This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

Typical combination of permissions

Typically, you assign permissions combinations to the users in your IT organization based on their roles and responsibilities. The combinations suggested in the following table are defined by ITIL as typical roles and permissions.

The following table is organized by application, role, and the permissions combination recommended for the role.

ApplicationRolePermissions combination

Asset Management

Configuration Administrator
  • Asset Admin
  • Contract Admin
  • Purchasing User (needed only if you use the Purchasing module)
  • Incident Viewer
  • Problem Viewer
  • Release Viewer
  • Infrastructure Change Viewer
  • Knowledge Viewer

Optional permissions

  • Contact Organization AdminThis permission is needed only when the user must create Support Groups that manage CIs. Otherwise, grant them the functional role of Support Group Admin.
  • Contact Categorization AdminThis permission is needed only if the user must create and update the Product Categorization data structures for the CI data.

Purchasing Agent
  • Purchasing User (needed only if you use the Purchasing module)
  • Receiving User (needed only if you use the Purchasing module)
  • Incident Viewer
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer

  • Contract Viewer

  • Asset Viewer

  • Knowledge Viewer

Change Management

Change Approver
  • Incident Viewer
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Functional role required

You must assign the following functional role to the user in addition to the permissions:

  • Infrastructure Change Approver

Important: You can give this functional role to anyone who approves changes. It applies to all roles.


Change Coordinator
  • Infrastructure Change User
  • Incident User
  • Problem User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Functional role required

You must assign the following functional role to the user in addition to the permissions:

  • Infrastructure Change Coordinator

Change Manager
  • Infrastructure Change User
  • Incident User
  • Problem User
  • Release Viewer

  • Contract Viewer

  • Asset Viewer

  • Knowledge Viewer

Functional role required

You must assign the following functional role to the user in addition to the permissions:

  • Infrastructure Change Manager

Customer Representative
  • Task User
  • Infrastructure Change Viewer
  • Incident Viewer
  • Problem Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Release Management

Release Coordinator
  • Release User
  • Incident User
  • Problem User
  • Infrastructure Change Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Functional role required

You must assign the following functional role to the user in addition to the permissions:

  • Release Coordinator
Incident ManagementService Desk Analyst
  • Incident Master
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Specialist
  • Incident User
  • Problem User
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Group Coordinator
  • Incident User

Important: You can give a user Master permissions if full access to incidents is required.

  • Problem User

Important: You can give a user Master permissions if they need full access to Problems, Known Errors, or Solutions.

  • Infrastructure Change User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Operator
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Operations Manager
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

On-Duty Manager
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User
Problem ManagementProblem Coordinator
  • Problem User

Important: You can give a user Master permissions if they need full access to Problems, Known Errors, or Solutions.

  • Incident Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Functional Role

You must assign the following functional role to the user in addition to the permissions:

  • Problem Coordinator

Service Level Management

Service Level Administrator
  • SLM Manager
  • Contact Location Admin
  • Contact Organization Admin
  • Asset Admin
  • Task User
  • Incident Viewer
  • Problem Viewer
  • Release Viewer
  • Contract Viewer
  • Infrastructure Change Viewer
  • Knowledge Viewer

Service Level Manager
  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Service Owner
  • Incident User
  • Problem Viewer
  • Infrastructure Change
  • Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

When you assign permissions, it is important to use only the minimum number of permissions that allow the person to perform their job. BMC strongly recommends that you have only one set of permissions combinations for any given role. There are only a few key permissions that a general application user needs to perform their duties. For more information about these key permissions, see Permission groups hierarchy and Roles and permissions.





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

Comments