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04
Administration Guide
January 2011
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Contents
Preface
13
Type of users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
BMC Service Request Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 1
17
18
19
20
20
21
21
22
22
22
23
23
24
24
24
24
30
31
32
33
Chapter 2
35
Getting started
Contents
36
37
38
39
41
44
46
65
73
87
About PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Understanding data flow in PDTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
How PDTs are defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
How PDTs work when a user requests a service . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
About variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Creating PDTsQuick Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Administration Guide
109
Contents
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Administration Guide
Chapter 8
203
204
205
206
207
208
209
209
210
213
215
Chapter 9
217
Configuring approvals
218
218
219
219
223
230
230
231
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233
234
238
Chapter 10
239
240
240
241
242
242
243
244
244
245
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Chapter 11
247
Contents
248
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249
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Administration Guide
Configuring assignments
299
300
301
303
303
Chapter 13
305
306
307
308
309
309
310
312
313
313
314
315
316
316
316
Chapter 14
319
329
330
330
331
331
332
333
333
335
335
336
337
337
338
11
345
357
12
Glossary
363
Index
369
Administration Guide
Preface
This guide describes how to administer BMC Service Request Management. This
application runs on the BMC Remedy Action Request System (BMC Remedy
AR System) platform and consumes data from the Atrium Service Catalog.
BMC Service Request Management provides a consistent user interface where
users can request a service or report an incident through the service desk. Users or
service desk staff can select services from a Service Catalog that the business
service catalog manager sets up.
BMC Service Request Management works with other processes, such as BMC
Remedy Incident Management and BMC Remedy Change Management, to resolve
a users request or incident. BMC Service Request Management manages the entire
process, from submission to completion.
Type of users
This guide is for the following application users:
Service desk staff (or the frontline support staff) who handle customer calls or
web submissions, create or modify service requests, and communicate the
resolutions.
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 a
separate set of help files that are accessed from the web-based forms by clicking the
Help link.
Preface
13
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
Everyone
Administrators
BMC Service Request Management Users Procedures for using the application.
Guide
Everyone
Best Practices: Deploying, Extending, and Best practices for creating and deploying BMC
Customizing BMC Service Request
Service Request Management in your enterprise.
Management 7.6.00 white paper
Administrators/
Developers/
Programmers
Administrators
Everyone
14
Administration Guide
Title
Document provides
Audience
Everyone
Everyone
Preface
15
16
Administration Guide
Chapter
17
Administration Guide
19
Self-service interfaceEntry point where users can submit requests from the
service catalog. It provides user-friendly access to services, without exposing the
implementation details to the service requester.
20
Administration Guide
Analyze
Before you begin using the application, you need to analyze your processes and
roles. Ask yourself what services users will be requesting. If you are integrating
with 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 might
include a service for setting up a new employees computer, phone, and email; a
Facilities category might include a service for moving an office or replacing a
broken light bulb. In BMC Service Request Management, these services are defined
in service request definitions (SRDs).
When you know the service requests that you want for your users, you can break
those services down into:
Process stepsIn BMC Service Request Management, these process steps are
called application object templates (AOTs). Process steps (or AOTs) are the steps
required to complete a process. For example, the steps required to order
software might be to contact the vendor, create a purchase order, and so on. The
AOT represents how the process is fulfilled.
Optionally, you can create an application template, which is referenced in an AOT
to prepopulate fields in the fulfillment record that the service request creates.
Finally, you can set up your Questions Library so that you will have questions
ready to map from service requests to the backend fulfillment applications, or you
can create questions within the SRD. See Creating questions to use with SRDs on
page 203.
21
Additionally, you must configure the navigation categories for the services that
you want to provide. For more information, see Configuring navigational
categories on page 65.
Work order templates with the Work Order Management application, which is
included with BMC Service Request Management.
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 BMC
Service Request Management.
For more information, see Creating application templates and application object
templates on page 73.
Create AOTs
An AOT is the interface to the back-end application that creates the backend
fulfillment application record. In the AOT, define the company, application, and
application template (if any).
For more information, see Creating application templates and application object
templates on page 73.
Quick tip: To define an AOT, use the Application Object Template form. To access
this form, from the Application Administration Console, click the Custom
Configuration tab. From the Application Settings list, choose Service Request
Management > Application Configuration > Define Application Object Template,
and click Open.
Create PDTs
After 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 PDT
can 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 drive
upgrade. PDTs are not directly used by themselves; they are intended for use only
with SRDs.
22
Administration Guide
PDTs can:
Create SRDs
After you have your application templates, application object templates (AOTs),
and process definition templates (PDTs) created, you can create your service
request definition (SRD). An SRD represents a service offering that users can
request through the Request Entry Console.
When you create an SRD through the Service Request Definition form, you can
change the status to Request for Approval. If no approvals are required, the status
changes to Deployed. If approvals are required, when the SRD is approved, the
status changes to Deployed, and the SRD is online so that users can request a
service.
Quick tip: To define an SRD, use the Service Request Designer. To access this
wizard, from the IT Home page, click the Service Request Designer link under the
BMC Service Request Management heading. To manage an SRD and track its
progress from Draft to Deployed, use the Service Request Definition form.
For more information, see Creating service request definitions on page 109.
Configure approvals
Optionally, you can set approvals for SRDs and service requests. Use the Service
Request Definition form to configure approvals for an SRD and its corresponding
service request. Approvals for SRD and service requests are optional.
For more information, see Configuring approvals on page 217.
23
Configure assignments
You can set up assignments to assign a service request to a service request
coordinator. Then, you can assign the backend fulfillment requests that are created
to the support groups to fulfill them.
Quick tips:
Configure entitlements
Optionally, you can configure entitlements. Entitlements enable you to define
which 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. Small
or medium-sized companies might not need to add this extra level of access
control.
Quick tip: To define entitlements, use the Entitlement Console. To add them to
SRDs, use the Entitlements tab of the Service Request Definition form.
For more information, see Configuring packages and entitlements on page 239.
24
Administration Guide
Action
Where to begin
Managing standard
configuration data on page 56
BMC Remedy IT Service
Management Configuration Guide
25
Action
Where to begin
26
Administration Guide
Action
Where to begin
27
Action
Where to begin
28
Administration Guide
Action
Where to begin
After you deploy the SRD, it automatically appears in the Request Entry console.
Users can then submit request for the services available to them.
29
NOTE
The status and status reasons of a service request reflect a snapshot in its
fulfillment life cycle and do not necessarily map 1:1 with the status and status
reasons of an application request. The status and status reasons of the underlying
application 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 be
created or updated immediately. A delay of up to 10 minutes can occur.
An important part of the role of the Service Request Coordinator is monitoring
service requests that have errors in them. If a service request contains an instance
error in one of its fulfillment applications, the request cannot move forward until
the problem is resolved.
30
Administration Guide
NOTE
The In Review state is an internal, temporary state.
31
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.
To state
Draft
From Draft
state
Waiting
Approval
In
Review
Waiting
Approval
Pending
Planning
In
Progress
Completed
Rejected
Cancelled
Closed
Yes
No
No
No
No
No
No
Yes
No
Yes
Yes
No
No
Yes
Yes
No
Yes
No
No
No
Yes
No
Yes
Yes
No
Yes
No
Yes
No
Yes
No
No
No
Yes
Yes
No
No
No
Pending
No
No
Yes
Planning
No
No
No
Yes
In
Progress
No
No
No
Yes
No
Completed No
No
No
No
No
No
Rejected
Yes
No
Yes
No
No
No
No
Cancelled
No
No
No
No
No
Yes
No
No
Closed
No
No
No
No
No
No
No
No
Yes
No
32
Status reasons
Pending
Approval
Review
More Information
Completed
Successful
Successful With Issues
Cancelled
By User
By Provider
Closed
Cancelled
Administration Guide
33
34
Administration Guide
Chapter
Getting started
NOTE
You must have the SRM Administrator permission to configure the application.
The following topics are provided:
35
TIP
Create a favorite or bookmark for each console you want to access directly.
NOTE
Guest users and unknown users who are not associated with a company must log
in 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 set
36
Administration Guide
NOTE
Always open forms from this console. If you open the forms directly from the
object 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 Configuration
and Custom Configuration. The Standard Configuration tab (Figure 2-1) lists
seven steps that walk you through the process of configuring your organizations
information.
NOTE
If you installed and configured a BMC Remedy IT Service Management Suite
application before installing BMC Service Request Management, the standard
configuration steps might have already been done.
Figure 2-1: Application Administration ConsoleStandard Configuration tab
37
The Custom Configuration tab provides access to configuration forms. Use the
forms accessed from this tab to go beyond the standard configuration.
Figure 2-2: Application Administration ConsoleCustom Configuration tab
For more information about configuration, see the BMC Remedy IT Service
Management Configuration Guide.
Configuration prerequisites
You can configure the application to contain custom entries about the various
people, groups, skills, responsibilities, and geographic locations associated with
your organization.
Before you begin configuring the application, verify that the following
configuration prerequisites are met:
You must have an BMC Remedy AR System write license (either fixed or
floating) and an application license to create or modify entries in the Application
Administration Console.
38
Administration Guide
NOTE
Always configure people by opening the People form from the Application
Administration Console. Information that you add or modify on the People form
is automatically updated to the BMC Remedy AR System User form, but
information 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 administrators email address.
Staff field.
The Support Groups tab appears. For the application administrator and all support
staff, you must complete the Login/Access Details tab and the Support Groups
tab.
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
39
NOTE
The relationship roles are Member and Associate Member. These values are
informational only. Member means that the person belongs to the support group.
Associate Member means that the person has access to modify requests assigned to
that support group.
d Click Add.
A support person can belong to more than one support group. To select the
primary support group, select the support group, and click Set to Default.
To change the relationship role, click Make Associate Member or Make Member.
10 Click the Functional Role Update tab.
You can use this tab to assign functional roles to people in support groups.
Functional roles extend access granted by permissions groups, but only for specific
support groups that are used in the application. For example, someone might be a
member of two support groups, but is a Request Approver for only one.
40
Administration Guide
Selections in lists for the Company, Support Organization, and Support Group
Name fields on this tab appear only if support groups have been related to the
person on the Support Group Update tab.
b Select a functional role (such as Request > Request Approver) and click Add.
12 Click Close, and click Add in the People form.
13 Confirm the password.
Console
User
Request Entry
No permissions
are required
Business manager
No
41
User role
Console
BMC Service
Request
Management
application
administrator
Application
Administration
Console
SRM
Administrator
No
Optional
No
ASE
Overview Console Administrator
(optional)
Task
Administrator
(optional)
Service catalog
manager
Service Catalog
Manager Console
Request Catalog
Manager
Entitlement
Administrator
Overview Console (optional)
SLM Config
(optional)
Service Request
Designer
Business analyst
Service Request
Designer
Business Analyst
Entitlement
Overview Console Administrator
(optional)
42
Administration Guide
User role
Console
Service request
coordinator
Service Request
Coordinator
Console
Service Request
User
Yes
Service Request
User
Yes
Yes
Yes
Request Entry
console
Approval Console
Overview Console
Fulfillment
provider
Work Order
Console
Work Order
Console
Work Order
Master
Work order
assignee
Work Order
Console
Overview Console
Work Order
Master
43
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Business
Manager
Console
No
No
No
Yes
No
No
No
No
Service
Request
Coordinator
Console
No
No
Yes
No
No
No
No
No
Service Catalog No
Manager
Console
No
No
No
No
Yes
No
No
Service
Request
Designer
No
No
No
No
No
Yes
No
Yes
Application
No
Administration
Console
No
No
No
Yesa
No
Yes
No
Import Export
Console
No
No
No
No
No
Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Create, modify, No
or cancel
service
requests for
others.
No
Yes
Yes
No
No
No
No
Functions
44
Administration Guide
Types of service
request users
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Define
entitlement
rules.
No
No
No
No
Yes
Yesb
Yes
No
Create reports. No
No
Yes
Yes
No
Yes
No
No
No
Access
application
administration
and
configuration.
No
No
No
No
No
Yes
No
Create and
modify AOTs.
No
No
No
No
No
Yes
No
No
Create and
modify PDTs.
No
No
No
No
No
Yes
No
No
Create and
modify SRDs
using the
Service
Request
Definition
form.
No
No
No
No
No
Yes
No
No
Create SRDs
using the
Service
Request
Designer.
No
No
No
No
No
Yes
No
Yes
Perform
system-level
troubleshooting.
No
No
Yes
No
No
No
Yes
No
a.
45
NOTE
For more information about notifications, see Configuring mid tier and multitenancy settings on page 62.
The following table lists the functional roles defined in the application and their
purposes.
Functional role
Purpose
Request Approver
SRD Approver
Grants full access to work orders that are assigned to the assignees group.
Grants full access to work orders that are assigned to the managers group. This
role can be applied to either the Assigned or Manager Group in the work order
form.
46
Administration Guide
TIP
If you create a company, but do not complete standard configuration, you can
return to this procedure. Select the company you are configuring, and continue.
3 Click Next Step.
NOTE
Complete steps in sequence. If you skip a step, you might not be able to complete
a subsequent step. For example, you cannot create a people record for support staff
unless a support group has been created.
47
4 To create additional configuration records for a step, click the appropriate Create
link.
For example, to create additional departments for the company, click the Create
link next to Organization.
5 To modify or further customize a configuration record, click the appropriate View
link.
Creating a company
The first step in standard configuration is to configure a company. Everything else
that you configure belongs to this company. You can configure multiple
companies if your company is made up of smaller companies that are separate
entities.
To create a company
1 On the Standard tab of the Application Administration Console, click Click here to
Creating organizations
Organization structure is defined as Company > Organization > Department,
which represents how a company is represented from a business perspective.
Enter the name of the organization to create it. After you add the first department
to the organization, you can select the organization when you add another
department.
3 Enter the department, and click Add.
48
Administration Guide
Creating locations
The Location structure is defined as Company > Region > Site Group and Site,
which represents locations of sites. The location structure can be used in group
assignment and other mapping functions, such as approvals. Sites represent a
physical location (such as a building) for a company.
To create locations
1 On the Standard Configuration tab of the Application Administration Console,
Location form.
You can use the Region and Site Group fields to create a location structure with
two or three levels.
Site GroupGeographic areas can be subdivided into site groups, which are
collections of individual locations. A company can have any number of site
groups, depending on how many locations it has and where the locations are.
An example of a company site group is ABC Europe Group.
Enter the name of the site group to create it. After you add the first site to the site
group, you can select the site group when you add another site.
4 Enter the site designation in the Site field.
5 Enter or select the site address information.
6 Click Add.
NOTE
Support groups are used in configuring business hours and holidays, which are
used in calculating the expected completion date of requests and in the Work
Order application.
49
The Support Group Role field describes the role that the support group has in the
organization. For example, the support group named Internal Support might
provide the Help Desk function, while another support group provides Tier 2
support.
5 Click Add.
50
Administration Guide
following steps:
a Click the View link next to People.
b From the People form, search for a user to add as a member of the support staff
Select a Country Code for a phone number from the list or enter one manually.
If you omit the phone number, it is set as unknown.
9 (optional) Enter the email address. An email address is required to receive email
notifications.
10 (optional) If this person is a home-based employee, click Edit Home Address to
enter the home address and click the icon to the right of the Edit Home Address
field to enter the phone number.
11 In the Organization Information area, select the company and, optionally, select
People who have access to the People form can change their password.
b Under License Type, select Fixed or Floating in the License Type field.
c If you have the BMC Remedy AR System full text search option, select the
51
e In the Permission Group field, select each appropriate permission group to add,
Access Restrictions to give the support staff member access to data of the selected
companies. Otherwise, select Yes in the Unrestricted Access field on the Login/
Access Details tab.
15 From the Support Groups tab, click Update Support Groups and Roles and add the
Save.
17 Confirm the password.
The persons information is stored in the BMC Remedy AR System User form and
in the People form.
NOTE
For information about guest users, see Allowing unknown users access to the
Request Entry console on page 60.
52
Administration Guide
Information required
Office-Based
Employee
Field-Based
Employee
Contractor
Customer
Prospect
Vendor
Home-Based
Employee
Select a Country Code for a phone number from the list or enter one manually.
If you omit the phone number, it is set as unknown.
8 (optional) Enter the email address. An email address is required to receive email
notifications.
9 (optional) If this person is a home-based employee, click Edit Home Address to
enter the home address and click the icon to the right of the Edit Home Address
field to enter the phone number.
10 In the Organization Information area, select the company and, optionally, select
You must select a site for employees, but it is optional for customers and vendors.
12 To enable this person to log into the system, perform the following steps on the
People who have access to the People form can change their password.
b Under License Type, select Fixed, Floating, or Read in the License Type field.
NOTE
If you select a Read license for any user, you must set the Submitter Mode option
to Locked in the Licenses tab of the AR System Administration: Server Information
form. See the BMC Remedy Action Request System Configuration Guide.
c If you have the BMC Remedy AR System full text search option, select the
53
NOTE
In BMC Service Request Management, product categorization is used only by the
Work Order Management application.
The Product Categorization structure is defined as Tier 1 > Tier 2 > Tier 3 > Product
Name and Manufacturer > Model Version, which is used to categorize different
products or configuration items in the Atrium Service Catalog.
Before creating or modifying product information, it is important to understand
product relationships:
When creating product category information, you must complete all three tiers.
The product name or manufacturer field is optional, but both are required if
either is specified. One tier can be sufficient, depending on the item being
created. If you create a product for which only one tier is required, you can set
the other two tiers to None.
Each product category can have more than one product model/version.
Products can be associated with one or more companies.
Each product category must be unique. You might find it helpful to view existing
categories before creating categories. For more information about viewing
categories, see Managing standard configuration data on page 56.
The CI Type field specifies the type of CI for which you are creating this product
category.
5 Select or enter the Product Categorization Tiers.
TIP
If you are creating a product that requires only one tier, enter None for the other
two tiers.
54
Administration Guide
After you create a product category with a particular tier 1 and tier 2, you can select
those tiers when creating additional product categories. For example, if you create
a product category for Hardware > Server > Linux, you might first enter all three
categories, but when you create a product category for Hardware > Server >
Windows, you can select both Hardware and Server.
6 (optional) Enter or select a product name.
NOTE
To temporarily prevent the category from being selected from the application, set
the status to Proposed.
9 In the Origin field, leave the default value of Custom.
10 In the Suite Definition field, select Yes if this product is part of a suite of related
NOTE
In BMC Service Request Management, operational categorization is used only by
the Work Order application.
Each operational category must be unique. You might find it helpful to view
existing categories before creating categories. For more information about viewing
categories, see Managing standard configuration data on page 56.
55
After you create an operational category with a particular tier 1 and tier 2, you can
select those tiers when creating additional operational categories. For example, if
you create an operational category for Add > User > Account, you might first enter
all three categories, but when you create an operational category for Add > User >
Web Page, you can select both Add and User.
4 Select Enabled for the status.
NOTE
You can set the status to Proposed to temporarily prevent the category from being
selected from an application.
5 Select whether the category is available for the company that you are configuring,
When you save the operational category, it is automatically related to the Global
company. This makes the operational category available on other forms, for all
operating and customer companies.
The corresponding form appears with the search results that show all the records
for the selected company. If appropriate, records applicable to all companies are
also listed. For example, if you click the View link next to Support Group, the
Support Group form appears, showing all matching support groups.
The top part of the form shows the search results, and the bottom half shows the
selected record.
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Administration Guide
You can view the data or make changes, as appropriate. For additional
information, see the following table.
Location of view link Form
Additional information
Configuration for
Company
Company form
Organization
People Organization You can make updates on this form, such as selecting a different
Update form
department or typing the new name of an organization.
You can also make changes to the companys organizations from
the Organizations tab of the Company form. See Creating
organizations on page 48.
Location
Site Company
Relationship form
You can view the locations for a company from this form, but you
cannot make changes.
To modify a site, click the Edit Site button from this form to open
the Site form. See Creating locations on page 49.
Support Group
People
People form
Product Category
Product Company
Relationship form
From this form, you can only enable or disable the product
category for the company or applications.
To modify the product category, click the Edit Product Category
button from this form to open the Product Catalog form. See
Creating product categories (optional) on page 54.
Operational
Category
Operational
Company
Relationship form
From this form, you can only enable and disable the operational
category for the company or applications.
To modify the operational category, click the Edit Operational
Category button from the Product Category Relationship form to
open the BMC Atrium Operational Catalog form. See Creating
operational categories on page 55.
See Configuring assignments on page 299.
4 Click Save.
57
Anyone can enter a service request on-behalf-of anyone else by using a company
to company rule with -Global- for the requester and -Global- for the requester to
act on-behalf-of.
An individual with a BMC Remedy AR System Read license can act on-behalfof another individual, group, or company.
NOTE
Users who are allowed to submit requests on-behalf-of another user must be
assigned a fixed or floating license. Otherwise, they cannot manage requests after
they have been submitted on-behalf-of another user. In addition, they cannot
manage a cart for another user.
You can use this feature even if you choose to disable entitlement management.
tab.
2 From the Application Settings list, choose Service Request Management >
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Administration Guide
to. If you are not permitted to act on-behalf-of the selected user, you
receive a warning message.
Company
Group
Choose a group name for the company (for example, Calbro Services >
Service Desk).
When selecting a group for the Requester Type, you can only select a
group that you have access to.
Note: To enter a request on-behalf-of a group you are not a member of,
you must select Yes in the Unrestricted Access field (the default) on
the Login/Access Details tab for your record on the People form
8 Define a user or company that the user is acting on-behalf-of.
If you select this Follow these steps
Requested For
Type
User
Group
which the user is not a member, select Yes in the Unrestricted Access
field (the default) on the Login/Access Details tab for that users
record on the People form.
9 Click Save.
Chapter 2 Getting started
59
The Requested By and Contact Information sections on the Service Request and
Work Order forms provide the details about the person who submitted the
service request or work order. (The organization and department of the
Requested By person are based on the Requested By company.)
The Requested For and Customer Information sections on the Service Request
and Work Order forms provide the details about the person who the service
request or work order was submitted on behalf of. (The organization and
department of the Requested For person are based on the Requested For
company.) If a user submits a service request on behalf of himself, the Requested
For information equals to that of the Requested By.
The Location Information section lists the location company, region, site group,
and site of the service request or work order. Region, site group and site are
based on the location company. The location information is not necessarily the
same as the Requested For persons location on the People form. (Many
applications allow the location information to be modified manually.)
When the backend request is submitted, the location information from the
backend is passed to the location information on service request. If the
information is not provided from the backend, the system sets the location
information on the service request to that of the Requested For person from the
the People form. The same happens with the work order.
company name.
To open the System Settings form, open the Application Administration Console,
and click the Custom Configuration tab. Then, choose Foundation > Advanced
Options > System Configuration Settings > System Settings.
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Administration Guide
2 On the Application Settings form, set the Allow Unknown Users option to Yes and
NOTE
For unknown users who have a BMC Remedy AR System login and no People
record, some organizations might not want guest users to access their systems. In
this situation, do not enable the Allow Guest User option.
tab.
2 From the Application Settings list, choose Foundation > Organizational Structures
NOTE
To set the server time zone, you must first specify the time zone. To set the time
zone, choose Foundation > Organizational Structures > Time zone from the
Custom Configuration tab of the Application Administration Console.
7 Enter the start and end times or click the 7 X 24 or Default button, and click Save.
The business hours you specified appear on the Business Hours and Holidays tab
of the Support Group form.
Chapter 2 Getting started
61
8 To add business holidays, click the Update button in the Business Holidays section
of the form.
9 On the Business Holidays Definition form, click the Server Time Zone button to
select the time zone for the BMC Remedy AR System server.
10 In the Holiday field, enter a holiday date.
11 Click Add, and enter the remaining holidays.
NOTE
Multi-tenancy is how access control to data is enforced in the application. For
example, when you create an SRD, you either specify which company it belongs to
or you designate it as a global SRD. As a result, if the SRD is attached to Calbro
Services, for example, only users who belong to Calbro Services can access it. But
if the SRD is global, you are allowing any user to see it, regardless of which
company they belong to.
tab.
2 From the Application Settings list, choose Service Request Management >
Settings form, specify whether to allow guest users to access the Request Entry
console, as follows:
a In the Allow Unknown Users field, select Yes or No.
b If you select Yes, specify the proxy login information.
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Administration Guide
NOTE
If Multi-Tenancy appears in the Tenancy Mode field, your organization uses the
Company field for access control. You cannot allow guest users to access the
system; only users registered in the People form are allowed access. For
information, see Allowing unknown users access to the Request Entry console
on page 60.
4 In the Mid Tier Path field, enter the default path of the BMC Remedy Mid Tier
NOTE
You must perform this task even if you only use BMC Remedy User to access the
application.
NOTE
For the application to function correctly, the URL used to access the Request Entry
console must contain the current BMC Remedy AR System server for the mid tier,
which is the value in the $SERVER$ variable.
5 Click OK.
6 Open the BMC Remedy Mid Tier Configuration Tool:
http://midTierHost/arsys/shared/config/config.jsp
7 Click General Settings.
63
8 Enter the AR Server name in the Data Visualization Module Server field, matching
Home Page.
12 In the left navigation pane, click the Request Entry link under Service Request
Management.
13 If you correctly configured the mid tier, the Request Entry console appears.
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Administration Guide
Chapter
Configuring navigational
categories
This section describes how to configure navigational categories.
NOTE
You must have the SRM Administrator permission to navigational categories.
The following topics are provided:
Chapter 3
65
NOTE
Navigational categories do not appear in the Request Entry console until they are
associated with an SRD. Some SRD categories are pre-configured by default with
their own images. You can relate a different image with these categories. In
addition, when you configure your own navigational categories for your
organization, you can assign customized images to them, based on your
organization. (For more information, see Configuring service request image
definitions on page 174.)
After you define the navigational categories, their values appear in the following
areas:
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Administration Guide
When defining navigational categories, the best practice is to follow this sequence
of steps:
Step 1 Defining global navigational categories on page 68
Step 2 Defining company navigational categories on page 70
Step 3 Sorting navigational categories on page 71
Follow this sequence because you move company navigational categories up and
down the navigation tree relative to the global categories. After you specify the
sequence of the global categories, they are fixed and do not change when you start
working on your company categories. After you establish the global categories,
you move the company categories around them, above or below a global category.
TIP
Define only a manageable number of SRDs and navigational categories. Increasing
the number of navigational categories to users can slow the performance of search
operations in the Request Entry console.
The system prevents you from creating duplicate Category 1 records. You can,
however, create Category 2 and Category 3 records that have the same name. For
example, you can create two Category 3 records called Password Reset because
the two different contexts in the Request Entry console determine its particular
use.
Business Systems (Global Category 1)
iTime (Category 2)
Password Reset (Category 3)
Network (Calbro Category 1)
NT Authentication (Category 2)
Password Reset (Category 3)
NOTE
If guest users must be able to access navigational categories, create the categories
for global companies.
Chapter 3
67
tab.
2 From the Application Settings list, choose Service Request Management >
This category name represents a Category 1 record shown in the Request Entry
console. The category name is shown in the Navigational Categories section of
the Service Request Definition form.
If you want to enter the greater than (>) or less than (<) sign in the Category
Name field, use encoded text (> for >, and < for <); otherwise, browsers will
interpret the greater than and less than signs as valid HTML markup if the
category name is included in a URL.
d (optional) Add a brief description of the category.
e (optional) Click Change Image to select an image.
The status determines if the category is available on other forms (for example,
the Request Entry console or the SRD Qualification for Entitlement).
g Click Apply to add the category details to the tree.
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Administration Guide
4 To add additional Category 1 records, select Categories at the top of the tree, and
click Add.
Repeat step b to step g, until you finish adding Category 1 records.
5 To create a Category 2 record in the tree:
a Select the Category 1 record, and click Add.
b Enter a category name (for example, Printer) and a description.
In the Request Entry console, the Category 2 value appears under Browse SubCategories.
NOTE
You cannot select images for Category 2 records.
6 To create a Category 3 record in the tree:
a Select the Category 2 record.
b Click Add.
c Enter a category name (for example, Xerox Laser Printer) and a description.
Category 3 values appear when a user clicks a Browse Sub-Categories link for a
service category in the Request Entry console. You cannot select images for
Category 3 records.
7 To delete a category, select the category to delete, and click Delete.
To delete a parent Category 1 record, you must first delete the child Category 2 and
Category 3 records.
NOTE
You cannot delete a navigational category that is currently used with an SRD. You
must first select a different category for the SRD or delete the SRD. Then, you can
delete the category.
8 To localize the navigation categories, click Manage Locales.
Translated categories follow the default language sort order specified in Category
Management.
The Category Localization form lets you manually translate each category. You can
specify the locale to show the navigational category in the language that is the most
useful to your users. You can deliver localized navigational categories to different
users, simultaneously, in multiple languages with different display properties.
NOTE
Deleting a category unrelated to an SRD deletes all localized categories. For more
information, seeLocalizing navigational categories on page 333.
To sort global navigational categories, see Sorting navigational categories on
page 71.
Chapter 3
69
You can create a combination of global and company navigational categories, and
later interleave these categories together. For example, you can insert a company
category between two global categories.
NOTE
You can add company Category 2 or Category 3 records under global categories,
but you cannot add global categories under company categories.
tab.
2 From the Application Settings list, choose Service Request Management >
Services).
b Select Categories at the top of the tree.
c Click Add.
d Select New Category from the tree.
e Enter a Category Name (for example, Calbro Services Computers).
If you want to enter the greater than (>) or less than (<) sign in the Category
Name field, use encoded text (> for >, and < for <); otherwise, browsers will
interpret the greater than and less than signs as valid HTML markup if the
category name is included in a URL.
f (optional) Add a brief description of the category and change the image.
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Administration Guide
records.
5 To create a Category 2 record in the tree:
a Select the Category 1 record.
To delete a parent Category 1 record, you must first delete the children Category 2
and Category 3 records.
NOTE
You cannot delete a navigational category that is currently used with an SRD. You
must first select a different category for the SRD or delete the SRD. Then, you can
delete the category.
For example, you can move Calbro Category 1 Email up above Global Category 1
Hardware or you can move it below Calbro Category 1 Computers, but you cannot
move it to any Category 2 or Category 1 level in the tree.
Chapter 3
71
You can sort Category 2 and Category 3 records in their category levels. You can
sort its global and company Category 2 records (for example, Calbro Acrobat or
Global Microsoft), or its global and company Category 3 records (Calbro Excel or
Global Microsoft Word).
NOTE
After you have selected a company, you cannot sort any Global categories. You
must select Global as the company to enable sorting of Global categories.
You can sort global and company records in each category level.
TIP
Sort the Global categories first, and sort the company categories later.
3 (optional) To test your navigation categories:
a From the Service Catalog Manager Console, click Create.
b From the Service Request Definition form, create one or more SRDs with your
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Administration Guide
Chapter
Creating application
templates and application
object templates
Before you can create process definition templates (PDTs) and service request
definitions (SRDs), you must create an application template, which is stored in an
application object template (AOT). You will have an AOT for each step in the
process of a service request.
AOTs are created by the Service Catalog Manager to define the process steps that
are used in PDTs.
NOTE
You must have the Request Catalog Manager permission to create AOTs.
The following topics are provided:
73
NOTE
Do not confuse application templates with application object templates (AOTs)
AOTs are container objects that contain an application template.
Application templates are templates that are part of other applications, for
example:
Work order templates are used with the Work Order Management application,
which is included with BMC Service Request Management.
Change templates are used with the BMC Remedy Change Management
application.
Incident templates are used 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 BMC
Service Request Management.
For the SRM administrator, the main use of an application template is including it
with an AOT.
If you use an application template with an AOT, you must create the application
template before defining the AOT. In addition, if you do not associate the
application template in the Application Object Template form, it is not accessible
for BMC Service Request Management to use.
NOTE
You can create an AOT without an application template. Quick launch and notemplate AOTs do not use application templates. No-template AOTs create the
fulfillment request without a fulfillment application template. For more
information, see Configuring service request image definitions on page 174.
An application template can map to only one AOT. You can create as many
application templates as needed, but the best practice is to create application
templates for routine incidents, standard changes, or work orders that users
frequently request.
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Administration Guide
As the SRM administrator, you can simplify the process of creating work orders by
creating work order templates for your support groups. The support groups can
use the templates to quickly and efficiently create standard work orders with a
minimum of mouse clicks and keyboard entry. Work order templates are useful in
any work order that follows well-defined methods for specific and repeated
requirementsfor example, Installs, Moves, Add Changes (IMAC).
For example, using the Work Order Template form, you can create a special
Office Upgrade template, which is built into an AOT to create requests with
certain pre-set values. When a service to upgrade office furnishings is requested,
BMC Service Request Management creates a work order with the company,
categorizations, tasks, and assignments predefined.
NOTE
For more information about AOTs, see the Defining AOTs on page 83.
Tab or field
Value
Function
Incident
Management
Header
Enter required
information to complete
incident template (for
example, IMT).
Assigned.
Authored For Groups tab Enter company
information in required
fields.
Change
Management
Template
Work Order 1
Header
Enter required
information to complete
change template (for
example, CMT).
Classification Tab
Enter company
information in the
required fields.
Header
Classification Tab
75
Application
template
Tab or field
Value
Function
Work Order 2
Header
Enter required
Receives data input (Categorization
information to complete Tier 1) from change request and places
work order template (for it in the Detailed Description field.
example, WOT2).
Classification Tab
Enter required
information to complete
work order template.
NOTE
You must have Work Order Config permission to create work order templates.
You can create templates for any work order or task for users who regularly
perform preapproved work orders that follow well-defined methods for specific
and repeated requirements, for example, Installs, Moves, and Add Changes
(IMAC). You can create as many templates as needed, however, as a best practice,
create templates for only standardized processes that your users perform on a
frequent basis.
The values you configure in the Work Order Template form are used to add
information to the Work Order form.
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Administration Guide
The Request Manager settings fill the Request Manager fields in the Assignment
tab of the Work Order form. Here you configure the support company,
organization, and group to which the work order will be assigned.
The Request Assignee settings fill the Request Assignee fields in the Assignment
tab of the Work Order form. Here you configure the support company,
organization, and group by which the work order will be implemented.
tab.
2 From the Application Settings list, choose Service Request Management > Work
form:
a In the Company field of the, select a company for the template.
b In the Summary field, enter a brief description of the work order.
c In the Template Name field, enter a name for the template.
d In the Work Order Type field, select the appropriate type for this templatefor
This information is entered to the Summary field on the Work Order form.
g Click Save to add your template to the list of available work order templates.
NOTE
The new template is unregistered for BMC Service Request Management. To
register the template by adding it to an AOT, see Defining AOTs on page 83.
4 From the Classification tab of the Work Order Template form, enter information in
template
b (optional) In the Region field, select the area of the company.
c (optional) In the Site Group field, select the city of the company.
Chapter 4 Creating application templates and application object templates
77
d (optional) In the Site field, select the location of the company for this work order.
e (optional) In the Business Service field, select a business service configuration
item (CI) to relate to this work order. Items in the list are retrieved from the
Atrium Service Catalog.
f (optional) Select the appropriate operational categorizations for Tier 1, Tier 2,
and Tier 3.
Here you configure the three-tier hierarchy defined in your operational catalog.
g (optional) Select the appropriate product categorizations for Tier 1, Tier 2, Tier 3,
following fields to specify which tasks and task groups to include in this template:
a To add a task or task group to your template, select a request type in the Type
Management System) fields in the Select Template dialog box to filter the list of
tasks that appear.
c Select a task or task group, and click Relate.
assigned to.
b In the Support Organization field, select an organization.
c In the Support Group Name field, select a group.
d In the Request Manager field, select a manager.
3 Specify Request Assignee settings as follows:
a In the Support Company field, select the company to implement the work order.
b In the Support Organization field, select an organization.
c In the Support Group Name field, select a group.
d In the Request Assignee field, select an assignee.
4 Click Save.
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Administration Guide
For more information, see About registering application templates with AOTs
on page 86.
6 Create a PDT using this AOT.
79
For optional questions posed to users, enter any default field values to appear on
the work order next to the corresponding field labels when a user does not provide
a response.
For more information about using advanced interface forms, see Creating and
using advanced interface forms on page 345.
3 In the Field Values column, enter any default field values that you want to appear
Field type
1-5
Character
6-7
Date/time
8-9
Integer
10 - 23
Character
24 - 27
Integer
28 - 30
Character
4 Click Save.
These fields appear when users select the SRD in the Request Entry console.
NOTE
Unless more than 15 total fields, or all the available fields for any field type
(22 character fields, 2 date/time fields, or 6 integer fields) are configured, the
Details 2 tab will not appear to users in the Request Entry console.
tab.
2 From the Application Settings list, choose Service Request Management > Work
Search.
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Administration Guide
5 To modify a template, select it, make your changes, and click Save.
6 To delete a template, select it, and delete it using one of the following methods:
Change to Status field value to Delete and save the change template.
If you have AR Admin permissions, choose Actions > Delete in BMC Remedy
User, or click the Delete button below the results list in a browser.
tab.
2 From the Application Settings list, choose Change Management > Template >
task for your users (for example, reset the phone number and voice mailbox for a
new employee).
4 After you configure your settings, click Save to add your template to the list of
81
tab.
2 From the Application Settings list, choose Incident Management > Template >
so that new employees who forgot their passwords can create an incident).
4 After you configure your settings, click Save to add your template to the list of
IMPORTANT
Do not confuse AOT with application templatesAOTs are container objects that
contain an application template.
Each AOT can include one application template. You can add only an unregistered
application template to an AOT. For more information, see About application
templates on page 74.
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Administration Guide
Defining AOTs
You can use the Application Object Template form to associate target data to AOTs
that are used with BMC Service Request Management. Adding target data to your
AOT allows you to add requester questions when you define your SRD. You
cannot add questions to your SRD until you have added target data to your AOT.
You can map input and output variables in your AOT to pass data dynamically
between different fulfillment applications:
Input variables are entered in target fields and are required for the fulfillment
application (analogous to input parameters to a procedure). In the AOT, the
inputs are answers to target data questions. If an AOT has an input defined, at
runtime the data is passed to the fulfillment request at the request creation time.
Output variables are taken from a field on the fulfillment application. These
variables are the process results of the AOT that are made available to the caller
of the process (analogous to output parameters to a procedure). If an AOT has
an output defined, at runtime an entry is created in a variable temporary form
when the fulfillment request is resolved.
For information about target data from applications other than BMC Remedy
Change Management, BMC Remedy Incident Management, or the Work Order
application, see the Integrating BMC Service Request Management with Custom AR
System Applications white paper.
Defining AOTs
The following procedure describes how to define an AOT.
To define AOTs
1 From the Application Administration Console, click the Custom Configuration
tab.
2 From the Application Settings list, choose Service Request Management >
Application Configuration > Define Application Object Template, and click Open.
3 Enter the following information in the Application Object Template form:
Field
Description
Locale
Select the locale to show the AOT in the language that is the most
useful to your users. You can deliver localized AOTs for use with
PDTs, simultaneously, in multiple languages with different
formatting.
(optional)
Here you are creating the initial set of display properties in the
AOT, based on the locale that you specify (for example, fr_FR).
If English is the only locale installed, this field is not available.
Company
83
Field
Description
Type
Specify the type of AOT. You can select from the following types:
End User
Displayed Name
Summary
App Registry
Name
Template Name
been registered.
Status
URL
The URL field becomes activated when you select the Quick
Launch type.
Enter the URL needed to launch the window.
4 From the Template Name field, click Select to register an application template with
this AOT.
The Register Application Template form appears.
When you create an application template (for example, a work order template),
you can register it with an AOT. The pre-set values in the application template in
associated with the AOT. When you include the AOT in an SRD, the pre-set values
are used to create the fulfillment requests when the SRD creates a service request.
NOTE
Application templates must be created by the registered fulfillment application
before you can register them with BMC Service Request Management. For more
information about change and incident templates, see About application
templates on page 74.
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Administration Guide
Defining AOTs
Registered templates that belong to the registered application show Yes in the
table, along with a name and brief description.
For more information, see About registering application templates with AOTs
on page 86.
5 Select an unregistered template from the list, and click Register.
The Register Application Template dialog box closes, and the name of the
application template appears in the Template Name field.
The application template becomes registered with the AOT when you save your
changes.
NOTE
Application templates can be registered only once, and you can include only one
application template for each AOT.
If you receive an error message (ARERR 9280), make sure that the server name in
the mid tier configuration matches the server name used by the CAI application
registry. BMC recommends using fully-qualified names.
6 Click the Add Target Data button.
7 From the Available Target Data table, add target data fields to the AOT.
Make sure that sufficient target data is added. An attempt to create a work order
from the SRD will fail if the required fields are not included (for example, if the
Description field is not added as a target).
8 In the list of selected target data, define a default value for the target data in the
When the Service Catalog Manager associates the AOTs to the PDT, this action
rolls up the target associated with the AOT to the PDT.
11 Save the AOT.
85
Tab or field
Value
Function
Incident
Management
AOT
Application Object
Template fields
Enter required
information to complete
the AOT (for example,
AOT_IM).
Categorization Tier 1
(Exposed)
Summary (Exposed)
Application Object
Template fields
Enter required
information to complete
the AOT (for example,
AOT_CM).
Categorization Tier 1
(Exposed)
Summary (Exposed)
Application Object
Template fields
Enter required
information to complete
the AOT (for example,
AOT_WO1).
Summary (Exposed)
Header
Enter required
information to complete
the AOT (for example,
AOT_WO2).
Detailed Description
(Exposed)
Change
Management
AOT
Work Order
AOT 1
Work Order
AOT 2
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Administration Guide
in this scenario.
in this scenario.
Chapter
NOTE
To create and modify PDTs, you must have Request Catalog Manager permissions.
The following topics are provided:
87
About PDTs
A process definition template (PDT) is an intermediate object that relates AOTs or
nested PDTs to SRDs. In other words, a PDT is a fulfillment process. It can 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 drive upgrade. PDTs are not
directly used by themselves; they are intended for use only with SRDs.
As a best practice, simplify the design of your PDTs to make them easily reusable.
A single PDT can be related to multiple SRDs.
NOTE
A PDT can be nested inside other PDTs, but you can nest PDTs only up to six
levels. A PDT cannot be nested inside itself.
Use the Process View of the Service Catalog Manager Console to create and
manage PDTs.
You associate processes and application object templates (AOT) with the PDT.
A PDT can also be nested inside other PDTs, up to six levels. As a rule of
thumb, however, you should avoid creating too many layers of nested PDTs, to
avoid performance problems on the server.
You can specify the order in which the processes and AOTs are activated. You
can order them to run either in parallel (in any order) or in strict sequence (1, 2,
3, and so on). You also add conditions to the PDT to skip sequences, for example,
1, 3, 5, and so on.
For example, activating a phone line for a new employee requires that the
application create the following fulfillment requests:
Administration Guide
NOTE
If you create a service request that activates a sequence of fulfillment requestsfor
example, a series of change requests, incidents, or work ordersand then you
cancel a fulfillment request that was activated, the next request in the sequence is
activated. However, if you cancel the service request, the fulfillment requests are
cancelled.
When the PDTs and AOTs are conditional, flow criteria determines if the next action
is executed or bypassed. For example:
89
About variables
You can define output variables that hold the results of an AOT or PDT. You use
these variables as input to another AOT or PDT. You also use variables when
mapping questions to SRDs.
Process input variablesUsed to pass data to the current PDT or AOT. They can
also be used to pass data from the request to the fulfillment process. The
direction of input variables is to target fields. Input variables are required for the
fulfillment application (analogous to input parameters to a procedure). In the
AOT, the inputs are answers to target data questions. If an AOT has an input
defined, at runtime the data is passed to the fulfillment request when the request
is created.
Process output variablesUsed to pass data from the current PDT or AOT to
another PDT or AOT. The direction of output variables is from a field on the
fulfillment application. These variables are the process results of the AOT that
are made available to the caller of the process (analogous to output parameters
to a procedure). If an AOT has an output defined, at runtime an entry is created
in a variable temporary form when the fulfillment request is resolved.
Internal variablesUsed internally within the PDT or AOT and not exposed
outside the PDT or AOT. You can pass data between process fulfillment steps,
conditions, and so on. You cannot map questions to Internal variables.
Console.
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Administration Guide
Action
91
The company can represent internal groups or business units as well as external
vendors or customers. If you select Global, any user (including guests) can access
the PDT.
NOTE
PDTs can be used in a multi-tenancy environment.
7 From the Request Type list, select Standard.
A standard SRD is linked to a PDT. In the PDT context, a standard SRD means that
the Service Catalog Manager must select PDTs of the same request type, or AOTs
that are TEMPLATE or NO TEMPLATE type.
See Creating a standard SRD with the Service Request Definition form on
page 116. For more information about AOT template types, see About application
object templates on page 82.
1 In the Process Definition Template form, click the Process Details tab if it is not
already in view.
2 Drag-and-drop PDT, AOT, or condition objects from the Palette to add processes
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Administration Guide
Figure 5-1: Adding nested PDTs, AOTs, and conditions to the process
The objects are activated in the visual sequence displayed in the workspace. Here
the Install Office AOI runs first.
If it is successful, the PDT executes the Yes branch and the New Employee PDT
is activated.
When you specify that processes are in the same level (for example, the two AOTs),
they run in parallel.
When you drag a new node (for example, an AOT) to a row of nodes, the node is
added to the beginning or end of the row.
3 To rearrange PDTs, AOTs, and conditions, select the object in the workspace and
93
For example, you can drag the AOT to a new level, next to the Install office
PDT.
4 To delete an object, right-click it, and select Delete Shape.
If you delete a condition, any AOTs, PDTs, and nested conditions in the branches
of the condition are also deleted. You will not receive a confirmation, and you
cannot undo the action.
Defining variables
The next step is to define the variables that can be used to control the data flow and
process flow that you are defining in this PDT.
You can pass data between processes and process steps (for example, from a work
order to a change request) by adding variables to the process flow. These variables
are also mapped to SRDs for their target data. For more information, see About
variables on page 90.
To define variables
1 In the Process Definition Template form, click the Process Details tab if it is not
already in view.
2 Select an AOT or PDT in the Visual Process Editor workspace.
3 Click the Define Variables panel (at the bottom right).
4 In the Define Variables area, define the names, description, and default value of the
variable.
5 Select the process input type (Process Input, Process Output, or Internal).
You use these to specify the direction of your variables. The Internal type is used
to pass data between PDTs in the process diagram. You cannot map questions to
Internal variables.
Select Process Input if you want to map the variable to a question when creating
an SRD.
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6 For Process Input variables, if you want to request that data is entered for this
You can modify or remove these variables as needed. You can also view their
usage.
already in view.
2 Select an AOT or PDT in the Visual Process Editor workspace.
3 In the Name field of the Define Properties panel, select an AOT or PDT from the
menu.
4 Verify the read-only information in the remaining fields.
5 If you are sure you selected the correct AOT or PDT, click Apply to show the
You can use variables that you created for the PDT. Click the ellipsis button (...) to
open the Condition Builder and create the condition.
4 Click Apply.
already in view.
2 Select an AOT or PDT in the Visual Process Editor workspace.
3 Click the Map Data panel (at the right).
Chapter 5 Creating process definition templates
95
4 In the table on the Map Data panel, select one of the fields that you exposed in the
displayed to the end user if it is different from name in the Name field.
This name is displayed in the Process View of the Request Entry form.
3 Define the category.
You can select a category from the menu, for example, Generic. You can also enter
a new PDT category (for example, BMC Remedy Change Management, BMC
Remedy Incident Management, or Work Order). After you save the PDT, you can
select these categories from the Category menu. If multi-tenancy is enabled, not all
categories are available to all managers.
4 Specify the status (for example, Active).
5 (optional) Add a version number.
To use the Work Info and Used By areas on the General Details tab, see:
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Administration Guide
already in view.
2 In the Work Info area, click Create.
3 Enter the details of your work information record in the Summary and Notes
fields.
4 To add attachments to the record, right-click in the attachment table, and click
Add.
5 Click Save.
The Save operation adds your entry to the tasks work history. The Show field
enables you to filter specific work entries based on the type of activity shown in the
table.
6 To see a BMC Remedy AR System report of the activities you performed against
already in view.
2 From the Show list in the Used By area, select Related Process Definition
97
The company can represent internal groups or business units as well as external
vendors or customers. If you select Global, any user (including guests) can access
the PDT.
NOTE
PDTs can be used in a multi-tenancy environment.
7 From the Request Type list, select Quick Launch.
Quick launch request types launch a URL in another window and complete the
service request. These service requests do not require approval. In the PDT context,
the catalog manager must select quick launch AOTs.
See Creating a quick launch SRD on page 123. For more information about AOT
template types, see About application object templates on page 82.
8 Click the Standard Editor button to associate an application object or process to the
PDT.
Use the Add/Change Processes dialog box to add or remove quick launch AOTs.
9 Select a quick launch AOT from the list, and click Select.
10 Click the General Details tab in the Process Definition Template form.
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Administration Guide
You can select a category from the menu, for example, Generic. You can also enter
a new PDT category (for example, BMC Remedy Change Management, BMC
Remedy Incident Management, or Work Order). After you save the PDT, you can
select these categories from the Category menu. If multi-tenancy is enabled, not all
categories are available to all managers.
12 Specify the status (for example, Active).
13 (optional) Add a version number.
14 Click Save.
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Using the Visual Process Editor to view processes from the Service
Catalog Manager Console
In the Process View of the Service Catalog Manager Console, you can view AOTs
and PDTs attached to an SRD with the Visual Process Editor.
NOTE
You must have Request Catalog Manager permissions to perform the following
procedure.
To view processes in the Service Catalog Manager Console with the Visual
Process Editor
The information shown in this window is read-only if the SRD is deployed. If the
SRD is offline or not deployed, you can modify the process objects.
Chapter 5
101
In the first PDT, you associate three AOTs to create a PDT that uses the output
from the change request as input to the work orders.
In the second PDT, you associate the change management PDT and the incident
AOT that consumes the output data (Categorization Tier 1) from the service
request as its input.
You can modify these values as needed for your own environment. See Creating
a standard PDT on page 91.
Area or field
Objects or values
Function or description
Visual Process
Editor
AOT1
AOT2
AOT3
Process Details
Define Properties
panel
AOT_CM
AOT_WO1
AOT_WO2
Process Details
Define Variables
panel
cmV1_opcat_input
cmV1_opcat_output
cmV1_summary_input
cmV1_summary_output
Process Details
Operational Categorization
Tier 1 fieldMap
cmV1_opcat_input as Input
and cmV1_opcat_output as
Output
Summary fieldMap
cmV1_summary_input as
Input and
cmV1_summary_output as
Output
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Administration Guide
Tab
Area or field
Objects or values
Function or description
Process Details
Summary fieldMap
Map input for AOT_WO1.
cmV1_summary_input as Input The cmV1_summary_input variable
receives its input from the AOT_CM
PDT.
Note: You do not need to map an
To test this PDT, create a test SRD to make sure the inputs and outputs function as
expected. See Creating an SRD that tests the Change PDT on page 171.
Chapter 5
103
Area or field
Objects or values
Function or description
Process Details
AOT
PDT
AOT_IM
Change_Mgt_PDT
Process Details
Process Details
Operational
Categorization Tier 1
fieldMap
imV1_opcat_input as
Input and
imV1_opcat_output as
Output
Summary fieldMap
imV1_summary_input as
Input and
imV1_summary_output
as Output
Map imV1_opcat_output
as Input.
Map
imV1_summary_output
as Input.
Process Details
imV1_opcat_input
imV1_opcat_output
imV1_summary_input
imV1_summary_output
imV1_opcat_output >
cmV1_opcat_input
imV1_summary_output >
cmV1_summary_input
Note: You do not need to map output
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Administration Guide
After you learn about the function of SRDs in the application, you can link this PDT
to a standard SRD. See About building SRDs that use dynamic data flow on
page 171 and Creating an SRD that uses the Incident PDT on page 172.
Chapter 5
105
The following example of a selection field clarifies how data is passed from one
fulfillment application to another fulfillment application. Imagine that your
application includes a Priority field with these selection labels and values:
Critical/1, High/2, Medium/3, Low/4.
If you mapped the data from this selection field to a character field on another
fulfillment application, you see the selection values (1, 2, 3, 4). In this case, the
data that appears is the internal representation of the data (not the selection
labels that appear).
If you mapped the data from this selection field to another selection field on the
fulfillment application (which contained the same labels and values), you see
the correct labels (Critical, High, Medium, Low).
If you mapped the data from this selection field to a date field on the fulfillment
application, the data appears as a date (most likely, an invalid date).
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Administration Guide
Incident_Mgt_PDT
AOT_IM:
Input/Output:
Category Tier 1
DATA
Change_Mgt_PDT
Input/Output:
Category Tier 1
DATA
Change_Mgt_PDT
AOT_CM:
Input/Output:
Category Tier 1
DATA
DATA
AOT_WO_1
Input:
Description
DATA
AOT_WO2
Input: Detailed
Description
DATA
Dynamic data flow is useful when passing data between applications. For
example, the first part of the new employee process is an ID work order to your
Human Resources application. Human Resources types the new ID into a field in
the work order and marks it complete. Next, a new badge work order goes to
Security. The ID entered in the first work order is mapped to a field in the second
work order so that Security knows which employee ID the new badge is created
for.
Chapter 5
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Administration Guide
Chapter
NOTE
You must have the Service Catalog Manager permission to create SRDs.
The following topics are provided:
109
About building SRDs that use dynamic data flow (page 171)
Miscellaneous configuration (page 173)
How activity log information is passed (page 184)
Viewing statistics of searched terms on the Request Entry console (page 184)
Setting Service Catalog Manager Console preferences (page 186)
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Administration Guide
111
All technical and business services must have at least one service offering. For
example, an IT organization offers different service offerings, or levels, for a
database server (Gold, Silver, and Bronze) based on response times. Each SO also
costs a different amount based on the service level target. A customer selects
among the different database and operating system options for the service and
then selects the Silver offering, which has a service level target of a 10-minute
response.
Each SO can have one or more ROs. Like a service offering, an RO defines a specific
agreement between the provider and customer that combines the service (utility)
and a service level target (warranty) at a specified price or cost. The RO defines
what requests and transactions can be submitted about a service offering. These
might be requests to deliver or implement an instance of the service offering, or
they might be requests for changes, requests for fixing issues, and so on.
The Atrium Service Catalog has a hierarchy of services as shown in Figure 6-2.
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Administration Guide
Service: ERP
Service: ERP
Type: Business
Type: Business
Service Offering
Service Offering
Type: Turnaround
Desc: 5 hours
Type: Turnaround
Desc: 2 hours
Type: Availability
Desc: 99.99%
Req. Offering
Name: Reset Password
Desc: Change password
Provider: IT Support
Service Level Target
Type: Turnaround
Target: 5 Days
Type: Availability
Desc: 99.999%
Req. Offering
Name: ERP Gold Service
Desc: Provide ERP Gold
Provider: IT Support
Service Level Target
Type: Turnaround
Target: 1 Day
Req. Offering
Requestable: Yes
Name: Reset Password
Provider: IT Support
Service Level Target
Type: Turnaround
Target: 1 hour
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Creating SRDsOverview
To create SRDs, you must perform the following steps.
Action
Administration Guide
Action
SRD type
PDT name
AOT name
Work Order
Request
Work Order
Change
Request
The PDT and AOT names have the term Sample in their titles, but they are not
sample data. Do not delete these SRDs, PDTs, and AOTs. If you try to delete them,
you will receive a system warning.
NOTE
Summary records created for the BMC Remedy IT Service Management Requester
Console are automatically converted to SRDs when the application is installed.
115
The following fields on the system SRDs are locked and cannot be edited.
Field name on Service
Request Definition form
Characteristics
Status
Description
Instructions
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Administration Guide
IMPORTANT
For a complete list of steps to create an SRD, see Creating SRDsOverview on
page 114.
Console.
NOTE
Some of the fields in the Service Request Definition form are prefilledfor
example, the Status is set to Draft. The Service Request Definition ID is generated
automatically when the SRD is saved.
In the Draft state, a yellow stoplight appears in the Service Request Definition form
above the Status field. The yellow stoplight alerts you that the SRD is pending (that
is, the SRD is not deployed or not online).
4 Complete the fields at the top of the window:
Field Name
Description
Version
Company
Specify the company the SRD is tied to. The user must
belong to this company to see the SRD. If the SRD is
Global, all users have access to it.
Note: If guest users must be able to access the SRD, select
Global.
Locale
117
Field Name
Description
Title
Level
(optional) Select the service level for the SRD, for example,
Gold, Silver, or Bronze. The SRM administrator
configures these levels for you. See Defining service
targets for an SRD on page 152.
Description
Status
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Administration Guide
Field Name
Description
Instructions
Navigation Categories
Category 2
and Category 3
Field Name
Description
SRD Details
Request Type
Select Standard.
The Standard request type must be linked to a standard
type PDT. A standard PDT contains processes that result
in the instantiation of fulfillment requests.
See Creating a standard PDT on page 91.
Process Template
119
Section
Field Name
Description
SRD Details
(continued)
Reopen Request
Price
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Administration Guide
Section
Field Name
Description
SRD Details
(continued)
System Request
Request Catalog
Manager
Company
Name
Effective Dates
and Times
Start Date
End Date
Customer
First Name
Last Name
Service Catalog
Information
Service
121
Section
Field Name
Description
Service Catalog
Information
(continued)
Service Offering
Offering Type
See About adding questions and mapping variables and service request fields on
page 128.
8 Click the Service Requests tab, and set the approvals for the service request that the
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Administration Guide
11 (optional) Click the Approvals tab, and set approvals for the SRD.
The SRD is created in Draft status. You cannot move the SRD to a different state
(for example, Pending or Deployed) until you define a start date and the SRD is
approved.
TIP
For a complete list of steps to create an SRD, see Creating SRDsOverview on
page 114.
The Request Definition View appears in the Service Catalog Manager Console.
3 Click Create.
NOTE
Some of the fields are prefilledfor example, the Status is set to Draft. The Service
Request Definition ID is generated automatically when the SRD is saved.
In the Draft state, a yellow stoplight appears in the Service Request Definition form
above the Status field.
The yellow stoplight alerts you that the SRD is pending (that is, the SRD is not
deployed or not online).
Chapter 6 Creating service request definitions
123
Description
Company
Specify the company the SRD is tied to. The user must
belong to this company to see the SRD. If the SRD is
Global, all users have access to it.
Title
Description
Status
Request Type
For information about the other fields at the top of the form and on the Definition
tab, see To create a standard SRD on page 117.
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Administration Guide
The SRD is created in Draft status. You cannot move the SRD to a different state
(for example, Pending or Deployed) until you define a start date and the SRD is
approved.
125
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Under the Process Template field, click Select.
3 From the list of available or registered process templates in the Service Request
Definition form, select one standard process to associate with this SRD entry.
You cannot select and add multiple processes to the SRD.
NOTE
PDTs must be active before you can select them.
4 Click Select, and then click Save.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Under the Process Template field, click View.
The Visual Process Editor appears in read-only mode if the SRD is deployed and
online. If the SRD is offline or not yet deployed, you can modify the process objects.
Here you can view (and sometimes modify) the PDTs and the AOTs that are
instantiated with the SRD.
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Administration Guide
3 Click Close.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Under the Process Template field, click Select.
The Service Request Definition dialog box for selecting quick launch PDTs
appears.
127
3 From the list of available or registered PDTs, select one process to associate to this
SRD.
You cannot select and add multiple processes to the SRD.
NOTE
PDTs must be active before you can select them.
4 Click Select.
The dialog box closes and the process appears in the Process Templates field.
5 Click Save.
6 To view the process, see Using the Visual Process Editor to view a process
NOTE
To associate questions to the SRD, you or your SRM administrator might have
configured questions as described in Creating questions to use with SRDs on
page 203. You can also dynamically add a question to the Questions Library. In the
Question Management form, click Add Question instead of selecting a question
from the Question Text list. When you create the new question, you can add it to
the Questions Library by clicking Update Library.
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Administration Guide
About adding questions and mapping variables and service request fields
When a PDT uses an AOT, and then an SRD uses that PDT, the target data
associated with the AOT is rolled up to the variables on the PDT, and then to the
SRD. These are the variables mapped on the Question Management form for the
SRD. When the target data definition is changed at the AOT level, the rollup
automatically occurs at the PDT level but not at the SRD level. As a result, any
subsequent changes on the target data association at the AOT level requires you
reselect the PDT in the SRD and remap of the target data at the SRD level.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 After you enter a PDT in the Process Template field, click the Questions &
Alternatively, you can select a question from the Select From Library list, and go
to step g. (For more information about creating questions in the Questions
Library, see Creating questions to use with SRDs on page 203.)
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will
interpret the greater than and less than signs as valid HTML markup if the
question text is included in a URL.
e Select a question format (for example, Text or Menu).
129
f (optional) In the Category field, select or enter the category that the question will
be classified with.
NOTE
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, you receive lists of questions by category instead of a
single long list of questions when you select a question from the library in the
Question Management form (which you can open from an SRD). You can
categorize questions for each fulfillment application or any other grouping that
works for your organization.
g Specify whether the question is Required or Hidden.
h Based on the question format, specify the question details.
For example, a Text question requires that you define the Default Response, the
Number of Text Rows, and the Limit Input Length.
i Click Apply to create your question.
j (optional) Click Add Condition to dynamically define additional questions that
appear in the context of the answer. (For more information, see Adding branch
conditions to questions on page 132.)
k (optional) Click Update Library to add the question to the Questions Library.
NOTE
When you add a question to the Questions Library, conditions added to the
question are not stored with the question in the Questions Library.
4 Specify the order in which the questions will appear in the SRD (when it appears
in the Request Entry console) by selecting the question and clicking the Up and
Down buttons.
5 To remove a question from the list of available questions, select it from the
tab.
See Mapping service request fields on page 135.
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Administration Guide
About adding questions and mapping variables and service request fields
The question and response are visible in the Request Details of the service
request, but are not visible to the average user.
The question and response do not show up in the Summary view in the
Request Entry console.
If you hide the question, make sure that you enter a default response.
Do not hide Date/Time, Date, or Time fields.
Entering default valuesCreating a default value overrides any defaults your
SRM administrator had previously configured.
Be careful about the variables that are exposed to users. An attempt to create a
work order from the SRD will fail if a user enters the wrong values, for example,
the Priority field in a work order has a value other than Critical, High, Medium, or
Low.
WARNING
To prevent CAI mapping errors on text questions, determine the right value to
enter in the Limit Input Length field to on the Question Management form. If you
are passing the values from a text question from BMC Service Request
Management to a fulfillment application (for example, BMC Remedy Incident
Management), make sure you set the proper field length values. Otherwise, errors
might appear in the CAI events trying to create records in the fulfillment
applications, because data from one of the fields in the service request is too long
(for example, trying to pass 128 characters to a field that only accepts 100
characters).
131
NOTE
Only one level of conditional questions is supported. If the question uses check
boxes, you can have a condition for single or multiple check box options. For
multiple options, you must specify each combination as a separate condition.
(for example, a radio button question with the values of Laptop, Desktop, and
Server).
2 Click Add Condition.
3 In the navigation tree, select New Condition to create the branch condition.
4 Select the value from the condition table (for example, Laptop).
5 Click Apply.
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About adding questions and mapping variables and service request fields
Mapping variables
This section describes how to map variables to the questions that you added to the
SRD.
You can map multiple questions to the same variable. For example, the users
answer in the Description field on the Request Entry console can be pushed to the
Description field data target in the Change Management, Incident Management,
and Work Orders fulfillment templates.
Select the Question option, and choose one of the questions you previously
defined.
Make sure that the available questions you select will map to the intended data
targets. For example, the question (What kind of chair do you want?)
corresponds to the Description data target. If not, you must create a question.
Specify whether the question must be answered by the answer (select User
Displayed Response) or the data is internal (select Internally Represented
Response). To understand the restrictions for these options, see Question
format restrictions on page 134.
Select the Text option, and enter the text that you want entered in the
corresponding field in the fulfillment application.
When entering a string in the Text field, do not use quotation marks; otherwise,
no text will appear in the Service Request form, and the data will not be pushed
to fulfillment application. (This occurs because of the way quotation marks are
used in the workflow that parses the mapping.)
Select the SR Field option, and select a field from the SR Field list.
Click Advanced Mappings to concatenate multiple inputs.
You might select this option if you want to map multiple questions to the same
variable. For example, the users answer in the Description field on the Request
Entry console can be pushed to the Description field data target in the Change
Management, Incident Management, and Work Orders fulfillment templates.
(See Concatenating multiple inputs on page 135.)
4 Click Apply.
5 Map other variables as needed.
6 Close the Question Management form.
7 Save the SRD.
133
User Displayed ResponseUser enters answer to the question from the Provide
Information panel on the Request Entry console as input.
Text
Character
Either
Radio Button,
Check Box, Static
Menu
Character
Selection Field
Internally Represented
Response
Query Menu
Character
Either
Date
Date
Internally Represented
Response
Character
Date/Time
Not applicable
Not supported
Time
Not applicable
Not supported
Date/Time
Internally Represented
Response
Character
Date/Time
Date
Time
Range
134
Time
Internally Represented
Response
Character
Character
Either
Integer
Either
Administration Guide
About adding questions and mapping variables and service request fields
Select the Question option, and choose one of the questions you previously
defined.
Make sure that the available questions you select will map to the intended data
targets. For example, the question (What kind of chair do you want?)
corresponds to the Description data target. If not, you must create a question.
Specify whether the question must be answered by the answer (select User
Displayed Response) or the data is internal (select Internally Represented
Response). To understand the restrictions for these options, see Question
format restrictions on page 134.
Select the Text option, and enter the text that you want entered in the
corresponding field in the fulfillment application.
When entering a string in the Text field, do not use quotation marks; otherwise,
no text will appear in the Service Request form, and the data will not be pushed
to fulfillment application. (This occurs because of the way quotation marks are
used in the workflow that parses the mapping.)
Select the SR Field option, and select a field from the SR Field list.
Click Advanced Mapping to concatenate data into one SR field. (See
Concatenating multiple inputs on page 135.)
4 Click Apply.
5 Map other fields as needed.
6 Close the Question Management form.
7 Save the SRD.
135
Several advanced options are available for mapping the source of the value.
SR FieldsYou can map service request fields on the Service Requests form as
the source of the data. For example, this functionality is useful if you wanted to
push the quantity and total price of a service request to a work order.
You also use this functionality with advanced interface forms. See Creating and
using advanced interface forms on page 345.
1 On the Question Management form, click the Variable Mapping tab or SR Field
Mapping tab.
2 Select one of the variables or fields.
3 In the Mapping Details area, click Advanced Mapping, or click Edit (if you selected
a mapped variable.
4 In the Edit Advanced Mapping dialog box, combine questions, text, and service
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Administration Guide
NOTE
The service that a requester selects in response to a question takes precedence over
a service specified in the Work Order template or in the SRD. (The service specified
in the SRD takes precedence over a service specified in a Work Order template.)
To pass the service as a users response to backend application entries, you must:
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Search button next to the Service field.
3 Complete the search criteria tabs on the CI Relationship Search form, and click
Search icon.
Search results appear in the table.
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The CI Relationships Search form closes, and the name of the CI appears in the
Service field.
5 Select the Create Business Process check box (selected by default) if you want the
SRD to automatically create the business process that works with the business
service CI.
Otherwise, clear the Create Business Process check box.
This action works only if the Service Request Definition Settings form is properly
configured. See Defining service request definition settings on page 173.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
3 Click the Service Request tab.
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4 From the Approval Type list, select one of the following options:
NoneNo approval chain record is associated with the service request when it
is submitted.
PersonEnables you to send the service request for approval to any user
defined in the People form. Click Select to search for any user available in the
People form.
GroupEnables you to send the service request for approval only to group
members with Request Approver roles.
CustomEnables you to use a custom approval chain (not one of the approval
chains installed with the application). This custom approval chain definition
must have a Selection Criteria that matches the requestable service. For
information, see Approvals for service requests on page 219.
When you select Custom, an Assignment Option field appears with a Use
Request Manager check box. If you select the check box, any ad hoc approval
process associated with the SRD uses the requesters manager as the first
approver. This functionality requires the requesters manager to be defined in
the requesters People record.
5 Click Save.
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The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Package tab.
Packages that are related to the Company for this SRD are listed in the Available
Packages table.
3 To filter the packages listed in the Available Packages table, enter a term (from the
You can also drag packages from the Available Packages table to the Associated
Packages table.
5 To view a package, double-click it.
6 Click Save.
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The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Make sure that the status of the SRD is offline.
You cannot add entitlements to SRDs that are online. For information, see Taking
an SRD offline on page 169.
3 Click the Entitlements tab.
4 If you are creating an SRD, click Refresh to make any default entitlements appear.
Chapter 6 Creating service request definitions
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NOTE
The content of the SRD Qualification Name field is preselected and cannot be
modified. To define an entitlement rule with a more generic SRD qualification, the
Service Catalog Manager must have access to the Entitlement Management option
in the Application Administration Console. See Configuring packages and
entitlements on page 239.
b (optional) Select the Exclusion Rule check box.
You use this Exclusion Rule check box to deliberately prevent groups or persons
from accessing the SRD. Otherwise, you are assuming that the groups or
persons you select are entitled to use the SRD.
For example, to specify that EMEA (Europe, Middle East, and Asia) can use the
current SRD, you would select or create Location EMEA rule as the People
Qualification, and then you would not click the Exclusion Rule check box.
c Click Save.
7 Save the changes to your SRD.
NOTE
To modify an entitlement rule, you must have access to the Entitlement
Management option through the Application Administration Console.
The Request Definition View appears in the Service Catalog Manager Console.
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For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Change the status of the SRD to Offline.
needed.
6 Close the Entitlement Rule dialog box, and return the SRD to online mode.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Entitlements tab.
3 Click Add New Rule.
4 Under the People Qualification Name field on the Entitlement Rule dialog box,
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5 In the People Qualification for Entitlement form, create or edit the following
People qualifications:
Name
Description
Company
AR Username
Entitlement Group
Location
Advanced Qualification
You can pick only one option from the People Qualification Definition form.
6 (optional) Click the System Details button to view read-only information about the
a Open the IT Home Page, and select Service Request Management > Service
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Work Info tab.
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Information sources can include, for example, email, system assignment, or the
Web.
5 Enter the details of your work information record in the Date, Summary, and Work
The Save operation adds your entry to the SRDs work history. The Show field
enables you to filter specific work entries based on the type of activity that appear
in the table.
10 To see a report of the activities you performed against this SRD, click Report.
11 To see all entries for work information history, click View.
12 Save the SRD.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
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Use this tab to enter, view, or delete any attachments for this SRD.
3 To add an attachment:
a Click Add.
b Browse to the document to attach, and click OK to add the attachment to the
SRD entry.
You can add a maximum of three attachments.
4 To view an attachment:
a Select the attachment from the Attachment table, and click Display.
b Select the attachment and open it. You can also save it to your computer before
opening it.
c View the attachment and close it when you are finished.
5 To delete an attachment, select it from the Attachment table, and click Delete.
6 Save the SRD.
NOTE
For information about SRD approvals if you disabled the Service Request
Definition - Ad Hoc process and activated the Service Request Definition - Level
process, see Creating individual mappings to work with level-type approval
processes on page 225.
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The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
3 Click the Approvals tab.
4 Specify if you want the approval engine to determine the approvers list.
check box, and select any combination of Customer, Catalog Manager, or Service
Request Coordinator.
Here you are defining whether the Customer, Service Catalog Manager, or Service
Request Coordinator must approve the SRD before it can be deployed.
For the Customer required to approve the SRD, see the Definition tab of the
SRD.
For the Catalog Manager required to approve the SRD, see the Definition tab of
the SRD.
NOTE
If the name of the Request Catalog Manager on the Definition tab is the same as the
creator of this SRD, only one approval signature is created. Multiple signatures are
not required.
For the Service Request Coordinator required to approve the SRD, see the
Coordinator Company and Coordinator Group defined in the Service Request
tab of the SRD.
The following example illustrates how you can add a customer to the approval
list. This individual must approve the SRD before it can be deployed.
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The Add Approvers dialog box is closed and you return to the Service Request
Definition form.
e Click Refresh.
NOTE
Adding an individual or ad hoc approver causes the Set using Approval Engine
flag to be set, and the approval engine will be used to determine any additional
approvers.
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NOTE
You can only configure alternate approvers for yourself.
tab.
2 From the Application Settings list, choose Foundation > People > People, and click
Open.
3 From the People form, search for yourself.
4 Select your record, and click the Alternate Approvers tab.
5 Click Update Alternate Approvers.
6 To locate the alternate approver, click Search from the The Alternate Approvers
form.
7 In the People Search form, select the alternate approver, and click Select.
8 Enter the start date and the end date.
9 In the Notify Alternate field, select whether to notify the alternate approver.
10 In the Covering field, select whether this is an alternate for all approvals or only
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The Cancel Approval button appears in the Service Request Definition form next
to the Status field. The yellow stoplight alerts the Service Catalog Manager that the
SRD is not yet online.
4 Click Save.
The Request Definition View appears in the Service Catalog Manager Console.
3 Search for an SRD.
Approving SRDs
By default, the Service Catalog Manager approves (or rejects) SRDs. When an SRD
moves from the Draft state to Request for Approval, the Service Catalog Manager
must approve it before it can move to the Deployed state, so that users can access
it to request services.
If the Service Request Definition - Level process is enabled and the Service Request
Definition - Ad Hoc process is disabled, you must configure approver mappings
with a specific company, categories, and phase.
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NOTE
By default, an SRD requires approval by a Service Catalog Manager who has the
functional role of the SRD Approver assigned to the SRD.
By default, SRDs require approval by the Service Catalog Manager who created
them. This requirement is defined in the SRD:ServiceRequestDefinition form for
the Service Request Definition - Ad Hoc process.
For more information, see Configuring approvals on page 217.
In the left navigation pane, choose Console View > Needs My Approval.
Enter search criteria (for example, all SRDs with Request for Approval status)
and click Search.
Requests needing your approval appear in the search results table.
3 Select an SRD, and click Approve or Reject.
When you refresh the table, the SRD you just approved no longer appears. In
addition, the SRD automatically moves to the Deployed state (if the default
approval process configuration record for SRDs is enabled).
4 Search for the SRD you just approved.
The Take Offline button and the green stoplight appear in the Service Request
Definition form above the Status field.
The green stoplight alerts you that the SRD was deployed and users can access it
in the Request Entry console.
WARNING
If you take the SRD offline and then modify it, the SRD does not require additional
approval for redeployment. If you make major changes to the SRDs functionality,
the SRD cannot be submitted for re-approval.
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3 In the Approval Console, enter search criteria (for example, who you are acting on
The SRD is automatically set to the Deployed state. The SRD is available to users
from the catalog. Users can view the service request definition in the Request Entry
console and browse or search for it.
IMPORTANT
This option is available only if you have BMC Service Level Management installed.
The Service Catalog Manager must have SLM Manager or SLM Config
permissions to access the Service Target Wizard.
See also Configuring service targets on page 155.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
To create a new SRD, see Creating a standard SRD with the Service Request
Definition form on page 116 or Creating a quick launch SRD on page 123.
2 Click the SLM tab.
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The Goal list contains a selection of predefined templates for service targets that
define specific goals.
The options are:
Service Request Total TimeThis goal sets a time to complete the request after
it is submitted.
Service Request Process TimeThis goal sets a time to complete the request
after it is approved.
Service Request Approval TimeThis goal sets a time to approve the request
after it is submitted.
4 Click Create.
Description
Title
The title assigned to the service target. The title consists of the SRD
number -Service Request title- SLM ID number.
Description
Goal Type
Business Schedules
Business Entity
Select a business entity that specifies the times when you do not
want the service target to be measured, for example, during a
holiday when the company is shut down.
In Step 2, you can create milestones and actions that will ensure that your service
target meets its goal. For example, if 75 percent of the time has elapsed and the
request is incomplete, you can send a reminder to the manager.
6 To select a milestone, click Add beneath the Milestones table.
7 In the Create New Milestone dialog box, select a milestone (for example, Service
Actions table).
9 Create New Action dialog box, select an action (for example, Service Request warn
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A dialog box appears, asking if you want to build the rules for the service target.
This creates the workflow so that the service target can be deployed.
12 Click an option to build the rules. You have the following choices:
SLM Config
SLM Manager
SLM Unrestricted Manager
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
To create a new SRD, see Creating a standard SRD with the Service Request
Definition form on page 116 or Creating a quick launch SRD on page 123.
2 Click the SLM tab.
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3 Click Relate.
4 In the Searching for Service Targets form enter the search criteria to retrieve the
The service target is listed in the Current Service Targets table on the Service Levels
tab.
You can relate multiple service targets to a single SRD.
6 Save your SRD.
For more information about the subsequent flow for the service request, see
Service request definition life cycle on page 110.
For more information about creating templates and business entities, see the
BMC Service Level Management Configuration Guide.
For more information about creating service targets and creating agreements,
see the BMC Service Level Management Users Guide.
Service Request Total TimeThis goal sets a time to complete the request after
it is submitted.
Service Request Process TimeThis goal sets a time to complete the request
after it is approved.
Service Request Approval TimeThis goal sets a time to approve the request
after it is submitted.
These goals have been created in the BMC Service Request Management
application as templates. You can override any of these settings using the
Configure Service Target Defaults form.
tab.
2 From the Applications Settings list, choose Service Request Management > Service
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3 From the Configure Service Target Defaults form, you can customize the service
Description
Applies To
The application that the service target applies to, in this case it
is Service Request.
Goal Type
The time in which the request must have a response. After this
time the service target is considered missed.
Impact Cost
Business Entity
Measurement Template
4 Click Save.
For more information about creating templates and business entities, see the
BMC Service Level Management Configuration Guide.
For more information about creating service targets, see the BMC Service Level
Management Users Guide.
NOTE
You can add a survey to the SRD only if surveys are enabled in the Request
Preferences form. See Defining behavior rules for surveys on page 177.
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To select surveys
1 Open an SRD.
a Open the IT Home Page, and select Service Request Management > Service
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Service Request tab.
field.
Otherwise, the default survey is included with the SRD.
5 Click Select.
6 In the Search Survey form, select the company to which this survey applies, or
The dialog box closes and you are returned to the Search Survey form.
10 Click Manage Questions.
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Managing SRDs
Service Catalog Managers use the Service Request Definition form to manage an
SRD and track its progress from Draft to Deployed. You can use this form to
associate the SRD with PDTs, business service CIs, approvals, and service targets.
Before you begin searching, creating, or modifying information in the Service
Request Definition form, you must understand the information relationships
involved in the different areas of this form, for example, the information that is
required to create the SRD.
Use the Console View options in the left navigation pane to view only SRDs that
are associated with you through your login ID or group ID (for example, SRDs
created by you, assigned to you or to your support group, and so on) and that
meet your specific search criteria.
Execute this type of search from the Search area near the top of the console. See
About using the Company and Console View to search for SRDs on page 159.
You can view SRDs according to specific search criteria, regardless of their
associations to people or groups. The top part of the console enables you to
specify search criteria, while the search results table shows SRDs in different
states, based on your query. The Search Criteria area enables you to filter the
SRDs you see in the search results table. Leaving all fields blank results in a
search for all SRDs that the user has permissions to view.
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Action
Company
Myself
Customer Organization
Other Person
All
Needs My Approval
Shows SRDs that are not deployed because you have not yet
approved them.
Coming Up...
Coming Down...
The Request Definition View appears in the Service Catalog Manager Console.
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For example, from the Status list in the Search Criteria area, select a status by which
to view SRDs.
The options are:
DraftThese SRDs are in Draft mode and have not been submitted for
approval.
PendingThese SRDs were submitted for approval and are pending approval.
An SRD goes to Approved status when all the approvers have approved it.
Request for ApprovalThese SRDs must be approved before they can be used
in the catalog.
ClosedThese SRDs are not available from the Catalog. You have to manually
set the SRD status to Closed.
RejectedThese SRDs are not available in the Catalog because they were
rejected for various reasons.
4 Click Search.
NOTE
You can define the image only when the Service Request Definition form is in New
mode or taken offline.
For more information, see Configuring service request image definitions on
page 174.
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The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Functions link in the left navigation pane, and click Change Image.
3 In the Browse for Service Details dialog box, specify a different SRD image to be
visible to users.
4 Click OK, and save the SRD.
NOTE
You can define visible and hidden fields only when the Service Request Definition
form is in New mode or taken offline.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Functions link in the left navigation pane, and click Show/Hide Fields.
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3 In the Show/Hide Options form, specify which fields in the SRD should be visible
to users:
Section
Field
Description
Review a service
Turnaround Time
Provide Information
Enables the Service Catalog
Manager to select which
SRD fields appear in the
Request Entry console
during the Provide
Information stage.
View a Request
Enables the Service Catalog
Manager to select which
SRD fields appear in the
Request Entry console
during the Summary stage.
Request Details
Enables the Service Catalog
Manager to select which
SRD fields appear on the
Request Details dialog box.
Expected Completion
Date Required
Phone
Attachment
Instructions
Quantity
Service Coordinator
Price
Approvals
Expected Completion
Date Required
Phone
Price
Service Coordinator
Quantity
Approvals
End User Process View Shows the Process View tab on the Request Details. If
you clear this field, the Process View tab is hidden from
users who do not have Service Request User or SRM
Administrator application permissions. This option is
selected by default.
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You must save the SRD to save the Show/Hide field settings.
NOTE
You can define notifications only when the Service Request Definition form is in
New mode or taken offline.
For information about the architecture and configuration of notifications, see the
BMC Remedy IT Service Management Notification Engine Guide. For a list of BMC
Service Request Management notification events, see the BMC Service Request
Management Release Notes.
To manage notifications
1 Open an SRD.
a Open the IT Home Page, and select Service Request Management > Service
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
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2 Click the Functions link in the left navigation pane, and click Manage
Notifications.
By default, the following actions trigger notifications:
NOTE
This information is read-only. You can view it only when the Service Request
Definition form is in Modify mode.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Functions link in the left navigation pane, and click View Audit Log.
3 To view notification audits, click the Notification Audit tab on the View Audit Log
form.
4 Select a notification from the list that appears in the table, and click View.
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The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Details link under the Customer First Name and Last Name fields.
3 On the Request Customer Information form, add or modify customer information.
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The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 In the Advanced Interface Form field, select an advanced interface form.
3 Click Save.
Request frequency
Recent request count
Last requested
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Service Request tab.
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The Request Frequency field shows you the number of times a service request was
created using this SRD. The information is updated when a service request is
created using this SRD.
NOTE
The Survey Enabled field shows that no survey can be sent for this company. The
option is based on the Request Preferences form setting. See Defining behavior
rules for surveys on page 177.
5 Click Save.
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 Click the Service Request tab.
3 Under Attachment, click Add, and browser for the file to attachment.
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Deploying SRDs
You must perform the following steps to deploy an SRD and make it available to
users:
Step 1 Create the SRD and keep it in the Draft state until you are ready to submit it for
approval.
Step 2 Make sure the Start Date is up-to-date. Otherwise, the SRD will not be online.
Step 3 Make any necessary changes to the SRD until it is ready for approval, and change
the status of the SRD to Request for Approval. When you save the SRD, the
approval process starts.
Step 4 In the approval cycle, the following stages might occur:
SRD is rejectedWhen an approver rejects the SRD, the Status is set to Rejected.
The Service Catalog Manager can move the SRD to the Draft state and resubmit
it for approval later.
After the SRD is approved, set its status to Deployed to make it available to
users.
If the SRD requires approval and is approved by all the specified approvers, it is
deployed automatically.
NOTE
After you deploy the SRD, it might not be immediately visible to users because it
has not reached the Start Date and become online.
To deploy an SRD
1 Open the SRD.
a Open the IT Home Page, and select Service Request Management > Service
The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For types of searches you can use, see Managing SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
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2 Work the SRD through its various states until you reach the Deployed state.
The Take Offline button and the green stoplight appear in the Service Request
Definition form above the Status field.
The green stoplight alerts you that the SRD is deployed and is in the correct date
range.
3 Click Save.
The SRD record is online and available to users from the catalog. Users can view
the service request definition in the Request Entry console and browse or search
for it.
The Request Definition View appears in the Service Catalog Manager Console.
3 Search for an SRD, select it, and click View.
4 Click the Take Offline button.
The Turn Online button and the red stoplight appear in the Service Request
Definition form above the Status field.
The red stoplight alerts you that the SRD is no longer deployed and users cannot
access it in the Request Entry console.
5 Click Save.
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The Request Definition View appears in the Service Catalog Manager Console.
3 Search for the SRD, select it, and click View.
The Turn Online button and the red stoplight appear in the Service Request
Definition form above the Status field.
4 Click the Turn Online button.
The Request Definition View appears in the Service Catalog Manager Console.
3 Search for the offline SRD, select it, and click View.
4 In the End Date field, open the calendar.
5 Enter a date, and click Save.
The green stoplight appears, alerting you that the SRD is deployed.
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Value
Function or description
Header
Company
Title
Navigation Categories
(and so on)
Enter required
information to complete
the SRD (for example,
Dynamic_SRD.
Service Request
Approval tab
Approval Type
None by default
Approvals tab
Selected by default.
Definition tab
Request Type
Standard
Questions &
Mappings
Process Template
Add Question
1 Click Questions.
2 Click Add Question.
3 After you enter all the
following information,
click Apply.
4 Click Next to go to the
next page of the
wizard.
Question Text
Categorization Tier 1
Summary
Question Format
Text
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Value
Category
Local SRMS
Question
Function or description
example,
Categorization Tier 1).
2 Click Apply.
3 Click Close.
Value
Function or description
Header
Company
Title
Navigation Categories
(and so on)
Enter required
information to complete
the SRD (for example,
Dynamic_SRD.
Service Request
Approval tab
Approval type
None by default
Approvals tab
Selected by default.
Definition tab
Request Type
Standard
Questions &
Mappings
Process Template
Add Question
1 Click Questions.
2 Click Add Question.
3 After you enter all the
following information,
click Apply.
4 Click Next to go to the
next page of the
wizard.
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Question Text
Categorization Tier 1
Question Format
Text
Administration Guide
Miscellaneous configuration
Value
Function or description
Category
Local SRMS
Question
example,
Categorization Tier 1).
2 Click Apply.
3 Click Close.
Miscellaneous configuration
The following sections describe miscellaneous configuration steps for surveys, cart
display, service requests, Request Entry console behavior, and so on.
tab.
2 From the Application Settings list, choose Service Request Management >
dataset.
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IMPORTANT
If multiple sources of data provide updates to the Atrium Service Catalog, you
must specify a sandbox dataset.
When a service is related to the SRD and the SRD is deployed, the process is
created in the Atrium Service Catalog. For more information, see the BMC Atrium
CMDB documentation.
8 (optional) Specify the Reconciliation Job Name.
This job runs the appropriate reconciliation job with the selected sandbox dataset.
You must use reconciliation rules to move the data to production.
IMPORTANT
If you change the production or sandbox datasets on this form, in the
Reconciliation Engine you must update the underlying reconciliation rules BMC
Asset Management Sandbox to use the new datasets. Without this change, the
data cannot be reconciled to the new production or sandbox datasets.
9 Click Save.
tab.
2 From the Application Settings list, choose Service Request Management > SRD
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Miscellaneous configuration
NOTE
You can include any standard graphic format used with HTML code, (for example,
.gif, .png, or .jpg graphics). You can even use animated GIF images. Generally,
the smaller the image, the better the performance.
tab.
2 From the Application Settings list, choose Service Request Management > Request
Entry Management > Service Request Image Configuration, and click Open.
3 To create an image, perform the following steps from the Service Request Images
form:
a Specify a company.
b Right-click inside the attachment field, and select Add.
c Add the image.
d Enter the image name and the image file name.
e Click Save.
You can now use this image in the Request Entry console as needed (for example,
when you create a navigational category).
4 To replace an image, perform the following steps:
a Open the Service Request Images form in Search mode.
b Search for a record.
c From the results lists, select an image name.
d Right-click the image inside the attachment field, and select Delete.
e Right-click inside the attachment field, and select Add.
f Add the image.
g Click Save.
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tab.
2 From the Application Settings list, choose Service Request Management > Request
Entry Management > Service Request Definition Image Management, and click
Open.
The Service Request Management Image Management form appears. Select an
SRD by using the various search criteria (for example, narrowing down your
choices by company, locale, or status).
3 Specify a company or -Global- for all companies.
change an image.
The titles default image (if it has one) appears below the Service Request
Definition title list.
7 Select an image from the image name list.
association.
NOTE
You must have the SRM Administrator permission to access this form from the
Custom Configuration tab. However, the Service Catalog Manager can create
questions on the fly in the Search Survey form when working with an SRD (in
the Service Request tab).
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Miscellaneous configuration
tab.
2 From the Application Settings list, choose Service Request Management
tab.
2 From the Application Settings list, choose Service Request Management >
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Enable SurveySelect Yes if you want requesters to receive surveys after their
requests have been resolved.
Last Surveyed DaysSelect the number of surveys that are sent to a user each
day.
Enter 0 to specify that the survey is sent every time a service request reaches the
Completed status. Enter 1 (the default setting), for example, for the survey to be
sent once every 24 hours when a service request reaches is completed.
TIP
Do not send too many surveys to users.
8 Click Save.
tab.
2 From the Application Settings list, choose Service Request Management >
appears as users type in the Search field on the Request Entry console:
Hide Suggestions and Disable StatisticsDoes not list suggestions and does not
maintain statistics on terms used in searches that users perform.
For more information, see Viewing statistics of searched terms on the Request
Entry console on page 184.
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9 In the Show Cart field, select Yes if you want requesters to see the cart, or select No
NOTE
If you hide the cart, the Cart icon on the Request Entry console, the Add to Cart
button, and underlying cart functionality is hidden from users.
10 In the Service Categories Sort field, you can change the display order of the
Category 1 links.
The following selection values specify which actions execute if you click either the
icon or the title of a navigational category in the Request Entry console.
List Related ServicesThe icon and title performs the List Related Services
function, and the List Related Services link is hidden on the Request Entry
console. If you click the icon or title, a list of services relating to that navigational
category appears. If there are subcategories, the Browse Sub-Categories link
appears if subcategories exist. You might see situations where subcategories
appear for some Category 1 links, but not for others.
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Hide List Related Services LinkThis suboption appears only when you select
Browse Subcategories. Select No to show the List Related Services link.
13 (optional) In the Price Display Option field, select an option for displaying the price
Display for All SRDsDisplays the price for all SRDs for the company that is
selected on this Request Preferences form (see step 4).
If you select this option, it takes precedence over the options selected in the
Show/Hide Options form for an individual SRD. See Configuring visible fields
in the Request Entry console on page 161.
Hide for All SRDsDoes not display the price for any SRDs for the company
that is selected on this Request Preferences form (see step 4).
If you select this option, it takes precedence over the options selected in the
Show/Hide Options form for an individual SRD. See Configuring visible fields
in the Request Entry console on page 161.
Based on SRD Configuration Displays the price as defined in the SRD. (On
the BMC Service Request Management form, choose Functions > Show/Hide
Fields to set the price.) This option is available for backward-compatibility
purposes.
(clear) (the default)Displays the price as defined in the SRD. Clearing the field
has the same result as choosing the Based on SRD Configuration.
If you are using BMC Cloud Service Management, select (clear). The Service
Offering price for an enablement Requestable Offering and the Service Offering
prices for transactional Requestable Offerings will be retrieved from Atrium
Service Catalog and displayed on the Request Entry console.
If you do not create a record in the Request Preferences form for a company, the
Price Display Option for the Global company is used.
14 Click Save.
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Miscellaneous configuration
tab.
2 From the Application Settings list, choose Service Request Management >
names:
Text Tag name
Definition
ConsoleSummary
JavaScriptLib
RQCBCDetails
RCOSRDetails
SCMPDTSRDDetails
SCMSRDDetails
SRDDetails
SRSBusMgrRequestSummary
SRSQuestionDetails
SRSRequestDetails
SRSRequestDetailsQuestions
SRSSRCActivityLogDetails
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5 Modify the information as needed (for example, change the background color or
For example, you can use the fr_FR locale to localize this content for your French
audience. This content appears in French when users log into the BMC Remedy AR
System server with the fr_FR locale.
7 (optional) To see the effects of your changes to the HTML code, click Preview
HTML.
8 Click Save.
tab.
2 From the Application Settings list, choose Service Request Management > Request
Default Preferences form, select whether the Popular Services, Service Categories,
or the Submitted Requests view appears when the Request Entry console opens.
The default setting is Popular Services. When you click the Home button in the
Request Entry console, you return to the view that you specify here.
4 Modify the default search criteria for My Requests when the Request Entry console
is opened:
a From the Show field, select if service requests with a particular status should
appear.
For example, you might want to show only service requests with a draft status.
The default setting is All Open Requests.
b From the Recently Closed field, select the number and unit criteria for requests
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Miscellaneous configuration
NOTE
Query exclusions are applied based on an exact match by locale.
If full text search (FTS) is enabled, the Request Entry Console will use the FTS
Ignore Words list to exclude words from end user searches. If FTS is not enabled,
the Request Entry Console will use the BMC Service Request Management
Exclusion List to exclude words.
You may want to review the FTS Ignore Words as it is extensive. For more
information, see the BMC Remedy Action Request System Configuration Guide.
tab.
2 From the Application Settings list, choose Service Request Management > Request
Entry Management > Service Request Search Exclusion String, and click Open.
3 To modify the list of terms to exclude, perform the following actions from the
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When an end user updates the activity log of a service request, these new work
notes are passed to all open backend requests related to the service request
(except those with a status of Closed, Completed, or Canceled.) Work notes will
not be passed to backend requests that have not yet been opened.
If a user adds work notes to a service request that is not currently in progress
(for example, the service requests status is Draft, Waiting for Approval,
Rejected), no backend requests exist. Then, after the initial backend requests are
created, all work notes from the service request are sent to those backend
requests.
When all work notes are passed to backend request at the same time, the
submit date on the backend request becomes the date when the work note was
passed, not the date that the original work note was created.
When an end user reopens a service request, the user can add a work note (for
example, to indicate the reason for reopening). That work note is passed to the
backend request that is reopened. If a new work order is created instead, all
work notes from the service request are passed to the new work order (including
the work note with the reason for reopening).
When a backend application user updates the activity log on a backend request,
the work notes are passed to the related service request.
NOTE
You must have AR System administrator permissions to view this form.
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CompanyThe name of the company for the user who used the search term in
the search.
Search TermThe text of the search term (for example, request a new
laptop).
LocaleThe locale of the user who used the search term. This fields values
follow these rules:
For every locale (except pt_BR or zh_CN), the value of the field contains only
the first two letters of the locale. For example, for de_DE, the value is de.
For pt_BR or zh_CN, the value is the same as the locale (for example, pt_BR).
A $NULL$ (empty) locale value is allowed and can be used as a fallback
mechanism.
Primary tagThe area to which the search term applies (that is,
REQUEST_ENTRY_CONSOLE).
Secondary tagA specific description (if needed) of the area to which the
search term applies (for example, SEARCH_FIELD).
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Total Unsuccessful SearchesThe total number of times the search term did
not return any results for the users at the company.
Search Term RankingThe current search term rank. The higher the rank,
statistically the more users will see results when using this search term; hence,
the term is more useful. Each unsuccessful search lowers the rank. Each
successful search raises the rank.
The rank is calculated with the following formula:
Total Successful Searches Current Unsuccessful Searches
This calculation can be zero or a negative or positive value. Search terms with a
negative or zero value are never displayed in the suggestion list on the Request
Entry console.
tab.
3 Modify the default search criteria for the Request Definition View and Process
View as needed.
For example, you might want to show SRDs with a certain status, for example,
Draft, by default in the Request Definition View.
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You must close and re-open the Service Catalog Manager Console for the changes
to be shown.
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Chapter
NOTE
You must have the Service Catalog Manager permission to create SRDs.
The following topics are provided:
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Service request description (for example, company, title, graphic, and so on)
Service categories
Service request details hidden or visible to users
Notification sent to users
Fulfillment process used by the requestable service (including quick launch
PDTs)
NOTE
The Service Request Designer does not support adding a survey to an SRD or
specifying an SRD as a System Request in the Request Entry console. To perform
these tasks, you must use the Service Request Definition form.
Figure 7-1: Service Request Designer
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NOTE
Some functionality in the Service Request Designer requires advanced permissions
for you to access. For example, for Request Catalog Managers to access the Manage
Categories button on the Description - Details panel, they must have SRM
Administrator permission. The Manage Processes button requires Request Catalog
Manager permission and the Manage Entitlements button requires Entitlements
Administrator permission.
If the stage requires validation, the Service Request Designer validates it in the
creation of a requestable service, before you can advance to the next panel. Not all
stages require validation (for example, the Options stage or the Entitlement stage).
Clicking the Next button advances you to the next step of the wizard after you
have passed validation. You can click the Back button to return to earlier stages in
the process.
You should have already created the underlying application templates, AOTs, and
PDTs that you want to use in the requestable service.
NOTE
If you are a Business Analyst, you can create SRDs only by using the Service
Request Designer, and you can view only SRDs that you created. Also, you cannot
view SRDs that have a status of Cancelled or Expired. Request Catalog Managers
can create SRDs by using the Service Request Designer or the Service Request
Definition form, and can view all SRDs. For information about creating SRDs by
using the Service Request Definition form, see Managing SRDs on page 158.
To modify requestable services to which you have access, click Modify. You can
filter the search results by entering a search string and then clicking Search.
3 Click Next.
4 Go to Completing the Description section to continue the procedure.
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Description
Company (required)
Specify the company the requestable service is tied to. The user
must belong to this company to see the requestable service. If the
requestable service is Global, all users have access to it.
Note: If guest users must be able to access the SRD, select Global.
Title (required)
Description
(required)
Specify the category type that applies to the requestable service (for
example, Telecommunications Services > Conference Calling >
Conference Call Setup).
You can view this button only if you have SRM Administrator permissions. For
more information about using the Category Management window, see
Configuring navigational categories on page 65.
3 Click Next.
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Description
Instructions
Keywords
Cost
Enter the cost budgeted for this requestable service. Cost can be
linked to service targets.
Price
the SRD and the corresponding service offering (in the Atrium
Service Catalog) are the same. If service requests in the cart on the
Request Entry console are shown with different currencies from
each other, the total price is calculated based on the currency
ratios. For information about configuring currency ratios, see the
BMC Remedy AR System Action Request System Configuration
Guide.
Turnaround Time
Select the service level for the requestable service (for example,
Gold, Silver, or Bronze) as configured by the application
administrator. See Defining SRD levels on page 174.
Image
Advanced Interface
Form
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Field
Description
Service
Offering Type
Your choice appears as the current fulfillment process. If you change your mind,
you can select a different process from the table and click Apply.
You can also filter the processes shown in the table by entering a search term and
then clicking Search.
To create or modify a process, click the Manage Processes button.
You can use this button only if you have Request Catalog Manager permissions.
For more information about using the Process Definition Template form, see
Creating a standard PDT on page 91.
8 Click Next.
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requestable service.
a Click Questions in the navigation tree.
b Click Add Question.
c Select New Question from the navigation tree.
d Define the Question Text.
Alternatively, you can select a question from the Select From Library list, and go
to step g. (For more information about creating questions in the Questions
Library, see Creating questions to use with SRDs on page 203.)
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will
interpret the greater than and less than signs as valid HTML markup if the
question text is included in a URL.
e Select a question format (for example, Text or Menu).
f (optional) In the Category field, select or enter the category that the question will
be classified with.
NOTE
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, you receive lists of questions by category instead of a
single long list of questions when you select a question from the library in the
Question Management form (which you can open from an SRD). You can
categorize questions for each fulfillment application or any other grouping that
works for your organization.
g Specify whether the question is Required or Hidden.
h Based on the question format, specify the question details.
For example, a Text question requires that you define the Default Response, the
Number of Text Rows, and the Limit Input Length.
i Click Apply to create your question.
j (optional) Click Add Condition to dynamically define additional questions that
appear in the context of the answer. (For more information, see Adding branch
conditions to questions on page 132.)
k (optional) Click Update Library to add the question to the Questions Library.
NOTE
When you add a question to the Questions Library, conditions added to the
question are not stored with the question in the Questions Library.
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l Specify the order in which the questions will appear in the SRD (when it appears
in the Request Entry console) by selecting the question and clicking the Up and
Down buttons.
m To remove a question from the list of available questions, select it from the
NOTE
You do not see this panel if you select a Quick Link PDT or if you select a PDT that
does not have any target mappings associated with it.
a Select one of the variables.
b In the Mapping Details area, complete one of the following steps:
Select the Question option, and choose one of the questions you previously
defined.
Make sure that the available questions you select will map to the intended
data targets. For example, the question (What kind of chair do you want?)
corresponds to the Description data target. If not, you must create a question.
Specify whether the question must be answered by the answer (select User
Displayed Response) or the data is internal (select Internally Represented
Response). To understand the restrictions for these options, see Question
format restrictions on page 134.
Select the Text option, and enter the text that you want entered in the
corresponding field in the fulfillment application.
Select the SR Field option, and select a field from the SR Field list.
Click Advanced Mappings to concatenate inputs. (See Concatenating
multiple inputs on page 135.)
13 Click Next.
14 (optional) On the Fulfillment Process - Service Request Field Mappings panel, map
fields on the Service Request form to questions, text, or other Service Request form
fields.
a Select one of the fields.
b In the Mapping Details area, select one of the following options:
Select the Question option, and choose one of the questions you previously
defined.
Make sure that the available questions you select will map to the intended
data targets. For example, the question (What kind of chair do you want?)
corresponds to the Description data target. If not, you must create a question.
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Specify whether the question must be answered by the answer (select User
Displayed Response) or the data is internal (select Internally Represented
Response). To understand the restrictions for these options, see Question
format restrictions on page 134.
Select the Text option, and enter the text that you want entered in the
corresponding field in the fulfillment application.
Select the SR Field option, and select a field from the SR Field list.
Click Advanced Mapping to concatenate data into one SR field. (See
Concatenating multiple inputs on page 135.)
c Click Apply.
d Map other fields as needed.
15 Click Next.
16 Go to Completing the Approvers section to continue the procedure.
submitted.
NOTE
When creating a requestable service using the Service Request Designer, the
default approval process of Set Using Approval Engine is used for approving the
requestable service. If you use the Service Request Definition form to create
requestable services, more options are available for approving the requestable
service.
In the Approval Type field, choose one of the following:
NoneNo approval chain record is associated with the service request when it
is submitted.
PersonEnables you to send the service request for approval to any user
defined in the People form. Click Select to search for any user available in the
People form.
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GroupEnables you to send the service request for approval only to group
members with Request Approver roles.
CustomEnables you to use a custom approval chain (not one of the approval
chains installed with the application). This custom approval chain definition
must have a Selection Criteria that matches the requestable service. For
information about approval chains, see Approvals for service requests on
page 219.
NOTE
Approvals for the SRD use the default approval process, which is determined by
the Service Request Definition form. See Defining service request definition
settings on page 173.
2 Click Next.
3 Go to Completing the Entitlements section to continue the procedure.
Add.
You can also drag and drop packages from the Available Packages table to the
Associated Packages table.
Packages that are related to the Company for this SRD are listed in the Available
Packages table.
b To filter the packages listed in the Available Packages table, enter a word or
service.
Add or remove entitlements to the requestable service as needed. See Selecting
entitlement information for an SRD on page 141.
4 Click the Manage Entitlements button to create or modify an entitlement.
You can view this button only if you have Entitlements Administrator permission.
For more information, see Configuring packages and entitlements on page 239.
5 Click Next.
6 Go to Completing the Options section to continue the procedure.
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Field
Description
Review a Service
Turnaround Time
View a Request
Request Details
Price
Expected Completion
Date Required
Phone
Attachment
Instructions
Quantity
Service Coordinator
Approvals
2 Click Next.
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3 On the Notifications panel, specify the states when notifications for the service
dates.
2 Select the company and name of the Request Catalog Manager to review the
service request.
Specify the user with Request Catalog Manager permissions who must first review
and approve the requestable service before it is deployed to the organization.
By default, these fields are set to the user creating the requestable service. Before
submitting the requestable service, make sure that you set these values to that of a
Request Catalog Manager.
NOTE
When the Company field is populated, the menu attached to the Name field
consists of all users belonging to the selected Company, not just Request Catalog
Managers. Therefore, when creating the requestable service, you must know who
your specific Request Catalog Manager is, and populate these fields correctly.
3 (optional) In the Reopen Request field, select Reopen Fulfillment Process or Create
Creates a Work Order, if the process resulted in multiple process steps, such
as a combination of a change request and a work order in sequence.
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4 (optional) To build the SRD in stages, enter all the required information, and click
Save.
You can edit the SRD as needed before submitting it for approval.
5 If you are sure that you are finished with the details of your SRD, click Submit.
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203
NOTE
When you add or update a question in the Questions Library, conditions added to
the question are not stored with the question in the Questions Library.
You map the questions you create to AOTs and PDTs. When an application
instance occurs, the responses are pushed to the corresponding fields of the
application instance form. A users responses are pushed to the application
instance for a particular AOT. For information about creating questions to use with
custom applications, see Integrating BMC Service Request Management with Custom
AR System Applications white paper.
You can define the following types of questions, with various branching options:
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tab.
2 From the Application Settings list, choose Service Request Management >
NOTE
If you are passing the values from a text question from BMC Service Request
Management to a fulfillment application (such as BMC Remedy Incident
Management), make sure you set the proper field length values. Otherwise, you
might see errors in the CAI events trying to create records in the fulfillment
applications. This can occur when data from one of the fields in the service request
is too long. For example, trying to pass 254 characters to a field that only accepts
100 characters. For more information, see the troubleshooting tips section in the
BMC Service Request Management Users Guide.
4 In the Question Format field, select Text.
5 (optional) In the Category field, select or enter the category that you want to apply
to the question.
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, when you select a question from the library in the
Question Management form (which you open from an SRD), you receive lists of
questions by category instead of one long list of questions. For example, you might
categorize questions for each backend application.
6 In the Number of Text Rows field, specify how many lines are used in your
question.
If you enter 1, the Text field appears in the Request Entry form as a single-line
input field. If you enter 2, the Text field is two rows in height, and so on.
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7 In the Limit Input Length To field, specify the amount of characters that a user can
enter.
This field is important for fulfillment application mapping if the fields are limited
in input length. The field will accept a maximum of 3600 characters. (The
maximum is limited to 1000 characters on Chinese, Japanese, and Korean views.)
By default, for a single-line question, users can enter as many as 128 characters. For
questions with an undefined number of rows or multiple rows, the limit is 3600.
8 Click Save.
NOTE
You can create as many radio buttons as you need for each question.
tab.
2 From the Application Settings list, choose Service Request Management >
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will interpret
the greater than and less than signs as valid HTML markup if the question text is
included in a URL.
4 In the Question Format field, select Radio Buttons.
5 (optional) In the Category field, select or enter the category that you want to apply
to the question.
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, when you select a question from the library in the
Question Management form (which you open from an SRD), you receive lists of
questions by category instead of one long list of questions. For example, you might
categorize questions for each backend application.
6 In the Displayed Value field, enter the value that appears to users (for example,
Accounting).
7 In the Actual Value field, enter the value stored in the database.
8 Click Add.
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9 Repeat step 6 through step 8 for each option you want to add.
10 Click Save.
tab.
2 From the Application Settings list, choose Service Request Management >
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will interpret
the greater than and less than signs as valid HTML markup if the question text is
included in a URL.
4 In the Question Format field, select Check Boxes.
5 (optional) In the Category field, select or enter the category that you want to apply
to the question.
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, when you select a question from the library in the
Question Management form (which you open from an SRD), you receive lists of
questions by category instead of one long list of questions. For example, you might
categorize questions for each backend application.
6 In the Displayed Value field, enter the value that appears to users (for example,
Accounting).
7 In the Stored Value field, enter the value stored in the database.
8 Click Add.
9 Repeat step 6 through step 8 for each option you want to add.
10 Click Save.
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When specifying a range of values for a range question, specify a range that covers
a maximum of 20 discrete values. To allow users to enter a wider range of values,
use a text question type.
tab.
2 From the Application Settings list, choose Service Request Management >
to the question.
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, when you select a question from the library in the
Question Management form (which you open from an SRD), you receive lists of
questions by category instead of one long list of questions. For example, you might
categorize questions for each backend application.
6 In the Minimum Label field, enter the value that appears to users (for example,
Low).
7 In the Minimum Value field, enter the smallest range value (for example, 1).
8 In the Maximum Label field, enter the value that appears to users (for example,
High).
9 In the Maximum Value field, enter the largest displayed value (for example, 10).
10 Click Save.
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StaticShows a menu from which users can select values. For more
information, see Defining static menu questions on page 209.
IMPORTANT
Users must have access to the form that is being queried. If you select the
HPD:Help Desk form, but users do not have permissions to access it, the query
menu does not show any data.
tab.
2 From the Application Settings list, choose Service Request Management >
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will interpret
the greater than and less than signs as valid HTML markup if the question text is
included in a URL.
4 In the Question Format field, select Menu.
209
5 (optional) In the Category field, select or enter the category that you want to apply
to the question.
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, when you select a question from the library in the
Question Management form (which you open from an SRD), you receive lists of
questions by category instead of one long list of questions. For example, you might
categorize questions for each backend application.
6 In the Menu Type field, select Static.
7 In the Displayed Value field, enter the value that appears to users (for example,
Accounting).
8 In the Stored Value field, enter the actual value stored in the database (for example,
Calbro Accounting).
9 Click Add.
10 Repeat step 7 through step 9 for each option you want to add.
11 Click Save.
tab.
2 From the Application Settings list, choose Service Request Management >
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will interpret
the greater than and less than signs as valid HTML markup if the question text is
included in a URL.
4 In the Question Format field, select Menu.
5 (optional) In the Category field, select or enter the category that you want to apply
to the question.
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, when you select a question from the library in the
Question Management form (which you open from an SRD), you receive lists of
questions by category instead of one long list of questions. For example, you might
categorize questions for each backend application.
6 In the Menu Type field, select Query.
7 In the Form Name field, select a form (for example, AP-Sample:Restaurant).
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8 In the Display Label field, enter the name of a character field that appears on the
form, (and not a selection list), that represents the value stored in the database.
10 To define a qualification, click Query Builder to open the Query Qualification
Builder.
If you do not create a qualification, the query menu shows all restaurant records
from the AP-Sample:Restaurant form.
For more information, see Building a query in the Query Qualification Builder
on page 211.
TIP
To restrict the number of records returned from your query menu in the Request
Entry console, use the Query Builder to qualify your search. For example,
'Status' = "Active" returns a manageable subset of possible records.
11 Click Save.
TextEnter the text you want included in the qualification. Then, from the
menu next to the Text field, select the option that corresponds to the type of text
you want to enter:
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NOTE
This procedure assumes that you already know how to create application
templates, AOTs, PDTs, and SRDs.
When you select a restaurant (for example, Le Chef) and submit the request, this
value is entered to the Detailed Description field in the work order.
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Select the form that contains the set of values you need to view. If your form has
a list of unique values for a field, you can construct a query menu question to
return those values from the query. If you cannot find a form that returns
desired the values from a dynamic query, you must create it.
Select a character field from a primary form that has one value for each record
(a one-to-one relationship). Avoid using join forms because these typically have
one-to-many relationships and appear in the Request Entry console as duplicate
entries.
When you query the AP-Sample:Restaurant form to retrieve a list of restaurants,
for example, the query returns all the records. Each record is for a different
restaurant name, and so there is no duplication.
NOTE
You cannot define dynamic query menus (that is, menus with dependencies) from
the Questions Library. You can define dynamic query menu dependencies when
defining a question for a specific SRD only.
To avoid circular results, do not create a dynamic query menu that depends on the
answer of another question, which similarly requires an answer from the original
question. For example, Question 1 should not depend on the answer to Question 2
if Question 2 requires an answer from Question 1.
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The Request Definition View appears in the Service Catalog Manager Console.
c Perform an SRD search.
For the types of searches available, see Searching for SRDs on page 158.
d From the list of matching SRD records in the search results table, open the record
to modify.
2 After you enter a PDT in the Process Template field, click the Questions &
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will interpret
the greater than and less than signs as valid HTML markup if the question text is
included in a URL.
5 In the Question Format field, select Menu.
6 (optional) In the Category field, select or enter the category that you want to apply
to the question.
7 From the Menu Type list, select Query.
8 From the Form Name field, select the form from which to show the answers (for
example, AP-Sample:Restaurant).
9 From the Display Label field, select the field associated with the form.
10 A default value is entered in the Menu Label field.
11 (optional) Edit the Actual Value field.
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12 To construct a qualification:
a Click Query Builder.
b Using the fields and buttons in the dialog box, enter a qualification in the
Qualification field.
From the Question drop-down list, you can select a question that is already
defined in the SRD. The data you retrieve depends on the response to the
question you select in the Question field.
For example, you might define a question (Restaurant Location) that uses a
dynamic query menu. The menu queries the Restaurant Locations form with
this qualification:
'Restaurant' = <Restaurant Example>
The menu for the Restaurant Location question will list all locations for the
restaurant specified in the preceding Restaurant Example question. Without a
qualification, all locations are listed, regardless of the restaurant selected.
c Click Select.
NOTE
Do not add dynamic query menu questions to the Questions Library.
For example:
yyyy/MM/dd; HH:mm
For more information about setting user preferences, see the BMC Remedy Action
Request System Configuration Guide.
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tab.
2 From the Application Settings list, choose Service Request Management >
If you want to enter the greater than (>) or less than (<) sign in the Question Text
field, use encoded text (> for >, and < for <); otherwise, browsers will interpret
the greater than and less than signs as valid HTML markup if the question text is
included in a URL.
4 (optional) In the Category field, select or enter the category that you want to apply
to the question.
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, when you select a question from the library in the
Question Management form (which you open from an SRD), you receive lists of
questions by category instead of one long list of questions. For example, you might
categorize questions for each backend application.
5 In the Question Format field, select Date/Time, Date, or Time.
6 Click Save.
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Chapter
Configuring approvals
This section describes how to configure approvals for service request definitions
(SRDs) and service requests. Configuration tasks are performed from the
Application Administration Console.
NOTE
You must have the SRM Administrator permission to configure BMC Service
Request Management approvals.
The following topics are provided:
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If an individual approver is needed, only people defined in the People form can
be chosen as approvers.
tab.
2 From the Application Settings list, choose Foundation > People > People, and click
Open.
3 In the People form, enter the persons information.
4 To include the person as a group approver, define the person as a member of the
Support Staff.
5 In the Application Permissions area of the Login/Access Details tab, give the
person the required BMC Service Request Management permissions (for example,
Service Request User).
NOTE
The minimum requirement in BMC Service Request Management to approve
service requests is being registered as a user in the People form. Users with this
level of access can view service requests in the Request Entry console, but they
must use Approval Central to approve them.
6 To include the person as a group approver, in the Functional Role Update tab of
the Update Support Group Membership and Roles form for support groups, give
the person the Request Approver or SRD Approver support roles.
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NoneNo approval chain record is associated with the service request when it
is submitted.
PersonEnables you to send the service request for approval to any user
defined in the People form.
GroupEnables you to send the service request for approval only to group
members with Request Approver roles.
For more information, see Setting approvals for the service request on page 138.
To set up custom approval processes, you must create a custom approval chain
(See Configuring a custom approval chain on page 219.) Then, choose Custom
from the Approval Type field on the Service Request tab when creating an SRD.
This option uses the custom approval chain you create.
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You can configure BMC Service Request Management so that one service request
uses a particular approval chain, but another service request uses a different chain.
You can set workflow actions that occur when a particular result is returned from
an approval process:
Set Fields actionYou can set values to fields on the application request (using
a Set Fields action).
tab.
2 Choose Service Request Management > Approval > Approval Chains, and click
Open.
3 From the Approval Chains form, click Create.
The following approval chains are installed with BMC Service Request
Management:
approval chain.
5 (optional) Enter a description.
6 From the Form Name list, select SRM:Request.
7 In the Company field, select -Global-, or select a specific company that will use this
approval chain.
This name maps to the name specified in the Company field on the Delivery tab of
the SRD.
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8 Select a Status.
Leave the status Offline until you are ready to deploy it; otherwise, you might see
unexpected results. Then, set the status to Enabled so that the approval chain can
be executed.
9 In the Selection Criteria field, enter a qualification for the service requests you want
The Order field controls the order in which the approval criteria are evaluated for
a request.
Select 0 for the most restrictive selection criteria, and select successively higher
order values as the selection criteria becomes less restrictive.
The following is an example of selection criteria defined for a more restrictive to
less restrictive order:
Order Selection Criteria
0
process:
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c Click Apply.
The approval process is added to the chain with four possible approval statuses:
Approved
Rejected
Cancelled
Error
You can define an action for some or all of the possible statuses by adding
another process to the approval chain (step 12) or by adding a Set Fields action
(step 13).
12 To add another process to the approval chain:
a Select an approval status in the approval chain tree (for example, Approved).
b In the Add Process section, select a process from the Process Name list.
c Click Apply.
the Status field or Status Reason field to enter information about the service
request).
e In the Value field, enter the value you want to set in the field.
f Click Save.
14 Click Save to save the approval chain.
15 If you created any Level approval processes, create approver mappings.
Service Request tab of the Service Request Definition form. (See Setting approvals
for the service request on page 138.)
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NOTE
Only default group chains, custom chains, and Service Request Definition - Level
rules use the information in the Approval Mappings form. (For information about
custom chains, see Configuring a custom approval chain on page 219.)
To set up approver mappings, complete these tasks:
Step 1 Map approvers to approval phases. See Mapping approvers to approval phases
Create group mappings. See Creating group mappings to work with level-type
approval processes on page 227.
tab.
2 From the Application Settings list, choose Service Request Management >
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Approval For
If you select Approval For Individual, this field appears. Use auto-fill
to enter the approvers last name.
Approver ID
Assignment
Availability
Status
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Field
Approval
Indicator
Service Request
Service Request Definition
When you select either of these options, the Mapping Criteria tab
appears under Additional Mappings. This enables you to map the
approver to a category-cost combination.
Phase Company
Phase Name
Description
4 Click the Mapping Criteria tab to add additional criteria for navigation tiers, SRD
tab.
b From the Application Settings list, choose Foundation >Advanced Options >
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e Select the Service Request Definition - Level approval configuration record, and
NOTE
To map an individual approver, you can select any individual who has a record in
the People form. It is not necessary to select a person with the SRD Approver
functional role (for example, Allen Allbrook). This example uses Ian Payment.
4 In the Approval Indicator field, select which form this approver mapping will
For SRDs, if you have not created any other approver mappings, when an SRD is
promoted to the Request for Approval state, the SRD cannot be deployed until the
individual you set in this procedure approves the request.
In addition, you can create a multiple-level approver mappingwhere both Allen
Allbrook and Ian Payment must approve the SRD before it can move to the next
state. Here you could set Allen Allbrook as 0 level and Ian Payment as 1. In this
example, Allen Allbrook must approve the SRD first. The Approval Server
generates a second approval for Ian Payment.
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NOTE
When an approver list includes functional roles (for example, the SRD Approval
functional role), specific settings in the AP:Role form in the Approval Server
determine whether the role is expanded to individual signature-line records for
each member of the role, or a single signature-line record is created for the entire
role.
In the Approval Server integration with BMC Service Request Management, the
SRD Approval functional role maps to the SRD Approver role name in the Role
form. (Select AP:Administration from the IT Home page. From the Role tab, select
a role, and click View.) In the SRD Approver role, group approvals by default
require that only one member of the support group must sign the approval to move
the SRD to the next stage. For information about how the All Must Sign and If
Multiple Approver settings are used in the Approval Server, especially if you
require all members of a group to approve the request, see the BMC Remedy
Approval Server Guide.
tab.
b From the Application Settings list, choose Foundation >Advanced Options >
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a support group that includes people with the SRD Approver functional role.
For example, the IT Hardware support group should include both Allen Allbrook
and Ian Payment.
6 In the Approval Indicator field, select which form this approver mapping will
When an SRD is moved to the Request for Approval state, the SRD cannot be
deployed until the support group you set in this procedure approves the request.
To create a multiple-level group approver mapping, create another group
approver mapping for another support group, and set the Level setting to 1. After
the first support group (level 0) approves the SRD, the second level of approvers
(level 1) must approve the SRD before it can be moved to the next stage.
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tab.
2 From the Application Settings list, choose Service Request Management >
The Approval Mappings form is redisplayed so that the fields to configure a group
mapping appear.
4 In the Inherent Group field, select a service request management group.
5 In the Functional Role field, select one of the functional roles defined for service
If you disabled the individual approver mappings and you did not modify the
default approval configuration settings, the service request cannot be moved from
the Waiting Approval status until this inherent group/role approves the request.
NOTE
To create a multiple-level inherent group approver mapping, you could create
another inherent group approver mapping for another inherent group and set the
Level setting to 1. After the first inherent group (level 0) approves the service
request, the second level of approvers (level 1) must approve the service request
before it can be moved to the next stage.
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Approval states
To configure the flow of approvals, you must define what approval is required for
each state in the flow. The states of SRDs use the settings defined in Status and
Status Reason fields on the Approval Process Configuration form, which is
accessed from the Application Administration Console. (See To set up an
approval process for your company on page 235.)
When the Status and Status Reason fields for the SRD record matches the value
specified in the Begin column, the approval process is started. Whenever the Status
or Status Reason changes, the workflow searches the Approval Process
Configuration form to see if there are any approval mappings for the new Status
and Status Reason combination. If a mapping is found, the process name is
returned to the SRD, and the application command is issued to the Approval
Server to start the approval process.
When the approval process starts, the Status and Status Reason fields cannot be
modified. This prevents further changes to the SRD until the approver submit a
decision (approved or rejected).
Approval configuration records are mapped for SRDs by navigational categories,
price information, and so on.
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BeginThis state is an indicator to the Approval Server for starting the approval
process. For example, if you set up Pending as the Status and Approval as the
Status Reason for an SRD, the approval process does not start until the SRD
records Status and Status Reason fields match these values. The approval
process, for example, does not start when the SRD is in a Status of Draft.
NOTE
The Approved state is based on rules set up in the Approval Server (in the Rule
Definition form). To access the Rule Definition form, select AP:Administration
from the IT Home page. From the Rule tab on the Approval Server Administration
form, select a rule, and click View. For more information about rules in the
Approval Server, see the BMC Remedy Approval Server Guide.
RejectedDefines the values of the Status and Status Reasons fields for SRDs if
a record is rejected. For example, you might want to set the Status back to
Pending and the Status Reason to More Information if the SRD is rejected.
No ApproversIf the Approval Server does not find any of the mapped
approvers, the Status and Status Reason field values on the two forms are
changed to the values specified.
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If you enabled the Service Request Definition - Level process, you must set up the
approvers using the Approver Mappings form (see Creating approver
mappings on page 223). This rule queries the form, using the appropriate criteria,
find the appropriate approvers, and add them to the SRD record as the approvers.
When the approver approves or rejects the SRD, the rules execute and set the next
status defined in the Approval Process Configuration form. (See Approval states
on page 230.) Based on the process type, the Approval Server continues until no
approvers are found for the process.
NOTE
You can configure additional processes for your company, as needed. For
example, you could create a process that SRDs require approvals when they reach
the Pending state. For more information, see Setting up approval processes for
your company on page 234.
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Process types
BMC Service Request Management provides the following approval process types:
Ad Hoc
Level
These process types are used in the following default processes on the Approval
Process Configuration form:
IMPORTANT
Do not enable both approval processes at the same time; otherwise, your approvals
will not work as described. If you want to modify the default approval settings,
enable only one approval process and set the other to Offline. (You can enable
multiple approval processes for service requests because approval chains can use
multiple approval processes. See Approvals for service requests on page 219.)
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Figure 9-2: Relationship between company records and global approval process
configuration
IMPORTANT
After you create company-specific approval processes, the global approval processes
are no longer functional for your company. As a result, if you disable the Service
Request Definition - Level approval process configuration record for your
company and an SRD reaches the Service Request Definition - Level phase, the
Approval Server skips the company Service Request Definition - Level approval
phase (because it is offline). The Approval Server also ignores the global Service
Request Definition - Level phase (even if it is enabled), and the service request
continues to the next state. To revert to the global processes, set all the company
approval process configuration records to offline.
You can have only one enabled approval process for global use or for each
company. For example, you might enable the Service Request Definition - Ad Hoc
approval process. You can create additional phase approval processes as needed,
but they must be offline or in another state (for example, Proposed).
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tab.
2 From the Application Settings list, choose Foundation > Advanced Options >
fields:
Field name
Form Name
Top of form
Top of form
Top of form
Description
Top of form
Phase Name
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Field name
Process Name
Process Type
Impacts Approval
Status
Default Process
Name
System Approval
Flag
Sort Order
4 Click the Status Flow tab to set up the approval cycle for the specific service
catalog.
The states that appear in the Status menu lists are derived from the Status field of
the Service Request Definition form.
For example, an SRD starts in the Request for Approval state. The Begin column
indicates the state that starts the approval process.
If the SRD is approved, its Status changes to Deployed (as indicated in the
Approved column).
If the SRD is rejected, its Status changes to Rejected (as indicated in the Rejected
column). But you might decide instead that the SRD should move back to the
Pending state and that the Status Reason should be More Information, or the Status
might be Rejected and the Status Reason should be Cancelled.
You can set up the Status for an SRD if there are no approvers defined for it (for
example, Deployed, as indicated in the No Approver column).
For more information, see Approval states on page 230.
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If the SRD is approved, the Approval Server changes the status and status
reason values on the relevant form to the values you configure here.
c For the Rejected state, define a status and a status reason (optional).
If the SRD is rejected, the Approval Server changes the status and status reason
values on the relevant form to the values you configure here.
d For the No Approvers state, define a status and a status reason (optional).
If the Approval Server does not find any approvers, the Approval Server
changes the Status and Status Reason values on the relevant form to the values
you configure here.
NOTE
For more information about approval process states, see Approval states on
page 230.
6 Click the Additional Qualifications tab.
You can include other fields in a service request to qualify which approval process
to use for a particular request (for example, the Category 1 field or the Total Cost
of the SRD).
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Console.
2 Click the Forms tab.
3 Select SRM:Request, and click View.
The SRS:RequestDetails form is not in the list, so you must enter it manually.
b Leave the View Name field as is.
c From the Display Mode list, select Dialog.
d For Field 1, select Request Number, or enter $Request Number$.
e Click OK.
6 Click Save.
For more information, see the BMC Remedy Action Request Approval Server Guide.
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Chapter
10
NOTE
You must have the Entitlement Administrator or SRM Administrator permission
to configure entitlements.
The following topics are provided:
Chapter 10
239
Creating packages
To make entitlements for SRDs easier to manage, you can create packages, which
can contain one or more SRDs. You can relate only one company to each package.
For example, if you create a package for Calbro, you cannot relate Acme Company
to that package.
When you give a company access to a package, the company automatically has
access to all SRDs associated with the package.
To create a package
1 Open the IT Home Page, and click the Service Catalog Manager Console link.
2 Click the Functions link in the left navigation pane, and click Package
Management.
3 Click the plus sign (+) icon at the top of the Package Management window.
4 In the Name field, enter a name for the package.
Package names must be unique for a company. Do not enter a name that is the
same name as another package already created for the same company.
5 (optional) In the Description field, enter a short description of the package.
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Creating packages
6 From the Company field list, select the company to which the package will be
related.
All global SRDs and all SRDs for the selected company are listed in the Available
Requestable Offerings (SRDs) table.
7 In the Package Group field, enter or select a package group for this package.
For the first package that you create, the list is empty and you must manually enter
the name of the group. For all subsequent packages, you can select an existing
group from the fields menu list or manually type the name of a new group into
the field.
A package group can belong to only one company.
8 To associate an SRD with the package, select it from the Available Requestable
NOTE
To prevent SRDs from multiple companies being added to a package, the
Company field is set to read-only after you add the first SRD. The Company field
remains read-only when you edit the package.
9 Click Save.
Editing packages
You can make changes to the packages that you create.
To edit a package
1 Open the IT Home Page, and click the Service Catalog Manager Console link.
2 Click the Functions link in the left navigation pane, and click Package
Management.
3 Select the package that you want to modify.
4 Click the pencil icon at the top of the Package Management window.
5 Modify the Name, Description, and Package Group fields as needed.
6 Add or remove SRDs as needed from the Selected Requestable Offerings (SRDs)
table.
7 Click Save.
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Deleting packages
You can delete a package that you have created. When you delete a package, all
entitlement rules that reference the package are deleted.
To delete a package
1 Open the IT Home Page, and click the Service Catalog Manager Console link.
2 Click the Functions link in the left navigation pane, and click Package
Management.
3 Select the package you want to delete.
4 Click the minus (-) icon at the top of the Package Management window.
5 Click Yes to confirm that you want to delete the package.
6 Click Save.
Enabling entitlement
Before you enable entitlement, create rules for users to access their SRDs.
Otherwise, after you enable entitlement, users cannot access their SRDs. Before
you create entitlement rules, you might want to create a temporary entitlement
rule specifying Everyone in the People Qualification Name field so that everyone
can access their SRDs until you finish creating entitlement rules for all users.
Everyone is predefined and cannot be changed.
To enable entitlement
1 From the Application Administration Console, click the Custom Configuration
tab.
2 From the Application Settings list, choose Service Request Management >
You can create entitlement groups and rules from this console.
4 In the Apply Entitlement Rules to Global SRDs field, specify whether entitlement
If you select No (the default), entitlement rules do not apply to global SRDs. All
users can request Global SRDs. The assumption here is that global SRDs are
intended for all users and should not be limited by multi-tenancy.
If you select Yes, any entitlement rules defined for SRDs also are either directly
or indirectly applied to global SRDs.
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NOTE
You can still create exceptions if you use Advanced Qualifications when you create
entitlement rules for People or SRDs. In your environment, you might not want to
see global SRDs for one specific company, for example, a managed service
provider (MSP) vendor. For more information, see Create people entitlement
definitions on page 244 or Adding service request definition qualifications on
page 245.
TIP
As an alternative to setting up entitlement groups, you can create people
entitlement definitions by company, login ID, or location (region, site group, and
site).
tab.
2 From the Application Settings list, choose Service Request Management >
NOTE
When you add users to an Entitlement Group, you must flush the Entitlement
Cache before the user can see any SRDs visible to the Entitlement Group. After the
cache is cleared, users must reopen the Request Entry console to see any changes.
For more information, see Validating users (optional) on page 246.
Chapter 10
243
NOTE
To increase performance, entitlement rules are cached. Although the entitlement
cache is flushed when an entitlement rule is created or modified, users must
reopen the Request Entry console to see any changes.
tab.
2 From the Application Settings list, choose Service Request Management >
from access.
5 Click the Create button under the People Qualification Name field.
6 From the People Qualification for Entitlement form, select the status.
CompanyCompany name
AR UsernameLogin ID
Entitlement GroupEntitlement group description
LocationRegion, site group, site
Advanced QualificationDescription of the qualification
TIP
An advanced qualification lets you create exceptions with global SRDs. For
example, you might exclude global SRDs for one specific company, such as an MSP
vendor.
8 Select the Company, AR Username, Entitlement Group, Location, or Advanced
Administration Guide
previously.
2 Click the Create button (located under the SRD Qualification Name field).
Category of SRD
SRD Level
Specific SRD
Specific Package
Advanced Qualification
6 For the option that you selected, perform one of the following steps:
NOTE
An advanced qualification lets you create exceptions with global SRDs. For
example, you might exclude global SRDs for one specific company, such as an MSP
vendor.
7 Click Save.
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245
To validate users
tab.
2 From the Application Settings list, choose Service Request Management >
User Validation.
4 On the User Entitlement Validation form, click the Select button.
5 From People Search form, select the user to validate, and click Select.
The matching entitlement groups, entitlement rules, and SRDS for the user appear
in the tables. Click View under a table to view more details.
6 To see the qualification for matching entitlement rules and SRDs, click the
NOTE
Although the entitlement cache is flushed when an entitlement rule is created or
modified, you can click the Flush Entitlement CACHE button on the User
Entitlement Validation form to force a flush of the cache. After the cache is cleared,
users must reopen the Request Entry console to see any changes.
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Chapter
11
247
Work Order Master permission is required to access the Work Order Console
and work orders, and to access the Overview Console.
Work Order Config permission provides access to work order rules, task
templates, and work order templates.
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NOTE
Using the Task Management System (TMS) functionality is optional with work
orders. You can create work orders that do not use TMS tasks.
Assignee activities and responsibilities include:
Work Order Master permission is required for access the Work Order Console
and to work order records, and to access the Overview Console.
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NOTE
When documenting procedures in this guide, if there is a difference between how
you do something in the Best Practice view and how you do it in the Classic View,
only the Best Practice method is described.
NOTE
To perform the following procedure, you must have Administrator permission.
tab.
2 Choose Foundation > Advanced Options > View Selection Framework - Deploy
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3 In the Company Mapping tab, select the Best Practice View User record, and click
Remove.
NOTE
Deleting this record impacts only the Work Order form. No other forms in BMC
Service Request Management include classic and best practice views.
4 In the Application Name field, select Remedy Service Request and Catalog System.
5 In the Role field, select Classic View User.
6 If necessary, change the sorting order number.
7 Click Add.
8 Close the form and then have users log into the application again.
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Work Order Management can be defined to fulfill service requests, similar to the
other fulfillment applications.
The Work Order form appears, and a Work Order ID is automatically assigned to
it. The functionality you see varies according to which other applications are
installed (for example, BMC SLM).
The work order initially appears in Assigned status. To enable the work order from
Assigned status to be moved to its next status, enter information into the following
required fields.
2 (optional) Use a work order template to complete the contents of the work order.
Work order templates are especially useful in any work order that follows welldefined methods for specific and repeated requirements. Work order templates do
more than simply fill out fields for you; they can also include tasks with the work
order. See Selecting work order templates on page 264.
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3 Complete the Customer or Contact field on the new Work Order form.
For more information, see Adding or modifying a customer profile on page 261.
If the customer record uses the VIP or the Sensitive flag, this information appears
in red after the Customer field label. For more information, see the BMC Remedy IT
Service Management Configuration Guide.
4 In the Summary field, enter a brief description.
5 In the Notes field, enter the work order details.
6 In the Work Order Type field, enter a type (for example, General).
7 In the Request Manager section, enter the necessary information:
a Select a Support Company.
work order.
Items in the list are retrieved from the Atrium Service Catalog.
Selecting a service CI automatically performs the following actions:
NOTE
Some CI types are virtual, while others are physical. The Business Service CI type
is an example of a virtual CI. In this context, a business service can be provided
from one business or organization within a business to another. Business Service
CIs can include customer support, employee provisioning, server farms, storage,
and so on.
The business service selected by a requester in response to a question takes
precedence over a business service specified in the Work Order template or in the
SRD. (The business service specified in the SRD takes precedence over a business
service specified in a Work Order template.)
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9 Select the Priority to identify the importance you (as support staff) assign to the
work order.
Priority indicates the relative order in which changes should be addressed. It is
influenced by considerations of risk and resource availability. The default value of
the Priority field is Low.
10 If the fields in the Request Assignee section do not have assignee information,
Assign to MeAssigns the work order to the user who is logged in.
Auto AssignAssigns the work order according to the rules in the Assignment
Configuration form.
11 Click Save.
General InformationNotes about the work order. For example, you might
want to note that a particular CI was deployed and include the date.
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5 To add an attachment, click the folder next to the Attachment field, and browse for
a file.
To clear an attachment that you just added, click the Remove File icon (
).
NOTE
Attachments to Work Info entries in a work order are not transferred with
information sent to a service request. You can access the attachment only from the
work order. Similarly, attachments added in BMC Service Request Management
are not transferred to the Work Order application.
6 To add more details:
a Click the arrow next to More Details.
b Add more attachments, as needed.
c From the Work Info Type list, select the type of work information to add.
d From the Source list, select the source of this information.
Information sources can include, for example, email, system assignment, or the
Web.
e For the Locked field, select Yes (to lock the log) or No.
f In the View Access field, select one of the following options:
InternalIf you want only users in your organization to see the entry.
PublicIf you want everyone with access to the system to see the entry,
including requesters.
7 Click Add to add your entry to the work history.
WARNING
You cannot modify a Work Detail entry after you add it.
8 To filter specific work entries that appear in the table based on the type of activity,
).
10 To see all entries for work information history, click the View icon (
) at the top
of the tab.
NOTE
When you return to the Work Order Console, you might need to refresh the
Assigned Work Orders table to see all the modified records.
11 Click Save.
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).
3 Click Clear to return the tab to a state that allows you to enter new work
information.
NOTE
Operational and Product categorizations are not configured as shipped for work
orders. You must modify the records in the Product Catalog Setup and Product
Catalog Setup forms if you intend to use them with work orders. See the BMC
Remedy IT Service Management Configuration Guide.
order.
See Adding a service CI to an SRD on page 136.
4 Click Save.
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Relate incidents, change requests, configuration items (CIs), and other work
orders to a work order.
NOTE
In the Work Order form, you can relate a CI to a work order, but in the CI form,
you cannot relate a work order to a CI.
View an incident, change request, CI, or another work order that is related to a
work order.
To view an incident, select it in the Relationships table, and click the View
icon (
).
To restrict the number of requests that appear in the table, select a type of
request in the Show Related field.
NOTE
If the BMC Remedy IT Service Management applications are installed on a remote
system, status information is not visible in the table. This is because the status sync
up workflow is implemented in filters, but filters do not support accessing forms
on a remote system. If the BMC Remedy IT Service Management applications are
installed on a local system, there is no issue.
Relationships tab, select the type of record to which to relate the current record.
NOTE
Alternatively, you can skip step 2 and step 3, and select Create Relationship To >
Type of Record from the Quick Action section of the navigation bar at the right.
4 Click the Search icon (
).
NOTE
The contents of the search form depend on the type of record that you chose in the
Search list.
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5 In the search window for the request type, enter a string in the Search field, and
).
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NOTE
To view the support groups you belong to, click the My Profile link in the
navigation pane, and click the Support Groups tab. For more information about
this link, see Updating assignment availability on page 296.
For example, to see all open records by status, click All Open. The results of the
search appear in the Console List.
TIP
If the contents of the Console List do not update after you run the search, click the
Refresh button.
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Work Order.
A form appears that enables you to perform the search. The form is laid out in a
similar way to the Work Order form, and contains the same tabs and fields. You
can use any of the tabs and fields in the form to specify your search criteria.
2 Using the tabs and fields, build your search condition.
To reduce the number of records found by the search, enter as much information
into the form as you can.
3 Click Search.
When the search finishes, the search results list contains all the records that match
the search criteria.
4 Scroll through the list to find the specific record.
NOTE
The My Searches node only appears after a custom search is defined.
on which to search.
To insert operators (+, =, >,<, and so on), click the appropriate operator button. Do
not forget to place literal values between double quotation marks. For example, to
search for a problem investigation with a priority of high, you would construct
the following search:
'Priority' = "High"
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6 Click Select to close the Advanced Qualification Builder, and click Save.
The search appears in the Defined Searches list, under the My Searches node.
NOTE
The My Searches node only appears when a custom search is defined.
To edit a custom search, select it, make any changes, and click Save. To delete a
custom search, select it, and click Delete.
Console.
2 Click Create to create a work order.
3 Click the Customer Search button (
If you are adding a customer record, you do not need to add all the information for
this individuals profile, only what is necessary to submit the record.
NOTE
You cannot define a Support Person record here. For more information, see
Application functional roles on page 46.
If you are adding a customer, the status of the person you added has a default
value of Proposed. Your People/Contact administrator must verify those in
Proposed status, update them to Enabled, and add any other information that is
necessary.
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6 To clear the Customer or Contact field and enter a different name, click the Clear
Field icon (
).
NOTE
If you are using the Classic view, click Create on the Customer tab to add a
customer profile.
Console.
2 Open a current work order that belongs to the customer whose profile you are
modifying.
3 Click the Details button (
Field icon (
).
NOTE
If you are using the Classic view, click Modify on the Customer tab to modify a
customer profile.
Corporate ID
First Name
Last Name
Internet Email (default)
Phone Number
For example, using the default configuration, the application searches against the
Internet email address that appears on the People form. Therefore, if the user types
Al in either the Customer or the Contact field and then presses Enter, the
application returns a list of all people whose email address starts with Al (Arthur
Albertson, Allen Allworth, Anita Alman, and so on).
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tab.
2 From the Application Settings list, choose Service Request Management > Work
want.
5 Click Add/Modify Settings to save the setting.
tab.
2 From the Application Settings list, choose Incident Management > Advanced
appear.
5 Click Add/Modify Settings to save the setting.
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To select templates
1 From the IT Home Page, choose Service Request Management > New Work Order.
2 From the navigation pane on the left side of the form, click Functions > Work
Order Template.
You can apply a work order template only while the Status is in Assigned state.
You can also select a work order template only once for each work order.
3 In the Work Order Available Templates dialog box, click View to examine the
The contents of the template are applied to the work order. The work order
template overwrites any field values that are already present in the work order. If
the work order already includes relationships or tasks, these are not overwritten.
Any additional tasks from the template are added as peers, and additional
relationships are included with the work order.
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To track the history of the service request, click the Activity Log tab.
To view a complete list of the requests details, click the Details tab.
Log.
4 (optional) Use the Audit Type list to filter out audit log entries.
5 Click the Notification Audit tab to view notification audit entries against the work
order.
6 Select a notification audit entry and click View.
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Reminders
Reminders enable you to create notes for yourself and others. You can send them
by email or through BMC Remedy Alert, and you can specify when they are sent.
You can create generic reminders, or you can create reminders that are associated
with a specific work order or task. For example, you can send yourself a note about
a specific work order to remind you to follow up on it.
Whether you access reminders from the console or from a work order determines
which reminders you can view:
When you open the Reminders dialog box from the console, you can view all
reminders that you have created.
When you open reminders from a work order, you can view all reminders
associated with that work order. This includes reminders created by other users
of the application.
You can modify or delete only the reminders that you have created.
Creating reminders
If you create a reminder from the console, the reminder is generic. If you create a
reminder from a work order, the reminder is specific to that work order.
To create a reminder
1 From the IT Home Page, choose Service Request Management > Work Order
Console.
2 Click Functions > Reminders.
3 In the Reminders dialog box, click the Create Reminder tab.
4 In the Notify list, select Individual or Group, depending on whether you are
If you type a name in the Recipient field and press ENTER, the AR Login field is
automatically populated. If you leave the field empty and press ENTER, the People
Search dialog box appears. You can search for a name and select it from a list. The
Recipient and AR Login fields are automatically populated.
6 In the Time field, enter the time that you want the system to send the reminder.
You can type the information, or you can click the button next to the field and select
the time from the calendar that appears. By default, the Time field contains the
current date and time.
7 In the Subject field, enter information about the reminder.
The information in this field appears in the subject line if the reminder is sent by
email.
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Reminders.
The Reminders dialog box appears. If you opened the dialog box from the Work
Order Console, all reminders that you created appear. If you opened the dialog box
from a work order or a task, only the reminders associated with that work order or
task appear.
2 In the Show Reminders field, select the set of reminders to view:
All
Pending
Sent
The reminders appear in the table.
3 Select a reminder, and click View.
4 In the Reminder Details dialog box, modify the reminder, and click Save.
Email
Paging
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4 In the Email System dialog box, indicate the recipient by selecting one of the
following options:
Select Current ContactWhen you open the Email System form, if there is a
current contact assigned to the record, the contacts name and contact
information appears in the table and is the default recipient.
Select Current AssigneeTo select the current assignee, click Select Current
Assignee. The current assignees name and contact information appears in the
table.
5 If you are sending the email to another recipient, complete the following steps:
a Complete the fields in the People Search Criteria area, and click Search.
b When the search finishes, select the recipients name in the search results table.
If you need to see more information to determine which is the correct name in
the list, select an individual's name from the list, and click View. This opens the
People form, which contains detailed information about the recipient.
6 Complete the email information fields:
Email Subject LineBy default, the subject line contains the work order ID
number, to which you can append text to or over-type.
Email Message BodyType the message text here. A series of buttons, to the
right of the Email Message Body field, enables you to automatically insert text
from the record into the message text.
NOTE
If one or more of these buttons appear disabled, it means the corresponding field
in the record contains no information.
Email AttachmentYou can attach a file to the email message (you are limited
to only one attachment). To do this, right-click inside the Email Attachment
table, and click Add. The Add Attachment dialog box appears. Navigate to and
select the file to attach. Click Open. Details of the attached file appear in the
table.
7 Click Send Email Now.
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To do this, complete the fields in the Search Criteria area, and click Search. Click
the recipients name in the search results table, and click Select.
If you are sending a page to a person (instead of an on-call group) and need help
determining the correct person, you can see more information by selecting an
individual's name from the list, and clicking View. This opens the People form,
which contains detailed information about the recipient.
6 Complete the fields in the Paging Information area, as follows, and click Send Page
Now.
Pager Service ProviderSelect the recipients pager service provider from the
list.
If you are sending a page to a person, you can find this information by selecting
the persons name from the search results list, and clicking View. When the
People form appears, click the Notifications tab and look for the Pager Service
Provider field.
NOTE
If you need more information about the service provider, click the button with the
globe icon beside the field to open a link that takes you to the service providers
website.
Pager NumberThe system automatically populates this field with the pagers
telephone number, when possible. If the pager number is unavailable to the
system, enter the pager number manually. See Manual Pager Number.
Pager EmailIf the pager has an email address, type it here. If you are sending
the page to a person, this information is available on the Notifications tab.
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Description
Assigned
Pending
Planning
In Progress
Completed
When the last task on a work order is closed, the work orders status
is automatically set to Completed.
The Completed status is the only status that is shipped with status
reasons related to it:
If the statuses for all the tasks are set to Closed with a reason of
Successful, then the work order is Completed with a reason of
Successful.
If the status of one of the tasks is not set to Closed with a reason
of Successful, then the work order status is set to Completed with
a reason of Successful with Issues.
Rejected
Cancelled
The service request associated with this work order was cancelled,
or the work order was cancelled.
Closed
NOTE
Although you can easily change the status transition rules for a work order, the
Work Order Status Relationships form is a fulfillment form. Therefore, the records
are available only in English, and no localized versions are currently available.
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The following diagram shows the included status transitions in the life cycle of a
work order (for the Assigned, Pending, and Waiting Approval statuses).
Figure 11-2: Work order life cycleAssigned, Pending, and Waiting Approval statuses
Assigned
Pending
Waiting
Approval
Rejected
Planning
In Progess
Completed
State transitions
Closed
Assigned
Pending
Cancelled
Waiting
Approval
To prevent the transition from one status to another, you must set the appropriate
transition rule to Enabled, which is stored on the Work Order Status Relationships
form. To allow the transition from one status to another, you must set the status of
the transition rule to Offline.
The following diagram shows the included status transitions in the life cycle of a
work order (for the Planning and In Progress statuses).
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Pending
Waiting
Approval
Rejected
Planning
In Progess
Completed
Closed
State transitions
Planning
Cancelled
In Progress
NOTE
Several work order status values do not have status transitions configured as
shipped (for example, Completed, Closed, Rejected, or Cancelled).
The following table describes the included transitions that are excluded in the work
order life cycle. For example, you cannot move a work order directly from
Assigned status to Closed status.
Work order cannot move from this status...
Assigned
Pending
Waiting Approval
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In Progress
Completed
Closed
Rejected
Cancelled
NOTE
If a service request consists of a single work order, moving the work order from a
status of Completed back to In Progress does not result in the status of the Request
also being reset to In Progress. When the work order's status progresses, errors
result.
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NOTE
The application administrator must define at least one individual with the
functional role of Work Order Manager (the Request Manager) before you can
make any assignments to a Support Group.
During configuration, the application administrator determines to whom the work
orders are assigned. This decision is based on criteria such as the work orders
categorization. For example, all work orders that are categorized as hardware
issues might be assigned to the Support-Hardware group. All work orders that are
categorized as software upgrades and originate from California might be assigned
to Sonya Software in San Jose. The criteria of the work order together with the
application administrators configuration determines to whom each work order is
assigned.
The assignee must make sure that the assignment is correct and accept the work
order. If the assignment is not correct, the request manager can reassign the
request.
Based on the default configuration and requester information in the work order,
certain fields might already be filled.
3 To assign a request assignee, select the appropriate menu options from the
following fields:
Support Company
Support Organization
Support Group Name
Request Assignee
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4 Click Save.
The request manager and the request assignee are automatically notified of their
assignments.
NOTE
To receive notifications of assigned tasks if BMC Remedy Alert is configured as the
method of receiving notifications, log into BMC Remedy Alert.
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Console.
2 In the left navigation pane, click Functions > Search Work Orders.
3 In the Work Order form, search for the work order created for the service request.
4 Move the work order to the Closed status.
5 When you have finished with the details of the work order, click Save.
When the last fulfillment work order is fulfilled, the status of the service request is
set to Completed.
NOTE
When SRM data is truncated in other fulfillment applications, for example, within
a change request, you also see an ellipses (...).
If the application is properly configured, truncation of data is a fallback
mechanism in the fulfillment application that enables the creation of the entry even
when the field length in the service request is too long. Otherwise, CAI errors
appear when the application failed to create the entry. You can still view the
complete data, even though it does not appear in the work order.
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A TRUNCATE WARNING message appears in the Summary and Notes. You see this
message because the field length value in the service request did not fall within the
limits specified for the field and was truncated in the fulfillment application (here,
the Work Order Management application). The entry was successfully created;
however, some data was not pushed to the fulfillment application.
4 Scroll through the Summary and the Notes to view the complete data.
5 If needed, add a summary, note, or attachment.
TIP
When you are creating tasks for a work order, you must complete the Requester
Information, Work Order ID, and Summary in the work order before you include
the tasks.
The Tasks tab shows the tasks that are required to be performed to complete the
work order. You can use task groups to manage a work order with many tasks,
each having its own schedule, task assignee, and plan. For less complex work
orders, tasks are optional. Tasks are created and modified in the work order and
are stored separately in the Tasks form. A single work order can have an unlimited
number of tasks.
After a task is assigned to a support group or an individual, the assignee receives
notifications to perform the various task activities based on the work order
process.
Tasks, like work orders, go through many status transitions as they progress. The
status in which a task is created depends on the status of the parent work order.
Assigning tasks
You assign each task to a work order assignee.
To assign a task
1 From the IT Home Page, choose Service Request Management > Search Work
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4 Click View.
Assignee lists.
7 Click Save.
Your task groups and tasks appear in the Task and Task Groups table.
The work order includes several task groups and tasks. These task groups and
tasks must be completed in sequential order, from 1 to 4. The table also shows their
task status (Staged).
4 To renumber the tasks, select a task, and click the arrow buttons to renumber the
sequence.
When you move a task up in the sequence, it becomes a peer of any task already at
the level you move it to. For example, if you move the Deploy Package task to level
3 and Verify Tart Status is already at level 3, two peer tasks have the sequence
number 3. You can work on these two tasks in any order.
When working through the tasks and you complete the last task in the sequence,
you can close the work order.
5 Click Save.
For more information, see Working with tasks with work orders as an assignee
on page 280.
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Reassigning tasks
Task reassignment is performed manually, directly on the Task form. If you cannot
resolve a task that you were assigned, you can reassign the task yourself, or you
can ask the requester to reassign the task. You might ask the requester to reassign
the task in situations where you want to reassign the task to someone outside of
your group.
To reassign a task
1 From the IT Home Page, choose Service Request Management > Work Order
Console.
2 Choose Console Focus > Tasks.
3 In the Tasks table, select the task to reassign, and click View.
4 From the Task form, click the Assignment tab.
5 In the Assignee Group or Assignee fields, choose the group or person to whom to
The new assignee is notified of the request assignment. Until the new assignee
accepts the task assignment, you are still assigned to the task and have
responsibility for it.
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You use this information to forecast the cost. For example, you might budget that
the change will take 2 hours to perform.
7 In the Actual Total Time, enter the time according to the calculation unit type.
You enter this information after the change is completed, for example, you
budgeted 2 hours to complete the change, but it actually took 3 hours.
8 Click Save.
Console.
2 Choose Console Focus > Tasks.
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All
Submitted By Me
Assigned To Me
Assigned To My Selected Groups
Assigned To All My Groups
Your open tasks appear in the Tasks table.
4 To further filter the results, select an option from the Filter By list.
5 To view the details of a task, select it and click View.
NOTE
To see a read-only view of the task flow in the task group, click the View Flow
button. For more information, see Viewing the flow of a task on page 282.
Console.
2 From the left navigation panel, set the Console Focus to Work Orders.
This enables you to see the tasks that are associated to a specific work order. To
view all the tasks for all of your work orders, set the Console Focus to Tasks.
3 Select a work order.
4 Under Work Order Details, select the task group or the task you want to view.
5 Click View.
Tasks appear in the Task form, while task groups appear in their Task Group form.
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The Task Flow Viewer uses color codes to illustrate the different stages of the tasks.
For example, a blue stage indicates that its status is Closed, but a yellow stage
shows its status is Staged. The Viewer also shows you the flow among tasks.
You can also perform the following functions in the Task Flow Viewer.
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NOTE
To receive notifications of assigned tasks if BMC Remedy Alert is configured as the
method of receiving notifications, log into BMC Remedy Alert.
Console.
2 In the View By field, select Personal.
3 Select the work order.
4 In the Tasks table, select the task that to accept.
The current date and time appear in the read-only Start Time field.
b Click Save.
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c When you have finished working on the task and want to stop tracking the time,
You can use the start and stop clock buttons as many times as you like. Each
successive time, the new time is added to the value already in the Total Time
Hours and Minutes fields.
9 To track the time spent working on a task manually, enter a number of hours or
minutes manually in the editable Time Spent fields, and save your changes.
The time you entered is automatically added to the value already in the Total Time
Hours and Minutes fields.
10 Click Effort Log to keep track of how much time you spent.
To modify tasks
1 From the IT Home Page, choose Service Request Management > Search Work
NOTE
If you change the Status to Close, you must select a Status Reason (Success, Failed,
or Cancelled).
6 Click Save.
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Administration Guide
Console.
2 Under Work Order Details, select the Tasks option.
3 Select a task, and click View.
4 From the Task form, click the Work Info tab.
5 From the Source list, select the source of this information.
Notes fields.
7 To add an attachment, follow these steps:
a Right-click in the Attachments area, and click Add.
b From the Add Attachment dialog box, click Browse.
c Select the file and click Open.
d Click OK.
8 From the Locked list, select Yes or No to lock the log.
9 Select the view access:
InternalIf you want only users in your organization to see the entry.
ExternalNot applicable to tasks. Work information is not included in the
activity log.
10 Click Save.
The Save operation adds your entry to the tasks work history. The Show field
enables you to filter specific work entries based on the type of activity that appears
in the table.
NOTE
When you return to the Work Order form, you might need to refresh the Work Info
of Selected Task table to view all the entries.
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Using the start and stop clock buttonsThe time is automatically calculated
based on when you click the start and stop clock buttons.
Manually entering the timeYou can enter a time directly into the Time Spent
field.
Entering work into the task effort logYou can create a task effort log entry. See
To track task efforts.
The Task Effort Log shows a list of all individuals who have worked on the task
during its life cycle.
Entries in the effort log are not system-generated, so you must enter them
manually. The list is not in chronological order.
This information is required to show what kind of effort is being logged, for
example, actual task activity.
7 Enter the time spent in hours and minutes.
This information is required to select the individual for whom the effort log is
being created.
10 Click Add to Effort Log.
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To modify a task
1 From the IT Home Page, choose Service Request Management > Work Order
Console.
2 Select a work order.
Details for the parent work order appear under Work Order Details, including any
Work Info entries.
3 Under Work Order Details, select Tasks.
4 In the table, select the task to modify, and click View.
5 On the Task form, update the fields in the task.
6 Click the Work Info tab, and create a work info history entry for the task.
7 Click Save.
Some fields in the form already contain data for the work order.
5 In the upper area of the form, complete the following required fields:
The Company field defaults to the contents of the Location Information area in the
Work Order form (in the Classification tab). Your task can be assigned to a
different department or company.
7 In the Requester tab, complete information about the person creating the task
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8 In the Classification tab, complete information about the product and operational
categorizations.
9 (optional) In the Assignment/Dates tab, complete the fields to assign the task:
For the Assignee fields, the assignment engine automatically assigns the task when
the task is created according to how the administrator configured the application,
but you can override this if needed. See Chapter 12, Configuring assignments.
For the Scheduled Start Date and Scheduled End Date fields, you might want to set
the dates to be different from the dates of the parent work order.
10 In the Relationships tab, search for, and relate configuration items, LDAP objects,
and software library items that are needed with this task.
11 Click Save.
The task information form closes and you return to the Work Order form. The task
management subsystem enforces the dependencies between tasks. These relate to
any Sequence order specified in the Work Order form.
Description
Deploy Package
Execute Remote Command Manual task that executes a remote command that uses the
BMC Configuration Management Deployment Manager.
Verification of a Deployment Manager task is based on the
exit status of the Deployment Manager job itself.
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Template
Description
Manual task that executes a remote script that uses the BMC
Configuration Management Deployment Manager. You use
the Task Attachments table to define the remote scripts to be
used. Verification of a Deployment Manager task is based on
the exit status of the Deployment Manager job itself.
Relate.
All template types for all categories are listed in the Select Template dialog box.
You can filter the list by selecting the type and category of template.
4 (optional) Filter the templates by taking the following steps:
a Select the type of template:
click Relate.
The dialog box closes and you are returned to the work order.
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7 Repeat steps 3 through 6 for all templates to add to the work order.
The templates you selected appear in the Tasks and Task Groups list. If there are
no templates listed, refresh the form.
8 Define a numerical sequence of the tasks, as described in Assigning a sequence
For additional information about searching for tasks assigned to you or your
group, see Searching for assigned tasks on page 280.
Canceling tasks
You can cancel tasks by accessing them through the Work Order form. This action
does not delete the task; it sets the status of the task to Closed and the closure code
to Cancelled.
To cancel a task
1 From the IT Home Page, choose Service Request Management > Work Order
Console.
2 Select a work order, and click the Tasks tab.
3 Select the task to cancel, and click Cancel.
Closing tasks
When you have completed a task, you are ready to close it.
To close a task
1 From the IT Home Page, choose Service Request Management > Work Order
Console.
2 Choose Console Focus > Tasks.
3 In the Assigned Tasks table, select a task and click View.
4 In the task, click the Assignment tab.
5 Update the time you spent on the task.
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Description
Status: Not Attached.
No service target is attached to the work order.
Click Details or the icon to open the SLM:Integration Dialog
form.
Status: Attached.
Green: The service targets are in compliance.
Click the icon to open the SLM:Integration Dialog form.
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Icon
Description
Status: Warning.
Yellow: At least one service target is at risk.
Click the icon to open the SLM:Integration Dialog form.
Status: Breached.
Red: At least one service target did not meet its goal. Click
Details or the icon to open the SLM:Integration Dialog form.
The colors on the Status Gauge on the SLM:Integration Dialog form show the
current status of the selected service targets.
Figure 11-6: SLM:IntegrationDialog form
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Item
Description
Green
Yellow
Red
The amount of time that has passed since the goal was due.
Administration Guide
Description
Case ID
Details...
Goal
Hours/Min
The cost per minute for missing the initiation or completion time
goal.
Due Date/Time
Progress
Execution Time
Status
For information about managing BMC SLM, see the BMC Service Level Management
Users Guide.
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Builder.
8 Enter any criteria that to use to build the qualification. All fields are optional.
Company, Region, Site Group, and Site responsible for resolving the work order
9 In the Customer tab, enter criteria in the Requested For, and Operational Level
categories.
12 Click Show Qualification to enter your qualification in the Qualification field.
13 Save your qualification.
NOTE
To build a custom qualification, select Yes in the Custom Qualification check box,
and enter your qualification in the Advanced Qualification Builder
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NOTE
Some work order rules settings are automatically defined during installation of the
application.
tab.
2 From the Application Settings list, choose Service Request Management > Work
be available to users.
5 To use the assignment engine to automatically assign work orders to individuals,
process.
The following table describes the available assignment processes:
Assignment process
Description
Capacity
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Assignment process
Description
Number
Round Robin
The People form keeps track of the last time the person received
an assignment. The round robin assignment process selects the
person who was least recently assigned a request.
c From the Assignment Process Assignee list, select one of the options:
Capacity
Number
Round Robin
For information about configuring the assignment engine, see Chapter 12,
Configuring assignments.
6 From the Create Service Request on Submit list, select Yes or No.
If you select Yes, when a user submits a work order, a corresponding service
request is created. The customer can view this service request, which indicates the
status, through the Request Entry console.
7 Click Save.
NOTE
To modify a rule from the Work Order Configuration Rules form, search for the
appropriate rule, and open it.
Console.
2 Click Functions > My Profile.
3 From the Assignment Availability field, choose the status.
4 Click Save.
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View permissions.
View nonsupport staff profiles.
which group searches the Work Order form and shows the results in the Work
Order Console.
The default setting is Personal, but you can, for example, choose Select Groups or
All My Groups.
3 In the Application Preferences dialog box, click the Work Order Management tab.
4 In the Search Criteria Default area for the console page, define the following
options:
Work Order RoleWhen the Console Focus is Work Orders, choose the setting
that appears in the Role field.
Work Order TypeWhen the Console Focus is Work Orders, choose the setting
that appears in the Work Order Type field.
Task StatusWhen the Console Focus is Task, choose the setting that appears
in the Status field. The default is All Tasks.
Chapter 11 Using the Work Order Management application
297
Show Work OrderChoose Yes if you want work orders loaded into the
Assigned Work table when the console is opened.
Show TaskChoose Yes if you want tasks loaded into the Assigned Work table
when the console is opened.
6 In the Work Order Console Settings area, choose whether you want work orders
You must close and re-open the Work Order Console for the changes to appear.
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Chapter
12
Configuring assignments
Chapter 12
Configuring assignments
299
TO:
Field on Service Request form
TO:
Field on Work Order form
For BMC Service Request Management, the following assignment entries are
applicable:
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NOTE
If assignments are not configured, they must be manually entered.
From the Configure Assignment form, you can also modify or delete assignment
information.
tab.
2 From the Application Settings list, choose Foundation > Configure Assignment >
Chapter 12
Configuring assignments
301
3 To change the form to New mode, click the New Request button on the form in a
Manager).
For more information, see Assignment events on page 303.
5 In the Assignment area, select the support company, support organization, and
assignment entry.
For Work Orders, make sure you select Work Order Management.
For example, you can create an assignment entry that applies only to BMC Remedy
Incident Management. This enables you to select different support groups for
assignment, even if the mapping selections are the same.
7 In the Routing Order area, further specify when this assignment entry should be
Organization
Location
Operational Categorization
Product Categorization
When BMC Service Request Management uses the routing order, which is a
feature of many of the main ticketing forms, it uses information from the form that
it is on to find an assignment entry, and in turn, the support group for assignment.
8 Click Save.
9 Create the group assignment for Work Order Assignee.
10 Create the group assignments for your company.
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Assignment events
The following table describes the assignment events.
Event
Available systems
Form assignment
Description
Service Request
Assignee
All
Service Request
Task Assignee
Task
Work Order
Assignee
Work Order
Work Order
Manager
Work Order
Chapter 12
Configuring assignments
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Chapter
13
305
NOTE
To make sure that SRDs and PDTs are exported properly, confirm that the
reporting server is a BMC Service Request Management 7.6.00 or later server or
that the Report Server field is left blank. To confirm this, see the Advanced tab of
the BMC Remedy AR System User Preference form. (In BMC Remedy User, choose
Tools > Options, and click the Advanced tab.)
NOTE
The Import Export Console works only with BMC Remedy User; you cannot use a
browser.
2 Choose File > Open > Object List.
3 Open the SRM Import Export Console form.
4 From the left navigation pane, click Export Request Definition to export SRDs and
You can select multiple SRDs or PDTs and export them as a unit.
NOTE
If you do not start the export immediately, it is possible for the selected SRDs or
PDTs to be deleted by another Service Catalog Manager before you start the export
operation.
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7 In the File Name field under Export Options, enter a path and file name.
A folder with the name of the file followed by a sequence of numbers is created,
containing images used by the SRDs. The .arx extension is automatically added
to the export file.
If the specified export file exists, the file is appended to and an additional folder is
created that contains images used by the SRDs. This behavior is useful if you want
to add new SRDs and PDTs to an existing file. If you want to create a new export
file, enter a new file name, or delete the contents of the original export file.
8 Click Export.
9 If you see the AR System User - Note dialog box, click OK.
When the export operation is completed, the History window appears. You can
navigate to the path for the export file to verify that the file was exported. The
search results table in the History window shows information about the export.
See Viewing the history of imports and exports on page 312.
IMPORTANT
You cannot import BMC Service Request Management data (AOTs, PDTs, SRDs,
and any supporting data) that was exported using one version of BMC Remedy
Incident Management and BMC Remedy Change Management to the destination
server running a different version of BMC Remedy Incident Management and
BMC Remedy Change Management. For example, if your BMC Service Request
Management data was created on a source BMC Remedy AR System server
running BMC Remedy ITSM 7.x, you must import it to a destination server
running BMC Remedy ITSM 7.x. You cannot mix-and-match BMC Remedy ITSM
6.x and 7.x versions when exporting and importing.
All Supporting DataExports all underlying support data from your source
server, including navigation categories.
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Service Request ImagesExports all images used with your SRDs and
navigational categories.
Category DataExports navigational categories for SRDs and the images that
are related to the categories.
The .arx extension is automatically added to the export file. If the specified export
file exists, the file is appended to.
7 Click Export.
When the export operation is completed, the History window appears. You can
navigate to the path for the export file to verify that the file was exported.
The search results table in the History window shows information about the
export. See Viewing the history of imports and exports on page 312.
NOTE
If advanced interface forms (for example, the Password Reset form) are attached to
your SRDs, you must export and import them manually. For more information
about advanced interface forms, see Advanced interface formsOverview on
page 346.
NOTE
If you delete an SRD, the related requestable offering in the Atrium Service Catalog
is not deleted until the data is purged (this is usually a scheduled process). If you
export and then import that SRD on the same computer, make sure that the related
requestable offering is purged, or the SRD will not be overwritten properly.
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NOTE
To export BMC Service Request Management 2.0.00, 2.1.00, or 2.2.00 data, you
must first upgrade the application to BMC Service Request Management 7.6.00 (or
later). You can then export the data from the BMC Service Request Management
7.6.00 (or later) system and import it to another BMC Service Request Management
7.6.00 (or later) system.
CategoriesMatching categories are created for the new company if they do not
exist. If they exist, the sub-categories (level 2 and 3) might need to be updated in
the imported SRDs.
SurveysMatching surveys are created for the new company if they do not
exist. If they exist, nothing needs to be updated. The imported SRDs point to the
matching surveys after the import.
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NOTE
For access permissions groups that are included in an entitlement definition, a
warning is issued if a matching permission group for the new company is found.
The warning states: The import process has encountered a warning. The
entitlement group has been skipped, since the definitions are being
applied to the new company. The import process has found the
entitlement group that matches the new company and updated the
related People Entitlement Definitions.
The import process retains the values for the original company and the
following information might need to be updated manually.
NOTE
Manually creating the related Atrium data does not ensure that the RO
relationship data will remain after you import the data. In this case, the keys used
to maintain the relationship will not match, and the RO information is lost. You can
associate the imported SRD to the new Business Service and Service Offering.
NOTE
The import utility works only with BMC Remedy User; you cannot use a browser.
2 Choose File > Open > Object List.
3 Open the SRM Import Export Console form.
4 From the left navigation pane, click Import.
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AR System server.
b In the Path field, enter the path to the BMC Remedy Data Import batch file
(DataImportTool.bat).
This batch file comes with BMC Remedy Developer Studio. By default, the
install path is:
C:\Program Files\BMC Software\AR System\dataimporttool\.
c In the Import Path and File Name field, enter the path and file name to the
definition file (.arx) to import.
d In the Import Log field, enter the location to the import log.
In the Import Data Options area, select the option to use to resolve conflicts with
importing definitions to your destination BMC Remedy AR System server:
Option
Description
Import new definitions only If the import operation finds existing definitions, the import
(skip duplicates)
operation continues but skips any duplicates.
Import new definitions only If the import operation finds existing definitions, the import
(if existing definitions
operation is cancelled.
found, cancel import)
Import all definitions as
new (rename all by adding
a prefix to name)
Keep Template
Associations
The Import utility validates the data and shows the results in the Import Results
table. For example, the names of the SRDs and PDTs changed by the import utility
appear. The Details table shows the SRD records imported to their forms.
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Depending on the conflict resolution option you selected, the validate stage
attempts to correct the staged data, if necessary, so that the data can be imported
to the production forms. For example, the validate stage checks if you can properly
apply the company to the staged AOTs, PDTs, and SRDs.
NOTE
One important error message you might see is that you are attempting to import
objects to your BMC Remedy AR System server that have the same name as
existing objects. If this message appears, you should import the objects as new and
rename them. The Validate stage makes sure that you do not duplicate existing
data in the production forms after you perform the import. Otherwise, you can
delete the staged data and try again.
If necessary, click the Delete Staged Data button to delete the staged data.
8 Click the 2. Promote Staged Data button.
In the promote stage, the import utility completes the import of data to the BMC
Remedy AR System server.
operation to view.
6 (export only) In the Type field, select SRD, PDT, or Supporting Data as the type of
data to view.
7 Click Search after you have specified your search criteria (for example, SRD as the
This prints a list of all the items in the table, including those that are not in view.
c In the Print dialog box, enter the printing specifications, and click OK.
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All Foundation data is installed and configured on the target BMC Remedy AR
System server
You would find this overview helpful if, for example, in your test environment,
you added an SRD that reuses an existing PDT. If you also added approval rules,
entitlement rules, and work order assignment rules to support this new service, the
following procedures help you move this service to your production system with
the confidence that it will work the same way as it does in your test environment.
Next.
6 In the Export Objects dialog box, click Add to open the Add Items dialog box.
7 Click the objects to export.
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NOTE
On custom advanced interface forms, use the Directly Related option to migrate
the forms and custom workflow. You should attach the standard workflow on the
target BMC Remedy AR System server after the custom advanced interface form
is imported. See Creating advanced interface forms from templates on page 347.
so that you copy all objects related to the forms (for example, workflow, menus,
web services, and so on).
9 Click Next.
10 To add more objects, click Add, and repeat steps 6 through 8.
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server.
2 Open a fulfillment configuration form (see the preceding list) in Search mode.
3 Run an unqualified search.
4 Select all the records.
5 Click Report.
6 Click New Style.
7 In the Properties dialog box, click Add All to include all the fields to the report, and
click OK.
8 Choose Report > Export To > File.
9 Use the form name to name your data file (for example, SYS_Form Field
Selection.arx).
forms.
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System server.
2 Choose File > Import.
3 From the Import Wizard, expand BMC Remedy Developer Studio in the tree.
4 Select Object Definitions, and click Next.
5 Select the BMC Remedy AR System server from which to export objects, and click
Next.
6 In the Import File dialog box, select the .def file, and click Next.
7 Select Replace Objects on the Destination Server, or other options as necessary.
8 Click Finish to start the import operation.
If errors occur, the type of messages you receive depend on what you enter in the
Bad Records field. After the import ends, a results message appears and the import
log is updated. You can then use your imported data.
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In the Promote stage, the Import utility completes the import of data to the BMC
Remedy AR System server, and shows you the results in the Import Results table.
For example, you are shown that the import operation was completed by the
import utility.
IMPORTANT
When you export SRDs/PDT, the templates for the Work Order and other BMC
applications are not exported. You must independently export the templates, and
then import and configure them up on the target server as a separate step. If an
AOT includes a template, the import export utility does not import the template
along with the AOT, but includes the AOT reference to the template. As a result, if
the template exists on the destination BMC Remedy AR System server, the AOT
uses that template after the import is finished. If the template does not exist on the
destination BMC Remedy AR System server, the import export utility imports the
AOT, but it is set to inactive. To activate the AOT, you must register a template
with the AOT. See About registering application templates with AOTs on
page 86.
13 In the Import Export Console, select Import from the left of the Import/Export
form, and enter the password and path to the import file.
14 Validate that the questions work (you might need to remap the questions), and
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Chapter
14
Using the Context URL Builder utility to generate URLs (page 320)
Using context fields when creating launch-in-context URLs (page 324)
Manually creating URLs to open the Request Entry console in context (page 327)
About using an Open Window action to open the Request Entry console in
context (page 327)
Examples of launch-in-context URLs (page 328)
Using the Context URL Builder utility to generate URLs (page 320)
Manually creating URLs to open the Request Entry console in context (page 327)
319
administrator.
2 In a browser or BMC Remedy User, open the SRS:SRCLaunchURLBuilder helper
form.
Based on the server you logged in to, the values in the Mid Tier Path and Server
fields are automatically filled in. You can modify these fields as needed (for
example, with a different mid tier or server).
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Description
Restrict Navigation
Determines if the navigation links outside the work area (Popular Services,
Submitted Requests, Broadcasts, and so on) are disabled when the console is
launched.
The default value is Nothe link is not disabled, and the user can act on behalf of
another user.
The default value is Nothe link is not disabled, allowing users to navigate away
from the specified context.
Close Console After
Request Is Submitted
Determines if the console closes immediately after the user submits a request.
The default value is No.
4 Perform the following steps, depending on the Request Entry console view you
selected:
If you selected
Service Categories
321
If you selected
Services
Not all characters are valid in URLs (for example, the # character or certain
GUIDs). This utility helps you create valid URLs.
4 In the ARURLEncoder form, enter the original string.
5 Click Convert.
6 Copy the encoded string and paste it into the URL Encoded String field in the
A URL appears in the URL field, for example (selecting Create new badge as the
SRD):
http://MidTier:8080/arsys/forms/TestServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=4&F303900900=SR00137260F2FCxjr6SQwk
iGEAel4H&F303906700=0&F303902000=0&F303902100=0
Service Review
A URL appears in the URL field, for example (selecting Create new badge as the
SRD):
http://MidTier:8080/arsys/forms/TestServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=5&F303900900=SR00137260F2FCxjr6SQwk
iGEAel4H&F303906700=0&F303902000=0&F303902100=0
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If you selected
Cart
or Draft Requests).
3 Click Generate URL.
A URL appears in the URL field, for example (selecting All Open Requests):
http://MidTier:8080/arsys/forms/TestServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=7&F303901600=10&F303906700=0&F30390
2000=0&F303902100=0
following steps:
a Open the URL Encoder form.
http://webServer:port/arsys/shared/ar_url_encoder.jsp
b Enter the original string to encode.
c Click Convert.
d Copy the encoded string.
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Database ID Values
Description
Context_View
303900000
Context_Category1_Base_ 303906900
InstanceId
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Category 1 (Navigational
This field value is required when
Category) instanceId. This value the Context_View is 2. It is used
might need to be URL encoded. to specify the category to display
subcategories for.
Field name
Database ID Values
Context_Search_Category 303901800
Description
This field value is required when
the Context_View is 3. It specifies
the category under which a
search for services is constrained.
categoryNameSearch within
services that are configured with
the designated category 1
navigational category. This value
might need to be URL encoded.
Context_Search_String
303901700
Context_SRD_InstanceId
303900900
Context_SRD_Number
301628200
Context_Request_Show
303901600
20Draft requests
30Requests needing attention
40Recently closed requests
50Requests closed since last
log in
60Closed requests
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Field name
Database ID Values
Description
Context_Restrict_
Navigation
303902000
Context_Restrict_OBO
303906700
0No (default)
1Yes
0No (default)
1Yes
Context_PI_
CloseAfterSubmit
303902100
Context_
EntitlementVerified
303931400
Context_
TakeSRDOfflineFlag
302792000
Context_VerifyFailed
303932500
0No (default)
1Yes
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1000Online
2000Offline
0No (default)
1Yes
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application.
fieldID is the database ID of the field for which you must supply a value when
the Request Entry console opens. For more information, see Using context fields
when creating launch-in-context URLs on page 324.
paramValue is the value to populate in the field when the Request Entry console
opens.
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Sample URL
Service
categories
http://webServer:port/arsys/forms/ARServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=1&F303906700=0&F303902000=0&F303902100=0
Service
subcategories
http://webServer:port/arsys/forms/ARServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=2&F303906900=ID00137260F2FChCXySQ_AVfAAWUw
A&F303906700=0&F303902000=0&F303902100=0
Services
http://webServer:port/arsys/forms/ARServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=3&F303906900=ID00137260F2FChCXySQ_AVfAAWUw
A&F303901700=report%20a%20problem&F303906700=0&F303902000=0&F30390
2100=0
Provide
information
http://webServer:port/arsys/forms/ARServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=4&F303900900=SR000F1F6C79D85P3MRQE2hwBAvPQ
A&F303906700=0&F303902000=0&F303902100=0
Service review
http://webServer:port/arsys/forms/ARServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=5&F303900900=SR000F1F6C79D85P3MRQE2hwBAvPQ
A&F303906700=0&F303902000=0&F303902100=0
Cart
http://webServer:port/arsys/forms/ARServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=6&F303906700=0&F303902000=0&F303902100=0
Submitted
requests
http://webServer:port/arsys/forms/ARServer/
SRS:ServiceRequestConsole/
?mode=submit&F303900000=7&F303901600=30&F303906700=0&F303902000=0&
F303902100=0
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Appendix
Internationalization and
localization
This section provides advanced instructions in localizing the application.
The following topics are provided:
Appendix A
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You can define Navigational Categories and SRD Levels in multiple languages.
You can define the display properties for application object templates (AOTs),
process definition templates (PDTs), and service request definitions (SRDs) in
multiple languages. The display properties of these object are then
automatically related to each other.
End users can see the service requests available in their own language.
You can define a custom date/time format. Enter the custom date/time format
on the Locale tab on the AR System User Preferences form. For more
information, see Defining date and time questions on page 215.
Supported languages
The application is localized in the following languages:
English
Brazilian Portuguese
French
German
Italian
Japanese
Korean
Simplified Chinese
Spanish
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In addition, localized help is available to users who are working in the Request
Entry console and the Business Manager Console. It consists of a separate set of
localized HTML help files that are accessed from the web-based forms by clicking
the Help link. For information about making help available to your users, see the
BMC Service Request Management Installation Guide.
users browser.
3 If the view with the users preferred locale is not found, the system checks the
Remedy User, the view that matches the selected locale is used. It is first matched
by language and country, and then by the language if the country is not specified.
2 If no locale preference is set, a view with a blank locale, or the locale of operating
Appendix A
331
The resulting view then appears. For example, if a user has es_AR
(Spanish_Argentina) selected as a preference, but there is no view created for
es_AR, the view created with locale es appears. So creating a view with locale es
covers all Spanish users, regardless of whether the users preferred locale is es_AR
or es_ES.
en_US.
2 If the Request Entry console cannot find data with the en_US locale, it performs a
wildcard search using en%.
3 If the Request Entry console still cannot find any data, it searches for data where
initial view.
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To show the sample data, you must localize this as well. You must choose between
the following localization options:
Use the localization utility to override the null values in the sample data. (See
Using the localization utility to change the locale on page 343.) This option is
not recommended. You should leave sample data with null values intact, so that
users who log into the Request Entry console without the en_US or fr locales are
not confused when they do not see any objects shown.
When you create your own navigational categories, AOTs, PDTs, and so on,
make sure you localize these objects at the same time.
already).
5 Click OK.
Appendix A
333
You can change the image for each localized Category 1 record. Each localized
category can use a different image; the base category is the default image.
NOTE
This section assumes you understood navigational category configuration. See
Configuring navigational categories on page 65.
The Category tree shows either global categories or categories for the specific
company that you selected on the Category Management form.
4 Click Add Locale to populate the list of languages available for localization.
5 In the Category Locale Select dialog box, select a locale (for example, fr_FR or
localized text.
The original text appears in parentheses. Remove the parentheses when you add
your localized text. Some localized categories are provided for you by default
when the application is installed. Otherwise, you must select your own localized
category.
TIP
Enter user-friendly names for this navigational category, based on your locale.
9 Replace the image, as needed, for your locale.
You can relate different images for different locales for each category. You might
decide the French locale needs a different image associated with the navigational
category. For example, you can relate one image appropriate for the en_US locale,
and a different image appropriate for the fr_FR locale.
10 Click Apply.
This localized navigational category is shown in the specified language when users
log into the server with the specified locale, for example, Dutch (nl). For more
information, see Finishing localization on page 341.
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If you search for these new levels in the SRD Level dialog box, both items are
available, each in their respective locale, Dutch and Portuguese.
When the Service Catalog Manager creates the SRD, the locale level is available for
use.
NOTE
You can also dynamically define questions when you are creating mappings in the
SRD.
2 Search for a question and open it.
3 Specify the locale to deliver questions in the language that is the most useful to
NOTE
Only questions with a locale that exactly matches the locale on the SRD appear in
the questions dialog box.
4 Perform the following steps:
a Enter the locale.
b Enter the question text for users.
Appendix A
335
This is the value you specified for the Registry Name field on the Application
Registry form. You push the answer to the question back to the work order that
is part of the AOT.
d Select Active status if you want this question to be visible.
e Specify the answer format to this question entry.
If you select Single Answer Horizontal or Single Answer Menu, additional fields
appear where you can specify the menu list values, the sort order, and the locale
in which this will appear.
Specify the default value (if any) to this question entry.
5 Click Save.
NOTE
For information about defining questions, see Creating questions to use with
SRDs on page 203 and About adding questions and mapping variables and
service request fields on page 128.
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Localizing AOTs
Localizing AOTs
When you configure an AOT, you can also include other locales. You can create
additional sets of display properties for your users, based on other locales you
specify, for example, fr. These display properties are automatically related to each
other.
NOTE
The following procedure assumes you understand the AOT configuration. See
Defining AOTs on page 83.
To localize AOTs
1 To create the AOT, choose Service Request Management >Application
The Service Catalog Manager can use this localized AOT when creating a PDT.
Localizing PDTs
When you create a PDT, you can also include other locales. You create additional
sets of display properties for your users, based on other locales you specify, for
example, fr. These display properties are automatically related to each other.
IMPORTANT
The parent AOTs and PDTs appear in the first locale created. As a result, if you first
create an AOT in English and then localize it for French, you only see the parent
English AOT shown in the PDT form.
To localize PDTs
1 Create the PDT.
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The localized PDTs appear in the Process View of the Service Catalog Manager
Console.
NOTE
The localized PDTs have the same template ID as the original.
The Service Catalog Manager can use these localized PDTs when creating an SRD.
Localizing SRDs
When you create an SRD, you can also include other locales. You can create
additional sets of display properties for your users, based on other locales that you
specify, for example, fr. These display properties are automatically related to each
other.
NOTE
You should create your localized navigational categories before you localize the
SRD. If you do not, you are prompted to create them before the SRD can be saved.
To localize SRDs
1 Create the SRD.
See Creating a standard SRD with the Service Request Definition form on
page 116 or Creating a quick launch SRD on page 123.
2 Click Other Locales.
3 In the specify Defined Locales form, specify a new locale, for example, fr.
4 Enter a user-friendly name of this SRD, based on your locale.
5 Provide a summary, based on your locale.
6 Click Add to save the display properties for this locale.
7 Add more locales as needed.
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Users can view this localized SRD in the Request Entry console when they log into
the server with the fr locale.
9 Save the SRD.
NOTE
You can add a survey to an SRD only if surveys are enabled in the Request
Preferences form. See Defining behavior rules for surveys on page 177.
To select surveys
1 From the Service Catalog Manager Console, select an SRD, and click View.
2 Click the Service Request tab.
field.
Otherwise, the default survey is included with the SRD.
5 Click Select.
6 In the Search Survey form, select the company to which this survey applies, or
The dialog box closes and you are returned to the Search Survey form.
10 Click Manage Questions.
Appendix A
339
NOTE
For information about localizing BMC Remedy AR System forms, see the BMC
Remedy Action Request System Form and Application Objects Guide.
that form.
You can use a copy of a view as the base for creating a localized view. The new
view should have the Locale property set to match the locale you will be localizing
the view for.
2 After you associate a view with a specific locale, select that view and localize the
If the SRD includes an advanced interface form that is localized, users will see the
correct localized version when they log into the Request Entry console.
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Administration Guide
Finishing localization
Finishing localization
After you finish localizing the navigational categories, AOTs, PDTs, and so on,
perform the following steps.
To finish localization
1 Deploy the SRD.
2 Make sure the proper locales for your users are defined in the People form.
a Click the Notifications tab.
b Select the Notification Language, for example, French (France).
c Save your changes.
3 If your users have problems seeing currencies in their proper locale, define their
NOTE
Currency works only if the currency ratios are properly configured on the BMC
Remedy AR System server. See the BMC Remedy Action Request System
Configuration Guide.
d Click Save.
NOTE
For each user, make sure that the AR System User Preference locale and the
Notification Language are the same, to prevent confusion.
4 Log into the Request Entry console.
If you have properly localized all the BMC Service Request Management
components, the localized navigational category appears in the Request Entry
console.
5 Select a service.
Make sure the answers to the localized questions were correctly pushed to the
application.
Appendix A
341
Solution
Why do we create PDTs by locale? Shouldnt only When creating PDTs, the process definition is the same
the SRD be by locale but the PDT be the same for across all the locales. Only the fields that appear to users
all users?
in the Visual Process Editor are localized.
Navigational categories are not shown as
expected. For example, I created an SRD in three
locale entries (English, Spanish and French). I also
created three separate navigational category
entries for them.
For more information about localizing BMC Remedy AR System applications, see
the BMC Remedy Action Request System Form and Application Objects Guide.
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Administration Guide
This example searches for all records with a null locale value and replaces them
with records with the en_US locale.
4 Click Set Locale.
The Locale field on all the forms listed in the SRD:SetLocaleDlg form are set with
the value you specified.
NOTE
If the locale exists for that record, the utility does not create or modify a record.
Appendix A
343
344
Administration Guide
Appendix
345
Ability to map more than forty user responses to fulfillment application fields
(target data).
Ability to capture additional fields besides the default set of fields that are
captured by using the product as shipped.
See Relating Mapped and Details tab fields in the Work Order Template form on
page 353.
Step 4 Configure the SRD to use the new form.
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Administration Guide
Step 6 Open the advanced interface form from the Request Entry console.
This feature enables fulfillment process owners and service coordinators to view
the user responses on the advanced interface forms.
See Requesting a service with an advanced interface form on page 355.
Description
Password Reset
(SRS:AdvancedInterface_Password
Reset)
Before making changes, run tests on the copy to verify that it works the same as the
original.
IMPORTANT
You must have BMC Remedy AR System Administrator permissions and
knowledge of BMC Remedy AR System development to modify and enhance the
advanced interface forms.
347
TIP
In BMC Remedy Developer Studio, create a packing list of the advanced interface
form that you want to modify, and add all the related objects.
When opening the SRS:AdvancedInterface_WithBackendMapping form in BMC
Remedy Developer Studio, you should modify only the fields on the Your Fields
tab and only the field labels on the Mapped tab. Following is a description of the
tabs and the fields on those tabs:
The Your Fields tab contains the fields that are saved to the form. This tab and
all of its fields should be visible to users.
The Mapped tab contains fields that are pre-defined to map to fulfillment
application fields on the Details tab of a work order. The labels on these fields
can be changed to pose questions to users. This tab and any fields used to pose
questions to users should be visible. Any fields not used should be hidden from
users.
These fields are mainly character and integer type fields. If a user response
requires a selection field, data/time field, or a currency field, those fields can be
placed on the Your Fields tab, and additional workflow with an execution order
of 0 can be created to set the field values on the Mapped tab to the value of those
fields. This would be done with the hidden fields that are not used to pose
questions to the users. This enables those data types to be mapped automatically
by using the pre-defined mapping.
The Mapped 10-27 and Mapped 28-47 tabs contain additional fields that can be
mapped to fulfillment application fields by using the Question Selection and
Fulfillment Application Field Mapping dialog during SRD configuration. These
tabs should be hidden to users.
NOTE
The fields on the Mapped tab can also be mapped in this manner if the target
fulfillment application field is not on a work order, that is, an incident or change
request.
WARNING
Do not modify the other fields on this formthey are the core set of fields that map
to the service request, and are needed to create the service request. You can,
however, add specific workflow to the advanced interface fields for validation,
and so on.
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Administration Guide
3 Save a copy.
a Choose File > Save Form As.
If you copy the advanced interface forms with a new name (for example,
SRS:MyAdvancedInterface_Questions) and modify the copies, your work will
not be overwritten when you upgrade the application.
b Enter a new name for the copy.
Avoid using a plus sign (+) sign in the form name to ensure that a URL that
contains the form name is not interrupted.
4 Add your advanced interface form to the form attach list in the BMC workflow.
a Open the packing list you created in BMC Remedy Developer Studio.
b Open all the workflow objects from your packing list (for example, Active Links)
and associate your form, except for the four following active links:
SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields
SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag
SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields
SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag
IMPORTANT
To avoid migration issues, do not copy and rename the workflow that is attached
to the included advanced interface forms.
c Check the Filters, Active Link Guides, Menus, and Filter Guides, and associate
You must modify this workflow to set the flag in the RequiredQuestionsAnswered
field that determines whether the user entered all of the required information to
submit the service request or the cart.
a Copy and rename the active links.
NOTE
Do not use the BMC prefix (SRS:ADN) when you rename the active links.
b Modify the form name to your own interface form.
c Modify the Run If qualification to match the required fields on your form.
6 Edit the SRS:ADN:SHR_OnSubmit_SubmitInReview active link guide by adding
NOTE
Add your active links under the
SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields and
SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields
active links.
Appendix B Creating and using advanced interface forms
349
NOTE
Add your active links under the
SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag and
SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag active links.
8 Test your copied version of the advanced interface form.
WARNING
Do not delete or modify any other fields on these forms. BMC supports only
changes to appearance items, such as the header, background, labels, and so on.
You must now register the form.
Database ID
Description
RO Instance ID
304242570
SRD_RO_ReconID
304242580
SRD_RO_DatasetID 304242590
NOTE
If you customized advanced interface forms in releases versions earlier than 7.6.04,
you must add these fields to the forms.
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Administration Guide
NOTE
You must have SRM Administrator permissions to access this form.
You can also disable these advanced interface forms. If you configure an advanced
interface form to be inactive, application administrators cannot select it as an
advanced interface template option when creating SRDs.
The advanced interface form feature also gives the application administrators the
option of creating an advanced data entry screen instead of the default window
used in the Request Entry console for completing details. You can also register new
advanced interface forms.
NOTE
The advanced interface forms are installed with localized views for English,
Japanese, French, Italian, German, Spanish, and Simplified Chinese.
351
4 Specify a company.
5 Enter a template name (for example, Advanced Interface Questions).
This name will appear in the Advanced Interface field as a menu choice on the
Service Request Definition form.
6 Enter the form name and location as it appears on the BMC Remedy AR System
server.
For example, if you are using the advanced interface form you just created, enter
SRS:MyAdvancedInterface_Questions.
7 Specify the server and specify its status, either Active (enabled) or Inactive
(disabled).
8 Click Save.
Service Catalog Managers can now choose this advanced interface template from
the Custom Template field when they are creating SRDs.
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Administration Guide
Relating Mapped and Details tab fields in the Work Order Template form
NOTE
Unless more than 15 total fields, or all the available fields for any field type (22
character fields, 2 date/time fields, or 6 integer fields) are configured, the Details 2
tab will not appear to users in the Request Entry console.
Figure B-2: Mapped tab on advanced interface form
Modify these
field labels as
needed
For information about creating work order templates, see Configuring work
order templates on page 77.
353
SRD.
6 Enter the remaining information into the SRD, and then save your changes.
7 Deploy the SRD.
The Question Selection and Fulfillment Application Field Mapping dialog box
appears. You can choose questions from the menu list of target data items to ask
your users.
NOTE
The Mapping button is enabled if there is application target data to map with the
PDT selected.
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Administration Guide
The Service Request fields from the advanced interface form are the SR Type Field
1 through SR Type Field 47 fields. The SR Type Field 1 through SR Type
Field 9 fields are the fields that appear on the Mapped tab of the
SRS:AdvancedInterface_WithBackendMapping form. The SR Type Field 10
through SR Type Field 47 fields appear on the Mapped 10-27 and Mapped 28-47
tabs on the SRS:AdvancedInterface_WithBackendMapping form.
6 Select the appropriate field from the Selected Field list.
7 Click Add.
8 Close the Question Selection and Fulfillment Application Field Mapping dialog
NOTE
If you use the templates that are installed with BMC Service Request Management,
guest users cannot submit a request if the SRD includes an Advanced Interface
form.
SRD.
2 Select the service.
Your FieldsShows users the questions that are specific to the service request.
MappedContains fields that map to the service request and are automatically
mapped to the Type Fields on a work order. Your label changes should appear
to the users.
The Mapped 10-27 and Mapped 28-47 tabs contain fields that map to the service
request. These tabs should be hidden to users.
355
3 Enter the required data on the advanced interface form and then click the Submit
Request button.
This action creates a service request that uses the advanced interface form. The
advanced interface field values are stored on the advanced interface form and the
mapped fields are stored on the Service Requests form, making them available for
mapping to the fulfillment application fields.
After the service request is created, the submitted advanced interface form details
can be viewed using the More Details button on the Request Details dialog box.
The Request Details dialog box shows the details of a service request and can be
viewed by fulfillment process owners and service coordinators. For example, from
a work order, the Request Details dialog can be opened using the View Service
Request link.
4 Click the More Details button on the service request.
356
Administration Guide
Appendix
Appendix C
357
NOTE
For more information, see the BMC Remedy Action Request System BMC Remedy Mid
Tier Guide.
Increase the Tomcat shutdown time and thread stack sizes to enable the efficient
serialization of your forms. This action gives Tomcat extra time to save prefetch
files.
Raise the maximum memory size of Tomcat (for example, 1024 MB).
Flush the Tomcat cache. Restart Tomcat, and let it run. This action could take
several hours to finish.
Monitor the amount of memory actually needed and lower the number
accordingly.
Watch the Tomcat process to make sure you are not keeping the JVM busy with
the memory swap. If possible, allocate the min and max as 2 GB so that the
Tomcat process starts up with the full memory available.
Because the memory requirements depend on how many forms are being
loaded, you must calculate the amount of memory needed based on the
application stack and the usage of your deployment.
NOTE
For more information about Tomcat configuration settings and the persistent
cache option, see the BMC Remedy Action Request System BMC Remedy Mid Tier
Guide.
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Administration Guide
Prefetch components
Prefetch components
The prefetch.pl utility uses the following components:
Component
Description
StartServlet
prefetchConfig.xml
prefetchConfig.xsd
Example code
Header
AuthenticationOne or
more users that determines
the permission-type cache.
No password is required.
<prefetch-user>
<user-name>SupportUser</user-name>
<locale>en_US</locale>
<prefetch-server>
Server, applications and
<server-name>arserver</server-name>
formsapplications can
<prefetch-app>
contain 0+ forms. Forms can
<app-name>Sample</app-name>
exist individually at a server
<prefetch-form>
level.
<form-name>Home Page</form-name>
</prefetch-form>
</prefetch-app>
<prefetch-form>
<form-name>Home Page</form-name>
</prefetch-form>
</prefetch-server>
</prefetch-user>
Footer
</midtier-prefetch-config>
Appendix C
359
Forms are cached differently, depending upon whether they are accessed using
a call to the application (/arsys/apps/ARServer/appName/formName) or the
forms directly (/arsys/forms/ARServer/formName). For environments where
either call is possible, both methods should be covered in the .xml file:
<prefetch-server>
<serverName>ServerName</server-name>
<prefetch-app>
<app-name>AppName</app-name>
<prefetch-form>
<form-name>FormName</form-name>
</prefetch-form>
</prefetch-app>
</prefetch-server>
<prefetch-server>
<server-name>ServerName</server-name>
<prefetch-form>
<form-name>FormName</form-name>
</prefetch-form>
</prefetch-server>
Specifying an application without at least one form causes the mid tier to cache
all of the forms in that application.
.
<prefetch-server>
<server-name>ServerName</server-name>
<prefetch-app>
<app-name>AppName</app-name>
</prefetch-app>
</prefetch-server>
You can see the prefetch activity in the mid tier logs in the following situations:
The performance category is selected.
The Log Level is set to Fine.
Apr 12, 2007 1:05:57 PM com.remedy.arsys.prefetch.PrefetchTask
run
INFO: START prefetch
Apr 12, 2007 1:06:14 PM com.remedy.arsys.goat.Form get
FINE: Form: Constructing for missing key Form:atlwin01/AR System
User Preference
Apr 12, 2007 1:06:17 PM com.remedy.arsys.goat.Form <init>
FINE: API form time = 2735
Apr 12, 2007 1:06:17 PM com.remedy.arsys.goat.Form get
FINE: Form: Construction for key Form:atlwin01/AR System User
Preference took 2765
Apr 12, 2007 1:06:17 PM
com.remedy.arsys.goat.Form$CachedFieldMap <init>
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Administration Guide
Prefetch components
Appendix C
361
362
Administration Guide
Glossary
This glossary contains terms for BMC Service Request
Management.
approval
Glossary
363
Administration Guide
Glossary
global
milestone
365
PDT
366
Administration Guide
Glossary
role
service target
Glossary
367
wildcard
task
368
Administration Guide
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
access
by functional role 46
by guest users 60
granting to the application 41
to forms 37
activity log information, passing 184
ad hoc approvals, about 233
ad hoc tasks, relating to work orders 287
administrator, defining application 39
advanced interface forms
about 346
adding SRDs to 165
configuring 340
creating and using 346
Details and Details2 tabs 79
localizing 340
registering 351
requesting a service with 355
service request fields, mapping to 354
SRDs, creating with 354
using BMC Remedy Developer Studio to
create 347
work order type fields, configuring 353
alternate approvers, adding 149
AOTs
about 21, 82
creating 22
defining 83
defining output variables for 90
localization 337
order, specifying 88
PDTs and 88
Register Application Template form 84
registering application templates 86
relationship of SRD to PDTs and AOTs 88
template form 83
AP:Rule Definition form 231
Application Administration Console 37
application administrator, defining 39
application object templates. See AOTs
369
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
approvals (continued)
SRD approval process 231
state transitions 231
submitting for SRDs 149
approved approval state 231
Approver Mappings form 223
Assignment form 300
assignments
accepting tasks 283
auto-assignments, individual 303
availability, updating 296
configuring 24
creating for work orders 274
events 303
group 301
individual 303
notification of groups 275
notification of individuals 275
routing 300
tasks 277
work order templates, about 77
work order templates, settings in 78
work orders 274
attachments in SRDs 167
audience for this guide 13
audit log
viewing SRD 164
viewing work order 265
B
begin approval state 231
benefits, BMC Service Request Management 19
Best Practice view 250
BMC Remedy AR System licenses 38
BMC Remedy User, opening application consoles
in 36
BMC Service Request Management
about 18
accessing 41
benefits 19
components 20
configuration prerequisites 38
customizing 33
documentation for 14
permissions 41
request management 20
service catalog 20
setup tasks 20
system SRDs shipped with 115
370
Administration Guide
BMC SLM
permission group for 42
status gauge 292
tab on Work Order form 291, 293
BMC Software
contacting 2
education 33
branch conditions, adding to questions 132
browser, opening application consoles in 36
Business Analyst permission group 42
business analyst role 42
Business Holidays Definition form 62
business hours, modifying for support groups 61
Business Manager permission group 41
business manager role 41
business service CIs, relating to SRDs 136
C
canceling tasks 290
categories
operational 55
product 54
categories, navigational
company 70
defining 66
localization 333
setting up 22
sorting 71
change request PDTs, adding information to 102
Change User permission group 43
check box questions, defining 207
closing tasks 290
companies
company approval processes 235
company navigational categories 70
creating 48
locations 49
organizations 48
regions 49
site groups 49
structure 48
Company and Console View, Service Catalog
Manager Console 159
company approvals 233
configuration
AOTs 82
Application Administration Console 37
application templates 74
behavior rules for surveys 177
change templates 81
companies 48
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
configuration (continued)
data, managing 56
defining the application administrator 39
incident templates 82
localizing advanced interface forms 340
locations 49
mid tier and multi-tenancy settings, 62
mid tier to view DVF fields, defining 63
miscellaneous 173
modifying standard 56
navigational categories 66
non-support staff members, creating 52
operational categories 55
organizations 48
people information 50
performing 46
prerequisites 38
product categories 54
Questions Library entries 204
questions to use with SRDs 204
Request Entry console preferences 182
request entry preferences 178
service request HTML definitions 181
service request image definitions 174
service request query exclusions 183
SRD images 175
SRD levels 174
standard, performing 37
support groups 49
support staff members 50
survey questions 176
unknown users access to the application,
allowing 60
work order rules 295
work order templates, about 76
work order templates, modifying or deleting 80
Configure Assignment form 301
Configure Service Target Defaults form 156
consoles
opening in a browser 36
opening in BMC Remedy user 36
Service Catalog Manager, using to manage
PDTs 99
user access to 44
Work Order Console, opening 249
Context URL Builder 320
context URLs, examples 328
custom searches
about 260
using for work orders 259
customer information, defining in an SRD 165
customer profile, adding and modifying 261
customer support 3
customizing the application 33
D
data
exporting supporting data from test systems 314
importing from another company 309
importing to a production system 316
data flow, mapping the direction of 95
data visualization fields, See
date and time questions, defining 215
Define Business Hours form 61
Defined Searches, using 259
definitions, exporting from test systems 313
deploying
SRDs, steps for 168
Details tab and Details2 tab, configuring 79
DVF fields configuration 63
dynamic data flow
about 105
building PDTs that use, about 106
dynamic query menus, defining 213
E
education, BMC Software website 33
email, sending from Work Order form 267
entitlement
adding people entitlement definitions 244
adding SRD qualifications 245
configuration process 240
configuring 24
creating people qualifications and 143
enabling 242
groups 243
modifying rules for 142
permission group for 42
rules 244
SRDs and 141
validating users 246
Entitlement Group Management form 243
Entitlement Management console 242
Entitlement Management form 244
Entitlement Management Qualifications form 246
Entitlement Rule form 244
events, assignment
Service Request Assignee 303
Task Assignee 303
Work Order Assignee 303
Work Order Manager 303
Index
371
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
exporting
PDTs 306
SRDs 306
SRDs from a test system 315
supporting data 307
viewing history of exports 312
F
financial information in tasks, adding to 280
flow, viewing task 282
fulfilling work orders 276
fulfillment provider role 43
functional roles 46
G
getting started 24
global approvals 233
global navigational categories 68
group approvers 218
group notifications of work order assignments 275
groups
approvers 218
assignment to 301
entitlement 243
functional roles and 46
permission, Business Analyst 42
permission, Business Manager 41
permission, Change User 43
permission, Incident User 43
permission, Request Catalog Manager 42
permission, Service Request User 43
permission, SRM Administrator 42
permission, Work Order Config 43
permission, Work Order Master 43
guest users
access to the Request Entry console 60
single-tenancy 62
H
history
exports 312
imports 312
holidays, modifying for support groups 61
372
Administration Guide
I
image, changing for SRD 160
importing
data from another company 309
data to a production system 316
definitions to a production system 316
PDTs 308
PDTs from another company 309
SRDs 308
SRDs from another company 309
SRDs to a production system 316
viewing history of 312
incident requests
adding information to PDT 104
viewing related service targets 291
Incident User permission group 43
individual approvers, creating 218
individual notifications of work order
assignments 275
inherent group mappings 229
internal variables 90
internationalization 330
L
level approvals
about 233
group mapping 227
licenses
BMC Remedy AR System 38
on behalf of feature requirement 58
life cycles
service request 31
SRD 110
localization
about 330
advanced interface forms 340
AOTs 337
BMC Service Request Management objects 332
configuring BMC Remedy AR System server
for 333
fallback mechanism for DVFs and Popular
Services 332
languages supported 330
locale fallback mechanism 331
navigational categories 333
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
localization (continued)
overview 331
PDTs 337
process, finishing steps 341
questions to use with SRDs 335
SRD levels 335
SRDs 338
surveys 339
troubleshooting problems 342
user help 331
utility, using 343
Location form 49
locations
creating 49
site groups 49
structure 49
logs
SRD audit 164
task effort 286
work order audit 265
mapping
approvers 223
approvers to phases 223, 225
roles for approvals 218
service request fields 135
menu questions, query
about 209
defining 210
testing 212
menu questions, static
about 209
defining 209
metrics for SRDs 166
mid tier
configuring 62
configuring to view DVF fields 63
migrating
exporting definitions from test to production
systems 313
exporting supporting data from test to
production systems 314
from test to production systems 313
multi-tenancy
about 62
configuring 62
multi-tenancy and guest users 62
my searches, custom searches 260
navigational categories
about setting up 22
defining 66
defining company 70
defining global 68
sorting 71
navigational categories, localizing 333
no approvers approval state 231
non-support staff members
creating 52
defined 50
notifications
group work order assignment 275
individual work order assignment 275
managing service request 163
viewing SRD trail 164
work orders, assignment 275
notifications, functional roles and 46
P
packages 240
packages and SRDs 140
paging, from Work order form 267
passing activity log information 184
Patch fields 309
PDTs
about 21, 22, 88
adding change request information to 102
adding incident request information to 104
checking for use in other PDTs or SRDs 97
creating, example of 102
creating, getting started 91
Index
373
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
PDTs (continued)
data flow 88
defining 88
defining output variables for 90
defining variables for 94
exporting 306
flow, designing 92
general details, defining 96
how they work 89
importing 308
importing from another company 309
localizing 337
quick launch 98
quick start for creating 90
relationship of SRD to PDTs and AOTs 88
reviewing nested PDTs 100
reviewing related AOTs 100
standard 91
testing an SRD that uses 171
using Company field to search for 100
using dynamic data flow 106
using the Service Catalog Manager Console to
manage 99
work information, adding 97
peer tasks 278
people entitlement definitions 244
People form 297
People form, people information for approvals 218
people information, creating 50
People Qualification Definition form 144
People Qualification for Entitlement form 244
permission groups
ASE Administrator 42
Business Analyst 42
Business Manager 41
Change User 43
Entitlement Administrator 42
Incident User 43
Request Catalog Manager 42
Service Request User 43
SLM Config 42
SRM Administrator 42
Task Administrator 42
Work Order Config 43
Work Order Master 43
permissions
functional roles and 46
groups 41
predefined
task groups 288
task templates 288
374
Administration Guide
preferences
Service Catalog Manager Console 186
Work Order Console 297
prefetch utility
Apache Tomcat servlet container tips 358
components 359
using to preload forms 358
prerequisites, configuration 38
process definition templates See PDTs 22
process input variables 90
process objects, defining properties of 95
process output variables 90
process steps 21
process templates
adding to SRDs 127
viewing 126
Process View, Service Catalog Manager Console 88
processes
about 21
analyzing 21
types, about 230
using the Visual Process Editor to view 101
Product Category form 54
product support 3
product, categorization structures 54
profiles, Work Order Console 297
Q
qualifications, people entitlements and 143
query exclusions, configuring 183
query menu questions
about 209
defining 210
defining dynamic 213
testing 212
Question Management form 128
Question Selection and Data Target Mapping dialog
box 354
questions
adding branch conditions to 132
adding to an SRD 129
check box 207
configuring survey 176
date and time 215
defining dynamic 213
localizing, to use with SRDs 335
mapping variables for, about 128
multiple inputs. concatenating 135
query menu, about 209
query menu, defining 210
query menu, testing 212
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
questions (continued)
radio button 206
range 208
remapping localized to an SRD 336
restrictions in creating 131
restrictions in format 134
static menu, about 209
static menu, defining 209
text 205
Questions Library, about 204
quick launch
PDTs, creating 98
SRDs, creating 123
quick start
creating PDTs and SRDs 90
R
radio button questions, defining 206
range questions, defining 208
Read license, and Submitter Mode Locked option 53
reassigning
tasks 279
work orders 275
regions, geographic 49
Register Application Template form 84
rejected approval state 231
reminders
about 266
creating 266
viewing, modifying, and deleting 267
Request Catalog Manager permission group 42
Request Entry console
context fields 324
default preferences 182
manually creating URLs to open 327
opening in context 319
query exclusions, configuring 183
service request image definitions,
configuring 174
user help localized 331
using Open Window action to open 327
request management 20
Request Preferences form 177
Requester Console summary records, converted to
SRDs 115
roles
analyzing 21
business analyst 42
business manager 41
fulfillment provider 43
functional 46
roles (continued)
mapping for approvals 218
service catalog manager 42
service request coordinator 43
SRM administrator 42
user 41
work order assignee 43
work order assignee functional role 249
work order manager 43, 248
routing, creating assignment 300
rules
entitlement 244
modifying entitlement rules for SRDs 142
on behalf of definition rules 58
surveys 177
work order, configuring 295
S
Search for Surveys form 339
sequence numbers, assigning in work orders 278
service catalog 20
Service Catalog Manager Console
approving SRDs using 151
Company and Console View 159
manage PDTs, using to 99
preferences. setting 186
Process View 88
service catalog manager role 42
service catalog managers
approving SRDs 150
managing SRDs 158
using Service Request Designer 190
Service Request Assignee event 303
service request definition See SRDs 23
Service Request Definition Settings form 173
service request definitions. See SRDs
Service Request Designer
about 190
Approvers section 197
Deployment section 200
Description section 192
Entitlements section 198
Fulfillment Process section 194
Options section 199
starting 191
Service Request HTML form 181
Service Request Images form 175
Service Request Management Image Management
form 176
Service Request Query Exclusions form 183
Service Request User permission group 43
Index
375
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
service requests
about 30
approvals for 219
configuring rules for 178
coordinator role 30, 43
defining rules for 177
image definitions 174
life cycle 31
mapping data to fields 135
query exclusions 183
setting approvals for 138
state transitions 32
status reasons 32
viewing associated work orders 265
Service Target Wizard 153
service targets
associating with SRDs 154
configuring 155
defining for SRDs 152
managing 291
related incident requests 291
shipped with the application 155
Work Order Management, viewing in 291
work order, creating for 293
services, relating business service CIs to SRDs 136
setup tasks, overview 20
Show/Hide Options form 162
single-tenancy and guest users 62
site groups 49
SRD Qualification for Entitlement form 245
SRDs
adding a standard process template to 125
adding advanced interface forms to 165
adding an attachment 167
adding questions to 129
adding quick launch process templates to 127
adding surveys 339
adding work information to 144
advanced interface forms, creating with 354
approvals, defining 146
approvals, setting 146
approvals, viewing 150
approving 150
associating service targets with 154
audit log 164
changing the image 160
configuring visible fields in 161
creating 23
creating using Incident PDT 172
customer information, defining 165
defining levels 174
defining service targets for 152
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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
states and status
service request reasons 32
service request state transitions 32
viewing in Work Order Management 292
states, approval 230
static menu questions
about 209
defining 209
status gauge 292
stoplight, yellow SRD 117, 123
structures
location 49
organization 48
product categorization 54
support group 49
Submitter Mode Locked option 53
Support Group form 50, 61
support groups
creating 49
modifying business hours 61
role description 50
structure 49
support staff members, creating 50
support website 33
support, customer 3
survey questions, configuring 176
surveys
adding to SRDs 156, 339
localizing 339
T
tag names in HTML definition records 181
targets
service request fields, mapping to fulfillment
application fields 354
service, defining for SRDs 152
viewing SLM integrations with 291
Task Assignee event 303
task effort logs 286
Task Flow Viewer 282
task groups
adding (relating) predefined to work orders 288
creating for work orders 277
sequence number in work orders 278
viewing work order-related 281
Task Management System, using with work
orders 249
tasks
accepting assignments for 283
adding work information 285
assigning 277
canceling 290
closing 290
creating for work orders 277
financial information, adding to 280
managing for work orders 280
modifying 287
modifying for work orders 284
peer 278
reassigning 279
relating ad hoc to work orders 287
sequence numbers in work orders 278
setting start and end date 279
tracking time 286
viewing flow 282
viewing work order-related 281
work orders, searching for 280
technical support 3
templates
adding (relating) predefined task to work
orders 288
adding process templates to SRDs 127
adding standard process to SRDs 125
AOTs 88
application 74
application, about creating 22
application, parameters for creating 75
change 81
incident 82
process definition, about 88
process definition, data flow 88
process definition, defining 88
process definition, designing the flow 92
process definition, getting started creating 91
process definition, how they work 89
registering application templates 86
selecting work order 264
work order, about 76
work order, assignment settings 77
work order, assignment settings in 78
work order, classification 76
work order, configuring 77
text questions, defining 205
time, tracking task 286
troubleshooting localization problems 342
truncated data from service request in work orders,
viewing 276
Index
377
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
U
unknown users access to the application, allowing 60
Update Support Group Memberships and Roles
form 40
URL, application consoles 36
users
access for unknown users to the Request Entry
console 60
granting access to the application 41
roles 41
setting up 21
V
variables
defining for PDTs 94
defining output for AOTs or PDTs 90
internal 90
mapping to questions 133
mapping to questions, about 128
process input 90
process output 90
Version fields 309
Visual Process Editor
designing PDT flow in 92
using to view processes 101
W
websites
BMC Software education 33
Customer Support 33
work info entry, adding attachments to 145
work information
adding to process definition templates 97
adding to SRDs 144
adding to tasks 285
work orders, modifying in 254
Work Order Assignee
event 303
Work Order Config permission 248
Work Order Config permission group 43
Work Order Configuration Rules form 295
Work Order Console
opening 249
setting preferences 297
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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
work orders (continued)
searching for 258
service targets, creating for 293
service targets, viewing 291
tasks, modifying 287
tasks, searching for assigned 280
terms and conditions 294
truncated data from service request, viewing 276
type fields, configuring 353
using custom searches for 259
viewing associated service requests 265
work information, modifying in 254
Work Order form, Class view 250
work order manager functional role 248
Y
yellow stoplight, SRDs and 117, 123
Index
379
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
380
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