This documentation supports the 20.08 version of Service Request Management, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Defining the application administrator

BMC Service Request Management is installed with a default application administrator (appadmin), which you can use to configure the application and define the application administrator.

The following procedure describes the minimum number of entries that you need to make to enable the administrator to configure the application. You should add support staff information to the application administrator entry, as described in Adding support staff .

To define a BMC Service Request Management administrator

  1. Log on to the BMC Remedy AR System server as the appadmin user.
  2. On the Standard Configuration tab of the Application Administration console, select the company for which to define the application administrator.
  3. Click the Create link located next to People.


    Always configure people by opening the People form from the Application Administration console. Information that you add or modify on the People form is automatically updated to the Remedy AR System User form, but information updated on the User form is not updated to the People form.

  4. In the People form, enter information in the required fields.
  5. Enter the administrator's email address.
    The default notification method is email.
  6. For the application administrator (and all support staff), select Yes in the Support Staff field.
    The Support Groups tab appears. For the application administrator and all support staff, you must enter information in the Login/Access Details tab and the Support Groups tab.
  7. Give the person the appropriate administrator permissions.
    1. On the Login/Access Details tab, enter the login ID and the password.
    2. Click Update Permission Groups.
    3. In the Permission Group field in the Permission Group dialog box, select the following permission groups, and click Add/Modify.
      • Request > SRM Administrator
      • Foundation > ASE-Administrator


        Users with ASE-Administrator permissions have configuration access to the BMC Assignment Engine, which is installed independently of the 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 Remedy ITSM suite applications assignment mappings.

      • Task > Task Administrator  (optional, to enable the Service Request Management administrator to access the Task Management System configuration forms)
        For more information about permissions, see Roles and permission groups in BMC Service Request Management.
    4. If required, select a license type of Fixed or Floating.
    5. Click Add/Modify for each permission group.
    6. When you finish adding permission groups, click Close.
  8. If you use the Company field to restrict access to specific companies, complete the following steps to give the application administrator access to data in the applications by assigning the administrator to specific companies. Otherwise, select Yes in the Unrestricted Access field (the default) on the Login/Access Details tab of the People form.
    To select a specific company:
    1. Click Update Access Restrictions.
    2. In the Access Restriction field of the Access Restrictions dialog box, select a company for which to add access to the person.
    3. Click Add/Modify and Close.
  9. If the administrator will also be a service request coordinator, business manager, work order manager or assignee, or fulfillment provider, follow these steps to relate the person to at least one support group:
    1. Click the Support Groups tab.
    2. Click Update Support Groups and Roles.
    3. In the Add Support Group Relationship area of the Update Support Group Memberships and Roles form, select the Company, Support Organization, Support Group, and Relationship Role.
      The relationship roles are Member and Associate Member. These values are informational only. Member means that the person belongs to the support group. Associate Member means that the person has access to modify requests assigned to that support group.

    4. Click Add.
      A support person can belong to more than one support group. To select the primary support group, select the support group, and click Set to Default.
      To change the relationship role, click Make Associate Member or Make Member.
  10. Click the Functional Role Update tab.
    You can use this tab to assign functional roles to people in support groups. Functional roles extend access granted by permissions groups, but only for specific support groups that are used in the application. For example, someone might be a member of two support groups, but is a Request Approver for only one.
  11. To add a functional role, complete the following steps:
    1. Select Company, Support Organization, and Support Group Name.
      Selections in lists for the Company, Support Organization, and Support Group Name fields on this tab appear only if support groups have been related to the person on the Support Group Update tab.
    2. Select a functional role (such as Request > Request Approver) and click Add.
  12. Click Close, and click Add in the People form.
  13. Confirm the password.
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