Login ID requirements for service requests in Smart IT
If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID.
Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available service request templates for that person.
Configuring People information (BMC Remedy ITSM documentation)
Allowing unknown users to access the Request Entry console (BMC Service Request Management documentation)