Incident Management roles and permissions

To access the incident management module in Smart IT, as a Smart IT user, you must have the Incident Master, Incident User, Incident Submitter or Incident Viewer permission. Along with these permissions, you might have to perform the functional role of Support Group Lead or Incident Manager.

The work order permissions and functional roles that are supported in Smart IT are derived from BMC Helix ITSM. On the CTM:People form in BMC Helix ITSM, the administrator can assign the permission and functional role to Smart IT users.

Incident Management roles

To efficiently manage incidents, Smart IT supports the functional roles of Support Group Lead and Incident Manager. 

• Incident Manager—Smart IT users with Incident Manager role can work with incidents.
• Support Group Lead—Smart IT users with Support Group Lead role can modify incidents that are closed and are owned by a Support Group of which the user is a member.

Incident Management permissions

• Incident Master—Incident Master supersedes Incident User, Incident Submitter and Incident Viewer permissions. As a Smart IT user with Incident Master permission, you can work on Incidents independent of any functional roles or support group affiliations.
• Incident User—The Incident User permission supersedes Incident Submitter and Incident Viewer permissions. As a Smart IT user with Incident User permission, you can work on tickets that are Assigned or Owned by a support group to which you belong.  
• Incident Submitter—As a user with Incident Submitter permission, you can only query and submit incidents that are Assigned or Owned by a support group to which you belong in Mid Tier. However, you cannot submit or view incidents in Smart IT.
• Incident Viewer—As a user with Incident Viewer permission, you can only view tickets that are Assigned or Owned by a support group to which you belong in Mid Tier. However, you cannot view incidents in Smart IT.
• Incident Config—As a BMC Helix ITSMuser with Incident Config permission, you can access the configuration forms for Incident Management (including templates). You can also access all forms related to incident configurations including Impact, Urgency, Priority Matrices, Decision Trees, and Incident Management Settings.

The following table describes the scope of the incident permissions: