This documentation supports the 21.3 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 29 Jan

Learn what’s new or changed for BMC Service Request Management 21.3 release, including new features, urgent issues, documentation updates, and fixes or patches.


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Related topics

Known and corrected issues

Support information

BMC Helix ITSM release notes Open link

DateSummaryReference
January 29, 2024

Not applicable

September 5, 2023

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

June 15, 2023

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

January 23, 2023

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

December 20, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

December 1, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

September 2, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

August 1, 2022

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Rollback deployment
  • Updates to Fluent Bit deployment
  • Enhancements to Support Assistant tool

Action Request System 21.3 patches Open link

May 27, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
March 23, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
February 8, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
January 20, 2022

Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch release includes the following update for BMC Helix ITSM:

  • BMC Service Request Management is available only for upgrade scenarios for existing customers
  • Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround
21.3 patches
January 5, 2022

Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

21.3 patches
November 19, 2021

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT  and  BMC Helix ITSM.

October 4, 2021

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

21.3 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

or register to view the contents of this page.

Videos

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
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


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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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