Problem management user roles and permissions

The following end user roles are for the Problem Management module of the BMC Helix ITSM: Service Desk application. 

Problem coordinator

Problem coordinators are responsible for the quality and integrity of the problem management process. Problem coordinators have full access to problem investigations and known errors assigned to their support groups.

Problem coordinators require at least Problem User permission to access Problem Management. In addition, they must have the functional role of Problem Coordinator to perform the problem coordinator's duties. Their responsibilities include:

• Reviewing the incident requests that have been related to the services for which they are the problem coordinator to help identify problems
• Ensuring that the problems for which they are responsible (including the ones that have been identified within the Availability and Capacity Management processes) progress through the problem management process in a timely and prioritized manner
• Ensuring that the information entered in the problem investigations and known errors that they manage is accurate and complete
• Periodically reviewing their problem investigations for which a practical structural solution cannot be found
• Verifying structural solutions and closing the known errors and problem investigations that they manage

Specialist

Specialists work on problem investigations and known errors as assigned. Their responsibilities include:

• Suggesting workarounds for problems
• Establishing the root causes of identified problems
• Proposing structural (that is, permanent) solutions for problems
• Implementing structural solutions for problems if the Change Management process is not required
• Updating the problem investigation with relevant information and status changes

Individuals fulfilling the role of a specialist require Problem User permissions to access Problem Management. Permissions are assigned to individuals by the system administrator.

Problem agent

A problem agent is any Problem Management user who performs one or more of the following jobs in your organization:

• Problem Manager

• Problem Coordinator

• Problem Submitter

• Problem Solution Implementers

Problem agents perform the following activities in Problem Management, with the required permissions:

• Create problem investigations and known error tickets and broadcasts using the Create New menu

• Create related problems from incidents

• Relate problems and known errors to existing incidents, change requests, and work orders

• Add tasks to problems and known errors

• Create assets from the Create New menu

• Access and update assets from the Asset Console, Global search, and Updates feed

How the Problem Coordinator role maps to permission groups

The Problem Coordinator user role is mapped to the following permission groups:

Depending upon the permissions given to you by your administrator, you can perform the following operations on a problem investigation.

The following table describes the scope of the problem investigation permissions: 

Tasks	Problem Config	Problem Master	Problem User	Problem Submitter	Problem Viewer
View problem investigations and known errors
Create problem investigations and known errors
Submit problem investigations and known errors
Query problem investigations and known errors
Modify problem investigations and known errors
Delete problem investigations and known errors
Add Work Info records
Modify Work Info records
Access the Product Catalog Console
Perform configurations on problems settings including Impact, Urgency, Priority Matrices, Decision Trees, Problem Management Settings (in BMC Helix ITSM)