Incident Management permissions
Depending upon the permissions your administrator grants to you, you can perform the following 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 , users with the Incident Master permission can perform the following functions:
If the Application permission model is set to Support group, users must belong to a Support Group to perform the functions. For more information about the application permission model, see
Applying system settings
.
Chargeback is a function of the costing subsystem and is given automatically with the other costing features; for example, access to the Product Catalog console. Best practice We recommend that you limit the use of Master permissions to key personnel who own a process (such as the Service Desk Analyst role) or 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, users with the Incident User permission can perform the following functions:
If the Application permission model is set to Support group, users must belong to a Support Group to perform the functions. For more information about the application permission model, see
Applying system settings
. Best practice We recommend that you limit the use of these permissions to individuals performing 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, users with the Incident Submitter permission can perform the following functions:
If the Application permission model is set to Support group, users must belong to a Support Group to perform the functions. Users with Incident Submitter permissions cannot modify incidents. For more information about the application permission model, see
Applying 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 | Users with the Incident Viewer permission can perform the following functions:
Users with Incident Viewer permissions cannot:
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 Helix 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 .
The following table describes the scope of the incident permissions:
Tasks | Incident Config | Incident Master | Incident User | Incident Submitter | Incident Viewer |
---|---|---|---|---|---|
View incident tickets | |||||
Create incident tickets | |||||
Submit incident tickets | |||||
Query incident tickets | |||||
Modify incident tickets | |||||
Delete incident tickets Important: Only users with AR System Administrator permission can delete incident tickets. | |||||
Add Work Info records | |||||
Modify Work Info records | |||||
View incident templates | |||||
Create incident templates (in BMC Helix ITSM) | |||||
Perform configurations on incidents including Impact, Urgency, Priority Matrices, Decision Trees, Incident Management Settings (in BMC Helix ITSM) |
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