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Setting the default service request definitions for BMC MyIT

If you use BMC Service Request Management to process requests and incidents submitted by BMC MyIT users, you must create a series of service request definitions (SRDs) specifically for use with BMC MyIT. You configure SRDs in the BMC Service Request Management Console.

To set the default service request definitions

  1. From the BMC Administration Console (http://server:port/ux/admin), select the Service Requests tab, and from the Unified Catalog Settings, select Default Service Request.
  2. From the Default Service Request tab, 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 a user selects !Request in the Superbox. 
  • Default Incident SRD — Used when a user selects !Incident in the Superbox.

SRDs specifically for use with BMC MyIT can contain of any number of fields, and each field may be set with a default value. However, the Superbox simplifies request entry. From the Superbox, when BMC MyIT triggers a SRD, BMC MyIT 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.

Best Practice

BMC recommends you set the Description field as the required field. If the SRD contains more than one required field, the request will fail.

Related topics

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Comments

  1. Tim Kendall

    Is there a way to hide this SRD from being shown under all Service Requests

    Mar 24, 2016 06:50
    1. Michele Marques

      I don't think so, but will confirm.

      Mar 24, 2016 09:26
    1. Michele Marques

      I confirmed with engineering that there is no way to hide the SRD from the catalog. What you might consider is using the title or instructions to encourage people to use other SRDs.

      Mar 29, 2016 07:14
  2. Tim Kendall

    Thank you Michele, I have created an idea for this. Hopefully it gets enough votes to be added as a feature enhancement.

    https://communities.bmc.com/message/610400?et=watches.email.thread#610400

     

    Mar 29, 2016 07:21