This documentation supports the 20.18.01 version of BMC Remedyforce.

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

User goals and features

This section explains the product roles and responsibilities and provides relevant documentation links.

User roleResponsibilitiesOut-of-the-box profilesOut-of-the-box permission setsSuggested topics
System administratorThe system administrator installs, upgrades, and configures the BMC Remedyforce product. Additionally, the administrator configures and customizes BMC Remedyforce, including integrations.Salesforce System AdministratorRemedyforce Administrator
Staff memberThe staff member uses the Remedyforce product to manage and resolve incidents and service requests for clients.ServiceDesk StaffServiceDesk Staff


  • Change manager
  • Change initiator
  • Change coordinator

The change manager accepts or rejects change requests along with evaluating incidents and determining if a change request is necessary. Additionally, the change manager also creates change requests and forwards change requests through the appropriate stages of the change management process.

ServiceDesk Change ManagerServiceDesk Change ManagerChange management
  • Release owner
  • Release manager
  • Release approver

The release owner plans, implements, and manages releases.

NoneServiceDesk Release CoordinatorRelease management
Self Service client

The Self Service client reports an issue or requests a service. The client also searches and views broadcasts and self-help articles to resolve common issues.

ServiceDesk ClientServiceDesk ClientTasks in Self Service 2.0

Related topics

Key concepts

User permissions

Managing profiles

Assigning permission sets

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