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. In some organizations, one person might fulfill several roles. For information about the access permissions needed to fulfill these roles, see BMC Service Request Management permissions.
Goals and features
Submit service requests through the Request Entry console.
Use Knowledge Base articles to resolve problems without submitting a service request, and provide feedback on the usefulness of articles.
Respond to request surveys.
Approve requests as the requester's manager, which is specified in Manager's Name field on the More Details tab of the People form.
Review the consolidated or individual status of service requests in the organization.
Configure the application.
Perform system-level troubleshooting.
Grant permissions to users.
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.
Manage the SRD life cycle, from draft to approval, and then to deployment.
Use the Service Request Designer to create requestable services.
|Creating services by using the Service Request Designer|
Service request coordinator
Monitor requests, create requests on behalf of others, review request approval cycles, and troubleshoot requests.
|Monitoring service requests|
Complete assignments required to fulfill a request.
Work order manager
Track work orders, monitor support staff activities in implementing the work order, and handle work assignments.
Create tasks to fulfill work orders and schedule people and resources to implement tasks.
Work order assignee
Handle work assignments.
|Work Order console|
Customize the application.
Integrate third-party applications.