This documentation supports the 9.1 version of Service Request Management.

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

Work Order form Best Practice and Classic views

BMC Service Request Management provides the following ways to view the Work Order form:

The system administrator configures the view that users see.

Note

If there is a difference between how you do something in the Best Practice view and how you do it in the Classic View, only the required procedure for the Best Practice view is described.

Classic view

The Classic view is provided for customers who are upgrading from earlier versions of the application and who are not yet ready to adopt the Best Practice view.

Best Practice view

The Best Practice view is an improved version of the Work Order form. In this view, the fields most commonly used for resolving and for updating work orders are immediately visible. You can access additional, less frequently used functionality from the tabbed sections of the form or from the links in the navigation pane.

BMC recommends

BMC recommends that you use the Best Practice view (also known as the Simplified User View in WOI:WorkOrder) as the default view for all Work Order Management users, regardless of their role. Some of the BMC Remedy AR System features are always applicable to the default view. For more information, see Creating form views .
The following table describes the benefits of the Best Practice view of the Work Order Request form in BMC Service Request Management.


Note

In this table, the Navigation pane links are not mentioned if they are available from the Navigation pane in both views, even if the link is accessed from a different group on the Navigation pane.

Benefits to the Best Practice view of the Work Order Request form

Feature

Classic view

Best Practice view

Benefits of Best Practice view

Customer Information
(Requested For)

Fields on the Requester tab:

  • Requested For
  • First Name
  • Middle Name
  • Last Name
  • Phone Number
  • Email
  • Organization
  • Department
  • Company

A menu enables you to select company

Fields on the Main view:

  • Company
    • Type ahead
    • Auto-complete / quick search on Enter
    • A menu enables you to select company 
  • Customer
    • Type ahead (accepting different input like name,e-mail address, and so on)
    • Quick search by typing the first characters of the primary search field. Primary field, which can be set to email address, first name, last name, telephone number, or corporate ID
    • Tooltips display additional customer information including telephone, email, and organization Icon to launch customer search window
    • Quick erase icon

      Note: Clicking the chevron in the upper right corner of this section enables you to show the customer phone and site information for just this work order record.

In the Best Practice view, the fields are displayed in the order in which the information is obtained, which helps you to complete the fields in the correct order. It also reduces the time needed to register a work order, because there is no need to open multiple tabs to complete the registration.

The customers start the customer call by introducing themselves.

The number of fields is reduced but the information is still accessible from tooltips and from opening the customer record.

Terminology is aligned with BMC Service Desk: Incident Management. In BMC Service Request Management 7.6.04 and later, the letters VIP or the word Sensitive appears in bold and red if the customer record is flagged as such.

Contact information (Requested by)

Fields on the Requester tab:

  • Company
  • First Name
  • Middle Name
  • Last Name
  • Phone Number
  • Email
  • Organization
  • Department
  • Support Organization
  • Support Group Name

Field on the Main view:

  • Contact
    • Type ahead (accepting different input like name, e-mail address, and so on)
    • A quick search by typing the first characters or digits of the primary search field. Primary search field can be email address, first name, last name, telephone number, or corporate ID.
    • Tooltip displays additional information
    • Icon to launch customer search window
    • Quick erase icon

      Note: Clicking the chevron in the upper right corner of this section enables you to show and modify the contact phone and site information for just this work order record.

The fields appear in the order in which the information is obtained.

The number of fields is reduced but the information is still accessible from tooltips and from opening the customer record.

Notes (Detailed Description)

Field on the Main view:

  • Detailed Description

Field on the Main view:

  • Notes

The fields are displayed in the order in which the information is obtained.

After identifying themselves, the customers describe their issue in detail.

Terminology (field labels, and so on) is aligned with BMC Service Desk: Incident Management

Template

Available as a link under the Functions menu on left side of the view.

Field on the Main view:

  • Template (Type-ahead is available)

In the Best Practice view, templates are available from a field on the Main view to encourage the use of this feature. Using templates reduces registration time and the average incident handling time.

Fields are displayed in the order in which the information is obtained.

After the customer describes the issue, the user can determine whether a relevant template is available.

Note: You can apply templates only when you create a work order request, not when you modify one. BMC recommends that you focus on educating the service desk staff to apply the correct templates during creation. This focus ensures that you leverage the reduction in registration time, specific assignment settings, and the reduction in resolution times.

If the service desk staff do not apply the correct templates during creation of incident requests, offering template application during modification is a workaround that significantly reduces the positive impact that using templates has on an IT organization.

Summary

Field on the Main view:

  • Summary

Field on the Main view:

  • Summary

Fields are displayed in the order in which the information is obtained.

Now that the work order request is understood, it can be summarized, or, in case a template was applied, the summary can be updated if necessary.

Work Order Type

Field on the Main view:

  • Work Order Type

Field on the Main view:

  • Work Order Type

Fields are displayed in the order in which the information is obtained.

After summarizing the request, it is categorized (General or Project).

Request Manager

Fields on the Assignment tab:

  • Support Company
  • Support Organization
  • Support Group Name
  • Request Manager

Field on the Main view:

  • Support Group
    • Type ahead (by way of the support group name)
    • Quick search
    • Hierarchical menu field to select support group 
  • Request Manager
    • Type ahead
    • Auto-fill of support group, if not had been selected before

Fields are displayed in the order in which the information is obtained.

The number of fields is reduced to improved readability. Information can still be completely specified.

Now that the work order request is summarized, the request manager is specified.

Service

Field on the Categorization tab:

  • Service
    • Service context widget can be launched to display essential status info about selected service

Field on the Main view:

  • Service
    • View Business Service icon allows to display configuration details of selected service
    • Service context widget can be launched to display essential status info about selected service

This field was moved to the Main view, because the information it contains is considered key information.

Displaying configuration details of selected service allows IT staff to review whether correct the service was selected.

Request Assignee

Fields on the Assignment tab:

  • Support Company
  • Support Organization
  • Support Group Name
  • Request Manager

Field on the Main view:

  • Support Group
    • Type ahead (by way of the support group name)
    • Quick search
    • Hierarchical menu field to select support group 
  • Request Assignee
    • Type ahead
    • Auto-fill of support group, if not had been selected before

Fields are displayed in the order in which the information is obtained.

After the service is specified, the request assignee can be specified (if manually selected).

The number of fields is reduced to improved readability. Information can still be completely specified.

Status

Fields on the Main view:

  • Status
  • Status Reason

Fields on the Main view:

  • Status
  • Status Reason

Fields are displayed in the order in which the information is obtained.

Priority

Field on the Main view:

  • Priority

Field on the Main view:

  • Priority

Fields are displayed in the order in which the information is obtained.

Work Info

Fields and table on the Work Info tab:

  • Work Info type
  • Date
  • Source
  • Summary
  • Details
  • Attachments
  • Locked
  • View Access

Fields and table on the Work Detail tab (displayed initially):

  • Notes
  • First attachment

Additional fields hidden in More Details expand area:

  • Work Info type
  • 2nd and 3rd attachments
  • Locked
  • View Access

Key work order request information includes Work Info entries.

Reduction of fields to enter Work Info entries simplifies user interaction.
 
Using the Notes field and one attachment field and the Add button, you can create multiple Work Info entries prior to saving the ticket. Additional fields are only shown when More Details area is expanded, reducing complexity of the UI.

Usability around Work Info management has been significantly improved, for example, by reducing the number of windows that you must open.

Operational Categorization

Fields on the Categorization tab:

  • Tier 1
  • Tier 2
  • Tier 3

Fields on the Categorization tab (if configured to be displayed):

  • Tier 1
  • Tier 2
  • Tier 3

Type-ahead is available for all fields.

Research suggested that most of BMC's customers use the operational categorization fields only sporadically. This means that even when the fields are completed, they cannot be used for reporting, because they are not consistently completed.

Based on this, access to the fields was moved to a tab, which you configure to appear or be hidden, according to your organization's needs.

Note: You can specify the operational categorization values for each template.

Product Categorization

Fields on the Categorization tab:

  • Tier 1
  • Tier 2
  • Tier 3
  • Product Name
  • Model/Version
  • Manufacturer

Fields on the Categorization tab (if configured to be displayed):

  • Tier 1
  • Tier 2
  • Tier 3
  • Product Name
  • Model/Version
  • Manufacturer

Note: Type-ahead is available for all fields. Auto-complete and pre-fill are available for Product Name.

These fields were moved to the Categorization tab, because using the CMDB is a better way to perform grouping, trending, and assignment. This, and wanting to reduce the registration time of new incident request records, means that now the product categorization can automatically be completed based on the product categorization of the related service.

Tasks

Tables on the Tasks tab

Tables on the Tasks tab

Space available on the screen to display tasks is bigger, leading to improved usability.

Relationships

Table on the Relationships tab

Table and fields on the Relationship tab

The Object menu and Search Text field in Create Relationships area simplifies creation of relationships to CIs, work orders, and so on, and reduces the number of windows that open.

There are icons that you click to view related objects and to delete relationships.

Date/System

Available on the Date/System tab

Available on Date/System tab

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