This documentation supports the 23.3 version of BMC Helix ITSM.

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

Functional roles and extended application access

BMC Helix ITSM applications are developed by using the AR System  Deployable applications Open link

Functional roles are used primarily to extend the access granted by permissions. Some of the functional roles can be used for notifications. For more information see, Roles and permissions in BMC Helix Innovation Suite Open link

Important

You can assign functional roles only to support staff members.

The following table lists the functional roles defined in the BMC Helix ITSM applications:

Functional role

Application

Purpose

Asset Creator

BMC Helix ITSM: Asset Management

Allows Asset users to create assets.

In Progressive Web Application (PWA) screens, Asset users with the Asset Creator functional role can also copy an existing asset.

Availability Manager

  • BMC Helix ITSM: Asset Management
  • BMC Helix ITSM: Change Management
  • BMC Helix ITSM: Service Desk

Is used for informational purposes and for BMC Service Level Agreement (SLA) escalation notifications.

Broadcast Submitter

  • BMC Helix ITSM: Asset Management
  • BMC Helix ITSM: Change Management
  • BMC Helix ITSM: Service Desk

Allows users to create and modify broadcast messages.

Incident Manager

Incident Management feature of BMC Helix ITSM: Service Desk

Is used for informational purposes and for notifications from BMC Service Level Management. Also grants access to the Incident Management Console.

Infrastructure Change Approver

BMC Helix ITSM: Change Management

Identifies support people within support groups as approvers for infrastructure changes. If a support group is defined to approve changes, this role must be granted to at least one person in the group for that person to approve changes.

Infrastructure Change Coordinator

BMC Helix ITSM: Change Management

Grants full access to infrastructure changes assigned to the coordinator's group. 

Infrastructure Change Manager

BMC Helix ITSM: Change Management

Grants full access to infrastructure changes assigned to the manager's group. Also grants access to the Manager view of the Change Management Console.

Problem Coordinator

Problem Management feature of BMC Helix ITSM: Service Desk

Grants control of all problem investigations, known errors, and proposed solution database entries assigned to their respective group. 

Release Approver

BMC Helix ITSM: Change Management

Identifies support people within support groups as approvers for release records. If a support group has been defined to approve releases, this role must be granted to at least one individual within the group so that the individual can approve releases.

Release Coordinator

  • BMC Helix ITSM: Asset Management
  • BMC Helix ITSM: Change Management
  • BMC Helix ITSM: Service Desk

Grants access to release records that are assigned to the Release Management Support Group. Provides access to reassign releases.

Support Group Admin

  • BMC Helix ITSM: Asset Management
  • BMC Helix ITSM: Change Management
  • BMC Helix ITSM: Service Desk

Allows users to add or remove support staff members from the support group for which they are the administrator. As a support group administrator, you can also modify the Support Group entry for which you are the administrator and the Incident and Change templates.

Important: A Support Group Admin cannot modify the on-call paging times that were created by another administrator with Support Group Admin permissions.

Support Group Lead

Incident Management feature of BMC Helix ITSM: Service Desk

Allows the Support Group lead of the Incident Owner Group to modify incidents that are closed.

Support Group Manager

Incident Management feature of BMC Helix ITSM: Service Desk

Allows the Support Group Manager of the Incident Owner Group to modify incidents that are closed. Also grants access to the Incident Management Console.

Major Incident Manager

Incident Management feature of BMC Helix ITSM: Service Desk

Is accountable for managing major incidents from the time they are identified till the time that they are closed. Allows Service Desk managers to accept, manage, and track major incidents. Also assigns a Communication Coordinator for a major incident.

Communication Coordinator

Incident Management feature of BMC Helix ITSM: Service Desk

Is responsible for all communications about major incidents. Allows the user to manage communication coordination for a major incident.

For information about the functional roles for BMC Service Request Management, see BMC Service Request Management roles Open link .

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