Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

BMC Service Request Management enables IT and other business departments to easily define available services, publish those services in a service catalog, and automate fulfillment of those services. Service Request Management works with other Service Management applications and manages the entire process, from submission to completion.

Release notes and notices
updated 25 Apr

Learn what’s new or changed for BMC Service Request Management 21.02 release, including new features, urgent issues, documentation updates, and fixes or patches.

Tip

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

Related topics

Known and corrected issues

Support information

BMC Helix ITSM release notes

DateTitleSummary
March 17, 202121.02 enhancements

For the BMC Helix ITSM enhancements, see  BMC Helix ITSM enhancements .


Managing service requests

 

As a service agent, submit, view, and manage requests in Service Request Management.

Managing work orders

 

As a Work Order manager and assignee, perform various tasks on Work Orders in Service Request Management.

Building the service catalog

 

As a catalog manager, build a service catalog in Service Request Management.

Planning

 

As an administrator, plan the roles and permission groups for your company.

Onboarding and implementing

 

As an administrator, set up Service Request Management for your company.

Administering

 

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

Troubleshooting

 

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

Integrating

 

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

Developing

 

As an administrator, workflow developer, or consultant, extended and customize Service Request Management through Advanced Interface Forms or SOAP web services.

Communities

Knowledge Base

Videos

Videos

Education

PDFs and videos

 

Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Service Request Management. 


 Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of 10 most popular topics in the earlier versions of Service Request Management and where you can find them in the restructured documentation space.

Older topic titleWhere you can find the information now
What is BMC Service Request Management?Learning about BMC Service Request Management
Configuring custom approval chainsSetting approvals for a service request
Using

Managing service requests

Managing work orders

Building the service catalog

Getting started with creating servicesCreating a service catalog
Using the Request Entry console

Request Entry console

Managing service requests

Setting up surveys and viewing resultsSetting up surveys for SRDs
Service request life cycleOverview of service requests
Using the Data Management Job ConsoleMigrating data by using the Data Management Job Console
User permissionsRoles and permissions in BMC Service Request Management
BMC Service Request Management notification eventsConfiguring notifications


 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.


 

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.

 

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