Managing service requests

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.

Consult the following topics to learn how you can manage service requests in .