This documentation supports the 19.02 version of Service Desk.

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

Using the Requester console


For organizations that do not install BMC Service Request Management, the Requester console is an interface for users to create and view their requests.From the Requester console, users can create a request that is submitted to BMC Change Management or BMC Incident Management. Depending on how the application is configured, the console might display incident requests and change requests entered on the user's behalf by support staff, in addition to the requests that the user created. Users can also view requests and respond to a survey after the request has been resolved. 

Requester console users are typically employees who need assistance from the IT support staff to implement a change or resolve an incident. However, the user might not be an employee. Non-employees can also be users because non-registered users can also submit service requests.

Traditionally, after a user made a telephone call to a central help desk, a support staff member logged the request. BMC Incident Management and BMC Change Management provide user self-provisioning. Using the Requester console, users can submit, track, and (in some cases) resolve their own requests. BMC Change Management and BMC Incident Management are preconfigured to work with the Requester console. However, an organization can decide to make the Requester console unavailable.

Note

BMC Service Request Management, when it is installed, replaces the Requester console. For more information, see BMC Service Request Management .

Requester Console users

Users of the Requester Console are usually employees who need assistance from the IT support staff. The user or requester is typically an employee in the organization who must have a change implemented or an incident resolved. But any member of your organization can be a requester.

However, the user _might_ not be an employee. Non-employees can also be requesters, since non-registered users can also submit service requests. Traditionally, after a requester made a telephone call to a central help desk, a support staff member logged the request.

BMC Service Desk: Incident Management and BMC Change Management provide user self-provisioning. Using the Requester Console, requesters can submit, track, and (in some cases) resolve their own requests, and, as a result, improve the overall efficiency.

BMC Change Management and BMC Service Desk: Incident Management are preconfigured to work with the Requester Console. However, an organization can set an option to make the Requester Console unavailable.The Requester Console is the primary interface for requesters to define and view their requests. From the Requester Console, you can define a request that is submitted to BMC Change Management or BMC Service Desk: Incident Management. You can also view requests and respond to a survey after the request has been resolved.

The following figure illustrates the key areas on the Requester Console.

Requester Console key areas

(Click the image to expand it.)



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