User permissions

User permissions let you control how people access the components of BMC Virtual Chat, such as Support Agent Console, Monitoring Console, and Administration Console.

You have to categorize application users by roles and assign them to predefined active groups in BMC Virtual Chat. You can assign application users to one of the active groups, depending on their role and the permissions required. Each of these groups has certain form permissions associated with them. Each permission group can access only certain areas of the application. A user can belong to multiple permission groups.

The following sections give information about permission groups that are deprecated (inactive) and currently in use (active):

Deprecated permission groups

The following groups are deprecated and must not be assigned to users:

  • ESChat_User
  • ESChat_Group User
  • ESChat_Major Incident Executive
  • ESChat_Major Incident Stakeholder
  • ESChat_Major Incident Submitter

Permission groups in use

The following table gives information about the permission groups that are currently active and the consoles and forms accessible to each group:

Permission group nameRole in BMC Virtual ChatAccessible consolesAccessible forms
ESChat AdminApplication administrators
  • Virtual Chat Administration Console
  • Monitoring and Report Console
 View the list of accessible forms for the ESChat Admin group...
  • ES_Chat:Administration_VirtualAgentQuery
  • ES_Chat:Administration_VirtualAgentQuery_MasterQuery
  • ES_Chat:AdministrationConsole
  • ES_Chat:AdministrationConsole_ApplicationDefinition
  • ES_Chat:AdministrationConsole_ApplicationLauncher
  • ES_Chat:AdministrationConsole_AssigneeForm
  • ES_Chat:AdministrationConsole_BusinessTime
  • ES_Chat:AdministrationConsole_GeneralServerSettings
  • ES_Chat:AdministrationConsole_IntegrationSetup
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_SAC_Settings
  • ES_Chat:AdministrationConsole_ServerMap
  • ES_Chat:AdministrationConsole_ServerMapping_PatchServerNa
  • ES_Chat:AdministrationConsole_ServiceAlert
  • ES_Chat:AdministrationConsole_SessionTimeoutSettings
  • ES_Chat:AdministrationConsole_SMSGatewayDefinition
  • ES_Chat:AgentITSM7Integration
  • ES_Chat:Company_Menu
  • ES_Chat:EventOccurance
  • ES_Chat:GroupChatRefreshForm
  • ES_Chat:MasterChatRecord
  • ES_Chat:MasterChatRecord_RequestAssignment
  • ES_Chat:MasterChatRecord_SupportingData
  • ES_Chat:MyCollaborationPortal
  • ES_Chat:MyCollaborationPortal_Attachment
  • ES_Chat:OpenCDRForCustomer
  • ES_Chat:OpenURLForCustomer
  • ES_Chat:OpenURLForCustomer_Select
  • ES_Chat:ChatQueryWizard
  • ES_Chat:Remedy Chat Portal
  • ES_Chat:ReportConsole
  • ES_Chat:ReportConsole_ChatSessionQuery
  • ES_Chat:ReportPendingChatSessionsByProduct
  • ES_Chat:SAC_CustomerContext
  • ES_Chat:SAC_MarkAsAbandoned
  • ES_Chat:SAC_RelateToMajorIncident
  • ES_Chat:SAC_SaveForSessionReopen
  • ES_Chat:SACLauncher
  • ES_Chat:SelectChatSession
  • ES_Chat:Self Service Login
  • ES_Chat:ServiceAlertNotification
  • ES_Chat:SessionChatQueue
  • ES_Chat:SupportAgentConsole
  • ES_Chat:TestFilters_ChatBot
  • ES_Chat:TestFilters_ChatTools_CleanLog
  • ES_Chat:Topic_ByAgentAssignment_Join
  • ES_Chat:Topic_QueueAgentAssignment
  • ES_Chat:Topic_QueueTopicAssignment
  • ES_Chat:TransferChatSession
  • ES_Chat:UserActivityItem
  • ES_Chat:IntegrationData
  • ES_Chat:UserIntegrationold
  • ES_Chat:UserIntegrationwithDetails
  • ES_Chat:UserPreferences
  • ES_Chat:UserSurvey
  • ES_Chat:Version_DVFControl
  • ES_MI:MajorIncident
  • ES_MI:MICategoryJoin 
ESChat Agent

Support agents (live agents) who interact with
self-help users 

Support Agent Console
 View the list of accessible forms for the ESChat Agent group...
  • ES_Chat:AdministrationConsole_ApplicationDefinition
  • ES_Chat:AdministrationConsole_ApplicationLauncher
  • ES_Chat:AdministrationConsole_IntegrationSetup
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_ServerMap
  • ES_Chat:AdministrationConsole_SMSGatewayDefinition
  • ES_Chat:AgentITSM7Integration
  • ES_Chat:Company_Menu
  • ES_Chat:EventOccurance
  • ES_Chat:GroupChatRefreshForm
  • ES_Chat:MasterChatRecord
  • ES_Chat:MasterChatRecord_RequestAssignment
  • ES_Chat:MasterChatRecord_SupportingData
  • ES_Chat:MyCollaborationPortal
  • ES_Chat:OpenCDRForCustomer
  • ES_Chat:OpenURLForCustomer
  • ES_Chat:OpenURLForCustomer_Select
  • ES_Chat:ChatQueryWizard
  • ES_Chat:Remedy Chat Portal
  • ES_Chat:ReportConsole
  • ES_Chat:SAC_CustomerContext
  • ES_Chat:SAC_MarkAsAbandoned
  • ES_Chat:SAC_RelateToMajorIncident
  • ES_Chat:SAC_SaveForSessionReopen
  • ES_Chat:SACLauncher
  • ES_Chat:SelectChatSession
  • ES_Chat:Self Service Login
  • ES_Chat:SessionChatQueue
  • ES_Chat:SupportAgentConsole
  • ES_Chat:Topic_ByAgentAssignment_Join
  • ES_Chat:Topic_QueueAgentAssignment
  • ES_Chat:Topic_QueueTopicAssignment
  • ES_Chat:TransferChatSession
  • ES_Chat:UserActivityItem
  • ES_Chat:UserIntegrationold
  • ES_Chat:UserIntegrationwithDetails
  • ES_Chat:UserPreferences
  • ES_Chat:UserSurvey
  • ES_Chat:Version_DVFControl
  • ES_MI:MajorIncident
ESChat Alert AdminPeople who need to create, modify, or delete service alerts,
but do not perform any other administrative actions
Virtual Chat Administration Console
 View the list of accessible forms for the ESChat Alert Admin group...
  • ES_Chat:AdministrationConsole
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_ServiceAlert
  • ES_Chat:ServiceAlertNotification
ESChat Major Incident ManagerPeople who manage issues or incidentsMajor Incident Manager Console
 View the list of accessible forms for the ESChat Major Incident Manager group...
  • ES_Chat:AdministrationConsole
  • ES_Chat:AdministrationConsole_ServiceAlert
  • ES_Chat:MasterChatRecord
  • ES_Chat:MasterChatRecord_SupportingData
  • ES_Chat:ServiceAlertNotification
  • ES_Chat:UserPreferences
  • ES_MI:ManagersConsole
  • ES_MI:MICategoryJoin
ESChat Supervisor

Help desk or support supervisors who might need to view,
but not modify certain application settings

Note: Assign ESChat Supervisor and ESChat Agent permissions
to help desk or support supervisors who need to access the Support Agent Console.

  • Virtual Chat Administration Console
    • Read-only permission to the following options in the General Settings menu:
      • Language Translation
      • Service Alerts
      • SLAs
      • Support Agent Console Settings
      • Topics/Queues
    • Create, modify, and delete permissions to the following options in the Agent Toolkit menu:
      • Applications
      • Group Chat Rooms
      • Open URLs
      • Question Scripts
      • Quick Texts
  • Monitoring & Report Console
 View the list of accessible forms for the ESChat Supervisor group...
  • ES_Chat:Administration_VirtualAgentQuery
  • ES_Chat:AdministrationConsole
  • ES_Chat:AdministrationConsole_ApplicationDefinition
  • ES_Chat:AdministrationConsole_ApplicationLauncher
  • ES_Chat:AdministrationConsole_AssigneeForm
  • ES_Chat:AdministrationConsole_BusinessTime
  • ES_Chat:AdministrationConsole_GeneralServerSettings
  • ES_Chat:AdministrationConsole_IntegrationSetup
  • ES_Chat:AdministrationConsole_LanguageTranslationSettings
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_Question Script
  • ES_Chat:AdministrationConsole_Quick Text
  • ES_Chat:AdministrationConsole_SAC_Settings
  • ES_Chat:AdministrationConsole_ServerMap
  • ES_Chat:AdministrationConsole_ServerMapping_PatchServerNa
  • ES_Chat:AdministrationConsole_ServiceAlert
  • ES_Chat:AdministrationConsole_SessionTimeoutSettings
  • ES_Chat:AdministrationConsole_SMSGatewayDefinition
  • ES_Chat:AdministrationConsole_TextSettings
  • ES_Chat:AgentITSM7Integration
  • ES_Chat:ApplicationLauncher
  • ES_Chat:AttendeeStatus
  • ES_Chat:CDR_Sample
  • ES_Chat:Change_Password
  • ES_Chat:ChatAlerts_GenerateSecurityKey
  • ES_Chat:ChatAlerts_OpenSettings
  • ES_Chat:ChatDataRequest
  • ES_Chat:ChatDataRequest_OpenFormForCustomer
  • ES_Chat:ChatDataRequest_RelateToSession
  • ES_Chat:ChatDataRequest_SaveDataToChatLog
  • ES_Chat:ChatDataRequest_Send
  • ES_Chat:ChatDataRequest_UpdateQuickDisplayData
  • ES_Chat:CreateGroupChat
  • ES_Chat:CreateUserAccount
  • ES_Chat:DVFFormatString
  • ES_Chat:EventOccurance
  • ES_Chat:DVFFormatString
  • ES_Chat:GroupChatRefreshForm
  • ES_Chat:HoursAvailabilityMessage
  • ES_Chat:IntegrationComments
  • ES_Chat:MasterChatRecord
  • ES_Chat:MasterChatRecord_RequestAssignment
  • ES_Chat:MasterChatRecord_SupportingData
  • ES_Chat:Message Box
  • ES_Chat:MyCollaborationPortal
  • ES_Chat:MyCollaborationPortal_Attachment
  • ES_Chat:MyCollaborationPortal_MenuLabelGroupAccess
  • ES_Chat:OpenCDRForCustomer
  • ES_Chat:OpenURLForCustomer
  • ES_Chat:OpenURLForCustomer_Select
  • ES_Chat:ParticipantChatRecord
  • ES_Chat:Remedy Chat Portal
  • ES_Chat:ReportConsole
  • ES_Chat:ReportConsole_ChatSessionQuery
  • ES_Chat:ReportPendingChatSessionsByProduct
  • ES_Chat:RequesterAssigneeForm
  • ES_Chat:SAC_CustomerContext
  • ES_Chat:SAC_MarkAsAbandoned
  • ES_Chat:SAC_RelateToMajorIncident
  • ES_Chat:SAC_SaveForSessionReopen
  • ES_Chat:SACLauncher
  • ES_Chat:SelectChatSession
  • ES_Chat:SessionChatQueue
  • ES_Chat:Topic
  • ES_Chat:Topic_ByAgentAssignment_Join
  • ES_Chat:Topic_QueueAgentAssignment
  • ES_Chat:Topic_QueueTopicAssignment
  • ES_Chat:TransferChatSession
  • ES_ChatTransferFiles
  • ES_Chat:Tranlation_SupportedLanguageDefinition
  • ES_Chat:UserActivityItem
  • ES_Chat:UserChatRecord
  • ES_Chat:IntegrationData
  • ES_Chat:UserIntegrationold
  • ES_Chat:UserIntegrationwithDetails
  • ES_Chat:UserPreferences
  • ES_Chat:UserSurvey
  • ES_Chat:VAQ:Index_Updater
  • ES_Chat:Version_DVFControl
  • ES_Chat:General:HomePage
  • ES_Chat:General:OrganizationRegistration
  • ES_Chat:General:User
  • ES_MI:MajorIncident
  • ES_Sample:CDR_InitialNav_100
  • ES_Sample:CDR_NavOptions
  • ES_Sample:CDR_OnRequestLiveAgent
  • ES_Sample:CDR_RequestContactInfo
  • ES_Sample:CDR_RequestSurvey
  • ES_Sample:CDR_Template
  • ES_Sample:IntegrationPoint_IncidentManagement
  • ES_Sample:SampleIntegrationForm

Related topics

User roles

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