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Lab

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BMC SOFTWARE - BSM FOUNDATION BOOTCAMP
Service Request Management 2.0

Advanced Interface using


Custom Forms
PART 1- Advanced Interface Model using Custom Forms

This lab is designed for use on BMCs Global Solution Site (GSS). If you are unable to access
the SRM image on GSS then this lab may not work as documented. You can use it as a guide
but you may not be able to use the step by step instructions.

Scenario
The customer (Calbro) would like to deploy a new Service Request to their employees for a Hardware
Upgrade. .

Using the Advanced Interaction Model, you will create the custom form(s) necessary to request additional
information from the end user upon submittal of a Service Request for a hardware upgrade. The custom
form will:
Capture Model, Manufacturer and Serial number for the Requesters current configuration.
The Service Request will only be available to end users at Calbros Houston site.
The Service Request will require Approval prior to beginning fulfillment activity to complete the
request. The first level approver will be Charlie Change and the second approver will be Victor VP.
Result in the submission of a Work Order to complete the fulfillment of the request.

Instructions
Create the 1. Log in to the Admin tool as Demo (no password)
custom form 2. Open the SRS:Custom Form_Regular form
and Customize
the Form There are 3 custom forms available out of the box to use. We have chosen to use the
Interface SRS:Custom Form_Regular here because we would like to capture and save the
additional information that will be requested. This custom form will basically function as
a Template since it has all of the necessary workflow to interact with the backoffice
application which in this case is the Work Order Management system.

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3. Save the form as SRS:Custom Form_Hardware Upgrade. Click OK to ignore
Warning messages (indicates permissions were removed).

In this next series of instructions you will be customizing your new form to meet Calbros
requirements.
4. With the SRS:CustomForm_Hardware Upgrade form still open, double click the
Custom tab and check the Hidden box. This will ensure that when end users
submit the service request, the Custom tab will be hidden.
5. Close the Field Properties form.
6. On the Mapped tab, choose the SR Type Field 1 and on the Display tab in the
Label field change the label to Model.
7. With the Field Properties form still open, select SR Type Field 2 and change the
label to Manufacturer.
8. With the Field Properties form still open, select SR Type Field 3 and change the
label to Serial Number.
9. Hide the remaining SR Type Fields that are displayed on the Mapped tab by
moving them to the bottom of the screen in the Hidden section. At this point you
should only have three fields displayed on the Mapped tab.
10. Change the name of the Mapped tab to Requirements.
11. At the top of the form, choose the Custom Data Mapped Fields text and in the
text box change the title to Hardware Upgrade Request.
12. Close the Field Properties form.
13. You will need to modify two of the fields to Allow any user to Submit on the
Permissions tab. These two fields are:
o Field ID 302767400/zID_Integer
o Field ID 301311700/zID_Action
14. Save the form (again you may ignore the Warnings).
15. Close the form.

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In this next set of steps you will be modifying the out of box workflow for the original
SRS:CustomForm_Regular to also work on the new custom form you have created.

16. Select your server in the server object list and from the View menu, choose By
Form.
17. Click Selected Forms
18. Scroll down the Available Forms list and select SRS:CustomForm_Regular and
click Add.
19. Click OK.
20. Select the Forms object and the SRS:CustomForm_Regular form will display in the
Forms (Partial List) window.
21. Select the Active Links object and select all of the listed Active Links.
22. In the Active Links list (while all are still highlighted/selected), right-click and
choose Edit. The Batch Update Active Link Properties form appears.

23. On the Basic tab, select SRS:CustomForm_HardwareUpgrade, and click OK (this is


the new form that you created from the original Custom form template). Note
that this could take a few minutes given the GSS environment- not a bad time for
a quick coffee break!

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24. Check the Active Link Guides and Filters as well and attach them tot e
SRS:CustomForm_HardwareUpgrade form following the same steps you did for
Active Links.

Create a new 1. From the Application Administration Console navigate to New Work Order
Work Order Template. Application Administration > Custom Configuration > Service Request
Template Management > Work Order > Work Order Template.
2. Create a new Work Order template with the following attributes:
o Company = Calbro Financial Services
o Summary = Hardware Upgrade
o Template Name = Hardware Upgrade
o Work Order Type = General
o Location = Calbro Financial Services
3. On the Type Fields tab, in the Fields Label section, add your 3 new labels: Model,
Manufacturer, and Serial Number. Make sure that you enter them in the same
order as you did on your interaction form. When the end user submits this service
request, the values they enter will be pushed to these fields.

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4. Save and close the form.

Create a new 1. Navigate to Define Application Object Template from the Application
AOT Administration Console. Application Administration > Custom Configuration tab >
Service Request Management > Application Configuration > Define Application
Object Template
2. Create a new AOT using the following values:
o Company = Calbro
o Type = Template
o App Registry Name = Work Order Application
o Name = AWO:Hardware upgrade (AWO will help identify this as AOT Work
Order.

Configure the 1. From the Application Administration Console, navigate to the Configure custom
interaction form data. Application Administration Console > Custom Configuration tab >
form data Service Request Management > Advanced > Configure Custom Form data.
2. In the Location Company field, select Calbro Financial Services.

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3. In the Template Name field type Hardware Upgrade.
4. In the FormName field, type: SRS:CustomForm_Hardware Upgrade. Make sure
that you type the form name in EXACTLY as you named it in the Administrator tool
or it will not be recognized.

5. Save the entry.

Create a new 1. From the Service Catalog Manager Console, select Console Focus > Process.
PDT for the 2. Click Create.
Hardware 3. In the Name field, type: Calbro:Hardware Upgrade
Upgrade 4. In the Category field select Generic.
5. In the Status field select Active.
6. In the Company field select Calbro Financial Services.
7. Click Standard Editor.
8. In the Available Application Templates section, select AWO:Hardware Upgrade and
click Add.
9. Click Close.
10. Save and close the Process Definition Template form.

Create a new 1. Select Request Definition from the Service Catalog Manager Console.
SRD for the 2. Click Create.
Hardware 3. Create a new SRD using the following values:
Upgrade a. Company: Calbro Financial Services
b. Title: Hardware Upgrade
c. Category 1: IT Services for Users
d. Description: you may enter your own SRD description here
e. Request Type: Standard
f. Custom Template: Hardware Upgrade
g. Process Template: Calbro:Hardware Upgrade
h. Turnaround Time: 3 Days
i. Start Date: Todays date
j. This SRD will not require Approval to be published but will require Approval
when selected so on the Service Request tab, Needs Approval should be
set to Yes but on the Approvals tab, the Set Using Approvals Engine should

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be deselected. We will configure the specific Approval engine rule in the
next steps.
k. Save the SRD. We will not put online yet as we first will define the
Approval and Entitlement rules.

Configure
Approval Calbros requirements include setting Approval rules for all Hardware Upgrades. They
Rules would like for the first level of approval to be routed to Charlie Change and the second
level of approval to be routed to Victor VP. Out of the box, SRM has 2 types of
Approvals for Service Requests configured, Service Request - Management Chain and
Service Request Level. Additionally, out of the box only the Service Request
Management Chain rule is enabled so the first thing you will need to do is modify the
Service Request Level from Offline to Enabled.

1. From the Application Administration Console navigate to Custom Configuration tab


> Foundation > Advanced Options > Approval Process Confguration.
2. Search under the Form Name of SRM:Request and three entries will return.
Modify the Service Request Level from Offline to Enabled.

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3. From the Application Administration console navigate to Approval Mappings to set
up the new rules for the Service Request now that you have enabled the Level
approval rule. (Application Administration Console > Custom Configuration tab >
Service Request Management > Approval > Approval Mappings) Set the following
information:
a. Approval for: Individual
b. Last Name: Change (Use the automation on this field by typing in Change
and you will be prompted to choose the right person with the last name of
Change. By using the automation, both the first name and Approver ID
will fill in and this is important because you will not be able to save the
record if the Approver ID is not recognized).
c. Assignment Availability: Yes
d. Status: Enabled
e. Approval Indicator: Service Request
f. Phase Name: Service Request - Level
g. Level: 0 (this ensures that Charlie Change is the first level approver).

4. On the bottom half of the form you have various data options for further defining
the approval rules. In this example we are basing our rule on a specific SRD only
so click on the Select button under the Service Request Definition field and choose
the previously created SRD (Calbros Hardware Upgrade).

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5. Repeat the steps above but this time for Victor VP. All of the information will be
the same except that since Victor is the second level approver, Level should be 1
or greater (basically anything greater than zero to ensure that the approval gets
routed to Victor VP after Charlie Change).

Configure
Entitlement As noted previously in the Service Request requirements, Calbro would like to have an
Rules Entitlement rule set up so that only employees in the Houston office can request the
Hardware Upgrade service. Before configuring the Entitlement rule you will need to go in
and create a Houston site for Calbro in the North America region. Additionally, modify
Joe Users profile to set his site to the new Houston one you have created. Once you
have completed these steps you may proceed with the Configure Entitlement Rules
instructions.

1. From the Application Administration console, navigate to Entitlement >


Entitlement Management
2. Enable Entitlement rules on the top right hand corner of the form (this enables
Entitlement with SRM)

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3. On the same form click the Create button to create a new Entitlement rule so that
only Calbro employees in Houston office have access to this Service Request
4. The Entitlement Rules dialog opens and you can see current Entitlement rules
although by looking at the list you can see that none of these will meet your needs
to you will create a new one by clicking the Create button.
5. The People Qualification for Entitlement dialog appears. Create a qualification for
Calbro employees at the Houston site. You can name this People rule Calbro
Houston Employees. Keep in mind that People Qualifications can be reused for
other Entitlement rules in the future.

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6. Save and close

You have now created the who portion of the who can see what theory behind
Entitlement. Next you will define the what.

7. You should now be back on the Entitlement Rule dialog. View the currently
available SRD Qualification Name rules and you will see that you do not have an
SRD Qualification to meet your needs to you will need to create a new one. Click
the Create button.

8. Create an SRD Qualification. You can name the SRD Qualification Name
Hardware Upgrade. On the Specific SRD option choose the Hardware Upgrade
SRD previously created.

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9. Save the SRD Qualification for Entitlement Dialog.
10. You should now be back on the Entitlement Rule dialog. You know have both the
People Rule (the who) and the SRD Rule (the what) and you can create the
actual Entitlement rule. Choose the People Rule and SRD Rule and Save.

You have now created an Entitlement rule and if you navigate to the SRD you will see the
Entitlement rule attached to it. Optionally you could have created the Entitlement rule
directly on the SRD if the necessary qualifications had already existed but in this case we

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needed to create distinct rules that were not available. From here on out though if you
needed to create an Entitlement rule for Calbro employees at the Houston office, you
would already have the rule created and could simply attach it to an SRD qualification
directly on the SRD.

You should now put the SRD online (take out of Draft mode and Deploy).

Test your
work 1. Login as Joe (Joe User)
2. Submit the Hardware Upgrade service request. Here you should see the
Advanced interaction form appearing as well as the relabeled fields that you
modified.
3. Make sure that it moves into a Pending Approval state.
4. Login as Charlie Change and approve the request.
5. Login as Victor VP and approve the request.
6. Login as Joe and see that your Service Request is in process
7. Verify that the questions answered flow back into the Work Order form.

PART 2- Advanced Interaction Model

Scenario
Calbro would like to deploy a new Service Request to their employees for a Memory Upgrade.

Using the Advanced Interface Model, you will create the custom form(s) necessary to request additional
information from the end user upon submittal of a Service Request for a Memory Upgrade. The custom
form will:
Capture information relevant to a Memory Upgrade (for this lab you can add fields of your choice).
The Service Request will only be available to ______________ (you can determine your own
Entitlement rule).
The Service Request will require Approval prior to beginning fulfillment activity to complete the
request. The first level approver will be Francie Frontline and the second level will be Victor VP.
Result in the submission of a Work Order to complete the fulfillment of the request.

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