This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Requester console architecture

If BMC Service Request Management is not available, the Requester console is the customer-facing, user interface of the BMC Change Management and Incident Management feature of BMC Service Desk applications. It is a single entry point where users of these applications can submit a change request or report an incident.

Note

The BMC Service Request Management application provides a richer set of features and functions than the Requester console. If BMC Service Request Management is implemented, it is used instead of the Requester console as the customer-facing interface.

For more information see, What is BMC Service Request Management?

The service request entity serves as a bridge and is not designed to be managed by service desk personnel. It is a "slave" to the back-end change request or incident with its lifecycle completely driven by the back-end. The Requester console is the front-end entry point for users to submit requests. The following figure illustrates the underlying Requester console framework.

Requester console diagram

The Requester console is a simplified interface for users to submit change requests and incident requests. This enables users to submit requests into the system from a single console, without having to access the BMC Change Management or BMC Incident Management consoles directly. The targeted audience is non-IT user requesters.

Service request framework

The Requester console is supported by the service request framework, which implements the service request component for integration with the BMC Change Management and Incident Management applications. The service request framework provides a bridge between the front-end user requests and the back-end operations. In BMC Remedy IT Service Management (BMC Remedy ITSM), integrations are implemented to BMC Change Management and BMC Service Desk: Incident Management. In addition, the service request framework provides a structure that can be connected to other open back-end solutions.

The service request framework:

  • Segments front-end transactions from back-end transactions
  • Acts as a bridge between the Requester console front-end interface and BMC Change Management and BMC Service Desk: Incident Management back-end applications
  • Supports synchronization between the front-end interface and back-end object life cycle
  • Establishes a foundation to support integration with back-end applications
    • Integrates to BMC Change Management and BMC Service Desk: Incident Management as the back-end applications
    • Provides a mechanism for establishing field mappings between the request entity and change request or incident, for request creation
    • Provides CAI as a bi-directional communication mechanism for back-end integrations
  • Integrates with BMC Service Level Management for requester-focused service level agreements (SLA) tracking

Date Required and Target Date fields

The Required Resolution Date field on the Help Desk form maps to the Date Required field on the Requester console. The customer can use this field to specify the date or time by which they need the request to be fulfilled. This is the suggested date or time that the customer would like the request to be fulfilled. There is no service level workflow related to this field.

The Target Date field is the date or time by which the request must be resolved, according to the service level agreement targets. The Target Date field is set by the BMC Service Level Management application when service level targets are defined.

If BMC Service Request Management is not available, the Requester console is the customer-facing, user interface of the BMC Change Management and Incident Management feature of BMC Service Desk applications. It is a single entry point where users of these applications can submit a change request or report an incident.
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