Adding support staff

You can create people records with standard settings for support staff from the Standard Configuration tab of the Application Administration Console. However, if you are using templates or want to perform custom configuration, complete the People form from the Custom Configuration tab.

To define a user as IT staff in BMC IT Business Management Suite, you must set up that user as support staff in BMC Remedy AR System. In BMC Remedy AR System, if you define a person as support staff, you must add the person to a support group. For more information about creating support groups, see the BMC Remedy IT Service Management Administration Guide.

To use a change template to initiate changes or link to changes from BMC IT Business Management Suite, you must belong to a support group. The support group affiliations work in conjunction with permission groups. For example, users with Infrastructure Change User permission can create or edit changes only for support groups to which they belong.

To add support staff

1. On the Standard Configuration tab of the Application Administration Console, select the company.
   
   The company can be a top-level company or an organizational unit in that top-level company's organizational hierarchy.
2. Click the Create link next to People.
3. Complete the People form as described in Adding nonsupport staff except for Support Staff, select Yes.
   
   When you set Support Staff to Yes, the Support Groups tab appears. You must complete the Login/Access Details tab and the Support Groups tab.
   
   The following figure shows the People form completed for a support staff member.
   
   
   
   
4. To give the person the appropriate BMC IT Business Management Suite application permissions in the Application Permissions area on the Login/Access Details tab, click Update Permissions Groups.
   1. In the Permission Group field on the Permission Group dialog box, select ITBM and then select an ITBM permission group to add.
   2. Click Add/Modify.
   3. Repeat substeps a and b to add additional permission groups, if required.
   4. When you finish adding permission groups, click Close.
5. To restrict access to specific companies:
   1. In the Access Restrictions area, click Update Access Restrictions.

   2. In the Access Restriction field of the Access Restrictions dialog box, select a company to which you want the person to have access.
      
      The company name can represent either the top-level company or an organizational unit. 

      Warning

      Note

      The Access Restriction list displays all companies defined in BMC Remedy AR System. To ensure valid setup for a person, the company that you select in this field must belong to the correct top-level company.

   3. Click Add/Modify.
   4. If you want the person to have access to multiple companies, repeat substeps b and c.
   5. Click Close.
      
      The Unrestricted Access field is not used in BMC IT Business Management Suite. It is required in other BMC applications.
      For more information about how data access restrictions are used within BMC IT Business Management Suite, see Data access restrictions.

6. Relate the person to at least one support group. 

   Warning

   Note

   This relationship is required to identify a person as a support staff member, even though the support groups are not used in BMC IT Business Management Suite.

   1. Click the Support Groups tab.
   2. In the Support Groups sub-tab (selected by default), click Update Support Groups and Roles.
      
      The Update Support Group Memberships and Roles form appears, as shown in the following figure:
      
      
      
      
   3. In the Add Support Group Relationship area, select Company, Support Organization, Support Group, and Relationship Role (the relationship roles are informational only).

   4. Click Add. 

      Success

      Tip

      To change the relationship role, select the relationship from the Current Support Group Relationship(s) list and click Make Associate Member or Make Member.

   5. If the person belongs to multiple support groups, select the primary support group record from the Current Support Group Relationship(s) list and click Set to Default.
   6. To make the person unavailable for assigning to support specific groups, select each related support group from Current Support Group Relationship(s) and click Mark Unavailable.
7. In the People form, click Add.
8. Confirm this person's password.
9. To add more support staff records, repeat steps 3 through 8.
10. When you are finished adding support group memberships and roles, click Close.