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.

Roles and permissions

Access to Remedy with Smart IT, its capabilities, and data is controlled by Remedy IT Service Management suite application permissions. For example, a Remedy with Smart IT user with BMC Change Management application permissions has access to the change graphs in the Remedy with Smart IT Dashboard as well as other Remedy with Smart IT change management related capabilities and data. Some permissions are mandatory to enable user access to Remedy with Smart IT, while other optional permissions extend the capabilities of a user. The specific permissions needed 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 Remedy with Smart IT to work with an existing Remedy IT Service Management suite installation, the People records might already have the necessary permissions to work with Remedy with Smart IT. We recommend, however, that you use the information in this topic to ensure that any existing People records have the correct permissions to access the Remedy with Smart IT capabilities and data, according to the person's role in the organization. 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 Remedy IT Service Management suite documentation.

Access permissions are based on the underlying Remedy IT Service Management suite version. For example, version 9.1 includes enhancements to row-level access as explained in BMC Remedy ITSM data access model (BMC Remedy ITSM documentation).

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