This documentation supports the 21.05 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the product version menu.

Working with service requests

You can define service requests and also view service request details from the change request form. For changes and incidents, the My Requests table lists the status of its underlying service request. Users are notified by email when a service request undergoes a status change, for example, when a service request is moved from In Progress to Completed or a change request reaches the Completed state.


To define a service request

You can define a service request by using the New Request wizard or from the Change and Incident Request forms.

Best practice
We recommend using the New Request wizard as a simplified method of submitting service requests.

  1. From the Requester console, click Create a New Request.
    The New Request wizard opens. 
    srwizard_62087_516.gif

    Pay careful attention to the following items for the Requester section:

    • If you are a registered user, the fields in the Requester section are populated from your People record. You can edit only the Phone and Email fields.
    • If you are an unknown user, the First Name and Last Name fields are completed with your login information. The Company field is populated with the company name. Unknown users must enter information in the Phone and Email fields.
  2. Complete the required fields, as shown in bold with an asterisk.

    1. Select a definition from the Summary list that you have defined. 
      If the list does not contain the specific request, create the summary definition. For more information about creating summary definitions, see Configuring summary definitions for the Request Wizard .

      Important

      If Incident Management is installed, entering a summary or ad hoc request generates an incident request. If only Change Management is installed, a change request is generated.

      If you select a summary definition that is an incident request, related solution database entries are displayed in the Possible Solutions table. If Problem Management is not installed, possible solutions are not displayed for manually entered summaries. 

      If there is a solution database entry that might be valid, click the entry, and then click View. Review the solution entry. If the solution resolves your request, click Use Solution. 

      If you select a matching solution, the solution entry is related your request and the request is resolved automatically.

    2. Select an urgency level for your request.
    3. If you do not have a record in the People form, enter your company, first name, and last name.
    4. (Optional) Click Add Attachment to enter request work information, note, or an attachment.
  3. Complete the optional fields:

    • Date Required—Enter a date by when you require that this request to be completed.

      Important

      If a change request is created for the service request, the date is populated as the Requested Date on the Date/System tab of the change request.

    • Phone—Enter or edit your phone number.
    • Email—Enter or edit your email address.
  4. Click Save.
    The request is displayed in the My Requests table.


To perform other service request functions by using the Requestor console

In addition to defining a service request, you can perform the functions listed in the following table. All the listed functions are performed from the Requester console.

Function

Action

Filter your service requests

Click the appropriate link from the View Requests section, located in the Navigation pane, and then select Open or All.

Important: Open is the default view. To change the default view, select another sort option, and then click Save As Default View.

View a service request

From the My Requests table, select the service request, and then click View.

Only the requests that the logged-in user has submitted are displayed in the My Requests table. Change requests are prefixed with CRQ and Incident requests are prefixed by INC.

Add work information

From the My Requests table, select the service request, and then click View.

Click the Add Work Info link in the Console Functions section of the Navigation pane.

You can add:

  • A summary of the work log in the Summary field.
  • Additional information in the Notes field.
  • An attachment. You can add only one attachment for each work information entry. To add multiple attachments, add multiple work information entries.

Search for a request by request ID

In the General Functions area of the Navigation pane, click Search by Request ID, and then enter the complete Request ID or the numeric part of the ID.

Print a service request

From the My Requests table, select the service request, and then click Print.

Review the report, and then click the print icon on the toolbar.

Cancel a service request

From the My Requests table, select the service request, and then click Cancel.

The Status changes to Cancelled. You can only cancel a service request that is open.

Reopen a request

From the My Requests table, select the service request, and then click Reopen.

The Status changes to New, Staged, or In Progress. You can only reopen service requests that are completed or rejected.

Complete a survey

From the General Functions on the Navigation pane, click View Survey, select a survey, and then click Respond. Enter your responses to the questions, and then click Save.

After your service request is completed, you are notified through email to respond to a survey. To enable surveys, they must defined for your company and the option must be selected.

View broadcast messages

View the broadcasts by clicking the Broadcast link in the Navigation pane.

Important: If there are new broadcasts, the label on the link changes to New Broadcast, and the color of the link changes from gray to red.

To view more information, select a broadcast entry, and then click View.

Broadcasts are filtered by the logged-in user's company. If the logged-in user's company cannot be determined, only Global broadcasts appear. Only Public messages are shown to the requesters.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*