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.

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Creating service request definitions - Quick Start

To create a service request definition (SRD), complete the following steps:

Step

Reference

1. Verify that the navigational categories, application template (optional), and the AOT are configured.

2. Open the Service Catalog Manager Console.

Opening application consoles

3. Use one of the following methods to create the SRD:

  • Use the service request definition form (the "traditional" method).
  • Use the Service Request Designer.

    Note: The Service Request Designer is a simple wizard that creates basic SRDs, with minimal or no training required. Users can make new services available in minutes, but you can still use the "traditional" method to create SRDs.

4. Select one of the service request definition (SRD) types:

  • Standard SRD
  • Quick Launch SR

    Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD.

5. Associate the SRD with one of the following types of PDT:

  • Standard PDT
  • Quick Launch PDT

    Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD.

6. Add questions, text, or service request fields to the SRD.

Note: This is not applicable for quick launch SRDs and product ordering SRDs.

Adding and mapping questions, variables, and service request fields

7. (Optional) Configure autofill response to trigger when users open the Provide Information form to submit a request, or when they perform a specific action in the console.

Autofilling responses in an SRD

8. (Optional) Set approvals for the service request.

Configuring approvals for service requests

9. (Optional) Add entitlements to the SRD.

Configuring entitlement

10. (Optional) Add work information for the SRD.

Adding work information to SRDs

11. (Optional) Define SRD approvals.

Note: This is not applicable for quick launch SRDs.

Configuring approvals for SRDs

12. (Optional) Define service targets for the SRD.

Note: Service targets are available only if you have BMC Service Level Management installed.

Defining service targets for an SRD

13. (Optional) Add a business service to the SRD.

Adding a service CI to an SRD

14. (Optional) Add a survey to the SRD.

Adding surveys to an SRD

15. (Optional) Localize the SRD.

Localizing SRDs

16. Deploy the SRD to make it available in the Request Entry console.

Deploying SRDs

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