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.
- Open the Service Requests page.
- Double-click the failed request line to view the relevant section of the error log.
- 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.
- Open the Service Requests page.
- Select Actions > View Process.
- Click Close.
The following illustration shows an example of a process workflow.
Comments
Can we change the Submitted Date format Relative to Absolute date like “Dec 5, 2019 15:00” in Reports -> Service Requests?
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.
Thanks for informing. We have raised an idea for the same.
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