This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Service Request Management user roles

BMC Service Request Management includes user roles as indicated in the following table:

User role



  • Submits service requests
  • Monitors the status of their requests
  • Makes requests on behalf of other users (entitlement rule and application license are required)

Business manager

  • Approves requests as the requester's manager, which is specified in Manager's Name field on the More Details tab of the People form
  • Reviews the consolidated or individual status of service requests in the organization

BMC Service

  • Installs and configures the application
  • Configures the connection to the fulfillment application
  • Integrates third-party applications (optional)
  • Performs system-level troubleshooting

Service catalog

  • Defines application object templates (AOTs) and process definitions templates (PDTs)
  • Creates service request definitions (SRDs) (requestable services), including service level agreements (SLAs), cost and price, system-level common offerings, and mappings to the process flow from the business
  • Manages the process as SRDs move from draft to approval, and then to deployment
  • Defines entitlement to SRDs (optional)

Business analyst

  • Uses the Service Request Designer to create requestable services
  • Defines entitlement to SRDs (optional)

Service request

  • Monitors requests in which the service request coordinator is defined as the coordinator, making sure that the requests are executed on time
  • Reviews the approval status of requests
  • Opens the back-end Service Requests form to view the status of service requests and troubleshoot issues with request fulfillment
  • Creates service requests for other users (entitlement rules are required)
  • With additional configuration, approves requests


  • Works as the change assignee, incident assignee, or the work order assignee, to make sure that requests are fulfilled properly
  • Completes the assignments required to fulfill requests

Work order

  • In large companies, plans and oversees the work order process
  • In small companies, additionally functions as work order assignee who performs the tasks for work orders
  • Tracks work orders

Work order

  • Implements assigned work orders
  • Creates work order tasks
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