Limited support


This version of the product is in limited support. However, the documentation is available for your convenience. You will not be able to leave comments. Click here to view the documentation for the current version.

Reviewing the status of service requests

Service catalog administrators, service agents, internal service suppliers, and internal service supplier administrators can check the status of self-service requests.

To ensure that the system is fulfilling services correctly, check the status of self-service requests on the Service Requests page. (To open this page, select Reports > Service Requests in BMC Digital Workplace Catalog.) You can filter service requests, and export the data to a CSV file for further analysis.

To verify request details

  • On the Service Requests page, double-click an item to open a panel to view the details of a request. 

As a service agent, you have access only to the Service Requests page.

If the service was originally created from an imported SRD from Remedy Service Request Management, you can see the Remedy Service Request Management request ID given to the end user. The end user can search BMC Digital Workplace using a given ID. Because this ID is from Remedy Service Request Management, a service agent or IT Administrator can search Smart IT or Remedy Service Request Management using this ID.

To troubleshoot failed requests

When BMC Digital Workplace Catalog cannot fulfill a request, the system returns a Fault status to the BMC Digital Workplace user and reports the failed request on the Service Requests page.

  1. Open the Service Requests page.
  2. Double-click the failed request line to view the relevant section of the error log
  3. To export the single request as a CSV file, click Export to CSV, and send the file to your IT help desk to investigate with BMC Support.

The following illustration shows Service Request Detail window.

To view the request process

When a process is completed, or if a process is paused, you can open the workflow and view the process to see where it may be waiting for a response.

  1. Open the Service Requests page.
  2. Select Actions > View Process.
  3. Click Close.

The following illustration shows an example of a process workflow.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Shreya Patel

    Can we change the Submitted Date format Relative to Absolute date like “Dec 5, 2019 15:00” in Reports -> Service Requests?

    Dec 11, 2019 10:39
    1. Olga Kutetska

      Hello Shreya Patel

      Currently, we do not have any functionality for modifying the date (as well as other data) format  in the service requests reports.

      Dec 12, 2019 09:07
      1. Shreya Patel

        Thanks for informing. We have raised an idea for the same.

        Dec 12, 2019 09:14