This documentation supports the 19.11 version of Remedy with Smart IT, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

Release roles and permissions

To access the release module in Smart IT, as a Smart IT user, you must have release master, release user, or release viewer permission. Along with the release permissions, you might have to perform the functional role of a release coordinator or release approver.

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

Release permissions

  • Release Master—Release master permission supersedes the release user and release viewer permissions. As a Smart IT user with release master permission, you can create and also modify release independent of any functional roles, or support group affiliations.
  • Release User—Release user permission supersedes the release viewer permission. As a Smart IT user with release user permission, you can create and edit release assigned to you or to your support group.
  • Release Viewer—Release viewer permission is superseded by the release master and release user permission. As a Smart IT user with release viewer permission, you can only view release. If you have release approver functional role, you can review a release. Although you cannot completely edit release, you can edit the Documents section of release and attach documents.

If you are a Smart IT user with any of the release permissions:

  • In addition to the release permission, you also get asset viewer and change viewer permissions.
  • You can perform the functional role of release coordinator or release approver.
  • You can add comments in the Activity tab of release, activities, and tasks.
  • You can view release in all statuses and milestones, including releases in the PendingCancelled, and Rejected status. 

The following table describes the scope of the release permissions. Note that the table covers all the supported milestones and statuses in each milestone.

TasksRelease MasterRelease UserRelease ViewerDetails
Create release(tick)(tick)(error)For Smart IT users with release viewer permission, the Release option is not available on the Create menu.
Create activities(tick)(tick)(error) 
Create tasks(tick)(tick)(error) 
Create related change requests(tick)(tick)(error) 
Create release plan(tick)(tick)(error) 
Edit release(tick)(tick)(error)For Smart IT users with release viewer permission, the Edit option is not available on the release profile.
Edit the Documents section(tick)(tick)(tick)You can edit the Documents section of release, and attach or remove documents.
Edit activities(tick)(tick)(error) 
Edit tasks(tick)(tick)(error) 
Edit change requests related with release(tick)(tick)(tick)Smart IT users with release viewer permission must have change master or change user permission to edit change requests related with release.
Edit change requests created from release(tick)(tick)(tick)Smart IT users with release viewer permission must have change master or change user permission to edit change requests created from release.
Relate existing change requests with release(tick)(tick)(error) 
Perform global search to search for release, activities, and tasks(tick)(tick)(tick) 
Search for release, activities, and tasks from the Ticket Console(tick)(tick)(tick) 
Relate release with other types of tickets(tick)(tick)(error)

You can relate release with the following type of tickets—incident, asset, change request, release, problem investigation, known error, and outage.

Note that you cannot create release from tickets supported in Smart IT.

Move release to the next milestone or status(tick)(tick)(error)You cannot move a release that is in review status. After approval, the system moves the release to the next status.
Add comments to the Activity note of release, activities, and tasks(tick)(tick)(tick)You cannot add comments when a release is in Closed status.
Change release template after the release is created(error)(error)(error) 
Modify the target date and completed date after the release is created(error)(error)(error) 

Release functional roles

To efficiently manage release, Smart IT supports the functional roles of release coordinator and release approver. To assign a Smart IT user the functional role, the user must have one of the release permission. On the CTM:People form in BMC Remedy ITSM, the administrator can assign the functional role to Smart IT users.

  • Release coordinator—Smart IT users with release coordinator functional role have to manage release, coordinate with the stakeholders, and track whether the release is progressing as planned. Smart IT users with release master or release user permission, who belong to the support group of release coordinator, can access and edit a release assigned to the release coordinator.
  • Release approver—Smart IT users with release approver functional role can review release. At a minimum, a release approver must have release viewer permission to access and view release awaiting review. 

Depending on the release permissions that a release coordinator has, the following scenarios can happen in Smart IT:

ScenariosCreateEditMove release to the next status and milestoneRelate change requests with the release plan
Smart IT user with release master permission and release coordinator functional role
You are the submitter and coordinator of release, and belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
You are the submitter, but not the coordinator of release, and also do not belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
You are the submitter and belong to the coordinator's support group, but you are not the release coordinator.(tick)(tick)(tick)(tick)
Smart IT user with release master permission but without release coordinator functional role
You are the submitter and belong to the release coordinator's support group, but you are not the coordinator of release.(tick)(tick)(tick)(tick)
You are the submitter, but not the coordinator of release, and also do not belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
You are not the submitter or the coordinator of release, but you belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
You are not the submitter or the coordinator of release, and also do not belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
Smart IT user with release user permission and release coordinator functional role
You are the submitter and coordinator of release, and belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
You are the submitter and belong to the release coordinator's support group, but you are not the coordinator of release.(tick)(tick)(tick)(tick)
You are not the submitter or the coordinator of release, but you belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
You are the submitter, but not the coordinator of release, and also do not belong to the release coordinator's support group. (You create a release but assign it to a release coordinator from another support group.)(tick)(error)(error)(error)
You are not the submitter or the coordinator of release, and also do not belong to the release coordinator's support group.(tick)(error)(error)(error)
Smart IT user with release user permission but without release coordinator functional role
You are not the submitter or the coordinator of release, but you belong to the release coordinator's support group.(tick)(tick)(tick)(tick)
You are the submitter and belong to the release coordinator's support group, but you are not the coordinator of release.(tick)(tick)(tick)(tick)
You are not the submitter or the coordinator of release, and also do not belong to the release coordinator's support group.(tick)(error)(error)(error)

Notes

  • Regardless of whether Smart IT user with release viewer permission has release coordinator functional role, they can only view release, add comments in the activity note of release, activities, and tasks, and edit the Documents section of release to attach or remove documents.
  • The scenarios described in the matrix for the release coordinator functional role are also applicable to Smart IT users with any of the three release permissions and the release approver functional role. In addition to the tasks they usually perform as a release coordinator, Smart IT users with release approver functional role can review releases assigned to them.

Additional considerations

Smart IT users with release user or release master permission must consider the following points:

  • You can add related change requests to the release plan and relate supported ticket types to the release in all milestones and statuses except when the release is in review, and when the release is in the Close Down milestone, or in the PendingCancelled, or Rejected status.
  • You can add comments to the activity notes of release, activities, and tasks in all the milestones and statuses except when the release is in review or in the Closed status in the Close Down milestone.
  • You can add or edit the release plan in all the milestones and statuses, except when the release is in review, and when the release is in the Close Down milestone, or in the PendingCancelled, or Rejected status.
  • You can move a release to the next or previous status or milestone, except when the release is in review status, and when the release is in Close Down milestone, or in the PendingCancelled, or Rejected status.

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