Access control with implicit groups: Row-level security
BMC Helix ITSM applications use row-level security (RLS), an AR System feature, to control access to the BMC Helix ITSM ticket data. For a detailed description of the AR System RLS feature, see
Controlling access by using implicit groups: Row-level security
.
RLS feature enables you to categorize tickets into different types. BMC Helix ITSM ticket data access is granted to individuals (for example, submitter, on behalf of, and assignee) and support groups associated with a ticket. This restricts ticket data access to only those users who require it.
You can extend the ticket access by using the hierarchical groups. For example, you can extend the ticket access to the entire IT staff group and restrict the access to non-IT staff in a company. For details on hierarchical groups, see Inheriting permissions by using hierarchical groups.
Row-level access: Permissions defined on Request ID
Every form defined in AR System contains a set of core fields. The Request ID core field has a unique field ID of 1. The AR System uses the permissions defined on the Request ID (Field ID 1) field to determine who should have access to a ticket. The following permissions are defined on most BMC Helix ITSM forms. Individuals or groups defined under these permissions can access a ticket.
| Request ID permission | Details |
|---|---|
| Assignee (field 4) | An individual who is assigned a ticket. |
| Submitter (field 2) | An individual who submitted a ticket. |
| Assignee Group (field 112) | Individuals and groups to whom the ticket is assigned. |
| Assignee Group Parent (field 60989) | The parent group of the Assignee Group. For details, see Inheriting permissions by using hierarchical groups. |
| Unrestricted access (role) | Individuals with this role. |
| Vendor Assignee Group (field 60900) | A group or individual defined in this field has access to a ticket. This field is left blank for all BMC Helix ITSM applications and is meant for customer use. Customers can write their own workflow to populate this field for any additional data access requirement. |
| Vendor Assignee Group Parent (field 60901) | Parent group of the Vendor Assignee Group. For details, see Inheriting permissions by using hierarchical groups. |
Example
Allen creates an Incident Management ticket with the following details:
- Customer—Allen
- Direct Contact—Ian
- Assigned Group—Backoffice Support (Parent of Backoffice Support is IT Data Access)
- Owner Group—Service Desk (Parent of Service Desk is IT Data Access)
Who can access the ticket?
- Allen (Customer)
- Ian (Contact)
- Members of Backoffice Support, Service Desk, and IT Data Access (Assigned support group, Owner support group, parent of Assigned and Owner support groups)
RLS can further be rolled up by using the hierarchical groups. Therefore, in this example, the IT Data Access group can access the ticket, since it is a parent of Backoffice Support and Service Desk.
Assignee Group (field ID 112) values for various BMC Helix ITSM applications
Individuals and groups mentioned in field 112 have access to the ticket data. The following table lists the individuals and groups included in field 112 for various BMC Helix ITSM applications.
BMC Helix ITSM applications | Form name | Individuals and groups included in field 112 |
|---|---|---|
Service Desk: Incident Management | HPD:Help Desk |
|
Service Desk: Problem Management | PBM:Problem Investigation |
|
| PBM:Known Error |
| |
| PBM:Solution Database |
| |
Change Management | CHG:Infrastructure Change |
|
Release Management | RMS:Release |
|
Asset Management | AST:PurchaseRequisition |
|
| CTR:ContractBase |
| |
| CTR:ContractBase |
| |
| AST:CI Unavailability |
Important: For individual configuration item (CI) records, the tenancy is set by the value in the Company field of the CI record, and by the Used by relationship of Company entries associated with the CI. For more details, see Setting up the Tenancy mode. | |
Task Management | TMS:Task |
|
Service Request Management | WOI:WorkOrder |
|
| SRM:Request |
|
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