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.
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 |
Yes |
BMC Service Request Management application administrator |
|
Application Administration Console |
No |
Service catalog manager |
|
Service Catalog Manager Console |
Optional |
Business analyst |
|
Service Request Designer |
No |
Service request coordinator |
Service Request User |
Service Request Coordinator Console |
Yes |
Fulfillment provider |
Work Order Master (optional) See also Change Management user roles and permissions and Incident management user roles and permissions . |
Work Order 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 |
Yes |
Work order assignee |
Work Order User (submit and search for all work orders; modify work orders within the user's own support group) 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 |
Yes |
Work order viewer |
Work Order Viewer (view and search for work orders; submit work log entries; cannot modify work orders) |
Work Order Console |
Yes |
Work order submitter |
Work Order Submitter (submit, modify, and search for work orders assigned to self) |
Work Order 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
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.
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:
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:
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:
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:
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:
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
SRD Level
BMC SLM
Work Order
Foundation
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 Task Management System, Assignment settings, they can configure:
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:
|
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:
|
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:
|
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 |
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