This documentation supports the 9.1 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Application Functional roles

BMC Remedy IT Service Management applications are developed using the BMC Remedy AR System  deployable application model , which supports role-based access permissions .

Functional roles are used primarily to extend the access granted by permissions. Some of the functional roles can be used for notifications. 

Note

Only support staff members can be given functional roles.

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

BMC Service Request Management functional roles

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 so he or she can 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 so he or she can 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 relate 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.

For more information, see Functional roles in Work Order Management and Roles and permission groups in BMC Service Request Management.

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 relate 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.

For more information, see Functional roles in Work Order Management and Roles and permission groups in BMC Service Request Management.

Best Practices

BMC recommends 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.

Note

If a work order is assigned to a support group, but not to an individual assignee, then 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.

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Comments

  1. Lisa Singh

    I think the "Best Practices" box is really useful.

    Oct 17, 2018 08:28