This documentation supports the 9.1 version of Service Request Management.

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

Registering applications

All fulfillment applications that are used with BMC Service Request Management must be registered. Use the Application Registry form to register the applications that are used with BMC Service Request Management, and to identify key elements of the fulfillment application, such as template forms, interface forms, instance forms, and so on.

Important

The BMC Service Request Management application is registered by default to work properly with BMC Incident Management and BMC Change Management applications. If you are not registering a third-party application to work with BMC Service Request Management, you can proceed to Creating application templates and application object templates.

The fulfillment application that is using BMC Service Request Management needs to be registered in the Application Registry form. The registry entry is the means for BMC Service Request Management to recognize the fulfillment application, set the configuration settings such as mode of connection (local or remote), server and template information, and to use this information to set context for the rest of the BMC Service Request Management entities (registered fields, questions, commands, PDTs, and AOTs).

By default, the BMC Service Request Management application is configured to work with BMC Change Management and BMC Incident Management. You can register other applications to work with BMC Service Request Management (for example, BMC Service Desk Express).

Use the Application Registry form to modify any of the preconfigured information or to create application registries if your organization is going to use BMC Service Request Management with other applications.

To register an application

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > Advanced Options > Command Automation Interface - Application Registry, and click Open.
    The CAI Application Registry form appears.
  3. (Optional) Click the New Search toolbar button, and click Search to view the preconfigured application registry information.
    Modify any of the fields, as appropriate.
  4. Enter the following required information:

    Field

    Description

    Registry Name

    Enter a unique name for the application that you are registering.

    Description

    Enter a description of the application that you are registering.

    Status

    Select a status for this entry. The options are New, Active, and Inactive.

  5. On the General tab, enter the following information:

    Field

    Description

    Application Name

    Select the application that you are registering from the menu list. The list is populated from the SHARE:Application_Properties form.

    Template Form

    Select the form that identifies the template. BMC Service Request Management needs to identify the templates to use for pushing requests and incidents. These templates should exist in the fulfillment application. This form identifier is the same value as the Keyword field in the SHR:SchemaNames form.

    This is currently SRM:SampleAppTemplate for the BMC Service Request Management Sample application.

    Template View Form

    Select the form that is the front-end or view form (the form that the fulfillment user sees) for the template form you selected. The view form should exist in the fulfillment application.

    Instance Form

    Select the form that identifies the application instance. If an interface form name is not specified, the value from this field is used. The application instance form identifier is the same value as the Keyword field in the SHR:SchemaNames form. The application instance is the request entry that is created when the service request is submitted, based on the template, if a template is used. Some fulfillment applications might choose not to use a template structure. The form identifier (or Template Form field) identifies the fulfillment request form that is used to create the entry.

    For the work order application entry, the Instance Form is WOI:WorkOrder.

    Interface Form

    Designate the form identifier for BMC Service Request Management to interact with when initiating fulfillment application requests. BMC Service Request Management pushes data to this form to initiate outbound commands.

    For the work order application entry, the Interface Form field is WOI:WorkOrderInterface_Create.

    New Request Activation

    This setting depends upon the functionality of the fulfillment application.

    • If you select Yes, for example, with BMC Service Request Management, the activate event command (SRM_OUT_ACTIVATE_APP_REQUEST) moves the request beyond a New or Draft state.
    • If you select No, you assume the application itself knows how to activate the instance.
      For more information about event commands, see Configuring event commands.
  6. Click the Connection tab, and enter or update the following information:

    Field

    Description

    Access Mode

    Specify whether the registered fulfillment application is on a local or remote server.

    • Local — The application is on the same server where BMC Service Request Management is installed.
    • Remote — The fulfillment application is installed on a different server.

    Server

    Specify the name of the server where the application you are registering is installed.

    Protocol

    Determine the communication format for data exchange, such as:

    • AR
    • URL
    • Web services
    • Command Line
    • Plug-in
    • Other

      BMC applications use various protocols. For example, BMC Service Request Management and BMC Remedy IT Service Management use the AR protocol, but BMC Configuration Management uses the URL protocol.

    Login

    Fill in this field if you selected Remote for the Access Mode. Enter the login name you use to access the remote fulfillment application.

    Password

    Fill in this field if you selected Remote for the Access Mode. Enter the password you use to access the remote fulfillment application.

    Port #

    Fill in this field if you selected Remote for the Access Mode. Enter the port number of the remote fulfillment application.

    Maximum Retries

    Specify the number of times the application should keep trying to run an event command. The default setting is 3.

  7. Click Save.
Was this page helpful? Yes No Submitting... Thank you

Comments