Getting started with service request management
The following figure shows how you can implement Service Request Management in BMC Remedyforce:
To get started with SRM implementation, configure the following:
Consider the following example of a New Hire Request for the HR department account:
- HR executive sends an email message to the service desk team requesting to add information about a new employee and configure a laptop for the employee.
- The service desk team member creates an entry for the new employee in AD and other required applications.
- The service desk team member configures a laptop for the new employee.
- The service desk team member notifies the HR executive that the new employee information has been added in the required applications and the laptop is ready.
You can automate this process by creating a service request definition (SRD), New Hire Request, in BMC Remedyforce.
The following table provides you an overview of the steps that you must perform before creating an SRD:
Self Service
You can create the Self Service web site for your clients that they can use to:
- Submit incidents (or tickets) and service requests
- Search for solution to an issue
- Read knowledge articles
When you install BMC Remedyforce, you must configure the Self Service site in Salesforce. For more information, see Configuring the Self Service site for clients.
After creating the Self Service site, you can customize the behavior of the site for your users. All the settings are provided in the Configure Self Service tile in the Remedyforce Administration tab. For more information about these settings, see Configuring the Self Service site for clients.
For commonly occurring issues, you can create templates for Incidents and enable these templates to be displayed in Self Service. For more information, see Managing-templates.
Use Salesforce Translation Workbench to localize Self Service. For more information, see Localizing-Self-Service.
Reports
Staff members and system administrators can use the Reports tab to view predefined reports. You can also create reports based on your requirements. However, only the system administrators can create additional report types.
For system administrators, data is also available in the form of charts and tables in the Dashboards tab. To enable staff members with Salesforce or Salesforce Platform license access the Dashboards tab, assign the Manage Dashboard profile-level permission.
Testing your environment
BMC Remedyforce
- Ensure that you are able to create a request definition in the Remedyforce Administration tab.
- Ensure that you are able to create a service request in the Remedyforce Console tab.
- If you have activated workflows, ensure that the workflows are triggered at the configured condition.
Self Service
- Ensure that you are able to log on to Self Service by using the logon credentials of a client.
- Ensure that you can submit a service request.