This documentation supports the 23.3 version of BMC Helix ITSM.

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

Work info permissions

A user with access to a service request record can add a work info record to it. This ability means that users who do not have permissions to update fields on the main record can still add notes (for example, analysis, observations, or recommendations) using a work info record. Also, users with application master user permissions (for example, Change Master) can update or correct any work info record that is not locked. As with previous releases of BMC Helix ITSM, after a work info record is locked, nobody can edit it.

Users with application user permissions (for example, Incident User) can update their own work info records while the service request is still open. After the service request is closed, application users cannot edit the work info records associated with the request. This feature ensures that work info records cannot be tampered with after a request is closed.

Important

Adding or modifying the work information of a ticket or a work order does not update the last modified date of a ticket or a work order for the following applications:

  • BMC Helix ITSM: Change Management
  • BMC Helix ITSM: Service Desk: Incident Management
  • BMC Service Request Management

The ability to add or edit Work info entries is controlled by a combination of user permissions and the status of the related request, as described in the following tables.

The information in Adding work info entries applies to the following application forms and consoles:

  • BMC Helix ITSM: Change Management
  • Consoles
  • Infrastructure Change form
  • BMC Helix ITSM: Service Desk: Incident Management console
  • Help Desk form
  • BMC Helix ITSM: Service Desk: Problem Management console
  • Known Error form
  • Problem Investigation form
  • Solution Database form
  • Release Management console
  • Release form
  • Activity form (Activity does not use permission groups. It inherits its behavior from the Release Management component.)

Adding Work info entries

The following table shows that all users, regardless of request status, can add work info entries providing they have permission to view the record. 

User permission

Request status: open or closed?

Add Work info function: enabled or disabled?

Any

Either

Enabled

Important

Although users with "viewer" permissions, such as Incident Viewer, cannot create or modify requests, they can add work info entries.

Editing Work info entries

The following table describes edit access to Work info records based on a combination of Work info record status (locked, not locked), user permission, and service request status.

Work info record status

User permission

Request status

Edit Work info function

Locked

Any

Either open or closed

Disabled

Not locked, user has Master permission 

Change Master

Incident Master

Problem Master

Release Master

Either open or closed

Enabled

Not locked, user has permission to modify the service request



Change User

Incident User

Problem User

Release User

Open

Enabled

Closed

Disabled

Not locked, user does not have permission to modify the service request 




Change User

Incident User

Problem User

Release User

Change Viewer

Incident Viewer

Problem Viewer

Release Viewer

Change Submitter

Incident Submitter

Problem Submitter

Open (The Work info entry was created by the user currently viewing the record.)

Enabled

Open (The Work info entry was not created by the user currently viewing the record.)

Disabled

Closed

Disabled

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

Comments