User goals and features
The following table describes the types of users (roles) who work with BMC Service Request Management, their goals, and the features that help each user achieve those goals. The responsibilities of these user roles can vary from organization to organization. In some organizations, one person might fulfill several roles. For information about the access permissions needed to fulfill these roles, see BMC Service Request Management permissions.
User roles | Goals and features | Reference |
|---|---|---|
User | Submit service requests through the Request Entry console. Use Knowledge Base articles to resolve problems without submitting a service request, and provide feedback on the usefulness of articles. Respond to request surveys. | |
Business manager | Approve requests as the requester's manager, which is specified in Manager's Name field on the More Details tab of the People form. Review the consolidated or individual status of service requests in the organization. | |
Application administrator | Configure the application. Perform system-level troubleshooting. Grant permissions to users. | |
Service catalog manager | Create requestable services, including service level agreements (SLAs), cost and price, common and organization-specific offerings, and mappings to the fulfillment process. Manage the SRD life cycle, from draft to approval, and then to deployment. | |
Business analyst | Use the Service Request Designer to create requestable services. | Creating services by using the Service Request Designer |
Service request coordinator | Monitor requests, create requests on behalf of others, review request approval cycles, and troubleshoot requests. | Monitoring service requests |
Fulfillment provider | Complete assignments required to fulfill a request. | |
Work order manager | Track work orders, monitor support staff activities in implementing the work order, and handle work assignments. Create tasks to fulfill work orders and schedule people and resources to implement tasks. | |
Work order assignee | Handle work assignments. | Work Order console |
| Developer | Customize the application. Integrate third-party applications. |
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