BMC Service Request Management 2.2.00 Administrator's Guide

Service Request Management 2.2.
00
Administrators Guide
June 2008
www.bmc.com
Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information
about the company, its products, corporate offices, special events, and career opportunities.
United States and Canada

Address
BMC SOFTWARE INC

2101 CITYWEST BLVD
HOUSTON TX 77042-2827
USA
Telephone
713 918 8800 or

800 841 2031
Fax
(01) 713 918 8000
Fax
713 918 8000
Outside United States and Canada

Telephone
(01) 713 918 8800
If you have comments or suggestions about this documentation, contact Information Design and Development by email at
doc_feedback@bmc.com.
Copyright 2006-2008 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent
and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and
logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the
property of their respective owners.
Linux is the registered trademark of Linus Torvalds.
IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc.,
under license from and with the permission of OGC.
ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the
U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC.
UNIX is the registered trademark of The Open Group in the US and other countries.
Oracle is a registered trademark of Oracle Corporation.
BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is
subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted
rights notices included in this documentation.
Restricted rights legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF
THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to
restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and
DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX
77042-2827, USA. Any contract notices should be sent to this address.
Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer
Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at
http://www.bmc.com/support_home. From this website, you can:
Read overviews about support services and programs that BMC Software offers.
Find the most current information about BMC Software products.
Search a database for problems similar to yours and possible solutions.
Order or download product documentation.
Report a problem or ask a question.
Subscribe to receive email notices when new product versions are released.
Find worldwide BMC Software support center locations and contact information, including email addresses, fax
numbers, and telephone numbers.
Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or
send an email message to customer_support@bmc.com. (In the Subject line, enter
SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact
your local support center for assistance.
Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:
Product information
Product name
Product version (release number)
License number and password (trial or permanent)
Operating system and environment information
Machine type
Operating system type, version, and service pack
System hardware configuration
Serial numbers
Related software (database, application, and communication) including type, version, and service pack or
maintenance level
Sequence of events leading to the problem
Commands and options that you used
Messages received (and the time and date that you received them)
Product error messages
Messages from the operating system, such as file system full
Messages from related software
License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following
methods:
E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,

such as SupID:12345.)
In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support
center for assistance.
Submit a new issue at http://www.bmc.com/support_home.
Contents
Preface
11
Type of SRM users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

New icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
SRM documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Chapter 1
Introducing SRM and the support roles
15
What is Service Request Management? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SRM benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Main components of SRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Request Management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SRM Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Business Relationship Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Catalog Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work Order Manager and Work Order Assignee . . . . . . . . . . . . . . . . . . . . . . . . . .
Public end user. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Business Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Request Coordinator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Fulfillment Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Opening SRM and other consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using a browser to open the main console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using BMC Remedy User to open the main console . . . . . . . . . . . . . . . . . . . . . . . .
Opening the Overview Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigned Work table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Quick actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Refreshing record status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto-filling fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working with people records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sending and receiving notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service request notifications by roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work order notifications by groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work order notifications by roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting application preferences and options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
16
17
18
18
19
19
19
20
20
21
21
21
22
22
23
24
25
27
28
30
30
30
31
31
32
32
33
33
34
Broadcasting messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Setting broadcast default preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Viewing broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Generating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Setting report options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Generating predefined SRM reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
SRM predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Generating standard reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Generating reports using qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Working with table data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Viewing and updating the table data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Keyboard shortcuts in BMC Remedy clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Internationalization and localization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
SRM support for internationalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Localizing SRM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Chapter 2
Configuring and using SRMQuick Start
53
Quick Start overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Defining the SRM application administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Defining SRM support staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Configuring mid tier and multi-tenancy settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Allowing unknown users access to SRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Configuring the Mid Tier to view DVF fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Deploying default SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Requesting services in the Request Entry Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Chapter 3
Service Catalog Manager role
77
Creating PDTs and SRDsQuick Start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Opening the Service Catalog Manager Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Using the Service Catalog Manager Console to manage PDTs . . . . . . . . . . . . . . . . . . . 81
Search criteriaManaging PDTs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Viewing PDT records in the form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Using the Service Catalog Manager Console to manage SRDs . . . . . . . . . . . . . . . . . . . 86
Search criteriaManaging SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Viewing a list of SRDs by status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Viewing SRD records in the form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Setting Service Catalog Manager Console preferences . . . . . . . . . . . . . . . . . . . . . . . . . . 92
SRD relationship to PDTs and AOTsDefinition and execution phases . . . . . . . . . . 94
Working with PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Creating a new standard PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Creating a quick launch PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Service request definition life cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Preparing SRDs for deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Working with SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using the Functions tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using other consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a standard SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a quick launch SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding optional information to the SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding an advanced interface form to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a standard process template to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a quick launch process template to the SRD. . . . . . . . . . . . . . . . . . . . . . .
Associating questions to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a business service to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Entering information into the Service Request tab. . . . . . . . . . . . . . . . . . . . . . . . .
Selecting entitlement information for SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding work information to SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Modifying SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the approval process with SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Defining SRD approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Submitting SRDs for approval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing the approval process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Approving SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Defining service targets for SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Advanced service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deploying the SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Taking an SRD offline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
System SRDs shipped with SRM 2.2.00 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
113
114
120
120
123
125
129
130
132
133
146
150
153
158
159
160
160
163
163
164
166
170
172
172
174
Chapter 4
177
Using the Work Order Management application
Work order permissions and roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Work order configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work order manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work order assignee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Work Order Console to manage work orders . . . . . . . . . . . . . . . . . . . . . . .
Opening the Work Order Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Company and Console View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing work orders assigned to Select My Groups. . . . . . . . . . . . . . . . . . . . . . .
Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Other applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigned Work Orders table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigned Tasks tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Searching for work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing tasks assigned to you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Searching for tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Work Order Console preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
178
178
178
179
180
183
184
184
185
185
186
186
187
194
195
196
196
198
Using the Work Order form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Using Quick Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Using Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Using other consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Sending pages and email messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Viewing audit log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Selecting work order templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Viewing details of a service request associated with the work order . . . . . . . . . 210
Work order life cycleState transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Managing work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Creating work ordersbasic steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Using the Classification tab to classify work orders . . . . . . . . . . . . . . . . . . . . . . . . 217
Entering work information when modifying work orders . . . . . . . . . . . . . . . . . . 218
Creating work order task groups and tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Creating work order assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Defining type fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Working with tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Modifying tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Adding work information to a task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Planning the time for tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Assigning tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Accepting task assignments and tracking time spent. . . . . . . . . . . . . . . . . . . . . . . 237
Adding financial information to a task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Searching for assigned tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Working with a task in progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Reassigning tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Canceling tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Closing tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Fulfilling work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Viewing truncated data in a work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Monitoring the progress of a work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Opening the CMDB Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Chapter 5
Service Request Coordinator role
253
Opening the Service Request Coordinator Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Using the Service Request Coordinator Console to manage service requests . . . . . 255
Search criteriaManaging service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Setting Service Request Coordinator Console preferences . . . . . . . . . . . . . . . . . . 261
Working with service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Service request life cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Creating service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Viewing important details in a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Viewing request details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Adding work information to the service request . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Troubleshooting processes related to the service request . . . . . . . . . . . . . . . . . . . . . . 272
Troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Reviewing the approval cycle of a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Chapter 6
Fulfillment Provider role
283
Working with service requestsRelation of service request states to back-end

application states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating service requests from back-end applications . . . . . . . . . . . . . . . . . . . . .
Fulfilling service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing activity log entries in the service request . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing details about service requests attached to change requests and incidents
Viewing details of service requests attached to change requests . . . . . . . . . . . . .
Viewing details of service requests attached to incidents . . . . . . . . . . . . . . . . . . .
284
285
288
291
292
293
294
Chapter 7
297
Localizing SRM
Localizing SRMOverview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Locale fallback mechanism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing SRM objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing navigational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing Browse for Service Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing SRD levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing AOTs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing questions to use with SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Remapping questions to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dynamically creating and localizing questions while working on SRDs . . . . . . . . .
Localizing surveys in the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Localizing advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Finishing localization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Troubleshooting localization problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the localization utility to change SRM locale on existing records . . . . . . . . . .
298
298
299
300
302
304
305
306
308
309
311
312
313
316
316
318
320
321
Chapter 8
323
Exporting and importing SRDs and PDTs
Exporting and importing SRD supporting data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Exporting SRDs and PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Importing SRDs and PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing the history of imports and exports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
324
326
330
334
Appendix A
337
Creating and using advanced interface forms
Advanced interface formsOverview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using BMC Remedy Administrator to create advanced interface forms from
templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Registering advanced interface forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring type fields in the Work Order Template form (Optional) . . . . . . . . . . .
Creating SRDs with advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Mapping fulfillment application fields to the service request fields (optional) . . . .
Requesting a service with an advanced interface form . . . . . . . . . . . . . . . . . . . . . . . .
Contents
338
339
345
346
348
349
350
10
Glossary
353
Index
359
Preface
This guide describes how to use BMC Service Request Management (SRM) 2.2.00.
This application runs on the BMC Remedy Action Request System (AR System)
platform and consumes data from the BMC Atrium Configuration Management
Database (CMDB).
SRM provides a consistent user interface where users can request a service or
report an incident through the service desk. End users or service desk staff can
select services that IT supports from a Service Catalog that the Business Service
Manager sets up.
SRM works with other processes, such as Incident Management and Change
Management, to resolve the users request or incident. SRM manages the entire
process, from submission to completion.
Type of SRM users

This guide is for the following SRM users:
Application administrators who configure and administer the application.

Request catalog managers and business service managers who set up the service
catalog and define the process for each catalog offering.
Service desk staff (or the frontline support staff) who handle the customers calls
or web submissions, create or modify service requests, and communicate the
resolutions.
Fulfillment providers (or backline support staff) who work on change requests,
incidents, or work orders that are generated from service requests.
Users who consume services from the service catalog and who initiate service
requests.
NOTE
Documentation is available to users who report incidents, make change requests,
or create work orders from the public view of a service request. It consists of a
separate set of HTML help files that are accessed from the web-based forms by
clicking the Help link.
Preface
11
BMC Service Request Management 2.2.00
New icon
This guide contains the New icon, to identify information that is new or
substantially changed with version 2.2.00.
SRM documentation
The following table lists the documentation available for SRM.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is
available on product installation CDs or DVDs, on the Customer Support website
(http://www.bmc.com/support_home), or both. You can order printed
documentation from the Customer Support website.
NOTE
To access the support website, you need a support contract.
You can access application help by clicking on Help links within the application.
Title
Document provides
Audience
Format
BMC Service Request

Management 2.2.00 Release
Notes
Information about new features and

known issues.
Everyone
Print and PDF
BMC Service Request

Procedures for installing the BMC
Management 2.2.00 Installation Service Request Management
Guide
application.
Administrators
Print and PDF
BMC Service Request

Management 2.2.00
Configuration Guide
Procedures for configuring the BMC

Service Request Management
application.
Administrators
Print and PDF
BMC Atrium CMDB 2.x

Common Data Model Diagram
Hierarchical diagram of all classes in

the Common Data Model (CDM),
including unique attributes and
applicable relationships.
Administrators
PDF
BMC Atrium CMDB 2.x

Concepts and Best Practices
Guide
Information about CMDB concepts and Executives and

best practices for planning your BMC administrators
Atrium CMDB implementation.
BMC Atrium CMDB 2.x

Developers Reference Guide
Administrators and PDF

Information about creating API
programmers
programs, C and Web Services API
functions and data structures, and a list
of error messages.
BMC Atrium CMDB 2.x

Installation and Configuration
Guide
Information about installing and

configuring BMC Atrium CMDB,
including permissions, class
definitions, reconciliation, and
federation.
12
Administrators
Print and PDF
Print and PDF
SRM documentation
Title
Document provides
Audience
Format
BMC Atrium CMDB 2.x

Javadoc API Help
Information about Java classes,

methods, and variables that integrate
with BMC Atrium CMDB.
Programmers
HTML
BMC Atrium CMDB 2.x

Master Index
Combined index of all books.
Everyone
Print and PDF
BMC Atrium CMDB 2.x

Release Notes
Information about new features and

known issues.
Everyone
Print and PDF
Users
Print and PDF
BMC Atrium CMDB 2.x Users Information about using BMC Atrium
Guide
CMDB, including searching for and
comparing CIs and relationships,
relating CIs, viewing history, and
launching federated data.
Users and
Topics on installation and
configuration of the Approval Server, administrators
how to use the Approval Server, and
understanding the approval workflow.
Print and PDF
Administrators
Print and PDF

Administrators
BMC Service Level
Management 7.x Configuration Service Level Management application.
Guide
Print and PDF
BMC Service Level

Management 7.x Installation
Guide
Print and PDF
BMC Remedy 7.1.00 Approval

Server Guide for Users and
Administrators
BMC Remedy IT Service

Management 7.x Configuration Remedy IT Service Management
applications.
Guide
Procedures for installing the BMC

Administrators
Service Level Management application.
BMC Service Level

Information about known issues in
Management 7.x Release Notes each release of BMC Service Level
Management. Also provides a list of
new features included with the
application.
Everyone
PDF
BMC Service Level

Management 7.x Users Guide
Procedures for using the BMC Service

Level Management application;
includes new features and overview.
Everyone
Print and PDF
BMC Remedy 7.0 Task

Management Administrators
Guide
Procedures to configure Task

Management.
Administrators
Print and PDF
Preface
13
14
Chapter
Introducing SRM and the

support roles
Service Request Management (SRM) supports the Information Technology
Infrastructure Library (ITIL) function of the Service Desk. The Service Desk is
the only function or department specifically defined within ITIL because it is
critical in IT user support. The goal of the Service Desk is to provide a single point
of contact between the IT user and the IT organization.
The Service Desk handles user-facing activities related to basic ITIL processes,
such as Incident Management, Change Management, Service Level Management,
and so on.
This section describes the BMC Remedy SRM module.
The following topics are provided:

What is Service Request Management? (page 16)

Service Request Management user roles (page 18)
Opening SRM and other consoles (page 22)
Opening the Overview Console (page 24)
Working with people records (page 31)
Sending and receiving notifications (page 32)
Setting application preferences and options (page 34)
Broadcasting messages (page 35)
Generating reports (page 39)
Working with table data (page 48)
Internationalization and localization (page 51)
Chapter 1
15
What is Service Request Management?

Service Request Management (SRM) is the entry point from where IT customers
can interact with the IT organization. SRM provides a consistent interface from
which end users request a service or report an incident to the service desk. End
users select IT services from a Service Catalog, which the Business Service
Manager sets up. Service request fulfillment is easily tracked through the optional
service level management application. In addition to service fulfillment through
Change Management or Incident Management, SRM offers support for any
generic work-order process.
Figure 1-1: SRM Solution
SRM includes the following important components:
Service catalogRepository and publication of available services.

Service request definitions (SRDs)Type of services offered, for example,
downloading software, communicated to end users through the service catalog.
Service requestInstantiation of the SRD for a specific users requests, for

example, resetting their password or answering a question about benefits. For
more information, see SRD relationship to PDTs and AOTsDefinition and
execution phases on page 94.
End userService request user requesting a business or IT service.

Back-office service fulfillment providerStaff doing the actual work to fulfill
the service request submitted by an end user, for example, moving the user to a
new office. Fulfillment providers can perform their tasks manually, with an
integrated system (for example, Incident Management), or with a third-party
application.
16
What is Service Request Management?
BMC SRM shares a common foundation with BMC Remedy IT Service

Management (ITSM) 7.0both are built on the BMC Remedy Action Request
System and SRM leverages the foundational elements of the ITSM 7.0 suite, for
example, workflow, approvals, task management, notification, email, and so on.
This integration platform simplifies and reduces the management costs. SRM also
captures the relationships between catalog items and business service definitions
through its integration with the BMC Atrium CMDB. SRM ties into service level
management (SLM) so that request service targets are rolled into comprehensive
service level agreements and contracts. Finally, SRM is integrated with BMC
Remedy Change Management and BMC Remedy Incident Management. You can
also integrate SRM with other third-party applications.
SRM benefits
SRM solves the business problem of customers not knowing where or how to
request services. They might not even know which services IT provides. SRM
helps internal groups manage customer expectations; for example, it provides
information about the level of service employees should expect when their PC
hard drive is broken or they have lost their password.
In addition, support organizations do not always understand how much money is
spent on service fulfillment or its quality. They frequently do not know where
requests are coming from, what types of requests they receive most often, and
what their service goals are and if they are meeting them. SRM helps support
organizations understand customer expectations and how to fulfill them. Finally,
SRM can show the value that support organizations provide to the business by
demonstrating the actual cost of the services they offer and providing insight into
the resources necessary when providing certain kinds of services.
The following are some of the benefits of using SRM:
Standardized catalog of servicesIn an easy-to-use web user interface, end

users can review all the available services to which they are entitled, request
them, and see their status online. Services are described in easy-to-understand
language that makes sense for the audience, not technical IT jargon. Service
providers set expectations by describing how much services cost and how long
it takes to deliver them. Most important, service providers can set clear
expectations to customers when the service will be delivered.
Integration of service catalog with fulfillment processesService requests are

transparently connected to the back-end fulfillment processes and providers, for
example, BMC Remedy Change Management or some other third-party
application. This seamless integration makes sure service delivery is consistent
and reduces service delivery costs through automation.
Complete tracking and management of requests from start to finishYou can

build and manage service targets for the delivery of all services through the
entire life cycle of the service request; for example, you can demonstrate that a
request for a new server takes four days to fulfill. You can make sure that service
delivery is on time and meets customer satisfaction. Finally, you can enable
more effective management of customer demand, your resources, and business
costs.
Chapter 1
17
Main components of SRM

Service Request Management consists of three main components:
Self-service interfaceSRM is the entry point where IT customers can submit

requests from the service catalog. It provides user-friendly access to services,
without exposing the implementation details to the service requester.
Service CatalogRepository of available and agreed-upon services that IT

provides its customers in terms that are relevant to the users, described in the
customers language. The service catalog maintains operational information
about all available services that can be selected by IT users. Each of these SRDs
can have a business process defined and automated. Each SRD provides the
characteristics required to facilitate the selection and execution of delivery for a
given service offering. This includes attributes, such as categorization, effective
start and end dates, pricing information, approval and service level
management criteria, and the definition of application objects that will be
instantiated to support the delivery of service.
Request managementBuilds the processes in support of the services in the

catalog and manages the execution of the request processes. Request
management is integrated with the back-end applications that perform the
actual work of the request, for example, an incident or a change request.
Service Request Management user roles

SRM includes the following types of users:
SRM Administrator
Business Relationship Manager
Service Catalog Manager
Work Order Manager and Work Order Assignee
Public end user
Business Manager
Service Request Coordinator
Fulfillment Provider
Although the responsibilities of these users can vary from organization to
organization (and in some organizations, one person can fulfill several roles), they
generally include the responsibilities outlined in the following sections.
18
SRM Administrator
The responsibilities of the SRM administrator include installing and licensing
SRM, and configuring it to meet your organizations business needs. Additional
configuration tasks include:
Installing and configuring SRM

Assigning licenses
Integrating back-office applications with SRM
For information about configuring SRM, see the BMC Service Request Management
2.2.00 Configuration Guide. For information about installing SRM, see the BMC
Service Request Management 2.2.00 Installation Guide.
Business Relationship Manager

The business relationship manager works closely with both the business and IT to
define the service request requirements, for example, the services that are
required, a reasonable turnaround time for a service, or a reasonable price that the
business is willing to pay. Business relationship manager activities include:
Defining SRDs inside the service catalog, working with the Service Catalog
Manager. This can include examining service request trends and creating new
SRDs based on that analysis, for example, creating a specific SRD if end users are
having ongoing problems changing their passwords.
Negotiating service targets for requests.

Reviewing request delivery achievement with IT and business management to
make sure business expectations are being met.
These activities overlap significantly with the responsibilities of the Service
Catalog Manager.
Service Catalog Manager

Service Catalog Managers (sometimes also called request catalog managers) are
responsible for creating and managing the Service Request Definitions and,
specifically, the fulfillment process definitions within the Service Catalog. They
work closely with the business relationship manager to create and implement the
requests from the business, for example, that a certain request requires a certain
type of specific process.
To build the process, the Service Catalog Manager must understand the data that
needs to be provided to the steps in the process and the connections to the backend service fulfillment applications. They also manage the SRD life cycle as it
moves from draft to approval, and then finally to deployment.
For more information about the Service Catalog Managers role, see Creating
PDTs and SRDsQuick Start on page 78.
Chapter 1
19
Work Order Manager and Work Order Assignee

SRM comes bundled with Work Order Management, which provides basic
facilities for assignment, status, work information, and task management.
Work order managers are based on the type of work order that is being created.
These managers are usually outside your typically IT groups. They are typically the
heads of the functional groups who deliver a particular service. For example, the
manager in charge of Facilities would be the work order manager for all facility
work orders, while the manager in charge of Telecommunications would be the
work order manager for phone work orders. As a result, if you created a service
request for a new employee, your request would create one work order to the
Facilities department for a new office, another work order to the
Telecommunications departments for a new phone, and so on.
In large companies, the work order managers main responsibilities usually
involve planning and oversight. But in small companies, the work order manager
can function also as the work order assignee who is actually performing the work
order. Work order managers are responsible for administering Work Order
Management, for example, creating, planning, and tracking the work order. Work
order managers have access to the Work Order Console. This console is their entry
point to manage work orders and it provides a dedicated workspace for them.
Work order assignees are responsible for planning and implementing assigned
work orders. Work order assignees also have access to the Work Order Console.
This console is their entry point to create work orders and tasks.
For more information about the work order manager and work order assignee
roles, see Using the Work Order Console to manage work orders on page 180.
Public end user

A public end user is a consumer of services from the catalog. Typically it is a
business user who submits a service request, for example, to reset a password or
add memory to their PC. Typical end users browse the Request Entry Console to
find the service they need from the catalog. After they submit the request, they use
the console to keep track of its status. Finally, if they have the necessary
permissions, they can make requests on behalf of other users.
In addition, the IT organization in big companies might use SRM to manage the
very technical intra-IT requests they receive between their own departments, for
example, to add an extent to a database.
For more information about the public end users role and step-by-step procedures
for completing tasks, see the BMC Service Request Management 2.2.00 Users Guide.
20
Business Manager
The business manager is responsible for managing the end users. Business
managers are also themselves consumers of SRM. Their activities and
responsibilities include:
Approving requests. For example, the business manager is notified and is

required to approve all requests from his organization where the price is greater
than $500.
Reviewing the consolidated or individual status of service requests in their

organization.
Running reports on service requests.

For more information about the business managers role, see the BMC Service
Request Management 2.2.00 Users Guide.

The Service Request Coordinatoror the service request agent in ITIL
terminologyis a member of the frontline support staff responsible for
troubleshooting requests that are exceptions to the normal process. But service
request coordinators do not typically work the requests themselves; that
responsibility is the task of the back-office fulfillment providers.
Service request coordinator activities include:
Making sure request are executed on time.

Reviewing approval status of requests.
Troubleshooting issues with request fulfillment.
For more information about the service request coordinators role, see Using the
Service Request Coordinator Console to manage service requests on page 255.
Fulfillment Provider
After a request has been approved, the execution process then starts. The execution
of the process causes the request to become instantiated in the back-office service
fulfillment. When a service is requested, it might generate an incident, a change
request, or a work order. A single request can even generate multiple incidents,
change requests, and work orders.
Fulfillment providers are in charge of backend fulfillment requests, for example,
working as the change assignee, incident assignee, or the work order assignee, to
make sure the request is fulfilled properly. When a service request generates
incidents, changes, and so on, fulfillment providers do not handle them differently
than they would any other tickets they are assigned to.
Chapter 1
21
Fulfillment providers are simply the people working with a back-end fulfillment
application doing their typical job, for example, using Change Management to
work on change requests. They complete their tasks in the fulfillment application
and then they update their task status on their specific applications. The states of
the back-end fulfillment applications are rolled up into the request status that is
visible to the public end user.
For more information about the fulfillment providerss role, see Working with
service requestsRelation of service request states to back-end application states
on page 284.
Opening SRM and other consoles

You can open Service Request Management and other BMC Remedy applications
through BMC Remedy User or through a browser. How you do this depends on
whether you want to view the console through BMC Remedy User or through a
browser. See the following instructions for information about opening the main
console.
Using a browser to open the main console

This section describes how to open the applications main console from a browser.
Using a browser to open the main console

1 To open the main console from a browser, type the following URL in to your
browsers address bar:

http://<web_server>:<port>/arsys/apps/<arsystem_server>/Home Page
<web_server> is the fully qualified name of the BMC Remedy Mid Tier system,
specified in the format server_name.company.com.
<port> is an optional port number, which is needed if the web server is not on the
default port (port 80).

<arsystem_server> is the name of your BMC Remedy AR System server.
2 Enter your user name and password, then click Login.
The IT Home page appears. Here you have access to all the SRM consoles.
3 Click one of the Service Request Manager console links in the navigation pane, for
example, the Request Entry Console, to open it.
22
Opening SRM and other consoles
Using BMC Remedy User to open the main console

This section describes how to open an applications main console from the IT
Home page, using BMC Remedy User.
To open the main console from BMC Remedy User

1 Choose Start > Programs > Action Request System > BMC Remedy User.
The Login dialog box appears.

2 Follow these steps:
a In the User Name field, type your user name.
Unknown users who are not associated with a company or guest users need to
log in using the default set up by their company.
b In the Password field, enter your password.
c In the Preference Server field, specify the server name if your administrator set
up a preference server for centralized user preferences.

For example, if you have report server from which you can access predefined
reports, you specify it here.
3 Click OK to log in.
The Home Page form opens automatically. If it does not, perform these steps in
BMC Remedy User:
a Choose Tools > Options.
b In the Options dialog box, click the Home Page tab.
c Select the check box to open the home page automatically.
4 When the IT Home page opens, click the Service Request Management System
console link in the navigation pane.

The IT Home page appears. Here you have access to all the SRM consoles.
5 Click one of the Service Request Manager console links in the navigation pane, for
example, the Request Entry Console, to open it.
Chapter 1
23
Opening the Overview Console

The Overview Console is the primary interface for back-office support staff. It
provides quick access to the information they need and to the procedures that they
perform most often.
Figure 1-2: BMC Remedy IT Service ManagementOverview Console
The Overview Console is useful for looking at different types of requests assigned
to the same person. The Overview Console gives you a way to view requests in one
console without opening multiple windows.
This section discusses how to use the Overview Console.
To open the Overview Console in a browser

1 Launch your browser as described in Using a browser to open the main console
on page 22.
2 On the Home Page form, under the Foundation Elements heading, click the
Overview Console link.

The Overview Console appears.
24
To open the Overview Console in Windows

1 Open BMC Remedy User as described in Using BMC Remedy User to open the
main console on page 23.

2 On the Home Page form, under the Foundation Elements heading, click the
Overview Console link.

The Overview Console appears.
Assigned Work table

The Assigned Work table lists different types of requests. The types of requests
that you can choose from depend on the BMC Remedy applications that are
installed.
In the list that follows, a special prefix identifies each type of request:
REQ
WO
CRQ
TAS
SDB
INC
PBI
PKE
PR
Service requests.
Work orders. The Work Order module is installed by default with
SRM.
Change requests. BMC Remedy Change Management must be
installed for you to be able to create and view change requests.
Tasks.
Solution database entries. BMC Remedy Problem Management
must be installed for your to be able to create and view solution
entries.
Incidents. BMC Remedy Incident Management must be installed for
you to be able to create and view incidents.
Problems. BMC Remedy Problem Management must be installed
for you to be able to create and view problems.
Known errors. BMC Remedy Problem Management must be
installed for you to be able to create and view known errors.
Purchase requisitions. BMC Remedy Asset Management must be
installed for you to be able to create and view purchase requisitions.
You can change the tables contents by using the Company filter and the Console
View fields at the top left corner of the console. For more information, see Using
Company and Console View on page 28.
In the Windows environment, if there are more entries than the system can show
in the table, you can see the next grouping of entries by placing the pointer in
the table and right-clicking, then choosing either Next or Prev. When using a
browser, use the arrow keys at the top corner of the table.
You can create new entries by clicking the Create button that appears below the
table. For information, see Creating requests on page 26.
Chapter 1
25
You can view requests and refresh the Assigned Work table. For more
information, see Working with table data on page 48.
You can also perform helpful quick actions with records that are displayed in
the Assigned Work table, for example, printing. For more information, see
Quick actions on page 30.
Viewing requests
You can view different types of requests from the Overview Console, depending
on the applications you have installed.
To view requests
1 Open the Overview Console.
2 Select a request from the Assigned Work table.
3 Click View.
The request appears in the application in Search mode. For example, if you selected
a change request, the request appears in the Change form.
Creating requests
From the Overview Console, you can create new requests, depending on the
applications you have installed.
To create requests
1 Click Create.
The Select Request Type dialog box appears.

Figure 1-3: Select Request Type dialog box
NOTE
The available request types depend on which applications are installed on your
system.
2 Select a request type of Infrastructure Change.
3 Click Select.
The application appears in New mode.
26
4 Enter all the required information to create the request.
For more information about service requests, see Working with service requests
on page 263.
Searching for requests

From the Overview Console, you can search for different kinds of requests,
depending on the applications you have installed.
To search for requests

1 Click Search.
The Select Request Type dialog box appears.

2 Select a request type.
3 Click Select.
The application appears in Search mode.

4 Enter search parameters as needed to search for the request.
For more information about service requests, see Working with service requests
on page 263.
Resetting data
After you create or modify a record, click Set to Defaults to see the latest changes
in the Assigned Work table. For more information, see Working with table data
on page 48.
Broadcast messages
Use the Broadcast feature, on the lower portion of the console, to view and create
messages that can be viewed by the entire organization or by users in the support,
approver, management, and administrator groups.
Figure 1-4: Broadcast messages
For more information, see Broadcasting messages on page 35.
Chapter 1
27
Using the navigation pane

The pane on the left side of the console is the navigation pane.
Using Company and Console View

The links under Company and Console View help you filter requests that appear
in the Assigned Work table. You can use the following fields to filter out which
requests you see.
Company
Filters the requests displayed in the Search Results table based on

company. The content of this list is tenancy-driven, subject to your
access to various companies. If you only have permissions to view a
single company, then only that company appears in the list.
Clearing the field allows all records to which the user has access to
appear.
Personal
Shows all the requests that are assigned to you.
Selected Groups
Shows all the requests that are assigned to your support group.
All My Groups
Show AllShows all requests.

Show UnassignedShows all the requests that are unassigned.
Shows all the requests that are assigned to all support groups that
you belong to. If you belong to more than one support group, the
requests for all those groups are displayed.
Show AllShows all requests.
Show UnassignedShows all the requests that are unassigned.
Using Console Functions

The Console Functions links lets you define which requests you view.
Select Status ValuesLets you display only those records in a certain state, for
example, All Open Incidents. For information, see Selecting Status Values on
page 29.
My ProfileAllows you to set your profile. For information, see Viewing your
profile on page 29.
Application PreferencesAllows you to set preferences and options for the

Overview Console. See Setting application preferences and options on
page 34.
Using other applications

The navigation pane of the Overview Console also contains links to view
additional applications that you have access to:
Incident ManagementOpens the Incident Management console.

Change ManagementOpens the Change Management console.
Problem ManagementOpens the Problem Management console.
Asset Management Opens the Asset Management console.
28
Approval ConsoleOpens Approval Central so that you can view all requests
pending approval.
CMDBOpens the CMDB Class Manager Console.

SLMOpens the SLM Console.
The links that are displayed in the navigation pane are determined by the
applications that are installed in addition to Service Request Management.
Selecting Status Values

The Select Status Values dialog box lets you filter the requests that appear in the
Overview Console based on their status. Use the following procedure to open and
use the Select Status Values dialog box.
To select status values
1 From the Overview Console, click Select Status Values.
The Select Status Values dialog box appears.

2 Select the status values for each category from the lists.
3 When you finish selecting the values, click Select.
The dialog box closes.

4 If the Assigned Work table does not refresh with the filtered records, click Reset to
reload the tables contents.
Viewing your profile

You can view and edit your personal profile. When you click My Profile, the People
(Search) form appears. In this form, you can:
Update company information, such as organization, business, and home

address, and so on.
View permissions.
View non-support staff profiles.
For detailed information about the People form, see the BMC Remedy IT Service
Management 7.0 Configuration Guide.
To edit your profile

1 Click My Profile.
The People (Search) form appears.

2 Update the information at the top of the form, or click the tab corresponding to the
area in which you want to change the profile information.

Make your changes by selecting from the various lists that are available.
3 When you finish making the changes, click Save.
4 Click Close to close the form.
Chapter 1
29
Quick actions
The Overview Console lets you perform certain quick actions on the records. Select
the action and then click Execute.
PrintLets you select records and print their contents. For more information,
see Printing records on page 30.
Home PageOpens the IT Home Page.
Printing records
You can preview records that are displayed in the Overview Console, and then
export or print them to keep for filing purposes or to share with someone who does
not have access to the application.
To print or export the record

1 From the Overview Console, select the record you want to print.
NOTE
If you already have the record open and want to print it, click Print at the bottom
of the form to open the Business Objects Report Preview dialog box, and then go
to step 4.
2 At the bottom of the console, open the Quick Actions selection box.
3 Select Print, then click Execute.
The Business Objects Report Preview dialog box appears, allowing you to view the
record before you print it.
4 Click the print icon on the menu bar at the top of the dialog box.
When the print confirmation dialog box appears, click Print, to send the record to
your local printer.
5 Close the Business Objects dialog box.
TIP
If you already have the record open, you can click Print at the bottom of the form.
This opens the Business Objects preview dialog box as described earlier in step 3,
from which you can print as described in steps 4 and 5.
Help
The Help button is located in the top right corner of the console. Click the Help
button to access help.
Refreshing record status

The Refresh button is located in the top right corner of the console. Click the
Refresh button after making changes to view updated status of records.
30
Working with people records
Auto-filling fields
As you work with the forms and dialog boxes, you might see a plus sign (+)
included in a field label. You can type part of the information in these fields and
press ENTER. If an exact match is located, the system automatically completes the
field. If a selection list appears, double-click on the item you want to put in the
field. Using auto-fill fields and lists is faster, more consistent, and more accurate
than typing the information.
Working with people records

When you create new requests or monitor existing requests, you frequently work
with requester information. For example, you might need to search for a requester
in the database. If the requester does not yet exist, you must create a new requester.
Or, you might need to change existing requester information.
The People form contains all Service Request Management System application
user records. You can access this form in different ways:
Select People on the Application Administration Console.

Select View My Profile on the Overview Console or the Change Management
Console. You then can see your own user record.
Click in the Last Name field on a form or dialog box, enter partial information
you might know about the individual you are looking for, and then press
ENTER.
Information stored here is used to automatically fill in requester information fields
in many forms. For more information, see the BMC Remedy IT Service Management
7.0 Configuration Guide.
Chapter 1
31
Sending and receiving notifications

When a service request moves into a new status, for example, Pending or Planning,
SRM generates notifications. Based on your group or role, you might receive
notifications during various service request or work order status changes.
IMPORTANT
By default, users triggering actions do not receive notifications of that action. For
example, users logging into the system and assigning a work order to themselves
are not notified. The system assumes the users know they performed the action
and bypasses the notification.
Some SRM notifications are not triggered by status transitions but by separate
actions. For example:
Signature notificationsApprovers receive a notification that they have been

chosen as approvers when the signature is created.
Group notificationsGroup notification will be sent out to the assigned group

when the assigned group changes.
AssignmentsAfter a record has been assigned or if its assignment has

changed, this action triggers a notification to the assignee regardless of the
records status.
SRM also includes conditional notifications. These notifications occur in certain
conditions but not in others. For example, group notifications for a work order are
sent only if there is no assigned individual.
For more information, see Managing service request notifications on page 117.
For more information about notification preferences, see the BMC Remedy IT
Service Management Configuration Guide.
Service request notifications by roles

The following table lists the service request status changes that trigger notifications
and the SRM roles they are sent to.
Table 1-1: Service request states when notifications are sent to roles
Current Status
Requested For
Requested By
Draft
In Cart
In Review
Pending
Yes
Waiting Approval
Yes
Note: In addition, the
Requested By user receives

a notification when the
request has been approved.
32
Sending and receiving notifications
Table 1-1: Service request states when notifications are sent to roles
Current Status
Requested For
Requested By
Planning
Yes
Assignment
In Progress
Completed
Yes
Yes
Closed
Rejected
Canceled
Service request assignees receive notifications when the request is assigned to

them. This action can happen at any status but typically occurs at the beginning of
the tickets life during In Review. The notification does not list a status but simply
notifies the assignee that the service request is assigned to them.
Work order notifications by groups

There are two groups for work orders: Request Manager and Request Assignee.
These groups are notified when they become assigned a service request if no
individual is assigned within the group.
NOTE
Group notifications are fired by an escalation. There is a slight delay between the
triggering state of the record and the sending of notifications to group members.
Work order notifications by roles

The following table lists the service request states that trigger notifications and the
SRM roles they are sent to.
Table 1-2: Change states when notifications are sent to roles
Current Status
Requested For
Requested By
Work order assignee Work order manager
Assigned
Yes
Yes
Yes
Pending
Yes
Yes
Waiting Approval
Yes
Yes
Planning
Note: A notification
Note: A notification
is sent for work

order approved
which can be seen
when the request
goes to Planning.
Yes
is sent for work

order approved
which can be seen
when the request
goes to Planning.
In Progress
Yes
Yes
Completed
Yes
Yes
Rejected
Yes
Yes
Chapter 1
33
Table 1-2: Change states when notifications are sent to roles

Current Status
Requested For
Requested By
Work order assignee Work order manager
Canceled
Yes
Yes
Yes
Yes
Closed
Setting application preferences and options

When you click Preferences, you can view and edit the settings that affect the Work
Order console and other ITSM 7.0 applications that you have installed (for
example, Change Management). From the Overview Console, you can specify
which form appears when you create a new request or start a search.
NOTE
For the changes to take effect, you must close the application, then log in again.
To set application preferences

1 From the Overview Console, choose Console Functions > Application Preferences.
The Application Preferences dialog box appears.

Figure 1-5: Application Preferences dialog boxWork Order Management tab
The Work Order Management tab always appears with SRM. Based on additional
applications that you have installed on your system, you might see other tabs as
well, for example, Change Management or Incident Management.
34
Broadcasting messages
2 Edit the application settings as needed.
To edit the Work Order settings, see Setting Work Order Console preferences on
page 196.
3 Click Save.
This feature lets you send messages to your entire organization, selected groups
within the organization, and to external customers as well. You can use this feature
to send messages about work in progress, system status, planned work, and so on.
You can also use this feature to view messages that were broadcast to you from
other groups in your organization.
Broadcasts are filtered by the logged-in users company, based on the following
criteria:
Broadcasts are defined for the logged-in users company

If the logged-in users company cannot be determined, then only Global
broadcasts are displayed.
Only broadcasts defined for the Global company are shown to guest users, who
are not associated with a company.
Setting broadcast default preferences

When you click Preferences, you can view and edit the default broadcast auto popup settings. Depending on which consoles you have permissions to access, you can
also view their preferences and options.
NOTE
For the changes to take effect, you must close the application, then log in again.
To set broadcast default preferences

1 From the Request Entry Console, Service Catalog Manager Console, Service
Request Coordinator Console, or the Business Manager Console, choose Display >
Preferences.
The Application Preferences dialog box to define the SRM consoles appears.
2 Click the Request Entry tab.
Chapter 1
35
Figure 1-6: Request Entry tabBroadcast defaults
3 In the Broadcast Auto Popup field, specify one of the following default settings:
NeverAdministrator or end user never sees the broadcast warnings.

On Console OpenAdministrator or end user sees the broadcast warnings
when the console opens.
On New BroadcastAdministrator or end user sees the broadcast warnings

only when there is a new broadcast.
4 Save your changes and close the dialog box.
Creating broadcast messages

This section describes how to create a broadcast message using the
New/Modify Broadcasts dialog box. To create a broadcast, you must have the
functional role of Broadcast Submitter. See the BMC Remedy IT Service Management
7.0 Configuration Guide for details.
To create a broadcast message

1 From the Overview Console, click Create, which appears below the Broadcast
table. If you create a broadcast from the main console, it is not related to a specific
record.
36
Figure 1-7: Completed New/Modify Broadcasts dialog box
2 Enter information in the required fields.
Required fields appear in bold on the Broadcast Details tab.
CompanySelect the company to which this broadcast pertains. Only end users
with access to this company see the broadcast. If you select Global from the
Company list, the broadcast is sent to everyone.
The Company field is mandatory. If you fill in the other location fields, however,
you can indicate a specific part of the company. For example, you can specify the
site, organization, or department.
SubjectA short description of what the broadcast is about.

Broadcast MessageThe text of your message.
Broadcast TypeSelect a broadcast type from the list.
Broadcast Start Date and Broadcast End DateTo start the broadcast now, click
in the Broadcast Start Date field, and press ENTER. To select a date from the
calendar, click the Browse button next to the field, then use the calendar that
appears to select the date on which the broadcast is to start and the date on
which you want it to end. You can also specify times of the day using the Time
feature at the bottom of the calendar.
Broadcast Originated FromThis is filled in by the system. The contents

depend on where you are creating the broadcast. If you broadcast from an
investigation, this is set to Problem Investigation.
Chapter 1
37
Broadcast Originated From IDThis field is populated by the system, but only
when you create a broadcast from within a record. If you create a broadcast from
the main console, the field appears disabled.
View AccessSelect Internal if you want the broadcast visible only to members
of your organization. Select Public if you also want the broadcast visible from
the Request Entry console.
NotifySelect Yes if you want a broadcast notification automatically sent to an

individual or group.
If you select Yes, an Email button and the Notify Support area appears.
Use the Manual Email button to manually send an email about the broadcast
to a person or group. When the Email System form appears, enter the
recipients email address in the Internet Email field, then click Send Email
Now.
Use the Notify Support area to indicate which group you want to notify of the
broadcast. You must complete all three fields, Support Company, Support
Organization, and Support Group. The notification is sent at the time and on
the date specified in the Broadcast Start Date field.
PrioritySelect a priority level for the broadcast. The choices are Low, Medium,
and High.
3 If you want to add an attachment to the Broadcast, right-click inside the table and
select Add from the menu.

The Add Attachment dialog box appears. Use this to indicate the file you want to
attach. Click Open to attach the indicated file. You are limited to one attachment
for each broadcast.
4 If you want members of another group to be able to modify the message, follow
these steps:
a Click the Authoring Groups tab, then click Manage Authoring Groups.
The Authoring Group dialog box appears.

b Indicate the group that you want to have authoring rights by selecting from the
menus. Click Add when you are finished.
NOTE
The support group you belong to appears in the table by default.
You can indicate another group, or click Close to dismiss the dialog box.
5 Click Save to save the broadcast message and close the dialog box.
38
Generating reports
Viewing broadcasts
This section describes how to view broadcast messages. While viewing broadcasts,
you can modify the message (if you belong to an authorized authoring group),
create a new broadcast message, and under some circumstances (when viewing
the message from the current record) relate the broadcast message to the current
record.
To view broadcasts
1 You can view broadcast messages from the following locations:
From the Overview Console or the Work Order Console, select the message you
want to view from the Broadcast table, then click View.
From the Service Request Coordinator Console or the Business Manager

Console, click View Broadcasts.
2 To view another message, close the View Broadcasts dialog box, select the
broadcast message you want to view from the table, then click View.
The message details appear.
Creating or modifying a broadcast message

To create or modify a broadcast message from the View Broadcasts dialog box,
click either Create or Modify. Both actions open the New/Modify Broadcasts
dialog box.
If you are creating a new message, follow the instructions provided in Creating
broadcast messages on page 36.
If you are modifying the message, edit the fields according to the changes you
want to make. Click Save when you finish making your changes.
Generating reports
SRM activities mostly center around service request analysis, for example,
determining the length of time spent on service requests, types of services
requested, and frequently repeated requests. You can use a variety of predefined
reports to give you quick and easy access to information about these SRM
activities. You use the Report Console to generate these reports. If the predefined
reports return more information than you need, you can manage the scope of the
report using qualifications.
You can also generate reports, with your own qualifications, advanced
qualifications, and saved qualifications.
Chapter 1
39
For more information, see the following sections:
Generating predefined SRM reports on page 40

SRM predefined reports on page 41
Generating standard reports on page 43
Generating reports using qualifications on page 44
Setting report options

If your administrator has not set up a preference server for centralized user
preferences, you must enter the report server name and set the options to view and
print reports.
To set options to view and print reports

1 From the BMC Remedy User toolbar, choose Tools > Options.
The Options dialog box appears.

2 Click the Advanced tab.
3 In the Report Server field, enter the name of the server that you are currently
logged on to.
4 Click OK.
NOTE
If you are having formatting problems in viewing reports on the Web, ask your
administrator to make sure report configuration settings are correctly defined in
the AR System User Preference form, as described in the BMC Remedy Action
Request System 7.0 Configuring guide.
Generating predefined SRM reports

The Service Request Management application includes predefined reports that are
designed to help various SRM managers monitor activities related to their service
desk. For more information about these reports, see SRM predefined reports on
page 41.
To generate a predefined Service Request Management report
1 From the Service Catalog Manager Console, the Service Request Coordinator
Console, the Work Order Console, or the Business Manager Console, choose
Functions > Reports.
The Report Console is displayed.
40
Generating reports
Figure 1-8: Report Console
2 Select a report name.
The list varies according to which other BMC Remedy ITSM applications are
installed. For more information, see SRM predefined reports on page 41.
3 Select a destination for your report. The options are:
FileYour report is saved to a file at the location and in the format you specify.
ScreenYour report is displayed in a separate window.
PrinterYour report is sent to the printer specified in the Print Setup dialog box.
4 Click Run Report.
Your report is sent to the specified destination.
SRM predefined reports

This section describes the predefined reports for the Service Request Management
application and is organized by reporting area. The reports described in the
following sections are the reports that pertain to Service Request Management. If
you have other BMC Remedy applications installed, other reports might be listed,
and the reports might be grouped differently. For more information, see the
appropriate Users Guide.
IMPORTANT
If you use Crystal Reports software to modify the prepared reports supplied with
Service Request Management, Customer Support can only provide limited
assistance if you should have a reporting problem. In addition, there is no
guarantee that problems resulting from these modifications can be solved. The
standard reports included with Service Request Management are designed to be
used without modification.
Chapter 1
41
The following table lists and summarizes the predefined reports installed with
Service Request Management.
Report title
How to access report
Description
Service Request ManagementService requests

Fast Request
Breakdown by
Organization and
Department
Choose Requests > Service Requests > Shows requests that have an actual close date
sooner than expected close date.
Fast Request Breakdown > Fast
Request Breakdown by Organization
and Department.
Locations by Service Choose Request > Service Request >

Requests
Locations by Service Request >
Locations by Service Requests.
Shows all service requests and the different

locations that use that service request.
Service Request
Choose Request > Service Request >
Definition Pricing by Service Request Definition Pricing by
Organization
Organization > Service Request
Definition Pricing by Organization.
Shows all the pricing information service

request for a selected company grouped by the
Service Request Definition used to create them.
These groupings are separated by
Organization, Department, and Categorization
used for the service request.
Total count is shown for each location and

service request.
This information allows the report user to

determine which departments and
organizations are using which SRDs.
Slow Request
Breakdown by
Organization and
Department
Choose Requests > Service Requests > Shows requests that have an actual close date
later than the expected close date.
Slow Request Breakdown > Slow
Request Breakdown by Organization
and Department.
Service Requests by
Location

Service Requests by Location >
Service Requests by Location.
Shows all service requests and the number of

times the service request was used for a
particular location and category.
Total counts are shown for each location,
category and service request.
Service Requests by
Organization and
Department

Usage by Organization and
Department > Service Requests by
Organization and Department.
Shows all service requests and the number of

times the service request was used by a
particular organization and department.
Organization and department is based on the
Requested For information about the service
request.
Total counts are shown for each Organization,
Department, Category and service request.
Service Request ManagementSRDs

Deployed Service
Choose Request > Service Request
Request Definitions Definition > Catalog Manager >
by Catalog Manager Deployed Service Request Definitions
by Catalog Manager.
Shows deployed SRDs grouped by catalog

manager. This report also shows their offline/
online status and effective dates. You can
specify a date range when you run the report.
You can specify an additional qualification
from the Report Console to further filter the
results, for example, to filter records by a
specific catalog manager, and so on.
42
Generating reports
Report title
How to access report
Description
Service Request
Choose Request > Service Request
Shows all SRDs with catalog manager info, their
Definitions by Status Definition > Status > Service Request online/offline status, and their effective dates.
Definitions by Status.
Service Level Management
Request Compliance Choose Service Level Agreements >
Report by Category General > Service Targets > Request
Compliance Report by Category.
Shows detailed service request compliance

information for the selected time period, goal
type, and category.
There is also an option to include expired
requests, which are not included by default.
The service requests are grouped by name.
Percentages are calculated per service request
name or type.
Missed Requests By Choose Service Level Agreements >

Goal Type Report
General > Service Targets > Missed
Requests By Goal Type Report.
Shows service request missed metrics for the

selected time period and goal type.
The time the request was submitted and the
expected completion time for the request must
fall within the start and end times specified for
the report.
The service requests are grouped by name.
Percentages are calculated per service request
name or type.
Missed Request
Breakdown Report
Choose Service Level Agreements >

General > Service Targets > Missed
Request Breakdown Report.
Shows service requests for all the different goal

types for a selected time period.
The time the request was submitted and the
expected completion time for the request must
fall within the start and end times specified for
the report.
The service requests are grouped by goal type.
Percentages are calculated at the goal type level.
Generating standard reports

Use this procedure to generate a standard report, without using qualifications (see
Generating reports using qualifications on page 44 for information about
generating reports with qualifications).
To generate standard reports

1 To generate a report, perform one of the following steps:
From the Work Order Console, choose Functions > Reports.

From the Work Order form, choose Consoles > Reports.
The Report Console appears.
Chapter 1
43
Figure 1-9: Report Console
2 From the Report Name list, select the report you want to generate.
For a complete list of reports, see SRM predefined reports on page 41.
3 If you select a report that requires a date range, the date range field appears. Select
a start date and end date for the report.

4 From the Destination list, select one of the following output destinations:
ScreenYour report appears in a separate dialog box.

PrinterThe report is sent to the printer you specified in the Print Setup dialog
box.
FileThe report is saved to the path and file you specify.

5 Click Run Report.
Generating reports using qualifications

You can manage the scope of a report by adding qualifications to the criteria used
by the report engine to generate the report content. You can tell the report to search
only certain specified fields for particular values, or build advanced qualifications
using field names, keywords, and operators. By saving the qualifications, you can
rerun the qualified report without having to re-specify the qualifications.
This procedure describes how to create basic report qualifications from the Define
Report Qualification area of the Report Console.
You can generate a report using search criteria that you or another user has saved
previously, or you can specify searches yourself and save them. You can narrow
your search using a search that you have already created and saved.
44
Generating reports
To generate reports using a saved qualification

2 Select a report from the Report Name list.
3 Click the Select Saved Qualification button.
The Saved Qualifications dialog box appears listing your saved searches.
Figure 1-10: Saved Qualifications dialog box
4 Select a search from the table, and click Return Selected.

5 Click Close to return to the Report Console.
The qualification appears in the Qualification field.

6 Select a destination for your report.
7 Click Run Report.
To create a qualification for generating reports

2 Select a report from the Report Name field.
3 Select a field on which you want to search by clicking the arrow and selecting from
the list in the first column.

For example, if you are generating a report of all the service requests created by a
certain requester, select Requester ID, or a Start Date and an End Date. (Only those
requests with a Planned Start Date or an Actual Start Date that falls within this
range are included in the report.)
Chapter 1
45
4 Select a qualifier from the Operand menu.
For example, to find matching values, select the equal sign (=).
5 Type the value by which you want to qualify the search in the Value field.
For example, to find all service requests created by Joe User, type Joe User.
Figure 1-11: Define Report Qualification area
6 Repeat these steps for other fields to further refine your search.
You can use all five rows in the area to define qualifications.
7 To save the qualification, click Save Qualification.
The Qualification Name dialog box appears.
NOTE
By saving the qualification, you can rerun this report without defining the
qualification again. See To generate reports using a saved qualification on
page 45.
8 In the Qualification Name field, enter a name for your qualification, and click OK.
You can also select and modify a qualification, as needed.

When you click OK, a confirmation message appears, stating that your
qualification is saved.
10 Click Run Report.
46
Generating reports
To use an Advanced Qualification to further narrow your search

1 Click the Advanced Qualification button.
The Advanced Qualification Builder dialog box appears.

2 Enter the appropriate search criteria in the Qualification field.
3 Select field names by clicking either the Fields From or the Fields From Current
Form buttons and selecting from the list.

4 Select a qualifier from the display.
5 Add values by typing directly in the Qualification field.
Figure 1-12: Advanced Qualification Builder dialog box
6 Click Select when you have finished creating your advanced qualification to return
to the Report Console.

The qualification appears in the Qualification field in the Report Console.
7 Click Save Qualification if you want to save your qualification. You are prompted
for a qualification name. Enter a name and click OK.

9 Click Run Report.
Chapter 1
47
Working with table data

Service Request Management contains tables that display data. You can update the
data within these tables to show any new information, sort the data, and print it.
For example, when you open the Request Entry Console, the Assigned Requests
table displays all the service requests that you have created.
Viewing and updating the table data

Click the Preferences menu to remove or add columns from the table. Click
Reset to restore the table field to its defaults.
Click the Set to Defaults button.

This loads the latest data into the table. The administrator can set a limit on how
many records are loaded into the table.
Use the scroll bar on the right to scroll through the entries in the table.
Select a request and click the View button to display the request.
In Windows you can also right-click in the table and select the following from
the context menu:
Refresh All in Table loads the latest data into the table and overrides any
limitations the administrator might have set on how many records can be
returned. If a large number of records is returned, your servers performance
might be slower. This option is only available for select tables (for example, it
does not apply to tables on the consoles).
Clear Table removes the table data. To view new data, click in the table.
To sort the table data
1 Click on the header of the column by which you want to sort the table.
The list of items is ordered according to that column.

2 To reverse the sort order within that column, click the column header again. On the
Web, click the arrow in the header.
To print the table data

1 Choose File > Print.
This prints a graphic of the screen.

2 Enter the printing specifications in the Print dialog box.
3 Click OK.
To print the table data in Windows

1 Right-click on the table.
2 From the context menu that is displayed, choose Print Table.
48
Working with table data
This prints a list of all the items in the table, including those that are not in view.
3 Enter the printing specifications in the Print dialog box.
4 Click OK.
Keyboard shortcuts in BMC Remedy clients

You can use keyboard shortcuts in BMC Remedy forms to perform many actions.
You might find these handy if you are tabbing through a form and get stuck in a
View field. You can press Ctrl+J to get exit a view field, application list, or
flashboard that is in focus.
Keyboard Shortcuts in Form Windows

To do this:
Press:
Copy all contents of all fields onto the clipboard
Ctrl+A
Copy the selection onto the clipboard
Ctrl+C
Paste the selection
Ctrl+V
Display the selected request
Ctrl+Alt+D
Delete a request (administrators only)
Ctrl+D
Clear all entries in the forms fields
Ctrl+E
View the status history for the request
Ctrl+H
View Alerts
Ctrl+L
Open the Run Macro dialog box from where you can run a macro Ctrl+I
Open your designated Home Page
Alt+Home
Exit an application list, view field, or flashboard that is in focus
Ctrl+J
Open the Object List to open forms, guides, and applications
Ctrl+O
Copy all field information in the current form to a new request

while in Search or Modify mode
Ctrl+T
Open the Print dialog box where you can print the current window Ctrl+P
Open the Find Forms dialog box
Ctrl+F
Fill the fields of the form with default information
Ctrl+U
Close the current window
Ctrl+F4
Close all windows
Ctrl+W
Cut the selection, and copy it to the clipboard
Ctrl+X
Save the current request, and go to the next request in the results
list
Ctrl+Y
Reverse (undo) the last action in a character or diary field
Ctrl+Z
Close a dialog box without saving changes
Esc
Display context-sensitive help for the dialog box (when a dialog F1

box is displayed). Opens BMC Remedy User help when a form is
displayed
Display context-sensitive help for the dialog box (when a dialog
box is displayed) Display Whats This help for the form (when a
form is displayed)
Chapter 1
Shift+F1
49
To do this:
Press:
Switch the Details pane to New mode
F2
Switch the Details pane to Search mode
F3
Refresh the search
F5
Switch focus between the Results and the Details pane
F6
Paste the contents from the clipboard to the current location
Shift+Insert
Select the previous request in the results list
Ctrl+Page Up
Select the next request in the results list
Ctrl+Page Down
In New or Modify mode, save changes to the request; In Search

mode, perform a search
Ctrl+Enter
Navigate through forms
Ctrl+Tab
Open a text editor or diary editor for a text field or diary field, or
open a calendar or time control for a date or time field
Shift+Alt+F7
Open the menu in a menu field
Alt+ or Alt+ %
Execute an active link in a multiple-line field (usually used on

machines without a mouse)
Shift + Alt + F5
Go to the beginning of the current field
Ctrl+Home
Go to the end of the current field
Ctrl+End
Go to the first field on a form
Shift+Ctrl+Home
Go to the last field on a form
Shift+Ctrl+End
In Search mode, take you to the Advanced Search Bar if it is visible ALT+S
(Press F6 to return to the fields on the form.)
In accessibility mode, access a menu attached to a character or
diary field
ALT+M
Refresh an unloaded table (when focus is on the table)
Return
Keyboard Shortcuts in the Report Window

To do this:
Press:
Open the Run Macro dialog box where you can select and run a
macro
Ctrl+I
Run Macro
Ctrl+R
Open the Print dialog box where you can print the report
Ctrl+P
Open the Save Report Style As dialog box where you can save the Alt+S
report definition to file
50
Delete the currently selected report style
Delete
Open context-sensitive help
F1
Open context-sensitive help
Shift+F1
Close the report window
Ctrl+F4
Open the Properties dialog box for the selected report
Enter
Internationalization and localization
Internationalization and localization

The BMC Service Request Management 2.2.00 application is localized in the
following languages:
English
Japanese
French
Italian
German
Spanish
Simplified Chinese
Figure 1-13: Localized Request Entry Console
In addition, localized help is available to end users who are working in the Request
Entry Console and the Business Manager Console. It consists of a separate set of
localized HTML help files that are accessed from the web-based forms by clicking
the Help link. For more information on making help available to your users, see
the BMC Service Request Management 2.2.00 Installation Guide.
Chapter 1
51
SRM support for internationalization

SRM is built on AR System, which is a fully internationalized environment. This
environment includes internal support for different character sets and a full suite
of features that enable administrators to produce localized applications. In
addition, support is provided for a locale model in which users can specify their
language and formatting preferences to have the application delivered in the style
that is the most useful to them. With this model, the same application can be
delivered simultaneously to different users in multiple languages.
NOTE
Information in this guide about localization applies only if your version of the
application has been localized.
Localizing SRM
You can localize SRM in the following ways:
You can define Navigational Categories and SRD Levels in multiple languages.
You can define the display properties for application object templates (AOTs),
process definition templates (PDTs), and service request definitions (SRDs) in
multiple languages. The display properties of these object are then
automatically related to each other.
You can define Questions in different languages. The display properties of

Questions (unlike, for example, AOTs) are not automatically tied to each other.
End users can see the SRDs available in their own language.
All the instances created from the SRDservice request, product definition
instance (PDI), application object instance (AOI)are created in the requester
language.
NOTE
For detailed information, see Localizing SRM on page 297.
52
Chapter
Configuring and using SRM

Quick Start
This section is for anyone who quickly wants to configure and use SRM, for
example, to perform proof of concept tasks. Configuration tasks are performed
from the Application Administration Console.
NOTE
Only users with SRM Administrator permissions can configure SRM.

Quick Start overview (page 54)

Defining the SRM application administrator (page 55)
Defining SRM support staff (page 61)
Configuring mid tier and multi-tenancy settings (page 63)
Configuring the Mid Tier to view DVF fields (page 66)
Deploying default SRDs (page 68)
Requesting services in the Request Entry Console (page 71)
Chapter 2
53
Quick Start overview

To get SRM 2.2.00 up and running quickly with a minimum of configuration, the
SRM Administrator and the Service Catalog Manager must perform the following
steps.
IMPORTANT
This section presupposes that you understand basic ITSM 7.x configuration, for
example, you know how to log in to the IT Home page, define users in the People
form, and so on.
Action
Console used
Stage 1Standard configuration

Perform standard configuration of your
company or organization.
Application Administration Console >

Standard Configuration tab
Note: Most customers should already have
performed this step. If you have, you can

ignore this step, except for creating
assignment routing for SRM. For more
information, see the standard configuration
and assignment routing sections in the BMC
Service Request Management 2.2.00
Configuration Guide.
Stage 2General SRM configuration
Define the SRM Administrator.

Standard Configuration tab > People
Define the SRM support staff with

appropriate SRM privileges.

Standard Configuration tab > People
Configure the SRM Application Settings form Service Request Management >Advanced
with the Mid Tier path.
> Application Settings
Verify that the Mid Tier URL needed to
identify the DVF components is correct.
AR System Administration Console >

System > General > Server Information
This step is necessary to make sure that, for

example, the Request Entry Console displays
the navigational categories correctly.
Deploy SRDs
Deploy one of the default SRDs installed with Service Catalog Manager Console
SRM 2.2.00.
View the SRD in the Request Entry Console
Log in to the Request Entry Console and view Request Entry Console
the SRD in the Request Entry Console.
You can also browse or search for it.
If you perform the minimum level of SRM configuration described in this section,
the Service Catalog Manager can successfully deploy one of the default SRDs.
After the SRD is online, it automatically appears in the Request Entry Console.
54
Defining the SRM application administrator
SRM end users can then search for available services, and then submit and view
their requests.

The SRM Administrator is the person responsible for configuring SRM. SRM is
installed with a default application administrator (appadmin), which you can use
to start configuring the applications.
You can assign SRM administration permissions to an existing user account, or
you can create a new user account and assign application administration
permissions. For detailed information on SRM permissions, see the BMC Service
Request Management 2.2.00 Configuration Guide.
The following procedure describes the minimum number of entries that you need
to make to enable the SRM Administrator to configure the SRM application. You
should modify the SRM Administrator entry created here by adding information
when you are configuring your users, as described in Defining SRM support
staff on page 61.
IMPORTANT
Always configure people by opening the People form from the Application
Administration Console. Information that you add or modify on the People form
is automatically updated to the AR System User form, but information updated on
the User form is not updated to the People form.
To define the SRM application administrator

NOTE
The SRM application administrator must have an AR System write license. An
application license to create or modify entries in the Application Administration
Console is also required. You can log on as appadmin to define the application
administrator.
1 Log in to the server as the appadmin user.
2 On the Standard Configuration tab of the Application Administration Console,
select the company for which you want to define the SRM Administrator.
Chapter 2
55
3 Click the Create link next to People.
The People form appears.

Figure 2-1: People form completed for support staff
When you select

Yes for Support
staff, the Support
Groups tab
appears.
Except where noted, fields on this dialog box can be completed similarly for both
support staff and non-support staff.
4 Enter your email address.
NOTE
The default notification method for SRM is email.
5 For the SRM Administrator (and all SRM support staff), select Yes in the Support
Staff field.
The Support Groups tab appears. For the SRM Administrator and all support staff,
you must complete the Login/Access Details tab and the Support Groups tab.
6 Give the person the appropriate SRM Administrator permissions.
a In the Application Permissions area of the Login/Access Details tab, click
Update Permission Groups.

The Permission Group dialog box appears.
56
Figure 2-2: Permission Group dialog box
b In the Permission Group field, select a permission group to add (for example,
SRM Administrator).
Foundation > ASE-Administrator

Foundation > Config Categorization Admin
Foundation > Config Group Mapping Admin
Foundation > Contact Location Admin
Foundation > Contact Organization Admin
Foundation > Licensing
Foundation > Notification Admin
Foundation > Approval Admin
Request > Entitlement Administrator
Request > SRM Administrator
Request > Work Order Config
For more information about permissions, see the BMC Service Request
Management 2.2.00 Configuration Guide.
c If required, select a license type of Fixed or Floating.
d Click Add/Modify for each permission group.
Chapter 2
57
e Add any other needed permission groups.

f When you finish adding permission groups, click Close.
7 If you are using the Company field to restrict access to specific companies,
complete the following steps to give the SRM Administrator access to data within
the applications by assigning the administrator to specific companies. Otherwise,
select Yes in the Unrestricted Access field (the default) on the Login/Access Details
tab of the People form.
IMPORTANT
To give an individual access to information in SRM, you must give the individual
access to specified companies or select Yes in the Unrestricted Access field.
a In the Access Restrictions area, click Update Access Restrictions.
The Access Restrictions dialog box appears.

Figure 2-3: Access Restrictions dialog box
b In the Access Restriction field, select a company for which to add access to the
person.
c Click Add/Modify and then Close.
58
8 Relate the person to at least one support group:

a Click the Support Groups tab.
Figure 2-4: People formSupport Groups tab
b Click Update Support Groups and Roles.
The Update Support Group Memberships and Roles form appears.

Figure 2-5: Update Support Group Memberships and Roles form
c In the Add Support Group Relationship area, select the Company, Support
Organization, Support Group, and Relationship Role.

The relationship roles are Member and Associate Member. These values are
informational only. Member means that the person belongs to the support group.
Associate Member means that the person has access to modify requests assigned
to that support group. Click Make Associate Member or Make Member to
change the relationship role.
Chapter 2
59
d Click Add.
A support person can belong to more than one support group. To select the
primary support group, select the support group, and then click Set to Default.
e To make the person unavailable for assignment such as for change requests or
incidents, click Make Unavailable for each support group to which the person is
related.
9 Click the Functional Role Update tab.
Figure 2-6: Function Role Update tab
You can use this tab to assign SRM functional roles to people within support
groups. Functional roles extend access granted by permissions groups, but only for
specific support groups that are used within the application. For example,
someone might be a member of two support groups but is a SRD Approver for
only one.
10 To add an SRM functional role, complete the following steps:
a In the Add Support Group Functional Role area, select the Company, Support
Organization, and Support Group Name.

Selections in lists for the Company, Support Organization, and Support Group
Name fields on this tab appear only if support groups have been related to the
person on the Support Group Update tab.
b Select a functional role.
c Click Add.
The functional role appears in the table at the bottom of the dialog box. You can
continue to add functional roles.
60
Defining SRM support staff
11 Click Close.
12 In the People form, click Add.
13 You must confirm this persons password.
You can continue to add people records.

14 When you are finished adding people records, click Close.
Defining SRM support staff

IMPORTANT
In this section, you should create one user with Request Catalog Manager
permissions and one end user with Service Request User permissions. You will
need these users later, when the Service Catalog Manager deploys a default SRD,
and when the end user requests the service in the Request Entry Console.
You can create people records with standard settings for SRM support staff from
the Standard Configuration tab of the Application Administration Console.
You must set up a login ID and password for anyone with access to the application,
aside from guest access. People information also includes each persons company,
organization, business and home addresses, desk location, support groups, and
selected additional information. For SRM, you create records for each member of
the support staff. The SRM Administrator must correctly configure people in your
company with the following SRM permission groups:
Service Request User

Business Manager
Entitlement Administrator
Request Catalog Manager
NOTE
The terms Request Catalog Manager and Service Catalog Manager are
synonymous.
Work Order Config

Work Order Master
For detailed information on permissions and roles, see the BMC Service Request
To create support staff records

1 Log in to the server as the SRM Administrator.
2 Open the Application Administration Console.
3 From the Standard Configuration tab, select the appropriate company.
Chapter 2
61
4 To determine whether this person has already been added as a user, complete the
following tasks:
a Click the View link next to Step 4 People.

b Search for the user to add as a member of the SRM support staff, for example,
the user that you want to be the Service Catalog Manager.

c Select the person to define as a member of the SRM support staff.
Information for the selected user appears in the People form.

5 If this person has not yet been added as a user, complete the information for this
person, and then continue with the next step in this procedure.
NOTE
When defining the People records for your support staff, remember that the
default notification method for SRM is email.
6 Click the Login/Access Details tab.
a In the Unrestricted Access field, select Yes.
b In the Application Permission area, click Update Permission Groups. The
Permission Group dialog box appears.

c In the Permission Group field, select each appropriate permission group to add.
You must assign the Service Catalog Manager to the Request Catalog Manager
permission group. Other useful permissions might be Work Order Master or
Task Manager.
d Select the license type if licensing applies to that permission group.
e Click Add/Modify for each permission group.
7 If you are using the Company field to restrict access to specific companies, give the
Service Catalog Manager access to data within the applications by assigning the
manager to specific companies. Otherwise, select Yes in the Unrestricted Access
field on the Login/Access Details tab of the People form.
8 Add the Service Catalog Manager to the membership of at least one support group.
9 Add the SRD Approver functional role to the Service Catalog Manager.
10 Add any remaining information needed to create the support person.
11 Click Close.
The persons information is stored in the AR System User form and the application
People form.
12 Log in to SRM with the new users.
Make sure the SRM users can access the ITSM Home page. Then verify that the
users can view the correct SRM Consoles. For example, a user with Request
Catalog Manager permissions should be able to see only the Request Entry Console
and the Service Request Coordinator Console.
62
Configuring mid tier and multi-tenancy settings
Configuring mid tier and multi-tenancy

settings
The SRM Application Settings form is used to configure the Mid Tier path. This
path must be set correctly, so that you can view the data visualization fields (DVF)
in SRM.
In addition, this form is used to configure multi-tenancy settings for the Request
Entry Console. Use this form to determine if your organization supports multitenancy or usage by a single default company.
You can also use this form to determine if your organization allows unknown
users to access the Request Entry Console to submit service requests, or whether
your organization will use the Request Entry Console as the front-end application.
(For information, see Allowing unknown users access to SRM on page 65.)
IMPORTANT
Multi-tenancy is how access control to data is enforced in Service Request
Management. For example, when you create an SRD, you either specify which
company it belongs to or you designate it as a global SRD. As a result, if the SRD
is attached to My Company, only users who belong to My Company can access it.
But if the SRD is global, then you are allowing any user to see it, regardless of what
company they belong to.
To configure mid tier and multi-tenancy settings

1 Log in to the server as an SRM Administrator.
2 From the Application Administration Console, click the Custom Configuration
tab.
3 From the Application Settings list, choose Service Request Management >
Advanced > Application Settings, and then click Open.

The SRM Application Settings form appears.
Chapter 2
63
Figure 2-7: SRM Application Settings form
4 If Single-Tenancy is displayed in the Tenancy Mode field, specify whether to allow
guest users to access the Request Entry console, as follows:

a In the Allow Unknown Users field, select Yes or No.
b If you select Yes, specify the proxy login information.
NOTE
If Multi-Tenancy is displayed in the Tenancy Mode field, your organization uses
the Company field for access control. You cannot allow guest users to access the
system; only users registered in the People form are allowed access. For
information, see Allowing unknown users access to SRM on page 65.
5 In the Mid Tier Path field, enter the default path of the BMC Remedy mid tier using
the fully-qualified domain name (FQDN) format, for example:

http://255.255.255.255:8080/arsys
http://ccm-five1-vm2.labs.acme.com/arsys
http://chardonnay.labs.acme.com:8080/arsys
IMPORTANT
Make sure the FQDN you enter here matches exactly the mid tier settings you enter
in Configuring the Mid Tier to view DVF fields on page 66.
6 Click Save.
64
Configuring mid tier and multi-tenancy settings
Allowing unknown users access to SRM

The Request Management Application Settings form is used if your organization
allows unknown users to access the Request Entry Console to submit service
requests.
Users are considered to be unknown users if they have not been given login
information, even if they have been defined in the People form.
IMPORTANT
For unknown users who do not have an AR System login to be able to access the
Request Entry Console, the AR System server option Allow Guest User option
must be turned on. The Allow Guest User option is available only when the server
is set to single-tenancy mode. Also the AR Submitter locked mode must be enabled
for users with a read-only license to respond to surveys. The Service Request
Management application must also set up a default People record with a valid
AR System login to be used for unknown users.
To give unknown users access to the Request Entry Console:
Select the AR System Allow Guest User option.

Enable AR Submitter locked mode so users with a read-only license can cancel
requests and respond to surveys.
Set the tenancy mode to Single-Tenancy and add a company name.

Set the Allow Unknown Users option to Yes and add login information.
For information about setting the AR System options, see the BMC Remedy Action
Request System 7.1.00 Configuring guide and the BMC Remedy IT Service Management
IMPORTANT
For unknown users who have an AR System login and no People record, some
organizations might not want guest users to access their systems. In this situation,
the Allow Guest User option does not need to be enabled.
Chapter 2
65
Configuring the Mid Tier to view DVF fields

To view the data visualization fields (DVF) in SRM, you must properly configure
the BMC Remedy Mid Tier.
NOTE
You must perform this task even if you are using BMC Remedy User Tool.
To configure the Mid Tier to view DVF fields

1 Log in to the AR System server with a browser or BMC Remedy User Tool.
2 From the IT Home Page, open the AR System Administration Console.
3 Choose System > General > Server Information.
4 In the Server Information window, click the Advanced tab.
Figure 2-8: Server Information windowAdvanced tab
5 In the Default Web Path field, enter the mid tier URL.
The format is http://<mid-tier-host>[:port]/<context_path>. The default value

for <context_path> is arsys.
For example:
http://ccm-five1-vm2.labs.bmc.com/arsys
Specify the port only if you are not using the default port number of 80. Make sure
you use the FQDN.
For status icons in the Service Categories and the Submitted Requests areas to
function correctly, the URL used to access the Request Entry Console must contain
the current AR System server for the mid tier, which is the value in the $SERVER$
variable.
6 Click OK to save to save your settings.
7 Open the BMC Remedy Mid Tier Configuration Tool:
http://<mid-tier-host>/arsys/shared/config/config.jsp
8 Select General Settings.
66
Configuring the Mid Tier to view DVF fields
9 Enter the AR Server name in the Data Visualization Module Server field.
You should configure the Data Visualization Module on the mid tier to use only
one server.
10 Select AR Server Settings.
11 Add the FQDN of the AR System server for the mid tier.
For example: ccm-five1-vm2.labs.bmc.com

Figure 2-9: AR System server setting in the BMC Remedy mid tier
12 Save your changes.

13 Log in to the server with your web browser, and then open the IT Home Page.
14 In the left navigation pane, click the Request Entry link under Service Request
Management.
15 If you correctly configured the Mid Tier, the Request Entry Console appears.
You should see all the default Service Categories displayed in the main DVF field.
Chapter 2
67
Figure 2-10: Request Entry Console
NOTE
You are finished with the SRM Administrator tasks. The Service Catalog Manager
takes over.
Deploying default SRDs

Three SRDs have been provided for you by default, when you installed the SRM
sample data. You are going to deploy one of these SRDs, as part of the SRM proof
of concept tasks. For detailed information on working with SRDs, see the BMC
Service Request Management 2.2.00 Users Guide.
NOTE
To complete this example, you might need to create employees who are part of the
default My Company.
To deploy default SRDs

1 Log in to your server as a Service Catalog Manager.
2 Open the Service Catalog Manager Console.
68
Deploying default SRDs
Figure 2-11: Service Catalog Manager Console
3 Click the Create button.
The Service Request Definition form appears in New mode.

4 Press F3 to put the Service Request Definition form into Search mode.
5 Search for the On-board Employee SRD.
The On-Board Employee SRD appears.
Chapter 2
69
Figure 2-12: Default On-Board Employee SRD displayed in Service Request Definition form
6 In the left navigation pane, click the Functions and Other Applications tabs to
display their features.

For example, you can modify the default image of the SRD by clicking Change
Image.
7 In the Status field, change the status of the SRD from Draft to Request for
Approval.
TIP
Remember the search terms (new office badge) available for end users in the
Keyword field. You will use them later, when you open the SRD in the Request
Entry Console.
The Take Offline button and the green stoplight appear in the Service Request
Definition form above the Status field.
70
Requesting services in the Request Entry Console
Figure 2-13: Online buttonSRD in Deployed state
The green stoplight alerts you that the SRD has been deployed and is in the correct
date range.
The SRD record is now available online to users from the catalog. End users can
now browse or search for the SRD in the Request Entry Console.
NOTE
You are finished with the Service Catalog Manager tasks. The end user role takes
over.
Requesting services in the Request Entry

Console
The Request Entry Console serves as the front end for the service catalog. It
features a user-friendly interface that allows users to search for available services,
and then submit and view their requests.
You use the Request Entry Console to request a service. The console is the entry
point for users to create, view, update, or cancel their own service requests. After
you submit the service request information, that information becomes populated
in the Request Entry Console itself. You can view the service request record, and
enter more details or modify entries directly from the Request Entry Console.
For detailed information on using the Request Entry Console, see the BMC Service
To request services in the Request Entry Console

1 Log in to your server as a Service Request User.
For more information about configuring user permissions in SRM, see the
instructions for defining SRM support staff in the BMC Service Request Management
2.2.00 Configuration Guide.
2 Open the Request Entry Console.
The Request Entry Console appears.
Chapter 2
71
Figure 2-14: Request Entry Console
3 Search for the SRD that was just deployed by entering one or more of the search
terms (new office badge) and then pressing RETURN.

Any services matching the search criteria are displayed in the Services area of the
Request Entry Console, for example, the On-board Employee SRD.
Figure 2-15: Matching services displayed in Request Entry Console
4 Request the On-board Employee service.
The Provide Information window appears in the Request Entry Console.
72
Figure 2-16: Provide Information stage when requesting a service
5 Enter required date, name, special instructions, and so on, into the form.
6 Submit the request.
You are prompted that a service request was created.
Chapter 2
73
Figure 2-17: Submitted requests displayed in the Request Entry Console
Your service request is then displayed in the list of submitted requests.

7 From this window, end users can perform the following actions:
View the specific details of the request, what stage it is in (for example,
Planning), its service request coordinator (if one is assigned), and so on.
Add activity information to the request.

View the states of your requests (for example, Draft), all open requests, and so
on.
View broadcasts.
Define user preferences.
8 Track the progress as the back-end fulfillment providers work on the request by
clicking Request Details.

As the request is being worked on, it moves through various states, for example,
Waiting Approval. This information is updated in real-time in the Request Entry
Console.
74
Figure 2-18: Viewing request details
NOTE
You cannot see this window if Adobe Flash Player is not installed on your client
system.
As an SRM end user, you can view various details about the service request. You
can review important summary information (for example, REQ000000000100), any
work performed, or the underlying process details in the back-end fulfillments
applications.
9 Close the Request Details dialog box when you are finished.
You have finished the SRM 2.2.00 quick start. From start to finish, you have
accomplished the following tasks:
Installed SRM 2.2.00.

Performed mandatory configuration tasks (for example, configured the mid tier,
created your support staff, and so on).
Deployed one of the default SRDs installed as part of the sample data.
Searched for the SRD in the Request Entry Console and created a service request.
You are now ready to start working with basic and advanced SRM functionality.
10 Start with the basic configuration tasks in the BMC Service Request Management

Follow the steps in the basic configuration overview carefully.
Chapter 2
75
76
Chapter
The Service Catalog Manager usually defines ITs offerings in a Service Catalog
Manager Console and the process for each service request definition (SRD). The
SRD is a type of service offering, communicated to end users through the service
catalog.
NOTE
The Service Catalog Manager must have Request Catalog Manager permissions.

Creating PDTs and SRDsQuick Start (page 78)

Opening the Service Catalog Manager Console (page 80)
Using the Service Catalog Manager Console to manage PDTs (page 81)
Using the Service Catalog Manager Console to manage SRDs (page 86)
Setting Service Catalog Manager Console preferences (page 92)
SRD relationship to PDTs and AOTsDefinition and execution phases
(page 94)
Working with PDTs (page 96)
Service request definition life cycle (page 112)
Working with SRDs (page 113)
Using the approval process with SRDs (page 160)
Defining service targets for SRDs (page 166)
Deploying the SRD (page 172)
System SRDs shipped with SRM 2.2.00 (page 174)
Chapter 3
77
Creating PDTs and SRDsQuick Start

To get SRM 2.2.00 up and running quickly with a minimum of configuration, the
Service Catalog Manager must perform the following steps.
Action
Comments
See the section
Verify from the SRM Administrator

that the application template and the
AOT has been configured for you to
use.
You also need navigational

categories and Browse for Service
details.
See the quick start section in the

BMC Service Request
Management 2.2.00 Configuration
Guide
Open the Service Catalog Manager

Console.
None
Opening the Service Catalog

Manager Console on page 80
See also:
Using the Service Catalog

Manager Console to manage
PDTs on page 81
Using the Service Catalog
SRDs on page 86
Pick one of the process definition
template (PDT) types:
Standard PDT
Quick Launch PDT
Note: You cannot combine PDT and Creating a new standard
SRD types. For example, you

must use a standard PDT with a
standard SRD.
PDT on page 100

Creating a quick launch
PDT on page 109
Localize the PDT.
None
Pick one of the service request

definition (SRD) types:
Note: You cannot combine PDT and Creating a standard SRD on
Standard SRD
Quick Launch PDT

standard SRD.
Add optional information to the SRD, None

for example, locales, service levels, and
so on.
Add the PDT to the SRD.
Localizing PDTs on page 308

page 120
Creating a quick launch
SRD on page 123
Adding optional information
to the SRD on page 125
Note: You cannot combine PDT and Adding a standard process

standard SRD.
template to the SRD on

page 130
Adding a quick launch
process template to the SRD
on page 132
Add questions, text, or service request Note: Not applicable for Quick
fields to the SRD.
Launch SRD.
Associating questions to the

SRD on page 133
Add a business service (configuration

itemCI) to the SRD.
None
Adding a business service to

the SRD on page 146
Include service request approvals,

surveys, or service coordinator group
in the SRD.
None
Entering information into the

Service Request tab on
page 150
Add entitlements to the SRD.
None
Selecting entitlement
information for SRDs on
page 153
78
Creating PDTs and SRDsQuick Start
Action
Comments
See the section
Localize the SRD.
None
Localizing SRDs on page 309
Define SRD approvals.
Note: Not applicable for Quick
Using the approval process

with SRDs on page 160
Launch PDT.
Define service targets for the SRD.
Available only if you have BMC

Service Level Management
installed.
Defining service targets for

SRDs on page 166
Deploy the SRD to your user

community.
Allows you to view the SRD in the Deploying the SRD on

Request Entry Control.
page 172
As the Service Catalog Manager, you can think of your job as creating the
remaining two of the basic building blocks used in SRM.
Figure 3-1: SRM building blocks used to create a PDT and an SRD
If you perform this minimum level of PDT and SRD creation described in this
section and you deploy the SRD, the SRD automatically appears in the Request
Entry Console.
SRM users can then search for available services, and then submit and view their
requests.
NOTE
Summary records created for the ITSM Requester Console are automatically
converted to SRDs when SRM is installed.
Chapter 3
79
Opening the Service Catalog Manager Console

This section discusses how to open the Service Catalog Manager Console.
To use a browser to open the Service Catalog Manager Console

1 Type the following URL in to your browsers address bar:

3 On the IT Home Page form, under the Service Request Management heading, click
the Service Catalog Manager Console link.

The Service Catalog Manager Console appears.
To open the Service Catalog Manager Console from BMC Remedy User
1 Log in to BMC Remedy User using your AR System Login information.
the Service Catalog Manager Console link.

The Service Catalog Manager Console appears.
80
Using the Service Catalog Manager Console to manage PDTs
Using the Service Catalog Manager Console to

manage PDTs
The Service Catalog Manager Console provides a dedicated workspace where you
can manage process definition templates (PDTs). From the Service Catalog
Manager Console, the Service Catalog Manager can define the implementation
process for each catalog offering. The console lets you easily create fulfillment
processes.
Figure 3-2: Service Catalog Manager ConsoleProcess view
For each Service Catalog offering, the Service Catalog Manager can define a
business process. You can reuse these processes for multiple service requests.
According to one Help Desk Institute (HDI) study, if end-to-end business
processes have been mapped, it will be easier and quicker to relate those end-toend processes with supporting IT services. The Service Catalog Manager Console
of the BMC Remedy SRM module supports these best practices as defined by HDI.
Chapter 3
81
The following table shows the Service Catalog Manager Console objects and their
functions, and refers to where you can get more information.
Console area
Function
Reference
Company
(navigation pane)
Specifies which company records you want to

work on.
See Using the Company field to

search for PDTs on page 83.
Console Focus
(navigation pane)
Allows you to switch between editing SRDs (the

default focus) or editing process definition
templates (PDTs).
See Working with PDTs on

page 96.
Functions
(navigation pane)
Allows you to select these features:
For more information, see:
ReportsOpens the Report Console, from

Generating reports on page 39.
where you can generate reports.
Broadcasting messages on
page 35.
BroadcastsOpens the View Broadcasts dialog
box.
Setting Service Catalog Manager
Console preferences on page 92.
PreferencesAllows you to set your application
preferences and options.
Other Applications
(navigation pane)
The navigation pane of the Service Catalog

For more information on
Manager Console also contains links to additional
approvals, see Approving
applications that you have access to:
SRDs on page 164.
For more information on the
Business Manager Console
Business Manager Console and
Request Entry Console
the Request Entry Console, see
Approval ConsoleOpens Approval Console.
the BMC Service Request
The links that are displayed in the navigation pane
Management 2.2.00 Users Guide.
are determined by the applications that are
installed in addition to SRM.
Help button
The Help button is located in the top right corner Not applicable.
of the console. Click Help to access help.
Refresh button
Refreshes the Search Results table. Click Refresh to See Search criteriaManaging
refresh the data in the tables.
PDTs on page 83.
Search Criteria
Lets you filter available PDTs displayed in the

Search Results table using the Search, Clear, and
Default buttons.
See Using the Search Criteria to

view PDTs on page 83.
Search Results
Displays the available PDTs.
See Search criteriaManaging

PDTs on page 83.
Process tab
Lets you review which AOTs are attached to the

PDT.
See Reviewing information in the

Process tab on page 84.
Request Definition
tab
Lets you see SRDs related to the PDT.
See Reviewing SRDs related to the

PDT on page 85.
View button
Click View to open the PDT record that is selected See the following procedures:
in the Search Results table.
Search criteriaManaging
PDTs on page 83.
To view PDT records in the
form on page 85.
Working with PDTs on page 96.
82
Console area
Function
Reference
Create button
Click to open the Process Request Definition form See the following procedures:
in New mode, from where you can create a new Creating a new standard PDT
SRD.
on page 100.
Creating a quick launch PDT on
page 109.
Delete button
Lets you select and delete the PDT.

Note: Do not delete the system PDTs that are
See Buttons used with the PDT

Search Results table on page 84.
installed with SRM. For more information, see

System SRDs shipped with SRM 2.2.00 on
page 174.
Search criteriaManaging PDTs

You can view PDTs according to specific search criteria, regardless of their
associations to people or groups. The top part of the console lets you specify search
criteria, while the Search Results table displays PDTs in different states, based on
your query. The Search Criteria area lets you filter the PDTs you see in the Search
Results table. Leaving all fields blank results in a search for all PDTs that the user
has permissions to view. For more information, see Using the Search Criteria to
view PDTs on page 83.
To make modifications to a PDT, you need to first search for the PDT record.
Using the Company field to search for PDTs

The Company field filters the PDTs displayed in the Search Results table based on
company. The content of this list is tenancy-driven, subject to your access to
various companies. If you have permissions to view only a single company, then
only that company appears in the list. Selecting Global allows only the SRDs that
are designated as Global to appear. Clearing the field allows all records to which
the user has access to appear.
Using the Search Criteria to view PDTs

You can also use the Search Criteria filter at the top of the console to filter which
PDTs you see:
Locale
Allows users to sort PDTs by locale.
Find
Allows users to specify words they want to look up in the PDT. The
check boxes below the Find field allow you to specify the location in the
PDT where the searching takes place.
Title
Performs a contains type search of any term contained in the PDT. For
example, if you search on the word change, the search results display
any PDT that have change as part of the title.
Description
Searches for the description of the PDT.
Category
Searches the Category field on the PDT form.
Search button
Performs the search after you define your criteria.
Chapter 3
83
Clear button
Removes all search criteria.
Default button
Resets all search criteria back to their default settings.
After you perform your search, the results appear in the Search Results table.
When you select a PDT, its details appear in the Details tab.
In the Windows environment, if there are more PDTs than the system can show in
the table, you can see the next grouping of PDTs by placing the pointer in the table
and right-clicking, then choosing either Next or Prev. When using a browser, use
the arrow keys at the top corner of the table.
Buttons used with the PDT Search Results table

Finally, the buttons below the Search Results table allow you to manage the PDTs.
View
Opens an existing PDT in Modify mode.
Create
Creates a new PDT.
Delete
Deletes an existing PDT.
Reviewing information in the Process tab

When you click the Process tab, you can view some of the information of a PDT
from the console, for example, AOTs attached to the PDT.
Figure 3-3: Process tab information
For more information about PDTs, see Working with PDTs on page 96.
84
Reviewing SRDs related to the PDT

When you click the Request Definition tab, you can also view the SRDs related to
the PDT.
Figure 3-4: Request Definition tab information
For more information about PDTs, see Working with PDTs on page 96.
Viewing PDT records in the form

After executing a search for PDTs, you can choose to view more details than are
provided in the Process or Request Definition tabs. You can directly open the PDT
record in its form.
To view PDT records in the form

1 Select the PDT record that you want to open in its form.
2 Click View.
The record opens in the Process Definition Template form in Modify mode.
If PDT is not included in an SRD and the SRD is not pending approval, you can
make modifications to the PDT record. See Modifying SRDs on page 159.
Chapter 3
85
Using the Service Catalog Manager Console to

manage SRDs
The Service Catalog Manager Console provides a dedicated workspace where you
can manage service request definitions (SRDs). Its purpose is to document IT
services and establish the basis for other Service Request Management
components. The service catalog is a repository for all the IT services that will be
available to end users and that are supported by the organization.
Figure 3-5: Service Catalog Manager ConsoleRequest Definition view
The Service Catalog describes services in terms that are meaningful to the end user,
not in terms that have meaning to IT.
86
Using the Service Catalog Manager Console to manage SRDs
The following table shows the Service Catalog Manager Console objects and their
functions, and refers to where you can get more information.
Console area
Function
Reference
Company
(navigation pane)
Specifies which company records you wish to

work on.
See Using the Company and

Console View to search for SRDs
on page 89.
Console View
(navigation pane)
See Using the Company and

Allows end users to specify whom they want to
search the form as. Use the Console View links to Console View to search for SRDs
on page 89.
filter the SRDs displayed in the Search Results
table.
Console Focus
(navigation pane)
Allows you to switch between editing SRDs (the

default focus) or editing process definition
templates (PDTs).
See Working with SRDs on

page 113.
Functions
(navigation pane)
Allows you to select these features:
ReportsOpens the Report Console, from

Generating reports on page 39.
where you can generate reports.
Broadcasting messages on
page 35.
BroadcastsOpens the View Broadcasts dialog
box.
Setting Service Catalog Manager
Console preferences on page 92.
PreferencesAllows you to set your application
Other Applications
(navigation pane)
The navigation pane of the Service Catalog

For more information on
Manager Console also contains links to additional
approvals, see Approving
applications that you have access to:
SRDs on page 164.
For more information on the
Business Manager Console
Business Manager Console and
Request Entry Console
the Request Entry Console, see
Approval ConsoleOpens Approval Console
the BMC Service Request
so that you can view all SRDs pending approval.
The links that are displayed in the navigation pane
are determined by the applications that are
Help button
The Help button is located in the top right corner Not applicable
of the console. Click Help to access help.
Refresh button
Refreshes the Search Results table. Click Refresh to See Search criteriaManaging
refresh the data in the tables.
SRDs on page 88.
Search Criteria
Lets you filter available SRDs displayed in the

Search Results table using the Search, Clear, and
Default buttons.
See Using the Search Criteria to

view SRDs on page 89.
Search Results
Displays the available SRDs.
See Search criteriaManaging

SRDs on page 88.
Details
Lets you review specific information about the

SRD.
See Reviewing the SRD Details on

page 91.
Process Info
Lets you see PDTs related to the SRD.
See Reviewing the SRD Details on

page 91.
Chapter 3
87
Console area
Function
View button
Click View to open the SRD record that is selected See the following procedures:
in the Search Results table.
Search criteriaManaging
SRDs on page 88.
To view SRD records in the
form on page 92.
Modifying SRDs on page 159.
Create button
Click to open the Service Request Definition form See Working with SRDs on
in New mode, from where you can create a new page 113.
SRD.
Delete button
Lets you select and delete the SRD.

Note: Do not delete the system SRDs that are
Reference
See Buttons used with the SRD

installed with SRM. For more information, see

System SRDs shipped with SRM 2.2.00 on
page 174.
Approve button
Lets you select and approve the SRD.
See Using the approval process

with SRDs on page 160.
Reject button
Lets you select and reject the SRD.
See Using the approval process

with SRDs on page 160.
Make Inactive
button
Sets active SRDs to inactive.
See Buttons used with the SRD

Search criteriaManaging SRDs

You can perform different types of searches in the Service Catalog Manager
Console.
You can use the Console View options in the left navigation pane to view only
SRDs that are in some way associated with you through your login ID or group
ID (for example, SRDs created by you, assigned to you or to your support group,
and so on) and that meet your specific search criteria. You execute this type of
search from the Search area near the top of the console. For more information,
see Using the Company and Console View to search for SRDs on page 89.
You can view SRDs according to specific search criteria, regardless of their
associations to people or groups. The top part of the console lets you specify
search criteria, while the Search Results table displays SRDs in different states,
based on your query. The Search Criteria area lets you filter the SRDs you see in
the Search Results table. Leaving all fields blank results in a search for all SRDs
that the end user has permissions to view. For more information, see Using the
Search Criteria to view SRDs on page 89.
To make modifications to an SRD or to submit it for approval if you have not done
so while creating it, you need to first search for the SRD record.
88
Using the Company and Console View to search for SRDs

You can further change the tables contents using the Company and Console View
options in the left navigation pane of the console to see only, for example, all SRDs
that need approval. The Company and Console View options let you sort SRDs by
the following criteria:
Company
Filters the SRDs displayed in the Search Results table based

on company. The content of this list is tenancy-driven,
subject to your access to various companies. If you have
permissions to view only a single company, then only that
company appears in the list. Selecting Global allows only the
SRDs that are designated as Global to appear. Clearing the
field allows all records to which the user has access to
appear.
Myself
Narrows search to only SRDs that you manage.
Customer Organization
Used especially in multi-tenancy environment. Lets you

select a different SRM organization and view the SRDs they
manage.
Other Person
Lets you select a different SRM user and view the SRDs they
manage.
All
Searches for all SRDs regardless of the Service Catalog

Manager.
Needs My Approval
Shows SRDs that are not deployed because they are not
approved yet.
Coming Up...
Lets you view SRDs that will become visible to users in a

certain number of days (the default is 5). You can configure
the number of days in your application settings.
Coming Down...
Lets you view SRDs that will no longer be available to users

in a certain number of days (the default is 5). You can
configure the number of days in your application settings.
Using the Search Criteria to view SRDs

You can also use the Search Criteria filter at the top of the console to filter which
SRDs you see:
Find
Allows users to specify words they want to look up in the

SRD. The check boxes below the Find field allow you to
specify the location in the SRD where the searching takes
place.
Title
Performs a contains type search of any term contained in

the SRD. For example, if you search on the word change,
the search results display any SRDs that have change as
part of the title.
Description
Searches for the description of the SRD.
Keywords
Searches for keywords used in the SRD.
Navigational Categories
Searches all three navigational categories on the SRD form.
Search button
Performs a search after you define your criteria.
Clear button

Chapter 3
89
Default button
Level
Searches for an SRD by its service level, for example, Gold,

Silver, or Bronze.
Status
Searches for an SRD by its status, for example, Draft.
Offline
Searches for all SRDs (default), or if they are online or offline.
When you select an SRD, its details appear in the Details tab.
In the Windows environment, if there are more SRDs than the system can show in
the table, you can see the next grouping of SRDs by placing the pointer in the table
and right-clicking, then choosing either Next or Prev. When using a browser, use
the arrow keys at the top corner of the table.
Buttons used with the SRD Search Results table

Finally, the buttons below the Search Results table allow you to manage the SRDs.
View
Opens an existing SRD in Modify mode.
Create
Creates a new SRD.
Delete
Deletes an existing SRD.
Approve
Lets you select and approve the SRD. The Approve button is
active only if you, as the logged-in user, are the person that
approval is required from, and the SRD requires approval in its
current state. For more information, see Approving SRDs on
page 164.
Reject
Lets you select and cancel the SRD. The Reject button is active
only if you, as the logged-in user, are the person that approval
is required from, and the SRD requires approval in its current
state. For more information, see Approving SRDs on
page 164.
Make Inactive
Sets active SRDs as inactive. The Make Inactive button is active

only for active records. By making a record Inactive, you are
removing it from the Request Entry Console, so that users
cannot select it for a service request.
If you want to reactivate an SRD, see Restoring the SRD to the
online state on page 173.
90
Reviewing the SRD Details

Without opening the SRD form, you can view some of the information of an SRD
from the console.
Figure 3-6: Details area
The Details area allows the manager to review specific information about the SRD,
including:
Description
Status reason
Name of the process that is related to the SRD
For more information about SRDs, see Working with SRDs on page 113.
Viewing a list of SRDs by status

On the Service Catalog Manager Console, you can quickly view a list of SRDs by
their status.
To view SRDs by status

2 From the Status menu list in the Search Criteria area, select a status by which to
view SRDs.
The options are:
DraftThese SRDs are in Draft mode and have not been submitted for
approval.
PendingThese SRDs have been submitted for approval and are pending
approval. An SRD goes into Approved status when all the approvers have
approved it.
Request for ApprovalThese SRDs must be approved before they can be used
in the catalog.
DeployedThese SRDs are now available to users from the Service Catalog.
Chapter 3
91
ExpiredThese SRDs have expired and are no longer available from the
Catalog. When the end date specified for an SRD has passed, the SRD record
automatically sets to the Expired status.
ClosedThese SRDs are not available from the Catalog. You have to manually
set the SRD status to Closed.
RejectedThese SRDs are not available in the Catalog because they have been
rejected for various reasons.
3 Click Search.
A list of SRDs that match the selected status is displayed.
Viewing SRD records in the form

After selecting the offering status by which to filter the list of displayed SRDs or
after executing any other search, you can choose to view more details than are
provided in the Details section. You can directly open the SRD record in its form.
To view SRD records in the form

1 Follow steps 1 and 2 from To view SRDs by status on page 91.
2 Select the SRD record that you want to open in its form.
3 Click View.
The record opens in the Service Request Definition form in Modify mode.
If the record is not pending approval, you can make modifications to the record.
See Modifying SRDs on page 159.
Setting Service Catalog Manager Console

preferences
When you click Preferences, you can view and edit the default appearance of the
Service Catalog Manager Console. Depending on which consoles you have
permissions to access, you can also view their preferences and options.
When the Service Catalog Manager Console opens, you can determine:
Default console settings.

Service request and process defaults, along with console settings, in the Service
Catalog Management Console.
92
Setting Service Catalog Manager Console preferences
To set the Service Catalog Manager Console preferences

1 From the Service Catalog Manager Console, choose Functions > Preferences.
2 Click the Service Catalog Management tab.
Figure 3-7: Application Preferences (for the Service Catalog Manager Console)
3 Modify the default search criteria for the Request Definition View and Process View
as needed.
For example, you might want to display SRDs with a certain status, for example,
Draft, by default in the Request Definition View.
4 Specify the Console Settings:
a From the Default Locale field, select the language that appears by default in the
Locale field on the Service Catalog Manager Console. This setting is used for
Search Criteria, and to set up the defaults for PDT and SRD creation.
b From the Startup Screen field, select if the Request Definition View (default) or
the Process View appears as the Console Focus.

c From the Coming Up Window field, select the number of days to view SRDs that
will become visible to users (the default is 5).

d From the Coming Down Window field, select the number of days to view SRDs
that will no longer be visible to users (the default is 5).

You must close and re-open the Service Catalog Manager Console for the changes
to be displayed.
Chapter 3
93
SRD relationship to PDTs and AOTsDefinition

and execution phases
The SRD is a service offering that is available to end users through the service
catalog, for example, installing a piece of software. An SRD uses process definition
templates (PDTs) and application object templates (AOTs) to perform the actual
work of the service request.
Figure 3-8: SRD execution overviewDefinition and execution phases
The SRD process contains two phases:
Definition phaseThe phase during which the Service Catalog Manager defines
the PDT, includes the PDTs and AOTs in the PDT, and includes the PDT in the
SRD.
Execution phaseThe phase that comprises the associations and sequences of

PDTs used by the SRD, when the SRD is instantiated.
94
SRD relationship to PDTs and AOTsDefinition and execution phases
The process to transform an SRD (the definition phase) into a service request (the
execution phase) is called instantiation. When an SRD template is instantiated at
runtime, the corresponding service request is copied according to the SRD (SRD
template, PDT, association, question, and sequence). The following figure shows
an example of how the SRD process works.
SRD definition
phase
During the definition phase, think of PDTs as the various steps necessary to fulfill
the SRD. To install Adobe Acrobat, you might create an SRD associated to a PDT
that creates incident and change requests that will be assigned to the proper
backline staff, for example, the IT group that handles software installations.
Depending on the complexity of the processes necessary to complete the service
request, a PDT can be nested inside another PDT. One PDT can contain other
PDTs.
TIP
You should create only a manageable number of SRDs and navigational categories.
Needlessly proliferating the number of available services to end users can slow the
performance of search operations in the Request Entry Console.
For example, you could create a multi-purpose, generic PDT that could be reused
for all your incident requests, another for software change requests, another for
computer change requests, another for telecommunication change requests, and so
on. These generic PDTs might never be directly associated with an SRD, but only
used when nested inside a more specific PDT. In this way, you could create a
specific PDT that includes a combination of nested PDTs, such as the generic
incident PDT and the generic software change PDT, or a combination of the generic
incident PDT and the generic computer change PDT, and so on.
Figure 3-9: Sample SRD and PDT definition
Chapter 3
95
During the definition phase, you associate each PDT with one or more application
object templates (AOTs), one or more nested PDTs, or a combination of AOTs and
PDTs. An AOT is the interface to the back-end application that is needed to fulfill
the request. For example, an AOT could be defined that creates an incident request,
another AOT that creates a computer change request, and so on. When defining a
PDT, you specify the order in which the AOTs and nested PDTs are activated.
SRD execution
phase
During execution, the SRD becomes instantiated as a service request. AOTs

become instantiated as application object instances (AOIs) of the back-end
applications, for example, incidents and change requests. PDTs become
instantiated as process definition instances (PDIs).
The following actions occur during the SRDs execution phase:
Step 1 The SRD becomes instantiated as a service request.

Step 2 The first PDT become instantiated as a process definition instance (PDI).
Step 3 Its associated AOTs become instantiated as application object instances (AOIs) of
the back-end applications (for example, incidents, change requests, or work

orders).
Step 4 The next PDT in sequence is instantiated as a process definition instance (PDI).
Step 5 Its associated AOTs become instantiated as application object instances (AOIs),
and so on.
Working with PDTs

A Process Definition Template (PDT) is an intermediate object that relates AOTs to
SRDs. In other words, a PDT can define the process used to fulfill a specific service
request, for example, creating an incident request and a series of change requests
for a hard drive upgrade.
As a best practice, simplify the design of your PDTs to make them easily reusable.
A single PDT can be related to multiple SRDs.
NOTE
A PDT can be nested inside other PDTs, but you can nest PDTs only up to six
levels.
You use the Process View of the Service Catalog Manager Console to create and
manage PDTs. PDTs are not directly used by themselves; they are intended for use
only with SRDs.
96
Working with PDTs
Figure 3-10: Process View to create and manage PDTs
Searching for existing PDTs from the Process View of the Service Catalog Manager
Console works similarly to searching for SRDs on the Request Definition View of
the Service Catalog Manager Console. You can use the Company field on the
console to filter the PDTs displayed in the Search Results table based by company.
The content of the Company field menu is tenancy-driven, subject to your access
to various companies.
For example, if you have permission to view only a single company, then only that
company appears in the Company field menu list. Selecting - Global - allows
only the PDTs that are designated as - Global - to appear. Clearing the Company
field on the Console displays records for all companies to which the end user has
access.
The Search Criteria area on the top part of the console lets you specify search
criteria. The Search Results table displays PDTs that match the criteria specified in
the Search Criteria area and the Company selected at the top of the console. In this
way, the Search Criteria area lets you filter the PDTs you see in the Search Results
table.
When you select a PDT from the Search Results table, the Applications tab to the
right of the Search Results table shows all application object templates (AOT) and
nested process definition templates (PDTs) associated with the selected PDT. Click
Add to include additional AOTs or nested PDTs with the selected PDT.
Chapter 3
97
Finally, the Request Definition tab to the right of the Search Results table allows the
Service Catalog Manager to view which SRDs the selected PDT is related to. In
addition, when you select an SRD, the relationship to the SRD and its flow can be
modified by the Service Catalog Manager by clicking the Association/Flow Editor
button.
Figure 3-11: Applications and Request Definition tabs in the PDT
Creating a PDT includes adding other nested processes (PDTs) and application
object templates (AOTs) that are needed to complete a service request. Application
object templates can include work orders, the 7.0 ITSM Change Management and
Incident Management applications (if these applications are installed), or Quick
Launch AOTs.
SRDs are not directly related to AOTs. The SRD uses one PDT (which is related to
the AOTs and PDTs) to define the process that fulfills the request.
Figure 3-12: Relationship of SRD to PDTs and AOTs
98
Working with PDTs
PDT definition
phase
During the definition phase, you create PDTs to include the following elements:
You associate processes and application object templates (AOT) with the PDT.
A PDT can also be nested inside other PDTs, up to six levels. As a rule of
thumb, however, you should avoid creating too many layers of nested PDTs, to
avoid performance problems on the server.
You can specify the order in which the processes and AOTs are activated. You
can order them to run either in parallel (in any order) or in strict sequence (1, 2,
3, and so on). You also skip sequences, for example, 1, 3, 5, and so on.
For example, activating a phone line for a new employee requires that SRM
create the following change requests:
Verify the employees specific details.

Search for an available phone number to assign.
Activate the line.
Test the line.
Schedule an appointment for a technician, if necessary.
Notify the employee that the service is active.
When you have finished defining the PDT, you can verify the exact sequence of the
processes and AOTs in the Process View of the Service Catalog Manager Console.
Figure 3-13: Sequence of PDTs and AOTs in the SRD
For a similar view of the processes and AOTs in the Process Definition Template
form, see Viewing and modifying PDT properties on page 106.
PDT execution
phase
During the execution phase when a user requests a service from the catalog and
the PDT is instantiated as a series of change requests, fulfillment providers can
perform some of these changes at the same time in parallel, but some changes must
be performed in a strict sequence.
When the processes and AOIs run in parallel, SRM simultaneously creates one
change request to activate the phone line and another change request to search for
an available phone line. The back-end fulfillment providers can work on their
requests at the same time. When activating a phone line, you can design a PDT that
creates one request to verify the employees specific details and another to search
for an available phone line to assign. These two requests can be performed in any
order.
Chapter 3
99
When the processes and AOIs run in a strict sequence to activate a phone line, SRM
creates the first change request to activate the phone line. Only when the first
change request is completed does SRM create the second change request. As a
result, the assignee must completely finish the first change request before the
second assignee can start testing the phone line. In turn, both these requests must
be completed before SRM creates the third request to notify the employee that the
phone line is active.
If you have also have Service Request User permissions, you can open the request
in the Service Requests form and view the application instances that were created
in the Processes and Questions tab.
Figure 3-14: Application instancesService Requests form
For example, this service request shows you that SRM instantiated three change
requests. The underlying PDT specified that the processes run in parallel. As a
result, you can see that AOI AOI000000001301 created change request
CRQ000000000898, and the change request is in the Planning In Progress state.
For more information about using the Service Requests form, see the following
sections:
Viewing important details in a service request on page 267

Troubleshooting processes related to the service request on page 272
Creating a new standard PDT

Using the SRM Visual Process Editor lets you add nested processes (PDTs) and
application object templates (AOTs) to the standard PDT, which are needed to
complete a service request. When creating a standard PDT, you must use the
Visual Process Editor to associate all relevant AOTs and PDTs to it.
NOTE
Several PDTs are installed by default as part of the SRM sample data. You can use
these as models when creating your own PDTs.
100
Working with PDTs
To create a new standard PDT (and associate PDTs and AOTs to it)
1 Open the IT Home page using Request Catalog Manager permissions.
2 Click the Service Catalog Manager Console link.
3 Click the Console Focus link in the left navigation pane, and then click Process.
The Process View appears in the Service Catalog Manager Console.

4 Click Create.
The Process Definition Template form appears, with the new SRM Visual Process
Editor functionality in place. You can see that the Process Definition Template
form has very different components in place for adding PDTs and AOTs.
Visual Process Editor tab

Object List tabShows the active instances based on the Company and the
Request Type.
Properties tabShows the properties and values based on the Company and the
Request Type.
Process and Process Group legend
Editor workspaceWorkspace in which you can drag-and-drop AOTs and

PDTs to build the process.
Figure 3-15: Process Definition Template form (for standard PDTs)
5 Enter the basic information for the PDT, for example, name and description.
Chapter 3 Service Catalog Manager role
101
6 Add a company to the PDT.
The company can represent internal groups or business units as well as external
vendors or customers. If you select Global, any end user including guests can
access the PDT.
NOTE
PDTs can be used in a multi-tenancy environment.
7 Define the category.
You can select a category from the menu, for example, Generic. You can also enter
a new PDT category, for example, Change Management, Incident Management, or
Work Order. After you save the PDT, you can select these categories from the
Category menu. If multi-tenancy is enabled, not all categories will be available to
all managers.
8 Specify the status, for example, Active.
9 Specify the Standard request type.
A standard SRD is linked to a PDT. In the PDT context, a standard SRD means
that the Service Catalog Manager must select PDTs of the same request type, or
AOTs that are TEMPLATE or NO TEMPLATE type.
For more information, see Creating a standard SRD on page 120. For more
information on AOT template types, see the BMC Service Request Management
10 Click the Visual Process Editor tab to associate an application object or process to
the PDT.
You use the components in this tab to add or remove process or application object
templates.
a Drag-and-drop PDTs and AOTs to add processes into the workspace.
You can also insert PDTs and AOTs into the process.
When designing your process, you can mix-and-match any combination of
PDTs and AOTs as needed for a Standard SRD.
102
Working with PDTs
Figure 3-16: Adding PDTs and AOTs to the process
The templates are activated in the visual sequence displayed in the workspace.
Here the Install office for new employee PDT runs first, the Create a
change AOT, Create an incident AOT, and Change Sample with
Questions PDT run second, and so on. As displayed, when you specify that
processes are in the same level, they run in parallel.
b To rearrange PDTs and AOTs, select the object in the workspace and drag it to
its new level.

Figure 3-17: Dragging PDTs or AOTs to different levels
You can drag the Create a Change PDT to a new level, next to the Install
office for new employee PDT.
103
c To delete an object, select it and click Delete.
You are prompted to confirm the Delete operation. Click Yes to delete the
selected component.
11 Localize your PDT, as needed.
For information, see Localizing PDTs on page 308.

12 Save your changes on the Process Definition Template form.
13 Close the Process Definition Template form when you are finished.
14 Re-open the PDT you just created.
The Process Definition Template form now displays a Usage tab, which lets you
view related PDTs and SRDs.
The Usage tab contains a metrics area that provides a running total of how many
times this PDT has been requested. The Request Frequency field is updated every
time the PDI is instantiated from this PDT.
15 To view a list of PDTs or SRDs related to this PDT, perform the following steps:
a Click the Usage tab.
b From the Show field, select Related Process Definition Templates. This action
shows the PDT parent for the current PDT.

Figure 3-18: Process Definition Template formAdditional process displayed
You can also select Related Service Request Definitions to view the SRDs that
use this PDT.
104
Working with PDTs
c If you added a PDT or SRD and it does not appear in the list, click Refresh.
Adding work information to the PDT

You can add work information to the PDT. The work information for each task is
displayed in the Work Info History area on the Process Definition Template form.
Use this feature to add work information regarding tasks performed on the PDT.
For example, you can track a PDTs progress by recording the steps you took to
implement it in the work history.
To add work information to the PDT

1 Click the Work Info tab.
Figure 3-19: Process Definition Template formWork Info tab
2 From the Work Info Type list, select the type of work information you want to add,
for example, General Information.

3 From the Source list, select the source of this information.
Information sources can include, for example, email, system assignment, or the
Web.
4 Enter the details of your work information record in the Date, Summary, and Work
Info Notes fields.

5 To add attachments to the record, right-click in the attachment table and then click
Add.
6 From the Locked list, select Yes or No to lock the log.
NOTE
If you select Yes, you cannot modify the work log after you save it.
105
7 From the View Access list, select Internal or Public.
Internal specifies that you want only users within your organization to see the
entry.
Public specifies that you want everyone with access to the system to see the
entry.
8 When you have finished, save your changes.
The Save operation adds your entry to the tasks work history. The Show field
allows you to filter specific work entries based on the type of activity displayed in
the table.
9 To see an AR System report of the activities you performed against this task, click
Report.
The Report Preview dialog box appears, to display the work information entries.
You can create AR System reports using the Report Selection and Report Creator
forms. Reports created using the Report Creator form automatically create an entry
to the Report form when submitted. For more information, see the following
documentation:
BMC Remedy User help

BMC Remedy Action Request System 7.0 Installing and Administering BMC Remedy
Mid Tier guide
10 To display all existing entries for work information history, click View.
11 When you are finished, save your PDT.
Viewing and modifying PDT properties

When the Process Definition Template form is in New mode, or when you have
taken the SRD offline (if the PDT is associated with an SRD), you can view the
properties of the PDTs and AOTs that are associated with the PDT.
To view and modify PDT properties

1 Search for the PDT in the Service Catalog Manager Console.
2 Click View to open the PDT in Modify mode in the Process Definition Template
form.
3 Click the Visual Process Editor tab to display the properties and values that are
associated with the objects in the process.
106
Working with PDTs
Figure 3-20: Properties and values displayed in Visual Process Editor tab
4 Select an object in the workspace to view its properties and values.

5 Click the Properties tab.
6 Modify the processes and AOTs associated with the PDT.
You can add, modify, or delete processes and AOTs as needed.

8 Close the dialog box when you are finished.
Using the SRM Visual Process Editor to view processes

from the Service Catalog Manager Console (in the
Process View)
In the Process View of the Service Catalog Manager Console, you can view AOTs
and PDTs attached to an SRD with the SRM Visual Process Editor.
To view processes in the Service Catalog Manager Console with the SRM
Visual Process Editor

107

Figure 3-21: Service Catalog Manager ConsoleProcess View
4 Perform a search to view a list of available processes.

5 Select a process from the Search Results list.
Information about the process is displayed in the Process tab.

6 Click View Process.
108
Working with PDTs
Figure 3-22: Visual Process Editor window
The information displayed in this window is read-only if the SRD is deployed. If

the SRD is offline or not deployed, you can modify the process objects.
Creating a quick launch PDT

The Quick Launch PDT launches a URL in another window and completes the
service request. These SRDs do not require approval. In the PDT context, the
Service Catalog Manager must select Quick Launch AOTs.
NOTE
Several PDTs (including a quick launch PDT) are installed by default as part of the
SRM sample data. You can use these as models when creating your own PDTs.
To create a quick launch PDT


4 Click Create.
5 Enter the basic information for the PDT, for example, name and description.
109
6 Specify the Quick Launch request type.
Quick launch request types launch a URL in another window and complete the
service request. These service requests do not require approval. In the PDT context,
the catalog manager must select Quick Launch AOTs.
For more information, see Creating a quick launch SRD on page 123. For more
information on AOT template types, see the BMC Service Request Management
7 Add a company to the PDT.
The company can represent internal groups or business units as well as external
vendors or customers. If you select Global, any end user including guests can
access the PDT.
NOTE
PDTs can be used in a multi-tenancy environment.
8 Define the category.
You can select a category from the menu, for example, Generic. You can also enter
a new PDT category, for example, Change Management, Incident Management, or
Work Order. After you save the PDT, you can select these categories from the
Category menu. If multi-tenancy is enabled, not all categories will be available to
all managers.
9 Specify the status, for example, Active.
10 Click the Standard Editor button to associate an application object or process to the
PDT.
The Add/Change Processes dialog box appears. You use this dialog box to add or
remove Quick Launch AOTs.
Figure 3-23: Add/Change Processes dialog box
110
Working with PDTs
11 Select an AOT from the list.
The dialog box closes, and you are returned to the Process Definition Template
form.
12 Save your changes on the Process Definition Template form.
13 Localize your PDT, as needed.
For information, see Localizing PDTs on page 308.

15 Re-open the PDT you just created.
The Process Definition Template form now displays a Usage tab, which lets you
view related PDTs and SRDs.
The Usage tab contains a metrics area that provides a running total of how many
times this PDT has been requested. The Request Frequency field is updated every
time the PDI is instantiated from this PDT.
16 To view a list of PDTs or SRDs related to this PDT, perform the following steps:
a Click the Usage tab.
b From the Show field, select Related Process Definition Templates or Related
Service Request Definitions.

This action shows an SRD related the current PDT.
Figure 3-24: Process Definition Template formRelated SRD displayed
c If you added a PDT or SRD and it does not appear in the list, click Refresh.
111
Service request definition life cycle

The Service Catalog Manager Console contains a set of service request definitions
(SRDs) that define the business process for fulfilling the service. An SRD is a type
of service offering that is communicated to end users through the Service Catalog
Manager Console. Each entry or record is a specific Service Catalog Manager
Console offering.
An SRD has various states to indicate its position in the life cycle. By default,
approval is required for certain state transitions, for example, to move an SRD
from Request for Approval to Deployed. Notifications might be sent at certain
points in its life cycle to alert users that certain events have occurred.
Generally, a new SRD starts in Draft mode and becomes visible for selection by
service requesters when it is in Deployed state and within the specified effective
dates. After the end effective date, the Service Catalog Manager can re-enable the
SRD by resetting the effective dates. After an SRD is in Closed state, it cannot be
deployed and becomes inaccessible to the service requesters.
The following diagram shows the life cycle of an SRD entry. See Preparing SRDs
for deployment on page 113 for more information.
Figure 3-25: SRD life cycle
112
Working with SRDs
Preparing SRDs for deployment

You must perform the following steps to deploy an SRD and make it available to
end users:
Step 1 Create the SRD and keep it in the Draft state until you are ready to submit it for
approval.
Step 2 Make sure the Start Date is up-to-date. Otherwise, the SRD will not be online.
Step 3 Make any necessary changes to the SRD until it is ready for approval, and then
change the status of the SRD to Request for Approval. When you save the SRD, the
approval process starts.
Step 4 In the approval cycle, the following stages might occur:
SRD is approvedYou are ready to deploy it.

Approver needs more informationStatus is set to Pending and the Status
Reason is set to More Information. You must provide the information to the
approver, which means modifying the SRD and then resubmitting it for
approval.
SRD is rejectedWhen an approver rejects the SRD, the Status is set to Rejected.
The Service Catalog Manager can move the SRD to the Draft state and resubmit
it for approval later.
Step 5 After the SRD is approved, set its status to Deployed to make it available to end
users.
Working with SRDs

Service Catalog Managers use the Service Request Definition form to manage an
SRD and track its progress from Draft to Deployed. You can use this form to
associate the SRD to PDTs, business service CIs, approvals, and service targets.
113
Figure 3-26: Service Request Definition form
Before you begin searching, creating, or modifying information in the Service

Request Definition form, you must understand the information relationships
involved in the different areas of this form, for example, the required information
to create the SRD.
Using the Functions tab

You can perform important functions from the Functions tab in the left navigation
bar of the Service Request Definition form.
Change Image
This option is visible only when the Service Request Definition

form is in New mode or taken offline.
For information, see Changing the SRD image on page 115.
Show/Hide Fields

For information, see Configuring visible fields in the Request
Entry Console on page 116.
114
Working with SRDs
Manage Notifications This option is visible only when the Service Request Definition
For information, see Managing service request notifications on
page 117.
View Audit Log

form is in Modify mode.
For information, see Viewing the SRD audit log on page 118.
Changing the SRD image

After you have created an SRD, you can specify which image is displayed to end
users in the Request Entry Console. For example, the SRM Administrator might
have used the default light bulb image for the SRD. As the Service Catalog
Manager, you now can use a different image.
NOTE
You can define the image only when the Service Request Definition form is in New
mode or taken offline.
To configure which image appears in the Request Entry Console

1 In the Service Catalog Manager Console, click the Create button.

2 Choose Functions > Change Image.
The Browse for Service Details dialog box appears.

Figure 3-27: Browse for Service Details dialog box
3 Specify a different SRD image to be visible to end users.

4 Click OK to close the dialog box.
5 Save the SRD.
You must save the SRD to save the image settings.
115
Configuring visible fields in the Request Entry Console

After you have created an SRD, you can specify which fields are hidden or visible
to end users during the various stages of a request. For example, you can specify
that your end users should be able to see the expected completion date of their
request during the Provide Information stage.
NOTE
You can define visible and hidden fields only when the Service Request Definition
To configure which fields are visible in the Request Entry Console


2 Choose Functions > Show/Hide fields.
The Show/Hide Options dialog box appears.

Figure 3-28: Show/Hide Options dialog box
3 Specify which fields in the SRD should be visible to end users:
116
Field
Description
Review a service
Lets the Service Catalog Manager select which SRD fields

to show during the Review stage in the Request Entry
Console.
Turnaround Time
Defines turnaround time for this SRD in Hours, Days,

Months, or Years.
Price
Actual price of this SRD.
Working with SRDs
Field
Description
Provide Information

to show during the Provide Information stage in the
Request Entry Console.
Expected Completion
Date when the user can expect the request to be finished.
Date Required
Date when the user requires the request to be finished.
Phone
Phone number of the user.
Email
Email address of the user.
Attachment
Allows users to add an attachment to the service request.
Instructions
Instructions that you want requesters to view. Requesters

see your text in the Provide Information stage when they
are requesting a service in the Service Request Console.
Quantity
Number of SRD ordered.
Viewing a Request

to show during the Summary stage in the Request Entry
Console.
Service Coordinator
Name of service request coordinator overseeing the

request.
Price
Request Details

to show on the Request Details dialog box.
Expected Completion
Date when the user can expect the request to be finished.
Date Required
Name of the user requesting the service.
Phone
Phone number of the user.
Email
Email address of the user.
Price
Price of the SRD.
Service Coordinator
Name of the service request coordinator overseeing the

request.
Quantity
Number of service requests ordered.

5 Save the SRD.
You must save the SRD to save the Show/Hide field settings.
Managing service request notifications

You can configure the states when notifications for the service request are sent to
SRM administrators and end users, based on the SRD. For example, you can
specify that, when the service request is approved, the end user is notified.
By default, notifications are not sent to the requester of an action. For example, take
the Notify End User On Submit action. When Mandy Manager submits a request,
she is not notified because she performed the action. But if she requests a service
on behalf of Fred User, Fred (but not Mandy) receives a notification that the
request has been submitted.
117
NOTE
You can define notifications only when the Service Request Definition form is in
New mode or taken offline.
To manage notifications

2 Choose Functions > Manage Notifications.
The Request Notifications Configuration dialog box appears.

Figure 3-29: Request Notifications Configuration dialog box
You use this dialog box to define the notification settings for the service request
created when the SRD is selected.
By default, the following actions trigger notifications:
Notify End User on Complete

Notify End User on Pending
Notify Assignee on Assignment
Notify Approver on Waiting Approval
3 Select or clear additional event states that trigger a notification.
5 Save the SRD to save your notification settings.
Viewing the SRD audit log

Service Catalog Managers can use the audit log to view the history of certain fields
on the SRD, such as Status, Service Catalog Manager, Service Request Approval,
Cost, Business Service CI, Turnaround Time, Account Number, and Status Reason.
They can also view the notification trail.
118
Working with SRDs
NOTE
This information is read-only. You can view it only when the Service Request
Definition form is in Modify mode.
To view the audit log

1 Perform an SRD search.
For types of searches you can use, see Search criteriaManaging SRDs on
page 88.
2 From the list of matching SRD records in the Search Results table, select the record
you want to modify.

3 Click the Functions link in the left navigation pane, and then click View Audit Log.
The View Audit Log dialog box appears.

Figure 3-30: View Audit Log dialog box
4 To view notification audits, click the Notification Audit tab.

5 Select a notification from the list that appears in the table, and then click View.
6 Close the Notifications dialog box when you are finished.
7 Close the View Notifications dialog box.
119
Using other consoles

The navigation pane of the form also contains links to view additional applications
that you have access to:
ReportsOpens the Report console. For information, see Generating reports

on page 39.
Request EntryOpens the Service Request Console.

Catalog ManagerOpens the Service Catalog Manager Console. For more
information, see Using the Service Catalog Manager Console to manage SRDs
on page 86.
Approval ConsoleOpens the Approval Console so that you can view all SRDs
pending approval. For more information, see Approving SRDs on page 164.
Any other links that are displayed in the navigation pane are determined by the
Creating a standard SRD

New services are processes with associated fulfillments to carry out the request.
The standard SRD must include the following features:
Standard request typeThe service catalog is typically a comprehensive set of

requestable standard services.
You can also create a quick launch SRD that does not require approval. For more
information, see Creating a quick launch SRD on page 123.
Defined integration into the fulfillment application, such as a work order or a

change template. You have the ability to add URLs to the catalog (quick launch
functionality).
Complete the information required on the SRD form to submit it for approval.
Bold field labels indicate that a value is required. However, the more information
you provide, the greater the chances are that the SRD will not be rejected as
pending further information.
IMPORTANT
For a complete list of steps to create an SRD, see Creating PDTs and SRDsQuick
Start on page 78.
120
Working with SRDs
To create a standard SRD

1 From the Service Catalog Manager Console, click Create.
The Service Request Definition form opens in New mode.

Figure 3-31: Service Request Definition formNew mode (browser client)
NOTE
Some of the fields are prefilledthe Status is set to Draft and the Needs Approval
field (on the Service Request tab) is set to Yes (when you select a Standard request
type). The Service Request Definition ID is generated automatically when the SRD
is saved.
In the Draft state, a yellow stoplight appears in the Service Request Definition form
above the Status field.
Figure 3-32: Yellow stoplight
The yellow stoplight alerts you that the SRD is pending (that is, the SRD is not
deployed or not online).
121
2 Enter the required information (fields in bold):

Field Name
Description
Company
Specify the company the SRD is tied to. The end user
must belong to this company to see the SRD. If the SRD is
Global, all users have access to it.
Title
Enter a descriptive title for the SRD record.
Description
Enter a detailed description of the SRD.

In addition, you can enter any value that can be read by a
browser. For example, you can enter the URL of your
company or the URL for a form on the web. The web
page, form, or interpreted code appears in the
Description field when requesters access the SRD.
For example, you could add the following HTML
snippet:
<a href="http://www.bmc.com"
target="_blank">BMC</a>.
When embedding HTML, you must use the
target="_blank" code; otherwise, the link tries to
open inside the field but fails. Using the _blank targets
opens to a new window, outside the Request Entry
Console.
Status
The status is set to Draft.

Note: Leave the Status set to Draft until you are ready to
submit the SRD record for approval.

Navigation Categories
Category 1
Define the SRD record by selecting its Category 1 type,

for example, Hardware.
Request Type
Select Standard.
The Standard request type must be linked to a standard
type PDT. A standard PDT contains processes that result
in the instantiation of back-end requests.
For more information, see Creating a new standard
PDT on page 100.
122

Company
Select the catalog managers company from the list.

Name
Enter the catalog managers full name.
Needs Approval
(in the Service Request tab)
Specifies if the request created from this SRD needs

approval. The default is Yes.
You use this field with SRD approvals. For more

information, see the BMC Service Request Management
Working with SRDs
3 Click Save.
The SRD is now created in Draft status. You cannot move the SRD to a different
state (for example, Pending or Deployed) until you define a start date and the SRD
is approved.
Creating a quick launch SRD

You can create a quick launch SRD that opens a URL in another window. The
service request generated from a quick launch SRD does not require an approval,
unlike the other SRDs predefined in the service catalog.
During the definition phase, you associate a quick launch SRD with a quick launch
process template that uses a URL to create the service request. Make sure you
complete the information required on the SRD form. Bold field labels indicate that
a value is required.
During the execution phase, this results in a quick launch service request when
the SRD is instantiated.
IMPORTANT
For a complete list of steps to create an SRD, see Creating PDTs and SRDsQuick
Start on page 78.
To create a quick launch SRD

1 Open the Service Request Definition form by clicking Create from the Service
Catalog Manager Console.

The Service Request Definition form opens in New mode.
NOTE
Some of the fields are prefilledthe Status is set to Draft and the Needs Approval
field (on the Service Request tab) is set to No (when you select a Quick Launch
request type). The Service Request Definition ID is generated automatically when
the SRD is saved.
In the Draft state, a yellow stoplight appears in the Service Request Definition form
above the Status field.
Figure 3-33: Yellow stoplight
The yellow stoplight alerts you that the SRD is pending (that is, the SRD is not
deployed or not online).
123
2 Enter the required information (fields in bold):

Field Name
Description
Company
Specify the company the SRD is tied to. The end user
must belong to this company to see the SRD. If the SRD is
Global, all users have access to it.
Title
Enter a descriptive title for the SRD record.
Description
Enter a detailed description of the SRD.

In addition, you can enter any value that can be read by a
browser. For example, you can enter the URL of your
company or the URL for a form on the web. The web
page, form, or interpreted code appears in the
Description field when requesters access the SRD.
For example, you could add the following HTML
snippet:
<a href="http://www.bmc.com"
target="_blank">BMC</a>.
When embedding HTML, you must use the
target="_blank" code; otherwise, the link tries to
open inside the field but fails. Using the _blank targets
opens to a new window, outside the Request Entry
Console.
Status
The status is set to Draft.

Note: Leave the Status set to Draft until you are ready to
submit the SRD record for approval.

Category 1
Define the SRD record by selecting its Category 1 type,

for example, Hardware.
Request Type
Select Quick Launch.

The Quick Launch request type must be linked to a Quick
Launch type PDT. A Quick Launch PDT contains an AOT
that points to a URL. It does not require approval to be
created by a requester.
For more information, see Creating a quick launch PDT
on page 109.
124

Company
Select the catalog managers company from the list.

Name
Enter the catalog managers full name.
Needs Approval
(in the Service Request tab)
Specifies if the request created from this SRD needs

approval. The default for Quick Launch SRDs is No.
The contents of this field with SRD approvals. For more

Working with SRDs
3 Click Save.
The SRD is now created in Draft status. You cannot move the SRD to a different
state (for example, Pending or Deployed) until you define a start date and the SRD
is approved.
Adding optional information to the SRD

The SRD can include the following features:
Service level targets based on a standard of service, for example, a gold level
of service that has a price of $1000 with a two-day turnaround in contrast to a
bronze level of service that has a price of only $100 with a five-day
turnaround.
Locale, for example, en_US or fr_FR

Price, estimated cost, and expected turnaround time
Version number
Default account number or project ID
Optional survey to be completed by the user after the request is completed
An SRD can also use an advanced interface form to collect request information
from the end user. The advanced interface form mechanism allows complex
validation of answers and custom flow of the UI for user interaction. For detailed
information, see the appendix.
To enter optional information to SRDs

1 Complete steps 1 through 3 from Creating a standard SRD on page 120 or
Creating a quick launch SRD on page 123.

2 Enter the following optional information to the Service Request Definition form:
Field Name
Description
Version
Define the version level of the SRD, as you manage the

development, test, and production life cycle, for example,
00.80 for Beta, or 01.00 for first roll out to customers.
Locale
Specify the locale to deliver the SRD in the language that

is the most useful to your users.
You can deliver localized SRDs to different users,
simultaneously, in multiple languages with different
display properties.
For more information, see Localizing SRDs on
page 309.
125
Field Name
Description
Level
Select the service level for the SRD, for example, Gold,
Silver, or Bronze. The SRM Administrator configures
these levels for you. For more information, see the BMC
Service Request Management 2.2.00 Configuration Guide.
In addition, see Defining service targets for SRDs on
page 166.
Keywords
Enter aliases (keywords) used to search for SRDs in the

Requesters can enter these keywords when they search
for services in the Request Entry Console.
Instructions
Enter any instructions that you want requesters to view.

Requesters see your text in the Provide Information stage
when they are requesting a service in the Request Entry
Console.
Note: If you do not define any instructions in the SRD, the
Instructions field is not displayed in the Request Entry

Console.
Status Reason
Explains why an SRD is in its state.

Status reasons are specific to the SRD state. For example,
the only choice you can enter if the SRD is in the Pending
state is More Information. For more information, see
SRD status reasons on page 129.
Leave this field blank until you are ready to submit the
SRD record for approval.
Category 2
and Category 3
Further define the SRD record by selecting category tiers

2 and 3.
3 Enter the following optional information into the Definition tab:

Field Name
Description
Advanced Interface Form
Select an alternate set of questions to display in the

For information, see Adding an advanced interface form
to the SRD on page 129.
Process Template
Specify the PDT to include with the SRD. You can also
associate questions with the SRD.
Note: A standard SRD requires a standard PDT, and quick
launch SRD requires a quick launch PDT.

For information, see the following sections:
Adding a standard process template to the SRD on

page 130
Adding a quick launch process template to the SRD
on page 132
Associating questions to the SRD on page 133
126
Working with SRDs
Field Name
Description
Expected Cost
Cost budgeted for this SRD. Cost can be linked to service

targets.
Price
Turnaround Time
Define turnaround time for this SRD in Hours, Days,

Months, or Years.
Account Number
Enter an account that this SRD will be billed against, for

example, Accounting or IT.
System Request
Select Yes if you want to display this SRD as one of the

System Requests in the Request Entry Console.
If you select Yes, the SRD is ranked as one of the System
Favorites under Quick Picks.
Left Navigation
If you specify this SRD as one of the System Requests

displayed, you can rank its position in the Request Entry
Console. Select 1, 2, or 3. The top three SRDs are
displayed in the left navigation pane in the Request Entry
Console.
If you pick a number already in use, the system warns
you to enter a different number.
Business Service
Lets you relate a business service configuration item (CI)

from the BMC Atrium CMDB to the SRD. You use this
field with the Create Business Process check box.
For more information, see Adding a business service to
the SRD on page 146.
Create Business Process

(check box)
Works with the Business Service field if you properly

configured the SRM Request Rules form.
If the Create Business Process check box is selected (the
default) and you have related a business service CI to the
SRD, the SRD automatically creates the business process
that works with the business service CI.
For more information, see the BMC Service Request
Start Date
Enter the date that this SRD goes online.

The SRD, after it has been approved and deployed, goes
online after the date you enter here. For more
information, see Deploying the SRD on page 172.
End Date
Enter the date that this SRD is no longer available.

The SRD record automatically changes to an Expired
Offering status after the end date is reached. You can
always reset this end date when it reaches the expired
state.
127
Field Name
Description
Customer First Name and

Customer Last Name
Use auto-fill to enter the SRD customers first or last

name.
Click the Details link to view additional information
about the customer.
Attachment
If you want to add an attachment to the SRD, click Add.

The Add Attachment dialog box appears. Browse for the
file you want to attach. You are limited to one attachment
for each SRD.
Defining SRD customer information

You can modify specific customer information for your SRD. The SRD customer
is the person requesting that the SRD be added to the service catalog. Customers
are by default required to approve the SRD before it can be deployed. For more
information, see Approving SRDs on page 164.
To define customer information

page 88.
you want to modify.

3 Click the Details link under the Customer First Name and Last Name fields.
Figure 3-34: Customer Fields areaDefinition tab
Details link
The Request Customer Information dialog box appears.
128
Working with SRDs
Figure 3-35: Request Customer Information dialog box
4 Add or modify customer information.
For example, in a multi-tenancy environment, you can change the company or

organization as needed. You can click Clear to remove all customer information.
5 Click OK when you are finished, and then close the dialog box.
6 Save the SRD when you are finished.
SRD status reasons

When an SRD enters a state, you can identify additional status reasons. Not all
states include status reasons. The following table displays the available status
reasons.
SRD status
Status reasons
Pending
More Information
Closed
Canceled
Adding an advanced interface form to the SRD

You can add an advanced interface form to the SRD. You have the option of
including an advanced interface data entry screen instead of the default window
used in the Request Entry Console for completing details.
The following three advanced interface template forms are installed with Service
Request Management by default:
Password Reset (SRS:AdvancedInterface_PasswordReset)

Without Backend Mapping
(SRS:AdvancedInterface_WithoutBackendMapping)Some advanced
interface fields already provided
With Backend Mapping (SRS:AdvancedInterface_WithBackendMapping)

Form with tabs to hold advanced interface data fields and mapped data fields
Your SRM Administrator might have added others.
129
For more information, see the BMC Service Request Management 2.2.00 Configuration
Guide. See also the detailed steps in the appendix.
To add an advanced interface form to the SRD

1 Open the SRD form in Modify mode.
2 From the Advanced Interface Form field, select an advanced interface form.
This advanced interface form is now added to the SRD.
Adding a standard process template to the SRD

The PDT defines the business process for the service request definition. You must
associate the PDT with the service catalog record before it can be used to specify
dependency relationships. When a service request is submitted, the specified
relationship (between the catalog offering and the related backend templates)
determines which backend application requests are created and in what order. No
backend application requests will be created if the service catalog does not have
the process template defined.
Use the Process Template field to associate a registered PDT instance or the Work
Order instance (for backend applications that are not using templates) to the SRD
record.
To add a standard process to the SRD

2 Under the Process Template field, click Select.
The Service Request Definition dialog box for selecting standard PDTs appears.
Figure 3-36: Service Request Definition dialog box
130
Working with SRDs
3 From the list of available or registered process templates, select one standard
process to associate with this SRD entry.

You cannot select and add multiple processes to the SRD.
NOTE
PDTs must be active before you can select them.
4 Click Select.
The dialog box closes and the process appears in the Process Templates field.
Using the Visual Process Editor to view a process

template attached to the SRD
You can view process templates attached to the SRD with the Visual Process
Editor.
To view the process template attached to the SRD

2 Under the Process Template field, click View.
The Visual Process Editor appears in read-only mode if the SRD is deployed and
online. If the SRD is offline or not yet deployed, you can modify the process objects.
Here you can view (and sometimes modify) the PDTs and the AOTs that are
instantiated with the SRD.
131
Figure 3-37: Visual Process Editor window
3 Click Close when you are finished.
Adding a quick launch process template to the SRD

The PDT defines the quick launch process for the service request definition. When
a service request is submitted, the specified relationship (between the catalog
offering and the quick launch PDT) determines which URL is launched.
To add a quick launch process to the SRD

2 Under the Process Template field, click Select.
The Service Request Definition dialog box for selecting quick launch PDTs
appears.
132
Working with SRDs
Figure 3-38: Service Request Definition dialog box
3 From the list of available or registered PDTs, select one process that will be
associated to this SRD entry.

You cannot select and add multiple processes to the SRD.
NOTE
PDTs must be active before you can select them.
4 Click Select.
The dialog box closes and the process appears in the Process Templates field.
6 To view the process, see Using the Visual Process Editor to view a process
template attached to the SRD on page 131.
Associating questions to the SRD

The Question Selection and Fulfillment Application Field Mapping dialog box lets
you add questions to the SRD. End users are prompted to answer these questions
when they select this SRD in the Request Entry Console. When they submit their
service request, their responses are then pushed back to the back-office request
entry.
133
Figure 3-39: Question Selection and Fulfillment Application Field Mapping dialog box
In addition, the Question Selection and Fulfillment Application Field Mapping

dialog box shows you the list of fulfillment application fields for the SRD, and it
allows you to map the source of the data for the target data items, for example, a
question on the SRD or a field on the Service Requests form.
When mapping the target with the target details, you have several source options:
Table 3-1: Mapping target details
134
Map Target To field
Description
Question
Value comes from a question response. You must map the

target data to a selected question.
Text
Value is defaulted. You must enter a default value. For

information, see Mapping text to data targets on page 140.
Service Request Fields
Value comes from a field on the Service Request form. You

must select a field from the menu list. For information, see
Mapping service request fields to data targets on page 141.
Ignore
You do not need to supply a value for the target data. No

value will be pushed to this target data. For information, see
Ignoring data targets on page 143.
Working with SRDs
NOTE
To associate questions to the SRD, your SRM Administrator should already have
configured target data and the question library. For more information, see the
BMC Service Request Management 2.2.00 Configuration Guide. However, as a Service
Catalog Manager, you can dynamically add a new question to the Questions
Library. Click New Question instead of selecting a question from the list. When
you create the new question, it is automatically added to the Questions Library and
displayed in the Question Text list. For information, see Creating new questions
on page 144.
You can associate a maximum of ten questions to the SRD. This list of questions is
unique for each SRD.
IMPORTANT
When an AOT is used by a PDT and the PDT is being used by an SRD, the target
data associated with the AOT is rolled up to the PDT, and then to the SRD. These
are the target data mapped on the Question Selection and Fulfillment Application
Field Mapping dialog box on the SRD. When the target data definition is changed
at the AOT level, the rollup automatically occurred at the PDT level but not at the
SRD level. As a result, any subsequent changes on the target data association at the
AOT level requires the SRD to reselect the PDT and remapping of the target data
at the SRD level.
To associate questions to the SRD

2 Under the Process Template field, click Mapping.
The Question Selection and Fulfillment Application Field Mapping dialog box
appears. You can choose questions from the menu list of target data items to ask
your users.
NOTE
The Mapping button is enabled if there is application target data to map with the
PDT selected.
3 Perform the following steps to associate questions to the SRD.
a Select a question from the Question menu list.
135
Figure 3-40: Selecting an available question
You should make sure that the available questions you select will map to the
intended data targets. For example, the question (What kind of chair do you
want?) corresponds to the Description data target.
If not, you must create a question. (For information, see Creating new
questions on page 144.)
b Specify if the question is required.
The question requirements must match the data targets you will map in step 4.
For example, because the Description field is required, the question should be
required as well.
When the end users answer to a question is pushed into a required field on a
back-end application, specify this question as required. If a data target field is
required, it is listed in the Fulfillment Application Fields area.
For example, if you want an end user to enter the urgency of a change request,
make sure to specify that Urgency question is required and must be answered by
the user.
NOTE
When a question is mapped to target data that is required, the question is
automatically mapped as required.
Otherwise, if the user ignores the question and then submits the request, the
back-end application generates an error (which you must troubleshoot later).
c Enter a default value.
Creating a default value overrides any defaults your SRM Administrator had
previously configured.
IMPORTANT
Be careful about the target data that is exposed to end users. The attempt to create
a work order from the SRD will fail if the end user enters the wrong values, for
example, the Priority field in a work order has some value other than Critical,
High, Medium, or Low.
136
Working with SRDs
d Click Apply to add the question.
You now can specify the data target for your question (step 4).
e Specify the order in which the questions will appear in the SRD (when it is
displayed in the Request Entry Console) by selecting the question, then using
the Up and Down buttons appropriately.
NOTE
If you made a mistake, you can select a question and then click Remove to delete
it from the list of available questions.
4 Perform the following steps to map target data to the questions that you added to
the SRD.
Figure 3-41: Steps to add target data to a question
a Select a data target from the list on the left.
The Fulfillment Application Fields area provides a list of target data items
provided by the SRM Administrator to which you can map your questions.
Now you must map the target details.
NOTE
If the SRD uses an advanced interface from, the advanced interface form is used
instead of the usual questions. When an advanced interface form is used, the
required target data must be mapped to Pre-Defined Value or Service Request
Fields.
b Click Map Target To Question, and then select the appropriate question from
the Question Text list.

This list is compiled from your list of available questions. For example, you map
the selected question (What department do you work in?) to its intended
target (Requested by Department).
The target value will be set from the question response.
c Click Add.
The Mapping Result is created.

137
Figure 3-42: Mapping target data to questions
d Click Apply.
When you select the question from the list of available questions, the target is
associated with the question. When you finish mapping your questions, their
targets and back-end templates are displayed in the Fulfillment Application
Fields area for the question.
Figure 3-43: Fulfillment Mapping Details
e Map questions with all your data targets.
You can map multiple data targets to the same question. For example, the end
users answer in the Description field (exposed on the Request Entry Console)
can be pushed to the Description field data target in the Change Management,
Incident Management, and Work Orders fulfillment templates.
You can also concatenate the answers from multiple questions to the same data
target. You would do this primarily if you needed to piece together the end
users response into one data target. For example, you can concatenate three
questions to the Description data target.
138
Working with SRDs
NOTE
If the number of characters in the concatenated answer exceeds the Field Length
value, the answer will be truncated if it is properly configured. For more
information, see the application target data section in the BMC Service Request
Management 2.2.00 Configuration Guide. See also the entries on field values not
falling within the limits specified in Troubleshooting tips on page 277.
Figure 3-44: Concatenating questions to the same data target
The plus sign (+) in the Mapping Detail indicates that the questions are
concatenated. You can also concatenate a combination of questions, text, and
service request fields.
5 To verify the details of the questions that are mapped to the data targets:
a Click Details.
The Fulfillment Application Mapping Details dialog box appears.
139
Figure 3-45: Fulfillment Application Mapping Details dialog box
This dialog box displays read-only information about the mapping details. As
you can see, all your targets, especially the required Description field, are
mapped.
IMPORTANT
If the SRM Administrator has exposed specific fields as target data, make sure that
all of them are properly mapped. For example, the attempt to create a work order
from an SRD will fail if required target data is left empty or does not have the right
values entered, for example, the Summary field is blank.
b Click Close when you are finished.
6 To remove a mapping:
a Select a data target from the list.
b Click Clear.
c Click Apply.
7 Close the Question Selection and Fulfillment Application Field Mapping dialog
box.
Mapping text to data targets

You can map text as the source of the data for the target data items.
140
Working with SRDs
To map text to data targets

1 Open the Question Selection and Fulfillment Application Field Mapping dialog
box.
2 Select a data target from the list.
3 Under Fulfillment Mapping Details, select Text.
Figure 3-46: Mapping target data to text
4 Enter a text value.
The target value will be set from the text value.

5 Click Add.
box.
Mapping service request fields to data targets

You can map service request fields on the Service Requests form as the source of
the data for the target data items (fulfillment application fields). For example, this
functionality is useful if you wanted to push the quantity and total price of a
service request to a work order.
You also use this functionality with advanced interface forms. For more
information, see Mapping fulfillment application fields to the service request
fields (optional) on page 349.
To map service request fields to data targets

box.
141
3 Under Fulfillment Mapping Details, select Service Request Fields.

4 Click the Selected Field menu.
Figure 3-47: Mapping target data to service request fields
5 Select a field from the Service Requests form.
For example, you can use the value from the Total Price field on the Service
Requests form to set the target value in the back-office application (in this example,
TypeField_Char2 on your work order).
6 Click Add.
box.
In this example, when you submit the service request, the quantity and total price
values are pushed to the type fields in the work order. The work order manager or
assignee can click View Service Request to view its request details, for example, its
work history, its Request ID, and so on.
142
Working with SRDs
Figure 3-48: Values from service request pushed to back-office application
Ignoring data targets

You can ignore the data target. You do not need to supply a value for the target
data, though you run the risk of failure in the back-end applications. For example,
the attempt to create a work order from the SRD will fail if all the required fields
do not have the right values entered, for example, the Summary field is left empty.
To ignore data targets

box.
3 Under Fulfillment Mapping Details, select Ignore.
Figure 3-49: Mapping target data to ignore values
4 Click Add.
No value will be pushed to this target data.
143
box.
Creating new questions

You can add a new question to the Questions Library.
To create new questions

box.
3 Click New Question.
The Questions Library dialog box appears.

Figure 3-50: Questions Library dialog box
144
Working with SRDs
4 Enter the following information:

Field Name
Description
Locale
Read-only, based on the locale of the SRD.
Question Text
Enter a question for the end user.

Note: Although the field allows you to enter 254 characters, limit your question text to
no more than 70 total characters, including spaces. Only 70 characters are displayed
in the Request Entry Console.
Category
Select the application to which the answer will be pushed. This is the value that was
specified for the Registry Name field on the Application Registry form
Status
Select Active if you want this question to be visible.
Answer Format
Specify the format of the answer to this question entry. The Answer Format that you
specify controls the visual format of the field that will be displayed to the end user to
collect the additional information. Depending on your selection, additional fields are
added to the form.
The choices are:
Date and Time TypeInserts a calendar field next to the response field for user
selection. The response is in a date and time format.
Multi Answer HorizontalInserts values with radio buttons for the users response.
The user can select several values.
If you select this option, some fields appear on the Questions Library form. You can
specify the number of choices that you want to appear next to the question
(maximum three) and the values for those choices (no more than ten characters).
Multi Line inputInserts a text box for the users response. This is just a character
field that shows the end user three lines of their input.
Note: The maximum length for the Multi Line responses is 4000 characters.
Single Answer HorizontalInserts values with radio buttons for the users response.
The user can select only one value.
If you select this option, fields appear on the form. You can specify the menu list
values, the sort order, and the locale in which this will appear.
Single Answer MenuInserts a menu with values that the user can select from or
they can type their own value.
If you select this option, fields appear on the form. You can specify the menu list
values, the sort order, and the locale in which this will appear.
Single Line InputInserts a text box where users can enter up to 128 characters.
Two ItemsInserts radio buttons for a Yes or No response from the user. The options
in are limited to Yes and No. These options cannot be changed.
145
Field Name
Description
Default Value
Specify the default value (if any) to this question entry. The Default Value that you
specify is dictated by the Answer Format. Depending on your selection, additional
fields are added to the form.
The choices are:
Date and Time TypeA standard character field appears. You can enter a date and
time default value in character text in which this will appear, for example, 12:00
P.M.
Multi Answer HorizontalMultiple fields appear on the Questions Library form,
including the standard character field. You can specify the number of choices that
you want to appear next to the question (maximum three) and the values for those
choices (no more than ten characters) in which this will appear.
Multi Line inputA standard character field appears. You can enter default values
in character text that illustrates to the end user some sample input, for example,
Enter answer here.
Single Answer HorizontalMultiple fields appear on the Questions Library form,
including the standard character field.
You can specify the default value, a prefix, and a suffix in which this will appear.
Single Answer MenuMultiple fields appear on the Questions Library form,
including standard character field.
You can specify the menu label, the item label and list values, and the sort order in
which this will appear.
Single Line InputA standard character field appears. You can enter default values
in character text that illustrates to the end user some sample input, for example,
Enter answer here. Users can enter up to 128 characters.
Two ItemsA standard character field appears. The default values are limited to Yes
and No.
5 Click Save.
The question is added to the Question Text list.
Adding a business service to the SRD

A configuration item (CI) in the BMC Atrium CMDB is an instance of an entity that
is part of your environment and has configurable attributes specific to that
instance. These entities can be physical (such as a computer system), logical (such
as an installed instance of a software program), or conceptual (such as a business
service).
When you create an SRD, you can integrate it with a business service CI that is part
of your environment and has configurable attributes, such as criticality to the
business and the cost of interruption of service. For example, if you are creating an
SRD for new employees, you would need business services that create passwords,
purchase new hardware and software, provide network access, and so on.
This section describes how to relate existing CIs to the SRD, view CIs related to the
SRD, and remove CIs from the SRD.
146
Working with SRDs
Selecting business service CIs for the SRD

This section provides detailed instructions about searching for configuration items
and relating them to the SRD.
To select CIs for the SRD

1 Open the SRD.
2 Click the Select button under the Business Service field.
The CI Relationship Search form appears.

Figure 3-51: CI Relationship Search formSelect business service
3 Complete the search criteria tabs with the relevant information, and then click
Search.
Matching results are displayed in the CIs table.
147
4 (Optional) Open the CI Relationship Viewer.

Figure 3-52: CI Relationship Viewer
You can view a CI within the BMC Atrium CMDB and its relationships to other CIs
in a tree structure.
5 Select a configuration item from the CIs table and then click Select.
The CI Relationships Search form closes and the name of the CI is displayed in the
Business Service field.
6 Select the Create Business Process check box (selected by default) if you want the
SRD to automatically create the business process that works with the business
service CI.
Otherwise, clear the Create Business Process check box.
This action works only if the Service Request Definition Settings form is properly
configured. For more information, see the BMC Service Request Management 2.2.00
Viewing the business service CI related to the SRD

This section describes how to view the business service CI that is related to the
SRD.
148
Working with SRDs
To view the business service CI related to the SRD

1 Open the SRD.
2 Click the View button under the Business Service field.
The Business Service form appears.

Figure 3-53: Business Service form
3 Close the Business Service form when you are through viewing the information.
Clearing CIs from the SRD

This section describes how to remove the relationship between the business service
CI and the SRD. This action only cancels the relationship between the CI and the
SRD; it does not delete the CI.
To clear CIs from the SRD

1 Open the SRD.
2 Click the Clear button under the Business Service field.
The CI is removed from the Business Service field.
149
Entering information into the Service Request tab

The Service Request tab lets you view metrics or include a survey with the SRD.
You can also specify if the service request requires approval, or specify the service
coordinator group.
To enter information in the Service Request tab

2 Click the Service Request tab.
Figure 3-54: Service Request Definition formService Request tab
3 Do any of the following actions:
Specify if the service request needs approval.

For more information, see Reviewing the approval cycle of a service request
on page 280. See also the chapter on approvals in the BMC Service Request
Add a service request coordinator group.

You can select which coordinator group is assigned to work on the service
request. The service request coordinator group is composed of a list of members.
By default, SRM selects (in round-robin fashion) from the list which member of
the group will be assigned to work on the service request.
For more information, see Using the Service Request Coordinator Console to
manage service requests on page 255.
Add a survey. For more information, see Adding surveys to the SRD on
page 151.
4 View the read-only metrics.
The Request Frequency field shows you the number of times a service request has
been created using this SRD. The information is updated when a service request is
created using this SRD.
150
Working with SRDs
NOTE
The Survey Enabled field shows that no survey can be sent for this company. The
flag is based on the Request Rules form setting. For more information, see the BMC
Adding surveys to the SRD

Use the Search for Surveys form to select survey questions for your requesters.
Surveys give the Service Catalog Manager or Business Manager an indication of
customer satisfaction levels and how the service desk is performing.
NOTE
You can add a survey to the SRD only if surveys are enabled in the SRM Request
Rules form. For more information, see the BMC Service Request Management 2.2.00
To select surveys
If your SRM administrator created a default survey, its name is displayed.

3 To exclude a survey from this SRD, select Disabled from the Status menu.
4 To create a custom survey for this SRD, select Custom from the Configuration
field.
Otherwise, the default survey is included with the SRD.
5 Click Select.
151
The Search Survey form appears.

Figure 3-55: Search Survey form
6 Select the company to which this survey applies, or select Global to make this
survey available to all companies.

7 To create a survey, click Create.
The Configure Survey dialog box appears.

Figure 3-56: Configure Survey dialog box
8 Enter a name for your survey.

9 Click Save.
The dialog box closes and you are returned to the Search Survey form.
10 Click Manage Questions.
The Manage Questions dialog box appears.

152
Working with SRDs
Figure 3-57: Manage Questions dialog box
11 To create or modify questions in your survey, perform the following steps:

a Specify a locale, if your questions must be localized, for example, en_US.
b Specify the numerical sequence, for example, 1.
c Define the question.
d Click Add or Modify.
12 Close the Manage Questions dialog box when you are finished.
13 Close the Search Survey form.
Selecting entitlement information for SRDs

The service request catalog provides flexible entitlement control. End users can
view and create only the services they are entitled to receive. For example, you
could create an entitlement that any employee in the sales division, as negotiated
under the employees contract, has access to both silver and gold levels of service
for a specific request.
In general, configuring entitlements depends on the user, role, group, location,
categorization, and service level (gold, silver, bronze, and so on) attributes. Any
combination of these attributes can be required to determine if a user will be able
to view and access the SRD. End users with on behalf of permission for another
user can see all the SRDs that the other user is entitled to. You can also attach
People entitlements to a particular SRD. For example, the Purchase an iPhone
SRD applies only to the Executive Management or the Technical Writers group.
You can manage entitlements independently of a specific SRD so that you can
easily handle any global entitlements.
153
You can also specify the services that users are entitled to receive based on their
location. For example, you might specify that all Service Catalog Managers are
entitled to the IT request category, except those in the Hong Kong location. Another
example of entitlement based on location is that you could specify that all users in
the Paris location are entitled to the French retirement category of requests.
Finally, guest users can select generic services for which guests are entitled.
To add entitlements to your SRD, entitlement definitions for people and SRDs
must first have been configured. For more information, see the BMC Service Request
To select entitlement information for SRDs

1 Open the SRD form.
2 If you are modifying an SRD, put the SRD in offline mode.
You cannot add entitlements to SRDs that are online. For information, see Taking
an SRD offline on page 172.
3 Click the Entitlements tab.
Figure 3-58: Service Request Definition formEntitlements tab
4 If you are creating a new SRD, click Refresh to make any default entitlements
appear.
5 Click Add New Rule or Modify.
The Entitlement Rule dialog box appears.
154
Working with SRDs
Figure 3-59: Entitlement Rule dialog box
6 To create a new entitlement rule, perform the following steps:

a Select the people qualification.
NOTE
The contents of the SRD Qualification Name field is preselected and cannot be
modified. To define an entitlement rule with a more generic SRD qualification, the
Service Catalog Manager must have access to the Entitlement Management option
through the Application Administration Console. For more information, see the
BMC Service Request Management 2.2.00 Configuration Guide.
b (Optional) Select the Exclusion Rule check box.
You use this Exclusion Rule check box to deliberately prevent groups or persons
from accessing the SRD. Otherwise, you are assuming that the groups or
persons you select are entitled to use the SRD.
For example, to specify that EMEA (Europe, Middle East, and Asia) can use the
current SRD, you would select or create Location EMEA rule as the People
Qualification, and then you would not click the Exclusion Rule check box.
c Save your changes to add the new rule.
The Entitlement Rule dialog box closes.

7 Save the changes to your SRD.
The rule appears in the Entitlement Rules table field.

8 If you are modifying an SRD, return the SRD to online mode.
Viewing entitlement rules

You can view the entitlement rules as needed.
NOTE
If you must modify an entitlement rule, the Service Catalog Manager must have
access to the Entitlement Management option through the Application
Administration Console.
155
To view entitlement rules

2 Put the SRD in offline mode.
4 Click Modify.

Figure 3-60: Entitlement Rule dialog box
5 View the People and SRD qualifications as needed.

6 Close the Entitlement Rule dialog box when you are finished.
7 Return the SRD to online mode.
Creating People qualifications

You can further qualify which People groups can view entitlements. For example,
you can create an entitlement that the Software Group in Northern California is
entitled to view the SRD. You can even create an SRD that one person is entitled to
view, for example, the CEO of your company.
To create People qualifications

3 Click Add New Rule.

4 Under the People Qualification Name field, click View or Create.
The People Qualification for Entitlement form appears.
156
Working with SRDs
Figure 3-61: People Qualification for Entitlement form
5 Create or edit the following People qualifications:

Name
Description
Company
Entitles one specific company to view the SRD.
AR Username
Entitles one person to view the SRD.

Click the Add button to open the People Search form. Select
the appropriate user record, and then click Select.
Entitlement Group
Entitles one specific group to view the SRD.
Location
Entitles a specific location to view the SRD, defined by any

combination of region (North America), site group (Northern
California), or site (Sunnyvale).
Advanced Qualification
Lets you define an advanced entitlement qualification.

When you select this option, the Advanced Qualification
Builder appears. You can define a more complex set of search
criteria using fields on the form you are searching. For more
information, see To use an Advanced Qualification to
further narrow your search on page 47.
You can pick only one option from the People Qualification Definition form.
6 (Optional) Click the System Details button to view read-only information about
the creator of the entitlement and when it was created.

157
Adding work information to SRDs

You can add work information to the SRD. The work information is displayed in
the Work Info tab on the Service Request Definition form. Use this feature to add
work information regarding tasks performed on the SRD. For example, you can
track an SRDs progress by recording the steps you took to implement it in the
work history.
To add work information to SRDs

1 Open the SRD.
Figure 3-62: Service Request Definition formWork Info tab
3 Modify the work information type, if needed.

Web.
Info Notes fields.

6 To add attachments to the entry, click Add.
For more information, see Adding attachments to a Work Info entry that is
attached to the SRD on page 159.
8 Select the view access:
Internal enables only users within your organization to see the entry.
External enables everyone with access to the system to see the entry.
9 When you have finished updating, save your changes.
The Save operation adds your entry to the SRDs work history. The Show field
allows you to filter specific work entries based on the type of activity displayed in
the table.
158
Working with SRDs
10 To see a report of the activities you performed against this SRD, click Report.
12 Save the SRD.
Adding attachments to a Work Info entry that is attached

to the SRD
The following procedure describes how to use a browser client to add an
attachment to a Work Info entry that is attached to the SRD. The steps for using a
browser client to add attachments are slightly different than the steps for using
BMC Remedy User.
To add attachments to a Work Info entry that is attached to the SRD

Use this tab to enter, view, or delete any attachments for this SRD.
3 To add an attachment:
a Click Add.
The Add Attachment dialog box appears.

b Browse to the document you want to attach, and then click OK to add the
attachment to the SRD entry.

You can add a maximum of three attachments.
4 To view an attachment:
a Select the attachment from the Attachment table, and then click Display.
The Display Attachment dialog box appears.

b Select the attachment and open it. You can also save it to your computer before
opening it.
c View the attachment and close it when you are finished.
5 To delete an attachment, select it from the Attachment table, and then click Delete.
6 Save the SRD.
Modifying SRDs
When you create an SRD, you keep it in the Draft state until you are ready to
submit it for approval. Before submitting the SRD for approval, you or someone in
your group can open the record and add or modify information.
159
NOTE
You cannot modify an SRD record after you have submitted it for approval. If you
modify it after it is approved, the SRD record has to go through the approval
process again. This process is not automated. You must manually resubmit the
SRD for approval. SRDs can be approved only before they reach the Deployed
state.
To modify SRDs
page 88.
you want to modify.

3 Modify any of the fields.
4 Click Save.
Using the approval process with SRDs

When the SRD approval process (Service Request Definition - Ad Hoc) is enabled,
by default the Service Catalog Managers approve any SRDs they are responsible
for. Service Request Management 2.2.00 is fully integrated with the BMC Remedy
Approval Server for business, technical, and financial approvals.
For more information, see the following guides:
BMC Remedy 7.1.00 Approval Server Guide for Users and Administrators
BMC Service Request Management 2.2.00 Configuration Guide
Defining SRD approvals

The approval engine determines the list of SRD approversby default, it is the
Service Catalog Manager who must approve the SRD when it moves into the
Request for Approval state.
The Service Catalog Manager can also define additional approvers who must
approve the SRD before it finally can be deployed. For example, you can specify
that the customer must first review and approve the SRD before it is deployed to
the organization.
NOTE
For information on SRD approvals if you disabled the Service Request Definition Ad Hoc process and activated the Service Request Definition - Level process, see
the BMC Service Request Management 2.2.00 Configuration Guide.
160
To define SRD approvals

2 Click the Approvals tab.
Figure 3-63: Service Request Definition formApprovals tab
3 Specify if you want the approval engine to determine the approvers list.
This is the default out-of-the-box setting.

The SRM administrator can choose to bypass the approval server in the Service
Request Definition Settings configuration form. For more information, see the
4 To include an individual approver in the Approvers list, select the Individuals
check box, and then select any combination of Customer, Catalog Manager, or
Service Request Coordinator.
Here you are defining if the Customer, Service Catalog Manager, or Service
Request Coordinator must approve the SRD before it can be deployed.
For the Customer required to approve the SRD, see the Definition tab of the
SRD.
For the Catalog Manager required to approve the SRD, see the Definition tab of
the SRD.
NOTE
If the name of the Request Catalog Manager on the Definition tab is the same as the
creator of this SRD, only one approval signature is created. Multiple signatures are
not required.
For the Service Request Coordinator required to approve the SRD, see the
Coordinator Company and Coordinator Group defined in the Service Request
tab of the SRD.
The following example illustrates how you can add a customer to the approval
list. This individual must approve the SRD before it can be deployed.
161
Figure 3-64: Customer added to approve SRD
5 To add an ad hoc approver, perform the following actions:

a Click Add.
The Add Approvers dialog box appears.

Figure 3-65: Add Approvers dialog box
b Specify an individual or group.

c Enter the full name of the individual or group.
d Click Save.
The Add Approvers dialog box is closed and you return to the Service Request
Definition form.
e Click Refresh.
The individual or group is added to the approvers list.

6 Save your changes to the SRD.
7 To view approvers by the SRD approval state, select an approval state from the
Show menu, for example, Pending.

The Approvers list then refreshes with the current list of approvers who must
approve the SRD before it can be moved to the next approval state.
162
NOTE
Adding an individual or ad hoc approver causes the Set using Approval Engine
flag to be set, and the approval engine will be used to determine any additional
approvers.
Submitting SRDs for approval

Before submitting the SRD record for approval, make sure that it contains all the
required information. You will not be able to modify the SRD after the approval
process begins.
To submit an SRD for approval

1 Search for any records that are in draft mode:
a Open the Service Catalog Manager Console.
b Select Draft from the Status field.
c Enter any optional search criteria.
d Click Search.
2 Select the SRD and click View.
The SRD appears in the Service Request Definition form.

3 Specify a start date.
You cannot approve or deploy the SRD until you specify a start date.
4 Enter additional information in the SRD, for example, Turnaround time or Price.
5 Start the approval process by changing the SRDs status to Request for Approval.
The Cancel Approval button appears in the Service Request Definition form next
to the Status field. The yellow stoplight alerts the Service Catalog Manager that the
SRD is not yet online.
Figure 3-66: Cancel Approval button
6 Click Save.
Viewing the approval process

You can view the approvers for a service catalog category and the approval
process before the record is approved.
If there are multiple approvers and levels of approvers, the SRDs offering status
will not change to Approved until all the approvers have approved it.
163
However, you can view the Approvers tab for the SRD record and see where it is
in the approval process.
To view the approval process

1 Search for an SRD.
See Search criteriaManaging SRDs on page 88.

a From the Status menu, select the Request for Approvals state.
b Click Search.
A list of SRDs that are pending approvals is displayed.

2 Click the Approvals tab.
A list of the approvers required to approve the SRD is displayed.

3 Click Close to close the form.
Approving SRDs
By default, the responsibilities of Service Catalog Managers include approving (or
rejecting) SRDs. When an SRD moves from the Draft state to Request for Approval,
the Service Catalog Manager must approve it before it can move to the Deployed
state, so that users can access it.
If the Service Request Definition - Level process is enabled and the Service Request
Definition - Ad Hoc process is disabled, approver mappings are configured by the
SRM Administrator and are responsible for SRDs with a specific company,
categories, and phase.
NOTE
SRM must have only one approval process configuration record for SRDs enabled
at a time.
IMPORTANT
By default, SRDs require approval by the Service Catalog Manager who created
them. This requirement is defined in the SRD:ServiceRequestDefinition form for
the Service Request Definition - Ad Hoc process. For detailed information, see the
To approve SRDs using the Service Catalog Manager Console

2 Perform one of the following actions:
In the left navigation pane, choose Console View > Needs My Approval.
Enter search criteria (for example, all SRDs with Request for Approval status)
and then click Search.
Requests needing your approval are displayed in the Search Results table.
164
Figure 3-67: SRDs needing approval
3 Select an SRD, and then click Approve or Reject.
When you refresh the table, the SRD you just approved no longer is displayed. In
addition, the SRD automatically moves into the Deployed state (if the default
approval process configuration record for SRDs is enabled). For more information,
see the BMC Service Request Management 2.2.00 Configuration Guide.
4 Search for the SRD you just approved.
Figure 3-68: SRD in Deployed state
The green stoplight alerts you that the SRD has been deployed and users can access
it in the Request Entry Console.
NOTE
If you take the SRD offline and then modify it, the SRD does not require additional
approval for redeployment.
To approve SRDs using the Approval Console

2 In the left navigation pane, choose Other Applications > Approval Console.
The Approval Console opens.

3 Enter search criteria (for example, who you are acting as) and then click Search.
Requests needing your approval are displayed in the Approval Requests table.
4 Select the approval request, and then click Approve or Reject.
The SRD is automatically set to the Deployed state. The SRD record is now
available to users from the catalog. End users can now see the service request
definition in the Request Entry Console. They can also browse or search for it.
165
Defining service targets for SRDs

BMC Service Level Management can set goals and monitor service requests to
make sure that the correct level of service is being provided. You can set optional
milestones and related actions to make sure that the goals are met.
IMPORTANT
This option is available only if you have BMC Service Level Management installed.
The Service Catalog Manager must have SLM Manager or SLM Config
permissions to access the Service Target Wizard.
To create a service target for an SRD

2 Click the SLM tab.
3 Select a goal from the Goal list.
Figure 3-69: Service Request Definition formSLM tab
The Goal menu contains a selection of predefined templates for service targets that
define specific goals.
The options are:
Service Request Total TimeThis goal sets a time to complete the request after
it is submitted.
Service Request Process TimeThis goal sets a time to complete the request
after it has been approved.
Service Request Approval TimeThis goal sets a time to approve the request
after it has been submitted.
4 Click Create.
166
The Service Target Wizard appears.

Figure 3-70: Service Target WizardStep 1
Some fields in the Step 1 tab are automatically populated; for others, you can enter
or change the criteria.
Table 3-2: Fields in Step 1
Field name
Description
Title
The title assigned to the service target. The title consists of the SRD
number -Service Request title- SLM ID number.
Description
Enter an optional description of what the service target does.
Goal Type
The goal type you selected in step 3 on page 166.
Goal and Cost

Hours
Minutes
The number of hours and minutes before the service target is

considered missed.
Business Schedules
Business Entity
Select a business entity that specifies the times when you do not
want the service target to be measured, for example, during a
holiday when the company is shut down.
5 Click Next to move to Step 2.
In Step 2, you can create milestones and actions that will ensure that your service
target meets its goal. For example, if 75 percent of the time has elapsed and the
request has not been completed, you can send a reminder to the manager.
167
Figure 3-71: Service Target WizardStep 2
6 Click Add (below the Milestones table) to select a milestone.
The Create New Milestone dialog box appears.

Figure 3-72: Create New Milestone dialog box
7 Select a milestone from the list and click OK.
The milestone will be listed in the Milestones table.
168
8 Click Add (below the Actions table) to select the action that you want to occur at
the selected milestone.

The Create New Action dialog box appears.
Figure 3-73: Create New Action dialog box
9 Select an action from the list and click OK.
The action will be listed in the Actions table.

10 Select more milestones and actions if applicable.
11 Click Finish.
A dialog box appears, asking if you want to build the rules for the service target.
This creates the workflow so that the service target can be deployed.
Figure 3-74: Confirm Operation dialog box
12 Click an option to build the rules. You have the following choices:
YesThe application builds the rules immediately.

NoThe application does not build the rules at this time. You can build the
rules later by opening the SLM console at the Service Targets tab. The service
target that has not been built is listed with a build status of Needs to be Built.
Select your service target and click the Build button.
Once built, your service target is created and associated with your SRD.
169
13 Click Refresh to view service targets in the Current Service Targets table that are
associated with the service request.

Figure 3-75: SRD formSLM tab with associated service targets
14 Save your service request and associated service targets.
Advanced service targets

Click the Advanced link on the Service Levels tab if you are familiar with the SLM
application and want to create custom or complex service targets. This link opens
the SLM Console and is enabled only if you have the following permissions:
SLM Config
SLM Manager
SLM Unrestricted Manager
Associating an existing service target with an SRD

Use the following steps to relate an existing service target to a service request.
1 Open the form for the relevant SRD.
2 Click the SLM tab.
170
3 Click Relate.
The Searching for Service Targets dialog box appears.

Figure 3-76: Searching for Service Targets dialog box
4 Enter the search criteria to retrieve the service target that you want and click
Search.
The service targets are listed in the Search Results column.
5 Select the service target that you want and click Relate Selected Record.
The service target is listed in the Current Service Targets table on the Service Levels
tab.
You can relate multiple service targets to a single SRD.
6 Save your SRD.
For more information about the subsequent flow for the service request, see
Service request life cycle on page 264.
For more information about creating templates and business entities, see the
BMC Service Level Management 7.0 Configuration Guide.
For more information about creating service targets and creating agreements,
see the BMC Service Level Management 7.0 Users Guide.
171
Deploying the SRD

If the SRD requires approval and it has been approved by all the specified
approvers, it is deployed automatically.
NOTE
Even though you deploy the SRD, it might not be immediately visible to end users,
because it has not reached the Start Date and it is not online yet.
To deploy the SRD

1 Search for the SRD.
2 Work the SRD through its various states until you reach the Deployed state.
Figure 3-77: Online buttonSRD in Deployed state
The green stoplight alerts you that the SRD has been deployed and is in the correct
date range.
3 Click Save.
The SRD record is now online and available to users from the catalog. End users
can now see the service request definition in the Request Entry Console. They can
also browse or search for it.
Taking an SRD offline

If needed, you can temporarily take an SRD offline, for example, because you are
testing how an SRD functions in the Request Entry Console, or you must modify it
for some reason. The red stoplight alerts you to the SRD status.
In addition, an SRD might be offline because its end date has expired.
WARNING
If the Service Catalog Manager makes major changes to the SRDs functionality,
the SRD cannot be submitted for re-approval.
172
Deploying the SRD
To take an SRD offline

1 Search for the SRD.
2 Click the Take Offline button.
The Turn Online button and the red stoplight now appear in the Service Request
Figure 3-78: Turn Online button
The red stoplight alerts you that the SRD is no longer deployed and users cannot
access it in the Request Entry Console.
The SRD record is no longer available to users from the catalog.
Restoring the SRD to the online state

If an SRD was manually taken offline, you can manually restore the SRD to the
online state by clicking the Turn Online button. If a deployed SRD has expired, you
can manually restore the SRD to the online state by resetting the end date.
To return the SRD to the online state

1 Search for the offline SRD.
The Turn Online button and the red stoplight now appear in the Service Request
Figure 3-79: Turn Online button
2 Click the Turn Online button.
The green stoplight alerts you that the SRD is once again deployed.
The SRD record is now available to users from the catalog.
To reset the date of an expired SRD

1 Search for the offline SRD.
2 In the End Date field, open the calendar.
173
3 Enter a new date.

The green stoplight appears, alerting you that the SRD is once again deployed.
System SRDs shipped with SRM 2.2.00

SRM 2.2.00 ships with three system SRDs to support the reverse creation of service
requests from back-end applications. Each SRD comes with its corresponding
system PDT and AOT. Without these PDTs and AOTs, the service request will not
be created correctly.
SRD title
SRD type
PDT name
AOT name
Work Order
Request
Work OrderThe system SRD for

work orders is automatically installed
with SRM.
Process Template Work

Order
Work Order
Change
Request
Change RequestThe system SRD for

change requests automatically comes
with the SRM integration installer for
Change Management.
Process Template sample Change Sample

Change
The system SRD for change requests is

installed only when Change
Management is present and the SRM
integration installer is run.
Service Desk
Incident
Process Template sample Incident Sample

IncidentThe system SRD for
incidents automatically comes with the Incident
SRM integration installer for Incident
Management.
The system SRD for incidents is
installed only when Incident
Management is present and the SRM
integration installer is run.
WARNING
The PDT and AOT names have the term Sample in their titles, but they are not
sample data. You should never delete these SRDs, PDTs, and AOTs. If you try to
delete them, you are prompted with a system warning.
174
System SRDs shipped with SRM 2.2.00
You cannot edit the following fields on the system SRDs. They are locked.
Field name on Service
Request Definition form
Characteristics
Status
SRD status is always Draft, so that it never appears on the

Description
Includes special message:

This SRD is used internally by the system
for the (optional) creation of a linked
request when a work order is created
directly in Work Order Management. Users
are unable to create these requests
directly, but will be able to track the
related work order in the Submitted
Requests section of the Request Entry
Console.
Instructions
Includes special message:

oob configuration should be such that end
users will not see this request or the
internal system requests category when they
browse or search the catalog.
Request Type (Definition tab) Cannot change the process.

Process Template (Definition Cannot change the process.
tab)
Business Service (Definition
tab)
Cannot add a business service.
Needs Approval (Service

Request tab)
Field is set to No and cannot be edited. Since it is the backend request that is being created, there is no point in
performing approvals on the service request.
For more information about creating service requests from work orders, change
requests, and incidents, see Creating service requests from back-end
applications on page 285.
175
176
Chapter
Using the Work Order

Management application
SRM comes bundled with the Work Order Management back-office application,
which provides basic facilities for assignment, status, work info, and task
management. The SRM integration with Work Order Management lets you create
any generic work-order process.

Work order permissions and roles (page 178)

Using the Work Order Console to manage work orders (page 180)
Using the Work Order form (page 201)
Work order life cycleState transitions (page 211)
Managing work orders (page 216)
Working with tasks (page 234)
Fulfilling work orders (page 248)
Monitoring the progress of a work order (page 251)
Opening the CMDB Console (page 252)
Chapter 4
177
Work order permissions and roles

Work Order Management defines the following types of roles:
Work order configuration

Work order manager
Work order assignee
Work order configuration

Configuring the Work Order Management back-office application requires that
you have Work Order Config permissions. These permissions grant you access to
modify work order configuration forms, work order rules, task templates, and
assignments. You also implicitly receive Task Process Config and SRM
Administrator computed permissions. For detailed information, see the BMC
Work order manager

The work order manager is typically a member of a group outside the IT support
staff (for example, Facilities, Telecommunications, and so on) and is responsible
for creating, planning, and tracking the work order. The work order manager is in
charge of managing the Work Order Management application. Their activities and
responsibilities include synchronizing work orders with service requests, creating
tasks to use with work orders, and sometimes even working with tasks. Typical
management activities also include handling assignments and monitoring support
staff activity involved in implementing the work order.
Work order managers are also in charge of work order planning. These activities
can include identifying, creating, and sequencing the tasks that must be performed
to accomplish the work order, and scheduling people and resources to implement
each task.
When a work order is created, it is automatically assigned to the appropriate work
order assignee according to its criteria. The supervisor group or individual can be
notified of assigned work order by email, pager, or through BMC Remedy Alert.
Using the assignment engine, any tasks are then automatically assigned to the
appropriate work order assignee.
In summary, the work order manager is responsible for the quality and integrity
of the work order management process.
The work order manager requires the following permissions and functional roles:
Work Order Master permission is required for access to work order and task
records.
Work Order Manager functional role is required to be assigned as the Work

Order Manager for individual work orders.
178
Work order permissions and roles
Work order assignee

Work order assignees are responsible for planning and implementing assigned
work orders. They are usually people with specialized abilities within the support
department of larger organizations. The work order assignee might be working
actively on the work order, or coordinating the efforts of other groups or
individuals working on tasks, if necessary.
NOTE
Using the Task Management System (TMS) functionality is optional with work
orders. You can create work orders that do not make use of TMS tasks.
If you need to work with tasks, you should minimally have Task User permissions.
For more information about other levels of task permissions required, for example,
to create task templates, see the permission model in the BMC Remedy Task
Management System 7.0 Administrators Guide.
Assignee activities and responsibilities include:
Gathering appropriate information based on the work order assigned.

Providing status updates to requesters upon request.
Plan the task schedule.
Executing the tasks that make up a work order.
Reviewing all completed tasks, if more than one work order assignee helped
complete the overall work order.
Determining requester satisfaction with the overall work order.

The work order assignee requires the following permissions and functional roles:
Work Order Master permission is required for access to work order records.
Work Order Assignee functional role is required to be assigned as the Work
Order Assignee for individual work orders.
Chapter 4
179
Using the Work Order Console to manage work

orders
The Work Order Console is the entry point to working with work orders and
provides a dedicated workspace for managing them. Work order managers also
have access to the Approval Console. For more information, see Other
Applications (navigation pane) on page 182.
Figure 4-1: Work Order Console (browser client)
The Work Order Console consists of five main areas.
Navigation PaneContains links to specific Work Order Console functions.

Search CriteriaFilters the work orders in the Assigned Work Orders table.
BroadcastLets you view and create broadcasts that can be viewed by the
entire organization or by users in the support, approver, management, and
administrator groups.
180
Using the Work Order Console to manage work orders
Assigned Work Orders tableLists the work orders that are assigned to work
order managers and assignees. The WO prefix identifies the work orders. You
can filter the work orders in the table by using the Company and Console View
fields at the top left corner of the console.
Assigned Task tablesLists the tasks that are assigned to assignees. The table
list includes a column that shows the work order assignee of the task. The TAS
prefix identifies the tasks. You can filter the tasks in the table by using the
Company and Console View fields at the top left corner of the console.
The following table shows the console objects and their function, and refers to
where you can get more information:
Console objects
Function
Reference
Company
(navigation pane)
Specifies which company you wish For more information, see

to work on records for.
Using Company and Console
View on page 184.
Console View
(navigation pane)
Allows you to specify what groups For more information, see

you want to search the form as:
View on page 184.
Personal
Select My Groups
All My Groups
Use the Console View links to filter
the service requests displayed in
the Search Results table.
Console Focus
(navigation pane)
Allows you to you switch between For more information, see

viewing work order or task details: Assigned Work Orders
table on page 186
Work Orders
Tasks
Assigned Tasks tables on
page 186
Functions
(navigation pane)
Allows you to select these features: For more information, see

New Work Order

Search Work Order
My Profile
Application Preferences
Reminders
Reports
Chapter 4
Creating work orders

basic steps on page 216
Searching for work orders
on page 187
Viewing your profile on
page 29
Setting Work Order Console
preferences on page 196
Using reminders on
page 198
Generating reports on
page 39
181
Console objects
Function
Other Applications The navigation pane of the Work

(navigation pane) Order Console also contains links
to view additional applications
Overview
Approval Console
CMDBWork orders are fully
integrated with BMC Atrium
CMDB 2.0.
The links that are displayed in the
navigation pane are determined by
the applications that are installed
in addition to SRM.
182
Reference
For more information, see
Opening the Overview

Console on page 24
Approving SRDs on
page 164
Opening the CMDB
Console on page 252
Logout button
Located in the top right corner of

the console. Click the Log out
button to log out of SRM.
Help button
Located in the top right corner of

the console. Click the Help button
to access help.
Refresh button
Click the Refresh button to refresh See Searching for work

the data in the tables.
orders on page 187.
Search Criteria
Lets you filter and display

available work orders or tasks,
using the available fields and the
Search button.

on page 187
Searching for tasks on
page 195
Broadcasts
View broadcast messages that can See Broadcasting messages

be viewed by the entire
on page 35.
organization.
Assigned Work
Orders table
Displays work orders assigned to

you.
See Assigned Work Orders

table on page 186.
Assigned Tasks
table
Displays tasks assigned to you.
See Assigned Tasks tables on

page 186.
Work Details tab
Display information about the

See Assigned Work Orders
work order. Lets you view, create, table on page 186.
and report work information.
Tasks tab
Displays tasks associated with the For more information, see:

work order. Lets you select and
Viewing tasks assigned to
view a task.
you on page 194
Assigned Tasks tables on
page 186
View button
Lets you select and view a work

order or task, depending on your
console focus.
Console objects
Function
Reference
Create button
Lets you create a new work order See Creating work orders
or task, depending on your console basic steps on page 216.
focus.
Close button
Shuts the Work Order Console.
Opening the Work Order Console

The following instructions describe how to open the Work Order Console.
To use a browser to open the Work Order Console


the Work Order Console link.

The Work Order Console appears.
To open the Work Order Console from BMC Remedy User

the Work Order Console link.

The Work Order Console appears.
Chapter 4
183

The Company and Console View allows you to display work orders that are
assigned to you or to one or all of the support groups you belong to. You can
change the table display by using the Company and Console Views at the top left
corner of the console. Select the following options to filter out which work orders
you see.
Company
Filter the work orders displayed in the Assigned Work Orders

table based on company. The content of this list is tenancydriven, subject to your access to various companies. If you only
have permissions to view a single company, then only that
company appears in the list. Clearing the field allows all records
to which the user has access to appear.
Personal
Shows all the work orders that are assigned to you.
Select My Groups
Shows all the work orders that are assigned to your support
group.
All My Groups
Show AllShows all work orders for your support group.

Show UnassignedShows all the work orders that are
unassigned for your support group.
Shows all the work orders that are assigned to all support groups
that you belong to. If you belong to more than one support group,
the work orders for all those groups are displayed.
Show AllShows all work orders for all your support groups.
Show UnassignedShows all the work orders that are
unassigned for all your support groups.
You can view work orders and refresh the items displayed in the table. For more
information about viewing and refreshing work orders, see Working with table
data on page 48.
You can also create new work orders by clicking Create under the Assigned Work
Orders table. For more information, see Creating work ordersbasic steps on
page 216.
Viewing work orders assigned to Select My Groups

The Console View feature lets you display work orders that are assigned either to
you or to the support groups to which you belong. If you select All My Groups or
Select My Groups, the Show Unassigned option is available. When selected, it
limits your search to work orders that are not assigned.
If you select either Show All or Show Unassigned from Select My Groups, the My
Group Selection dialog box appears.
184
Figure 4-2: My Groups dialog box
This dialog box contains a listing of all of your groups. You can select the needed
group, or groups you wish to query against, by selecting the Yes check box under
View Group and then clicking OK.
Functions
The Functions section lets you easily select important features.
New Work Order
Opens the Work Order form in New mode. For information, see
Creating work ordersbasic steps on page 216.
Search Work Order Opens the Work Order form in Search mode. For information, see
Searching for work orders on page 187.
My Profile
Allows you to set your profile. For information, see Viewing your
profile on page 29.
Application
Preferences
Allows you to set your application preferences and options. For

information, see Setting application preferences and options on
page 34.
Reminders
Opens the Reminders dialog box. For information, see Using

reminders on page 198.
Reports
Opens the Report Console. For more information, see Generating

reports on page 39.
Other applications
The navigation pane of the Work Order Console also contains links to view
additional applications that you might have access to:
Overview
Opens the Overview Console.
Approval
Console
Opens Approval Central so that you can view all work

orders pending approval.
CMDB
Opens the CMDB Class Manager Console.
Other links that are displayed in the navigation pane are determined by the
Chapter 4
185
Assigned Work Orders table

You can switch focus between the Work Orders and Tasks in the Work Order
Console. To focus on work orders, choose Console Focus > Work Orders. The
Assigned Work Orders table is displayed. For more information, see Viewing
tasks assigned to you on page 194.
The Assigned Work Orders table lists the work orders that are assigned to work
order managers and assignees. The WO prefix identifies the work orders. You can
filter the work orders in the table by using the Company and Console View fields
at the top left corner of the console.
The Assigned Works Orders table displays the following important information
about work orders:
Work Order DetailsShows basic read-only information about the work order.
You can view additional details about the person who created the request and
the person it is assigned to.
Work InfoShows activity associated with the work order. You can view,
create, or report on work information.
TasksShows basic read-only information about tasks associated with the work
order, for example, who the task is assigned to and its status.
Work Info
The Work Info area lets work order managers and assignees view or create the
actions performed or information gathered about a work order. For example, you
can create a work information entry that documents the installation and back-out
procedures for a work order. For more information, see Entering work
information when modifying work orders on page 218.
Assigned Tasks tables

You can switch focus between the Work Orders and Tasks in the Work Order
Console. To focus on tasks, choose Console Focus > Tasks. The Assigned Tasks
table is displayed.
The Assigned Tasks table lists the tasks that are assigned to assignees. The table list
includes a column that shows the work order assignee of the task. The TAS prefix
identifies the tasks. You can filter the tasks in the table by using the Company and
Console View fields at the top left corner of the console. For more information, see
Viewing tasks assigned to you on page 194.
You do not have to view tasks in the Work Orders form. The Assigned Tasks table
displays the following important information about tasks:
Task DetailsShows basic read-only information about the task. You can view
additional details about the person who created the task and the person it is
assigned to.
186
Work Order DetailsShows basic read-only information about the work order
associated with the task. You can view additional details about the person who
created the work order and the person it is assigned to.
Work InfoShows activity associated with the task. You can view or create
work information.

Two types of searches are available from the main console. One type of search only
looks through work orders that are in some way associated with you through your
login ID or group ID (for example, work orders created by you, assigned to you or
to your support group, and so on) and that meet your specific search criteria. You
execute this type of search from the Search area near the top of the console. See
Searching your work orders (which follows) for a description of how to run this
type of search.
NOTE
You can view the support groups you belong to by clicking the My Profile link in
the navigation pane, then opening the Support Groups tab. See Viewing your
profile on page 29 for more information about this link.
The other type of search looks through all of the work orders that meet your search
criteria, regardless of their associations to people or groups. You run this type of
search by using the Search Work Order link in the navigation pane. See Searching
all work orders on page 189 for a description of how to run this type of search.
Searching your work orders

You can use the Work Order Console to search the database for work orders
associated with you or your group and that meet your specific search criteria. Use
this type of search when you are looking for a record that you know is associated
with your ID or with your groups ID.
To search for work orders associated with your login ID

1 In the Work Order Console, choose Console Focus > Work Orders.
2 From the Search Criteria area, select your search criteria from the various selection
boxes.
Figure 4-3: Work Orders Search Criteria area
Chapter 4
187
NOTE
The most commonly searched-upon record fields appear in the Search Criteria
area of the console. See Search criteria on page 193.
3 Click Search.
When you make changes in the Search Criteria on the console, you must click
Search to update the Assigned Work Orders table.
4 Scroll through the search results table to find the specific work order you want.
NOTE
If the search returns a large number of work orders, you can narrow the results by
using the Advanced Search feature. More record fields are available as search
criteria under the Advanced Search option. See the next section, Using the
Advanced Search function.
You can also search for another work order from within an open record by using
the standard BMC Remedy User search function.
Using the Advanced Search function

If your search returns too broad a range of work orders, you can perform an
advanced search to narrow the results.
To use the advanced search function

1 In the Work Order Console, click Advanced Search.
The Advanced Qualification Builder dialog box appears.

2 From the Keywords or Fields selection boxes, select the keywords or record fields
on which you want to search.

To insert operators (+, =, >,<, and so on), click the appropriate operator button. Do
not forget to place literal values between quotation marks. For example, to search
for a record that has a work order ID of WO0000069, you would construct the
following search:
Work Order ID = WO0000069
NOTE
You can also type directly into the Qualification field.
3 Click Select
The dialog box closes and you return to the main console.
4 Click Search.
The search results table updates with the results of your search.
188
Searching all work orders

This procedure describes how to search all work orders. Use this type of search
when you are looking for a work order that is not associated with your ID or your
groups ID, or anytime you must search all work orders.
To search all work orders

1 In the navigation pane, click Search Work Order.
The Work Order form appears in search mode.

The Work Order form in search mode is arranged similarly to the Work Order
form in modify or new modes, and contains the same tabs and fields. You can use
any of the tabs and fields in the search form to specify your search criteria.
2 Using the tabs and fields, build your search condition.
To reduce the number of records found by the search, enter as much information
into the search form as you can.
3 When you finish entering your search criteria, click Search.
When the search finishes, the Work Order form appears along with a search results
table that contains all of the records that match the search criteria.
4 Scroll through the table to find the specific record you want.
5 When you find the record, open it in the Work Order form in Modify mode by
clicking it in the search results table.
Searching for work orders assigned to groups

You can see a list of your assigned work orders or a list of work orders assigned to
your group in the Work Order Console.
If you want to view work orders according to specific criteria, you can search for
them according to these criteria as well.
To see a list of open work orders assigned to you

1 Open the Work Order Console.
2 Click Console View.
3 Click Personal.
Your open work orders are displayed in the Assigned Work Orders table.
4 To view the details of a work order, select the item in the list and click View.
The work order is displayed.
To see a list of open work orders assigned to your group

2 Click Console View.
Chapter 4
189
3 Click All My Groups.

4 Select Show All.
All the open work orders assigned to your group are displayed in the Assigned
Work Orders table. If you belong to more than one group, the work orders
assigned to all those groups are listed.
5 To view the details of a work order, select the item in the list and click View.
To search for a work order using specific criteria

1 In the navigation pane of the Work Order Console, choose Functions > Search
Work order.
The Work Order form appears in search mode.
Figure 4-4: Work Order form in search mode
2 Enter criteria in the appropriate fields to define your search.
190
3 Click Search.
The work orders matching the criteria are displayed.

Figure 4-5: Work Order form and search results
4 Scroll through the table entries to find the work order you want to view.
5 To view the details of a work order, select the work order.

Related topics:
Entering work information when modifying work orders on page 218
Searching for users in the Work Order form

If you are not certain whether a user already has an existing record in the People
database, you can perform a search. You can view the users record and, if
necessary, modify it. You can perform the following procedure from any form that
has a Login Name or Name field.
To search for users in a work order

1 Open a form or dialog box, for example, the Work Order form, containing the Last
Name field.
2 Click in the Last Name field, and enter partial information you might know about
the individual you are looking for.

For example, if you know only the user's last name, you can enter only the last
name.
Chapter 4
191
3 Without moving your cursor from the field, press ENTER.
NOTE
The plus sign (+) beside certain fields indicates that there is workflow that acts on
the field when you place the cursor in the field and press ENTER.
TIP
If you type a letter or name into the Company or Last Name fields and press
ENTER, the field becomes auto-populated. If multiple choices exist, a selection list
or the People Search dialog box appears, to help you enter a name. Otherwise, you
are prompted if no such letter or person exists in the system.
Figure 4-6: People Search dialog box
4 (Optional) If you need to narrow the list, enter search criteria in the appropriate
fields and then click Search.

The Search Results table shows the matching records.
192
5 To view a record, select it and click View.

Figure 4-7: People form
6 To make changes, update the appropriate fields and click Save.

7 Click Close to close the People form.
8 Click Select to choose a person and close the People Search dialog box.
The fields are populated with the information relating to the person for whom you
searched.
Search criteria
The Search Criteria area lets you filter the work orders you see in the Assigned
Work Orders table.
You have the following options:
StatusLets you view work orders based on their current status, for example,
All Open Work Orders.
DatesLets you view work orders based on the Submit date field. You can
choose to display work orders created in the last 24 hours, the last 48 hours, and
so on.
RoleLets you view work orders based on predefined roles, for example,
Assignee. You must have the functional role of Assignee or Manager within the
Work Order application to have access to certain options. For example, selecting
Assignee lists only those work orders for which you are the assigned user.
Work Order TypeLets you view work orders based on their type, for example,
Project or General.
You can click Advanced Search to view the advanced qualification builder.
Chapter 4
193
TIP
Search to update the Assigned Work Orders table.
Viewing tasks assigned to you

When you are viewing your assigned work orders, you can also view any tasks
related to the work orders, which are assigned to you. The TAS prefix identifies
tasks included with the work order.
To view tasks assigned to you

2 In the Assigned Work Orders table, select a work order.
3 Click the Tasks tab.
The tasks assigned to you are displayed.

Figure 4-8: Tasks tab
4 Select a task and then click View.
The task is displayed.
194
Figure 4-9: Viewing assigned Task form
5 Edit details, as needed.

6 Save your work and close the form when you are finished.
Related topics:
Assigned Work Orders table on page 186

Assigned Tasks tables on page 186
Searching for tasks

You can search through tasks that meet your specific search criteria, for example,
by status or date. You execute this type of search from the Search area near the top
of the console.
To search for tasks

1 In the Work Order Console, choose Console Focus > Tasks.
2 From the Search Criteria area, select your search criteria from the various selection
boxes.
Figure 4-10: Tasks Search Criteria area
Chapter 4
195
In some cases, you are able to type text into the Search Criteria fields. Where this
is the case, click Search to update the contents of the search results table.
NOTE
The most commonly searched-upon record fields appear in the Search Criteria
area of the console. See Search criteria on page 193.
3 Click Search.
Search to update the Assigned Tasks table.
4 Scroll through the search results table to find the specific task you want.
NOTE
If the search returns a large number of tasks, you can narrow the results by using
the Advanced Search feature. More record fields are available as search criteria
under the Advanced Search option. For more information, see Using the
Advanced Search function on page 188
You can also search for another task from within an open record by using the
standard BMC Remedy User search function.
Broadcast messages
The Broadcast messages on the upper-right portion of the console enable you to
view and create broadcasts that can be viewed by the entire organization or by
users in the support, approver, management, and administrator groups.
For information, see Broadcasting messages on page 35.
Setting Work Order Console preferences

Work Order Console, displayed by user. For example, when the Work Order
Console opens, you can determine the default search criteria settings.
When you define here your preferences (for example, All Open Work Orders are
the default setting for the Work Order Status field), these base set of preferences
are inherited in the Overview Console.
Depending on which consoles you have permissions to access, you can view their
To set application preferences

1 From the Work Order Console, choose Functions > Application Preferences.
The Application Preferences dialog box appears.

2 Click the Work Order Management tab.
196
Figure 4-11: Application Preferences dialog box
3 In the Console View field at the top of the dialog box, choose which group searches
the Work Order form and displays the results in the Work Order Console.
The default setting is none, but you can, for example, choose Personal or All My
Groups. For more information, see Using Company and Console View on
page 184.
4 In the Search Criteria Default area for the console page, define the following
options:
Work Order StatusWhen the Console Focus is Work Orders, choose the
setting that appears in the Status field. The default is none.
Work Order RoleWhen the Console Focus is Work Orders, choose the setting
that appears in the Role field. The default is none.
Work Order TypeWhen the Console Focus is Work Orders, choose the setting
that appears in the Work Order Type field. The default is none.
Task StatusWhen the Console Focus is Task, choose the setting that appears
in the Status field. The default is All Tasks.
5 In the Overview Console area, define the following options:
Show Work OrderChoose Yes if you want work orders loaded into the
Assigned Work table when the console is opened.
Show TaskChoose Yes if you want tasks loaded into the Assigned Work table
when the console is opened.
Chapter 4
197
6 In the Work Order Console Settings area, choose if you want work orders or tasks
loaded into the console when you open it.

The default setting is none, but you can, for example, choose Yes in the Show Work
Order field if you want work orders to be displayed.
7 Click Save.
You must close and re-open the Work Order Console for the changes to be
displayed.
Using reminders
Reminders enable you to create notes for yourself and others. You can send them
by email or through BMC Remedy Alert, and you can specify when they are sent.
You can create generic reminders, or you can create reminders that are associated
with a specific work order or task. For example, you can send yourself a note about
a specific work order to remind you to follow up on it.
Whether you access reminders from the console or from within a work order
determines which reminders you are able to view:
When you open the Reminders dialog box from the console, you can view all
reminders that you have created.
When you open reminders from within a work order, you can view all
reminders associated with that work order. This includes reminders created by
other users of Service Request Management.
You can modify or delete only the reminders that you have created.
Creating reminders
If you create a reminder from the console, the reminder is generic. If you create a
reminder from within a work order, the reminder is specific to that work order.
198
To create a reminder
1 In the Work Order Console, or from within a work order or task, choose Functions
> Reminders.
The Reminders dialog box appears.
2 Click the Create Reminder tab.
Figure 4-12: Reminders dialog boxCreate Reminder tab
3 From the Notify list, select either Individual or Group, depending on whether you
are sending the reminder to a single person or a group of people.

4 In the Recipient field, type the name of the person or group that you want to notify.
If you type a name in the Recipient field and press ENTER, the AR Login field is
automatically populated. If you leave the field empty and press ENTER, the People
Search dialog box appears. You can search for a name and select it from a list. The
Recipient and AR Login fields are automatically populated.
5 In the Time field, enter the time that you want the system to send the reminder.
You can type the information, or you can click the button next to the field and select
the time from the calendar that is displayed. By default, the Time field contains the
current date and time.
6 In the Subject field, enter information about the reminder.
The information in this field is displayed in the subject line if the reminder is sent
by email.
7 Type the reminder message in the Message field.
8 Click Save.
9 Click Close to close the Reminders dialog box.
The reminder is sent at the time you specified.
Chapter 4
199
Viewing, modifying, and deleting reminders

If you open the Reminders dialog box from the Work Order Console, all reminders
that you created are displayed. If you open the Reminders dialog box from within
a work order, only the reminders associated with that work order are displayed.
To view and modify existing reminders

1 In the Work Order Console, or from within a work order, choose Functions >
Reminders.
The Reminders dialog box is displayed. If you opened the dialog box from the
Work Order Console, all reminders that you created are displayed. If you opened
the dialog box from within a work order or a task, only the reminders associated
with that work order or task are displayed.
Figure 4-13: Reminders dialog boxShow Reminders tab
2 In the Show Reminders field, select the set of reminders that you want to view. The
choices are All, Pending, and Sent.

The reminders are displayed in the table.
3 Select a reminder, and click View.
4 The Reminder Details dialog box is displayed.
Figure 4-14: Reminder Details dialog box
200
Using the Work Order form
5 Make your changes to the reminder, and click Save.
A message reports that the reminder has been modified.

6 Click Close to close the Reminder Details dialog box.
To delete reminders
1 From the Work Order Console or from within a work order or task, choose
Functions > Reminders.

The Reminders dialog box is displayed. If you opened the dialog box from the
Work Order Console, all reminders are displayed. If you opened the dialog box
from within a work order or a task, only the reminders associated with that work
order or task are displayed.
2 In the Show Reminders field, select the set of reminders that you want to view. The
choices are All, Pending, and Sent.

The reminders appear in the table.
3 Select the reminder that you want to delete.
4 Click Delete.
A message reports that the reminder has been deleted.


The Work Order form is used to manage a work order and track its progress from
initiation to completion. The Work Order form is also used to assign tasks to
different support groups.
Before you begin searching, creating, or modifying information in the Work Order
form, you must understand the information relationships among the different
areas of this form.
First, you must create assignment mappings to assign a work order to a support
group, to an individual, or to both. An individual in the support group must
assume the functional role of Work Order Assignee. Assignment mappings can be
created for work order assignees. For information about functional roles and
assignment mappings, see the BMC Service Request Management 2.2.00
The Work Order form provides an example of the level of integration in the SRM
application, as a work order can result due to an incident, a change to a
configuration item, or a known error correction as a result of problem
investigation.
Chapter 4
201
Figure 4-15: Reviewing work orders in the SRD architecture model
Work order management can be defined to fulfill service requests, similar to the
other back-office applications.
The Work Order form consists of four main areas:
Navigation PaneLinks to specific work order form functions.

Work Order InformationEnables you to enter additional information into the
Work Order form as needed.
View Service RequestIf the work order is attached to a service request, the
View Service Request link appears at the top right corner of the Work Order
form. This link allows you to view read-only information about the service
request, for example, its work history, its Request ID, and so on.
Work Order TabsLet you define additional information about the work order.
202
Figure 4-16: Work Order form
For more information, see the following procedures:
Managing work orders on page 216

Creating work ordersbasic steps on page 216
Working with tasks on page 234
Fulfilling work orders on page 248
Monitoring the progress of a work order on page 251
Using Quick Links

The View Broadcasts button in the left navigation pane of the Work Order form
opens the View Broadcasts dialog box. For more information, see Viewing
broadcasts on page 39.
Chapter 4
203
Using Functions
You can perform important functions from the Functions tab in the left navigation
bar of the Work Order form.
Reminders
For information, see Using reminders on page 198.
Email System
For information, see Sending email on page 206.
Paging System
For information, see Paging a person or on-call

group on page 204.
View Audit Log
For information, see Viewing audit log on page 207.
Work Order
Template
Lets you select any templates made available for your

support group. For information, see Selecting work
order templates on page 208.
Using other consoles

The navigation pane of the form also contains links to view additional applications
OverviewOpens the Overview Console. For information, see Opening the

Overview Console on page 24.
Request EntryOpens the Service Request Console. For more information, see
the BMC Service Request Management 2.2.00 Users Guide.
Work Order ConsoleOpens the Work Order Console. For information, see
Using the Work Order Console to manage work orders on page 180.
ReportsOpens the Report Console. For information, see Generating reports

on page 39.
Any other links that are displayed in the navigation pane are determined by the
Sending pages and email messages

The Work Order form gives you two methods of sending messages to either
individuals or organizations:
Paging
Email
This section describes how to send both types of messages.
Paging a person or on-call group

You can page individuals or the on-call member of a group about the current
record using the Paging System feature.
204
To page a person or an on-call group

1 Open the work order from which you want to send the page.
2 From the navigation pane on the left side of the form, choose Functions > Paging
System.
3 Select either:
Page By PersonTo page an individual.

Page By On-Call GroupTo page the on-call member of a specified group.
4 Select the recipient.
To do this, complete the fields in the Search Criteria area, then click Search. When
the search finishes, click the recipients name in the search results table, then click
Select.
If you are sending a page to a person (instead of an on-call group) and need help
deciding which is the correct person, you can see more information by selecting an
individual's name from the list, and then clicking View. This opens the People
form, which contains detailed information about the recipient.
5 Complete the fields in the Paging Information area, as follows, then click Send
Page Now.
Pager Service ProviderSelect the recipients pager service provider from the
list.
If you are sending a page to a person, you can find this information by selecting
the persons name from the search results list, then clicking View (as described
in step 4). When the People form appears, click the Notifications tab and look for
the Pager Service Provider field.
NOTE
If you need more information about the service provider, click the button with the
globe icon beside the field to open a link that takes you to the service providers
website.
Pager TypeThe system populates this field automatically, using information

about the recipient already in the system.
Pager NumberThe system auto-populates this field with the pagers

telephone number, when possible. If the pager number is unavailable to the
system, you must enter the pager number manually. See Manual Pager Number.
Pager EmailIf the pager has an email address, type it here. If you are sending
the page to a person, this information is available on the Notifications tab, as
described previously.
Manual Pager NumberIf the pagers telephone number is not available

automatically from the paging system, type the pagers telephone number here.
Alphanumeric Pager Message or Numeric Pager MessageType your message

in this field. Be aware that only one of these fields is enabled, depending on the
type of pager the recipient carries.
Chapter 4
205
Sending email
You can send messages about the current record using the Email System.
To send an email message

1 Open the work order from which you want to send the email.
2 From the navigation pane on the left side of the form, choose Functions > Email
System.
The Email System dialog box appears.
3 Indicate the recipient by selecting either:
Current ContactWhen you open the Email System form, if there is a current
contact assigned to the record, the contacts name and contact information
appears in the table and is the default recipient.
Current AssigneeTo select the current assignee, click Select Current Assignee.
The current assignees name and contact information appears in the table.
NOTE
Only perform the next step if you are sending the email to more than one recipient.
4 To select another recipient, complete the following steps:
a Complete the fields in the People Search Criteria area.
b Click Search.
c When the search finishes, select the recipients name in the search results table.
If you need help deciding which is the correct name in the list, you can see more
information by selecting an individual's name from the list, and then clicking
View. This opens the People form, which contains detailed information about
the recipient.
5 Complete the email information fields as described in the following list:
Internet EmailType the recipients email address here.

You can find this information by selecting the persons name from the search
results list, then clicking View (as described in step 3). When the People form
appears, look for the Internet Email field on the General tab.
Email Subject LineBy default, the subject line contains the work order ID
number, to which you can append text to or over-type.
Email Message BodyType the message text here. A series of buttons, to the
right of the Email Message Body field, lets you automatically insert text from the
record into the message text. You can insert the following values:
Status
Summary
Details
Resolution
206
NOTE
If one or more of these buttons appear disabled, it means the corresponding field
in the record contains no information.
Email AttachmentYou can attach a file to the email message (you are limited
to just one attachment). To do this, right-click inside the Email Attachment table,
then click Add. The Add Attachment dialog box appears. Navigate to, then
select the file you want to attach. Click Open. Details of the attached file appear
in the table.
6 Click Send Email Now.
Viewing audit log

Viewing audit logs allows you to view field and notification audits against the
work order. When certain fields are changed or when system notifications are sent,
an audit entry is created to track the work order. The login ID of the individual
making the work order appears next to the audit entry.
Figure 4-17: Work order audit log
To filter the information displayed, you can select the Audit Type that you want to
view, for example, ALL, Requester, or Status.
To view audit logs

1 Open the work order from which you want to view the log.
2 From the navigation pane on the left side of the form, choose Functions > View
Audit Log.
3 (Optional) Use the Audit Type list to filter out audit log entries.
4 Click the Notification Audit tab to view notification audit entries against the work
order.
5 Select a notification audit entry and click View.
Chapter 4
207
Selecting work order templates

The Work Order Template function allows you to select any templates that can be
made available for your support group. You use work order templates to quickly
and efficiently create standard work orders with a minimum of mouse clicks and
keyboard entry. Work order templates are useful in any work order that follows
well-defined methods for specific and repeated requirements, for example,
Installs, Moves, Add Changes (IMAC). New and occasional users to work orders
should find work order templates very helpful.
If you need type fields with your work order, you must generate them from a work
order template. For more information, see Defining type fields on page 233.
To select templates
1 Create a work order.
You can apply a work order template to a work order in any state up to Scheduled
to Approval, as long as the work order is not waiting for approval. Also, you can
select a work order template only once for each work order.
2 From the navigation pane on the left side of the form, choose Functions > Work
Order Template.
The Work Order Available Templates dialog box appears.
Figure 4-18: Work Order Available Templates dialog box
208
3 Click View to examine the contents of a work order template.
The template appears in read-only mode. Viewing a template lets you see its
assignments, its task and task group templates, and other important features.
Figure 4-19: Viewing a work order template
NOTE
You cannot create, modify, or delete work order templates in the Work Order
application; you can only view them. You must use the Application
Administration Console to create, modify, or delete work order templates instead.
Only users with Work Order Config permissions can create, modify, or delete
work order templates. For more information, see the BMC Remedy IT Service
Management 7.0 Configuration Guide.
4 When you are finished, close the Work Order Template dialog box.
5 From the Work Order Available Templates dialog box, click Select Template.
The contents of the template are applied to the work order. The work order
template overwrites any field values that are already present in the work order. If
the work order already includes relationships or tasks, these are not overwritten.
Any additional tasks from the template are added as peers, and additional
relationships are included with the work order.
Chapter 4
209
Viewing details of a service request associated with the work order

If the work order is attached to a service request, the View Service Request link
appears at the top right corner of the Work Order form. This link allows you to
view read-only information about the service request, for example, its work
history, its Request ID, and so on.
Figure 4-20: View Service Request link
View Service Request link that is displayed when
the work order is attached to a service request
To view the service request associated with the work order

1 Open the Work Order form in Search mode.
2 Perform a search for work orders.
3 Select a work order that displays the View Service Request link.
4 Click the View Service Request link.
The Request Details dialog box appears.

5 Do one of the following tasks:
Click the Work Info tab to track the history of the service request.
Click the Details tab to view a complete list of the requests details.
210
Work order life cycleState transitions

A work order has various states to indicate its position in the life cycle.
Notifications might be sent at certain points in its life cycle to alert users that
certain events have occurred.
Table 4-1: Work Order Status
Status
Description
Assigned
Initial state, or user saves draft of service request.
Pending
The following descriptions can apply:
Service Request Coordinator needs additional information.

Indicates if an error has occurred for some reason, for
example, inaccurate data. Service request is created with an
error. No work order is created.
Waiting Approval
Service request is going through the approval process.
Planning
Work order is created, service request is in progress, but no

work has started yet.
In Progress
Service request is being implemented. At least one of the backend application requests is in progress.
Completed
All work orders have completed successfully

Service request is completed, if this is the only work order
or the last work order.
Rejected
Service request was rejected after being sent through the

approval process.
Canceled
End user has canceled the service request. This operation

cancels the service request and sends a signal to the work
order that the service request has been canceled.
One or more back-end AOIs have been canceled. Service
Request Coordinator is notified.
Closed

Closed without any problems.
Closed but with some problems.
Closed by the system based on the number of days the
service request has been in an end state (completed or
canceled). The number of days to wait before closing the
service request is configurable.
The following diagrams show the legal state transitions in the life cycle of a work
order.
Chapter 4
211
Figure 4-21: Work order life cycleAssigned, Pending, and Waiting Approval states
The following table describes the transitions that are excluded in the work order life
cycle for the Assigned, Pending, and Waiting Approval states. For example, you
cannot move a work order directly from Assigned status to Closed status.
Table 4-2: State transitions excluded in work order life cycle
212
Work order cannot move from this

status...
... to this work order status
Assigned
In Progress
Assigned
Completed
Assigned
Closed
Pending
Assigned
Pending
In Progress
Pending
Completed
Pending
Closed
Waiting Approval
Assigned
Waiting Approval
Pending
Waiting Approval
In Progress

status...
Waiting Approval
Completed
Waiting Approval
Closed
Figure 4-22: Work order life cyclePlanning and In Progress states
cycle for the Planning and In Progress states. For example, you cannot move a
work order directly from Planning status to Assigned status.
status...
Planning
Assigned
Planning
Pending
Planning
Waiting Approval
Planning
Completed
Planning
Closed
Chapter 4
213

status...
In Progress
Assigned
Figure 4-23: Work order life cycleCompleted and Closed states
cycle for the Completed and Closed states. For example, you cannot move a work
order directly from Completed status to Assigned status.
214

status...
Completed
Assigned
Completed
Pending
Completed
Waiting Approval
Completed
In Progress
Closed
Assigned
Figure 4-24: Work order life cycleRejected and Canceled states
cycle for the Rejected and Canceled states. For example, you cannot move a work
order directly from Rejected status to Assigned status.
status...
Rejected
Assigned
Canceled
Assigned
Chapter 4
215
Managing work orders

The following sections provide detailed procedures on creating work orders and
related tasks in the Work Order form.
Creating work ordersbasic steps

The following section describes the basic steps for creating a work order.
To create a new work orderbasic steps

1 On the Work Order Console, choose Functions > New Work Order.
The Work Order form is displayed. The tabs you see vary according to which other
applications are installed, for example, SLM.
The work order initially appears in Assigned status. To enable the work order from
Assigned status to be moved to its next state, enter information into the following
required fields.
2 (Optional) Use a work order template to fill out the contents of the work order.
Work order templates are especially useful in any work order that follows welldefined methods for specific and repeated requirements. Work order templates do
more than simply fill out fields for you; they can also include tasks with the work
order. For more information, see Selecting work order templates on page 208.
3 Click in the Last Name field, enter partial information you might know about the
individual you are looking for, and then press ENTER.

From the People Search dialog box that appears, select the appropriate user record,
and then click Select. The other fields in the Requested By section are filled in with
information from the users People form record.
4 Click the Assignment tab.
5 Enter information in the Request Manager section.
a Make a selection for the Support Company field.
Your selection filters the Support Organization menu list.

b Select a Support Organization.
Your selection filters the Support Group Name menu list.

c Select a Support Group Name.
Your selection filters the Request Manager menu list.

6 Click Save to create the work order.
Entering additional details when creating work orders

You can enter additional information into the remaining fields of the Work Order
form as needed.
216
To fill in additional details when creating work orders

1 In the Summary field, enter a brief description of the work order.
2 In the Description field, enter a more complete description of the work order.
3 Select the Priority to identify the importance you (as support staff) assign to the
work order.
Priority indicates the relative order in which changes should be addressed. It is
influenced by considerations of risk and resource availability. The default value of
the Priority field is Low.
4 In the Requester tab, fill in any additional information about the person creating
the work order (Requested By) and the intended target of the task (Requested For).
If you type a letter or name into the Requested By or Requested For fields and press
or the People Search dialog box appears, to help you enter a name. Otherwise, you
are prompted if no such letter or person exists in the system.
NOTE
When searching for users, they must have a Login ID in the CTM:People form.
Otherwise, no information is auto-populated.
5 Modify information as needed in the required fields on the Requester tab, for
example, Support Organization.

This information is auto-filled, based on your login. The Support Organization is
the organization or group that the work order is assigned to.
TIP
If you type a letter or name into the Company or Last Name fields and press
or dialog box appears, to help you enter a name. Otherwise, you are prompted if
no such letter or person exists in the system.
6 Click Save to save your changes.
Using the Classification tab to classify work orders

The Classification tab is used to describe the work order and show which products
and services are affected by the work order.
To use the Classification tab

1 Open the work order.
2 Click the Classification tab.
Chapter 4
217
Figure 4-25: Work Order formClassification tab
3 Enter the following information:

a Enter Location information.
b Enter information about the Operational and Product categorizations.
Operational categorization is based on a three-tier hierarchy defined in the

Operational Catalog Setup form.
Product categorization is based on a five-tier hierarchy defined in your

Product Catalog Setup form.
c View the read-only information about the business service attached to the work
order.
For more information, see Adding a business service to the SRD on page 146.
Entering work information when modifying work orders

You sometimes need to modify the work order with work history entries that you
can create during its life cycle to document activities performed or information
gathered. You use the Work Info tab to add work information regarding tasks
performed on the current work order. For example, you can track a work orders
progress by recording the steps you took to implement it in the work history.
As you track and supervise a work order, you move it from one state to another,
for example, from New to Waiting Approval. The work order should follow the
stages in the recommended life cycle. If you have simple work orders or work
orders that are already underway, you might see that the status is set to Pending
or some other status. For work orders that require approval, do not set the status
to any stage later than Planning.
218
Figure 4-26: Work Order formWork Info tab
You might want to add work information about the following activities:
General InformationNotes about the work order, for example, you might
want to add a note that a particular CI was deployed, and include the date.
PlanningNotes about a plan to implement a work order throughout your

organization.
ImplementationInstallation and back out procedures for the work order.

Costing and ChargingAdditional information about the cost of the work
order, or so on. For example, you might want to add a note that the cost was split
between two cost centers, or that the cost to implement a work order came under
budget.
To modify a work order

1 Locate the work order that you want to modify:
On the Work Order Console, select the work order from the Assigned Work
Orders table, and click View.
Search for the work order, as described in Searching for work orders on
page 187.
The work order is displayed in the Work Order form.
2 Make the appropriate changes.
3 Click the Work Info tab and take the following steps:
a From the Work Info Type list, select the type of work information you want to
add.
b From the Source list, select the source of this information.
Web.
c Enter the details of your work information record in the Summary and Details
fields.
Chapter 4
219
d To add an attachment to the record, right-click in the attachment table and select
Add from the menu that appears. With browsers, click the Add button.
e From the Locked list, select Yes or No to lock the log.
WARNING
You cannot modify the work log after you save it.
f From the View Access list, select Internal or Public.
InternalIf you want only users within your organization to see the entry.
PublicIf you want everyone with access to the system to see the entry,
including requesters.
4 When you have finished updating the work order, click Save.
The Save operation adds your entry to the work history. The Show field allows you
to filter out specific work entries based on the type of activity displayed in the
table.
5 To see a report of the activities you performed against this work order, click
Report.
NOTE
When you return to the Work Order Console, you might need to refresh the
Assigned Work Orders table to display all the modified records.
Creating work order task groups and tasks

When you plan a work order, determine whether you can divide it into separate
tasks. Tasks are the individual components of a work order and are assigned to
assignees who complete the tasks.
TIP
When you are creating tasks for a work order, you must complete the Requester
Information, Work Order ID, and Summary in the work order before you include
the tasks.
The Tasks tab displays the tasks that are required to be performed to complete the
work order. You can use task groups to manage a work order with many tasks,
each having its own schedule, task assignee, and plan. For less complex work
orders, tasks are optional. Tasks are created and modified within the work order
and are stored separately within the Tasks form. A single work order can have an
unlimited number of tasks.
After a task is assigned to a support group or an individual, the assignee receives
notifications to perform the various task activities based on the work order
process.
220
Tasks, like work orders, go through many state transitions as they progress. The
status in which a task is created depends upon the status of the parent work order.
Viewing task groups and tasks

Your assigned tasks and task groups are listed in the Assigned Tasks table on the
Work Order Console. Tasks are prefixed with TAS and task groups with TGR.
You can also view tasks and task groups related to a work order from within the
Tasks tab of the Work Order form.
Figure 4-27: Work Order formTasks tab
IMPORTANT
You can click the View Flow button to see a read-only view of the task flow in the
task group. For more information about using the View Flow button, see Viewing
the flow of a task on page 222.
To view task groups and tasks

1 In the Assigned Tasks table on the Work Order Console, or from within the Tasks
tab of a work order, select the task group or the task that you want to view.
2 Click View.
Tasks are displayed in the Task form, while task groups are displayed in their Task
Group form.
Chapter 4
221
Figure 4-28: Task form
Related topics:
Assigning a sequence number to task groups and tasks on page 229

Viewing the flow of a task

You can click the View Flow button to see a read-only view of the task flow in the
task group.
To view the flow of a task

1 Open the work order (in the Work Order form).
3 Select the task group or the task that you want to view.
4 Click View Flow to see a read-only view of the task flow in the task group.
The Task Flow Viewer appears.
222
Figure 4-29: Task Flow Viewer
The Task Flow Viewer uses color codes to illustrate the different stages of the tasks.
For example, a blue stage indicates that its status is Closed, but a yellow stage
shows its status is Staged. The Viewer also shows you the flow among tasks.
You can also perform the following functions in the Task Flow Viewer.
Zoom in to focus the view.

Zoom out to expand the view
Click the pan buttons to move the flow around.
5 Close the Task Flow Viewer when you are finished.
Relating ad hoc tasks to work orders

You can relate an ad hoc task to the work order, as appropriate. You can manually
set the assignment for any task.
To relate an ad hoc task to a work order

Chapter 4
223
Figure 4-30: Tasks tabAd hoc task
3 In the Request Type field, select Ad hoc.

4 Click Relate.
Certain fields in the form are already populated with data for the work order.
Figure 4-31: Ad hoc task in Task form
5 In the upper area of the form, fill in the following required fields:
NameEnter a descriptive name of the task.

SummaryEnter a brief description of the task.
The Type field is set by default to Manual when you create an ad hoc task.
6 In the General tab, fill in information about the company.
The Company field defaults to the contents of the Location Information area in the
Work Order form (in the Classification tab). Your task can be assigned to a
different department or company.
224
7 In the Requester tab, fill in information about the person creating the task
(Requester) and the intended target of the task (Requested For).

Some information is set by default from the Requested By information of the work
order.
8 In the Classification tab, fill in information about the product and operational
categorizations.
9 In the Assignment/Dates tab, fill in the following fields to assign the task:
Assignee GroupOptionally, select an assignee group from the list.

AssigneeOptionally, select an assignee from the list.
The assignment engine automatically assigns the task when the task is created
according to how the administrator has configured the application, but you can
override this if needed. For more information about assignment configuration,
see the BMC Remedy IT Service Management 7.0 Configuration Guide.
Scheduled Start DateOptionally, enter an estimated start date.

Scheduled End DateOptionally, enter an estimated end date.
You might want to set the Start Date and End Date to be different from the dates
of the parent work order.
10 In the Relationships tab, search for and then relate configuration items, LDAP
objects, and software library items that are needed with this task.
11 When you have finished creating the task, click Save.
The task information form closes and you return to the Work Order form. The task
management subsystem enforces the dependencies between tasks. These relate to
any Sequence order you might have specified in the Work Order form.
Related topics:
Relating predefined task group or task templates to a work order on page 225
Assigning a sequence number to task groups and tasks on page 229
Creating work order assignments on page 230
Relating predefined task group or task templates to a

work order
You can relate a predefined task or task group template to the work order. If
Change Management is installed, the following predefined best practice task
group and task templates are included, out of the box, that you can use for
installing or deploying software and verifying task completion. These templates
were specially created for the integration of Change Management with BMC
Configuration Management.
For more information, see the BMC Remedy Task Management System 7.0
Administrators Guide.
Chapter 4
225
Other templates might have been added by your application administrator.

Create and Modify Policy
with Closed Loop
Verification
Task group that includes the following tasks:

Closed Loop Verification (automatically)
You use this task group template when creating or
modifying a BMC CM based policy. This template
automatically performs a closed-loop verification to make
sure that the task was executed properly.
Closed Loop Verification
Automatic task that calls BMC Configuration Management
(automatic)
Policy Manager to set up compliance parameters for Closed
Loop Verification. It verifies the task automatically against
compliance status.
Manual task that creates or modifies a policy using Policy
Manager.
Deploy Package
Manual task that deploys a package using BMC
Configuration Management Deployment Manager.
Verification of a Deployment Manager task is based on the
exit status of the Deployment Manager job itself.
Execute Remote Command Manual task that executes a remote command using BMC
Configuration Management Deployment Manager.
Verification of a Deployment Manager task is based on the
exit status of the Deployment Manager job itself.
Execute Remote Script
Manual task that executes a remote script using BMC
Configuration Management Deployment Manager. You use
the Task Attachments table to define the remote scripts to be
used. Verification of a Deployment Manager task is based on
the exit status of the Deployment Manager job itself.
Verify Target Status
Manual task for manually verifying the status of a target
against BMC Configuration Management. You use this task
to verify that a specified target is in compliance with the
policies to which the target has been assigned.
226
To add predefined task group and task templates to a work order

Figure 4-32: Work Order formTasks tab
3 Select Task Group Template or Task Template from the Request Type list and then
click Relate.
The Select Template dialog box appears.
Figure 4-33: Select Template dialog box
All template types for all categories are listed. But you can filter the list by selecting
the type and category of template.
Chapter 4
227
4 (Optional) Filter the templates by taking the following steps:

a Select the type of template:
With task group templates, select Standard or Sequencing.

Sequencing
This type of basic task group template contains task templates and
task group templates where the sequence can be changed by the user
during the execution phase.
Standard
This type of advanced task group template contains task templates

and task group templates that executes in the flow defined by the
task administrator.
Note: For more information, see the BMC Remedy Task Management
System 7.0 Administrators Guide.
With task templates, select Manual, Automatic, or ALL.

b (Optional) From the Category menu, select which application the task belongs
to, for example, Change Management System.

The available task groups or tasks for that selection are displayed in the list. The
categorization of the work order determines which list items appear.
5 (Optional) Click View to see more details about the task group or task template.
6 If a relevant task set is displayed on the list that you want to include with the work
order, select it, and click Relate.

The dialog box closes and you are returned to the work order.
7 Repeat steps 3 through 6 for all templates you want to add to the work order.
The templates you selected are displayed in the Tasks and Task Groups list. If there
are no templates listed, refresh the form.
Figure 4-34: Task groups and tasks included in a work order
8 Define a numerical sequence of the tasks, as described in Assigning a sequence
number to task groups and tasks on page 229.

The task management subsystem enforces the dependencies between tasks. These
relate to any Sequence order you might have specified in the Work Order form.
9 When you are finished adding templates, save the work order.
Related topics:
Relating ad hoc tasks to work orders on page 223

Creating work order assignments on page 230
228
For additional information about searching for tasks assigned to you or your
group, see Searching for assigned tasks on page 243.
Assigning a sequence number to task groups and tasks

When you include task group templates, task templates, or ad hoc tasks in a work
order, they are automatically assigned a sequence number in the order in which
you add them to the work order. Their sequence is strictly enforced inside the work
order.
To renumber a task group or task, you can use the arrow buttons next to the Tasks
and Task Groups table.Tasks with lower sequence numbers, for example 1, must
be completed before those with higher numbers, for example, 2, 3, or 4. More than
one task group or task can have the same sequence number; task groups and tasks
with the same sequence number are considered peers. Peer tasks can be completed
in any order among themselves.
To assign a sequence to task groups and tasks

3 Add task group and task templates to the change, or create ad hoc tasks.
Your task groups and tasks appear in the Task and Task Groups table.
Figure 4-35: Assigning a sequence to the task groups and tasks
Sequence number indicating order in which

tasks must be completed
The work order includes several task groups and tasks. These task groups and
tasks must be completed in sequential order, from 1 to 4. The table also shows their
task status (Staged).
4 Renumber the tasks by clicking the arrow buttons.
To move a task up or down in the sequence, select it and click the arrows. When
you move a task up in the sequence, it becomes a peer of any task already at the
level you move it to. For example, if you move the Deploy Package task up one
level, there are now two peer tasks with sequence number 3, Verify Target
Status and Deploy Package. You can work on these two tasks in any order.
Chapter 4
229
Figure 4-36: Peer tasks displayed
When working through the tasks and you complete the last task in the sequence,
you can then close the work order.
5 Save your work.
For more information, see Working with tasks on page 234.
Creating work order assignments

One responsibility for the assignee is accepting the work orders assigned to them.
If an assignment definition has not been created for the work order, you must
assign the work order manually. The request assignee is then notified of work
order assignments by email, pager, or BMC Remedy Alert. Assigned work orders
can also be listed in the Assigned Work Orders table in the console.
Work order assignment is based on the work orders categorization. The
Assignment tab displays information about people assigned to a work order as the
Request Manager or Request Assignee.
NOTE
You must define at least one individual with the functional role of Work Order
Manager (the Request Manager) before you can make any assignments to a
Support Group.
During configuration, the SRM administrator determines to whom the work
orders are assigned. This decision is based on criteria such as the work orders
categorization. For example, all work orders that are categorized as hardware
issues might be assigned to the Support-Hardware group. All work orders that are
categorized as software upgrades and originate from California might be assigned
to Sonya Software in Santa Clara. The criteria of the work order together with the
application administrators configuration determines to whom each work order is
assigned.
The assignee must make sure that the assignment is correct and accept the work
order. If the assignment is not correct, the request manager can reassign the
request.
These assignments are based on routing information stored in CFG:Assignment
form. The CFG:Assignment form assigns the groups and then Auto Assign assigns
the individual. For more information, see the BMC Remedy IT Service Management
230
Assigning work orders

A work order must be assigned to a Support Group. However, a specific request
manager is typically responsible for the overall work order process.
To assign work orders

Figure 4-37: Work Order formAssignment tab
Based on the default configuration and requester information in the work order,
certain fields might already be filled.
3 To assign a request manager or assignee, make selections from the menu options,
and then click Set.

If needed, you can click Clear to remove information from the Request Manager or
Request Assignee fields.
4 Save the work order.
The request manager and the request assignee are automatically notified of their
assignments.
Receiving notifications of work order assignments

Request assignees are notified of new work orders based on their notification
method preferences defined in their personal record. In addition, when a work
order moves into a new state, for example, Completed, the work order executes
workflow that triggers notifications. Based on your group or role, you might
receive notifications during various work order states. For more information about
notification preferences, see the BMC Remedy IT Service Management 7.0
Chapter 4
231
The available notifications follow:
Individual NotificationAn individual assignee is notified according to the

notification method specified in their personal record.
For example, if Bob Backline has a notification method of BMC Remedy Alert,
he receives a notification from BMC Remedy Alert for each work order that is
assigned to him.
Group NotificationA support group is notified according to the notification

method specified by each group members entry in their personal record.
For example, if a work order is assigned to the Support-Software group, each
group member is notified through the notification method specified in their
personal record. If Sarah Software has Email specified as the notification method
in her personal record, the notification is sent to her by email. If Bob Backline has
BMC Remedy Alert specified, he is notified accordingly.
To receive notification of work order assignment by BMC Remedy Alert

1 Log in to BMC Remedy Alert as a Support staff member.
When you or your group receives a notification that you or your group has been
assigned to a work order, the information is displayed in the BMC Remedy Alert
window.
2 To evaluate your assignment, select the work order listed in the BMC Remedy
Alert window.
3 Choose Alerts > Details.
The work order is displayed in the Work Order form.
Reassigning work orders

If you cannot accept or resolve an assigned work order, you can reassign the work
order to another assignee, or you can ask your manager to reassign the work order.
If the work order was categorized incorrectly, it can also be reassigned.
To reassign a work order yourself

1 Open the work order so that it is displayed in the Work Order form.
2 In the Assignment tab, select the manager or assignee to whom you want to assign
the work order.

3 Click Save.
The manager or assignee is notified of the reassigned work order.
232
Defining type fields

IMPORTANT
Type Fields are used exclusively with advanced interface forms. For more
information, see Advanced interface formsOverview on page 338.
The Type Fields tab specifies optional information you can include with the work
order. Your administrator designed these fields to be useful when creating work
orders. Work orders can include up to four character, two date/time fields, and
two integer fields for users to add information to their work order.
Type fields are generated when you include a work order template with your work
order. If you do not select a work order template, then the type fields in the work
order do not include any values and they are disabled. For more information, see
Selecting work order templates on page 208.
To define type fields

2 Click the Type Fields tab.
Figure 4-38: Work Order formType Fields tab
3 Enter information into the type fields provided by your SRM administrator.
Chapter 4
233
Working with tasks

This section describes how to manage and fulfill your tasks. When a requester
assigns the task, the assignees are notified of tasks assigned to them by email, BMC
Remedy Alert, pager, or some other means. After a task is assigned, assignees can
log their progress as they complete each task. When all of the tasks related to a
work order are either closed or canceled, the work order is set to Completed and
the requester is notified that the work order is resolved.
Modifying tasks
You can access the task from either the Work Order Console, or from within the
work order.
To modify tasks
1 In the Work Order form, click the Tasks tab.
2 Select the task you want to modify.
3 Click View.
The task opens in the Task form in a modify window.

4 Modify the task details as needed.
NOTE
If you close the task, you must select whether you are canceling the task or
completing it as a success or failure.
5 Save and close the form.
Related topics:
Relating ad hoc tasks to work orders on page 223

Relating predefined task group or task templates to a work order on page 225
Adding work information to a task

You can add work information to each task included in the work order. The work
information for each task is displayed in the Work Info of Selected Task table on
the Work Order form.
Figure 4-39: Work information of selected task
234
Working with tasks
To add work information to a task

1 Open the Work Order form.
3 View the task that is related to the work order.
4 When the Task form opens, click the Work Info tab.
Figure 4-40: Task formWork Info tab
5 Modify the work information type, if needed.

Web.
Info Notes fields.

8 To add an attachment to the record, use the following steps.
a Click Add.
b When the Add Attachment dialog box appears, browse to find the file that you
want to attach.
c Click OK to add the file and close the dialog box.
d (Optional) Click Delete to remove the attachment or click Display to view it.
ExternalNot applicable to tasks. Work information is not included in the
activity log.
The Save operation adds your entry to the tasks work history. The Show field
allows you to filter out specific work entries based on the type of activity displayed
in the table.
Chapter 4
235
12 To see an ASCII-format report of the activities you performed against this task,
click Report.
14 Close the Task form when you are finished with it.
NOTE
When you return to the Work Order form, you might need to refresh the Work Info
of Selected Task table to display all the entries.
Planning the time for tasks

You can plan the time for individual tasks. The Dates tab in the Task form includes
fields where you can enter scheduling information. You can create the time
segments required to complete individual tasks.
Figure 4-41: Task formDates tab
To plan the time for tasks

1 Open the task.
2 Click the Dates tab.
3 In the Dates/Time area of the form, provide dates for the scheduled start and end
dates of the task.

Assigning tasks
You assign each task to a work order assignee.
To assign a single task

1 In the Work Order form, click the Tasks tab.
2 Select the parent task or child task that is already related to the work order.
236
Working with tasks
3 Click View.
The task opens in the Task form.

4 Select the Assignment tab.
Figure 4-42: Task formAssignment tab
5 Select the group or person who will work on the task from the Assignee Group or
Assignee lists.
The assignee for that task is notified of the task assignment.
Accepting task assignments and tracking time spent

You receive notification of assigned tasks by way of BMC Remedy Alert, email,
and so on. You can also use the Work Order Console or the Overview Console to
view all tasks assigned to you. The table list includes a column that shows the
assignee of the task. Tasks are identified by the TAS prefix.
NOTE
Following the recommended life cycle of a work order, the status of a task should
be Staged before you accept the task.
You can track the time spent working on a task at any time after it is created. Most
likely, you want to use this feature between the time the task status is in Work In
Progress and Closed. You can track the time spent working on a task in three ways:
Use the start and stop clock buttonsThe time is automatically calculated based
on when you click the start and stop clock buttons.
Manually enter the timeYou can enter a time into the Time Spent field
directly.
Enter work into the task effort logYou can create a task effort log entry. (For
more information, see Tracking task efforts on page 240.)
Chapter 4
237
To receive notification of task assignment by BMC Remedy Alert

1 Log in to BMC Remedy Alert as a Support staff member.
When you or your group receive a notification that you or your group have been
assigned to a task, the information is displayed in BMC Remedy Alert.
2 To evaluate a task, select the task listed in the BMC Remedy Alert window.
3 Choose Alerts > Details.
The task is displayed in a Task form in Modify mode.
To accept an assigned task

When a work order is set to In Progress and a task is not assigned, the task status
is set to Pending. If the task is assigned, its status is set to Work in Progress.
2 Select Personal from the Console View.
3 Select the work order.
4 In the Tasks table, select the task that you want to accept.
Tasks are identified by the prefix of TAS.

5 Click View.

238
Working with tasks
6 If you are ready to begin working on the taskthat is, if the Status Field of the
work order is set to In Progressset its Status field to Work in Progress.

This is an important step because the task then moves into Work in Progress status.
In addition, different escalations occur based on the tasks status. If the task is still
in the Scheduled state while you are working on it, an inaccurate escalation can
occur.
8 To track the time spent working on a task using the start and stop buttons, use the
following steps:
a Click the Start Clock button.
The current date and time are displayed in the read-only Start Time field.
b Click Save.
c When you have finished working on the task and want to stop tracking the time,
click the Stop Clock button. You must repeat steps a and b first if you closed the
task after saving it.
A message reports the number of minutes spent working on the task. The time
spent is also added to the value in the read-only Total Time Hours and Minutes
fields.
d Save and close the form.
You can use the start and stop clock buttons as many times as you like. Each
successive time, the new time is added to the value already in the Total Time
Hours and Minutes fields.
9 To track the time spent working on a task manually, enter a number of hours or
minutes manually in the editable Time Spent fields, and then save your changes.
The time you entered is automatically added to the value already in the Total Time
Hours and Minutes fields.
Chapter 4
239
10 Click Effort Log to keep track of how much time you spent.
For more information, see Tracking task efforts on page 240.

11 Click the Work Info tab and then enter the progress you have made on the task.
Tracking task efforts

The Task Effort Log displays a list of all individuals who have worked on the task
during its life cycle.
Figure 4-45: Creating entries in the effort log
Entries in the effort log are not system-generated, so you must enter them
manually. The list is not in chronological order.
To track task efforts

1 Open the task.
3 Click Effort Log.
The Task Effort Log dialog box appears.

4 Select the type.
This information is required to show what kind of effort is being logged, for
example, actual task activity.
240
Working with tasks
5 Enter the time spent in hours and minutes.
This information records where the time was spent.
NOTE
As needed, you can adjust the time spent in the Update Assignee Effort Duration
section. For information, see Updating assignee effort duration on page 241.
6 (Optional) Enter a description.
7 Fill in the company, organization, group, and assignee fields.
This information is required to select the individual for whom the effort log is
being created.
You can fill them in using the drop-down menus.
8 Fill in the Enter Effort Time Spent fields.
9 Click Add to Effort Log.
The effort log is now be displayed in the table.

10 Click Close to return to the task.
Deleting the task effort logs

You can delete task effort logs as needed.
To delete the task effort log

1 Open the Task Effort Log dialog box.
2 To delete an effort log entry, select the entry in the table and then click Delete.
The effort log entry is removed from the effort log table.
3 Close the Task Effort Log dialog box.
Updating assignee effort duration

Task assignees can adjust the time spent in an effort log.
To update assignee effort duration

1 Open the Task Effort Log dialog box.
2 To adjust the time spent, select the entry in the table.
Chapter 4
241
3 Click View.
A dialog box opens that lets you modify the task log.
Figure 4-46: Updating duration of assignee effort
4 Enter the time spent in hours or minutes.
You can use the arrows to add or subtract from the existing time duration.
5 Modify any other information, as needed.
6 Close the dialog box.
Adding financial information to a task

In the Financials tab, you can include auto-cost estimates in a work order.
To add financial information to a task

1 Select and view the task you want to modify.
2 Click the Financial tab.
3 In the Calculation Unit Type field, select Flat Rate, Hours, or Minutes.
4 In the Budget Estimated Total Time, enter the time based on unit type.
You use this information to forecast the cost. For example, you budget the change
will take 2 hours to perform.
5 In the Actual Total Time, enter the time according to the calculation unit type.
You enter this information after the change is completed, for example, you
budgeted 2 hours to do the change but it actually took 3 hours.
242
Working with tasks
Searching for assigned tasks

You can search for tasks by entering the fields by which you want to search in the
Task Information form in Search mode, and you can also search for tasks assigned
to you or your group.
To search for open tasks assigned to you

2 Choose Console Focus > Tasks.
3 Select Personal from the Console View.
Your open tasks are displayed in the Assigned Tasks table. This search returned 5
records.
Figure 4-47: Assigned work orders using Personal Console View
4 To view the details of a task, select the item in the list and click View.
Chapter 4
243
To search for open tasks assigned to your group

3 Choose Console View > Select My Groups > Show All.
This option shows all the tasks that are assigned to your support group. You also
could display all the tasks that are unassigned.
The My Group Selection dialog box appears.
4 Select the needed group or groups you wish to query against by selecting the Yes
check box under View Group and then clicking OK.

The open tasks assigned to your group are displayed in the Tasks table. This search
returned 61 records. If you belong to more than one group, the tasks assigned to all
those groups are listed.
Figure 4-48: Assigned work orders using Select My Groups > Show All Console View
5 To view the details of a task, select the item in the list and click View.
244
Working with tasks
Working with a task in progress

As you work on implementing or completing a task, the Work Order Console
enables you to update the task with the progress you are making.
To modify a task
1 If you would like to see the parent work order for this task, click the Work Order
Details tab in the Work Order Console.

Details for the parent work order are displayed, including any work info entries.
3 In the table, select the task that you want to view.
4 Click View.

5 Update the fields as appropriate.

6 On the Task form, click the Work Info tab.
7 Create a work info history entry for the task.
8 Click Save.
Chapter 4
245
Reassigning tasks
Task reassignment is performed manually, directly on the Task form. If you cannot
resolve a task to which you have been assigned, you can reassign the task yourself,
or you can ask the requester to reassign the task. You might ask the requester to
reassign the task in situations where you want to reassign the task to someone
outside of your group.
To reassign a task
1 In the Assigned Tasks table on the Work Order Console, select the task that you
want to reassign.
2 Click View.

4 In the Assignee Group or Assignee fields, choose the group or person to whom you
want to assign the task to.

5 Make sure the Notify Assignee field is set to Yes.
6 Click Save.
The new assignee is notified of the request assignment. Until the new assignee
accepts the task assignment, you are still assigned to the task and have
responsibility for it.
246
Working with tasks
Canceling tasks
You can cancel tasks by accessing them through the Work Order form. This action
does not delete the task; it sets the status of the task to Closed and the closure code
to Canceled.
To cancel tasks
1 Open the work order in the Work Order form.
3 Select the task that you want to cancel.
4 Click Cancel.
5 You are prompted if you really want to cancel the task or task group.
6 Click Yes.
The status of the task is automatically set to Closed.

Closing tasks
When you have completed a task, you are ready to close it.
To close a task
3 In the Assigned Tasks table, select the task that you want to view.
4 Click View.

6 Update the time you spent on the task.
You can create an entry in the effort log as needed.

8 Make an entry in the Work Info History field.
9 At the top of the Task form, set the Status field to Closed.
Figure 4-51: Task formTop portion
Chapter 4
247
10 Select a status reason to describe how the task was closed. The three closure codes
are:
Success
Failed
Canceled
11 Click Save.
Fulfilling work orders

One of the responsibilities of a request assignee is to fulfill the work orders that are
part of the service request. For example, a service request to replace a hard drive
can generate multiple work orders. A service request might also send notifications
at certain points in its life cycle to alert users that a certain event has occurred.
When the back office work order is the In Progress or Implementation in Progress
states, the status of the service request is set to In Progress.
To fulfill a service request work order (if a work order is involved)

1 From the Home Page, open the Work Order Console.
2 In the left navigation pane, choose Functions > Search Work Orders.
The Work Order form opens in Search mode.

3 Search for the work order created for the service request.
4 Move the work order to the Closed state.
5 When you have finished with the details of the work order, save your changes.
When the last back-office work order is fulfilled, the status of the service request is
set to Completed.
248
Fulfilling work orders
Viewing truncated data in a work order

When viewing a work order, you sometimes see the data that pushed from a field
in the service request to the work order has been truncated. The ellipses (...)
indicate the presence of truncated data from the service request.
Figure 4-52: Truncated data in a work order
NOTE
When SRM data is truncated in other fulfillment applications, for example, change
request, you see the ... ellipses as well.
If SRM was properly configured, truncation of data is a fallback mechanism in the
fulfillment application that allows the creation of the entry even when the field
length in the service request is too long. Otherwise, you would see CAI errors
when SRM failed to create the entry.
For more information on truncated data from service requests, see
Troubleshooting tips on page 277.
To view truncated data from a service request

NOTE
You can use the same steps from a change request or incident request.
Chapter 4
249
The Request Details dialog box appears in Details mode.

3 Click the Activity Log tab.
Figure 4-53: Truncated data displayed in Request Details dialog box
A TRUNCATE WARNING message is displayed in the Summary and Notes. You see
this message because the field length value in the service request did not fall within
the limits specified for the field and was truncated in the back-end application
(here the Work Order application). The entry was successfully created; however,
some data was not pushed to the back-end application.
4 Scroll through the Summary and the Notes to view the complete data.
5 If needed, add a summary, note, or attachment.
6 Close the Request Details dialog box and the service request when you are
finished.
250
Monitoring the progress of a work order
Monitoring the progress of a work order

As the work order is being planned, you can follow its progress by viewing the
information in the Work Info tab. For example, during its implementation phase,
you can follow the progress of the tasks as they are being completed.
To view the progress of a work order

2 View progress details of the work order by clicking the appropriate tab:
The upper area of the work order provides information about the status.
The Requester tab shows you the person who requested the work order and who
is assigned to the work order. When the work order was created, the work order
was automatically assigned to the appropriate support staff group or person.
The Classification tab shows you the timing of the work order and its
categorizations.
The Work Info tab shows you information about each step in the process written
in the work information history area.
The Tasks tab shows you the progress of the tasks associated with the work
order.
The Assignments tab shows you the person who is assigned to the work order
as request manager or request assignee.
The Dates tab shows you the planned dates.

The Type fields tab shows you optional information about the work order, based
on fields configured for you by the SRM administrator.
Chapter 4
251
Opening the CMDB Console

The CMDB Console is the primary user interface for the BMC Atrium CMDB. The
CMDB Console provides a set of features that are available on all console windows
or tables. For more information, see the BMC Atrium CMDB 2.0 Users Guide.
Figure 4-54: BMC Atrium CMDB
To open the CMDB Console

2 In the left navigation pane, choose Other Applications > CMDB.
The BMC Atrium CDMB Console opens. You can browse and create configuration
items, create relationships, launch federated data, and so on.
3 Close the console when you are finished.
252
Chapter

role
The Service Request Coordinatoror the service request agentis typically a
member of the support staff and is responsible for planning and tracking the
service request, as well as monitoring the current number of open and late service
requests. The service request is the instantiation of a service request definition
(SRD) for a specific users request.
NOTE
The Service Request Coordinator must have Request Catalog User permissions.
Opening the Service Request Coordinator Console (page 254)

Using the Service Request Coordinator Console to manage service requests
(page 255)
Working with service requests (page 263)
Troubleshooting processes related to the service request (page 272)
Reviewing the approval cycle of a service request (page 280)
Chapter 5
253
Opening the Service Request Coordinator

Console
This section discusses how to open the Service Request Coordinator Console.
To use a browser to open the Service Request Coordinator Console


the Service Request Coordinator Console link.

The Service Request Coordinator Console appears.
To open the Service Request Coordinator Console from BMC Remedy User
the Service Request Coordinator Console link.

The Service Request Coordinator Console appears.
254
Using the Service Request Coordinator

Console to manage service requests
The Service Request Coordinator Console is the entry point for coordinating
service requests and provides a dedicated workspace for planning and tracking
them. Service request coordinators also have access to the Request Entry Console
and the Approval Console. For more information, see Other Applications
(navigation pane) on page 258.
Figure 5-1: Service Request Coordinator Console (browser client)
Service request coordinator activities include:
Monitoring the current number of service requests that require attention, are
late, require approvals, have errors, or are still open.
Creating service requests on behalf of other users.

Troubleshooting service requests.
Reviewing the approval cycle of service requests.
Chapter 5
255
As the Service Request Coordinator, your name is listed on the service request. If
end users have problems with their service requests, they can send you email to
monitor or expedite the situation.
Figure 5-2: Service Request Coordinator name listed on the service request
By default, the rules of the back-end fulfillment applications select (in round-robin
fashion) which member of the support group will be assigned as service request
coordinator for this service request. The People form keeps track of the last time
the person received an assignment. The round-robin assignment process selects
the person who was least recently assigned a service request. For more information
on assignment rules, see the BMC Remedy IT Service Management 7.0 Configuration
Guide and the BMC Service Request Management 2.2.00 Configuration Guide.
A service request is the actual request record that is generated from the SRDs.
Service requests are created from SRD selections by users, support, and automated
tools. Although service requests inherits characteristics from the selected SRD on
which they are based, they have a life cycle of their own. (For more information,
see Service request life cycle on page 264.)
256
The following table shows the console objects and their function, and refers to
where you can get more information:
Console objects
Function
Reference
Company
(navigation pane)
Specifies which companys

records you wish to work on.

View on page 260.
Broadcast
(navigation pane)
View broadcast messages that can See Broadcasting messages

be viewed by the entire
on page 35.
organization.
Lets you monitor the current
Click the category to display
number of service requests under the service requests in the
the following conditions:
Search Results table.
Needs AttentionShows
number of service requests that
require attention, for example, it
must be approved.
Late RequestsShows number
of service requests that are late.
SRs With ErrorsShows
service requests with
application instances that have
failed for some reason and must
be fixed before the request can
move to the next instance.
Open RequestsShows
number of all open service
requests.
Console View
(navigation pane)
Allows you to specify which

groups you want to search the
form as:

View on page 260.
MyselfShows service
requests that belong to me.
Other PersonShows all other
service requests that do not
belong to me.
Select My GroupsShows all
service requests for your
support group.
All My GroupsShows all
service requests for all your
support groups.
Use the Console View links to
filter the service requests
displayed in the Search Results
table.
Chapter 5
257
Console objects
Function
Reference
Functions
(navigation pane)
Allows you to select these

features:
Other Applications
(navigation pane)
Viewing broadcasts on
page 39.
Broadcasts
ReportsOpens the Report
Generating reports on
Console from where you can
page 39.
generate reports.
Setting Service Request
Coordinator Console
PreferencesAllows you to set
preferences on page 261.
your application preferences
and options.
The navigation pane of the Service For more information, see:
Request Coordinator Console also Using the Service Catalog
contains links to view additional
applications that you have access
SRDs on page 86.
to:
Approving SRDs on
Catalog Manager Console
page 164
Service Request Console
Opening the CMDB
Console on page 252
Business Mgr Console
Approval ConsoleOpens
For information on the Service
Approval Central so that you
Request Console and the
can view all service requests
Business Mgr Console, see the
pending approval.
BMC Service Request
Management 2.2.00 Users
CMDBOpens the CMDB
Guide.
Class Manager Console.
The links that are displayed in the
navigation pane are determined
by the applications that are
258
Help button
The Help button is located in the

top right corner of the console.
Click the Help button to access
help.
Logout button
The Logout button is located in

the top right corner of the console.
Click the Log out button to log out
of SRM.
Refresh button
Refreshes the Search Results table. See Search criteria

Click Refresh to refresh the data in Managing service requests on
the tables.
page 259.
Search Criteria
Lets you filter available service

requests displayed in the Search
Results table, using the Search,
Clear, and Default buttons.
See Search Criteria filter on

page 260.
Search Results
Displays the available service

requests.
See Search criteria

Managing service requests on
page 259.
Details tab
Displays summary information

about the service request.
See Viewing important

details in a service request on
page 267
Console objects
Function
Reference
Work Info tab
Displays work orders associated

with the service request.
Viewing important details

in a service request on
page 267
Adding work information
to the service request on
page 271.
Service Level tab
Displays service targets

associated with the service
request.
See Viewing important

details in a service request on
page 267.
Request Details
button
Opens Request Details dialog box. For more information, see:
Viewing request details on

page 269
Troubleshooting processes
related to the service request
(page 272)
Add Info To Request Opens Work Info dialog box.

button
See Adding work information

to the service request on
page 271.
Cancel Request
button
Terminates the service request.
See Buttons used with the

Search Results table on
page 261.
Close button
Shuts the Service Request

Coordinator Console.
Search criteriaManaging service requests

You use the Service Request Coordinator Console to search for available service
requests. The top part of the console lets you specify search criteria, while the
Search Results table displays service requests in different states (for example,
Waiting Approval), based on your query. The Search Criteria area lets you filter
out the service requests you see in the Search Results table. Leaving all fields blank
results in a search for all service requests that the user has permissions to view.
Chapter 5
259

You can further change the tables contents by using the Company and Console
View options in the left navigation pane of the console to see, for example, all
service requests that need approval. The Company and Console View options lets
you sort service requests by the following options:
Company
Filter the service requests displayed in the Search Results table,

based on company. The content of this list is tenancy-driven, subject
to your access to various companies. If you only have permissions to
view a single company, then only that company appears in the list.
Selecting Global allows only the service requests that are designated
as Global to appear. Clearing the field allows all records to which
the user has access to appear.
Myself
Shows service requests that belong to me.
Other Person
Shows all other service requests that do not belong to my group.
Select My Groups
Shows all the service requests that are assigned to your support
group.
All My Groups
Select GroupsShows all service requests for your support

group.
Shows all the service requests that are assigned to all support groups
that you belong to. If you belong to more than one support group,
the service requests for all those groups are displayed.
Show AllShows all service requests for all your support groups.
Search Criteria filter

You can also use the Search Criteria filter at the top of the console to filter out
which service requests you see:
Request ID field
Performs search based on service request ID.
Summary field
Performs search based on keyword summary of service

request, for example, Hardware.
Search button
Performs search after you define your criteria.
Clear button
Default button
Requested for First Name

field
Performs search based on first name of requester.
Requested for Last Name

field
Performs search based on last name of requester.
Search All Records?
Searches for all service requests if you select the Yes

checkbox. If you leave the check box cleared (default),
searches for records based only on your other criteria.
When you select a service request, an abbreviated list of details appears in the
Service Request Summary.
260
In the Windows environment, if there are more service requests than the system
can show in the table, you can see the next grouping of service requests by placing
the pointer in the table and right-clicking, then choosing either Next or Prev. When
using a browser, use the arrow keys at the top corner of the table.
Buttons used with the Search Results table

The buttons below the Service Request Summary allow you to manage the service
requests.
Request Details
Opens the Request Details dialog box. Here you can view a
more complete list of the service requests details. You can also
print a copy of the service request details.
Add Info To Request
Opens the Work Info dialog box. You can view work
information records or add work information to the service
request. You can also print a copy of the service request work
information.
Cancel Request
Terminates the service request. A warning prompts you if you

are sure that you want to cancel the service request. After the
service request is canceled, its new status is listed in the Search
Results table.
Setting Service Request Coordinator Console preferences

Service Request Coordinator Console. Depending on which consoles you have
permissions to access, you can also view their preferences and options.
When the Service Request Coordinator Console opens, you can determine the
default search criteria settings.
To set the Service Request Coordinator Console preferences

1 From the Service Request Coordinator Console, choose Functions > Preferences.
2 Click the Service Request Coordinator tab.
Chapter 5
261
Figure 5-3: Application Preferences (for the Service Request Coordinator Console)
3 Modify the default search criteria as needed.
For example, you might want a specific last name to appear by default in the
Request Definition View.
You must close and re-open the Service Request Coordinator Console for the
changes to be displayed.
262
Working with service requests

A service request is the actual request record that is generated from the service
request definition (SRD). Service requests are created from SRD selections by
users, support, and automated tools. A service request is the parent object that
manages and tracks the execution of a selected SRD.
Although service requests inherit characteristics from the selected SRD on which
they are based, they have a life cycle of their own. As described in Service request
life cycle on page 264, a service request has various states to indicate its position
in the life cycle. Approvals can be required for certain state transitions. Some key
state changes are coupled with the underlying application request status changes
to reflect the overall status of the service request. A service request might also send
notifications at certain points in its life cycle to alert users that a certain event has
occurred.
An important part of the role of the Service Request Coordinator is monitoring
service requests that have errors in them. If a service request contains an instance
error in one of its backend applications, the request cannot move forward until you
resolve the problem. Your responsibility is to debug the problem, correct the error,
and then re-start the application instance command.
Use the following procedures to work with service requests:
Creating service requests (page 265)

Viewing important details in a service request (page 267)
Viewing request details (page 269)
Adding work information to the service request (page 271)
NOTE
You perform these operations using the Service Request Coordinator Console.
Chapter 5
263
Service request life cycle

Service requests go through many state transitions as they progress. The following
figure depicts the life cycle of a request from Draft to the Closed state.
Figure 5-4: Service request life cycle
The following table defines all the possible state transitions of service requests from
one state to another state. For example, you can move a service request from Draft
to In Review, but you cannot move it from Draft directly to Pending or Planning.
Notifications occur when state transitions or errors occur.
Table 5-1: Service request state transitions
To: Draft In
Pending Waiting Planning In
Completed Rejected Canceled Closed
Review
Approval
Progress
From:
Draft
264
Yes
No
No
No
No
No
No
Yes
No
Table 5-1: Service request state transitions

In Review
No
Pending
No
No
Waiting
Approval
No
No
Yes
Planning
No
No
Yes
No
In Progress No
No
Yes
No
No
Completed No
No
No
No
No
No
Rejected
Yes
No
No
Yes
No
No
No
Canceled
No
No
No
No
No
Yes
No
No
Closed
No
No
No
No
No
No
No
No
No
Yes
Yes
No
No
No
Yes
No
Yes
Yes
No
No
No
Yes
No
Yes
No
No
Yes
Yes
No
Yes
Yes
No
Yes
No
Yes
No
Yes
No
No
No
Yes
Yes
No
Yes
No
Service request status reasons

When a service request enters a state, status reasons can be included. Not all states
include status reasons. The following table displays the available status reasons.
Table 5-2: Service request status reasons
Service request status
Status reasons
Pending
Approval
More Information
Completed
With Issues
Successful
Cancelled
By User
By Provider
Closed

Successful
With Issues
System
Cancelled
Creating service requests

The service desk or frontline support can create service requests for users using
available services categorized in the service catalog.
NOTE
Creating a service request does not require specific application permissions; your
only access restriction is the company you work for.
Chapter 5
265
You can create a service request in the following ways:
Using the Request Entry ConsoleSee Creating a service request using the
Request Entry Console on page 266.
Using the Request Entry Console to create a request on behalf of another user
See Creating a service request for someone else on page 266.
NOTE
Service requests can also be created from automated tools (web services, email,
PATROL, and so on). A service request record can also be modified from
automated tools, based on the users permissions.
Creating a service request using the Request Entry

Console
As an end user of SRM, you use the Request Entry Console to create service
requests for yourself. For detailed instructions, see the BMC Service Request
To create service requests using the Request Entry Console

2 Select a service request by using any of the typical methods, for example, Quick
Picks or browsing for services.

3 Review the service details.
4 Enter the requester data.
5 Submit the service request.
Creating a service request for someone else

Depending on which services you are entitled to view as a Service Request
Coordinator, you can also create service requests for other users. From the Service
Request Console, you can create a service request for someone else, for example, if
they cannot access their PC for some reason.
For more information, see BMC Service Request Management 2.2.00 Users Guide.
To create service requests for someone else

2 From the left navigation pane, select Switch User > Requesting for.
3 Select a service request by using any of the typical methods, for example, Quick
Picks or browsing for services.

Typically, you would add details about why youre creating this service request on
someone elses behalf, for example, theyre locked out of their system, their PC is
broken, and so on.
4 Submit the request when you are finished.
266
When creating a service request for someone else, its a good idea to write down
the request ID and notify them of any important details, for example, estimated
time in the service target, who the request is assigned to, and so on.
Viewing important details in a service request

You can view important details about service requests using the Service Request
Coordinator Console, including work information and service targets.
Figure 5-5: Service Request Coordinator Console
You can review the following information from the Service Request Coordinator
Console:
Request ID, Summary, Status, and Assignments

Work information
Service targets
Chapter 5
267
NOTE
Service requests are usually tied to an incident, a change request, a work order, or
some other back-end application. Although incidents, change requests, or work
orders inherit characteristics from the service request on which they are based,
they have a life cycle of their own. As a Service Request Coordinator, your role is
monitoring the life of a service request.
To view important information in a service request

1 Open the Service Request Coordinator Console.
2 View the Search Results field and the Details in the console.
You can track a service requests progress by reviewing work performed on it by

back-end application workers, customers, and users.
Figure 5-6: Service Request Coordinator ConsoleWork information
You can filter the work information displayed by choosing one of the following
options from the Show menu:
AllDisplays all work information.

Customer CommunicationDisplays only work information from the SRD
customer.
General InformationDisplays general information about the request.

4 Click the Service Level tab to view the information in the Service Targets table.
The associated service targets are listed in the Service Targets table.
Figure 5-7: Service Request Coordinator ConsoleService level targets
268
You can see whether the request is proceeding within the service target time limits,
or whether the target has been missed. If the service target is past due, you should
contact the fulfillment providers for more information, especially if you need to
reset expectations with the user.
NOTE
This option is available only if you have BMC Service Level Management installed.
Viewing request details

You can view your outstanding request details. High-level details of the service
request are displayed, for example, that a change request was created to install a
new hard drive on your system, and so on.
To view service request details

2 Perform a search for service requests.
A list of service requests that match your search criteria is displayed in the table.
3 Select a service request.
The Service Request Summary summarizes important details about the service
request, for example, the service coordinator, the submit date, any price associated
with the service request, and so on.
4 Click Request Details.
The dialog box appears in Details mode.
Chapter 5
269
Figure 5-8: Service request details
You can view important read-only information about the service request, for
example, its request ID, its status, submit and required dates, and so on.
a Add summary, notes, and attachment (as needed) to the log.
b Save the log details when you are finished.
6 Click the Process View button to view the processes behind the service request.
270
Figure 5-9: Request Details dialog boxProcess View
Here you see the process is in the In Progress state.
IMPORTANT
If the Event Error button is enabled, you have a problem with the service request
that you must fix. For more information, see Troubleshooting processes related to
the service request on page 272.
Adding work information to the service request

You can add work information to the service request. The work information is
displayed in the Work Info tab on the Service Request Coordinator Console. Use
this feature to add work information regarding tasks performed on the service
request. For example, you can help track a service requests progress by recording
the steps you took to troubleshoot it in the work history.
To add work information to the service request

2 Search for your service request.
Chapter 5
271
3 Click the Add Info To Request button.
The Request Work Info dialog box appears.

4 Select the work information type, for example, General Information.
Web.
Info Notes fields.

7 To add attachments to the entry, click Add.
For more information, see Adding attachments to a Work Info entry that is
attached to the SRD on page 159.
ExternalIf you want everyone with access to the system to see the entry.
The Save operation adds your entry to the service requests work history. The
Show field allows you to filter out specific work entries based on the type of
activity displayed in the table.
11 To see a report of the activities you performed against this service request, click
Report.
14 View the dates and costs information as needed.
Troubleshooting processes related to the

service request
For troubleshooting purposes, you can view the processes related to the service
request. If the service request has errors with the back-end application, you can
also fix them.
To view processes related to the service request

2 Search for your service request.
3 Click the Request Details button.

272
Troubleshooting processes related to the service request
4 Click Process View to see the process related to the request.
The Process View appears.
IMPORTANT
If the Event Error button is enabled, there is an error in your service request that
you must troubleshoot.
Figure 5-10: Request Details dialog boxProcess View
This view lets you see the underlying objects used when creating work orders,
incidents, change requests, and so on.
5 Click Event Error to troubleshoot the service request.
The View Process dialog box appears.
Chapter 5
273
Figure 5-11: View Process dialog box to troubleshoot errors
Here you verify that the application object instances (AOIs) are properly created.
These AOIs are based on the application object templates (AOTs) that are attached
to the selected catalog offering on which the service request is based.
6 In the Fulfillment Application Instance Detail area, verify that the correct
applications are instantiated.

The application object instances (AOIs) will be created (one instance for each
application template).
If the event is successful, the Application Instance Details area shows the
application that created the event, its request ID, and its current status.
If there is an error on the application instance, the event error details are
displayed in the Application Instances dialog box in the Event Error Details
area.
7 If an event contains an error (displayed in Event Error Details area), click View
Events.
The Event History dialog box appears, showing you the complete event history of
the instance. If the event ran without any errors, the entry is deleted automatically.
As a result, you cannot view successful events in the Event History dialog box.
274
Figure 5-12: Event History dialog boxEvent with error
The preceding figure shows events with errorsthe back-end application (in this
case, Work Orders) could not create a new request because no work order manager
group could be found.
8 Debug the error with the back-end applications.
Typically, you see problems with back-end applications if your PDTs, SRDs, or
AOTs were not defined properly.
For example, if you create a global entitlement for an SRD that assumed specific
company information, you will probably see errors when SRM attempts to create
an entry. Through no fault of their own, the users entered invalid location
information but you created an SRD that needed specific Region, Site Group, and
Site input. Using the Event History dialog box to troubleshoot this type of error is
going to be very difficult due to poor definition of the catalog entry.
Another example of poor definition of the catalog entry is making users answer
questions that do not properly create the back-end request. If you want an end user
to enter the urgency of a request, make sure you specified the Urgency question is
required and must be answered by the user. Otherwise, if users ignore the question
(because they thought it was optional) and then submit the request, the back-end
application generates an error (which you must troubleshoot later).
In this example, the back-end application could not create an entry because you
did not properly configure the assignment manager rules for the back-end
application.
For more information, see Troubleshooting tips on page 277.
9 Click Retry to re-start the application instance command.
10 Close the Event History dialog box.
Chapter 5
275
When you have fixed the error with the back-end application, SRM generates a
request ID and automatically moves the application request into In Progress state.
Figure 5-13: View Process dialog box (with Request ID generated)
11 Close the View History dialog box.
The Request Details dialog box displays the fulfillment ID of the back-end
application.
Figure 5-14: Fulfillment ID displayed in the Request Details dialog box
12 Close the Request Details dialog box.
The back-end fulfillment application ID has been properly generated, and the
service request is now ready to work on.
13 After the problem has been fixed, make sure the person working on the service
request fulfills it in a timely manner.

276
If necessary, you might also need to track that the request has been properly
approved by the appropriate person.
14 Track the service request until its status finally reaches the Completed state.
Troubleshooting tips
Use the following troubleshooting tips to correct the event errors you sometimes
see in the Process View
If you see this error
Do this
Cannot create entry

(ARCreateEntry)Required fields
cannot be set to a NULL value
The back-end application cannot create an entry if

the required fields do not contain valid data.
1 Scroll through the Event Parameters list to find
the field with the NULL value, for example, the

Description field.
2 Enter a valid parameter value in the Param Value
field.
3 Click the Commit button.
4 Click Retry.
The new parameter is processed.
6 Close the Application Instances dialog box.
7 Refresh the service request.
The Error code is no longer in the Event Status

field.
8 Open the View Process dialog box.
You see the request is now created.

The back-end application cannot create an entry if
Cannot create entry
the categorization is wrong.
(ARCreateEntry)Operational
categorization information is invalid 1 Scroll through the Event Parameters list to find
for the specified company.
the incorrect categorization values from the
service request.
For example, the user entered TEL as the
category.
2 Remove the invalid parameter value in the
Param Value field.

4 Click Retry.
The new parameter is processed.


field.
Chapter 5
277
Do this
Cannot create entry

(ARCreateEntry)No <application>
group could be found. Manually
select a group from the menus. If no
group with an individual in the
functional role of <application>
manager is defined, notify your
System Administrator.
The back-end application cannot create an entry

because you did not properly configure the
assignment manager rules for the back-end
application.
1 Open the Assignment Configuration window.
2 Make sure you have properly configured the
group assignments for the correct events, for

example, the Work Order Assignee and the Work
Order Manager events.
3 Make sure the correct available systems are
selected. For example, you cannot create a work
order if Work Order Management is not selected.
For detailed information about configuring
functional roles and creating a support staff person
profile, see the BMC Remedy IT Service Management
Cannot create entry

(ARCreateEntry)You cannot
submit or modify the incident status
from <incident_state> to New.
SRM cannot create an incident because you applied

Incident Management patches to the server but did
not restart the server.
1 Finish all the application installations.
2 Install the patches to the server.
3 Restart the server.
You no longer see this problem when a service

request creates an incident.
ARCreateEntry - Value does not fall
within the limits specified for the
field (Maximum length <field_length>) : <Param_Name>
Note: Field length in the service
request is too longfixing the

configuration to stop the
underlying problem.

because the data pushed from a field in the service
request is too long. The error in the CAI occurs
because the field length in the service request field
(for example, 120 characters) exceeds the field
length of the back-end application (for example,
100 characters).
The following steps fix the underlying
configuration problem in SRM.
1 In the Custom Configuration tab, choose Service
Request Management > Application

Configuration > Define Application Target Data,
and then click Open.
2 Configure the Field Length of the application
target data to be less than or match the field
length in the back-end application.
For more information, see the BMC Service
You no longer see this problem when a service

request creates the entry. However, you will still
see a TRUNCATE WARNING message displayed in
the Work Info History.
278
Do this
ARCreateEntry - Value does not fall

within the limits specified for the
field (Maximum length <field_length>) : <Param_Name>

because the data pushed from a field in the service
request is too long.
Note: Field length in the service
request is too longfixing the

record
The following steps fix the problem with the

service request.
1 Scroll through the Event Parameters list to find
the Param Name field with the wrong value, for

example, the Description field.
2 Reduce the number of characters in the Param
Value field to less than or equal to the maximum
length, for example, 98 characters.
4 Click Retry.
The correct parameter is processed.

field.

9 Close the dialog box.
10Click the Work Info tab, and then select All in the
Show menu.
A general information TRUNCATE WARNING
message is displayed in the Work Info History.
You see this warning because the field length
value in the service request did not fall within the
limits specified for the field and was truncated in
the back-end application. The entry was
successfully created; however, some data was not
pushed to the back-end application.
Chapter 5
279
Do this
When submitting a service request

with an attachment, you might see
the following error with the
SRM_OUT_UPDATE_APP_REQUEST
_
WORKLOG event command (with
incidents, change requests, and
work orders):
You can ignore this error message. The service

request is not affected. You are still able to complete
the back-office application requests and the service
request.
Unable to get the Request

ID from
<application>:<application
>Interface. The entry you
requested does not exist.
For example, with Change
Management, you would see the
following error:
Unable to get the Request
ID from
CHG:ChangeInterface. The
entry you requested does
not exist.
Reviewing the approval cycle of a service

request
One of the responsibilities of a Service Request Coordinator is to follow the
approval cycle of service requests. Approvals can be required for certain state
transitions. A service request has various states to indicate its position in the life
cycle. Some key state changes are coupled with the underlying application request
status changes to reflect the overall status of the service request. A service request
might also send notifications at certain points in its life cycle to alert users that a
certain event has occurred.
To review the approval cycle of service requests

2 Click the Needs Attention link to view any requests that require your immediate
attention, for example, that require your approval.

3 Choose Other Applications > Approval Console.
Any approval to which the Service Request Coordinator is assigned appears in the
list of approval requests.
280
Reviewing the approval cycle of a service request
Figure 5-15: Approval Console
4 Select the approval request from the table and click Approve.
5 Close Approval Central.
6 Return to the Service Request Coordinator Console and refresh its contents (press
F5).
The service request has now been set to Planning and is removed from the list of
requests that require your attention.
Chapter 5
281
282
Chapter
Fulfillment Provider role
The fulfillment provider manages back-end fulfillment requests, for example,

working as the Change Manager, Incident Manager, or the Work Order Manager,
to make sure the requests are fulfilled properly.
NOTE
Fulfillment providers must have appropriate permissions to the applications they
are assigned. For example, a fulfillment provider working with change requests
must have Change User and Asset Viewer permissions.
Working with service requestsRelation of service request states to back-end

application states (page 284)
Fulfilling service requests (page 288)
Viewing activity log entries in the service request (page 291)
Viewing details about service requests attached to change requests and
incidents (page 292)
Chapter 6 Fulfillment Provider role
283
Working with service requestsRelation of

service request states to back-end application
states
A service request is the actual request record that is generated from the service
request definition (SRD) displayed in the service catalog. Service requests are
created by users, support, or automated tools. Although service requests inherit
characteristics from the selected SRD on which they are based, they have a life
cycle of their own.
Service requests can then generate requests in back-office service fulfillment
applications. For example, when a service is requested, the request can generate an
incident, a change request, or a work order. Although incidents, change requests,
or work orders inherit characteristics from the service request on which they are
based, they have a life cycle of their own.
Table 6-1: Comparison of service request states with back-end application states
284
Service request state Incident state
Change request
state
Work order state
Draft
N/A
N/A
N/A
In Review
N/A
N/A
N/A
Waiting Approval
N/A
N/A
N/A
Rejected
N/A
N/A
N/A
Planning
Assigned
Request for
Authorization
Assigned
Pending
Pending
Pending
Waiting Approval
Pending
In Progress
In Progress
Planning in
Planning
Progress
In Progress
Request for
Change
Scheduled For
Review
Scheduled For
Approval
Scheduled
Implementation In
Progress
Canceled
N/A
N/A
Rejected
Canceled
Completed
Resolved
Closed
Completed
Closed
Completed
Closed
Closed
N/A
N/A
N/A
Working with service requestsRelation of service request states to back-end application states
Creating service requests from back-end applications

Back-office service fulfillment applications can generate service requests. For
example, when a an incident, a change request, or a work order is created, these
requests can generate a service request.
NOTE
SRM 2.2.00 ships with three system SRDs to support the reverse creation of service
requests from back-end applications. Each SRD comes with its corresponding
system PDT and AOT. For more information, see System SRDs shipped with SRM
2.2.00 on page 174.
The following table compares the relationship of work order states to service
request states:
Table 6-2: Comparison of work order states with service request states
Work order state
Service request state
Status reason
N/A
Draft
N/A
In Review
N/A
Waiting Approval
N/A
Rejected
Assigned
Planning
Pending
Pending
Waiting Approval
Pending
Planning
In Progress
In Progress
In Progress
Completed
Completed
Successful
Rejected
Canceled
By Provider
Canceled
Canceled
By Provider
Closed
Completed
Successful
Need More Information
The following table compares the relationship of change states to service request
states:
Table 6-3: Comparison of change request states with service request states
Change request state
Draft
Planning
Status reason
Request for Authorization Planning

Request for Change
Planning
Planning in Progress
Planning
Scheduled For Review
Planning
Scheduled For Approval
Planning
Scheduled
Planning
285
Table 6-3: Comparison of change request states with service request states
Change request state
Status reason
Implementation In
Progress
Planning
Pending
Pending
Rejected
Canceled
Completed
Completed
Successful
Closed
Completed
Successful
Canceled
Canceled
By Provider
The following table compares the relationship of incidents to service request states:
Table 6-4: Comparison of incident states with service request states
Incident state
Status reason
New
N/A
Assigned
Planning
Pending
Pending
In Progress
In Progress
Planning
Resolved
Completed
Successful
Closed
Completed
Successful
Canceled
Canceled
By Provider
To generate service requests from back-end applications

1 Open the Rules form for your back-end application, for example, Work Order
Rules (Custom Configuration > Service Request Management > Work Order >
Rules,).
The following example uses Work Order Management. The same procedure
applies in essentials also to Incident Management and Change Management.
For more information about Work Order Management rules, see the BMC Service
Request Management 2.2.00 Configuration Guide. For more information about
Change Management and Incident Management rules, see the BMC Remedy IT
Service Management 7.0 Configuration Guide.
2 In the Create Service Request on Submit field, select Yes.
When this flag is set to Yes, when a user submits a work order, a corresponding
service request is created. The customer can view this request, which indicates the
status, through the Request Entry Console.
4 Create a work order.
286
Working with service requestsRelation of service request states to back-end application states
Because you configured the work order rules to allow the creation of a service
request when you submit a work order, a special advanced function now appears
in the Work Order form.
Figure 6-1: Allow Request Creation function
Special Allow Request

Creation function in
Work Order form
You see the same advanced function in the Change form and the Incident form.
5 Follow all the normal steps to submit a work order, as you normally would.
6 Choose Advanced > Allow Request Creation.
You see the following prompt: A service request will be generated for
each change you submit.
NOTE
You must choose this advanced function to create the service request when you
submit the work order.
If you choose Advanced > Suppress Request Creation, you see the following
prompt: Service request will not be created for each new change you
submit.
7 Close the prompt.
9 Perform a search for the work order you just submitted.
10 Click the View Service Request link on the work order.
The Request Details dialog box shows you the Request ID of the service request,
along with other details, for example, requester, submit date, status of the service
request, and so on. The Request Details dialog box lets you enter work information
about the service request.
For more information about the Request Details dialog box, see the BMC Service
11 Open the Request Entry Console, and then display your submitted requests.
The service request appears in the list of submitted requests. Its status is Planning.
12 Move the work order to completion.
As you move the work order from one state to the next, the service request also
moves from state to state.
287
Fulfilling service requests

One of the major responsibilities of a fulfillment provider is to complete the backend assignments that are required to fulfill the request. For example, a request to
replace a hard drive might generate multiple incidents, change requests, or work
orders. A service request might also send notifications at certain points in its life
cycle to alert users that a certain event has occurred.
When the back-office request is the In Progress or Implementation in Progress
state, the state of the service request is set to In Progress.
IMPORTANT
If a service request is reopened, SRM does not reopen the original back-office
requests that were part of the request fulfillment process. Instead, SRM creates a
new work order.
To fulfill a service request when a change request is involved

1 From the IT Home Page, open the Change Management Console.
Figure 6-2: Change requests displayed in the Change Management Console
2 Perform a search for changes assigned to you:

a Use the search criteria to define your search parameters.
b Search for the changes.
The results are displayed in the Assigned Change table.

288
Fulfilling service requests
3 Select the change, and then click View.
The change request appears in the Change Request form.

4 As you work on the change request, use the Process Flow Status wizard to move
the change request through its various states.

For example, when you click Next Stage in the wizard, you are prompted to enter
required dates to move the change from the current Planning In Progress state to
the Scheduled For Review state. For more information about working on change
requests, see the BMC Remedy Change Management 7.0 Users Guide.
5 When you have completed working on the change request, save your work and
close the Change Request form.

When the back-office request is successfully fulfilled, the status of the service
request is automatically set to Completed (Successful) in the Request Entry
Console.
To fulfill a service request when an incident request is involved

1 From the IT Home Page, open the Incident Management Console.
Figure 6-3: Incidents displayed in the Incident Management Console
2 Perform a search for incidents assigned to you:

b Search for the incidents.
c The results are displayed in the Assigned Work table.
289
3 Select the incident, and then click View.
The incident appears in the Incident Request form.

4 Use the Process Flow Status wizard to move the incident request.
5 As you work on the incident, use the Process Flow Status wizard to close it.
For example, if you select Incident Closure in the wizard, you are prompted to
enter resolution information that moves the incident from the current Assigned
state to the Resolved state. For more information, see the BMC Remedy Service Desk
Incident Management 7.0 Users Guide.
6 When you have finished with the details of the incident request, save your work
and close the Incident Request form.

Console.
To fulfill a service request when a work order is involved

1 From the IT Home Page, open the Work Order Console.
Figure 6-4: Work orders displayed in the Work Order Console
2 Perform a search for work orders assigned to you:

c The results are displayed in the Assigned Work Orders table.
290
Viewing activity log entries in the service request
3 Select the work order, and then click View.
The work order appears in the Work Order form.

4 As you progress on the work order, update your status and track your work
information.
For more information, see Managing work orders on page 216.
5 When you have finished with the work order, save your changes and close the
Work Order form.

Console.
Viewing activity log entries in the service

request
In the Request Entry Console, fulfillment providers can view activity log
information entered by other staff members who worked on the request.
To view activity log entries in service requests

2 Search for the service request you are looking for, and then select it.
3 Click Request Details.

291
Figure 6-5: Request Details dialog boxActivity Log tab
5 Verify that the work information entered by the staff is correct.

6 If necessary, add a log entry to the activity log.
Viewing details about service requests

attached to change requests and incidents
This section describes how fulfillment providers can view details about service
requests that are attached to change requests and incidents.
NOTE
For similar information on work orders, see Viewing details of a service request
associated with the work order on page 210.
292
Viewing details of service requests attached to change requests

If a change request is attached to a service request, the View Service Request link
appears at the top right corner of the Change form. This link allows you to view
important information about the service request, for example, its Request ID, its
work history, requester, submit date, status of the service request, and so on. You
can also enter work information about the service request.
Figure 6-6: View Service Request link in the Change form
the change request is attached to a service request
To view the service request attached to the change request

1 Open the Change Management Console.
2 Perform a search for changes assigned to you:
b Search for the changes.
The results are displayed in the Assigned Change table.

The change request appears in the Change form. When a change request is
attached to a service request, the View Service Request link is displayed.
The Request Details dialog box appears. You can view a complete list of the
requests details.
293
Figure 6-7: Request Details dialog box
Click the View Process button to view the processes behind the service request.
Viewing details of service requests attached to incidents

If an incident is attached to a service request, the View Service Request link
appears at the top right corner of the Incident form. This link allows you to view
important information about the service request, for example, its Request ID, its
work history, requester, submit date, status of the service request, and so on. You
can also enter work information about the service request.
294
Figure 6-8: View Service Request link in the Incident form

the incident is attached to a service request
To view the service request attached to the incident

1 Open the Incident Management Console.
2 Perform a search for incidents assigned to you:
The results are displayed in the Assigned Work table.

The incident appears in the Incident form. When an incident is attached to a service
request, the View Service Request link is displayed.
The Request Details dialog box appears. You can view a complete list of the
requests details.
295
Figure 6-9: Request Details dialog box
Click the View Process button to view the processes behind the service request.
296
Chapter
Localizing SRM
This section provides advanced instructions in localizing BMC Service Request

Management.

Localizing SRMOverview (page 298)

Localizing navigational categories (page 300)
Localizing Browse for Service Details (page 302)
Localizing SRD levels (page 304)
Localizing AOTs (page 305)
Localizing questions to use with SRDs (page 306)
Localizing PDTs (page 308)
Localizing SRDs (page 309)
Remapping questions to the SRD (page 311)
Dynamically creating and localizing questions while working on SRDs
(page 312)
Localizing surveys in the SRD (page 313)
Localizing advanced interface forms (page 316)
Configuring advanced interface forms (page 316)
Finishing localization (page 318)
Troubleshooting localization problems (page 320)
Using the localization utility to change SRM locale on existing records
(page 321)
Chapter 7 Localizing SRM
297
Localizing SRMOverview
You should localize all content that is displayed to the end user in the Request
Entry Console. This section guides you through the steps of localizing the display
properties in the languages of your user community.
You do not need to perform these advanced configuration and administration steps
immediately, but only after you understand basic SRM functionality. For example,
display properties you can localize include navigational categories, AOTs, SRDs,
and so on.
The following sections describe the best practices you should follow when
localizing SRM for your particular environment.
Locale fallback mechanism

Locale behavior effects the entire chain of SRM objects, from SRD > PDT > AOT >
Questions > Navigational Categories > Browse for Service details. If an SRM object
has not been localized, it might be invisible to your end users.
SRM uses the following fallback mechanism for locale (following the AR System
behavior) in BMC Remedy User:
If a user indicates a locale as a preference in the Options dialog box in BMC

Remedy User, then the view that matches the selected locale is used. It is first
matched by language and country, and then by just language if the country has
not been specified.
If no locale preference is set, then a view with a blank locale, or the locale of the
users operating system, is used.
If no locale preference is set and there is no view with a blank locale, then an
available view for the selected form is displayed.
SRM uses the following fallback lookup mechanism when selecting a web view for
the user:
The mid tier first uses the locale defined in the AR System User Preference form.
If there are no user preferences, the system selects the appropriate view for the
users browser.
If the view with the users preferred locale is not found, the system checks the
OS of the user.
If there is no exact match during any of these stages, the fallback mechanism finds
the closest possible locale to the one requested. The resulting view is then
displayed. For example, if a user has es_AR (Spanish_Argentina) selected as a
preference, but there is no view created for es_AR, then the view created with
locale es is displayed. So creating a view with locale es covers all Spanish users,
regardless of whether the users preferred locale is es_AR or es_ES.
298
Localizing SRMOverview
Fallback mechanism for Quick Picks and DVF data

SRM uses the following fallback lookup mechanism when selecting data, for
example, displaying the Quick Picks items in the Request Entry Console:
The Request Entry Console searches for data with the exact user locale, for
example, en_US.
If the Request Entry Console cannot find data with the en_US locale, it performs
a wildcard search using en%.
If the Request Entry Console still cannot find any data, it searches for data where
the locale setting is null. In this particular example, the Request Entry Console
returns the SRM sample data.
When the DVF retrieves data to display, it follows the same sequence as the
The DVF searches for data with the exact user locale.
The DVF then performs a wildcard search, for example, en%.
The DVF then searches for data with a null locale value.
If the DVF still cannot find any data, it searches for the navigational category of
the initial view.
Localizing SRM objects

The various SRM objects (for example, navigational categories or SRDs) are
displayed based on the locale fallback mechanism of AR System. If AR System
finds at least one localized object for the client locale (for example, en_US), it does
not display the other localized objects defined in other locales.
By default, the SRM sample data was defined with null locale values. If you do not
localize any SRM objects, the sample data (for example, the navigational
categories) appears the first time that you log in to the Request Entry Console. Any
users logging in to the system are guaranteed to see this sample data.
But when you localize a new SRM object (for example, a navigational category
with the en_US or fr locale), users who log in to the system with the fr locale no
longer can see the sample data with null locales. Users now see only those SRM
objects that match their client locale.
To display the sample data, you must localize this as well. You now must choose
between the following localization options:
Use the localization utility to override the null values in the sample data. (For
more information, see Using the localization utility to change SRM locale on
existing records on page 321.) This option is not recommended. You should
leave sample data with null values intact, so that users who log into the Request
Entry Console without the en_US or fr locales are not confused when they do
not see any objects displayed.
When you create your own navigational categories, AOTs, PDTs, and so on,
make sure you localize these objects at the same time.
299
Localizing navigational categories

When you configure a navigational category, you can also include other locales in
addition to those shipped with the 2.2.00 release (French, Japanese, Simplified
Chinese, and so on). You can create additional sets of display properties for your
users, based on the locales you specify, for example, Dutch (nl). These display
properties are automatically related to each other.
This navigational category appears in the Request Entry Console in the main
window and as a menu item in the Search menu. If you include additional locales,
this procedure describes some additional steps you must perform to finish
localizing the application.
IMPORTANT
This section assumes you have already understood the navigational category
configuration steps described in the BMC Service Request Management 2.2.00
To localize navigational categories

1 To create the navigational category, choose Service Request Management >
Navigational Categories > Navigational Categories, and then click Open.

2 Search for an existing record and open it.
Figure 7-1: Localizing the navigational category
3 Click Other Locales.
The Defined Locales dialog box appears.
300
Localizing navigational categories
Figure 7-2: Defining additional locales for the navigational category
4 Specify a new locale, for example, nl.

5 Enter user-friendly names for this navigational category, based on your locale.
6 Click Add to save the display properties for this locale.
You can add as many locales as needed.

7 Close the dialog box when you are finished, and then save your changes.
8 For all new locales, perform the following steps to translate the Quick Picks and
All menu items that appear in the Search menu (in the Request Entry Console).
The All and Quick Picks records might already be translated for your locale, for
example, if you already had records for the nl locale and then you added the nl_NL
locale. In this case, The All and Quick Picks records for nl_NL would have been
copied from the nl records.
a Open the SRM:CategoryReference form in Search mode, and perform a global
search.
b Select the Quick Picks and All records for your new locale.
c Translate the value in the CategoryName field for your locale if necessary, for
example, Snelle Oogsten for Quick Picks.

d Save your changes.
e Perform the remaining localization steps in this chapter, for example, add an
appropriate graphic for this locale, and so on.

9 Log in to the Request Entry Console.
This localized navigational category is displayed in the specified language when

end users log in to the server with the specified locale, for example, Dutch (nl). The
following example shows the new localized navigational category, a localized
image, and the localized menu items used in the Search menu. For more
information, see Finishing localization on page 318.
301
IMPORTANT
After you localize your first navigational categories, the default navigational
categories in the sample data are no longer displayed in the Request Entry Console
for that particular locale.
Figure 7-3: Localized navigational category displayed in Request Entry Console
Localizing Browse for Service Details

You can relate different images for different locales per category (using the Browse
for Services Details form). For example, you can relate one image appropriate for
the en_US locale, and a different image appropriate for the fr locale.
To localize Browse for Service Details

1 Choose Service Request Management > Request Entry Management > Browse for
Service Details, and then click Open.

Figure 7-4: Browse for Service Details item
302
Localizing Browse for Service Details
Several images are included in the sample data when SRM is installed. You might
decide the Dutch (nl) locale needs a different image associated with the
navigational category.
2 Specify the company.
3 Specify the new locale, for example, nl.
4 Specify the navigational category.
Some localized categories are provided for you by default when SRM is installed.
Otherwise, you must select your own localized category.
5 Enter the localized description.
The Description field is mandatory. You must enter the appropriate localized text.
6 If the alternative image you want to see does not appear, click Show All Images.
7 Select an image from the list.
Figure 7-5: Localizing category images
8 Click Modify to save the display properties of the image for this locale.

9 Close the Browse for Service Details form when you are finished.
This localized image is displayed for the navigational category when end users log
in to the server with the specified locale.
303
Localizing SRD levels

When you create SRD levels, you can localize them as well.
To define SRD levels

1 From the Application Settings list, choose Service Request Management > SRD
Level > SRD Level, and then click Open.

Figure 7-6: SRD Level dialog box
2 Enter a locale, level, and status.

3 Save the record.

Figure 7-7: Defined Locales dialog box
304
Localizing AOTs
5 Select the new locale.

6 Enter the new localized level text.
7 Click Add, and then close the dialog box.
If you search for these new levels in the SRD Level dialog box, both items are
available, each in their respective locale, Dutch and Portuguese.
When the Service Catalog Manager creates the SRD, the locale level is available for
use.
Localizing AOTs
When you configure an AOT, you can also include other locales. You can create
additional sets of display properties for your users, based on other locales you
specify, for example, fr. These display properties are automatically related to each
other.
IMPORTANT
This section assumes you have already understood the AOT configuration steps
described in the BMC Service Request Management 2.2.00 Configuration Guide.
To localize AOTs
1 To create the AOT, choose Service Request Management >Application
Configuration > Define Application Object Template, and then click Open.
2 Search for an existing record and open it.
Figure 7-8: Localizing the AOT

305
Figure 7-9: Defining additional locales in the AOT
4 Specify a new locale, for example, fr.

5 Enter a user-friendly name of this AOT, based on your locale.
6 Provide a summary, based on your locale.

The Service Catalog Manager can now use this localized AOT when creating a
PDT.
Localizing questions to use with SRDs

In the Questions Library form, you can localize a set of questions that the user is
prompted to answer when creating a service request from the SRD.
To define the questions library entries

1 Choose Service Request Management >Application Configuration > Define
Questions Library, and then click Open.
IMPORTANT
You can also dynamically define questions when you are creating mappings in the
SRD.
2 Search for an existing question and open it.
3 Specify the locale to deliver questions in the language that is the most useful to
your users, for example, fr.
306
Localizing questions to use with SRDs
NOTE
Only questions with a locale that matches exactly the locale on the SRD are
displayed in the questions dialog.
Figure 7-10: Localizing questions
4 Perform the following steps:

a Enter the locale.
b Enter the question text for the end user.
c Select the application category to which the answer will be pushed.
This is the value you specified for the Registry Name field on the Application
Registry form. You push the answer to the question back to the work order that
is part of the AOT.
d Select Active status if you want this question to be visible.
e Specify the answer format to this question entry.
If you select Single Answer Horizontal or Single Answer Menu, additional fields
appear where you can specify the menu list values, the sort order, and the locale
in which this will appear.
Specify the default value (if any) to this question entry.
5 Save the question.
307
Localizing PDTs
When you create a PDT, you can also include other locales. You create additional
sets of display properties for your users, based on other locales you specify, for
example, fr. These display properties are automatically related to each other.
IMPORTANT
The parent AOTs and PDTs are displayed in the first locale created. As a result, if
you first create an AOT in English and then localize it for French, you only see the
parent English AOT displayed in the PDT form.
To localize PDTs
1 Create the PDT.
For more information, see Creating a new standard PDT on page 100 or
Creating a quick launch PDT on page 109.
2 Add the localized AOT or PDT to this PDT.
Figure 7-11: Localizing the PDT
308
Localizing SRDs

Figure 7-12: Defining additional locales in the PDT
4 Specify a new locale, for example, fr or en.

5 Enter a user-friendly name of this PDT, based on your locale.

The localized PDTs appear in the Process View of the Service Catalog Manager
Console.
NOTE
The localized PDTs have the same template ID as the original.
The Service Catalog Manager can now use these localized PDTs when creating an
SRD.
Localizing SRDs
When you create an SRD, you can also include other locales. You can create
additional sets of display properties for your users, based on other locales that you
specify, for example, fr. These display properties are automatically related to each
other.
309
NOTE
You should create your localized navigational categories before you localize the
SRD. If you do not, you are prompted to create them before the SRD can be saved.
To localize SRDs
1 Create the SRD.
For more information, see Creating a new standard PDT on page 100 or
Creating a quick launch PDT on page 109.

Figure 7-13: Defining additional locales in the SRD
3 Specify a new locale, for example, fr.

4 Enter a user-friendly name of this SRD, based on your locale.

7 Close the Defined Locales dialog box when you are finished.
End users can now view this localized SRD in the Request Entry Console when
they log in to the server with the fr locale.
8 Save the SRD.
310
Remapping questions to the SRD
Remapping questions to the SRD

You must map the localized questions to the SRD.
NOTE
For detailed information on defining questions, see the BMC Service Request
To remap questions in the SRD

2 Click Mapping to open the Question Selection and Fulfillment Application Field
Mapping dialog box.

3 Perform the following steps to map your questions to the SRD:
Figure 7-14:
a From the Question menu, select the questions you have localized.
Your localized questions are displayed in the Question menu from the
underlying applications, for example, Work Order Application.
b Enter a default value (optional), and then click Apply.
c From the list of Fulfillment Application Fields displayed, choose a data target
field.
311
d Map the target to Question.

e Select a question from the menu.
f Click Add.
g Click Apply.
4 Add all the questions and data targets.
box when you are finished.

6 Save your changes to the SRD.
Dynamically creating and localizing questions

while working on SRDs
You can create and localize questions on the fly while working on SRDs.
To dynamically create and localize questions while working on SRDs

2 Click Mapping to open the Question Selection and Fulfillment Application Field
Mapping dialog box.

3 Click New Question.
The Questions Library dialog box appears.
312
Localizing surveys in the SRD
Figure 7-15: Questions Library dialog box
4 Perform the following steps:

a Enter the locale.
b Enter the question text for the end user.
c Select the application category to which the answer will be pushed.
d Select Active status if you want this question to be visible.
e Specify the answer format to this question entry.
If you select Single Answer Horizontal or Single Answer Menu, additional fields
appear where you can specify the menu list values, the sort order, and the locale
in which this will appear.
f Specify the default value (if any) to this question entry.
5 Click Save.
The new localized question is added to the Question Text list.

6 Make sure you map the question to the SRD.

Use the Search for Surveys form to select survey questions for your requesters.
Surveys give the Service Catalog Manager or Business Manager an indication of
customer satisfaction levels and how the service desk is performing.
313
NOTE
You can add a survey to the SRD only if surveys are enabled in the SRM Request
Rules form. For more information, see the BMC Service Request Management 2.2.00
To select surveys
If your SRM administrator created a default survey, its name is displayed.

3 To exclude a survey from this SRD, select Disabled from the Status menu.
4 To create a custom survey for this SRD, select Custom from the Configuration
field.
Otherwise, the default survey is included with the SRD.
5 Click Select.
The Search Survey form appears.

Figure 7-16: Search Survey form
6 Select the company to which this survey applies, or select Global to make this
survey available to all companies.

7 To create a survey, click Create.
The Configure Survey dialog box appears.
314
Figure 7-17: Configure Survey dialog box
8 Enter a name for your survey.

9 Click Save.
The dialog box closes and you are returned to the Search Survey form.
10 Click Manage Questions.
The Manage Questions dialog box appears.

Figure 7-18: Manage Questions dialog box
11 To create or modify questions in your survey, perform the following steps:

a Specify a locale, if your questions must be localized, for example, en_US.
b Specify the numerical sequence, for example, 1.
c Define the question.
d Click Add or Modify.
12 Close the Manage Questions dialog box when you are finished.
13 Close the Search Survey form.
315
Localizing advanced interface forms

You should create localized views for your advanced interface forms if you plan to
deploy them in a localized environment. The advanced interface forms are
installed with localized views for English, Japanese, French, Italian, German,
Spanish, and Simplified Chinese.
IMPORTANT
For detailed information on localizing AR System forms, see the BMC Remedy
Action Request System 7.1.00 Form and Application Objects guide.
To localize advanced interface forms

1 For each advanced interface form you want to localize, create a localized view of
that form.
You use an existing view as the base for creating a localized view. The BMC
Remedy Administrator Manage Views dialog box allows you to copy an existing
view. The new view should have the Locale property set to match the locale you
will be localizing the view for.
2 After you associate a view with a specific locale, select that view and localize the
components that users see.

For example, you should translate the field labels.
3 After you translate the components have been translated, adjust the field and view
size to better match the new labels.
Configuring advanced interface forms

If you install the SRM sample data for your locale, localized versions of the
advanced interface forms are included as well.
316
Configuring advanced interface forms
Figure 7-19: Localized advanced interface form
If you create and localize your own advanced interface forms and they do not
appear as expected, use the following procedure to configure them.
For detailed information, see the BMC Service Request Management 2.2.00
To configure advanced interface forms

1 From the Application Settings list, choose Service Request Management >
Advanced > Configure Advanced Interface data, then click Open.

2 Search for a form record.
3 Modify the information as needed.
4 Specify the proper locale for your form.
If the SRD includes an advanced interface form that has been localized, users will
see the correct localized version when they log in to the Request Entry Console.
317
Finishing localization
After you finish localizing the navigational categories, AOTs, PDTs, and so on,
perform the following steps.
To finish localization
1 Deploy the SRD.
2 Make sure the proper locales for your users are defined in the People form.
a Click the Notifications tab.
b Select the Notification Language, for example, French (France).
c Save your changes.
3 If your users have problems displaying currencies in their proper locale, define
their user preference settings:

a Open the AR System User Preference form in new mode.
b Click the Locale tab.
c Define the User Locale and Currency settings.
NOTE
Currency only works if the currency ratios are properly configured on the
AR System server.
d Save your changes.
For more information, see the BMC Remedy Action Request System 7.1.00 Configuring
guide.
NOTE
For each user, make sure that the AR System User Preference locale and the
Notification Language are the same, to prevent confusion.
4 Log in to the Request Entry Console.
If you have properly localized all the SRM components, the localized navigational
category is displayed.
318
Finishing localization
Figure 7-20: Localized information in the Request Entry Console
5 Select a service.
Figure 7-21: Localized information when submitted a request
All your localized information should be properly displayed.

6 Submit the service request.
7 Verify the request details.
8 Open the request in the back-end office application.
Make sure the answers to the localized questions were correctly pushed to the
application.
319
Troubleshooting localization problems

When you are working on an AR System server that has the Localize Server option
enabled, you sometimes see unexpected behavior with localized SRM objects, for
example, missing navigational categories or SRDs not displayed as expected.
Table 7-1: Problems you might see localizing SRM
Problem
Solution
Why do we create PDTs by locale? Shouldnt only When creating PDTs, the process definition is the same
the SRD be by locale but the PDT be the same for across all the locales. Only the fields that are shown to the
all users?
end user in the Visual Process Editor are localized.
Navigational categories are not displaying as
expected. For example, I created a SRD in three
locale entries (English, Spanish and French). I also
created three separate navigational category
entries for them.
The SRDs and navigational categories are displayed to the

end user based on the locale fallback mechanism for locale
defined by AR System.
If you are testing this behavior with BMC Remedy User,

make sure that the clients locale and the BMC Remedy
When I open the Request Entry Console, my client User locale are set to the same value.
locale is English. But the navigational categories
appear in Spanish.
Then when I choose the SRD, the English one
appears and the Quick Picks appear correctly.
All the global SRDs were displayed as expected
until you created an SRD with three different
locales.
You now see only the one SRD that was localized
and all of the others, including the navigational
categories, are not visible.
The SRDs are displayed based on the locale fallback

mechanism of AR System.
If AR System finds at least one SRD for the client locale, it
does not display the SRDs defined in other locales.
The global SRDs were defined with a null locale value and
the new SRD was created with a locale value that matches
your client locale. As a result, only new SRDs are
displayed.
After you have chosen any type of locale option, any SRM
object that does not have a locale defined is no longer
displayed. To display the global SRDs, they must be
localized as well.
I localized my SRD and the SRD appears, but it

doesnt work properly, and there are no questions
in the Provide Information window in the Request
Entry Console.
The SRD and all related objects must be localized. This

includes the PDTs, the navigational categories, the
questions, and the AOTs. If these are not localized, they
will not be present on the SRD for that locale.
I finished localizing SRM, but the Quick Picks and 1 Open the SRM:CategoryReference form in Search mode,
All items still appear in English in the Search menu
and perform a global search.
on the Request Entry Console.
2 Select the Quick Picks and All records for your new
locale.
3 Translate the value in the CategoryName field for your
locale, for example, Snelle Oogsten for Quick Picks.
For more information, see Localizing navigational
categories on page 300.
320
Using the localization utility to change SRM locale on existing records
For more information on localizing AR System applications, see the BMC Remedy
Action Request System 7.1.00 Form and Application Objects guide.
Using the localization utility to change SRM

locale on existing records
To change the SRM locale on existing records, SRM 2.2.00 includes a utility
(SRD:SetLocaleDlg) that searches for records with one specified locale and
replaces them with records with a different locale, if there are no existing records
already. For example, you could use the utility to search for records that have a
null locale value and replace them with en_US. On the other hand, you could also
search for records with en_US and replace them with a null locale. The SRDs will
then appear in the Request Entry Console as expected.
To use the localization utility to change the SRM locale on existing records
1 In BMC Remedy User, open the SRD:SetLocaleDlg utility used for setting locale
values.
Figure 7-22: Set Locale Value dialog box
2 Enter the current locale value you want to search for.

3 Enter the new locale value you want to replace it with.
This example searches for all existing records with a null locale value and replaces
them with records with the en_US locale.
4 Click Set Locale.
321
The Locale field on all the forms listed in the Set Locale dialog box will be set with
the value you specified.
NOTE
If the locale already exists for that record, the utility does not create a new record.
The utility does not modify the record.
322
Chapter
Exporting and importing SRDs

and PDTs
This section provides information about exporting and importing service request
definitions (SRDs) and process definition templates (PDTs).
NOTE
You must have Request Catalog Manager permissions to export or import SRDs
and PDTs.

Exporting and importing SRD supporting data (page 324)

Exporting SRDs and PDTs (page 326)
Importing SRDs and PDTs (page 330)
Viewing the history of imports and exports (page 334)
Chapter 8
323
Exporting and importing SRD supporting data

Before importing service request definitions (SRDs), process definition templates
(PDTs), and application object templates (AOTs) to a different server, you must
manually export the following supporting configuration data (for categories,
images, and the question library attached to SRDs). You need to export this
additional data only if you are exporting SRDs. This data is not required if you are
exporting PDTs and AOTs only.
IMPORTANT
You cannot import SRM data (AOTs, PDTs, SRDs, and any supporting
configuration data) that was exported using one version of Incident Management
and Change Management into the destination server running a different version of
Incident Management and Change Management. For example, if your SRM data
was created on a source server running ITSM 7.x, you must import it to a
destination server running ITSM 7.x. You cannot mix-and-match ITSM 6.x and 7.x
versions when exporting and importing.
IMPORTANT
If you do not export and import your supporting data into the destination server,
the Import Export Console still successfully imports the SRDs, PDTs, and AOTs
without error. However, the SRDs will not function correctly or look right without
their supporting navigational categories, menu items, graphics, questions library,
and so on.
Using BMC Remedy User or a browser, query the following forms and export the
data to a .arx file.
Table 8-1: SRM forms for supporting data
Form
Description
SRM:Navigational Category
Navigational categories for SRDs
SRM:NavCatCompanyModuleAssoc
Company association for navigational categories
SRM:QuestionsLibrary
Question text
SRM:QuestionMenuItems
Menu items for questions. Only needed if you

have defined Single Item Menu type of questions
SRM:ConfigureSurveyQuestions
Survey questions
SRS:ServiceRequestImages
Images for SRDs
For more information about exporting AR System data from your server, see the
BMC Remedy Action Request System 7.1.00 Installing and Administering BMC Remedy
Mid Tier guide. You can also consult the online help for the BMC Remedy User
tool. For more information on importing AR System data into forms on your
server, see the BMC Remedy Action Request System 7.1.00 Configuring guide.
After you have exported the data from the source server, you must use BMC
Remedy Import to import the data into the same forms on the destination server.
324
Exporting and importing SRD supporting data
NOTE
To complete this process, you must have the same company information
configured on both source and destination servers.
If Entitlement has been configured on the source server, and you want to transfer
those definitions to your destination server, the following data will need to be
exported from the following forms as well.
ENT:Enttitlement Generate QUAL/CACHE

ENT:Generic Entitiy (GE)
ENT:PeopleEntitlementDefinition
ENT:SYS People Entitlement Groups
ENT:SYS-Access Permission Grps
SRD:SRDED PED Associations
SRD:SRDEntitlementDefinition
If advanced interface forms (for example, the Password Reset form) are attached to
your SRDs, you must export and import them as you would the other supporting
data. For more information on advanced interface forms, see the BMC Service
Request Management 2.2.00 Configuration Guide. See also Advanced interface
formsOverview on page 338.
To export and import SRD support data

1 With BMC Remedy User, log in to your source server.
2 Open the form you want to export data from in Search mode, for example, the
SRM:QuestionsLibrary form.
3 Query all the records from the form, and then select them.
4 Select Tools > Reporting.
The Report window is the utility you use the export AR System data.
5 In the Report window, select Report > New.
6 In the Properties dialog box, click Add All, and then click OK to close the dialog
box.
7 Select Report > Export To > File to export all the data from the form.
8 In the Report To File dialog box, save the report data in .arx format.
You have now exported all the data from the form.
9 Repeat step 1 to step 8 for all the forms you need to export data from.
10 To import the data, log in to the destination server with BMC Remedy Import.
11 Select Form > Open Form, and then open the matching form that you want import
data into, for example, the SRM:QuestionsLibrary form.

12 Select Form > Open Data File, and then navigate to the .arx data file you created.
Chapter 8
325
13 Click Add All.

14 Click Import to import the data into the destination server.
A confirmation dialog box appears.

15 Click Yes to start the import.
A status window appears, listing the number of records processed. Each record in
the data file generates a single request in the destination form.
NOTE
If an error occurs during the import process and you are prompted to skip a record,
select Yes To All.
After the import ends, a results message appears and the import log is updated.
You can use your imported data.
If errors occur, the type of messages you receive depends on the error handling
preferences you set.
16 Repeat step 10 to step 15 for all the forms you need to import data into.
Exporting SRDs and PDTs

Service Catalog Managers can export SRDs and PDTs, as needed. You use the
Import Export Console to move files between source and destination servers.
This functionality also supports the portability of best practice service catalog
offerings from a community website.
NOTE
For information on using the Service Catalog Manager Console to manage SRDs
and PDTs, see the BMC Service Request Management 2.2.00 Guide for Administrators
and Users.
To export SRDs
1 Log in to your source server with BMC Remedy User.
NOTE
The Import Export Utility only works with BMC Remedy User; you cannot use a
web browser.
3 Click the Import Export Console link.
The Import Export Console appears.
326
Figure 8-1: Import Export ConsoleRequest Definition Export View
4 From the left navigation pane, select Export Request Definition.
The Request Definition Export View appears.

5 To export SRDs, take the following steps:
a Search for the SRDs that you want to export. You can use various search criteria,
for example, searching by Company or Status.
IMPORTANT
When you export SRDs, all related PDTs and AOTs are included in the export
operation. You should export SRDs only when they are in Draft or Deployed status.
b Select an SRD from the search results table.
You can select multiple SRDs and export them as a unit.
NOTE
If you do not start the export immediately, it is possible for the selected SRDs to be
deleted by some other Service Catalog Manager before you start the export
operation.
Chapter 8
327
c In the Export Options field, enter a valid path and file name.
The file name must use the .arx format. If you change the file name, it is
displayed in the field.
d Click Export.
The export utility exports the file to the path you specified. You can navigate to
the path to verify the file was exported.
You might also see individual progress meters flashing from the reports that are
running from each form.
When the export operation is completed, the History window appears.
Figure 8-2: SRD export history
The Search Results table contains important information about the export,
including file location and name, type of file exported, the create date, and the
user performing the operation. For more information, see Viewing the history
of imports and exports on page 334.
6 Use the Import utility to import the SRD definitions to the destination server.
For more information, see Importing SRDs and PDTs on page 330.
7 Close the Import Export Console when you are finished.
To export PDTs
1 Open the Import Export Console.
2 From the left navigation pane, select Export Process.
The Process Export view appears.
328
Figure 8-3: Import Export ConsoleProcess Export View
3 Click the Export Definition link.
The Import Export Console appears.

4 To export PDTs, take the following steps:
a Search for the PDTs that you want to export. You can use various search criteria,
for example, searching by Company or Status.
IMPORTANT
When you export PDTs, all related PDTs and AOTs are included in the export
operation.
b Select a PDT from the search results table.
You can select multiple PDTs and export them as a unit.
NOTE
If you do not start the export immediately, it is possible for the selected PDTs to be
deleted by some other Service Catalog Manager before you start the export
operation.
Chapter 8
329
c In the Export Operations field, enter a valid path and file name.
The file name must use the .arx format. If you change the file name, it is
displayed in the field.
NOTE
If the export file specified already exists, the file will be appended to.
d Click Export.
The export utility exports the file to the path you specified. You can navigate to
the path to verify the file was exported.
You might also see individual progress meters flashing from the reports that are
running from each form.
When the export operation is completed, the History window appears.
Figure 8-4: PDT export history
The Search Results table contains important information about the export,
including file location and name, type of file exported, the create date, and the
user performing the operation. For more information, see Viewing the history
of imports and exports on page 334.
5 Use the Import utility to import the PDT definitions to the destination server.
Importing SRDs and PDTs

Service Catalog Managers can import SRDs and PDTs, as needed. The import
utility makes use of BMC Remedy Import functionality (the arimportcmd.exe
executable) that comes installed with BMC Remedy Administrator. For more
information, see the BMC Remedy Action Request System 7.1.00 Form and Application
Objects guide.
330
The utility presents options to avoid conflicts on the target server when you are
importing definitions. You can choose importing only new definitions, or you can
import all definitions as new by renaming them with a prefix.
The import utility stages the data, so that you can monitor the progress of the
import operation. If needed, you can back out from the import operation by
deleting the staged data. The import data will not be completely imported to the
target server until you promote it.
To import SRDs and PDTs

1 Log in to your destination server with BMC Remedy User.
NOTE
The import functionality in the Import Export Utility only works with BMC
Remedy User; you cannot use a browser.
3 Click the Import Export Console link.
4 From the left navigation pane, select Import.
The Import view appears.

Figure 8-5: Import Export ConsoleImport view
Chapter 8
331
5 To import SRDs and PDTs, take the following steps:

a In the Conflict Resolution Options area, select which option you want to use to
resolve possible conflicts with importing definitions to your target server:
Import new definitions onlyIf the import operation finds existing

definitions, the import operation is canceled. This is the default import
option.
Import all definitions as newThe import operation avoids the possibility of

conflict by renaming the definitions. To avoid duplicate SRDs and PDTs, the
utility lets you add a prefix or version number to the object names.
Imported objects can include an optional version level, as you manage the
development, test, and production life cycle, for example, 00.80 for Beta, or
01.00 for first roll out to customers.
b As a security feature, enter the password to the target AR System server that you
are importing data into.
NOTE
You must log in to the AR System server because the underlying command line
Import tool (arimportcmd.exe) requires a user name and password.
c Enter the path to the BMC Remedy Import executable (arimportcmd.exe).
This executable comes installed only with BMC Remedy Administrator. By

default, the install path is C:\Program Files\AR System\Admin.
d Enter the path and file name to the definition file (.arx) that you want to import.
e Modify if necessary the location to the SRM import log. By default, the location
is:
C:\Program Files\AR System\Admin\SRMImportLog.txt
6 Click the 1. Stage Data button.
The Import Results table displays errors, warnings, and so on. The Details table
displays the SRD records imported to their forms.
If necessary, you can delete the staged data (by clicking the 4. Delete Staged Data
button).
Figure 8-6: Import Results and Details in Stage 1Staging the data
You now can validate the staged data.
332
7 Click the Validate Staged Data button.
The Import utility validates the quality of the data, and shows you the results in
the Import Results table. For example, you are shown that the names of the SRDs
and PDTs have been changed by the Import Utility.
One important error you might see is that you are attempting to import objects to
your server that have the same name as existing objects. If you see this error, you
should import the objects as new and rename them.
Otherwise, you can delete the staged data and try again later.
Figure 8-7: Import Results and DetailsValidating the data
You now can proceed to the Promote import stage.

8 Click the 2. Promote Staged Data button.
In the Promote stage, the Import utility completes the import of data into the
server, and shows you the results in the Import Results table. For example, you are
shown that the import operation has been completed by the Import Utility.
Figure 8-8: Import Results and Details in Stage 2Promoting the data
After the data is imported into the target server, the Delete Staged Data button is
disabled, and the staged data can no longer be deleted.
IMPORTANT
If an AOT includes a template, the Import Export utility does not import the
template along with the AOT, and you will see a warning during the import
operation. After the import is finished, the AOT will exist on your destination
server but it will be inactive. To activate the AOT, you must register a template
with the AOT.
Chapter 8
333
Viewing the history of imports and exports

You can view the history records of your imports and exports. You cannot drill
down to additional details because all of the information is already displayed in
the Search results table.
To view the history of imports and exports

1 Open the Import Export Console.
2 From the left navigation pane, select History.
The History View appears in the Import Export Console.

Figure 8-9: Import Export ConsoleHistory View
3 From the Operation field, select which operation you want to view.
You can choose Export or Import.

4 (Export only) From the Type field, select which type of data to view.
You can choose SRD or PDT.
334
Viewing the history of imports and exports
5 Click Search after you have specified your search criteria, for example, SRD as the
Type of data and Export as the Operation.

The history data is displayed in the Search Results table.
6 Click on the header of the column by which you want to sort the table.
The list of items is ordered according to that column.

7 Use the scroll bar on the right to scroll through the entries in the table.
8 To view the data, especially if there is a large number of search results, right-click
in the table, and then select Next Chunk.

You then view the next available set of results.
9 To print the data, perform the following actions:
a Right-click in the table.
b From the context menu that is displayed, choose Print Table.
This prints a list of all the items in the table, including those that are not in view.
c Enter the printing specifications in the Print dialog box.
d Click OK.
Chapter 8
335
336
Appendix
Creating and using advanced

interface forms
This section describes how to create and use advanced interface forms.
Advanced interface formsOverview (page 338)

Using BMC Remedy Administrator to create advanced interface forms from

templates (page 339)

Registering advanced interface forms (page 345)
Configuring type fields in the Work Order Template form (Optional) (page 346)
Creating SRDs with advanced interface forms (page 348)
Mapping fulfillment application fields to the service request fields (optional)
(page 349)
Requesting a service with an advanced interface form (page 350)
Appendix A
337
Advanced interface formsOverview

NOTE
Starting with the 2.1.x SRM release, the SRS:CustomForm_DisplayOnly,
SRS:CustomForm_Regular, and SRS:CustomForm_RequestEntry custom forms
and their workflow have been deprecated. You must use the new advanced
interface SRS:AdvancedInterface_WithBackendMapping,
SRS:AdvancedInterface_WithoutBackendMapping, and
SRS:AdvancedInterface_PasswordReset forms to build any new SRDs.
You can configure an SRD to use an advanced interface form as the user interface
to collect the end users request information in the Request Entry Console. The
advanced interface form mechanism allows complex validation of answers and
custom flow of the interface for user interaction. If the SRD uses an advanced
interface form, the advanced interface form is used in the Provide Information
stage instead of the usual questions. Depending on the type of advanced interface
form used, you might need to map fields on the advanced interface form to the
SRDs required target data (fulfillment application fields).
Advanced interface forms allow you to have a personalized Provide Information
screen in the Request Entry Console. You can use the advanced interface forms
functionality to submit requests in place of the default method to submit requests
on the Request Entry console. Advanced interface forms provide the following
functionality:
Ability to map more than forty end-user responses to fulfillment application

fields (target data).
Ability to capture additional fields besides the default set of fields that are
captured using the product as shipped.
Ability to control data flow in the advanced interface form.

Ability to create sophisticated data validation.
You use the following steps to create your own advanced interface forms:
Step 1 Create your own advanced interface form from the templates that BMC provides.
For information, see Using BMC Remedy Administrator to create advanced

interface forms from templates on page 339.
Step 2 Register the new form.
For more information, see Registering advanced interface forms on page 345.
Step 3 (Optional) Configure the type fields in the Work Order Template form.
For more information, see Configuring type fields in the Work Order Template
form (Optional) on page 346.
338
Using BMC Remedy Administrator to create advanced interface forms from templates
Step 4 Configure the SRD to use the new form.
For more information, see Creating SRDs with advanced interface forms on
page 348.
Step 5 (Optional) Map your fulfillment application fields, if necessary.
For more information, see Mapping fulfillment application fields to the service
request fields (optional) on page 349.
Step 6 Open the advanced interface form from the Request Entry Console.
This feature allows fulfillment process owners and service coordinators to view
the end-user responses on the advanced interface forms.
For more information, see Requesting a service with an advanced interface form
on page 350.
Using BMC Remedy Administrator to create

advanced interface forms from templates
SRM 2.2.00 is shipped with three advanced interface forms that you can copy and
then modify, as needed. This allows you to use the advanced interface forms
provided as templates.
IMPORTANT
You must have AR System Administrator permissions and knowledge of
AR System development to modify and enhance the advanced interface forms.
Table A-1: Advanced interface forms shipped with SRM 2.2.00
Form name
Description
With Backend Mapping

(SRS:AdvancedInterface_With
BackendMapping)
This example of the advanced interface form uses a Regular form,

which can be used to store data on the form itself, while also mapping
some of the field values on the form to the fulfillment application fields.
The fields on the form are used to pose questions to the end user and
capture responses to those questions.
Without Backend Mapping

(SRS:AdvancedInterface_Without
BackendMapping)
This example of the advanced interface form uses a Regular form,

which can be used to store data requested of the end user directly on
the form, without mapping this data to fulfillment application fields.
Password Reset
(SRS:AdvancedInterface_Password
Reset)
This example of the advanced interface form uses a display-only type

of form, and illustrates a password reset use case. A display-only form
does not store any data. This type of form can be used only to map field
values to fulfillment application fields.
You should run tests on the copy before making changes to verify that it works as
the original did. Then you can make your needed modifications.
Appendix A
339
To use BMC Remedy Administrator to create advanced interface forms from

templates
1 In BMC Remedy Administrator, open one of the sample advanced interface forms.
For example, open the SRS:AdvancedInterface_WithBackendMapping form.

Figure A-1: SRS:AdvancedInterface_WithBackendMapping form
When opening the SRS:AdvancedInterface_WithBackendMapping form in BMC

Remedy Administrator, you should modify only the fields on the Your Fields tab
and only the field labels on the Mapped tab. Following is a description of the tabs
and the fields on those tabs:
The Your Fields tab contains the fields that are saved to the form. This tab and
all of its fields should be visible to the end user.
The Mapped tab contains fields that are pre-defined to map to fulfillment
application fields on the work order Type Fields tab. The labels on these fields
can be changed to pose questions to the end user. This tab and any fields used
to pose questions to the end user should be visible. Any fields not used should
be hidden from the end user.
340
These fields are mainly character and integer type fields. If an end user response
requires a selection field, data/time field, or a currency field, those fields can be
placed on the Your Fields tab, and additional workflow with an execution order
of zero (0) can be created to set the field values on the Mapped tab to the value
of those fields. This would be done with the hidden fields that are not used to
pose questions to the end user. This allows those data types to be mapped
automatically using the pre-defined mapping.
The Mapped 10-27 and Mapped 28-47 tabs contain additional fields that can be
mapped to fulfillment application fields using the Question Selection and
Fulfillment Application Field Mapping dialog during SRD configuration. These
tabs should be hidden to the end user.
NOTE
The fields on the Mapped tab can also be mapped in this manner if the target
fulfillment application field is not on a work order, that is, an incident or change
request.
WARNING
Do not modify the other fields on this formthey are the core set of fields that map
to the service request, and are needed to create the service request. You can,
however, add specific workflow to the advanced interface fields for validation,
and so on.
2 Choose File > Save Form As to save a copy.
By copying the advanced interface forms with a new name (for example,
SRS:MyAdvancedInterface_Questions) and then modifying the copies, your
work will not be overwritten when you upgrade to the next version of SRM.
3 If you are upgrading to 2.2.00, open the SRS:AdvancedInterface_FieldsReference
form in BMC Remedy Administrator.
Appendix A
341
Figure A-2: SRS:AdvancedInterface_FieldsReference form
a Copy and paste the following fields into all your advanced interface forms:
Table A-2: Fields added to all advanced interface forms in 2.2.00 release
342
Field name
Field ID
CartID
303490600
CartIdCurrent
303493000
CartInstanceID
303490500
CartInstanceIdCurrent
303492800
CartName
303490700
CartName2
303491100
CartNameStorage
303493100
OptionPrice
302798600
OptionQuantity
303496300
PreferredCurrencyType
303497700
RequestQuantity
303472300
RequestedFor(OBO)LoginName
302880400
RequiredQuestionsAnswered
303493900
Table A-2: Fields added to all advanced interface forms in 2.2.00 release
Field name
Field ID
SRD_Cost
302783800
SRWiz_RequesterDepartment
1000003301
SRWiz_RequesterOrganization
1000003300
Total Price Provide Info Request
303498400
TotalPriceShowTextPI
303500000
Unknown User
301550900
z1D_ActionGotoView
303544700
z1D_SRDLocale
303449800
z3Btn_AddToCartSRD
303493500
z3Btn_UpdateCart
303483100
b Copy and paste the following fields into your
SRS:AdvancedInterface_PasswordReset advanced interface form:

Table A-3: Fields added to SRS:AdvancedInterface_PasswordReset advanced interface
forms in 2.2.00 release
Field name
Field ID
RequestStatus
302819300
z1D Char02
1000000066
z1D Char03
1000000067
z1D Char04
1000000068
z1D Char05
1000000083
c Copy and paste the following fields into your
SRS:AdvancedInterface_WithBackendMapping and
SRS:AdvancedInterface_WithoutBackendMapping advanced interface forms:
Table A-4: Fields added to SRS:AdvancedInterface_WithBackendMapping and
SRS:AdvancedInterface_WithoutBackendMapping advanced interface forms in 2.2.00
release
Field name
Field ID
CustomRecordCreated
303503400
z1D_CustomRecordExists
303502800
4 Make copies of the workflow that was on the original form.
By copying this workflow, you retain your copy during upgrades.

You only need to perform this step one time for each advanced interface type form
you are copying. To view only the workflow that needs to be copied, use the View
> By Form menu action to view the sample advanced interface form (Selected
Forms option) and its related workflow. You can then open each active link, active
link guide, filter, and filter guide and Save As to create a new version.
Appendix A
343
TIP
Use a unique naming standard so that you can easily distinguish the copied
workflow from the original version.
5 Attach this workflow to your copy of the form.
a Select the Active Links object, and then select all of the copied active links that
use your new naming standard.

b In the Active Links list, right-click, and then choose Edit.
The Batch UpdateActive Link Properties form appears.

c On the Basic tab, select the new advanced interface form you created, and then
click OK.
d Select the Active Link Guides object, and then select all of the copied active link
guides that use your new naming standard.

Make sure you edit the following active link guides that use your copies of the
original workflow:
SRS:ADN:CreateCartIfRequired
SRS:ADN:SHR_CloseWindow_Javascript
SRS:ADN:SHR_OnSubmit_SetAttachmentFields
SRS:ADN:SHR_OnSubmit_SubmitInCart
SRS:ADN:SHR_OnSubmit_SubmitInDraft
SRS:ADN:SHR_OnSubmit_SubmitInReview
SRS:ADN:SHR_OnWindowOpenSetFields
SRS:ADN:SHR_WindowOpen_CustomWizard
e Edit the active links that call the active link guides.
You must perform this step, so that the active links call your versions of the
active link guides. Make sure you edit the following active links:
SRS:ADN:SHR_WindowOpen
SRS:ADN:SHR_Closebtn_010
SRS:ADN:SHR_OnSubmit_108_SubmitRequest
SRS:ADN:SHR_SaveAsDraft_095_SubmitRequest_CG
SRS:ADN:SHR_SubmitRequest_095_SubmitRequest_CG
SRS:ADN:SHR_SaveAsDraft_095_AddToCart_CG
SRS:ADN:SHR_SaveAsDraft_095_UpdateCart_CG
SRS:ADN:SHR_OnWindowOpenSetFields
f Check the Filters and Filter Guides, and attach them to the new advanced
interface form following the same steps you did for the Active Links.
344
Registering advanced interface forms
6 Test your copied version of the advanced interface form.
It should work just as the original form.

7 Modify your copy of the advanced interface form.
If you used the SRS:AdvancedInterface_WithBackendMapping or

SRS:AdvancedInterface_WithoutBackendMapping form as a template, you can
modify the fields in the Your Fields data fields sections.
WARNING
Do not delete or modify any other fields on these forms. BMC supports only
changes to appearance items, such as the header, background, labels, and so on.
If you used the SRS:AdvancedInterface_PasswordReset form as a template, you
might also need to change your copies of the following workflow:
SRS:ADN:PASS_OnSubmit_109_SubmitRequest_CheckReqFields
SRS:ADN:PASS_OnSubmit_109_SubmitRequest_InReview
SRS:ADN:PASS_OnSubmit_109_SubmitRequest_SetFlag
SRS:ADN:PASS_OnWindowOpenSetFields_011
SRS:ADN:PASS_SaveAsDraft_110_SubmitRequest_Draft
You must now register the form.
Registering advanced interface forms

This section describes how to register your advanced interface forms.
NOTE
The advanced interface forms are installed with localized views for English,
Japanese, French, Italian, German, Spanish, and Simplified Chinese.
To register advanced interface forms

1 Open the Application Administration Console.
2 Select the Custom Configuration tab.
3 Choose Service Request Management > Advanced > Configure Advanced
Interface form data, and then click Open.

The Configure Advanced Interface Information form appears.
By default, SRM includes entries for the three advanced interface forms shipped
with the application. You must create new entries for any copies of the advanced
interface forms you create.
Appendix A
345
Figure A-3: Registering an advanced interface form
4 Specify a company.
5 Enter a template name, for example, Advanced Interface Questions.
This name will appear in the Advanced Interface field on the Service Request
Definition form.
6 Enter the form name and location as it appears on the AR System server.
For example, if you are creating your own advanced interface form, you might
enter SRS:MyAdvancedInterface_Questions.
7 Specify the server.
8 Specify its status, either Active (enabled) or Inactive (disabled).
9 Click Save.
Service Catalog Managers can now choose this advanced interface template from
the Custom Template field when they are creating SRDs.
Configuring type fields in the Work Order

Template form (Optional)
IMPORTANT
You configure the Type Fields exclusively for use with advanced interface forms.
346
Configuring type fields in the Work Order Template form (Optional)
The Mapped tab on the advanced interface form contains fields whose values are
automatically mapped to the work order fields on the Type Fields tab. As a way to
transfer the questions posed to the end user with those fields to the work order,
you can set the Field Label values on the Type Fields tab of the Work Order
Template form to the questions posed to the user.
For detailed information on creating work order templates, see the BMC Service
To configure type fields

1 From the Application Administration Console, click the Custom Configuration
tab.
2 From the Application Settings list, choose Service Request Management > Work
Order > Work Order Template, and then click Open.

The Work Order Template form appears.
3 Click the Type Fields tab.
Figure A-4: Work Order Template formType Fields tab
4 Enter field labels (questions posed to the end user) as they should appear on the
work order.
For example, the label for the SR Type Field 1 field on your advanced interface
form, should be entered into the first Field Labels field.
5 For optional questions posed to the end user, enter any default field values that
you want to appear on the work order next to the corresponding field labels when
the end user does not provide a response.
6 Click Save.
7 Register this template for use with an AOT.
8 Create a PDT using this AOT.
These fields will be visible when the end user selects the SRD in the Request Entry
Console.
Appendix A
347
Creating SRDs with advanced interface forms

After you create the advanced interface, then you attach it to the SRD.
To use the advanced interface form when creating an SRD

1 Log in to your server as a Service Catalog Manager.
3 Create an SRD.
4 On the Service Request Definition form, select the
SRS:MyAdvancedInterface_Questions item on the Advanced Interface Form
menu.
Figure A-5: Selecting the advanced interface form when creating an SRD
This field provides a menu of the entries found in the Configure Advanced
Interface Info form.
If an advanced interface template is specified and the SRD is used for creating a
request, the advanced interface form opens from the Request Entry console. This
is used instead of the Provide Information page.
5 Attach your PDT (containing the work order application template and AOT) to the
SRD.
6 Enter the remaining information into the SRD, and then save your changes.
For more information, see Working with SRDs on page 113.

348
Mapping fulfillment application fields to the service request fields (optional)
Mapping fulfillment application fields to the

service request fields (optional)
If your AOT had target data added to it, you can also map fulfillment application
fields to the Service Request Fields used on the advanced interface form.
To map fulfillment application fields

2 Set the SRD to Offline.
3 Press the Mapping button.
The Question Selection and Fulfillment Application Field Mapping dialog box
appears. You can choose questions from the menu list of target data items to ask
your users.
NOTE
The Mapping button is enabled if there is application target data to map with the
PDT selected.
4 Select a fulfillment application field from the list.
5 Under Fulfillment Mapping Details, select Map Target To > Service Request Fields.
The Service Request fields from the advanced interface form are the SR Type Field
1 through SR Type Field 47 fields. The SR Type Field 1 through SR Type
Field 9 fields are the fields that appear on the Mapped tab of the
SRS:AdvancedInterface_WithBackendMapping form. The SR Type Field 10
through SR Type Field 47 fields appear on the Mapped 10-27 and Mapped 28-47
tabs on the SRS:AdvancedInterface_WithBackendMapping form.
6 Select the appropriate field from the Selected Field menu.
Appendix A
349
Figure A-6: Mapping target data to service request fields (for use with advanced
interface forms)
7 Click Add.
box.
Requesting a service with an advanced

interface form
The following section describes how to use the advanced interface form with your
SRD.
To use advanced interface forms in your SRD

1 Open the Request Entry Console, and then search for the service which represents
the SRD.
2 Select the service.
350
Requesting a service with an advanced interface form
In the Provide Information stage, your interactive interface form appears.

Figure A-7: With Backend Mapping form as it appears in the Request Entry Console
This form includes generic service request fields, such as Requester, Summary,
Notes, and so on, that are pushed to the Service Request (SRM:Request) form. In
addition, this form includes the following tabs:
Your FieldsDisplays to the end user the questions that are specific to the
service request.
MappedContains fields that map to the service request and are automatically
mapped to the Type Fields on a work order. Your label changes should appear
to the end user.
The Mapped 10-27 and Mapped 28-47 tabs contain fields that map to the service
request. These tabs should be hidden to the end user.
3 Enter the required data on the advanced interface form and then click the Submit
Request button.
This action creates a service request using the advanced interface form. The
advanced interface field values are stored on the advanced interface form and the
mapped fields are stored on the Service Requests form, making them available for
mapping to the fulfillment application fields.
Appendix A
351
After the service request has been created, the submitted advanced interface form
details can be viewed using the More Details button on the Request Details dialog.
The Request Details dialog displays the details of a service request and can be
viewed by fulfillment process owners and service coordinators. For example, from
a work order, the Request Details dialog can be launched using the View Service
Request link.
4 Click the More Details button on the service request.
The advanced interface form details are displayed.

Figure A-8: Request Details (with backend mapping) on service request
352
Glossary
This glossary contains terms for SRM.
For a list of AR System terms, see the glossary in the
BMC Remedy Action Request System 7.0 Concepts
guide.
For a list of BMC Atrium CMDB terms, see the
glossary in BMC Atrium CMDB 2.0 Concepts and Best
Practices Guide.
For a list of BMC Remedy IT Service Management
terms, see the glossary in the BMC Remedy BMC
Remedy IT Service Management 7.0 Configuration
Guide.
access permission
See permission group.

Administration console
See Application Administration Console.

administrator
See application administrator.

AOI
See application object instance (AOI).

AOT
See application object template (AOT).

Application Administration Console
The main interface for configuring the SRM

application. The console works like a control
panel from which administrators can perform
common configuration activities and activities
specific to different SRM application and
subsystems.
application administrator
An individual responsible for the

management of the SRM application,
including setting up forms, setting access
rights for end users, and creating
configurations.
application object instance (AOI)
Instantiation of an AOT during its execution

phase.
application object template (AOT)
Interface to a back-end application that is

needed to fulfill a service request.
approval
A process that generates electronic signature

lines for items that require approval, and
tracks who has approved or rejected a given
request.
assignee
The person assigned the responsibility of

working on any of the following activities:
service request, change request, incident
ticket, problem investigation, known error,
solution database entry, and so on.
assignment
Automatically or manually assigning a group

or individual the responsibility of resolving
an issue or request. The SRM application uses
the Assignment form for group automatic
assignment and the Assignment Engine for
individual automatic assignment.
BMC Atrium Configuration Management Database
(CMDB)
An infrastructure built on AR System and

used to build data models and define datasets.
Glossary
353
broadcast message
An application feature that enables users to

create messages that can be viewed by the
entire organization or by users in specific
groups.
BSM
See business service management (BSM).

business service management (BSM)
A flexible, comprehensive management

approach that links IT resources and business
objectives. BSM makes sure that everything IT
does is prioritized according to business
impact, and enables IT organizations to
proactively address business requirements.
change management
As a concept, the process of planning,

scheduling, implementing, and tracking
changes to the IT infrastructure, or any other
aspect of service, in a controlled manner. By
using change management, you can
implement approved changes with minimal
disruption to the business environment.
change request
The controlled process for the addition,

modification, or removal of approved,
supported, or baselined hardware, networks,
software, applications, environments, or
systems. A change request can involve
multiple change activities.
CI
See configuration item (CI).

CMDB
See BMC Atrium Configuration Management

Database (CMDB).
Company field
A field that controls multi-tenancy. It shows

only data for the companies for which you
have permission. See also multi-tenancy.
compliance service target
A target (such as 99 percent) that tracks the

performance of the agreement to see the
percentage of time the agreement was met
over specific time periods.
354
configuration item (CI)
An infrastructure component or an item

associated with the infrastructure that is (or
will be) under the control of configuration
management, for example, a Request for
Change. A CI can be complex or simple, large
or small. CIs can include entire systems or be
a single module or minor component. CIs can
also include records of people (users and
customers) and locations.
Configuration Management Database
See BMC Atrium Configuration Management

Database (CMDB).
customer
General recipient of an IT service, usually

management, that has responsibility for the
cost of the service, directly through charging
or indirectly through demonstrated need.
dataset
A logical group of data. A dataset can

represent data from a particular source, a
snapshot from a particular date, and so on.
The dataset used by BMC products for
reconciled production data is named BMC
Asset.
entitlement
Process that lets administrators define which

users and groups of users can access SRDs.
escalation
A workflow component that searches at

specified times or at regular intervals for
requests matching a specified condition, and
performs specified operations on all matching
requests. Escalations are generally used to
find records that have exceeded specified
business rules or processes, and take
appropriate action. They run on the
AR System server.
flashboard
A real-time visual monitoring tool that shows

you the state of your service operations, warns
you about potential problems, and collects
and shows trend data.
Glossary
form
A collection of fields that represents a record

of information in the AR System. AR System
administrators can define and change the
fields and workflow associated with a form.
An AR System application can include many
forms.
functional role
A defined role used for notifications and to

extend access granted by permission groups.
global
A setting that applies changes or defines

certain parameters for all companies in a
multi-tenancy environment. See also multitenancy.
goal
Measurement method that allows you to track

the time taken to resolve an issue or track how
often an asset or service was available. Goals
are used to determine whether service targets
are met.
guest user
Users who have not been configured with

login information in the People form. Guest
users can create requests from generic services
they are entitled to use, for example, global
SRDs.
incident
Any event that is not part of the standard

operation of a service and that causes an
interruption to or reduction in the quality of
that service. See also incident management.
incident management
As a concept, a reactive process typically

initiated in response to a customers call. The
primary goal of the incident management
process is to restore normal service operation
as quickly as possible and with minimum
disruption to the business.
Information Technology Infrastructure Library (ITIL)
A set of guidelines for the management and

provision of operational IT services.
instance
A record in SRM. An instance is an object of a

particular class.
instantiation
Process of creating an object from a template

during its execution phase.
ITIL
See Information Technology Infrastructure

Library (ITIL).
measurement
The metric by which supervisors measure the

ability of the support staff to meet their
agreements.
milestone
A point in time that triggers a set of actions as

you progress toward an agreement
compliance target or service target goal. The
triggered actions are to make sure your goals
are being met.
multi-tenancy
A feature that uses the Company field to limit

access by individuals. The Company field can
be used to represent a company, department,
or other group. The Company field also can be
used to control access in a hosted
environment. By default, the application
operates in multi-tenancy mode. See also
single-tenancy.
navigation pane
An area on the left side of consoles that

provides links to functionality and links to
other programs.
notification
A message sent to a user by workflow.

Notification can be in the form of an alert,
email message, or other method using
integrations.
operational catalog
A feature in which operational categories for

service requests are defined.
operational categorization
A three-tier hierarchical representation of

operations as defined in the Operational
Catalog configuration form. This
categorization is included in records to specify
the range of operations to which a record
applies.
Glossary
355
operator
One of a number of functions that enable you

to define advanced searches or build
qualifications.
Overview Console
A central console for the ITSM application.

The console works like a control panel from
which users can access all assigned work and
perform their primary activities.
PDI
See process definition instance (PDI).

PDT
See process definition template (PDT).

performance-level service target
A service target that compares a service level

to the goals defined in the service target to
determine whether the goal is met. Allows
you to monitor whether a critical application
that you are using has responded within the
time period specified in the goals. See also
goal.
performance-monitoring service target
A service target that compares a goal to a

defined threshold to determine if the goal is
met. For example, it allows you to monitor
whether a critical application that you are
using responds within 4 seconds or if the
application meets other criteria such as being
in a state of OK.
permission group
A feature of the SRM application that controls

what areas of the application a user can access.
Each permission group can access only certain
areas of the application. A user can belong to
more than one permission group.
process definition instance (PDI)
Instantiation of a PDT during its execution

phase.
process definition template (PDT)
Intermediate object that relates AOTs to SRDs.

A PDT consists of the underlying processes
that are needed to fulfill an SRD.
356
problem
The root cause of an incident or potential

incident. After a resolution or work-around is
identified, the problem becomes a solution
database entry or known error. See also
incident, solution database, and workaround.
problem management
As a concept, a process that identifies the

cause of problems and initiates actions that
help to improve or correct the situation,
preventing an incident from recurring or
occurring in the first place. The cause
identified by a problem investigation can be
documented in a known error or solution
database record. See also incident, solution
database, and problem.
product categorization
A five-tier hierarchical representation of

products as defined in the Product Catalog
configuration form. This categorization is
included in records to specify the range of
products to which the record applies.
registered user
A user who has an entry in the People form

with an AR System login ID.
reminder
A message similar to an AR System

notification, except that you can define the
content of a reminder and specify when to
send it.
request-based service target
A service target that measures how long a

process takes, such as the time to respond to or
resolve a service desk request, or the time to
respond to or resolve a change request.
requester
A person in the organization who needs

assistance from the IT support staff. A
requester is usually an employee in the
organization who needs to have a change
implemented or an incident resolved.
Glossary
Request Entry console
The front end in SRM for the Change

Management, Incident Management, Work
Orders, or other back-end applications. It
provides an easy, user-friendly interface that
allows users to quickly submit requests for
change or incidents to the back-end
applications that are registered out-of-the-box
to work with SRM, and to view their
submitted requests.
role
A set of responsibilities, activities, and

authorizations, usually within the context of a
single application or a business system.
Note: Access to the application is based on
user roles. Depending on your role in the
organizationrequester, support,
managementyou work with a different
application (or view) on your desktop.
service catalog
A list of IT services, default levels, and

options.
service level agreement (SLA)
An agreement between a service provider and

its customers or lines of business that formally
documents the needs of the customer and
makes sure the correct level of service is
received from the service provider.
service level management (SLM)
As a concept, the continuous and proactive

process of defining, agreeing, monitoring,
reporting, and reviewing the performance of
IT services to make sure that adequate levels
of service are delivered in alignment with
business needs and at acceptable cost.
service request
A request for service to the IT organization.

Service requests can be requests for change or
requests to resolve incidents that impact the
user. Also, the instantiation of an SRD during
its execution phase.
Service Request console
See Request Entry console.

service request definition (SRD)
service request management (SRM)
As a concept, the process of managing IT

services to meet the customers requirements.
As a function, SRM makes sure that IT
services are aligned to the needs of customers
and users. As a process, SRM aims to make
sure the timely acceptance, documentation,
handling, and close-out of service requests.
service target
The individual level of service to achieve. A

service target includes terms and conditions,
goals, costs, and milestones. Examples of
service target goals include incident
resolution time of 30 minutes, application
response time of 4 seconds, and an application
being in a state of OK. See also performancemonitoring service target, request-based service
target, and compliance service target.
set field
An advanced action that allows you to pull

information from other forms to set in the
form for which you are creating the
agreement.
single-tenancy
A feature that allows selection of a default

company for company fields. Single-tenancy
mode is required to give unknown users
access to the Request Entry Console. See also
multi-tenancy.
SLM
See service level management (SLM).

solution database
A repository that stores reusable solutions to

customer product problems in an easy-toretrieve format.
solution entry
A reusable solution to a customer product

problem. This is stored in the solution
database.
SRD
See service request definition (SRD).

submitter
A person who reports a problem, makes a

request, or enters information into a database.
Service offering available to users through the

service catalog.
Glossary
357
submitter group
One of several special access control groups

that AR System provides. Users automatically
belong to this implicit group for requests they
have submitted. See also assignee.
task
A unit of work that needs to be completed as

a step in implementing an incident or problem
investigation. In Change Management,
Incident Management, or Work Orders, you
can also group a number of activities for
requests with a number of actions that need to
be completed before the request can be
resolved. Your administrator creates task
templates and task group templates that you
can reuse for the same types of requests. Tasks
can be manual or automatic.
task management system (TMS)
A sub-system that is used to create task

templates and task group templates. Besides
the ability to set up predecessor-successor
relationships, TMS supports branching and
multiple task paths as well as the data
exchange between activities.
template
1. A set of predefined criteria or settings that

can be used by many agreements or service
targets. See also service level agreement (SLA).
2. A form set up by an administrator that a
user can select to complete an incident ticket,
a change request, or a work order with
information consistent with the users support
group and the type of incident, change
request, or work order.
time-based service target
A service target that measures the time taken,

for example, to resolve an incident from the
time the incident was reported to the time it
was resolved. Any time that falls within the
"Exclude when" qualification is ignored and
not measured.
TMS
See task management system (TMS).
358
user
Specific person who receives the IT services

on a day-to-day basis. Also known as the end
user.
wildcard
A character that users can type to represent

other characters in a search. For example, in
search statements in character fields, users can
specify wildcards to match single characters,
strings, or characters within a range or set.
workaround
A temporary resolution to an incident,

problem, or known error.
workflow
The automated set of business processes used

to run a company.
work info
A record describing work performed.

work order
System which provides basic functionality for

assignment, status, work information, and
task management in SRM.
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
Access Restrictions dialog box 58
accessing
applications from
Overview Console 28
Service Catalog Manager Console 82, 87
Service Request Definition form 120
Work Order Console 185
Work Order form 204
CMDB Console 252
guest users 65
Overview Console 24
Service Request Management main console 22
actions, quick in Overview Console 30
activity log entries, viewing 291
ad hoc tasks, relating to work orders 223
Add Approvers dialog box 162
Add Attachment dialog box 38
adding work information to service requests 271
administrators
defining application 55
SRM 19
advanced configuration
browse for service details, localizing 302
localizing AOTs 298
navigational categories, localizing 300
advanced interface forms
BMC Remedy Administrator, using to create 339
configuring 316
localizing 316
overview 338
registering 345
service request fields, mapping to 349
shipped with 2.1.00 339
SRDs, adding to 129
SRDs, creating with 348
using 337, 350
work order type fields, configuring 346
workflow shipped with 350
Advanced Qualification Builder dialog box 47, 188
AOTs. See application object templates

Application Administration Console
defining application administrators 55
application administrators, defining 55
Application Instance dialog box 273
application object templates
definition 96
localization 305
process definition templates and 99
relationship of SRD to PDTs and AOTs 98
rolling up target data to PDT and SRD 135
application settings, configuring for SRM 63
applications
accessing from
Overview Console 28
Work Order form 204
preferences, setting 34
Approval Console 165
Approvals tab 161
Approvers tab 164
approving
service requests 280
SRDs 160
Assigned Tasks table 186
Assigned Work Orders table 186
Assigned Work table
about 25
filtering requests 28
refreshing data 27
Assignment tab 216, 230, 237, 239, 246
assignments
accepting tasks 238
creating work orders 230
notification of groups 232
notification of individuals 232
receiving tasks 238
tasks 236
work orders 231
audience for this guide 11
Index
359
audit log
viewing SRD 118
viewing work order 207
Authoring Group dialog box 38
Authoring Groups tab 38
auto-filling fields 31
B
back-end applications
entry, cannot create from service request 278
fulfillment provider role 283
pushing service request data to 141
truncate warning 278
back-office service fulfillment providers 16
BMC Remedy Alert 232, 238
BMC Remedy User
opening Overview Console 25
opening Request Entry console 80, 183, 254
opening SRM main console 23
BMC Service Request Management. See Service
Request Management
BMC Software, contacting 2
Broadcast Details tab 37
broadcast messages
about 27, 35
creating 36, 39
modifying 39
preferences 35
viewing 39
Work Order Console and 196
Broadcast Preferences tab 35
browsers
opening Overview Console in 24
opening Request Entry console in 80, 183, 254
opening SRM console in 22
Business Manager Console, user help localized 51
business managers 21
Business Objects Report Preview dialog box 30
business relationship managers 19
Business Service form 149
business services, adding to SRDs 146
C
CAI Event History dialog box 274
canceling tasks 247
catalog, service request 16
Change Management Console 288
change requests
service requests, fulfilling 288
viewing associated service requests 293
360
CI Relationships Search form 147

CIs. See configuration items
Classification tab 217
classifying work orders 217
closing tasks 247
CMDB Console, opening 252
Company and Console View
Overview Console 28
Service Catalog Manager Console 89
Service Request Coordinator Console 260
components, Service Request Management 18
concatenating and truncating target data answers to
questions 138
configuration
defining SRM Administrator 55
localizing advanced interface forms 316
mid tier and multi-tenancy settings, defining 63
mid tier to view DVF fields, defining 66
quick start 53
SRM support staff, defining 61
unknown users access to SRM, allowing 65
work orders 178
configuration items
relating to SRDs 147
removing from SRDs 149
viewing SRD-related 148
consoles
Approval 165
Change Management 288
CMDB 252
Entitlement 156
Incident Management 289
Overview 24
Report 40
Service Catalog Manager 81, 86
Service Request Coordinator 255
Work Order 180
Create Business Process 148
Create New Action dialog box 169
Create New Milestone dialog box 168
Create Reminder tab 199
creating
broadcast messages 36, 39
people qualifications for entitlements 156
qualifications for reports 45
quick launch SRDs 123
reminders 198
requests 26
service request definitions 120
service requests for other users 266
creating (continued)
service targets for SRDs 166
type fields 233
work order assignments 230
work order task groups 220
work order tasks 220
work orders 216
customer information, SRD 128
customer support 3
D
data
refreshing in Assigned Work table 27
table
about 48
printing 48
sorting 48
updating 48
viewing 48
dates
resetting expired SRD 173
setting start and end for tasks 236
Dates tab 236
Define Report Qualification area 46
defining
application administrators 55
definition phase of SRDs 94
Definition tab 126
deleting reminders 201
deploying
default SRDs 68
service request definitions 113, 172
Details and Process Info region 91
Details tab 84, 90, 210
dialog boxes
Access Restrictions 58
Add Approvers 162
Add Attachment 38
Advanced Qualification Builder 47, 188
Application Instance 273
Authoring Group 38
Business Objects Report Preview 30
CAI Event History 274
Create Action Template 169
Create Milestone Template 168
Customer 128
Email System 206
Entitlement Rule 154
My Group Selection 184, 244
New/Modify Broadcasts 36, 39
Options 40
dialog boxes (continued)

People Search 192
Permission Group 56
Print 48, 49
Question Selection and Data Target
Mapping 133, 135, 141, 143, 144, 311, 312, 349
Reminder Details 200
Reminders 199, 200, 201
Report Selection 106
Request Details 210, 291, 293, 295
Request Notifications Configuration 118
Saved Qualifications 45
Searching for Service Targets 171
Select Request Type 26
Select Status Values 29
Select Template 227
Service Request Definition 130, 132
Show/Hide Options 115, 116
Task Effort Log 240
View Audit Log 119
View Broadcasts 39, 203
Work Order Available Templates 208
documentation, SRM product 12
E
editing profiles 29
effort log 240
Email System dialog box 206
email, sending from Work Order form 206
end dates, setting for tasks 236
end users, public 20
Entitlement Rule dialog box 154, 156
entitlements
modifying rules 155
people qualifications and 156
SRDs and 153
Entitlements tab 154
execution phase of SRDs 94
expired SRDs, resetting dates 173
exporting
history 334
PDTs 326
PDTs and SRDs 323
records 30
SRD support data 324
SRDs 326
Index
361
fields
auto-filling 31
configuring visible in SRDs 116
creating type 233
filters, search criteria
financial information in tasks, adding to 242
flow, viewing task 222
forms
CI Relationships Search 147
Home Page 23
People 56, 193
People Qualification Definition 156
Process Definition Template 104, 105, 111
Report 106
Report Creator 106
Report Selection 106
Search for Surveys 151, 313
Service Request Definition 85, 92
SRM Application Settings 63
Task 194
Update Support Group Memberships and
Roles 59
Work Order 201
Work Order Template 347
fulfilling
work orders 248
fulfillment providers 21, 283
Functional Role Update tab 60
functions
Overview Console 28
Work Order form 204
Work Order Template 208
Functions tab 114, 204
Help, Overview Console 30

Home Page form 23
G
getting started
creating PDTs and SRDs 78
SRM, using 53
group notifications of work order assignments 232
guest users
access to SRM 65
no record in People form 61
single-tenancy 64
362
I
importing
history 334
PDTs 330
PDTs and SRDs 323
SRDs 330
Incident Management Console 289
incidents
service requests, fulfilling 289
individual notifications of work order
assignments 232
instantiation 95
internationalization of SRM 51
introduction to SRM (quick start) 53
K
keyboard shortcuts 49
L
licenses
AR Submitter locked mode must be enabled 65
SRM application administrator needs AR System
write license 55
life cycles
service request 264
SRD 112
localization
advanced interface forms 316
advanced interface forms, configuring 316
AOTs 305
browse for service details 302
dynamically creating questions 312
fallback mechanism for DVFs and Quick
Picks 299
languages 51
levels 304
locale fallback mechanism 298
navigational categories 300
overview 52, 298
PDTs 308
process, finishing 318
questions to use with SRDs 306
localization (continued)
SRDs 309
SRM 51
SRM objects 299
surveys 313
troubleshooting problems 320
user help 51
utility, using 321
logs
effort 240
task effort
about 240
deleting 241
updating time 241
viewing
SRD audit 118
work order audit 207
M
mapping target details in SRDs 137
messages
broadcast 27, 35
sending from Work Order form 204
modifying
broadcast messages 39
people qualifications for entitlements 156
reminders 200
tasks 245
work order tasks 234
work orders 218
multi-tenancy and guest users 64
My Group Selection dialog box 184, 244
N
New/Modify Broadcasts dialog box 36, 39
Notification Audit tab 119, 207
notifications
group work order assignment 232
individual work order assignment 232
managing SR 117
receiving 32
receiving task assignment 238
receiving work order by BMC Remedy Alert 232
sending 32
service requests, by roles 32
triggering with state changes 32
viewing SRD trail 118
work order assignment 231
notifications (continued)
work orders, by groups 33
work orders, by roles 33
Notifications tab 205
O
offline SRDs 172
online SRDs 172, 173
opening
applications from
Overview Console 28
Work Order form 204
Business Manager Console 338
CMDB Console 252
Home Page form 23
Overview Console 24
Service Request Management consoles 22
Options dialog box 40
Overview Console
about 24
accessing applications from 28
Assigned Work table 25
Company and Console View 28
functions 28
Help 30
opening 24
preferences 34
profiles
editing 29
viewing 29
quick actions 30
records
exporting 30
printing 30
refreshing status 30
viewing 30
requests
creating 26
filtering 28
filtering by status 29
searching for 27
viewing 26
selecting status values 29
Index
363
P
paging from Work order form 204
peer tasks 229
People form 193
creating support staff records 56
guest users, no record for 61
records, creating from Standard Configuration
tab 61
People Qualification Definition form 156
People Search dialog box 192
Permission Group dialog box 56
permissions of work orders 178
phases of SRDs 94
predefined
SRM reports 40
task groups 225
task templates 225
preferences
setting application 34
setting broadcast 35
prefixes, request 25
Print dialog box 48, 49
printing
records 30
reports 40
table data 48
Process Definition Template form 104, 105, 111
process definition templates
adding to SRDs 130, 132
definition phase 99
execution phase 99
exporting 323
importing 323
localizing 308
quick launch, creating 109
quick start 78
request frequency 104, 111
rolling up target data from AOT to SRD 135
sample PDT 95
standard, creating 100
visual process editor, using 107
visual process editor, using with SRDs 131
work information and 105
Process View, Service Catalog Manager Console 96
product support 3
364
profiles
editing 29
viewing 29
proof of concept in SRM 53
public end users 20
pushing service request data to back-end
applications 141
Q
qualifications
advanced 47
creating for report generation 45
entitlements and 156
generating reports with saved 45
report 44
Question Selection and Data Target Mapping dialog
box 135, 141, 143, 144, 311, 312, 349
questions
associating with SRDs 133
dynamically creating 312
localizing, to use with SRDs 306
new, creating 144, 311
Question Selection and Data Target Mapping
dialog box 133
remapping to in localization 311
rolling up target data at AOT level 135
target data 133, 134
quick actions, Overview Console 30
quick launch
PDT, creating 109
SRDs, creating 123
Quick Links tab 203
quick start
configuring and using SRM 53
creating PDTs and SRDs 78
overview 54
R
reassigning
tasks 246
work orders 232
receiving notifications 32
records
exporting 30
printing 30
refreshing status 30
requester 31
viewing 30
refreshing data in Assigned Work table 27
Reminder Details dialog box 200
reminders
about 198
creating 198
deleting 201
modifying 200
viewing 200
Reminders dialog box 199, 200, 201
Report Console 40
Report Creator form 106
Report form 106
Report Selection dialog box 106
Report Selection form 106
reports
generating SRM 39
generating with qualifications 44
predefined SRM 40, 41
printing 40
setting options 40
standard 43
viewing 40
Request Customer Information dialog box 128
Request Definition tab 98
Request Details dialog box 210, 291, 293, 295
Request Entry console
services, requesting 71
user help localized 51
viewing
service request work information 291
request frequency of PDTs 104, 111
request management, SRM 18
Request Notifications Configuration dialog box 118
Requester Console summary records converted to
SRDs 79
requester records 31
Requester tab (work orders) 217
requests
creating 26
filtering in Assigned Work table 28
prefixes 25
searching for 27
viewing 26
roles
business manager 21
business relationship manager 19
fulfillment provider 21
public end user 20
service catalog manager 19, 81, 86
service request coordinator 21
SRM administrator 19
SRM user 18
work order manager 20
work orders 178
rules, modifying entitlement 155
S
Saved Qualifications dialog box 45
search criteria filters
Search for Surveys form 151, 313
Search Results table
searching for
open tasks assigned to you 243
open tasks assigned to your group 244
requests 27
service request definitions 83, 88
tasks 195
users in the Work Order form 191
work orders
about 187
all 189
assigned to groups 189
assigned to you 187
open assigned to you 189
open assigned to your group 189
using advanced search function 188
Searching for Service Targets dialog box 171
Select Request Type dialog box 26
Select Status Values dialog box 29
Select Template dialog box 227
sending notifications 32
sequence numbers, assigning in work orders 229
service catalog
about 16
managing 81, 86
Service Catalog Manager Console and 81, 86
SRM 18
Service Catalog Management tab (preferences) 93
Service Catalog Manager Console
about 81, 86
approving SRDs 164
opening 80
preferences 92
Process View 96
search criteria filter 83, 89
Search Results table 84, 90
service catalog managers
about 19, 77, 81, 86
approving SRDs 164
managing SRDs 113
service fulfillment providers, back-office 16
Service Levels tab 170
Index
365
Service Request Coordinator Console
about 255
opening 254
preferences 261
search criteria 259
search criteria filter 260
Search Results table 261
service requests and 263
service request coordinators
about 21, 253
activities 255
Service Request Definition dialog box 130, 132
Service Request Definition form 85, 92
service request definitions
about 16
adding
advanced interface forms 129
business services 146
process templates 130
quick launch process templates 132
surveys 151, 313
work information 158
advanced interface forms, creating with 348
approvals
about 160
defining 160
submitting 163
viewing 163
approving 164
associating questions 133
configuration items
relating 147
removing 149
viewing related 148
configuring visible fields 116
creating 120
customer information 128
default, deploying 68
defining service targets 166
definition phase 94, 95
deploying 113, 172
draft status 121, 123
dynamically creating questions 312
entitlements
about 153
modifying rules 155
execution phase 94, 96
exporting 323
importing 323
information, optional 125
information, required 120
366
service request definitions (continued)

instantiating 95
life cycle 112
localization utility, using 321
localizing 309
localizing questions 306
managing 113
mapping target details 137
modifying 159
new questions, creating 144, 311
notifications 117
offline, taking 172
online 173
online, putting 172
phases 94
quick launch 123
quick start 78
remapping localized questions 311
resetting dates in expired 173
searching for 83, 88
standard, creating 120
status reasons 129
system SRDs shipped with SRM 174
targets, ignoring 143
targets, mapping questions to 133
targets, mapping service request fields to 141
viewing
audit log 118
information 91
notification trail 118
status 91
visual process editor, using 131
yellow stoplight 121, 123
Service Request Management
about 16
back-office service fulfillment providers 16
benefits 17
BMC Remedy User and 23
browsers and 22
business managers 21
business relationship managers 19
components 18
documentation 12
fulfillment providers 21
opening main console 22
predefined reports 41
public end users 20
reports 39
request management 18
service catalog 16, 18
service catalog managers 19, 81, 86
Service Request Management (continued)
service request coordinators 21
SRM administrators 19
system SRDs shipped out of the box 174
work order assignees 20
work order managers 20
Service Request tab 150
service requests
about 284
approving 280
attached to
change requests 293
incidents 294
creating 265
creating for other users 266
defining service targets 269
fields, mapping to data targets 141
fulfilling
about 288
with change requests 288
with incident requests 289
with work orders 290
life cycle 264
notifications by roles 32
reviewing important information 267
searching for 259
Service Request Coordinator Console and 255,
263
state transitions 264
status reasons 265
troubleshooting processes 272
viewing
activity log entries 291
related processes 272
service targets 268
SLM status 269
work order-associated 210
work information
adding 271
viewing 268
Service Target Wizard 167
service targets
advanced 170
associating existing with SRDs 170
creating for SRDs 166
defining service request 269
viewing service request 268
Service Targets tab 169
Service Targets table 268
services
adding business to SRDs 146
services, requesting in Request Entry Console 71

shortcuts, keyboard 49
Show Reminders tab 200
Show/Hide Options dialog box 115, 116
single-tenancy and guest users 64
SLM status, viewing service request 269
SLM tab 166
sorting table data 48
SRDs. See service request definitions
SRM administrators 19
SRM Application Settings form 63
SRM application settings, configuring 63
SRM. See Service Request Management
standard PDT, creating 100
standard reports, generating 43
start dates, setting for tasks 236
states
triggering notifications when changed 32
states and status
refreshing records in Overview Console 30
relation of back-end application states to SR
states 285
relation of SR states to back-end application
states 284
selecting values 29
service request reasons 265
service request state transitions 264
SR state transitions 264
SRD reasons 129
viewing
service request definition 91
service request SLM 269
Step 1 tab of Service Target Wizard 167
Step 2 tab of Service Target Wizard 167
stoplight, yellow SRD 121, 123
Support Groups tab 187
support, customer 3
surveys
adding to SRDs 151, 313
AR Submitter locked mode must be enabled 65
localizing 313
system SRDs shipped with SRM 174
Index
367
T
tables
Assigned Tasks 186
Assigned Work 25
Assigned Work Orders 186
data
about 48
printing 48
sorting 48
updating 48
viewing 48
Search Results 84, 90, 261
Service Targets 268
tabs 93
Approvals 161
Approvers 164
Assignment 216, 230, 237, 239, 246
Authoring Groups 38
Broadcast Details 37
Broadcast Preferences 35
Classification 217
Create Reminder 199
Dates 236
Definition 126
Details 84, 90, 210
Entitlements 154
Functions 114, 204
Notification Audit 119, 207
Notifications 205
Quick Links 203
Request Definition 98
Requester 217
Service Levels 170
Service Request 150
Service Targets 169
Show Reminders 200
SLM 166
Step 1 167
Support Groups 187
Tasks 194, 220, 221, 227, 229, 234, 235
Type Fields 233
Usage 104, 111
Work Info 105, 158, 210, 218, 235, 294, 296
Work Order Management 34, 196
targets
concatenating and truncating answers to
questions 138
creating for SRDs 166
defining service request 269
ignoring 143
mapping target data in SRDs 137
368
targets (continued)
questions, mapping to 133
service request fields, mapping to 141
service request fields, mapping to fulfillment
application fields 349
viewing service request 268
Task Effort Log dialog box 240
task effort logs
about 240
deleting 241
updating time 241
Task Flow Viewer 222
Task form 194
task groups
creating work order 220
relating predefined to work orders 225
sequence number in work orders 229
viewing work order-related 221
tasks
accepting assignments 237, 238
adding work information 234
assigning 236
canceling 247
closing 247
creating work order 220
financial information, adding to 242
managing work order 234
modifying 245
modifying work order 234
peer 229
reassigning 246
receiving assignment notifications 238
relating ad hoc to work orders 223
searching for 195
searching for group open 244
searching for your open 243
sequence numbers in work orders 229
setting start and end dates 236
tracking time 237, 240
viewing flow 222
viewing work order-related 221
viewing yours 194
work orders, searching 243
Tasks tab 194, 220, 221, 227, 229, 234, 235
technical support 3
templates
adding custom to SRDs 129
adding process to SRDs 130, 132
application object 99
relating predefined task to work orders 225
selecting work order 208
time, tracking task 237, 240
troubleshooting
localization problems 320
tips 277
truncate warning 278
truncated data from service request in work orders,
viewing 249
truncating and concatenating target data answers to
questions 138
type fields
configuring 346
defining 233
U
Update Support Group Memberships and Roles
form 59
updating table data 48
URL, main console 22
Usage tab 104, 111
users
public end 20
SRM roles 18
V
values, selecting status 29
View Audit Log dialog box 119
View Broadcasts dialog box 39, 203
viewing
CIs related to SRDs 148
processes related to service requests 272
profiles 29
records in Overview Console 30
reminders 200
reports 40
requests 26
service request definitions 85, 91, 92
service requests
associated with work orders 210
service targets 268
SLM status 269
work information 268
SRD approval process 163
SRD audit log 118
SRD notification trail 118
table data 48
task flow 222
task groups related to work orders 221
viewing (continued)
tasks assigned to you 194
tasks related to work orders 221
work information
staff member 291
work order audit log 207
work order progress 251
work orders 184
visible fields, configuring in Request Entry
console 116
visual process editor
using to view AOTs and PDTs 107
viewing process template attached to SRD 131
W
windows
BMC Remedy Alert 232, 238
Business Service 149
wizard, Service Target 167
Work Info History area 105
Work Info tab 105, 158, 210, 218, 235, 294, 296
work information
adding to PDTs 105
adding to SRDs 158
adding to tasks 234
service request
adding 271
viewing 268
work orders, viewing or modifying in 218
work order assignees 20, 179
Work Order Available Templates dialog box 208
Work Order Console
about 180
Assigned Tasks table 186
Assigned Work Orders table 186
functions 185
opening 183
opening applications from 185
preferences 196
Work Order form
all work orders, searching 189
functions 204
in search mode 191
opening applications from 204
paging from 204
quick links 203
searching for users in 191
sending email from 206
sending messages from 204
Index
369
Work Order form (continued)
using 201
work orders, searching using specific criteria 190
Work Order Management tab 34, 196
work order managers 20, 178
work order master permission
work order assignee 179
work order manager 178
Work Order Template form 347
Work Order Template function 208
work orders
ad hoc tasks and 223
additional details, entering 216
assigning 231
assigning sequence numbers 229
classifying 217
configuration 178
creating 216
creating assignments 230
creating task groups 220
creating tasks 220
defining type fields 233
fulfilling 248
life cycle 211
managing 201, 216
managing tasks 234
modifying tasks 234
monitoring 251
notification of assignments 231
notifications by groups 33
notifications by roles 33
permissions and roles 178
reassigning 232
relating predefined task groups 225
relating predefined task templates 225
Remedy Alert and 232
search criteria 193
searching for 187
all 189
all assigned to groups 189
all assigned to you 187
all assigned to your group 189
assigned tasks 243
open assigned to you 189
using advanced search function 188
using specific criteria 190
selecting templates 208
service requests and 290
tasks in progress 245
truncated data from service request, viewing 249
370
work orders (continued)

type fields, configuring 346
type fields, configuring for advanced interface
forms 346
viewing 184
viewing audit log 207
viewing or modifying work information 218
viewing progress 251
Y
yellow stoplight, SRDs and 121, 123
*89302*
*89302*
*89302*
*89302*
*89302*

BMC Service Request Management 2.2.00 Administrator&#39;s Guide

Загружено:

Сведения о документе

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

BMC Service Request Management 2.2.00 Administrator&#39;s Guide

Загружено:

Авторское право:

Доступные форматы

Service Request Management 2.2.

Contacting BMC Software

United States and Canada

BMC SOFTWARE INC

713 918 8800 or

(01) 713 918 8000

713 918 8000

Outside United States and Canada

(01) 713 918 8800

Copyright 2006-2008 BMC Software, Inc.

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

Operating system and environment information

Sequence of events leading to the problem

Commands and options that you used

License key and password information

E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,

Submit a new issue at http://www.bmc.com/support_home.

Type of SRM users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Introducing SRM and the support roles

What is Service Request Management? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring and using SRMQuick Start

Quick Start overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Service Catalog Manager role

Creating PDTs and SRDsQuick Start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Working with SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using the Work Order Management application

Work order permissions and roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using the Work Order form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Service Request Coordinator role

Opening the Service Request Coordinator Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Fulfillment Provider role

Working with service requestsRelation of service request states to back-end

Exporting and importing SRDs and PDTs

Exporting and importing SRD supporting data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating and using advanced interface forms

Advanced interface formsOverview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Type of SRM users

Application administrators who configure and administer the application.

BMC Service Request Management 2.2.00

BMC Service Request

Information about new features and

Print and PDF

BMC Service Request

Print and PDF

BMC Service Request

Procedures for configuring the BMC

Print and PDF

BMC Atrium CMDB 2.x

Hierarchical diagram of all classes in

BMC Atrium CMDB 2.x

Information about CMDB concepts and Executives and

BMC Atrium CMDB 2.x

Administrators and PDF

BMC Atrium CMDB 2.x

Information about installing and

Print and PDF

Print and PDF

BMC Atrium CMDB 2.x

Information about Java classes,

BMC Atrium CMDB 2.x

Combined index of all books.

Print and PDF

BMC Service Request Management 2.2.00 Administrator's Guide

BMC Service Request Management 2.2.00 Administrator's Guide