This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Functional roles and extended application access

BMC Remedy IT Service Management applications are developed using the BMC Remedy AR System deployable application model, which supports role-based access permissions.

Functional roles are used primarily to extend the access granted by permissions. Some of the functional roles can be used for notifications.

Note

Only support staff members can be given functional roles.

The following table lists the functional roles defined in the BMC Remedy ITSM applications.

Functional roles

Functional role

Application

Purpose

Availability Manager

BMC Asset Management, BMC Change Management, BMC Service Desk

Used for informational purposes and for BMC SLA escalation notifications.

Broadcast Submitter

BMC Asset Management, BMC Change Management, BMC Service Desk

Allows users to create and modify broadcast messages.

Incident Manager

Incident Management feature of BMC Service Desk

Used for informational purposes and for notifications from BMC SLM.
Also grants access to the Incident Management Console.

Infrastructure Change Approver

BMC 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 so that person can approve changes.

Infrastructure Change Coordinator

BMC Change Management

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

Infrastructure Change Manager

BMC 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 Service Desk

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

Release Approver

BMC 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 Asset Management, BMC Change Management, BMC 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 Asset Management, BMC Change Management, BMC 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 admin, you can also modify:

  • the Support Group entry for which you are the admin.
  • Incident and Change templates.
    NOTE: A Support Group Admin cannot modify On-Call Paging Times that were created by another Support Group Admin.

Support Group Lead

Incident Management feature of BMC 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 Service Desk

Allows the Support Group Manager of the Incident Owner Group to modify incidents that are closed. Can be applied to either the Assigned or Owner Group in the Incident form.

Also grants access to the Incident Management Console.

For information about the functional roles for BMC Service Request Management, see Application Functional roles .

Note

BMC Remedy ITSM uses the deployable application model provided by BMC Remedy AR System, which supports role-based access permissions.

Related topics

Permission groups hierarchy
Adding support staff
Creating People templates

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Andreas Mitterdorfer

    Would it be possible to create a list showing the prerequisites for a functional role in regards of permissions and licenses?

    Eg. for "Infrastructure Change Manager" you need "Infrastructure Change User" permissions with a fixed or floating license

    Dec 03, 2013 09:21
    1. Bruce Cane

      Hi Andreas, thanks for this suggestion. This would make a good addition. With the current backlog of work, it might take a while for me to get to doing this. However, I will create a note for myself that I can track.

      Dec 03, 2013 10:09
  2. Bruce Cane

    Hi Camilla,

    Here is what our subject matter expert had to say:

    "Maybe we just remove the note all together. 

    As a Support Group Admin you have access to your own Support Group record.  Access to the record is made from the People form from within the Support Group tab (there is a button that opens the Support Group form and displays the record).  After you are in the Support Group form you can view other Support Group records, but only access to modify your own. 

    The note is just stating that if you want full access to the Support Group records you need Contact Organization Admin permission."

    Let me know if that helps. If it does, then I'll update the documentation to make that more clear.

    Mar 28, 2014 09:11
  3. Camilla Svanstrom

    Hi,

     

    I think it gets confusing cause the Support Group Administrator Role is stand alone rol/function for making modifications to specific support groups e.g. the groups you are connected to, this as far as I know can be done by accessing the group in for example the Overwiev Console under My profile.

    The Contact Organization Admin is most likley dedicated to Service Desk staff or equal and do not require having Support Group Admin role and enables modifications to any given group regardless of person is connected to it.

    And Questin : Where is that Button that opens the form ? ( 8.1 only ? ) I am on 7.6.04

    Am I making sense (smile) I am Swedish....so if not blame it on that ....

     

    Mar 31, 2014 04:20
    1. Bruce Cane

      Makes perfect sense! I have worked with many Swedes in the past. In fact, I have an A.I.K. mousepad in my office! (smile) ... let me check on that button for you.

      Mar 31, 2014 09:50
    1. Bruce Cane

      Hi Camilla, here is a screen shot that shows the button location (it was introduced in 7.0)

      Click the image to enlarge it

      Mar 31, 2014 10:41
  4. Camilla Svanstrom

    Hej,

    Many thanks for this and phew you got me (smile) and understood....I will check the image asap and A.I.K bah, I will see if I find an HIF mousepad instead , Helsingborgs IF, although football not very popular in Sweden at the moment.

    Again thanks!

    Br Camilla 

    Apr 03, 2014 12:28
    1. Bruce Cane

      My pleasure Camilla. Let me know if you have any other questions, or if there's anything else that I can do for you. 

      Apr 03, 2014 01:42