BMC Service Request Management 21.3

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 29 Jan 2024

Learn what’s new or changed for BMC Service Request Management 21.3 release, including new features, urgent issues, documentation updates, and fixes or patches.

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Known-and-corrected-issues

Support-information

BMC Helix ITSM release notes

Date	Summary	Reference
January 29, 2024	Multiple issues corrected	Not applicable
September 5, 2023	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
June 15, 2023	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
January 23, 2023	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
December 20, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
December 1, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
September 2, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
August 1, 2022	Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch: Rollback deployment Updates to Fluent Bit deployment Enhancements to Support Assistant tool	Action Request System 21.3 patches
May 27, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
March 23, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
February 8, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21-3-patches
January 20, 2022	Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch release includes the following update for BMC Helix ITSM: BMC Service Request Management is available only for upgrade scenarios for existing customers Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround	21-3-patches
January 5, 2022	Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.	21-3-patches
November 19, 2021	This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.	21-3-patches
October 4, 2021	For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements.	21-3-enhancements

Getting started See more		Managing service requests As a service agent, submit, view, and manage requests in Service Request Management. See more Managing work orders As a Work Order manager and assignee, perform various tasks on Work Orders in Service Request Management. See more Building the service catalog As a catalog manager, build a service catalog in Service Request Management. See more
Planning As an administrator, plan the roles and permission groups for your company. See more	Onboarding and implementing As an administrator, set up Service Request Management for your company. See more	Administering As an administrator, perform configuration and administration tasks in Service Request Management. See more
Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more	Integrating As an administrator, set up integrations with other BMC products or third-party software. See more	Developing As an administrator, workflow developer, or consultant, extended and customize Service Request Management through Advanced Interface Forms or SOAP web services. See more

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Videos

The following topics contain videos that supplement the text-based documentation:

Adding a service CI to an SRD
- BMC Service Request Management overview
  - Creating a service catalog
    
    Creating a standard PDT
    
    Creating an SRD that opens a URL in another window
    
    Defining target data from custom applications
    
    Guidelines and validations for creating a PDT
    
    Migrating data by using the Import Export Console
    
    Monitoring service requests
    
    Service Request Definitions
    
    Setting up surveys for SRDs
    
    Troubleshooting
    
    Troubleshooting fulfillment requests and CAI plug-in issues

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?	Learning-about-BMC-Service-Request-Management
Configuring custom approval chains	Setting-approvals-for-a-service-request
Using	Managing-service-requests Managing-work-orders Building-the-service-catalog
Getting started with creating services	Creating-a-service-catalog
Using the Request Entry console	Request-Entry-console Managing-service-requests
Setting up surveys and viewing results	Setting-up-surveys-for-SRDs
Service request life cycle	Overview-of-service-requests
Using the Data Management Job Console	Migrating-data-by-using-the-Data-Management-Job-Console
User permissions	Roles-and-permissions-in-BMC-Service-Request-Management
BMC Service Request Management notification events	Configuring-notifications

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

Click the Export icon in the upper-right.
From the Export menu, select PDF.
Follow the prompts for page selection and other options.
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.

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