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.

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 MyIT. If you have been using BMC Service Request Management and are new to MyIT, you can use your existing SRDs. If you are new to both MyIT and BMC Service Request Management, you can use this topic to start planning your SRDs. MyIT provides extensive support for service request definitions (SRDs) from BMC Service Request Management.

This topic includes the following sections:

SRD features supported on MyIT clients

The following table indicates which SRD features are supported by BMC MyIT and provides links to the applicable BMC Service Request Management documentation for further information. Because of they 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 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 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.

Attachments Yes Yes

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.

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.
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.
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:

<a= href="http://www.bmc.com"target="_blank">BMC
</a>
Localization Yes Yes

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 MyIT, 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

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.

Best practice: If you have BMC MyIT Service Broker, create a service with an external fulfillment method, as described in Adding and updating services in the BMC MyIT Service Broker 3.2 documentation.

If you do not have BMC MyIT Service Broker, you can create an SRD in BMC Service Request Management without questions and with HTML instructions that open the link. However, the request is only tracked if MyIT 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 MyIT, you can create How-To articles within BMC MyIT 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 MyIT 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 MyIT, 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 MyIT, 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.
Contact Coordinator

Alternative available

Alternative available

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.
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 how end users can submit requests on behalf of other users:

https://youtu.be/pimtu3T1lgk

Favorite requests

Alternative available


Alternative available

You can make it easier for BMC MyIT users to find the most common requests by setting up quick picks and by creating a section in the catalog for common requests. You can configure the Quick Pick list to display popular requests from BMC Service Request Management  as described in "Quick Pick list" in Setting up service requests through BMC Service Request Management. For information about setting up a section in the catalog, see Setting up sections in the Catalog.

Alternative with BMC MyIT Service Broker: If you have BMC MyIT Service Broker, in BMC MyIT, users can follow service requests provided through BMC MyIT Service Broker. One section of the timeline displays followed requests.

In addition, MyIT users can create new requests when viewing recent requests on their timeline and selecting Request Again.
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.

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 No No In BMC MyIT, requests can be submitted, but cannot be saved with a preliminary Draft status.
Service request process view  No No In BMC Service Request Management, business users can check the process for completing their service request.
Survey No No BMC MyIT does not trigger or display surveys attached to SRDs.
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.

Service request fields displayed in MyIT

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
  • Priority
  • Status
  • Number of files attached (if any)
  • Comments

Supported HTML tags in instructions

MyIT displays instructions for questions and for the overall request. The following HTML tags are supported in instructions:

Tag Description
<a> Hyperlink
<b> Bold
<br> Line break (new line)
<em> Emphasis
<i> Italics
<li> List item
<p> Paragraph
<ol> Ordered list
<u> Underline
<ul> Unordered list

Unsupported tags are ignored by BMC MyIT; the instructions within unsupported tags are not displayed by BMC MyIT.

Related topics

Setting up service requests through BMC Service Request Management

Setting up sections in the Catalog

Setting the default service request definitions for BMC MyIT

Disabling adding attachments to requests

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

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Rudolf Brenner

    Hi, you are just documenting SRD features supported on MyIT clients but we are interested to know which features are not or not yet supported on MyIT. The reason is we want to introduce MyIT and thus we are wondering about SRD features NOT supported on MyIT clients to estimate how much of our SRDs we have to modify or to replace by AIFs. Do you can provide such a list of features NOT supported? Thanks and regards, Rudolf

    Dec 03, 2016 04:14
    1. Bhakti Paranjpe

      Hello Rudolf,

      The two columns Supported by Universal Client and Supported by mobile clients have values Yes or No, which suggest whether an SRD feature is supported on different clients or not. For example, Quick Launch SRD is not supported in either of the clients, but a best practice recommendation is provided.

      Does that help? If not, please do not hesitate to leave a comment.

      Regards,
      Bhakti

      Dec 05, 2016 04:41
    1. Michele Marques

      As Bhakti mentioned, the few features that are not supported (either on mobile or at all) are documented in the tables above. Throughout successive MyIT releases, we have supported more and more features of SRDs and by now support nearly all aspects of SRDs.

      If you plan to use MyIT on mobile devices, note that we recommend that you choose approaches other than AIFs, because AIFs are not supported on mobile devices. Please see the table above for more information on this point.

      For HTML tags in SRD instructions, we document only the supported HTML tags, because there are so many other tags.

      Dec 06, 2016 11:38