This documentation supports the 23.3 version of BMC Service Request Management.

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

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.

Related topics

Roles and permissions Open link

Task Management permissions Open link

Allowing unknown users to access the Request Entry console

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:

Important

Add licenses only for the features and number of users that correspond to your license entitlements. Your subscription or purchase determine your license entitlements.


Permission

Description

Application user license type

Business Analyst

Users with Business Analyst permissions can perform the following actions:

  • Create Service Requests Definitions (SRD) by using the Service Request Designer
  • View and update SRDs created by themselves (the user cannot view SRDs with a status of Cancelled or Expired)

This permission is intended for users performing the role of a Business Analyst (that is, a liaison between the IT customers and IT support).

None

Business Manager

Users with Business Manager permissions can manage the following service requests by using the Business Manager console:

  • View requests
  • Add additional information to a request
  • Cancel requests
  • Review the approval cycle of requests
  • Run reports

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.

None

Entitlement Administrator

Users with Entitlement Administrator permissions can perform the following actions:

  • Configure Entitlement rules for SRDs
  • Configure Entitlement groups

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.

None

Request Catalog Manager

Users with Request Catalog Manager permissions can perform the following actions:

  • Create Service Requests Definitions (SRD) by using the Service Request Designer
  • View and update SRDs by using the Service Request Designer
  • Manage (create, update, and delete) SRDs and Process Definition Templates (PDTs) by using the Service Catalog Manager console

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.

None

Service Request User

Users with Service Request User permissions can perform the following actions:

  • Manage service requests by using the Service Request Coordinator console
  • Review suggestions and troubleshoot requests

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.

None

SRM Administrator

Users with SRM Administrator permissions can perform actions in the following components:

SRM Configuration

  • In Advanced settings, they can configure:
    • General Application settings
    • Advanced Interface data
    • Service Request preferences
    • Service Request definition settings
    • Service Request HTML
    • Surveys
  • In Application Configuration, they can define:
    • Application fields,
    • Application Object Template,
    • Application Target data,
    • Questions Library
  • In Approval settings, they can configure:
    • Approval Chains
    • Approval Mappings
  • In Entitlement settings, they can configure:
    • Entitlement rules for SRDs
    • Entitlement groups on behalf of rules
  • In Navigational Category settings, they can configure:
    • Navigation categories
  • In Request Entry Management settings, they can configure or manage:
    • Default console preferences
    • Service Request Definition images
    • Service Request images
    • Service Request Search Exclusion word list

SRD Level

  • Set up SRD levels

BMC SLM

  • Configure the default values for Service Target for SRDs.

Work Order

  • Configure Work Order rules
  • Configure Work Order templates

Foundation

  • Approval Application Registration to allow parallel processes based on form name
  • Configure Approval Process phases
  • Register applications that will use Command Automation Interface (CAI) (advanced feature)
  • Define commands, command parameters, and command parameter mappings for the CAI (advanced feature)

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.

None

Work Order Config

Users with Work Order Config permissions can perform actions in the following two components:

In SRM Configuration, Work Order settings, they can configure:

  • Work Order rules
  • Work Order templates

In Task Management System, Assignment settings, they can configure:

  • Assignment mappings
  • Task Group templates
  • Task templates
  • Variable templates

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.

None

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 .

Important:

  • To receive a work order assignment:
    • Managers must have the functional role of Work Order Manager.
    • Assignees must have the functional role of Work Order Assignee.
  • Asset Viewer permission is required, and is automatically granted with the Work Order User permission, in a single-version stack environment. In a mixed-version stack environment, the Asset Viewer permission is not automatically granted with Work Order User permission. In this type of environment, you must explicitly grant the Asset Viewer permission along with the Work Order User permission. 

None

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. 

None

Work Order Viewer

Users with Work Order Viewer permissions can perform the following functions:

  • View and search for work orders
  • Submit work log entries

None

Work Order Submitter

Users with Work Order Submitter permissions can submit, modify, and search for work orders assigned to themselves.

None

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 permissionsOperations on the task
ViewCreateUpdate

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 Master
  • Work Order User
YesYesYes
Work order user with Work Order Viewer permission.YesNoNo
Work order user with Work Order Submitter permission.YesYesYes


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Comments

  1. Sidharth Mara

    The document is very old, it does not take multi tenancy into consideration, please check and correct the same.

    May 20, 2024 08:05