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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Getting started

This section discusses standard configuration of the application and describes the Application Administration console. The following topics are provided:

Configuration prerequisites

Before you begin configuring the product, verify that the following configuration prerequisites are met:

  • You have a BMC Remedy AR System Write license and an application license.
  • You have a basic knowledge of BMC Remedy AR System administration tasks.
  • You have a basic understanding of performing common configuration tasks using the Application Administration console (for example, logging into the IT Home Page, defining users in the People form, and so on).

Configuration steps

To apply the basic level of BMC Service Request Management configuration, perform the steps listed in the following table:

Action

Where to begin

For more information

1. Configure your company or organization

Perform standard configuration of your company or organization (such as People, Company, Location, and Site information).

Note: If you have already have performed this step in BMC Remedy ITSM, you can ignore this step, except for creating assignment routing for the application, which is described later in this section.

From the Application Administration console, click the Standard Configuration tab.

Configuring companies

Performing a standard configuration

2. Define users

Define the application administrator.

From the Application Administration console, click the Standard Configuration tab. Then, select the Create link for People.

Defining the application administrator

Define the support staff with appropriate privileges.

From the Application Administration console, click the Standard Configuration tab. Then, select the Create link for People.

Roles and permission groups in BMC Service Request Management

Creating support groups

Adding support staff

3. Configure settings for BMC Remedy Mid Tier

Configure the Application Settings form with the mid tier path.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Advanced > Application Settings.

Configuring mid tier and multi-tenancy settings

Verify that the mid tier URL needed to identify the DVF components is correct. This step is necessary to make sure that, for example, the Request Entry console shows navigational categories correctly.

From the AR System Administration console, select System > General > Server Information.

Configuring the mid tier to view DVF fields

4. Create the application template

Create application templates with pre-configured values.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Work Order > Work Order Template.

If BMC Remedy ITSM applications are installed, you can create a change request template and incident request template:

  • Select Change Management > Template > Template.
  • Select Incident Management > Template > Template.

Creating application templates and application object templates

Creating work order templates

Creating templates

5. Configure navigational categories

Create navigational categories, including descriptions and images.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Navigational Categories > Category Management.

Configuring navigational categories

View, modify, or create images.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Request Entry Management > Service Request Image Configuration.

Configuring service request images

6. Prepare settings, questions, levels, and images for SRDs

Define default behavior of SRDs.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Advanced > Service Request Definition Settings.

Defining service request definition settings

Define the questions to use with SRDs.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Application Configuration > Define Questions Library.

Note: You can also define questions when you create an SRD.

Creating questions to use with SRDs

Define SRD levels.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > SRD Level > SRD Level.

Defining SRD levels

Relate images to SRDs that appear in the Request Entry console.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Request Entry Management > Service Request Definition Image Management.

Configuring service request images

Configure survey questions for requesters.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Advanced > Survey Configuration.

Configuring survey questions.

7. Configure miscellaneous items

Define default behavior for surveys.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Advanced > Preferences.

Defining behavior rules for surveys

View or modify HTML definitions.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Advanced > Service Request HTML Configuration.

Configuring service request HTML definitions

Update the default Preference record for the Request Entry console.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Request Entry Management > Default Console Preference.

Defining default Request Entry console preferences

View, modify, or create search exclusions.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Request Entry Management > Service Request Search Exclusion String.

Configuring service request query exclusions

(Optional) Configure the "classic view" of the Work Order console.

From the Application Administration console, click the Custom Configuration tab. Then, select Foundation > Advanced Options > View Selection Framework - Deploy View.

Work Order form Best Practice and Classic views

8. Configure work order templates and rules

Modify or delete work order templates.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Work Order > Work Order Template.

Modifying or deleting work order templates

Configure work order rules.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Work Order > Rules.

9. Configure service target defaults (applies only if BMC SLM is installed)

Modify default service target templates.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Service Level Management > Service Target Defaults.

Configuring service targets

10. Configure approval process and mappings

Define approvals for each phase in the business process for a company or category.

From the Application Administration console, click the Custom Configuration tab. Then, select Foundation > Advanced Options > Approval Process Configuration.

Setting up approval processes for your company

Map the BMC Service Request Management approval processes to individuals and groups for an organization.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Approval > Approval Mappings.

Creating approver mappings

11. (Optional) Configure assignment

Create group assignment routing for BMC Service Request Management.

From the Application Administration console, click the Custom Configuration tab. Then, selectFoundation > Configure Assignment > Configure Application Assignment.

Configuring automatic assignment events

Create individual assignment routing for BMC Service Request Management.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Work Order > Rules.

Configuring automatic assignment rules for individuals

Note: You must configure the Service Request Assignee, Work Order Manager, and Work Order Assignee.

12. (Optional) Configure entitlement

(Optional) Create entitlement groups.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Entitlement > Entitlement Group Management.

Creating entitlement groups

Create people entitlement rules.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Entitlement > Entitlement Management.

Creating people qualifications

Add service request definition qualifications for entitlement.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Entitlement > Entitlement Management.

Creating SRD qualifications

(Optional) Validate users.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Entitlement > Entitlement Management.

Validating user entitlement to SRDs

(Optional) Configure on-behalf-of definition rules for users.

Note: On-behalf-of definition rules can also be used for service requests, even if entitlement is not enabled.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Entitlement > On Behalf Of Management.

Creating on-behalf-of definition rules

13. Define an AOT


Define an AOT.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Application Configuration > Define Application Object Template.


Defining application object templates

14. Create a PDT


Create a PDT.

From the Service Catalog Manager Console, select Focus > Process.

Creating a standard PDT

15. Create an SRD

Create a SRD and deploy it.

From the Service Catalog Manager Console, select Focus > Request Definition.

Creating service request definitions

After you deploy the SRD, it automatically appears in the Request Entry console. Users can then submit requests for the services available to them.

Note

To localize services, you must localize all components, such as AOTs, PDTs, and SRDs, separately. You can localize AOTs, PDTs, and SRDs when you create them.

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.

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