BMC Service Request Management 2.2.00 User's Guide

Service Request Management 2.2.
00
Users Guide
June 2008
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Contents
Preface
Type of SRM users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

New icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
SRM documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Chapter 1
Introducing SRM and the support roles
11
Understanding Service Request Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SRM benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Main components of SRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Request Management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Business Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SRM Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Catalog Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Business Relationship Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work Order Manager and Work Order Assignee . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Request Coordinator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Fulfillment Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
13
14
14
14
15
15
15
16
16
17
17
Chapter 2
19
Using the Request Entry Console
Using the Request Entry Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Request Entry Console functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Search stageSearching for a service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Browsing for services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Listing related services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Browsing the sub-categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Select stageChoosing a service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Review stageViewing service description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Provide Information stageEntering your requester data . . . . . . . . . . . . . . . . . . . . . .
Submit stageCreating a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cart Review stageUsing the cart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Request Entry Console to manage service requests . . . . . . . . . . . . . . . . . . .
Viewing service requests that need attention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding an entry to the activity log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing service requests in Draft mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing service requests closed from the last time you visited SRM . . . . . . . . . .
Viewing your open requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
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22
24
25
26
27
28
29
31
33
34
37
37
39
40
42
43
5
Reopening service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Viewing your favorite services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Viewing your open submitted service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Viewing service requests in your open cart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Viewing your service cart requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Quick Picks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Waiting for approval on service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Switching usersCreating requests on behalf of other users . . . . . . . . . . . . . . . . . . . . 61
Using broadcasts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Viewing broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Modifying a broadcast message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Providing feedback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Making suggestions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Filling out the service survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Setting Request Entry Console preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Chapter 3
Business Manager role
71
Opening the Business Manager Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Using the Business Manager Console to manage service requests . . . . . . . . . . . . . . . . 73
Search criteriaManaging service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Request Status Flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Viewing a list of service requests by status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Viewing request details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Adding work information to the service request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Reviewing the approval cycle of a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Generating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Setting report options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Generating standard reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Generating reports using qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Setting Business Manager Console preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Index
Users Guide
91
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:
Users who consume services from the service catalog and who initiate service
requests.
Business service managers and request catalog managers who set up the service
catalog and define the process for each catalog offering.
The following SRM users will also found this guide helpful.
Application administrators who configure and administer the application.

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.
NOTE
Localized documentation is available to users who make requests from the public
view of a service request. 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, see the BMC Service Request Management 2.2.00 Administrators Guide.
Preface
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 Service Request

Management 2.2.00
Administrators Guide
Procedures to administer the BMC

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.
Users Guide
Print and PDF
SRM documentation
Title
Document provides
Audience
Format
BMC Atrium CMDB 2.x

Installation and Configuration
Guide
Information about installing and

configuring BMC Atrium CMDB,
including permissions, class
definitions, reconciliation, and
federation.
Administrators
Print and PDF
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 7.0 Configuration Service Level Management application.
Guide
Print and PDF
Procedures for installing the BMC

Administrators
Service Level Management application.
Print and PDF
BMC Remedy 7.1.00 Approval

Server Guide for Users and
Administrators
BMC Remedy IT Service

Management 7.0 Configuration Remedy IT Service Management
applications.
Guide
BMC Service Level

Management 7.x Installation
Guide
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
10
Users Guide
Chapter
Introducing SRM and the

support roles
Service Request Management (SRM) supports the Service Desk function of the
Information Technology Infrastructure Library (ITIL). 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 manages 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:
Understanding Service Request Management (page 12)

Service Request Management user roles (page 14)
Chapter 1
11
Understanding 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 users request a service or report an incident to the service desk. Users select
IT services from a Service Catalog, which the Business Service Manager sets up.
You track service request fulfillment through the optional Service Level
Management application. In addition to service fulfillment through Change
Management or Incident Management, SRM offers support for any generic workorder process.
Figure 1-1: SRM Solution
SRM includes the following important components:
UserService request user requesting a business or IT service.

Service requestInstantiation of the SRD for a specific users requests, for
example, setting their password or answering a question about benefits.
Service catalogRepository and publication of available services.

Service request definitions (SRDs)Type of services offered, for example,
downloading software, communicated to users through the service catalog.
Back-office service fulfillment providerStaff doing the work to fulfill the

service request submitted by a 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.
12
Users Guide
Understanding 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 can expect when their 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 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, 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 lifecycle of the service request; for example, you can show 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 make
available more effective management of customer demand, your resources, and
business costs.
Chapter 1
13
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 IT users can select. Each of these SRDs can have
a Business Process defined and automated. Each SRD provides the
characteristics required to help the selection and execution of delivery for a
specified 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 defines the following types of users:
User requesting services from the catalog

Business Manager
SRM Administrator
Service Catalog Manager
Business Relationship Manager
Work Order Manager and Work Order Assignee
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.
User
A 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 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.
14
Users Guide
In addition, the IT organization in big companies can 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 users role and step-by-step procedures for
completing tasks, see Using the Request Entry Console on page 20.
Business Manager
The business manager is responsible for managing 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 Using the Business
Manager Console to manage service requests on page 73.
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
More
information
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.
For information about administering SRM, see the BMC Service Request
Management 2.2.00 Administrators Guide.
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 build and implement the
requests from the business, for example, that a certain request requires a certain
type of specific process.
Chapter 1
15
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 lifecycle as it
moves from draft to approval, and then finally to deployment.
For more information about the Service Catalog Managers role, see the BMC
Service Request Management 2.2.00 Administrators 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 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.
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 focus on the type of work order that is created. These
managers are usually outside typical IT groups. They are usually 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.
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Users Guide
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 the BMC Service Request Management 2.2.00 Administrators Guide.
Service Request Coordinator

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 requests are executed on time.

Reviewing approval status of requests.
Troubleshooting issues with request fulfillment.
For more information about the service request coordinators role, see the BMC
Service Request Management 2.2.00 Administrators Guide.
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 manage them
differently than they would any other tickets they are assigned to.
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 user.
For more information about the fulfillment providerss role, see the BMC Service
Request Management 2.2.00 Administrators Guide.
Chapter 1
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Users Guide
Chapter
Using the Request Entry

Console
The Request Entry Console serves as the front end for the service catalog. You can
use the user-friendly interface to search for available services, and then submit and
view your requests.

Using the Request Entry Console (page 20)

Request Entry Console functions (page 22)
Search stageSearching for a service (page 24)
Select stageChoosing a service (page 28)
Review stageViewing service description (page 29)
Provide Information stageEntering your requester data (page 31)
Submit stageCreating a service request (page 33)
Cart Review stageUsing the cart (page 34)
Using the Request Entry Console to manage service requests (page 37)
Quick Picks (page 58)
Waiting for approval on service requests (page 59)
Switching usersCreating requests on behalf of other users (page 61)
Using broadcasts (page 64)
Providing feedback (page 65)
Setting Request Entry Console preferences (page 69)
Chapter 2 Using the Request Entry Console
19

The Request Entry Console provides an easy-to-use web interface in which you can
perform keyword searches of the service catalog, enter requests on behalf of other
users, and view the status of your service requests. In addition, the Request Entry
Console provides quick links for common service requests.
The 2.2.00 version added a cart to the Request Entry Console that enables you to
shop for services. Similar to a shopping cart in your favorite e-commerce website,
you can add multiple service requests to the cart, and then submit them all in a
single operation.
Figure 2-1: Request Entry Console
Use the Request Entry Console to request a service. The console is the entry point
where you can create, view, update, or cancel your 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.
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Users Guide
The process of requesting a service consists of six stages that track the progress of
your request, as indicated by best practices.
Search stageSearching for a service on page 24

Select stageChoosing a service on page 28
Review stageViewing service description on page 29
Provide Information stageEntering your requester data on page 31
Submit stageCreating a service request on page 33
Cart Review stageUsing the cart on page 34
User scenario
You must print a presentation for an important meeting in two hours. The printer
needs a new toner cartridge. You open the Request Entry Console and search for a
service. In the service catalog under the Hardware category, you find the service
you needAcme Corporation entitles you to the Silver level printer repair service.
For Silver level service, IT has a service target to fix a printer in one hour, charged
at a cost of $100 to your department.
You select the service, enter all the required information, and submit the request.
Because your SRM Administrator has configured SRM so that you receive an email
notification when the ticket is assigned, you are alerted that a service desk
technician is assigned to work on your request.
You open the Request Entry Console to view all your submitted requests. Scrolling
to your request, you see that the status is In Progress.
When the printer is fixed, you receive another email notification, alerting you that
the printer is fixed and you can continue printing your presentation. Later that
day, after a successful presentation on Service Desk Metrics to Acme upper
management, you fill out a survey, indicating how pleased you are by the quick
response to your request.
NOTE
Users can also access the Search Knowledge application, if it is licensed and
installed.
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Request Entry Console functions

The following table shows functional areas of the Request Entry Console. It also
provides references to additional relevant information.
Console area
Function
Reference
View Broadcasts (upper right corner) displays

important public messages about work in
progress, system status, planned work in your
organization, and so on.
Using broadcasts on page 64.
Submitted Requests (left navigation pane)

Viewing service requests that
monitors your most important service requests by
need attention on page 37.
the following categories:
Viewing service requests in
Draft mode on page 40.
Needs AttentionDisplays service requests that
require your attention, for example, the request Viewing service requests
needs more information.
closed from the last time you
visited SRM on page 42.
DraftsDisplays service requests in Draft
mode.
Viewing your open requests
on page 43.
Since Last VisitLets you view service requests
in different status levels (for example, Closed)
since the last time you logged in to the Request
Entry Console.
Open RequestsDisplays all open service
requests.
Quick Picks (left navigation pane) lets you open
the top service requests defined by the SRM
administrator.
Click the Quick Picks arrow to view other services
that you have saved.
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Users Guide
Quick Picks on page 58.
Request Entry Console functions
Console area
Function
Reference
Action Menu (left navigation pane) lets you easily Setting Request Entry Console
select these important features:
preferences on page 69.

Making suggestions on
Service CategoriesLists all services by
page 65.
navigation category, for example, Hardware.
You can also search for available services by
Filling out the service survey
browsing through the navigation categories.
on page 68.
User PreferencesConfigures appearance and Switching usersCreating
behavior of the Request Entry Console.
requests on behalf of other
users on page 61.
Answer SurveysLets you provide feedback to
measure the quality of the service.
SuggestionLets you provide feedback to
measure the quality of the service.
Request On Behalf OfAllows you to create
requests on behalf of other users.
Business Manager ConsoleAllows you to
open the Business Manager Console.
Note: If you do not have the proper entitlements,
some functions in this area are hidden.

Click Cart to view the current list of services in
your cart.
See Viewing service requests in

your open cart on page 54.
Click Refresh to refresh the data in the tables.
None
Note: The refresh functionality is optimized in the
2.2.00 version to refresh only the consoles focus

area. For example, if you are viewing submitted
requests and click Refresh, only the items in the
table and the generally visible data are refreshed
(metrics, quick picks, and so on).
Click Logout to log out of SRM.
None
Click Help to access help.
None
Click the magnifying glass or the search menu to

narrow your search of available services to a
subset that is displayed in the service catalog.
See Search stageSearching for

a service on page 24.
Click Home to return to the view configured in the See Setting Request Entry
users Initial Console View preferences.
Console preferences on page 69.
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Console area
Function
Reference
Click the Back link to return to the earlier view in None

the Request Entry Console. This link acts like a
browsers Back button.
The Back link maintains the history of the last
three views. If you move to a new view (not using
the Back or Forward links), you start at the
beginning of the view history.
The Back link is disabled when there is no view
history, when you are submitting a request, or
when you have reached the beginning of the view
history
Click the Forward link to move ahead in the Back None
history.
The Forward link is disabled when you reach the
end of the view history.
Search stageSearching for a service

You can search for an available service using title, description, or keywords in the
Search fields. For example, if you select Hardware from the Search menu and then
enters the keyword printer, the Request Entry Console performs a wildcard
search to find any available services that match the description. Your search
returns a number of services that you can request from.
To search for a service

1 Open the Request Entry Console.
2 Perform your search from All search categories, or refine your search by selecting
an item from the Search menu, for example, Employee Services.
Figure 2-2: Searching for available services
3 Enter a search term in the for field.
You can use relevant terms in your search criteria. For example, if your printer ran
out of toner, you can enter toner cartridge, color printer, or printer. The
Service Catalog Manager who created the SRD might have added keywords (that
is, alias terms) to simplify your searches.
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Users Guide
4 Click the magnifying glass.
A list of service requests that matches your search criteria appears. Your request
enters the Select stage.
Browsing for services

You can use the following methods to browse for services.
Figure 2-3: Browsing for available services
List Related ServicesYou can view all services under a category, and then
select a specific service.
Browse Sub-CategoriesYou can explore all the sub-categories and drill down
to a specific service. If the Hardware category has more than one level, you can
display all its sub-categories (for example, Computers, Phones, and Printers). If
you then select Computers, all its services will be listed.
Browsing for services helps you narrow the scope of available services to find
exactly which one you are looking for.
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Listing related services

After you select a category and list all the services, the results table is populated
with all the services related to that category. You can then select a service or
examine its details.
To list related services

2 From the left navigation pane, choose Action Menu > Service Categories.
You are now in the Search stage. For more information, see Search stage
Searching for a service on page 24.
3 Select a category, for example, IT Services for Users, and then click List Related
Services.
The list of services for the IT Services for Users category appears. The number of
services is also displayed, for example, 1 of 6. You can scroll through the list by
clicking Previous or Next. Each service listed includes a brief description defined
by the SRM Administrator.
Figure 2-4: Listing related services
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Users Guide
4 Modify the results list by specifying a sort order of requests.
You can sort requests by My Favorites or System Favorites.

5 Click Add to Favorites.
The service is added to your list of favorites. You can also access it as one of your
Quick Picks. (For more information, see Quick Picks on page 58.)
6 Click Request Now to choose a service from the list.
Your request enters the Provide Information stage.
Browsing the sub-categories

You can browse all the categories and sub-categories that you are entitled to view
in the Request Entry Console, until you find the service you want. When you have
drilled down to the bottom category, for example, Telecommunications Services >
Conference Calling > Conference Call Setup, you can then select the service or
examine its details.
Figure 2-5: Browsing the sub-categories
27
To browse the sub-categories

2 From the left navigation pane, choose Action Menu > Service Categories.
You are now in the Search stage. For more information, see Search stage
Searching for a service on page 24.
3 Select a category, for example, Telecommunications Services, and then click
Browse Sub-Categories.
If there are sub-categories, they are displayed, for example, Conference Calling. If
there are additional sub-categories, they are displayed, for example, Conference
Call Setup, Conference Call Support, and so on.
If there are no additional sub-categories, the list of services for the
Telecommunications Services category appears.
Select stageChoosing a service

In the Select stage, the Request Entry Console makes it easy to choose a service.
Figure 2-6: Request Entry ConsoleSelect stage
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Users Guide
Review stageViewing service description
You can view details of the services that matched your search. You can also rank
the services that are displayed. For example, you can sort them according to
Favorites.
To select a service
1 Perform a search for available services.
A list of available services appears in the Request Entry Console.

2 Perform one of the following actions:
Click Request Now to choose the service. For more information, see Provide
Information stageEntering your requester data on page 31.
Add the request to the cart. For more information, see Cart Review stage
Using the cart on page 34.
Add the service to your list of favorites. For more information, see Creating a
list of my favorite services on page 48.
Review stageViewing service description

Before you select a service, you can review its details to make sure it is exactly the
one that you want. Details include a brief description of the service, with any other
details defined by the SRM Administrator.
To view the service description

2 Pick a service from the list of services displayed.
Each available service has a link you can click to review its details.
Figure 2-7: Description link
3 Click the description link.
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Figure 2-8: Request Entry ConsoleReview stage
The Service Review window provides important read-only details about the
service, for example, its price, turnaround time, and so on.
Click the Back icon to return to your search results.

Click Request Now to choose the service.
Click Add to Cart to add the service to the cart.
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Users Guide
Provide Information stageEntering your requester data
Provide Information stageEntering your

requester data
In the Provide Information stage, the Request Entry Console prompts you to enter
the following information:
Date and time the service is requested

Any instructions you must follow to create the request
Phone number and email address (optional)
Answers to questions (required questions are shown in bold) that you must
provide to submit the service request, for example, its urgency
Finally, you can review and correct the requester information about the page as
needed, for example, you can modify the date that the service is required.
To provide information
1 Select a service from the list of services displayed.
Figure 2-9: Request Entry ConsoleProvide Information stage
31
The breadcrumb trail displays a dynamic history of the earlier pages visited. You can
click the links to return to an earlier status of the process, for example, to return to
the Service Review.
2 Fill out the form details as needed:
a (Optional) Edit the Request Name field with a description more meaningful to
you.
For example, if the service you are requesting uses a generic name, you can
create a more precise description. You should enter descriptions that are
meaningful both to you and to the staff member who is working the request.
b (Optional) Edit the requester details, for example, the phone number and email
address.
c Enter the date when you need the service implemented.
d (Optional) Include an attachment.
e Answer the questions provided, especially any that are required to submit the
request.
f Enter any other details.
If the administrator provided instructions to complete the request, for example,

your computer name or your IP address, make sure you follow the instructions
completely.
If you are sure this is the service you want to request and you have entered all
the information correctly, click Submit. For more information, see Submit
stageCreating a service request on page 33.
To review the details of the service you are requesting, click Summary to view a
read-only description of the service. For more information, see Submit stage
Creating a service request on page 33.
To add the service to the cart, click Add to Cart. For more information, see Cart
Review stageUsing the cart on page 34.
If you are not sure you have all the information you need, click Save as Draft.
The request appears in the list of service requests in Draft mode. For more
information, see Viewing service requests in Draft mode on page 40.
Click the Back icon to return to your search results.
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Users Guide
Submit stageCreating a service request
Submit stageCreating a service request

In the Submit stage, you can review the complete details of the service and then
create the request. After you have submitted the service request, you can open the
Request Entry Console and view important information about the request, for
example, what stage it is in, who is working on it, the date and time when you can
expect it to be resolved, and so on.
To submit a service request

1 (Optional) After you enter all the request information, click Summary.
Figure 2-10: Request Entry ConsoleSubmit stage
The breadcrumb trail displays a dynamic history of the earlier pages visited. Click
the links to return to an earlier status in the process.
2 Review the details about the service request.
3 (Optional) Click the Back icon to enter more details about the request.
4 If you are satisfied with the request summary, click Submit.
The new request appears in the list of submitted service requests of the Request
Entry Console.
33
For more information, see:
Using the Request Entry Console to manage service requests on page 37

Viewing your open submitted service requests on page 48
Cart Review stageUsing the cart

In the cart, you can easily combine multiple service requests into one order, and
then submit it in one operation. For example, you might decide you want to create
two requests at the same timefix your printer and upgrade your computer to the
latest version of MS Office.
In the Cart Review stage, you perform the following tasks before you submit the
request:
Review the contents of your cart. This includes quantities and extended price for
each service, with a total price for the cart.
Delete items in your cart or make changes to the information.

After you submit the cart, you can view the status of all the service requests in your
cart.
IMPORTANT
You can only open one cart at a time. The cart is not available to guest users.
To use the cart

2 Click Add to Cart on any services description.
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Users Guide
Cart Review stageUsing the cart
Figure 2-11: Request Entry ConsoleCart Review stage
The Cart Review window shows important information for each item in your cart,
including:
Request ID
Request Name
Expected date of fulfillment
Quantity
Extended price of the service request (unit price multiplied by quantity)
In addition, the Total Price of all service requests in your cart is shown. Your
system administrator might have included more information.
3 Click Update Name to change the name of the cart to a more meaningful
description, for example, Mandys cart.
The cart name defaults to the cart request ID. You cannot modify the cart request
ID.
4 Click Update Request to modify information in your request, for example, if you
must change the expected date, modify your answers to questions, or supply
missing information.
35
You must update requests that need attention before you can submit the cart. The
Ready column in the Cart Review table shows any requests that require attention
for some reason.
5 Select a service, and then click Remove Request to delete it from your cart.
6 Continue to add services to the cart.
To add more than one service to your order, enter a new search term in the Search
box, or click Browse Categories to return to the home page.
7 Return to the cart when you finish shopping for services.
The Cart Review window lists all the services in your cart. For example, you might
decide it is easier to combine all your service requests into one single operation
instead of creating three separate requests. If needed, you can update a request or
delete it.
8 When all the items in your cart are ready, click Submit Cart to create the service
request.
The cart is ready to submit when you see the green checkmark in the Your cart
is ready area of the window. The system then creates a new cart request ID, for
example, CR0000000000003.
The new cart submission appears as a separate request in the Request Entry
Console. You can drill down to see the status of your requests, as needed.
Figure 2-12: Submitted requests from the cart displayed in Request Entry Console
Viewing service requests in your open cart on page 54

Viewing your service cart requests on page 55
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Users Guide
Using the Request Entry Console to manage service requests
Using the Request Entry Console to manage

service requests
The left navigation pane of the Request Entry Console provides two default
searchesby the status of the service request or by its cart request IDso that you
can quickly view service requests in various stages.
Figure 2-13: Default searches for viewing service requests
For example, the Needs Attention link is based on a predefined search criterion
that displays only those requests that require your attention. If you want a more
comprehensive view of all your open requests, use the Open Requests link.
You can use either the Show or the Service Cart menus in the Request Entry
Console for two different views of your service requests
Use the Show menu to view service requests at different status levels. The
following options are available:
All Open Requests

Draft Requests
Requests Needing Attention
Recently Closed Requests
Requests Closed Since Last Login
Closed Requests
Use the Service Cart menu to view your service requests by their cart request ID
or name. If you select a cart request ID or name, only its related contents are
displayed. If you clear the Service Cart field, the display preference is used, for
example, All Open Requests.
Viewing service requests that need attention

The Request Entry Console provides a quick view of service requests that require
your attention for some reason. The Needs Attention setting is activated in the
service request when the fulfillment provider creates a public work information
record in the back-end application, for example, when information is pending.
37
To view service requests that need attention

2 In the left navigation pane, click the Needs Attention link.
The Request Entry Console displays all your requests requiring immediate
attention.
Figure 2-14: Viewing requests that require attention
3 From the list of service requests, you can perform the following actions:
Click Request Details to view the details of the request. For more information,
see Service request details on page 51.
If the email engine is enabled, you can click the name of the Service Request
Coordinator and send an email, for example, if you need more information
about the status of your request.
Click Add to include an entry in the Activity Log. For more information, see
Adding an entry to the activity log on page 39.
Click Cancel to close the request without completing it. A warning prompts you
if you are sure that you want to cancel the service request.
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Users Guide
Click Complete Request if a request is in the Draft status. The service request
appears in the Provide Information stage. For more information, see Provide
Information stageEntering your requester data on page 31.
To reopen a request that has been closed, see Reopening service requests on
page 45.
Adding an entry to the activity log

When you are viewing your service requests in the Request Entry Console, you can
add summary information or an attachment to the activity log.
To add an entry to the activity log

2 In the left navigation pane, click the Open Requests link.
3 Select a service request from the list.
4 Click Add.
Figure 2-15: Add Activity Log Entry dialog box
5 Add a summary or notes to the log.

6 To add an attachment, perform the following steps:
a Click Add. The Add Attachment dialog box appears.
b Browse for an attachment.
c Click OK to close the dialog box.
You can add only one attachment for each activity record, but the service request
can include multiple activity records.
7 Save the Add Activity Log Entry dialog box.
39
The activity log entry is added to the service request.

Figure 2-16: Entries added to the activity log
8 Click Activity Log Details to view the log history and access the attachments.
Viewing service requests in Draft mode

The Request Entry Console provides a quick view of all your service requests that
were saved in Draft mode.
Placing a service request in Draft mode might be useful if you are requesting a
service, but do not have all the necessary information to submit it. For example, a
support person might create a request in Draft mode if they are unexpectedly cut
off in the middle of a phone call with a customer. You might also create a draft
request if you must research a problem further, for example, you are not sure
which printer needs the new toner.
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Users Guide
To view service requests in Draft mode

2 In the left navigation pane, click the Drafts link.
The Request Entry Console shows all your current requests in Draft status.
Figure 2-17: Viewing drafts of service requests
Click Cancel to stop the request without completing it. The system prompts you
to make sure that you want to cancel the request.
then appears in the Provide Information stage. For more information, see
Provide Information stageEntering your requester data on page 31.
To reopen a closed request, see Reopening service requests on page 45.
41
IMPORTANT
When the Submitter Mode is Locked on the server, users without a license can
create a request as a draft, and return later to complete it. However, nobody, not
even the AR System administrator, can change the value on the Submitter field
after the request enters the system. In addition, SRM updates metrics forms in the
background when you open the Request Entry Console. If a user with a Read
license wants to update the request, the Submitter Mode must be Locked. If you
have a Fixed or Floating license, you can set the Submitter Mode to Changeable.
For more information, see the BMC Remedy Action Request System 7.1.00 Configuring
guide.
Viewing service requests closed from the last time you visited SRM
The Request Entry Console provides a quick view of service requests that were
closed from the last time that you visited SRM.
You can set your own preferences in the Request Entry Console, for example, you
can specify that you want to see requests that were closed during the last five days.
For more information, see Setting Request Entry Console preferences on
page 69.
To view service requests from the last time that you visited SRM
2 In the left navigation pane, click the Since Last Visit link.
The Request Entry Console shows all your requests that were closed since the last
time you logged in to the system.
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Users Guide
Figure 2-18: Viewing requests closed since your last visit
3 (Optional) From the Show menu, filter the requests that are displayed in the
Request Entry Console.


Viewing your open requests

The Request Entry Console provides a quick view of all your service requests that
are now open. From the Show menu, you can also view Draft Requests, Requests
Needing Attention, Recently Closed Requests, Requests Closed Since Last Login,
or Closed Requests.
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To view your open requests

The Request Entry Console shows all your current open requests.
Figure 2-19: Viewing open requests
Click Cancel to delete the request without completing it. The system prompts
you to make sure that you want to cancel the request.
then appears in the Provide Information stage. For more information, see
Provide Information stageEntering your requester data on page 31.
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Users Guide
Reopening service requests

When the fulfillment providers successfully finish the request fulfillment process,
the service request automatically reaches the Completed status. After a request has
been completed (or rejected), you can reopen it from the Request Entry Console.
You can also reopen a service request from a survey. (For more information, see
Filling out the service survey on page 68.)
IMPORTANT
When you reopen a service request, SRM does not reopen the original back-office
requests that were part of the request fulfillment process. Instead, SRM creates a
new work order.
Figure 2-20: Reopening a service request
To reopen a service request

3 From the Show menu, select Closed Requests.
45
The results list displays all the closed service requests. For a more narrowly
defined search, try selecting Recently Closed Requests or Requests Closed Since
Last Login from the Show menu.
4 Select a request that has been rejected or completed.
5 Click Reopen.
A dialog box prompts to make sure you want to reopen the request.
6 If you are sure that you want to reopen the request, click Yes.
7 In the Request Work Info dialog box, add summary information, notes, and
attachments as needed.
8 Click Save and close the dialog box.
You are notified that the request has been reopened.

9 From the Show menu, select All Open Requests, or click Open Request in the left
navigation pane.
The request now appears as an open request.
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Users Guide
Viewing your favorite services

You can create and view the entire list of your favorite services from the catalog.
Figure 2-21: Viewing my favorite services
The Request Summary provides general request information about these services.
To add or view additional work information about a service, click Details.
To view my favorite services

2 From the left navigation pane, choose Quick Picks.
The services you designated as favorites are displayed in the Request Entry
Console. The list of services are sorted by the My Favorites item in the Sort By
menu.
3 Select a service from the list, if needed.
47
Creating a list of my favorite services

You can create a list of your favorite services from the catalog. For more
information, see Quick Picks on page 58.
NOTE
Guest users cannot create a list of favorite services.
To create a list of favorite services

2 Perform a search for service requests.
For information, see Search stageSearching for a service on page 24.

3 Click Add to My Favorites for the service you want to add to your favorites.
You can now access the service from the Quick Picks list.
4 (Option) If you no longer use a service, click Remove from Favorites.
Viewing your open submitted service requests

You can review a list of your open submitted service requests, a summary of their
details, the activity log, and their status levels. You can display requests by
selecting the status from the Show menu, for example, All Open Requests.
In addition, each entry displayed in the table of requests shows its relative status
in the status bar.
From this window, you can cancel a request without completing it.
NOTE
Guest users cannot cancel service requests that they have submitted.
To view service requests

Choose Submitted Requests.

Click the Open Requests link in the left navigation pane.
From the Show field, select All Open Requests.
Your outstanding service requests are displayed.
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Users Guide
Figure 2-22: Viewing your submitted service requests
3 Select a service request.
The table and status bar summarize important details about the service request, for
example, the service coordinator, and if the request has been approved, its
expected finish date, and so on.
4 Add details to the Activity Log:
a Click Add.
49
Figure 2-23: Add Activity Log Entry dialog box
b Add summary, notes, and attachment (if needed) to the log.

c Save the log details when you finish.
The dialog box automatically closes and you are returned to the Submitted
Requests view.
5 Click Request Details.
The dialog box appears in Details mode. 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.
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Users Guide
Figure 2-24: Service request details
6 Click the Process View tab to view the processes behind the service request.
The Visual Process Editor appears in read-only mode in the View Process tab. Here
you can view the underlying processes that are associated with the service request
at runtime.
51
Figure 2-25: Visual Process EditorRuntime mode
7 To view the properties and values of the various PDIs and AOIs instantiated in the
service request, click one of the objects in the Visual Process Editor workspace.
The properties and values for the object are displayed in the Properties tab. Here
you see the status of the process and application instances.
NOTE
The Process Definition Templates dialog box provides more details about the
underlying processes of the service request than the limited information displayed
in the Request Entry Console.
8 To view problems with the service request, take the following troubleshooting
steps:
a Click Event Error.
NOTE
You only see the Event Error button if you have Service Request User permissions
(or greater).
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Users Guide
Figure 2-26: View Process dialog box
b If an event contains an error, click View Events.
The Event History dialog box appears, showing you the complete event history
of the instance.
Figure 2-27: Event History dialog boxEvent with error
The preceding figure shows events with errorsthe back-end application could
not create a new request because no manager group could be found.
c Debug the error with the back-end applications.
For detailed information on troubleshooting, see the BMC Service Request

Management 2.2.00 Administrators Guide.
53
d Click Retry to re-start the application instance command.

e Close the Event History dialog box.
f Close the View History dialog box.
9 Click the Activity Log tab.
Figure 2-28: Service request activity log
10 Add work information as needed, for example, summary, notes, or an attachment.

11 Close the dialog box when you finish.
Viewing service requests in your open cart

As you shop for services, you can keep track of the current items in your open cart.
NOTE
After you added the services, all information is saved in your cart. You can
continue with other functions in the Request Entry Console, for example, view
your submitted requests, create suggestions, change your preferences, and so on.
You can even log out of the Request Entry Console altogether.
To view service requests in your open cart

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Users Guide
2 Click the Cart button.
The current list of service requests is now displayed in your cart.

Figure 2-29: Service requests displayed in cart
3 Continue shopping for services as needed.
Viewing your service cart requests

You can use the Service Cart menu to keep track of all your service cart requests.
You can then use the Request Details dialog box to view all information about the
service requests from one location.
55
Figure 2-30: Viewing requests in your cart
To view submitted requests in your cart

2 Open your submitted requests, for example, Open Requests.
3 Select a cart request ID or name from the Service Cart menu.
All the service requests submitted in your cart are displayed.

A Requests in Cart menu appears in the Request Details dialog box. You can
choose a request from the cart, so you can display its details.
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Users Guide
Figure 2-31: Requests in the cart displayed
6 Select a request from the menu.
The dialog box now displays the read-only information about the service request
in the Details tab.
7 Click the Activity Log and Process View tabs as needed.
For more information, see Viewing your open submitted service requests on
page 48.
57
Quick Picks
The Quick Picks window displays a list of favorites picked from the catalog of all
available services.
Figure 2-32: Request Entry ConsoleQuick Picks screen
The services in your Quick Picks list are populated by the following methods:
Added by your system administrator. Services appear as links you can select in
the left navigation pane.
Automatically added by the server, based on how many times SRM users
request the service.
Selected by you as a favorite.
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Users Guide
Waiting for approval on service requests
The following options are available to you:

Button
Description
Selects a service as a favorite. You can choose favorite
services from SRDs you found during a search.
For more information, see Listing related services on
page 26 and Creating a list of my favorite services on
page 48.
Removes a service from your favorites list.
For more information, see Creating a list of my favorite
services on page 48.
Displays a service that is designated as a favorite.
Displays services defined by the SRM administrator. Your

system administrators rank the services that they think are
important for typical users.
A good example of a favorite request is any service you must use frequently, for
example, Reset Password. If you flag this service as a favorite request, it appears
as an option when you select Quick Picks.
To use Quick Picks

Select one of the administrator-designated services from the Quick Picks list in
the left navigation pane.
Click the Quick Picks button.

Your Quick Picks list of services appears in the Service Request table. Your
favorites, the hot list of system favorites, and the services picked by your
administrator are all displayed.
3 Click the Request Now button to choose a service from the list.
You now can enter information about your service request. (For more information,
see Provide Information stageEntering your requester data on page 31.)
Waiting for approval on service requests

When a service is requested that must be approved before it can be worked on, the
default approver of a service request is the requesters manager.
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To wait for approval on service requests

1 Open the Request Entry Console, search for the SRD offering, and then submit it.
If the service request waits for approval, the Request Summary shows that its
request status is Pending.
Figure 2-33: Service request waiting for approval
Request details about the service request.

Cancel the service.
Add instructions in the activity log.
When the service request is approved by your manager, the status in the Request
Entry Console is updated.
3 Refresh the console.
The service request is moved to Planning status.
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Users Guide
Switching usersCreating requests on behalf of other users
Figure 2-34: Service request after it is approved
After this final approval, the default approval cycle is finished for the service
request.
For more information on the service coordinator role in approving service
requests, see the BMC Service Request Management 2.2.00 Administrators Guide. For
an overview of SRM approvals, see the BMC Service Request Management 2.2.00
Configuration Guide.
Switching usersCreating requests on behalf

of other users
You can create requests on behalf of other users if your administrator created an
entitlement rule for you. The SRM Administrator must create a special rule that
entitles you to create requests on behalf of another user when he or she is
unavailable.
This functionality is mainly intended for use in emergencies or unusual
circumstances. If someone in your department cannot create their own service
request, for example, because their PC has crashed, they are off site and have no
access to a system, they are on vacation and need some service performed, and so
on, you can create a request for them.
NOTE
Users who are allowed to submit requests on behalf of another user must be
assigned a fixed or floating license. If they are not, they cannot manage requests
after they have been submitted on behalf of another user. In addition, they cannot
manage a cart for another user.
To create requests on behalf of other users

The Request Entry Console welcomes you as the logged in user. If you are entitled
to create requests on behalf of other users, the Request Entry Console also displays
a link where you can create requests on behalf of other users. The Switch User
functions also appear in the left navigation pane.
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Figure 2-35: Request on behalf of another user
If you do not have the proper entitlements from the SRM Administrator, this
functionality is hidden.
2 From the left navigation pane, choose Action Menu > Request On Behalf Of.
Figure 2-36: On Behalf Of Console
3 From the list of available users, choose a name and then click Select.
The Welcome message reflects that you can create requests on behalf of the user
you selected, for example, Requesting On Behalf Of Fred User.
Figure 2-37: New welcome message showing your On Behalf Of entitlements
4 Create a service request by using any of the typical methods, for example, Quick
Picks or Browse for Services.

When you act on behalf of another user, your view of the Request Entry Console is
as if that user is logged in to the system. Your sees all their open requests, their
quick picks, their favorite services, their cart requests, and so on.
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Users Guide
Switching usersCreating requests on behalf of other users
Figure 2-38: Acting on behalf of another user
5 When you finish, choose Action Menu > On Behalf Of Self.
The Welcome message in the Request Entry Console returns to its default mode.
63
Using broadcasts
You can view messages that were broadcast to you from other groups in your
organization. Broadcasts include messages about work in progress, system status,
planned work, and so on.
Broadcasts are filtered by the logged-in users company, based on the following
criteria:
Broadcasts are filtered 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.
Figure 2-39: Broadcasts Overview dialog box
Clicking the New Broadcast alert button opens the Broadcasts Overview in dialog
mode, where you can see details of the broadcasts, depending on your
permissions.
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.
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Users Guide
Providing feedback
To use broadcasts
If there is a new broadcast, the New Broadcast alert button appears in the Request
Entry Console. The alert also informs you the quantity of new broadcasts.
Figure 2-40: New Broadcast button
If there are no new broadcasts, the default View Broadcast button appears.
Figure 2-41: Default View Broadcast button
2 Click the New Broadcast or View Broadcast button.

3 Select an entry in the Broadcasts table to view its details.
Modifying a broadcast message

To modify a broadcast message from the View Broadcasts dialog box, click Modify.
The action opens the New/Modify Broadcasts dialog box.
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.
Providing feedback
You can provide qualitative and quantitative feedback to the team who worked on
your service requests.
Making suggestions
You can offer suggestions to the SRM administrators about the Request Entry
Console and the actual implementation of the SRM application. For example, you
might suggest that your administrator add a new service to the System Favorites.
65
To make suggestions
2 From the left navigation pane, choose Action Menu > Suggestion.
Figure 2-42: Suggestion dialog box
3 In the Suggestions dialog box, do the following:

a Select a category for your suggestion, for example, Common Requests or
Metrics.
b Enter the other required information to create your suggestion.
NOTE
If you are suggesting a new service, enter a suggested title and description.
4 Click Submit to create the suggestion.
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Users Guide
Providing feedback
5 To view your suggestion, click the Previously Submitted Suggestion tab.

Figure 2-43: Previously submitted suggestions
6 Review the status of your suggestion or modify its details:

a View the status of your suggestion and the response of the SRM administrator
to it.
When creating a suggestion, its default status is New. As your suggestion is
being considered or worked on, check its current status, for example, if it is
being reviewed or addressed.
b Modify the category, title, or suggestion as needed, and then click Save Changes.
c Click Cancel Suggestion if you do not want to submit your suggestion.
7 Close the form when you finish.
While the Suggestion dialog box is still open, you can click the Submit Suggestions
to create a new suggestion.
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Filling out the service survey

From the Request Entry Console, you are notified through email to respond to a
survey after your service request is marked Completed. Each service request
generates a separate survey.
NOTE
Surveys must be configured for your company and the option must be turned on.
If surveys are not set up and the survey option is not turned on, no surveys are
generated.
To use surveys
2 From the left navigation pane, choose Action Menu > Answer Surveys.
3 Select a survey, and then click Respond.
4 Enter your responses to the questions.
Figure 2-44: Requester survey
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Users Guide
Setting Request Entry Console preferences
Click Close the Service Request to save your answers to the survey and complete
the service request.
If you are not satisfied with the actions performed on the service request, click
Reopen the Service Request to reopen the service request and move it out of the
Closed status. (For more information, see Reopening service requests on
page 45.)
Click Close to shut the Survey dialog box without saving your answers.
Click Submit to complete the service request.
Setting Request Entry Console preferences

You can view and edit the default appearance of the Request Entry Console by
choosing Action Menu > User Preferences in the left navigation pane. Depending
on which consoles you have permissions to access, you can also view their
preferences and options.
When the Request Entry Console opens, you can determine:
Default console settings, which you can use to determine the console view that
initially appears, for example, Submitted Requests
Display of service requests, for example, All Open

Requests closed since the last time you logged in to the Request Entry Console
Sort order of results listed, for example, by My Favorites, System Favorites, or
Hot List
NOTE
Guest users cannot set Request Entry Console preferences.
To set the Request Entry Console preferences

1 From the Request Entry Console, choose Action Menu > User Preferences.
2 From the Initial Console View field in the General Console Information area, select
whether you want the Service Categories, Quick Picks, or Submitted Requests
view to appear when the Request Entry Console appears.
The default setting is Service Categories. When you click the Home button in the
Request Entry Console, you return to the view that you specify here. If there is no
setting, the Home link returns you to the Service Categories view.
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Figure 2-45: Application Preferences (for the Request Entry Console)
3 Modify the default search criteria for My Requests when the Request Entry Console
appears:
a From the Show field, select if service requests with a particular status should
appear.
For example, you might want to display only service requests with a draft
status. The default setting is All Open Requests.
b From the Recently Closed field, select the number and unit criteria for requests
closed since the user last logged in.

For example, you might want to display requests that were closed in the last five
days. If you are an infrequent user, you can enter a higher number, for example,
requests closed in the last two weeks or even months.
4 In the Broadcast Auto Popup field, specify one of the following defaults:
NeverAdministrator or user never sees the broadcast warnings.

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

when there is a new broadcast.
5 Save your changes and close the dialog box.
You must close and re-open the Request Entry Console for the changes to appear.
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Users Guide
Chapter
Business Manager role
Business Managers are responsible for managing users. Their activities and
responsibilities include monitoring the current number of open and late requests,
running request reports, and examining request trends.
NOTE
The Business Manager must have Business Manager permissions.

Opening the Business Manager Console (page 72)

Using the Business Manager Console to manage service requests (page 73)
Viewing request details (page 79)
Adding work information to the service request (page 80)
Reviewing the approval cycle of a service request (page 81)
Generating reports (page 83)
Setting Business Manager Console preferences (page 88)
Chapter 3 Business Manager role
71
Opening the Business Manager Console

This section discusses how to open the Business Manager Console.
To open the Business Manager Console

If you have Business Manager permissions, the Business Manager Console link
appears in the left navigation pane.
Figure 3-1: Opening the Business Manager Console from the Request Entry Console
2 Click the Business Manager Console link.
The Business Manager Console appears.
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Users Guide
Using the Business Manager Console to manage service requests
Using the Business Manager Console to

manage service requests
The Business Manager Console is your entry point to working with service
requests and provides a dedicated workspace for managing them. Business
Managers also have access to the Service Request Console. For more information,
see Other Applications (navigation pane) on page 74.
Figure 3-2: Business Manager Console (browser client)
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 want to

work on.
For more information, see Using

the Company and Console View
options on page 75.
Broadcasts
(navigation pane)
View broadcast messages that the entire

organization can view.

broadcasts on page 64.
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Console objects
Function
Reference
Click the category to display the

service requests in the Search
Late RequestsShows number of service
requests that require attention, for example, you Results table.
must approve it.
% On TimeShows percentage of service
requests expected to meet service targets.
Pending ApprovalShows number of service
requests that need approval.
Open RequestsShows number of all open
service requests.
Lets you monitor requests:

Console View
(navigation pane)
Allows you to specify what groups you want to

search the form as:
All My GroupsShows service requests that

belong to all my groups.
Select GroupsShows service requests that
belong to specified groups.
Use the Console View links to filter the service
requests displayed in the Search Results table.
Functions
(navigation pane)
Other Applications
(navigation pane)
Allows you to select the following features:

the Company and Console View
options on page 75.
ReportsOpens the Report Console, from where Generating reports on

you can generate reports.
page 83.
PreferencesAllows you to set your application Setting Business Manager
preferences and options.
Console preferences on
page 88.
The navigation pane of the Business Manager
Console also contains links to view applications
that you have access to:
Request EntryOpens the Request Entry

Console.
Approval ConsoleOpens Approval Central so
that you can view all service requests pending
approval.
The links in the navigation pane are determined by
the applications that are installed in addition to
SRM.
Using the Request Entry

Console on page 20.
Reviewing the approval cycle
of a service request on page 81
Logout button
The Logout button is located in the upper right

corner of the console. Logs you out of SRM.
Help button
The Help button is located in the upper right corner

of the console. Click the Help button to access help.
Refresh button
Refreshes the Search Results table. Click Refresh to See Search criteriaManaging
refresh the data in the tables.
service requests on page 75.
Search Criteria
Lets you filter available service requests displayed See Search Criteria filter on
in the Search Results table, using the Search and
page 76.
Clear buttons.
Search Results
Displays the available service requests.
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Users Guide
See Search criteriaManaging

service requests on page 75.
Console objects
Function
Reference
Service Request
Summary
Displays summary information about the service

request.
Request Status
Flashboard
Selects appropriate flashboards to display.
See Request Status Flashboards

on page 76.
Request Details
button
Opens the Request Details dialog box.
See Buttons used with the Search

Results table on page 76.
Add Info. to Request Opens the Work Info dialog box.

button

Cancel Request
button

Terminates the service request.
Search criteriaManaging service requests

You use the Business Manager 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, Pending 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.
Using the Company and Console View options

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 only, for example, all
pending service requests that need approval. The Company and Console View
options enable you to 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, only that company appears
in the list. Selecting Global allows only the service requests that are
designated as Global to appear. Clearing the field allow all
records to which the user has access to appear.
All My Groups
Located under Console View, 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.
Select Groups
Located under Console View, shows all the service requests that
are assigned to your support group.
75
Search Criteria filter

You can also use the Search Criteria filter at the top of the console to filter which
service requests you see:
Region
Region affected by service request, for example, North

America.
Site Group
Site group affected by service request, for example,

Northwest.
Site
Site affected by service request, for example, Seattle.
Status
State of service request, for example, Draft or In Progress.
Category 1
Top level category of service request, for example, Software.
Category 2
Second-tier category, for example, Browser.
Category 3
Third-tier category, for example, MS Explorer.
Search button
Performs search after you define your criteria.
Clear button
Removes all search criteria.
Default button
Resets all search criteria back to their default settings.
After you perform your search, the results are displayed in the Search Results
table. When you select a service request, an abbreviated list of details appears in
the Service Request Summary.
In the Windows environment, if more service requests exist than the system can
show in the table, you can see the next grouping of service requests by placing the
cursor in the table and right-clicking, and 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 Request Details dialog box. Here you can view a more
complete list of the service requests details.
Add Info. to Request
Opens Work Info dialog box. You can view work information
records or add work information to the service request.
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.
Request Status Flashboards

The Flashboards on the console graphically convey information to help you
monitor the service requests in your system. They show you an overview of the
current state of all service requests (as percentages) in graphical format.
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Users Guide
To view status overview for all service requests

1 Open the Business Manager Console.
2 View the status of service requests in the displayed diagram.
Figure 3-3: Open Requests flashboard
The console includes the following Flashboards:
Open RequestsDisplays all open service requests.

Late Requests By CategoryDisplays all late service requests by their Category
1 level.
These Flashboards provide key metrics associated with service requests occurring
in the organization. The Business Manager Console uses BMC Remedy
Flashboards to provide Business Managers important data points and key metrics
in a graphic and numeric format. They help monitor service requests so you can
make sure your organization is meeting its identified goals. The Flashboards
provide you with a mechanism for organizational improvement, for example, if
you see areas that need improvement.
3 (Optional) Set the Apply search criteria? flag to Yes.
When you select this flag, the values entered into the Search Criteria fields that
qualify the data displayed in the table are also be applied to the charts.
NOTE
The values you enter can cause the chart to display no data in the flashboard. For
example, if you query the requests that are closed, but the chart shows open
requests, the qualification returns no rows.
4 Place your mouse over the barchart in a flashboard.
For example, if you placed your mouse over one of the bars in the barchart
showing service requests that are in review, a tooltip appears. These tooltips
display important information about the graph, for example, the number of service
requests that are in the Planning state.
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5 Click the graph to drill down to the requests.
The Service Request form opens in Modify mode, displaying the records in the
Planning state. You can scroll through these records and modify them as needed.
6 Close the Service Request form when you finish.
Viewing a list of service requests by status

On the Business Manager Console, you can quickly view a list of service requests
by their status.
To view service requests by status

2 From the Status list, select a status by which to view service requests.
The options are:
DraftVerifies that all the required fields to create the service request are
entered in the Service Request form. You use the Draft status to record a service
request without submitting it to the SRM process. In Draft mode, service
requests have not yet been submitted for approval.
In ReviewService request is being reviewed but not yet approved.

PendingWork on the service request has been suspended temporarily. You
must specify a status reason (Approval or More Information) when the service
request Status is Pending.
Waiting ApprovalThese service requests have been submitted for approval

and are pending approval. A service request goes into Planning status when all
the approvers have approved it. If the service request is approved, only then
does it move forward to the In Progress stage.
PlanningIncludes planning all the work approved for implementation,

targeting dates, and estimating the costs. If the service request is divided into
several tasks, the work order master can create and schedule these tasks.
In ProgressFulfillment providers work on the service requests. They log their

progress as they work to implement the service request and any tasks included
in it. When a task is completed, a task implementer, for the task with the next
number in the sequence, is notified of their task assignment.
CompletedVerifies that the service request was completed.

RejectedApprover rejects the service request for some reason, for example, a
manager decides it is more cost-effective to buy a new computer than replace the
hard drive.
CanceledService request is canceled, for example, because the user

remembers her password.
ClosedReviews the service request and verifies that the tasks were completed.
A list of service requests that match the selected status appears.
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Users Guide
Viewing request details
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

A list of service requests that match your search criteria appears in the table.
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.
The dialog box appears in Details mode.

Figure 3-4: 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.
79
5 Click the Activity Log tab.

a Add summary, notes, and attachment (as needed) to the log.
b Save the log details when you finish.
6 Click Process View to view the processes behind the service request.
Figure 3-5: Request Details dialog boxProcess View
Here you see the process are in the Cancelled state.

Adding work information to the service

request
You can add work information to service requests.
To add service request work information

A list of service requests that match your search criteria appears in the table.
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Users Guide
Reviewing the approval cycle of 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 Add Info. To Request.
The Request Work Info dialog box appears.

Figure 3-6: Request Work Info dialog box
5 Add work information as needed, for example, summary, notes, or an attachment.

6 Click Save to close the dialog box when you finish.
Reviewing the approval cycle of a service

request
One of the responsibilities of a Business Manager 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 lifecycle. 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 lifecycle to alert users that a certain event has
occurred.
To review the approval cycle of service requests

1 Open the Service Request Coordinator Console.
2 Click Needs Attention to view any requests that require your immediate attention,
for example, that require your approval.
81
3 Choose Other Applications > Approval Console.
Any approval to which the Service Request Coordinator is assigned appears in the
list of approval requests.
Figure 3-7: 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.
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Users Guide
Generating reports
Generating reports
SRM activities center on 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 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.
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 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 defined in the
AR System User Preference form, as described in the BMC Remedy Action Request
System 7.0 Configuring guide.
Generating standard reports

Use this procedure to generate a standard report, without using qualifications (see
Generating reports using qualifications on page 84 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.
83
Figure 3-8: Report Console
2 From the Report Name list, select the report you want to generate.
The list varies according to which other BMC Remedy ITSM applications are
installed.
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.
Your report is sent to the specified destination.
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
run the qualified report without having to 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.
84
Users Guide
Generating reports
To generate reports using a saved qualification

1 From the Service Catalog Manager Console, the Service Request Coordinator
Console, the Work Order Console, or the Business Manager Console, choose
Functions > Reports.
2 Select a report from the Report Name list.
3 Click Select Saved Qualification.
The Saved Qualifications dialog box appears, listing your saved searches.
Figure 3-9: 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.
FileYour report is saved to a file at the place and in the format you specify.
ScreenYour report appears in a separate window.
PrinterYour report is sent to the printer specified in the Print Setup dialog box.
7 Click Run Report.
To create a qualification for generating reports

1 From the Business Manager Console, choose Functions > 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.)
85
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 3-10: 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 85.
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.
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Users Guide
Generating reports
To use an Advanced Qualification to further narrow your search

1 Click Advanced Qualification.
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 panel.
5 Add values by typing in the Qualification field.
Figure 3-11: Advanced Qualification Builder dialog box
6 Click Select when you finish 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 to save your qualification. You are prompted for a
qualification name. Enter a name and click OK.

9 Click Run Report.
87
Setting Business Manager Console preferences

When you click Preferences, you can view and edit the default appearance of the
Business Manager Console. Depending on which consoles you have permissions
to access, you can also view their preferences and options.
When the Business Manager Console opens, you can determine search criteria
defaults.
To set the Business Manager Console preferences
1 From the Business Manager Console, choose Functions > Preferences.
The Application Preferences dialog box to define the SRM consoles appears.
2 Click the Business Manager tab.
Figure 3-12: Application Preferences (for the Business Manager Console)
3 Modify the default search criteria for the Business Manager Console.
For example, you might want the default settings for a particular company and
region to be displayed, for example, the New Mexico region of the Acme
Company.
4 (Optional) If you want the values entered into the Search Criteria fields applied to
the Flashboard, set the Apply search criteria? flag to Yes.
When you select this flag, the values entered into the Search Criteria fields that
qualify the data displayed in the table are applied to the charts.
88
Users Guide
Setting Business Manager Console preferences
NOTE
By default, this setting is turned off. The values you enter can cause the chart to
display no data in the flashboard. For example, if you query the requests that are
closed, but the chart shows open requests, the qualification returns no rows.
5 Save your changes and close the dialog box.
You must close and open the Business Manager Console for the changes to be
displayed.
89
90
Users Guide
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
accessing applications from Business Manager
Console 74
activity log, adding entry to 39
adding work information to service requests 80
administrators, SRM 15
Advanced Qualification Builder dialog box 87
approving service requests 59, 81
audience for this guide 7
B
back-office service fulfillment providers 12
BMC Service Request Management. See Service
Request Management
BMC Software, contacting 2
breadcrumb trail for service requests 32
broadcast messages
guest users can only view global 64
modifying 65
viewing 64
Broadcasts Overview dialog box 64
browsers, opening Request Entry console in 72
browsing
categories in Request Entry console 27
services in Request Entry console 25
Business Manager Console
about 73
accessing applications from 74
Company and Console View 75
opening 72
preferences 88
search criteria filter 76
Search Results table 76
searching for service requests 75
viewing
service request status 76
service request work information 80
service requests 79
service requests by status 78
Business Manager tab 88

business managers 15, 71
business relationship managers 16
C
cart
added to 2.2.00 20
adding services to 34
requests, viewing in 55
review stage 34
service requests, viewing 54
unavailable to guest users 34
using 34
Cart Review stage of request 34
catalog, service request 12
categories, browsing in Request Entry console 27
Company and Console View
Business Manager Console 75
components, Service Request Management 14
consoles, Business Manager 73
creating
broadcast messages 65
list of favorite services 48
qualifications for reports 85
service requests for other users 61
service requests in Request Entry console 33
customer support 3
D
Define Report Qualification area 86
Details tab 54
dialog boxes
Advanced Qualification Builder 87
Broadcasts Overview 64
New/Modify Broadcasts 65
Options 83
Saved Qualifications 85
View Broadcasts 65
documentation, SRM product 8
Index
91
end users, public 14
preferences
Request Entry console 69
printing reports 83
product support 3
Provide Information stage of request 31
public end users 14
F
favorite services
listing 48
unavailable to guest users 48
feedback, providing for service requests 65
filters, search criteria
flashboards, service request status 76
fulfillment providers 17
functions in Request Entry console 22
G
guest users
cannot cancel service requests 48
cannot set Request Entry Console preferences 69
cart not available 34
favorite services not available 48
only global broadcasts available 64
L
licenses
on behalf of, fixed or floating required 61
Submitter Mode locked 42
listing related services in the catalog 26
M
modifying
broadcast messages 65
My Favorites 59
N
New/Modify Broadcasts dialog box 65
O
on behalf of other users 61
opening
applications from
Options dialog box 83
92
Users Guide
Q
qualifications
advanced 87
creating for report generation 85
generating reports with saved 85
report 84
Quick Picks window 58
R
reopening service requests 45
reports
generating SRM 83
generating with qualifications 84
printing 83
setting options 83
viewing 83
Request Details dialog box 48
Request Entry console
browsing categories 27
browsing services 25
cart added to 2.2.00 20
creating service requests 33
entering requester data 31
functions 22
guest users cannot set 69
managing service requests 20
preferences 69
Quick Picks window 58
searching for services 24
selecting services 28
viewing
broadcasts 64
service requests 37
request management, SRM 14
Review stage of request 29
roles
business manager 15
business relationship manager 16
fulfillment provider 17
public end user 14
roles (continued)
service catalog manager 15
service request coordinator 17
SRM administrator 15
SRM user 14
work order manager 16
S
Saved Qualifications dialog box 85
search criteria filters, Business Manager Console 76
Search Results table, Business Manager Console 76
Search stage of request 24
searching for services 24
Select stage of request 28
service catalog
about 12
SRM 14
service catalog managers, about 15
service fulfillment providers, back-office 12
service request coordinators, about 17
service request definitions, about 12
about 12
back-office service fulfillment providers 12
benefits 13
business managers 15
business relationship managers 16
components 14
documentation 8
fulfillment providers 17
public end users 14
reports 83
request management 14
service catalog 12, 14
service catalog managers 15
service request coordinators 17
service request definitions 12
SRM administrators 15
work order assignees 16
work order managers 16
service requests
activity log, adding entry to 39
approvals, waiting for 59
approving 81
breadcrumb trail 32
Business Manager Console and 73
cart
adding to 34
viewing 54
viewing in 55
creating for other users 61
service requests (continued)

creating in Request Entry console 33
feedback 65
guest users cannot cancel 48
reopening 45
request details 48
Request Entry console and 20
searching for 75
stages
Cart Review 34
Provide Information 31
Review 29
Search 24
Select 28
Submit 33
surveys 68
viewing
Business Manager Console and 79
closed 42
draft mode 40
open 43
status 78
submitted 48
those needing attention 37
work information 80
visual process editor runtime mode 51
work information 48
adding 80
services
browsing for 25
creating list of favorites 48
listing related 26
searching for 24
selecting 28
viewing favorite 47
SRM administrators 15
SRM. See Service Request Management
SRs. See service requests
states and status, viewing service request 76, 78
Submit stage of request 33
Submitter Mode locked on server 42
suggestions in service requests, making 65
support, customer 3
surveys, service request 68
switching users 61
System Favorites 59
Index
93
T
tables, Search Results 76
tabs
Business Manager 88
Details 54
technical support 3
U
users
on behalf of 61
public end 14
SRM roles 14
switching 61
See also guest users
V
View Broadcasts dialog box 65
viewing
closed service requests 42
favorite services 47
reports 83
service requests
details 79
draft mode 40
needing attention 37
open 43
status 76, 78
submitted 48
services in Quick Picks window 58
visual process editor, service requests (runtime
mode) 51
W
windows, Quick Picks 58
work information
service request
adding 80
viewing 80
viewing
end user in service requests 48
work order assignees 16
work order managers 16
94
Users Guide
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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Introducing SRM and the support roles

Understanding Service Request Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using the Request Entry Console

Using the Request Entry Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Reopening service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Business Manager role

Opening the Business Manager Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Type of SRM users

Application administrators who configure and administer the application.

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