This documentation supports the 22.1 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Setting up the BMC Helix ITSM Requester console

Use the Requester console as the UI for the BMC Helix ITSM: Change Management and Incident Management applications of the BMC Helix ITSM: Service Desk application. As a user, you can quickly submit change requests or incidents from the Requester Console. Before you use the Requester console, you must perform various configuration tasks.

An application administrator, or another user who has the required permissions, can perform the configuration tasks. Requester console users can also be known or unknown. Two types of users use the Requester Console: 

  • Users or requesters, who require support from the IT organization
  • Requester Console Master users, who can view user requests and troubleshoot requests

Tip

If your environment is running the BMC Service Request Management application, the Request Entry console feature of that application replaces the BMC Helix ITSM Requester console. For information about BMC Service Request Management, see BMC Service Request Management.

If your environment includes BMC Digital Workplace, users can use BMC Digital Workplace instead of either the Request console or the Request Entry console. For more information about BMC Digital Workplace, see BMC Digital Workplace.

Before you begin

To use the Requester Console, you must configure a group assignment for the General event type.

To access Requester Console custom configuration options

The custom configuration for Requester Console is accessed from the Requester Console expandable command list on the Custom Configuration tab of the Application Administration Console.

req-console-entry (1).gif

Tasks for configuring the Requester Console

Tasks

Reference topic

Configuring application settings

Granting users access

Configuring summary definitions for the Request Wizard

Configuring surveys

Configuring request rules





 

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