This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Incident Management permissions


The following permissions are used in the Incident Management application:

Permissions

Description

Application user license type

Incident Master

User with Incident Master permission can perform the following functions:

Note: To open the Incident form, the user with this permission should belong to a Support Group.

  • Create incidents
  • Modify all incidents to which the Incident Master has access.
  • View Incident templates

    Note: To create and modify templates, you need the Support Group Admin Functional role. With this role, the modification of templates is restricted to those for which the user is a member of the Authoring Group.
    • Configure:
    • Cost Category
    • Cost Center information
    • Cost Rate templates
    • Financial rules
    • Chargeback periods

      Note: 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.

      Recommendation: 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

User with the Incident User permission can perform the following functions:

Note: To open the Incident form, the user with this permission should belong to a Support Group.

  • Create incidents
  • Modify incidents based on functional roles and support group affiliations (that is you must be a member or either the Assigned or Owner Group to have modify access to the Incidents with this permission)
  • View Incident templates

    Note: You must grant the Support Group Admin functional role to create and modify templates. With this role, template modification is restricted to templates for which the user is a member of the authoring group.

    Recommendation:Limit the use of these permissions to individuals playing one of the following Service Desk roles:
    • Group Coordinator
    • On-Duty Manager
    • Operations Manager
    • Operator and Specialist
    • Problem Coordinator,
    • Change and Release Coordinator
    • Service Level Manager
    • Service Owner

Fixed or Floating

Incident Submitter

User with the Incident Submitter permission can create and query all incidents. However, this user cannot modify incidents.

Note: To open the Incident form, the user with this permission should belong to a Support Group.

Recommendation: 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:

  • query all incident requests
  • add Work Info records
  • update Work Info records

    Users with Incident Viewer permissions cannot:
  • submit incident requests 
  • modify incident requests

    Recommendation: 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:

  • Incident Management component, configure:
    • Management application settings
    • Incident Impact values
    • Incident Urgency values
    • Incident Priority weight ranges
    • Incident Prioritization
    • Incident rules (general field enforcement and assignment rules)
    • Work Info Inbound and Outbound communications counters
    • Decision Trees
    • Scripts
    • Incident Templates
      Note: 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.
  • Foundation component, for KPIs, configure:
    • Flashboard parameters
    • KPI titles (and register, this is an advanced option)
  • Requestor component:
    • Create and update Summary Definitions

      Recommendation: 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

Related topic

Adding a support staff person

Users with the Incident User permission and Support Group admin functional role can create or modify incident templates of the Support Group

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Comments

  1. Abhijit Hendre

    How does Incident master permission works in 9.1 permission model ? 

    According to above information, Incident master can,

    • Modify all incidents independently of any functional roles or support group affiliations

    However, with 9.1 permission model Incident Master can modify only those incident which are assigned to his company support groups , he cannot modify incidents which are assigned to other company support groups. 

    Kindly confirm and updates documentation accordingly. It's quite unclear to customer from above information.

    Sep 07, 2016 09:02
  2. Ashok kumar Jha

    Hi Abhijit,

    With 9.1, what has changed is the Row level access. Prior to 9.1, the row level access was driven based on company and with 91 onwards, it is driven based on support groups and its parent. 

    So ideally, the text should say, Incident Master User can modify all Incidents to which he/she has access to.

    Hope this helps. Thanks.

    Sep 13, 2016 03:42