Creating SRDs that require operational-rule deployment
For commonly occurring service requests that require operational-rule deployment to complete the service request, you can create service request definitions (SRDs). When creating an SRD, you must ensure that you use a Request Detail template that contains the appropriate Incident template. You must link the Task template that deploys the required operational rule to the Incident template.
If the Request Detail template contains an Incident template that has linked Task templates that deploy operational rules, and the Request Detail template is used in an SRD, the operational rules are deployed immediately after you link the BMC Client Management device to the service request created from this SRD. If approval is required for deploying the operational rules, the rules are deployed only after the approver approves or rejects the approval request. If you added Task templates that deploy operational rules on the Fulfillment tab of the SRD, the operational rules are deployed depending on when the Asset Core Processor is available.
The following example procedure assumes that your clients require Microsoft Office to be installed on their computers.
To create an SRD that requires operational-rule deployment
- Create an SRD to address the request.
- In the SRD, select the Request Detail template that contains the Incident template that describes the service request being offered to clients.
- In the Incident template, link the Task template that deploys the operational rule to install Microsoft Office.
- When a Self Service client submits a service request by selecting this SRD in Self Service, link the BMC Client Management device of the client to the service request. After you link the device, the operational rule to install Microsoft Office is deployed on the device.