This version of the documentation supports the 3.2 version of BMC Digital Workplace Basic. Click here to view the documentation for the current version.

Setting up service requests through BMC Service Request Management

To create a service catalog, BMC MyIT 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 following tasks:

Verifying the integration with BMC Service Request Management

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

  srm provider configuration

Video demonstration: Configuring service requests

The following video (4:24) provides a demonstration of how you can set up default service requests, configure different categories for service requests, and set up quick-pick lists.

https://youtu.be/_byKHlmB5XI

Setting default service requests

  1. From the BMC Administration Console (http://server:port/ux/admin), select the Service Requests tab, and 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. If appointments are set to create service requests, the Defeaults Request SRD is also used when a user creates an appointment.
  • Default Incident SRD — Used when a user selects !Incident in the Superbox. If appointments are set to create incidents, the Defeaults Incident SRD is also used when a user creates an appointment.

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.

Configuring categories for requests  

You can configure requests to be defined as Problem or Other, and you can configure the icon associated with each category or request.

To configure categories for requests:

  1. On the Service Requests tab of the BMC MyIT Administration Console, select Configure.
  2. To configure the properties of a category or request, select a category from the SRD Categories box (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 more of the following actions:
    • To categorize a request type, select either Problem or Other.
    • To hide a request so that it is unavailable in the client applications, select it in the Available Requests box and clear the Visibility 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.

Setting up the Quick Pick list

The Quick Pick list is the list of services that are available to BMC MyIT users and that is displayed as default selections from the client application (the mobile device application). BMC MyIT administrators can choose which services are shown by default based on most-requested services and other criteria. 

To automatically calculate Quick Pick list requests

You can choose to allow the Quick Pick list to be automatically calculated based on the popularity of particular requests.

  1. On the Service Requests tab, depending on the list that you want to automatically calculate, select either Quick Pick List > For Other Requests or Quick Pick List > For  Problem Requests.
  2. Select Use Popular Requests from BMC Service Request Management.
  3. Choose how many of the automatically calculated requests are displayed in the client application by adjusting the number in the Show top x requests field. 
    These requests are filtered by Problem or Other, depending on the section they are in.
  4. View the calculated list by clicking Show List.
  5. Click Save.

To manually select Quick Pick list requests

By browsing or searching available request types and adding them to the Quick Pick List pane, you can build the Quick Pick list with as many selections as needed and arrange the order in which the requests are displayed.

  1. On the Service Requests tab, depending on the list that you want to define, select either Quick Pick List > For Other Requests or Quick Pick List > For  Problem Requests.
  2. Select Use Selected Requests.
  3. Select the request category from the Categories with SRDs list to display the requests in that category (or use the Search box to search for specific categories or SRDs).
    If a service request is dimmed, it is already in the Quick Pick list.  
  4. Select one or more requests and click Add to Quick Pick List.
    The selected requests appear at the bottom of the Quick Pick List box.
  5. Repeat for additional requests to build the Quick Pick list.
  6. As needed, rearrange the order of requests in the Quick Pick list by selecting requests and clicking Move Up or Move Down.
  7. Click Save.

Configuring AIFs for BMC MyIT

Advanced Interface Forms (AIFs) and dynamic queries are supported:

  • AIFs are cross-launched from the BMC MyIT application server to the BMC Remedy Mid Tier application server.
  • AIFs are loaded directly from BMC Remedy Mid Tier and submitted to BMC Service Request Management. 
  • AIFs can be launched only from BMC MyIT Universal Client, and cannot be launched from mobile device clients for BMC MyIT.  
  • Dynamic queries are loaded into BMC MyIT.

Best Practice

To avoid the issue of users needing to re-authenticate when transferring between servers, BMC recommends the implementation of BMC Remedy Single Sign-On with BMC Remedy Mid Tier and BMC MyIT.

Note

You must have BMC Service Request Management Administrator permissions to access this form.

Video: To configure AIFs for BMC MyIT

The following video (4:19) demonstrates how to configure AIFs for launching from BMC MyIT:

https://youtu.be/G3BLaMV15rk

To configure AIFs for BMC MyIT

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

    4. Click Save.
  3. 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 so that you can use different features of service requests in MyIT:

 

Video Description

Part 1:

https://youtu.be/dw-J9aiZlTU

Part 2:

https://youtu.be/m9hphiji4zQ

The following two-part video series shows you how to configure approvals and view the approval requests in BMC MyIT.

  • Part 1 (4:55) shows how to configure Manager and Person types of approvals.
  • Part 2 (3:41) shows how to configure Group and Custom types of approvals.

https://youtu.be/OExq4nlpDjE

This video (4:57) demonstrates how you can add and map questions, variables, and service request fields in BMC Service Request Management so that you can use them in BMC MyIT.

https://you/tu.be/rtpkx1XJgnI

This video (3:45) demonstrates how to configure reopen rules in BMC Service Request Management so that end users can reopen service requests in BMC MyIT.

https://youtu.be/sSumx8cTg8A

This video (4:27) demonstrates how to configure service request actions in BMC Service Request Management so that the actions apply to SRDs in BMC MyIT. 

https://youtu.be/s4YsNBWtev4

This video (5:13) demonstrates how to map variables to questions in BMC Service Request Management so that you can use them in BMC MyIT. The example in this video shows how a support group selected in BMC MyIT gets automatically selected in the incident generated at the backend.

https://youtu.be/pNRpkpSOL3M

This video (3:54) demonstrates how to configure quick links in BMC Service Request Management and BMC MyIT, so that end-users can easily access frequently used websites, videos, and other online resources.

Related topics

Requests for services and apps

Support for service request definitions from BMC Service Request Management

Creating service request definitions in the BMC Service Request Management 9.1 online documentation

Registering AIFs in the BMC Service Request Management documentation

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