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 request entry preferences

Use the Request Entry tab on the Request Preferences form to configure rules for the Request Entry console.

To configure request entry preferences

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Service Request Management > Advanced > Preferences, and click Open.
  3. From the Request Preferences form, click the Request Entry tab.
  4. Select the company to which these preference apply.
  5. (Optional) Enter a description.
  6. In the Status field, select Enabled if you want this categorization entry to be available to users; otherwise, select a different status.
  7. Click the Request Entry tab.
  8. In the Type-ahead in the Search menu field, select one of the following options to control what appears as users type in the Search field on the Request Entry console:
    • Display Commonly Used Search Terms lists suggestions from commonly used search terms.
    • Don't Display Commonly Used Search Terms does not list suggestions, but maintains statistics on terms used in searches that users perform.
    • Don't Display Commonly Used Search Terms and Disable Statistics does not list suggestions and does not maintain statistics on terms used in searches that users perform.
      For more information, see Viewing statistics of searched terms on the Request Entry console.
  9. In the Show Cart field, select Yes if you want to make the cart available to requesters. The default is No.
  10. In the Service Categories Sort field, you can change the display order of the navigation categories on the Request Entry console.
    • Sort Order shows navigational categories in the Request Entry console as they are defined in the Category Management form (default). For more information, see Sorting navigational categories.
      The top-down order in the Category Management form is how the categories are ordered in the Request Entry console. The sorted categories are based on your entitlements. For example, if Mary Mann from Calbro Services is not entitled to view Calbro Software, the Request Entry console starts with Phones as the first category, then Software, Hardware, and so on.
      Only categories used in deployed SRDs appear in the Request Entry console. To continue the example, if Phones is not used in an online SRD, Mary Mann would only see Software, Hardware, and so on, in the Request Entry console.
    • Alphabetical shows navigational categories in alphabetical order. The alphabetical sort starts with upper-case letters from top left to top right (for English and other Latin-based languages), and top to bottom. Sorting then starts with lower-case letters, left to right.
  11. In the Submit Confirmation field, select one of the following options:
    • None does not display a confirmation note when a request is submitted.
    • Accessibility Users displays a confirmation note only for users configured as accessibility users. For information about configuring accessibility users, see Making the application accessible for users with disabilities.
    • All Users displays a confirmation note for all users when a request is submitted.
  12. In the Price Display Option field, select an option for displaying the price for a service in the Request Entry console.
    The following options are available:
    • Display for All SRDs displays the price for all SRDs for the company that is selected on this Request Preferences form (see step 4).
      If you select this option, it takes precedence over the options selected in the Show/Hide Options form for an individual SRD. See Configuring visible fields in the Request Entry console.
    • Hide for All SRDs does not display the price for any SRDs for the company that is selected on this Request Preferences form (see step 4).
      If you select this option, it takes precedence over the options selected in the Show/Hide Options form for an individual SRD. See Configuring visible fields in the Request Entry console.
    • Based on SRD Configuration (default) displays the price as defined in the SRD. (On the BMC Service Request Management form, choose Functions > Show/Hide Fields to set the price.) This option is available for backward-compatibility purposes.
      If you are using BMC Cloud Service Management, select (clear). The Service Offering price for an enablement Requestable Offering and the Service Offering prices for transactional Requestable Offerings will be retrieved from Atrium Service Catalog and displayed on the Request Entry console.
      If you do not create a record in the Request Preferences form for a company, the Price Display Option for the Global company is used.
  13. For Clear OBO Questions Response, select an option for handling questions that you have answered on behalf of another user: 

    Note

     This option is only applicable to standard SRDs that do not use advanced interface forms (AIFs).

      • Yes — removes responses to questions when you edit the Requested For user.
      • No — retains responses to questions when you edit the Requested For user.
  14. Select Show Marketing Slides to display marketing slides, if any, in the Request Entry console.
  15. Click Save.
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