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BMC Service Request Management 22.1

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BMC Service Request Management enables IT and other business departments to easily define available services, publish those services in a service catalog, and automate fulfillment of those services. Service Request Management works with other Service Management applications and manages the entire process, from submission to completion.

Release notes and notices

updated 07 Jun

Learn what’s new or changed for BMC Service Request Management 22.1 release, including new features, urgent issues, documentation updates, and fixes or patches.

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Known and corrected issues

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BMC Helix ITSM release notes

Date	Summary	Reference
June 7, 2023	Multiple issues corrected	Not applicable
March 24, 2023	Multiple issues corrected	Not applicable
January 13, 2023	Issues that were corrected by 22.1 patch 4 and issues that remain open Update available in 22.1 patch 4: A new `enableAuthoringGroupForWO` configuration parameter has been introduced to enable the Authoring For Groups flag.	22.1 enhancements and patches
November 2, 2022	Multiple issues corrected	Not applicable
October 10, 2022	Multiple issues corrected	Not applicable
September 2, 2022	Issues that were corrected by 22.1 patch 1 and issues that remain open Updates available in 22.1 patch 1: Support for BMC Helix ITSM on mobile devices through web browser Migration of Smart IT screen configurations to Progressive Web Application screens	22.1 enhancements and patches
July 29, 2022	For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements .	22.1 enhancements and patches

Getting started Orientation Learning about BMC Service Request Management Learning about work order management Key concepts User goals and features Quick tour Use cases Best practices for BMC Service Request Management		Managing service requests As a service agent, submit, view, and manage requests in Service Request Management. Managing work orders As a Work Order manager and assignee, perform various tasks on Work Orders in Service Request Management. Building the service catalog As a catalog manager, build a service catalog in Service Request Management.
Planning As an administrator, plan the roles and permission groups for your company.	Onboarding and implementing As an administrator, set up Service Request Management for your company.	Administering As an administrator, perform configuration and administration tasks in Service Request Management.
Troubleshooting Resolve common issues or errors, review logs, or contact Support.	Integrating As an administrator, set up integrations with other BMC products or third-party software.	Developing As an administrator, workflow developer, or consultant, extended and customize Service Request Management through Advanced Interface Forms or SOAP web services.

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Videos

The following topics contain videos that supplement the text-based documentation:

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Setting up surveys for SRDs
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Troubleshooting
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Monitoring service requests
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Defining target data from custom applications
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Creating a standard PDT
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Guidelines and validations for creating a PDT
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Creating an SRD that opens a URL in another window
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Orientation
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Adding a service CI to an SRD
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Troubleshooting fulfillment requests and CAI plug-in issues
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Creating a service catalog
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Service Request Definitions
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Migrating data by using the Import Export Console

Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Service Request Management.

Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of 10 most popular topics in the earlier versions of Service Request Management and where you can find them in the restructured documentation space.

Older topic title	Where you can find the information now
What is BMC Service Request Management?	Learning about BMC Service Request Management
Configuring custom approval chains	Setting approvals for a service request
Using	Managing service requests Managing work orders Building the service catalog
Getting started with creating services	Creating a service catalog
Using the Request Entry console	Request Entry console Managing service requests
Setting up surveys and viewing results	Setting up surveys for SRDs
Service request life cycle	Overview of service requests
Using the Data Management Job Console	Migrating data by using the Data Management Job Console
User permissions	Roles and permissions in BMC Service Request Management
BMC Service Request Management notification events	Configuring notifications

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The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

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For example, selecting This page and its children from the home page exports the entire space to PDF.

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Related spaces

AR System, BMC Helix CMDB, and BMC Helix ITSM documentation

BMC BMC Helix ITSM

22.1 21.3 21.05 21.02 20.08 20.02 19.11 19.08 19.02 18.08

BMC BMC Helix ITSM: Service Desk

22.1 21.3 21.05 21.02

BMC Action Request System

22.1 21.3 21.05 21.02

BMC BMC Helix ITSM: Smart Reporting

21.3 21.05 21.02

BMC BMC Digital Workplace Basic

20.08 20.02 19.11 19.08 19.02 18.11 18.08 18.05 18.02

BMC Service Request Management 22.1

Videos

Creating PDF and Word exports

To export to PDF or Word

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