Phased rollout


This documentation supports the 21.05 version of BMC Service Request Management. To view an earlier version, select the version from the Product version menu.

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 28 Oct

Learn what’s new or changed for BMC Service Request Management 21.05 release, including new features, urgent issues, documentation updates, and fixes or patches.


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 Open link

October 28, 202121.05 Patches

This patch release includes defect fixes for Smart IT  and BMC Service Request Management.

September 15, 202121.05 PatchesStarting with 21.05.02 patch, perform container deployment of BMC Helix Innovation Suite and service management applications. 
July 28, 202121.05 Patches

This patch release includes updates and defect fixes for BMC Helix Innovation Studio and the service management applications.

June 23, 202121.05 enhancements

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

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.



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.



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



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



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



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


Knowledge Base




PDFs and videos

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The following topics contain videos that supplement the text-based documentation:


Frequently asked questions

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

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

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

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

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    • 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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