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

Granting users access to the BMC Helix ITSM Requester console

The users of the Requester Console are requesters who need assistance from the IT support staff to have a change implemented or an incident resolved. The console is the entry point for users to define, view, update, or cancel service requests. Any member of your organization can be a requester.

Important

If your environment is running the BMC Service Request Management application, the Request Entry Console feature of that application replaces the BMC Helix ITSM Requester Console. For more information, see BMC Service Request Management.

Related topics

Creating or modifying People data

When an individual has been defined by a People record, that individual must be assigned to the appropriate permission to access the Requester Console.

Known users are those who are defined by a People record.

Users are considered to be unknown users if they have not been given login information, even if they have been defined in the People form, or if their Support Staff status is set to "No" on the people form. 

To use the Requester Console to submit service requests, users must have one of the following types of permission:

  • Requester Console Master — This user is responsible for troubleshooting service requests. The Requester Console Master can view requests submitted by other users. Requester Console Master permissions automatically give this user Command Event Master permissions to be able to view events or requests and troubleshoot them.

Important

If the BMC Service Request Managementt application is installed, the Requester Console Master permission is not available. BMC Service Request Management permissions replace the Requester console permissions. For more information, see Service Request Management permissions.

  • Registered user — This user has been defined and given login information in the People form.
  • Unknown user — This type of user is also an AR System Guest User. 
    • Some other factors that control allowing unknown users access to the Requester Console follow:
    • Unknown users are not allowed access if the multi-tenancy option is selected.
    • In addition to setting the Tenancy Mode to Single-Tenancy, the Allow Unknown Users option must be set to Yes and login information added.

To grant Requester Console access to known users

  1. Add the user by using the People record and assign the user login information on the People form. Assign a user the Requester Console Master permission.
  2. Set the Tenancy Mode to either Single-Tenancy or Multi-Tenancy mode, depending on the requirements of your organization. See Setting-up-the-Tenancy-mode.

To grant Requester Console access to unknown users

  1. Set the following AR System configuration options on the AR System Administration: Server Information form.
    1. Select the Allow Guest Users option in the Configuration tab as shown in the following figure.
      Server-Inform.gif
    2. Set Submitter Mode to Locked on the Licenses tab as shown in the following figure, so users with a read-only licenses can cancel requests and respond to surveys. 
      Server-Inform-2.gif


    3. Set the Allow Unknown Users option to Yes and add login information as described in Configuring application settings for Requester Console.
  2. Set the Tenancy Mode to Single-Tenancy.
    See Setting-up-the-Tenancy-mode.

 

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