This documentation supports the 9.0 version of Service Request Management.

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

Using the Service Request Designer to create services

The Service Catalog Manager or the Business Analyst can use the wizard interface of the Service Request Designer to create a requestable service (SRD). A requestable service is a type of service offering, communicated to users as a service request through the Request Entry console.

The Service Request Designer steps you through several stages to add functions to your requestable service, including: categories, notifications, fulfillment processes, questions and mappings, service request approvers, and packages and entitlements.

If a stage requires validation, the Service Request Designer validates it in the creation of a requestable service, before you can advance to the next panel. Not all stages require validation (for example, the Options stage or the Entitlement stage). Clicking the Next button advances you to the next step of the wizard after you have passed validation. You can click the Back button to return to earlier stages in the process.

Note

Before starting the Service Request Designer, you should have already created the underlying application templates, AOTs, and PDTs that you want to use in the requestable service.

Limitations

The Service Request Designer does not support adding a survey to an SRD or specifying an SRD as a System Request in the Request Entry console. To perform these tasks, you must use the Service Request Definition form. For more details about creating SRDs, see Creating service request definitions: Basic configuration.

Some functionality in the Service Request Designer requires advanced permissions for you to access. For example, for Request Catalog Managers to access the Manage Categories button on the Description - Details panel, they must have SRM Administrator permission. The Manage Processes button requires Request Catalog Manager permission and the Manage Entitlements button requires Entitlements Administrator permission.

If you are a Business Analyst, you can create SRDs only by using the Service Request Designer, and you can view only SRDs that you created. You cannot view SRDs that have a status of Cancelled or Expired. Request Catalog Managers can create SRDs by using the Service Request Designer or the Service Request Definition form, and can view all SRDs.

Starting the Service Request Designer

  1. In the IT Home Page, under the BMC Service Request Management heading, click the Service Request Designer link.
  2. On the Start panel, create or modify the requestable service.
    To modify requestable services to which you have access, click Modify. You can filter the search results by entering a search string and then clicking Search.
  3. Click Next.

Completing the Description section

  1. On the Description - Details panel, enter or specify the following information:

    Field

    Description

    Company(required)

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

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

    Title(required)

    Enter a descriptive title for the requestable service.

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

    Description(required)

    Enter a brief description of the service.

    Note: Only 255 characters can be displayed on 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 requestable service. For example, you could add the following JavaScript snippet: <a href="#" onClick="window.open('http://www.bmc.com', 'win'); return false">

    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.

    Category

    Specify the category type that applies to the requestable service (for example, Telecommunications Services > Conference Calling > Conference Call Setup).

  2. Click Manage Categories to create or modify a category.
    You can view this button only if you have SRM Administrator permissions.
  3. Click Next.
  4. On the Description - Additional panel, enter or specify the following information:

    Field

    Description

    Instructions

    Enter instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry console.

    Keywords

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

    Cost

    Enter the cost budgeted for this requestable service. Cost can be linked to service targets.

    Price

    Enter the actual price of this requestable service. 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 Creating currency exchange ratios.

    Turnaround Time

    Define turnaround time for this requestable service in Hours or Days. Turnaround time is used to calculate the expected completion date of the service request.

    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.

    Level

    Select the service level for the requestable service (for example, Gold, Silver, or Bronze) as configured by the application administrator. See Defining SRD levels.

    Image

    Specify which image appears to users in the Request Entry console.

    Advanced Interface Form

    If you want to use an advanced interface form, specify it in this field. If you select an advanced interface form, the Fulfillment Process - Questions panel will not be available. (Questions and advanced interface forms are mutually exclusive.)

    Service

    (optional) Select an Atrium Service Catalog service to which you want to link the SRD. 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 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

    (optional) 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 the SRD. You must administer your Transactional SRDs as request actions in the Atrium Service Catalog.

  5. Click Next.

Completing the Fulfillment Process section

  1. On the Fulfillment Process - Process panel, select a process and then click Apply.
    Your choice appears as the current fulfillment process. If you change your mind, you can select a different process from the table and click Apply.
    You can also filter the processes shown in the table by entering a search term and then clicking Search.

    Note

    To create or modify a process, click Manage Processes. You can use this button only if you have Request Catalog Manager permissions. For more information about using the process definition template form, see Creating a standard PDT.

  2. Click Next.
  3. On the Fulfillment Process - Questions panel, create or add questions to the requestable service.
    1. Click Questions in the navigation tree.
    2. Click Add Question.
    3. Select New Question from the navigation tree.
    4. Define the Question Text.
      Alternatively, you can select a question from the Select From Library list, and go to step g.
      If you want to enter the greater than (>) or less than (<) sign in the Question Text field, use encoded text (&gt for >, and &lt for <); otherwise, browsers will interpret the greater than and less than signs as HTML markup, which is not supported. For more information, see Restrictions in creating questions.
    5. Select a question format (for example, Text or Menu).
    6. (Optional) In the Categoryfield, select or enter the category that the question will be classified with.

      Note

      You can use this field to select or enter information to categorize questions in the Questions Library. Then, you receive lists of questions by category instead of a single long list of questions when you select a question from the library in the Question Management form (which you can open from an SRD). You can categorize questions for each fulfillment application or any other grouping that works for your organization.

    7. Specify whether the question is Required or Hidden.
    8. Based on the question format, specify the question details.
      For example, a Text question requires that you define the Default Response, the Number of Text Rows, and the Limit Input Length.
    9. Click Apply to create your question.
    10. (Optional) Click Add Condition to dynamically define additional questions that appear in the context of the answer. (For more information, see Adding branch conditions to questions.)
    11. (Optional) Click Update Library to add the question to the Questions Library.

      Note

      When you add a question to the Questions Library, conditions added to the question are not stored with the question in the Questions Library.

    12. Specify the order in which the questions will appear in the SRD (when it appears in the Request Entry console) by selecting the question and clicking the Up and Down buttons.
    13. To remove a question from the list of available questions, select it from the navigation tree and click Delete.
  4. Click Next.
  5. On the Actions panel, you can create actions to automatically pass on values from a fulfillment application form or a custom form to the request form as responses to questions.
    For more information on actions, see Configuring actions to auto-fill responses in a service request.
  6. On the Fulfillment Process - Mappings panel, map the variables you created in the PDT to questions, text, or Service Request form fields.

    Note

    You do not see this panel if you select a Quick Link PDT or if you select a PDT that does not have any target mappings associated with it.

    1. Select one of the variables.
    2. In the Mapping Details area, complete one of the following steps:
    • Select the Question option, and choose one of the questions you previously defined.
      • Make sure that the available questions you select will map to the intended data targets. For example, the question ("What kind of chair do you want?") corresponds to the Description data target. If not, you must create a question.
      • Specify User Displayed Response or Internally Represented Response. To understand these options and restrictions in using them, see Restrictions in creating questions.
    • Select the Text option, and enter the text that you want entered in the corresponding field in the fulfillment application.
    • Select the SR Field option, and select a field from the SR Field list.
    • Click Advanced Mappings to concatenate inputs. (See Concatenating multiple inputs.)
  7. Click Next.
  8. (Optional) On the Fulfillment Process - Service Request Field Mappings panel, map fields on the Service Request form to questions, text, or other Service Request form fields.
    1. Select one of the fields.
    2. In the Mapping Details area, select one of the following options, and click Apply:
    • Select the Question option, and choose one of the questions you previously defined
      • Make sure that the available questions you select will map to the intended data targets. For example, the question ("What kind of chair do you want?") corresponds to the Description data target. If not, you must create a question.
      • Specify User Displayed Response or Internally Represented Response. To understand these options and restrictions in using them, see Restrictions in creating questions.
    • Select the Text option, and enter the text that you want entered in the corresponding field in the fulfillment application.
    • Select the SR Field option, and select a field from the SR Field list.
    • Click Advanced Mapping to concatenate data into one SR field. (See Concatenating multiple inputs.)
    • Map other fields as needed.
  9. Click Next.

Completing the Approvers section

  1. On the Approvers panel, select who must approve the service request when it is submitted.

    Note

    When creating a requestable service using the Service Request Designer, the default approval process of Set Using Approval Engine is used for approving the requestable service. If you use the Service Request Definition form to create requestable services, more options are available for approving the requestable service.

  2. In the Approval Type field, select one of the following values:
    • None — No approval chain record is associated with the service request when it is submitted.
    • Manager — Enables you to specify how deep you want to go in the management approval chain. For example, if you use 1 (the system default), the chain extends only to the user's manager. If you enter 2, the next level in the management chain must approve the upgrade, and so on. The maximum number of approval levels is 5.
    • Person — Enables you to send the service request for approval to any user defined in the People form. Click Select to search for any user available in the People form.
    • Group — Enables you to send the service request for approval only to group members with Request Approver roles.
    • Custom — Enables you to use a custom approval chain (not one of the approval chains installed with the application). This custom approval chain definition must have a Selection Criteria that matches the requestable service. For information about approval chains, see Configuring custom approval chains.

      Note

      Approvals for the SRD use the default approval process, which is determined by the Service Request Definition form. See Setting options in the Service Request Definition Settings form.

  3. Click Next.

Completing the Entitlements section 

Recommendation

To limit the number of entitlement rules necessary in your organization, or to handle any global entitlements, you can create entitlement rules that apply to multiple SRDs by category, package, or qualification. For more information, see Configuring entitlement.

  1. (Optional) On the Packages panel, associate one or more packages with the SRD:
    1. To associate a package, select it from the Available Packages table, and click Add.
      You can also drag and drop packages from the Available Packages table to the Associated Packages table.
      Packages that are related to the Company for this SRD are listed in the Available Packages table.
    2. To filter the packages listed in the Available Packages table, enter a word or string in the Search field, and press Enter.
  2. Click Next.
  3. On the Entitlements panel, select which users are entitled to view and request the service.
    Add or remove entitlements to the requestable service as needed. See Configuring entitlement.
  4. Click the Manage Entitlements button to create or modify an entitlement.
    You can view this button only if you have Entitlements Administrator permission. For more information, see Configuring entitlement.
  5. Click Next.

Completing the Options section

  1. On the Hide/Show Details panel, select which items are visible to users when they request this service. 

    Section Field Description
    Review a Service Turnaround Time

    Defines turnaround time for this requestable service in Hours, Days, Months, or Years in the Review a Service stage. Turnaround time is used to calculate the expected completion date of the service request.

    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.

    Price Actual price of the service request
    Provide Information Expected Completion Date when the user can expect the request to be finished
    Date Required Date when the user requires the request to be finished
    Phone Phone number of the user
    Email Email address of the user
    Attachment Enables users to add an attachment to the service request
    Instructions Instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry console.
    Quantity Number of items for the request, such as the number of items in a purchase request
    View a Request Service Coordinator Name of service request coordinator overseeing the request
    Approvals Shows the Current Approvers section on the Request Entry console. This section lists the approvers for the selected request and includes a More Info link that allows users to see the approvals for the request. Additionally, the Approvers tab becomes visible on the Request Details form.
    Request Details End User Process View Shows the Process View tab on the Request Details form. If you clear this field, the Process View tab is hidden from users who do not have Service Request User or SRM Administrator application permissions.
  2. Click Next.
  3. On the Notifications panel, specify the states when notifications for the service request are sent to users.
    By default, the following actions trigger notifications:
    • Notify End User on Complete
    • Notify End User on Pending
    • Notify Assignee on Assignment
    • Notify Approver on Waiting Approval
      You can add additional states (for example, Notify End User on Submit).
  4. Click Next.

Completing the Deployment section

  1. On the Submit Service panel, enter the service deployment start and expiration dates.
  2. Select the company and name of the Request Catalog Manager to review the service request.
    The Request Catalog Manager is the person who must first review and approve the requestable service before it is deployed to the organization.
    By default, these fields are set to the user creating the requestable service. Before submitting the requestable service, make sure that you set these values to that of a Request Catalog Manager.

    Note

    When the Company field is populated, the menu attached to the Name field consists of all users belonging to the selected Company, not just Request Catalog Managers. Therefore, when creating the requestable service, you must know who your specific Request Catalog Manager is, and populate these fields correctly.

  3. (Optional) In the Reopen Request field, select Reopen Fulfillment Process or Create New Work Order.
    • Selecting Reopen Fulfillment Process performs the following actions:
      • 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 incident or change request is closed, a work order is created. If the status of the incident or change request is Resolved, it 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.
  4. (Optional) To build the SRD in stages, enter all the required information, and click Save.
    You can edit the SRD as needed before submitting it for approval.
  5. If you are sure that you are finished with the details of your SRD, click Submit.
    After it is submitted, no further updates are permitted to the requestable service until the approval process is complete. When it is approved, the requestable service is deployed.
  6. Click Save.


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