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.

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 20 Aug

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.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support information

BMC Helix ITSM release notes Open link

August 11, 2023Not applicable
July 5, 2023

Patch 6 for version 22.1 is available for on-premises customers.

 Not applicable
June 7, 2023

Not applicable

March 24, 2023

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.
November 2, 2022

Not applicable

October 10, 2022

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
July 29, 2022

For the BMC Helix ITSM enhancements, see  BMC Helix ITSM enhancements Open link .

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.



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.



As an administrator, perform configuration and administration tasks in Service Request Management.



Resolve common issues or errors, review logs, or contact Support.



As an administrator, set up integrations with other BMC products or third-party software.



As an administrator, workflow developer, or consultant, extended and customize Service Request Management through Advanced Interface Forms or SOAP web services.


Knowledge Base




PDFs and videos

or register to view the contents of this page.


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


Frequently asked questions

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

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 titleWhere you can find the information now
What is BMC Service Request Management?Learning about BMC Service Request Management
Configuring custom approval chainsSetting approvals for a service request

Managing service requests

Managing work orders

Building the service catalog

Getting started with creating servicesCreating a service catalog
Using the Request Entry console

Request Entry console

Managing service requests

Setting up surveys and viewing resultsSetting up surveys for SRDs
Service request life cycleOverview of service requests
Using the Data Management Job ConsoleMigrating data by using the Data Management Job Console
User permissionsRoles and permissions in BMC Service Request Management
BMC Service Request Management notification eventsConfiguring notifications

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.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    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.


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