Support for service request definitions from BMC Service Request Management

SRD design and configuration

Actions

Yes

Yes

Based on the user's input for a field, populate additional service request fields. To configure actions, see Configuring actions to auto-fill responses in a service request in the BMC Service Request Management 9.1 documentation.

Advanced Interface Form (AIF) SRDs

Yes

No

AIF SRDs are cross-launched from the BMC Digital Workplace server to the BMC Remedy Mid Tier server. AIF SRDs are loaded directly from BMC Remedy Mid Tier and submitted to BMC Service Request Management. For information about AIF SRDs, see Creating and using advanced interface forms in the BMC Service Request Management 9.1 documentation.

If you are using AIF SRDs to perform validation, consider whether you can create non-AIF SRDs. On both AIF and non-AIF SRDs, you can perform validation through regular expressions or can prevent invalid responses by using actions to prepopulate question fields.

Attachments

Yes

Yes

Users can add up to three attachments to a request. The attachment feature can be disabled, as described in Decreasing-traffic-load-by-disabling-request-attachments.

Users can download attachments from an SRD and from comments to the request. To include attachments in SRDs, see Adding work information and attachments to SRDs in the BMC Service Request Management 9.1 documentation.

Conditional questions

Yes

Yes

Radio buttons and check boxes are displayed on the Universal Client only. Although radio buttons and check boxes are not displayed on mobile devices, the questions are displayed on mobile devices. To configure conditional questions in SRDs, see Adding branch conditions to questions in the BMC Service Request Management 9.1 documentation. To configure radio buttons, see Defining radio button questions  in the BMC Service Request Management 9.1 documentation.

Hidden fields

Yes

Yes

In BMC Service Request Management, hidden fields are used for calculations. These fields are not displayed in 

BMC Digital Workplace

 (and are not displayed in BMC Service Request Management). To configure fields as hidden or visible in 

BMC Digital Workplace

, see the information about configuring visible fields in the BMC Service Request Management 9.1 documentation.

Instructions for questions and for overall service request

Yes

Yes

Localization

Yes

Yes

If you localize SRDs in BMC Service Request Management, users can see service requests in their own language. For more information, see Localizing SRDs in the BMC Service Request Management 9.1 documentation.

Note: If you localize some, but not all, SRDs that you bring into the Catalog, users will see only the SRDs that are available in their own language, if there is at least one SRD available in that language. For example, if you have 100 SRDs in English and localize 10 SRDs into French, French users will see the 10 French SRDs; French users will not see the remaining 90 SRDs in English.

Multitenancy

Yes

Yes

In a multitenant environment, users see only the SRDs applicable to the company to which they belong.

Popular requests

Yes

Yes

In 

BMC Digital Workplace

, you can configure the Quick Pick list to display popular requests from BMC Service Request Management, or you can manually select requests. To automatically populate the Quick Pick list with popular requests from BMC Service Request Management, see "Quick Pick list" in Setting-up-service-requests-through-BMC-Service-Request-Management.

Quantity and price

Yes

Yes

Price is an optional field on SRDs, as described in Creating a standard SRD in the BMC Service Request Management 9.1 documentation.

Quick Launch SRD

No

No

Quick Links

Yes

Yes

In BMC Service Request Management, Quick Links open an external URL and are not tracked as requests. In addition to bringing Quick Links from BMC Service Request Management into 

BMC Digital Workplace

, you can create How-To articles within 

BMC Digital Workplace

 that launch external URLs. For more information, see Setting-up-self-help-resources.

Read-only fields

Yes

Yes

To configure read-only fields in an SRD, see Adding questions to an SRD in the BMC Service Request Management 9.1 documentation.

Regular expressions for text-based questions

Yes

Yes

See Adding questions to an SRD in the BMC Service Request Management 9.1 documentation.

SRD icons and category icons

Yes

Yes

If you set images for SRDs or for SRD categories in BMC Service Request Management, they are displayed in 

BMC Digital Workplace

 instead of the generic icons. To set  images in BMC SRM Service Request Management, see Configuring service request images in the BMC Service Request Management 9.1 documentation. To set icons in 

BMC Digital Workplace

, see Customizing-icons.

Statuses

Yes

Yes

For details, see Service request status values in the BMC Service Request Management 9.1 documentation.

User actions performed on SRDs

Approval status

Yes

Yes

In 

BMC Digital Workplace

, users can see whether a request has been approved. If approval is not complete, users can see which approvals are complete and which are still pending.

Cancel Request

Yes

Yes

From their timeline or request history, users can open an active request and cancel it.

Contact Coordinator

No

No

Creating requests "on behalf of"

Yes

Yes

Favorite requests

Yes

Yes

Fulfillment ID

No

No

In BMC Digital Workplace, users can see the request ID, but they cannot see the underlying fulfillment ID, such as the Incident Request ID.

Best practice: When a customer asks about an outstanding request, the Service Desk asks for Request ID instead of Incident Request ID.

Request Again

Yes

Yes

From their timeline or request history, users can open a previous request and select Request Again, adding new details as needed.

Saving a request in Draft status

No

No

Service request process view 

No

No

In BMC Service Request Management, business users can check the process for completing their service request.

Survey

Yes

Yes

BMC Digital Workplacesends out surveys for SRDs, provided the surveys are mapped to SRDs in the BMC Digital Workplace Admin console. In BMC Digital Workplace, users can choose to enable or disable survey notifications. If enabled, users receive surveys for completed service requests. For more information, see Satisfaction-surveys.

View question responses

Yes

Yes

After submitting a request, 

BMC Digital Workplace

 users can check the request details to review their responses to questions in the SRD.

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