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 service request definitions

A service request definition (SRD) is a service offering. The Request Catalog Manager creates the SRDs for the service catalog and makes the catalog available to users through the Request Entry console. An SRD provides the characteristics required to facilitate the selection and execution of delivery for the service offering. The characteristics include attributes such as categorization, effective start and end dates, pricing information, approval and service level management criteria, and the definition of application objects that will support the delivery of a service. 

Request Catalog Managers use the Service Catalog Manager console to manage an SRD and track its progress from Draft to Deployed. You can use this console to associate the SRD with PDTs, business service CIs, approvals, and service targets. Alternatively, you can also use Service Request Designer to create or modify SRDs. For more information, see Creating services by using the Service Request Designer.

Before you begin

  • Before you can create an SRD, you must create an application object template (AOT) for each step in a process and a process definition template (PDT) for each process in a service request. See Creating application templates and application object templates.
  • You must have the Request Catalog Manager permission to create SRDs in the Service Catalog Manager console. Users who have the Business Analyst role but no Request Catalog Manager permissions can also use the Service Request Designer to create an SRD. However, the SRD must be assigned to a valid catalog manager name to save and then deploy it.

To create service request definitions

To create a service request definition (SRD), complete the following steps:

Step

Action

Reference

1

Verify that the navigational categories, application template (optional), and the AOT are configured.

2

Open the Service Catalog Manager console.

Service Catalog Manager console

3

Use one of the following methods to create the SRD:

  • Use the service request definition form.
  • Use the Service Request Designer.

    Tip: The Service Request Designer is a simple wizard that creates basic SRDs, with minimal or no training required. Users can make new services available in minutes, but you can still use the service request definition form to create SRDs.

Creating services by using the Service Request Designer

4

Select one of the service request definition (SRD) types:

  • Standard SRD
  • Quick Launch SRD

You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD.

5

Associate the SRD with one of the following types of PDT:

  • Standard PDT
  • Quick Launch PDT

You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD.

6

Add questions, text, or service request fields to the SRD. This step is not applicable for quick launch SRDs and product ordering SRDs.

Creating questions to use with SRDs

7

(Optional) Configure autofill response to trigger when users open the Provide Information form to submit a request, or when they perform a specific action in the console.

Configuring actions to autofill responses in a service request

8

(Optional) Set approvals for the service request.

Setting approvals for a service request

9

(Optional) Add entitlements to the SRD.

Creating entitlement rules

10

(Optional) Add work information for the SRD.

Adding work information and attachments to SRDs

11

(Optional) Define SRD approvals.
This is not applicable for quick launch SRDs.

Configuring approvals for SRDs and service requests

12

(Optional) Define service targets for the SRD.
Service targets are available only if you have BMC Service Level Management installed.

Defining service targets for an SRD

13

(Optional) Add a business service to the SRD.

Adding a service CI to an SRD

14

(Optional) Add a survey to the SRD.

Setting up surveys for SRDs

15

(Optional) Localize the SRD.

Localizing SRDs and surveys

16

Deploy the SRD to make it available in the Request Entry console.

Deploying SRDs

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