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.

Enabling entitlement

Enable entitlement to control user access to service request definitions (SRDs). Before you enable entitlement, you must create entitlement rules that allow users to access their SRDs. Otherwise, after you enable entitlement, users cannot access their SRDs.

To enable entitlement

  1. In the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Entitlement > Entitlement Management, and then click Open.
  3. In the Entitlement Console, select the Enabled option.
    You can create entitlement groups and rules from this console.
  4. In the Apply Entitlement Rules to Global SRDs field, specify whether entitlement rules apply to global SRDs.
    • If you select No (the default), entitlement rules do not apply to global SRDs. All users can request global SRDs. The assumption is that global SRDs are intended for all users and should not be limited by multi-tenancy.
    • If you select Yes, any entitlement rules defined for SRDs are also either directly or indirectly applied to global SRDs.


      If you select Yes, and you use the Create Service Request on Submit option in BMC Incident Management, BMC Change Management, or Work Order Management, you must create entitlement rules for the three system SRDs that support this functionality. For more information, see Creating requests from fulfillment applications.

Validating user entitlement to SRDs

After creating entitlement rules and qualifications, you can optionally validate user access to SRDs. You can also use user validation to troubleshoot entitlement problems.

To validate users

  1. In the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Entitlement > Entitlement Management, and then click Open.
  3. On the Entitlement Console, click Other Functions > User Validation.
  4. In the User Entitlement Validation form, click Select.
  5. From the People Search form, select the user to validate, and click Select.
    The matching entitlement groups, entitlement rules, and SRDs for the user are displayed in the tables. Click View under a table to view more details.
  6. To see the qualification for matching entitlement rules and SRDs, click the Qualification Details link on the User Entitlement Validation form.


Although the entitlement cache is flushed when an entitlement rule is created or modified, you can click the Flush Entitlement CACHE button on the User Entitlement Validation form to force a flush of the cache. After the cache is cleared, users must reopen the Request Entry console to see any changes.

Specifying entitlement information for a specific SRD

You can create an entitlement rule for a specific SRD. For example, you might want to specify that the Purchase an iPhone SRD applies only to the Executive Management or the Technical Writers group.

Best practice

To limit the number of entitlement rules required in your organization, or to handle any global entitlements, we recommend that you create entitlement rules that apply to multiple SRDs by category, package, or qualification.

To specify entitlement information for a specific SRD

  1. Open an SRD.
    1. Open the IT Home page, and select Service Request Management > Service Catalog Manager Console.
    2. Click Console Focus > Request Definition.
      The Request Definition View appears in the Service Catalog Manager Console.
    3. Perform an SRD search.
    4. From the list of matching SRD records in the search results table, open the record to modify.
  2. Ensure that the status of the SRD is offline.
    You cannot add entitlement rules to SRDs that are online.
  3. Click the Entitlements tab.
  4. If you are creating an SRD, click Refresh to make any default entitlement rules appear.
  5. Click Add New Rule or Modify.
    The Entitlement Rule dialog box appears.
  6. To create an entitlement rule, perform the following steps:
    1. Select the people qualification. To create a new people qualification, click Add. For information about people qualification options, see Creating entitlement rules.


      The content of the SRD Qualification Name field is preselected and cannot be modified. To define an entitlement rule with a more generic SRD qualification, you must access the Entitlement Console, as explained in Creating entitlement rules.

    2. (Optional) To prevent the group or persons that you selected from accessing the SRD, select the Exclusion Rule check box.
      If you do not select this check box, the groups or persons that you selected are entitled to use the SRD.


      To specify that EMEA (Europe, Middle East, and Asia) can use the current SRD, you select or create Location - EMEA rule as the people qualification, and then you do not select the Exclusion Rule check box.

    3. Click Save.
  7. Save the changes to your SRD.
    The rule appears in the Entitlement Rules table.
  8. If you are modifying an SRD, return the SRD to online.
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