User Personas/ Roles

Managing User Permissions and Roles

The application administrator can manage user permissions and roles in foundation by associating the following pre-configured roles available in HCL BigFix Service Management.

Key types of companies in HCL BigFix Service Management –
  • Service Consumer: A company that accesses services within BigFix Service Management, with its end-users belonging to the organization.
  • Service Provider / Service Supporter: A company that offers and manages service offerings within BigFix Service Management, while also providing support and assistance to service consumers. A service provider / supporter company needs to be associated with a consumer company in BigFix Service Management.
Key user roles and their actions in HCL BigFix Service Management
  • Service Consumer
    • Access the right services and knowledge
    • Report an issue
    • Request something
    • View status / updates
    • View broadcasts
    • Change language preference
    • Use mobile app
    • Provide survey response / feedback
    • Set user preferences such as time zone and date format, etc.
    • Manage profile information
  • Approver
    • Approve service requests
    • Approve changes
    • Review a knowledge article
    • Add ad-hoc approvers
    • Delegate approvals
  • Fulfilment Viewer
    • View the fulfilment work item board
    • View fulfilment records (service requests) of self and associated companies
  • Fulfilment User
    • View the fulfilment work item board (assigned to self / self-groups)
    • Edit a fulfilment item
    • Reassign fulfilment items to other support groups which have assignment rules created
    • Manage the ticket lifecycle for fulfilment assigned to the individual or their support groups
    • Create fulfilment tasks
    • Relate work items / CIs to fulfilment items
    • Update comments / attachments / notify
    • Fulfilment Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Fulfilment Manager
    • View the fulfilment work item board
    • Edit a fulfilment item
    • Reassign fulfilment items to any support group for self-company / associated companies
    • Manage the ticket lifecycle for fulfilment assigned to the individual or their support groups
    • Create fulfilment tasks
    • Relate work items / CIs to fulfilment items
    • Update comments/ attachments/ notify
    • Fulfilment Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Incident Viewer
    • View the incident work item board
    • View incident records of self and associated companies
  • Incident User
    • View the incident work item board (assigned to self / self-groups)
    • Create an incident
    • Edit an incident
    • Reassign incident to other support groups which have assignment rules created
    • Manage the ticket lifecycle for incidents assigned to the individual or their support groups
    • Propose an incident as critical
    • Create incident tasks
    • Relate work items / CIs to incidents
    • Update comments / attachments / notify
    • Incident Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Incident Manager
    • View the incident work item board
    • Create an incident
    • Edit an incident
    • Reassign incidents to any support group for self-company / associated companies
    • Manage the ticket lifecycle for incidents assigned to the individual or their support groups
    • Propose an incident as critical
    • Create incident tasks
    • Relate work items / CIs to incidents
    • Update comments / attachments / notify
    • Create/Update Escalation Plan
    • Incident Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Critical Incident Manager
    • View the incident work item board
    • Create an incident
    • Edit an incident
    • Reassign incidents to any support group for self-company / associated companies
    • Manage the ticket lifecycle for incidents assigned to the individual or their support groups
    • Propose an incident as critical
    • Accept an incident as critical
    • Update incident urgency
    • Create incident tasks
    • Relate work items / CIs to incidents
    • Update comments / attachments / notify
    • Incident Report / Dashboard (upon configuration)
    • Roster – Calendar View
  • Problem Viewer
    • View the problem work item board
    • View problem records of self and associated companies
  • Problem User
    • View the problem work item board (assigned to self / self-groups)
    • Create a problem
    • Edit a problem
    • Reassign problems to any other support groups
    • Manage the ticket lifecycle for problems assigned to the individual or their support groups
    • Propose a change from within the problem
    • Create problem tasks
    • Relate work items / CIs to problems
    • Update comments / attachments / notify
    • Problem Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Problem Manager
    • View the problem work item board
    • Create a problem
    • Edit a problem
    • Reassign problems to any support group for self-company / associated companies
    • Manage the ticket lifecycle for problems assigned to the individual or their support groups
    • Propose a change from within the problem
    • Create problem tasks
    • Relate work items / CIs to problems
    • Update comments / attachments / notify
    • Problem Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Problem Investigator
    • View the problem work item board (assigned to self / self-groups)
    • Specify root cause for problems where individual is a part of problem investigation team
    • Record findings for problems where individual is a part of problem investigation team
    • Create problem tasks
    • Relate work items / CIs to problems
    • Update comments / attachments / notify
    • Problem Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Change Viewer
    • View the change work item board
    • View change records of self and associated companies
  • Change User
    • View the change work item board (assigned to self / self-groups)
    • Create a change
    • Edit a change and submit for review
    • Replan / cancel a change
    • Reassign changes to other support groups
    • Perform change post implementation review
    • Create change tasks (other than implementation tasks)
    • Relate work items / CIs to changes
    • Update comments / attachments / notify
    • Change Report
    • Change Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Change Manager
    • View the change work item board
    • Create a change
    • Edit a change and submit for review
    • Replan / cancel a change
    • Reassign changes to other support groups / change management groups
    • Perform change post implementation review
    • Create change tasks (other than implementation tasks)
    • Relate work items / CIs to changes
    • Update comments / attachments / notify
    • Change Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Implementation User
    • View the change work item board (assigned to self / self-groups)
    • Create a change
    • Edit a change and submit for review
    • Replan a change (until under implementation status)
    • Cancel a change
    • Start and end change implementation
    • Reassign changes to other support groups
    • Create change tasks (including implementation tasks)
    • Relate work items / CIs to changes
    • Update comments / attachments / notify
    • Change Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Implementation Manager
    • View the change work item board
    • Create a change
    • Edit a change and submit for review
    • Replan a change (until under implementation status)
    • Cancel a change
    • Start and end change implementation
    • Reassign changes to other support groups for self-company / associated companies
    • Create change tasks (including implementation tasks)
    • Relate work items / CIs to changes
    • Update comments / attachments / notify
    • Change Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Task Viewer
    • View the task work item board (assigned to self / self-groups)
    • View incident, problem, change and fulfilment task records of assigned to self or self-groups
  • Task Admin
    • Can create Task Plan for self-company / associated companies.
  • Interaction Viewer
    • View the interaction work item board
    • View interaction records of self and associated companies
  • Interaction User
    • View the interaction work item board (assigned to self / self-groups)
    • Create an interaction
    • Edit an interaction
    • Reassign interaction to other support groups
    • Manage the ticket lifecycle for interactions assigned to the individual or their support groups
    • Create incident / request from within an interaction
    • Relate existing incidents / requests to interactions
    • Update comments / attachments
  • Interaction Manager
    • View the interaction work item board
    • Create an interaction
    • Edit an interaction
    • Reassign interaction to other support groups
    • Manage the ticket lifecycle for interactions assigned to the individual or their support groups
    • Create incident / request from within an interaction
    • Relate existing incidents / requests to interactions
    • Update comments / attachments
  • Service Desk User
    • Can view the overall work item board across all processes
    • Access service desk
    • Create any work item
    • Edit any work item
    • Submit a change for review
    • Replan / cancel a change
    • Reassign tickets to support groups of self-company / associated companies
    • Manage the ticket lifecycle for tickets assigned to the individual or their support groups
    • Propose an incident as critical
    • Update incident urgency
    • Propose a change from within a problem
    • Create any tasks (other than change implementation tasks)
    • Relate work items / CIs to any other work items
    • Update comments / attachments / notify
    • Incident and Fulfillment Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Knowledge Author
    • View and create knowledge articles
    • Edit self-authored knowledge articles in Draft state
    • Share knowledge articles
    • Search for knowledge articles
    • Update the expiry date of knowledge articles
    • Move an article to outdated status
    • Update / change the author of a knowledge article
    • Submit an article for review
    • Move an article from Outdated to Closed state
  • Knowledge Manager
    • Create a knowledge base
    • View and create knowledge articles
    • Edit self-authored knowledge articles in Draft state
    • Share knowledge articles
    • Search for knowledge articles
    • Update the expiry date of knowledge articles
    • Move an article to outdated status
    • Update / change the author of a knowledge article
    • Submit an article for review
    • Instantly publish a knowledge article
    • Move an article from Outdated to Closed state
  • Config Viewer
    • View the asset/CI board
    • View asset/CI records of self and associated companies
    • View asset/CI relationships
    • CMDB Dashboard
  • Asset Manager
    • View the asset/CI board
    • View / create / update asset records of self and associated companies
    • View / create / update asset relationships
    • Manage the entire asset lifecycle from procurement to maintenance and disposal
    • Define asset classes
    • Scan assets
    • Relate assets to other assets / work items
    • Update comments / attachments / notify
    • Create CI Category
    • Create/Update CI resolution Category and Subcategory for self and associated companies
    • CMDB Report/Dashboard (upon configuration)
    • Roster - Calendar View
  • Config Manager
    • View the asset/CI board
    • View / create / update asset/CI records of self and associated companies
    • View / create / update asset/CI relationships
    • Manage the entire CI lifecycle from deployment to decommissioning
    • Define asset/CI classes
    • Scan asset/CI
    • Relate CIs to other CIs / work items
    • Update comments / attachments / notify
    • CMDB Report/Dashboard (upon configuration)
    • Roster - Calendar View
  • Reconciliation User
    • Import and validate records for reconciliation
    • Normalize records
    • Identify duplicate records
    • Create golden dataset
    • Map with product library
    • Configure reconciliation rules
    • Configure scheduled jobs for automated reconciliation
    • Configure and manage resource units
  • Contract Manager
    • Create new contracts
    • Access existing contracts
    • Manage contract lifecycle
    • Link contracts to assets
    • Link contracts to service level definitions
    • Access asset / config records in Asset/Config Board
  • Meeting Viewer
    • View the appointment work item board (assigned to self / self-groups)
    • View the appointment calendar view
    • View appointment/meeting details
  • Meeting User
    • View the appointment work item board (assigned to self / self-groups)
    • View the appointment calendar view
    • View appointment/meeting details
    • View / create / update appointment/meeting details (self / group is owner/coordinator)
    • View / create / update decisions and action items (self/group is assignee)
    • View / modify meeting attendance (self / group is owner/coordinator)
    • View / modify meeting recording links (self / group is owner/coordinator)
    • View / modify supplier scorecard (excluding consolidated view)
  • Meeting Manager
    • View the appointment work item board
    • View the appointment calendar view
    • View / create / update appointment/meeting details
    • View / create / update decisions and action items
    • View / modify meeting attendance
    • View / modify meeting recording links
    • View / modify supplier scorecard (excluding consolidated view)
  • SIAM Lead
    • View the appointment work item board
    • View the appointment calendar view
    • View / create / update appointment/meeting details
    • View / create / update decisions and action items
    • View / modify meeting attendance
    • View / modify meeting recording links
    • View / modify supplier scorecard (including consolidated view)
  • SLA User
    • View / create / edit service level definitions of self-company
    • View / create / edit work schedules of self-company
    • View / create / edit holiday schedules of self-company
    • SLA Measurement Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • SLA Manager
    • View the SLA Board
    • View / create / edit service level definitions of self-company / associated companies
    • View / create / edit work schedules of self-company / associated companies
    • View / create / edit holiday schedules of self-company
    • SLA Measurement Report / Dashboard (upon configuration)
    • Roster - Calendar View
  • Walk-up User
    • View / update walkup records created by users
    • Manage the ticket lifecycle for walkup tickets
  • Report User
    • View reports / dashboards of self-company / associated companies
    • Apply filters to reports / dashboards
    • Export reports / dashboards
  • Reports Manager
    • View / configure reports / dashboards of self-company / associated companies
    • Apply filters to reports / dashboards
    • Export reports / dashboards
  • Reports Administrator
    • View / configure reports / dashboards of self-company / associated companies
    • Add new reports / dashboards
    • Apply filters to reports / dashboards
    • Export reports / dashboards
  • Template User
    • Select and apply / utilize an existing template
  • Template Owner
    • Create a new template
  • Template Admin
    • View all the existing templates
    • Activate / deactivate any existing templates
  • AMS Administrator
    • View / create / update assignment rules for all work items
  • User Approval Manager
    • Approve / activate user profile requests post self-sign up
  • Catalog Manager
    • View service board
    • Create / update service offerings for self-company / associated consumer company
    • Manage the entire service offering lifecycle for self-company / associated consumer
    • Share service offerings with associated consumer companies
    • Add related service offerings
    • View / add / update service offering attributes
    • View / add / update service offering components
    • View / add / update service offering entitlements
    • View / add / update service offering pricing
    • View / add / update service offering ordering information
    • View / add / update service offering self-service actions
    • View / set service offering preferences
    • View / add / update service offering disclaimers
    • View / set service offering reminder notifications
    • Relate knowledge articles to service offerings
    • View Service Desk
    • Roster - Calendar View
  • Approval Admin
    • Create / edit approval sets for service offerings / CIs
  • Rule Admin
    • Access rules section from the application menu
    • Create a rule
    • Edit an existing rule
    • Activate / deactivate a rule
    • Create conditions within a rule
  • Roster Manager
    • Manage and publish the on-call schedule roster
    • View / create / update support schedules
    • View / create / update shift schedules
    • Add / edit / support users to shifts
  • Notification Admin
    • View the notification board
    • View / make a default email notification template active / inactive
    • View / create / edit / activate custom email notification templates
    • View / create / edit / activate notification templates for all supported languages
  • Survey Admin
    • Access survey configuration section from the application menu
    • View / create / edit survey settings / configuration against self / associated companies
    • Choose to apply surveys against company-specific service requests / incidents / both
    • Choose to apply surveys against offering-specific service requests / incidents / both
  • Broadcast Manager
    • View the brand management section
    • Add / edit / activate bulletins
    • Add / edit / activate advertisements
    • Add / edit / activate external links
    • View default user interface colour themes
  • Data Manager
    • Add / edit / modify / activate groups, group members, users and user role associations for self-company
  • Authorization Admin
    • Create and manage authorization rules for a company, i.e. define what users within or outside a company are allowed to access within the system, based on their roles and system attributes.
  • Administrator
    • Add / edit / modify / activate foundation data of a company (includes organizations, departments, cost centers, locations, groups, group member associations, users, user role associations, and governance forums, excludes company section
    • Access integration hub section and register / edit outbound connections to external systems
    • Configure a mailbox to drive email-to-ticket / survey-via-email features for a company
    • View / create / edit custom attributes across all processes
    • Access UI builder and tailor the user interface for a company (includes templates, interactive screens, system constants, connectors and localization).
      • Access data dictionary (list of tables / data sources and list of attributes)
      • View / create / update categories in category board (for service offerings, CIs and CI resolutions)
      • Access fine-grained access controls / administrative settings against a company (includes settings across approval, change, CMDB, foundation, fulfillment, incident, SLA, walk-up and work item board)
      • Access brand management (themes)
List View - Group

All created group records are visible in the List view section.

Creating a Record Group
  • Configuration of Groups - The form to ‘Create Group’ includes fields as listed below:
    • Name – A free text field to fill the unique name being given for a group
    • Company – A dropdown with the list of companies configured, amongst which selection can be made
    • Description – A free text field to detail the description of the group being created
    • Status – A dropdown with the values (Active / Inactive) respectively indicating whether a group is operational or not
  • A group once created, would get populated in the list view with visibility of the fields Group Code, Company Name (associated company), Name, Status with a search tab.
Editing a Record Group

  • A group record can be created against a specific company only when the company record already exists.
  • A group name needs to be unique in nature, else the record would not get created.
  • The edit group page will feature automatically populated, non-editable data pulled from the group record, including fields like Group Code, Name, and the associated Company of the group.
  • The other fields are also auto populated from the group record but editable and can be modified accordingly.
  • The ‘Save’ button can be used to update the modifications in a Group record.
  • The ‘Cancel’ button would navigate the admin out of the Edit Group page.
Deleting a Group Record

Few fields would be greyed out in the Edit page; the remaining can be edited appropriately.

Associating Members & Roles

  • Associating a Group - A group can be associated with group members and roles if the individual applicable user records exist
    • Navigation to associate members to a group is: Foundation -> Group -> Edit Group -> Associate Members -> Search the member name -> Add
    • Navigation to view associated members to a group is: Foundation -> Group -> Edit Group -> Group Details -> Associated Members
    • Navigation to associate roles to a Group is: Foundation -> Group -> Edit Group -> Associate Roles -> Select Role name from the dropdown -> Add
    • Navigation to view associated roles to a Group is: Foundation -> Group -> Edit Group -> Group Details -> Associated Roles