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BMC Service Request Management 2.2.00 Configuration Guide June 2008 www.bmc.com

BMC Service Request Management 2.2.00

Configuration Guide

BMC Service Request Management 2.2.00 Configuration Guide June 2008 www.bmc.com

June 2008

BMC Service Request Management 2.2.00 Configuration Guide June 2008 www.bmc.com

www.bmc.com

Contacting BMC Software You can access the BMC Software website at htt p://www.bmc.com . Fro
Contacting BMC Software You can access the BMC Software website at htt p://www.bmc.com . Fro

Contacting BMC Software

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

United States and Canada

Address

BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA

Telephone

713 918 8800 or 800 841 2031

Fax

713 918 8000

Outside United States and Canada

 

Telephone

(01) 713 918 8800

Fax

(01) 713 918 8000

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

© Copyright 2006-2008 BMC Software, Inc.

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

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BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.

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Customer Support You can obtain technical support by using the Support page on the BMC

Customer Support

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

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week at

http://www.bmc.com/support_home. From this website, you can:

Read overviews about support services and programs that BMC Software offers.

Find the most current information about BMC Software products.

Search a database for problems similar to yours and possible solutions.

Order or download product documentation.

Report a problem or ask a question.

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Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software

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

Product information

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Operating system and environment information

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Sequence of events leading to the problem

Commands and options that you used

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

— Product error messages

— Messages from the operating system, such as file

— Messages from related software

system full

License key and password information If you have a question about your license key or

License key and password information

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

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In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

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

Contents Preface 9 Audience . . . . . . . . . . .
Contents Preface 9 Audience . . . . . . . . . . .

Contents

Preface

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Audience

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9

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Chapter 1

Introducing BMC Service Request Management

 

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SRM overview

. Configuration prerequisites

. Internationalization and localization

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Chapter 2

Configuring and using SRM—Quick Start

 

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. Defining the SRM application

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Quick Start

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. Configuring mid tier and multi-tenancy settings Allowing unknown users access to SRM

Defining SRM support staff

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Configuring the Mid Tier to view DVF fields

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28

. Requesting services in the Request Entry Console

Deploying default SRDs

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30

33

Chapter 3

Basic SRM configuration tasks

39

. Creating application templates Configuring work order templates Creating change and incident templates Defining application object templates Configuring navigational categories Defining navigational categories

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Basic configuration overview

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Defining Browse for Service details Configuring service request image definitions Configuring service request definitions Defining service request definition settings Defining questions to use with SRDs

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Defining SRD Managing SRD images

. Configuring survey questions

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Miscellaneous configuration Defining behavior rules for surveys

 

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78

Configuring Service Request HTML Defining default Request Entry console preferences Configuring service request query Modifying work order templates Deleting work order templates

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Configuring

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work order

 

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87

Chapter 4

Configuring SRM approvals

 

91

Configuring approvals with SRM 2.2.00—Quick Start

 

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Configuring SRM

approvals

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102

SRM approval state

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Approval process

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106

Viewing approval processes in the Approval Server (advanced information) . 107

Understanding the relationship between company and global approval process

configuration

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. Setting up approval process configuration records for your company

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Approval states on the Status Flow tab

 

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113

Creating people and mapping roles for approvals

 

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Approver mappings

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115

Mapping approvers to approval phases for level-type approval processes Creating individual mappings to work with level-type approval processes Creating group mappings to work with level-type approval processes

 

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Adding approvers to SRDs .

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125

Chapter 5

SRM assignment configuration

 

127

Working with SRM auto-assignment configuration Creating assignment routing for Creating group assignment for SRM

 

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Assignment

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133

133

Chapter 6

Configuring entitlements

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Configuring entitlement

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136

. Creating entitlement groups Creating entitlement Adding people entitlement

Enabling entitlement

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137

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139

 

139

Adding service request definition qualifications

 

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141

. Creating On-Behalf-Of definition

Validating users (optional)

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142

144

Chapter 7

Advanced SRM Configuration tasks

147

Advanced configuration overview Registering advanced interface Configuring type fields in the Work Order Template form

 

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151

Chapter 8

Configuring SRM to work with third-party applications

 

153

Configuring SRM to use third-party applications

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154

. Configuring event commands Defining event commands and command parameters Defining command Defining command parameter mappings

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Registering applications

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. Registering the form fields for the application Defining target data from third-party applications

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165

167

 

169

Chapter 9

Performing standard configuration

175

Introducing the Application Administration Console Opening the Application Administration Performing a standard configuration

 

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Creating a new company Creating organizations

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Creating locations

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182

. Creating people information Creating non-support staff

Creating support

groups.

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