Support for service request definitions from BMC Service Request Management
BMC MyIT provides extensive support for service request definitions (SRDs) from BMC Service Request Management. Because of the limitations of mobile devices, some features are not fully supported on mobile devices.
This topic includes the following sections:
Features of SRDs
|Feature in SRD||Supported by Universal Client||Supported by mobile clients||Additional information|
|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. For information about configuring conditional questions in SRDs, see Adding branch conditions to questions in the BMC Service Request Management 9.1 documentation.|
|Statuses||Yes||Yes||For details, see Service request status values in the BMC Service Request Management 9.1 documentation.|
|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.|
|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.|
|Cancel Request||Yes||Yes||From their timeline or request history, users can open an active request and cancel it.|
Users can add up to three attachments to a request. The attachment feature can be disabled, as described in Disabling adding attachments to requests.
Users can download attachments from an SRD and from comments to the request. However, on mobile devices, users can edit the attachment only if they have an applicable mobile application. To include attachments in SRDs, see Adding work information and attachments to SRDs in the BMC Service Request Management 9.1 documentation.
|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.|
|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 MyIT Service Request window, start it with <a= when adding it to a question in BMC Service Request Management as in the following example:
|Regular expressions for text-based questions||Yes||Yes||See Adding questions to an SRD in the BMC Service Request Management 9.1 documentation|
|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.|
|Advanced Interface Form (AIF) SRDs||Yes||No|
AIF SRDs are cross-launched from the BMC MyIT application server to the BMC Remedy Mid Tier application 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 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.
|Saving a request in Draft status||No||No||In BMC MyIT, requests can be submitted but not saved with a preliminary Draft status.|
|Multitenancy||Yes||Yes||In a multitenant environment, users see only the SRDs applicable to the company to which they belong.|
|Quick Launch SRD||No||No||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 MyIT.|
|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 MyIT, you can create How-To articles within BMC MyIT that launch external URLs. For more information, see Setting up self-help resources.|
|Service request process view||No||No||In BMC Service Request Management, business users can check the process for completing their service request.|
|Approval status||Yes||Yes||In BMC MyIT, users can see whether a request has been approved. If approval is not complete, users can see which approvals are completed and which are still pending.|
|Popular requests||Yes||Yes||In BMC MyIT, you can configure the Quick Pick list to display popular requests from BMC Service Request Management, or you can manually select requests. For more information, see Setting up service requests through BMC Service Request Management.|
|Favorite requests||No||No||No additional information|
|Hidden fields||Yes||Yes||In BMC Service Request Management, hidden fields are used for calculations. These fields are not displayed in BMC MyIT (and are not displayed in BMC Service Request Management). To configure fields as hidden or visible in BMC MyIT, see the information about configuring visible fields in the BMC Service Request Management 9.1 documentation.|
|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.|
|Fulfillment ID||No||No||In BMC MyIT, users can see the request ID, but they cannot see the underlying fulfillment ID, such as the Incident Request ID.|
|View question responses||Yes||Yes||After submitting a request, BMC MyIT users can check the request details to review their responses to questions in the SRD.|
|Contact Coordinator||Alternative||Alternative||The request details do not include a Contact Coordinator button. BMC MyIT users can add comments to a request to ask questions or to provide additional details.|
|Survey||No||No||BMC MyIT does not trigger or display surveys attached to SRDs.|
All fields of the service request are displayed on the Request Details window in BMC MyIT with the exception of hidden fields or custom fields.
The following fields of the service request are displayed on the timeline in BMC MyIT:
- Title and ID
- Number of files attached (if any)
Supported HTML tags in instructions
The following HTML tags are supported in instructions:
|<br>||Line break (new line)|
Unsupported tags are ignored by BMC MyIT; the instructions within unsupported tags are not displayed by BMC MyIT.
Adding questions to an SRD in the BMC Service Request Management 9.1 documentation
Defining radio button questions in the BMC Service Request Management 9.1 documentation