Setting up service requests through BMC Service Request Management

To create a service catalog, BMC Digital Workplace pulls in services, apps, VMs, and other resources available to employees from different sources, including BMC Service Request Management. To set up service requests from BMC Service Request Management, you must perform the tasks described in this topic.

To verify the integration with BMC Service Request Management

During installation, BMC Digital Workplace is integrated with BMC Service Request Management. You can verify and configure the integration by performing the steps shown in the following illustration:

To set default service requests

1. From the BMC Digital Workplace Admin console (http://server:port/dwp/admin), click Service Requests.
2. Click Default Service Request.
3. Assign SRDs to three different defaults:

• • Default Service Request—Used when creating asset actions and service actions. When you set the action's Type field to Default request, the SRD assigned as the Default Service Request is used. If a default request is set for an asset or service, the user sees the action button in the profile of the service or asset. The user can click the action button to create a request.
  • Default Request SRD—Used when appointments are set to create service requests and a user creates an appointment.
  • Default Incident SRD—Used when appointments are set to create incidents and a user creates an appointment.

SRDs specifically for use with BMC Digital Workplace can contain any number of fields, and each field can be set with a default value. However, the Superbox simplifies request entry. From the Superbox, when BMC Digital Workplace triggers an SRD, BMC Digital Workplace can populate only one required field. For the Default Request SRD and the Default Incident SRD, only one of the fields in the SRD can be set as a required field.

To configure categories for requests

1. On the Service Requests tab of the BMC Digital Workplace Admin console, click Category and Requests properties (under Configure).
2. To configure the properties of a category or request, select a category from the SRD Categories list (or use the Search box to find specific categories or SRDs) and perform one of the following actions:
   
   • For a category—Continue to step 4.
   • For a request—Select the request from the Available Requests box.
3. Perform one or both of the following actions:
   
   • To hide a request so that it is unavailable in the end user console, select it in the Available Requests box and clear the Show request in client apps check box.
   • To hide multiple requests, select them in the Available Requests box and select Hide requests in client apps.
4. In the Properties area, change the icon for the selected category or request: 
   
   1. Click Change.
   2. Select a new icon from the Select Icon dialog box.
5. Click Save Request.

To set up the Quick Pick list

The Quick Pick list is the list of services available to BMC Digital Workplace users. The list is displayed as items on the Catalog tab. BMC Digital Workplace administrators can choose which services are shown by default based on most-requested services and other criteria.

Configuring AIFs for BMC Digital Workplace

Advanced Interface Forms (AIFs) and dynamic queries are supported. Consider these tips:

• AIFs are cross-launched from the BMC Digital Workplace application to the BMC Remedy Mid Tier server.
• AIFs are loaded directly from BMC Remedy Mid Tier and submitted to BMC Service Request Management. 
• AIFs can be launched only from BMC Digital Workplace end user console in a desktop browser. AIFs cannot be launched from mobile device clients for BMC Digital Workplace.  
• Dynamic queries are loaded into BMC Digital Workplace.

https://youtu.be/G3BLaMV15rk

To configure AIFs for BMC Digital Workplace

1. In the BMC Digital Workplace Admin console, click Configuration > Application Features.
2. Select SRM pluggable provider, and complete the fields:
   1. Set Hostname to the BMC Remedy AR System server host.
   2. Set Midtier URL to arsys, without a trailing slash character ( / ).
3. Configure AIFs in BMC Remedy Mid Tier:
   
   1. Log in to BMC Remedy Mid Tier, and open the Application Administration Console.
   2. Click the Custom Configuration tab.
   3. Open Service Request Management > Advanced > Configure Advanced Interface data.
      
   4. For each AIF item to use in BMC Digital Workplace, configure the AIF information.
      In the Server field, enter the name of the AR System server.
      

      

   5. Click Save.
4. Register your AIFs. See  Registering AIFs in the BMC Service Request Management documentation.

Related videos

The following videos demonstrate how you can configure BMC Service Request Management approvals and view the approval requests in BMC Digital Workplace.

Where to go from here

Setting up sections in the Catalog