Viewing details of a service request associated with a work order

If an incident, a change request, or a work order is attached to a service request, you can view details of the service request, such as its Request ID, work history, requester, submit date, and status. You can also enter work information about the request.

To view request details

On the Work Order form, select Functions > View REQ<number>.

Viewing truncated data in a work order

Sometimes the data pushed from a field in the service request to the work order gets truncated, indicated by ellipses (...). You also see ellipses when BMC Service Request Management data is truncated in other fulfillment applications, for example, within a change request.

If the application is properly configured, truncation of data is a fallback mechanism in the fulfillment application that enables the creation of the entry even when the field length in the service request is too long. Otherwise, Command Automation Interface errors appear when the application fails to create the entry. You can still view the complete data, even though it does not appear in the work order.

To view truncated data from a service request

1. On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
2. Select the work order and select Functions > View REQ<number>.
3. In the Request Details dialog box, click the Activity Log tab.
   A TRUNCATE WARNING message is displayed in Notes. You see this message because the field length value in the service request did not fall within the limits specified for the field and was truncated in the fulfillment application (here, the Work Order Management application). The entry was successfully created. However, some data was not pushed to the fulfillment application.
4. Scroll through Notes to view the complete data.
5. If needed, add a note or an attachment.