Work info permissions
A user with access to a service request record can add a work info record to it. This ability means that users who do not have permissions to update fields on the main record can still add notes (for example, analysis, observations, or recommendations) using a work info record. Also, users with application master user permissions (for example, Change Master) can update or correct any work info record that is not locked. As with previous releases of BMC Helix ITSM, after a work info record is locked, nobody can edit it.
Users with application user permissions (for example, Incident User) can update their own work info records while the service request is still open. After the service request is closed, application users cannot edit the work info records associated with the request. This feature ensures that work info records cannot be tampered with after a request is closed.
The ability to add or edit Work info entries is controlled by a combination of user permissions and the status of the related request, as described in the following tables.
The information in Adding work info entries applies to the following application forms and consoles:
- BMC Helix ITSM: Change Management
- Consoles
- Infrastructure Change form
- BMC Helix ITSM: Service Desk: Incident Management console
- Help Desk form
- BMC Helix ITSM: Service Desk: Problem Management console
- Known Error form
- Problem Investigation form
- Solution Database form
- Release Management console
- Release form
- Activity form (Activity does not use permission groups. It inherits its behavior from the Release Management component.)
Adding Work info entries
The following table shows that all users, regardless of request status, can add work info entries providing they have permission to view the record.
User permission | Request status: open or closed? | Add Work info function: enabled or disabled? |
|---|---|---|
Any | Either | Enabled |
Editing Work info entries
The following table describes edit access to Work info records based on a combination of Work info record status (locked, not locked), user permission, and service request status.
Work info record status | User permission | Request status | Edit Work info function |
|---|---|---|---|
Locked | Any | Either open or closed | Disabled |
Not locked, user has Master permission | Change Master Incident Master Problem Master Release Master | Either open or closed | Enabled |
Not locked, user has permission to modify the service request | Change User Incident User Problem User Release User | Open | Enabled |
Closed | Disabled | ||
Not locked, user does not have permission to modify the service request | Change User Incident User Problem User Release User Change Viewer Incident Viewer Problem Viewer Release Viewer Change Submitter Incident Submitter Problem Submitter | Open (The Work info entry was created by the user currently viewing the record.) | Enabled |
Open (The Work info entry was not created by the user currently viewing the record.) | Disabled | ||
Closed | Disabled |