Creating service requests that require operational rule deployment
For commonly occurring service requests that require operational rule deployment, you can use the service request definition that deploys the operational rule. The Request Detail template of the service request definition contains the Incident template. In the Incident template, the linked Task template deploys the required operational rule.
For example, your clients require Microsoft Office to be installed on their computers. You can create a service request definition to address this request. In the service request definition, select the Request Detail template that contains the Incident template that describes the service request being offered to clients. In the Incident template, link the Task template that deploys the operational rule to install Microsoft Office.
If the service request definition of the service request contains Task templates that deploy operational rules in the Fulfillment tab, these operational rules are deployed depending on when the Asset Core Processor is available.
In the Linked Tasks section of a service request, if you click either New Task or Create and Link Task to Incident to create a task and use a task template that deploys an operational rule, the task record is created but the operational rule is not deployed on the linked BMC Client Management device.
System administrators can deploy operational rules on the BMC Client Management server that is integrated with BMC Remedyforce. If the integration is not configured, the operational rules are not deployed.
If the service request is created in Self Service, the operational rules are deployed depending on when the Asset Core Processor is available. If you want many operational rules to deploy quickly, configure the Asset Core Processor to run jobs at a short interval.
To create a service request that requires operational rule deployment
- Navigate to one of the following tabs and click New:
- Remedyforce Console > View > Service Requests
- Incident Console
Incidents (Salesforce page layout)
To view the service request records in Opened state, ensure that correct view is selected in the View menu.
- Click the Client ID lookup, and from the Users window, select the client linked to the service request.
If you select an account first and then select a client, all active users are displayed in the Search for a user window.
- Click the Request Definition lookup.
- In the Search window, select the service request definition for the current request.
- Click the Configuration Item lookup.
You can also link the BMC Client Management device later by clicking Link CI. In this case, the task record is created after the BMC Client Management device is linked.
- In the Search window, select the BMC Client Management device on which the operational rule must be deployed.
- Depending on the client requirements, add values to the remaining fields of the service request.
- Click Save.
BMC Remedyforce creates a task for the operational rule and links the task to the service request. For information about tracking the progress of the operational rule deployment, see How the progress of operational rule deployment on devices is tracked.
If an approval is required before the operational rule can be deployed, the service request remains locked until the approver approves or rejects the approval request. For more information, see How the approval process for deploying operational rules works.