Completing the Description section

Use this information to complete the Description section.

To complete the Description section

  1. On the Description - Details panel, enter or specify the following information:

    Field

    Description

    Company (required)

    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.

    Note

    If guest users must be able to access the SRD, select Global.

    Title (required)

    Enter a descriptive title for the requestable service. If you want to enter the greater than (>) or less than (<) sign in the Title field, use encoded text (&gt for >, and &lt for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the title is included in a URL.

    Description (required)

    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).

  2. 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 Configuring navigational categories in the BMC Service Request Management documentation.
  3. Click Next.
  4. On the Description - Additional panel, enter or specify the following information:

    Field

    Description

    Instructions

    Enter 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.

    Keywords

    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

    Enter the cost budgeted for this requestable service. Cost can be linked to service targets.

    Price

    Enter the actual price of this requestable service. To select a currency other than the default currency that appears in the Price field, select a currency from the Price field's drop-down list. This is the currency that appears on the SRM Request Entry console and the service request. When a user submits a request from a Delivery SRD, the service offering price is passed to the fulfillment application. If the request is added to the cart or saved as a draft, the administrator for the Atrium Service Catalog can change the price in the Atrium Service Catalog, and the price is reflected on the SRD. After the request is submitted, the price can no longer be changed.

    Note

    For consistency, make sure that the currency for the price in the SRD and the corresponding service offering (in the Atrium Service Catalog) are the same. If service requests in the cart on the Request Entry console are shown with different currencies from each other, the total price is calculated based on the currency ratios. For information about configuring currency ratios, see Offering services in multiple currencies.

    Turnaround Time

    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, business hours and holidays must be configured. For information about configuring business hours and holidays, see the BMC Service Request Management Administration help.

    Level

    Select the service level for the requestable service (for example, Gold, Silver, or Bronze) as configured by the application administrator. See the BMC Service Request Management Administration help.

    Image

    Specify which image appears to users in the Request Entry console.

    Advanced Interface Form

    If you want to use an advanced interface form, specify it in this field. If you select an advanced interface form, the Fulfillment Process - Questions panel will not be available. (Questions and advanced interface forms are mutually exclusive.)

    Service

    (optional ) Select an Atrium Service Catalog service to which you want to link the SRD. If you do not select a service, the default global service is applied after you save the SRD.

    Note

    When you create an SRD, a requestable offering is automatically created in Atrium Service Catalog.

    For more information, see the BMC Service Request Management Administration help.

    Service Offering

    (optional ) Select an Atrium Service Catalog service offering to which you want to link the SRD. If you do not select a service and service offering, the default global service and service offering are applied after you save the SRD.

    Offering Type

    (optional ) Select the type of offering for the service:

    • Delivery — The SRD (Requestable Offering) is used to activate the Service Offering (for example, initially setting up the equipment to use a phone service). Users pay an activation fee only once. You can have only one Delivery SRD for each service offering.
    • Transactional — An SRD (Requestable Offering) used to make a request which is associated with a Service Offering (for example, phone service, internet, and so on), or an SRD used to make any other request.

      You can have multiple Transactional SRDs for each service offering.
  5. Click Next.
  6. Go to Completing the Fulfillment Process section to continue the procedure.

Related topics

Overview of the Service Request Designer

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