This documentation supports the 23.3 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

Change Management user roles and permissions

    The Service Management applications use the concept of functional roles for the following purposes:

    • To identify the individuals who have specific IT Service Management roles within your organization
      For example, the change coordinator role, as represented in some service management frameworks, is equivalent to the Infrastructure change coordinator functional role in the application. The intent of functional roles that are defined in the applications is to closely align with the roles defined in the service management best practice methodologies.
    • To extend the access granted by permissions groups to specific applications, which gives the user the required access to modify the changes and the associated tasks throughout its lifecycle
      For example, the Infrastructure change coordinator functional role allows the user to be assigned as the Change Coordinator of a change request, which gives the user the required access to edit the change record throughout its lifecycle. The user must also have either the Infrastructure Change Master or the Infrastructure Change User permission.


    Important

    Not all out-of-the-box functional roles are granted additional privileges. For example, if you have an Infrastructure change manager or Infrastructure change coordinator functional role and the change manager or change coordinator support group has been assigned to that change request respectively, you have write access to the change request.

    Functional roles are different from permissions groups. You can assign functional roles only to the support staff, based on the support groups to which they belong. You can assign multiple functional roles to a support team member. For example, Allen is a member of the Operations support group as well as the Change Coordinator within that support group. Allen is given the functional role of the Infrastructure change coordinator for the Operations support group, and Allen is also given the functional role of the infrastructure change approver because Allen approves change requests for the Operations support group.


    BMC Helix ITSM role

    The following table describes the roles and permissions that the user needs to access the BMC Helix ITSM application.

    Role Related permissions Related jobs
    Change Agent

    This role needs at least one of the following permission:

    • Change Submitter

    • Change Implementer

    • Change Approver

    • Change Coordinator

    • Change Manager

    Change Agent performs the following activities in BMC Helix ITSM:

    • Access and update change request tickets from the Ticket Console.

    • Add tasks to a change request.

    • Create change request tickets and broadcasts from the Create New menu.

    • Manage change request collisions and run impact analysis

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

    Change Management application functional roles

    The following table describes the Change Management application functional roles:

    Functional role

    Role Permission groups

    Description

    Best practice

    Infrastructure Change Approver

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

    The approval process uses this functional role to determine who to select as an approver when the approver has been defined as a member of the support group. 

    For example, support group A has 20 members, but only 3 out of the 20 members have the Infrastructure Change Approver functional role. When you select support group A to approve a change request, only the 3 members that have the functional role of infrastructure change approver are selected as the approvers for that change request.

    We recommend that you assign this role to users who belong to support groups that have one or more change approval mapping entries. For more information, see Configuring approval mappings for change and release management

    Infrastructure Change Coordinator

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

    The Change Management application uses this functional role to determine who can be assigned as the Change Coordinator for a given change request. 

    For example, support group B has 10 members, but only 2 out of the 10 members have the Infrastructure change coordinator function role. When you select support group B as the Change Coordinator Group, you can select either one of the 2 members that have the Infrastructure change coordinator functional role to be the change coordinator for the change request.

    You can also use this role when you create approval mappings and an approval request, which requires the change coordinator of the change request to be one of the approvers for a given approval phase. For more information, see Configuring approval mappings for change and release management

    For more information, see Change Management user roles and permissions Open link .

    We recommend that you assign this role to users who play the role of a change coordinator in your organization; that is, the subject matter expert (SME) for the change request. These users determine risk, prepare plans and schedules, and create and assigns tasks. These users typically oversee the change request throughout its life cycle.

    Infrastructure Change Manager

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

    The Change Management application uses this functional role to determine who can be assigned as the Change Manager for a given change request.

    For example, support group C has 15 members, but only 1 of the 15 members has the Infrastructure change manager functional role. When you select support group C as the Change Manager Group, you can select the 1 member who has the Infrastructure change manager functional role to be the change manager for the change request.

    You can also use this role when you create approval mappings, such as an approval request that requires the change manager of the change request to be one of the approvers for a given approval phase. For more information, see Configuring approval mappings for change and release management

    For more information, see Change Management user roles and permissions Open link .

    We recommend that you assign this role to a small number of users who are responsible for your organization's change processes and procedures according to your Change program.

    Important

    The change requester role is not defined as out-of-the-box functional role, but rather as a referenced role. This role and other similar roles are implied roles with the applications and can be assigned to the user that is present in the People (CTM:People) form.

    Change Management is a role-based application. What applications you can access, and how much information you can view or modify depends upon your role. In Mid Tier as the Process Flow Status bar moves the change request through the stages, different roles perform different tasks. The change coordinator creates the change request at the Initiate stage and the Task Implementer works on the tasks that are associated with the change at the designated task phase (Review, Implementation, or Close Down).

    The following figure displays the Process Flow Status bar in the stages of a change request.


    The user with the change manager functional role can view the functionality in the application that other users cannot view.

    Change requests track the progress of a change through its entire lifecycle, from the Initiation stage to the Closed stage. To manage a change request from start to finish, the main user roles listed in the following table are required. Although the responsibilities of these users can vary from organization to organization (and in some organizations, one person can fulfill several roles), they generally include the following roles and functions. In a small company, the same person can function as a change manager, approver, and task implementer.


    Change Management IT Support user roles

    Change Management role

    Calbro user

    Function

    Reference topic

    Change Coordinator

    Allen Allbrook

    Member of a support group responsible for providing one or more services. The change coordinator is responsible to create, plan, implement, track, and close changes related to services that the support group is responsible for. This role is a combination of the change supervisor and the assignee roles of the previous release.

    • Assesses requests for change that originated from Incident Management, Problem Management, or Release Management
    • Registers changes as needed to handle requests for change
    • Determines the risk and impact for requested changes
    • Prepares implementation plans by creating tasks
    • Monitors the progress of the changes
    • Obtains approval for changes outside of the CAB approval process

    Change coordinator role

    Change Manager

    Mary Mann

    Operations manager who has a complete overview of the infrastructure and must know the details of what is to be changed.

    • Reviews the risk and impact analysis to ensure that they have been performed thoroughly
    • Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations
    • Ensures that the timing of planned implementations does not conflict with other planned changes or events
    • Obtains normal CAB approval changes during CAB meetings

    Change Manager role

    Task Implementer

    This role is sometimes called the Task Assignee.

    Ian Plyment

    Support staff member or group who performs the tasks associated with a change request.

    For example, a change request for upgrading a mission-critical server might include backing up data on the server, uninstalling the old hard drive, and installing the new hard drive.

    • Member of front office support or back office support
    • Uses the Overview Console or the Ticket Console (for Smart IT) to perform the tasks associated with a change request

    Task implementation for Change Management

    For more information about permissions and roles, see  Roles and permissions Open link . For information about other important roles in Change Management, see Additional Change Management user roles.

    The following figure illustrates the different Change Management support staff roles. It also shows where each role fits into the stages of the change request lifecycle.


    The following request stages might not apply to all change requests. For example, you will see the Review & Authorize stage only if the application administrator has mapped an approver to the Business Approval phase.

    Request stage

    Request status

    Role and task

    Reference topic

    1a

    Initiate

    Draft

    The change coordinator creates the change request.

    Creating change requests in the Initiation and Recording stage

    1b

    Initiate

    Request For Authorization

    The Change Coordinator's approving authority approves the change request at the Review Approval Stage.

    Overview of the change management approval process

    2a

    Review & Authorize

    Draft

    The Change Coordinator performs the following tasks:

    • Assesses risk by using the predefined risk analysis questions.
    • Analyzes impact based on company, organization, department, region, site group, and sites.
    • Detects collision.
    • Plans development for implementation, verification, and back-out processes.
    • Defines ad hoc approvers for the Review Approval stage.
    • Defines the task review phase requirements.
    • Defines a business service to associate to the change request.
    • Associates any configuration items (CIs) affected by the change (if known).

    Analyzing the risk and impact of change requests in the Review and Authorize stage

    2b

    Review & Authorize

    Request For Change

    The Change Approver approves the business case for the change.

    Overview of the change management approval process

    3a

    Plan & Schedule

    Planning In Progress

    The Change Coordinator performs the following tasks:

    • Makes final adjustments or re-adjustments to the change request, as required.
    • Defines adhoc approvers for the Implementation Approval stage.

    Planning change requests in the Assessment, Planning, and Scheduling stage

    3b

    Plan & Schedule

    Scheduled For Approval

    The Change Manager reviews the change plan and sends it for approval.

    Overview of the change management approval process

    3c

    Plan & Schedule

    Scheduled For Approval

    The Change Advisory Board (CAB) approves the execution of Normal and Expedited changes.

    Overview of the change management approval process

    3d

    Plan & Schedule

    Scheduled

    The Change Coordinator monitors the progress of the change request, while the initial implementation tasks move the change request to the Implementation In Progress status.

    4a

    Implement

    Implementation in Progress

    The Change Coordinator performs the following tasks:

    1. Monitors the change request and updates the tasks related to the change request, if required.
    2. Relates new or updated CIs when necessary.
    3. Ensures that plans are being followed according to the provided documentation.
    4. Generates incidents related to failures in the change request implementation.

    Implementing change requests in the Implementation stage

    4b

    Implement

    Implementation in Progress

    The Task Implementer executes the tasks.

    Moving a change request to the implementation stage

    4c

    Implement

    Completed

    The Change Manager (approving authority) reviews the change request at the next CAB meeting to determine whether the request can be closed or backed out.

    Overview of the change management approval process

    5

    Closed

    Closed

    The change request automatically closes in 10 days from the final review that is done when the status is Completed. However, if automation is disabled, the Change Coordinator closes the change request.

    Completing and closing a change request in the Closed stage

    Important

    The Change Manager and the Change Coordinator can change the status of the request back to pending, or cancel the change request, except when the request is in the Closed status or awaiting approval decisions by a Change Approver.


    Change Manager role

    The Change Manager is a person or a group usually within an organization's support department. The Change Manager is responsible for the quality and integrity of the change management process. In large companies, the change manager's main responsibilities usually involve planning and oversight. In small companies, however, the Change Manager can function as the change coordinator who is performing the change. To be the Change Manager, a user must have the Infrastructure change manager functional role in Change Management.

    The change manager requires the following permissions and functional roles:

    • The Infrastructure Change User or Change Master application permission is required for access to change and task records.
    • Infrastructure change manager functional role is required to be assigned as the change manager for individual changes.
    • Membership in a company's support group is required to create change templates for that group.

    To understand the overall change request process, as a change manager, see Change coordinator roleTypical change manager activities include handling assignments and monitoring support staff activity involved in implementing the change request. Even though Change Managers have the same permissions as support staff and can do the same procedures in Change Management, they usually do not perform support staff activities. The Change Manager is also typically responsible for addressing general, day-to-day issues from a personnel and customer satisfaction standpoint.

    The following table describes the typical responsibilities of a Change Manager.

    Task

    Description

    Creating a change request

    Anyone can create a change request by using the Requester Console. Usually, a change manager creates change requests in Change Management.

    For more information, see Creating change requests in the Initiation and Recording stage.

    Accepting a change request

    When the change request is created, it must be assigned to a change manager. If the assignment engine is configured for automatic assignments, it is automatically assigned to the appropriate change manager, based on an organization's support staff grouping and the change request's categorization. The change manager is notified of assigned changes. While logging to the Change Management Console, the change manager can choose to view all the assigned change requests.

    For more information, see Assigning and reassigning change requests.

    Planning and scheduling a change request

    Planning activities include:

    • Scheduling the change request
    • Identifying, defining, and sequencing tasks that must be performed to accomplish the change
    • Determining the impact by assessing the different kinds of risks
    • Creating plans
    • Scheduling people and resources to implement each task
    • Estimating the costs of the change request
    • Ensuring that the timing of the planned implementations does not conflict with other planned changes or events

    For more information, see Defining and managing relationships.

    Submitting a change request for approval

    An organization's business rules determine whether a change request requires approval. The application administrator configures the approval process to determine which approval phases are available for the change request. If appropriate, the change manager can designate ad hoc approvers for emergency change approvals.

    After the request is approved, the change manager updates the request's status to Scheduled by moving it to the next stage on the Process Flow bar. The change manager can assign the tasks to the appropriate task implementers manually, or they can be assigned automatically.

    For more information about submitting the change for approval, see Approving change requests in the Approval stage.

    Logging and tracking a change request

    The change manager can track a request's progress as task implementers fulfill their assignments.

    For more information, see Tracking and managing efforts for a change request.

    Assessing the cost of a change request

    The Change Coordinator can assess the cost of a change request and charge accordingly.

    For more information, see Adding and modifying costs.

    Resolving change requests

    A change request is resolved when all the tasks are closed or cancelled.

    For more information, see Completing and closing a change request in the Closed stage


    Change coordinator role

    Change coordinators are support staff members with specialized abilities who handle the details of the change request. Change coordinators frequently exercise lead responsibilities based on factors such as location, skill set, troubleshooting skills, difficulty of the change request, and company (if you are a service provider). In large companies, the change manager would be responsible for the overall change such as scheduling, but the change coordinator would perform the day-to-day management of the change request process, for example, building and reviewing change plans, managing the change implementer, making sure that the change proceeds in a timely manner, and so on.

    Important

    When you create a change request, the Change Coordinator field on the Change form is populated with users who have the change coordinator or change manager functional role and who are included in the selected Coordinator Group. However, in the Search mode of the Change form, the field is populated with all users of the selected Change Coordinator group.

    The responsibilities of a change coordinator include the following tasks:

    • Accessing requests for change
    • Gathering appropriate information based on the type of change being investigated
    • Associating related CIs, incidents, and services to the change request
    • Providing status updates to requesters
    • Monitoring the progress of the change request
    • Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.
    • Reviewing all completed tasks. In the Implement stage, at least one task related to the change request is in progress.
    • Conducting post implementation reviews to validate the results of the change request
    • Determining requester satisfaction with change request


    Additional Change Management user roles

    There are some additional Change Management user roles that also have important responsibilities. For more information about permissions and roles, see  Roles and permissions Open link .

    Role Description

    Change implementer

    Change implementers are support people or groups responsible for change requests that do not require tasks. You can designate a member of your support staff as a change implementer in the Change form.

    Important: The Change Implementer field is not present when you use the Best Practice view in Change Management. One or more tasks must be associated to a change request for actual activities that need to be completed.

    Change implementers have their own assignment fields in the Change form when you use the Classic view. The changes assigned to the change implementer can be any type of routine activity that must be accomplished, for example:

    • Reviewing the weekly error log report
    • Rotating a backup tape
    • Turning off the server room lights
    • Replacing an office chair

    Important: If a change request includes one or more related tasks, the Change Implementer fields are not displayed on the Assignment tab.

    For more information, see Moving a change request to the implementation stage.

    Change approvers and the CAB

    According to ITIL recommendations, the Change Advisory Board (CAB) should approve all changes to the IT infrastructure. The CAB is a cross-functional group that is set up to evaluate change requests for their business need, priority, cost benefit, and other potential impacts to systems or processes. In Change Management, approvers are notified of change requests that require their review.

    Important: No change approvers are mapped out-of-the-box for Calbro Services. Your application administrator must configure them. As a result, if you move a change request through its lifecycle and you arrive at an approval phase, you simply need to move the change request forward. If an approver has been mapped for an approval phase (for example, Review), click the Approver tab in the Classic view or check the Approvers table on the Work Detail tab in the Best Practice view, to review who must approve the change request to move it forward. For more information, see the Configuring approval mappings for change and release management.

    The change approver requires the following permissions and functional roles:

    • Explicit change permission is not needed for access to change approval records. However, only people defined within the People form can be chosen as approvers. The minimum permissions in Change Management to approve change requests is Infrastructure Change Viewer. Users with this permission can view change requests in the Change form, but they must use Approval Central to approve them.

    • The change approver functional role is required to create an Approval mapping record for the users. The change approver functional role is also required to approve or reject changes on behalf of the approver support group.
    • Users with the Change Manager or change coordinator functional role can approve changes on behalf of their support group if they are defined as alternate approvers or as a global approver.

    For information about the approver role and step-by-step procedures associated with approvers, see Approving change requests in the Approval stage.

    Company executives

    Company executives, such as CIOs, can use Change Management consoles to understand trends relating to change configuration management, and take appropriate action to balance the flow.

    For example, CIOs can use the Change Management Dashboard to view important data points in an easy-to-read graphical display. They can select appropriate flashboards to appear on the Dashboard, with a time period that applies to all flashboards. CIOs can also use the Change Calendar to manage change and release activities. Executives can see a holistic picture of changes occurring in the enterprise, and associated business activities or events. Some of this information comes from the Change Management application and some through referencing objects in the BMC Helix CMDB.

    For more information, see Scheduling changes by using the Calendar.

    Application administrator

    The responsibilities of the application administrator, also known as the change administrator, might include installing and licensing the application, and configuring it to meet the organization's business needs. Some of the configuration tasks include:

    • Creating and maintaining change request and task categorization
    • Defining and adding members to support and general staff notification groups in the People form
    • Assigning licenses
    • Configuring approvals, risk, cost, templates, assignments, and change settings

    For more information about configuring the Change Management application, see Setting up and going live.

    While implementing the Change Management application, it is important to identify the people in your organization who need access to the Change Management application. Within the BMC Helix ITSM application, there are the following types of roles:

    Related topics

    Entering data in the people.xslx spreadsheet Open link

    Change Management roles


    Important

    • To edit a change request, you must have a write license for the Action Request System.
    • To view existing change requests or to submit a new change request, you must have a read license for the Action Request System.
    • You do not need any specific permission to add new work info or edit a work info that is not locked. However, you must belong to one of the change permission groups.
    • Except for the Infrastructure Change Config user, all other users can access the Product Catalog console from the Applications menu on the IT Home page of BMC Helix ITSM.
    • A user with Infrastructure Change User permission and the Change Approver's functional role can modify a change request without being a member of the assigned group.
    • Add licenses only for the features and number of users that correspond to your license entitlements. Your subscription or purchase determines your license entitlements.

    Permission roles

    Service Management applications use the concept of permissions groups to control access to the various BMC Helix ITSM or Smart IT applications such as forms, views, consoles, and functions. Permission groups are defined within the applications with a prescribed hierarchy. For example, the Master permission supersedes the User permission, which in turn supersedes the Submitter permission, which finally supersedes the Viewer permission. So, if you want to give access to a user to change requests, give access to one of these four permission group types depending on the requirements.

    In addition to the above permission group types, you can use the Config permission group type for application administrative purposes in conjunction with any one of the above permission group types.

    Basic access requirements

    The following sections describe the basic permissions required to access the BMC Helix ITSM .

    Types of access Description
    IT  user

    An IT  user is anyone who accesses BMC Helix ITSM with the change agent role.

    Additionally, users accessing BMC Helix ITSM should have access to records belonging to one or more companies. Company access is defined in each user's People record, under Access Restrictions in the  Login/Access Details  tab. BMC Helix ITSM uses access restrictions to determine what company information is displayed on the Dashboard and in the Consoles.

    Basic access requirements for a BMC Helix ITSM user might look like the following example:

    Access restrictions defined + permissions for the change agent role

    IT  administrator access

    A IT  administrator (IT Admin) is anyone who performs BMC Helix ITSM configuration or administration activities. IT Admins have access to the Knowledge Template Styles and Screen Configuration options in the Configuration menu. For minimum access permissions, see  IT Admin permissions.

    Change permissions

    • Infrastructure Change Master - Infrastructure Change Master is an administrator for Change Management. This level of permission is the highest access level for creating and updating change requests. The administrator must grant the Master permissions groups only to key personnel who own a process or who have full control over schedules. 
    • Infrastructure Change User - The Infrastructure Change Users perform the role of a change manager or change coordinator within the Change Management  process. You should grant these permissions to users who perform the role of a support group lead within the  Incident Management process or a problem coordinator role within the  Problem Management process, or both, and who might need to modify changes that result from Incidents, Problems, or Known Errors. Additionally, these permissions should be granted to users who perform the role of a continuity manager. 
    • Infrastructure Change Viewer - Infrastructure Change viewer permission is superseded by the Infrastructure Change Master and Infrastructure Change User permission. 
    • Infrastructure Change Submitter - Infrastructure Change Submitter permission is granted to Problem Coordinator and IT specialists to create change requests.

    The following table describes the scope of the change permissions:

    Tasks Infrastructure Change Master Infrastructure Change User Infrastructure Change Viewer Infrastructure Change Submitter Remarks, if any
    Create change request (tick) (tick) (error) (tick)
    Modify change request (tick) (tick) (error) (error)

    The following conditions apply:

    • Only the user with Infrastructure Change Master permissions can modify the change request after the change request is closed. 
    • The user with Infrastructure Change User permission needs multiple conditions to modify the change request. For more information, see change user conditions.

    View change requests (tick) (tick) (tick) (tick)
    Create approval mappings (tick) (error) (error) (error) The use with Infrastructure Change Master cannot modify the class, status, and dates in the change request.
    Modify approval mappings (tick) (error) (error) (error)
    Create change templates (tick) (error) (error) (error) Users with the Infrastructure Change User permission and Support Group Admin functional role can create support group change templates
    Modify change templates (tick) (tick) (error) (error) Users with the Infrastructure Change User permission and Support Group Admin functional role can modify support group change templates. For users with the Infrastructure Change User permission, modification of templates is restricted to those templates where the user is a member of the Authoring Group.
    Create tasks within the change request (error) (error) (error) (error)
    Modify the tasks within the change request (tick) (tick) (error) (error) The user with Infrastructure Change User permission can edit tasks if this user belongs to the assigned support group for that task, even if the user does not belong to the assigned support group for that change. 
    Execute the change request to completion (tick) (error) (error) (error)


    Modification of a change request by a Infrastructure Change User

    A user with Infrastructure Change User permission can modify a change request if the following conditions are met:

    • Condition 1
    • Condition 2


    • Condition 3


    • Condition 4


    Permissions required to configure BMC Helix ITSM: Change Management

    Users with the Infrastructure Change Config permission can perform all change administration functions that include the following four components. The user with this permission access Mid Tier to make the configuration changes. 

    Component Functions
    Change Management Configuration
    • Configure the Mid Tier Change calendar
    • Configure the change prioritization values
    • Configure the process flow next stage status transitions
    • Configure the change rules (general field enforcement and notification rules)
    • Configure the change risk factors
    • Configure the change templates
    Foundation
    • Configure the approval process
    • Register applications that will use Command Automation Interface, or CAI (advanced feature)
    • Define commands, command parameters, and command parameter mappings for the CAI (advanced feature)
    • KPI—configure the Mid Tier Flashboards parameters
    • KPIconfigure and register the KPI titles (advanced option)
    Requestor Console
    • Create and update the summary definitions

    Task Management System

    • Configure the task assignment mappings
    • Configure the task group templates
    • Configure the task templates
    • Configure the variable templates

    Best practice

    Grant the Infrastructure Change Config permission to users requiring access to configure the component functions described in the preceding lists. Typically, you grant these permissions to a user performing the role of an Application Administrator.

    Permissions required for a Change Agent

    The following table lists the required permissions for Change Agents:

    Important

    • Access to Change Management functionality in BMC Helix ITSM depends upon the level of permissions. For example, Infrastructure Change Viewers cannot create change requests, and users with only Infrastructure Change Submit or Infrastructure Change Viewer permissions cannot perform collision management or impact analysis. Users with Infrastructure Change User permission can perform these functions for change requests assigned to their support group.

    • In BMC Helix ITSM, users with Infrastructure Change User permissions can modify a change request if they belong to either the Change Manager group or the Change Coordinator group specified on the change request. In BMC Helix ITSM, a user with Infrastructure Change User permissions can only modify a change request if one of the following conditions is true:

      • The user has the change manager functional role and belongs to the Change Manager group specified on the change request.

      • The user has the change coordinator functional role and belongs to the Change Coordinator group specified on the change request

    Category

    Permission

    Additional information

    Change Management

    At least one of the following permissions is required:

    • Infrastructure Change User

    • Infrastructure Change Master

    • Infrastructure Change Viewer

    • Infrastructure Change Submit

    None

    Asset Management

    At least one of the following permissions is required:

    • Asset Viewer

    • Asset User

    • Asset Admin

    With the optional Receiving User permission, Change Agents can also scan assets, compare them with a purchase order, and mark them as received. 

    IT Admin permission

    An IT Admin must have AR System Administrator permissions to perform screen configuration (for example, adding custom fields to Smart IT views) and to create knowledge template styles.

    In addition, if an IT Admin provides administration for support groups in BMC Helix ITSM, that person needs Contact Organization Admin permissions. For more information, see  Foundation module permission groups Open link in the BMC Helix ITSM  documentation.

    Change Management Dashboard User

    Users with Change Management Dashboard User permission can view the Change Management Dashboard form.

    Best practice

    Grant these permissions to users performing the role of a change manager or change process owner.

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