This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Change Management permissions

While implementing the Change Management application, it is important to identify the people in your organization who will need access to the Change Management application. Within the Remedy IT Service Management or the Smart IT application, there are two types of roles:
  • Permissions roles
  • Functional roles

Note

  • To edit a change request, you must have a write license for the Remedy AR System server.
  • To view existing change requests or submit a new change request, you must have a read license for the Remedy AR System server.
  • You do not need any specific permission to add a new work info or edit a work info that is not locked. However, you must belong to one of the change permission groups.
  • Only the user with Infrastructure Change Master permissions can modify the change request after the change request is closed. 
  • Except for the Infrastructure Change Config user, all other users can access the Product Catalog console from the Applications menu on the IT Home page of Remedy IT Service Management.
  • A user with only Infrastructure Change User permission and Change Approver's functional role can modify a change request without being a member of the assigned group.

To understand the functional roles in Remedy Change Management, see User roles in the change request lifecycle.

Permission roles

Remedy applications use the concept of permissions groups to control access to the various Remedy IT Service Management or Smart IT applications such as forms, views, consoles, and functions. Permission Groups are defined within the applications with a prescribed hierarchy. For example, the Master permission supersedes the User permission, which in turn supersedes the Submitter permission, which finally supersedes the Viewer permission. So, if you want to give access to a user to change requests, give access to one of these four permission group types depending on the requirements.

Note

In addition to the above permission group types, you can use the Config permission group type for application administrative purposes in conjunction with any one of the above mentioned permission group types.

The following sections describe the specific permissions and the level of access related to the Change application.

Infrastructure Change Master

Infrastructure Change Master is like an administrator for Remedy Change Management. This is the highest access level permission for creating and updating change requests.

Note

The Master permissions groups should be granted in a limited fashion and only to key personnel who own a process or who have full control over schedules.

Users with the Infrastructure Change Master permission can perform the following functions. For this, on the System Settings form, make sure that the value of Application permission model is set to Support group and company.

Functions
  • Create change requests.
  • Modify all change requests and tasks independently of any functional roles or support group affiliations.
  • Create and modify approval mappings.
  • Create and modify change templates (modification of templates is restricted to those templates where the user is a member of the Authoring Group).
  • Edit tasks within the change request.
  • Execute the change request to completion.
  • Edit the change request after it is closed. The Infrastructure Change Master user cannot change the class, status, dates, and add new tasks, and, an ad-hoc approver.

Additionally, users with Infrastructure Change Master permission can perform the following administrative functions (the same as the Change Config User):

  • Create and modify approval mappings.
  • Create and modify change templates.

Note: However, if the Application permission model is set to Support group, any user with this permission can perform the same functions as that of a Change Manager or a Change Coordinator that belong to the assigned support groups.

Best practiceLimit the use of these permissions to users playing a Change Manager role or a Change process owner requiring full access to all the change requests.
Application user license type?Fixed and floating

Infrastructure Change User

The Infrastructure Change Users perform the role of a Change Manager, Change Coordinator, or Change Implementer within the Change Management process. You should grant these permissions to users who perform the role of a support group lead within the Incident Management process or a problem coordinator role within the Problem Management process, or both, and who might need to modify changes that result from Incidents, Problems, or Known Errors. Additionally, these permissions should be granted to users who perform the role of a Continuity Manager. 

An Infrastructure Change User who does not have the functional role of a Change Coordinator or a Change Manager for the assigned support group can modify the change request only till the change request is in the Planning In Progress stage (excluding changing the status). To execute the change request (changing the status), the user must have a functional role of a Change Coordinator or a Change Manager for the support group to which the change request is assigned.  

For example, Allen has the functional role of a Change Coordinator for the BackOffice support group.

  • When a change request is assigned to the BackOffice support group for the Change Coordinator Role, Allen can modify the change request and execute it to completion even if he is not directly assigned as the Change Coordinator for that change request. 
  • When a change request is assigned to the FrontOffice support group, Allen can modify the change request only till the change request reaches the Planning In Progress status. 

    Tip

    Editing a change request implies that the change user can edit all the change attributes including the following: 

    • Relationships
    • Impacted Areas
    • Requested For User (Customer Company)
    • Change Location
    • Task
    • Operational/Product Categorization
    • Financials
    • Add Ad-hoc Approvers
    • Business Time Segment 
      The Infrastructure Change User can edit all the change attributes, only if business rules allow to do so. For example, you cannot change the scheduled dates when the change request has reached the Scheduled status.  

    The Infrastructure Change User can edit tasks when he belongs to the assigned support group for that task, even when he does not belong to the assigned support group for that change. For example, if Allen does not belong to assigned support groups for a change request, but he belongs to a support group to which the task is assigned, he can edit that specific task (for example, he can add a CI to that task). A task can be edited by any change user if that user is a part of the assigned task group, irrespective of the status of the change request.

The following table lists the actions that the Infrastructure Change User can perform based on the permissions given to the user.

PermissionsActions
The user belongs to the Change Manager, Change Coordinator, or the Change Requester's support group to which the change is assignedThe user has the functional role of a Change Manager or Change Coordinator for the assigned support groupsThe user belongs to the Task Assignee support groupsThe user can edit the change request till the Planning In Progress stage (before the Planning is completed)The user can execute the change till the Completion stage (change status of the change request)The user can edit tasks beyond the Planning In Progress stage
YesYesYesYesYesYes
YesYesNoYesYesYes
YesNoNoYesNoNo
YesNoYesYesNoYes
NoNoYesNoNoNA
NoNoNoNoNoNo


Note

Users with the Infrastructure Change User permission and Support Group Admin functional role can create or modify support group change templates.

Users with the Infrastructure Change User permission can perform the following functions:

Functions
  • Create change request
  • Modify change requests and tasks (with restrictions) based on the following functional roles and support group affiliations:
    • A user with this permission and no Change Management functional role, can only modify changes where the user is the Requestor or belongs to the Change Implementer Group.

    • A user with this permission and the Change Coordinator Functional role, can only modify changes where the user is the Requestor or belongs to the Change Implementer or Change Coordinator Group, or both.

    • A user with this permission and the Change Manager functional role, can only modify changes where the user is the Requestor or belongs to the Change Implementer or Change Manager Group, or both.

Best practice

Grant this permission to users performing the role of a Change Manager, Change Coordinator, or Change Implementer within the Change Management process.

Also, grant this permission to users who play the role of a Group Coordinator within the Incident or Problem Management processes, or both, as they might need to create and modify changes that result from incidents, problems, or known errors.

Application user license type?Fixed and floating

Infrastructure Change Submitter

Users with Infrastructure Change Submit permission can perform the following functions:

Functions
  • Create and query all change requests.
  • Add a new work info to the existing change request. 

Note:

  • Users with these permissions cannot modify change requests.
  • Unlike the Infrastructure Change user, a user with Infrastructure Change Submitter permissions does not need a license to submit the change request.
Best practiceGrant this permission to users who must submit and view change requests. Typically, these permissions are given to problem coordinators and IT specialists, who often create change requests.
Application user license type?Read

Infrastructure Change Viewer

Users with the Infrastructure Change Viewer permission can perform the following functions:

Functions
  • Query all change requests.
  • View change requests.
  • Add a new work info to the existing change request.

Note: Users with these permissions cannot submit or modify change requests.

Best practiceGrant this permission to users who need read-only access to view change requests. Typically, this permission should be given to most Remedy IT Service Management applications users (that is, users who do not already have the Master, User or Submitter permissions), so that they will be able to access information about changes being made to your infrastructure. This is also required in order to perform quick search on existing changes.
Application user license type?None

Infrastructure Change Config

Users with the Infrastructure Change Config permission can perform all change administration functions that include the following four components: 

Note

The application user license type for Infrastructure Change Config is fixed and floating.


ComponentFunctions
Change Management Configuration
  • Configure the mid-tier Change calendar
  • Configure the change prioritization values
  • Configure the process flow next stage status transitions
  • Configure the change rules (general field enforcement and notification rules)
  • Configure the change risk factors
  • Configure the change templates
Foundation
  • Configure the approval process
  • Register applications that will use Command Automation Interface, or CAI (advanced feature)
  • Define commands, command parameters, and command parameter mappings for the CAI (advanced feature)
  • KPI—configure the mid-tier Flashboard parameters
  • KPIconfigure and register the KPI titles (advanced option)
Requestor Console
  • Create and update the summary definitions
Task Management System
  • Configure the task assignment mappings
  • Configure the task group templates
  • Configure the task templates
  • Configure the variable templates

Best practice

Grant this permission to users requiring access to configure the component functions mentioned in the preceding lists. Typically, you grant these permissions to a user playing the role of Application Administrator.

Change Management Dashboard User

Users with Change Management Dashboard User permission can view the Change Management Dashboard form.

Best practice

Grant these permissions to users performing the role of a Change Manager or Change process owner.

Related topic

Defining people, permissions, and support groups

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