Setting up the BMC Helix ITSM Requester console
Use the Requester console as the UI for the BMC Helix ITSM: Change Management and Incident Management applications of the BMC Helix ITSM: Service Desk application. As a user, you can quickly submit change requests or incidents from the Requester Console. Before you use the Requester console, you must perform various configuration tasks.
An application administrator, or another user who has the required permissions, can perform the configuration tasks. Requester console users can also be known or unknown. Two types of users use the Requester Console:
- Users or requesters, who require support from the IT organization
- Requester Console Master users, who can view user requests and troubleshoot requests
Tip
If your environment is running the BMC Service Request Management application, the Request Entry console feature of that application replaces the BMC Helix ITSM Requester console. For information about BMC Service Request Management, see
BMC Service Request Management
.
If your environment includes BMC Digital Workplace, users can use BMC Digital Workplace instead of either the Request console or the Request Entry console. For more information about BMC Digital Workplace, see
BMC Digital Workplace
.
Before you begin
To use the Requester Console, you must configure a group assignment for the General event type.
To access Requester Console custom configuration options
The custom configuration for Requester Console is accessed from the Requester Console expandable command list on the Custom Configuration tab of the Application Administration Console.
Tasks for configuring the Requester Console
| Tasks | Reference topic |
|---|---|
| Configuring application settings | Configuring application settings for BMC Helix ITSM Requester console |
| Granting users access | Granting users access to the BMC Helix ITSM Requester console |
| Configuring summary definitions for the Request Wizard | Configuring summary definitions for the Request Wizard |
| Configuring surveys | Configuring surveys in the BMC Helix ITSM Requester Console |
| Configuring request rules | Configuring request rules |
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