Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

Incident Management permissions


Depending upon the permissions your administrator grants to you, you can perform the following operations on an incident.

Related topic

Adding people without using templates


Permissions

Description

Application user license type

Incident Master

On the System Settings form, if the Application permission model is set to Support group and company , users with the Incident Master permission can perform the following functions:

  • Create incidents
  • Modify all incidents to which the Incident Master has access
  • View Incident templates

If the Application permission model is set to Support group, users must belong to a Support Group to perform the functions. For more information about the application permission model, see Applying system settings.

Important: To create and modify templates, you need the Support Group Admin Functional role. With this role, modifying templates is restricted to those for which the user is a member of the Authoring Group. This role can configure:


    • Cost Category
    • Cost Center information
    • Cost Rate templates
    • Financial rules
    • Chargeback periods

Chargeback is a function of the costing subsystem and is given automatically with the other costing features; for example, access to the Product Catalog console.

Best practice
We recommend that you limit the use of Master permissions to key personnel who own a process (such as the Service Desk Analyst role) or who require full access to all Incidents.

Fixed or Floating

Incident User

On the System Settings form, if the Application permission model is set to Support group and company, users with the Incident User permission can perform the following functions:

  • Create incidents
  • Modify incidents based on functional roles and support group affiliations (that is, you must be a member or the Assigned or Owner Group to have modify access to the Incidents with this permission)
  • View Incident templates

If the Application permission model is set to Support group, users must belong to a Support Group to perform the functions. For more information about the application permission model, see Applying system settings. 

You must grant the Support Group Admin functional role to create and modify templates. With this role, template modification is restricted to templates for which the user is a member of the authoring group.

Best practice
We recommend that you limit the use of these permissions to individuals performing one of the following Service Desk roles:


    • Group Coordinator
    • On-Duty Manager
    • Operations Manager
    • Operator and Specialist
    • Problem Coordinator
    • Change and Release Coordinator
    • Service Level Manager
    • Service Owner

Fixed or Floating

Incident Submitter

On the System Settings form, if the Application permission model is set to Support group and company, users with the Incident Submitter permission can perform the following functions:

  • Create incidents
  • Query incidents

If the Application permission model is set to Support group, users must belong to a Support Group to perform the functions.

Users with Incident Submitter permissions cannot modify incidents. For more information about the application permission model, see Applying system settings.

Best practice
We recommend that you grant these permissions to individuals who need to submit and view incidents. Typically, these permissions are given to any who fulfills one of the roles mentioned under the Incident User permissions. User-type permissions are required if the person needs modification access.

None

Incident Viewer

Users with the Incident Viewer permission can perform the following functions:

  • Query all incident requests
  • Add Work Info records
  • Update Work Info records

Users with Incident Viewer permissions cannot:

  • Submit incident requests 
  • Modify incident requests

Best practice
We recommend that you grant these permissions to individuals who need only read access to incidents. Typically, these permissions are given to most BMC Helix ITSM applications users (that is, users who do not already have the Master, User, or Submitter permission) for them to access incident information.

None

Incident Config

Users with Incident Config permission can perform functions that span the following components:

  • On the Incident Management module, configure:
    • Management application settings
    • Incident Impact values
    • Incident Urgency values
    • Incident Priority weight ranges
    • Incident Prioritization
    • Incident rules (general field enforcement and assignment rules)
    • Work Info inbound and outbound communications counters
    • Decision trees
    • Scripts
    • Incident templates

The user can create templates regardless of authoring group affiliation. However, a user can modify the template only if the user is a member of the authoring group or the support group for which the template is created.

  • Foundation component, for KPIs, configure:
    • Flashboard parameters
    • KPI titles (and register, this option is an advanced option)
  • Requestor component:
    • Create and update Summary Definitions

Best practice
We recommend that you grant these permissions to individuals who configure the component functions in the preceding list. Typically, people who fulfill this role are Application Administrators.

Fixed or Floating

Users with the Incident User permission and Support Group admin functional role can create or modify incident templates of the Support Group.

For information about data access in a multitenant environment and application permission model, see Data access in a multitenant environment.

The following table describes the scope of the incident permissions: 

Tasks

Incident Config

Incident Master

Incident User

Incident Submitter

Incident Viewer

View incident tickets

✅️

✅️

✅️

✅️

✅️

Create incident tickets

✅️

✅️

✅️

✅️

❌️

Submit incident tickets

✅️

✅️

✅️

✅️

❌️

Query incident tickets

✅️

✅️

✅️

✅️

✅️

Modify incident tickets

✅️

✅️

✅️

❌️

❌️

Delete incident tickets

Important: Only users with AR System Administrator permission can delete incident tickets.

❌️

✅️

✅️

✅️

✅️

Add Work Info records

✅️

✅️

✅️

✅️

✅️

Modify Work Info records

✅️

✅️

✅️

✅️

✅️

View incident templates

✅️

✅️

✅️

❌️

❌️

Create incident templates (in BMC Helix ITSM)

✅️

✅️

❌️

❌️

❌️

Perform configurations on incidents including Impact, Urgency, Priority Matrices, Decision Trees, Incident Management Settings (in BMC Helix ITSM)

✅️

❌️

❌️

❌️

❌️

 

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