This documentation supports the 9.0 version of Service Request Management.

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

How activity log information is passed

When end users and back-end application users update the activity log on a service request or a back-end request, the following scenarios can occur:

  • When an end user updates the activity log of a service request, these new work notes are passed to all open back-end requests related to the service request (except those with a status of Closed, Completed, or Canceled.) Work notes will not be passed to back-end requests that have not yet been opened. 

  • If a user adds work notes to a service request that is not currently in progress (for example, the service request status is Draft, Waiting for Approval, Rejected), no back-end requests exist. Then, after the initial back-end requests are created, all work notes from the service request are sent to those back-end requests.
  • When all work notes are passed to back-end request at the same time, the submit date on the back-end request becomes the date when the work note was passed, not the date that the original work note was created.
  • When an end user reopens a service request, the user can add a work note (for example, to indicate the reason for reopening). That work note is passed to a back-end request that is reopened, but not to any back-end request that was bypassed, cancelled, or rejected. If a new work order is created instead, all work notes from the service request are passed to the new work order (including the work note with the reason for reopening).
  • When a backend application user updates the activity log on a backend request, the work notes are passed to the related service request. In the activity log in the Request Entry console, these updates appear as new entries.
  • When a user submits an issue from a Knowledge Base article in the Request Entry console, the URL to the article is not active in the work notes of the back-end request. You can copy and paste the URL into the address bar of a browser to view the article.

Note

For service requests created in pre-9.0 versions of BMC Service Request Management, special characters (such as & and <) in activity log entries appear as encoded data (such as &amp; and &lt;) in fulfillment application work notes. For requests created in 9.0 and later versions, special characters no longer appear as encoded data.

Related topics

Entering work information for a work order
Viewing and managing your requests
Viewing and updating activity log entries in a request

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