Fulfilling service requests

Fulfillment providers use a fulfillment application to perform their tasks, such as using BMC Helix ITSM: Change Management to work on change requests. They complete their tasks in the fulfillment application and update their task status in their applications. The status of the request is synchronized between the fulfilment application and BMC Service Request Management.

Before you begin

Fulfillment providers must have appropriate permissions to the applications they are assigned to use. For example, a fulfillment provider working with work orders must have Work Order User and Asset Viewer permissions. For more information about roles and permissions, see Roles-and-permissions-in-BMC-Service-Request-Management.

Viewing details of requests in fulfillment applications

If an incident, change request, or work order is attached to a request, you can view details, such as its Request ID, its work history, requester, submit date, and status. You can also enter work information about the request.

To view request details

Select Functions > View REQ<number> in the Incident Management Console, the Change Management Console, or the Work Order form.

The service request details open within the console.

Important

If you update customer or contact information in the work order or change request, this information is not updated in the service request. The service request retains the original customer or contact information provided by the requester.

Viewing and updating activity log entries in a request

When a fulfillment worker adds work log information to a fulfillment request, the entries are passed to the activity log in the service request.

Updates to the fulfillment request log entries appear as new entries in the Request Entry console activity log. Review activity log entries carefully to see whether they are new entries or updates to previous log entries.

To view and update activity log entries in a request

Open the request and click the Details tab.
Verify that the work information entered by staff members in the Activity Log is correct.
If necessary, add a log entry to the activity log.
(Optional) Add an attachment to the log by clicking the Add icon (➕️).

Completing requests

Fulfillment providers complete the fulfillment assignments that are required to fulfill the request. For example, a request to replace a hard drive might generate multiple incidents, change requests, or work orders. A request might also send notifications at certain points in its life cycle to alert users that a certain event occurred.

To complete a request when a change request or an incident is involved

From the IT Home Page, open the Change Management Console or the Incident Management Console.
Perform a search for requests that are assigned to you.
Select the request, and click View.
Use the Process Flow Status wizard in the Change Request form or the Incident Request form to advance the request.
When you complete the details of the request, save the request.
When the fulfillment request is successfully fulfilled, the status of the request is automatically set to Completed (successful) in the Request Entry console.

To complete a request when a work order is involved

From the IT Home Page, open the Work Order Console.
Perform a search for work orders that are assigned to you.
Select the work order, and click View.
As you progress on the work order, update your status and track your work information in the Work Order form.
When you have finished with the work order, save the work order.
When the fulfillment request is successfully fulfilled, the status of the request is automatically set to Completed (successful) in the Request Entry console.

Accessing user information

If you monitor requests, you frequently work with requester information. For example, you might need to search for a requester in the database. You might also need to create new requester records or change existing requester information in the database.

The People form contains the user records. You can access this form in any of the following ways:

Select People on the Application Administration Console.
Select My Profile on the Overview Console or the Work Order Console. You can then see your user record.
In the Last Name field, enter partial information that you might know about the individual, and press Enter.

Information stored in the People form is used to automatically fill in requester information fields in forms.