This documentation supports the 22.1 version of BMC Helix ITSM Insights.

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

Roles and permissions

User roles and permissions let administrators control how people access and interact with BMC Helix ITSM Insights. To be able to use the proactive problem management and real-time incident clustering in BMC Helix ITSM Insights, users need to have pertinent Problem Management and Incident Management permissions in BMC Helix ITSM.

User authentication shared across BMC Helix ITSM, BMC Helix ITSM Insights and BMC Helix Portal.

As a Remedy administrator, you can assign user permissions from the People form in BMC Helix ITSM. For more information on roles and permissions in BMC Helix ITSM, see  Roles and permissions Open link  (BMC Helix ITSM documentation)


Related topics

User identities Open link (BMC Helix Portal documentation)

List of roles Open link BMC Helix Portal documentation)

Logical groups created during activation

When BMC Helix ITSM Insights is activated by the BMC SaaS Operation team, the following groups are automatically created in Action Request System and users associated with these groups are automatically synced into BMC Helix Portal. Additionally, these groups are mapped with the correct AI roles that contain appropriate permissions in BMC Helix Portal through which users interact with BMC Helix ITSM Insights. 

GroupPermissions

Mapped role in BMC Helix Portal

Problem Identification User


This group contains all users who have the following permissions:

  • Problem Master
  • Problem User
  • Problem Coordinator

AI Developer

Incident Correlation User

This group contains all users who have the following permissions:

  • Incident Master
  • Incident User

AI Developer

ITSM Insight Administrator

This group contains all users who have the following permissions:

  • Problem Config
  • Incident Config

AI Config

To be able to access BMC Helix ITSM from Smart IT, users must have a platform user license. For more information, see  Creating and modifying users Open link .

Important

The AI Admin and AI user roles in BMC Helix Portal are not currently used in BMC Helix ITSM Insights.

Roles and permission using BMC Helix Portal

BMC Helix ITSM Insights uses BMC Helix Portal to provide single sign-on authentication for users. In BMC Helix Portal, you can create and edit users and user groups, and assign any of the available permissions, such as creating, modifying, viewing, deleting, or managing objects. However, you cannot create new permissions.

As a tenant administrator in BMC Helix Portal, you can control access to various features available with the integrated products. Use the following information for assigning permissions to BMC Helix ITSM Insights users.

Permission

Description

AI Config

AI Developer

Service

Resource

Permissions




core

algorithm_template

view

View algorithm templates

(tick)

(tick)



manage

View and update algorithm templates


(tick)


algorithm

view

View algorithm

(tick)

(tick)



manage

View and update algorithm


(tick)



icupdate

View and update incident correlation algorithm

(tick)



algorithm_execution

view

View algorithm run results


(tick)



manage

Run an algorithm that creates an artificial intelligence/machine learning job


(tick)


algorithm_execution_summary

view

View algorithm run summary 


(tick)


algorithm_files

view

View input file (.csv file) for artificial intelligence/machine learning job


(tick)



manage

Upload or delete input file (.csv file) for artificial intelligence/machine learning job


(tick)

Permissions required for modifying configuration

To modify the proactive problem management configuration, users must have the Problem Config permission.

To modify the incident correlation configuration settings, users must have the Incident Config permission.

Permissions required for proactive problem management

To use the Proactive problem management workspace in BMC Helix ITSM Insights, users must have pertinent problem and incident management permissions.

Users must have at least one of the following problem management permissions in BMC Helix ITSM to create and relate problems in BMC Helix ITSM Insights:

  • Problem Master
  • Problem User

Users must have at least one of the following incident  management permissions in BMC Helix ITSM to drill down into clusters and access incidents:

  • Incident Master
  • Incident User

Permissions required for real-time incident correlation

Users must have the following permissions to work in BMC Helix ITSM to be able to use the Real-time incident correlation workspace in BMC Helix ITSM Insights:

  • Incident Master—A user with Incident Master permission can work on incidents independent of any functional roles or support group affiliations.
  • Incident User—A user with Incident User permission can work on tickets that are Assigned or Owned by a support group to which the user belongs.

Row Level Access

  • Problem coordinators can access only proactive problem management jobs and results created by them. The incident data used by the jobs depend using the permissions of the user who created the job.
  • For incident correlation, the row level access is controlled when displaying the data. Users can view only those incidents to which they have access.
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