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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Submitting requests

This topic provides instructions for submitting a request. The following topics in this section provide more details about submitting requests:

You can submit an individual request or add several requests to your cart and submit them in a single operation. If BMC Knowledge Management is available, you can search for articles that might help you to resolve the problem without submitting a request. For more information about Knowledge Base articles, see Using Knowledge Base articles to resolve problems.

To submit a request

  1. Open the Request Entry console and perform one of the following actions to find a request offering:
    • In the Popular view, review the list of popular requests on the console. Click the More link to view additional requests. If there is more than one page, click the Next Chunk or Previous Chunk arrows, or select a chunk from the drop-down list. Mouse over a popular request name to view a description of the request. (In version 8.1.01, mouse over the request name and click the Request Description icon.)

    • In the Browse view, select a category, and then select a request from the Available Requests area. For more information about request categories, see To find requests by category.
    • Enter 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 Service Catalog Manager might have added keywords to simplify your searches.) The search results show only requests that you are permitted to submit. If there are too many results to display on one screen, the user can click more... to display results in chunks.
    • If your administrator has enabled marketing slides, you can submit a request for a service by clicking Request Now on the slide promoting the service.

      Note

      Each option button located at the bottom of the service marketing section represents a marketing slide. Click an option to view the associated slide.

  2. Click the request name.
    The Provide Information form appears. Your contact details, such as your phone number and email address, are filled in for you. Required fields are in bold to help you identify information that you must enter to successfully submit the request. (In some cases, the administrator might have added instructions on how to respond to questions.)
  3. (Optional) Click Edit and update your contact details, such as your phone number and email address.
    If your administrator has allowed you to submit requests on behalf of other users, the On Behalf Of Request icon also appears next to the Requested For field when you click Edit. For more information, see Submitting requests on behalf of other users.
  4. Enter the following information:
    • (Optional) The date when you need the request to be fulfilled. 

      Notes

      • The Required Completion field value cannot be earlier than the current date.
      • 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. The default value for the Expected Completion field reflects the time period needed to fulfill the request. For example, if the IT department requires two days to obtain a monitor for you, the Expected Completion field is set to two days from the date you submitted the request.
    • Answers to questions that have been provided. Depending on your response to a question, the system might display additional questions.
      To use custom date formats in answers to questions in requests, you must enter the custom date/time format on the Locale tab on the AR System User Preferences form. (The administrator can also set the date format.) Both date and time must be included and separated by a semicolon: 
      date;time

      Example

      yyyy/MM/dd; HH:mm

      To use custom date formats 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 Setting the Web tab.

    • (Optional) Attachments, such as an illustration of an office layout or a spreadsheet containing part numbers of items that you need. Click the Add icon to browse to the location of the file on your computer. You can attach up to three files.
      You can view attached files in the Activity Log on the request's Details tab.

      Note

      Attachments are also accessible from the back-end fulfillment application, such as an incident, a change request, or a work order. Conversely, from the Request Entry console, you can access attachments that are added in other applications as public Work Info attachments.

  5. To view a summary of the information that you entered, click Summary.
  6. If you are not sure you have all the needed information, click Save as Draft. The request appears in the list of requests in draft mode. You can submit the request at a later date.
  7. (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. For more information about adding requests to the cart, see Using the cart.
  8. To submit your request, click Submit
    You can also click Request Now from the Request Details page. 

    Your submitted requests are listed in the My Requests pod. Options to perform the following actions are displayed below a submitted request:
    • Details — Select this option to view the request summary and the activity log. Attached files, if any, are listed in the activity log. You can also attach files from the Details tab.
    • Cancel — Select this option to cancel a submitted request.
    • Request Again — Select this option to create a new request from an existing request. For more information, see Copying a request.
    • Complete — This option appears only for draft requests. Select this option to open the request and update the information.

    • Respond — (Version 8.1.01 and later) For requests requiring approval, select this option to respond to requests for more information from an approver. See Responding to approver questions: 8.1.01 and later.

Related topics

Reopening requests

Submitting requests on behalf of other users

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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