This documentation supports the 18.05 version of Remedy with Smart IT.

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

Work order roles and permissions

To access the Work Order Management module in Smart IT, as a Smart IT user, you must have Work Order Master or Work Order User permission.  Along with this permission, you might have to perform the functional roles of Work Order Request Manager or Work Order Assignee. Functional roles provide additional capability to the users, not based on permission group, but in the context of the support group to which they are related.

The work order permissions and functional roles that are supported in Smart IT are derived from Remedy IT Service Management (Remedy ITSM). On the CTM:People form in Remedy ITSM, the administrator can assign the permissions and functional roles to Smart IT users.


Related topics

Smart IT roles and permissions

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Work Order Permissions

  • Work Order Master—Work Order Master supersedes Work Order User, Work Order Submitter and Work Order Viewer permissions. As a Smart IT user with Work Order Master permission, you can create, manage, and fulfill work orders. You can also grant full access to the individual work orders.
  • Work Order User—Work Order User supersedes Work Order Submitter and Work Order Viewer permissions. As a Smart IT user with Work Order User permission, you can submit, modify, and search all work orders. You can also grant full access to the individual work orders but limited by support group affiliation.
  • Work Order ViewerAs a user with Work Order Viewer permission, you can view and search for work orders, and also submit work log entries in Remedy Mid Tier. However, you cannot view work orders in Smart IT.
  • Work Order SubmitterAs a user with Work Order Submitter permission, you can submit, modify, and search orders assigned to yourself in Remedy Mid Tier. However, you cannot submit or view work orders in Smart IT.
  • Work Order ConfigAs a Remedy ITSM user with Work Order Config permissions, you can define the work order rules and templates.

Work Order Roles

Smart IT supports the functional roles of Work Order Request Manager and Work Order Assignee. To assign a functional role to a Smart IT user, the user must have one of the work order permissions. On the CTM:People form in BMC Remedy ITSM, the administrator can assign the functional role to Smart IT users.

Work Order Request Manager

A Work Order Request Manager can have the following permissions and functional roles:

  • Work Order Master or Work Order User permission — Users with Work Order User permissions can modify work orders belonging to their own support group. Users with Work Order Master permissions do not need to belong to a support group to modify work orders.
    If the permission model is set to Support Group, the users must be a part of the respective assignee or manager support groups. For more information, see
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  • Work Order Request Manager functional role — Allows the user to be assigned to individual work orders.

Note

Using the Task Management System (TMS) functionality is optional with work orders. You can also create work orders that do not use TMS tasks.

Work Order Assignee

A Work Order Assignee can have the following permissions and functional roles:

  • Work Order User permission—Users with Work Order User permissions can modify work orders belonging to their own support group. 
  • Work Order Assignee functional role—Allows the user to assign a work order to self.

Permission groups for work orders

The following table describes the scope of work order permissions in Smart IT:

TasksWork Order MasterWork Order UserWork Order SubmitterWork Order ViewerAdditional Details
View work orders(tick)(tick)(error)(error)

For the Work Order Manager, membership in a support group is not required to view work orders.

The Work Order User can view those work orders that are within the user's support group.

Work Order Submitter can view only work orders that are assigned to self.

Edit work orders(tick)(tick)(error)(error)
Search for all work orders
(tick)(tick)(error)(error)
Submit activity notes
(tick)(tick) (error)(error)
Submit work orders
(tick)(tick) (error)(error)Work Order Submitter can submit only the work orders that are assigned to self.
Modify work orders (tick)(tick)(error)(error)

For the Work Order Manager, membership in a support group is not required to modify work orders.

The Work Order User can modify those work orders that are within the user's support group.

Work Order Submitter can modify only work orders that are assigned to self.

Add tasks and task groups(tick)(tick)(error)(error)
Add related CIs to a work order(tick)(tick)(error)(error)
Add related tickets to a work order(tick)(tick)(error)(error)
Create a new related ticket from a work order(tick)(error)(error)(error)
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