User roles and available interfaces in BMC Helix multitenant environment
In this topic, learn about various user roles in a BMC Helix multitenant environment and the BMC Helix interfaces that the MSP tenants can interact with.
User roles in BMC Helix multitenant environment
User role | Description |
|---|---|
Customer | An external company for which an MSP provides services. |
Customer Agents | Any user who belongs to the customer company and performs one or more of the following jobs:
|
Customer Administrator | A user who belongs to the customer company and configures Foundation data. |
MSP Agent | A user who works for a customer company and manages their tickets. |
MSP Administrator | An administrator who manages configurations across multiple customers. |
SaaS Administrator | A user with full rights to create, activate, delete, or temporarily deactivate other SaaS administrators, tenant administrators, and tenants. This generally refers to the BMC SaaS Operations Team. |
Interfaces available for MSP tenants
Your customers, tenants of the MSP, can interact with the BMC Helix interfaces, as shown in the following graphic.
The following table provides a brief overview of various BMC Helix interfaces:
Application | Description | Reference |
BMC Helix ITSM | With the BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage your organization's IT Service Management requests and functions. | |
Mid Tier | The Mid Tier contains components and add-in services that run on a web server, so users can view applications on the web. Mid Tier translates client requests, interprets responses from the server, and handles web service requests. | |
Progressive Web Application (PWA) | PWA provides a modern, mobile-friendly interface similar to BMC Helix ITSM: Smart IT but is also customizable and extensible like Mid Tier. A Progressive Web Application can work with multiple types of clients—browser, Android, and iOS devices. PWAs are designed in such a way that the same view is used for browser and mobile clients, and it is responsive and is rendered according to the clients in which it is displayed. | |
BMC Helix Digital Workplace | BMC Helix Digital Workplace provides end users access to services, knowledge, and policies across lines of business such as IT, HR, Facilities, and more. End users can find what they need by using their preferred device anywhere, anytime. BMC Helix Digital Workplace provides administrators with straightforward, highly configurable ways to present the capabilities that end users need to be successful. They can easily customize the experience via bundles, banners, virtual marketplaces, and more. | |
BMC Helix Dashboards | BMC Helix Dashboards is a SaaS service that offers unified reporting and a consolidated view of data from applications across your environment. You can easily create, export, and share interactive dashboards with users within or outside your environment. | |
BMC Helix ITSM Insights | BMC Helix ITSM Insights is a module of BMC Helix that delivers value by providing AI Service Management capabilities to use with your BMC Helix ITSM instances. BMC Helix ITSM Insights uses NLP (Natural Language Processing) and AI clustering algorithms to deliver use cases, such as proactive problem management and real-time incident correlation. | |
BMC Helix Business Workflows | BMC Helix Business Workflows is a cloud-native case management application for all lines of business. It provides services to employees in a scalable, managed, and automated way. Built on BMC Helix Innovation Suite, it provides the ability to create automated workflows without writing code and tailor the user interface to meet the organization's needs. |
Recommended Reading
We recommend that you familiarize yourself with the following topics before starting any configurations.
Action | Reference |
Understand Row-level Security | |
Learn about the hierarchical groups | |
Learn how access to tickets and resources works in BMC Helix ITSM | |
Learn how access control works for ticket data | |
Learn how to limit access to requests on a per-group or per-user basis | |
Learn how to set up multitenancy | |
Learn how to control data access between companies | |
Learn about company overview and types | |
Grant people access to companies | |
Load Foundation data | |
Configure authentication in BMC Helix Single Sign-On | |
Add and configure realms | |
Learn about lifecycle requests | |
Learn about data privacy in BMC Helix |