Roles and permissions

User roles and permissions let administrators control how people access and interact with BMC Helix ITSM Insights. To be able to use the proactive problem management and real-time incident clustering in BMC Helix ITSM Insights, users need to have pertinent Problem Management and Incident Management permissions in BMC Helix ITSM.

User authentication shared across BMC Helix ITSM, BMC Helix ITSM Insights and BMC Helix Portal.

As an administrator, you can assign user permissions from the People form in BMC Helix ITSM. For more information on roles and permissions in BMC Helix ITSM, see Roles and permissions (BMC Helix ITSM documentation)

Logical groups created during activation

When BMC Helix ITSM Insights is activated by the BMC SaaS Operation team, the following groups are automatically created in Action Request System and users associated with these groups are automatically synced into BMC Helix Portal. Additionally, these groups are mapped with the correct AI roles that contain appropriate permissions in BMC Helix Portal through which users interact with BMC Helix ITSM Insights.

Group	Permissions	Mapped role in BMC Helix Portal
Problem Identification User	This group contains all users who have the following permissions: Problem Master Problem User Problem Coordinator	AI Developer
Incident Correlation User	This group contains all users who have the following permissions: Incident Master Incident User	AI Developer
ITSM Insight Administrator	This group contains all users who have the following permissions: Problem Config Incident Config	AI Config

To be able to access BMC Helix ITSM from Smart IT, users must have a platform user license. For more information, see Creating and modifying users.

Important

The AI Admin and AI user roles in BMC Helix Portal are not currently used in BMC Helix ITSM Insights.

Roles and permission using BMC Helix Portal

BMC Helix ITSM Insights uses BMC Helix Portal to provide single sign-on authentication for users. In BMC Helix Portal, you can create and edit users and user groups, and assign any of the available permissions, such as creating, modifying, viewing, deleting, or managing objects. However, you cannot create new permissions.

As a tenant administrator in BMC Helix Portal, you can control access to various features available with the integrated products. Use the following information for assigning permissions to BMC Helix ITSM Insights users.

Permission			Description	AI Config	AI Developer
Service	Resource	Permissions
core	algorithm_template	view	View algorithm templates	✅️	✅️
		manage	View and update algorithm templates		✅️
	algorithm	view	View algorithm	✅️	✅️
		manage	View and update algorithm		✅️
		icupdate	View and update incident correlation algorithm	✅️
	algorithm_execution	view	View algorithm run results		✅️
		manage	Run an algorithm that creates an artificial intelligence/machine learning job		✅️
	algorithm_execution_summary	view	View algorithm run summary		✅️
	algorithm_files	view	View input file (.csv file) for artificial intelligence/machine learning job		✅️
		manage	Upload or delete input file (.csv file) for artificial intelligence/machine learning job		✅️

Permissions required for accessing the Workspaces menu in Smart IT

To be able to access the Proactive problem management workspace from the Workspaces menu in Smart IT, users must have the Problem Agent permissions in Smart IT. To be able to access the Real-time incident correlation workspace from the Workspaces menu, users must have the IT Agent permissions in Smart IT.

For more information about Problem Agent and IT Agent permissions in Smart IT, see Smart IT roles and permissions.

Permissions required for modifying configuration

To modify the proactive problem management configuration, users must have the Problem Config permission.

To modify the incident correlation configuration settings, users must have the Incident Config permission.

Permissions required for proactive problem management

To use the Proactive problem management workspace in BMC Helix ITSM Insights, users must have problem and incident management permissions and must also belong to a support group. Users must also be assigned either Fixed or Floating license types.

Users must have at least one of the following problem management permissions in BMC Helix ITSM to create and relate problems in BMC Helix ITSM Insights:

Problem Master
Problem User
Problem Submitter

Users must have at least one of the following incident management permissions in BMC Helix ITSM to drill down into clusters and access incidents:

Incident Master
Incident User

Permissions required for real-time incident correlation

Users must have the following permissions and belong to a support group to be able to use the Real-time incident correlation workspace in BMC Helix ITSM Insights. They must also be assigned either Fixed or Floating license types.

Incident Master—A user with Incident Master permission can work on incidents independent of any functional roles or support group affiliations.
Incident User—A user with Incident User permission can work on tickets that are Assigned or Owned by a support group to which the user belongs.

Row Level Access

Problem coordinators can access only proactive problem management jobs and results created by them. The incident data used by the jobs depend using the permissions of the user who created the job.
For incident correlation, the row level access is controlled when displaying the data. Users can view only those incidents to which they have access.