This documentation supports the 9.0 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Incident Management permissions

The following permissions are used in the Incident Management application:

Permissions

Description

Application user license type

Incident Master

Users with Incident Master permissions can perform the following functions:

  • Create incidents
  • Modify all incidents independently of any functional roles or support group affiliations
  • View Incident templates

    Note: To create and modify templates, you need the Support Group Admin Functional role. With this role, the modification of templates is restricted to those for which the user is a member of the Authoring Group.
  • Configure:
    • Cost Category
    • Cost Center information
    • Cost Rate templates
    • Financial rules
    • Chargeback periods

      Note: Chargeback is a function of the costing sub-system and is given automatically with the other costing features, for example, access to the Product Catalog console.

      Use of the Master permissions groups should be limited to key personnel who either own a process or require full control of all Incidents.

      Recommendation: Limit the use of these permissions to individuals playing a Service Desk Analyst role who require full access to all Incidents.

      Users with these permissions must also belong to a Support Group before they can open the Incident form.

Fixed or Floating

Incident User

Users with Incident User permission can perform the following functions:

  • Create incidents
  • Modify incidents based on functional roles and support group affiliations (that is you must be a member or either the Assigned or Owner Group to have modify access to the Incidents with this permission)
  • View Incident templates

    Note: You must grant the Support Group Admin functional role to create and modify templates. With this role, template modification is restricted to templates for which the user is a member of the authoring group.

    Recommendation:Limit the use of these permissions to individuals playing one of the following Service Desk roles:
    • Group Coordinator
    • On-Duty Manager
    • Operations Manager
    • Operator and Specialist
    • Problem Coordinator,
    • Change and Release Coordinator
    • Service Level Manager
    • Service Owner

      Users with these permissions must also belong to a Support Group to open the Incident form.

Fixed or Floating

Incident Submitter

Users with Incident Submitter permission can create and query all incidents. They cannot modify incidents.

Recommendation: Grant these permissions to individuals who need to submit and view incidents. Typically, these permissions are given to any who fulfills one of the roles mentioned under the Incident User permissions. User-type permissions are required if the person needs modification access.

Users with these permissions must also belong to a Support Group to open the Incident form.

None

Incident Viewer

Users with Incident Viewer permission can:

  • query all incident requests
  • add Work Info records
  • update Work Info records

    Users with Incident Viewer permissions cannot:
  • submit incident requests 
  • modify incident requests

    Recommendation: Grant these permissions to individuals who need only read access to incidents. Typically, these permissions are given to most BMC Remedy ITSM applications users (that is, users who do not already have the 'Master', 'User' or 'Submitter' permission) for them to access incident information.

None

Incident Config

Users with Incident Config permission can perform functions that span the following components:

  • Incident Management component, configure:
    • Management application settings
    • Incident Impact values
    • Incident Urgency values
    • Incident Priority weight ranges
    • Incident Prioritization
    • Incident rules (general field enforcement and assignment rules)
    • Work Info Inbound and Outbound communications counters
    • Decision Trees
    • Scripts
    • Incident Templates (can create and modify all templates regardless of Authoring group affiliation)
  • Foundation component, for KPIs, configure:
    • Flashboard parameters
    • KPI titles (and register, this is an advanced option)
  • Requestor component:
    • Create and update Summary Definitions

      Recommendation: Grant these permissions to individuals who configure the component functions in the preceding list. Typically, people who fulfill this role are Application Administrators.

Fixed or Floating

Related topic

 Adding a support staff person

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