This documentation supports the 19.02 version of Service Request Management.

To view the latest 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 Nov

Learn what’s new or changed for BMC Service Request Management 19.02 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, 18.05, and 18.08.

Tip

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

Related topics

Known and corrected issues

Support information

Remedy IT Service Management Suite enhancements

DateTitleSummary
May 30, 2019Patch 1 for version 19.02This patch consolidates all the hot fixes delivered for Service Request Management version 19.02 and later into a single patch release.
February 28, 201919.02 enhancements

Enhancements available in this release:

  • More options in Import Export feature for importing SVTs in a Zip file format.

  • Cognitive service to apply relevant templates to the work orders that are created by using emails sent by users.


Getting started

 

Quick Start >

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.
PDFs

 

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 template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.


 

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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