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

Problem Management permissions

Ensure that you have the permissions described in the following table to view, create, or modify a problem investigation. Depending upon the permissions given to you by your administrator, you can perform these operations on a problem investigation.

Related topic

Adding a support staff person


Permissions

Description

Application user license type

Problem Master

Users with Problem Master permission can perform the following functions:

  • Create problem investigation, known error and solution database records.
  • Modify all problem investigation, known error and solution database records independently of any functional roles or support group affiliations.
  • Configure:
    • Cost Category information
    • Cost Center information
    • Cost Rate templates
    • Financial rules
    • Chargeback periods
    • Access the Product Catalog console

Chargeback is a function of the costing sub-system and is given automatically with the other costing features.

Use of the Master permissions group should be limited to key personnel who either own a process or require full control of all Problem Management records.

Best practice
We recommend that you limit the use of these permissions to individuals who play the role of Problem Coordinator and who require full access to all Problem Investigation, Known Error and Solution Database records.

Users with these permissions must also belong to a Support Group to open the Problem forms.

Fixed or Floating

Problem User

Users with Problem User permission can perform the following functions:

  • Create:
    • Problem investigations
    • Known error records
    • Solution database records
  • Modify (based on functional roles and support group affiliations):
    • Problem investigations
    • Known error records

      A user with these permissions and no Problem Management Functional Roles can modify only Problem Investigations and Known Errors where they belong to the Assigned Group.

      A user with these permissions and Problem Coordinator Functional Role can modify only Problem Investigations and Known Errors where they belong to the Problem Coordinator Group)
  • Modify (based on support group affiliations):
    • Solution database records
  • Access:
    • Product Catalog console

Best practice
We recommend that you grant these permissions to individuals performing the role of a Problem Coordinator within the Problem Management process.

You should also grant these permissions to users that play any of the following roles:

  • Group Coordinator or a Specialist within the Incident and Problem Management processes
  • Change Coordinator
  • Release Coordinator
  • Availability Manager
  • Capacity Manager

These permissions give those users the ability to create and modify Problems and Known Errors.

Users with these permissions must also belong to a Support Group to open the Problem forms.

Fixed or Floating

Problem Submitter

Users with Problem Submitter permissions can create and query all:

  • Problem investigations
  • Known errors
  • Solution database records

They cannot modify problem investigations, known errors, and solution database records.

Best practice
We recommend that you grant these permissions to individuals who must submit and view Problem Investigations, Known Errors and Solution Database records. Typically, you give these permissions to any of the roles mentioned in the preceding list of Problem User permissions (User-type permissions are required when the user needs modification access).

Users with these permissions must also belong to a Support Group to open the Problem forms.

None

Problem Viewer

Users with Problem Viewer permissions can:

  • Query Problem investigations
  • Query Known errors
  • Query Solution database records 
  • Add Work Info records
  • Update Work Info records

Users with Problem Viewer permissions cannot:

  • Submit problem investigations 
  • Modify problem investigations
  • Submit known error records
  • Modify known error records
  • Submit solution database records
  • Modify solution database records

Best practice
We recommend that you grant these permissions to individuals who need only read access to view Problem Investigations, Known Error and Solution Database records. Typically, these permissions are given to most BMC Remedy ITSM applications users (that is, users who do not already have the 'Master', 'User,' or 'Submitter' permission) so they can access information in the Problem Management records. 

Users with these permissions must also belong to a support group to open the Problem forms.

None

Problem Config

Users with Problem Config permissions can perform functions that span the following components:

  • Problem Management, configure:
    • Problem Impact values
    • Problem Urgency values
    • Problem Priority weight ranges
    • Problem Prioritization
    • Problem rules (general field enforcement and assignment rules)
  • Foundation, for KPIs, configure:
    • Flashboard parameters
    • KPI titles (can also register KPI titles, this is an advanced option)
  • Incident Management:
    • Configure decision trees
      (This configuration option is available to a Problem applications administrator, because you can create decision trees to relate Incidents directly to Known Error and Solution Database records.)

Best practice
We recommend that you grant these permissions to individuals who configure the component functions in the preceding list. You typically give these permissions to someone fulfilling the role of an Application Administrator.

Fixed or Floating


 

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