Service Request Management user roles and permissions

Service Request Management roles
Service Request Management permissions

Use BMC Helix ITSM permission groups to grant users access to the applications and different consoles and modules within an application.

Functional roles are related to support groups. Use functional roles to extend the access granted in user role permissions. A functional role provides additional capability to users in the support group where the role is applied.

The responsibilities of these roles can vary from organization to organization. In some organizations, one person might fulfill several roles.

Related topics

User-goals-and-features

BMC-Service-Request-Management-permissions

Role-based access overview

The following table lists user roles, permission groups, and related information in Service Request Management:

User role	Permission groups	Console	Support staff member?
Requester (end-user)	No permissions are required.	Request Entry	No
Business manager	Business Manager	Business Manager Console Approval Console Overview Console	Yes
BMC Service Request Management application administrator	SRM Administrator ASE Administrator (optional) Users with ASE Administrator permissions have configuration access to the BMC Assignment Engine, which is installed independently of the BMC Helix ITSM applications. Typically, these permissions are only needed if you are extending or customizing the out-of-the-box Assignment Engine configuration options and are not needed to manage the BMC Helix ITSM applications assignment mappings. Task Administrator (optional) Work Order Config (optional; access to work order rules, task templates, and work order templates)	Application Administration Console Overview Console	No
Service catalog manager	Request Catalog Manager Entitlement Administrator (optional) SLM Config (optional)	Service Catalog Manager Console Service Request Designer Overview Console	Optional
Business analyst	Business Analyst Entitlement Administrator (optional)	Service Request Designer Overview Console	No
Service request coordinator	Service Request User	Service Request Coordinator Console Request Entry console Approval Console Overview Console	Yes
Fulfillment provider	Work Order Master (optional) See alsoChange Management user roles and permissions and Incident management user roles and permissions.	Work Order Console Overview Console	Yes
Work order manager	Work Order Master or Work Order User A Work Order Master can search, modify, and submit work orders in any support group, without being a part of the group. The Work Order User can search and submit work orders for any support group, but can modify work orders within the user's support group. A high-level manager might be assigned Work Order Master permissions, while managers of individual support groups might be assigned Work Order User permissions. With the Work Order Manager functional role, the work order managers can be designated as the manager or assignee for work orders. Use the Request Manager field or Request Assignee field in the Work Order form to assign the roles.	Work Order Console Overview Console	Yes
Work order assignee	Work Order User (submit and search for all work orders; modify work orders within the user's own support group) or Work Order Master (not recommended) Asset Viewer permission is required and is automatically granted with the Work Order User and Work Order Master permissions. However, in a mixed-version stack environment, the Asset Viewer permission is not automatically granted with Work Order User permission. Therefore, you must explicitly grant the Asset Viewer permission along with the Work Order User permission. Give work order assignees the Work Order Assignee functional role so that they can be designated as the assignee for work orders. Assignment is made from the Request Assignee field in the Work Order form.	Work Order Console Overview Console	Yes
Work order viewer	Work Order Viewer (view and search for work orders; submit work log entries; cannot modify work orders)	Work Order Console Overview Console	Yes
Work order submitter	Work Order Submitter (submit, modify, and search for work orders assigned to self)	Work Order Console Overview Console	Yes

User access to application consoles and functions

The following table shows the consoles and functions that various users and roles can use within Service Request Management:

		Types of service request users		BMC Service Request Management roles
		Unknown user	Registered user (in the People form)	Service request user	Business manager	Entitlement administrator	Request Catalog manager	SRM administrator	Business analyst
Consoles	Request Entry console	See How users access the Request Entry console	Yes	Yes	Yes	Yes	Yes	Yes	Yes
	Business Manager Console	No	No	No	No	No	No	No	No
	Service Request Coordinator Console	No	No	Yes	No	No	No	No	No
	Service Catalog Manager Console	No	No	No	No	No	Yes	No	No
	Service Request Designer	No	No	No	No	No	Yes	No	Yes
	Application Administration Console	No	No	No	No	Yes¹	No	Yes	No
	Import Export Console	No	No	No	No	No	Yes	No	No
Functions	Create, modify, close, reopen, or cancel service requests. View broadcasts and access surveys.	See How users access the Request Entry console	Yes	Yes	Yes	Yes	Yes	Yes	Yes
	Create, modify, or cancel service requests for others.	No	No	Yes	Yes	No	No	No	No
	Approve service requests.	No	Yes	Yes	Yes	Yes	Yes	Yes	Yes
	Define entitlement rules.	No	No	No	No	Yes	Yes²	Yes	No
	Create reports.	No	No	Yes	Yes	No	Yes	No	No
	Access application administration and configuration.	No	No	No	No	No	No	Yes	No
	Create and modify AOTs.	No	No	No	No	No	Yes	No	No
	Create and modify PDTs.	No	No	No	No	No	Yes	No	No
	Create and modify SRDs using the Service Request Definition form.	No	No	No	No	No	Yes	No	No
	Create SRDs using the Service Request Designer.	No	No	No	No	No	Yes	No	Yes
	Perform system-level troubleshooting.	No	No	Yes	No	No	No	Yes	No

^{1 Access to entitlement configuration only}
^{2 Create or modify entitlement rules through the Entitlement tab on the Service Request Definition form}

Functional roles

You can assign the functional roles only to support staff members. If a work order is assigned to a support group, but not to an individual assignee, all members of the support group are notified that the work order is awaiting assignment. Every support group member receives the notification, even if some of them do not have the necessary permissions and functional role to access the work order and accept assignment.

Best practice
We recommend that you use automatic assignment to make sure work orders are routed correctly. For manual assignment, make sure that at least one member of a support group has the necessary permissions and functional role for assignment.

The following table describes the functional roles defined in the application:

Functional role	Purpose
Request Approver	Identifies support people in Support groups as service request approvers. If a support group has been defined to approve service requests, this role must be granted to at least one individual in the group to approve service requests.
SRD Approver	Identifies support people in support groups as Service Request Definition (SRD) approvers. If a support group has been defined to approve SRDs, this role must be granted to at least one individual in the group to approve SRDs.
Work Order Assignee	For users with Work Order User permissions, grants full access to work orders that are assigned to the user's support group. You can assign the Work Order User (most typical) or Work Order Master permission to this role. If their support group is selected, users with this functional role are listed in the Request Assignee menu in the Work Order form, so they can be manually assigned to a work order.
Work Order Manager	For users with Work Order User permissions, grants full access to work orders that are assigned to the user's support group. You can assign the Work Order Master or Work Order User permission to this role. If their support group is selected, users with this functional role are listed in the Request Manager and Request Assignee menus in the Work Order form, so they can be manually assigned as the manager or assignee for a work order.

Any user with a People record and a Read license can use the Request Entry console to submit requests for themselves and on behalf of other users.

You can also configure AR System to allow guest users. However, in multi-tenancy mode, guest users must have a People record to access the Request Entry console.

In single-tenancy mode, guest users can access the Request Entry console without a People record, if the Service Request Management application is also configured to allow unknown users.

Service Request Management permissions

The permissions listed in the following table are for administering the Service Request Management application and managing requests and work orders:

Important

Add licenses only for the features and number of users that correspond to your license entitlements. Your subscription or purchase determine your license entitlements.

Permission	Description	Application user license type
Business Analyst	Users with Business Analyst permissions can perform the following actions: Create Service Requests Definitions (SRD) by using the Service Request Designer View and update SRDs created by themselves (the user cannot view SRDs with a status of Cancelled or Expired) This permission is intended for users performing the role of a Business Analyst (that is, a liaison between the IT customers and IT support).	None
Business Manager	Users with Business Manager permissions can manage the following service requests by using the Business Manager console: View requests Add additional information to a request Cancel requests Review the approval cycle of requests Run reports This permission is intended for users performing the role of a Business Manager responsible for managing user requests. Their activities and responsibilities include monitoring the current number of open and late requests, approving requests, running request reports, and examining request trends.	None
Entitlement Administrator	Users with Entitlement Administrator permissions can perform the following actions: Configure Entitlement rules for SRDs Configure Entitlement groups This permission is intended for users requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to users performing the role of an Application Administrator.	None
Request Catalog Manager	Users with Request Catalog Manager permissions can perform the following actions: Create Service Requests Definitions (SRD) by using the Service Request Designer View and update SRDs by using the Service Request Designer Manage (create, update, and delete) SRDs and Process Definition Templates (PDTs) by using the Service Catalog Manager console Users with these permissions have access to the Service Requests Definition and Process Definition forms accessible from the console. They can import and export SRDs and PDTs by using the Import Export console. This permission is intended for users performing the role of a Service Catalog Manager responsible for defining SRDs and PDTs (the fulfillment process definitions within the service catalog). Service Catalog Managers work closely with business relationship managers (liaisons between the business and IT) to build and implement the requests from the business.	None
Service Request User	Users with Service Request User permissions can perform the following actions: Manage service requests by using the Service Request Coordinator console Review suggestions and troubleshoot requests This permission is intended for users performing the role of a Service Request Coordinator (or service request agent) responsible for planning and tracking the service request, as well as monitoring the current number of open and late service requests. Users with Service Request User permissions are not required to submit requests.	None
SRM Administrator	Users with SRM Administrator permissions can perform actions in the following components: SRM Configuration In Advanced settings, they can configure: General Application settings Advanced Interface data Service Request preferences Service Request definition settings Service Request HTML Surveys In Application Configuration, they can define: Application fields, Application Object Template, Application Target data, Questions Library In Approval settings, they can configure: Approval Chains Approval Mappings In Entitlement settings, they can configure: Entitlement rules for SRDs Entitlement groups on behalf of rules In Navigational Category settings, they can configure: Navigation categories In Request Entry Management settings, they can configure or manage: Default console preferences Service Request Definition images Service Request images Service Request Search Exclusion word list SRD Level Set up SRD levels BMC SLM Configure the default values for Service Target for SRDs. Work Order Configure Work Order rules Configure Work Order templates Foundation Approval Application Registration to allow parallel processes based on form name Configure Approval Process phases Register applications that will use Command Automation Interface (CAI) (advanced feature) Define commands, command parameters, and command parameter mappings for the CAI (advanced feature) This permission is intended for individuals, who require access to configure the above mentioned component functions. Typically, you grant these permissions to someone performing the role of an Application Administrator. The SRM Administrator permissions supersede the Entitlement Administrator permission. Users with these permissions do not need to be granted the Entitlement Administrator permission.	None
Work Order Config	Users with Work Order Config permissions can perform actions in the following two components: In SRM Configuration, Work Order settings, they can configure: Work Order rules Work Order templates In Task Management System, Assignment settings, they can configure: Assignment mappings Task Group templates Task templates Variable templates This permission is intended for individuals requiring access to configure the previously mentioned component functions. Typically, you grant these permissions to someone performing the role of an Application Administrator.	None
Work Order User	Users with Work Order User permissions can create, manage, and fulfill Work Orders that are assigned to their support group from the Work Order console . Important: To receive a work order assignment: Managers must have the functional role of Work Order Manager. Assignees must have the functional role of Work Order Assignee. Asset Viewer permission is required, and is automatically granted with the Work Order User permission, in a single-version stack environment. In a mixed-version stack environment, the Asset Viewer permission is not automatically granted with Work Order User permission. In this type of environment, you must explicitly grant the Asset Viewer permission along with the Work Order User permission.	None
Work Order Master	Users with Work Order Master permissions can submit, modify, and search for all work orders within their company. For this, they must belong to the related company or support group. They must also have access to the Product Catalog console. Limit the use of these permissions to individuals who manage and work with the Work Order fulfillment process.	None
Work Order Viewer	Users with Work Order Viewer permissions can perform the following functions: View and search for work orders Submit work log entries	None
Work Order Submitter	Users with Work Order Submitter permissions can submit, modify, and search for work orders assigned to themselves.	None

Work order permissions

You must have the permissions described in the following table to view, create, or modify a task related to work order. You can open the task either from the parent request or from your IT home page. Depending upon the permissions given to you by your administrator, you can perform these operations on a task:

User roles and permissions	Operations on the task
User roles and permissions	View	Create	Update
Work order request manager, work order request assignee, or a member of the work order manager or work order assignee support group with either of the following permissions: Work Order Master Work Order User	Yes	Yes	Yes
Work order user with Work Order Viewer permission.	Yes	No	No
Work order user with Work Order Submitter permission.	Yes	Yes	Yes

Service Request Management user roles and permissions

User access to application consoles and functions

Functional roles

Service Request Management permissions

Work order permissions

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