This documentation supports the 9.1 version of Service Request Management.

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

Configuring event commands

The BMC Service Request Management event commands are configured by default to work properly with the BMC Incident Management, BMC Change Management and BMC Work Order Management applications. 

Event commands and their parameters are used to communicate to the fulfillment applications (such as BMC Change Management, BMC Incident Management, BMC Work Order Management, or a third-party application) to create and update service requests, and to synchronize activity in them. The type of information being synchronized includes status updates and work log activities. 

When configuring events with their command parameters, you map fields from the application interface form to the BMC Service Request Management framework command parameters. BMC Service Request Management uses the mapping definition when sending events to the fulfillment application interface form. The command parameter values are copied to the fields specified by the field ID in the mapping. 

For this configuration step, you map the application fields that you registered for BMC Service Request Management field mapping to event command parameters.

Command parameters enable data to be communicated between BMC Service Request Management and the fulfillment applications. BMC Service Request Management includes a Filter API to facilitate the communication between BMC Service Request Management and a fulfillment application based on BMC Remedy AR System.

The field mappings that you specified determine to which fields data is copied.

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