This documentation supports the 20.02 version of BMC Service Request Management.

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

User goals and features

The following table describes the types of users (roles) who work with BMC Service Request Management, their goals, and the features that help each user achieve those goals. The responsibilities of these user roles can vary from organization to organization, and in some organizations, one person might fulfill several roles. For information about the access permissions needed to fulfill these roles, see User permissions


Goals and features


Submit service requests through the Request Entry console. See Submitting requests.

Use Knowledge Base articles to resolve problems without submitting a service request, and provide feedback on the usefulness of articles. See Using Knowledge Base articles to resolve problems.

Respond to request surveys. See Submitting a request survey.

Business manager

Approve requests as the requester's manager, which is specified in Manager's Name field on the More Details tab of the People form. See Approving or rejecting requests.

Review the consolidated or individual status of service requests in the organization. See Using the Business Manager Console.

Application administrator

Install and configure the application. See BMC Remedy IT Service Management deployment Open link documentation.

Perform system-level troubleshooting. See Troubleshooting.

Grant permissions to users. See Roles and permission groups in BMC Service Request Management.

Service catalog manager

Create requestable services, including service level agreements (SLAs), cost and price, common and organization-specific offerings, and mappings to the fulfillment process. See Guidelines for designing services and Getting started with creating services.

Manage the SRD life cycle, from draft to approval, and then to deployment. See Creating service request definitions: Basic configuration.

Business analyst

Use the Service Request Designer to create requestable services. See Using the Service Request Designer to create services.

Service request coordinator

Monitor requests, create requests on behalf of others, review request approval cycles, and troubleshoot requests. See Using the Business Manager Console.

Fulfillment provider

Complete assignments required to fulfill a request. See Using BMC Service desk to manage incidents and problems Open link , Using BMC Change Management Open link , and Using the Work Order Management application.

Work order manager

Track work orders, monitor support staff activities in implementing the work order, and handle work assignments. See Using the Work Order Console.

Create tasks to fulfill work orders and schedule people and resources to implement tasks. See Using tasks to divide and delegate work.

Work order assignee

Handle work assignments. See Using the Work Order Console.


Customize the application. See Developing.

Integrate third-party applications. See Integrating.

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