Submitting service requests
A service request (or request) is the service offering that is generated from a service request definition (SRD). Smart IT is integrated with BMC Service Request Management, which provides an online service catalog from which employees can view and request services that are available to them. The IT department and other business departments within a company can define offered services, publish those services in the service catalog, and automate the fulfillment of those services for their users. End users can submit and view their requests through BMC Helix Digital Workplace, the Request Entry console in BMC Service Request Management, or through a custom portal developed for the purpose of submitting and managing requests.
This topic describes how service agents can work with service requests in Smart IT.
Submitting service requests for customers
Service agents can submit service requests for users directly from the Smart Recorder in Smart IT without opening BMC Helix Digital Workplace or the Request Entry console separately. Submitting requests from Smart IT enables you to see relevant customer information and to review helpful resources while working on the current request. Submitted requests are associated with the customer's profile in Smart IT, are listed with other tickets in the Console, and can be located through a global search. You can open requests in Smart IT to review the approval status and to check the progress of fulfillment steps.
Available SRDs depend upon the services defined in the service catalog and (if enabled by the SRM Administrator) entitlement rules that determine which services customers are allowed to see based on criteria such as the company or groups to which the customer belongs. The administrator can also define rules to determine which individuals or groups can submit requests on behalf of others. For example, managers might be able to submit requests to grant computer access on behalf of their employees.
Depending on the assigned catalogs in BMC Helix Digital Workplace, the catalog suggestions appear in Smart Recorder for a specific customer.
In Smart IT, when you submit a request for a customer, the request is considered to be submitted directly by the customer. In other words, entitlement rules apply, the customer is listed in the request details as the person who made the request, and the customer can check the status of the request from BMC Helix Digital Workplace or the Request Entry console. You can also submit a request for another person (the contact) who is acting on behalf of the customer. In this case, both entitlement rules and on-behalf-of rules apply. In the submitted request details, the contact is listed as the person who made the request.
The information you must complete when submitting a request depends upon the questions defined in the SRD, and whether those questions are required. An SRD you access from the universal client might also include an advanced interface form (AIF), which requires you to complete and save additional information in a separate form before you submit the request. (The AIF is cross-launched from the BMC Helix ITSM mid tier client, which might require a separate login.)
Before you begin
Before agents can submit service requests, administrators must set up the service catalog, as summarized in Setting up service management.
To enable agents with the capability to submit a service request by using a BMC Helix Digital Workplace Catalog in Smart Recorder, administrators must ensure the following prerequisites:
- BMC Helix Single Sign-On is used for BMC Helix Digital Workplace, BMC Helix Digital Workplace Catalog, and Smart IT authentication.
- The integration of Smart IT with BMC Helix Digital Workplace Catalog service request is completed as summarized in Integrating Smart IT with BMC Helix Digital Workplace Catalog service request topic.
- Service desk agents in Smart IT have Agent or Administrator permission in BMC Helix Digital Workplace Catalog (Service Broker) application.
- The following configuration parameters are set in the Centralized configuration:
Smart IT load balancer URL
<BMC Digital Workplace load balancer server URL>
To submit BMC Helix Digital Workplace Catalog service requests
From Smart IT, you can search and view theBMC Helix Digital Workplace Catalog service requests from Global search, Smart Recorder and My profile. Perform the following steps to submit a service request by using Digital Workplace Catalog in Smart Recorder.
- In Smart Recorder, select a customer and type some keywords to search for the appropriate BMC Helix Digital Workplace Catalog. The suggested catalogs appear in the Resources tab.
- Select the appropriate Digital Workplace Catalog.
As soon as you select a Digital Workplace Catalog, the Create Ticket button of Smart Recorder is displayed as Create Service Request and the additional resources are not displayed in the Resources tab.
- Click Create Service Request.
The catalog widget is displayed on your screen. To close the catalog widget, click Cancel request button or click the X icon.
- Answer the required questions that are asked in the widget.
The Submit request button is displayed active.
- Click Submit request.
The service request is submitted.
Enable single logout to log out completely from BMC Helix Single Sign-On integrated applications
When multiple applications are integrated with BMC Helix Single Sign-On (For example, Smart IT, BMC Helix Digital Workplace, Mid Tier etc.), if you log out of Smart IT, the sessions of other applications remain open and the login screen of Smart IT is not displayed. The login screen is displayed only if you enable the single logout feature. When you submit a BMC Helix Digital Workplace catalog request in Smart IT, in order to log out completely, you need to enable the single logout feature. For more information about Single logout, see ( BMC Helix Single Sign-On Documentation).
The on-behalf-of definition rules must be set in the Service Request Management, when a logged in user creates a service request for another user and mentions a different user as contact in Smart Recorder. User should have the agent or admin permission in catalog to do this in Smart IT. For more information on the on-behalf-of definition rules creation, see .
Following up on service requests
After a service request is submitted, any defined notifications, approval requests, and fulfillment processes are triggered. During the approval process, you can view the approval status by clicking Show Approvers in the notification at the top of the request. Active and closed fulfillment process steps appear on the Fulfillment tab at the bottom of the request details. (If you just submitted the request, fulfillment steps begin to appear the next time you open the request details. Additional process steps that were bypassed because they did not meet conditions defined by the administrator are not shown.) You can track the progress of the request against its due date by monitoring the SLA Progress bar, as explained in SLA progress bar in Smart IT.
Due to possible dependencies in the approval and fulfillment processes defined in the SRD, much of the information in a service request cannot be edited, including the customer name, contact name, and responses to questions. You can post notes to the Activity stream, but you cannot change the status of a request, except to cancel it. If necessary, from the request details, you can request the same service again for the same customer.
Scenario for submitting a service request by using Smart IT
You are a first-line service-desk agent working in the IT service-desk organization of a large enterprise. You take calls from employees and contractors who need help with IT services (solving issues, requesting changes, or requesting something new, such as access to a system).
- You receive a call from a customer who works in the company's sales organization. The customer wants VPN access for an employee who is starting the next day, and she wants to know whether to contact the service desk for this request.
- You offer to help, and you enter information into Smart Recorder while the customer describes the request.
- You search for relevant Digital Workplace Catalog and templates.
- You see a request template for VPN access. You select this template and create the request for the customer.
- You ask the questions that the system requires, and then you confirm and save the service request.
- The system automatically initiates the corresponding approval and fulfillment processes that are associated with the BMC Helix Digital Workplace request.
- You suggest that the customer can check the status of service requests at any time via BMC Helix Digital Workplace, which includes an option to post questions or comments.