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Configuring roles for related parties

As an administrator, you can configure the roles for the related parties. 

When you add a related party for any incident ticket, you must add a role for that particular related party to help you identify who has access to the incident ticket. By performing this configuration, you can add roles other than the following out-of-the-box roles:

  • Business Owner
  • Customer Relationship Owner
  • Technical Assistance 

Related topics

Adding-related-parties-to-an-incident-ticket



To configure roles for related parties

Perform the following steps to get to the starting point for the actions that follow:

  1. From the BMC Helix ITSM menu bar, select Configuration > Innovation Studio Configuration.
  2. From the ITSM Application, under Settings, select Network Service Operations > Related Party Roles.


To add a role

(Click the forward play icon to see the entire process)

  1. Click +Role from the Related Party Roles window.
  2. In the Create Role window, select the required role from the Role field.
  3. In the Status field, select the required status for the role.
  4. Click Save.
    The role will be displayed in the Roles field list when you create a related party.


To change the status of the role

(Click the forward play icon to see the entire process)

  1. From the Related Party Roles window, select the required role.
  2. Click Toggle Selected Statuses to change the status of the role.
    The changed status is displayed in the Status column.


To delete a role

(Click the forward play icon to see the entire process)

  1. From the Related Party Roles window, select the required role to be deleted.
  2. Click Delete Selected Roles.
  3. In the Warning dialog box, click Yes.

 

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BMC Helix Telco Extensions 23.3