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.
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Telco Extensions roles and permissions
To support Telco-specific workflows in BMC Helix Telco Extensions, the following functional roles of Telco Agent and Telco Config are available. Depending upon the permissions given to you by your administrator, you can perform the functions associated with each role.
- Telco Agent—BMC Helix Telco Extensions users with the telco agent role can perform operational tasks such as creating and updating alarms, managing source information and related parties, executing network impact analysis, and working with TMF621 APIs, and impact analysis summarization. To work with incidents and alarms, a telco agent must also have either the Incident Master or Alarm Submitter permission.
- Telco Config—BMC Helix Telco Extensions users with the telco config role can configure Telco-specific settings including alarm configurations, incident priority mappings, related party roles, impact weight mappings, service class configuration, automated incident rules, notification templates, and GPT-based impact analysis summarization.
To perform the following operations, additional permissions are required:- For automated rule configurations, the non-admin user must have both Telco Config and Incident Config permissions.
- For service class configurations, the non-admin user must have Telco Config and at least Asset Viewer permissions.
- A Telco Config user can copy notification templates across companies. However, deleting copied templates is restricted to admin users only.
For information about assigning the IS Persona, see To assign IS Persona.
<Go to alarm management permissions to review Telco agent>
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 and permissions
For more information, see Change Management roles and 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.
- Telco Agent—As a user with this IS Persona, you can perform all alarm-related functions available to Alarm Submitters, including creating and updating alarms via REST API and accessing the associated incident in the Incident Management module.
Scope of the incident and alarm management permissions
The following table lists the scope of the incident and alarm management permissions:
Tasks | Incident Master | Alarm Submitter | Incident User | Incident Config |
|---|---|---|---|---|
View incidents | ✅️ | ✅️ | ✅️ | ✅️ |
Create incidents | ✅️ | ✅️ | ✅️ | ✅️ |
Submit incidents | ✅️ | ✅️ | ✅️ | ✅️ |
Query incidents | ✅️ | ✅️ | ✅️ | ✅️ |
Modify incidents | ✅️ | ✅️ | ✅️ | ✅️ |
Create alarms by using REST API | ✅️ | ✅️ | ❌️ | ❌️ |
Add related parties to an incident | ✅️ | ✅️ | ❌️ | ❌️ |
Create source information for an incident | ✅️ | ✅️ | ❌️ | ❌️ |
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.