This documentation supports the 22.1 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Configuring preferences and rules for the Request Entry console

Configure the appearance and use of the Request Entry console for your end users by using the Default Console Preference form to update the default preference record for the Request Entry console.

To define the default Request Entry console preferences

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Request Entry Management > Default Console Preference, and click Open.
  3. From the Initial Console View list, select the view that you want to show when the Request Entry console opens: Popular Services or Service Categories.

    The default setting is Popular Services. When you click Home in the Request Entry console, you return to the view that you specify here.

  4. Modify the default search criteria for My Requests:
    1. In the Show field, select if service requests with a particular status should appear.
      For example, you might want to show only service requests with a Draft status. The default setting is All Open Requests.
    2. In the Recently Closed field, select the number and unit criteria for requests closed since the user last logged in.
      For example, you might want to show requests that were closed in the last five days. If the product is accessed infrequently, you enter a higher number, for example, requests closed in the last two weeks or two months.
  5. In the Broadcast Defaults area, specify when users are alerted with a broadcast alert popup window.
    The default is Never. However, users might want to be prompted when they open the Request Entry console or when a new broadcast occurs.
  6. Click Modify, and click Close.
    You must close and re-open the Request Entry console for the changes to appear.

To configure rules for the Request Entry console

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Advanced > Preferences, and click Open.
  3. From the Request Preferences form, click the Request Entry tab. 
  4. Select the company to which these preferences apply.
  5. (Optional) Enter a description.
  6. In the Status field, select Enabled if you want this categorization entry to be available to users; otherwise, select a different status.
  7. Click the Request Entry tab.
  8. In the Type-ahead in the Search menu field, select one of the following options to control what appears when users type in the Search field in the Request Entry console:
    • Display Commonly Used Search Terms lists suggestions from commonly used search terms.
    • Don't Display Commonly Used Search Terms does not list suggestions, but maintains statistics on terms used in searches that users perform.
    • Don't Display Commonly Used Search Terms and Disable Statistics does not list suggestions and does not maintain statistics on terms used in searches that users perform.
      For more information, see Statistics of searched terms on the Request Entry console.
  9. In the Show Cart field, select Yes if you want to make the cart available to requesters. The default is No.
  10. (Optional) In the Service Categories Sort field, change the display order of the navigation categories on the Request Entry console.
    • Sort Order shows navigational categories in the Request Entry console as they are defined in the Category Management form (default). For more information, see Configuring navigational categories.
      The top-down order in the Category Management form is how the categories are ordered in the Request Entry console. The sorted categories are based on your entitlements. For example, if Mary Mann from Calbro Services is not entitled to view Calbro Software, the Request Entry console starts with Phones as the first category, then Software, Hardware, and so on.
      Only those categories that are used in deployed SRDs appear in the Request Entry console. To continue the example, if Phones is not used in an online SRD, Mary Mann would only see Software, Hardware, and so on, in the Request Entry console.
    • Alphabetical shows navigational categories in alphabetical order. The alphabetical sort starts with upper-case letters from top left to top right (for English and other Latin-based languages), and top to bottom. Sorting then starts with lower-case letters, left to right.
  11. In the Submit Confirmation field, select one of the following options:
    • None does not display a confirmation note when a request is submitted.
    • Accessibility Users displays a confirmation note only for users configured as accessibility users. 
    • All Users displays a confirmation note for all users when a request is submitted.
  12. In the Price Display Option field, select an option for displaying the price for a service in the Request Entry console.
    The following options are available:
    • Display for All SRDs displays the price for all SRDs for the company that is selected on this Request Preferences form.
      If you select this option, it takes precedence over the options selected in the Show/Hide Options form for an individual SRD. See Configuring visible fields in the Request Entry console.
    • Hide for All SRDs does not display the price for any SRDs for the company that is selected on this Request Preferences form.
      If you select this option, it takes precedence over the options selected in the Show/Hide Options form for an individual SRD. See Configuring visible fields in the Request Entry console.
    • Based on SRD Configuration(default) displays the price as defined in the SRD. On the Service Request Management form, select Functions > Show/Hide Fields to set the price.
      You can use this option for backward compatibility. 
      The Service Offering price for an enablement Requestable Offering and the Service Offering prices for transactional Requestable Offerings will be retrieved from Atrium Service Catalog and displayed on the Request Entry console.
      If you do not create a record in the Request Preferences form for a company, the Price Display Option for the Global company is used.
  13. In Clear OBO Questions Response, select an option for handling questions that you have answered on behalf of another user: 

      • Yes — removes responses to questions when you edit the Requested For user.
      • No — retains responses to questions when you edit the Requested For user.

     This option is only applicable to standard SRDs that do not use advanced interface forms (AIFs).

  14. Select Show Marketing Slides to display marketing slides, if any, in the Request Entry console.
  15. Click Save.


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