Roles and permissions

To access the incident management module in BMC Helix ITSM, you must have the Incident Master and Incident User permission. Along with these permissions, you might have to perform the functional role of Support Group Lead or Incident Manager. To create an alarm by using REST API, you must have the Alarm submitter or Incident Master permissions.

The work order permissions and functional roles that are supported in BMC Helix ITSM are derived from Mid Tier. On the CTM:People form in Mid Tier, the administrator can assign the permission and functional role to BMC Helix ITSM users.

Incident Management roles

To efficiently manage incidents, BMC Helix ITSM supports the functional roles of Support Group Lead and Incident Manager. 

• Incident Manager—BMC Helix ITSM users with Incident Manager role can work with incidents.
• Support Group Lead—BMC Helix ITSM users with Support Group Lead role can modify incidents that are closed and are owned by a Support Group of which the user is a member.

Incident Management permissions

Depending upon the permissions given to you by your administrator, you can perform the following operations on an incident.

• Incident Master—Incident Master supersedes Incident User, Incident Submitter and Incident Viewer permissions. As a BMC Helix ITSM user with Incident Master permission, you can work on Incidents independent of any functional roles or support group affiliations.
• Incident User—The Incident User permission supersedes Incident Submitter and Incident Viewer permissions. As a BMC Helix ITSM user with Incident User permission, you can work on tickets that are Assigned or Owned by a support group to which you belong.  
• Incident Submitter—As a user with Incident Submitter permission, you can only query and submit incidents that are Assigned or Owned by a support group to which you belong in Mid Tier. However, you cannot submit or view incidents in BMC Helix ITSM.
• Incident Viewer—As a user with Incident Viewer permission, you can only view tickets that are Assigned or Owned by a support group to which you belong in Mid Tier. However, you cannot view incidents in BMC Helix ITSM.
• Incident Config—As a Mid Tier user with Incident Config permission, you can access the configuration forms for Incident Management (including templates). You can also access all forms related to incident configurations including Impact, Urgency, Priority Matrices, Decision Trees, and Incident Management Settings.

Change Management roles

For more information, see Change Management roles in the BMC Helix ITSM: Change Management online documentation portal.

Change Management permissions

For more information, see Change Management permissions in the BMC Helix ITSM: Change Management online documentation portal.

Alarm Management permissions

To efficiently manage alarms, assign the following IS Persona to the user. For information about assigning the IS Persona, see To assign IS Persona.

• Alarm Submitter—As a user with this IS Persona, you can create and update an alarm by using REST API. You can also access the incident that is automatically created through this alarm in the Incident Management module in BMC Helix ITSM.
  

Scope of the incident and alarm management permissions

The following table lists the scope of the incident and alarm management permissions:

Service Level Management roles and permissions

For information about the Service Level Management roles and permissions, see 

Service Level Management roles and permissions

 in the BMC Service Level Management online documentation portal.

To assign IS Persona

IS Persona is the functional role that are used for applications that reside on BMC Helix Innovation Studio. These functional roles are created in BMC Helix Innovation Studio, but assigned to users from the People form in Mid Tier.

For information about assigning IS Persona, see Assigning IS Personas to People data Assigning IS Personas to People data.