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.

Related topics

User goals and features

User permissions

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:

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) Users with ASE-Administrator permissions have configuration access to the BMC Assignment Engine, which is installed independently of the BMC Remedy ITSM suite applications. Typically, these permissions are only needed if you are extending or customizing the out-of-the-box Assignment Engine configuration options and are not needed to manage the BMC Remedy ITSM suite applications assignment mappings. 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) 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) 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

Roles and permission groups in BMC Service Request Management

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