This documentation supports the 18.08 version of Service Request Management.

To view an earlier version, select the version from the Product version menu.

 

The BMC Service Request Management application enables an IT department and other business departments to easily define available services, publish those services in a service catalog, and automate fulfillment of those services for the user community, enabling users to help themselves. BMC Service Request Management runs on the BMC Remedy Action Request System (BMC Remedy AR System) platform and consumes data from the BMC Atrium Configuration Management Database (BMC Atrium CMDB). BMC Service Request Management works with other applications, such as BMC Incident Management and BMC Change Management, to resolve user requests. BMC Service Request Management manages the entire process, from submission to completion.

Release notes and notices
updated 05 Dec

Learn what’s new or changed for BMC Service Request Management 18.08 release, including new features, urgent issues, documentation updates, and fixes or patches.

Note

This section only includes information about changes since the  most recent  release of BMC Service Request Management. If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 9.0, review the release notes for versions 9.1 and 18.05.

Tip

To stay informed of changes to this space, place a watch on this page.

Date Title Summary
November 29, 2018 18.08.01: Patch 1 for version 18.08 This patch consolidates all the Hot Fixes delivered for Service Request Management version 18.08 and later into a single patch release.
August 31, 2018 18.08 enhancements

For enhancements in this release, see Remedy IT Service Management Suite enhancements .

Planning
 

Performance, permissions, and system requirements.

Installing
 

Information about installation and configuration of the product, migration of data, and deployment.

Upgrading
 

Upgrade process.

Troubleshooting
 

Issues resolution, logs, and contacting Support.

Using
 

Interface descriptions, using the product.

Administering
 

Information about adding custom fields and actions, and setting up Smart Reporting.

Developing
 

Development interfaces and toolkits.

Integrating
 

Integrations with other products.

FAQs and additional resources
This topic provides information that supplements the BMC Service Request Management documentation. It contains the following sections:

Frequently asked questions 

  What happened to all the PDFs for this product?

Where to find information previously provided in a guide or manual

Document title

Found here in

Installation Guide

Planning

Installing
Preparing

Installing
Configuring after installation
Upgrading
Troubleshooting

Administration Guide

Key concepts
What is BMC Service Request Management?
User goals and features
BMC Service Request Management architecture

Administering
Getting started with creating services
Guidelines for designing services
Creating services
Configuring navigational categories
Creating application templates and application object templates
Creating process definition templates
Creating service request definitions: Basic configuration
Configuring packages and entitlement
Configuring approvals for SRDs and requests
Setting up surveys and viewing results
Using the Service Request Designer to create services
Setting up the Work Order Management application
 Migrating BMC Service Request Management objects and data
Working with the Request Entry console
Internationalization and localization
Creating and using advanced interface forms

User's Guide

Using
Using the Request Entry console
Using the Business Manager Console
Using the Service Request Coordinator Console
Fulfilling service requests
Communicating with users by using broadcasts
Analyzing services by running reports

Administering
Making the application accessible for users with disabilities

  Where do I find release note information?

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

Release notes and notices

  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open

Known and corrected issues

  Where can I find technical bulletins?

Where to find information previously provided in a technical bulletin

Type of technical bulletin

Found here in

Contents of a service pack or patch and instructions particular to it

  Where do I find information previously provided in a white paper?

Where to find information previously provided in a white paper

Document title

Found here in

Performance and Scalability of 7.6.04 SP1 BMC Remedy IT Service Management Suite, BMC Service Request Management, BMC Knowledge Management, and BMC Atrium on Windows

Software component performance benchmark configuration settings

  Where do I find information that was previously published as a flash bulletin?

Flashes contained urgent information about product issues and are delivered after a product is released. On docs.bmc.com, this information is delivered in an "Urgent issues" topic, under Release notes and notices. If this topic does not exist for a given product release, no urgent issues have been discovered for that release.

  Is all the content for BMC Service Request Management 9.1 in this space?

Yes, all of the documentation for BMC Service Request Management 9.1 is in this space. Links to documentation for related products are found in Additional resources from BMC.

  I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.

XML and HTML exports

If you require an export in XML or HTML format, contact us.

 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Service Request Management 9.1 documentation that you might find helpful:

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