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 requests from fulfillment applications

You can configure fulfillment applications so that fulfillment requests generate service requests in BMC Service Request Management. Doing so enables end users to view information about fulfillment requests, such as activity log entries, within the context of service requests. For example, when a service agent creates an incident, change request, or work order on the backend, a service request is also created, and the end user can open the service request from the Request Entry console.

The application ships with three system Service Request Definitions (SRDs) to support the reverse creation of requests from fulfillment applications. Each SRD comes with its corresponding system Process Definition Template (PDT) and Application Object Template (AOT). 

Important

  • Entitlement rules are required for the system SRDs if the Apply Entitlement Rules to Global SRDs option is set to Yes. For more information, see Enabling entitlement.
  • Since work orders do not include Impact and Urgency fields, the service request is created with a default value of Medium for Impact and Urgency. Service request notifications include the Medium value for Impact and Urgency, but not the Priority value from the work order.
  • In BMC Helix ITSM: Smart IT, the Initiated status is called Planning. For more information, see Submitting service requests Open link in the Smart IT online documentation.

Relationship of service request status to fulfillment request status

Service requests and the fulfilment requests (incidents, change requests, or work orders) have life cycles of their own. The following table shows the relationship between the service request status and the fulfillment request status:

Service request status

Incident status

Change request status

Work order status

Draft

Not applicable

Not applicable

Not applicable

Waiting Approval

Not applicable

Not applicable

Not applicable

Rejected

Not applicable

Not applicable

Not applicable

Initiated/Planning

New Assigned

Request for Authorization

Assigned

Pending

Pending

Pending

Pending

In Progress

In Progress

  • Planning in Progress
  • Request for Change
  • Scheduled For Review
  • Scheduled For Approval
  • Scheduled
  • Implementation In Progress
  • Planning
  • In Progress
  • Waiting Approval

Cancelled

Cancelled

Cancelled

  • Cancelled
  • Rejected

Completed

If multiple fulfillment requests are created from a service request, and one of the fulfillment requests is canceled, the status of the service request is set to Completed with a status reason of With Issues.

  • Resolved
  • Closed
  • Completed
  • Closed
  • Completed
  • Closed

Closed

Not applicable

Not applicable

Not applicable

Service request status when there are multiple fulfillment steps

A service request can include multiple fulfillment steps, some or all of which might be activated or bypassed, depending upon processes and conditions configured in the service request definition (SRD). The following rules apply:

Service request statusStatus reasonService request status occurs if...
Initiated/PlanningNot applicableAt least one fulfillment step is activated. The other fulfillment steps can be activated, bypassed, cancelled, or rejected.
PendingNot applicableAt least one fulfillment step is pending.
In ProgressNot applicableAt least one fulfillment step is in progress.
CancelledNot applicable

All of the fulfillment steps are bypassed, cancelled, or rejected.

RejectedNot applicableThe service request has been rejected by the approvers. If a fulfillment step (for example, a change request) is rejected, the status of the service request is not set to Rejected.
CompletedSuccessfulAll of the fulfillment steps are bypassed or resolved.
CompletedWith IssuesAt least one fulfillment step is resolved, and at least one fulfillment step is cancelled or rejected. The other fulfillment steps can be bypassed, resolved, cancelled, or rejected.

Out of the box SRDs

Service Request Management contains the following SRDs out of the box. Each of these SRDs comes with its corresponding system PDT and AOT. These SRDs support automatic creation of service requests from fulfillment applications. Work assignments are been configured for these SRDs.

SRD title

SRD type

PDT name

AOT name

Work Order Request

Work Order — This SRD for work orders is automatically installed with the product.

Process Template Work Order

Work Order

Change Request

Change Request — The SRD for change requests is included with BMC Helix ITSM: Change Management. The system SRD for change requests is installed only when BMC Helix ITSM: Change Management is present.

Process Template sample Change

Change Sample

Service Desk Incident

Incident — The SRD for incidents is included with BMC Incident Management. The system SRD for incidents is installed only when BMC Incident Management is present.

Process Template sample Incident

Incident Sample

Warning

The PDT and AOT names have the term Sample in their titles, but they are not sample data. Do not delete these SRDs, PDTs, and AOTs. If you try to delete them, you will receive a system warning.

The following fields in the system SRDs are locked and cannot be edited:

Field name on Service Request Definition form

Characteristics

Status

The system SRD status is always Draft, so that it never appears on the Request Entry console.

Description

Includes the following special message:
This SRD is used internally by the system for the (optional) creation of a linked request when a work order is created directly in Work Order Management. Users are unable to create these requests directly, but will be able to track the related work order in the "Submitted Requests" section of the Request Entry console.

Instructions

Includes the following special message:
oob configuration should be such that end users will not see this request or the internal system requests category when they browse or search the catalog.

Request Type (Definition tab)

Cannot change the process

Process Template (Definition tab)

Cannot change the process

Reopen Request

The default setting of Reopen Fulfillment Process cannot be changed.

Business Service (Definition tab)

Cannot add a business service. The name of this field is Business Service in Work Order Management and Service in BMC Change Management and in BMC Incident Management.

Approval Type (on the Service Request tab)

Specifies whether the request created from this SRD needs approval and who must approve the request


Important

Summary records created for the BMC Helix ITSM Requester Console are automatically converted to SRDs when the product is installed.

How activity log information is passed

When end users and back-end application users update the activity log on a service request or a back-end request, the following scenarios can occur:

  • When an end user updates the activity log of a service request, the new work notes are passed to all the backend requests related to the service requests that are in progress. Work notes will not be passed to backend requests that have not yet been opened. 

  • If an end user adds work notes to a service request that is not currently in progress (no back-end requests exist), the work notes are set to the backend requests after the initial back-end requests are created.
  • When all work notes are passed to backend request at the same time, the submit date on the backend request becomes the date when the work note was passed, not the date that the original work note was created.
  • When an end user reopens a service request, the end user can add a work note (for example, to indicate the reason for reopening). That work note is passed to a back-end request that is reopened, but not to any backend request that was bypassed, cancelled, or rejected. If a new work order is created instead, all work notes from the service request are passed to the new work order (including the work note with the reason for reopening).
  • When a backend application user updates the activity log on a backend request, the work notes are passed to the related service request. In the activity log in the Request Entry console, these updates appear as new entries.
  • When an end user submits an issue from a Knowledge Base article in the Request Entry console, the URL to the article is not active in the work notes of the backend request. You can copy and paste the URL into the address bar of a browser to view the article.

To generate a request from a fulfillment application

The following example uses Work Order Management. The procedure is similar for BMC Incident Management and Change Management. For more information, see Configuring change rules Open link and Configuring incident rules Open link .

  1. In the Application Administration console, select Custom Configuration > Service Request Management > Work Order > Rules.
  2. To specify whether to create a request on submission of a work order, from the Create Service Request on Submit list, select In Service Request Management, In Digital Workplace or No.

    OptionDescription
    In Service Request Management

    When a user submits an work order form, a corresponding request is created. The user can view this request (which indicates the work order status) through the Requester console.

    The Requester console uses the requester's BMC Helix ITSM login ID to determine who created the request and where to display it. Therefore, the requester must have a  BMC Helix ITSMlogin ID.

    In Digital Workplace

    When a user submits an work order form, a corresponding request is created in BMC Helix Digital Workplace Catalog.

    The user do not receive any notification from BMC Helix ITSM. However, the user will receive a ticket creation notification from BMC Helix Digital Workplace Catalog. For more information, see  Notifications Open link .

    NoA regular incident submission notification created and no request is created. By default, this option is selected.

    Important

    This setting is not applicable if the work order is submitted by using BMC Helix Digital Workplace.

  3. Ensure that the rule is enabled, and click Save.
  4. Create a new work order.
    When you submit the new work order, a service request is created.

    Important

    When you use BMC Digital Workplace to submit a service request, it creates a fulfilment. As a result of this fulfilment, a service request will be created in the BMC Helix Digital Workplace Catalog. Refer to Setting up service requests through BMC Service Request Management Open link for more information.


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