Access control for ticket data

A user is an individual to whom you give permission to access the AR System and BMC Helix ITSM applications. Users can be members of multiple groups or no group at all. Users in BMC Helix ITSM range from an administrator who maintains the entire system, to employees who submit requests or view data. You can manage users inAR System by using the User form and in BMC Helix ITSM by using the CTM:People form.

User and group access overview in the AR System documentation

Roles-and-permissions

User and group access overview

in the AR System documentation

Access control overview

in the AR System documentation

Every field on a form has access control. You can set field level permissions when you define the field properties in Developer Studio. Each field can have a list of groups that can access the field and the data entered into it.

Access control overview in the AR System documentation

You can assign user permissions to control how people access and interact with BMC Helix ITSM. You must assign user permissions on the People form. There are different aspects to the user permissions, which together make up the permission model, which consists of Permission groups and Support groups.

For BMC Helix ITSM applications, access permissions are based on roles. Like groups, roles have permissions to access forms, fields, ticket data, and so on. However, unlike groups, roles are defined for an application and are then associated with groups on the server where the application is deployed.

You can assign users to groups, and then associate the groups with roles.

Permission groups are used to grant access to users for applications, modules, and sub-components in BMC Helix ITSM.

Support groups play an important role in the BMC Helix ITSM permission model by controlling access to data. A user can modify only those records that are assigned to the support groups that the user is a member of.

For example, if a user is assigned the role of a service desk analyst and is a member of the Hardware support group, then the user can modify only incident requests that are assigned to the Hardware support group. The user can view other incident requests, but cannot modify them.

• Creating support groups
• Configuring support groups
• Updating-people-information

Each ticket or a record is referred to as a row in BMC Helix ITSM. The ticket data access is granted to individuals (for example, submitter, on behalf of, and assignee) and support groups that are associated with a ticket. The Row-level security feature restricts the ticket data access to only those users who require it. 

In a multitenant environment, the ticket data is accessible to users based on the following options:

• Unrestricted—Users with the BMC Helix ITSM Unrestricted Access role have access to all ticket data.
• Row-level—In the Applications Permissions Model setting, you can choose to provide the ticket data access at the support group level or support group and company level.

Since the people information is stored on the CTM:People form, you must configure people records by opening the CTM:People form from the Application Administration Console.

The information that you add or modify in the People form is automatically updated in the AR System User form, but the information updated in the User form is not updated in the People form.

Visibility groups

(Knowledge Management)

BMC Helix ITSM: Knowledge Management uses visibility groups to restrict access to knowledge base content. You can specify the audience for your article by assigning one or more visibility groups to the article.

You can create visibility groups for a specific company or for the Global company. A knowledge article is visible to users according to this configuration.

How knowledge articles are found

in theKnowledge Management documentation

Sync BMC Helix ITSM users with BMC Helix Portal

For the users to use their existing credentials to authenticate in to BMC Helix Portal, the BMC SaaS Operations team needs to perform some configurations to sync the BMC Helix ITSM users into BMC Helix Portal. For more information, contact BMC Customer Support.

User identities in BMC Helix Portal

Assignment menus display support groups relevant to the location and contact companies mentioned on a ticket.

The ability to configure the support groups associated with a company enables secured manual assignment of support groups while creating or modifying a ticket.

For more information, see Assign or reassign requests by using the Assignment component.