This documentation supports the 9.0 version of Service Request Management.

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

Creating a standard SRD

The standard SRD must include the following features:

  • Standard request type — The service catalog is typically a comprehensive set of requestable standard services.
    You can also create a quick launch SRD, which adds URLs to the catalog. This type of SRD does not require approval.
  • Defined integration to the fulfillment application — For example, a work order or a change template.

Complete the information required on the Service Request Definition form to submit it for approval. Bold field labels indicate that a value is required. However, the more information you provide, the greater the chances are that the SRD will not be rejected as pending further information.

Best practice

The text that you specify for the SRD title, description, and instructions must fit into the space allowed in the UI. Since strings of text are wrapped at spaces, BMC recommends that you consider the length of each word, the word spacing, and the available UI space to make sure that the text wraps properly. Make sure that you also consider the length of any text that is localized. 

For example, if the title is very long and has no spaces, then it will display as ellipses (...) in the My Requests pod. If you add a space, then part of the title will be displayed before the ellipses.

Starting in version 8.1.02, if the total length of the title (including spaces) is more than 40 characters, then it will display as ellipses (...) in the My Requests pod.

Tip

For a complete list of topics about creating SRDs, see Creating service request definitions: Basic configuration.

To create a standard SRD

  1. Open the IT Home Page, and select Service Request Management > Service Catalog Manager Console.
  2. Click Console Focus in the left navigation pane, and click Request Definition.
  3. Click Create in the Request Definition View in the Service Catalog Manager Console.

    Note

    Some of the fields in the Service Request Definition form are prefilled — for example, the Status is set to Draft. The Service Request Definition ID is generated automatically when the SRD is saved.

    In the Draft state, a yellow stoplight appears in the Service Request Definition form above the Status field. The yellow stoplight alerts you that the SRD is Pending (that is, the SRD is not Deployed or not Online).

  4. Complete the following fields at the top of the window:

    Field name

    Description

    Version

    (Optional) Define the version level of the SRD, as you manage the development, test, and production life cycle, for example, 00.80 for Beta, or 01.00 for first roll out to customers.

    Company

    Specify the company the SRD is tied to. The user must belong to this company to see the SRD. If the SRD is Global, all users have access to it.

    Note: If guest users must be able to access the SRD, select Global.

    Locale

    (Optional) Specify the locale to deliver the SRD in the language that is the most useful to your users. You can deliver localized SRDs to different users, simultaneously, in multiple languages with different display properties. See Localizing SRDs.

    Title

    Enter a descriptive title for the SRD record.

    Note: The use of HTML entities, such as &gt; for >, and &lt; for <, is not supported.

    Level

    (Optional) Select the service level for the SRD, for example, Gold, Silver, or Bronze. The Service Request Management administrator configures these levels for you. See Defining service targets for an SRD.

    Description

    Enter a detailed description of the SRD. Only 255 characters can be shown in the Request Entry console. Any text greater than 255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The content appears in the Description field when requesters access the SRD. See Adding hyperlinks in an SRD.

    If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text (&gt; for >, and &lt; for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is included in a URL, and will not display the string enclosed within the tags. For example, "This is a <hardware> request" will display as "This is a request".

    Note: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use the HTML tag <br> to specify a line break.

    Warning: The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>, in the Description field of SRDs is not supported.

    Keywords

    (Optional) Enter aliases (keywords) used to search for SRDs in the Request Entry console. Requesters can enter these keywords when they search for services in the Request Entry console.

    You can enter up to 254 characters. Separate keywords by using commas, semicolons, or spaces.

    Note: Only include words that are not found in the SRD title and description, as those fields are already included in searches.

    Status

    The status is set to Draft.

    Note: Leave the Status set to Draft until you are ready to submit the SRD record for approval.

    Status Reason

    (Optional) Define why an SRD is in its state. Status reasons are specific to the SRD state. For example, the only choice you can enter if the SRD is in the Pending state is More Information. Leave this field blank until you are ready to submit the SRD record for approval.

    Instructions

    (Optional) If the SRD contains questions that requestors must answer, you can add instructions on how to respond to them. Users can view the instructions when they open the Service Request form to request the service. Click Instruction to enter the text in the Instructions dialog box. Add an image, as explained in Adding an image to the Instructions field. You can also enter any value that browsers can read. For example, you can enter the URL to your company's website or to a form located on the web. See Adding hyperlinks in an SRD.

    If you do not define any instructions in the SRD, the Instructions field does not display in the Service Request form. You can also add instructions for a specific question when you add questions to the SRD. See Adding and mapping questions, variables, and service request fields.

    Navigation Categories — Category 1

    Define the SRD record by selecting its Category 1 type (for example, Hardware).

    Navigation Categories — Category 2 and Category 3

    (Optional) Further define the SRD record by selecting category tiers 2 and 3.

  5. Complete the fields on the Definition tab:

    Section

    Field name

    Description

    SRD Details

    Request Type

    Select Standard. The Standard request type must be linked to a standard type PDT. A standard PDT contains processes that result in the instantiation of fulfillment requests. See Creating a standard PDT.

    Advanced Interface Form

    (Optional) Select an alternate set of questions to appear in the Request Entry console. See Creating and using advanced interface forms.

    Process Template

    (Optional) Specify the PDT to include with the SRD. You can also associate questions with the SRD.

    Note: A standard SRD requires a standard PDT, and quick launch SRD requires a quick launch PDT. See the following topics:

    SRD Details (continued)

    Reopen Request

    (Optional) Select Reopen Fulfillment Process or Create New Work Order.

    • Selecting Reopen Fulfillment Process:
      • Restarts the previous fulfillment process, if the process resulted in only one process step, such as a single incident or change request, that has not been closed. If the request is closed, a work order is created. If the status of the fulfillment request is "resolved", the request is reopened.
      • Creates a Work Order, if the process resulted in multiple process steps, such as a combination of a change request and a work order in sequence.
    • Selecting Create New Work Order always creates a Work Order.

    Expected Cost

    (Optional) Cost budgeted for this SRD. Cost can be linked to service targets.

    Price

    (Optional) Actual price of this SRD. To select a currency other than the default currency that appears in the Price field, select a currency from the Price field's drop-down list. This is the currency that appears on the Request Entry console and the service request. When a user submits a request from a Delivery SRD, the service offering price is passed to the fulfillment application. If the request is added to the cart or saved as a draft, the administrator for the Atrium Service Catalog can change the price in the Atrium Service Catalog, and the price is reflected on the SRD. After the request is submitted, the price can no longer be changed.

    Note: For consistency, make sure that the currency for the price in the SRD and the corresponding service offering (in the Atrium Service Catalog) are the same. If service requests in the cart on the Request Entry console are shown with different currencies from each other, the total price is calculated based on the currency ratios. For information about configuring currency ratios, see Currency exchange ratios.

    Turnaround Time

    (Optional) Define turnaround time for this SRD in Hours, Days, Months, or Years. Turnaround time is used to calculate the expected completion date of any Service Request that you create from the SRD. The Required Date field is populated automatically.

    However, if you set a value of 0 with any time unit, you will have to manually enter a value in the Required Date field when you create a new Service Request from the SRD.

    Note: To calculate the expected completion date accurately, business hours and holidays must be configured. For information about configuring business hours and holidays, see Configuring business hours and holidays.

    Account Number

    (Optional) Enter an account that this SRD will be billed against, for example, Accounting or IT.

    SRD Details (continued)

    System Request

    (Optional) Select Yes to show this SRD as a Popular Service on the Request Entry Console. For more information, see Defining popular services.

    Request Catalog Manager

    Company

    Select the catalog manager's company from the list. You use this field with SRD approvals. See Configuring approvals for SRDs and requests.

    Name

    Select the catalog manager's full name from the list. You use this field with SRD approvals. See Configuring approvals for SRDs and requests.

    Effective Dates and Times

    Start Date

    (Optional) Enter the date that this SRD goes online. After the SRD is approved and deployed, it becomes available online after the date you enter here. See Deploying SRDs.

    End Date

    (Optional) Enter the date that this SRD is no longer available. The SRD record automatically changes to an Expired Offering status after the end date is reached. You can always reset this end date when it reaches the Expired state.

    Customer

    First Name

    (Optional) Use auto-fill to enter the SRD customer's first name. Press Enter to view additional information about the customer.

    Last Name

    (Optional) Use auto-fill to enter the SRD customer's last name. Press Enter to view additional information about the customer.

    Service Catalog Information

    Service

    (Optional) Select an Atrium Service Catalog service to which you want to link the SRD. Click the Search Catalog icon to open the Atrium Service Catalog and create a new service. Click the Search icon to open the CI Relationship Search form, and search for a service. If you do not select a service, the default global service is applied after you save the SRD.

    Note: When you create an SRD, a requestable offering is automatically created in Atrium Service Catalog. For more information, see How service request definitions are related to Atrium Service Catalog.

    Service Catalog Information (continued)

    Service Offering

    (Optional) Select an Atrium Service Catalog service offering to which you want to link the SRD. If you do not select a service and service offering, the default global service and service offering are applied after you save the SRD.

    Offering Type

    Select the type of offering for the service:

    • Delivery — The SRD (Requestable Offering) is used to activate the Service Offering (for example, initially setting up the equipment to use a phone service). Users pay an activation fee only once. You can have only one Delivery SRD for each service offering.
    • Transactional — An SRD (Requestable Offering) used to make a request which is associated with a Service Offering (for example, phone service, internet, and so on), or an SRD used to make any other request. You can have multiple Transactional SRDs for each service offering.

      Note: Each Transactional SRD can be related to multiple service offerings. If you select a new service offering and save the SRD, the previous service offering relationship is not deleted. Instead, the new service offering is added to existing relationships, although you cannot see the multiple relationships from this form. You must administer your Transactional SRDs as request actions in the Atrium Service Catalog.

    Create Business Process

    (Optional) Works with the Service field if you properly configured the SRM Request Definition Settings form. See Setting options in the Service Request Definition Settings form. If the Create Business Process check box is selected (the default) and you have related a service CI to the SRD, the SRD automatically creates the process that works with the service CI.

  6. In the Process Template field, enter a PDT.
    See Adding a PDT to an SRD.
  7. Map questions and variables to the SRD.
    See Adding and mapping questions, variables, and service request fields.
  8. Click the Service Requests tab, and set the approvals for the service request that the user will submit from this SRD.
    See Configuring approvals for SRDs and requests.
  9. (Optional) Configure entitlement for the SRD.
    See Configuring entitlement.
  10. (Optional) Click the Work Info tab, and enter work information for the SRD.
    See Adding work information and attachments to SRDs.
  11. (Optional) Click the Approvals tab, and set approvals for the SRD.
    See Defining approvals in an SRD.
  12. Click Save.
    The SRD is created in Draft status. You cannot move the SRD to a different state (for example, Pending or Deployed) until you define a start date and the SRD is approved.
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