Incident Management permissions
Ensure that you have the permissions described in the following table to view, create, or modify an incident.
Depending upon the permissions given to you by your administrator, you can perform these operations on an incident.
Permissions | Description | Application user license type |
---|---|---|
Incident Master | On the System Settings form, if the Application permission model is set to Support group and company, a user with the Incident Master permission can perform the following functions:
However, if the Application permission model is set to Support group, a user must belong to a Support Group to perform the functions. For more information on the application permission model, see
System Settings
Chargeback is a function of the costing sub-system and is given automatically with the other costing features, for example, access to the Product Catalog console. Use of the Master permissions groups should be limited to key personnel who either own a process or require full control of all Incidents. Best Practice We recommend that you limit the use of these permissions to individuals playing a Service Desk Analyst role who require full access to all Incidents. | Fixed or Floating |
Incident User | On the System Settings form, if the Application permission model is set to Support group and company, a user with the Incident User permission can perform the following functions:
However, if the Application permission model is set to Support group, a user must belong to a Support Group to perform the functions. For more information on the application permission model, see
System Settings
Best Practice We recommend that you limit the use of these permissions to individuals playing one of the following Service Desk roles:
| Fixed or Floating |
Incident Submitter | On the System Settings form, if the Application permission model is set to Support group and company, a user with the Incident Submitter permission can perform the following functions:
However, if the Application permission model is set to Support group, a user must belong to a Support Group to perform the functions. Also, this user cannot modify incidents. For more information on the application permission model, see
System Settings
Best Practice We recommend that you grant these permissions to individuals who need to submit and view incidents. Typically, these permissions are given to any who fulfills one of the roles mentioned under the Incident User permissions. User-type permissions are required if the person needs modification access. | None |
Incident Viewer | User with the Incident Viewer permission can perform the following functions:
Users with Incident Viewer permissions cannot:
Recommendation: Best Practice We recommend that you grant these permissions to individuals who need only read access to incidents. Typically, these permissions are given to most BMC Remedy ITSM applications users (that is, users who do not already have the Master, User, or Submitter permission) for them to access incident information. | None |
Incident Config | Users with Incident Config permission can perform functions that span the following components:
The user can create templates regardless of Authoring group affiliation. However, a user can modify the template only if the user is a member of the authoring group or the support group for which the template is created.
Best Practice We recommend that you grant these permissions to individuals who configure the component functions in the preceding list. Typically, people who fulfill this role are Application Administrators. | Fixed or Floating |
Users with the Incident User permission and Support Group admin functional role can create or modify incident templates of the Support Group.
For information about data access in a multitenant environment and application permission model, see
Data access in a multitenant environment
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