bmc service request management 7.6.04 - administration guide

8/20/2019 BMC Service Request Management 7.6.04 - Administration Guide

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www.bmc.com

BMC Service Request Management 7.6.04

Administration Guide

January 2011


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If you have comments or suggestions about this documentation, contact Information Design and Development by email at

[email protected] .

Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com . From this website, you can obtain informationabout the company, its products, corporate offices, special events, and career opportunities.United States and Canada

Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827USA

Telephone 713 918 8800 or800 841 2031

Fax 713 918 8000

Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000

© Copyright 2006-2011 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patentand Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, andlogos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are theproperty of their respective owners.

IT Infrastructure Library ® is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc.,under license from and with the permission of OGC.

ITIL® is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in theU.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC.

Linux is the registered trademark of Linus Torvalds.

Oracle, Java, and JavaScript are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respectiveowners.

UNIX is the registered trademark of The Open Group in the US and other countries.

The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, orlicensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the productand to the proprietary and restricted rights notices included in the product documentation.

Restricted rights legendU.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OFTHE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject torestrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, andDFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX77042-2827, USA. Any contract notices should be sent to this address.

mailto:[email protected]://www.bmc.com/mailto:[email protected]://www.bmc.com/


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Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting CustomerSupport by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week athttp://www.bmc.com/support . From this website, you can:

Read overviews about support services and programs that BMC Software offers.Find the most current information about BMC Software products.Search a database for problems similar to yours and possible solutions.Order or download product documentation.Report a problem or ask a question.Subscribe to receive email notices when new product versions are released.Find worldwide BMC Software support center locations and contact information, including email addresses, faxnumbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 orsend an email message to [email protected] . (In the Subject line, enterSupID: , such as SupID:12345 .) Outside the United States and Canada, contactyour local support center for assistance.

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

Product information

— Product name— Product version (release number)— License number and password (trial or permanent)

Operating system and environment information

— Machine type— Operating system type, version, and service pack— System hardware configuration— Serial numbers— Related software (database, application, and communication) including type, version, and service pack or

maintenance level

Sequence of events leading to the problem

Commands and options that you used

Messages received (and the time and date that you received them)

— Product error messages— Messages from the operating system, such as file system full— Messages from related software

http://www.bmc.com/supportmailto:[email protected]:[email protected]://www.bmc.com/support


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License key and password information

If you have a question about your license key or password, contact Customer Support through one of the followingmethods:

E-mail [email protected] . (In the Subject line, enter SupID: ,such as SupID:12345 .)In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local supportcenter for assistance.

Submit a new issue at http://www.bmc.com/support .

mailto:[email protected]://www.bmc.com/supporthttp://www.bmc.com/supportmailto:[email protected]


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Contents 5

Contents

Preface 13

Type of users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13BMC Service Request Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 1 Introducing BMC Service Request Management 17

What is BMC Service Request Management? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Benefits of BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Main components of BMC Service Request Management . . . . . . . . . . . . . . . . . . . 20

Overview of setup tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Analyze . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Set up the framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Create application templates (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Create AOTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Create PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Create SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Configure approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Configure assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Configure entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24What users see . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Basic steps to get started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24About service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Service request life cycle. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Service request status reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Customizing the application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Chapter 2 Getting started 35

Opening application consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36About the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Configuration prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Defining the application administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39User roles and permission groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41User access to application consoles and functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Application functional roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46


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Performing a standard configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Creating a company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Creating organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Creating locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Creating support groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Creating people information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Creating support staff members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Creating non-support staff people . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Creating product categories (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Creating operational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Managing standard configuration data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Creating on-behalf-of definition rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

How on-behalf-of functionality works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Allowing unknown users access to the Request Entry console. . . . . . . . . . . . . . . . . . . 60Configuring business hours and holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Configuring mid tier and multi-tenancy settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Configuring the mid tier to view DVF fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Chapter 3 Configuring navigational categories 65

About defining navigational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Defining global navigational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Defining company navigational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Sorting navigational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Chapter 4 Creating application templates and application object templates 73

About application templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Parameters for creating application templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75About work order templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Configuring work order templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Modifying or deleting work order templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Creating change templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Creating incident templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

About application object templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Defining AOTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83About registering application templates with AOTs . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Chapter 5 Creating process definition templates 87

About PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Understanding data flow in PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

How PDTs are defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88How PDTs work when a user requests a service . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

About variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Creating PDTs—Quick Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90


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Contents 7

Creating a standard PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Opening the Process Definition Template form and getting started. . . . . . . . . . . 91Designing the PDT flow in the Visual Process Editor . . . . . . . . . . . . . . . . . . . . . . . 92Defining variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Defining the properties of the process objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Mapping the direction of the data flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Defining General Details in a standard PDT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Adding work information to the PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Checking use of this PDT by other PDTs and SRDs. . . . . . . . . . . . . . . . . . . . . . . . . 97

Creating a quick launch PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98About using the Service Catalog Manager Console to manage PDTs . . . . . . . . . . . . . 99

Search criteria—Managing PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Using the Visual Process Editor to view processes from the Service Catalog

Manager Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Example of creating PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Dynamic data flow—mapping data between applications . . . . . . . . . . . . . . . . . . . . . 105

About building PDTs that use dynamic data flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Chapter 6 Creating service request definitions 109

Service request definition life cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110How SRDs are related to Atrium Service Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Creating SRDs—Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114System SRDs shipped with the application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Creating a standard SRD with the Service Request Definition form . . . . . . . . . . . . . 116Creating a quick launch SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Adding a PDT to an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Adding a standard process template to an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Adding a quick launch process template to an SRD . . . . . . . . . . . . . . . . . . . . . . . 127

About adding questions and mapping variables and service request fields . . . . . . 128Adding questions to an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Mapping variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133Mapping service request fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Concatenating multiple inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Adding a service CI to an SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Selecting service CIs for an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Setting approvals for the service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Associating SRDs with packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Selecting entitlement information for an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Modifying entitlement rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Creating People qualifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Adding work information to SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Adding attachments to a Work Info entry that is attached to an SRD . . . . . . . . 145

Setting approvals for an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Defining SRD approvals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Adding alternate approvers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Submitting SRDs for approval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Viewing the approval process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Approving SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150


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Defining service targets for an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Associating service targets with an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Configuring service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Adding surveys to an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Managing SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

About modifying SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Searching for SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Changing the SRD image . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Configuring visible fields in the Request Entry console . . . . . . . . . . . . . . . . . . . . 161Managing service request notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163Viewing the SRD audit log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Defining SRD customer information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Adding an advanced interface form to an SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Viewing metrics about an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166Adding an attachment to an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Deploying SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Taking an SRD offline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Restoring the SRD to the online state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Resetting the date of an expired SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

About building SRDs that use dynamic data flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Creating an SRD that tests the Change PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Creating an SRD that uses the Incident PDT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Miscellaneous configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Defining service request definition settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Defining SRD levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Configuring service request image definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Managing SRD images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Configuring survey questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Defining behavior rules for surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Configuring request entry preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Configuring service request HTML definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Defining default Request Entry console preferences . . . . . . . . . . . . . . . . . . . . . . . 182Configuring service request query exclusions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

How activity log information is passed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Viewing statistics of searched terms on the Request Entry console . . . . . . . . . . . . . . 184Setting Service Catalog Manager Console preferences. . . . . . . . . . . . . . . . . . . . . . . . . 186

Chapter 7 Using the Service Request Designer 189

Overview of the Service Request Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190Starting the Service Request Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Completing the Description section. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Completing the Fulfillment Process section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Completing the Approvers section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197Completing the Entitlements section. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Completing the Options section. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199Completing the Deployment section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200


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Chapter 8 Creating questions to use with SRDs 203

About creating questions to use with SRDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204Defining text questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Defining radio button questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Defining check box questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207Defining range questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208About menu questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Defining static menu questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Defining query menu questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210Defining dynamic query menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Defining date and time questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Chapter 9 Configuring approvals 217

Approvals and the Approval Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218Creating individual and group approvers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Approvals for service requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Configuring a custom approval chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Creating approver mappings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Approvals for SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Approval states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Approval state transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231Process types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233Company versus global approval processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233Setting up approval processes for your company . . . . . . . . . . . . . . . . . . . . . . . . . 234

Configuring the Request ID link in Approval Central . . . . . . . . . . . . . . . . . . . . . . . . . 238

Chapter 10 Configuring packages and entitlements 239Overview of configuring entitlement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240Creating packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

Editing packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241Deleting packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Enabling entitlement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242Creating entitlement groups (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243Creating entitlement rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Create people entitlement definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244Adding service request definition qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Validating users (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246Chapter 11 Using the Work Order Management application 247

Work order manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248Work order assignee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249The Work Order Management application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Work Order form views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

Best Practice view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250Deploying the Classic view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

The Work Order form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251


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Creating work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252Entering work information for a work order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Using the Classification tab to classify work orders. . . . . . . . . . . . . . . . . . . . . . . . 256Relating work orders to other objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257Adding details to a work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Searching for work orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258Using Defined Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259Using custom searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259Creating a custom search with advanced qualifications . . . . . . . . . . . . . . . . . . . . 260

Adding or modifying a customer profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261Configuring the search type for Customer and Contact fields . . . . . . . . . . . . . . . 262Configuring the People form to appear when selecting customer or contact. . . 263

Selecting work order templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Viewing details of a service request associated with the work order . . . . . . . . . . . . 265Viewing the audit log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265Reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Creating reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Viewing, modifying, and deleting reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Sending email messages and pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Work order life cycle—Status transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270Assigning work orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274

Reassigning work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275Receiving notifications of work order assignments . . . . . . . . . . . . . . . . . . . . . . . . 275

Fulfilling work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276Viewing truncated data in a work order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276Working with tasks as a request manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

Work order task groups and tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

Assigning tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277Assigning a sequence number to task groups and tasks . . . . . . . . . . . . . . . . . . . . 278Reassigning tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279Planning the time for tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279Adding financial information to a task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280

Working with tasks with work orders as an assignee. . . . . . . . . . . . . . . . . . . . . . . . . . 280Searching for assigned tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280Viewing task groups and tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281Viewing the flow of a task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282Accepting assigned tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283Modifying tasks for work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Adding work information to a task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285Tracking task efforts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Working with a task in progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Adding ad hoc tasks to work orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Adding predefined task group or task templates to a work order. . . . . . . . . . . . 288Canceling tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290Closing tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Service targets in Work Order Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291Creating service targets for a work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293Configuring work order rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295Updating assignment availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296


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Contents 11

Updating your profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297Setting Work Order Console preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

Chapter 12 Configuring assignments 299

Creating assignment routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300Creating group assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Assignment events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303Automatic assignment to individuals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Chapter 13 Importing and Exporting PDTs and SRDs 305

Exporting SRDs and PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Exporting supporting data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Importing SRDs and PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308About the Version and Patch fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309About importing data from another company . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309Importing SRDs linked to Atrium Service Catalog . . . . . . . . . . . . . . . . . . . . . . . . 310

Viewing the history of imports and exports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312About migrating the application from test to production environments . . . . . . . . . 313

Exporting definitions from your test environment . . . . . . . . . . . . . . . . . . . . . . . . 313Exporting additional supporting data from your test environment . . . . . . . . . . 314Exporting SRDs from your test environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315Importing definitions to your production environment . . . . . . . . . . . . . . . . . . . . 316Importing data to your production system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316Importing SRDs to your production environment . . . . . . . . . . . . . . . . . . . . . . . . . 316

Chapter 14 Opening the Request Entry console in context 319

Using the Context URL Builder utility to generate URLs . . . . . . . . . . . . . . . . . . . . . . 320Using context fields when creating launch-in-context URLs . . . . . . . . . . . . . . . . . . . 324Manually creating URLs to open the Request Entry console in context . . . . . . . . . . 327About using an Open Window action to open the Request Entry console in context. .

327Examples of launch-in-context URLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328

Appendix A Internationalization and localization 329

About internationalization and localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330Supported languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330About localizing the application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331

Locale fallback mechanism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331Localizing BMC Service Request Management objects . . . . . . . . . . . . . . . . . . . . . 332

Configuring the BMC Remedy AR System server for localization. . . . . . . . . . . . . . . 333Localizing navigational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333Localizing SRD levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335Localizing questions to use with SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335

Remapping questions to an SRD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336Localizing AOTs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337Localizing PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337Localizing SRDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338


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Localizing surveys in an SRD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339Localizing advanced interface forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340

Configuring advanced interface forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340Finishing localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341About localization problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342

Using the localization utility to change the locale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343

Appendix B Creating and using advanced interface forms 345

Advanced interface forms—Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346Creating advanced interface forms from templates . . . . . . . . . . . . . . . . . . . . . . . . . . . 347

Passing requestable offering data to advanced interface forms . . . . . . . . . . . . . . 350Registering advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351Relating Mapped and Details tab fields in the Work Order Template form . . . . . . . 353Creating SRDs with advanced interface forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354Mapping fulfillment application fields to the service request fields . . . . . . . . . . . . . 354Requesting a service with an advanced interface form . . . . . . . . . . . . . . . . . . . . . . . . 355

Appendix C Using the mid tier prefetch utility 357

Preloading specified forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358Tips for using prefetch with Apache Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358Prefetch components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359

Glossary 363

Index 369


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Preface 13

Preface

This guide describes how to administer BMC Service Request Management. Thisapplication runs on the BMC Remedy Action Request System (BMC RemedyAR System) platform and consumes data from the Atrium Service Catalog.

BMC Service Request Management provides a consistent user interface whereusers can request a service or report an incident through the service desk. Users orservice desk staff can select services from a Service Catalog that the businessservice catalog manager sets up.

BMC Service Request Management works with other processes, such as BMCRemedy Incident Management and BMC Remedy Change Management, to resolvea user’s request or incident. BMC Service Request Management manages the entireprocess, from submission to completion.

Type of usersThis guide is for the following application users:

Application administrators who administer the application. Request catalog managers and business service managers who set up the service

catalog and define the process for each catalog offering. Service desk staff (or the frontline support staff) who handle customer calls or

web submissions, create or modify service requests, and communicate theresolutions.

Fulfillment providers (or backline support staff) who work on change requests,incidents, or work orders that are generated from service requests.

NOTE Documentation is available to users who report incidents, make change requests,or create work orders from the public view of a service request. It consists of aseparate set of help files that are accessed from the web-based forms by clicking theHelp link.


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BMC Service Request Managementdocumentation

The following table lists the documentation available for the application.Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format isavailable on product installation DVDs and the Customer Support website(http://www.bmc.com/support ). You can order printed documentation from theCustomer Support website.

NOTE To access the support website, you need a support contract.

You can access application help by clicking Help links in the application.

Title Document provides Audience

BMC Service Request ManagementRelease Notes

Information about new features and knownissues.

Everyone

BMC Service Request ManagementInstallation Guide

Procedures for installing the application. Administrators

BMC Service Request Management Administration Guide

Procedures for configuring and administrating theapplication. Replaces the separate administrator’sand configuration guides that were provided forprevious releases of the application.

Administrators

BMC Service Request Management User’sGuide

Procedures for using the application. Everyone

Best Practices: Deploying, Extending, andCustomizing BMC Service Request

Management 7.6.00 white paper

Best practices for creating and deploying BMCService Request Management in your enterprise.

Administrators/Developers/Programmers

BMC Remedy Action Request SystemConfiguration Guide

Information about configuring AR System serversand clients, localizing, importing and exportingdata, and archiving data.

Administrators

BMC Remedy Action Request SystemForm and Application Objects Guide

Information about AR System applications andtheir user interface components, including forms,fields, views, menus, and images.

Developers

BMC Remedy Action Request SystemBMC Remedy Approval Server Guide

Topics on installation and configuration of theApproval Server, how to use the Approval Server,and understanding the approval workflow.

Users andadministrators

BMC Remedy IT Service ManagementConfiguration Guide

Procedures for configuring the BMC Remedy ITService Management applications.

Administrators

BMC Remedy Service Desk: Incident Management User’s Guide

Procedures for using the BMC Remedy ServiceDesk: Incident Management application.

Everyone

http://www.bmc.com/supporthttp://www.bmc.com/support


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Preface 15

BMC Service Request Management documentation

BMC Remedy Change ManagementUser’s Guide

Procedures for using the BMC Remedy ChangeManagement application.

Everyone

BMC Service Level Management User’sGuide

Procedures for using the BMC Service LevelManagement application; includes new featuresand overview.

Everyone

Title Document provides Audience


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Chapter

1 Introducing BMC ServiceRequest ManagementThis section provides an overview of the BMC Service Request Managementapplication, describes user roles, and provides other general information.

The following topics are provided : What is BMC Service Request Management? (page 18) Overview of setup tasks (page 20) Basic steps to get started (page 24) About service requests (page 30) Customizing the application (page 33)


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What is BMC Service Request Management?BMC Service Request Management enables the IT department and other businessdepartments to define offered services, publish those services in a service catalog,

and automate the fulfillment of those services for their users. With BMC ServiceRequest Management, users can help themselves, which reduces the number ofrequests coming into the service desk. This enables IT professionals to focus onmore mission-critical activities, such as resolving incidents related to servicefailures and restoring critical services. The application also provides the ability toautomate workflows for each service, enforcing consistency of process and fasterfulfillment of the request.

Figure 1-1 illustrates the BMC Service Request Management solution.

Figure 1-1: BMC Service Request Management solution

BMC Service Request Management shares a common foundation with BMCRemedy IT Service Management—both applications are built on BMC RemedyAction Request System. BMC Service Request Management leverages thefoundational elements of the BMC Remedy IT Service Management Suite (forexample, workflow, approvals, task management, notification, and email). Thisintegration platform simplifies and reduces the management costs.

BMC Service Request Management also captures the relationships betweencatalog items and business service definitions through its integration with theAtrium Service Catalog.

BMC Service Request Management ties into BMC Service Level Management(BMC SLM) so that request service targets are rolled into comprehensive servicelevel agreements and contracts.


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What is BMC Service Request Management?

BMC Service Request Management is integrated with BMC Remedy ChangeManagement and BMC Remedy Incident Management. You can also integrateBMC Service Request Management with other third-party applications.

Benefits of BMC Service Request ManagementBMC Service Request Management solves the business problem of customers notknowing where or how to request services. They might not even know whichservices IT or other business service organizations provide. The application helpsinternal groups manage customer expectations. For example, it providesinformation about the level of service employees should expect when their PChard drive is broken or they have lost their password.

In addition, support organizations do not always understand how much money isspent on service fulfillment or its quality. They frequently do not know whererequests are coming from, what types of requests they receive most often, whattheir service goals are, and whether they are meeting those goals. The applicationhelps support organizations understand customer expectations and how to fulfillthem. BMC Service Request Management can show the value that supportorganizations provide to the business by demonstrating the actual cost of theservices they offer and providing insight into the resources necessary whenproviding certain kinds of services.

Following are some of the benefits of using the application: Standardized catalog of services—In an easy-to-use web user interface, users

can review the available services to which they are entitled, request them, andsee their status online. Services are described in easy-to-understand languagethat makes sense for the audience, not technical or other jargon. Serviceproviders set expectations by describing how much services cost and how longit takes to deliver them. Most important, service providers can set clearexpectations to customers about when the service will be delivered.

Integration of service catalog with fulfillment processes—Service requests aretransparently connected to fulfillment processes and providers. This seamlessintegration makes sure service delivery is consistent and reduces servicedelivery costs through automation.

Complete tracking and management of requests from start to finish—You can build and manage service targets for the delivery of all services through theentire life cycle of the service request. For example, you can demonstrate that arequest for a new server takes four days to fulfill. You can make sure that servicedelivery is on time and meets customer satisfaction. You can enable moreeffective management of customer demand, your resources, and business costs.


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Main components of BMC Service Request ManagementThe application consists of the following main components:

Self-service interface—Entry point where users can submit requests from theservice catalog. It provides user-friendly access to services, without exposing theimplementation details to the service requester.

Service catalog—Repository of available and agreed upon services that IT andother business services organizations provide to customers in terms that arerelevant to users, described in the customer’s language. The service catalogmaintains operational information about available services that users can select.Each service request definition (SRD) can have a business process defined andautomated. SRDs provide the characteristics required to facilitate the selectionand execution of delivery for a given service offering. This includes attributes,such as categorization, effective start and end dates, pricing information,approval and service level management criteria, as well as the definition of

application objects that will support the delivery of a service. Request management—Builds the processes in support of the services in the

catalog and manages the execution of the request processes. Requestmanagement is integrated with the fulfillment applications that perform thework of the request (for example, an incident, change request, or work order).

Overview of setup tasksThis section provides an overview of what is involved in setting up the BMC

Service Request Management system. You are essentially setting up a catalog ofrequestable offerings from which users can select and submit a service request.Examples of services requests include:

Reporting issues with IT systems Requesting changes to employee data Setting up equipment, space, and accounts for new employees.

Figure 1-2 shows the basic steps for getting up and running.

Figure 1-2: Getting BMC Service Request Management up and running


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Overview of setup tasks

AnalyzeBefore you begin using the application, you need to analyze your processes androles. Ask yourself what services users will be requesting. If you are integratingwith other applications (such as BMC Remedy Change Management or others),

some of the services are already configured.You might start by listing all the user requests your company might have. Then,organize the user requests into categories. For example, an IT category mightinclude a service for setting up a new employee’s computer, phone, and email; aFacilities category might include a service for moving an office or replacing a broken light bulb. In BMC Service Request Management, these services are definedin service request definitions (SRDs).

When you know the service requests that you want for your users, you can breakthose services down into:

Processes —In BMC Service Request Management, these processes are called process definitions templates (PDTs). A process (or PDT) is used to group steps intoa process that is part of a service request. For example, if a user submits a requestfor a software program to be installed, a company process might include thesethree processes: order the software, place the software in the inventory system,and install the software.

Process steps —In BMC Service Request Management, these process steps arecalled application object templates (AOTs). Process steps (or AOTs) are the stepsrequired to complete a process. For example, the steps required to ordersoftware might be to contact the vendor, create a purchase order, and so on. TheAOT represents how the process is fulfilled.

Optionally, you can create an application template, which is referenced in an AOTto prepopulate fields in the fulfillment record that the service request creates.

Finally, you can set up your Questions Library so that you will have questionsready to map from service requests to the backend fulfillment applications, or youcan create questions within the SRD. See “Creating questions to use with SRDs” onpage 203 .

Set up the frameworkBefore you begin configuring services, set up users, and assign these users to the

appropriate permissions and functional roles. You can also associate them with theappropriate support groups, if necessary. BMC Service Request Managementincludes some predefined roles. Additionally, set up permissions for users andgroups to ensure that the appropriate people have access to the forms. For moreinformation, see “User roles and permission groups” on page 41 and “User accessto application consoles and functions” on page 44 .

You must also set up approvers in the People form. For more information, see“Creating individual and group approvers” on page 218 . Setting up approversallows you to have SRDs approved before they are made available to users on theRequest Entry console, and it allows you to set up an approval process for servicerequests from users.


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Additionally, you must configure the navigation categories for the services thatyou want to provide. For more information, see “Configuring navigationalcategories” on page 65 .

Create application templates (optional) Application templates are used to pre-populate fields in the fulfillment record. Youcan use application templates for routine incidents, standard changes, or workorders that users frequently request. For example, you can use:

Work order templates with the Work Order Management application, which isincluded with BMC Service Request Management.

Change templates with the BMC Remedy Change Management application. Incident templates with the BMC Remedy Incident Management application.

NOTE Application templates are sometimes called “application fulfillment templates” because you create them from the underlying applications that fulfill their tasks(for example, Work Orders or BMC Remedy Change Management), not BMCService Request Management.

For more information, see “Creating application templates and application objecttemplates” on page 73 .

Create AOTs

An AOT is the interface to the back-end application that creates the backendfulfillment application record. In the AOT, define the company, application, andapplication template (if any).

For more information, see “Creating application templates and application objecttemplates” on page 73 .

Quick tip: To define an AOT, use the Application Object Template form. To accessthis form, from the Application Administration Console, click the CustomConfiguration tab. From the Application Settings list, choose Service RequestManagement > Application Configuration > Define Application Object Template,and click Open.

Create PDTsAfter creating the AOTs, you must create a process definition template (PDT),which is the intermediate object that relates AOTs to SRDs. In other words, a PDTcan define the process used to fulfill a specific service request, for example,creating an incident request and a series of change requests for a hard driveupgrade. PDTs are not directly used by themselves; they are intended for use onlywith SRDs.


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Configure assignmentsYou can set up assignments to assign a service request to a service requestcoordinator. Then, you can assign the backend fulfillment requests that are createdto the support groups to fulfill them.

Quick tips: To configure assignment routing, on the Standard Configuration tab of the

Application Administration Console, select the company. Then, click the Createlink next to Assignment.

To configure group assignments, use the Group Assignment form.

For more information, see “Configuring assignments” on page 299 .

Configure entitlements

Optionally, you can configure entitlements. Entitlements enable you to definewhich users can access service offerings to create service requests.

Entitlements are useful for enterprise customers or companies using multi-tenancy because users can view only the available services to which they are entitled. Smallor medium-sized companies might not need to add this extra level of accesscontrol.

Quick tip: To define entitlements, use the Entitlement Console. To add them toSRDs, use the Entitlements tab of the Service Request Definition form.

For more information, see “Configuring packages and entitlements” on page 239.

What users seeUsers do not see all of the backend processes that you configured—applicationtemplates, AOTs, PDTs, and SRDs. They simply see a catalog of services that theycan use to submit a service request. BMC Service Request Management makes itsimple for users to request a service or report a problem. Then, all of the objects youconfigured go to work and help the backend team approve, track, and fulfill therequest.

Basic steps to get startedTo perform the basic level of application configuration, perform the steps listed inthe following table.

You should have a basic understanding of performing common configurationtasks using the Application Administration Console (for example, you know howto log into the IT Home Page, define users in the People form, and so on).


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Basic steps to get started

Action Where to begin For more information

1. Configure your company or organization

Perform standard configuration ofyour company or organization

(such as People, Company,Location, and Site information).

Note: If you have already haveperformed this step in BMCRemedy IT Service Management,you can ignore this step, except forcreating assignment routing forthe application. See “Creatingassignment routing” on page 300 .

From the ApplicationAdministration Console, click the

Standard Configuration tab.

“Managing standardconfiguration data” on page 56

BMC Remedy IT Service Management Configuration Guide

2. Define users

Define the application

administrator.

From the Application

Administration Console, click theStandard Configuration tab. Then,select the Create link for People.

“Defining the application

administrator” on page 39

Define the support staff withappropriate privileges.

From the ApplicationAdministration Console, click theStandard Configuration tab. Then,select the Create link for People.

“User roles and permissiongroups” on page 41

“Creating support groups” onpage 49

“Creating support staffmembers” on page 50

3. Configure settings for BMC Remedy Mid Tier

Configure the Application Settingsform with the mid tier path.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management>Advanced > Application Settings.

“Configuring mid tier and multi-tenancy settings” on page 62

Verify that the mid tier URL neededto identify the DVF components iscorrect.This step is necessary to make surethat, for example, the Request Entryconsole shows the navigationalcategories correctly.

From the AR SystemAdministration Console, selectSystem > General > ServerInformation.

“Configuring the mid tier to viewDVF fields” on page 63


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4. Configure BMC Service Request Management building blocks

Create application templates withpre-set values.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Work Order > Work OrderTemplate.If BMC Remedy IT ServiceManagement applications areinstalled:

Select Change Management >Template > Template.

Select Incident Management >Template > Template.

“About application objecttemplates” on page 82

“About work order templates”on page 76

“Creating change templates” onpage 81

“Creating incident templates” onpage 82

Define the application objecttemplate (AOT).

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Application Configuration >Define Application ObjectTemplate.

“Defining AOTs” on page 83

5. Configure navigational categories

Create navigational categories,including descriptions and images.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Navigational Categories >Category Management.

“Configuring navigationalcategories” on page 65

View, modify, or create images. From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Request Entry Management >Service Request ImageConfiguration.

“Configuring service request imagedefinitions” on page 174

6. Prepare settings, questions, levels, and images for SRDs

Define default behavior of SRDs. From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Advanced > Service RequestDefinition Settings.

“Defining service requestdefinition settings” on page 173

Define the questions to use withSRDs.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Application Configuration >Define Questions Library.

“Creating questions to use withSRDs” on page 203



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Define SRD levels. From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management

> SRD Level > SRD Level.

“Defining SRD levels” on page 174

Relate images to SRDs that appearin the Request Entry console.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Request Entry Management >Service Request Definition ImageManagement.

“Managing SRD images” onpage 175

Configure survey questions forrequesters.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,

select Service Request Management> Advanced > SurveyConfiguration.

“Configuring survey questions” onpage 176 .

7. Configure miscellaneous items

Define default behavior forsurveys.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Advanced > Preferences.

“Defining behavior rules forsurveys” on page 177

View or modify HTML definitions. From the ApplicationAdministration Console, click the

Custom Configuration tab. Then,select Service Request Management> Advanced > Service RequestHTML Configuration.

“Configuring service requestHTML definitions” on page 181

Update the default Preferencerecord for the Request Entryconsole.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Request Entry Management >Default Console Preference.

“Defining default Request Entryconsole preferences” on page 182

View, modify, or create searchexclusions.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Request Entry Management >Service Request Search ExclusionString.

“Configuring service requestquery exclusions” on page 183

(optional) Configure the “classicview” of the Work Order console.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Foundation > AdvancedOptions > View SelectionFramework - Deploy View.

“Deploying the Classic view” onpage 250



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8. Configure work order templates and rules

Modify or delete work ordertemplates.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Work Order > Work OrderTemplate.

“Modifying or deleting work ordertemplates” on page 80

Configure work order rules. From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Work Order > Rules.

“Configuring work order rules” onpage 295

9. Configure service target defaults (applies only if BMC SLM is installed)

Modify default service targettemplates.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Service Level Management >Service Target Defaults.

“Configuring service targets” onpage 155

10. Configure approval process and mappings

Define approvals for each phase inthe business process for a companyor category.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Foundation > AdvancedOptions > Approval ProcessConfiguration.

“Setting up approval processes foryour company” on page 234

Map the BMC Service RequestManagement approval processes toindividuals and groups for anorganization.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Approval > Approval Mappings.

“Creating approver mappings” onpage 223

11. ( optional ) Configure assignment

Create assignment routing for BMCService Request Management.

From the ApplicationAdministration Console, click theStandard Configuration tab. Then,select Assignment.

“Creating assignment routing” onpage 300

Create group assignments for BMCService Request Management.

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Foundation > ConfigureAssignment > ConfigureApplication Assignment.

“Creating group assignments” onpage 301

Note: Even if you have alreadycreating assignment routing forother BMC Remedy IT ServiceManagement applications, youmust configure the ServiceRequest Assignee, Work OrderManager, and Work OrderAssignee.



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After you deploy the SRD, it automatically appears in the Request Entry console.Users can then submit request for the services available to them.

12. (optional ) Configure entitlement

Create entitlement groups(optional).

From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Entitlement > Entitlement GroupManagement.

“Creating entitlement groups(optional)” on page 243

Create people entitlement rules. From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Entitlement > EntitlementManagement.

“Create people entitlementdefinitions” on page 244

Add service request definitionqualifications for entitlement.

From the ApplicationAdministration Console, click the

Custom Configuration tab. Then,select Service Request Management> Entitlement > EntitlementManagement.

“Adding service request definitionqualifications” on page 245

Validate users (optional). From the ApplicationAdministration Console, click theCustom Configuration tab. Then,select Service Request Management> Entitlement > EntitlementManagement.

“Validating users (optional)” onpage 246

Configure on-behalf-of definition

rules for users (optional).Note: On-behalf-of definition rules

can also be used for servicerequests, even if entitlement isnot enabled.

From the Application

Administration Console, click theCustom Configuration tab. Then,select Service Request Management> Entitlement > On Behalf OfManagement.

“Creating on-behalf-of definition

rules” on page 58

13. Create a process definition template (PDT)

Create a process definitiontemplate (PDT).

From the Service Catalog ManagerConsole, select Focus > Process.

“Creating process definitiontemplates” on page 87

14. Create a service request definition (SRD)

Create a service request definition

(SRD), and deploy it.

From the Service Catalog Manager

Console, select Focus > RequestDefinition.

“Creating service request

definitions” on page 109



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About service requestsA service request is the request record that is generated from the service requestdefinition (SRD). Service requests are created from SRD selections by users,

support, and automated tools. A service request is the parent object that managesand tracks the execution of a selected SRD.

Although service requests inherit characteristics from the selected SRD on whichthey are based, they have a life cycle of their own. As described in “Service requestlife cycle” on page 31, a service request has various states to indicate its position inthe life cycle. Approvals can be required for certain state transitions. A servicerequest might also send notifications at certain points in its life cycle to alert usersthat a certain event has occurred.

NOTE The status and status reasons of a service request reflect a snapshot in itsfulfillment life cycle and do not necessarily map 1:1 with the status and statusreasons of an application request. The status and status reasons of the underlyingapplication requests do not roll up to the service request.

When a user submits, modifies, or cancels a request in the Service Request(Request Entry) console, backend fulfillment application entries might not becreated or updated immediately. A delay of up to 10 minutes can occur.

An important part of the role of the Service Request Coordinator is monitoringservice requests that have errors in them. If a service request contains an instanceerror in one of its fulfillment applications, the request cannot move forward untilthe problem is resolved.


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About service requests

Service request life cycleService requests go through many state transitions as they progress.

Figure 1-3: Service request life cycle

NOTE

The In Review state is an internal, temporary state.


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The following table defines all the possible state transitions of service requests from one state to another state. Notifications occur when state transitions or errors occur.

Service request status reasonsWhen a service request enters a state, status reasons can be included. Not all statesinclude status reasons. The following table shows the available status reasons.

“To” stateDraft In

Review

Waiting

Approval

Pending Planning In

Progress

Completed Rejected Cancelled Closed

“From”state

Draft Yes No No No No No No Yes NoWaitingApproval

No No Yes Yes No No Yes Yes No

Pending No No Yes Yes No No No Yes NoPlanning No No No Yes Yes Yes No Yes NoInProgress

No No No Yes No Yes No Yes No

Completed No No No No No No No No YesRejected Yes No Yes No No No No Yes No

Cancelled No No No No No Yes No No YesClosed No No No No No No No No No

Service request status Status reasons

Pending Approval

Review More Information

Completed Successful Successful With Issues

Cancelled By User By Provider

Closed Cancelled


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Customizing the application

Customizing the applicationBMC Service Request Management is built on BMC Remedy AR System. Thisenables experienced administrators, workflow developers, and consultants to

extend and customize the behavior of the advanced interaction forms suppliedwith BMC Service Request Management to meet the changing needs of yourorganization and to integrate it with other applications. BMC offers courses for beginners through advanced workflow developers.

For more information, visit BMC Software education at:

http://www.bmc.com/education/

For information about extending the functionality of BMC Service RequestManagement, visit the Customer Support website at:

http://www.bmc.com/support

http://www.bmc.com/education/http://www.bmc.com/supporthttp://www.bmc.com/supporthttp://www.bmc.com/education/


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Chapter

2 Getting startedThis section describes how to set up the application.

NOTE You must have the SRM Administrator permission to configure the application.

The following topics are provided : Opening application consoles (page 36) About the Application Administration Console (page 37) Configuration prerequisites (page 38) Defining the application administrator (page 39) User roles and permission groups (page 41) User access to application consoles and functions (page 44) Application functional roles (page 46) Performing a standard configuration (page 46) Managing standard configuration data (page 56) Creating on-behalf-of definition rules (page 58) Allowing unknown users access to the Request Entry console (page 60) Configuring business hours and holidays (page 61) Configuring mid tier and multi-tenancy settings (page 62) Configuring the mid tier to view DVF fields (page 63)


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Opening application consolesThe following procedures describe how to open application consoles.

To open application consoles by using a browser1 Type the following URL in to your browser’s address bar:

http:// webServer : port /arsys/

webServer is the fully qualified name of the BMC Remedy Mid Tier system,specified in the format server_name.company.com .

port is an optional port number, which is needed if the web server is not on thedefault port (port 80).

2 Enter your user name and password, and click Login.

3In the navigation pane of the Overview Console, click one of the applicationconsole links, such as Service Catalog Manager Console.

TIP Create a favorite or bookmark for each console you want to access directly.

To open application consoles by using BMC Remedy User

1 Choose Start > All Programs > BMC Software > AR System > BMC Remedy User.

2 In the Login dialog box, follow these steps:

a In the User Name field, type your user name.

NOTE Guest users and unknown users who are not associated with a company must login using the default set up by their company.

b In the Password field, enter your password.

c In the Preference Server field, specify the server name if your administrator setup a preference server for centralized user preferences.

3 Click OK.

If the IT Home Page does not open automatically:a Choose Tools > Options.

b In the Options dialog box, click the Home Page tab.

c Select the Open the Home Page Automatically option.

d Log out of BMC Remedy User, and log in again.

4 In the navigation pane, click one of the application console links, such as ServiceCatalog Manager Console.


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About the Application Administration Console

About the Application Administration ConsoleYou configure the application using the Application Administration Console. Theconsole shows common items and items for the applications that you have

installed. The configuration forms are available only to BMC Remedy AR Systemadministrators and application administrators.

NOTE Always open forms from this console. If you open the forms directly from theobject list in BMC Remedy User, you might not see all the information you need,or you might experience unexpected results.

The Application Administration Console has two tabs: Standard Configurationand Custom Configuration. The Standard Configuration tab ( Figure 2-1 ) listsseven steps that walk you through the process of configuring your organization’sinformation.

NOTE If you installed and configured a BMC Remedy IT Service Management Suiteapplication before installing BMC Service Request Management, the standardconfiguration steps might have already been done.

Figure 2-1: Application Administration Console—Standard Configuration tab


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The Custom Configuration tab provides access to configuration forms. Use theforms accessed from this tab to go beyond the standard configuration.

Figure 2-2: Application Administration Console—Custom Configuration tab

For more information about configuration, see the BMC Remedy IT Service Management Configuration Guide.

Configuration prerequisitesYou can configure the application to contain custom entries about the variouspeople, groups, skills, responsibilities, and geographic locations associated withyour organization.

Before you begin configuring the application, verify that the followingconfiguration prerequisites are met:

You must have an BMC Remedy AR System write license (either fixed orfloating) and an application license to create or modify entries in the ApplicationAdministration Console.

You must have a basic knowledge of BMC Remedy AR System administrationtasks.


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Defining the application administrator

Defining the application administratorThe application is installed with a default application administrator ( appadmin ),which you can use to start configuring the application and define the application

administrator.The following procedure describes the minimum number of entries that you needto make to enable the administrator to configure the application. You should addsupport staff information to the application administrator entry, as described in“Creating support staff members” on page 50 .

To define a BMC Service Request Management administrator1 Log into the BMC Remedy AR System server as the appadmin user.

2 On the Standard Configuration tab of the Application Administration Console,select the company for which to define the application administrator.

3 Click the Create link next to People.

NOTE Always configure people by opening the People form from the ApplicationAdministration Console. Information that you add or modify on the People formis automatically updated to the BMC Remedy AR System User form, butinformation updated on the User form is not updated to the People form.

4 In the People form, enter information in the required fields.

5 Enter the administrator’s email address.

The default notification method is email.

6 For the application administrator (and all support staff), select Yes in the SupportStaff field.

The Support Groups tab appears. For the application administrator and all supportstaff, you must complete the Login/Access Details tab and the Support Groupstab.

7 Give the person the appropriate administrator permissions.

a On the Login/Access Details tab, enter the Login ID and the Password.

b Click Update Permission Groups.c In the Permission Group field on the Permission Group dialog box, select a

permission group to add, and click Add/Modify. Request > SRM Administrator Foundation > ASE-Administrator Task > Task Administrator (optional, so that the SRM administrator can

access the Task Management System configuration forms)

For more information about permissions, see “User roles and permissiongroups” on page 41 .


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d If required, select a license type of Fixed or Floating.

e Click Add/Modify for each permission group.

f When you finish adding permission groups, click Close.

8 If you use the Company field to restrict access to specific companies, complete thefollowing steps to give the application administrator access to data in theapplications by assigning the administrator to specific companies. Otherwise,select Yes in the Unrestricted Access field (the default) on the Login/Access Detailstab of the People form.

To select a specific company:

a Click Update Access Restrictions.

b In the Access Restriction field of the Access Restrictions dialog box, select acompany for which to add access to the person.

c Click Add/Modify and Close.

9 If the administrator will also be

bmc service request management 7.6.04 - administration guide

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