Setting up service management
In Smart IT, service agents can view service requests submitted by end users. Service agents can also submit service requests on behalf of end users. Catalog administrators and service managers can create the service catalog in BMC Digital Workplace Catalog or in BMC Service Request Management.
To create a service catalog in BMC Digital Workplace Catalog
If you are licensed for BMC Digital Workplace Advanced, a catalog administrator can create a service catalog in BMC Digital Workplace. In BMC Digital Workplace Catalog, a catalog administrator can import services from connected third-party external systems as described in
Importing service catalog items
. The catalog administrator can also build services directly in BMC Digital Workplace Catalog, as described in
Adding and updating services
.
Supported service functionality from BMC Service Request Management
Smart IT supports the BMC Service Request Management functionality shown in the following table.
| Functionality | Smart IT support | BMC Service Request Management reference |
|---|---|---|
| SRD types | Standard SRDs only | |
| Advanced interface forms (AIFs) | Universal client only | |
| Actions—Open Form actions, Answer Question actions | Not supported | Not applicable |
| SRD access—entitlement rules, on-behalf-of rules | Supported | |
| Request approvals | Supported | |
| Show/Hide Fields options | Partial support, as indicated in SRD fields that can be shown or hidden in Smart IT |
SRD fields that can be shown or hidden in Smart IT
Smart IT supports Show/Hide Fields options for SRDs as shown in the following table.
| Smart IT field | Does the Show/Hide Fields option apply in Smart IT? | Appears in | Comments |
|---|---|---|---|
| Turnaround time | Yes | Template preview in Smart Recorder | This field also appears in request details in BMC Service Request Management. |
| Price | Yes | Template preview in Smart Recorder, request draft, request details | None |
| Quantity | Yes | Request draft, request details | None |
| Expected Completion Date | Yes | Request draft, request details | This field is called Expected Completion in BMC Service Request Management. |
| Required Date | Yes | Request draft, request details | This field is called Date Required in BMC Service Request Management. |
| Instructions | Yes | Request draft | This field shows the instructions for the SRD. Instructions associated with questions are always shown. |
| Phone | No | Request draft, request details | None |
| No | Request draft, request details | None | |
| Request Coordinator | No | Request details | This field is called Service Coordinator in BMC Service Request Management. |
| Approvals | No | Request details | None |
| Fulfillment Process | No | Request details | This field is called End User Process View in BMC Service Request Management. |
| Attachment | No | Request details (see Comments) | There is no configurable Attachment field in Smart IT. You can add attachments to the Activity Notes after the request is submitted. |
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.
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