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This documentation supports the 22.1 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Mapping Incident Management roles to permission groups

In Incident Management, the Service Desk Analyst, Specialist, Group Coordinator, Operator, Operations Manager, and On-Duty Manager user roles are mapped to the following permission groups:

Related topics

Incident-management-user-roles-and-permissions


Role

Permission groups

Service Desk Analyst

  • Incident Master
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Specialist

  • Incident User
  • Problem User
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

Group
Coordinator

  • Incident User
    You can give a user Master permissions if full access to Incidents is required.
  • Problem User
    Give this individual Master permissions if they need full access to Problems, Known Errors or Solutions.
  • Infrastructure Change User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Operator

  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

Operations
Manager

  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

On-Duty
Manager

  • Incident User
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge User

 

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BMC Helix ITSM 22.1