This documentation supports the 19.02 version of Remedy with Smart IT.

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

Managing access to tickets and resources through support groups

In Smart IT, functional role and permissions are not enough to access tickets and resources. Considering the fact that every user belongs to a company, and is part of one or more support groups, to resolve tickets, service desk agents sometimes might need access to other support groups of their own company or another company. Thus, access to tickets and resources depends on your access to the company, support groups, your functional role, and permissions. Your access to tickets also depends on the support group to whom the ticket is assigned, and how you are related to the ticket.

This topic describes how administrators can manage access to tickets and resources through support groups.

Before you begin

  • Be familiar with How access to tickets and resources works in Smart IT.
  • In BMC Remedy ITSM, on the System Settings form, select whether the Applications Permissions Model is for Support Group or for Support Group and Company.
    If access is based on Support Group and Company, set up the applicable companies.
  • Only users with Contact Administrator permission can configure hierarchical groups.

To configure valid support groups

In BMC Remedy ITSM, on the Support Group Configuration form, for the Multiple support groups to single company mode, the Global option has been added under the Support Company list. This is a configuration for support group assignment. The support group is available at the global company level.

  • The Global company is available for all users irrespective of the customer or location company.
  • Users must have permission to access support groups configured under Global. Users with unrestricted access can access all groups under Global.

Example

Business Zone is a IT company and has three companies. Company 1, Company 2, and Company 3. The three companies have their own support groups. Business Zone also has three support groups. They are:

  • BZCourier
  • BZSecurity
  • BZCafeteria

In BMC Remedy ITSM, on the Support Group Configuration form, for the Multiple support groups to single company mode, Global option is selected under Support Company list, and BZCourier, BZSecurity, and BZCafeteria support groups are added under Global company.

Service desk agents of Company 1, Company 2, and Company 3 are given access to support groups of Business Zone. Now, the service desk agents of Business Zone, Company 1, Company 2, and Company 3 can access BZCourier, BZSecurity, and BZCafeteria support groups.

To organize a hierarchy of support groups

In Smart IT, the hierarchy in which support groups are organized is based on the hierarchical group feature in BMC Remedy AR System. It is a structure that enables you to organize groups, especially larger groups in hierarchical order. Groups are organized in hierarchy, and user's access to ticket data depends on where they are placed in the hierarchy. In this structure, groups are organized in parent and child hierarchy. Parent groups have larger access as compared to child groups. In this structure, groups are organized in parent and child hierarchy. Parent groups have larger access as compared to child groups.

Important features of the parent and child hierarchical groups are:

  • Child groups can access their own tickets.
  • Parent groups can access their own tickets and tickets of their respective child groups.
  • All permissions assigned to a child group are passed on to its parent group.

To organize a hierarchy of support groups, perform the following steps:

  1. In BMC Remedy ITSM, select Application Administration Console > Foundation > Advanced Options > Hierarchical Group Configuration.
  2. Update the required information on the Hierarchical Group Configuration form.
    Using this form, you can add or remove a parent group of a company or a support group.
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