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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.

BMC

BMC Service Request Management 20.08

All versions
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. Service Request Management runs on the Remedy Action Request System (Remedy AR System) platform and consumes data from the BMC Configuration Management Database (BMC CMDB). Service Request Management works with other applications, such as Remedy Incident Management and Remedy Change Management, to resolve user requests. Service Request Management manages the entire process, from submission to completion.

Release notes and notices
updated 26 Jul

Learn what’s new or changed for BMC Service Request Management 20.08 release, including new features, urgent issues, documentation updates, and fixes or patches.

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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 release notes Open link

DateSummaryReferences
June 13, 2022This patch includes defect fixes for Remedy with Smart IT.20.08 patches
January 7, 2022120.08 patch 12 includes fixes for defects in Smart IT and BMC Service Request Management.20.08 patches
September 16, 202120.08 patch 9 includes fixes for defects in Smart IT .20.08 patches
July 28, 202120.08 patch 4 includes fixes for defects in Smart IT and BMC Service Request Management.20.08 patches
June 21, 2021

20.08 patch 3 includes fixes for defects in Smart IT and BMC Service Request Management.

20.08 patches
May 19, 202120.08 patch 2 includes fixes for defects in Smart IT.20.08 patches
April 21, 202120.08 patch 1 includes fixes for defects in Action Request System.20.08 patches
September 23, 2020

For the Remedy IT Service Management Suite enhancements, see  Remedy IT Service Management Suite enhancements Open link .

20.08 enhancements

1 There are no patches with version numbers 20.08.05, 20.08.06, 20.08.07, 20.08.08, 20.08.10, and 20.08.11.



Getting started

 

Using

 

As an end user, submit, view, and manage requests, and use the Service Request Coordinator Console, Business Manager Console, and the Work Order Management application.

Developing

 

As an experienced administrator, workflow developer, or consultant extend and customize the behavior of the advanced interaction forms provided with Service Request Management.

Administering

 

As an administrator, perform configuration and administration tasks in Service Request Management.

Integrating

 

As an administrator, set up integrations with other BMC products or third-party software.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.
PDFs

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FAQs and additional resources

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

Frequently asked questions 

Where to find information previously provided in a guide or manual

Document title

Found here in

Installation Guide

Planning

Installing
Preparing Open link

Installing Open link
Configuring after installation
 Upgrading Open link
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 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 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 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

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.

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.

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.


 

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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Last modified by Aditya Kirloskar on Jul 26, 2023
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