Support for service request definitions from BMC Service Request Management
Service request definitions (SRDs) from BMC Service Request Management can be one of the sources for your catalog in BMC Digital Workplace. If you have been using BMC Service Request Management and are new to BMC Digital Workplace, you can use your existing SRDs. If you are new to both BMC Digital Workplace and BMC Service Request Management, you can use this topic to start planning your SRDs. BMC Digital Workplace provides extensive support for service request definitions (SRDs) from BMC Service Request Management.
Features of SRDs
The following table indicates which SRD features are supported by BMC Digital Workplace and provides links to the applicable BMC Service Request Management documentation for further information. Because of the limitations of mobile devices, some features are not fully supported on mobile devices.
|Feature in SRD||Supported by Universal Client||Supported by mobile clients||Additional information|
|SRD design and configuration|
|Actions||Yes||Yes||Based on the user's input for a field, populate additional service request fields. To configure actions, see Configuring actions to auto-fill responses in a service request in the BMC Service Request Management 9.1 documentation.|
|Advanced Interface Form (AIF) SRDs||Yes||No|
AIF SRDs are cross-launched from the BMC Digital Workplace server to the BMC Remedy Mid Tier server. AIF SRDs are loaded directly from BMC Remedy Mid Tier and submitted to BMC Service Request Management. For information about AIF SRDs, see Creating and using advanced interface forms in the BMC Service Request Management 9.1 documentation.
If you are using AIF SRDs to perform validation, consider whether you can create non-AIF SRDs. On both AIF and non-AIF SRDs, you can perform validation through regular expressions or can prevent invalid responses by using actions to prepopulate question fields.
Users can add up to three attachments to a request. The attachment feature can be disabled, as described in Decreasing traffic load by disabling request attachments.
Users can download attachments from an SRD and from comments to the request. To include attachments in SRDs, see Adding work information and attachments to SRDs in the BMC Service Request Management 9.1 documentation.
|Conditional questions||Yes||Yes||Radio buttons and check boxes are displayed on the Universal Client only. Although radio buttons and check boxes are not displayed on mobile devices, the questions are displayed on mobile devices. To configure conditional questions in SRDs, see Adding branch conditions to questions in the BMC Service Request Management 9.1 documentation. To configure radio buttons, see Defining radio button questions in the BMC Service Request Management 9.1 documentation.|
|Hidden fields||Yes||Yes||In BMC Service Request Management, hidden fields are used for calculations. These fields are not displayed in BMC Digital Workplace (and are not displayed in BMC Service Request Management). To configure fields as hidden or visible in BMC Digital Workplace, see the information about configuring visible fields in the BMC Service Request Management 9.1 documentation.|
|Instructions for questions and for overall service request||Yes||Yes|
There are some limits on HTML supported, as described in Supported HTML tags in instructions.
To make a hyperlink clickable in the BMC Digital Workplace Service Request window, start it with <a= when adding it to a question in BMC Service Request Management as in the following example:
If you localize SRDs in BMC Service Request Management, users can see service requests in their own language. For more information, see Localizing SRDs in the BMC Service Request Management 9.1 documentation.
Note: If you localize some, but not all, SRDs that you bring into the Catalog, users will see only the SRDs that are available in their own language, if there is at least one SRD available in that language. For example, if you have 100 SRDs in English and localize 10 SRDs into French, French users will see the 10 French SRDs; French users will not see the remaining 90 SRDs in English.
|Multitenancy||Yes||Yes||In a multitenant environment, users see only the SRDs applicable to the company to which they belong.|
|Popular requests||Yes||Yes||In BMC Digital Workplace, you can configure the Quick Pick list to display popular requests from BMC Service Request Management, or you can manually select requests. To automatically populate the Quick Pick list with popular requests from BMC Service Request Management, see "Quick Pick list" in Setting up service requests through BMC Service Request Management.|
|Quantity and price||Yes||Yes||Price is an optional field on SRDs, as described in Creating a standard SRD in the BMC Service Request Management 9.1 documentation.|
Quick Launch SRD
In BMC Service Request Management, Quick Launch SRDs open an external URL and are tracked as requests. This type of SRD is not available in BMC Digital Workplace Catalog.
Best practice: Create an SRD in BMC Service Request Management without questions and with HTML instructions that open the link. The request is only tracked ifBMC Digital Workplace users click Submit.
|Quick Links||Yes||Yes||In BMC Service Request Management, Quick Links open an external URL and are not tracked as requests. In addition to bringing Quick Links from BMC Service Request Management into BMC Digital Workplace, you can create How-To articles within BMC Digital Workplace that launch external URLs. For more information, see Setting up self-help resources.|
|Read-only fields||Yes||Yes||To configure read-only fields in an SRD, see Adding questions to an SRD in the BMC Service Request Management 9.1 documentation.|
|Regular expressions for text-based questions||Yes||Yes||See Adding questions to an SRD in the BMC Service Request Management 9.1 documentation.|
|SRD icons and category icons||Yes||Yes||If you set images for SRDs or for SRD categories in BMC Service Request Management, they are displayed in BMC Digital Workplace instead of the generic icons. To set images in BMC SRM Service Request Management, see Configuring service request images in the BMC Service Request Management 9.1 documentation. To set icons in BMC Digital Workplace, see Customizing icons.|
|Statuses||Yes||Yes||For details, see Service request status values in the BMC Service Request Management 9.1 documentation.|
|User actions performed on SRDs|
|Approval status||Yes||Yes||In BMC Digital Workplace, users can see whether a request has been approved. If approval is not complete, users can see which approvals are complete and which are still pending.|
|Cancel Request||Yes||Yes||From their timeline or request history, users can open an active request and cancel it.|
The request details do not include a Contact Coordinator button.
Best practice: BMC Digital Workplace users can add comments to a request to ask questions or to provide additional details.
|Creating requests "on behalf of"||Yes||Yes|
This behavior must be configured in BMC Service Request Management, as described in Creating on-behalf-of definition rules in the BMC Service Request Management 9.1 documentation. In addition, the "Requesting by" user must be entitled to submit the request.
The following video (3:50) demonstrates the procedure to create on-behalf-of definition rules and show how end users can submit requests on behalf of other users.
Note: The video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.
Both desktop and mobile users can mark services and knowledge articles as favorites. For more information, see Favorite items in the catalog .
In BMC Digital Workplace, users can see the request ID, but they cannot see the underlying fulfillment ID, such as the Incident Request ID.
Best practice: When a customer asks about an outstanding request, the Service Desk asks for Request ID instead of Incident Request ID.
|Request Again||Yes||Yes||From their timeline or request history, users can open a previous request and select Request Again, adding new details as needed.|
|Saving a request in Draft status||Yes||No|
Desktop users can save their current shopping carts for later.
|Service request process view||No||No||In BMC Service Request Management, business users can check the process for completing their service request.|
BMC Digital Workplacesends out surveys for SRDs, provided the surveys are mapped to SRDs in the BMC Digital Workplace Admin console. In BMC Digital Workplace, users can choose to enable or disable survey notifications. If enabled, users receive surveys for completed service requests. For more information, see Satisfaction surveys.
|View question responses||Yes||Yes||After submitting a request, BMC Digital Workplace users can check the request details to review their responses to questions in the SRD.|
Service request fields displayed in BMC Digital Workplace
All fields of the service request are displayed on the Request Details window in BMC Digital Workplace with the exception of hidden fields or custom fields.
The following fields of the service request are displayed on the timeline in BMC Digital Workplace:
- Title and ID
- Number of files attached (if any)
Supported HTML tags in instructions
BMC Digital Workplace displays instructions for questions and for the overall request. The following HTML tags are supported in instructions:
|<br>||Line break (new line)|
Unsupported tags are ignored by BMC Digital Workplace; the instructions within unsupported tags are not displayed by BMC Digital Workplace.