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.

Work Order form Best Practice and Classic views

BMC Service Request Management provides the following ways to view the Work Order form:

The system administrator configures the view that users see.

Note

In procedures, if there is a difference between how you do something in the Best Practice view and how you do it in the Classic View, only the Best Practice method is described.

Classic view

The Classic view is provided for customers who are upgrading from earlier versions of the application and who are not yet ready to adopt the Best Practice view.

Best Practice view

The Best Practice view is an improved version of the Work Order form. In this view, the fields most commonly used for resolving and for updating work orders are immediately visible. You can access additional, less frequently used functionality from the tabbed sections of the form or from the links in the navigation pane.

The Best Practice view is the default and is recommended for all Work Order Management users, regardless of their role.

The following table describes the benefits of the Best Practice view of the Work Order Request form in BMC Service Request Management.

Note

In the table that follows, the Navigation pane links are not mentioned if they are available from the Navigation pane in both views, even if the link is accessed from a different group on the Navigation pane.

Benefits to the Best Practice view of the Work Order Request form

Feature

Classic view

Best Practice view

Benefits of Best Practice view

Customer Information
(Requested For)

Fields on Requester tab:

Requested For
First Name
Middle Name
Last Name
Phone Number
Email
Organization
Department
Company

A menu enables you to select company

Fields on Main view:

Company

  • Type ahead
  • Auto-complete / quick search on Enter
  • A menu enables you to select company
    Customer
  • Type ahead (accepting different input like name,e-mail address, and so on)
  • Quick search by typing the first characters of the primary search field. Primary field, which can be set to email address, first name, last name, telephone number, or corporate ID
  • Tooltips display additional customer information including telephone, email, and organization Icon to launch customer search window
  • Quick erase icon

    Note: Clicking the chevron in the upper right corner of this section enables you to show the customer phone and site information for just this work order record.

In the Best Practice view, the fields are displayed in the order in which the information is obtained, which helps you to complete the fields in the correct order. It also reduces the time needed to register a work order, because there is no need to open multiple tabs to complete the registration.

The customers start the customer call by introducing themselves.

The number of fields is reduced but the information is still accessible from tooltips and from opening the customer record.

Terminology is aligned with BMC Service Desk: Incident Management. In BMC Service Request Management 7.6.04 and later, the letters VIP or the word Sensitive appears in bold and red if the customer record is flagged as such.

Contact information (Requested by)

Fields on Requester tab:

Company
First Name
Middle Name
Last Name
Phone Number
Email
Organization
Department
Support Organization
Support Group Name

Field on Main view:

Contact

  • Type ahead (accepting different input like name,e-mail address, and so on)
  • A quick search by typing the first characters or digits of the primary search field. Primary search field can be email address, first name, last name, telephone number, or corporate ID.
  • Tooltip displays additional information
  • Icon to launch customer search window
  • Quick erase icon

    Note: Clicking the chevron in the upper right corner of this section enables you to show and modify the contact phone and site information for just this work order record.

The fields appear in the order in which the information is obtained.

The number of fields is reduced but the information is still accessible from tooltips and from opening the customer record.

Notes (Detailed Description)

Field on Main view:

Detailed Description

Field on Main view:

Notes

The fields are displayed in the order in which the information is obtained.

After identifying themselves, the customers describe their issue in detail.

Terminology (field labels, and so on) is aligned with BMC Service Desk: Incident Management

Template

Available as a link under the Functions menu on left side of the view.

Field on Main view:
Template

  • Type-ahead

In the Best Practice view, templates are available from a field on the Main view to encourage the use of this feature. Using templates reduces registration time and the average incident handling time.

Fields are displayed in the order in which the information is obtained.
After the customer describes the issue, the user can determine whether a relevant template is available.

Note: You can apply templates only when you create a work order request, not when you modify one. BMC recommends that you focus on educating the service desk staff to apply the correct templates during creation. This focus ensures that you leverage the reduction in registration time, specific assignment settings, and the reduction in resolution times.

If the service desk staff do not apply the correct templates during creation of incident requests, offering template application during modification is a workaround that significantly reduces the positive impact that using templates has on an IT organization.

Summary

Field on Main view:

Summary

Field on Main view:

Summary

Fields are displayed in the order in which the information is obtained.

Now that the work order request is understood, it can be summarized, or, in case a template was applied, the summary can be updated if necessary.

Work Order Type

Field on Main view:

Work Order Type

Field on Main view:

Work Order Type

Fields are displayed in the order in which the information is obtained.

After summarizing the request, it is categorized (General or Project).

Request Manager

Fields on Assignment tab:

Support Company
Support Organization
Support Group Name
Request Manager

Field on Main view:

Support Group

  • Type ahead (by way of the support group name)
  • Quick search
  • Hierarchical menu field to select support group

    Request Manager
  • Type ahead
  • Auto-fill of support group, if not had been selected before

Fields are displayed in the order in which the information is obtained.

The number of fields is reduced to improved readability. Information can still be completely specified.

Now that the work order request is summarized, the request manager is specified.

Service

Field on Categorization tab:

Service

Service context widget can be launched to display essential status info about selected service

Field on Main view:

Service

  • View Business Service icon allows to display configuration details of selected service
  • Service context widget can be launched to display essential status info about selected service

This field was moved to the Main view, because the information it contains is considered key information.

Displaying configuration details of selected service allows IT staff to review whether correct the service was selected.

Request Assignee

Fields on Assignment tab:

Support Company
Support Organization
Support Group Name
Request Manager

Field on Main view:

Support Group

  • Type ahead (by way of the support group name)
  • Quick search
  • Hierarchical menu field to select support group

    Request Assignee
  • Type ahead
  • Auto-fill of support group, if not had been selected before

Fields are displayed in the order in which the information is obtained.

After the service is specified, the request assignee can be specified (if manually selected).

The number of fields is reduced to improved readability. Information can still be completely specified.

Status

Field on Main view:

Status
Status Reason

Field on Main view:

Status
Status Reason

Fields are displayed in the order in which the information is obtained.

Priority

Field on Main view:

Priority

Field on Main view:

Priority

Fields are displayed in the order in which the information is obtained.

Vendor

Fields on Assignment tab:

Vendor Group
Vendor Ticket Number

Fields on Main view:

Vendor Group
Vendor Ticket Number

Key fields about references to external tickets were added to the Main view. This was done because they are part of the key information that should be immediately available when reviewing a work order. This also improves consistency with the BMC Service Desk Incident Request form.

Work Info

Fields and table on Work Info tab:

Work Info type
Date
Source
Summary
Details
Attachments
Locked
View Access

Fields and table on Work Detail tab (shown initially):

Notes
First attachment
Additional fields hidden in More Details expand area:
Work Info type
2nd and 3rd attachments
Locked
View Access

Key work order request information includes Work Info entries.

Reduction of fields to enter Work Info entries simplifies user interaction.
 
Using the Notes field and one attachment field and the Add button, you can create multiple Work Info entries prior to saving the ticket. Additional fields are only shown when More Details area is expanded, reducing complexity of the UI.

Usability around Work Info management has been significantly improved, for example, by reducing the number of windows that you must open.

Operational Categorization

Fields on Categorization tab:

Tier 1
Tier 2
Tier 3

Fields on Categorization tab (if configured to be displayed):

Tier 1
Tier 2
Tier 3

  • Type-ahead available for all fields.

Research suggested that most of BMC's customers use the operational categorization fields only sporadically. This means that even when the fields are completed, they cannot be used for reporting, because they are not consistently completed.

Based on this, access to the fields was moved to a tab, which you configure to appear or be hidden, according to your organization's needs.

Note: You can specify the operational categorization values for each template.

Product Categorization

Fields on Categorization tab:

Tier 1
Tier 2
Tier 3
Product Name
Model/Version
Manufacturer

Fields on Categorization tab (if configured to be displayed):
Tier 1
Tier 2
Tier 3
Product Name
Model/Version
Manufacturer

  • Type-ahead available for all fields. Auto-complete and pre-fill available for Product Name

These fields were moved to the Categorization tab, because using the CMDB is a better way to perform grouping, trending, and assignment. This, and wanting to reduce the registration time of new incident request records, means that now the product categorization can automatically be completed based on the product categorization of the related service.

Tasks

Tables on Tasks tab

Tables on Task tab

Space available on the screen to display tasks is bigger, leading to improved usability.

Relationships

Table on Relationships tab

Table and fields on Relationship tab

The Object menu and Search Text field in Create Relationships area simplifies creation of relationships to CIs, work orders, and so on, and reduces the number of windows that open.

There are icons that you click to view related objects and to delete relationships.

Date/System

Available on Date tab

Available on Date/System tab

Blank

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