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 requests from fulfillment applications

You can configure fulfillment applications so that fulfillment requests generate service requests. Doing so allows end users to view information about fulfillment requests, such as activity log entries, within the context of service requests. For example, when a service agent creates an incident, change request, or work order on the backend, a service request is also created, and the end user can open the service request from the Request Entry console.

The application ships with three system Service Request Definitions (SRDs) to support the reverse creation of requests from fulfillment applications. Each SRD comes with its corresponding system Process Definition Template (PDT) and Application Object Template (AOT). For information about SRDs shipped with the application, see System SRDs shipped with the product.

Notes

Since work orders do not include Impact and Urgency fields, the service request is created with a default value of Medium for Impact and Urgency. Service request notifications include the Medium value for Impact and Urgency, but not the Priority value from the work order.

This topic provides the following information:

Work order and service request status comparison

The following table compares the relationship of work order status values to service request status values:

Work order status
(WOI:Work Order form)

Work order status
reason

Service request status
(SRM:Request form)

Service request status
reason

Assigned

Initial Status

Initiated

Not applicable

Assigned

Awaiting Request Assignee

 
Initiated Not applicable 

Pending

Client Hold

Pending

Not applicable

PendingClient Additional Information RequestedPendingNot applicable
PendingClient Action RequiredPendingNot applicable
PendingSupport Contact HoldPendingNot applicable
PendingLocal Site Action RequiredPendingNot applicable
PendingPurchase Order ApprovalPendingNot applicable
PendingSupplier DeliveryPendingNot applicable
PendingThird Party Vendor Action ReqdPendingNot applicable
PendingInfrastructure ChangePendingNot applicable

Waiting Approval

Not applicable

In Progress

Not applicable

Planning

Work not started

In Progress

Not applicable

In Progress

Not applicable

In Progress

Not applicable

Completed

Successful

Completed

Successful

Completed

Successful with Issues

Completed

Successful

Rejected

Not applicable

Cancelled

By Provider

CancelledCancelled by RequesterCancelledBy Provider
CancelledCancelled by SupportCancelledBy Provider
ClosedCustomer CloseCompletedSuccessful
ClosedSystem CloseCompletedSuccessful
ClosedSystem Close with IssuesCompletedSuccessful

Change request and service request status comparison

The following table compares the relationship of change request status values to service request status values:

Change request status
(CHG:Infrastructure
Change form)

Change request status
reason

Service request status
(SRM:Request form)

Service request status
reason

Draft

Initiated

Not applicable

Request for Authorization

In Progress

Not applicable

Request for Change

In Progress

Not applicable

Planning in Progress

In Progress

Not applicable

Planning in Progress

Accepted

In Progress

Not applicable

Planning in Progress

Assigned

In Progress

Not applicable

Planning in Progress

Built

In Progress

Not applicable

Scheduled For Review

In Progress

Not applicable

Scheduled For Approval

In Progress

Not applicable

Scheduled

In Progress

Not applicable

Implementation In Progress

In Progress

Not applicable

Implementation In Progress

In Verification

In Progress

Not applicable

Implementation In Progress

In Rollout

In Progress

Not applicable

Implementation In Progress

In Development

In Progress

Not applicable

Implementation In Progress

In Test

In Progress

Not applicable

Implementation In Progress

In Build

In Progress

Not applicable

Implementation In Progress

In Rollback

In Progress

Not applicable

Implementation In Progress

In Documentation

In Progress

Not applicable

Pending

Vendor Purchase

Pending

More Information

Pending

Support Group
Communication

Pending

More Information

Pending

Task Review

Pending

More Information

Pending

Miscellaneous

Pending

More Information

Pending

Future Enhancement

Pending

More Information

Pending

Approval Error

Pending

More Information

Pending

Manager Intervention

Pending

More Information

Rejected

Cancelled

By Provider

Rejected

Insufficient Task Data

Cancelled

By Provider

Rejected

Insufficient Change Data

Cancelled

By Provider

Rejected

Schedule Conflicts

Cancelled

By Provider

Completed

Completed

Successful

Completed

Final Review Complete

Completed

Successful

Completed

Final Review Required

Completed

Successful

Completed

Additional Coding
Required

Completed

Successful

Closed

Completed

Successful

Closed

Successful

Completed

Successful

Closed

Successful with Issues

Completed

Successful

Closed

Unsuccessful

Completed

Successful

Closed

Backed Out

Completed

Successful

Closed

Automatically Closed

Completed

Successful

Cancelled

Cancelled

By Provider

Cancelled

No Longer Required

Cancelled

By Provider

Cancelled

Funding Not Available

Cancelled

By Provider

Cancelled

To Be Re-Scheduled

Cancelled

By Provider

Cancelled

Resources Not
Available

Cancelled

By Provider

Cancelled (by user)

Cancelled

By User

Incident and service request status comparison

The following table compares the relationship of incidents status values to service request status values:

Incident status
(HPD:Help Desk form)

Incident status
reason

Service request status
(SRM:Request form)

Service request
status reason

New

Initiated

Not applicable

Assigned

Initiated

Not applicable

In Progress

In Progress

Not applicable

Pending

Local Site Action Required

Pending

More Information

Pending

Purchase Order Approval

Pending

More Information

Pending

Registration Approval

Pending

More Information

Pending

Supplier Delivery

Pending

More Information

Pending

Support Contact Hold

Pending

More Information

Pending

Third Party Vendor Action Reqd

Pending

More Information

Pending

Client Action Required

Pending

More Information

Pending

Infrastructure Change

Pending

More Information

Pending

Request

Pending

More Information

Pending

Future Enhancement

Pending

More Information

Pending

Pending Original Incident

Pending

More Information

Pending

Client Hold

Pending

More Information

Pending

Monitoring Incident

Pending

More Information

Pending

Automated Resolution Reported

Pending

More Information

Resolved

Future Enhancement

Completed

Successful

Resolved

Monitoring Incident

Completed

Successful

Resolved

Customer Follow-Up Required

Completed

Successful

Resolved

Temporary Corrective Action

Completed

Successful

Resolved

No Further Action Required

Completed

Successful

Resolved

Automated Resolution Reported

Completed

Successful

Closed

Completed

Successful

Closed

Infrastructure Change Created

Completed

Successful

Closed

Automated Resolution Reported

Completed

Successful

Cancelled

Cancelled

By Provider

Cancelled

No longer a Causal CI

Cancelled

By Provider

Cancelled (by user)

Cancelled

By User

To generate a request from a fulfillment application

The following example uses Work Order Management. The procedure is similar for BMC Incident Management and BMC Change Management. For more information, see Configuring change rules and Incident rules.

  1. In the Application Administration Console, choose Custom Configuration > Service Request Management > Work Order > Rules to open the Work Order Rules form in New mode.
  2. In the Create Service Request on Submit field, select Yes.
  3. Ensure that the rule is enabled, and save it.
  4. Create a new work order.

When you submit the new work order, a service request is created.

Related topic

Fulfilling service requests

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