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This documentation supports the 20.02 version of Remedy Service Desk.To view an earlier version, select the version from the Product version menu.

Mapping Problem Management permission groups to BMC Service Management Process Model  roles

The following table lists the problem management roles that are defined in the BMC Service Management Process Model and the equivalent permissions that each role needs in Problem Management to complete the relevant procedural steps.

This section does not list all of the permission groups and functional roles defined in Problem Management, only those that are mapped to BMC Service Management Process Model roles.

Problem Management role mapping

BMC Service Management Process Model role name

Calbro user

Problem Management permission groups

Specialist

Ian Plyment

Incident User
Problem User
Task User
Infrastructure Change Viewer
Asset Viewer

Problem Coordinator or Problem Master

Bob Baxter

Problem User
Incident Viewer
Infrastructure Change Viewer
Asset Viewer
Functional Role: Problem Coordinator

 

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Remedy Service Desk 20.02