Phased rollout

 

This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

Task management permissions

Ensure that you have the permissions described in the table below to view, create, or modify a task related to an incident or a problem. You can open the task from the parent request or your IT home page. Depending upon the permissions given to you by your administrator, you can perform these operations on a task.

The Task Management is a sub-component that is installed with the BMC Helix ITSM applications. The Task component is used with the other applications (for example, Incident, Change, and so on) to create a task that must be completed as a step in an overall process.

Important

Add licenses only for the features and number of users that correspond to your license entitlements. Your subscription or purchase determine your license entitlements.

Related topics

Task management permissions Open link

BMC Service Request Management permissions Open link



Permissions

Description

Application user license type

Best practice

Task Administrator

Users with Task Administrator permissions can perform functions that span the following three settings areas.

  • Assignment settings
    —Configure Task Assignment mappings.
  • Integration settings
    Configure applications that integrate with Task Management.
    Configure phase management functionality for those applications that integrate with Task Management.
    Configure Task Status and Status Reason values for application return codes.

  • Task Configuration settings
    Configure Task Group Templates
    Configure Task Templates
    Configure Variable Templates

None

We recommend that you grant these permissions to Application Administrators.

The following permission groups grant some level of administration privileges similar to the Task Administrator permission:
Infrastructure Change Config
Release Config
Work Order Config

Users with one of three permissions might not need the Task Administrator permission. The Activity Config permission grants the same level of administrative privileges. A user with this permissions does not need the Task Administrator permission.

Task Application Config

Users with Task Application Config permission can perform the following functions that span the following two components.

  • Foundation component
    Register applications that use Command Automation Interface (CAI) (advanced feature)
    Define commands, command parameters, and command parameter mappings for the CAI (advanced feature)

  • Task Management component (Integration settings):
    Configure applications that integrate with Task Management.
    Configure phase management functionality for those applications that integrate with Task Management.
    Configure Task Status and Status Reason values for application return codes.

The Infrastructure Change Config, SRM Administrator, and the Command Event Master permissions also grant access to the CAI functions listed above.

None

  • Typically, users only need the Task Application Config permission if they are extending or customizing the CAI plug-in, or if they are integrating another application to the Task Management.
  • Users with Infrastructure Change Config, SRM Administrator, and the Command Event Master permissions do not need the Task Application Config permissions unless they also need access to the Task Management functions.
  • The Release Config, Activity Config, and Task Administrator permissions also grant access to the Task Management functions. Users with these permissions do not need the Task Application Config permission unless they also need access to the CAI.

Task Manager

Users with Task Manager permissions have access to updated records.

The following permissions automatically inherit the Task Manager permissions:

  • Task Administrator
  • Infrastructure Change Master
  • Infrastructure Change User Incident Master
  • Problem Master

None

Users with any of these permissions do not need Task Manager permissions to use tasks.

Task Process Config

Users with Task Process Config permissions can perform these functions that span the following two components.

  • Foundation component
    Register applications that will use CAI (advanced feature)
    Define commands, command parameters and command parameter mappings for the CAI (advanced feature)
  • Task Management components
    • Assignment settings:
      Configure Task Assignment mappings
    • Task Configuration settings:
      Configure Task Group templates
      Configure Task templates
      Configure Variable templates

Typically, the Task Process Config permission is granted to users that need some of the functions given by the Task Administrator permission. Review the Task Administrator function list to note differences between the two permission groups.

None

The Task Process Config permissions have similar access to the Task Management System as the Task Administrator permissions. Grant the Task Process Config permissions to Application Administrators.

Task User

Users with Task User permissions have access to updated records.

The following permissions automatically inherit the Task User permission rights:

  • Task Administrator
  • Infrastructure Change Submit
  • Infrastructure Change User
  • Infrastructure Change Master
  • Release Master
  • Release User
  • Activity User
  • Incident User
  • Problem User

None

Users with any of these permissions do not need the Task User permissions to access Tasks. Give the Task User permission to anyone who needs access to the Task System to update Tasks, but who does not have any of the permissions.

Application-based permissions required for tasks

You must have the permissions described in the following tables to view, create, or modify a task when you open it either from a parent request or from your IT home page. Tasks can be related to a change, incident, problem, or work order request and operations on these tasks can be performed by you if you have the appropriate permissions.

Foundation

User roles and permissionsOperations on the task
ViewCreateUpdate

Task assignee or member of the task assignee support group with any of the following permissions:

  • Task Administrator
  • Task Application Config
  • Task Manager
  • Task Process Config
  • Task User
YesYesYes

BMC Helix ITSM: Change Management

User roles and permissionsOperations on the task
ViewCreateUpdate

Change manager, change coordinator or a member of the change manager or change coordinator support group with either of the following permissions:

  • Infrastructure Change Master
  • Infrastructure Change User

Important:

  • The assigned change coordinator or manager can modify the task information in a change request until the request reaches the Closed stage. However, if you are not the assigned change coordinator or manager, but a member of the change coordinator or manager group, the information can be modified only until the change request reaches the Planning in Progress stage.
  • If you have a user role other than a change coordinator or manager and if you have the Change Master permission, you can perform all the operations on a task.
YesYesYes
Change Management User with Infrastructure Change Submitter permission.YesYesNo
Change Management User with Infrastructure Change Viewer permission.NoNoNo

BMC Helix ITSM: Service Desk

User roles and permissionsOperations on the task
ViewCreateUpdate

Incident Management

Incident request assignee, incident request owner, or a member of the incident assignee or incident owner support group with either of the following permissions:

  • Incident Master
  • Incident User
YesYesYes
Incident Management User with Incident Submitter permission.YesYesNo
Incident Management User with Incident Viewer permission.YesNoNo
Problem Management

Problem request coordinator, problem request assignee, or a member of the problem coordinator or problem assignee support group with either of the following permissions:

  • Problem Master
  • Problem User
YesYesYes
Problem Management User with Problem Submitter permission.YesYesNo
Problem Management User with Problem Viewer permission.YesNoNo

BMC Service Request Management

User roles and permissionsOperations on the task
ViewCreateUpdate

Work order request manager, work order request assignee, or a member of the work order manager or work order assignee support group with either of the following permissions:

  • Work Order Master
  • Work Order User
YesYesYes
Work Order User with Work Order Viewer permission.YesYesNo
Work Order User with Work Order Submitter permission.YesNoNo


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