This documentation supports the 19.02 version of Service Request Management.

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

Roles and permission groups in BMC Service Request Management

Permission groups are used to grant users access to applications in the BMC Remedy ITSM Suite and to different consoles and modules within an application.

Roles can be functional roles or user roles. Functional roles are related to support groups and are primarily used to extend the access granted by permissions. A functional role provides additional capability to users in the context of the support group to which it is related. User roles are mapped to functional roles.

The responsibilities of these roles can vary from organization to organization, and in some organizations, one person might fulfill several roles.

The following table lists user roles, permission groups, and related information in BMC Service Request Management:

Roles and permission groups in BMC Service Request Management

User role

Permission groups

Console

Support staff member?

Requester (end-user)

No permissions are required.

Request Entry

No

Business manager

Business Manager

Business Manager Console
Approval Console
Overview Console

Yes

BMC Service Request Management application administrator

SRM Administrator
ASE-Administrator (optional)
Task Administrator (optional)
Work Order Config (optional; access to work order rules, task templates, and work order templates)

Application Administration Console
Overview Console

No

Service catalog manager

Request Catalog Manager
Entitlement Administrator (optional)
SLM Config (optional)

Service Catalog Manager Console
Service Request Designer
Overview Console

Optional

Business analyst

Business Analyst
Entitlement Administrator (optional)

Service Request Designer
Overview Console

No

Service request coordinator

Service Request User

Service Request Coordinator Console
Request Entry console
Approval Console
Overview Console

Yes

Fulfillment provider

Work Order Master (optional)

See also Change Management permissions and Incident Management permissions .

Work Order Console
Overview Console

Yes

Work order manager

Work Order Master (submit, modify, and search for all work orders; does not need membership in a support group)
or
Work Order User (submit and search for all work orders; modify work orders within the user's own support group)

Notes: A high-level manager might be assigned Work Order Master permissions, while managers of individual support groups might be assigned Work Order User permissions.

Give work order managers the Work Order Manager functional role so that they can be designated as the manager or assignee for work orders. Assignment is made in the Request Manager field or Request Assignee field in the Work Order form. See Application Functional roles.

Work Order Console
Overview Console

Yes

Work order assignee

Work Order User (submit and search for all work orders; modify work orders within the user's own support group)
or
Work Order Master (not recommended)

Note: Asset Viewer permission is required and is automatically granted with Work Order User and Work Order Master permissions. However, in a mixed-version stack environment, the Asset Viewer permission is not automatically granted with Work Order User permission. Therefore, you must explicitly grant the Asset Viewer permission along with Work Order User permission.

Give work order assignees the Work Order Assignee functional role so that they can be designated as the assignee for work orders. Assignment is made from the Request Assignee field in the Work Order form. See Application Functional roles.

Work Order Console
Overview Console

Yes

Work order viewer

Work Order Viewer (view and search for work orders; submit work log entries; cannot modify work orders)

Work Order Console
Overview Console

Yes

Work order submitter

Work Order Submitter (submit, modify, and search for work orders assigned to self)

Work Order Console
Overview Console

Yes

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Steven Casey

    Would be helpful to add a little something about the ASE Admin role: ASE-Administrator

    Users with ASE-Administrator permission have configuration access to the BMC Assignment Engine. Recommendation: Typically, these permissions are only needed if you are extending or customizing the out-of-the-box assignment engine configuration options. These permissions are not needed to manage the BMC Remedy ITSM suite applications Assignment Mappings.

    Jun 14, 2019 11:22