This documentation supports the 9.0 version of Service Request Management.

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Creating application templates and application object templates

This topic describes how to create application templates and application object templates, and provides the following information:

Overview

Application templates are used in the creation of fulfillment records that are generated when a user requests a service. Application templates are sometimes called "application fulfillment templates" because they are used with the underlying applications that fulfill their tasks. For example:

  • A work order template is used with the Work Order Management application, which is included with BMC Service Request Management.
  • A change template is used with the BMC Change Management application, which is included with BMC Remedy IT Service Management Suite.
  • An incident template is used with the BMC Incident Management application, which is included with BMC Remedy IT Service Management Suite.

Use application templates to supply default values in fulfillment records, so that the fulfillment records are complete and consistent. For example, work order templates are useful in any work order that follows well-defined methods for specific and repeated requirements — such as Installs, Moves, Adds, and Changes (IMAC). When a user requests a service to upgrade office furnishings, the work order template is used to create a work order with pre-defined company, categorizations, tasks, and assignments — information that is needed to complete the request.

Note

The user's responses to questions and other data mapped from the service request is also used to populate fulfillment records. Values mapped from the service request take precedence over values provided by the application template. See Adding and mapping questions, variables, and service request fields.

Recommendation

You can create as many application templates as needed, but the best practice is to create application templates for routine incidents, standard changes, or work orders that users frequently request.

An application object template (AOT) is a container object for an application template. The AOT definition includes the company, application, and application template. 

You can associate application target data with an AOT, and then map that target data to variables defined in the PDT. Doing so allows you to pass data from a service request to the fulfillment application. For more information, see information about PDT variables and data flow in Creating process definition templates.

You must create an application template first, and then associate it with an AOT. Each AOT can include only one application template, and each application template can be included in only one AOT. When you specify an application template in an AOT, the application template is registered with the AOT. Only an unregistered application template can be added to an AOT.

Notes

  • You must have SRM Administrator permission to create AOTs.
  • Before creating AOTs, see Guidelines for designing services.
  • Quick launch and no-template AOTs do not use application templates. No-template AOTs create the fulfillment request without a fulfillment application template.

Creating application templates

You create application templates for work orders, incident requests, and change requests within their respective applications:

To create an application template for...See...
BMC Work Order Management

Configuring and managing work order templates

BMC Incident Management

Configuring templates

Configuring Incident Management templates

BMC Change Management

Configuring templates

Configuring change templates

Creating AOTs and registering application templates

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Service Request Management > Application Configuration > Define Application Object Template, and click Open.
  3. Enter the following information in the Application Object Template form:

    Field

    Description

    Locale (optional)

    To display the application object template in a different locale, you must first create and save the template. For more information about localizing AOTs, see Localizing AOTs.

    You can deliver localized AOTs for use with PDTs, simultaneously, in multiple languages with different formatting. Here you are creating the initial set of display properties in the AOT, based on the locale that you specify (for example, fr_FR). If English is the only locale installed, this field is not available.

    Company

    Specify the company connected with this AOT.

    Type

    Specify the type of AOT. You can select from the following types:

    • NO TEMPLATE — AOT does not use an application template to create the fulfillment request. You can include target data.
    • Quick Launch — Launches a URL in another window and completes the service request for tracking purposes. Using a quick launch AOT with an SRD does not require approval. Quick launch AOTs do not use application templates.
    • TEMPLATE — AOT uses an application template with pre-defined values. You can include target data. You cannot use this option when you select the Global company.

    Name

    Enter a descriptive name of the AOT.

    End User Displayed Name

    Enter a name of the AOT for users to appear at runtime in the Request Entry console when you view the Process Details of the service request.

    Summary

    Enter a descriptive summary of the AOT.

    App Registry Name

    Select BMC Change Management, BMC Incident Management, or Work Order Management.

    Note: Not all the items that appear in the menu are eligible.

    Template Name

    Registers an application template with this AOT when the form is in New mode. The name of the unregistered template is entered in the field. After registering the template, you have locked the AOT to that template.

    Note: You can select only application templates that have not yet been registered.

    Status

    Select the AOT's status.

    URL

    The URL field becomes activated when you select the Quick Launch type. Enter the URL needed to launch the window.

  4. From the Template Name field, click Select to register an application template with this AOT.
    The Register Application Template form appears.
    When you create an application template (for example, a work order template), you can register it with an AOT. The pre-set values in the application template in associated with the AOT. When you include the AOT in an SRD, the pre-set values are used to create the fulfillment requests when the SRD creates a service request.

    Note

    Application templates must be created by the registered fulfillment application before you can register them with BMC Service Request Management. For more information about change and incident templates, see Creating application templates.

  5. Select an unregistered template from the list, and click Register.
    The Register Application Template dialog box closes, and the name of the application template appears in the Template Name field.
    The application template becomes registered with the AOT when you save your changes.

    Note

    Application templates can be registered only once, and you can include only one application template for each AOT.

    If you receive an error message (ARERR 9280), make sure that the server name in the mid tier configuration matches the server name used by the CAI application registry. BMC recommends using fully-qualified names.

  6. Click Add Target Data.
  7. From the Available Target Data table, add target data fields to the AOT.
    Add target data based on the design and purpose of the AOT and related PDTs. 
  8. In the list of target data, define a default value for the target data in the Default Value field.
    For example, you can configure that the Customer Name field with a prepopulated value ($USER$ ) appears on the SRD. You can also add hidden fields to the SRD, with prepopulated values.
    Even if the target data is not exposed, you should provide default values, so that the correct target data is provided. An attempt to create a work order from the SRD will fail if the required fields do not have the correct values entered (for example, if the Summary field is left empty).
  9. In the Exposed field, select Exposed to expose the field to the PDT.
  10. Click Save.
    When the Service Catalog Manager associates the AOTs to the PDT, this action rolls up the target associated with the AOT to the PDT.
  11. Save the AOT.
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