This documentation supports the 20.02 version of BMC Service Request Management.To view an earlier version, select the version from the Product version menu.

Configuring after installation

As an administrator, you must perform several initial configuration tasks before end users use the BMC Service Request Management.

Configuration prerequisites

Before you begin configuring the product, verify that the following configuration prerequisites are met:

  • You have a BMC Remedy AR System Write license and an application license.
  • You have a basic knowledge of BMC Remedy AR System administration tasks.
  • You have a basic understanding of performing common configuration tasks using the Application Administration console (for example, logging into the IT Home Page, defining users in the People form, and so on).

Basic configuration steps

To apply the basic level of BMC Service Request Management configuration, perform the steps listed in the following table:

Step

Action

Where to begin

For more information

Configure your company or organization

Perform standard configuration of your company or organization (such as People, Company, Location, and Site information).

If you have already have performed this step in BMC Remedy ITSM, you can ignore this step, except for creating assignment routing for the application, which is described later in this section.

From the Application Administration console, click the Standard Configuration tab.

Define users

Define the application administrator.

From the Application Administration console, click the Standard Configuration tab. Then, select the Create link for People.

Define the support staff with appropriate privileges.

From the Application Administration console, click the Standard Configuration tab. Then, select the Create link for People.

Configure settings for BMC Remedy Mid Tier

Configure the Application Settings form with the mid tier path.

From the Application Administration console, click the Custom Configuration tab. Then, select Service Request Management > Advanced > Application Settings.

Verify that the mid tier URL needed to identify the DVF components is correct. This step is necessary to make sure that, for example, the Request Entry console shows navigational categories correctly.

From the AR System Administration console, select System > General > Server Information.

Configuration topics in this section

The following topics are included in this section:

 

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