Problem Management roles and permissions

To access the Problem Management module in Smart IT, as a Smart IT user, you must have the Problem Master or Problem User permission. Additionally, you might have to perform the functional role of Problem Coordinator.

The Problem Management 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.

Problem coordinator role

Problem coordinators are responsible for the quality and integrity of the Problem Management process. Problem coordinators have full access to problem investigations and known errors assigned to their support groups.

Problem coordinators require at least Problem User permission to access Problem Management. In addition, they must have the functional role of Problem Coordinator to perform the problem coordinator's duties. Their responsibilities include:

• Reviewing the incident requests that have been related to the services for which they are the problem coordinator, to help identify problems
• Ensuring that the problems for which they are responsible progress through the problem management process in a timely and prioritized fashion
• Ensuring that the information entered in the problem investigations and known errors that they manage is accurate and complete
• Periodically reviewing their problem investigations for which a practical structural solution cannot be found
• Verifying structural solutions and closing the known errors and problem investigations that they manage

Problem Management permissions

Depending upon the permissions given to you by your administrator, you can perform the following operations on a problem investigation:

• Problem Master—Create problem investigations and known errors independent of any functional roles or support group affiliations. Problem Master supersedes the Problem User, Problem Submitter and Problem Viewer permissions. 
• Problem User—Create and modify problem investigations and known errors based on functional roles and support group affiliations. The Problem User permission supersedes Problem Submitter and Problem Viewer permissions. 
  • Users with the Problem User permission but without a Problem Management functional role can modify only problem investigations and known errors where they belong to the Assigned group.
  • Users with the Problem User permission and Problem Coordinator functional role can modify only problem investigations and known errors where they belong to the Problem Coordinator group.
• Problem Submitter—Create and query problems and known errors. You must also belong to a Support group to create problem investigations. However, you cannot submit or view problems or known errors in Smart IT.
• Problem Viewer—Query and view problems and known errors. However, you cannot view problems in Smart IT.
• Problem Config—Access and modify the Problem Management Module configuration forms.

The following table describes the scope of the problem investigation permissions: