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.

Submitting requests from the Request Entry console

Submit single or multiple service requests at once by using the Request Entry console. You can also submit a previous request again.

Reporting an issue by using Knowledge Base articles

If the administrator has installed the Knowledge Management application, the Request Entry console displays popular Knowledge Base articles in your company. If you find an article that contains the solution to fix your problem, you can attempt to resolve the problem. If you do not find an article to resolve your problem, you can submit an issue from any article. The system automatically tags the articles that you viewed before you submitted the issue. This enables Support staff to identify the articles, and possibly review them.

Before you begin

The administrator must configure the assignments to generate a fulfillment application like incident, change, or work order, and based on it, a service request gets created for the same on the request entry console.

For more information, see Configuring automatic assignment to support groups.

To report an issue from a Knowledge Base article

  1. Open the Request Entry console from a browser.
  2. Enter the keyword (for example, Printer or Pr%) in the Search field, and click the Search icon.
    The search results list articles and requests that match your criteria. Long lists are paginated. 
  3. To view the expanded search view, click More.
    The pagination list displays the range of articles, and you can select the range that you want to view.
  4. Click the title of the article that you want to view.
  5. In the bottom-right section of the article, click Report an Issue.
  6. In the Report an Issue form, enter the following information:
    1. In the Summary field, enter a brief statement of the problem.
    2. (Optional) In the Description field, enter additional details of the problem.
    3. In the Urgency field, select an option that indicates the urgency of the problem.
  7. If you do not want to attach the article to the request that is displayed in the All Articles Viewed field, click Remove.
  8. Click Submit.
    A service request for the article is created and routed to the concerned group based on the assignment configurations.
  9. (Optional) To provide feedback about the article:
    1. In the Feedback panel, enter the following information:
      1. To indicate whether the article solved your issue, select Yes or No.
        If you select Yes, the relevancy of the article is increased. 
      2. From the Rate this article list, choose a rating.
      3. In the Comments field, enter any additional details.
    2. Close the article.
      Your feedback is transmitted to the Knowledge Management application. You can see the feedback comments on the Feedback tab of the knowledge article.

To locate a requestable service in the catalog of available services 

In the request Entry console, you can locate a requestable service in any of the following ways:

LocationSteps
Popular view
  1. Click Popular, and review the list of popular requests.

  2. Mouse over a popular request name and click the Request Description icon.

Browse view
  1. Click Browse.
  2. Click a category or subcategory, and select a request from the Available Requests area. 
Search fieldEnter a keyword in the Search field, and click the Search icon. For example, if your printer needs toner, enter toner cartridgecolor printer, or printer.
The search results show only requests that you are permitted to submit. 
Marketing slidesIf your administrator has enabled marketing slides, you can scroll through the marketing slides and submit a request for a service by clicking Request Now on the slide promoting the service.
Each option button located at the bottom of the service marketing section represents a marketing slide. Click an option to view the associated slide.

To submit a request

  1. In the Request Entry console, locate a requestable service and click the service name.
  2. (Optional) Click Edit and update your contact details..
  3. (Optional) Specify a Required Completion date.
    Required Completion date—indicates when you would like the request to be completed. 

    Expected Completion date—indicates the time period needed to fulfill a request.
    Setting the Required Completion field to a value earlier than the Expected Completion value does not imply that the request will be completed by this date.
    To use custom date format in Required Completion and Expected Completion fields on the Provide Information form, you must select the Custom format for the Display Date/Time Style (Web) field on the Web tab of the AR System User Preference form. For more information about setting preferences on the Web tab, see Web client preferences Open link .
  4. Respond to any questions that the request form might contain.

  5. (Optional) Add an attachment by clicking the Add icon ((plus)).
    You can add up to three attachments to your request.
    After you submit the request, you can view attached files from the following locations:

    • in the Activity Log on the Details tab of the request.

    • Fulfillment application, such as an incident, a change request, or a work order.

    • On the Request Entry console, you can access attachments that are added in other applications as public Work Info attachments.

  6. (Optional) Click Summary to view a summary of the information that you entered.
  7. (Optional) If you are not sure you have all the needed information, click Save as Draft.
    You can submit the request at a later date from the Drafts list. After you save a request as draft, you cannot edit the Requested For user information.
  8. (Optional) If your administrator has enabled the cart, you can click Add to Cart to add the request to the cart.
    You can add multiple requests to your cart and submit them at once.
  9. Click Submit
    Your submitted requests are listed in the My Requests pod of the Request Entry console.

Important

When you use Digital Workplace to submit a request that creates a work order and you add an attachment to the request, the Work Info record is created, but the Notes field is blank. You must manually set the required value for the Notes field.

Submitting a new request by copying a previous request

If you need to create a request that is similar to a previous one that you submitted, use the Request Again function to create a copy of the request regardless of its status. You can modify the copy to create a new request.

When you copy a request, the date and time fields values and questions regarding the date are not copied because they might not be valid for the new request. Similarly, static values, such as options in a list, are not copied if they were revised after the original request was submitted.

When you submit a copied request, the system creates a new request, with a unique Request ID. The new request is available on your My Requests pod.

Important

  • You cannot use the Request Again function for quick launch requests, which open external web sites. For these requests, you do not have any questions to answer and so no data is collected that needs to be copied. To copy a quick launch request, locate the quick launch request either in Popular Requests or by browsing categories. Then select the quick launch request and click Submit.
  • The Request Again function is also not available for service requests created automatically from incidents, changes, and work orders.

To copy a previous request

  1. In the My Requests pod of the Request Entry console, select the request that you want to copy and click Request Again.
    Alternatively, open the request, and on the My Request Detail form, click Request Again.
    The Provide Information form appears. The Required Completion and Expected Completion fields reflect the current date. You can change these values if needed.
  2. Perform one of the following actions:
    • To submit the new request at a later date, click Save as Draft. When you are ready to complete the draft request, click Complete to view and modify the request details.
    • To submit it immediately, click Submit.
    • To submit the request on behalf of another user, click Edit and click Request on Behalf Of at the top of the Provide Information form.

Submitting multiple requests by using the cart

The Request Entry console provides a cart, similar to many e-commerce websites, so that you can add multiple requests to the cart and submit them in a single operation.  For example, you might decide to submit two requests at once: fix your printer and upgrade your computer to the latest version of Microsoft Office.

Important

  • You can create a request on behalf of another user and then add it to the cart, after which the Requested For user can manage the request. However, after the request is added to the cart, the Requested For user information cannot be changed. For more information, see Submitting requests on behalf of other users.

To submit multiple requests by using the cart

  1. On the Request Entry console, open one of the requests you want to submit.
  2. In the request's detail view, click Add to Cart.
  3. To view requests in the cart, click the cart icon.
    The Cart Review window shows information for each request in your cart.
    A yellow warning icon next to a request indicates that the request requires more information from you.
    You cannot submit the cart until you provide all required information for each request in the cart. 
  4. To remove a request from the cart, select it from the list and click Remove Request.
  5. To submit all requests in the cart, click Submit.
    The submitted items appear as requests in the Request Entry console. You can view each one to see the status of your request. 
    If the Submit button is not enabled, one or more of your requests requires a response.

To view requests that were submitted from the same cart

  1. On the My Requests pod, click the name of a request that was submitted from a cart.
  2. In the Request Details window, select a request number from the Requests In Cart list. 
    Information about the request you selected is displayed in the Request Details window.
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