Reviewing the status of service requests
Service catalog administrators and service agents can check the status of self-service requests. To ensure that the system is fulfilling services correctly, open the Service Requests page. The service request list can be filtered by a pre-configured or custom time range, and the data can be exported as a CSV file for further analysis.
The following illustration shows the Service Requests page.
To verify request details
To access service requests, service catalog administrators select Reports > Service Requests. Service agents have access only to the Service Requests page.
Double click an item to open a panel to view the details of a request.
If the service was orginally created from an imported SRD from Remedy Service Request Management, you can see the Remedy Service Request Management request ID given to the end user. The end user can search BMC Digital Workplace using a given ID. Because this ID is from Remedy Service Request Management, a service agent or IT Administrator can search Smart IT or Remedy Service Request Management using this ID.
To troubleshoot failed requests
When BMC Digital Workplace Catalog cannot fulfill a request, the system returns a Fault status to the BMC Digital Workplace user and reports the failed request on the Service Requests page. Double click the failed request line to view the relevant section of the error log . You can also export the single request as a CSV file, to send to your IT help desk to investigate with BMC Support.
The following illustration shows Service Request Detail window.
To view the request process
When a process is completed, or if a process is paused, you can open the workflow and view the process to see where it may be waiting for a response.
The following illustration shows an example of a process workflow.
