This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Managing access to tickets and resources through support groups

In BMC Helix ITSM, functional role and permissions are not enough to access tickets and resources. Considering the fact that every user belongs to a company, and is part of one or more support groups, to resolve tickets, service desk agents sometimes might need access to other support groups of their own company or another company. Thus, access to tickets and resources depends on your access to the company, support groups, your functional role, and permissions. Your access to tickets also depends on the support group to whom the ticket is assigned, and how you are related to the ticket.

This topic describes how administrators can manage access to tickets and resources through support groups.

Related Topics

How access to tickets and resources works in BMC Helix ITSM

Access-control-for-ticket-data

Configuring support groups

Before you begin

  • Be familiar with How access to tickets and resources works in BMC Helix ITSM.
  • In BMC Helix ITSM, on the System Settings form, select whether the Applications Permissions Model is for Support Group or for Support Group and Company.
    If the access is based on Support Group and Company, set up the applicable companies.
  • Only users with Contact Administrator permissions can configure hierarchical groups.


To configure valid support groups

In BMC Helix ITSM, on the Support Group Configuration form, for the Multiple support groups to single company mode, the Global option has been added under the Support Company list. This is a configuration for support group assignment. The support group is available at the global company level.

  • The Global company is available for all users irrespective of the customer or location company.
  • Users must have permissions to access support groups that are configured under Global.
  • Users with unrestricted access can access all groups under Global.
Example

Business Zone is a IT company and has three companies—Company 1, Company 2, and Company 3. The three companies have their own support groups. Business Zone also has three support groups. They are:

  • BZCourier
  • BZSecurity
  • BZCafeteria

In BMC Helix ITSM, on the Support Group Configuration form, for the Multiple support groups to single company mode, Global option is selected under Support Company list, and the BZCourier, BZSecurity, and BZCafeteria support groups are added under Global company.

Service desk agents of Company 1, Company 2, and Company 3 are given access to support groups of Business Zone. Now, the service desk agents of Business Zone, Company 1, Company 2, and Company 3 can access the BZCourier, BZSecurity, and BZCafeteria support groups.


To organize a hierarchy of support groups

In BMC Helix ITSM, the hierarchy in which support groups are organized is based on the hierarchical group feature in AR System. It is a structure that enables you to organize groups, especially larger groups in a hierarchical order. Groups are organized in hierarchy, and user's access to ticket data depends on where they are placed in the hierarchy. In this structure, groups are organized in the parent and child hierarchy. Parent groups have larger access as compared to child groups. In this structure, groups are organized in the parent and child hierarchy. Parent groups have larger access as compared to child groups.

The important features of the parent and child hierarchical groups are:

  • Child groups can access their own tickets.
  • Parent groups can access their own tickets and the tickets of their respective child groups.
  • All permissions assigned to a child group are passed on to its parent group.
  1. In BMC Helix ITSM, select Application Administration Console > Foundation > Advanced Options > Hierarchical Group Configuration.
  2. Update the required information on the Hierarchical Group Configuration form.
    You can add or remove a parent group of a company or a support group by using this form.

 

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