BMC Remedy ITSM data access model
BMC Remedy ITSM provides a rich set of features that protect your data from unauthorized access. Keeping information secure can be a major undertaking in client/server environments. You want to rigorously control who can access data, yet you do not want security to be so complex that it intrudes on your user community or is difficult for you to implement or maintain. BMC Remedy ITSM enables you to meet these seemingly opposing security goals. It enables you to control which users can access data.
- Support group centric ticket data access — Ticket data access is managed based on individuals (for example, submitter, on behalf of, and assignee) and support groups associated with a ticket. This restricts ticket access to only those users who are directly connected to a ticket or to a support group associated with a ticket. For more information, see Row level security.
- Hierarchical groups — This feature is based on the hierarchical group feature in BMC Remedy AR System and allows you to create collector groups that are parents of other groups. The parent group can access its own ticket data and the ticket data of its child groups. You can extend the ticket data access to higher groups using hierarchical groups. For more information, see Hierarchical groups: Using a parent group for permission inheritance.
Data access permissions
BMC Remedy ITSM applications use two types of data. Permissions to access each data type differ.
|Data type||Required access permissions|
|Configuration Data||Access to this data is set at company level which means the data is accessible to everyone in a company.|
|Transactional (Ticket) data|
Each ticket is treated as a row in BMC Remedy ITSM. Access to this data can be of the following types:
For more information about ticket data access and parent groups, see Row-level security and Hierarchical groups: Using a parent group for permission inheritance.