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.

Viewing information on the Request Entry console

The Request Entry console displays the following information:

Note

If you are using Microsoft Internet Explorer 8, to ensure that the browser displays image slides correctly, navigate to Tools > Developer Tools and set Browser Mode to Internet Explorer 8 and Document Mode to Internet Explorer 8 Standards.

In addition, the menu bar at the top of the page shows links and icons for:

  • Broadcasts — Click this link to view broadcast announcements from your company. The Broadcasts popup is configured in User Preferences. For more information about broadcasts, see Setting Request Entry console preferences.
  • Cart — Click this icon to view or add requests for submission. For more information about the shopping cart, see Using the cart.
  • Home — Click this icon from any screen on the Request Entry console and select the home page you want to view: SRM Home Page (for the Request Entry console home page) or IT Home Page (for the IT Overview Console page).
  • Question mark (Help) — Click this icon to view the following options.
    • Help — Click this link to view online help.
    • Give Feedback — Click this option to submit your comments and suggestions about the Request Entry console to the administrator. For more information, see Providing feedback on the Request Entry console
    • Complete Survey — Click this option to respond to surveys. For more information about surveys, see Submitting a request survey.
  • Gear (Settings) — Click this icon to view the following options:
  • Down Arrow (Logout) — Click this icon to log out of the Request Entry console.

Slide show

If the administrator has configured service marketing slides, you will see description and images of services and other IT initiatives that your company is promoting. You can request a promoted service directly from the service marketing area. For more information about submitting requests, see Submitting requests.

Popular Requests

This selection lists popular requests in your organization. These requests are added automatically, based on how many times users submits a request during a specified period of time. The maximum number (default is 10 if the marketing pod is enabled, and 15 if the marketing pod is disabled ) and the length of the time period (default is a week) is configurable by the application administrator. From this list, you can select a request with a single click.

Popular Articles

This is a list of the most popular Knowledge Base articles that are used to troubleshoot problems. This list appears only if the administrator has installed BMC Knowledge Management. Click an article to view it in a separate window. If none of the listed articles address your issue, enter a keyword in the Search field to find articles on a specific topic. For more information about Knowledge Base articles, see Using Knowledge Base articles to resolve problems.

The Search field enables users to find matching requests and Knowledge Base articles in the Request Entry Console by using the type ahead functionality.  When the user begins to type in the Search field, the application displays suggestions in a type-ahead list below the Search field. The user can select a suggested keyword, or continue to enter the keyword in the Search field. Clicking the Search (magnifying glass) icon displays records that match the search keyword. If there are too many results to display on one screen, the user can click more... to display results in chunks.

Notes

  • The Search field in the Request Entry console is not the same as the Global Search field in the Work Order Console and the ITSM Home page.
  • You must use a wildcard (%) in the Search field to extend the search for word stems, such as "ed," "s", and "ing," because word stems are not automatically included. For example, a search for "host" will find matches for "host," while a search for "host%" will find matches for "hosts, hosted, or hosting."

My Requests

This is a list of requests that you submitted and, if any, requests that were submitted on your behalf by another user. By default, the system shows requests that are in the Open or Draft status, along with their request ID, submitted date, and status. You can filter the list of requests that is displayed by choosing an option from the Show drop-down list. See Viewing and managing your requests.

Note

Information displayed about requests might not be current. For example, a request might have been approved after it was displayed in the list, so its status is no longer Waiting Approval.

To see the most current information, refresh the list of requests by performing a search or by selecting an option from the Show list.

This is a list of hyperlinks to internal and external websites, such as a link to a request catalog on a website. These links display only if the administrator has configured them for your company. For information about configuring quick links, see Configuring quick links.

Favorites

This link displays a list of requests that you marked as your favorites on the Categories page. You can submit a request, add to cart, or remove a request from your Favorites list from the BMC Service Request Management home page. For more information about adding requests to the Favorites list, see Managing your list of favorite requests.

Categories

The Browse button links to request categories that are available to you. When you select a category, you can view the list of requests grouped under it. For more information about request categories, see Selecting requests from categories.

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.

Comments

  1. Sabine Gruber

    Hi,

    i have a question regarding "Approvals — Click this link to view a list of individuals who must approve your requests. ":

    When a "normal requester" clicks this they see only an empty list and not the approvers who have to approve his/her request.

    only when a manager/approver clicks this, they see the approvals that they should handle.

    so could it be that the explanation of this menu item is not correct? but maybe i don't understand the point. thanks for explaining.

    sabine

    Feb 19, 2014 12:39
    1. Catherine Siderine

      Hi Sabine,

      Sorry for the delay, but I have updated the information about the Approvals link.

      Regards,

      Cathy

      Aug 12, 2014 05:30
  2. Catherine Siderine

    Hi Sabine,

    Thanks for your comment, there does seem to be a problem with the documentation. The link opens Approval Central, and then what you do in that console depends on your role.

    I will follow up on this with the team on this, and then make changes so that it's more explanatory.

    Regards,

    Cathy

    Feb 21, 2014 03:45
  3. Andrej Kajzer

    We would like to offer SRM to our end users (external). We would like to configure that bellow link is not visible on Home button:

    • IT Home Page

    Can be done not with configuration or we need to customize? I am referring to this explanation in docs:

    • Home — Click this icon from any screen on the Request Entry console and select the home page you want to view: SRM Home Page (for the Request Entry console home page) or IT Home Page (for the IT Overview Console page).
    Dec 17, 2014 04:22
    1. Catherine Siderine

      Hi Andrej,

      Thanks for your question. I have forwarded it to someone on the team who might be able to help. Have you also tried researching your question in BMC Communities? Someone there might have some experience with this.

      Regards,

      Cathy

      Dec 23, 2014 06:21
    1. Catherine Siderine

      Hi Andrej,

      I was looking in this section of the documentation, where there are several topics about configuring the Request Entry console, but I don't see any option for configuring the IT Home Page Link:

      https://docs.bmc.com/docs/display/public/srm81/Working+with+the+Request+Entry+console

      Regards,

      Cathy

      Dec 23, 2014 06:35