Walkthrough: Creating a service request definition

This topic walks you through the process of creating a service request definition (SRD) for the Unlock Account use case. 

Introduction to the walkthrough

A service offering is represented by a service request definition (SRD). An SRD is related typically to actions that create entries in the incident, change, or work order management applications in BMC Remedy ITSM. 

To use the Service Desk Automation run book for fulfillment of a service request, you must create the following components in BMC Remedy ITSM:

  • Application templates
  • Application Object Template
  • Process Definition Template
  • Service Request Definition

Note

This topic describes how to create an SRD by using a work order template. You can create an SRD with a change, task, or an incident template based on your requirements.

Key terminology

Application templates: Application templates are created in BMC Remedy ITSM. If you use the application templates that are installed when you install the BMC Service Desk Automation run book, the operational categories to be used by the run book are set appropriately.

AOTs: The AOT is based on an application template, which pre-populates fields in the fulfillment record when a request is created. You can associate application target data with an AOT, and then map that target data to variables defined in the PDT. Doing so allows you to pass data from a service request to the fulfillment application. You must create an application template first, and then associate it with an AOT. Each AOT can include only one application template, and each application template can be included in only one AOT. When you specify an application template in an AOT, the application template is registered with the AOT. Only an unregistered application template can be added to an AOT.

PDTs: A process definition template (PDT) is an intermediate object that defines a fulfillment process by relating Application Object Templates (AOTs) to a Service Request Definition (SRD). Use the Process View of the Service Catalog Manager Console to create and manage PDTs.

SRD: Service request definitions are created by the Service Catalog Manager for the service catalog and made available to users through the Request Entry console. An SRD provides the characteristics required to facilitate the selection and execution of delivery for the service offering, including attributes such as categorization, effective start and end dates, pricing information, approval and service level management criteria, as well as the definition of application objects that will support the delivery of a service.

You create a Service Request Definition after you created the AOT, PDT, and mapped all variables in the PDT. Before creating an SRD, you might also want to consider the Guidelines for designing services in BMC Service Request Management documentation.

What do I need to do before I get started

Before you start creating the service request definition, ensure that:

  • Application templates are installed by the BMC Atrium Orchestrator content installer in BMC Remedy ITSM. 
    For more information, see Installing BMC Service Desk Automation run book.

    Note

    If you do not use the default templates and wish to create application templates in BMC Remedy ITSM, ensure that you specify the Operational Categorization Selection Tier 1 field to BMC Service Desk Automation


    For information about creating application templates, see Creating templates in BMC Remedy ITSM documentation. 

  • Busines service for the use case is created in the Service Catalog.
    For more information, see Creating a service.
  • Navigational category for the business service is created in BMC Service Request Management.
    For more information, see Creating a navigational category for the service.

How do I create an Application Object Template

In this walkthrough, you will first create an Application Object Template using the application templates installed with BMC Atrium Orchestrator Content installer. 

Important

You can create a generic Application Object Template (AOT) and Process Definition Template (PDT), which can be reused for defining multiple SRDs. You need not create an AOT and PDT each time you want to add a new SRD for a new use case.

 StepExample screen (click the image to expand)
1.

From the IT Home page, go to Application Object Template dialog box.

  1. Log on to the BMC Remedy ITSM system with administrative privileges.
  2. From the IT Home page, click Administrator Console > Application Administration Console. 
  3. Click the Custom Configuration tab.
  4. From the Application Settings list, choose Service Request Management >
    Application Configuration > Define Application Object Template
    , and click Open.
 
 2.

 On the Application Object Template dialog box, specify the details for the AOT.

  1. From the Company list, select the company connected with this AOT.
  2. From the Type list, select TEMPLATE.

    AOT uses an application template with pre-defined values. You can include target data. You cannot use this option when you select the Global company. 

  3. Specify a descriptive name of the AOT. Enter AO SDA:AOT:Generic Work Order Template.

     Click here to read BMC's recommendation for naming PDTs

    You can provide any name for the template, however using the AO SDA prefix can be a good practice to identify templates created for BMC Service Desk Automation run book later. 

  4. In the Summary field, enter AO SDA:AOT:Generic Work Order Template.
  5. From the App Registry Name list, select Work Order Application.
3.

Select the application template.

  1. On the Template Name field, click Select to select the BMC Atrium Orchestrator application template available in the system.
  2. From the list of unregistered templates, select AO SDA:Generic Work Order Template

     Click here to read more about application templates

    For the Unlock Account use case example, you select a work order application template. However, you can select any application templates available for BMC Atrium Orchestrator while creating an AOT. For example, if you want to create a change record with an associated task for the service request, you can select the AO SDA:Generic Change Template with Task.

     



4.

Add target data to the AOT.

  1. On the Application Object Template dialog box, click Add Target Data.
  2. From the Available Target Data table, select and click Add to add the target data fields to the AOT.
    These fields will be made available in the PDT later. 
    Note: You can select the target data required for your service request however, BMC recommends that you select all the targets so that you can always modify the SRD easily later.

  3. Click Close and save the AOT.

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How do I create a Process Definition Template

After an AOT is created and the target data is added, you now create a generic PDT, which can be used for creating multiple SRDs later. 

For more information about creating PDTs, see Creating a standard PDT in BMC Service Request Management documentation.  

 StepExample screen (click image to expand)
1.

From the IT Home page, go to Service Catalog Manager Console.

  1. From the IT Home Page, go to Service Request Management > Service Catalog Manager Console.
  2. From the Company list, select the company for which you are creating a PDT. 
    For example, Calbro Services. 
  3. Click Console Focus in the left navigation pane, and click Process.
  4. Click Create.
 
2.  In the Process Definition form, complete the details.
  1. From the Company list, select the company name.
    For example, Calbro Services. 
  2. From the Request Type list, select Standard
  3. In the Name field, enter the name for the PDT.
    For example, AO:SDA:PDT:Generic Work Order.
  4. From the Palette, drag the AOT icon to the canvas area.
  5. Click AOT in the canvas.
3.

Define properties for the PDT.

  1. In the Define Properties panel, use the Name list to map the PDT to the AOT that is created in the earlier section. 
    For example, AO:SDA:AOT:Generic Work Order Template.
  2. Click Apply.
    After you apply the AOT to the PDT, all target data, which is defined in the AOT is displayed in the Map Data panel.  

4.

Define variables for the PDT.

  1. Click the Define Variables panel.
  2. In the Define Variables area, enter the names, description, and the default value of the variable.
    You can refer to the Map Data panel to see all target data fields that need to be mapped.
    For example, for the Business Justification target from the AOT, you can add the name as businessJustification.
    Note: Do not use any space or special characters to define the names of the variables 

  3. From the Type list, select Process Input type.
    You must select Process Input to map the variable to a question when creating an SRD.
  4. Click Add.
  5. Repeat step 1 to 5 to add all variables.

     Click here to read about BMC recommendation for defining variables

    BMC recommends that you define variables for all target data fields available from the AOT even if you do not require some of them for the current use case. If you require any of the variables in future, it is easier to add a new question in the SRD than map a variable in the PDT again.  

 
5.

Map the direction of the data flow.

  1. After defining all the variables, click the Map Data panel to map all the variables. 
  2. From the Input list, select a variable. 
  3. From the Output list, select a variable to map it with the input.  
  4. Repeat step 1 to 4 to map all variables.
  5. Click Save to save the PDT.

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How do I create a Service Request Definition

This walkthrough shows you how to create an SRD for the Unlock Account use case by using the generic work order PDT created in the earlier section. 

 StepExample screen (click image to expand)
1.

Open the Request Definition form.

  1. Open the IT Home Page, and select Service Request Management > Service Catalog Manager Console.
  2. Click Console Focus in the left navigation pane, and click Request Definition.
  3. Click Create in the Request Definition View in the Service Catalog Manager Console.
    Note: Some of the fields in the Service Request Definition form are prefilled —
    for example, the 
    Status is set to Draft.
    The Service Request Definition IDis generated automatically when the SRD is saved.

2.

On the Service Request Definition panel, complete the following required fields. 

  1. From the Company list, Select the company name for which you are creating the SRD.
    For example, Calbro Services. 
  2. Enter the title for the SRD.
    For example, Unlock Account.
  3. Enter a description for the service.
  4. In the Navigational Category 1 field, select the navigational category created for the service.
    For example, for the Unlock Account use case, select 
    Identity Access And Password Management.
  5. In the Navigational Category 2 field, select the service created under the navigational category. 
    For example, for the Unlock Account use case, select Unlock Account.
     

     
3.

In the Definition tab, add information in the required fields.

  1. In the Request Type field, select the SRD type as Standard.
    The Standard request type must be linked to a standard type PDT.  
  2. Click Select to select the PDT to be associated with this SRD. 
  3. From the list of Available Processes, select the PDT to be associated with this SRD.
    For example, select
    AO:SDA:PDT:Generic Work Order.
  4. Click Select.

4.

In the Definitions tab, continue adding details for the SRD:

  1. From the Reopen Request list, select Reopen Fulfillment Process.
  2. From the System Request list, select Yes.
    When you select Yes, this SRD is shown as a Popular Service on the Request Entry Console.
  3. From the Company list, select the catalog manager's company.
    This field is used to set approvals for the SRD.
  4. Select the catalog manager's full name.
    For example, Allen Allbrook. If you configure approvals, the catalog manager can approve the SRD.
  5. Select the Start Date for the SRD.
    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.

  6. Select the End Date for the SRD.
  7. Enter the First Name and Last Name of the customer.
5.

Select the business service for the SRD:

  1. In the Service Catalog Information area, from the Service List, select Unlock Account.
  2. From the Service Offering list, select the service offering as Unlock Account.
  3. Select the Offering Type as Transactional.
6.

Add questions and mappings to the SRD.

 Click here to read more about questions and mappings

These questions are shown to the end users to answer when submitting service requests. A user's answers to these questions enable the business service manager and task implementers to get more information about the service request. For more information, see Adding questions to the SRD in BMC Service Request Management documentation. 

  1. On the Definition tab of the SRD, click Questions & Mappings.

  2. On the Questions tab, Click Add Question to add a new question for the SRD.

  3. In the Question Text field, enter First Name.
  4. Select the Question Format as Text.
  5. Select the Category as Work Order.
  6. Select the Required check box.
  7. Click Apply.
  8. Using Step 2 to Step 7, create the following questions for the Unlock Account use case:
    1. Enter First Name

    2. Enter Last Name

    3. Enter User ID

    4. Set Service (Hidden; using the Actions tab, you can create an action for auto-generating the name of the service). 

 Click here to read more about creating questions for collecting business metrics

While creating a service request definition, you can add time and financial variables to collect business metrics for the time and money saved each time you run the service request. For more information about collecting business metrics, see Collecting business metrics for BMC Service Desk Automation run book

7.

Configure actions to auto-fill data for the Set Service question.

 Click here to read more about the actions

You add actions to auto-generate the name of the service when the Unlock Account service is requested. For more information, see Configuring actions to auto-fill responses in a service request.

  1. On Questions & Mappings dialog box, click the Actions tab.
  2. Under Action Details, in the Title field, enter Set Business Service.
  3. Select the Trigger as Answer Question.
  4. In Qualification field, create a query that defines the condition or conditions to trigger the action.

    <Set Business Service>=$\Null$
  5. Click Add.
  6. Under Autofill Details, specify the Form Name as AST:BusinessService from which the service details will be retrieved.
  7. Create a query that selects the form record to use for the mapping for.

    'Name'="Unlock Account"
  8. From the Mappings field, select Name and then select the response as Set Business Service.
  9. Click Add.
  10. Click Apply to create the action.

8.

Map variables to questions.

If you have marked any variables as Required in the PDT, those variables appear as required here. You can map only those variables that are required for your use case. You can map the variables to a Question, Text, or an SR field. For the Unlock Account use case, you map the variables to the questions.

  1. On Questions & Mappings dialog box, click the Variable Mapping tab.
  2. Select the BusinessService variable.
  3. Under the Mapping Details area, select the Question option.
  4. Select Set Business Service as the question.
  5. Select the User Displayed Response option.
  6. Click Apply.
  7. From the variable list, select Description and click Advanced Mapping.

     Click here to read more about advanced mapping

    You select this option if you want to map multiple inputs to the same variable. For the Unlock Account use case, you need to provide information in a format that BAO receives via a notification. You must map the Description variable to the comma-separated key=value pairs.  

    For more information about using advanced mapping, see Concatenating multiple inputs in BMC Service Request Management documentation. 

    1. Click Text and enter BMC Service Desk Automation: ServiceType=. 

    2. Click Add to Mapping.
      The text variable is added to the Mapping table. 

    3. Click Question and select Set Service.

    4. Click Add to Mapping.
      The Set Service response is mapped to the BMC Service Desk Automation: ServiceType= variable. 
      Use this process to add comma-separated key=value pairs for First Name, Last Name, and User ID variables.

  8. Using Step 1 to Step 6, map the following variables to the questions:
    1. Map BusinessService to <Set Busines Service>
    2. Map RequestedForFirstName to <Enter First Name>
    3. Map RequestedForLastName to <Enter Last Name>
    4. Map Summary to "Unlock Account"
    5. Map WorkOrderType to "General Information"
     Click here to read more about mapping variables

    For more information about mapping variables, see Mapping variables to questions

  9. Click Apply.

Variable mapping:

Advanced mapping:

9.

Save the SRD and submit it for approval.

  1. Click Save.
    The SRD is created in Draft status.
  2. After you save the SRD, search for the SRD again and change the Status to Request For Approval. It goes thru the approval process. If no approvals are configured, the status of the SRD changes to Deployed and the SRD is in the Online state.
 

How do I verify if the SRD is created

After you create the SRD, it is approved and is online, you can go to the BMC Service Request Management console to verify whether the request is created with the options that you specified.

 StepExample screen (click image to expand)
1.

Go to the Request Entry console.

  1. Open the IT Home Page, and select Service Request Management > Request Entry.
  2. On the BMC Service Request Management console, you can see the service request that you created.
  3. Click Unlock Account.
    You can see the fields as configured in the SRD.
 

Reference topics

The following table shows the list of topics that you can refer to for creating an SRD.

Where to go from here

After you create the SRD, you must configure the BMC Atrium Orchestrator environment. For more information, see Configuring BMC Atrium Orchestrator for the BMC Service Desk Automation run book

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