Phased rollout This documentation supports the 21.05 version of BMC Service Request Management. To view an earlier version, select the version from the Product version menu.

BMC Service Request Management 21.05

BMC Service Request Management enables IT and other business departments to easily define available services, publish those services in a service catalog, and automate fulfillment of those services. Service Request Management works with other Service Management applications and manages the entire process, from submission to completion.

Release notes and notices Updated 28 Oct 2021

Learn what’s new or changed for BMC Service Request Management 21.05 release, including new features, urgent issues, documentation updates, and fixes or patches.


Tip

To stay informed of changes to this space, place a watch on this page.

Date

Title

Summary

October 28, 2021

This patch release includes defect fixes for Smart IT  and BMC Service Request Management.

September 15, 2021

Starting with 21.05.02 patch, perform container deployment of BMC Helix Innovation Suite and service management applications. 

July 28, 2021

This patch release includes updates and defect fixes for BMC Helix Innovation Studio and the service management applications.

June 23, 2021

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements.



Managing service requests

As a service agent, submit, view, and manage requests in Service Request Management.

Managing work orders

As a Work Order manager and assignee, perform various tasks on Work Orders in Service Request Management.

Building the service catalog

As a catalog manager, build a service catalog in Service Request Management.

Planning

As an administrator, plan the roles and permission groups for your company.

Onboarding and implementing

As an administrator, set up Service Request Management for your company.

Administering

As an administrator, perform configuration and administration tasks in Service Request Management.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.

Integrating

As an administrator, set up integrations with other BMC products or third-party software.

Developing

As an administrator, workflow developer, or consultant, extended and customize Service Request Management through Advanced Interface Forms or SOAP web services.
CommunitiesSocial_orange.png
Knowledge BaseInfo_sharing_orange.png
VideosVideos
EducationEducation_orange.png
Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Service Request Management. 


Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of 10 most popular topics in the earlier versions of Service Request Management and where you can find them in the restructured documentation space.

Older topic title

Where you can find the information now

What is BMC Service Request Management?

Configuring custom approval chains

Using

Getting started with creating services

Using the Request Entry console

Setting up surveys and viewing results

Service request life cycle

Using the Data Management Job Console

User permissions

BMC Service Request Management notification events


I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF exports of multiple pages in a space.  

Creating PDF exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF

  1. Click the Export icon in the upper-right. 1744830844926-963.png
  2. From the Export menu, select PDF.
  3. Follow the prompts for page selection and other options.
  4. Click Export.

 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

 

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