BMC Service Request Management roles

Use BMC Helix ITSM permission groups to grant users access to the applications and different consoles and modules within an application.

Functional roles are related to support groups. Use functional roles to extend the access granted in user role permissions. A functional role provides additional capability to users in the support group where the role is applied.

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

Related topics

User goals and features

BMC Service Request Management permissions

Role-based access overview Open link

The following table lists user roles, permission groups, and related information in 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 Helix ITSM 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 Helix ITSM 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 user roles and permissions and Incident management user roles and permissions .	Work Order Console Overview Console	Yes
Work order manager	Work Order Master or Work Order User A Work Order Master can search, modify, and submit work orders in any support group, without being a part of the group. The Work Order User can search and submit work orders for any support group, but can modify work orders within the user's 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. With the Work Order Manager functional role, the work order managers can be designated as the manager or assignee for work orders. Use the Request Manager field or Request Assignee field in the Work Order form to assign the 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 the 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 the 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.	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

User access to application consoles and functions

The following table shows the consoles and functions that various users and roles can use within Service Request Management:

		Types of service request users		BMC Service Request Management roles
		Unknown user	Registered user (in the People form)	Service request user	Business manager	Entitlement administrator	Request Catalog manager	SRM administrator	Business analyst
Consoles	Request Entry console	See How users access the Request Entry console	Yes	Yes	Yes	Yes	Yes	Yes	Yes
	Business Manager Console	No	No	No	No	No	No	No	No
	Service Request Coordinator Console	No	No	Yes	No	No	No	No	No
	Service Catalog Manager Console	No	No	No	No	No	Yes	No	No
	Service Request Designer	No	No	No	No	No	Yes	No	Yes
	Application Administration Console	No	No	No	No	Yes¹	No	Yes	No
	Import Export Console	No	No	No	No	No	Yes	No	No
Functions	Create, modify, close, reopen, or cancel service requests. View broadcasts and access surveys.	See How users access the Request Entry console	Yes	Yes	Yes	Yes	Yes	Yes	Yes
	Create, modify, or cancel service requests for others.	No	No	Yes	Yes	No	No	No	No
	Approve service requests.	No	Yes	Yes	Yes	Yes	Yes	Yes	Yes
	Define entitlement rules.	No	No	No	No	Yes	Yes²	Yes	No
	Create reports.	No	No	Yes	Yes	No	Yes	No	No
	Access application administration and configuration.	No	No	No	No	No	No	Yes	No
	Create and modify AOTs.	No	No	No	No	No	Yes	No	No
	Create and modify PDTs.	No	No	No	No	No	Yes	No	No
	Create and modify SRDs using the Service Request Definition form.	No	No	No	No	No	Yes	No	No
	Create SRDs using the Service Request Designer.	No	No	No	No	No	Yes	No	Yes
	Perform system-level troubleshooting.	No	No	Yes	No	No	No	Yes	No

^{1 Access to entitlement configuration only}
^{2 Create or modify entitlement rules through the Entitlement tab on the Service Request Definition form}

Functional roles

You can assign the functional roles only to support staff members. If a work order is assigned to a support group, but not to an individual assignee, all members of the support group are notified that the work order is awaiting assignment. Every support group member receives the notification, even if some of them do not have the necessary permissions and functional role to access the work order and accept assignment.

Best practice

We recommend that you use automatic assignment to make sure work orders are routed correctly. For manual assignment, make sure that at least one member of a support group has the necessary permissions and functional role for assignment.

The following table describes the functional roles defined in the application:

Functional role	Purpose
Request Approver	Identifies support people in Support groups as service request approvers. If a support group has been defined to approve service requests, this role must be granted to at least one individual in the group to approve service requests.
SRD Approver	Identifies support people in support groups as Service Request Definition (SRD) approvers. If a support group has been defined to approve SRDs, this role must be granted to at least one individual in the group to approve SRDs.
Work Order Assignee	For users with Work Order User permissions, grants full access to work orders that are assigned to the user's support group. You can assign the Work Order User (most typical) or Work Order Master permission to this role. If their support group is selected, users with this functional role are listed in the Request Assignee menu in the Work Order form, so they can be manually assigned to a work order.
Work Order Manager	For users with Work Order User permissions, grants full access to work orders that are assigned to the user's support group. You can assign the Work Order Master or Work Order User permission to this role. If their support group is selected, users with this functional role are listed in the Request Manager and Request Assignee menus in the Work Order form, so they can be manually assigned as the manager or assignee for a work order.

BMC Service Request Management roles

User access to application consoles and functions

Functional roles

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