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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

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

User roles

Roles can be functional roles or user roles. Functional roles are related to support groups and are primarily used to extend the access granted by permissions. A functional role provides additional capability to users in the context of the support group to which it is related. User roles are mapped to functional roles.

This section provides a list of various user types and how they interact with the product.


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