This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Mapping Problem Management permission groups to ITIL roles

The following table lists the problem management roles that are defined in the IT Infrastructure Library (ITIL) and the equivalent permissions that each role needs in Problem Management to complete the relevant procedural steps.

This section does not list all the permission groups and functional roles defined in Problem Management, only those that are mapped to the ITIL roles.

The following table shows the Problem Management role mapping:

ITIL role name

Calbro user

Problem Management permission groups

Specialist

Ian Plyment

Incident User
Problem User
Task User
Infrastructure Change Viewer
Asset Viewer

Problem Coordinator or Problem Master

Bob Baxter

Problem User
Incident Viewer
Infrastructure Change Viewer
Asset Viewer
Functional Role: Problem Coordinator

 

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