Creating requests from fulfillment applications

You can configure fulfillment applications so that fulfillment requests generate service requests. Doing so allows end users to view information about fulfillment requests, such as activity log entries, within the context of service requests. For example, when a service agent creates an incident, change request, or work order on the backend, a service request is also created, and the end user can open the service request from the Request Entry console.

The application ships with three system Service Request Definitions (SRDs) to support the reverse creation of requests from fulfillment applications. Each SRD comes with its corresponding system Process Definition Template (PDT) and Application Object Template (AOT). For information about SRDs shipped with the application, see System SRDs shipped with the product.

Related topics

Fulfilling service requests

Relationship of service request status to fulfillment request status

System SRDs shipped with the product

How activity log information is passed

Important

Entitlement rules are required for the system SRDs if the Apply Entitlement Rules to Global SRDs option is set to Yes. For more information, see Enabling entitlement.
In Remedy with Smart IT, the Initiated status is called Planning. For more information, see Submitting service requests using Smart IT .

Since work orders do not include Impact and Urgency fields, the service request is created with a default value of Medium for Impact and Urgency. Service request notifications include the Medium value for Impact and Urgency, but not the Priority value from the work order.

Work order and service request status comparison

The following table compares the relationship of work order status values to service request status values:

Work order status (WOI:Work Order form)	Work order status reason	Service request status (SRM:Request form)	Service request status reason
Assigned	Initial Status	Initiated/Planning	Not applicable
Assigned	Awaiting Request Assignee	Initiated/Planning	Not applicable
Pending	Client Hold	Pending	Not applicable
Pending	Client Additional Information Requested	Pending	Not applicable
Pending	Client Action Required	Pending	Not applicable
Pending	Support Contact Hold	Pending	Not applicable
Pending	Local Site Action Required	Pending	Not applicable
Pending	Purchase Order Approval	Pending	Not applicable
Pending	Supplier Delivery	Pending	Not applicable
Pending	Third Party Vendor Action Reqd	Pending	Not applicable
Pending	Infrastructure Change	Pending	Not applicable
Waiting Approval	Not applicable	In Progress	Not applicable
Planning	Work not started	In Progress	Not applicable
In Progress	Not applicable	In Progress	Not applicable
Completed	Successful	Completed	Successful
Completed	Successful with Issues	Completed	Successful
Rejected	Not applicable	Cancelled	By Provider
Cancelled	Cancelled by Requester	Cancelled	By Provider
Cancelled	Cancelled by Support	Cancelled	By Provider
Closed	Customer Close	Completed	Successful
Closed	System Close	Completed	Successful
Closed	System Close with Issues	Completed	Successful

Change request and service request status comparison

The following table compares the relationship of change request status values to service request status values:

Change request status (CHG:Infrastructure Change form)	Change request status reason	Service request status (SRM:Request form)	Service request status reason
Draft		Initiated/Planning	Not applicable
Request for Authorization		In Progress	Not applicable
Request for Change		In Progress	Not applicable
Planning in Progress		In Progress	Not applicable
Planning in Progress	Accepted	In Progress	Not applicable
Planning in Progress	Assigned	In Progress	Not applicable
Planning in Progress	Built	In Progress	Not applicable
Scheduled For Review		In Progress	Not applicable
Scheduled For Approval		In Progress	Not applicable
Scheduled		In Progress	Not applicable
Implementation In Progress		In Progress	Not applicable
Implementation In Progress	In Verification	In Progress	Not applicable
Implementation In Progress	In Rollout	In Progress	Not applicable
Implementation In Progress	In Development	In Progress	Not applicable
Implementation In Progress	In Test	In Progress	Not applicable
Implementation In Progress	In Build	In Progress	Not applicable
Implementation In Progress	In Rollback	In Progress	Not applicable
Implementation In Progress	In Documentation	In Progress	Not applicable
Pending	Vendor Purchase	Pending	More Information
Pending	Support Group Communication	Pending	More Information
Pending	Task Review	Pending	More Information
Pending	Miscellaneous	Pending	More Information
Pending	Future Enhancement	Pending	More Information
Pending	Approval Error	Pending	More Information
Pending	Manager Intervention	Pending	More Information
Rejected		Cancelled	By Provider
Rejected	Insufficient Task Data	Cancelled	By Provider
Rejected	Insufficient Change Data	Cancelled	By Provider
Rejected	Schedule Conflicts	Cancelled	By Provider
Completed		Completed	Successful
Completed	Final Review Complete	Completed	Successful
Completed	Final Review Required	Completed	Successful
Completed	Additional Coding Required	Completed	Successful
Closed		Completed	Successful
Closed	Successful	Completed	Successful
Closed	Successful with Issues	Completed	Successful
Closed	Unsuccessful	Completed	Successful
Closed	Backed Out	Completed	Successful
Closed	Automatically Closed	Completed	Successful
Cancelled		Cancelled	By Provider
Cancelled	No Longer Required	Cancelled	By Provider
Cancelled	Funding Not Available	Cancelled	By Provider
Cancelled	To Be Re-Scheduled	Cancelled	By Provider
Cancelled	Resources Not Available	Cancelled	By Provider
Cancelled (by user)		Cancelled	By User

Incident and service request status comparison

The following table compares the relationship of incidents status values to service request status values:

Incident status (HPD:Help Desk form)	Incident status reason	Service request status (SRM:Request form)	Service request status reason
New		Initiated/Planning	Not applicable
Assigned		Initiated/Planning	Not applicable
In Progress		In Progress	Not applicable
Pending	Local Site Action Required	Pending	More Information
Pending	Purchase Order Approval	Pending	More Information
Pending	Registration Approval	Pending	More Information
Pending	Supplier Delivery	Pending	More Information
Pending	Support Contact Hold	Pending	More Information
Pending	Third Party Vendor Action Reqd	Pending	More Information
Pending	Client Action Required	Pending	More Information
Pending	Infrastructure Change	Pending	More Information
Pending	Request	Pending	More Information
Pending	Future Enhancement	Pending	More Information
Pending	Pending Original Incident	Pending	More Information
Pending	Client Hold	Pending	More Information
Pending	Monitoring Incident	Pending	More Information
Pending	Automated Resolution Reported	Pending	More Information
Resolved	Future Enhancement	Completed	Successful
Resolved	Monitoring Incident	Completed	Successful
Resolved	Customer Follow-Up Required	Completed	Successful
Resolved	Temporary Corrective Action	Completed	Successful
Resolved	No Further Action Required	Completed	Successful
Resolved	Automated Resolution Reported	Completed	Successful
Closed		Completed	Successful
Closed	Infrastructure Change Created	Completed	Successful
Closed	Automated Resolution Reported	Completed	Successful
Cancelled		Cancelled	By Provider
Cancelled	No longer a Causal CI	Cancelled	By Provider
Cancelled (by user)		Cancelled	By User

To generate a request from a fulfillment application

The following example uses Work Order Management. The procedure is similar for BMC Incident Management and BMC Change Management. For more information, see Configuring change rules Open link and Incident rules .

In the Application Administration Console, choose Custom Configuration > Service Request Management > Work Order > Rules to open the Work Order Rules form in New mode.
In the Create Service Request on Submit field, select Yes.
Ensure that the rule is enabled, and save it.
Create a new work order.

When you submit the new work order, a service request is created.

Creating requests from fulfillment applications

Work order and service request status comparison

Change request and service request status comparison

Incident and service request status comparison

To generate a request from a fulfillment application

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