This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Creating process definition templates

This section discusses how to create and use process definition templates.

The following topics are provided:

A process definition template (PDT) is an intermediate object that defines a fulfillment process by relating Application Object Templates (AOTs) to a Service Request Definition (SRD). The two types of PDTs are:

  • Standard PDT: defines the process used to fulfill a specific service request; for example, creating an incident request and a series of change requests for a hard drive upgrade request.
  • Quick Launch PDT: launches the specified URL in another window

PDTs are not directly used by themselves; they are intended for use only with SRDs. Before you can create a SRD, you must create a PDT that specifies the process to fulfill the service represented in the SRD. A PDT can contain one or more AOTs that contain fulfillment application templates. A PDT can also contain one or more conditions that specify when a process begins.

A PDT can be nested inside other PDTs up to six levels.


To create and modify PDTs, you must have Request Catalog Manager permissions.


  • Simplify the design of your PDTs to make them easily reusable. A single PDT can be related to multiple SRDs.
  • Avoid creating too many layers of nested PDTs, to avoid performance problems on the server. 

Use the Process View of the Service Catalog Manager Console to create and manage PDTs.

Defining a PDT

Defining a PDT includes the following steps:

  1. Associate processes and AOTs with the PDT.
    A PDT can contain nested PDTs, up to six levels.


    To avoid performance problems on the server, it is recommended, that you avoid creating too many layers of nested PDTs.

  2. Specify the order in which the processes and AOTs are activated.
    You can order them to run either in parallel (in any order) or in strict sequence (1, 2, 3, and so on). You also add conditions to the PDT to skip sequences, for example, 1, 3, 5, and so on.
    For example, activating a phone line for a new employee might require that the application create the fulfillment requests for the following processes:
    • Verifying the employee's specific details
    • Searching for an available phone number to assign
    • Ordering the phone
    • Activating the line
    • Testing the line
    • Scheduling an appointment for a technician, if necessary
    • Notifying the employee that the service is active

When you have finished defining the PDT, you can verify the sequence of the processes and AOTs in the Process View of the Service Catalog Manager Console.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Shawn Scutchings


    To avoid performance problems on the server, it is recommended, that you avoid creating too many layers of nested PDTs."

    Is there a recommendation of how many layers can be created before we start seeing performance hits?

    Mar 10, 2014 03:48
    1. Catherine Siderine

      Hi Shawn,

      Thanks for your question. You can have up to six PDF levels. However, depending on the number of objects in each PDT, the number of variables, and so on, there could be performance problems before six PDT levels are reached. 

      Have you posted your question in BMC Communities? Other community members might have suggestions based on your proposed design.



      Mar 13, 2014 05:27