User permissions
The Request component is installed when the BMC Service Request Management application is installed. BMC Service Request Management is the entry point from which IT customers can interact with the IT organization. Users select IT or other business services from a Service Catalog, which the Business Service Manager sets up. Service requests can be fulfilled using the processes supported by BMC Change Management or BMC Service Desk: Incident Management. In addition, BMC Service Request Management supports all generic work-order processes.
Note
If you install BMC Service Request Management in an environment that ran an earlier version of a BMC Remedy ITSM suite application (BMC Asset Management, BMC Service Desk, or BMC Change Management), the Request component is replaced with BMC Service Request Management.
How users access the Request Entry console
Any IT customer 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. No specific permissions listed in BMC Service Request Management permissions are required.
The AR System server can be configured to allow guest users. In multi-tenancy mode, these guest users must have a People record to access the Request Entry console.
In single-tenancy mode, guest users allowed by the AR System server can access the Request Entry console without a People record, if the BMC Service Request Management application is also configured to allow unknown users.
BMC Service Request Management permissions
The permissions listed in the following table are for administrating the BMC Service Request Management application and managing requests and work orders.
BMC Service Request Management permissions
Permission | Description | Application user license type |
|---|---|---|
Business Analyst | Users with Business Analyst permission can perform the following functions:
| None |
Business Manager | Users with Business Manager permission can manage the following service requests using the Business Manager console:
Recommendation: Grant these permissions to individuals 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 permission can perform the following functions:
Recommendation: Grant these permissions to individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone playing the role of an Application Administrator. | None |
Request Catalog Manager | Users with Request Catalog Manager permission can perform the following functions:
Recommendation: Grant these permissions to individuals 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 permission can perform the following functions:
Recommendation: Grant these permissions to individuals 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. Note: The Service Request User permission is not required to submit requests. See How users access the Request Entry console. | None |
SRM Administrator | Users with SRM Administrator permission can perform functions that span the following components: SRM Configuration Advanced settings, configure:
Application Configuration, define:
Approval settings, configure:
Entitlement settings, configure:
Navigational Category settings:
Request Entry Management settings, configure or manage:
SRD Level
BMC SLM
Work Order, configure:
Foundation
Recommendation: Grant these permissions to individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone playing the role of an Application Administrator. Note: The SRM Administrator permissions supersede the Entitlement Administrator permission. Therefore Users with these permissions do not need to be granted the Entitlement Administrator permission. | None |
Work Order Config | Users with Work Order Config permission can perform functions that span the following two components:
Task Management System, Assignment settings, configure:
Recommendation: Grant these permissions to individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone playing the role of an Application Administrator. | None |
Work Order User | Users with Work Order User permission can create, manage and fulfill Work Orders that are assigned to their support group from the Work Order console . Notes:
| None |
Work Order Master | Users with the Work Order Master permission can submit, modify, and search for all work orders within their company. They also have access to the Product Catalog console. Recommendation: 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 permission can perform the following functions:
| None |
Work Order Submitter | Users with Work Order Submitter permission can submit, modify, and search for work orders assigned to themselves. | None |
Related topics
User permissions (BMC Remedy IT Service Management documentation)
Comments
I have a new user that getting emails with REQ# and when she clicks on the link to view it, it will ask her to login then she gets an error "You do no access to open the request. (arerr 150617)
She is in that Support group and Functional Roles.
Permission group: asset viewer, inc viewer , service request viewer, SRM admin, task admin, WO master/submitter/user/viewer.
She can search the REQ in global search but not when it comes from email.
Hi Ramon,
Thanks for your comment. BMC Customer Support will be able to help with this issue. You can contact them by clicking here.
Regards,
Cathy
Well I didn't do anything to her account and she just told me today that it's working now.
Weird.
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