Overview of creating services
- An application template, such as a work order template, incident template, or change template to generate the fulfillment request.
- An application object template (AOT) that defines the application template and the company for which you are creating the SRD.
- A process definition template (PDT) that includes one or more AOTs, and defines the process for fulfilling a service request.
After you have created the AOTs and PDTs, you can create the SRD and associate it with one or more PDTs.
Watch the following video to learn how to configure AOTs, PDTs, and SRDs:
Service request definition life cycle
An SRD goes through various states in its life cycle. By default, approval is required for certain state transitions, for example, to move the SRD from Request for Approval to Deployed. You can configure to send notifications at certain points in the SRD life cycle to alert users that certain events have occurred.
Generally, an SRD starts in the Draft state and becomes visible for selection by service requesters when it is in Deployed state and within the specified effective dates.
After the end effective date, the Service Catalog Manager can re-enable the SRD by resetting the effective dates.
When an SRD is in a Closed state, the associated services are no longer displayed in the Request Entry console, and you cannot deploy the SRD again.
The following diagram shows the life cycle of an SRD:
You can use data captured from questions configured in an SRD to drive or route the fulfillment process. For more information, see Creating-questions-to-use-with-SRDs.
Supported service functionality
BMC Helix ITSM supports the BMC Service Request Management functionality shown in the following table. Anything not supported in BMC Helix ITSM: Smart IT is available in Mid Tier or for business users in BMC Helix Digital Workplace.
Functionality | Smart IT support | Reference |
|---|---|---|
SRD types | Standard SRDs only | |
Advanced interface forms (AIFs) | Universal client only | |
Actions—Open Form actions, Answer Question actions | Not supported | Not applicable |
SRD access—entitlement rules, on-behalf-of rules | Supported | |
Request approvals | Supported | |
Show/Hide Fields options | Partial support, as indicated in SRD fields that can be shown or hidden in Smart IT |
Login ID requirements for submitting service requests on behalf of customers
If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID.
Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available service request templates for that person.
Instructions for classic interfaces