This documentation supports the 20.08 version of Service Request Management, which is available only to BMC Helix subscribers (SaaS).

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

About service requests

A service request is the request record that is generated from the service request definition (SRD). Service requests are created from SRD selections by users, support, and automated tools. A service request is the parent object that manages and tracks the execution of a selected SRD.

Although service requests inherit characteristics from the selected SRD on which they are based, they have a life cycle of their own. A service request has various states to indicate its position in the life cycle. Approvals can be required for certain state transitions. A service request might also send notifications at certain points in its life cycle to alert users that a certain event has occurred.

An important part of the role of the Service Request Coordinator is monitoring service requests that have errors in them. If a service request contains an instance error in one of its fulfillment applications, the request cannot move forward until the problem is resolved.


The status and status reasons of a service request reflect a snapshot in its fulfillment life cycle and do not necessarily map 1:1 with the status and status reasons of an application request. The status and status reasons of the underlying application requests do not roll up to the service request.

When a user submits, modifies, or cancels a request in the Request Entry console, back-end fulfillment application entries might not be created or updated immediately. A delay of up to 10 minutes can occur.

The following topics are included in this section:

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