This documentation supports the 22.1 version of BMC Service Request Management.

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

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 Open link and Incident management user roles and permissions Open link .

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 usersBMC Service Request Management roles
Unknown userRegistered user (in the People form)Service request userBusiness managerEntitlement administratorRequest Catalog managerSRM administratorBusiness analyst
ConsolesRequest Entry consoleSee How users access the Request Entry consoleYesYesYesYesYesYesYes
Business Manager ConsoleNoNoNoNoNoNoNoNo
Service Request Coordinator ConsoleNoNoYesNoNoNoNoNo
Service Catalog Manager ConsoleNoNoNoNoNoYesNoNo
Service Request DesignerNoNoNoNoNoYesNoYes
Application Administration ConsoleNoNoNoNoYes1NoYesNo
Import Export ConsoleNoNoNoNoNoYesNoNo
FunctionsCreate, modify, close, reopen, or cancel service requests. View broadcasts and access surveys.See How users access the Request Entry consoleYesYesYesYesYesYesYes
Create, modify, or cancel service requests for others.NoNoYesYesNoNoNoNo
Approve service requests.NoYesYesYesYesYesYesYes
Define entitlement rules.NoNoNoNoYesYes2YesNo
Create reports.NoNoYesYesNoYesNoNo
Access application administration and configuration.NoNoNoNoNoNoYesNo
Create and modify AOTs.NoNoNoNoNoYesNoNo
Create and modify PDTs.NoNoNoNoNoYesNoNo
Create and modify SRDs using the Service Request Definition form.NoNo

No

NoNoYesNoNo
Create SRDs using the Service Request Designer.NoNoNoNoNoYesNoYes
Perform system-level troubleshooting.NoNoYesNoNoNoYesNo

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.

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