Submitting service requests for customers

Service agents can submit service requests for users directly from the Smart Recorder in BMC Helix ITSM without opening BMC Helix Digital Workplace or the Request Entry console separately. Submitting requests from BMC Helix ITSM enables you to see relevant customer information and to review helpful resources while working on the current request. Submitted requests are associated with the customer's profile in BMC Helix ITSM, are listed with other tickets in the Console, and can be located through a global search. You can open requests in BMC Helix ITSM to review the approval status and to check the progress of fulfillment steps.

Available SRDs depend upon the services defined in the service catalog and (if enabled by the SRM Administrator) entitlement rules that determine which services customers are allowed to see based on criteria such as the company or groups to which the customer belongs. The administrator can also define rules to determine which individuals or groups can submit requests on behalf of others. For example, managers might be able to submit requests to grant computer access on behalf of their employees.

Depending on the assigned catalogs in BMC Helix Digital Workplace, the catalog suggestions appear in Smart Recorder for a specific customer.

In BMC Helix ITSM, when you submit a request for a customer, the request is considered to be submitted directly by the customer. In other words, entitlement rules apply, the customer is listed in the request details as the person who made the request, and the customer can check the status of the request from BMC Helix Digital Workplace or the Request Entry console. You can also submit a request for another person (the contact) who is acting on behalf of the customer. In this case, both entitlement rules and on-behalf-of rules apply. In the submitted request details, the contact is listed as the person who made the request. 

The information you must complete when submitting a request depends upon the questions defined in the SRD, and whether those questions are required. An SRD you access from the universal client might also include an advanced interface form (AIF), which requires you to complete and save additional information in a separate form before you submit the request. (The AIF is cross-launched from the BMC Helix ITSM mid tier client, which might require a separate login.)

Related topics

Building the service catalog

Managing service requests

Integrating BMC Helix ITSM with BMC Helix Digital Workplace Catalog service request

Smart Recorder overview

Setting configuration parameters in BMC Helix ITSM

Adding-or-modifying-a-customer-profile

Important

When you open a service request in BMC Helix ITSM, it opens in classic Smart IT screen. Service requests are not available in Progressive Web App (PWA) screens.


Before you begin

Before agents can submit service requests, administrators must set up the service catalog, as summarized in Building the service catalog.

To enable agents with the capability to submit a service request by using a BMC Helix Digital Workplace Catalog in Smart Recorder, administrators must ensure the following prerequisites:

Configuration parameter

Value

enableSbeIntegration

true

enableDWPWidgetIntegration

true

smartit.url

Smart IT load balancer URL

dwp.base.url

<BMC Digital Workplace load balancer server URL>

dwpCatalogChunkSize

20


To submit BMC Helix Digital Workplace Catalog service requests

From BMC Helix ITSM, you can search and view theBMC Helix Digital Workplace Catalog service requests from Global search, Smart Recorder and My profile. Perform the following steps to submit a service request by using Digital Workplace Catalog in Smart Recorder.

  1. In Smart Recorder, select a customer and type some keywords to search for the appropriate BMC Helix Digital Workplace Catalog. The suggested catalogs appear in the Resources tab.
  2. Select the appropriate Digital Workplace Catalog. 
    As soon as you select a Digital Workplace Catalog, the Create Ticket button of Smart Recorder is displayed as Create Service Request and the additional resources are not displayed in the Resources tab.
  3. Click Create Service Request.
    1 Creating_Service_Request.jpg
    The catalog widget is displayed on your screen. To close the catalog widget, click Cancel request button or click the X icon.
    2 Catalog.png
  4. Answer the required questions that are asked in the widget.
    The Submit request button is displayed active.
  5. Click Submit request. 
    The service request is submitted.
    3 Catalog_Submitted.png


Following up on service requests

After a service request is submitted, any defined notifications, approval requests, and fulfillment processes are triggered. During the approval process, you can view the approval status by clicking Show Approvers in the notification at the top of the request. Active and closed fulfillment process steps appear on the Fulfillment tab at the bottom of the request details. (If you just submitted the request, fulfillment steps begin to appear the next time you open the request details. Additional process steps that were bypassed because they did not meet conditions defined by the administrator are not shown.) You can track the progress of the request against its due date by monitoring the SLA Progress bar, as explained in SLA progress bar.

Due to possible dependencies in the approval and fulfillment processes defined in the SRD, much of the information in a service request cannot be edited, including the customer name, contact name, and responses to questions. You can post notes to the Activity stream, but you cannot change the status of a request, except to cancel it. If necessary, from the request details, you can request the same service again for the same customer.

Scenario for submitting a service request by using BMC Helix ITSM

You are a first-line service-desk agent working in the IT service-desk organization of a large enterprise. You take calls from employees and contractors who need help with IT services (solving issues, requesting changes, or requesting something new, such as access to a system).

  1. You receive a call from a customer who works in the company's sales organization. The customer wants VPN access for an employee who is starting the next day, and she wants to know whether to contact the service desk for this request. 
  2. You offer to help, and you enter information into Smart Recorder while the customer describes the request. 
  3. You search for relevant Digital Workplace Catalog and templates.
  4.  You see a request template for VPN access. You select this template and create the request for the customer. 
  5. You ask the questions that the system requires, and then you confirm and save the service request. 
  6. The system automatically initiates the corresponding approval and fulfillment processes that are associated with the BMC Helix Digital Workplace request.
  7. You suggest that the customer can check the status of service requests at any time via BMC Helix Digital Workplace, which includes an option to post questions or comments. 

 

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