This documentation supports the 18.05 version of Service Request Management.

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

System SRDs shipped with the product

The product ships with the system SRDs listed in the following table. Each of these SRDs comes with its corresponding system PDT and AOT. These system SRDs support the automatic creation of service requests from fulfillment applications. For more information, see Creating requests from fulfillment applications.

Note

Work assignments have not been configured for these SRDs

Out-of-the-box SRDs

SRD title

SRD type

PDT name

AOT name

Work Order Request

Work Order — The system SRD for work orders is automatically installed with the product.

Process Template Work Order

Work Order

Change Request

Change Request — The system SRD for change requests is included with BMC Change Management. The system SRD for change requests is installed only when BMC Change Management is present.

Process Template sample Change

Change Sample

Service Desk Incident

Incident — The system SRD for incidents is included with BMC Incident Management. The system SRD for incidents is installed only when BMC Incident Management is present.

Process Template sample Incident

Incident Sample

Warning

The PDT and AOT names have the term Sample in their titles, but they are not sample data. Do not delete these SRDs, PDTs, and AOTs. If you try to delete them, you will receive a system warning.

The following fields on the system SRDs are locked and cannot be edited:

Field name on Service Request Definition form

Characteristics

Status

The system SRD status is always Draft, so that it never appears on the Request Entry console.

Description

Includes the following special message:
This SRD is used internally by the system for the (optional) creation of a linked request when a work order is created directly in Work Order Management. Users are unable to create these requests directly, but will be able to track the related work order in the "Submitted Requests" section of the Request Entry console.

Instructions

Includes the following special message:
oob configuration should be such that end users will not see this request or the internal system requests category when they browse or search the catalog.

Request Type (Definition tab)

Cannot change the process

Process Template (Definition tab)

Cannot change the process

Reopen Request

The default setting of Reopen Fulfillment Process cannot be changed.

Business Service (Definition tab)

Cannot add a business service. The name of this field is Business Service in Work Order Management and Service in BMC Change Management and in BMC Incident Management.

Approval Type (on the Service Request tab)

Specifies whether the request created from this SRD needs approval and who must approve the request

Note

Summary records created for the BMC Remedy ITSM Requester Console are automatically converted to SRDs when the product is installed.

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