This documentation supports the 9.0 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Configuring after installation

This section discusses configuring BMC Service Request Management application after installation. 

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).

Basic 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

Configuration topics in this section

The following topics are included in this section:

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Comments

  1. Nuno Correia

    Hi,

     

    the link on the Basic Steps Configuration, "Performing a standard configuration" is dead. Can you please fix it?

     

    Thanks in advance

    npc

    Mar 17, 2016 09:24
    1. Catherine Siderine

      Thanks, Nuno! I fixed it.

      Regards,

      Cathy

      Mar 18, 2016 01:26