SRMS Administrator's Guide

BMC Service Request Management 7.6.
00
Administrators Guide
September 2009
www.bmc.com
Contacting BMC Software

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

Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA Telephone 713 918 8800 or 800 841 2031 Fax 713 918 8000
Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000
If you have comments or suggestions about this documentation, contact Information Design and Development by email at doc_feedback@bmc.com.
Copyright 2006-2009 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. JavaScript is a trademark of Sun Microsystems, Inc., in the U.S. and other countries. BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.
Restricted rights legend

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 UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES.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

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

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

If you have a question about your license key or password, contact Customer Support through one of the following methods:
s
E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at http://www.bmc.com/support.
Contents
Preface 11
Type of BMC Service Request Management users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 New icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 BMC Service Request Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Chapter 1 Introducing BMC Service Request Management 15 16 17 18 18 19 19 20 20 20 20 21 21 21 22 23 24 26 26 28 28 29 29 30 30 31 31 32 32
What is BMC Service Request Management? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Benefits of BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . Main components of BMC Service Request Management . . . . . . . . . . . . . . . . . . . Calbro Services sample data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Service Request Management roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Business manager role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SRM administrator role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service catalog manager role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Business Relationship Manager role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work order manager and work order assignee roles. . . . . . . . . . . . . . . . . . . . . . . . Service request coordinator role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Fulfillment provider role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opening BMC Service Request Management consoles . . . . . . . . . . . . . . . . . . . . . . . . . About the Overview Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Assigned Work table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Updating your profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Quick actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Refreshing record status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Auto-filling fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing user information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sending and receiving notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service request notifications by roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work order notifications by groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work order notifications by roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting application preferences and options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Broadcasting messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Setting broadcast default preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Viewing broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Generating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Setting report options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Generating predefined BMC Service Request Management reports . . . . . . . . . . . 37 Generating standard reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Generating reports using by qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Overriding the internal Crystal reports qualification. . . . . . . . . . . . . . . . . . . . . . . . 40 Working with table data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Viewing and updating the table data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Keyboard shortcuts in BMC Remedy AR System clients. . . . . . . . . . . . . . . . . . . . . 41 About Internationalization and localization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 BMC Service Request Management support for internationalization . . . . . . . . . . 44 Localizing BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Chapter 2 Service Catalog Manager role 45
Creating PDTs and SRDsQuick Start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Opening the Service Catalog Manager Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Setting Service Catalog Manager Console preferences . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Using the Service Catalog Manager Console to manage PDTs . . . . . . . . . . . . . . . . . . . 50 Search criteriaManaging PDTs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Viewing PDT records in the form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Using the Service Catalog Manager Console to manage SRDs . . . . . . . . . . . . . . . . . . . 54 Search criteriaManaging SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Viewing a list of SRDs by status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Viewing SRD records in the form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 SRD relationship to PDTs and AOTsDefinition and execution phases . . . . . . . . . . 60 Working with PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Understanding data flow in PDTs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Creating a standard PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Creating a quick launch PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Dynamic data flowMapping data between applications . . . . . . . . . . . . . . . . . . . . . . 75 Building PDTs that use dynamic data flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Creating application templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Creating AOTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Creating PDTs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Service request definition life cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Preparing SRDs for deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Working with SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Using the Functions tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Using other consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Creating a standard SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Creating a quick launch SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Adding more information to the SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Adding an advanced interface form to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Adding a standard process template to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Adding a quick launch process template to the SRD . . . . . . . . . . . . . . . . . . . . . . . . 99
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Adding questions and mapping variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Modifying SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Adding a business service to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Entering information on the Service Request tab . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Selecting entitlement information for SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Adding work information to SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Using the approval process with SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Defining SRD approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Submitting SRDs for approval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Viewing the approval process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Approving SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Defining service targets for SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Advanced service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Deploying the SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Taking an SRD offline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Building SRDs that use dynamic data flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 (optional) Creating an SRD that tests the Change PDT. . . . . . . . . . . . . . . . . . . . . . 125 Creating an SRD that uses the Incident PDT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 System SRDs shipped with BMC Service Request Management . . . . . . . . . . . . . . . . 127 Exporting SRDs and PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Exporting supporting data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Importing SRDs and PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 About the Version and Patch fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 About importing data from another company . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Viewing the history of imports and exports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Migrating BMC Service Request Management from test to production environments 135 Exporting definitions from your test environment . . . . . . . . . . . . . . . . . . . . . . . . 136 Exporting additional supporting data from your test environment . . . . . . . . . . 137 Exporting SRDs from your test environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Importing definitions to your production environment . . . . . . . . . . . . . . . . . . . . 139 Importing data to your production system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Importing SRDs to your production environment . . . . . . . . . . . . . . . . . . . . . . . . . 139 Chapter 3 Using the Work Order Management application 141 142 142 142 143 144 145 148 148 148 151 151 152 154 156
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Work order permissions and roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work order configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work order manager role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work order assignee role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opening the Work Order Management application. . . . . . . . . . . . . . . . . . . . . . . . . . . Work Order Console functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tooltips shown in consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Company and View By fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Work Order form views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Work Order Console preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About sending pages and email messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing audit log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Selecting work order templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Viewing details of a service request associated with the work order . . . . . . . . . 158 Work order life cycleStatus transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Managing work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Adding or modifying a customer profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Work Order form functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Using the Work Order form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Creating work orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Using the Classification tab to classify work orders . . . . . . . . . . . . . . . . . . . . . . . . 169 Entering work information when modifying work orders . . . . . . . . . . . . . . . . . . 170 Creating work order task groups and tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Assigning work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Relating work orders to other objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182 Adding details to a work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 Working with tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Modifying tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Adding work information to a task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Planning the time for tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185 Assigning tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Accepting task assignments and tracking time spent. . . . . . . . . . . . . . . . . . . . . . . 186 Adding financial information to a task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Searching for assigned tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Working with a task in progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 Reassigning tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Canceling tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Closing tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Using BMC Service Level Management with work orders . . . . . . . . . . . . . . . . . . . . . 193 Viewing service targets in Work Order Management . . . . . . . . . . . . . . . . . . . . . . 194 Creating service targets for a work order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Fulfilling work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Viewing truncated data in a work order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Monitoring the progress of a work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199 Opening the BMC Atrium CMDB Console from the Work Order Console . . . . . . . 200 Viewing your profile from the Work Order Console . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Updating assignment availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Searching for records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Using Defined Searches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Using custom searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 Manage My SearchesCreating a custom search with advanced qualifications . . 203 Chapter 4 Service Request Coordinator role 205
Opening the Service Request Coordinator Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Using the Service Request Coordinator Console to manage service requests . . . . . 206 Search criteriaManaging service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Setting preferences in the Service Request Coordinator Console . . . . . . . . . . . . . 211
Working with service requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service request life cycle. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing details in a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding work information to the service request . . . . . . . . . . . . . . . . . . . . . . . . . . Reviewing suggestions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting processes related to the service request . . . . . . . . . . . . . . . . . . . . . . Troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reviewing the approval cycle of a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 5 Fulfillment Provider role
212 213 214 216 218 219 219 223 226 227 228 229 232 233 234 235 237
Relationships of service request states to back-end application states . . . . . . . . . . . Creating service requests from back-end applications. . . . . . . . . . . . . . . . . . . . . . . . . Fulfilling service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing activity log entries in the service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing details of service requests attached to change requests . . . . . . . . . . . . . . . . Viewing details of service requests attached to incidents . . . . . . . . . . . . . . . . . . . . . . Chapter 6 Using the Service Request Designer
Creating requestable services with the Service Request Designer . . . . . . . . . . . . . . . 238 Chapter 7 Localizing BMC Service Request Management 247 248 248 249 250 250 252 252 253 254 255 256 256 257 258 259 259 260 261 263 264 265 271 272 273
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Localizing BMC Service Request ManagementOverview . . . . . . . . . . . . . . . . . . . . Locale fallback mechanism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing SRM objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the AR System server for localization . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing navigational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing SRD levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing AOTs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing questions to use with SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Remapping questions to the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dynamically creating and localizing questions while working on SRDs . . . . . . . . . Localizing surveys in the SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localizing advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Finishing localization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting localization problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the localization utility to change the locale. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A Creating and using advanced interface forms
Advanced interface formsOverview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating advanced interface forms from templates . . . . . . . . . . . . . . . . . . . . . . . . . . . Registering advanced interface forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Relating Mapped and Details tab fields in the Work Order Template form. . . . . . . Creating SRDs with advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Mapping fulfillment application fields to the service request fields . . . . . . . . . . . . . 274 Requesting a service with an advanced interface form . . . . . . . . . . . . . . . . . . . . . . . . 275 Glossary Index 277 283
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Preface
This guide describes how to administer BMC Service Request Management 7.6.00. This application runs on the BMC Remedy Action Request System (BMC Remedy AR System) platform and consumes data from the BMC Atrium Configuration Management Database (BMC Atrium CMDB). BMC Service Request Management provides a consistent user interface where users can request a service or report an incident through the service desk. Users or service desk staff can select services that IT supports from a Service Catalog that the business service manager sets up. BMC Service Request Management works with other processes, such as BMC Remedy Incident Management and BMC Remedy Change Management, to resolve a users request or incident. BMC Service Request Management manages the entire process, from submission to completion.
Type of BMC Service Request Management users

This guide is for the following BMC Service Request Management users: Application administrators who administer the application. Request catalog managers and business service managers who set up the service catalog and define the process for each catalog offering. Service desk staff (or the frontline support staff) who handle the customers calls or web submissions, create or modify service requests, and communicate the resolutions. Fulfillment providers (or backline support staff) who work on change requests, incidents, or work orders that are generated from service requests. Users who consume services from the service catalog and who initiate service requests.
Preface
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BMC Service Request Management 7.6.00
NOTE
Documentation is available to users who report incidents, make change requests, or create work orders from the public view of a service request. It consists of a separate set of help files that are accessed from the web-based forms by clicking the Help link.
New icon
This guide contains the New icon to identify information that is new or substantially changed with version 7.6.00.
BMC Service Request Management documentation

The following table lists the documentation available for BMC Service Request Management. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on product installation DVDs and the Customer Support website (http://www.bmc.com/support). 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 Help links in the application.
Title BMC Service Request Management Release Notes BMC Service Request Management Installation Guide BMC Service Request Management Configuration Guide Document provides Information about new features and known issues. Audience Everyone
Procedures for installing the BMC Service Request Administrators Management application. Procedures for configuring the BMC Service Request Management application. Administrators Everyone Administrators/ Developers/ Programmers
BMC Service Request Management Users Procedures for using the BMC Service Request Guide Management application. Integrating BMC Service Request Management with Custom AR System Applications white paper BMC Remedy Action Request System Configuration Guide Instructions on integrating custom AR System applications with BMC Service Request Management.
Information about configuring AR System servers Administrators and clients, localizing, importing and exporting data, and archiving data.
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BMC Service Request Management documentation
Title
Document provides
Audience
BMC Remedy Action Request System Mid Information about configuring the mid tier, setting Administrators Tier Guide up applications for the mid tier, and using applications in browsers. BMC Remedy Action Request System Form and Application Objects Guide BMC Remedy Action Request System Integration Guide Information about AR System applications and Developers their user interface components, including forms, fields, views, menus, and images. Administrators/ Instructions for integrating AR System with external systems by using web services, plug-ins, Developers/ and other products, including LDAP, OLE, and Programmers ARDBC. Topics on installation and configuration of the Users and Approval Server, how to use the Approval Server, administrators and understanding the approval workflow. Procedures for configuring the BMC Remedy IT Service Management applications. Administrators
BMC Remedy Action Request System BMC Remedy Approval Server Guide BMC Remedy IT Service Management Configuration Guide BMC Remedy Service Desk: Incident Management Users Guide BMC Remedy Service Desk: Problem Management Users Guide BMC Service Level Management Users Guide BMC Remedy Task Management Administrators Guide BMC Atrium CMDB Users Guide
Procedures for using the BMC Remedy Service Everyone Desk: Incident Management application; includes new features and overview. Procedures for using the BMC Remedy Service Everyone Desk: Problem Management application; includes new features and overview. Procedures for using the BMC Service Level Management application; includes new features and overview. Procedures to configure Task Management. Information about using BMC Atrium CMDB, including searching for and comparing CIs and relationships, relating CIs, viewing history, running impact simulations, and viewing federated data. Everyone
Administrators Users
Preface
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Chapter
Introducing BMC Service Request Management

BMC Service Request Management supports the Information Technology Infrastructure Library (ITIL) function of the Service Desk. The Service Desk handles user-facing activities related to basic ITIL processes, such as incident management, problem management, change management, and so on. This section describes the general tasks and user roles of the BMC Service Request Management application. The following topics are provided: What is BMC Service Request Management? (page 16) Calbro Services sample data (page 18) BMC Service Request Management roles (page 19) Opening BMC Service Request Management consoles (page 22) About the Overview Console (page 23) Accessing user information (page 30) Sending and receiving notifications (page 30) Setting application preferences and options (page 32) Broadcasting messages (page 33) Generating reports (page 36) Working with table data (page 40) About Internationalization and localization (page 43)
Chapter 1 Introducing BMC Service Request Management
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What is BMC Service Request Management?

BMC Service Request Management is the entry point from which IT customers can interact with the IT organization. Users select IT or other business services from a Service Catalog, which the Business Service Manager sets up. Service request fulfillment is easily tracked through the optional BMC Service Level Management application. In addition to service fulfillment through BMC Remedy Change Management or BMC Remedy Incident Management, BMC Service Request Management supports any generic work-order process. The following figure illustrates the BMC Service Request Management solution.
Figure 1-1: BMC Service Request Management solution
BMC Service Request Management shares a common foundation with BMC Remedy IT Service Management (BMC Remedy ITSM); both applications are built on BMC Remedy AR System. BMC Service Request Management leverages the foundational elements of the BMC Remedy IT Service Management Suite (for example, workflow, approvals, task management, notification, email, and so on). This integration platform simplifies and reduces the management costs. BMC Service Request Management also captures the relationships between catalog items and business service definitions through its integration with the BMC Atrium CMDB. BMC Service Request Management ties into service level management (SLM) so that request service targets are rolled into comprehensive service level agreements and contracts. BMC Service Request Management is integrated with BMC Remedy Change Management and BMC Remedy Incident Management. You can also integrate BMC Service Request Management with other third-party applications.
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What is BMC Service Request Management?
Benefits of BMC Service Request Management

BMC Service Request Management solves the business problem of customers not knowing where or how to request services. They might not even know which services IT provides. BMC Service Request Management helps internal groups manage customer expectations; for example, it provides information about the level of service employees should expect when their PC hard drive is broken or they have lost their password. In addition, support organizations do not always understand how much money is spent on service fulfillment or its quality. They frequently do not know where requests are coming from, what types of requests they receive most often, and what their service goals are and whether they are meeting them. BMC Service Request Management helps support organizations understand customer expectations and how to fulfill them. BMC Service Request Management can show the value that support organizations provide to the business by demonstrating the actual cost of the services they offer and providing insight into the resources necessary when providing certain kinds of services. Following are some of the benefits of using BMC Service Request Management: Standardized catalog of servicesIn an easy-to-use web user interface, users can review 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 about 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. This seamless integration makes sure service delivery is consistent and reduces service delivery costs through automation. Complete tracking and management of requests from start to finishYou can build and manage service targets for the delivery of all services through the entire life cycle of the service request; for example, you can demonstrate that a request for a new server takes four days to fulfill. You can make sure that service delivery is on time and meets customer satisfaction. You can enable more effective management of customer demand, your resources, and business costs.
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Main components of BMC Service Request Management

BMC Service Request Management consists of the following main components: Self-service interfaceEntry 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 on services that IT provides its customers in terms that are relevant to users, described in the customers language. The service catalog maintains operational information about available services that can be selected by users. Each of these SRDs can have a business process defined and automated. Each SRD provides the characteristics required to facilitate the selection and execution of delivery for a given service offering. This includes attributes, such as categorization, effective start and end dates, pricing information, approval and service level management criteria, and the definition of application objects that will support the delivery of a 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 work of the request (for example, an incident or a change request).
Calbro Services sample data

A fictional company named Calbro Services helps explain how BMC Service Request Management principles and procedures are used in practice. Although Calbro Services is a fictional company, it is based on research of BMC Software customers. Learning how Calbro Services manages the change request life cycle can be useful as you use BMC Service Request Management in your environment. Calbro Services, a large, global company, is headquartered in New York City and publicly traded on the New York Stock Exchange. The company has 27,000 employees in 240 offices located in 20 countries. The following table describes key business services in Calbro Services.
Service Online banking WWW presence Discount equity brokerage Sales force automation Customer support Mass marketing Description 500 ATMs in major cities Corporate site and online brokerage services Online and storefront services Automated sales activities such as leads, orders, reports, and so on Support centers in the United States, Europe, and Asia World-wide marketing campaigns aimed at making Calbro Services a household name
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BMC Service Request Management roles
TIP
If the Calbro Services sample data is installed on your server, you can log in to BMC Service Request Management and follow the use cases described in this guide.

BMC Service Request Management defines the following roles: User role Business manager role SRM administrator role Service catalog manager role Business Relationship Manager role Work order manager and work order assignee roles Service request coordinator role Fulfillment provider role The responsibilities of these roles can vary from organization to organization, and in some organizations, one person can fulfill several roles.
User role
A user requests services from the catalog. Users submit requests (for example, to reset a password or add memory to their PC). They use the Request Entry console to browse the catalog to find the particular service for each request. After users submit their requests, they use the console to keep track of the status of each request. If they have the necessary permissions, users can make requests on behalf of other users. In addition, the IT organizations in large companies can use BMC Service Request Management to manage the technical intra-IT requests that they receive from their own departments (for example, to add an extent to a database). For more information, see the BMC Service Request Management Users Guide.
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Business manager role

The business manager is responsible for managing users. Business managers use BMC Service Request Management to perform the following activities: Approving requests. For example, the business manager might be notified and required to approve all requests from his organization in which the price is greater than $500. Reviewing the consolidated or individual status of service requests in the organization. Running reports on service requests. For more information, see the BMC Service Request Management Users Guide.
SRM administrator role

The SRM administrator installs and licenses the BMC Service Request Management application, and configures it to meet your organizations business needs. The SRM administrator might also integrate a third-party application with BMC Service Request Management. For more information, see the following guides: BMC Service Request Management Installation Guide BMC Service Request Management Configuration Guide
Service catalog manager role

Service catalog managers (also called request catalog managers) create and manage SRDs (the fulfillment process definitions within the service catalog). They work closely with business relationship managers to build and implement the requests from the business. To build the process, the service catalog manager must understand the data that must be provided to the steps in the process and the connections to the back-end service fulfillment applications. They also manage the process as SRDs move from draft to approval, and then to deployment.
Business Relationship Manager role

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: Working with the service catalog manager to define SRDs inside the service catalog, including examining service request trends and creating SRDs based on that analysis (for example, if users are having ongoing problems changing their passwords, the business relationship manager and the service catalog manager might create a specific SRD for that service request).
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Negotiating service targets for requests. Reviewing request delivery achievement with IT and business management to make sure business expectations are being met.
Work order manager and work order assignee roles

Work order managers are usually outside 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 create a service request for a new employee, your request would create a work order to the facilities department for a new office, another work order to the telecommunications department 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 also function as the work order assignee who performs the tasks for the work order. Work order managers are responsible for work order management, (for example, tracking the work order). Work order managers use the Work Order Console to manage work orders. Work order assignees are responsible for implementing assigned work orders. They use the Work Order Console to create work order tasks.
Service request coordinator role

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. Service request coordinators do not typically work the requests themselves; that responsibility is the task of the fulfillment providers. Service request coordinator activities include: Making sure that requests are executed on time. Reviewing the approval status of requests. Troubleshooting issues with request fulfillment.
Fulfillment provider role

After a request is approved, the execution process starts, which causes the request to be sent to the back-end service fulfillment application. When a service is requested, that request generates one or multiple incidents, change requests, or work orders. Fulfillment providers are in charge of fulfillment requests (for example, working as the change assignee, incident assignee, or the work order assignee, to make sure that the request is fulfilled properly).
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Fulfillment providers work with a back-end fulfillment application doing their typical job (for example, using BMC Remedy Change Management to work on change requests). They complete their tasks in the fulfillment application and update their task status in their specific applications. The states in the back-end fulfillment applications are rolled up into the request status that is visible to users. For more information, see the following: Relationships of service request states to back-end application states on page 228. Integrating BMC Service Request Management with Custom AR System Applications white paper.
Opening BMC Service Request Management consoles

You can open BMC Service Request Management through BMC Remedy User or through a browser.
To open the main console by using a browser

1 Type the following URL in to your browsers address bar: http://webServer:port/arsys/apps/ARServer/Home Page
webServer is the fully qualified name of the BMC Remedy Mid Tier system, specified in the format server_name.company.com. port is
an optional port number, which is needed if the web server is not on the default port (port 80). the name of your BMC Remedy AR System server.
ARServer is
2 Enter your user name and password, and click Login.
The IT Home page appears. Here you have access to all the BMC Service Request Management consoles.
3 In the navigation pane (for example, in the Request Entry console), click one of the
Service Request Manager console links.
To open the main console by using BMC Remedy User

1 Choose Start > All Programs > BMC Software > AR System > BMC Remedy User. 2 In the Login dialog box, follow these steps: a In the User Name field, type your user name.
Guest users and unknown users who are not associated with a company must log in using the default set up by their company.
b In the Password field, enter your password.
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About the Overview Console
c In the Preference Server field, specify the server name if your administrator set
up a preference server for centralized user preferences. For example, if you have a report server from which you can access predefined reports, specify it here.
3 Click OK.
The IT Home page opens automatically. If it does not, perform these steps in BMC Remedy User:
a Choose Tools > Options. b In the Options dialog box, click the Home Page tab. c Select the check box to open the home page automatically. d Log out of BMC Remedy User, and log in again. 4 In the IT Home page, click the BMC Service Request Management console link in
the navigation pane.

5 In the navigation pane (for example, in the Request Entry console), click one of the
Service Request Manager console links in the navigation pane.

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

1 Launch your browser as described in You can open BMC Service Request
Management through BMC Remedy User or through a browser. on page 22.

2 On the IT Home page, under the Foundation Elements heading, click the Overview
Console link.
To open the Overview Console in BMC Remedy User

1 Open BMC Remedy User as described in To open the main console by using BMC
Remedy User on page 22.

2 On the IT Home page, under the Foundation Elements heading, click the Overview
Console link.
Assigned Work table

The Assigned Work table lists different types of requests, depending on the applications that are installed. A special prefix identifies each type of request, as described in the following table:
Prefix REQ WO CRQ TAS SDB INC PBI PKE PR Request type Service request Work order Change request Task Solution database entry Incident Problem Known error Purchase requisition Additional application required None None BMC Remedy Change Management None BMC Remedy Problem Management BMC Remedy Incident Management BMC Remedy Problem Management BMC Remedy Problem Management BMC Remedy Asset Management
You can change the tables contents by using the Company filter and the Console View fields at the top left corner of the console. See Using Company and Console View on page 26. From BMC Remedy User, if there are more entries than the system can show in the table, choose either Next or Prev to see the next grouping of entries. When using a browser, use the arrow keys at the top of the table. You can create entries by clicking the Create button that appears below the table. See Creating requests on page 25.
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You can view requests and refresh the Assigned Work table. See Working with table data on page 40. You can also perform helpful quick actions with records that appear in the Assigned Work table (for example, printing). See Quick actions on page 28.
Viewing requests
You can view different types of requests from the Overview Console, depending on the applications you have installed.
To view requests
1 Open the Overview Console. 2 Select a request from the Assigned Work table. 3 Click View.
The request appears in the application in Search mode. For example, if you selected a change request, the request appears in the Change form.
Creating requests
From the Overview Console, you can create requests, depending on the applications you have installed.
To create requests
1 Click Create.
The Select Request Type dialog box appears.
NOTE
The available request types depend on which applications are installed on your system.
2 Select a request type of Infrastructure Change. 3 Click Select.
The application appears in New mode.

4 Enter the required information to create the request.
See Working with service requests on page 212.
Searching for requests

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

1 Click Search. 2 The Select Request Type dialog box, select a request type. 3 Click Select.
The application appears in Search mode.

4 Enter search parameters as needed to search for the request.
See Working with service requests on page 212.
Resetting data
After you create or modify a record, click Set to Defaults to see the latest changes in the Assigned Work table. For more information, see Working with table data on page 40.
Broadcast messages
Use the broadcast feature, which results in the Broadcasts table on the lower portion of the console, to view and create messages that can be viewed by the entire organization or by users in the support, approver, management, and administrator groups. For more information, see Broadcasting messages on page 33.
Navigation pane
The pane on the left side of the console is the navigation pane.
Using Company and Console View

The links under Company and Console View help you filter requests you see in the Assigned Work table, as follows:
Link Company Action Filters the requests, based on the company. The content of this list is tenancy-driven, subject to access to companies. If you have permissions to view only a single company, only that company appears in the list. Clearing the field shows all records to which you have access. Shows the requests that are assigned to you.
Personal
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Link Selected Groups
Action Shows the requests that are assigned to your support group: Show AllShows all requests. Show UnassignedShows all the requests that are unassigned.
All My Groups
Shows the requests that are assigned to the support groups that you belong to. If you belong to more than one support group, the requests for all those groups appear. Show AllShows all requests. Show UnassignedShows all the requests that are unassigned.
Using Console Functions links

The Console Functions links enables you to define which requests to view. Select Status ValuesEnables you to show only those records in a certain state (for example, All Open Incidents). See Viewing requests based on status on page 28. My ProfileEnables you to set your profile. See Updating your profile on page 28. Application PreferencesEnables you to set preferences and options for the Overview Console. See Setting application preferences and options on page 32.
Using other applications

The Consoles area on the navigation pane of the Overview Console contains links to view additional applications that you have access to: Incident ManagementOpens the Incident Management console. Problem ManagementOpens the Problem Management console. Change ManagementOpens the Change Management console. Release ManagementOpens the Release Management console. Asset ManagementOpens the Asset Management console. Contract ManagementOpens the Contract Management console. Software Asset ManagementOpens the Software Asset Management console. Approval ConsoleOpens BMC AR System Approval Central so that you can view the requests pending approval. CMDBOpens the BMC Atrium CMDB console. SLMOpens the BMC Service Level Management Console. The links that appear in the navigation pane are determined by the applications that are installed in addition to BMC Service Request Management.
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Viewing requests based on status

The Select Status Values dialog box enables you filter to the requests that appear in the Overview Console based on their status.
To select status values

1 From the Overview Console, click Select Status Values. 2 In the Select Status Values dialog box, select the status values for each category
from the lists.

3 When you finish selecting the values, click Select. 4 If the Assigned Work table does not refresh with the filtered records, click Reset to
reload the tables contents.
Updating your profile

You can view and edit your personal profile. When you click My Profile, the People (Search) form appears. In this form, you can: Update company information, such as organization, business, and home address, and so on. View permissions. View nonsupport staff profiles. For detailed information about the People form, see the BMC Remedy IT Service Management Configuration Guide.
To edit your profile

1 Click My Profile. 2 Update the information at the top of the People form, or click the tab
corresponding to the area in which to change the profile information. Make your changes by selecting from the various lists that are available.
3 When you finish making the changes, click Save.
Quick actions
The Overview Console enables you to perform certain quick actions on the records. Select the action and click Execute. PrintEnables you to select records and print their contents. See Printing records on page 29. Home PageOpens the IT Home page.
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Printing records
You can preview records that appear in the Overview Console, and export or print them to keep for filing purposes or to share with someone who does not have access to the application.
To print or export the record

1 From the Overview Console, select the record to print.
NOTE
If the record is already open and you want to print it, click Print at the bottom of the form to open the Business Objects Report Preview dialog box, and go to step 4.
2 At the bottom of the console, open the Quick Actions selection box. 3 Select Print, and click Execute.
The Business Objects Report Preview dialog box appears, enabling you to view the record before you print it.
4 Click the print icon on the menu bar at the top of the dialog box.
When the print confirmation dialog box appears, click Print, to send the record to your local printer.
TIP
If you already have the record open, you can click Print at the bottom of the form. This opens the Business Objects Report Preview dialog box, from which you can print.
Refreshing record status

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

When you create or monitor requests, you frequently work with requester information. For example, you might need to search for a requester in the database. If the requester does not yet exist, you must create a requester. Or, you might need to change existing requester information. The People form contains the BMC Service Request Management application user records. You can access this form in different ways: Select People on the Application Administration Console. Select My Profile on the Overview Console or the Work Order Console Console. You can then see your user record. Click in the Last Name field on a form or dialog box, enter partial information that you might know about the individual or whom you are looking, and press ENTER. Information stored here is used to automatically fill in requester information fields in many forms. For more information, see the BMC Remedy IT Service Management Configuration Guide.
Sending and receiving notifications

When a service request moves to a new status (for example, Pending or Planning), BMC Service Request Management generates notifications. Based on your group or role, you might receive notifications during various service request or work order status changes.
IMPORTANT
By default, users triggering actions do not receive notifications of that action. For example, users logging into the system and assigning a work order to themselves are not notified. The system assumes users know they performed the action and bypasses the notification. Some BMC Service Request Management notifications are not triggered by status transitions but by separate actions. For example: Signature notificationsApprovers receive a notification that they were chosen as approvers when the signature is created. Group notificationsGroup notification will be sent to the assigned group when the assigned group changes. AssignmentsAfter a record is assigned or if its assignment changes, this action triggers a notification to the assignee regardless of the records status. BMC Service Request Management also includes conditional notifications. These notifications occur in certain conditions but not in others. For example, group notifications for a work order are sent only if there is no assigned individual.
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Sending and receiving notifications
For more information, see Managing service request notifications on page 87. For more information about notification preferences, see the BMC Remedy IT Service Management Configuration Guide.
Service request notifications by roles

The following table lists the service request status changes that trigger notifications and the BMC Service Request Management roles to which they are sent.
Current status Draft In Cart In Review Pending Waiting Approval Requested for Not applicable Not applicable Not applicable Not applicable Not applicable Requested by Not applicable Not applicable Not applicable Yes Yes
Note: The Requested By user
also receives a notification after the request is approved. Planning Assignment In Progress Completed Closed Rejected Canceled Not applicable Not applicable Not applicable Yes Not applicable Not applicable Not applicable Yes Not applicable Not applicable Yes Not applicable Not applicable Not applicable
Service request assignees receive notifications when the request is assigned to them. This action can happen at any status but typically occurs at the beginning of the tickets life during In Review. The notification does not list a status but simply notifies the assignee that the service request is assigned to him or her.
Work order notifications by groups

The Request Manager and Request Assignee groups are notified when they are assigned a service request, if no individual is assigned in the group.
NOTE
Group notifications are fired by an escalation. There is a slight delay between the triggering state of the record and the sending of notifications to group members.
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Work order notifications by roles

The following table lists the service request states that trigger notifications and the BMC Service Request Management roles they are sent to.
Current status Assigned Pending Waiting Approval Planning Requested for Yes Yes Yes
Note: A notification
Requested by Yes Yes Yes

Note: A notification
Work order assignee Work order manager Yes Not applicable Not applicable Not applicable Yes Not applicable Not applicable Not applicable
is sent when the work order is approved, which can be seen when the request goes to Planning. In Progress Completed Rejected Canceled Closed Yes Yes Yes Yes Not applicable
is sent when the work order is approved, which can be seen when the request goes to Planning. Yes Yes Yes Yes Not applicable Not applicable Not applicable Not applicable Yes Not applicable Not applicable Not applicable Not applicable Yes Not applicable
Setting application preferences and options

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

1 From the Overview Console, choose Console Functions > Application Preferences.
The Application Preferences form appears. The Work Order Management tab always appears with BMC Service Request Management. Based on additional applications that you have installed on your system, you might see other tabs (for example, BMC Remedy Change Management or BMC Remedy Incident Management).
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Broadcasting messages
2 Edit the application settings as needed.
For example, you must set Show Work Order to Yes to display work orders in the Overview Console. To edit the Work Order settings, see Setting Work Order Console preferences on page 151.
3 Click Save.
The broadcast feature enables you to send messages to your entire organization, selected groups in the organization, and to external customers. You can use this feature to send messages about work in progress, system status, planned work, and so on. You can also use this feature to view messages that were broadcast to you from other groups in your organization. Broadcasts are filtered by the logged-in users company, based on the following criteria: Broadcasts are defined for the logged-in users company If the logged-in users company cannot be determined, only Global broadcasts appear. Only broadcasts defined for the Global company are shown to guest users, who are not associated with a company.
Setting broadcast default preferences

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

1 From the Request Entry console, Service Catalog Manager Console, Service
Request Coordinator Console, or the Business Manager Console, choose Functions > Preferences.
2 In the Service Request Management Preferences form, click, click the Request
Entry tab.
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3 In the Broadcast Auto Popup field, specify one of the following default settings:
NeverAdministrator and users never see the broadcast warnings. On Console OpenAdministrator and users see the broadcast warnings when the console opens. On New BroadcastAdministrator and users see the broadcast warnings only when there is a new broadcast.
4 Click Save.
Creating broadcast messages

To create a broadcast, you must have the functional role of Broadcast Submitter. See the BMC Remedy IT Service Management Configuration Guide for details.
To create a broadcast message

1 From the Overview Console, click Create, which appears below the Broadcast
table.
2 Enter information in the following required fields:
CompanySelect the company to which this broadcast pertains. Only users with access to this company see the broadcast. If you select Global from the Company list, the broadcast is sent to everyone. The Company field is mandatory. If you fill in the other location fields, however, you can indicate a specific part of the company. For example, you can specify the site, organization, or department. SubjectA short description of what the broadcast is about. Broadcast MessageThe text of your message. Broadcast TypeSelect a broadcast type from the list. Broadcast Start Date and Broadcast End DateTo start the broadcast now, click in the Broadcast Start Date field, and press ENTER. To select a date from the calendar, click the Browse button next to the field, and use the calendar that appears to select the date on which the broadcast is to start and the date on which you want it to end. You can also specify times of the day by using the Time feature at the bottom of the calendar. Broadcast Originated FromThis is filled in by the system. The contents depend on where you are creating the broadcast. If you broadcast from an investigation, this is set to Problem Investigation. Broadcast Originated From IDThis field is populated by the system, but only when you create a broadcast from a record. If you create a broadcast from the main console, the field appears disabled. View AccessSelect Internal to make the broadcast visible only to members of your organization. Select Public if you also want the broadcast visible from the Request Entry console.
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NotifySelect Yes if you want a broadcast notification automatically sent to an individual or group. If you select Yes, an Email button and the Notify Support area appears. Use the Manual Email button to manually send an email about the broadcast to a person or group. When the Email System form appears, enter the recipients email address in the Internet Email field, click Send Email Now. Use the Notify Support area to indicate which group to notify of the broadcast. You must complete the fields, Support Company, Support Organization, and Support Group fields. The notification is sent at the time and on the date specified in the Broadcast Start Date field. PrioritySelect a priority level for the broadcast. The choices are Low, Medium, and High.
3 (optional) To add an attachment to the Broadcast, right-click inside the table, and
select Add. The Add Attachment dialog box appears. Use this to indicate the file to attach. Click Open to attach the indicated file. You are limited to one attachment for each broadcast.
4 (optional) To enable members of another group to modify the message, follow these
steps:
a Click the Authoring Groups tab, and click Manage Authoring Groups. b In the Authoring Group dialog box, select from the lists to indicate which
groups have authoring rights.

c Click Add.
NOTE
The support group you belong to appears in the table by default.
5 Click Save.
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 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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To view broadcasts
1 You can view broadcast messages from the following locations:
From the Overview Console or the Work Order Console, select the message to view from the Broadcast table, and click View. From the Service Request Coordinator Console or the Business Manager Console, click View Broadcasts.
2 To view another message, close the View Broadcasts dialog box, select the
broadcast message to view from the table, and click View. The message details appear.
Creating or modifying a broadcast message

To create or modify a broadcast message from the View Broadcasts dialog box, click either Create or Modify. Both actions open the New/Modify Broadcasts dialog box. If you are creating a message, follow the instructions provided in Creating broadcast messages on page 34. If you are modifying the message, edit the fields according to the changes to make. Click Save when you finish making your changes.
Generating reports
BMC Service Request Management activities mostly center around service request analysis (for example, determining the length of time spent on service requests, types of services requested, and frequently repeated requests). You can use a variety of predefined reports to give you quick and easy access to information about these BMC Service Request Management 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 by using qualifications. You can also generate reports, with your own qualifications, advanced qualifications, and saved qualifications.
NOTE
Before creating a Crystal report, configure the ODBC settings on the computer you are using to create the report. For this procedure, see the BMC Remedy Action Request System BMC Remedy Mid Tier Guide. For more information, see the following sections: Generating predefined BMC Service Request Management reports on page 37 Generating standard reports on page 38 Generating reports using by qualifications on page 38
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Generating reports
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. 2 In the Options dialog box, click the Advanced tab. 3 In the Report Server field, enter the name of the server that you are currently
logged in.
4 Click OK.
NOTE
If you are having formatting problems in viewing reports on the Web, ask your administrator to make sure report configuration settings are correctly defined in the AR System User Preference form, as described in the BMC Remedy Action Request System Configuration Guide.
Generating predefined BMC Service Request Management reports

The BMC Service Request Management application includes predefined reports that are designed to help various BMC Service Request Management managers monitor activities related to their service desk. For more information, see the BMC Service Request Management Users Guide.
To generate a predefined BMC Service Request Management report

1 From the Service Catalog Manager Console, the Service Request Coordinator
Console, the Work Order Console, or the Business Manager Console, choose Functions > Reports.
2 From the Report Console, select a report name.
The list varies according to which other applications are installed.

3 Select a destination for your report, and click Run Report.
Your report is sent to the specified destination.
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Generating standard reports

Use this procedure to generate a standard report, without using qualifications (see Generating reports using by qualifications on page 38 for information about generating reports with qualifications).
To generate standard reports

2 From the Report Name list on the Report Console, select the report to generate.
For a complete list of reports, see the BMC Service Request Management Users Guide.
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 an output destinations, and click Run Report.
Generating reports using by qualifications

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

2 Select a report from the Report Name list. 3 Click the Select Saved Qualification button. 4 The Saved Qualifications dialog box, 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.


Generating reports
To create a qualification for generating reports

2 Select a report from the Report Name field. 3 Select a field on which to search by clicking the arrow and selecting from the list in
the first column. For example, if you are generating a report of 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.)
4 Select a qualifier from the Operand list.
For example, to find matching values, select the equal sign (=).
5 Type the value by which to qualify the search in the Value field.
For example, to find service requests created by Allen Allbrook, type Allen
Allbrook. 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 by using a saved qualification on page 38.
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.
To use an Advanced Qualification to further narrow your search

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

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

4 Select a qualifier from the display. Chapter 1 Introducing BMC Service Request Management 39
5 Add values by typing directly in the Qualification field. 6 Click Select when you have finished creating your advanced qualification to return
to the Report Console. The qualification appears in the Qualification field in the Report Console.
7 Click Save Qualification to save your qualification. You are prompted for a
qualification name. Enter a name and click OK.

8 Select a destination for your report.
FileYour report is saved to a file at the location and in the format you specify. PrinterYour report is sent to the printer specified in the Print Setup dialog box. ScreenYour report appears in a separate window.
9 Click Run Report.
Overriding the internal Crystal reports qualification

To run the reports by using a data qualification that is different from the internal Crystal reports qualification, you must update the Report form data for the report. The value in the Override Query In Report field indicates whether the internal qualification should be overridden by a qualification that is built in the Report Console form (Qualification field value). Select Yes for the Override Query In Report option to specify your report data qualification on the Report Console form, and run the report by using that qualification. This changes the behavior for all users who run the report.
TIP
If necessary, you can configure ODBC settings for Crystal reports to eliminate the login prompt when running reports from BMC Remedy User. See the BMC Remedy Action Request System Integration Guide.
Working with table data

BMC Service Request Management contains tables that display data. You can update the data in these tables to show any new information, sort the data, and print it. For example, when you open the Request Entry console, the Assigned Requests table shows the service requests that you have created.
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Working with table data
Viewing and updating the table data

Click the Preferences list to remove or add columns from the table. Click Reset to restore the table field to its defaults. Click the Set to Defaults button. This loads the latest data to the table. The administrator can set a limit on how many records are loaded into the table. Use the scroll bar on the right to scroll through the entries in the table. Select a request and click the View button to view the request. From BMC Remedy User, you can also right-click in the table and select the following: Refresh All in TableLoads the latest data to the table and overrides any limitations the administrator might have set on how many records can be returned. If a large number of records is returned, your servers performance might be slower. This option is only available for select tables (for example, it does not apply to tables on the consoles). Clear TableRemoves the table data. To view new data, click in the table.
To sort the table data

1 Click the header of the column by which to sort the table.
The list of items is ordered according to that column.

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

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

2 Enter the printing specifications in the Print dialog box, and click OK.
To print the table data in BMC Remedy User

1 Right-click in the table, and choose Print Table.
This prints a list of the items in the table, including those that are not in view.
2 Enter the printing specifications in the Print dialog box, and click OK.
Keyboard shortcuts in BMC Remedy AR System clients

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

To do this: Copy the contents of all fields onto the clipboard Copy the selection onto the clipboard Paste the selection Display the selected request Delete a request (administrators only) Clear all entries in the forms fields View the status history for the request View Alerts Open your designated Home Page Exit an application list, view field, or flashboard that is in focus Open the Object List to open forms, guides, and applications Copy all field information in the current form to a new request while in Search or Modify mode Open the Find Forms dialog box Fill the fields of the form with default information Close the current window Close all windows Cut the selection, and copy it to the clipboard Save the current request, and go to the next request in the results list Reverse (undo) the last action in a character or diary field Close a dialog box without saving changes Press: Ctrl+A Ctrl+C Ctrl+V Ctrl+Alt+D Ctrl+D Ctrl+E Ctrl+H Ctrl+L Alt+Home Ctrl+J Ctrl+O Ctrl+T
Open the Run Macro dialog box from where you can run a macro Ctrl+I
Open the Print dialog box where you can print the current window Ctrl+P Ctrl+F Ctrl+U Ctrl+F4 Ctrl+W Ctrl+X Ctrl+Y Ctrl+Z Esc
Display context-sensitive help for the dialog box (when a dialog F1 box is displayed). Opens BMC Remedy User help when a form is displayed Display context-sensitive help for the dialog box (when a dialog box is displayed) Display Whats This help for the form (when a form is displayed) Switch the Details pane to New mode Switch the Details pane to Search mode Refresh the search Switch focus between the Results and the Details pane Paste the contents from the clipboard to the current location Select the previous request in the results list Select the next request in the results list In New or Modify mode, save changes to the request; In Search mode, perform a search Shift+F1
F2 F3 F5 F6 Shift+Insert Ctrl+Page Up Ctrl+Page Down Ctrl+Enter
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About Internationalization and localization
To do this: Navigate through forms Open a text editor or diary editor for a text field or diary field, or open a calendar or time control for a date or time field Open the list in a menu field Execute an active link in a multiple-line field (usually used on machines without a mouse) Go to the beginning of the current field Go to the end of the current field Go to the first field on a form Go to the last field on a form
Press: Ctrl+Tab Shift+Alt+F7 Alt+ or Alt+ % Shift + Alt + F5 Ctrl+Home Ctrl+End Shift+Ctrl+Home Shift+Ctrl+End
In Search mode, take you to the Advanced Search Bar if it is visible ALT+S (Press F6 to return to the fields on the form.) In accessibility mode, access a list attached to a character or diary ALT+M field Refresh an unloaded table (when focus is on the table) Return
Keyboard Shortcuts in the Report Window

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

The BMC Service Request Management 7.6.00 application is localized in the following languages: English Japanese French Italian
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German Spanish Simplified Chinese Korean Brazilian Portuguese In addition, localized help is available to users who are working in the Request Entry console and the Business Manager Console. It consists of a separate set of localized HTML help files that are accessed from the web-based forms by clicking the Help link. For more information about making help available to your users, see the BMC Service Request Management Installation Guide.
BMC Service Request Management support for internationalization

BMC Service Request Management is built on AR System, which is a fully internationalized environment. This environment includes internal support for different character sets and a full suite of features that enable administrators to produce localized applications. In addition, support is provided for a locale model in which users can specify their language and formatting preferences to have the application delivered in the style that is the most useful to them. With this model, the same application can be delivered simultaneously to different users in multiple languages.
Localizing BMC Service Request Management

You can localize BMC Service Request Management in the following ways: You can define Navigational Categories and SRD Levels in multiple languages. You can define the display properties for application object templates (AOTs), process definition templates (PDTs), and service request definitions (SRDs) in multiple languages. The display properties of these object are then automatically related to each other. You can define Questions in different languages. The display properties of Questions (unlike, for example, AOTs) are not automatically tied to each other. Users can see the SRDs available in their own language. All the instances created from the SRDservice request, product definition instance (PDI), application object instance (AOI)are created in the requester language.
NOTE
For detailed information, see Localizing BMC Service Request Management on page 247.
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Chapter
Service Catalog Manager role
The Service Catalog Manager usually defines ITs offerings in a Service Catalog Manager Console and the process for each service request definition (SRD). The SRD is a type of service offering, communicated to users through the service catalog.
NOTE
The Service Catalog Manager must have Request Catalog Manager permissions. The following topics are provided: Creating PDTs and SRDsQuick Start (page 46) Opening the Service Catalog Manager Console (page 48) Setting Service Catalog Manager Console preferences (page 49) Using the Service Catalog Manager Console to manage PDTs (page 50) Using the Service Catalog Manager Console to manage SRDs (page 54) SRD relationship to PDTs and AOTsDefinition and execution phases (page 60) Working with PDTs (page 63) Dynamic data flowMapping data between applications (page 75) Service request definition life cycle (page 82) Working with SRDs (page 84) Using the approval process with SRDs (page 115) Defining service targets for SRDs (page 120) Deploying the SRD (page 123) Building SRDs that use dynamic data flow (page 124) System SRDs shipped with BMC Service Request Management (page 127) Exporting SRDs and PDTs (page 128) Importing SRDs and PDTs (page 131) Viewing the history of imports and exports (page 135) Migrating BMC Service Request Management from test to production environments (page 135)
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Creating PDTs and SRDsQuick Start

To get BMC Service Request Management 7.6.00 up and running quickly with a minimum of configuration, the Service Catalog Manager must perform the following steps.
Action Comments For more information, see The quick start section in the BMC Service Request Management Configuration Guide Opening the Service Catalog Manager Console on page 48 See also: Using the Service Catalog Manager Console to manage PDTs on page 50 Using the Service Catalog Manager Console to manage SRDs on page 54 Pick one of the process definition template (PDT) types: Standard PDT Quick Launch PDT Localize the PDT. Use one of the following methods to create the SRD: Use the Service Request Designer (new to 7.6.00). Use the Service Request Definition form (the traditional method). Pick one of the service request definition (SRD) types: Standard SRD Quick Launch SRD
Note: You cannot combine PDT and
Verify with the SRM administrator that You also need navigational the application template and the AOT categories and Browse for Service are configured for you to use. details. Open the Service Catalog Manager Console. None
SRD types. For example, you must use a standard PDT with a standard SRD. None
Note: The Service Request Designer
Creating a standard PDT on page 67 Creating a quick launch PDT on page 73 Localizing PDTs on page 254 Creating requestable services with the Service Request Designer on page 238 Working with SRDs on page 84
is a simple wizard that creates basic SRDs, with minimal or no training required. Users can make new services available in minutes. But you can still use the traditional method to create SRDs.
SRD types. For example, you must use a standard PDT with a standard SRD.
Creating a standard SRD on page 89 Creating a quick launch SRD on page 91 Adding more information to the SRD on page 93 Adding a standard process template to the SRD on page 98 Adding a quick launch process template to the SRD on page 99 Adding questions and mapping variables on page 100
Add additional information to the SRD None (for example, locales, service levels, and so on). Add the PDT to the SRD.
SRD types. For example, you must use a standard PDT with a standard SRD.
Add questions, text, or service request Note: Not applicable for Quick Launch SRD. fields to the SRD.
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Creating PDTs and SRDsQuick Start
Action Add a business service (configuration itemCI) to the SRD. Include service request approvals, surveys, or service coordinator group in the SRD. Add entitlements to the SRD.
Comments None None
For more information, see Adding a business service to the SRD on page 107 Entering information on the Service Request tab on page 109 Selecting entitlement information for SRDs on page 111 Localizing SRDs on page 255 Using the approval process with SRDs on page 115 Defining service targets for SRDs on page 120
None
Localize the SRD. Define SRD approvals. Define service targets for the SRD.
None
Note: Not applicable for Quick
Launch PDT. Available only if you have BMC Service Level Management installed.
Deploy the SRD to your user community.
Enables the SRD to be shown in the Deploying the SRD on Request Entry console. page 123
As the Service Catalog Manager, you can think of your job as creating two of the basic building blocks used in BMC Service Request Management.
Figure 2-1: SRM building blocks used to create a PDT and an SRD
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If you perform this minimum level of PDT and SRD creation described in this section and you deploy the SRD, the SRD automatically appears in the Request Entry console. Users can then search for available services, and submit and view their requests.
NOTE
Summary records created for the ITSM Requester Console are automatically converted to SRDs when BMC Service Request Management is installed.
Opening the Service Catalog Manager Console

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

1 Type the following URL in to your browsers address bar: http://webServer:port/arsys/apps/arServer/Home Page
an optional port number, which is needed if the web server is not on the default port (port 80). the name of your AR System server.
arServer is
2 Enter your user name and password, and click Login. 3 In the IT Home page, under the BMC Service Request Management heading, click
the Service Catalog Manager Console link. The Service Catalog Manager Console appears.
To open the Service Catalog Manager Console from BMC Remedy User
1 Log in to BMC Remedy User with your AR System login information. 2 In the IT Home page, under the BMC Service Request Management heading, click
the Service Catalog Manager Console link. The Service Catalog Manager Console appears.
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Setting Service Catalog Manager Console preferences
Setting Service Catalog Manager Console preferences

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

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

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

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

5 Click Save.
You must close and re-open the Service Catalog Manager Console for the changes to be shown.
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Using the Service Catalog Manager Console to manage PDTs

The Service Catalog Manager Console provides a dedicated workspace where you can manage process definition templates (PDTs). From the Service Catalog Manager Console, the Service Catalog Manager can define the implementation process for each catalog offering. The console enables you to easily create fulfillment processes. For each Service Catalog offering, the Service Catalog Manager can define a business process. You can reuse these processes for multiple service requests. According to one Help Desk Institute (HDI) study, if end-to-end business processes have been mapped, it will be easier and quicker to relate those end-toend processes with supporting IT and other business services. The Service Catalog Manager Console of the BMC Service Request Management module supports these best practices as defined by HDI. The following table shows the Service Catalog Manager Console objects and their functions, and refers to where you can get more information.
Console area Company (navigation pane) Console Focus (navigation pane) Functions (navigation pane) Function Specifies which company records to work on. Enables you to switch between editing SRDs (the default) or editing process definition templates (PDTs). Enables you to select these features: ReportsOpens the Report Console, from where you can generate reports. BroadcastsOpens the View Broadcasts dialog box. PreferencesEnables you to set your application preferences and options. The navigation pane of the Service Catalog Manager Console also contains links to additional applications that you have access to: Business Manager Console Request Entry Console Approval ConsoleOpens Approval Console. The links that appear in the navigation pane are determined by the applications that are installed in addition to BMC Service Request Management. Help button Refresh button The Help button is located in the top right corner Not applicable. of the console. Click Help to access help. Refreshes the search results table. Click Refresh to See Search criteriaManaging refresh the data in the tables. PDTs on page 51. Reference See Using the Company field to search for PDTs on page 51. See Working with PDTs on page 63. See: Generating reports on page 36. Broadcasting messages on page 33. Setting Service Catalog Manager Console preferences on page 49. For approvals, see Approving SRDs on page 118. For the Business Manager Console and the Request Entry Console, see the BMC Service Request Management Users Guide.
Other Applications (navigation pane)
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Console area Search Criteria
Function
Reference
Enables you to use the Search, Clear, and Default See Using the Search Criteria to buttons to filter available PDTs shown in the view PDTs on page 52. search results table. Shows the available PDTs. See Search criteriaManaging PDTs on page 51.
Search Results Process tab Request Definition tab View button
Enables you to review which AOTs are attached to See Reviewing information in the the PDT. Process tab on page 53. Enables you see SRDs related to the PDT. See Reviewing SRDs related to the PDT on page 53.
Click View to open the PDT record that is selected See: in the search results table. Search criteriaManaging PDTs on page 51. Working with PDTs on page 63. Click to open the Process Request Definition form See: in New mode, from which you can create an SRD. Creating a standard PDT on page 67. Creating a quick launch PDT on page 73. Enables you to select and delete the PDT.
Note: Do not delete the system PDTs that are
Create button
Delete button
See Buttons used with the PDT search results table on page 52.
installed with BMC Service Request Management. See System SRDs shipped with BMC Service Request Management on page 127.
Search criteriaManaging PDTs

You can view PDTs according to specific search criteria, regardless of their associations to people or groups. The top part of the console enables you to specify search criteria, while the search results table shows PDTs in different states, based on your query. The Search Criteria area enables you to filter the PDTs you see in the search results table. Leaving all fields blank results in a search for all PDTs that the user has permissions to view. See Using the Search Criteria to view PDTs on page 52.
Using the Company field to search for PDTs

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

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

The buttons below the search results table enable you to manage the PDTs.
Button View Create Delete Action Opens a PDT in modify mode. Creates a PDT. Deletes a PDT.
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Reviewing information in the Process tab

When you click the Process tab, you can view some of the information of a PDT from the console, for example, AOTs attached to the PDT.
Figure 2-2: Process tab information
For more information, see Working with PDTs on page 63.
Reviewing SRDs related to the PDT

When you click the Request Definition tab, you can also view the SRDs related to the PDT.
Figure 2-3: Request Definition tab information
For more information, see Working with PDTs on page 63.
Viewing PDT records in the form

After executing a search for PDTs, select the PDT and click View to see more details than are provided in the Process or Request Definition tabs. You can modify a PDT if it is not included in an SRD and the SRD is not pending approval. See Using the approval process with SRDs on page 115.
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Using the Service Catalog Manager Console to manage SRDs

The Service Catalog Manager Console provides a dedicated workspace where you can manage service request definitions (SRDs). Its purpose is to document IT services and establish the basis for other Service Request Management components. The service catalog is a repository for all the IT and other business services to be available to users and supported by the organization. The Service Catalog describes services in terms that are meaningful to users, not in terms that have meaning to IT. The following table shows the Service Catalog Manager Console objects and their functions, and refers to where you can get more information.
Console area Company (navigation pane) Console View (navigation pane) Console Focus (navigation pane) Functions (navigation pane) Function Specifies which company records to work on. For more information See Using the Company and Console View to search for SRDs on page 56.
Enables users to specify whom they want to search See Using the Company and the form as. Use the Console View links to filter the Console View to search for SRDs SRDs shown in the search results table. on page 56. Enables you to switch between editing SRDs (the default focus) or editing process definition templates (PDTs). Provides access to these features: ReportsOpens the Report Console, from which you can generate reports. BroadcastsOpens the View Broadcasts dialog box. PreferencesEnables you to set your application preferences and options. The navigation pane of the Service Catalog Manager Console also contains links to additional applications that you have access to: Business Manager Console Request Entry Console Approval ConsoleOpens Approval Console so that you can view all SRDs pending approval. The links that appear in the navigation pane are determined by the applications that are installed in addition to BMC Service Request Management. See Working with SRDs on page 84. See: Generating reports on page 36. Broadcasting messages on page 33. Setting Service Catalog Manager Console preferences on page 49. For approvals, see Approving SRDs on page 118. For the Business Manager Console and the Request Entry Console, see the BMC Service Request Management Users Guide.
Help button Refresh button
The Help button is located in the top right corner Not applicable of the console. Click Help to access help. Refreshes the search results table. Click Refresh to See Search criteriaManaging refresh the data in the tables. SRDs on page 55.
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Console area Search Criteria
Function
For more information
Enables you to use the Search, Clear, and Default See Using the Search Criteria to buttons to filter available SRDs shown in the view SRDs on page 57. search results table. Shows the available SRDs. Enables you to review specific information about the SRD. Enables you to see PDTs related to the SRD. See Search criteriaManaging SRDs on page 55. See Reviewing the SRD Details on page 58. See Reviewing the SRD Details on page 58.
Search Results Details Process Info View button
Open the SRD that is selected in the search results See: table. Search criteriaManaging SRDs on page 55. To view SRD records in the form on page 59. Using the approval process with SRDs on page 115. Open the Service Request Definition form, from which to create an SRD. Enables you to delete the SRD.
Note: Do not delete the system SRDs that are
Create button Delete button
See Working with SRDs on page 84. See Buttons used with the SRD search results table on page 57.
installed with BMC Service Request Management. See System SRDs shipped with BMC Service Request Management on page 127. Approve button Reject button Make Inactive button Enables you to approve the SRD. Enables you to reject the SRD. Sets active SRDs to inactive. See Using the approval process with SRDs on page 115. See Using the approval process with SRDs on page 115. See Buttons used with the SRD search results table on page 57.
Search criteriaManaging SRDs

You can perform different types of searches in the Service Catalog Manager Console. You can use the Console View options in the left navigation pane to view only SRDs that are in some way associated with you through your login ID or group ID (for example, SRDs created by you, assigned to you or to your support group, and so on) and that meet your specific search criteria. You execute this type of search from the Search area near the top of the console. See Using the Company and Console View to search for SRDs on page 56.
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You can view SRDs according to specific search criteria, regardless of their associations to people or groups. The top part of the console enables you to specify search criteria, while the search results table shows SRDs in different states, based on your query. The Search Criteria area enables you to filter the SRDs you see in the search results table. Leaving all fields blank results in a search for all SRDs that the user has permissions to view. See Using the Search Criteria to view SRDs on page 57.
Using the Company and Console View to search for SRDs

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 SRDs that need approval. The Company and Console View options let you sort SRDs by the following criteria:
Option Compunction Action Filters the SRDs shown in the search results table based on company. The content of this list is tenancy-driven, subject to your access to various companies. If you have permissions to view only a single company, only that company appears in the list. Selecting Global shows only the SRDs that are designated as Global. Clearing the field shows all records to which the user has access. Narrows search to only SRDs that you manage. Used especially in multi-tenancy environment. Enables you to select a different SRM organization and view the SRDs the organization manages. Enables you to select a different SRM user and view the SRDs the user manages. Searches for all SRDs regardless of the Service Catalog Manager. Shows SRDs that are not deployed because they are not approved yet. Enables you to view SRDs that will become visible to users in a certain number of days (the default is 5). You can configure the number of days in your application settings. Enables you to view SRDs that will no longer be available to users in a certain number of days (the default is 5). You can configure the number of days in your application settings.
Myself Customer Organization
Other Person All Needs My Approval Coming Up...
Coming Down...
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Using the Search Criteria to view SRDs

You can also use the Search Criteria filter at the top of the console to filter which SRDs you see:
Search criteria Find Action Enables users to specify words to look up in the SRD. The check boxes below the Find field allow you to specify the location in the SRD where the searching takes place. Performs a contains type search of any term contained in the SRD. For example, if you search on the word change, the search results shows any SRDs that have change as part of the title. Searches for the description of the SRD. Searches for keywords used in the SRD. Searches all three navigational categories on the SRD form. Performs a search after you define your criteria. Removes all search criteria. Resets all search criteria back to their default settings. Searches for an SRD by its service level, for example, Gold, Silver, or Bronze. Searches for an SRD by its status, for example, Draft. Searches for all SRDs (default), or if they are online or offline.
Title
Description Keywords Navigational Categories Search button Clear button Default button Level Status Offline
After you perform your search, the results appear in the search results table. When you select an SRD, its details appear in the Details tab. Using BMC Remedy User, if there are more records than the system can show in the table, place the pointer in the table, right-click, and choose either Next or Prev to see the next grouping records. When using a browser, use the arrow keys at the top corner of the table.
Buttons used with the SRD search results table

The buttons below the search results table allow you to manage the SRDs.
Button View Create Delete Approve Action Opens an SRD in modify mode. Creates an SRD. Deletes an SRD. Enables you to approve the SRD. The Approve button is active only if you, as the logged-in user, are the person that approval is required from, and the SRD requires approval in its current state. See Approving SRDs on page 118.
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Button Reject
Action Enables you to cancel the SRD. The Reject button is active only if you, as the logged-in user, are the person that approval is required from, and the SRD requires approval in its current state. See Approving SRDs on page 118. Sets active SRDs as inactive. The Make Inactive button is active only for active records. By making a record Inactive, you are removing it from the Request Entry Console, so that users cannot select it for a service request. To reactivate an SRD, see Restoring the SRD to the online state on page 124.
Make Inactive
Reviewing the SRD Details

Without opening the SRD form, you can view some of the information of an SRD from the console.
Figure 2-4: Details area
The Details area enables the manager to review specific information about the SRD, including: Description Status reason Name of the process that is related to the SRD For more information, see Working with SRDs on page 84.
Viewing a list of SRDs by status

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

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

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

1 Open the Service Catalog Manager Console. 2 From the Status list in the Search Criteria area, select a status by which to view
SRDs. The options are: DraftThese SRDs are in Draft mode and have not been submitted for approval. PendingThese SRDs were submitted for approval and are pending approval. An SRD goes to Approved status when all the approvers have approved it. Request for ApprovalThese SRDs must be approved before they can be used in the catalog.
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DeployedThese SRDs are available to users from the Service Catalog. ExpiredThese SRDs have expired and are no longer available from the Catalog. When the end date specified for an SRD has passed, the SRD record automatically sets to the Expired status. ClosedThese SRDs are not available from the Catalog. You have to manually set the SRD status to Closed. RejectedThese SRDs are not available in the Catalog because they were rejected for various reasons.
3 Select the SRD to open in its form, and click View.
The record opens in the Service Request Definition form. If the record is not pending approval, you can modify the record. See Using the approval process with SRDs on page 115.
SRD relationship to PDTs and AOTsDefinition and execution phases

The SRD is a service offering that is available to users through the service catalog, for example, installing a piece of software. An SRD uses process definition templates (PDTs) and application object templates (AOTs) to perform the work of the service request.
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SRD relationship to PDTs and AOTsDefinition and execution phases
Figure 2-5: SRD execution overviewDefinition and execution phases
The SRD process contains two phases: Definition phaseThe phase during which the Service Catalog Manager defines the PDT, includes the PDTs and AOTs in the PDT, and includes the PDT in the SRD. Execution phaseThe phase that comprises the associations and sequences of PDTs used by the SRD, when the SRD is instantiated. The process to transform an SRD (the definition phase) to a service request (the execution phase) is called instantiation. When an SRD template is instantiated at runtime, the corresponding service request is copied according to the SRD (SRD template, PDT, association, question, and sequence). SRD definition phase During the definition phase, think of PDTs as the various steps necessary to fulfill the SRD. To install Adobe Acrobat, you might create an SRD associated to a PDT that creates incident and change requests that will be assigned to the proper backline staff, for example, the IT group that handles software installations. Depending on the complexity of the processes necessary to complete the service request, a PDT can be nested inside another PDT. One PDT can contain other PDTs. A PDT cannot be nested inside itself.
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TIP
You should create only a manageable number of SRDs and navigational categories. Needlessly proliferating the number of available services to users can slow the performance of search operations in the Request Entry Console. For example, you could create a multi-purpose, generic PDT that could be reused for all your incident requests, another for software change requests, another for computer change requests, another for telecommunication change requests, and so on. These generic PDTs might never be directly associated with an SRD, but only used when nested inside a more specific PDT. In this way, you could create a specific PDT that includes a combination of nested PDTs, such as the generic incident PDT and the generic software change PDT, or a combination of the generic incident PDT and the generic computer change PDT, and so on.
Figure 2-6: Sample SRD and PDT definition
During the definition phase, you associate each PDT with one or more application object templates (AOTs), one or more nested PDTs, or a combination of AOTs and PDTs. An AOT is the interface to the back-end application that is needed to fulfill the request. For example, an AOT could be defined that creates an incident request, another AOT that creates a computer change request, and so on. When defining a PDT, you specify the order in which the AOTs and nested PDTs are activated. SRD execution phase During execution, the SRD becomes instantiated as a service request. AOTs become instantiated as application object instances (AOIs) of the back-end applications, for example, incidents and change requests. PDTs become instantiated as process definition instances (PDIs).
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Working with PDTs
The following actions occur during the SRDs execution phase:

Step 1 The SRD becomes instantiated as a service request. Step 2 The first PDT become instantiated as a process definition instance (PDI). Step 3 Its associated AOTs become instantiated as application object instances (AOIs) of
the back-end applications (for example, incidents, change requests, or work orders).
Step 4 The next PDT in sequence is instantiated as a process definition instance (PDI). Step 5 Its associated AOTs become instantiated as application object instances (AOIs),
and so on.
Working with PDTs

A Process Definition Template (PDT) is an intermediate object that relates AOTs or nested PDTs to SRDs. In other words, a PDT can define the process used to fulfill a specific service request, for example, creating an incident request and a series of change requests for a hard drive upgrade. In the BMC Service Request Management 7.6.00, you can define output variables that hold the results of an AOT or PDT. You use these variables as input to another AOT or PDT. You also use variables when mapping questions to SRDs. Process input variablesUsed to pass data to the current PDT or AOT. The direction of input variables is to target fields. Input variables are required for the back-end application (analogous to input parameters to a procedure). In the AOT, the inputs are answers to target data questions. If an AOT has an input defined, at runtime the data is passed to the back-end request at the back-end request creation time. Process output variablesUsed to pass data from the current PDT or AOT to some other PDT or AOT. The direction of output variables is from a field on the fulfillment application. These variables are the process results of the AOT that are made available to the caller of the process (analogous to output parameters to a procedure). If an AOT has an output defined, at runtime an entry is created in a variable temporary form when the back-end request is resolved. Internal variablesUsed internally within the PDT or AOT and not exposed outside the PDT or AOT. You cannot map questions to Internal variables. As a best practice, simplify the design of your PDTs to make them easily reusable. A single PDT can be related to multiple SRDs.
NOTE
A PDT can be nested inside other PDTs, but you can nest PDTs only up to six levels. A PDT cannot be nested inside itself.
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You use the Process View of the Service Catalog Manager Console to create and manage PDTs. PDTs are not directly used by themselves; they are intended for use only with SRDs. Searching for PDTs from the Process View of the Service Catalog Manager Console works similarly to searching for SRDs on the Request Definition View of the Service Catalog Manager Console. You can use the Company field on the console to filter the PDTs shown in the search results table based by company. The content of the Company field menu is tenancy-driven, subject to your access to various companies. For example, if you have permission to view only a single company, only that company appears in the Company field menu list. Selecting - Global - shows only the PDTs that are designated as - Global -. Clearing the Company field on the Console shows records for all companies to which the user has access. The Search Criteria area on the top part of the console enables you to specify search criteria. The search results table shows PDTs that match the criteria specified in the Search Criteria area and the Company selected at the top of the console. In this way, the Search Criteria area enables you to filter the PDTs that appear in the search results table. When you select a PDT from the search results table, the Applications tab to the right of the search results table shows all application object templates (AOT) and nested process definition templates (PDTs) associated with the selected PDT. Click Add to include additional AOTs or nested PDTs with the selected PDT. The Request Definition tab to the right of the search results table enables the Service Catalog Manager to view which SRDs the selected PDT is related to. In addition, when you select an SRD, the relationship to the SRD and its flow can be modified by the Service Catalog Manager by clicking the Association/Flow Editor button.
Understanding data flow in PDTs

Creating a PDT includes adding other nested processes (PDTs) and application object templates (AOTs) that are needed to complete a service request. Application object templates can include work orders, the BMC Remedy Change Management and BMC Remedy Incident Management applications (if these applications are installed), or Quick Launch AOTs. SRDs are not directly related to AOTs. The SRD uses one PDT (which is related to the AOTs and PDTs) to define the process that fulfills the request.
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Figure 2-7: Relationship of SRD to PDTs and AOTs
PDT definition phase
During the definition phase, you create PDTs to include the following elements: You associate processes and application object templates (AOT) with the PDT. A PDT can also be nested inside other PDTs, up to six levels. As a rule of thumb, however, you should avoid creating too many layers of nested PDTs, to avoid performance problems on the server. You can specify the order in which the processes and AOTs are activated. You can order them to run either in parallel (in any order) or in strict sequence (1, 2, 3, and so on). You also add conditions to the PDT to skip sequences, for example, 1, 3, 5, and so on. For example, activating a phone line for a new employee requires that BMC Service Request Management create the following back-end requests: Verify the employees specific details. Search for an available phone number to assign. Order the phone. Activate the line. Test the line. Schedule an appointment for a technician, if necessary. Notify the employee that the service is active. When you have finished defining the PDT, you can verify the sequence of the processes and AOTs in the Process View of the Service Catalog Manager Console.
PDT execution phase
During the execution phase when a user requests a service from the catalog and the PDT is instantiated as a series of back-end requests (for example, change requests), fulfillment providers can perform some of these changes at the same time in parallel, some changes must be performed in a strict sequence, and some changes are conditional.
When the processes and AOIs run in parallel, BMC Service Request Management simultaneously creates one change request to order the phone and another change request to search for an available phone line. The back-end fulfillment providers can work on their requests at the same time. When ordering the phone, you can design a PDT that creates one request to verify the employees specific details and another to search for an available phone line to assign. These two requests can be performed in any order. When the processes and AOIs run in a strict sequence to order a phone, BMC Service Request Management activates the first change request to order the phone (this change request is assigned a change request ID). The other change requests are not yet activated, nor are they assigned change request IDs. Only after the first change request is completed does BMC Service Request Management activate the second change request. As a result, the assignee must completely finish the first change request before the second assignee can start testing the phone line. In turn, both these requests must be completed before BMC Service Request Management activates the third request to notify the employee that the phone line is active.
NOTE
If you create a service request that activates a sequence of back-end requestsfor example, a series of change requests, incidents, or work ordersand then you cancel a back-end request that was activated, the next back-end request in the sequence is activated. However, if you cancel the service request, the back-end requests are canceled. When the processes and AOIs are conditionalnew in BMC Service Request Management 7.6.00 flow criteria determines if the next action is executed or bypassed. For example: If the first change request is completed, create the second request. If the first change request is not approved, create an incident. For more information, see Designing the PDT workflow in the Visual Process Editor on page 68. If you have also have Service Request User permissions, you can open the request in the Service Requests form and view the application instances that were created in the Processes and Questions tab. For example, this service request shows you that BMC Service Request Management instantiated three change requests. The underlying PDT specified that the processes run in parallel. As a result, you can see that AOI AOI000000001301 created change request CRQ000000000898, and the change request is in the Planning In Progress state.
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Creating a standard PDT

You use the Process Definition Template form to create a standard PDT. This form includes the following functionality: General Details tabDefines Description, Work Info, and Used By areas Process Details tabIncludes workspace in which you drag-and-drop AOTs, nested processes (PDTs), and conditions to build the PDT and define variables. The Visual Process Editor enables you to add processes and conditions to the standard PDT that are needed to complete a service request. The following sections describe the best practices you should follow when creating a standard PDT.
NOTE
Several PDTs are installed by default as part of the SRM sample data. You can use these as models when creating your own PDTs.
Defining General Details in a standard PDT

When creating a standard PDT in the Process Definition Template form, you must define the company, name, category, and status of the PDT.
To define the General Details in a standard PDT

1 Open the IT Home page. 2 Click the Service Catalog Manager Console link. 3 Click the Console Focus link in the left navigation pane, and click Process.
The Process View appears in the Service Catalog Manager Console.

4 Click Create. 5 Add a company to the PDT.
The company can represent internal groups or business units as well as external vendors or customers. If you select Global, any user including guests can access the PDT.
NOTE
PDTs can be used in a multi-tenancy environment.
6 In the Description area, enter the basic information for the PDT (for example, its
name and description).

7 Define the category.
You can select a category from the menu, for example, Generic. You can also enter a new PDT category (for example, BMC Remedy Change Management, BMC Remedy Incident Management, or Work Order). After you save the PDT, you can select these categories from the Category menu. If multi-tenancy is enabled, not all categories are available to all managers.
8 Specify the status (for example, Active). 9 Specify the Standard request type.
A standard SRD is linked to a PDT. In the PDT context, a standard SRD means that the Service Catalog Manager must select PDTs of the same request type, or AOTs that are TEMPLATE or NO TEMPLATE type. See Creating a standard SRD on page 89. For more information about AOT template types, see the BMC Service Request Management Configuration Guide.
10 (optional) Add a version number.
To use the Work Info and Used By areas on the General Details tab, see: Checking use of this PDT by other PDTs and SRDs on page 71 Adding work information to the PDT on page 71
Designing the PDT workflow in the Visual Process Editor

You use the Process Details tab in the Process Definition Template form to associate the AOTs, nested PDTs, and conditions in the PDT. The Visual Process Editor enables you to drag and drop process objects from the Palette to construct the design and flow of your PDT. The ability to create conditional processing in PDTs is new in BMC Service Request Management 7.6.00. You can specify the flow criteria that determines if the next AOT or PDT in the branch is executed. The SRM administrator can define conditions that would determine which branches in the process workflow are executed or bypassed. If you add a condition to the PDT, you create a decision branch in the process workflow: If the condition passes, the PDT executes the Yes branch. If the condition fails, the PDT executes the No branch.
To design the PDT workflow in the Visual Process Editor

1 In the Process Definition Template form, click the Process Details tab. 2 Drag-and-drop PDT, AOT, or condition objects from the Palette to add processes
to the Visual Process Editor workspace. When designing your PDT, you can mix-and-match any combination of nested PDT, AOT, or condition objects for a Standard SRD.
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Figure 2-8: Adding nested PDTs, AOTs, and conditions to the process
The objects are activated in the visual sequence displayed in the workspace. Here the Install Office AOI runs first. If it is successful, the PDT executes the Yes branch and the New Employee PDT is activated. If it is unsuccessful, the PDT executes the No branch and the Create an incident AOT is activated. When you specify that processes are in the same level (for example, the two AOTs), they run in parallel.
3 To rearrange PDTs, AOTs, and conditions, select the object in the workspace and
drag it to its new level or position.

Figure 2-9: Dragging PDTs or AOTs to different levels
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You can drag the AOT to a new level, next to the Install office PDT.
4 To delete an object, right-click it and select Delete Shape.
Defining the properties of the process objects

When you are finished with the design and flow of the PDT, you must define the properties of the AOT, PDT, and condition objects.
To define the properties of the AOT or PDT objects

1 Select an AOT or PDT in the Visual Process Editor workspace.
The Define Properties panel is activated.

2 In the Name field, select an AOT or PDT from the menu. 3 Verify the read-only information in the remaining fields. 4 If you are sure you selected the correct AOT or PDT, click Apply.
The object shows the correct name in the process workspace.
To define the condition properties

1 Select the condition object in the Visual Process Editor workspace. 2 Edit the properties of the Description and Condition fields (as needed). 3 Click Edit when you are finished.
Defining variables
You can pass data between requests (for example, from a service request to a change request) by adding variables to the process workflow. These variables are also mapped to SRDs for their target data.
To define variables
1 Select an AOT or PDT in the Visual Process Editor workspace. 2 Click the Define Variables panel (at the bottom right). 3 In the Define Variables area, define the names, description, and default value of the
variable.
4 Select the process input type (Process Input, Process Output, or Internal).
You use these to specify the direction of your variables. The Internal type is used to pass data between PDTs in the process diagram. You cannot map questions to Internal variables.
5 For Process Input variables, specify if variable input is required or not (default).
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6 Click Add.
You can modify or remove these variables as needed. You can also view their usage.
7 Click the PDT to add an input or output variable.
Mapping the direction of the data flow

After you define the variables, you map the direction of the data flow. For example, you can specify that the data from one variable is passed to another variable. The variables you defined for the AOT or PDT are available for mapping to target data.
To map the direction of the data flow

1 Select an AOT or PDT in the Visual Process Editor workspace. 2 Click the Map Data panel (at the bottom right). 3 To map the direction that the data flows, select a variable from the Input field. 4 Select a variable from the Output field. 5 Click Apply. 6 Click Manage Locales to localize your PDT, as needed.
See Localizing PDTs on page 254.

7 Click Save.
Checking use of this PDT by other PDTs and SRDs

After you create the PDT, you can check how many SRDs and PDTs are using it.
To check the use of this by other PDTs or SRDs

1 Click the General Details tab. 2 In the Used By area, select Related Process Definition Templates or Related Service
Request Definitions. The Used By table shows the title and status of the PDTs and SRDs that consume this PDT.
Adding work information to the PDT

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

1 Click the General Details tab. 2 In the Work Info area, click Create. 3 Enter the details of your work information record in the Summary and Notes
fields.
4 To add attachments to the record, right-click in the attachment table, and click
Add.
5 Click Save.
The Save operation adds your entry to the tasks work history. The Show field enables you to filter specific work entries based on the type of activity shown in the table.
6 To see an AR System report of the activities you performed against this task, click
Report. The Report Preview dialog box appears, to show the work information entries. You can create AR System reports by using the Report Selection and Report Creator forms. Reports created using the Report Creator form automatically create an entry to the Report form when submitted. See the following documentation: BMC Remedy User help BMC Remedy Action Request System BMC Remedy Mid Tier Guide.
7 To show all entries for work information history, click View. 8 Click Save.
Using the Visual Process Editor to view processes from the Service Catalog Manager Console
In the Process View of the Service Catalog Manager Console, you can view AOTs and PDTs attached to an SRD with the Visual Process Editor.
NOTE
You must have Request Catalog Manager permissions to perform the following procedure.
To view processes in the Service Catalog Manager Console with the Visual Process Editor
1 Open the IT Home page. 2 Click the Service Catalog Manager Console link. 3 Click the Console Focus link in the left navigation pane, and click Process. 4 Perform a search to view a list of available processes. 5 Select a process from the Search Results list.
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6 Click View Process. Figure 2-10: Visual Process Editor window
The information shown in this window is read-only if the SRD is deployed. If the SRD is offline or not deployed, you can modify the process objects.
Creating a quick launch PDT

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

1 Open the IT Home page using Request Catalog Manager permissions. 2 Click the Service Catalog Manager Console link. 3 Click the Console Focus link in the left navigation pane, and click Process. 4 Click Create.
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5 Add a company to the PDT.
The company can represent internal groups or business units as well as external vendors or customers. If you select Global, any user including guests can access the PDT.
NOTE
PDTs can be used in a multi-tenancy environment.
6 Enter the basic information for the PDT, for example, name and description. 7 Define the category.
You can select a category from the menu, for example, Generic. You can also enter a new PDT category (for example, BMC Remedy Change Management, BMC Remedy Incident Management, or Work Order). After you save the PDT, you can select these categories from the Category menu. If multi-tenancy is enabled, not all categories are available to all managers.
8 Specify the status (for example, Active). 9 Specify the Quick Launch request type.
Quick launch request types launch a URL in another window and complete the service request. These service requests do not require approval. In the PDT context, the catalog manager must select Quick Launch AOTs. See Creating a quick launch SRD on page 91. For more information about AOT template types, see the BMC Service Request Management Configuration Guide.
10 (optional) Add a version number. 11 Click the Process Details tab. 12 Click the Standard Editor button to associate an application object or process to the
PDT. The Add/Change Processes dialog box appears. You use this dialog box to add or remove Quick Launch AOTs.
13 Select a quick launch AOT from the list.
The dialog box closes, and you are returned to the Process Definition Template form.
14 Save your changes on the Process Definition Template form. 15 Localize your PDT, as needed.
See Localizing PDTs on page 254.
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Dynamic data flowMapping data between applications

When you set output variables from a fulfillment application, the value that is used is the internal representation of the data. For example, if you retrieve data from a selection field on the fulfillment application, the data that is stored is the selection value (not the label). When you map this data to another fulfillment application, the field in which the data is passed to interprets the data and shows the data, based on the type of field you have mapped to. The following example of a selection field clarifies how data is passed from one fulfillment application to another fulfillment application. Imagine that your application includes a Priority field with these selection labels and values: Critical/1, High/2, Medium/3, Low/4. If you mapped the data from this selection field to a character field on another fulfillment application, you see the selection values (1, 2, 3, 4). In this case, the data that appears is the internal representation of the data (not the selection labels that appear). If you mapped the data from this selection field to another selection field on the fulfillment application (which contained the same labels and values), you see the correct labels (Critical, High, Medium, Low). If you mapped the data from this selection field to a date field on the fulfillment application, the data appears as a date (most likely, an invalid date).
Building PDTs that use dynamic data flow

The following scenario illustrates how to build PDTs that use dynamic data flow. It builds on your expertise in creating application templates and AOTs. This simple scenario creates the following BMC Service Request Management objects: Two work order templates One change management template One incident management template Four AOTs Two PDTs The following figure illustrates how these SRM objects are used in the dynamic data flow. The Categorization Tier 1 value of a service request (its data) serves as the input and output value for the back-end fulfillment applications.
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Figure 2-11: Dynamic data flow from SRD to PDTs

SRD DATA: Category Tier 1 DATA
Incident_Mgt_PDT AOT_IM: Input/Output: Category Tier 1 DATA
Change_Mgt_PDT Input/Output: Category Tier 1
DATA
Change_Mgt_PDT AOT_CM: Input/Output: Category Tier 1 DATA
DATA
AOT_WO_1 Input: Description DATA
AOT_WO2 Input: Detailed Description DATA
Dynamic data flow is useful when passing data between applications. For example, the first part of the new employee process is a ID work order to your Human Resources application. Human Resources types the new ID into a field in the work order and marks it complete. Next, a new badge work order goes to Security. The ID entered in the first work order is mapped to a field in the second work order so that Security knows which employee ID the new badge is created for.
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Creating application templates

Create the application templates with the following parameters. You can modify these values as needed for your own environment. For more information about creating application templates, see the BMC Service Request Management Configuration Guide.
Application template Incident Management Tab or field Header Value Enter required information to complete incident template (for example, IMT).
Note: Set Status to
Function Receives data input (Categorization Tier 1) from service request.
Assigned. Authoring For Groups tab Change Management Template Header Enter company information in required fields. Enter required information to complete change template (for example, CMT). Enter information in the required fields. Enter company information in the required fields. Receives data input (Categorization Enter required information to complete Tier 1) from change request and places work order template (for it in the Description field. example, WOT1). Note: On the Work Order form, the Enter company Summary field is used for the information in required description. fields. Receives data input (Categorization Enter required information to complete Tier 1) from change request and places work order template (for it in the Detailed Description field. example, WOT2). Enter required information to complete work order template. Receives data input (Categorization Tier 1) from incident.
Classification Tab Authoring For Groups tab Work Order 1 Header
Classification Tab
Work Order 2
Header
Classification Tab
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Creating AOTs
Now you must register the application templates with your AOTs. You can modify these values as needed for your own environment. See the BMC Service Request Management Configuration Guide.
AOT Incident Management AOT Tab or field Application Object Template fields Value Enter required information to complete the AOT (for example, AOT_IM). BMC Remedy Incident Management Categorization Tier 1 (Exposed) Summary (Exposed) Enter required information to complete the AOT (for example, AOT_CM). BMC Remedy Change Management Categorization Tier 1 (Exposed) Summary (Exposed) Enter required information to complete the AOT (for example, AOT_WO1). Work Order Application Summary (Exposed) Enter required information to complete the AOT (for example, AOT_WO2). Work Order Application Detailed Description (Exposed) Receives data input (Categorization Tier 1) from change request and places it in the Detailed Description field.
Note: Output variable is not required
Function Receives data input (Categorization Tier 1) from service request.
App Registry Name Add Target Data
Change Management AOT
Application Object Template fields
Receives data input (Categorization Tier 1) from incident.
Work Order AOT 1
Application Object Template fields
Receives data input (Categorization Tier 1) from change request and places it in the Description field.
Note: Output variable is not required
App Registry Name Add Target Data Work Order AOT 2 Header
in this scenario.
in this scenario.
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Creating PDTs
In these steps, you create two PDTs: In the first PDT, you associate three AOTs to create a PDT that uses the output from the change request as input to the work orders. In the second PDT, you associate the change management PDT and the incident AOT that consumes the output data (Categorization Tier 1) from the service request as its input. You can modify these values as needed for your own environment. See Working with PDTs on page 63.
Change request PDT

Add the information to the change request PDT in the order listed in the table. Figure 2-12 on page 80 shows what the final PDT should look like.
Tab Area or field Objects or values Function or description
General Details Description area
Enter required information to Receives data input (Categorization complete the PDT (for example, Tier 1 and Summary) from incident Change_Mgt_PDT. PDT.
Note: Because the incident PDT
consumes the change request PDT, you create the incident PDT in the next section. Process Details Visual Process Editor AOT1 AOT2 AOT3 Create three AOTsAOT2 and AOT3 run in parallel below AOT1, as shown in Figure 2-12 on page 80. AOT2 and AOT3 receive input from AOT1. Process Details Define Properties panel Define Variables panel AOT_CM AOT_WO1 AOT_WO2 cmV1_opcat_input cmV1_opcat_output cmV1_summary_input cmV1_summary_output Operational Categorization Tier 1 fieldMap cmV1_opcat_input as Input and cmV1_opcat_output as Output Summary fieldMap cmV1_summary_input as Input and cmV1_summary_output as Output Select AOT_CM, AOT_W01, and AOT_W02 from the Name menu. Create four variables that are used for input to AOT_CM and output to AOT_WO1 and AOT_WO2. Map input to output for AOT_CM. The cmV1_opcat_input and cmV1_summary_input variables receive their input from the incident PDT.
Process Details
Process Details
Map Data panel
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Tab Process Details
Area or field Map Data panel
Objects or values
Function or description
Summary fieldMap Map input for AOT_WO1. cmV1_summary_input as Input The cmV1_summary_input variable receives its input from the AOT_CM PDT.
Note: You do not need to map an
output variable for this work order AOT. Process Details Map Data panel Operational Categorization Tier Map input for AOT_WO2. This PDT 1 fieldMap cmV1_opcat_input has no output. as Input The cmV1_opcat_input variable receives its input from the AOT_CM PDT.
Note: You do not need to map an
output variable for this work order AOT. Figure 2-12: Change request PDT
To test this PDT, create a test SRD to make sure the inputs and outputs function as expected. See (optional) Creating an SRD that tests the Change PDT on page 125.
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Incident request PDT

Add the information to the incident request PDT in the order listed in the table.
Tab Area or field Objects or values Enter required information to complete the PDT (for example, Incident_Mgt_PDT. AOT PDT Function or description Receives data input (Categorization Tier 1 and Summary) from service request. Create one AOT and create one PDT below itthey run sequentially, as shown in Figure 2-13 on page 82. PDT receives input from AOT. Process Details Define Properties panel AOT_IM Change_Mgt_PDT imV1_opcat_input imV1_opcat_output imV1_summary_input imV1_summary_output Operational Categorization Tier 1 fieldMap imV1_opcat_input as Input and imV1_opcat_output as Output Summary fieldMap imV1_summary_input as Input and imV1_summary_output as Output Map imV1_opcat_output as Input. Map imV1_summary_output as Input. Select AOT_IM and Change_Mgt_PDT from the Name menu. Create four variables that are used for input and output with AOT_IM.
General Details Description area
Process Details
Visual Process Editor
Process Details
Define Variables panel
Process Details
Map Data Panel
Map input to output for AOT_IM. The imV1_opcat_input and imV1_summary_input variables receive their input from the service request.
Process Details
Map Data Panel
Map input for Change_Mgt_PDT. You only need to map input variables: imV1_opcat_output > cmV1_opcat_input imV1_summary_output > cmV1_summary_input
Note: You do not need to map output
variables for this change management PDT.
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Figure 2-13: Incident request PDT
After you learn about the function of SRDs in BMC Service Request Management, you can link this PDT to a standard SRD. See Building SRDs that use dynamic data flow on page 124 and Creating an SRD that uses the Incident PDT on page 125.
Service request definition life cycle

The Service Catalog Manager Console contains a set of service request definitions (SRDs) that define the business process for fulfilling the service. An SRD is a type of service offering that is communicated to users through the Service Catalog Manager Console. Each entry or record is a specific Service Catalog Manager Console offering. An SRD has various states to indicate its position in the life cycle. By default, approval is required for certain state transitions, for example, to move an SRD from Request for Approval to Deployed. Notifications might be sent at certain points in its life cycle to alert users that certain events have occurred.
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Service request definition life cycle
Generally, an SRD starts in Draft mode and becomes visible for selection by service requesters when it is in Deployed state and within the specified effective dates. After the end effective date, the Service Catalog Manager can re-enable the SRD by resetting the effective dates. After an SRD is in Closed state, it cannot be deployed and becomes inaccessible to the service requesters. The following diagram shows the life cycle of an SRD entry. See Preparing SRDs for deployment on page 83.
Figure 2-14: SRD life cycle
Preparing SRDs for deployment

You must perform the following steps to deploy an SRD and make it available to users:
Step 1 Create the SRD and keep it in the Draft state until you are ready to submit it for
approval.
Step 2 Make sure the Start Date is up-to-date. Otherwise, the SRD will not be online. Step 3 Make any necessary changes to the SRD until it is ready for approval, and change
the status of the SRD to Request for Approval. When you save the SRD, the approval process starts.
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Step 4 In the approval cycle, the following stages might occur:
SRD is approvedYou are ready to deploy it. Approver needs more informationStatus is set to Pending and the Status Reason is set to More Information. You must provide the information to the approver, which means modifying the SRD and resubmitting it for approval. SRD is rejectedWhen an approver rejects the SRD, the Status is set to Rejected. The Service Catalog Manager can move the SRD to the Draft state and resubmit it for approval later.
Step 5 After the SRD is approved, set its status to Deployed to make it available to users.
Working with SRDs

Service Catalog Managers use the Service Request Definition form to manage an SRD and track its progress from Draft to Deployed. You can use this form to associate the SRD to PDTs, business service CIs, approvals, and service targets. Before you begin searching, creating, or modifying information in the Service Request Definition form, you must understand the information relationships involved in the different areas of this form, for example, the required information to create the SRD.
Using the Functions tab

You can perform important functions from the Functions tab in the left navigation bar of the Service Request Definition form.
Function Change Image Description This option is visible only when the Service Request Definition form is in New mode or taken offline. See Changing the SRD image on page 85. Show/Hide Fields This option is visible only when the Service Request Definition form is in New mode or taken offline. See Configuring visible fields in the Request Entry Console on page 85. Manage Notifications This option is visible only when the Service Request Definition form is in New mode or taken offline. See Managing service request notifications on page 87. View Audit Log This option is visible only when the Service Request Definition form is in Modify mode. See Viewing the SRD audit log on page 88.
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Changing the SRD image

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

1 In the Service Catalog Manager Console, click the Create button.
The Service Request Definition form appears in New mode.

2 Choose Functions > Change Image. 3 In the Browse for Service Details dialog box, specify a different SRD image to be
visible to users.
4 Click OK, and save the SRD.
You must save the SRD to save the image settings.
Configuring visible fields in the Request Entry Console

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

1 In the Service Catalog Manager Console, click the Create button.
The Service Request Definition form appears in New mode.

2 Choose Functions > Show/Hide fields.
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3 In the Show/Hide Options form, specify which fields in the SRD should be visible
to users:
Field Review a service Description Enables the Service Catalog Manager to select which SRD fields to show in the Request Entry Console during the Review stage. Defines turnaround time for this SRD in Hours, Days, Months, or Years. Turnaround time is used to calculate the expected completion date of the SRD.
Note: To calculate the expected completion date
Turnaround Time
accurately, business hours and holidays must be configured. For information about configuring business hours and holidays, see the BMC Service Request Management Configuration Guide. Price Provide Information Actual price of this SRD. Enables the Service Catalog Manager to select which SRD fields appear in the Request Entry Console during the Provide Information stage. Date when the user can expect the request to be finished. Date when the user requires the request to be finished. Phone number of the user. Email address of the user. Enables users to add an attachment to the service request. Instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry console. Number of SRD ordered. Enables the Service Catalog Manager to select which SRD fields appear in the Request Entry Console during the Summary stage. Name of service request coordinator overseeing the request. Actual price of this SRD. Enables the Service Catalog Manager to select which SRD fields appear on the Request Details dialog box. Date when the user can expect the request to be finished. Name of the user requesting the service. Phone number of the user. Email address of the user. Price of the SRD. Name of the service request coordinator overseeing the request.
Expected Completion Date Required Phone Email Attachment Instructions
Quantity Viewing a Request
Service Coordinator Price Request Details Expected Completion Date Required Phone Email Price Service Coordinator
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Field Quantity End User Process View
Description Number of service requests ordered. Shows the Process View tab on the Request Details. If you clear this field, the Process View tab is hidden from users who do not have Service Request User or SRM Administrator application permissions. This option is selected by default.
4 Click OK to close the dialog box, and save the SRD.
You must save the SRD to save the Show/Hide field settings.
Managing service request notifications

You can configure the states when notifications for the service request are sent to BMC Service Request Management administrators and users, based on the SRD. For example, you can specify that, when the service request is approved, the user is notified. By default, notifications are not sent to the requester of an action. For example, take the Notify End User On Submit action. When Mandy Manager submits a request, she is not notified because she performed the action. But if she requests a service on behalf of Fred User, Fred (but not Mandy) receives a notification that the request was submitted.
NOTE
You can define notifications only when the Service Request Definition form is in New mode or taken offline.
To manage notifications
1 In the Service Catalog Manager Console, click the Create button. 2 In the Service Request Definition form, choose Functions > Manage Notifications.
You use the Request Notifications Configuration form to define the notification settings for the service request created when the SRD is selected. By default, the following actions trigger notifications: Notify End User on Complete Notify End User on Pending Notify Assignee on Assignment Notify Approver on Waiting Approval
3 Select or clear additional event states that trigger a notification. 4 Click OK, and save the SRD to save your notification settings.
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Viewing the SRD audit log

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

1 Perform an SRD search.
For types of searches you can use, see Search criteriaManaging SRDs on page 55.
2 From the list of matching SRD records in the search results table, select the record
to modify.
3 Click the Functions link in the left navigation pane, and click View Audit Log. 4 To view notification audits, click the Notification Audit tab on the View Audit Log
form.
5 Select a notification from the list that appears in the table, and click View.
Using other consoles

The navigation pane of the form also contains links to view additional applications that you have access to: ReportsOpens the Report console. See Generating reports on page 36. Request EntryOpens the Request Entry console. Catalog ManagerOpens the Service Catalog Manager Console. See Using the Service Catalog Manager Console to manage SRDs on page 54. Approval ConsoleOpens the Approval Console so that you can view all SRDs pending approval.See Approving SRDs on page 118. Any other links that appear in the navigation pane are determined by the applications that are installed in addition to BMC Service Request Management.
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Creating a standard SRD

New services are processes with associated fulfillments to carry out the request. The standard SRD must include the following features: Standard request typeThe service catalog is typically a comprehensive set of requestable standard services. You can also create a quick launch SRD that does not require approval. See Creating a quick launch SRD on page 91. Defined integration to the fulfillment application, such as a work order or a change template. You have the ability to add URLs to the catalog (quick launch functionality). Complete the information required on the SRD form to submit it for approval. Bold field labels indicate that a value is required. However, the more information you provide, the greater the chances are that the SRD will not be rejected as pending further information.
IMPORTANT
For a complete list of steps to create an SRD, see Creating PDTs and SRDsQuick Start on page 46.
To create a standard SRD

1 In the Service Catalog Manager Console, click Create.
The Service Request Definition form appears.
NOTE
Some of the fields are prefilledthe Status is set to Draft and the Needs Approval field (on the Service Request tab) is set to Yes (when you select a Standard request type). The Service Request Definition ID is generated automatically when the SRD is saved. In the Draft state, a yellow stoplight appears in the Service Request Definition form above the Status field. The yellow stoplight alerts you that the SRD is pending (that is, the SRD is not deployed or not online).
2 Enter the required information (fields in bold): Field Name Company Description Specify the company the SRD is tied to. The user must belong to this company to see the SRD. If the SRD is Global, all users have access to it. Enter a descriptive title for the SRD record.
Title
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Field Name Description
Description Enter a detailed description of the SRD.

Note: Only 255 characters can be shown in the Request
Entry console. Any text greater than 255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The web page, form, or interpreted code appears in the Description field when requesters access the SRD. For example, you could add the following JavaScript snippet: <a href="#" onClick="window.open('http:// www.bmc.com', 'win'); return false"> Status The status is set to Draft.
Note: Leave the Status set to Draft until you are ready to
submit the SRD record for approval. Navigation Categories Category 1 Request Type Define the SRD record by selecting its Category 1 type, for example, Hardware. Select Standard. The Standard request type must be linked to a standard type PDT. A standard PDT contains processes that result in the instantiation of back-end requests. See Creating a standard PDT on page 67. Request Catalog Manager Company Request Catalog Manager Name Needs Approval (in the Service Request tab) 3 Click Save. Select the catalog managers company from the list. You use this field with SRD approvals. See the BMC Service Request Management Configuration Guide. Enter the catalog managers full name. You use this field with SRD approvals. See the BMC Service Request Management Configuration Guide. Specifies if the request created from this SRD needs approval.
The SRD is created in Draft status. You cannot move the SRD to a different state (for example, Pending or Deployed) until you define a start date and the SRD is approved.
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Creating a quick launch SRD

You can create a quick launch SRD that opens a URL in another window. The service request generated from a quick launch SRD does not require an approval, unlike the other SRDs predefined in the service catalog. During the definition phase, you associate a quick launch SRD with a quick launch process template that uses a URL to create the service request. Make sure you complete the information required on the SRD form. Bold field labels indicate that a value is required. During the execution phase, this results in a quick launch service request when the SRD is instantiated.
IMPORTANT
For a complete list of steps to create an SRD, see Creating PDTs and SRDsQuick Start on page 46.
To create a quick launch SRD

1 Open the Service Request Definition form by clicking Create from the Service
Catalog Manager Console. The Service Request Definition form opens in New mode.
NOTE
Some of the fields are prefilledthe Status is set to Draft and the Needs Approval field (on the Service Request tab) is set to No (when you select a Quick Launch request type). The Service Request Definition ID is generated automatically when the SRD is saved. In the Draft state, a yellow stoplight appears in the Service Request Definition form above the Status field. The yellow stoplight alerts you that the SRD is pending (that is, the SRD is not deployed or not online).
2 Enter the required information (fields in bold): Field name Company Description Specify the company the SRD is tied to. The user must belong to this company to see the SRD. If the SRD is Global, all users have access to it. Enter a descriptive title for the SRD record.
Title
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Field name Description
Description Enter a detailed description of the SRD. In addition, you can enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The web page, form, or interpreted code appears in the Description field when requesters access the SRD. For example, you could add the following HTML snippet: <a href="http://www.bmc.com" target="_blank">BMC</a>. When embedding HTML, you must use the target="_blank" code; otherwise, the link tries to open inside the field but fails. Using the _blank targets opens to a new window, outside the Request Entry Console.
Status
The status is set to Draft.

Note: Leave the Status set to Draft until you are ready to
submit the SRD record for approval. Navigation Categories Category 1 Request Type Define the SRD record by selecting its Category 1 type, for example, Hardware. Select Quick Launch. The Quick Launch request type must be linked to a Quick Launch type PDT. A Quick Launch PDT contains an AOT that points to a URL. It does not require approval to be created by a requester. See Creating a quick launch PDT on page 73. Request Catalog Manager Company Request Catalog Manager Name Needs Approval (in the Service Request tab) 3 Click Save. Select the catalog managers company from the list. The contents of this field with SRD approvals. See the BMC Service Request Management Configuration Guide. Enter the catalog managers full name. You use this field with SRD approvals. See the BMC Service Request Management Configuration Guide. Specifies if the request created from this SRD needs approval. The default for Quick Launch SRDs is No.
The SRD is created in Draft status. You cannot move the SRD to a different state (for example, Pending or Deployed) until you define a start date and the SRD is approved.
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Adding more information to the SRD

The SRD can include the following additional features: Service level targets based on a standard of service (for example, a gold level of service that has a price of $1000 with a two-day turnaround in contrast to a bronze level of service that has a price of only $100 with a five-day turnaround). Locale, for example, en_US or fr_FR. See Localizing SRM objects on page 249. Price, estimated cost, and expected turnaround time
NOTE
Turnaround time is used to calculate the expected completion date of the SRD. To calculate the expected completion date accurately, business hours and holidays must be configured. For information about configuring business hours and holidays, see the BMC Service Request Management Configuration Guide. Version number Default account number or project ID Optional survey to be completed by the user after the request is completed An SRD can also use an advanced interface form to collect request information from the users. The advanced interface form mechanism enables complex validation of answers and custom flow of the UI for user interaction. For detailed information, see the Advanced interface formsOverview on page 264.
To enter optional information to SRDs

1 Complete steps 1 through 3 from Creating a standard SRD on page 89 or
Creating a quick launch SRD on page 91.

2 Enter the following optional information to the Service Request Definition form: Field Name Version Description Define the version level of the SRD, as you manage the development, test, and production life cycle, for example, 00.80 for Beta, or 01.00 for first roll out to customers. Specify the locale to deliver the SRD in the language that is the most useful to your users. You can deliver localized SRDs to different users, simultaneously, in multiple languages with different display properties. See Localizing SRDs on page 255. Level Select the service level for the SRD, for example, Gold, Silver, or Bronze. The SRM administrator configures these levels for you. See Defining service targets for SRDs on page 120 and the BMC Service Request Management Configuration Guide.
Locale
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Field Name Keywords
Description Enter aliases (keywords) used to search for SRDs in the Request Entry Console. Requesters can enter these keywords when they search for services in the Request Entry Console.
Instructions
Enter any instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry Console. You can enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The web page, form, or interpreted code appears in the Description field when requesters access the SRD. For example, you could add the following JavaScript snippet: <a href="#" onClick="window.open('http:// www.bmc.com', 'win'); return false">
Note: If you do not define any instructions in the SRD, the
Instructions field is not shown in the Request Entry Console. Status Reason Explains why an SRD is in its state. Status reasons are specific to the SRD state. For example, the only choice you can enter if the SRD is in the Pending state is More Information. See SRD status reasons on page 97. Leave this field blank until you are ready to submit the SRD record for approval. Navigation Categories Category 2 and Category 3 Further define the SRD record by selecting category tiers 2 and 3.
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3 Enter the following optional information on the Definition tab: Field name Advanced Interface Form Description Select an alternate set of questions to appear in the Request Entry Console. See Adding an advanced interface form to the SRD on page 97. Process Template Specify the PDT to include with the SRD. You can also associate questions with the SRD.
Note: A standard SRD requires a standard PDT, and quick
launch SRD requires a quick launch PDT. See the following sections: Adding a standard process template to the SRD on page 98 Adding a quick launch process template to the SRD on page 99 Adding questions and mapping variables on page 100 Expected Cost Price Turnaround Time Cost budgeted for this SRD. Cost can be linked to service targets. Actual price of this SRD. Define turnaround time for this SRD in Hours, Days, Months, or Years. Turnaround time is used to calculate the expected completion date of the SRD.
Note: To calculate the expected completion date accurately,
business hours and holidays must be configured. For information about configuring business hours and holidays, see the BMC Service Request Management Configuration Guide. Account Number System Request Enter an account that this SRD will be billed against, for example, Accounting or IT. Select Yes to show this SRD as one of the System Requests in the Request Entry Console. If you select Yes, the SRD is ranked as one of the System Favorites under Quick Picks.
Note: The System Request and Left Navigation settings work
together to display an SRD. Left Navigation If you set the System Request value to Yes for the SRD, you must specify a value of 1, 2 or 3 so that its position is ranked. The top three ranked SRDs appear in the navigation pane in the Request Entry Console.
Note: If you set the 1, 2, and 3 ranking values SRDs that
belong to different companies, you might not see all three ranked requests.
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Field name Business Service
Description Enables you to relate a business service configuration item (CI) from the BMC Atrium CMDB to the SRD. You use this field with the Create Business Process check box. See Adding a business service to the SRD on page 107. Works with the Business Service field if you properly configured the SRM Request Definition Settings form. If the Create Business Process check box is selected (the default) and you have related a business service CI to the SRD, the SRD automatically creates the business process that works with the business service CI. See the BMC Service Request Management Configuration Guide.
Create Business Process (check box)
Start Date
Enter the date that this SRD goes online. After the SRD is approved and deployed, it becomes available online after the date you enter here. See Deploying the SRD on page 123.
End Date
Enter the date that this SRD is no longer available. The SRD record automatically changes to an Expired Offering status after the end date is reached. You can always reset this end date when it reaches the expired state.
Customer First Name and Customer Last Name Attachment
Use auto-fill to enter the SRD customers first or last name. Click the Details link to view additional information about the customer. To add an attachment to the SRD, click Add. The Add Attachment dialog box appears. Browse for the file to attach. You are limited to one attachment for each SRD.
4 Click Save.
Defining SRD customer information

You can modify specific customer information for your SRD. The SRD customer is the person requesting that the SRD be added to the service catalog. Customers are by default required to approve the SRD before it can be deployed. See Approving SRDs on page 118.
To define customer information

to modify.
3 Click the Details link under the Customer First Name and Last Name fields.
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4 On the Request Customer Information form, add or modify customer information.
For example, in a multi-tenancy environment, you can change the company or organization as needed. You can click Clear to remove all customer information.
5 Click OK, and save the SRD.
SRD status reasons

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

You can add an advanced interface form to the SRD. You have the option of including an advanced interface data entry screen instead of the default window used in the Request Entry Console for completing details. The following three advanced interface template forms are installed with Service Request Management by default: Password Reset (SRS:AdvancedInterface_PasswordReset) Without Backend Mapping (SRS:AdvancedInterface_WithoutBackendMapping)Some advanced interface fields already provided With Backend Mapping (SRS:AdvancedInterface_WithBackendMapping) Form with tabs to hold advanced interface data fields and mapped data fields Your SRM administrator might have added others. See the BMC Service Request Management Configuration Guide. See also the detailed steps in Creating SRDs with advanced interface forms on page 273.
To add an advanced interface form to the SRD

1 Open the SRD form in Modify mode. 2 In the Advanced Interface Form field, select an advanced interface form. 3 Click Save.
This advanced interface form is added to the SRD.
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Adding a standard process template to the SRD

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

1 Open the SRD form in Modify mode. 2 Under the Process Template field, click Select.
The Service Request Definition form for selecting standard PDTs appears.
3 From the list of available or registered process templates, select one standard
process to associate with this SRD entry. You cannot select and add multiple processes to the SRD.
NOTE
PDTs must be active before you can select them.
4 Click Select.
The dialog box closes and the process appears in the Process Templates field.
5 Click Save.
Using the Visual Process Editor to view a process template attached to the SRD
You can view process templates attached to the SRD with the Visual Process Editor.
To view the process template attached to the SRD

1 Open the SRD form in Modify mode. 2 Under the Process Template field, click View.
The Visual Process Editor appears in read-only mode if the SRD is deployed and online. If the SRD is offline or not yet deployed, you can modify the process objects. Here you can view (and sometimes modify) the PDTs and the AOTs that are instantiated with the SRD.
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Figure 2-15: Visual Process Editor window
3 Click Close.
Adding a quick launch process template to the SRD

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

1 Open the SRD form in Modify mode. 2 Under the Process Template field, click Select.
The Service Request Definition dialog box for selecting quick launch PDTs appears.
3 From the list of available or registered PDTs, select one process to associate to this
SRD. You cannot select and add multiple processes to the SRD.
NOTE
PDTs must be active before you can select them.
4 Click Select.
The dialog box closes and the process appears in the Process Templates field.
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5 Click Save. 6 To view the process, see Using the Visual Process Editor to view a process
template attached to the SRD on page 98.
Adding questions and mapping variables

In BMC Service Request Management 7.6.00, the Question Management form enables you to add questions to the SRD and map their variables. Users are prompted to answer these questions when they select this SRD in the Request Entry console. When they submit their service request, their responses are pushed back to the back-end fulfillment application. In BMC Service Request Management 7.6.00, you are no longer restricted to 10 questions in an SRD. You can associate an unlimited number of questions from the questions library to the SRD. This list of questions is unique for each SRD. In addition, the Question Management form shows you the list of fulfillment application fields for the SRD, and you can map the source of the data for the target data items (for example, a question on the SRD or a field on the Service Requests form).
NOTE
To associate questions to the SRD, your SRM administrator might have configured target data and questions. However, as a Service Catalog Manager, you can dynamically add a question to the questions library. In the Question Management form, click Add Question instead of selecting a question from the Question Text list. When you create the new question, it is automatically added to the questions library and shown in the Question Text list. For information about adding new questions to the SRD (for example, descriptions of the parameters you must enter), see the BMC Service Request Management Configuration Guide. When an AOT is used by a PDT and the PDT is being used by an SRD, the target data associated with the AOT is rolled up to the PDT, and then to the SRD. These are the target data mapped on the Questions & Mappings dialog box on the SRD. When the target data definition is changed at the AOT level, the rollup automatically occurred at the PDT level but not at the SRD level. As a result, any subsequent changes on the target data association at the AOT level requires the SRD to reselect the PDT and remapping of the target data at the SRD level.
Adding questions to an SRD

This section describes how to add questions to an SRD. The questions you add here are available when you map variables.
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To add questions to the SRD

1 Open the SRD form in Modify mode. 2 Click the Questions & Mappings button under the Process Template field. 3 In the Question Management form, you can choose questions from the menu list
of target data items to ask your users.

Task Steps
Adding new 1 Click Questions in the navigation tree. questions to the SRD 2 Click Add Question. 3 Select New Question from the navigation tree. Make sure that Create New Question is selected in the Create and Add a Question area. 4 In the Question Text field, define the new question. 5 Select a question format (for example, Text or Menu). 6 (optional) Select a category (for example, Local SRMS). These categories were defined by the SRM administrator. 7 Specify if the question is required or hidden. See Restrictions in creating questions on page 102. 8 Enter the question details. 9 (optional) Enter a default response. Creating a default value overrides any defaults your SRM administrator had previously configured. See Restrictions in creating questions on page 102. 10In the Number of Text Rows field, specify how many lines are used in your question. 11In the Limit Input Length to field, specify the amount of characters that a user can enter. 12Click Apply to add the question. The question is added to the navigation tree. 13(optional) Click Update Library to add the question to the questions library.
Note: When you add a question to the questions library, conditions
added to the question are not stored with the question in the questions library.
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Task
Steps
Using the questions 1 Click Questions in the navigation tree. library with the SRD 2 Click Add Question. 3 Select New Question from the navigation tree. 4 In the Select from library field, select a question from the menu items. 5 In the Number of Text Rows field, specify how many lines are used in your question. 6 In the Limit Input Length to field, specify the amount of characters that a user can enter. 7 (optional) Enter a default response. Creating a default value overrides any defaults your SRM administrator had previously configured. See Restrictions in creating questions on page 102. The question is automatically added to the navigation tree.
8 (optional) Click Update Library to update the question in the
questions library.
Note: When you update a question in the questions library,
conditions added to the question are not stored with the question in the questions library. 4 Specify the order in which the questions will appear in the SRD (when it appears
in the Request Entry console) by selecting the question and clicking the Up and Down buttons.
NOTE
If you made a mistake, you can select a question from the navigation tree and click Delete to remove it from the list of available questions.
5 Click Next to map the variables.
Restrictions in creating questions

Be aware of the following restrictions when creating questions. Creating required or hidden questionsThe question requirements must match the data targets you map in Mapping variables to questions you defined for the SRD on page 103. For example, because the Description field is required, the question should be required as well. When the users answer to a question is pushed to a required field on a back-end application, specify this question as required. If a data target field is required, it is listed in the Variables area. For example, if you want a user to enter the urgency of a change request, make sure to specify that Urgency question is required and must be answered.
NOTE
When a question is mapped to target data that is required, the question is automatically mapped as required.
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If a user ignores the question and submits the request, the back-end application generates an error (which you must troubleshoot later). If you hide the question, this option enables you to impact the fulfillment process, without requiring any response from the user. Hidden fields work in the following ways: The question and response are visible in the Request Details of the service request, but are not visible to the average user. The question and response do not show up in the Summary view in the Request Entry console. If you hide the question, make sure that you enter a default response. Do not hide Date/Time, Date, or Time fields. Entering default valuesCreating a default value overrides any defaults your SRM administrator had previously configured. Be careful about the target data that is exposed to users. An attempt to create a work order from the SRD will fail if a user enters the wrong values, for example, the Priority field in a work order has a value other than Critical, High, Medium, or Low.
WARNING
To prevent CAI mapping errors on text questions, you must determine the right value to enter in the Limit Input Length field to on the Question Management form. If you are passing the values from a text question from BMC Service Request Management to a back-end application (for example, Incident Management), make sure you set the proper field length values. Otherwise, errors might appear in the CAI events trying to create records in the back-end applications, because data from one of the fields in the service request is too long (for example, trying to pass 128 characters to a field that only accepts 100 characters). See Troubleshooting processes related to the service request on page 219
Mapping variables to questions you defined for the SRD

This section describes how to map variables to the questions that you added to the SRD. You can map multiple questions to the same variable. For example, the users answer in the Description field on the Request Entry console can be pushed to the Description field data target in the Change Management, Incident Management, and Work Orders fulfillment templates.
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To map variables to questions you defined for the SRD

1 In the Variables area, select one of the variables. 2 In the Mapping Details area, select Question, and choose one of the questions you
previously defined. Make sure that the available questions you select will map to the intended data targets. For example, the question (What kind of chair do you want?) corresponds to the Description data target. If not, you must create a question. If you specify None, you do not need to supply a value for the target data. See Including no data targets in the Service Request form on page 106.
3 Specify if the question must be answered by the answer or the data is internal.
When mapping data, the following table shows the question format restrictions.
Question format Back-end field type How to map data (User Displayed, Internally Represented Value, or Either) Either User Displayed Internally Represented Value When the internal value is used, the Stored Values defined for the question is passed to the back-end fulfillment application. The stored values must match those of the selection field on the back-end form Comments
Text Radio Button, Check Box, Static Menu
Character Character Selection Field
Either choice maps data correctly.
Query Menu Date
Character Date Character Date/Time Time
Either Internally Represented Value User Displayed Not applicable Not applicable Internally Represented Value User Displayed Internally Represented Value User Displayed Either Either Not supported Not supported
Date/Time
Date/Time Character Date
Time
Time Character
Range
Character Integer
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User Displayed ResponseUser enters answer to the question from the Provide Information panel on the Request Entry console as input. Internally Represented ResponseData is passed internally as input (the stored values or BMC Remedy AR System internal representation for Date, Time, or Date/Time fields). EitherBoth User Displayed Response or Internally Represented Response options map data correctly to the back-end.
4 Click Apply, and click Close. 5 Close the Question Management form. 6 Save the SRD.
Using Advanced options when mapping questions to data targets

As part of the Advanced settings, you can concatenate multiple data targets (for example, questions, text, or values from service request fields) to the same variable. You would do this primarily if you needed to piece together the users response into one data target. For example, you can concatenate three questions to one variable. Several advanced options are available for mapping the source of the value. QuestionValue comes from a question response. You must map the target data to a selected question. TextYou can map text as the source of the data for the target data items. You must enter a default value. SR FieldsYou can map service request fields on the Service Requests form as the source of the data for the target data items (fulfillment application fields). For example, this functionality is useful if you wanted to push the quantity and total price of a service request to a work order. You also use this functionality with advanced interface forms. See Creating and using advanced interface forms on page 263. Line BreakAdds line break to Service Request form.
To map questions to advanced options

1 In the Variables area, select one of the variables. 2 In the Mapping Details area, select Advanced.
If you specify None, you do not need to supply a value for the target data. See Including no data targets in the Service Request form on page 106.
3 Click Edit. 4 In the Edit Advanced Mapping dialog box, combine questions, text, and service
request fields for the mapping. If you made a mistake, click Clear to start over.
5 Click Apply. 6 Click Close. 7 Close the Question Management form. 8 Save the SRD.
Mapping service request fields to data targets

You can map service request fields on the Service Requests form as the source of the data for the target data items (fulfillment application fields). For example, this functionality is useful if you wanted to push the quantity and total price of a service request to a work order. You also use this functionality with advanced interface forms. See Creating and using advanced interface forms on page 263.
To map service request fields to data targets

1 In the Variables area, select one of the variables. 2 Click Advanced. 3 Click Edit. 4 In the Edit Advanced Mapping dialog box, click SR Field. 5 Select a field from the Service Requests form.
For example, you can use the value from the Total Price field on the Service Requests form to set the target value in the back-end application (in this example, TypeField_Char2 on your work order).
6 Click Apply. 7 Close the Question Management form. 8 Save the SRD.
In this example, when you submit the service request, the quantity and total price values are pushed to the details fields in the work order. The work order manager or assignee can click View Service Request to view its request details, for example, its work history, its Request ID, and so on.
Including no data targets in the Service Request form

You can ignore the data target by selecting None. You do not need to supply a value for the target data, though you run the risk of failure in the back-end applications. For example, an attempt to create a work order from the SRD will fail if all the required fields do not have the right values entered (for example, the Summary field is left empty).
To include no data targets in the Service Request form

1 In the Variables area, select one of the variables. 2 Click Advanced, and click Edit. 3 In the Edit Advanced Mapping dialog box, click None.
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4 Click Apply.
No value is pushed to this target data.

5 Close the Question Management form. 6 Save the SRD.
Modifying SRDs
When you create an SRD, you keep it in the Draft state until you are ready to submit it for approval. Before submitting the SRD for approval, you or someone in your group can open the record and add or modify information.
NOTE
You cannot modify an SRD record after you have submitted it for approval. If you modify it after it is approved, the SRD record must go through the approval process again. This process is not automated. You must manually resubmit the SRD for approval. SRDs can be approved only before they reach the Deployed state.
To modify SRDs
to modify.
3 Modify any of the fields. 4 Click Save.
Adding a business service to the SRD

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

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

1 Open the SRD form in Modify mode. 2 Click the Select button under the Business Service field. 3 Complete the search criteria tabs on the CI Relationship Search form with the
relevant information, and click Search. Matching results appear in the CIs table.
4 (optional) Open the CI Relationship Viewer. Figure 2-16: CI Relationship Viewer
You can view a CI in the BMC Atrium CMDB and its relationships to other CIs in a tree structure.
5 Select a configuration item from the CIs table and click Select.
The CI Relationships Search form closes and the name of the CI appears in the Business Service field.
6 Select the Create Business Process check box (selected by default) if you want the
SRD to automatically create the business process that works with the business service CI. Otherwise, clear the Create Business Process check box. This action works only if the Service Request Definition Settings form is properly configured. See the BMC Service Request Management Configuration Guide.
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Working with SRDs
Viewing the business service CI related to the SRD

To view the business service CI that is related to the SRD, open the SRD and click the View button under the Business Service field.
Clearing CIs from the SRD

To remove the relationship between the business service CI and the SRD, open the SRD, and click the Clear button under the Business Service field. This action only cancels the relationship between the CI and the SRD; it does not delete the CI.
Entering information on the Service Request tab

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

1 Open the SRD form in Modify mode. 2 Click the Service Request tab. 3 Perform any of the following actions:
Specify if the service request needs approval. See Reviewing the approval cycle of a service request on page 226 and the BMC Service Request Management Configuration Guide. Add a service request coordinator group. You can select which coordinator group is assigned to work on the service request. The service request coordinator group included a list of members. By default, BMC Service Request Management selects (in the round-robin method) from the list which member of the group will be assigned to work on the service request. See Using the Service Request Coordinator Console to manage service requests on page 206. Add a survey. See Adding surveys to the SRD on page 110.
4 View the read-only metrics.
The Request Frequency field shows you the number of times a service request was created using this SRD. The information is updated when a service request is created using this SRD.
NOTE
The Survey Enabled field shows that no survey can be sent for this company. The flag is based on the Request Rules form setting. See the BMC Service Request Management Configuration Guide.
5 Click Save. Chapter 2 Service Catalog Manager role 109
Adding surveys to the SRD

Use the Search for Surveys form to select survey questions for your requesters. Surveys give the Service Catalog Manager or Business Manager an indication of customer satisfaction levels and how the service desk is performing.
NOTE
You can add a survey to the SRD only if surveys are enabled in the BMC Service Request Management Request Rules form. See the BMC Service Request Management Configuration Guide.
To select surveys
1 Open the SRD form in Modify mode. 2 Click the Service Request tab.
If your BMC Service Request Management administrator created a default survey, its name appears.
3 To exclude a survey from this SRD, select Disabled from the Status menu. 4 To create a custom survey for this SRD, select Custom from the Configuration
field. Otherwise, the default survey is included with the SRD.

5 Click Select. 6 In the Search Survey form, select the company to which this survey applies, or
select Global to make this survey available to all companies.

7 To create a survey, click Create. 8 In the Configure Survey form, enter a name for your survey. 9 Click Save.
The dialog box closes and you are returned to the Search Survey form.
10 Click Manage Questions.
The Manage Questions form appears.

11 To create or modify questions in your survey, perform the following steps: a Specify a locale, if your questions must be localized, for example, en_US. b Specify the numerical sequence, for example, 1. c Define the question. d Click Add or Modify.
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Working with SRDs
Selecting entitlement information for SRDs

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

1 Open the SRD form in Modify mode. 2 If you are modifying an SRD, put the SRD in offline mode.
You cannot add entitlements to SRDs that are online. For information, see Taking an SRD offline on page 123.
3 Click the Entitlements tab. 4 If you are creating an SRD, click Refresh to make any default entitlements appear. 5 Click Add New Rule or Modify.
The Entitlement Rule dialog box appears.
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6 To create an entitlement rule, perform the following steps: a Select the people qualification.
NOTE
The contents of the SRD Qualification Name field is preselected and cannot be modified. To define an entitlement rule with a more generic SRD qualification, the Service Catalog Manager must have access to the Entitlement Management option through the Application Administration Console. See the BMC Service Request Management Configuration Guide.
b (Optional) Select the Exclusion Rule check box.
You use this Exclusion Rule check box to deliberately prevent groups or persons from accessing the SRD. Otherwise, you are assuming that the groups or persons you select are entitled to use the SRD. For example, to specify that EMEA (Europe, Middle East, and Asia) can use the current SRD, you would select or create Location EMEA rule as the People Qualification, and then you would not click the Exclusion Rule check box.
c Click Save. 7 Save the changes to your SRD.
The rule appears in the Entitlement Rules table field.

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

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

1 Open the SRD form in Modify mode. 2 If you are modifying an SRD, put the SRD in offline mode.
You cannot add entitlements to SRDs that are online.

3 Click the Entitlements tab. 4 Click Modify. 5 In the Entitlement Rule dialog box, view the People and SRD qualifications as
needed.
6 Close the Entitlement Rule dialog box, and return the SRD to online mode.
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Working with SRDs
Creating People qualifications

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

1 Open the SRD form in Modify mode. 2 Click the Entitlements tab. 3 Click Add New Rule. 4 Under the People Qualification Name field on the Entitlement Rule dialog box,
click View or Create.

5 In the People Qualification for Entitlement form, create or edit the following
People qualifications:
Name Company AR Username Description Entitles one specific company to view the SRD. Entitles one person to view the SRD. Click the Add button to open the People Search form. Select the appropriate user record, and click Select. Entitlement Group Location Entitles one specific group to view the SRD. Entitles a specific location to view the SRD, defined by any combination of region (North America), site group (Northern California), or site (Sunnyvale). Enables you to define an advanced entitlement qualification. When you select this option, the Advanced Qualification Builder appears. You can define a more complex set of search criteria by using fields on the form you are searching. See To use an Advanced Qualification to further narrow your search on page 39.
Advanced Qualification
You can pick only one option from the People Qualification Definition form.
6 (optional) Click the System Details button to view read-only information about the
creator of the entitlement and when it was created.

7 Click Save.
Adding work information to SRDs

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

1 Open the SRD form in Modify mode. 2 Click the Work Info tab. 3 Modify the work information type, if needed. 4 From the Source list, select the source of this information.
Information sources can include, for example, email, system assignment, or the Web.
5 Enter the details of your work information record in the Date, Summary, and Work
Info Notes fields.

6 To add attachments to the entry, click Add.
See Adding attachments to a Work Info entry that is attached to the SRD on page 114.
7 From the Locked list, select Yes or No to lock the log. 8 Select the view access:
Internal enables only users in your organization to see the entry. External enables everyone with access to the system to see the entry.
9 When you have finished updating, save your changes.
The Save operation adds your entry to the SRDs work history. The Show field enables you to filter specific work entries based on the type of activity that appear in the table.
10 To see a report of the activities you performed against this SRD, click Report. 11 To see all entries for work information history, click View. 12 Save the SRD.
Adding attachments to a Work Info entry that is attached to the SRD

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

1 Open the SRD form in Modify mode. 2 Click the Work Info tab.
Use this tab to enter, view, or delete any attachments for this SRD.
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Using the approval process with SRDs
3 To add an attachment: a Click Add. b Browse to the document to attach, and click OK to add the attachment to the
SRD entry. You can add a maximum of three attachments.

4 To view an attachment: a Select the attachment from the Attachment table, and click Display. b Select the attachment and open it. You can also save it to your computer before
opening it.
c View the attachment and close it when you are finished. 5 To delete an attachment, select it from the Attachment table, and click Delete. 6 Save the SRD.

When the SRD approval process (Service Request Definition - Ad Hoc) is enabled, by default the Service Catalog Managers approve any SRDs they are responsible for. BMC Service Request Management 7.6.00 is fully integrated with the BMC Remedy Approval Server for business, technical, and financial approvals. See the following guides: BMC Remedy Action Request System BMC Remedy Approval Server Guide BMC Service Request Management Configuration Guide
Defining SRD approvals

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

1 Open the SRD form in Modify mode. 2 Click the Approvals tab. 3 Specify if you want the approval engine to determine the approvers list.
This is the default setting. The SRM administrator can choose to bypass the approval server in the Service Request Definition Settings configuration form. See the BMC Service Request Management Configuration Guide.
4 To include an individual approver in the Approvers list, select the Individuals
check box, and select any combination of Customer, Catalog Manager, or Service Request Coordinator. Here you are defining if the Customer, Service Catalog Manager, or Service Request Coordinator must approve the SRD before it can be deployed. For the Customer required to approve the SRD, see the Definition tab of the SRD. For the Catalog Manager required to approve the SRD, see the Definition tab of the SRD.
NOTE
If the name of the Request Catalog Manager on the Definition tab is the same as the creator of this SRD, only one approval signature is created. Multiple signatures are not required. For the Service Request Coordinator required to approve the SRD, see the Coordinator Company and Coordinator Group defined in the Service Request tab of the SRD. The following example illustrates how you can add a customer to the approval list. This individual must approve the SRD before it can be deployed.
Figure 2-17: Customer added to approve SRD
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5 To add an ad hoc approver, perform the following actions: a Click Add. b In the Add Approvers dialog box, specify an individual or group. c Enter the full name of the individual or group. d Click Save.
The Add Approvers dialog box is closed and you return to the Service Request Definition form.
e Click Refresh.
The individual or group is added to the approvers list.

6 Save your changes to the SRD. 7 To view approvers by the SRD approval state, select an approval state from the
Show menu, for example, Pending. The Approvers list then refreshes with the current list of approvers who must approve the SRD before it can be moved to the next approval state.
NOTE
Adding an individual or ad hoc approver causes the Set using Approval Engine flag to be set, and the approval engine will be used to determine any additional approvers.
Submitting SRDs for approval

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

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

3 Specify a start date.
You cannot approve or deploy the SRD until you specify a start date.
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4 Enter additional information in the SRD, for example, Turnaround Time or Price.
NOTE
Turnaround time is used to calculate the expected completion date of the SRD. To calculate the expected completion date accurately, business hours and holidays must be configured. For information about configuring business hours and holidays, see the BMC Service Request Management Configuration Guide.
5 Start the approval process by changing the SRDs status to Request for Approval.
The Cancel Approval button appears in the Service Request Definition form next to the Status field. The yellow stoplight alerts the Service Catalog Manager that the SRD is not yet online.
6 Click Save.
Viewing the approval process

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

1 Search for an SRD.
See Search criteriaManaging SRDs on page 55.

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

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

1 Open the Service Catalog Manager Console. 2 Perform one of the following actions:
In the left navigation pane, choose Console View > Needs My Approval. Enter search criteria (for example, all SRDs with Request for Approval status) and click Search. Requests needing your approval appear in the search results table.
3 Select an SRD, and click Approve or Reject.
When you refresh the table, the SRD you just approved no longer appears. In addition, the SRD automatically moves to the Deployed state (if the default approval process configuration record for SRDs is enabled). See the BMC Service Request Management Configuration Guide.
4 Search for the SRD you just approved.
The Take Offline button and the green stoplight appear in the Service Request Definition form above the Status field. The green stoplight alerts you that the SRD was deployed and users can access it in the Request Entry Console.
WARNING
If you take the SRD offline and then modify it, the SRD does not require additional approval for redeployment. If you make major changes to the SRDs functionality, the SRD cannot be submitted for re-approval.
To approve SRDs by using the Approval Console

1 Open the Service Catalog Manager Console. 2 In the left navigation pane, choose Other Applications > Approval Console.
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3 In the Approval Console, enter search criteria (for example, who you are acting as)
and click Search. Requests needing your approval appear in the Approval Requests table.
4 Select the approval request, and click Approve or Reject.
The SRD is automatically set to the Deployed state. The SRD is available to users from the catalog. Users can view the service request definition in the Request Entry Console and browse or search for it.
Defining service targets for SRDs

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

1 Open the SRD form in Modify mode. 2 Click the SLM tab. 3 Select a goal from the Goal list.
The Goal list contains a selection of predefined templates for service targets that define specific goals. The options are: Service Request Total TimeThis goal sets a time to complete the request after it is submitted. Service Request Process TimeThis goal sets a time to complete the request after it is approved. Service Request Approval TimeThis goal sets a time to approve the request after it is submitted.
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Defining service targets for SRDs
4 Click Create.
The Service Target Wizard appears. Some fields in the Step 1 tab are automatically filled; for others, you can enter or change the criteria.
Field name Title Description Goal Type Goal and Cost Hours Minutes Business Schedules Business Entity Select a business entity that specifies the times when you do not want the service target to be measured, for example, during a holiday when the company is shut down. The number of hours and minutes before the service target is considered missed. Description The title assigned to the service target. The title consists of the SRD number -Service Request title- SLM ID number. Enter an optional description of what the service target does. The goal type you selected in step 3 on page 120.
5 Click Next to move to Step 2.
In Step 2, you can create milestones and actions that will ensure that your service target meets its goal. For example, if 75 percent of the time has elapsed and the request is incomplete, you can send a reminder to the manager.
6 To select a milestone, click Add beneath the Milestones table. 7 In the Create New Milestone dialog box, select a milestone (for example, Service
Request - 100% of goal) and click OK. The milestone is listed in the Milestones table.
8 To select the action that occurs at the selected milestone, click Add (below the
Actions table).
9 Create New Action dialog box, select an action (for example, Service Request warn
request manager) and click OK. The action is listed in the Actions table.
10 Select more milestones and actions if applicable. 11 Click Finish.
A dialog box appears, asking if you want to build the rules for the service target. This creates the workflow so that the service target can be deployed.
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12 Click an option to build the rules. You have the following choices:
YesThe application builds the rules immediately. NoThe application does not build the rules at this time. You can build the rules later by opening the SLM console at the Service Targets tab. The service target that was not built is listed with a build status of Needs to be Built. Select your service target and click the Build button. After the rules are built, your service target is created and associated with your SRD.
13 Click Refresh to view service targets in the Current Service Targets table that are
associated with the service request.

14 Save your service request and associated service targets.
Advanced service targets

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

Use the following steps to relate a service target to a service request.
1 Open the form for the relevant SRD. 2 Click the SLM tab. 3 Click Relate. 4 In the Searching for Service Targets form, enter the search criteria to retrieve the
service target, and click Search. The service targets are listed in the Search Results column.
5 Select the service target and click Relate Selected Record.
The service target is listed in the Current Service Targets table on the Service Levels tab. You can relate multiple service targets to a single SRD.
6 Save your SRD.
For more information about the subsequent flow for the service request, see Service request life cycle on page 213. For more information about creating templates and business entities, see the BMC Service Level Management Configuration Guide. For more information about creating service targets and creating agreements, see the BMC Service Level Management Users Guide.
Deploying the SRD
Deploying the SRD

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

1 Search for the SRD. 2 Work the SRD through its various states until you reach the Deployed state.
The Take Offline button and the green stoplight appear in the Service Request Definition form above the Status field. The green stoplight alerts you that the SRD is deployed and is in the correct date range.
3 Click Save.
The SRD record is online and available to users from the catalog. Users can view the service request definition in the Request Entry Console and browse or search for it.
Taking an SRD offline

If needed, you can temporarily take an SRD offline, for example, for testing how an SRD functions in the Request Entry Console, or you must modify it for some reason. The red stoplight alerts you to the SRD status. In addition, an SRD might be offline because its end date expired.
To take an SRD offline

1 Search for the SRD. 2 Click the Take Offline button.
The Turn Online button and the red stoplight appear in the Service Request Definition form above the Status field. The red stoplight alerts you that the SRD is no longer deployed and users cannot access it in the Request Entry Console.
3 Click Save.
The SRD record is no longer available to users from the catalog.
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Restoring the SRD to the online state

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

1 Search for the offline SRD.
The Turn Online button and the red stoplight appear in the Service Request Definition form above the Status field.
2 Click the Turn Online button.
The green stoplight alerts you that the SRD is redeployed.

3 Click Save.
The SRD record is available to users from the catalog.
To reset the date of an expired SRD

1 Search for the offline SRD. 2 In the End Date field, open the calendar. 3 Enter a date, and click Save.
The green stoplight appears, alerting you that the SRD is deployed.
Building SRDs that use dynamic data flow

The following scenario illustrates how to build SRDs that use dynamic data flow. It builds on your expertise in creating standard SRDs, adding questions to SRDs, and deploying the SRD. You can modify these values as needed for your own environment. See Working with SRDs on page 84.
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Building SRDs that use dynamic data flow
(optional) Creating an SRD that tests the Change PDT

This test SRD uses the Change PDT (Change_Mgt_PDT) that you created in Change request PDT on page 79. The service request that you submit should successfully pass the contents of the Summary and Operational Categorization Tier 1 fields as output to the change request. When you complete the change request, the change request should pass its output to the two work orders.
Area, tab, or field Tab or field Header Company Title Navigation Categories (and so on) Needs Approval Value Enter required information to complete the SRD (for example, Dynamic_SRD. Yes by default You can temporarily disable service request approval for testing purposes. You can temporarily disable SRD approval for testing purposes. Function or description
Service Request Approval tab Approvals tab Definition tab
Set using Approval Engine Request Type Process Template
Selected by default. Standard Select the change request PDT (for example, Change_Mgt_PDT).
1 Click Questions. 2 Click Add Question. 3 After you enter all the
Effective Dates and Times Enter a start date.
Questions & Mappings
Add Question
following information, click Apply. 4 Click Next to go to the next page of the wizard. Question Text Question Format Category Variable Mapping Question Categorization Tier 1 Summary Text Local SRMS
1 Select question (for
example, Categorization Tier 1). 2 Click Apply. 3 Click Close.
Creating an SRD that uses the Incident PDT

This SRD uses the Incident PDT that you created in Incident request PDT on page 81. This procedure assumes that the test SRD you previously created passes the output from the change request to the two work orders successfully.
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The service request that you submit should successfully pass the contents of the Summary and Operational Categorization Tier 1 fields as output to the incident request. When you complete the incident request, the incident request should passes its output to the change request. When you complete the change request, the change request should pass its output to the two work orders.
Area, tab, or field Tab or field Header Company Title Navigation Categories (and so on) Needs Approval Value Enter required information to complete the SRD (for example, Dynamic_SRD. Yes by default You can temporarily disable service request approval for testing purposes. You can temporarily disable SRD approval for testing purposes. Function or description
Service Request Approval tab Approvals tab Definition tab
Set using Approval Engine Request Type Process Template
Selected by default. Standard Select the incident request PDT (for example, Incident_Mgt_PDT).
1 Click Questions. 2 Click Add Question. 3 After you enter all the
Effective Dates and Times Enter a start date.
Questions & Mappings
Add Question
following information, click Apply. 4 Click Next to go to the next page of the wizard. Question Text Question Format Category Variable Mapping Question Categorization Tier 1 Text Local SRMS
1 Select question (for
example, Categorization Tier 1). 2 Click Apply. 3 Click Close.
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System SRDs shipped with BMC Service Request Management
System SRDs shipped with BMC Service Request Management

BMC Service Request Management ships with three system SRDs to support the reverse creation of service requests from back-end applications. Each SRD comes with its corresponding system PDT and AOT. Without these PDTs and AOTs, the service request is not created correctly.
SRD title Work Order Request SRD type Work OrderThe system SRD for work orders is automatically installed with BMC Service Request Management. Change RequestThe system SRD for change requests is included with BMC Remedy Change Management. The system SRD for change requests is installed only when BMC Remedy Change Management is present. Service Desk Incident IncidentThe system SRD for incidents is included BMC Remedy Incident Management. The system SRD for incidents is installed only when BMC Remedy Incident Management is present. Process Template sample Incident Sample Incident PDT name Process Template Work Order AOT name Work Order
Change Request
Process Template sample Change Sample Change
WARNING
The PDT and AOT names have the term Sample in their titles, but they are not sample data. You should never delete these SRDs, PDTs, and AOTs. If you try to delete them, you are prompted with a system warning.
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The following fields on the system SRDs are locked and cannot be edited.
Field name on Service Request Definition form Status Description Characteristics SRD status is always Draft, so that it never appears on the Request Entry Console. Includes special message: This SRD is used internally by the system for the (optional) creation of a linked request when a work order is created directly in Work Order Management. Users are unable to create these requests directly, but will be able to track the related work order in the Submitted Requests section of the Request Entry Console. Instructions Includes special message: oob configuration should be such that end users will not see this request or the internal system requests category when they browse or search the catalog. Request Type (Definition tab) Cannot change the process. Process Template (Definition Cannot change the process. tab) Business Service (Definition tab) Needs Approval (Service Request tab) Cannot add a business service. Field is set to No and cannot be edited. Because the backend request is being created, there is no need to perform approvals on the service request.
For more information about creating service requests from work orders, change requests, and incidents, see Creating service requests from back-end applications on page 229.
Exporting SRDs and PDTs

Service Catalog Managers can use the Import Export Console to export SRDs and PDTs between source and destination servers. This functionality also supports the portability of best practice service catalog offerings from a community website. When you export SRDs, or only PDTs, the export operation includes all related data (for example, questions, images, category and entitlement data, and so on). The Import Export Console exports this data so that the SRDs and PDTs operate correctly.
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Exporting SRDs and PDTs
When you export SRDs, all related PDTs and AOTs are included in the export operation. When you export PDTs, all related PDTs and AOTs are included in the export operation. You must have Request Catalog Manager permissions to export or import SRDs, PDTs, and supporting data. You must also install the BMC Remedy Data Import tool, which is included with BMC Remedy Developer Studio, on your local computer.
NOTE
You should export SRDs only when they are in Draft or Deployed status.
To export SRDs and PDTs, or only PDTs

1 Log in to your source AR System server with BMC Remedy User.
NOTE
The Import Export Console works only with BMC Remedy User; you cannot use a browser.
2 In the IT Home page, choose Service Request Management > Import Export
Console.
3 From the left navigation pane, click Export Request Definition to export SRDs and
PDTs, or click Export Process to export only PDTs.

4 Search for the SRDs or the PDTs to export. You can use various search criteria (for
example, searching by Title or by Company).

5 Select one or more SRDs or PDTs from the search results table.
You can select multiple SRDs or PDTs and export them as a unit.
NOTE
If you do not start the export immediately, it is possible for the selected SRDs or PDTs to be deleted by another Service Catalog Manager before you start the export operation.
6 In the File Name field under Export Options, enter a path and file name.
A folder with the name of the file followed of a sequence of numbers is created, containing images used by the SRDs. The .arx extension is automatically added to the export file. If the specified export file exists, the file is appended to and an additional folder is created that contains images used by the SRDs.
7 Click Export. 8 If you see the AR System User - Note dialog box, click OK.
When the export operation is completed, the History window appears. You can navigate to the path for the export file to verify that the file was exported. The search results table in the History window shows information about the export. See Viewing the history of imports and exports on page 135.
Exporting supporting data

You can export supporting data in bulk that is available on your server. You can export all the supporting data from your server, or only specific items (for example, only the questions).
IMPORTANT
You cannot import SRM data (AOTs, PDTs, SRDs, and any supporting data) that was exported using one version of BMC Remedy Incident Management and BMC Remedy Change Management to the destination server running a different version of BMC Remedy Incident Management and BMC Remedy Change Management. For example, if your SRM data was created on a source AR System server running BMC Remedy ITSM 7.x, you must import it to a destination server running BMC Remedy ITSM 7.x. You cannot mix-and-match BMC Remedy ITSM 6.x and 7.x versions when exporting and importing.
To export supporting data

1 Log in to your source AR System server with BMC Remedy User. 2 In the IT Home page, choose Service Request Management > Import Export
Console.
3 From the left navigation pane, click Export Supporting Data. 4 Select one or more of the following options:
All Supporting DataExports all underlying support data from your source server, including navigation categories. Configure Survey QuestionsExports survey questions tied to a specific SRD or survey questions defined as default for all SRDs for a given company. Service Request ImagesExports all images used with your SRDs and navigational categories. Category DataExports navigational categories for SRDs and the images that are related to the categories. Entitlement DataExports entitlement rules. QuestionsExports questions text and question menu items.
5 In the Export Options field, enter a path and file name.
The .arx extension is automatically added to the export file. If the specified export file exists, the file is appended to.
6 Click Export.
When the export operation is completed, the History window appears. You can navigate to the path for the export file to verify that the file was exported.
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Importing SRDs and PDTs
The search results table in the History window shows information about the export. See Viewing the history of imports and exports on page 135.
NOTE
If advanced interface forms (for example, the Password Reset form) are attached to your SRDs, you must export and import them manually. For more information about advanced interface forms, see Advanced interface formsOverview on page 264.

After you export SRDs and PDTs, you can import them to the target system. The import utility uses BMC Remedy Data Import, which comes with BMC Remedy AR System. See the BMC Remedy Action Request System Configuration Guide. Before you import the definitions to production forms, you might want to modify the definitions. The import utility provides options to avoid conflicts on the destination AR System server when you are importing definitions. The import operation stages the data, so that you can monitor the progress of the import operation. If needed, you can back out from the import operation by deleting the staged data. When you validate the data, the modifications are applied to the staged definitions. The import data is imported to the destination server only when you promote it.
About the Version and Patch fields

In BMC Service Request Management 7.6.00, a Version field and a Patch field were added to SRD and PDT forms that hold the version and patch level of the BMC Service Request Management application on the export system. This information is used to dictate which version of exported data can be imported onto a system. The added Version information is included only in exported BMC Service Request Management 7.6.00 and later data. During the staging (on the merge), the version checking is executed to check versions of imported SRDs and PDTs against the version of the import system. If the import system version is older than the version of an SRD or PDT, the SRS:ImportExportCompatibility form is checked for compatibility information. If this information is not found, a warning is issued that the version of the SRD or PDT is newer than the version of the target system. If the Version Compatibility is not Enforced option (default setting) is selected in the Version Checking Mode field on the Import Export Console, the warning can optionally be ignored. If the Enforce Version Compatibility option is selected, the warning is treated as an error, and the import operation is terminated.
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NOTE
To export BMC Service Request Management 2.0.00, 2.1.00, or 2.2.00 data, you must first upgrade the application to BMC Service Request Management 7.6.00. You can then export the data from the BMC Service Request Management 7.6.00 system and import it to another BMC Service Request Management 7.6.00 system.
About importing data from another company

If you are importing data that was exported from a different company, note the following: CategoriesMatching categories are created for the new company if they do not exist. If they exist, the sub-categories (level 2 and 3) might need to be updated in the imported SRDs. SurveysMatching surveys are created for the new company if they do not exist. If they exist, nothing needs to be updated. The imported SRDs point to the matching surveys after the import. Entitlement RulesIf entitlements exist, the imported entitlements will be skipped. If there are no duplicates, everything is imported as is. Entitlement data is imported and duplicate entitlement data is skipped. Permission GroupsPermission Groups (along with their corresponding People) are not copied to the new company.
NOTE
For access permissions groups that are included in an entitlement definition, a warning is issued if a matching permission group for the new company is found. The warning states: The import process has encountered a warning. The
entitlement group has been skipped, since the definitions are being applied to the new company. The import process has found the entitlement group that matches the new company and updated the related People Entitlement Definitions.
The import process retains the values for the original company and the following information might need to be updated manually. Navigational categories (levels 2 and 3) Request Catalog Manager Service Request Coordinator Request Catalog Manager Entitlement rules Approval chains
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To import SRDs and PDTs

1 Log in to your destination server with BMC Remedy User.
NOTE
The import utility works only with BMC Remedy User; you cannot use a browser.
Console.
3 From the left navigation pane, click Import. 4 To import SRDs and PDTs, follow these steps: a In the Conflict Resolution Options area, select the option to use to resolve
conflicts with importing definitions to your destination AR System server:

Option Import new definitions only (skip duplicates) Description If the import operation finds existing definitions, the import operation continues but skips any duplicates.
Import new definitions If the import operation finds existing definitions, the import operation is only (if existing definitions canceled. found, cancel import) Import all definitions as The import operation avoids the possibility of conflicts by renaming the new (rename all by adding definitions. To avoid duplicate SRDs and PDTs, the utility enables you to add a a prefix to name) prefix or version number to the object names. You are limited to 19 characters in the prefix. Imported objects can include an optional version level, as you manage the development, test, and production life cycle, for example, 00.80 for Beta, or 01.00 for first roll out to customers. Apply the imported definitions to a different company If you select this option, the Company field appears, listing all companies available on the import system.
Keep Template Associations
Select the Yes option to keep AOT and template associations relationships. Otherwise, select No to remove AOT and template associations relationships.
b In the User Password field, enter the password to the target AR System server. c In the Path field, enter the path to the BMC Remedy Data Import batch file (DataImportTool.bat).
This batch file comes with BMC Remedy Developer Studio. By default, the install path is C:\Program Files\BMC Software\ARSystem\dataimporttool\.
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d In the Import Path and File Name field, enter the path and file name to the definition file (.arx) to import. e In the Import Log field, enter the location to the import log. By default, the
location is:
C:\Program Files\AR System\dataimporttool\SRMImportLog.txt 5 Click the 1. Stage Data button.
The Import Results table shows errors, warnings, and so on. The Details table shows the SRD records imported to their forms. If necessary, you can click the 4. Delete Staged Data button to delete the staged data. You can now validate the staged data.
6 Review the data import error logs. 7 Click the Validate Staged Data button.
The Import utility validates the data and shows the results in the Import Results table. For example, the names of the SRDs and PDTs changed by the import utility appear. Depending on the conflict resolution option you selected, the validate stage attempts to correct the staged data, if necessary, so that the data can be imported to the production forms. For example, the validate stage checks if you can properly apply the company to the staged AOTs, PDTs, and SRDs. One important error you might see is that you are attempting to import objects to your AR System server that have the same name as existing objects. If this error appears, you should import the objects as new and rename them. The Validate stage makes sure that you do not duplicate existing data in the production forms after you perform the import. Otherwise, you can delete the staged data and try again. If validation is successful, proceed to the Promote import stage.
8 Click the 2. Promote Staged Data button.
In the promote stage, the import utility completes the import of data to the AR System server, and shows the results in the Import Results table. After the data is imported to the destination server, the Delete Staged Data button is disabled, and the staged data can no longer be deleted.
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Viewing the history of imports and exports
Viewing the history of imports and exports

The History View window shows the history records of your imports and exports.
To view the history of imports and exports

Console.
2 From the left navigation pane, click History. 3 In the Operation field in the History View window, select Export or Import as the
operation to view.
4 (export only) In the Type field, select SRD, PDT, or Supporting Data as the type of
data to view.
5 Click Search after you have specified your search criteria (for example, SRD as the
Type of data and Export as the Operation). The history data appears in the search results table.
6 (optional) Click the header of the column by which to sort the table. 7 To print the a list of the data in the table, follow these steps: a Right-click in the table. b From the menu, choose Print Table.
This prints a list of all the items in the table, including those that are not in view.
c In the Print dialog box, enter the printing specifications, and click OK.
Migrating BMC Service Request Management from test to production environments

Use the following migration steps when migrating BMC Service Request Management 7.6.00 from test to production systems. This procedure makes the following assumptions: BMC Remedy AR System is installed and configured on the target AR System server All required add-ons are installed and configured on the target AR System server (for example, BMC Remedy Email Engine, BMC Atrium Integration Engine, BMC Remedy Approval Server, Assignment Engine) All required BMC Remedy IT Service Management applications are installed and configured on the target server
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BMC Service Request Management 7.6.00 is installed and configured on the target AR System server All Foundation data is installed and configured on the target AR System server You would find this overview helpful if, for example, in your test environment, you added an SRD that reuses an existing PDT. If you also added approval rules, entitlement rules, and work order assignment rules to support this new service, the following steps help you move this service to your production system with the confidence that it will work the same way as it does in your test environment.
Exporting definitions from your test environment

The following procedure describes the definitions that you should export from your test environment. See the BMC Remedy Action Request System Configuration Guide.
To export definitions from your test environment

1 Open BMC Remedy Developer Studio on your test environment server. 2 Choose File > Export to open the Export Wizard. 3 Expand BMC Remedy Developer Studio in the tree. 4 Select Object Definitions, and click Next. 5 Select the AR System server from which to export objects, and click Next. 6 In the Export Objects dialog box, click Add to open the Add Items dialog box. 7 Click the objects to export.
Include the following forms with your export operations: All modified standard forms All custom advanced interface forms (BMC Service Request Management 2.2.00 or BMC Service Request Management 7.6.00 only)
NOTE
On custom advanced interface forms, use the Directly Related option to migrate the forms and custom workflow. You should attach the standard workflow on the target AR System server after the custom advanced interface form is imported. See Creating advanced interface forms from templates on page 265. All custom (new) forms
8 From the Add Items with Related Properties list, select the Directly Related option
so that you copy all objects related to the forms (for example, workflow, menus, web services, and so on).
9 Click Next.
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10 To add more objects, click Add, and repeat steps 6 through 8.
This enables you to copy the following: Any additional modified standard workflow All custom (new) workflow
11 When the list is complete, click Next. 12 In the To File field of the Options page, enter the directory and file names for the
objects being exported. Make any corrections or use other options as necessary. You can save the file as.def (AR System definition format) or .xml type.
13 Click Finish to start the export operation.
Exporting additional supporting data from your test environment

The following procedure describes how to run an AR System report to export the remaining supporting data from your test environment. You perform a search on the back-end configuration forms used in the Application Administration Console and run the report to export the underlying data in .csv format. Export the data from the following back-end configuration forms: Define Application FieldSYS:Form Field Selection (if you added new fields) Approval MappingsAPR:Approver Lookup Entitlement Group ManagementENT:Entitlement Groups Entitlement Management
SRD:SRDEntitlementDefinition ENT:PeopleEntitlementDefinition SRD:SRDED PED Associations
Navigational categories
SRM:Navigational Category Strings SRM:CategoryReference
SRD Levels
SRD:SRDLevelCompanyModuleAssoc SRD:SRDLevel
On Behalf Of ManagementOBO:OnBehalfOfDefinition Service Target DefaultsINT:SLMSRS:ConfigServiceTarget:Defaults
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Work Order RulesWOI:CFG Rules Templates Work Order TemplateWork Order Template Task Group TemplateTMS:TaskGroupTemplate Variable TemplateTMS:VariableTemplate
To export additional supporting data from your test environment

1 Use BMC Remedy User to log in to your test environment AR System server. 2 Open a back-end configuration form (see the preceding list) in Search mode. 3 Run an unqualified search. 4 Select all the records. 5 Click Report. 6 Click New Style. 7 In the Properties dialog box, click Add All to include all the fields to the report, and
click OK.
8 Choose Report > Export To > File. 9 Use the form name to name your data file (for example, SYS_Form Field Selection.csv).
Make sure that you save the report as .csv type.

10 Repeat this procedure for each form in the list of the back-end configuration forms.
Exporting SRDs from your test environment

Use the following procedure to export SRDs from your test environment. See Exporting SRDs and PDTs on page 128.
To export SRDs from your test environment

Console.
3 From the left navigation pane, click Export Request Definition. 4 Search for the SRDs to export. 5 Select one or more SRDs from the search results table. 6 In the Export Options field, enter a path and file name. 7 Click Export.
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Importing definitions to your production environment

The following procedure describes the steps for importing SRM definitions to your production environment.
To import definitions to your production environment

1 Open BMC Remedy Developer Studio on your test environment AR System
server.
2 Choose File > Import. 3 From the Import Wizard, expand BMC Remedy Developer Studio in the tree. 4 Select Object Definitions, and click Next. 5 Select the AR System server from which to export objects, and click Next. 6 In the Import File dialog box, select the .def file, and click Next. 7 Select Replace Objects on the Destination Server, or other options as necessary. 8 Click Finish to start the import operation.
Importing data to your production system

The following procedure describes the steps for importing SRM data to your production environment. See the BMC Remedy Action Request System Configuration Guide.
To import data to your production environment

1 Open BMC Remedy Data Import on your production environment. 2 Choose File > Preferences to define your import preferences. 3 Choose File > New Mapping to create a mapping file, or use a saved mapping file. 4 Choose Import > Start Import to import the data.
If errors occur, the type of messages you receive depend on what you enter in the Bad Records field. After the import ends, a results message appears and the import log is updated. You can then use your imported data.
Importing SRDs to your production environment

Use the following procedure to import SRDs to your production environment. See Exporting SRDs and PDTs on page 128.
To import SRDs to your production environment

Console.
3 From the left navigation pane, click Import. Chapter 2 Service Catalog Manager role 139
4 Enter the password for the target AR System server that you are importing data to. 5 Enter the path to the BMC Remedy Data Import batch file (DataImportTool.bat). 6 Enter the path and file name to the definition file (.arx) to import. 7 (optional) If necessary, modify the location to the SRM import log. By default, the
location is:
C:\Program Files\AR System\Admin\SRMImportLog.txt 8 Click the 1. Stage Data button. 9 Review the data import error logs. 10 Click the Validate Staged Data button. 11 Click the 2. Promote Staged Data button.
In the Promote stage, the Import utility completes the import of data to the AR System server, and shows you the results in the Import Results table. For example, you are shown that the import operation was completed by the import utility.
IMPORTANT
If an AOT includes a template, the import export utility does not import the template along with the AOT, but includes the AOT reference to the template. As a result, if the template exists on the destination AR System server, the AOT uses that template after the import is finished. If the template does not exist on the destination AR System server, the import export utility imports the AOT, but it is set to inactive. To activate the AOT, you must register a template with the AOT. See the BMC Service Request Management Configuration Guide.
12 In the Import Export Console, select Import from the left of the Import/Export
form, and enter the password and path to the import file.
13 Validate that the questions work (you might need to remap the questions), and
verify the field mappings from the SRD.
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Using the Work Order Management application

BMC Service Request Management includes the Work Order Management backend application, which provides basic facilities for assignment, status, work info, and task management. The BMC Service Request Management integration with Work Order Management enables you to create any generic work-order process. The following topics are provided: Work order permissions and roles (page 142) Opening the Work Order Management application (page 144) Work Order Console functional areas (page 145) Work order life cycleStatus transitions (page 159) Managing work orders (page 163) Working with tasks (page 184) Using BMC Service Level Management with work orders (page 193) Fulfilling work orders (page 198) Viewing truncated data in a work order (page 198) Monitoring the progress of a work order (page 199) Opening the BMC Atrium CMDB Console from the Work Order Console (page 200) Viewing your profile from the Work Order Console (page 200) Searching for records (page 201)
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Work order permissions and roles

Work Order Management defines the following roles: Work order configuration Work order manager role Work order assignee role
Work order configuration

Configuring the Work Order Management back-end application requires that you have Work Order Config permissions. These permissions grant you access to modify work order configuration forms, work order rules, work order templates, and assignments. For detailed information, see the BMC Service Request Management Configuration Guide.
Work order manager role

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

Work order assignees are responsible for planning and implementing assigned work orders. They are usually people with specialized abilities in the support department of larger organizations. The work order assignee might be working actively on the work order, or coordinating the efforts of other groups or individuals working on tasks, if necessary.
NOTE
Using the Task Management System (TMS) functionality is optional with work orders. You can create work orders that do not use TMS tasks. To work with tasks, you minimally need Task User permissions. For information about other levels of task permissions required, for example, to create task templates, see the permission model in the BMC Remedy Task Management System Administrators Guide. Assignee activities and responsibilities include: Gathering appropriate information based on the work order assigned. Providing status updates to requesters on request. Plan the task schedule. Executing the tasks that make up a work order. Reviewing all completed tasks, if more than one work order assignee helped complete the overall work order. Determining requester satisfaction with the overall work order. The work order assignee requires the following permissions and functional roles: Work Order Master permission is required for access the Work Order Console and to work order records, and to access the Overview Console. Work Order Assignee functional role is required to be assigned as the Work Order Assignee for individual work orders.
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Opening the Work Order Management application

To start the Work Order Management application, open the IT Home page through a browser or through BMC Remedy User. If you use a browser, your application administrator will provide the appropriate URL for you to access the application.
To open the IT Home page from a browser

1 To open the IT Home page from a browser, type the following URL in to your
browsers address bar:

http://webServer:port/arsys/home webServer is the name of the BMC Remedy Mid Tier system, specified in the format server_name.company.com. port is an optional port number, which is needed if the web server is not on the
default port (port 80).

2 Enter your user name and password, and click Login.
Your administrator will let you know if you are required to input an Authentication string.
3 When the IT Home page opens, click the Work Order Console link in the
navigation pane.
To open the IT Home page from BMC Remedy User

1 Choose Start > All Programs > BMC Software > AR System > BMC Remedy User. 2 In the Login dialog box, follow these steps: a In the User Name field, type your user name. b In the Password field, enter your password. c In the Preference Server field, specify the server name if your administrator set
up a preference server for centralized user preferences.

3 Click OK.
The IT Home page form opens automatically. If it does not, perform these steps in BMC Remedy User:
a Choose Tools > Options. b In the Options dialog box, click the Home Page tab. c Select the check box to open the home page automatically. d Log out of BMC Remedy User, and log in again. 4 When the IT Home page opens, click the Work Order Console link in the
navigation pane.
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Work Order Console functional areas

The Work Order Console provides a dedicated workspace for managing work orders. This console enables work order managers and work order assignees to use Work Order Management to plan their days more effectively.
Figure 3-1: Work Order Console and its functional areas
Work order metrics and broadcasts
Work Orders table
Navigation pane
Details, Work Information, and Tasks
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The Work Order Console optimizes your visual work space so that you can track work orders quickly and efficiently. As a work order manager or work order assignee, various functions are available in the Work Order Console. These functions provide quick ways to go to different areas in Work Order Management and to perform other functions. The following table describes what you can do in each of the functional areas.
Functional area Work Order Console header Company View By Refresh icon Navigation pane View Broadcast, or New Broadcast Click this link to open the broadcast dialog box, from where you can view, create, modify, and delete broadcasts. When there are unread broadcast messages, this area shows a message: New Broadcast, along with the number of new messages. When there are new broadcast messages, the area also turns red. See Broadcasting messages on page 33.
Note: If you open the Work Order Console with no new broadcast messages, but
Purpose
This area contains two fields: Company and View By. These fields combine to provide a way that you can indicate the company name and the assigned-to categories used to filter the work order records in the All Types List table. Click the Refresh icon to update the console with the latest information.
the View Broadcast link is red, open the Application Preferences dialog box and make sure that a Console View preference is selected. See Setting Work Order Console preferences on page 151. Work Orders Defined Searches Panel Shows Open, Unassigned, Pending, and Resolved metrics that are calculated when the console opens. This area provides a place from which you can run a series of predefined searches. Manage My SearchesEnables you to create, edit, save, and delete custom searches. Saved custom searches appear under the My Searches node of the Defined Searches list. See Manage My SearchesCreating a custom search with advanced qualifications on page 203.
Note: If no custom searches are defined, the My Searches node does not appear.
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Functional area Functions
Purpose Use the links in this area to do the following actions: New Work OrderOpens the Work Order form in New mode. For information, see Creating work orders on page 168. Search Work OrderOpens the Work Order form in Search mode. You enter search criteria into the fields, and click Search. See Searching for records on page 201. My ProfileSets your profile. See Viewing your profile from the Work Order Console on page 200. Application PreferencesSets your program preferences and options. This function is also available from the BMC Service Request Management console. See Setting Work Order Console preferences on page 151. RemindersOpens the Reminders dialog box. For information, see Using reminders on page 152. ReportsOpens the Report Console. You can view the reports with the builtin Crystal Reports viewer from Business Objects. For information, see Generating reports on page 36.
Consoles
Depending on your permissions and what other applications are installed, use these links to open: Overview console Approval Console CMDB
Work Orders table Create View Print Work Orders Opens the New Work Order form so you can create a work order. Opens the record (work order or task) selected in the table. Prints the details of the record (work order or task) selected in the table. See Printing records on page 29. Shows high-level information about the records that match the criteria specified in the Company and Assigned To fields, or that were found by the most recently completed search. Click Work Order or Tasks to view the following information: Work OrdersShows more specific information (for example, Start Date) about the records that match the criteria specified in the Company and Assigned To fields, or that were found by the most recently completed search. Shows basic read-only information about the work order associated with the task. You can view additional details about the person who created the request and the person it is assigned to. TasksLists the tasks that are assigned to work order managers or assignees. The table list includes a column that shows the assignee of the task. The TAS prefix identifies the tasks. You can filter the tasks in the table by using the Company and Console View fields at the top left corner of the console. Shows basic read-only information about the task. You can view additional details about the person who created the request and the person it is assigned to. Work Info The Work Info area enables work order assignees to view or define actions performed or information gathered about a work order. For example, you can define a work information entry that documents the installation and back-out procedures.
Work Order Details
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Tooltips shown in consoles

To reduce the clutter on the Console, tooltips in the Work Order Console displays additional data that is not directly available to users. Move your mouse over the Work Order ID, and the tooltip appears. Tooltips show the Work Order ID, Priority, and so on.
Company and View By fields

The Company and View By fields show work orders that are assigned to you or to the support groups that you belong to. The Company field is typically left blank if you support only one company. If you support multiple companies and you want to view only the tickets for one company, select the appropriate company from the attached menu. Otherwise, you will view all tickets for all companies you support. The View By field provides options to look at work assigned specifically to you or to your support groups. When you select an option, a search is performed. You can change the table by using the Company and View By fields at the upper right corner of the console. Select the following options to filter out which requests you see: CompanyShows requests for a particular company. This field is especially useful in a multi-tenancy environment. PersonalShows the requests that are assigned to you. Selected GroupsShows the requests that are assigned to your support group. All My GroupsShows the requests that are assigned to all support groups that you belong to. If you belong to more than one support group, the requests for all those groups are shown. You can view requests and refresh the items that appear in the table. For more information about viewing and refreshing requests, see Searching for records on page 201.
About Work Order form views

BMC Service Request Management provides the following ways to view the Work Order form: Best Practice view Classic view The view that you see is configured for you by your system administrator, as described in the BMC Service Request Management Configuration Guide. The Best Practice view is the default view. For a description of the Best Practice View, see Best Practice view on page 149. For a description of the Classic view, see Classic view on page 150.
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NOTE
When documenting procedures in this guide, if there is a difference between how you do something in the Best Practice view and how you do it in the Classic View, only the Best Practice method is described.
Best Practice view

The Best Practice view is an improved version of the Work Order form. In this view, the fields most commonly used for resolving and for updating work orders are immediately visible. You can access additional, less frequently used functionality from the tabbed sections of the form or from the links in the navigation pane. Figure 3-2 on page 150 illustrates the Best Practice view. The following list outlines Best Practice view features: Customer fieldThe Customer field requires that you type only a few characters and press Enter. The application completes the customer details immediately if it finds a unique match with what you typed or shows a list of people from which you can select, if multiple matches are found. You no longer need to complete a combination of fields as you do in the Classic View. See Using the Customer and Contact fields on page 149. Contact fieldThe Contact field behaves as the Customer field. See Using the Customer and Contact fields on page 149. The Best Practice view is recommended for all Work Order Management users, regardless of their role. For information about Work Order Management roles, see Work order permissions and roles on page 142.
Using the Customer and Contact fields

Depending on how the Customer and Contact fields are configured, you can search for a customer based on Corporate ID, First Name, Last Name, Internet Email, or Phone Number. For example, in an installation that is configured to search on a five digit Corporate ID, if you type 123 and press ENTER, a selection list shows entries for all the people whose Corporate ID starts with 123. If you type 12345 and press ENTER, the search returns the individual who matches that number. If no match is found, an error message appears that specifies which field was searched. Clicking the plus button (+) to the right of the Customer and the Contact fields opens the People form, where you can create a customer profile record, if one does not exist. For more information about creating a customer profile, see Using the Classification tab to classify work orders on page 169. The minus button (-) to the right of the Customer and the Contact fields clears the fields contents. It does not delete the customer profile. For more information about creating and modifying People records from the Work Order form, see Using the Classification tab to classify work orders on page 169.
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Figure 3-2: Work Order formBest Practice view
Classic view
The Classic view is the Work Order form as it appeared in previous releases of Work Order Management. This view is provided for customers who are upgrading from earlier versions of BMC Service Request Management and who are not yet ready to adopt the Best Practice view. Figure 3-3 on page 151 illustrates the Classic view.
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Figure 3-3: Work Order formClassic view
Broadcast messages
The Broadcast messages on the upper-right portion of the console enable you to view and create broadcasts that can be viewed by the entire organization or by users in the support, approver, management, and administrator groups. For information, see Broadcasting messages on page 33.
Setting Work Order Console preferences

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

1 In the Work Order Console, choose Functions > Application Preferences. 2 In the Application Preferences dialog box, click the Work Order Management tab.
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3 In the Console View field at the top of the Application preferences form, choose
which group searches the Work Order form and shows the results in the Work Order Console. The default setting is none, but you can, for example, choose Personal or All My Groups. See Company and View By fields on page 148.
4 In the Search Criteria Default area for the console page, define the following
options: Work Order RoleWhen the Console Focus is Work Orders, choose the setting that appears in the Role field. The default is none. Work Order TypeWhen the Console Focus is Work Orders, choose the setting that appears in the Work Order Type field. The default is none. Task StatusWhen the Console Focus is Task, choose the setting that appears in the Status field. The default is All Tasks.
5 In the Overview Console area, define the following options:
Show Work OrderChoose Yes if you want work orders loaded into the Assigned Work table when the console is opened. Show TaskChoose Yes if you want tasks loaded into the Assigned Work table when the console is opened.
6 In the Work Order Console Settings area, choose if you want work orders or tasks
loaded into the console when you open it. The default setting is none, but you can, for example, choose Yes in the Show Work Order field if you want work orders to be shown.
7 Click Save.
You must close and re-open the Work Order Console for the changes to appear.
Using reminders
Reminders enable you to create notes for yourself and others. You can send them by email or through BMC Remedy Alert, and you can specify when they are sent. You can create generic reminders, or you can create reminders that are associated with a specific work order or task. For example, you can send yourself a note about a specific work order to remind you to follow up on it. Whether you access reminders from the console or from a work order determines which reminders you can view: When you open the Reminders dialog box from the console, you can view all reminders that you have created. When you open reminders from a work order, you can view all reminders associated with that work order. This includes reminders created by other users of BMC Service Request Management. You can modify or delete only the reminders that you have created.
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Creating reminders
If you create a reminder from the console, the reminder is generic. If you create a reminder from a work order, the reminder is specific to that work order.
To create a reminder
1 In the Work Order Console, or from a work order or task, choose Functions >
Reminders.
2 In the Reminders dialog box, click the Create Reminder tab. 3 In the Notify list, select either Individual or Group, depending on whether you are
sending the reminder to a single person or a group of people.

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

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

1 In the Work Order Management console, or from a work order, choose Functions
> Reminders. The Reminders dialog box appears. If you opened the dialog box from the Work Order Console, all reminders that you created appear. If you opened the dialog box from a work order or a task, only the reminders associated with that work order or task appear.
2 In the Show Reminders field, select the set of reminders that to view. The choices
are All, Pending, and Sent. The reminders appear in the table.
3 Select a reminder, and click View. 4 In the Reminder Details dialog box, modify the reminder, and click Save.
NOTE
To delete a reminder, select it, and click Delete.
About sending pages and email messages

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

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

1 Open the work order from which to send the page. 2 From the navigation pane on the left side of the form, choose Functions > Paging
System.
3 Select either:
Page By PersonTo page an individual. Page By On-Call GroupTo page the on-call member of a specified group.
4 Select the recipient.
To do this, complete the fields in the Search Criteria area, and click Search. When the search finishes, click the recipients name in the search results table, and click Select.
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If you are sending a page to a person (instead of an on-call group) and need help deciding which is the correct person, you can see more information by selecting an individual's name from the list, and clicking View. This opens the People form, which contains detailed information about the recipient.
5 Complete the fields in the Paging Information area, as follows, and click Send Page
Now. Pager Service ProviderSelect the recipients pager service provider from the list. If you are sending a page to a person, you can find this information by selecting the persons name from the search results list, and clicking View. When the People form appears, click the Notifications tab and look for the Pager Service Provider field.
NOTE
If you need more information about the service provider, click the button with the globe icon beside the field to open a link that takes you to the service providers website. Pager TypeThe system populates this field automatically, using information about the recipient already in the system. Pager NumberThe system auto-populates this field with the pagers telephone number, when possible. If the pager number is unavailable to the system, you must enter the pager number manually. See Manual Pager Number. Pager EmailIf the pager has an email address, type it here. If you are sending the page to a person, this information is available on the Notifications tab. Manual Pager NumberIf the pagers telephone number is not available automatically from the paging system, type the pagers telephone number here. Alphanumeric Pager Message or Numeric Pager MessageType your message in this field. Be aware that only one of these fields is enabled, depending on the type of pager the recipient carries.
Sending email
You can send messages about the current record by using the Email System form.
To send an email message

1 Open the work order from which to send the email. 2 From the navigation pane on the left side of the form, choose Functions > Email
System.
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3 In the Email System dialog box, indicate the recipient by selecting either:
Current ContactWhen you open the Email System form, if there is a current contact assigned to the record, the contacts name and contact information appears in the table and is the default recipient. Current AssigneeTo select the current assignee, click Select Current Assignee. The current assignees name and contact information appears in the table.
NOTE
Perform the next step only if you are sending the email to more than one recipient.
4 To select another recipient, complete the following steps: a Complete the fields in the People Search Criteria area, and click Search. b When the search finishes, select the recipients name in the search results table.
If you need help deciding which is the correct name in the list, you can see more information by selecting an individual's name from the list, and clicking View. This opens the People form, which contains detailed information about the recipient.
5 Complete the email information fields as described in the following list:
Internet EmailType the recipients email address here. You can find this information by selecting the persons name from the search results list, and clicking View. When the People form appears, look for the Internet Email field on the General tab. Email Subject LineBy default, the subject line contains the work order ID number, to which you can append text to or over-type. Email Message BodyType the message text here. A series of buttons, to the right of the Email Message Body field, enables you to automatically insert text from the record into the message text.
NOTE
If one or more of these buttons appear disabled, it means the corresponding field in the record contains no information. Email AttachmentYou can attach a file to the email message (you are limited to just one attachment). To do this, right-click inside the Email Attachment table, and click Add. The Add Attachment dialog box appears. Navigate to, and select the file to attach. Click Open. Details of the attached file appear in the table.
6 Click Send Email Now.
Viewing audit log

Viewing audit logs enable you to view field and notification audits against the work order. When certain fields are changed or when system notifications are sent, an audit entry is created to track the work order. The login ID of the individual making the work order appears next to the audit entry.
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To filter the information shown, you can select the Audit Type that to view (for example, ALL, Requester, or Status).
To view audit logs

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

Work order templates let you quickly and efficiently create standard work orders with a minimum of mouse clicks and keyboard entry. Work order templates are useful in any work order that follows well-defined methods for specific and repeated requirements, for example, Installs, Moves, Add Changes (IMAC). New and occasional users to work orders should find work order templates very helpful. If you need details fields with your work order, you must generate them from a work order template. See Entering details on page 183.
To select templates
1 Create a work order.
You can apply a work order template to a work order in any status up to Scheduled to Approval, as long as the work order is not waiting for approval. Also, you can select a work order template only once for each work order.
2 From the navigation pane on the left side of the form, choose Functions > Work
Order Template.
3 The Work Order Available Templates dialog box, click View to examine the
contents of a work order template. The template appears in read-only mode. Viewing a template enables you to see its assignments, its task and task group templates, and other features.
NOTE
You cannot create, modify, or delete work order templates in the Work Order application; you can only view them. You must use the Application Administration Console to create, modify, or delete work order templates instead. Only users with Work Order Config permissions can create, modify, or delete work order templates. See the BMC Service Request Management Configuration Guide.
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4 Close the Work Order Template dialog box. 5 In the Work Order Available Templates dialog box, click Select Template.
The contents of the template are applied to the work order. The work order template overwrites any field values that are already present in the work order. If the work order already includes relationships or tasks, these are not overwritten. Any additional tasks from the template are added as peers, and additional relationships are included with the work order.
Viewing details of a service request associated with the work order

If the work order is attached to a service request, the View Service Request link appears at the top right corner of the Work Order form. This link enables you to view read-only information about the service request, for example, its work history, its Request ID, and so on.
Figure 3-4: View Service Request link
View Service Request link that appears when the work order is attached to a service request
To view the service request associated with the work order

1 Open the Work Order form in Search mode. 2 Perform a search for work orders. 3 Select a work order that shows a View Service Request link. 4 Click the View Service Request link. 5 In the Request Details dialog box, perform one of the following tasks:
Click the Work Info tab to track the history of the service request. Click the Details tab to view a complete list of the requests details.
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Work order life cycleStatus transitions

Default work orders enable various status transitions to indicate their position in the life cycle. Notifications might be sent at certain points in a work order's life cycle to alert users that certain events have occurred.
Status Assigned Pending Description Initial status, or user saves draft of service request. The following descriptions can apply: Service Request Coordinator needs additional information. Indicates whether an error occurred for some reason, for example, inaccurate data. Service request is created with an error. No work order is created. Waiting Approval Planning In Progress Completed Service request is going through the approval process. Work order is created, service request is in progress, but no work has started. Service request is being implemented. At least one of the back-end application requests is in progress. The following descriptions can apply: All work orders have completed successfully Service request is completed, if this is the only work order or the last work order. Rejected Canceled Service request was rejected after being sent through the approval process. The following descriptions can apply: User canceled the service request. This operation cancels the service request and sends a signal to the work order that the service request was canceled. One or more back-end AOIs were canceled. Service Request Coordinator is notified. Closed The following descriptions can apply: Closed without any problems. Closed but with some problems. Closed by the system based on the number of days the service request was in an end status (completed or canceled). The number of days to wait before closing the service request is configurable.
The number of restrictions in status transitions as shipped was reduced in BMC Service Request Management. For example, you can go from Assigned status to Completed status. Some backwards status transitions are still not allowed. Records were added to the Work Order Status Relationships (WOI:StatusRelationships) form, so there is one record for each possible status transition. This means that to customize status transition rules, you can edit the data in these records, instead of creating new records. See the BMC Service Request Management Configuration Guide.
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NOTE
Although changes in this release make it easier to change the status transition rules for a work order, the Work Order Status Relationships form remains a back-end form. Therefore, the records are available only in English, and no localized versions are currently available. The following diagram shows the included status transitions in the life cycle of a work order (for the Assigned, Pending, and Waiting Approval statuses).
Figure 3-5: Work order life cycleAssigned, Pending, and Waiting Approval statuses
Assigned
Pending
Waiting Approval
Rejected
Planning
In Progess
Completed
State transitions Closed Assigned Pending Cancelled Waiting Approval
To prevent the transition from one status to another, you must set the appropriate transition rule to Enabled, which is stored on the Work Order Status Relationships form. To allow the transition from one status to another, you must set the status of the transition rule to Offline. The following diagram shows the included status transitions in the life cycle of a work order (for the Planning and In Progress statuses).
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Figure 3-6: Work order life cyclePlanning and In Progress statuses

Assigned
Pending
Waiting Approval
Rejected
Planning
In Progess
Completed
Closed State transitions Planning Cancelled In Progress
NOTE
Several work order status values do not have status transitions configured as shipped (for example, Completed, Closed, Rejected, or Cancelled). The following table describes the included transitions that are excluded in the work order life cycle. For example, you cannot move a work order directly from Assigned status to Closed status.
Work order cannot move from this status... Assigned Pending Pending Waiting Approval Waiting Approval Planning ... to this status Closed Assigned Closed Assigned Closed Assigned
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Work order cannot move from this status... Planning Planning In Progress In Progress In Progress In Progress Completed Completed Completed Completed Completed Completed Completed Closed Closed Closed Closed Closed Closed Closed Closed Rejected Rejected Rejected Rejected Rejected Rejected Rejected Rejected Cancelled Cancelled Cancelled Cancelled Cancelled Cancelled Cancelled Cancelled
... to this status Waiting Approval Closed Assigned Waiting Approval Planning Closed Assigned Pending Waiting Approval Planning In Progress Rejected Cancelled Assigned Pending Waiting Approval Planning In Progress Completed Rejected Cancelled Assigned Pending Waiting Approval Planning In Progress Completed Cancelled Closed Assigned Pending Waiting Approval Planning In Progress Completed Rejected Closed
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Managing work orders
NOTE
If a service request consists of a single work order, moving the work order from a status of Completed back to In Progress does not result in the status of the Request also being reset to In Progress. When the work order's status progresses, errors result.

The following sections provide detailed procedures for creating work orders and related tasks in the Work Order form.
Adding or modifying a customer profile

Before you can create a work order, the customer must be listed in the People database. Customers are usually added to the People database by your administrator, as described in the BMC Remedy IT Service Management Configuration Guide. However, if a customer is not listed in the database, you can add a customers profile from the Work Order form. You can also modify the customer and the contact phone number and site directly on the Work Order form. A modification directly on the Work Order form, however, applies only to the current work order, it does not update the People record permanently. To update the People database permanently, you can open the People form from the Work Order record, as described in the following procedure.
To add or modify a customer profile

1 Perform one of the following actions. To add a customer profile In the Work Order console, click Create to create a work order. To modify a customer profile
In the Work Order console, open a current work order record belonging to the customer whose profile you are modifying.
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2 Perform one of the following actions. To add a customer profile To modify a customer profile When using the Best Practice view Click the plus sign to the right of the Customer or Contact field and complete the People form as required. To modify the current record 1 To modify the Company or Customer fields, click the minus sign to the right of the Customer field to clear it and complete the fields with the new information. 2 To modify the Contact field, click the minus sign to the right of the field to clear it and add the new information. 3 To update the Customer or Contact phone and site information, click the double arrow link above the Work Order ID field. This toggles to an area that opens these fields.
4 Click the pencil icon beside the field you
are modifying. 5 In the resulting dialog box, make the required changes. 6 Click OK. 7 Click the double arrow link above the Customer Phone field to return to your starting point. To make permanent modifications 1 Click either the Customer or Contact link. 2 In the People form, make the required changes. 3 Click Save. When using the Classic view Click Create on the Customer tab. Click Modify on the Customer tab.
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3 On the People form, complete or modify the required fields.
If adding a customer record, you do not need to add all the information for this individuals profile, only what is necessary to submit the record.
NOTE
You cannot define a Support Person record here. For more information, see the BMC Remedy IT Service Management Configuration Guide.
4 Click Save.
If adding a customer, the status of the person you added has a default value of Proposed. Your People/Contact administrator must verify those in Proposed status, update them to Enabled, and add any other information that is necessary.
Work Order form functional areas

Use the Work Order form to perform these tasks: Request a work order Track a work order's progress from Assigned to Closed status Relate tasks to support groups Relate the work order to configuration items that are being modified
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Figure 3-7: Work Order form and its functional areas

Work order Information
Navigation pane
Work order, classification, task, and relationship details
Before you begin creating or modifying information in the Work Order form, you should understand the information relationships in the different areas of this form. The Work Order form provides an example of the level of integration that can occur between the various modules in BMC Service Request Management, such as a work order that occurs due to modifying a configuration item.
TIP
As you work with the forms and dialog boxes, you might see a plus sign (+) included in a field label. You can type part of the information in these fields and press ENTER. If an exact match is found, the field is automatically completed. If a selection list appears, double-click the item to put in the field. Using auto-fill fields and lists is faster, more consistent, and more accurate than typing the information. You might see additional links appear in the navigation pane for applications that are installed in addition to BMC Service Request Management.
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The Work Order form has the following functional areas.

Form area Navigation pane View Broadcast, or New Broadcast Click this link to open the broadcast dialog box, from where you can view, create, modify, and delete broadcasts. When there are unread broadcast messages, this area shows a message: New Broadcast, along with the number of new messages. When there are new broadcast messages, the area also turns red. See Broadcasting messages on page 33. SLM Status Functions Enables you to view service targets associated with the work order. Performs the following actions: RemindersSee Using reminders on page 152. Email SystemSee, Sending email on page 155. Paging SystemSee, Paging a person or on-call group on page 154. View Audit LogSee Viewing audit log on page 156. Consoles Opens other installed BMC Remedy IT Service Management consoles. OverviewOpens the Overview Console. Request EntryOpens the Request Entry console. Work Order ConsoleOpens the Work Order Console. ReportsOpens the Report console. See Generating reports on page 36. Other functionality Save Print Close Saves the form contents. Prints the form contents. Closes the form. Function
Using the Work Order form

The Work Order form is used to manage a work order and track its progress from initiation to completion. The Work Order form is also used to assign tasks to different support groups. Before you begin searching, creating, or modifying information in the Work Order form, you must understand the information relationships among the different areas of this form. First, you must create assignment mappings to assign a work order to a support group, to an individual, or to both. An individual in the support group must assume the functional role of Work Order Assignee. Assignment mappings can be created for work order assignees. For information about functional roles and assignment mappings, see the BMC Service Request Management Configuration Guide. The Work Order form provides an example of the level of integration in the BMC Service Request Management application, as a work order can result due to an incident, a modification to a configuration item, or a known error correction as a result of problem investigation.
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Figure 3-8: Reviewing work orders in the SRD architecture model
Work Order Management can be defined to fulfill service requests, similar to the other back-end applications.
Creating work orders

The following section describes the basic steps for creating a work order in the Best Practice view.
To create a work order

1 On the Work Order Console, choose Functions > New Work Order.
The Work Order form appears. The functionality you see varies according to which other applications are installed, for example, BMC SLM. The work order initially appears in Assigned status. To enable the work order from Assigned status to be moved to its next status, enter information into the following required fields.
2 (optional) Use a work order template to fill out the contents of the work order.
Work order templates are especially useful in any work order that follows welldefined methods for specific and repeated requirements. Work order templates do more than simply fill out fields for you; they can also include tasks with the work order. See Selecting work order templates on page 157.
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3 In the Customer or Contact field on the new Work Order form, type the customers
or the contacts information as described in Using the Classification tab to classify work orders on page 169.
4 Check the rest of the customer information for accuracy. 5 Type a brief description in the Summary field. 6 Type the work order details in the Notes field. 7 Select the work order type (for example, General). 8 Enter information in the Request Manager section. a Select a Support Company.
Your selection filters the Support Organization menu list.

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

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

9 Select the Priority to identify the importance you (as support staff) assign to the
work order. Priority indicates the relative order in which changes should be addressed. It is influenced by considerations of risk and resource availability. The default value of the Priority field is Low.
10 Modify information as needed in the remaining fields, (for example, Support
Organization). This information is auto-filled, based on your login. The Support Organization is the organization or group that the work order is assigned to.
11 Click Save to create the work order.
Using the Classification tab to classify work orders

The Classification tab describes the work order and shows which products and services are affected by the work order.
NOTE
Operational and Product categorizations are not configured out-of-the-box for work orders. You must modify the records in the Product Catalog Setup and Product Catalog Setup forms if you intend to use them with work orders. See the BMC Remedy IT Service Management Configuration Guide.
To use the Classification tab

1 Open the work order. 2 Click the Classification tab.
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Figure 3-9: Work Order formClassification tab
3 Enter the following information: a Enter Location information. b Enter information about the Operational and Product categorizations.
Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup form. Product categorization is based on a five-tier hierarchy defined in your Product Catalog Setup form.
c View the read-only information about the business service attached to the work
order. See Adding a business service to the SRD on page 107.

4 Click Save.
Entering work information when modifying work orders

You sometimes need to modify the work order with work history entries that you can create during its life cycle to document activities performed or information gathered. You use the Work Info form to add work information regarding tasks performed on the current work order. For example, you can track a work orders progress by recording the steps you took to implement it in the work history. As you track and supervise a work order, you move it from one status to another, for example, from New to Waiting Approval. The work order should follow the stages in the recommended life cycle. If you have simple work orders or work orders that are already underway, you might see that the status is set to Pending or some other status. For work orders that require approval, do not set the status to any stage later than Planning.
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Figure 3-10: Work Order form
You can add work information about the following activities: General InformationNotes about the work order, for example, you might want to note that a particular CI was deployed and include the date. PlanningNotes about a plan to implement a work order throughout your organization. ImplementationInstallation and back out procedures for the work order. Costing and ChargingAdditional information about the cost of the work order, or so on. For example, you might want to note that the cost was split between two cost centers or that the cost to implement a work order came under budget.
To modify a work order

1 Locate the work order that to modify:
On the Work Order Console, select the work order from the Assigned Work Orders table, and click View. Search for the work order, as described in Searching for records on page 201. The work order appears in the Work Order form.
2 Make the appropriate changes. 3 Click the Work Detail tab. 4 Click Create and perform the following steps: a From the Work Info Type list, select the type of work information to add. b From the Source list, select the source of this information.
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c Enter the details of your work information record in the Summary and Details
fields.
d To add an attachment to the record, right-click in the attachment table and select
Add. From a browser, click the Add button.
NOTE
Attachments to Work Info entries in a work order are not transferred with information sent to a service request. You can access the attachment only from the work order. Similarly, attachments added in BMC Service Request Management are not transferred to the Work Order application.
e In the Locked field, select Yes or No to lock the log.
WARNING
You cannot modify the work log after you save it.
f In the View Access field, select Internal or Public.
InternalIf you want only users in your organization to see the entry. PublicIf you want everyone with access to the system to see the entry, including requesters.
5 When you have finished updating the work order, click Save.
The Save operation adds your entry to the work history. The Show field enables you to filter out specific work entries based on the type of activity that appears in the table.
6 To see a report of the activities you performed against this work order, click
Report.
7 To see all entries for work information history, click View.
NOTE
When you return to the Work Order Console, you might need to refresh the Assigned Work Orders table to see all the modified records.
8 Save your changes.
Creating work order task groups and tasks

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

Your assigned tasks and task groups are listed in the Assigned Tasks table on the Work Order Console. Tasks are prefixed with TAS and task groups with TGR. You can also view tasks and task groups related to a work order from the Tasks tab of the Work Order form.
Figure 3-11: Work Order formTasks tab
IMPORTANT
You can click the View Flow button to see a read-only view of the task flow in the task group. For more information about using the View Flow button, see Viewing the flow of a task on page 174.
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To view task groups and tasks

1 In the Assigned Tasks table on the Work Order Console, or on the Tasks tab of a
work order, select the task group or the task that to view.
2 Click View.
Tasks appear in the Task form, while task groups appear in their Task Group form.
Viewing the flow of a task

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

1 Open the work order (in the Work Order form). 2 Click the Tasks tab. 3 Select the task group or the task that to view. 4 Click View Flow to see a read-only view of the task flow in the task group.
The Task Flow Viewer appears.

Figure 3-12: Task Flow Viewer
The Task Flow Viewer uses color codes to illustrate the different stages of the tasks. For example, a blue stage indicates that its status is Closed, but a yellow stage shows its status is Staged. The Viewer also shows you the flow among tasks. You can also perform the following functions in the Task Flow Viewer. Zoom in to focus the view. Zoom out to expand the view Click the pan buttons to move the flow around.
Relating ad hoc tasks to work orders

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

1 Open the work order (in the Work Order form). 2 Click the Tasks tab. 3 In the Request Type field, select Ad hoc. 4 Click Relate.
Some fields in the form already contain data for the work order.
5 In the upper area of the form, fill in the following required fields:
NameEnter a descriptive name of the task. SummaryEnter a brief description of the task. The Type field is set by default to Manual when you create an ad hoc task.
6 In the General tab, fill in information about the company.
The Company field defaults to the contents of the Location Information area in the Work Order form (in the Classification tab). Your task can be assigned to a different department or company.
7 In the Requester tab, fill in information about the person creating the task
(Requester) and the intended target of the task (Requested For). Some information is set by default from the Requested By information of the work order.
8 In the Classification tab, fill in information about the product and operational
categorizations.
9 In the Assignment/Dates tab, fill in the following fields to assign the task:
Assignee GroupOptionally, select an assignee group from the list. AssigneeOptionally, select an assignee from the list. The assignment engine automatically assigns the task when the task is created according to how the administrator configured the application, but you can override this if needed. For more information about assignment configuration, see the BMC Remedy IT Service Management Configuration Guide. Scheduled Start DateOptionally, enter an estimated start date. Scheduled End DateOptionally, enter an estimated end date. You might want to set the Start Date and End Date to be different from the dates of the parent work order.
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10 In the Relationships tab, search for, and relate configuration items, LDAP objects,
and software library items that are needed with this task.
11 When you have finished creating the task, click Save.
The task information form closes and you return to the Work Order form. The task management subsystem enforces the dependencies between tasks. These relate to any Sequence order you might have specified in the Work Order form.
Relating predefined task group or task templates to a work order

You can relate a predefined task or task group template to the work order. If BMC Remedy Change Management is installed, the following predefined best practice task group and task templates are included, out of the box, that you can use for installing or deploying software and verifying task completion. These templates were specially created for the integration of BMC Remedy Change Management with BMC Configuration Management. See the BMC Remedy Task Management System Administrators Guide. Other templates might have been added by your application administrator.
Template Create and Modify Policy with Closed Loop Verification Description Task group that includes the following tasks: Create and Modify Policy Closed Loop Verification (automatically) You use this task group template when creating or modifying a BMC CM based policy. This template automatically performs a closed-loop verification to make sure that the task was executed properly. Closed Loop Verification (automatic) Automatic task that calls BMC Configuration Management Policy Manager to set up compliance parameters for Closed Loop Verification. It verifies the task automatically against compliance status. Manual task that creates or modifies a policy that uses the Policy Manager. Manual task that deploys a package that uses the BMC Configuration Management Deployment Manager. Verification of a Deployment Manager task is based on the exit status of the Deployment Manager job itself.
Create and Modify Policy Deploy Package
Execute Remote Command Manual task that executes a remote command that uses the BMC Configuration Management Deployment Manager. Verification of a Deployment Manager task is based on the exit status of the Deployment Manager job itself.
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Template Execute Remote Script
Description Manual task that executes a remote script that uses the BMC Configuration Management Deployment Manager. You use the Task Attachments table to define the remote scripts to be used. Verification of a Deployment Manager task is based on the exit status of the Deployment Manager job itself. Manual task for manually verifying the status of a target against BMC Configuration Management. Use this task to verify that a specified target is in compliance with the policies to which the target is assigned.
Verify Target Status
To add predefined task group and task templates to a work order

1 Open the work order (in the Work Order form). 2 Click the Tasks tab. 3 Select Task Group Template or Task Template from the Request Type list and click
Relate. The Select Template dialog box appears. All template types for all categories are listed. But you can filter the list by selecting the type and category of template.
4 (optional) Filter the templates by taking the following steps: a Select the type of template:
With task group templates, select Standard or Sequencing.

Sequencing This type of basic task group template contains task templates and task group templates where the sequence can be changed by the user during the execution phase. This type of advanced task group template contains task templates and task group templates that executes in the flow defined by the task administrator. See the BMC Remedy Task Management System Administrators Guide.
Standard
With task templates, select Manual, Automatic, or ALL.

b (optional) From the Category menu, select which application the task belongs to
(for example, Task Management System). The available task groups or tasks for that selection appear in the list. The categorization of the work order determines which list items appear.
5 (optional) Select a task template or task group template, and click View to see more
details about the task group or task template.

6 If a relevant task set appears in the list to include with the work order, select it, and
click Relate. The dialog box closes and you are returned to the work order.
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7 Repeat steps 3 through 6 for all templates to add to the work order.
The templates you selected appear in the Tasks and Task Groups list. If there are no templates listed, refresh the form.
Figure 3-13: Task groups and tasks included in a work order
8 Define a numerical sequence of the tasks, as described in Assigning a sequence
number to task groups and tasks on page 178. The task management subsystem enforces the dependencies between tasks. These relate to any Sequence order you might have specified in the Work Order form.
9 When you are finished adding templates, save the work order.
For additional information about searching for tasks assigned to you or your group, see Searching for assigned tasks on page 190.
Assigning a sequence number to task groups and tasks

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

1 Open the work order. 2 Click the Tasks tab.
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3 Add task group and task templates to the change, or create ad hoc tasks.
Your task groups and tasks appear in the Task and Task Groups table.
Figure 3-14: Assigning a sequence to the task groups and tasks
Sequence number indicating order in which tasks must be
The work order includes several task groups and tasks. These task groups and tasks must be completed in sequential order, from 1 to 4. The table also shows their task status (Staged).
4 Renumber the tasks by clicking the arrow buttons.
To move a task up or down in the sequence, select it and click the arrows. When you move a task up in the sequence, it becomes a peer of any task already at the level you move it to. For example, if you move the Deploy Package task up one level, there are now two peer tasks with sequence number 3, Verify Target Status and Deploy Package. You can work on these two tasks in any order.
Figure 3-15: Peer tasks shown
When working through the tasks and you complete the last task in the sequence, you can close the work order.
5 Click Save.
For more information, see Working with tasks on page 184.
Assigning work orders

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

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

1 Open the work order. 2 Click the Work Detail tab.
Based on the default configuration and requester information in the work order, certain fields might already be filled.
3 To assign a request assignee, selection from the menu options. 4 Save the work order.
The request manager and the request assignee are automatically notified of their assignments.
Receiving notifications of work order assignments

Request assignees are notified of new work orders based on their notification method preferences defined in their personal record. In addition, when a work order moves into a new status, for example, Completed, the work order executes workflow that triggers notifications. Based on your group or role, you might receive notifications during various work order statuses. For more information about notification preferences, see the BMC Remedy IT Service Management Configuration Guide.
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The available notifications follow: Individual NotificationAn individual assignee is notified according to the notification method specified in their personal record. For example, if Bob Backline has a notification method of BMC Remedy Alert, he receives a notification from BMC Remedy Alert for each work order that is assigned to him. Group NotificationA support group is notified according to the notification method specified by each group members entry in their personal record. For example, if a work order is assigned to the Support-Software group, each group member is notified through the notification method specified in their personal record. If Sarah Software has Email specified as the notification method in her personal record, the notification is sent to her by email. If Bob Backline has BMC Remedy Alert specified, he is notified accordingly.
To receive notification of work order assignment by BMC Remedy Alert

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

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

1 Open the work order so that it appears in the Work Order form. 2 In the Work Detail tab, select the assignee to whom to assign the work order. 3 Click Save.
The manager or assignee is notified of the reassigned work order.
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Relating work orders to other objects

The Relationships tab on the Work Order form enables you to relate incidents, for example, to a work order. In the Relationships tab, you can perform the following actions: Relate incidents, change requests, configuration items (CIs), and other work orders to a work order.
NOTE
In the Work Order form, you can relate a CI to a work order, but in the CI form, you cannot relate a work order to a CI. Remove a relationship between a work order and an incident, change request, CI, or another work order. View an incident, change request, CI, or another work order that is related to a work order.
NOTE
If the BMC Remedy IT Service Management applications are installed on a remote system, status information is not visible in the table. This is because the status sync up workflow is implemented in filters, but filters do not support accessing forms on a remote system. If the BMC Remedy IT Service Management applications are installed on a local system, there is no issue. The Relationships table lists all service requests that were related to the work order. To restrict the number of requests that appear in the table, select a type of request in the Show Related field. To view a related service request, select it in the Relationships table, and click View. To unrelate a service request, select it, and click Remove.
To use the Classification tab

1 Open the work order. 2 Click the Relationship tab. 3 From the Request Type list at the bottom of the Relationships tab, select the type of
record to which to relate the current record.

4 Click Relate.
NOTE
The contents of the search form depend on the type of record you chose in the Request Type list.
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5 In the search window for the request type, enter information about the search
criteria tabs, and click Search. If you selected Incident as the Request Type, for example, the Incident Relationship Search form appears so you can select the incident to relate to the work order. To reduce the overall number of records returned by the search, supply as much information as possible in the search dialog box. Matching results appear in a search results table.
6 In the search results table, select the record with which to define the relationship. 7 From the Relationship Type list at the bottom of the search dialog box, select the
type of relationship to define (for example, Related to).

8 Click Relate, and click OK. 9 Click OK.
The related request types appear in the Relationships table. To refresh the table, click Refresh.
Adding details to a work order

In the classic view of the Work Order form, the Details tab and the Details 2 tab appear only when you include a work order template with your work order. See Selecting work order templates on page 157. The details tabs contain thirty fields that were provided to accommodate customizations to the application. In the sample templates, some fields have sample labels; the other fields show Not Used as a label. For information about configuring fields on the details tabs, see the BMC Service Request Management Configuration Guide.
Entering details
The Details and Details 2 tabs specify optional information that you can include with the work order. Your administrator optionally designed these fields to add custom data when creating work orders. The Details and Details 2 tabs appear when you include a work order template with your work order. If you do not select a work order template, the Details and Details 2 tabs do not appear in the work order. See Selecting work order templates on page 157.
To define details fields

1 Open the work order in its classic view. 2 Click the Details tab or the Details 2 tab. 3 Enter information into the details fields provided by your administrator. 4 Click Save.
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Working with tasks

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

4 Modify the task details as needed.
NOTE
If you close the task, you must select whether you are canceling the task or completing it as a success or failure.
5 Click Save.
Adding work information to a task

You can add work information to each task included in the work order. The work information for each task appears in the Work Info of Selected Task table on the Work Order form.
Figure 3-16: Work information of selected task
To add work information to a task

1 Open the Work Order form. 2 Click the Tasks tab
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3 View the task that is related to the work order. 4 When the Task form opens, click the Work Info tab. 5 Modify the work information type, if needed. 6 From the Source list, select the source of this information.
Info Notes fields.

8 To add an attachment to the record, use the following steps. a Click Add. b When the Add Attachment dialog box appears, browse to find the file to attach. c Click OK. d (optional) Click Delete to remove the attachment or click Display to view it. 9 From the Locked list, select Yes or No to lock the log. 10 Select the view access:
InternalIf you want only users in your organization to see the entry. ExternalNot applicable to tasks. Work information is not included in the activity log.
The Save operation adds your entry to the tasks work history. The Show field enables you to filter specific work entries based on the type of activity that appears in the table.
12 To see an ASCII-format report of the activities you performed against this task,
click Report.
13 To see all entries for work information history, click View.
NOTE
When you return to the Work Order form, you might need to refresh the Work Info of Selected Task table to view all the entries.
Planning the time for tasks

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

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

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

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

4 Select the Assignment tab. 5 Select the group or person who will work on the task from the Assignee Group or
Assignee lists.
6 Click Save.
The assignee for that task is notified of the task assignment.
Accepting task assignments and tracking time spent

You receive notification of assigned tasks by way of BMC Remedy Alert, email, and so on. You can also use the Work Order Console or the Overview Console to view all tasks assigned to you. The table list includes a column that shows the assignee of the task. Tasks are identified by the TAS prefix.
NOTE
Following the recommended life cycle of a work order, the status of a task should be Staged before you accept the task. You can track the time spent working on a task at any time after it is created. Most likely, you want to use this feature between the time the task status is in Work In Progress and Closed. You can track the time spent working on a task in three ways: Use the start and stop clock buttonsThe time is automatically calculated based on when you click the start and stop clock buttons. Manually enter the timeYou can enter a time into the Time Spent field directly. Enter work into the task effort logYou can create a task effort log entry. See Tracking task efforts on page 188.
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To receive notification of task assignment by BMC Remedy Alert

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

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

5 Click View.
The task appears.

6 If you are ready to begin working on the taskthat is, if the Status Field of the
work order is set to In Progressset its Status field to Work in Progress. This is an important step because the task then moves into Work in Progress status. In addition, different escalations occur based on the tasks status. If the task is still in the Scheduled status while you are working on it, an inaccurate escalation can occur.
7 Click the Assignment tab. 8 To track the time spent working on a task by using the start and stop buttons,
follow these steps:

a Click the Start Clock button.
The current date and time appear in the read-only Start Time field.
b Click Save.
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c When you have finished working on the task and want to stop tracking the time,
click the Stop Clock button. You must repeat steps a and b first if you closed the task after saving it. A message reports the number of minutes spent working on the task. The time spent is also added to the value in the read-only Total Time Hours and Minutes fields.
d Click Save.
You can use the start and stop clock buttons as many times as you like. Each successive time, the new time is added to the value already in the Total Time Hours and Minutes fields.
9 To track the time spent working on a task manually, enter a number of hours or
minutes manually in the editable Time Spent fields, and save your changes. The time you entered is automatically added to the value already in the Total Time Hours and Minutes fields.
10 Click Effort Log to keep track of how much time you spent.
See Tracking task efforts on page 188.

11 Click the Work Info tab and enter the progress you have made on the task. 12 Click Save.
Tracking task efforts

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

1 Open the task. 2 Click the Assignment tab. 3 Click Effort Log. 4 In the Task Effort Log dialog box, select the type.
This information is required to show what kind of effort is being logged, for example, actual task activity.
5 Enter the time spent in hours and minutes.
This information records where the time was spent.
NOTE
As needed, you can adjust the time spent in the Update Assignee Effort Duration section. For information, see Updating assignee effort duration on page 189.
6 (optional) Enter a description.
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7 Fill in the company, organization, group, and assignee fields.
This information is required to select the individual for whom the effort log is being created. You can fill them in using the drop-down menus.
8 Fill in the Enter Effort Time Spent fields. 9 Click Add to Effort Log.
The effort log is appears in the table.
NOTE
To delete an effort log entry, select the entry in the table and click Delete
Updating assignee effort duration

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

1 Open the Task Effort Log dialog box. 2 To adjust the time spent, select the entry in the table. 3 Click View.
A dialog box appears that enables you to modify the task log.
4 Enter the time spent in hours or minutes.
You can use the arrows to add or subtract from the existing time duration.
5 Modify any other information, as needed.
Adding financial information to a task

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

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

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

1 Open the Work Order Console. 2 Choose Console Focus > Tasks. 3 Select View By > Personal.
Your open tasks appear in the Assigned Tasks table.

Figure 3-17: Tasks assigned to you in Work Order Console
4 To view the details of a task, select the item in the list and click View.
The task appears.
To search for open tasks assigned to your group

1 Open the Work Order Console. 2 Choose Console Focus > Tasks.
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3 Choose View By > All My Groups.
This option shows all the tasks that are assigned to your support group. The open tasks assigned to your group appear in the Tasks table. If you belong to more than one group, the tasks assigned to all those groups are listed.
Figure 3-18: Tasks assigned to your groups
4 To view the details of a task, select the item in the list and click View.
The task appears.
Working with a task in progress

As you work on implementing or completing a task, the Work Order Console enables you to update the task with the progress you are making.
To modify a task
1 If you would like to see the parent work order for this task, click Work Order
Details in the Work Order Console (under Details). Details for the parent work order appear, including any work info entries.
2 In the Tasks table, select the task that to view. 3 Click View. 4 In the task, update the fields as appropriate.
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5 On the Task form, click the Work Info tab. 6 Create a work info history entry for the task. 7 Click Save.
Reassigning tasks
Task reassignment is performed manually, directly on the Task form. If you cannot resolve a task that you were assigned, you can reassign the task yourself, or you can ask the requester to reassign the task. You might ask the requester to reassign the task in situations where you want to reassign the task to someone outside of your group.
To reassign a task
1 In the Tasks table on the Work Order Console, select the task that to reassign. 2 Click View. 3 In the task, click the Assignment tab. 4 In the Assignee Group or Assignee fields, choose the group or person to whom to
assign the task to.

5 Make sure the Notify Assignee field is set to Yes. 6 Click Save.
The new assignee is notified of the request assignment. Until the new assignee accepts the task assignment, you are still assigned to the task and have responsibility for it.
Canceling tasks
You can cancel tasks by accessing them through the Work Order form. This action does not delete the task; it sets the status of the task to Closed and the closure code to Cancelled.
To cancel a task
1 Open the work order in the Work Order form. 2 Click the Tasks tab. 3 Select the task to cancel. 4 Click Cancel. 5 You are prompted if you really want to cancel the task or task group. 6 Click Yes.
The status of the task is automatically set to Closed.

7 Save the work order.
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Closing tasks
When you have completed a task, you are ready to close it.
To close a task
1 Open the Work Order Console. 2 Choose Console Focus > Tasks. 3 In the Assigned Tasks table, select the to view. 4 Click View. 5 In the task, click the Assignment tab. 6 Update the time you spent on the task.
You can create an entry in the effort log as needed.

7 Click the Work Info tab. 8 Make an entry in the Work Info History field. 9 At the top of the Task form, set the Status field to Closed. 10 Select a status reason to describe how the task was closed. 11 Click Save.

If you have BMC Service Level Management (BMC SLM) installed, the Work Order form shows both overview and in-depth information about the work order in relation to applicable service targets. You can view the service targets and milestones for the restoration of the unavailability. Service targets and milestones are defined from BMC SLM. Escalations can be set up to notify the assignment group prior to acknowledgement or resolution breach times. In the Work Order form, you can view service targets defined in BMC SLM. Service targets can be defined in BMC SLM for response time and resolution time. Service targets can be determined by related CIs, and many other criteria. The Next Target Date field indicates the next deadline out of all the service targets attached to the work order. For information about managing BMC SLM, see the BMC Service Level Management Users Guide.
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Viewing service targets in Work Order Management

You can view service targets are attached to work orders. This enables you to see whether the service target was met, was missed, or is in a warning state. To view service targets related to a work order, open the work order. SLM status appears on the Work Order form.
Figure 3-19: SLM status shown on the Work Order form
The following table lists the status icons.

Icon Description Status: Not Attached. No service target is attached to the work order. Click Details or the icon to open the SLM:Integration Dialog form. Status: Attached. Green: The service targets are in compliance. Click the icon to open the SLM:Integration Dialog form. Status: Warning. Yellow: At least one service target is at risk. Click the icon to open the SLM:Integration Dialog form. Status: Breached. Red: At least one service target did not meet its goal. Click Details or the icon to open the SLM:Integration Dialog form.
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The colors on the Status Gauge on the SLM:Integration Dialog form show the current status of the selected service targets.
Figure 3-20: SLM:IntegrationDialog form
The following table explains the items on the Status Gauge.

Item Green Yellow Red Due Date and Time Time Until Due Time Past Due Description The service target is in compliance. The service target has a warning status. The service target missed its goal. The goal time within which there must either be an initiation or a completion for the work order. Otherwise the goal is missed. The amount of time left until the goal is considered missed. The amount of time that has passed since the goal was due.
The following table describes the information in the SLM:IntegrationDialog form.

Column Case ID Details... Service Target table SVT Title Goal The name of the service target. The type of goal for the service target: Initiation goalThe work order must be responded to within the time specified. Completion goalThe work order must be resolved within the time specified. Hours/Min Cost Per Min The initiation or completion time stipulated in the goal. The cost per minute for missing the initiation or completion time goal. Description The ID of the work order. Click to see details about the selected service targets.
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Column Due Date/Time Progress
Description The goal time within which there must either be an initiation or a completion for the change request. Otherwise the goal is missed. The status of the service target: AttachedThe service target is attached to the work order. DetachedThe service target is not attached to the work order. In ProcessWork on the work order is taking place. PendingWork on the work order is stopped, for example, waiting for a part. WarningThe service target is at risk. Missed or MetThe service target either missed or met its goal. InvalidThe service target is disabled.
Milestones for SVT Title Execution Time Status The title of the milestone. The time the milestone actions are executed. The status of the milestone is active, inactive (pending), or Action Performed.
Creating service targets for a work order

If you have BMC Service Level Management (BMC SLM) installed, you can create service targets and relate them to a work order to set goals and track the level of service for the work order. You can view the service target from Work Order Management. Service targets created with BMC Remedy are internal targets related to Operational Level Agreements (OLAs).
To create service target terms and conditions for a work order

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create. 4 In the Service Target wizard, enter a title for the service target in the Title field. 5 Optionally, enter a description of the service target in the Description field. 6 From the Applies To list, select Work Order. 7 In the Goal Type field, select Work Order ResolutionThe work order must be
completed within the time specified

8 Click Define next to the Terms and Conditions field to open the Qualification
Builder.
9 Enter any criteria that to use to build the qualification. All fields are optional.
Company, Region, Site Group, and Site responsible for resolving the work order
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10 In the Customer tab, enter criteria in the Requested For, and Operational Level
Agreement (OLA) categories. Select Exact Match if you want the term used in the qualification to be exactly the same as you have selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the qualification.
11 In the Classification tab, enter criteria in the Classification, Service Categorization
Selection, and Product Categorization Selection categories.

12 In the Assignment tab, enter criteria in the Change Manager and Change Assignee
categories.
13 Click Show Qualification to enter your qualification in the Qualification field. 14 Save your qualification.
An example of a qualification is as follows:

'Priority' = "Medium" AND 'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND 'Customer Organization' = "SMBU" AND 'Customer Department' = "Research and Development" AND 'Product Cat Tier 1(2)' = "Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat Tier 3(2)' = "Laptop" AND 'Owner Support Company' = $\NULL$
To build a custom qualification

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to open the Service Target wizard. 4 Fill in the basic information. 5 Click Define to open the Qualification Builder for terms and conditions. 6 Select Yes in the Custom Qualification check box. 7 Select Custom Qualification to open the Advanced Qualification Builder. 8 Enter your qualification by typing entries or use the operators, keywords, and
fields from the application form.

9 Click OK to return to the Qualification Builder, the system enters your
Qualification in the Qualification field.

10 Save your qualification.
NOTE
If the service target is related to an agreement with an associated business service CI, an additional qualification is added to your terms and conditions.
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Fulfilling work orders

One of the responsibilities of a request assignee is to fulfill the work orders that are part of the service request. For example, a service request to replace a hard drive can generate multiple work orders. When the status of a back-end work order is In Progress or Implementation in Progress, the status of the service request is set to In Progress.
To fulfill a service request work order

1 In the IT Home page, open the Work Order Console. 2 In the left navigation pane, choose Functions > Search Work Orders.
The Work Order form opens in Search mode.

3 Search for the work order created for the service request. 4 Move the work order to the Closed status. 5 When you have finished with the details of the work order, save your changes.
When the last back-end work order is fulfilled, the status of the service request is set to Completed.
Viewing truncated data in a work order

When viewing a work order, you sometimes see that the data pushed from a field in the service request to the work order was truncated, indicated by ellipses (...).
NOTE
When SRM data is truncated in other fulfillment applications, for example, within a change request, you also see the ... ellipses. If BMC Service Request Management is properly configured, truncation of data is a fallback mechanism in the fulfillment application that enables the creation of the entry even when the field length in the service request is too long. Otherwise, CAI errors appear when BMC Service Request Management failed to create the entry. You can still view the complete data, even though it does not appear in the work order.
To view truncated data from a service request

1 Open the work order so that it appears in the Work Order form. 2 Click the View Service Request link.
NOTE
You can use the same steps in change request or in an incident. The Request Details dialog box appears in Details mode.
Monitoring the progress of a work order
3 Click the Activity Log tab.
A TRUNCATE WARNING message appears in the Summary and Notes. You see this message because the field length value in the service request did not fall within the limits specified for the field and was truncated in the back-end application (here, the Work Order Management application). The entry was successfully created; however, some data was not pushed to the back-end application.
4 Scroll through the Summary and the Notes to view the complete data. 5 If needed, add a summary, note, or attachment.
For more information about truncated data from service requests, see Troubleshooting tips on page 223.
Monitoring the progress of a work order

As the work order is being planned, you can follow its progress by viewing information in the work order. For example, during its implementation phase, you can follow the progress of the tasks as they are being completed.
To view the progress of a work order

1 Open the work order so that it appears in the Work Order form. 2 View progress details of the work order by viewing the details on the work order
or clicking the appropriate tab: The Classification tab shows you the timing of the work order and its categorizations. The Work Detail tab shows you information about each step in the process written in the work information history area as well as the request assignee. The Tasks tab shows you the progress of the tasks associated with the work order. The Relationship tab shows you CIs, change requests, incidents, and work orders that are associated with the work order.
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Opening the BMC Atrium CMDB Console from the Work Order Console
The BMC Atrium CMDB Console is the primary user interface for the BMC Atrium CMDB. The CMDB Console provides features that are available on all console windows or tables. For more information, see the BMC Atrium CMDB Users Guide.
To open the BMC Atrium CMDB Console

1 Open the Work Order Console. 2 In the left navigation pane, choose Consoles > CMDB.
You can browse and create configuration items, create relationships, launch federated data, and so on.
Viewing your profile from the Work Order Console

You can view and modify your personal profile from the Work Order Console. When you click My Profile, the People (Search) form appears. In this form, you can: Update company information such as organization, business, and home address, and so on. View permissions. For detailed information about the People form, see the BMC Remedy IT Service Management Configuration Guide.
To modify your profile

1 Choose Work Order Console > Functions > My Profile. 2 Update the information at the top of the People form, or click the tab
corresponding to the area in which to change the profile information. Make your changes by selecting from the available lists.
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Searching for records
Updating assignment availability

Your assignment availability status indicates whether you are available to accept work assignments. If your status is yes, you are available. If your status is no, you are not available. You can quickly update your status by using the My Profile function.
NOTE
If you have management level permissions, you can also update the status of the people in the support group that you manage.
To update assignment availability

1 Choose Work Order Console > Functions > My Profile. 2 From the Assignment Availability menu, choose the status. 3 Click Save.

You can search for records from the Work Order Console. To do this, run a series of predefined searches, run a one-time custom search by using the Search form, or create and save your own custom searches by using advanced qualifications.
Using Defined Searches

The Defined Searches area of the navigation pane contains a series of predefined searches that you can use to look for records. For example, you can use a predefined search to search the database for all records that have a status of open. The predefined search looks only through records that are in some way associated with you through your login ID or group ID (for example, records assigned to you or to your support group, and so on). You run this search from the Defined Searches area of the navigation pane.
NOTE
You can view the support groups you belong to by clicking the My Profile link in the navigation pane and clicking the Support Groups tab. For more information about this link, see Viewing your profile from the Work Order Console on page 200.
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To run Defined Searches

1 Make sure the Company and View By fields in the console are pointing to the
appropriate company and support group.

2 From the Defined Searches area of the navigation pane, open the node that
corresponds to the search to run. For example, to see records by their status, open the By Status node.
3 Click the criteria that defines the status of the records to see.
For example, to see all open records by status, click All Open. The results of the search appear in the Console List.
TIP
If the contents of the Console List do not update after you run the search, click the Refresh button.
Using custom searches

A custom search looks through all the records that meet your search criteria, regardless of their associations to people or groups. You run this type of search by using the Search Problem link in the navigation pane. Use this type of search when you are looking for a record not associated with your ID or your groups ID, or any time you need to search all records.
To use a custom search

1 From the navigation pane, choose Functions > Search Work Order.
A form appears that enables you to perform the search. The form is laid out in a similar way to the Work Order form, and contains the same tabs and fields. You can use any of the tabs and fields in the form to specify your search criteria.
2 Using the tabs and fields, build your search condition.
To reduce the number of records found by the search, enter as much information into the form as you can.
3 When you finish entering your search criteria, click Search.
When the search finishes, the search results list contains all the records that match the search criteria.
4 Scroll through the list to find the specific record.
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Manage My SearchesCreating a custom search with advanced qualifications

In the Manage My Searches area in the left navigation pane, you can define and save a custom search. Custom searches using advanced qualifications allow you to create searches with very specific search criteria, which you can save for reuse. After you save the custom search, it appears in the My Searches node of the Defined Searches list.
NOTE
The My Searches node only appears after a custom search is defined.
To define a custom search

1 In the Defined Searches section of the navigation pane, click Manage My Searches. 2 In the Type field, select the type of record to search for. 3 In the Search Name field, type a name for the search. 4 Click Build Search Qualification to open the Advanced Qualification Builder
dialog box, and define the search qualification.

5 From the Keywords or Fields selection boxes, select the keywords or record fields
on which to search. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Do not forget to place literal values between double quotation marks. For example, to search for a problem investigation with a priority of high, you would construct the following search:
'Priority' = "High" 6 Click Select to close the Advanced Qualification Builder, and click Save.
The search appears in the Defined Searches list, under the My Searches node.
NOTE
The My Searches node only appears when a custom search is defined.
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Figure 3-21: Defined Searches Panel
Your custom search appears here
NOTE
To edit a custom search, select it, make any changes, and click Save. To delete a custom search, select it, and click Delete.
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Service Request Coordinator role

The Service Request Coordinatoror the service request agentis typically a member of the support staff and is responsible for planning and tracking the service request, as well as monitoring the current number of open and late service requests. The service request is the instantiation of a service request definition (SRD) for a specific users request.
NOTE
The Service Request Coordinator must have Service Request User permissions. The following topics are provided: Opening the Service Request Coordinator Console (page 206) Using the Service Request Coordinator Console to manage service requests (page 206) Working with service requests (page 212) Reviewing suggestions (page 219) Troubleshooting processes related to the service request (page 219) Troubleshooting tips (page 223) Reviewing the approval cycle of a service request (page 226)
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Opening the Service Request Coordinator Console

This section discusses how to open the Service Request Coordinator Console.
To use a browser to open the Service Request Coordinator Console

1 Type the following URL in to your browsers address bar: http://webServer:port/arsys/apps/ARServer/Home Page
an optional port number, which is needed if the web server is not on the default port (port 80). the name of your AR System server.
ARServer is
2 Enter your user name and password, and click Login. 3 In the IT Home page, under the BMC Service Request Management heading, click
the Service Request Coordinator Console link. The Service Request Coordinator Console appears.
To open the Service Request Coordinator Console from BMC Remedy User
1 Log in to BMC Remedy User with your AR System login information. 2 In the IT Home page, under the BMC Service Request Management heading, click
the Service Request Coordinator Console link. The Service Request Coordinator Console appears.
Using the Service Request Coordinator Console to manage service requests

The Service Request Coordinator Console is the entry point for coordinating service requests and provides a dedicated workspace for planning and tracking them. Service request coordinators also have access to the Request Entry Console and the Approval Console. Service request coordinator activities include: Monitoring the current number of service requests that require attention, are late, require approvals, have errors, or are still open. Creating service requests on behalf of other users. Troubleshooting service requests. Reviewing the approval cycle of service requests.
As the Service Request Coordinator, your name is listed on the service request. If users have problems with their service requests, they can send you email to monitor or expedite the situation. By default, the rules of the back-end fulfillment applications select (in round-robin fashion) which member of the support group will be assigned as Service Request Coordinator for this service request. The People form keeps track of the last time the person received an assignment. The round-robin assignment process selects the person who was least recently assigned a service request. For more information about assignment rules, see the BMC Remedy IT Service Management Configuration Guide and the BMC Service Request Management Configuration Guide. A service request is the request record that is generated from the SRDs. Service requests are created from SRD selections by users, support, and automated tools. Although service requests inherit characteristics from the selected SRD on which they are based, they have a life cycle of their own. (For more information, see Service request life cycle on page 213.) The following table shows the console objects and their function, and refers to where you can get more information:
Console objects Company (navigation pane) Broadcast (navigation pane) Function Specifies which companys records to work on. For more information See Using Company and Console View on page 210.
View broadcast messages that can See Broadcasting messages be viewed by the entire on page 33. organization. Enables you to monitor the current number of service requests under the following conditions: Needs AttentionShows the number of service requests that require attention, for example, it must be approved. Late RequestsShows the number of service requests that have not met the expected completion date. SRs With ErrorsShows the number of service requests with application instances that have failed for some reason and must be fixed before the request can move to the next instance. Open RequestsShows the number of open service requests. Click the category to view the service requests in the search results table.
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Console objects Console View (navigation pane)
Function Enables you to specify which groups to search the form as: MyselfShows service requests that belong to me. Other PersonShows all other service requests that do not belong to me. Select My GroupsShows all service requests for your support group. All My GroupsShows all service requests for all your support groups. Use the Console View links to filter the service requests that appear in the search results table.
For more information See Using Company and Console View on page 210.
Functions (navigation pane)
Enables you to select these features: Broadcasts ReportsOpens the Report Console from where you can generate reports. PreferencesEnables you to set your application preferences and options. SuggestionsOpens the Suggestions form.
See: Viewing broadcasts on page 35. Generating reports on page 36. Setting preferences in the Service Request Coordinator Console on page 211. Reviewing suggestions on page 219
The navigation pane of the Service See: Request Coordinator Console also Using the Service Catalog contains links to view additional Manager Console to manage applications that you have access SRDs on page 54. to: Approving SRDs on Catalog Manager Console page 118 Request Entry Opening the BMC Atrium CMDB Console from the Business Mgr Console Work Order Console on Approval ConsoleOpens page 200 Approval Central so that you can view all service requests For the Request Entry console pending approval. and the Business Mgr Console, see the BMC Service Request The links that appear in the navigation pane are determined Management Users Guide. by the applications that are installed in addition to BMC Service Request Management. The Help button is located in the top right corner of the console. Click the Help button to access help.
Help button
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Console objects Logout button
Function The Logout button is located in the top right corner of the console. Click the Log out button to log out of BMC Service Request Management.
For more information
Refresh button
Refreshes the search results table. See Search criteria Click Refresh to refresh the data in Managing service requests on the tables. page 210. Enables you to filter available service requests shown in the search results table by using the Search, Clear, and Default buttons. Shows the available service requests. Shows summary information about the service request. Shows work orders associated with the service request. See Search Criteria filter on page 210.
Search Criteria
Search Results
See Search criteria Managing service requests on page 210. See Viewing details in a service request on page 216 See: Viewing details in a service request on page 216 Adding work information to the service request on page 218. See Viewing details in a service request on page 216. Click Request Details. on page 217 Troubleshooting processes related to the service request (page 219) See Adding work information to the service request on page 218. See Buttons used with the search results table on page 211.
Details tab Work Info tab
Service Level tab Request Details button
Shows service targets associated with the service request.
Opens Request Details dialog box. See:
Add Info To Request Opens Work Info dialog box. button Cancel Request button Close button Terminates the service request.
Shuts the Service Request Coordinator Console.
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Search criteriaManaging service requests

You use the Service Request Coordinator Console to search for available service requests. The top part of the console enables you to specify search criteria, while the search results table shows service requests in different states (for example, Waiting Approval), based on your query. The Search Criteria area enables you to 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 Company and Console View

You can further change the tables contents by using the Company and Console View options in the left navigation pane of the console to see, for example, all service requests that need approval. The Company and Console View options enables you to sort service requests by the following options:
Option Company Action Filters the service requests shown 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 shows only the service requests that are designated as Global. Clearing the field shows all records to which the user has access. Shows service requests that belong to me. Shows all other service requests that do not belong to my group. Shows all the service requests that are assigned to your support group. Select GroupsShows all service requests for your support group. All My Groups 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 appear. Show AllShows all service requests for all your support groups.
Myself Other Person Select My Groups
Search Criteria filter

You can also use the Search Criteria filter at the top of the console to filter out which service requests you see:
Search criteria or button Request ID field Summary field Search button Clear button Default button Action Performs search based on service request ID. Performs search based on keyword summary of service request, for example, Hardware. Performs search after you define your criteria. Removes all search criteria. Resets all search criteria back to their default settings.
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Search criteria or button Requested for First Name field Requested for Last Name field Search All Records?
Action Performs search based on first name of requester. Performs search based on last name of requester. Searches for all service requests if you select the Yes checkbox. If you leave the check box cleared (default), searches for records based only on your other criteria.
After you perform your search, the results appear in the search results table. When you select a service request, an abbreviated list of details appears in the Service Request Summary. Using BMC Remedy User, if there are more records than the system can show in the table, place the pointer in the table, right-click, and choose either Next or Prev to see the next grouping of records. 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.
Button Request Details Action Opens the Request Details dialog box. Here you can view a more complete list of the service requests details. You can also print a copy of the service request details. Opens the Work Info dialog box. You can view work information records or add work information to the service request. You can also print a copy of the service request work information. 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.
Add Info To Request
Cancel Request
Setting preferences in the Service Request Coordinator Console

When you click Preferences, you can view and edit the default appearance of the Service Request Coordinator Console. Depending on which consoles you have permissions to access, you can also view their preferences and options. When the Service Request Coordinator Console opens, you can determine the default search criteria settings.
To set the Service Request Coordinator Console preferences

1 From the Service Request Coordinator Console, choose Functions > Preferences.
The Application Preferences dialog box to define the BMC Service Request Management consoles appears.
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2 Click the Service Request Coordinator tab. 3 On the Service Request Management User Preferences form, modify the default
search criteria as needed. For example, you might want a specific last name to appear by default in the Request Definition View.
4 Click Save.
You must close and re-open the Service Request Coordinator Console for the changes to appear.
Working with service requests

A service request is the request record that is generated from the service request definition (SRD). Service requests are created from SRD selections by users, support, and automated tools. A service request is the parent object that manages and tracks the execution of a selected SRD. Although service requests inherit characteristics from the selected SRD on which they are based, they have a life cycle of their own. As described in Service request life cycle on page 213, a service request has various states to indicate its position in the life cycle. Approvals can be required for certain state transitions. A service request might also send notifications at certain points in its life cycle to alert users that a certain event has occurred.
NOTE
The status and status reasons of a service request reflect a snapshot in its fulfillment life cycle and do not necessarily map 1:1 with the status and status reasons of an application request. The status and status reasons of the underlying application requests do not roll up to the service request. An important part of the role of the Service Request Coordinator is monitoring service requests that have errors in them. If a service request contains an instance error in one of its backend applications, the request cannot move forward until you resolve the problem. Your responsibility is to debug the problem, correct the error, and re-start the application instance command. Use the following procedures to work with service requests: Creating service requests (page 214) Viewing details in a service request (page 216) Click Request Details. (page 217) Adding work information to the service request (page 218)
NOTE
Perform these operations by using the Service Request Coordinator Console.
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Service request life cycle

Service requests go through many state transitions as they progress. The following figure depicts the life cycle of a request from Draft to the Closed state.
Figure 4-1: Service request life cycle
The following table defines all the possible state transitions of service requests from one state to another state. For example, you can move a service request from Draft to In Review, but you cannot move it from Draft directly to Pending or Planning. Notifications occur when state transitions or errors occur.
To state: From state: Draft In Review Pending No No No Yes No No No Yes Yes No Yes Yes No No No Chapter 4 No No No No No No Yes Yes Yes No No No 213 Draft In Pending Waiting Planning In Completed Rejected Canceled Closed Review Approval Progress
To state: Waiting Approval Planning In Progress Completed Rejected Canceled Closed
Draft In Pending Waiting Planning In Completed Rejected Canceled Closed Review Approval Progress No No No No Yes No No No No No No No No No Yes Yes Yes No No No No No No No Yes No No No No No No No No No Yes No No No No No No No Yes No Yes No Yes Yes Yes No No No Yes Yes Yes No Yes No No No Yes No Yes
Service request status reasons

When a service request enters a state, status reasons can be included. Not all states include status reasons. The following table shows the available status reasons.
Service request status Pending Completed Canceled Closed Status reasons Approval More Information With Issues Successful By User By Provider Successful With Issues System Cancelled
Creating service requests

The service desk or frontline support can create service requests for users by using available services categorized in the service catalog.
NOTE
Creating a service request does not require specific application permissions; the only access restriction is the company a user belongs to. You can create a service request in the following ways: Using the Request Entry ConsoleSee Creating a service request by using the Request Entry Console on page 215. Using the Request Entry Console to create a request on behalf of another user See Creating a service request for someone else on page 215.
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NOTE
Service requests can also be created from automated tools (web services, email, and so on). A service request record can also be modified from automated tools, based on the users permissions.
Creating a service request by using the Request Entry Console

As an user of BMC Service Request Management, you use the Request Entry Console to create your service requests. For detailed instructions, see the BMC Service Request Management Users Guide.
To create service requests by using the Request Entry Console

1 Open the Request Entry Console. 2 Select a service request by using any of the typical methods, for example, Quick
Picks or browsing for services.

3 Review the service details. 4 Enter the requester data. 5 Submit the service request.
Creating a service request for someone else

Depending on which services you are entitled to view as a Service Request Coordinator, you can also create service requests for other users. From the Request Entry console, you can create a service request for someone else, for example, if they cannot access their PC for some reason. For more information, see BMC Service Request Management Users Guide.
To create service requests for someone else

1 Open the Request Entry Console. 2 From the left navigation pane, choose Request On Behalf Of... . 3 Select a service request by using any of the typical methods, for example, Quick
Picks or browsing for services. Typically, you would add details about why youre creating this service request on someone elses behalf, for example, theyre locked out of their system, their PC is broken, and so on.
4 Submit the request when you are finished.
When creating a service request for someone else, it is a good idea to write down the request ID and notify them of any important details, for example, estimated time in the service target, who the request is assigned to, and so on.
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Viewing details in a service request

You can review the following information about service requests from the Service Request Coordinator Console: Request ID, Summary, Status, and Assignments Work information Service targets
NOTE
Service requests are usually tied to an incident, a change request, a work order, or some other back-end application. Although incidents, change requests, or work orders inherit characteristics from the service request on which they are based, they have a life cycle of their own. As a Service Request Coordinator, your role is monitoring the life of a service request.
To view details in a service request

1 Open the Service Request Coordinator Console. 2 View the Search Results field and the Details in the console. 3 Click the Work Info tab.
You can track a service requests progress by reviewing work performed on it by back-end application workers, customers, and users. To filter the work information shown, choose one of the following options from the Show list: AllShows all work information. Customer CommunicationShows only work information from the SRD customer. General InformationShows general information about the request.
4 Click the Service Level tab to view the information in the Service Targets table.
The associated service targets are listed in the Service Targets table. You can see whether the request is proceeding within the service target time limits, or whether the target was missed. If the service target is past due, you should contact the fulfillment providers for more information, especially if you need to reset expectations with the user.
NOTE
This option is available only if you have BMC Service Level Management installed.
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5 Click Request Details.
The Request Details dialog box appears in Details mode. You can view read-only information about the service request, for example, its request ID, its status, submit and required dates, and so on.
6 Click the Activity Log tab. a Add summary, notes, and attachment (as needed) to the log. b Save the log details. 7 Click the Process View button to view the processes behind the service request. Figure 4-2: Request Details formProcess View
Here you see the process is in the In Progress state.
IMPORTANT
If the Event Error button is enabled, you have a problem with the service request that you must fix. See Troubleshooting processes related to the service request on page 219.
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Adding work information to the service request

You can add work information to the service request. The work information appears in the Work Info tab on the Service Request Coordinator Console. Use this feature to add work information regarding tasks performed on the service request. For example, you can help track a service requests progress by recording the steps you took to troubleshoot it in the work history.
To add work information to the service request

1 Open the Service Request Coordinator Console. 2 Search for your service request. 3 Click the Add Info To Request button. 4 In the The Request Work Info dialog box, select the work information type, for
example, General Information.

5 From the Source list, select the source of this information.
Info Notes fields.

7 To add attachments to the entry, click Add.
See Adding attachments to a Work Info entry that is attached to the SRD on page 114.
8 From the Locked list, select Yes or No to lock the log. 9 Select the view access:
InternalIf you want only users in your organization to see the entry. ExternalIf you want everyone with access to the system to see the entry.
The Save operation adds your entry to the service requests work history. The Show field enables you to filter out specific work entries based on the type of activity shown in the table.
11 To see a report of the activities you performed against this service request, click
Report.
12 To see all entries for work information history, click View. 13 Click Save.
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Reviewing suggestions
Reviewing suggestions
As the Service Request Coordinator, your responsibilities include monitoring suggestions from BMC Service Request Management users (for example, adding a service to the System Favorites). You should regularly review the qualitative feedback from your users.
To review suggestions
1 Open the Service Request Coordinator Console. 2 Choose Functions > Suggestions. 3 Search the Suggestions form for items from your users.
You can search by category. You can also easily create a report of user suggestions.
Troubleshooting processes related to the service request

For troubleshooting purposes, you can view the processes related to the service request. If the service request has errors with the back-end application, you can also fix them.
To view processes related to the service request

1 Open the Service Request Coordinator Console. 2 Search for your service request. 3 Click the Request Details button. 4 In the Request Details dialog box, click Process View to see the process related to
the request. The Process form appears.
IMPORTANT
If the Event Error button is enabled, there is an error in your service request that you must troubleshoot. This view enables you to see the underlying objects used when creating work orders, incidents, change requests, and so on.
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5 Click Event Error to troubleshoot the service request. Figure 4-3: Process form
Here you verify that the application object instances (AOIs) are properly created. These AOIs are based on the application object templates (AOTs) that are attached to the selected catalog offering on which the service request is based.
6 In the Fulfillment Application Instance Detail area, verify that the correct
applications are instantiated. The application object instances (AOIs) are created (one instance for each application template). If the event is successful, the Application Instance Details area shows the application that created the event, its request ID, and its current status. If there is an error on the application instance, the event error details appear in the Application Instances dialog box in the Event Error Details area.
7 If an event contains an error (shown in Event Error Details area), click View Events.
The Event History form appears, showing you the complete event history of the instance. If the event ran without any errors, the entry is deleted automatically. As a result, you cannot view successful events in the Event History form.
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Troubleshooting processes related to the service request
Figure 4-4: Event History form
The preceding figure shows events with errorsthe back-end application (in this case, Work Orders) could not create a request because no work order manager group could be found.
8 Debug the error with the back-end applications.
Typically, you see problems with back-end applications if your PDTs, SRDs, or AOTs were not defined properly. For example, if you create a global entitlement for an SRD that assumed specific company information, errors might appear when BMC Service Request Management attempts to create an entry. Through no fault of their own, users entered invalid location information but you created an SRD that needed specific Region, Site Group, and Site input. Using the Event History dialog box to troubleshoot this type of error is going to be very difficult due to poor definition of the catalog entry. Another example of poor definition of the catalog entry is making users answer questions that do not properly create the back-end request. If you want a user to enter the urgency of a request, make sure you specified the Urgency question is required and must be answered. Otherwise, if users ignore the question (because they thought it was optional) and submit the request, the back-end application generates an error (which you must troubleshoot later). In this example, the back-end application could not create an entry because assignment manager rules for the back-end application were not configured properly. See Troubleshooting tips on page 223.
9 Click Retry to re-start the application instance command.
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10 Close the Event History dialog box.
When you have fixed the error with the back-end application, BMC Service Request Management generates a request ID and automatically moves the application request into In Progress state.
Figure 4-5: View Process dialog box (with Request ID generated)
11 Close the View History dialog box.
The Request Details dialog box shows the fulfillment ID of the back-end application.
12 Close the Request Details dialog box.
The back-end fulfillment application ID was properly generated, and the service request is ready to work on.
13 After the problem is fixed, make sure the person working on the service request
fulfills it in a timely manner. If necessary, you might also need to track that the request is properly approved by the appropriate person.
14 Track the service request until its status reaches the Completed state.
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Troubleshooting tips
Use the following troubleshooting tips to correct the event errors that sometimes appear in the Process View
If this error appears Cannot create entry (ARCreateEntry)Required fields cannot be set to a NULL value Do this The back-end application cannot create an entry if the required fields do not contain valid data.
1 Scroll through the Event Parameters list to find the field with the
NULL value, for example, the Description field.

2 Enter a valid parameter value in the Param Value field. 3 Click the Commit button. 4 Click Retry.
The new parameter is processed.

5 Close the Event History dialog box. 6 Close the Application Instances dialog box. 7 Refresh the service request.
The Error code is no longer in the Event Status field.

8 Open the View Process dialog box.
You see the request is created. The back-end application cannot create an entry if the categorization is Cannot create entry wrong. (ARCreateEntry)Operational categorization information is invalid 1 Scroll through the Event Parameters list to find the incorrect for the specified company. categorization values from the service request. For example, the user entered TEL as the category.
2 Remove the invalid parameter value in the Param Value field. 3 Click the Commit button. 4 Click Retry.
The new parameter is processed.


You see the request is created.
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If this error appears Cannot create entry (ARCreateEntry)No <application> group could be found. Manually select a group from the menus. If no group with an individual in the functional role of <application> manager is defined, notify your System Administrator.
Do this The back-end application cannot create an entry because the assignment manager rules are not configured properly for the back-end application.
1 Open the Assignment Configuration window. 2 Make sure the Work Order Assignee and the Work Order Manager
events are present in the Assignment Configuration window. 3 Make sure you have properly configured the group assignments for the correct events, for example, the Work Order Assignee and the Work Order Manager events. 4 Make sure the correct available systems are selected. For example, you cannot create a work order if Work Order Management is not selected. For detailed information about configuring functional roles, creating a support staff person profile, creating assignment routing, and creating group assignments, see the BMC Service Request Management Configuration Guide and BMC Remedy IT Service Management Configuration Guide.
BMC Service Request Management cannot create the incident because Cannot create entry the incident template is not correctly configured. (ARCreateEntry)You cannot submit or modify the incident status 1 Open the incident template. from <incident_state> to New. 2 Make sure you have assigned the template to the correct support company, support organization, and assigned group. 3 If you assigned the incident template to a specific assignee, clear the name from the Assignee field. You should not assign incident templates to a specific individual. 4 Open the Request Details dialog box to view the underlying event error, described in Troubleshooting processes related to the service request on page 219. 5 When you view the event in the Event History, click Retry. When you return to the Request Details and view the Process View, you see that the incident request was successfully created. ARCreateEntry - Value does not fall within the limits specified for the field (Maximum length <field_length>) : <Param_Name>
Note: Field length in the service
The back-end application cannot create an entry because the data pushed from a field in the service request is too long. The error in the CAI occurs because the field length in the service request field (for example, 120 characters) exceeds the field length of the back-end application (for example, 100 characters). The following steps fix the underlying configuration problem in BMC Service Request Management.
1 In the Custom Configuration tab, choose Service Request Management
request is too longfixing the configuration to stop the underlying problem.
> Application Configuration > Define Application Target Data, and click Open. 2 Configure the Field Length of the application target data to be less than or match the field length in the back-end application. See the BMC Service Request Management Configuration Guide.
You no longer see this problem when a service request creates the entry. However, you will still see a TRUNCATE WARNING message shown in the Work Info History.
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If this error appears
Do this
ARCreateEntry - Value does not fall The back-end application cannot create an entry because the data within the limits specified for the pushed from a field in the service request is too long. field (Maximum length The following steps fix the problem with the service request. <field_length>) : <Param_Name> 1 Scroll through the Event Parameters list to find the Param Name field with the wrong value, for example, the Description field. Note: Field length in the service request is too longfixing the 2 Reduce the number of characters in the Param Value field to less than record or equal to the maximum length, for example, 98 characters. 3 Click the Commit button. 4 Click Retry. The correct parameter is processed.

You see the request is created.

9 Close the dialog box. 10Click the Work Info tab, and select All in the Show list.
A general information TRUNCATE WARNING message is shown in the Work Info History. You see this warning because the field length value in the service request did not fall within the limits specified for the field and was truncated in the back-end application. The entry was successfully created; however, some data was not pushed to the backend application. When submitting a service request with an attachment, you might see the following error with the SRM_OUT_UPDATE_APP_REQUEST _ WORKLOG event command (with incidents, change requests, and work orders): Unable to get the Request ID from <application>:<application >Interface. The entry you requested does not exist. For example, with BMC Remedy Change Management, the following error appears: Unable to get the Request ID from CHG:ChangeInterface. The entry you requested does not exist. You can ignore this error message. The service request is not affected. You can still complete the back-end application requests and the service request.
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Reviewing the approval cycle of a service request

One of the responsibilities of a Service Request Coordinator is to follow the approval cycle of service requests. Approvals can be required for certain state transitions. A service request has various states to indicate its position in the life cycle. Some key state changes are coupled with the underlying application request status changes to reflect the overall status of the service request. A service request might also send notifications at certain points in its life cycle to alert users that a certain event occurred.
To review the approval cycle of service requests

1 Open the Service Request Coordinator Console. 2 Click the Needs Attention link to view any requests that require your immediate
attention, for example, that require your approval.

3 Choose Other Applications > Approval Console.
Any approval to which the Service Request Coordinator is assigned appears in the list of approval requests.
4 Select the approval request from the table and click Approve. 5 Close Approval Central. 6 Return to the Service Request Coordinator Console click the Refresh button to
refresh its contents. The service request is set to Planning and removed from the list of requests that require your attention.
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Fulfillment Provider role
The fulfillment provider manages back-end fulfillment requests, for example, working as the Change Manager, Incident Manager, or the Work Order Manager, to make sure the requests are fulfilled properly.
NOTE
Fulfillment providers must have appropriate permissions to the applications they are assigned. For example, a fulfillment provider working with change requests must have Change User and Asset Viewer permissions. The following topics are provided: Relationships of service request states to back-end application states (page 228) Creating service requests from back-end applications (page 229) Fulfilling service requests (page 232) Viewing activity log entries in the service request (page 233) Viewing details of service requests attached to change requests (page 234) Viewing details of service requests attached to incidents (page 235)
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Relationships of service request states to back-end application states

A service request is the request record that is generated from the service request definition (SRD) that appears in the service catalog. Service requests are created by users, support, or automated tools. Although service requests inherit characteristics from the selected SRD on which they are based, they have a life cycle of their own. Service requests can then generate requests in back-end service fulfillment applications. For example, when a service is requested, the request can generate an incident, a change request, or a work order. Although incidents, change requests, or work orders inherit characteristics from the service request on which they are based, they have a life cycle of their own.
Service request state Incident state Change request state N/A N/A N/A N/A Request for Authorization Pending Planning in Progress Request for Change Scheduled For Review Scheduled For Approval Scheduled Implementation In Progress N/A Completed Closed N/A Work order state
Draft In Review Waiting Approval Rejected Planning Pending In Progress
N/A N/A N/A N/A Assigned Pending In Progress
N/A N/A N/A N/A Assigned Waiting Approval Pending Planning In Progress
Canceled Completed Closed
N/A Resolved Closed N/A
Rejected Canceled Completed Closed N/A
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Creating service requests from back-end applications

Back-end service fulfillment applications can generate service requests. For example, when a an incident, a change request, or a work order is created, these requests can generate a service request.
NOTE
BMC Service Request Management 7.6.00 ships with three system SRDs to support the reverse creation of service requests from back-end applications. Each SRD comes with its corresponding system PDT and AOT. See System SRDs shipped with BMC Service Request Management on page 127. The following table compares the relationship of work order states to service request states:
Work order state N/A N/A N/A N/A Assigned Pending Waiting Approval Planning In Progress Completed Rejected Canceled Closed Service request state Draft In Review Waiting Approval Rejected Planning Pending Pending In Progress In Progress Completed Canceled Canceled Completed Successful By Provider By Provider Successful Need More Information Status reason
The following table compares the relationship of change states to service request states:
Change request state Draft Request for Change Planning in Progress Scheduled For Review Scheduled For Approval Scheduled Service request state Planning Planning Planning Planning Planning Planning Status reason
Request for Authorization Planning
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Change request state Implementation In Progress Pending Rejected Completed Closed Canceled
Service request state Planning Pending Canceled Completed Completed Canceled
Status reason
Need More Information Successful Successful By Provider
The following table compares the relationship of incidents to service request states:
Incident state New Assigned Pending In Progress Resolved Closed Canceled Service request state N/A Planning Pending In Progress Planning Completed Completed Canceled Successful Successful By Provider Need More Information Status reason
To generate service requests from back-end applications

1 Open the Rules form for your back-end application, for example, Work Order
Rules (Custom Configuration > Service Request Management > Work Order > Rules,). The following example uses Work Order Management. The same procedure applies in essentials also to BMC Remedy Incident Management and BMC Remedy Change Management. For more information about Work Order Management rules, see the BMC Service Request Management Configuration Guide. For more information about Change Management and Incident Management rules, see the BMC Remedy IT Service Management Configuration Guide.
2 In the Create Service Request on Submit field, select Yes.
When this flag is set to Yes, when a user submits a work order, a corresponding service request is created. The customer can view this request, which indicates the status, through the Request Entry Console.
3 Open the Work Order Console. 4 Create a work order.
Because the work order rules were configured to allow the creation of a service request when you submit a work order, a special advanced function appears in the Work Order form.
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Figure 5-1: Allow Request Creation function
Special Allow Request Creation function in Work Order form
You see the same advanced function in the Change form and the Incident form.
5 Follow all the normal steps to submit a work order, as you normally would. 6 Choose Advanced > Allow Request Creation.
You see the following prompt: A service request will be generated for
each change you submit.
NOTE
You must choose this advanced function to create the service request when you submit the work order. If you choose Advanced > Suppress Request Creation, you see the following prompt: Service request will not be created for each new change you submit.
7 Close the prompt. 8 Save the work order. 9 Perform a search for the work order you just submitted. 10 Click the View Service Request link on the work order.
The Request Details dialog box enables you to enter work information about the service request. See the BMC Service Request Management Users Guide.
11 Open the Request Entry Console to view your submitted requests.
The service request appears in the list of submitted requests. Its status is Planning.
12 Move the work order to completion.
As you move the work order from one state to the next, the service request also moves from state to state.
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Fulfilling service requests

One of the major responsibilities of a fulfillment provider is to complete the backend assignments that are required to fulfill the request. For example, a request to replace a hard drive might generate multiple incidents, change requests, or work orders. A service request might also send notifications at certain points in its life cycle to alert users that a certain event occurred.
IMPORTANT
If a service request is reopened, BMC Service Request Management does not reopen the original back-end requests that were part of the request fulfillment process. Instead, BMC Service Request Management creates a work order.
To fulfill a service request when a change request is involved

1 From the IT Home page, open the Change Management Console. 2 Perform a search for changes assigned to you: a Use the search criteria to define your search parameters. b Search for the changes.
The results appear in the Assigned Change table.

3 Select the change, and click View.
The change request appears in the Change Request form.

4 As you work on the change request, use the Process Flow Status wizard to move
the change request through its various states. For example, when you click Next Stage in the wizard, you are prompted to enter required dates to move the change from the current Planning In Progress state to the Scheduled For Review state. See the BMC Remedy Change Management Users Guide.
5 When you have completed working on the change request, save your work and
close the Change Request form. When the back-end request is successfully fulfilled, the status of the service request is automatically set to Completed (Successful) in the Request Entry Console.
To fulfill a service request when an incident request is involved

1 From the IT Home page, open the Incident Management Console. 2 Perform a search for incidents assigned to you: a Use the search criteria to define your search parameters. b Search for the incidents. c The results appear in the Assigned Work table. 3 Select the incident, and click View.
The incident appears in the Incident Request form.

Viewing activity log entries in the service request
4 Use the Process Flow Status wizard to move the incident request. 5 As you work on the incident, use the Process Flow Status wizard to close it.
For example, if you select Incident Closure in the wizard, you are prompted to enter resolution information that moves the incident from the current Assigned state to the Resolved state. See the BMC Remedy Service Desk Incident Management Users Guide.
6 When you have finished with the details of the incident request, save your work
and close the Incident Request form. When the back-end request is successfully fulfilled, the status of the service request is automatically set to Completed (Successful) in the Request Entry Console.
To fulfill a service request when a work order is involved

1 From the IT Home page, open the Work Order Console. 2 Perform a search for work orders assigned to you: a Use the search criteria to define your search parameters. b Search for the incidents. c The results appear in the Assigned Work Orders table. 3 Select the work order, and click View.
The work order appears in the Work Order form.

4 As you progress on the work order, update your status and track your work
information. See Managing work orders on page 163.

5 When you have finished with the work order, save your changes and close the
Work Order form. When the back-end request is successfully fulfilled, the status of the service request is automatically set to Completed (Successful) in the Request Entry Console.
Viewing activity log entries in the service request

In the Request Entry Console, fulfillment providers can view activity log information entered by other staff members who worked on the request.
To view activity log entries in service requests

1 Open the Request Entry Console. 2 Search for the service request, and select it. 3 Click Request Details.
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4 In the Request Details dialog box, click the Activity Log tab. The Request Details
dialog box
5 On the Request Details dialog box, verify that the work information entered by the
staff is correct.
6 If necessary, add a log entry to the activity log.
Viewing details of service requests attached to change requests

If a change request is attached to a service request, the View Service Request link appears at the top right corner of the Change form. This link enables you to view information about the service request, for example, its Request ID, its work history, requester, submit date, status of the service request, and so on. You can also enter work information about the service request.
NOTE
For similar information about work orders, see Viewing details of a service request associated with the work order on page 158.
Figure 5-2: View Service Request link in the Change form
View Service Request link that appears when the change request is attached to a service request
To view the service request attached to the change request

1 Open the Change Management Console. 2 Perform a search for changes assigned to you: a Use the search criteria to define your search parameters. b Search for the changes.
The results appear in the Assigned Change table.
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Viewing details of service requests attached to incidents
3 Select the change, and click View.
The change request appears in the Change form. When a change request is attached to a service request, the View Service Request link is shown.
4 Click the View Service Request link.
The Request Details dialog box appears. You can view a complete list of the requests details.
5 Perform one of the following tasks:
Click the View Process button to view the processes behind the service request. Click the Work Info tab to track the history of the service request.
Viewing details of service requests attached to incidents

If an incident is attached to a service request, the View Service Request link appears at the top right corner of the Incident form. This link enables you to view information about the service request, for example, its Request ID, its work history, requester, submit date, status of the service request, and so on. You can also enter work information about the service request.
Figure 5-3: View Service Request link in the Incident form
View Service Request link that appears when the incident is attached to a service request
To view the service request attached to the incident

1 Open the Incident Management Console. 2 Perform a search for incidents assigned to you: a Use the search criteria to define your search parameters. b Search for the incidents.
The results appear in the Assigned Work table.
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3 Select the incident, and click View.
The incident appears in the Incident form. When an incident is attached to a service request, the View Service Request link is shown.
4 Click the View Service Request link.
The Request Details dialog box appears. You can view a complete list of the requests details.
5 Perform one of the following tasks:
Click the View Process button to view the processes behind the service request. Click the Work Info tab to track the history of the service request.
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Using the Service Request Designer

The Service Catalog Manager or the Business Manager can use the Service Request Designer to specify the definitions, processes, entitlements, approvals, and so on for a requestable service (SRD). The requestable service is a type of service offering, communicated to users as a service request through the Request Entry console. The following topic is provided: Creating requestable services with the Service Request Designer (page 238)
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Creating requestable services with the Service Request Designer

The Service Request Designer provides an easy-to-use wizard interface for Service Catalog Managers and Business Managers to create or modify requestable services (SRDs). From start-to-finish, the Service Request Designer steps you through the process of adding the following functions to your requestable service: Service request description (for example, company, title, graphic, and so on) Service categories Service request details hidden or visible to users Notification sent to users Back-end fulfillment process used by the requestable service (including quick launch PDTs) Questions and mappings added to the requestable service Service request approvers Entitlements
NOTE
The Service Request Designer does not support adding a survey to an SRD or specifying an SRD as a System Request in the Request Entry console. To perform these tasks, you must use the Service Request Definition form.
Figure 6-1: Service Request Designer
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NOTE
Some functionality in the Service Request Designer requires advanced permissions for you to access. For example, for Request Catalog Managers to access the Manage Categories button on the Description - Details panel, they must have SRM Administrator permission. The Manage Processes button requires Request Catalog Manager permission and the Manage Entitlements button requires Entitlements Administrator permission. See the BMC Service Request Management Configuration Guide. If the stage is required, the Service Request Designer validates it in the creation of a requestable service, before you can advance to the next panel. Not all stages require validation (for example, the Options stage or the Entitlement stage). Clicking the Next button advances you to the next step of the wizard after you have passed validation. You can click the Back button to return to earlier stages in the process. You should have already created the underlying application templates, AOTs, and PDTs that you want to use in the requestable service.
NOTE
If you are a Business Analyst, you can create SRDs only by using the Service Request Designer, and you can view only SRDs you created. Also, you cannot view SRDs that have a status of Canceled or Expired. Request Catalog Managers can create SRDs by using the Service Request Designer or the Service Request Definition form, and can view all SRDs. For information about creating SRDs by using the Service Request Definition form, see Working with SRDs on page 84.
To use the Service Request Designer

1 In the IT Home page, under the BMC Service Request Management heading, click
the Service Request Designer link.

2 On the Start panel, create or modify the requestable service.
To modify requestable services to which you have access, click Modify. You can filter the search results by entering a search string and then clicking Search.
3 Click Next. 4 On the Description - Details panel, enter or specify the following information: Field Company (required) Description Specify the company the requestable service is tied to. The user must belong to this company to see the requestable service. If the requestable service is Global, all users have access to it. Enter a descriptive title for the requestable service.
Title (required)
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Field Description (required)
Description Enter a detailed description of the requestable service.

Note: Only 255 characters can be shown in the Request Entry
console. Any text greater than 255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The web page, form, or interpreted code appears in the Description field when requesters access the requestable service. For example, you could add the following JavaScript snippet: <a href="#" onClick="window.open('http:// www.bmc.com', 'win'); return false"> Category Specify the category type that applies to the requestable service (for example, Telecommunications Services > Conference Calling > Conference Call Setup).
5 Click the Manage Categories button to create or modify a category.
You can view this button only if you have SRM Administrator permissions. For more information about using the Category Management window, see the BMC Service Request Management Configuration Guide.
6 Click Next. 7 On the Description - Additional panel, enter or specify the following information: Field Instructions Description Instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry console. Enter aliases (keywords) used to search for requestable services in the Request Entry Console. Requesters can enter these keywords when they search for services in the Request Entry Console. Cost Price Turnaround Time Cost budgeted for this requestable service. Cost can be linked to service targets. Actual price of this requestable service. Define turnaround time for this requestable service in Hours or Days. Turnaround time is used to calculate the expected completion date of the service request.
Note: To calculate the expected completion date accurately,
Keywords
business hours and holidays must be configured. For information about configuring business hours and holidays, see the BMC Service Request Management Configuration Guide.
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Field Level
Description Select the service level for the requestable service, for example, Gold, Silver, or Bronze. The SRM Administrator configures these levels for you. See the BMC Service Request Management Configuration Guide. Specify which image appears to users in the Request Entry console.
Image 8 Click Next.
9 On the Fulfillment Process - Process panel, select a process and then click Apply.
As part of the Fulfillment Process, you can modify the requestable service with a different process. Scroll through the list or click the page arrows to view the available processes (including quick launch PDTs). Select a process from the table and then click Apply. Your choice now appears as the current fulfillment process. If you change your mind, select a different process from the table and click Apply. You can also filter the processes shown in the table by entering a search term and then clicking Search.
10 Click the Manage Processes button to create or modify a process.
You can view this button only if you have Request Catalog Manager permissions. For more information about using the Process Definition Template form, see Working with PDTs on page 63.
11 Click Next.
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12 On the Fulfillment Process - Questions panel, create or add questions to the
requestable service.
Task Creating a question Steps
1 Click Questions in the navigation tree. 2 Click Add Question. 3 Select New Question from the navigation tree. 4 Define the Question Text. 5 Select a question format (for example, Text or Menu). 6 (optional) In the Category field, select or enter the category that
the question will be classified with.

Note: You can use this field to select or enter information to
categorize questions in the questions library. Then you receive lists of questions by category instead of a single long list of questions when you select a question from the library in the Question Management form (that you open from an SRD). You can categorize questions per back-end application or any other grouping that works for your organization.
7 Specify if the question is Required or Hidden. 8 Based on the question format, specify the question details.
For example, a Text question requires that you define the Default Response, the Number of Text Rows, and the Limit Input Length.
9 Click Apply to create your question. 10(optional) Click Add Condition to dynamically define additional
questions that appear in the context of the answer.

11(optional) Click Update Library to add the question to the
questions library.
Note: When you add a question to the questions library, conditions
added to the question are not stored with the question in the questions library. For information about adding new questions and conditions to the SRD (especially descriptions of the parameters you must enter), see the BMC Service Request Management Configuration Guide.
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Task
Steps
Selecting a question 1 Click Questions in the navigation tree. from the library 2 Click Add Question. 3 In the Select from library field, select a question to add to the requestable service. 4 Specify if the question is Required or Hidden. 5 Based on the question format, specify the question details. For example, a Text question requires that you define the Default Response, the Number of Text Rows, and the Limit Input Length.
6 Click Apply to add your question to the requestable service. 7 (optional) Click Add Condition to dynamically define additional
questions that appear in the context of the answer.

8 (optional) Click Update Library to update the question in the
questions library.
Note: When you update a question in the questions library,
conditions added to the question are not stored with the question in the questions library. For information about adding new questions and conditions to the SRD (especially descriptions of the parameters you must enter), see the BMC Service Request Management Configuration Guide.
See Adding questions and mapping variables on page 100.

13 Click Next. 14 On the Fulfillment Process - Mappings panel, specify the fulfillment process
inputs.
NOTE
You do not see this panel if you select a Quick Link PDT or if you select a PDT that does not have any target mappings associated with it. In this panel, you map variables to the questions that you added to the requestable service. You can map multiple questions to the same variable. Choose one of the following options: NoneNo value is supplied for the target data. QuestionThe question must be answered by the answer, or the data is internal. User Displayed ResponseA user enters an answer to the question from the Provide Information panel on the Request Entry console as input. Internally Represented ResponseData is passed internally as input (the stored values or BMC Remedy AR System internal representation for Date, Time, or Date/Time fields).
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AdvancedYou can concatenate multiple data targets (for example, questions, text, or values from service request fields) to the same variable. Several advanced options are available for mapping the source of the value. QuestionThe value comes from a question response. You must map the target data to a selected question. TextYou can map text as the source of the data for the target data items. You must enter a default value. SR FieldsYou can map service request fields on the Service Requests form as the source of the data for the target data items (fulfillment application fields). For example, this functionality is useful if you want to push the quantity and total price of a service request to a work order. You also use this functionality with advanced interface forms. Line BreakAdds a line break to the Service Request form. See Mapping variables to questions you defined for the SRD on page 103 and Using Advanced options when mapping questions to data targets on page 105.
15 Click Next. 16 On the Approvers panel, select who must approve the service request when it is
submitted. In the Approval Type field, choose one of the following: NoneNo approval chain record is associated with the service request when it is submitted. ManagerEnables you to specify how deep you want to go in the management approval chain. For example, if you use 1 (the system default), the chain extends only to the users manager. If you enter 2, the next level in the management chain must approve the upgrade, and so on. The maximum number of approval levels is 5. PersonEnables you to send the service request for approval to any user defined in the People form. Click Select to search for any user available in the People form. GroupEnables you to send the service request for approval only to group members with Request Approver roles. CustomEnables you to use a custom approval chain (not one of the approval chains installed with the application). This custom approval chain definition must have a Selection Criteria that matches the requestable service. For information about approval chains, see the BMC Service Request Management Configuration Guide.
17 Click Next. 18 On the Entitlements panel, select which users are entitled to view and request the
service. Add or remove entitlements to the requestable service as needed. See Selecting entitlement information for SRDs on page 111.
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19 Click the Manage Entitlements button to create or modify an entitlement.
You can view this button only if you have Entitlements Administrator permissions. For more information about using the Entitlement Console, see the BMC Service Request Management Configuration Guide.
20 Click Next. 21 On the Hide/Show Details panel, select which items are visible to users when they
request this service.

Field and service request stage Turnaround Time (Review a Service stage) Description Defines turnaround time for this requestable service in Hours, Days, Months, or Years in the Review a Service stage. Turnaround time is used to calculate the expected completion date of the service request.
Note: To calculate the expected completion date
accurately, business hours and holidays must be configured. For information about configuring business hours and holidays, see the BMC Service Request Management Configuration Guide. Price (Review a Service stage) Actual price of the service request. Expected Completion (Provide Information stage) Date Required (Provide Information stage) Phone (Provide Information stage) Email (Provide Information stage) Attachment (Provide Information stage) Instructions (Provide Information stage) Quantity (Provide Information stage) Service Coordinator (for service requests needing attention at the View a Request stage) End User Process View (Request Details stage) Date when the user can expect the request to be finished. Date when the user requires the request to be finished. Phone number of the user. Email address of the user. Enables users to add an attachment to the service request. Instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry console. Number of items for the request, such as the number of items in a purchase request. Name of service request coordinator overseeing the request.
Shows the Process View tab on the Request Details. If you clear this field, the Process View tab is hidden from users who do not have Service Request User or SRM Administrator application permissions. This option is selected by default.
22 Click Next.
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23 On the Notifications panel, specify the states when notifications for the service
request are sent to users. By default, the following actions trigger notifications: Notify End User on Complete Notify End User on Pending Notify Assignee on Assignment Notify Approver on Waiting Approval You can add additional states (for example, Notify End User on Submit).
24 Click Next. 25 On the Submit Service panel, enter the service deployment start and expiration
dates.
26 Select the company and name of the Request Catalog Manager to review the
service request. Here you specify the user with Request Catalog Manager permissions who must first review and approve the requestable service before it is deployed to the organization. By default, these fields are set to the user creating the requestable service. Before submitting the requestable service, make sure that you set these values to that of a Request Catalog Manager.
NOTE
When the Company field is populated, the menu attached to the Name field consists of all users belonging to the selected Company, not just Request Catalog Managers. Therefore, when creating the requestable service, you must knows who your specific Request Catalog Manager is, and populate these fields correctly.
27 (optional) To build the SRD in stages, enter all the required information, and click
Save. You can edit the SRD as needed before submitting it for approval.
28 If you are sure that you are finished with the details of your SRD, click Submit.
After it is submitted, no further updates are permitted to the requestable service until the approval process is complete. When it is approved, the requestable service is deployed.
29 Click Save.
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Localizing BMC Service Request Management

This section provides advanced instructions in localizing BMC Service Request Management. The following topics are provided: Localizing BMC Service Request ManagementOverview (page 248) Configuring the AR System server for localization (page 250) Localizing navigational categories (page 250) Localizing SRD levels (page 252) Localizing AOTs (page 252) Localizing questions to use with SRDs (page 253) Localizing PDTs (page 254) Localizing SRDs (page 255) Remapping questions to the SRD (page 256) Dynamically creating and localizing questions while working on SRDs (page 256) Localizing surveys in the SRD (page 257) Localizing advanced interface forms (page 258) Configuring advanced interface forms (page 259) Finishing localization (page 259) Troubleshooting localization problems (page 260) Using the localization utility to change the locale (page 261)
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Localizing BMC Service Request ManagementOverview

You should localize all content that appears to users in the Request Entry Console. This section guides you through the steps of localizing the display properties in the languages of your user community. You do not need to perform these advanced configuration and administration steps immediately, but only after you understand basic SRM functionality. For example, display properties you can localize include navigational categories, AOTs, SRDs, and so on. The following sections describe the best practices you should follow when localizing BMC Service Request Management for your particular environment.
Locale fallback mechanism

Locale behavior effects the entire chain of SRM objects, from SRD > PDT > AOT > Questions > Navigational Categories > Browse for Service details. If an SRM object is not localized, it might be invisible to your users. BMC Service Request Management uses the following fallback mechanism for locale (following the AR System behavior) in BMC Remedy User: If a user indicates a locale as a preference in the Options dialog box in BMC Remedy User, the view that matches the selected locale is used. It is first matched by language and country, and then by the language if the country is not specified. If no locale preference is set, a view with a blank locale, or the locale of operating system on the users computer, is used. If no locale preference is set and there is no view with a blank locale, an available view for the selected form appears. BMC Service Request Management uses the following fallback lookup mechanism when selecting a view for the users browser: The mid tier first uses the locale defined in the AR System User Preference form. If there are no user preferences, the system selects the appropriate view for the users browser. If the view with the users preferred locale is not found, the system checks the operating system of the users computer. If there is no exact match during any of these stages, the fallback mechanism finds the closest possible locale to the one requested. The resulting view then appears. For example, if a user has es_AR (Spanish_Argentina) selected as a preference, but there is no view created for es_AR, the view created with locale es appears. So creating a view with locale es covers all Spanish users, regardless of whether the users preferred locale is es_AR or es_ES.
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Localizing BMC Service Request ManagementOverview
Fallback mechanism for Quick Picks and DVF data

BMC Service Request Management uses the following fallback lookup mechanism when selecting data, for example, displaying the Quick Picks items in the Request Entry Console: The Request Entry Console searches for data with the exact user locale, for example, en_US. If the Request Entry Console cannot find data with the en_US locale, it performs a wildcard search using en%. If the Request Entry Console still cannot find any data, it searches for data where the locale setting is null. In this particular example, the Request Entry Console returns the SRM sample data. When the DVF retrieves data to display, it follows the same sequence as the Request Entry Console. The DVF searches for data with the exact user locale. The DVF then performs a wildcard search, for example, en%. The DVF then searches for data with a null locale value. If the DVF still cannot find any data, it searches for the navigational category of the initial view.
Localizing SRM objects

The various SRM objects (for example, navigational categories or SRDs) appear based on the locale fallback mechanism of AR System. If AR System finds at least one localized object for the client locale (for example, en_US), it does not display the other localized objects defined in other locales. By default, the SRM sample data was defined with null locale values. If you do not localize any SRM objects, the sample data (for example, the navigational categories) appears the first time that you log in to the Request Entry Console. Any users logging in to the system are guaranteed to see this sample data. But when you localize an SRM object (for example, a navigational category with the en_US or fr locale), users who log in to the system with the fr locale no longer can see the sample data with null locales. Users see only those SRM objects that match their client locale. To show the sample data, you must localize this as well. You must choose between the following localization options: Use the localization utility to override the null values in the sample data. (See Using the localization utility to change the locale on page 261.) This option is not recommended. You should leave sample data with null values intact, so that users who log in to the Request Entry Console without the en_US or fr locales are not confused when they do not see any objects shown. When you create your own navigational categories, AOTs, PDTs, and so on, make sure you localize these objects at the same time.
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Configuring the AR System server for localization

To localize BMC Service Request Management, you must configure the AR System Administration settings.
To configure the AR System server for localization

1 Log in to the AR System server with a browser or BMC Remedy User Tool. 2 From the IT Home page, open the AR System Administration Console. 3 Choose System > General > Server Information. 4 In the Server Information window, click the Advanced tab. 5 In the Localized Error Messages section, choose Localize Server (if it is not selected
already).
6 Click OK.
Localizing navigational categories

Translated navigational categories follow the default language sort order specified in Category Management. You cannot sort translated categories differently than the base locale value. When you configure a navigational category, you can also include other locales in addition to those shipped with the 7.6.00 release (French, Japanese, Simplified Chinese, and so on). You can create additional sets of display properties for your users, based on the locales you specify, for example, Dutch (nl). These display properties are automatically related to each other. This navigational category appears in the Request Entry Console in the main window and as a menu item in the Search menu. If you include additional locales, this procedure describes some additional steps you must perform to finish localizing the application. You can change the image for each localized Category 1 record. Each localized category can use a different image; the base category is the default image.
IMPORTANT
This section assumes you understood the navigational category configuration steps described in the BMC Service Request Management Configuration Guide.
To localize navigational categories

1 To create the navigational category, choose Service Request Management >
Navigational Categories > Category Management, and then click Open.

2 Choose Global or a company.
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Localizing navigational categories
3 Click Manage Locales.
The Category tree shows either global categories or categories for the specific company that you selected on the Category Management form.
4 Click Add Locale to populate the list of languages available for localization. 5 In the Category Locale Select dialog box, select a locale (for example, fr_FR or
es_ES), and click OK. You can add as many locales as needed. When you click Select, all categories shown in the category locale are duplicated for that locale with parentheses around the category name.
6 Select a record in the Categories tree (for example, Calbro Services Computers). 7 From the Select Locale menu, select a language (for example, fr_FR). 8 In the Localized Category Name and the Localized Description fields, enter the
localized text. The original text appears in parentheses. Remove the parentheses when you add your localized text. Some localized categories are provided for you by default when BMC Service Request Management is installed. Otherwise, you must select your own localized category.
TIP
Enter user-friendly names for this navigational category, based on your locale.
9 Replace the image, as needed, for your locale.
You can relate different images for different locales per category. Several images are included in the sample data when BMC Service Request Management is installed. You might decide the French locale needs a different image associated with the navigational category. For example, you can relate one image appropriate for the en_US locale, and a different image appropriate for the fr_FR locale.
10 Click Apply.
The localized information appears in the category tree.

11 Log in to the Request Entry Console.
This localized navigational category is shown in the specified language when users log in to the server with the specified locale, for example, Dutch (nl). The following example shows the new localized navigational category, a localized image, and the localized menu items used in the Search menu. For more information, see Finishing localization on page 259.
IMPORTANT
After you localize your first navigational categories, the default navigational categories in the sample data are no longer appears in the Request Entry Console for that particular locale.
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Figure 7-1: Localized navigational category shown in the Request Entry Console
Localizing SRD levels

When you create SRD levels, you can also localize them.
To define SRD levels

1 From the Application Settings list, choose Service Request Management > SRD
Level > SRD Level, and click Open.

2 Enter a locale, level, and status. 3 Save the record. 4 Click Other Locales. 5 In the Defined Locales dialog box, select the new locale. 6 Enter the new localized level text, and click Add.
If you search for these new levels in the SRD Level dialog box, both items are available, each in their respective locale, Dutch and Portuguese. When the Service Catalog Manager creates the SRD, the locale level is available for use.
Localizing AOTs
When you configure an AOT, you can also include other locales. You can create additional sets of display properties for your users, based on other locales you specify, for example, fr. These display properties are automatically related to each other.
IMPORTANT
This section assumes you understand the AOT configuration steps described in the BMC Service Request Management Configuration Guide.
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Localizing questions to use with SRDs
To localize AOTs
1 To create the AOT, choose Service Request Management >Application
Configuration > Define Application Object Template, and then click Open.
2 Search for a record and open it. 3 Click Other Locales. 4 In the Defined Locales dialog box, specify a new locale, for example, fr. 5 Enter a user-friendly name of this AOT, based on your locale. 6 Provide a summary, based on your locale. 7 Click Add to save the display properties for this locale. 8 Add more locales as needed. 9 Close the dialog box, and click Save.
The Service Catalog Manager can use this localized AOT when creating a PDT.
Localizing questions to use with SRDs

In the Questions Library form, you can localize a set of questions that users are prompted to answer when creating a service request from the SRD.
To define the questions library entries

1 Choose Service Request Management >Application Configuration > Define
Questions Library, and then click Open.
NOTE
You can also dynamically define questions when you are creating mappings in the SRD.
2 Search for a question and open it. 3 Specify the locale to deliver questions in the language that is the most useful to
your users, for example, fr.
NOTE
Only questions with a locale that exactly matches the locale on the SRD appear in the questions dialog box.
4 Perform the following steps: a Enter the locale. b Enter the question text for users.
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c Select the application category to which the answer is pushed.
This is the value you specified for the Registry Name field on the Application Registry form. You push the answer to the question back to the work order that is part of the AOT.
d Select Active status if you want this question to be visible. e Specify the answer format to this question entry.
If you select Single Answer Horizontal or Single Answer Menu, additional fields appear where you can specify the menu list values, the sort order, and the locale in which this will appear. Specify the default value (if any) to this question entry.
5 Click Save.
Localizing PDTs
When you create a PDT, you can also include other locales. You create additional sets of display properties for your users, based on other locales you specify, for example, fr. These display properties are automatically related to each other.
IMPORTANT
The parent AOTs and PDTs appear in the first locale created. As a result, if you first create an AOT in English and then localize it for French, you only see the parent English AOT shown in the PDT form.
To localize PDTs
1 Create the PDT.
See Creating a standard PDT on page 67 or Creating a quick launch PDT on page 73.
2 Add the localized AOT or PDT to this PDT. 3 Click Other Locales. 4 In the Defined Locales dialog box, specify a new locale, for example, fr. 5 Enter a user-friendly name of this PDT, based on your locale. 6 Provide a summary, based on your locale. 7 Click Add to save the display properties for this locale.
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Localizing SRDs
8 Add more locales as needed. 9 Close the dialog box, and click Save.
The localized PDTs appear in the Process View of the Service Catalog Manager Console.
NOTE
The localized PDTs have the same template ID as the original. The Service Catalog Manager can use these localized PDTs when creating an SRD.
Localizing SRDs
When you create an SRD, you can also include other locales. You can create additional sets of display properties for your users, based on other locales that you specify, for example, fr. These display properties are automatically related to each other.
NOTE
You should create your localized navigational categories before you localize the SRD. If you do not, you are prompted to create them before the SRD can be saved.
To localize SRDs
1 Create the SRD.
See Creating a standard SRD on page 89 or Creating a quick launch SRD on page 91.
2 Click Other Locales. 3 In the specify Defined Locales form, specify a new locale, for example, fr. 4 Enter a user-friendly name of this SRD, based on your locale. 5 Provide a summary, based on your locale. 6 Click Add to save the display properties for this locale. 7 Add more locales as needed. 8 Close the Defined Locales dialog box.
Users can view this localized SRD in the Request Entry console when they log in to the server with the fr locale.
9 Save the SRD.
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Remapping questions to the SRD

You must map the localized questions to the SRD.
NOTE
For detailed information about defining questions, see the BMC Service Request Management Configuration Guide.
To remap questions in the SRD

1 Open the SRD form. 2 Click Mapping to open the Question Selection and Fulfillment Application Field
Mapping dialog box.

3 Perform the following steps to map your questions to the SRD: a From the Question menu, select the questions you have localized.
Your localized questions appear in the Question menu from the underlying applications, for example, Work Order Application.
b Enter a default value (optional), and then click Apply. c From the list of Fulfillment Application Fields, choose a data target field. d Map the target to Question. e Select a question from the menu. f Click Add. g Click Apply. 4 Add all the questions and data targets. 5 Close the Question Selection and Fulfillment Application Field Mapping dialog
box.
6 Save the SRD.
Dynamically creating and localizing questions while working on SRDs

You can create and localize questions on the fly while working on SRDs.
To dynamically create and localize questions while working on SRDs

1 Open the SRD form. 2 Click Mapping to open the Question Selection and Fulfillment Application Field
Mapping dialog box.

3 Click New Question. 256 Administrators Guide
Localizing surveys in the SRD
4 In the Questions Library dialog box, perform these steps: a Enter the locale. b Enter the question text for users. c Select the application category to which the answer is pushed. d Select Active status if you want this question to be visible. e Specify the answer format to this question entry.
If you select Single Answer Horizontal or Single Answer Menu, additional fields appear where you can specify the menu list values, the sort order, and the locale in which this will appear.
f Specify the default value (if any) to this question entry. 5 Click Save.
The new localized question is added to the Question Text list.

6 Make sure you map the question to the SRD.
Localizing surveys in the SRD

Use the Search for Surveys form to select survey questions for your requesters. Surveys give the Service Catalog Manager or Business Manager an indication of customer satisfaction levels and how the service desk is performing.
NOTE
You can add a survey to the SRD only if surveys are enabled in the BMC Service Request Management Request Rules form. See the BMC Service Request Management Configuration Guide.
To select surveys
1 Open the SRD form in Modify mode. 2 Click the Service Request tab.
If your BMC Service Request Management administrator created a default survey, its name appears.
3 To exclude a survey from this SRD, select Disabled from the Status field. 4 To create a custom survey for this SRD, select Custom from the Configuration
field. Otherwise, the default survey is included with the SRD.

5 Click Select. 6 In the Search Survey form, select the company to which this survey applies, or
select Global to make this survey available to all companies.

7 To create a survey, click Create.
257
8 In the Configure Survey dialog box, enter a name for your survey. 9 Click Save.
The dialog box closes and you are returned to the Search Survey form.
10 Click Manage Questions.
The Manage Questions dialog box appears.

11 To create or modify questions in your survey, perform these steps: a Specify a locale, if your questions must be localized, for example, en_US. b Specify the numerical sequence, for example, 1. c Define the question. d Click Add or Modify.
Localizing advanced interface forms

You should create localized views for your advanced interface forms if you plan to deploy them in a localized environment. The advanced interface forms are installed with localized views for English, Japanese, French, Italian, German, Spanish, and Simplified Chinese.
NOTE
For information about localizing AR System forms, see the BMC Remedy Action Request System Form and Application Objects Guide.
To localize advanced interface forms

1 For each advanced interface form you want to localize, create a localized view of
that form. You can use a copy of a view as the base for creating a localized view. The new view should have the Locale property set to match the locale you will be localizing the view for.
2 After you associate a view with a specific locale, select that view and localize the
components that users see. For example, you should translate the field labels.
3 After you translate the components, adjust the field and view size to better match
the new labels.
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Configuring advanced interface forms
Configuring advanced interface forms

If you install the SRM sample data for your locale, localized versions of the advanced interface forms are also included. If you create and localize your own advanced interface forms and they do not appear as expected, use the following procedure to configure them. For detailed information, see the BMC Service Request Management Configuration Guide.
To configure advanced interface forms

1 From the Application Settings list, choose Service Request Management >
Advanced > Configure Advanced Interface data, and click Open.

2 Search for a form record. 3 Modify the information as needed. 4 Specify the proper locale for your form. 5 Click Save.
If the SRD includes an advanced interface form that is localized, users will see the correct localized version when they log in to the Request Entry Console.
Finishing localization
After you finish localizing the navigational categories, AOTs, PDTs, and so on, perform the following steps.
To finish localization
1 Deploy the SRD. 2 Make sure the proper locales for your users are defined in the People form. a Click the Notifications tab. b Select the Notification Language, for example, French (France). c Save your changes. 3 If your users have problems seeing currencies in their proper locale, define their
user preference settings:

a Open the AR System User Preference form in new mode. b Click the Locale tab.
259
c Define the User Locale and Currency settings.
NOTE
Currency only works if the currency ratios are properly configured on the AR System server.
d Click Save.
See the BMC Remedy Action Request System Configuration Guide.
NOTE
For each user, make sure that the AR System User Preference locale and the Notification Language are the same, to prevent confusion.
4 Log in to the Request Entry Console.
If you have properly localized all the SRM components, the localized navigational category appears in the Request Entry console.
5 Select a service.
The localized information appear properly.

6 Submit the service request. 7 Verify the request details. 8 Open the request in the back-end application.
Make sure the answers to the localized questions were correctly pushed to the application.
Troubleshooting localization problems

When you are working on an AR System server that has the Localize Server option enabled, you sometimes see unexpected behavior with localized SRM objects, for example, missing navigational categories or SRDs do not appear as expected.
Problem Solution
Why do we create PDTs by locale? Shouldnt only When creating PDTs, the process definition is the same the SRD be by locale but the PDT be the same for across all the locales. Only the fields that appear to users all users? in the Visual Process Editor are localized. Navigational categories are not shown as expected. For example, I created an SRD in three locale entries (English, Spanish and French). I also created three separate navigational category entries for them. The SRDs and navigational categories appear to user based on the locale fallback mechanism for locale defined by AR System.
If you are testing this behavior with BMC Remedy User, make sure that the clients locale and the BMC Remedy When I open the Request Entry console, my client User locale are set to the same value. locale is English. But the navigational categories appear in Spanish. Then when I choose the SRD, the English one appears and the Quick Picks appear correctly. 260 Administrators Guide
Using the localization utility to change the locale
Problem
Solution
All the global SRDs were shown as expected until The SRDs appear based on the locale fallback mechanism of AR System. you created an SRD with three different locales. You see only the one SRD that was localized and all of the others, including the navigational categories, are not visible. If AR System finds at least one SRD for the client locale, it does not display the SRDs defined in other locales. The global SRDs were defined with a null locale value and the new SRD was created with a locale value that matches your client locale. As a result, only new SRDs appear. After you have chosen any type of locale option, any SRM object that does not have a locale defined no longer appears. To show the global SRDs, they must be also be localized. I localized my SRD and the SRD appears, but it doesnt work properly, and there are no questions in the Provide Information window in the Request Entry console. I finished localizing BMC Service Request Management, but the Quick Picks and All items still appear in English in the Search menu on the Request Entry Console. The SRD and all related objects must be localized. This includes the PDTs, the navigational categories, the questions, and the AOTs. If these are not localized, they will not be present on the SRD for that locale.
1 Open the Category Management form. 2 Select the Quick Picks and All records for your new
locale.
3 Translate the value in the CategoryName field for your
locale, for example, Snelle Oogsten for Quick Picks. 4 Save your changes. See Localizing navigational categories on page 250.
For more information about localizing AR System applications, see the BMC Remedy Action Request System Form and Application Objects Guide.
Using the localization utility to change the locale

To change the locale on records, BMC Service Request Management includes a utility (SRD:SetLocaleDlg) that searches for records with one specified locale and replaces them with records with a different locale, if no records exist. For example, you could use the utility to search for records that have a null locale value and replace them with en_US. Or you could also search for records with en_US and replace them with a null locale. The SRDs then appears in the Request Entry console as expected.
To use the localization utility to change the SRM locale on records

1 In BMC Remedy User, open the SRD:SetLocaleDlg utility, which is used for setting
locale values.
2 Enter the current locale value to search for.
261
3 Enter the new locale value to replace it with.
This example searches for all records with a null locale value and replaces them with records with the en_US locale.
4 Click Set Locale.
The Locale field on all the forms listed in the Set Locale dialog box will be set with the value you specified.
NOTE
If the locale exists for that record, the utility does not create or modify a record.
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Appendix
Creating and using advanced interface forms

This section describes how to create and use advanced interface forms. The following topics are provided: Advanced interface formsOverview (page 264) Creating advanced interface forms from templates (page 265) Registering advanced interface forms (page 271) Relating Mapped and Details tab fields in the Work Order Template form (page 272) Creating SRDs with advanced interface forms (page 273) Mapping fulfillment application fields to the service request fields (page 274) Requesting a service with an advanced interface form (page 275)
Appendix A
263
Advanced interface formsOverview

You can configure an SRD to use an advanced interface form as the user interface to collect users request information in the Request Entry console. The advanced interface form mechanism enables complex validation of answers and custom flow of the interface for user interaction. If the SRD uses an advanced interface form, the advanced interface form is used in the Provide Information stage instead of the usual questions. Depending on the type of advanced interface form used, you might need to map fields on the advanced interface form to the SRDs required target data (fulfillment application fields). Advanced interface forms allow you to have a personalized Provide Information screen in the Request Entry console. You can use the advanced interface forms functionality to submit requests in place of the default method to submit requests on the Request Entry console. Advanced interface forms provide the following functionality: Ability to map more than forty user responses to fulfillment application fields (target data). Ability to capture additional fields besides the default set of fields that are captured by using the product as shipped. Ability to control data flow in the advanced interface form. Ability to create sophisticated data validation. You use the following steps to create your own advanced interface forms:
Step 1 Create your own advanced interface form from the templates that BMC provides.
See Creating advanced interface forms from templates on page 265.

Step 2 Register the new form.
See Registering advanced interface forms on page 271.

Step 3 (optional) Configure the details fields in the Work Order Template form.
See Relating Mapped and Details tab fields in the Work Order Template form on page 272.
Step 4 Configure the SRD to use the new form.
See Creating SRDs with advanced interface forms on page 273.
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Creating advanced interface forms from templates
Step 5 (optional) Map your fulfillment application fields, if necessary.
See Mapping fulfillment application fields to the service request fields on page 274.
Step 6 Open the advanced interface form from the Request Entry console.
This feature enables fulfillment process owners and service coordinators to view the user responses on the advanced interface forms. See Requesting a service with an advanced interface form on page 275.

BMC Service Request Management is shipped with three advanced interface forms that you can copy and then modify, as needed. This enables you to use the advanced interface forms provided as templates. As a result, you can create an SRD and attach one of these advanced interface forms as shipped with your service request.
Figure A-1: Attaching included advanced interface forms to SRD
Appendix A
265
The following advanced interface forms are included:

Form name With Backend Mapping (SRS:AdvancedInterface_With BackendMapping) Description This example of the advanced interface form uses a Regular form, which can be used to store data on the form itself, while also mapping some of the field values on the form to the fulfillment application fields. The fields on the form are used to pose questions to users and capture responses to those questions. Without Backend Mapping (SRS:AdvancedInterface_Without BackendMapping) Password Reset (SRS:AdvancedInterface_Password Reset) This example of the advanced interface form uses a Regular form, which can be used to store data requested of users directly on the form, without mapping this data to fulfillment application fields. This example of the advanced interface form uses a display-only type of form, and illustrates a password reset use case. A display-only form does not store any data. This type of form can be used only to map field values to fulfillment application fields.
Before making changes, run tests on the copy to verify that it works the same as the original.
To use BMC Remedy Developer Studio to create advanced interface forms from templates IMPORTANT
You must have AR System Administrator permissions and knowledge of AR System development to modify and enhance the advanced interface forms.
1 Log in to BMC Remedy Developer Studio. 2 From AR System Navigator, open one of the sample advanced interface forms.
For example, open the SRS:AdvancedInterface_WithBackendMapping form.
TIP
In BMC Remedy Developer Studio, create a packing list of the advanced interface form that you want to modify, and add all the related objects.
266
When opening the SRS:AdvancedInterface_WithBackendMapping form in BMC Remedy Developer Studio, you should modify only the fields on the Your Fields tab and only the field labels on the Mapped tab. Following is a description of the tabs and the fields on those tabs: The Your Fields tab contains the fields that are saved to the form. This tab and all of its fields should be visible to users. The Mapped tab contains fields that are pre-defined to map to fulfillment application fields on the Details tab of a work order. The labels on these fields can be changed to pose questions to users. This tab and any fields used to pose questions to users should be visible. Any fields not used should be hidden from users. These fields are mainly character and integer type fields. If a user response requires a selection field, data/time field, or a currency field, those fields can be placed on the Your Fields tab, and additional workflow with an execution order of zero (0) can be created to set the field values on the Mapped tab to the value of those fields. This would be done with the hidden fields that are not used to pose questions to the users. This enables those data types to be mapped automatically by using the pre-defined mapping. The Mapped 10-27 and Mapped 28-47 tabs contain additional fields that can be mapped to fulfillment application fields by using the Question Selection and Fulfillment Application Field Mapping dialog during SRD configuration. These tabs should be hidden to users.
NOTE
The fields on the Mapped tab can also be mapped in this manner if the target fulfillment application field is not on a work order, that is, an incident or change request.
WARNING
Do not modify the other fields on this formthey are the core set of fields that map to the service request, and are needed to create the service request. You can, however, add specific workflow to the advanced interface fields for validation, and so on.
3 To save a copy, Choose File > Save Form As.
If you copy the advanced interface forms with a new name (for example, SRS:MyAdvancedInterface_Questions) and modify the copies, your work will not be overwritten when you upgrade BMC Service Request Management.
Appendix A
267
4 If you are upgrading from BMC Service Request Management 2.1.x, open the
SRS:AdvancedInterface_FieldsReference form in BMC Remedy Developer Studio.
NOTE
To upgrade from BMC Remedy Service Request Management 2.0.x, the BMC Remedy Service Request Management 2.0.x SRS:CustomForm_DisplayOnly, SRS:CustomForm_Regular, and SRS:CustomForm_RequestEntry custom forms and their workflow were deprecated. You must use the new advanced interface SRS:AdvancedInterface_WithBackendMapping, SRS:AdvancedInterface_WithoutBackendMapping, and SRS:AdvancedInterface_PasswordReset forms to build SRDs.
a Copy and paste the following fields added to all advanced interface forms
(starting with BMC Service Request Management 2.2.x) into all your advanced interface forms:
Field name CartID CartIdCurrent CartInstanceID CartInstanceIdCurrent CartName CartName2 CartNameStorage OptionPrice OptionQuantity PreferredCurrencyType RequestQuantity RequestedFor(OBO)LoginName RequiredQuestionsAnswered SRD_Cost SRWiz_RequesterDepartment SRWiz_RequesterOrganization Total Price Provide Info Request TotalPriceShowTextPI Unknown User z1D_ActionGotoView z1D_SRDLocale z3Btn_AddToCartSRD z3Btn_UpdateCart Field ID 303490600 303493000 303490500 303492800 303490700 303491100 303493100 302798600 303496300 303497700 303472300 302880400 303493900 302783800 1000003301 1000003300 303498400 303500000 301550900 303544700 303449800 303493500 303483100
268
b Copy and paste the following fields added to
SRS:AdvancedInterface_PasswordReset advanced interface forms (starting with BMC Service Request Management 2.2.x)into your SRS:AdvancedInterface_PasswordReset advanced interface form:
Field name RequestStatus z1D Char02 z1D Char03 z1D Char04 z1D Char05 Field ID 302819300 1000000066 1000000067 1000000068 1000000083
c Copy and paste the following fields added to
SRS:AdvancedInterface_WithBackendMapping and SRS:AdvancedInterface_WithoutBackendMapping advanced interface forms (starting with BMC Service Request Management 2.2.x) into your SRS:AdvancedInterface_WithBackendMapping and SRS:AdvancedInterface_WithoutBackendMapping advanced interface forms:
Field name CustomRecordCreated z1D_CustomRecordExists Field ID 303503400 303502800
5 Add your advanced interface form to the form attach list in the BMC workflow. a Open the packing list you created in BMC Remedy Developer Studio. b Open all the workflow objects from your packing list (for example, Active Links)
and associate your form, except for the four following active links: SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag
IMPORTANT
To avoid migration issues, do not copy and rename the workflow that is attached to the included advanced interface forms.
c Check the Filters, Active Link Guides, Menus, and Filter Guides, and associate
the new advanced interface form to them as well.
Appendix A
269
6 Perform the following actions to the preceding active links.
You must modify this workflow to set the flag in the RequiredQuestionsAnswered field that determines whether the user entered all of the required information to submit the service request or the cart.
a Copy and rename the active links.
NOTE
Do not the BMC prefix (SRS:ADN) when you rename the active links.
b Modify the form name to your own interface form. c Modify the Run If qualification to match the required fields on your form. 7 Edit the SRS:ADN:SHR_OnSubmit_SubmitInReview active link guide by adding
your submit request active links to it.
NOTE
Add your active links under the SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields and SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields active links.
8 Edit the SRS:ADN:SHR_OnSubmit_SubmitInCart active link guide by adding
your cart active links to it.
NOTE
Add your active links under the SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag and SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag active links.
9 Test your copied version of the advanced interface form.
It should work just as the original form.

10 Modify your copy of the advanced interface form.
If you used the SRS:AdvancedInterface_WithBackendMapping or SRS:AdvancedInterface_WithoutBackendMapping form as a template, you can modify the fields in the Your Fields data fields sections.
WARNING
Do not delete or modify any other fields on these forms. BMC supports only changes to appearance items, such as the header, background, labels, and so on. You must now register the form.
270
Registering advanced interface forms
Registering advanced interface forms

This section describes how to register your advanced interface forms. Use the Configure Advanced Interface Information form to modify the name of the company, advanced interface form, server, and so on to be used when choosing this advanced interface data record.
NOTE
You must have SRM Administrator permissions to access this form. You can also disable these advanced interface forms. If you configure an advanced interface form to be inactive, BMC Service Request Management Administrators cannot select it as an advanced interface template option when creating SRDs. The advanced interface form feature also gives BMC Service Request Management Administrators the option of creating an advanced data entry screen instead of the default window used in the Request Entry Console for completing details. You can also register new advanced interface forms.
NOTE
The advanced interface forms are installed with localized views for English, Japanese, French, Italian, German, Spanish, and Simplified Chinese.
To register advanced interface forms

1 Open the Application Administration Console. 2 Select the Custom Configuration tab. 3 Choose Service Request Management > Advanced > Configure Advanced
Interface form data, and then click Open. The Configure Advanced Interface Information form appears. BMC Service Request Management includes entries for the three advanced interface forms shipped with the application. You must create entries for any copies of the advanced interface forms you create.
Appendix A
271
Figure A-2: Registering an advanced interface form
4 Specify a company. 5 Enter a template name (for example, Advanced Interface Questions).
This name will appear in the Advanced Interface field as a menu choice on the Service Request Definition form.
6 Enter the form name and location as it appears on the AR System server.
For example, if you are using the own advanced interface form you just created, enter SRS:MyAdvancedInterface_Questions.
7 Specify the server and specify its status, either Active (enabled) or Inactive
(disabled).
8 Click Save.
Service Catalog Managers can now choose this advanced interface template from the Custom Template field when they are creating SRDs.
Relating Mapped and Details tab fields in the Work Order Template form
The Mapped tab on the advanced interface form contains fields whose values are automatically mapped to the work order fields on the Details and Details 2 tabs of the work order template. As a result, users do not have to define their own target data mappings.
272
Creating SRDs with advanced interface forms
To transfer the questions posed to users with those fields to the work order, you can modify both the field labels of the advanced interface forms and the Field Label values on the Details and Details 2 tab of the Work Order Template form. You should clearly match the labels on advanced interface form and the Details and Details2 tabs of the Work Order Template, so that work order users understand the particular meaning of the various detail fields.
NOTE
Unless more than 15 total fields, or all the available fields for any field type (22 character fields, 2 date/time fields, or 6 integer fields) are configured, the Details 2 tab will not appear to users in the Request Entry console.
Figure A-3: Mapped tab on advanced interface form
Modify these field labels as needed
For detailed information about creating work order templates, see the BMC Service Request Management Configuration Guide.
Creating SRDs with advanced interface forms

After you create the advanced interface form, attach it to the SRD.
To use the advanced interface form when creating an SRD

1 Log in to your server as a Service Catalog Manager. 2 Open the Service Catalog Manager Console. Appendix A Creating and using advanced interface forms 273
3 Create an SRD. 4 On the Service Request Definition form, select the Advanced Interface Questions item from the Advanced Interface Form field.
This field provides a menu of the entries found in the Configure Advanced Interface Info form. If an advanced interface template is specified and the SRD is used for creating a request, the advanced interface form opens from the Request Entry console. This is used instead of the Provide Information page.
5 Attach your PDT (containing the work order application template and AOT) to the
SRD.
6 Enter the remaining information into the SRD, and then save your changes. 7 Deploy the SRD.
See Working with SRDs on page 84.
Mapping fulfillment application fields to the service request fields

If your AOT had target data added to it, you can also map fulfillment application fields to the Service Request Fields used on the advanced interface form.
To map fulfillment application fields

1 Open the SRD form in Modify mode. 2 Set the SRD to Offline. 3 Click the Mapping button.
The Question Selection and Fulfillment Application Field Mapping dialog box appears. You can choose questions from the menu list of target data items to ask your users.
NOTE
The Mapping button is enabled if there is application target data to map with the PDT selected.
4 Select a fulfillment application field from the list. 5 Under Fulfillment Mapping Details, select Map Target To > Service Request Fields.
The Service Request fields from the advanced interface form are the SR Type Field 1 through SR Type Field 47 fields. The SR Type Field 1 through SR Type Field 9 fields are the fields that appear on the Mapped tab of the SRS:AdvancedInterface_WithBackendMapping form. The SR Type Field 10 through SR Type Field 47 fields appear on the Mapped 10-27 and Mapped 28-47 tabs on the SRS:AdvancedInterface_WithBackendMapping form.
274
Requesting a service with an advanced interface form
6 Select the appropriate field from the Selected Field list. 7 Click Add. 8 Close the Question Selection and Fulfillment Application Field Mapping dialog
box, and save the SRD.
Requesting a service with an advanced interface form

The following section describes how to use the advanced interface form with your SRD.
To use advanced interface forms in your SRD

1 Open the Request Entry console, and then search for the service that represents the
SRD.
2 Select the service.
Your interactive interface form appears. This backend mapping form includes generic service request fields, such as Requester, Summary, Notes, and so on, that are pushed to the Service Request (SRM:Request) form. In addition, this form includes the following tabs: Your FieldsShows users the questions that are specific to the service request. MappedContains fields that map to the service request and are automatically mapped to the Type Fields on a work order. Your label changes should appear to the users. The Mapped 10-27 and Mapped 28-47 tabs contain fields that map to the service request. These tabs should be hidden to users.
3 Enter the required data on the advanced interface form and then click the Submit
Request button. This action creates a service request that uses the advanced interface form. The advanced interface field values are stored on the advanced interface form and the mapped fields are stored on the Service Requests form, making them available for mapping to the fulfillment application fields. After the service request is created, the submitted advanced interface form details can be viewed using the More Details button on the Request Details dialog box. The Request Details dialog box shows the details of a service request and can be viewed by fulfillment process owners and service coordinators. For example, from a work order, the Request Details dialog can be launched using the View Service Request link.
4 Click the More Details button on the service request.
The advanced interface form details appear.
Appendix A
275
276
Glossary
This glossary contains terms for BMC Service Request Management. For a list of AR System terms, see the glossary in the BMC Remedy Action Request System Concepts Guide For a list of BMC Atrium CMDB terms, see the glossary in BMC Atrium Core Concepts and Planning Guide. For a list of BMC Remedy IT Service Management terms, see the glossary in the BMC Remedy IT Service Management Concepts Guide.
access permission application administrator
An individual responsible for the management of the BMC Service Request Management application, including setting up forms, setting access rights for users, and creating configurations.
application object instance (AOI)
Instantiation of an AOT during its execution phase.

application object template (AOT)
Interface to a back-end application that is needed to fulfill a service request.

approval
See permission group.

Administration console
See Application Administration Console.

administrator
A process that generates electronic signature lines for items that require approval, and tracks who has approved or rejected a given request.
assignee
See application administrator.

AOI
See application object instance (AOI).

AOT
See application object template (AOT).

Application Administration Console
The person assigned the responsibility of working on any of the following activities: service request, change request, incident ticket, problem investigation, known error, solution database entry, and so on.
assignment
The main interface for configuring the BMC Service Request Management application. The console works like a control panel from which administrators can perform common configuration activities and activities specific to different BMC Service Request Management application and subsystems.
Automatically or manually assigning a group or individual the responsibility of resolving an issue or request. The BMC Service Request Management application uses the Assignment form for group automatic assignment and the Assignment Engine for individual automatic assignment.
BMC Atrium Configuration Management Database (CMDB)
An infrastructure built on AR System and used to build data models and define datasets.
Glossary
277
broadcast message
configuration item (CI)
An application feature that enables users to create messages that can be viewed by the entire organization or by users in specific groups.
BSM
See business service management (BSM).

business service management (BSM)
A flexible, comprehensive management approach that links IT resources and business objectives. BSM makes sure that everything IT does is prioritized according to business impact, and enables IT organizations to proactively address business requirements.
change management
An infrastructure component or an item associated with the infrastructure that is (or will be) under the control of configuration management, for example, a Request for Change. A CI can be complex or simple, large or small. CIs can include entire systems or be a single module or minor component. CIs can also include records of people (users and customers) and locations.
Configuration Management Database
See BMC Atrium Configuration Management Database (CMDB).

customer
As a concept, the process of planning, scheduling, implementing, and tracking changes to the IT infrastructure, or any other aspect of service, in a controlled manner. By using change management, you can implement approved changes with minimal disruption to the business environment.
change request
General recipient of an IT service, usually management, that has responsibility for the cost of the service, directly through charging or indirectly through demonstrated need.
dataset
The controlled process for the addition, modification, or removal of approved, supported, or baselined hardware, networks, software, applications, environments, or systems. A change request can involve multiple change activities.
CI
A logical group of data. A dataset can represent data from a particular source, a snapshot from a particular date, and so on. The dataset used by BMC products for reconciled production data is named BMC Asset.
entitlement
Process that enables administrators to define which users and groups of users can access SRDs.
escalation
See configuration item (CI).

CMDB
See BMC Atrium Configuration Management Database (CMDB).

Company field
A field that controls multi-tenancy. It shows only data for the companies for which you have permission. See also multi-tenancy.
compliance service target
A workflow component that searches at specified times or at regular intervals for requests matching a specified condition, and performs specified operations on all matching requests. Escalations are generally used to find records that have exceeded specified business rules or processes, and take appropriate action. They run on the AR System server.
flashboard
A target (such as 99 percent) that tracks the performance of the agreement to see the percentage of time the agreement was met over specific time periods.
A real-time visual monitoring tool that shows you the state of your service operations, warns you about potential problems, and collects and shows trend data.
278
Glossary
form
instantiation
A collection of fields that represents a record of information in the AR System. AR System administrators can define and change the fields and workflow associated with a form. An AR System application can include many forms.
functional role
Process of creating an object from a template during its execution phase.

ITIL
See Information Technology Infrastructure Library (ITIL).

measurement
A defined role used for notifications and to extend access granted by permission groups.
global
The metric by which supervisors measure the ability of the support staff to meet their agreements.
milestone
A setting that applies changes or defines certain parameters for all companies in a multi-tenancy environment. See also multitenancy.
goal
A point in time that triggers a set of actions as you progress toward an agreement compliance target or service target goal. The triggered actions make sure your goals are being met.
multi-tenancy
Measurement method that enables you to track the time taken to resolve an issue or track how often an asset or service was available. Goals are used to determine whether service targets are met.
guest user
Users who have not been configured with login information in the People form. Guest users can create requests from generic services they are entitled to use, for example, global SRDs.
incident
A feature that uses the Company field to limit access by individuals. The Company field can be used to represent a company, department, or other group. The Company field also can be used to control access in a hosted environment. By default, the application operates in multi-tenancy mode. See also single-tenancy.
navigation pane
Any event that is not part of the standard operation of a service and that causes an interruption to or reduction in the quality of that service. See also incident management.
incident management
An area on the left side of consoles that provides links to functionality and links to other programs.
notification
As a concept, a reactive process typically initiated in response to a customers call. The primary goal of the incident management process is to restore normal service operation as quickly as possible and with minimum disruption to the business.
Information Technology Infrastructure Library (ITIL)
A message sent to a user by workflow. Notification can be in the form of an alert, email message, or other method using integrations.
operational catalog
A feature in which operational categories for service requests are defined.

operational categorization
A set of guidelines for the management and provision of operational IT services.

instance
A record in BMC Service Request Management. An instance is an object of a particular class.
A three-tier hierarchical representation of operations as defined in the Operational Catalog configuration form. This categorization is included in records to specify the range of operations to which a record applies.
Glossary
279
operator
problem management
One of a number of functions that enable you to define advanced searches or build qualifications.
Overview Console
A central console for the BMC Remedy IT Service Management applications. The console works like a control panel from which users can access all assigned work and perform their primary activities.
PDI
As a concept, a process that identifies the cause of problems and initiates actions that help to improve or correct the situation, preventing an incident from recurring or occurring in the first place. The cause identified by a problem investigation can be documented in a known error or solution database record. See also incident, solution database, and problem.
product categorization
See process definition instance (PDI).

PDT
See process definition template (PDT).

performance-level service target
A five-tier hierarchical representation of products as defined in the Product Catalog configuration form. This categorization is included in records to specify the range of products to which the record applies.
process definition instance (PDI)
A service target that compares a service level to the goals defined in the service target to determine whether the goal is met. Enables you to monitor whether a critical application that you are using has responded within the time period specified in the goals. See also goal.
performance-monitoring service target
Instantiation of a PDT during its execution phase.

process definition template (PDT)
Intermediate object that relates AOTs to SRDs. A PDT consists of the underlying processes that are needed to fulfill an SRD.
registered user
A service target that compares a goal to a defined threshold to determine if the goal is met. For example, it enables you to monitor whether a critical application that you are using responds within 4 seconds or if the application meets other criteria such as being in a state of OK.
permission group
A user who has an entry in the People form with an AR System login ID.
reminder
A message similar to an AR System notification, except that you can define the content of a reminder and specify when to send it.
requestable service
A feature of the BMC Service Request Management application that controls what areas of the application a user can access. Each permission group can access only certain areas of the application. A user can belong to more than one permission group.
problem
The root cause of an incident or potential incident. After a resolution or work-around is identified, the problem becomes a solution database entry or known error. See also incident, solution database, and workaround.
A non-technical term used in the Service Request Designer for a service request definition (SRD). A requestable service is a type of service offering, communicated to users as a service request through the Request Entry console. See also service request definition (SRD).
request-based service target
A service target that measures how long a process takes, such as the time to respond to or resolve a service desk request, or the time to respond to or resolve a change request.
280
Glossary
Request Entry console
service request
The front end in BMC Service Request Management for the BMC Remedy Change Management, BMC Remedy Incident Management, Work Orders, or other applications. It provides an easy, userfriendly interface that enables users to quickly submit requests for change or incidents to the back-end applications that are registered as shipped to work with BMC Service Request Management, and to view their submitted requests.
requester
A request for service to the IT organization. Service requests can be requests for change or requests to resolve incidents that impact users. Also, the instantiation of an SRD during its execution phase.
Service Request console
See Request Entry console.

service request definition (SRD)
Service offering available to users through the service catalog.

service request management (BMC Service Request Management)
A person in the organization who needs assistance from the IT support staff. A requester is usually an employee in the organization who needs to have a change implemented or an incident resolved.
role
A set of responsibilities, activities, and authorizations, usually in the context of a single application or a business system. Note: Access to the application is based on user roles. Depending on your role in the organizationrequester, support, managementyou work with a different application (or view) on your desktop.
service catalog
As a concept, the process of managing IT services to meet the customers requirements. As a function, BMC Service Request Management makes sure that IT services are aligned to the needs of customers and users. As a process, BMC Service Request Management aims to make sure the timely acceptance, documentation, handling, and close-out of service requests.
service target
A list of IT services, default levels, and options.

service level agreement (SLA)
An agreement between a service provider and its customers or lines of business that formally documents the needs of the customer and makes sure the correct level of service is received from the service provider.
service level management (SLM)
The individual level of service to achieve. A service target includes terms and conditions, goals, costs, and milestones. Examples of service target goals include incident resolution time of 30 minutes, application response time of 4 seconds, and an application being in a state of OK. See also performancemonitoring service target, request-based service target, and compliance service target.
set field
An advanced action that enables you to pull information from other forms to set in the form for which you are creating the agreement.
single-tenancy
As a concept, the continuous and proactive process of defining, agreeing, monitoring, reporting, and reviewing the performance of IT services to make sure that adequate levels of service are delivered in alignment with business needs and at acceptable cost.
A feature that enables selection of a default company for company fields. Single-tenancy mode is required to give unknown users access to the Request Entry Console. See also multi-tenancy.
SLM
See service level management (SLM).
Glossary
281
solution database
template
A repository that stores reusable solutions to customer product problems in an easy-toretrieve format.
solution entry
A reusable solution to a customer product problem. This is stored in the solution database.
SRD
See service request definition (SRD).

submitter
1. A set of predefined criteria or settings that can be used by many agreements or service targets. See also service level agreement (SLA). 2. A form set up by an administrator that a user can select to complete an incident ticket, a change request, or a work order with information consistent with the users support group and the type of incident, change request, or work order.
time-based service target
A person who reports a problem, makes a request, or enters information into a database.
submitter group
One of several special access control groups that AR System provides. Users automatically belong to this implicit group for requests they have submitted. See also assignee.
task
A service target that measures the time taken, for example, to resolve an incident from the time the incident was reported to the time it was resolved. Any time that falls within the Exclude when qualification is ignored and not measured.
TMS
See task management system (TMS).

user
A unit of work that needs to be completed as a step in implementing an incident or problem investigation. In BMC Remedy Change Management, BMC Remedy Incident Management, or Work Orders, you can also group a number of activities for requests with a number of actions that must be completed before the request can be resolved. Your administrator creates task templates and task group templates that you can reuse for the same types of requests. Tasks can be manual or automatic.
task management system (TMS)
Specific person who receives the IT and other business services on a day-to-day basis.
wildcard
A character that users can type to represent other characters in a search. For example, in search statements in character fields, users can specify wildcards to match single characters, strings, or characters within a range or set.
work info
A record describing work performed.

work order
A sub-system that is used to create task templates and task group templates. Besides the ability to set up predecessor-successor relationships, TMS supports branching and multiple task paths as well as the data exchange between activities.
System that provides basic functionality for assignment, status, work information, and task management in BMC Service Request Management.
workaround
A temporary resolution to an incident, problem, or known error.

workflow
The automated set of business processes used to run a company.
282
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 Overview Console 27 Service Catalog Manager Console 50, 54 Service Request Definition form 88 BMC Atrium CMDB console 200 BMC Service Request Management main console 22 Overview Console 23 Work Order Console 144 actions, quick in Overview Console 28 activity log entries, viewing 233 ad hoc tasks, relating to work orders 175 Add Approvers dialog box 117 Add Attachment dialog box 35 administrators, BMC Service Request Management 20 advanced interface forms configuring 259 creating 263 localizing 258 overview 264 registering 271 requesting a service with 275 service request fields, mapping to 274 SRDs adding to 97 creating with 273 using 263 using BMC Remedy Developer Studio to create 265 work order type fields, configuring 272 Advanced Qualification Builder dialog box 39 AOTs. See application object templates application documentation 12 application object templates about 62 creating 78 localization 252 application object templates (continued) process definition templates and 65 relationship of SRD to PDTs and AOTs 65 Application Preferences form 32 application templates, creating 77 applications accessing from Overview Console 27 Service Catalog Manager Console 50, 54 Service Request Definition form 88 back-end, generating service requests from 230 preferences, setting 32 Approval Console 119 approvals approving service requests 226 for SRDs 115, 117 Assigned Work table about 24 filtering requests 26 refreshing data 26 assignments accepting tasks 187 availability, updating 201 creating work orders 179 notification of groups 181 individuals 181 receiving tasks 187 tasks 186 work orders 180 audience for this guide 11 audit log viewing SRD 88 viewing work order 156 Authoring Group dialog box 35 auto-filling fields 29
Index
283
B
back-end applications entry, cannot create from service request 224 fulfillment provider role 227 generating service requests from 230 truncate warning 224 Best Practice view, about 149 BMC Atrium CMDB console, opening 200 BMC Remedy User opening application consoles with 144 opening main console with 144 opening Overview Console in 24 opening Service Catalog Manager Console in 48 opening Service Request Coordinator Console in 206 opening the applications main console in 22 BMC Service Level Management status gauge 195 work orders, integrating with 193 BMC Service Request Management about 16 benefits 17 BMC Remedy User and 22 browsers and 22 business managers 20 business relationship managers 20 components 18 fulfillment providers 21 main console, opening 22 public users 19 reports 36 request management 18 service catalog 18 service catalog managers 20, 50, 54 service request coordinators 21 SRM administrators 20 system SRDs shipped with the application 127 work order assignees 21 work order managers 21 BMC SLM tab, on Work Order form 193, 196 BMC Software, contacting 2 broadcast messages about 26, 33 creating 34, 36 modifying 36 preferences, setting 33 viewing 35 Work Order Console and 151 Browse for Service Details dialog box 85
browser opening Overview Console in 24 opening Service Catalog Manager Console in 48 opening Service Request Coordinator Console in 206 business managers 20 Business Objects Report Preview dialog box 29 business relationship managers 20 business services, adding to SRDs 107
C
Calbro Services sample data 18 canceling tasks 192 categories, localizing navigational 250 Change Management Console, fulfilling a service request for a change request 232 change request PDT, adding information to 79 viewing associated service requests 234 CI Relationships Search form 108 Classic view, about 150 classifying work orders 169 closing tasks 193 Company and Console View Overview Console 26 Service Catalog Manager Console 56 Service Request Coordinator Console 210 components, BMC Service Request Management 18 configuration localizing advanced interface forms 259 work orders 142 configuration items relating to SRDs 108 removing from SRDs 109 viewing SRD-related 109 consoles Approval 119 BMC Atrium CMDB 200 Change Management 232 Entitlement 112, 113 Incident Management 232 Overview 23 Report 37 Service Catalog Manager 50, 54 Service Request Coordinator 206 Work Order Console 144 Contact field, behavior 149 Create Business Process 108 Create New Action dialog box 121 Create New Milestone dialog box 121
284
creating broadcast messages 34, 36 people qualifications for entitlements 113 qualifications for reports 39 quick launch SRDs 91 reminders 153 requests 25 service request definitions 89 service requests about 214 for other users 215 service targets for SRDs 120 service targets in work order 196 work order assignments 179 task groups 172 tasks 172 tasks and task groups, about 168 custom searches 201, 202, 203 customer field, behavior 149 customer information, SRD 96 customer profile, adding and modifying 163 customer support 3 dialog boxes Add Approvers 117 Add Attachment 35 Advanced Qualification Builder 39 Authoring Group 35 Browse for Service Details 85 Business Objects Report Preview 29 Create Action Template 121 Create Milestone Template 121 Email System 156 Entitlement Rule 111 New/Modify Broadcasts 36 Question Selection and Data Target Mapping 256, 274 Reminder Details 154 Reminders 153 Report Selection 72 Request Details 158, 234, 235, 236 Saved Qualifications 38 Select Request Type 25 Select Status Values 28 Select Template 177 Service Request Definition 99 Task Effort Log 188 View Broadcasts 36 Work Order Available Templates 157 documentation, application 12 dynamic data flow about 75 building PDTs that use, about 75
D
data exporting supporting data from test systems 137 importing to a production system 139 mapping the direction in Visual Process Editor 71 refreshing in Assigned Work table 26 table about 40 printing 41 sorting 41 updating 41 viewing 41 targets, mapping service request fields to 106 dates resetting expired SRD 124 setting start and end for tasks 185 Defined Searches, using 201 definition phase of SRDs 61 definitions, exporting from test systems 136 deploying, service request definitions 83, 123 details adding to a work order 183 fields, defining 183 Details and Process Info region 58
E
editing profiles 28 effort log 188 email Email System link on Work Order form 167 sending from Work Order form 155 Email System dialog box 156 end dates, setting for tasks 185 Entitlement Rule dialog box 111, 112, 113 entitlements modifying rules 112 people qualifications and 113 SRDs and 111 Event History form 220 execution phase of SRDs 61 execution phase, process definition templates 65 expired SRDs, resetting dates 124 exporting PDTs 128 records 29 Index 285
exporting (continued) SRDs 128 supporting data 130 viewing history of exports 135
H
history exports, viewing 135 imports, viewing 135
F
fields auto-filling 29 configuring visible in SRDs 85 creating details 183 using details 183 filters, search criteria Service Catalog Manager Console 52, 57 Service Request Coordinator Console 210 financial information in tasks, adding to 189 flow, viewing task 174 forms Application Preferences 32 CI Relationships Search 108 Customer 97 Event History 220 IT Home page 23 People 28 People Qualification Definition 113 Process 219 Process Definition Template 68, 71 Question Management 100 Report 72 Report Creator 72 Report Selection 72 Request Details 217 Request Notifications Configuration 87 Search for Surveys 110, 257 Searching for Service Targets 122 Service Request Definition 53, 59, 98 Show/Hide Options 86 View Audit Log 88 Work Order 165 fulfilling service requests 232 work orders 198 fulfillment providers 21, 227
I
image, changing for SRD 85 importing PDTs 131 SRDs 131 viewing history of imports 135 Incident Management Console 232 incident requests PDT, adding information to 81 service requests, fulfilling 232 viewing associated service requests 235 incident requests, viewing related service targets 194 individual notifications of work order assignments 181 instantiation 61 internal variables, about 63 internationalization of the application 43 IT Home page 23
K
keyboard shortcuts 41
L
life cycles service request 213 SRD 82 localization advanced interface forms 258, 259 AOTs 252 application 43 dynamically creating questions 256 fallback mechanism for DVFs and Quick Picks 249 languages 43 locale fallback mechanism 248 navigational categories 250 overview 44, 248 PDTs 254 process, finishing steps 259 questions to use with SRDs 253 SRD levels 252 SRDs 255
G
group notifications of work order assignments 181 groups, work order notifications by 31
286
localization (continued) SRM objects 249 surveys 257 troubleshooting problems 260 user help 44 utility, using 261 logs effort 188 task effort about 188 updating time 189 viewing SRD audit 88 work order audit 156 notifications group work order assignment 181 individual work order assignment 181 managing SR 87 receiving 30 receiving task assignment 187 receiving work order by BMC Remedy Alert 181 sending 30 service requests, by roles 31 triggering with state changes 30 viewing SRD trail 88 work orders assignment 180 by groups 31 by roles 32
M
messages broadcast 26, 33 sending from Work Order form 154 migrating exporting definitions from test to production systems 136 SRDs from a test systems 138 supporting data from test to production systems 137 from test to production systems 135 importing data to a production system 139 definitions to a production system 139 SRDs to a production system 139 modifying broadcast messages 36 people qualifications for entitlements 113 profile 200 reminders 154 SRDs 107 tasks 191 work order tasks 184 multi-tenancy 148 my searches custom searches 201, 203 managing 201, 203
O
offline SRDs 123 online SRDs 123, 124 opening applications from Overview Console 27 Service Request Definition form 88 BMC Atrium CMDB console 200 BMC Service Request Management consoles 22 consoles with BMC Remedy User 144 IT Home page 23 Overview Console 23 Service Catalog Manager Console 48 Service Request Coordinator Console 206 Overview Console about 23 accessing applications from 27 Assigned Work table 24 broadcast messages 26 Company and Console View 26 functions 27 opening in a browser 24 in BMC Remedy User 24 preferences 32 profiles editing 28 viewing 28 quick actions 28 records exporting 29 printing 29 viewing 29
N
navigational categories, localizing 250 New/Modify Broadcasts dialog box 36 Notification Audit tab 157
Index
287
Overview Console (continued) requests creating 25 filtering 26 filtering by status 28 searching for 25 viewing 25 selecting status values 28 process definition templates (continued) quick start 46 relationship of SRD to PDTs and AOTs 65 reviewing related SRDs 53 sample PDT 62 standard, creating 67 testing an SRD that uses 125 using dynamic data flow, about 75 Visual Process Editor, using 72 visual process editor, using with SRDs 98 work information and 71 Process form 219 process input variables, about 63 process objects, defining properties in Visual Process Editor 70 process output variables, about 63 Process View, Service Catalog Manager Console 64 product support 3 profile, viewing and modifying 200 profiles editing 28 viewing 28 public users 19
P
paging from Work order form 154 Paging System link on Work Order form 167 peer tasks 178 People form 28 People Qualification Definition form 113 permissions of work orders 142 phases of SRDs 60 predefined reports 37 task groups 176 task templates 176 preferences Service Catalog Manager Console 49 Service Request Coordinator Console 211 setting application 32 setting broadcast 33 Work Order Console 151 prefixes, request 24 printing records 29 reports 37 table data 41 Process Definition Template form 68, 71 process definition template, designing workflow in Visual Process Editor 68 process definition templates adding change request information to 79 incident request information to 81 to SRDs 98, 99 creating overview 79 SRD that uses Incident PDT 125 defining general details 67 output variables for, about 63 definition phase 65 execution phase 65 localizing 254 quick launch, creating 73 288 Administrators Guide
Q
qualifications advanced 39 creating for report generation 39 entitlements and 113 generating reports with saved 38 report 38 work order, customizing 197 Question Management form 100 Question Selection and Data Target Mapping dialog box 256, 274 questions adding to an SRD 100 dynamically creating 256 localizing, to use with SRDs 253 mapping variables for, about 100 new, creating 256 remapping to in localization 256 restrictions in creating 102 using advanced options when mapping 105 quick actions, Overview Console 28 quick launch PDT, creating 73 SRDs, creating 91 quick start, for creating PDTs and SRDs 46
R
reassigning tasks 192 work orders 181 receiving notifications 30 records exporting 29 printing 29 requester 30 viewing 29 refreshing data in Assigned Work table 26 Reminder Details dialog box 154 reminders about 152 creating 153 modifying 154 Reminders link on Work Order form 167 viewing 154 Reminders dialog box 153 Report Console 37 Report Creator form 72 Report form 72 Report Selection dialog box 72 Report Selection form 72 reports generating 36 in Work Order Console 147 with qualifications 38 predefined 37 printing 37 setting options 37 standard 38 viewing 37 Request Customer Information form 97 Request Details dialog box 158, 217, 234, 236 Request Entry console user help localized 44 viewing service request work information in 233 request management 18 Request Notifications Configuration form 87 Requester Console summary records converted to SRDs 48 requester records 30 requests creating 25 filtering in Assigned Work table 26 prefixes 24 searching for 25 viewing 25 roles business manager 20 business relationship manager 20
roles (continued) fulfillment provider 21 public user 19 service catalog manager 20, 50, 54 service request coordinator 21 SRM administrator 20 types of user roles 19 work order assignee 21, 143 work order manager 142 work orders 142 rules, modifying entitlement 112
S
Saved Qualifications dialog box 38 search criteria filters Service Catalog Manager Console 52, 57 Service Request Coordinator Console 210 Search for Surveys form 110, 257 Search Results table Service Catalog Manager Console 52, 57 Service Request Coordinator Console 211 searching for all records 202 open tasks assigned to you 190 open tasks assigned to your group 190 requests 25 service request definitions 51, 55 service requests 210 Searching for Service Targets form 122 Select Request Type dialog box 25 Select Status Values dialog box 28 Select Template dialog box 177 sending notifications 30 sequence numbers, assigning in work orders 178 service catalog BMC Service Request Management 18 managing 50, 54 Service Catalog Manager Console and 50, 54 Service Catalog Management tab (preferences) 49 Service Catalog Manager Console about 50, 54 approving SRDs 119 Company and Console View 56 opening in a browser 48 in BMC Remedy User 48 preferences 49 Process View 64 search criteria filter 52, 57 Search Results table 52, 57
Index
289
service catalog managers about 50, 54 approving SRDs 118 managing SRDs 84 role, about 45 role, described 20 using Service Request Designer 237 service request coordinators role, described 21 mapping fields to data targets 106 Service Request Coordinator Console about 206 Company and Console View 210 opening in a browser 206 opening in BMC Remedy User 206 preferences 211 search criteria 210 search criteria filter 210 Search Results table 211 service requests and 212 service request coordinators about 205 activities 206 service request definition adding questions to 100 changing the image 85 creating using Incident PDT 125 defining output variables for 63 testing 125 Service Request Definition dialog box 99 Service Request Definition form 53, 59, 98 service request definitions adding advanced interface forms 97 business services 107 process templates 98 quick launch process templates 99 surveys 110, 257 work information 113 advanced interface forms, creating with 273 approvals about 115 defining 115 submitting 117 viewing 118 approving 118 configuration items relating 108 removing 109 viewing related 109 configuring visible fields 85 creating 89 service request definitions (continued) customer information 96 defining service targets 120 definition phase 61 deploying 83, 123 draft status 89, 91 dynamically creating questions 256 entitlements about 111 modifying rules 112 execution phase 61, 62 importing to a production system 139 instantiating 61 life cycle 82 localization utility, using 261 localizing 255 localizing questions 253 managing 84 mapping variables to questions 103 modifying 107 new questions, creating 256 notifications 87 offline, taking 123 online 124 online, putting 123 optional information 93 phases 60 quick launch 91 quick start 46 related to a PDT, reviewing 53 relationship of SRD to PDTs and AOTs 65 remapping localized questions 256 required information 89 resetting dates in expired 124 sample SRD 62 searching for 51, 55 standard, creating 89 status reasons 97 system SRDs shipped with the application 127 using Service Request Designer to create 238 viewing audit log 88 information 58 notification trail 88 status 58 visual process editor, using 98 yellow stoplight 89, 91 Service Request Designer, using to create requestable services 238 Service Request Management. See BMC Service Request Management
290
service requests about 228 approving 226 attached to change requests 234 incidents 235 creating 214 creating for other users 215 defining service targets 216 fulfilling about 232 with change requests 232 with incident requests 232 with work orders 233 generating from back-end applications 230 life cycle 213 notifications by roles 31 reviewing details 216 searching for 210 Service Request Coordinator Console and 206, 212 state transitions 213 status reasons 214 troubleshooting processes 219 viewing activity log entries 233 related processes 219 service targets 216 SLM status 216 work order-associated 158 work information adding 218 viewing 216 Service Target Wizard 121 service targets advanced 122 associating with SRDs 122 creating for SRDs 120 defining service request 216 managing 193 related incident requests, viewing 194 viewing service request 216 Work Order Management, viewing in 194 work order, creating for 196 Service Targets table 216 services, adding business to SRDs 107 shortcuts, keyboard 41 Show/Hide Options form 86 SLM status, viewing service request 216 sorting table data 41 SRDs. See service request definitions SRM administrators 20 SRM. See BMC Service Request Management standard PDT, creating 67 standard reports, generating 38 start dates, setting for tasks 185 states and status relation of back-end application states to service request states 229 relation of service request states to back-end application states 228 selecting values 28 service request reasons 214 service request state transitions 213 SRD reasons 97 triggering notifications when changed 30 viewing in Work Order Management 195 service request definition 58 service request SLM 216 status gauge 195 stoplight, yellow SRD 89, 91 support, customer 3 surveys adding to SRDs 110, 257 localizing 257 system request definitions importing to a production system 139 system SRDs shipped with the application 127
T
tables Assigned Work 24 data about 40 printing 41 sorting 41 updating 41 viewing 41 Search Results 52, 57 tabs 49 Details 52, 57 Entitlements 111 Notification Audit 157 SLM, on Work Order form 193, 196 Work Info 72 targets creating for SRDs 120 defining service request 216 service request fields, mapping to fulfillment application fields 274 viewing service request 216 targets, viewing SLM 194 Index 291
Task Effort Log dialog box 188 task effort logs about 188 updating time 189 Task Flow Viewer 174 task groups creating work order 172 relating predefined to work orders 176 sequence number in work orders 178 viewing work order-related 173 Task Management System, using with work orders 143 tasks accepting assignments 186, 187 adding work information 184 assigning 186 canceling 192 closing 193 creating work order 172 financial information, adding to 189 managing work order 184 modifying 191 modifying work order 184 peer 178 reassigning 192 receiving assignment notifications 187 relating ad hoc to work orders 175 searching for group open 190 searching for your open 190 sequence numbers in work orders 178 setting start and end dates 185 tracking time 186, 188 viewing flow 174 viewing work order-related 173 work orders, searching 190 technical support 3 templates adding custom to SRDs 97 adding process to SRDs 98, 99 application object 65 application, creating 77 creating application object 78 relating predefined task to work orders 176 selecting work order 157 time, tracking task 186, 188 troubleshooting localization problems 260 service requests 219 tips 223 truncate warning 224 truncated data from service request in work orders, viewing 198 type fields, configuring 272
U
updating table data 41 URL, main console 22, 144 users public 19 roles 19
V
values, selecting status 28 variables defining n Visual Process Editor 70 defining output for AOTs or PDTs, about 63 internal, about 63 mapping to questions 100, 103 process input, about 63 output, about 63 View Audit Log form 88 View Broadcasts dialog box 36 viewing broadcast messages 35 CIs related to SRDs 109 incident requests related to service targets 194 processes related to service requests 219 profiles 28, 200 records in Overview Console 29 reminders 154 reports 37 requests 25 service request definitions 53, 58, 59 service requests associated with work orders 158 service targets 216 SLM status 216 work information 216 service targets in Work Order Management 194 SLM targets 194 SRD approval process 118 audit log 88 notification trail 88 table data 41 task flow 174 tasks related to work orders 173 work information, staff member 233
292
viewing (continued) work orders assigned to you 148 audit log 156 progress 199 visible fields, configuring in Request Entry console 85 Visual Process Editor checking for use in other PDTs or SRDs 71 defining properties of process objects 70 defining variables in 70 designing PDT workflow in 68 mapping the data flow direction in 71 using to view AOTs and PDTs 72 viewing process template attached to SRD 98 work orders ad hoc tasks and 175 assignee role 143 assignees about 21, 143 using Work Order Console 145 using Work Order form 165 assigning 180 assigning sequence numbers 178 building custom qualifications 197 classifying 169 conditions 196 configuration 142 creating assignments 179 basic steps 168 task groups 172 tasks 172 details fields 183 form views 148 fulfilling 198 integrating with BMC SLM 193 life cycle 159 manager role 21, 142 managing 163 managing SLM targets 193 managing tasks 184 modifying tasks 184 monitoring 199 notifications by groups 31 by roles 32 of assignments 180 permissions and roles 142 reassigning 181 relating predefined task groups 176 predefined task templates 176 Remedy Alert and 181 selecting templates 157 service requests, fulfilling 232, 233 service targets creating for 196 viewing 194 SLM targets 194 tasks in progress 191 searching for assigned 190 terms and conditions 196 truncated data from service request, viewing 198 type fields, configuring 272 using Work Order Console 145
W
wizard, Service Target 121 work info entry, adding attachments to 114 Work Info History area 71 Work Info tab 72 work information adding to PDTs 71 adding to SRDs 113 adding to tasks 184 service request adding 218 viewing 216 work orders, modifying in 170 Work Order Available Templates dialog box 157 Work Order Console broadcast messages 151 Company and View By fields 148 functional areas 146 generating reports 147 preferences 151 tooltip data 148 using 145 Work Order form Email System link 167 functional areas 165, 167 paging from 154 Paging System link 167 Reminders link 167 sending email from 155 sending messages from 154 using 167 Work Order Master permission, Work Order Manager 142, 143 Work Order Template function 157
Index
293
work orders (continued) viewing associated service requests 158 audit log 156 modifying 170 progress 199 work information, modifying 170
Y
yellow stoplight, SRDs and 89, 91
294
*418401* *418401* *418401* *418401*
*104814*

SRMS Administrator&#39;s Guide

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BMC Service Request Management 7.6.

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

License key and password information

Type of BMC Service Request Management users

BMC Service Request Management 7.6.00

BMC Service Request Management documentation

BMC Service Request Management documentation

BMC Service Request Management 7.6.00

Introducing BMC Service Request Management

Chapter 1 Introducing BMC Service Request Management

BMC Service Request Management 7.6.00

What is BMC Service Request Management?

What is BMC Service Request Management?

Benefits of BMC Service Request Management

Chapter 1 Introducing BMC Service Request Management

BMC Service Request Management 7.6.00

Main components of BMC Service Request Management

Calbro Services sample data

BMC Service Request Management roles

BMC Service Request Management roles

Chapter 1 Introducing BMC Service Request Management

BMC Service Request Management 7.6.00

Business manager role

SRM administrator role

Service catalog manager role

Business Relationship Manager role

BMC Service Request Management roles

Work order manager and work order assignee roles

Service request coordinator role

Fulfillment provider role

Chapter 1 Introducing BMC Service Request Management

BMC Service Request Management 7.6.00

Opening BMC Service Request Management consoles

To open the main console by using a browser

2 Enter your user name and password, and click Login.

Service Request Manager console links.

To open the main console by using BMC Remedy User

About the Overview Console

the navigation pane.

Service Request Manager console links in the navigation pane.

About the Overview Console

Chapter 1 Introducing BMC Service Request Management

BMC Service Request Management 7.6.00

To open the Overview Console in a browser

Management through BMC Remedy User or through a browser. on page 22.

To open the Overview Console in BMC Remedy User

Remedy User on page 22.

Assigned Work table

About the Overview Console

The Select Request Type dialog box appears.

The application appears in New mode.

See Working with service requests on page 212.

Searching for requests

Chapter 1 Introducing BMC Service Request Management

BMC Service Request Management 7.6.00

To search for requests

The application appears in Search mode.

See Working with service requests on page 212.

SRMS Administrator's Guide

SRMS Administrator's Guide