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Roles

BMC FootPrints Service Core comes with a number of built-in permission roles (also called "user types") to assign to users of the system. Each role includes a variety of permission options that dictate what users can and cannot do within a FootPrints Workspace. Options include creating and editing Issues, access to searches and reports, adding to the Knowledge Base, and more. The administrator can define and change which actions users of that role type can perform. In addition, an unlimited number of custom roles can be created.

There are two categories of roles in BMC FootPrints Service Core. They are:

  • Agents—These roles apply to users of BMC FootPrints Service Core, such as Service Desk agents, customer service representatives, technicians, developers, project managers. Users that can be added to an Agent-based role must have an Agent or administrator-strength license, either fixed or concurrent.
  • Customers—These roles apply to end-users of FootPrints, such as external customers, internal clients, employees, outside vendors.
Warning

Important

This feature is optional. If you do not want to set permissions for different sets of users (for example, if you have a small department using the Workspace, all of whom fit into one or two categories), then the built-in roles that come with BMC FootPrints Service Core may be sufficient. This feature is useful for creating very detailed permissions for different levels of users or can be used to change just one or two options for a set of users. It can also be used to create special permissions for a single user.

Creating System vs. Workspace Roles

Roles can be defined at both the workspace and system level.  System roles are not automatically assigned to users. Instead, they can be created by the System Administrator to be used by Workspace Administrators in their workspaces. This is an easy way to create standard roles that can be maintained in one place and are constant throughout the system.

  • To create a system role, select Administration | System | User Roles from the BMC FootPrints Service Core Toolbar. Once a system role is created, it can be linked from the Workspace User Role page.
  • To create a Workspace role, select Administration | Workspace | User Roles from the FootPrints Toolbar. Once a role is created, one or more users can be assigned to that role on the Add/Edit Agent or Customer pages. 

 

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FootPrints Service Core Online Help 11.6