Smart IT Permissions
This topic includes the following information:
Overview
General access to Smart IT, its capabilities, and data is controlled by BMC Remedy ITSM application permissions. For example, a Smart IT user with BMC Change Management application permissions has access to the change graphs in the Smart IT Dashboard as well as other Smart IT change management related capabilities and data. Some permissions are required before a user can open the Smart IT UI, while other optional permissions can extend the capabilities of the user. Which permissions are mandatory and which permissions are optional depend on the job the person associated with the login ID needs to do. Permissions can also be combined, so that one person can perform multiple jobs if necessary.
If you are setting up Smart IT to work with an existing BMC Remedy ITSM installation, the People records might already have the necessary permissions to work with Smart IT. BMC recommends, however, that you use the information in this topic to ensure that any existing People records have the correct permissions to access the Smart IT capabilities and data, according to the person's role in the organization.
Smart IT roles
Smart IT has its own broadly defined concept of roles, which are described in the following table. These roles are referred to later in this topic when describing permissions and should not be confused with the BMC Remedy ITSM functional roles described elsewhere in the BMC Remedy ITSM documentation.
Notes
- The terminology used in the Related jobs column of the following table might be different from that used by your organization. Use Related jobs only as a general guide to what the person does.
- The activities listed in the Example activities column and the extent to which they can be performed in some cases depend on the exact permissions granted to the individual. For example, when updating knowledge articles, the extent to which knowledge article metadata can be updated by a Knowledge Author depends on the level of BMC Knowledge Management permissions the Knowledge Author has. Likewise, Change Agents cannot create change request tickets if they only have Infrastructure Change Viewer permissions; however, they can access the Create New link.
| Smart IT role name | Related jobs | Example activities |
|---|---|---|
| IT Agent | Anyone who performs one or more of the following jobs in your organization:
| IT Agents perform the following activities in Smart IT:
|
| Change Agent | Anyone who performs one or more of the following jobs in your organization:
| Change Agents perform the following activities in Smart IT:
|
| Knowledge Author | Anyone who performs the following activities in your organization:
| Knowledge Authors perform the following activities in Smart IT:
|
| IT Admin | Anyone who configures Smart IT or performs other application related administrative functions. | IT Admins manage the following aspects of Smart IT from the Configuration menu:
|
Basic requirements to access Smart IT
The basic requirements for accessing Smart IT depend on what the person needs to do.
Smart IT access
Everyone who uses Smart IT as a user (that is, not as an administrator), must have permissions from the IT Agent role, the Change Agent role, or the Knowledge Author role, as described in the preceding table. Make sure you review the Permissions descriptions to ensure you assign all of the required permissions for a particular Smart IT role.
Note
Additionally, people accessing the Smart IT UI must have access restrictions defined in their People record. Smart IT uses access restrictions to determine what company information it displays on the dashboard.
For example, basic access requirements for a Smart IT user might look like this:
- Access restrictions defined + IT Agent role permissions
- Access restrictions defined + Change Agent role permissions
- Access restrictions defined + Knowledge Author role permissions
Administrator access
Anyone who performs Smart IT configuration or administration activities must have permissions from either the IT Agent role or the Change Agent role.
Additionally, an administrator also needs IT Admin permissions.
For example, basic Smart IT access requirements for an Administrator might look like this:
- IT Agent role + IT Admin role permissions
- Change Agent role + IT Admin role permissions
Smart IT user and Admin access
Anyone who needs to access Smart IT as a user and who also needs to work as an administrator must have: access restrictions defined, a role permission, and IT Admin permissions.
For example, basic Smart IT access requirements for someone working as both a Smart IT user and as an administrator might look like this:
- Access restrictions defined + IT Agent role permissions + IT Admin role permissions
- Access restrictions defined + Change Agent role permissions + IT Admin role permissions
Multiple roles
People who fulfill multiple roles within an organization need multiple permissions. For example, Ian Plyment is a second level service desk agent who needs to look at incident tickets and to create change requests when required. This means that Ian needs both IT Agent role and the Change Agent role permissions. Ian also needs to publish knowledge articles and so he also has Knowledge Author role permissions.
Ian's access and permissions look like this:
- Access restrictions defined + IT Agent role permissions + Change Agent role permissions + Knowledge Author role permissions
Note
In Smart IT, people without Viewer permissions (for example, Problem Viewer permissions) are still able to see the high-level summary views of records that are not yet fully supported by Smart IT (known error and problem investigation) . For example, in Smart IT, if you don't have Problem Viewer permissions, you are still able to see the Problem Summary view of the problem investigation ticket. This is because the Problem Summary view in Smart IT shows almost the same amount of information that you would see in a row of any Relationship table in the Standard BMC Remedy ITSM applications.
Permissions descriptions
This section outlines the permissions needed to access Smart IT, organised according to the Smart IT roles described earlier in this topic. In some cases, there are several permissions that you can choose from. Select the permission that best matches the person's function in the organisation. For example, if a manager needs one of the Change Agent permissions, you might give that person Infrastructure Change Master permissions, rather than Infrastructure Change User permissions.
IT Admin permissions
An IT Admin must have AR System Administrator permissions to enable field configuration and perform general system level administrative tasks, such as configuration, setting up user accounts, and so on.
In addition, if an IT Admin provides administration for support groups, that person needs Struct Admin permissions.
IT Agent permissions
The following table lists the permissions that IT Agents must have:
Note
- An IT Agent needs one permission from each row in the following table.
- A user ID can have more than one permission from each row in the table.
| Category | Permission | Additional information |
|---|---|---|
| BMC Service Desk: Incident Management | At least one of the following permissions is required:
| None |
| BMC Asset Management | At least one of the following permissions is required:
| None |
| Task Management System | At least one of the following permissions is required:
| None |
(Only if installed) | At least two of the following permission are required (one from each type):
Examples
| When BMC Service Request Management is installed on your system, the IT Agent login ID must have at least two BMC Service Request Management permissions. You must grant these permissions when BMC Service Request Management is installed, even if the person to whom you are granting the permissions does not use the BMC Service Request Management application. |
The specific permission that you assign from each BMC Remedy ITSM application depends on the specific role the person fulfills in your organization. For example, depending on the IT Agent's exact role in the organization, you might need to assign the following permissions:
- Incident User
- Asset Viewer
- Task Manager
- Work Order Master (only if BMC Remedy Service Request Management is also installed)
- SRM Administrator (only if BMC Remedy Service Request Management is also installed)
Change Agent permissions
Change Agents must have at least one of the following BMC Change Management permissions. The specific permissions that you assign depends on the specific role the person fulfills in your organization:
- Infrastructure Change User
- Infrastructure Change Master
- Infrastructure Change Viewer
- Infrastructure Change Submit
In addition to one of the BMC Change Management permissions, a Knowledge Author must be a member of a support group and have one of the following BMC Asset Management permissions:
- Asset Viewer
- Asset User
- Asset Admin
Notes
- Access to Change Management functionality in Smart IT depends upon the level of permissions. For example, Infrastructure Change Viewers cannot create change request tickets in Smart IT, but they can access the Create New link.
- If the person for whom you are setting up the user ID is also a IT Agent, they might already have some Asset permissions. If the person has already has these permissions, you do not need to assign the permissions again.
- With the Asset permissions, Change Agents can update their own profile. If you add Foundation – Contact People permissions, which are not mandatory, the Change Agent is able to update profiles for other people (support and nonsupport).
Knowledge Author permissions
Knowledge Authors must have at least one of the following BMC Knowledge Management permission:
- Knowledge Admin
- Knowledge User
- Knowledge Submitter
In addition to one of the BMC Knowledge Management permissions, a Knowledge Author must be a member of a support group and have one of the following BMC Asset Management permissions:
- Asset Viewer
- Asset User
- Asset Admin
Notes
- If the person for whom you are setting up the user ID is also a IT Agent, they might already have some Asset permissions. If the person has already has these permissions, you do not need to assign the permissions again.
- With the Asset permissions, Knowledge Authors can update their own profile. If you add Foundation – Contact People permissions, which are not mandatory, the Knowledge Author is able to update profiles for other people (support and nonsupport).
- For Knowledge Authors to configure knowledge templates, they need IT Admin permissions.
The specific permissions that you assign depends on the specific role the person fulfills in your organization.
Updating or changing permissions
If you need to update the permissions for existing support staff, see the information under "Updating permissions for support staff" in the Adding support staff topic of the BMC Remedy ITSM suite online documentation.
Related topics
BMC Asset Management permissions (in the BMC Asset Management online technical documentation)
BMC Service Desk user permissions (in the BMC Service Desk online technical documentation)
Change Management permissions (in the BMC Change Management online technical documentation)
Foundation module permission groups (in the BMC Remedy ITSM suite online technical documentation)
Struct Admin permissions (in the BMC Remedy AR System online technical documentation)
Task Management System permissions (in the BMC Change Management online technical documentation)
Knowledge Management user permissions (in the BMC Knowledge Management online technical documentation)
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