Change Management permissions
Permission roles
Service Management applications use the concept of permissions groups to control access to the various BMC Helix ITSM or Smart IT applications such as forms, views, consoles, and functions. Permission groups are defined within the applications with a prescribed hierarchy. For example, the Master permission supersedes the User permission, which in turn supersedes the Submitter permission, which finally supersedes the Viewer permission. So, if you want to give access to a user to change requests, give access to one of these four permission group types depending on the requirements.
In addition to the above permission group types, you can use the Config permission group type for application administrative purposes in conjunction with any one of the above permission group types.
Basic access requirements
The following sections describe the basic permissions required to access the BMC Helix ITSM .
Types of access | Description |
|---|---|
IT user | An IT user is anyone who accesses BMC Helix ITSM with the change agent role. Additionally, users accessing BMC Helix ITSM should have access to records belonging to one or more companies. Company access is defined in each user's People record, under Access Restrictions in the Login/Access Details tab. BMC Helix ITSM uses access restrictions to determine what company information is displayed on the Dashboard and in the Consoles. Basic access requirements for a BMC Helix ITSM user might look like the following example: Access restrictions defined + permissions for the change agent role |
IT administrator access | A IT administrator (IT Admin) is anyone who performs BMC Helix ITSM configuration or administration activities. IT Admins have access to the Knowledge Template Styles and Screen Configuration options in the Configuration menu. For minimum access permissions, see IT Admin permissions. |
Change permissions
- Infrastructure Change Master - Infrastructure Change Master is an administrator for Change Management. This level of permission is the highest access level for creating and updating change requests. The administrator must grant the Master permissions groups only to key personnel who own a process or who have full control over schedules.
- Infrastructure Change User - The Infrastructure Change Users perform the role of a change manager or change coordinator within the Change Management process. You should grant these permissions to users who perform the role of a support group lead within the Incident Management process or a problem coordinator role within the Problem Management process, or both, and who might need to modify changes that result from Incidents, Problems, or Known Errors. Additionally, these permissions should be granted to users who perform the role of a continuity manager.
- Infrastructure Change Viewer - Infrastructure Change viewer permission is superseded by the Infrastructure Change Master and Infrastructure Change User permission.
- Infrastructure Change Submitter - Infrastructure Change Submitter permission is granted to Problem Coordinator and IT specialists to create change requests.
The following table describes the scope of the change permissions:
Tasks | Infrastructure Change Master | Infrastructure Change User | Infrastructure Change Viewer | Infrastructure Change Submitter | Remarks, if any |
|---|---|---|---|---|---|
Create change request | ✅️ | ✅️ | ❌️ | ✅️ | |
Modify change request | ✅️ | ✅️ | ❌️ | ❌️ | The following conditions apply:
|
View change requests | ✅️ | ✅️ | ✅️ | ✅️ | |
Create approval mappings | ✅️ | ❌️ | ❌️ | ❌️ | The use with Infrastructure Change Master cannot modify the class, status, and dates in the change request. |
Modify approval mappings | ✅️ | ❌️ | ❌️ | ❌️ | |
Create change templates | ✅️ | ❌️ | ❌️ | ❌️ | Users with the Infrastructure Change User permission and Support Group Admin functional role can create support group change templates |
Modify change templates | ✅️ | ✅️ | ❌️ | ❌️ | Users with the Infrastructure Change User permission and Support Group Admin functional role can modify support group change templates. For users with the Infrastructure Change User permission, modification of templates is restricted to those templates where the user is a member of the Authoring Group. |
Create tasks within the change request | ❌️ | ❌️ | ❌️ | ❌️ | |
Modify the tasks within the change request | ✅️ | ✅️ | ❌️ | ❌️ | The user with Infrastructure Change User permission can edit tasks if this user belongs to the assigned support group for that task, even if the user does not belong to the assigned support group for that change. |
Execute the change request to completion | ✅️ | ❌️ | ❌️ | ❌️ |
Modification of a change request by a Infrastructure Change User
A user with Infrastructure Change User permission can modify a change request if the following conditions are met:
- Condition 1
- Condition 2
- Condition 3
- Condition 4
Permissions required to configure BMC Helix ITSM: Change Management
Users with the Infrastructure Change Config permission can perform all change administration functions that include the following four components. The user with this permission access Mid Tier to make the configuration changes.
Component | Functions |
|---|---|
Change Management Configuration |
|
Foundation |
|
Requestor Console |
|
Task Management System |
|
Permissions required for a Change Agent
The following table lists the required permissions for Change Agents:
Category | Permission | Additional information |
|---|---|---|
Change Management | At least one of the following permissions is required:
| None |
Asset Management | At least one of the following permissions is required:
| With the optional Receiving User permission, Change Agents can also scan assets, compare them with a purchase order, and mark them as received. |
IT Admin permission
An IT Admin must have AR System Administrator permissions to perform screen configuration (for example, adding custom fields to Smart IT views) and to create knowledge template styles.
In addition, if an IT Admin provides administration for support groups in BMC Helix ITSM, that person needs Contact Organization Admin permissions. For more information, see Foundation module permission groups in the BMC Helix ITSM documentation.
Change Management Dashboard User
Users with Change Management Dashboard User permission can view the Change Management Dashboard form.