BMC Service Request Management permissions
Any user with a People record and a Read license can use the Request Entry console to submit requests for themselves and on behalf of other users.
You can also configure AR System to allow guest users. However, in multi-tenancy mode, guest users must have a People record to access the Request Entry console.
In single-tenancy mode, guest users can access the Request Entry console without a People record, if the Service Request Management application is also configured to allow unknown users.
Service Request Management permissions
The permissions listed in the following table are for administering the Service Request Management application and managing requests and work orders:
Add licenses only for the features and number of users that correspond to your license entitlements. Your subscription or purchase determine your license entitlements.
Application user license type
Users with Business Analyst permissions can perform the following actions:
This permission is intended for users performing the role of a Business Analyst (that is, a liaison between the IT customers and IT support).
Users with Business Manager permissions can manage the following service requests by using the Business Manager console:
This permission is intended for users performing the role of a Business Manager responsible for managing user requests. Their activities and responsibilities include monitoring the current number of open and late requests, approving requests, running request reports, and examining request trends.
Users with Entitlement Administrator permissions can perform the following actions:
This permission is intended for users requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to users performing the role of an Application Administrator.
Request Catalog Manager
Users with Request Catalog Manager permissions can perform the following actions:
Users with these permissions have access to the Service Requests Definition and Process Definition forms accessible from the console. They can import and export SRDs and PDTs by using the Import Export console.
This permission is intended for users performing the role of a Service Catalog Manager responsible for defining SRDs and PDTs (the fulfillment process definitions within the service catalog). Service Catalog Managers work closely with business relationship managers (liaisons between the business and IT) to build and implement the requests from the business.
Service Request User
Users with Service Request User permissions can perform the following actions:
This permission is intended for users performing the role of a Service Request Coordinator (or service request agent) responsible for planning and tracking the service request, as well as monitoring the current number of open and late service requests.
Users with Service Request User permissions are not required to submit requests.
Users with SRM Administrator permissions can perform actions in the following components:
This permission is intended for individuals, who require access to configure the above mentioned component functions. Typically, you grant these permissions to someone performing the role of an Application Administrator.
The SRM Administrator permissions supersede the Entitlement Administrator permission. Users with these permissions do not need to be granted the Entitlement Administrator permission.
Work Order Config
Users with Work Order Config permissions can perform actions in the following two components:
In Task Management System, Assignment settings, they can configure:
This permission is intended for individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone performing the role of an Application Administrator.
Work Order User
Users with Work Order User permissions can create, manage, and fulfill Work Orders that are assigned to their support group from the Work Order console .
Work Order Master
Users with Work Order Master permissions can submit, modify, and search for all work orders within their company. For this, they must belong to the related company or support group. They must also have access to the Product Catalog console.
Limit the use of these permissions to individuals who manage and work with the Work Order fulfillment process.
Work Order Viewer
Users with Work Order Viewer permissions can perform the following functions:
Work Order Submitter
Users with Work Order Submitter permissions can submit, modify, and search for work orders assigned to themselves.
Work order permissions
You must have the permissions described in the following table to view, create, or modify a task related to work order. You can open the task either from the parent request or from your IT home page. Depending upon the permissions given to you by your administrator, you can perform these operations on a task:
|User roles and permissions||Operations on the task|
Work order request manager, work order request assignee, or a member of the work order manager or work order assignee support group with either of the following permissions:
|Work order user with Work Order Viewer permission.||Yes||No||No|
|Work order user with Work Order Submitter permission.||Yes||Yes||Yes|