This documentation supports the 9.1 version of Service Desk.

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Mapping Incident Management permission groups to BMC Service Management Process Model roles

The following table lists the incident management roles that are defined in the BMC Service Management Process Model and the equivalent permissions that each role needs in Incident Management to complete the relevant procedural steps.

Note

This section does not list all of the permission groups and functional roles defined in Incident Management, only those that are mapped to BMC Service Management Process Model roles.

For a description of the responsibilities associated with permission groups, see: Incident Management permissions  and Problem Management permissions.

BMC Service Management Process Model role name

Calbro user

Incident Management permission groups

Service Desk Analyst

Francie Stafford

Incident Master
Problem Viewer 
Infrastructure Change Viewer 
Asset Viewer

Specialist

Ian Plyment

Incident User 
Problem User 
Task User 
Infrastructure Change Viewer 
Asset Viewer

Group Coordinator

Bob Baxter

Incident User 
Problem User 
Infrastructure Change User 
Asset Viewer

On-Duty Manager

Mary Mann

Incident User 
Problem Viewer
Infrastructure Change Viewer 
Asset Viewer

Service Owner

Allen Allbrook

Incident User 
Problem Viewer
Infrastructure Change Viewer 
Asset Viewer

User

Joe Unser

No Incident Management permissions are needed.

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