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 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 mandatory to enable user access to 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 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. 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 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 BMC Remedy ITSM suite online documentation.

Access permissions are based on the underlying BMC Remedy ITSM 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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