions in the following two components:

In SRM Configuration, Work Order settings, they can configure:

  • Work Order rules
  • Work Order templates

In Task Management System, Assignment settings, they can configure:

  • Assignment mappings
  • Task Group templates
  • Task templates
  • Variable templates

This permission is intended for individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone performing 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:

  • To receive a work order assignment:
    • Managers must have the functional role of Work Order Manager.
    • Assignees must have the functional role of Work Order Assignee.
  • Asset Viewer permission is required, and is automatically granted with the Work Order User permission, in a single-version stack environment. In a mixed-version stack environment, the Asset Viewer permission is not automatically granted with Work Order User permission. In this type of environment, you must explicitly grant the Asset Viewer permission along with the Work Order User permission. 

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 must also have access to the Product Catalog console.

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:

  • View and search for work orders
  • Submit work log entries

None

Work Order Submitter

Users with Work Order Submitter permissions can submit, modify, and search for work orders assigned to themselves.

None

Work order permissions

You must have the permissions described in the following table to view, create, or modify a task related to work order. You can open the task either from the parent request or from your IT home page. Depending upon the permissions given to you by your administrator, you can perform these operations on a task:

User roles and permissions Operations on the task
View Create Update

Work order request manager, work order request assignee, or a member of the work order manager or work order assignee support group with either of the following permissions:

  • Work Order Master
  • Work Order User
Yes Yes Yes
Work order user with Work Order Viewer permission. Yes No No
Work order user with Work Order Submitter permission. Yes Yes Yes



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

Comments