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.

Creating an SRD that opens a URL in another window

You can create a quick launch SRD that opens a URL in another window. The service request generated from a quick launch SRD does not require an approval, unlike the other SRDs predefined in the service catalog.

During the definition phase, you associate a quick launch SRD with a quick launch PDT that launches a URL in another window. You might want to link to another site that also lets users make requests, such as a link to your Human Resources intranet site or an outside financial services site where employees can check their retirement accounts. Make sure you complete the information required on the Service Request Definition form. Bold field labels indicate that a value is required.

After it is deployed, the quick launch SRD offers in a quick launch service request. After it is launched, the status of a quick launch service request is set to Closed, and it cannot be reopened. Additionally, a quick launch service request cannot be requested again from the My Requests Pod or request details.

Watch this short video about creating a quick launch SRD:

To create a quick launch SRD

  1. From the IT Home page, select Service Request Management > Service Catalog Manager Console.
  2. Select Console Focus > Request Definition.
  3. Click Create.
    Some of the fields are prefilled — for example, the status is set to Draft. The Service Request Definition ID is generated automatically when the SRD is saved.
    In the Draft state, a yellow stoplight appears in the Service Request Definition form above the Status field. The yellow stoplight alerts you that the SRD is pending (that is, the SRD is not deployed or not online).

  4. In the Service Request Definition form, enter the following information:

    Field name



    Specify the company the SRD is tied to. The user must belong to this company to see the SRD. If the SRD is Global, all users have access to it.


    Enter a descriptive title for the SRD record.

    Important: The use of HTML entities, such as &gt; for >, and &lt; for <, is not supported.


    Enter a detailed description of the SRD. Only 255 characters can be shown in the Request Entry console. Any text greater than 255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The content appears in the Description field when requesters access the SRD. See Adding hyperlinks in an SRD.
    If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text (&gt; for >, and &lt; for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is included in a URL, and will not display the string enclosed within the tags. For example, "This is a <hardware> request" will display as "This is a request".

    Important: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use the HTML tag <br> to specify a line break.


    The status is set to Draft.

    Important: Leave Status set to Draft until you are ready to submit the SRD record for approval.

    Navigation Categories — Category 1

    Define the SRD record by selecting its Category 1 type, for example, Hardware.

    Request Type

    Select Quick Launch. The Quick Launch request type must be linked to a Quick Launch type PDT. A quick launch PDT contains an AOT that points to a URL. It does not require approval to be created by a requester. See Creating a PDT that opens a URL.

    Reopen RequestThis setting is not applicable to quick launch SRDs, because the status is automatically set to Closed after the URL is launched.

    Request Catalog Manager Company

    Select the catalog manager's company from the list. The contents of this field with SRD approvals. See Configuring approvals for SRDs and service requests.

    Request Catalog Manager Name

    Enter the catalog manager's full name. You use this field with SRD approvals. See Configuring approvals for SRDs and service requests.

    For information about the other fields at the top of the form and on the Definition tab, see Creating a standard SRD.

  5. In the Process Template field, enter a PDT.
    See Adding a PDT to an SRD.
  6. Click the Service Requests tab, and set the approvals for the service request that the user will submit from this SRD.
    See Configuring approvals for SRDs and service requests.
  7. (Optional) Configure entitlement for the SRD.
    See Creating entitlement rules.
  8. (Optional) Click the Work Info tab, and enter work information for the SRD.
    See Adding work information and attachments to SRDs.
  9. (Optional) Click the Approvals tab, and set approvals for the SRD.
    See Defining approvers for an SRD.
  10. Click Save.
    The SRD is created in Draft status. You cannot move the SRD to a different state until you define a start date and the SRD is approved.


    If an incident is created as a part of fulfillment of a service request, the Reported Source is set to Self Service and the Incident Type is set to User Service Request, by default.

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