Managing access to tickets and resources through support groups
To configure valid support groups
In BMC Helix ITSM, on the Support Group Configuration form, for the Multiple support groups to single company mode, the Global option has been added under the Support Company list. This is a configuration for support group assignment. The support group is available at the global company level.
- The Global company is available for all users irrespective of the customer or location company.
- Users must have permission to access support groups configured under Global. Users with unrestricted access can access all groups under Global.
To organize a hierarchy of support groups
In Smart IT, the hierarchy in which support groups are organized is based on the hierarchical group feature in AR System. It is a structure that enables you to organize groups, especially larger groups in hierarchical order. Groups are organized in hierarchy, and user's access to ticket data depends on where they are placed in the hierarchy. In this structure, groups are organized in parent and child hierarchy. Parent groups have larger access as compared to child groups. In this structure, groups are organized in parent and child hierarchy.
Important features of the parent and child hierarchical groups are:
- Child groups can access their own tickets.
- Parent groups can access their own tickets and tickets of their respective child groups.
- All permissions assigned to a child group are passed on to its parent group.
To organize a hierarchy of support groups, perform the following steps:
- In BMC Helix ITSM, select Application Administration Console > Foundation > Advanced Options > Hierarchical Group Configuration.
- Update the required information on the Hierarchical Group Configuration form.
Using this form, you can add or remove a parent group of a company or a support group.