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BMC Service Request Management 21.3

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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 06 Sep

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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Known and corrected issues

Support information

BMC Helix ITSM release notes Open link

Date	Summary	Reference
September 5, 2023	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
June 15, 2023	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
January 23, 2023	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
December 20, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
December 1, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
September 2, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
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
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.	21.3 patches
October 4, 2021	For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements .	21.3 enhancements

Getting started Orientation Learning about BMC Service Request Management Learning about work order management Key concepts User goals and features Quick tour Use cases Best practices for BMC Service Request Management		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.

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Videos

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

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Setting up surveys for SRDs
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Troubleshooting
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Guidelines and validations for creating a PDT
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Monitoring service requests
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Defining target data from custom applications
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Orientation
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Troubleshooting fulfillment requests and CAI plug-in issues
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Adding a service CI to an SRD
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Creating an SRD that opens a URL in another window
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Creating a standard PDT
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Migrating data by using the Import Export Console
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Creating a service catalog
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Service Request Definitions

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 title	Where you can find the information now
What is BMC Service Request Management?	Learning about BMC Service Request Management
Configuring custom approval chains	Setting approvals for a service request
Using	Managing service requests Managing work orders Building the service catalog
Getting started with creating services	Creating a service catalog
Using the Request Entry console	Request Entry console Managing service requests
Setting up surveys and viewing results	Setting up surveys for SRDs
Service request life cycle	Overview of service requests
Using the Data Management Job Console	Migrating data by using the Data Management Job Console
User permissions	Roles and permissions in BMC Service Request Management
BMC Service Request Management notification events	Configuring 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

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
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.

Related spaces

AR System, BMC Helix CMDB, and BMC Helix ITSM documentation

BMC BMC Helix ITSM

22.1 21.3 21.05 21.02

BMC BMC Helix ITSM: Service Desk

22.1 21.3 21.05 21.02

BMC Action Request System

22.1 21.3 21.05 21.02

BMC BMC Helix ITSM: Smart Reporting

21.3 21.05 21.02

BMC BMC Digital Workplace Basic

20.08 20.02 19.11 19.08 19.02 18.11 18.08 18.05 18.02

BMC Service Request Management 21.3

Videos

Creating PDF and Word exports

To export to PDF or Word

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