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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.
BMC Service Request Management 8.1 Using

Using the Service Request Coordinator Console

Service request coordinators use the Service Request Coordinator Console to plan, coordinate, and track requests. The coordinators also have access to the Request Entry console and the Approval Console.

Following are typical service request coordinator activities:

  • Monitoring the current number of requests that require attention, are late, require approvals, have errors, or are still open.
  • Creating requests on behalf of other users
  • Reviewing the approval cycle of requests
  • Troubleshooting requests

If there are problems with a request, in 8.1.01 and later versions, the user can click Contact Coordinator in the request details to send an email message to the service request coordinator to monitor or expedite the situation.

By default, the rules of the fulfillment applications use the round-robin process to assign a member of the support group as the service request coordinator for a request. For more information, see Configuring automatic assignment rules for individuals.

This section describes how to use the Service Request Coordinator Console. The following topics are provided:

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.

Last modified by Catherine Siderine on Sep 03, 2015
service_request_coordinator_console consoles using

Comments

  1. Kelly Logan

    "By default, the rules of the fulfillment applications use the round-robin process to assign a member of the support group as the service request coordinator for a request. For more information, see Automatic assignment methods."

    Is there an option other than default? If this is a configurable option, it would be useful to know how to configure it. If it is not configurable, then "By default" should be removed for clarity so customers know changing this would be a customization.

     

    Jun 23, 2015 08:19
    1. Catherine Siderine

      Hi Kelly,

      Thanks for your question, and sorry for the delayed response. You can configure the assignment method as explained in Configuring automatic assignment rules for individuals. I have updated the link above.

      Regards,

      Cathy

      Sep 03, 2015 06:58

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