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Date:
21-Feb-2014 20:46
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Table of Contents
1 Featured content ______________________________________________________________________ 13
2 Where to start ________________________________________________________________________ 14
3 About BMC Service Request Management 8.1 ________________________________________________ 15
4 What's new __________________________________________________________________________ 16
4.1 Urgent issues _____________________________________________________________________ 16
4.1.1
Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service Level
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7.1.2
7.1.3
7.3.2 Version 8.1.00 features not supported in a mixed-version stack ________________________ 141
7.4 Installing silently _________________________________________________________________ 141
7.4.1 Creating a silent txt file _______________________________________________________ 142
7.4.2 Example silent installation file __________________________________________________ 142
7.4.3 Running the installer in silent mode _____________________________________________ 145
7.4.4 Options for the silent .txt file ___________________________________________________ 146
7.4.5 Encrypting passwords ________________________________________________________ 148
BMC Service Request Management 8.1.01
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7.5 After installing the application on a stack other than 8.1.00 _________________________________ 150
7.6 Uninstalling the BMC Service Request Management file system ______________________________ 150
7.6.1 To uninstall the BMC Service Request Management file system on Windows ______________ 150
7.6.2 To uninstall the BMC Service Request Management file system on UNIX __________________ 151
8 Configuring after installation ____________________________________________________________ 152
8.1 Configuring the default web path ____________________________________________________ 152
8.1.1
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This space contains information about the BMC Service Request Management 8.1 release, which is part of the
BMC Remedy IT Service Management Suite 8.1 release.
Warning
(February 2014) Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service
Level Management 8.1.00
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1 Featured content
Service pack 1 for version 8.1.00: 8.1.01
New features in release 8.1.0
Known and corrected issues
Key concepts
Creating services
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2 Where to start
End users: Using
Administrators: Planning, Installing, Configuring after installation, and Administering
Architects: Architecture
Developers: Developing
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4 What's new
This section provides information about what is new or what has changed in the BMC Service Request
Management 8.1 release, including updates introduced by service packs and patches when they become
available.
Urgent issues
Documentation updates
Service packs and patches
Version 8.1.00
Locating white papers, guides, and technical bulletins
4.1.1 Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00
and BMC Service Level Management 8.1.00
Note
The information in this topic is tailored to BMC Remedy ITSM 8.1.01, but the compatibility issues also
apply to BMC Service Request Management 8.1.01.
The following compatibility issues have been identified with BMC Remedy ITSM Service Pack 1 for version 8.1.00
and BMC Service Level Management 8.1.00:
Fresh installation of BMC Remedy ITSM 8.1.01 with BMC Service Level Management 8.1 is not supported.
You will encounter the following errors if you try to upgrade or install BMC Service Level Management 8.1:
Forms, views and, integrations are downgraded.
All foundation fixes done after 8.1.00 are lost.
For more information, see SW00464141.
This issue will be fixed with the release of BMC Service Level Management Service Pack 1 for 8.1.00.
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Note: BMC Service Level Management 8.1.00 is not supported with BMC Remedy ITSM 8.1.01. See BMC Service
Level Management compatibility.
4.2.2 Updated the procedure for exporting SRDs, PDTS, and supporting data
November 1, 2013: The Exporting SRDs, PDTS, and supporting data topic has been updated with information
about the file name and path to use when performing an export.
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Tip
For information about issues corrected in this service pack, see Known and corrected issues.
Enhancements
Downloading the service pack
Installing the service pack
Note
BMC Service Level Management 8.1 is not compatible with BMC Remedy ITSM 8.1.01. These
compatibility issues also apply to BMC Service Request Management 8.1.01.
The compatibility enforces the following limitations:
Fresh installation of BMC Remedy ITSM 8.1.01 with BMC Service Level Management 8.1 is
not supported.
If you try to upgrade BMC Service Level Management to 8.1.00 after BMC Remedy ITSM
8.1.01, you will encounter following errors:
Forms,views and, integrations are downgraded.
All foundation fixes done after 8.1.00 are lost.
Also see defect SW00463181, SW00463857 and SW00464141.
If your current BMC Remedy ITSM environment is on 7.6.04 or 8.0.xx and if you want
leverage multi-tenancy capability introduced with BMC Service Level Management 8.1, it is
recommended you wait for the next service pack of BMC Service Level Management 8.1. Or
you can use the manual workarounds documented with the defects mentioned above.
However, if your current BMC Remedy ITSM environment is on 8.1.00 and you already have
BMC Service Level Management 8.1, you can upgrade to BMC Remedy ITSM 8.1.01.
Enhancements
Service Pack 1 provides the following enhancements:
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UI enhancements
The BMC Service Request Management UI includes the following enhancements:
Resizeable Request Details window When opened by an IT fulfillment specialist from a work order,
change, or incident, the Request Details window is now part of the BMC Remedy ITSM navigation
framework. This makes the window larger and resizeable, and allows easier navigation from the
breadcrumbs bar. In addition, in the Process View tab, the Properties pane is collapsed by default to
produce more window space. See Viewing details of requests in fulfillment applications.
Approval question/response integration When an approver asks a question about a request, the request
appears in the Requests Needing Attention list in the My Requests pod, and the user can click the Respond
link to send an answer. See Viewing and managing your requests .
Popular request descriptions In the Popular Requests list in the Request Entry console, you can now view
the description of a service request by clicking the Request Description icon that appears when you mouse
over the name. In previous versions, the description appeared after you moused over the name and paused
for a few seconds. The new method allows users to be more intentional about viewing the description, and
the description appears more rapidly. See Submitting requests.
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Related topics
Known and corrected issues
Note
You must have version 8.1.00 installed before you can apply this patch. Separate patch installers are
available for BMC Remedy AR System, BMC Remedy ITSM Suite, and BMC Service Request Management.
Refer to the BMC Remedy AR System patch documentation for information about applying the BMC
Remedy AR System patch.
The following sections provide information about installing the patches for BMC Remedy ITSM Suite and BMC
Service Request Management:
Installing the patch and reviewing the results
Installing the patch on a server group
Disabling escalations
Removing a server from a server group
Applying the Data Management hotfix
Reviewing the patches that are installed on your computer
Performing a silent installation
Reconciling your customizations
Comparing objects after you upgraded with overlays already present
Related topics
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The patch installer does not use the Install Anywhere Framework and is not affected by the
IATEMPDIR system variable. If the default %TEMP% directory has insufficient space, increase the
available space or change its location.
Ensure that all AR objects, such as forms and workflows, have been released before you apply the
patch.
1. Download the patch installer from the BMC Electronic Product Distribution (EPD) site, or navigate to the
installation directory on the CD.
2. Unzip the installer.
3. Navigate to the Disk 1 folder.
4. Start the installer:
Note
You might receive the Cannot find a JAVA_HOME error message, if you have not
configured the JAVA_HOME location as an environment variable. You must also update the
PATH environment variable.
For example:
On Windows
JAVA_HOME = C:\Program Files\Java\jre6
PATH = C:\Program Files\Java\jre6\bin
On UNIX
$JAVA_HOME = /usr/java7_64/jre/
$PATH = /usr/java7_64/jre/bin
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11.
12.
13.
14.
Back to top
Recommendation
BMC recommends, for efficiency of installation, that you install the BMC Remedy AR System patch, the
BMC Remedy IT Service Management Suite patch, the BMC Service Request Management patch, and the
BMC Atrium Core hotfix together, before moving on to the next server.
For more information, refer to the BMC Remedy AR System patch documentation.
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6. Enable escalations on the administrator server by reversing the steps that you performed in Disabling
escalations.
7. Add the administrator server back to the server group, by reversing the steps that you performed in
Removing a server from a server group.
8. Restart the administrator server and enable it on the load balancer.
9. On each of the non-administrator servers, perform the following steps:
a. Start the BMC Remedy AR System service.
b. Install the patch by following the instructions that are provided in Installing the patch and reviewing
the results
c. Enable the server on the load balancer.
Back to top
Disabling escalations
To disable escalations, perform the following steps:
1. Open the BMC Remedy AR System Administration Console.
2. Open Server Information.
3. Click the Configuration tab.
4. Select Disable Escalations.
(Click the image to expand it.)
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Note
The hotfix is not applied automatically.
When you extract the BMC Remedy AR System 8.1 Patch 2 installer, a .zip file that contains the hotfix is
created in the Disk1\utilities directory. To apply the hot fix, extract the .zip file, and follow the
instructions that are provided in the Readme.txt file.
Additionally, the information that is provided in this topic supersedes the information that is provided on
the Patch Content screen of the patch installer.
Important
The following update supersedes the instructions that are provided in the Readme.txt file:
The PCT:DMV:CreateDefaultCompanyAssoc_forVersion filter will be created when you install Patch 2.
You cannot back up this filter, because it does not exist in the base version (8.1.00) of the product.
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Defect ID
Description
SW00451260
The following error message us displayed during the Validation step you use the Data Management Tool to load Site data from the
Location.xlsx file:
ARERR 371: You cannot change the value of the Submitter field -- the 'submitter mode' of the system is
configured to be locked: Submitter
SW00452997
When you use the Data Management Tool to load data from the Product_Catalog.xlsx file, the Product Catalog does not associate
Model and Version data with Company data. You cannot see these records in the Product Catalog console.
Back to top
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-J
-J
-J
-J
BMC_AR_USER=<ARSystemAdminUser>
BMC_AR_PASSWORD=<ARSystemUserPassword>
BMC_AR_PORT=<ARSystemTCPPort>
BMC_AR_SERVER_NAME=<serverAlias>
For example:
-J
-J
-J
-J
BMC_AR_USER=Demo
BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
BMC_AR_PORT=0
BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
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4. Run the installer with the -i silent option. You must use an absolute path to the Options.txt file.
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To see if there are differences between two sets of objects, use BMC Remedy Migrator. To examine the different
objects so that you can understand whether to merge changes, use BMC Remedy Developer Studio.
To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a
Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network (
https://communities.bmc.com/communities/community/bmcdn).Back to top
Related topics
BMC Remedy AR System patch documentation
Known and corrected issues
Note
You must have version 8.1.00 installed before you can apply this patch. Separate patch installers are
available for BMC Remedy AR System, BMC Remedy ITSM Suite, and BMC Service Request Management.
Refer to the BMC Remedy AR System patch documentation for information about applying the BMC
Remedy AR System patch.
The following sections provide information about installing the patches for BMC Remedy ITSM Suite and BMC
Service Request Management:
Installing the patch and reviewing the results
Installing the patch on a server group
Disabling escalations
Removing a server from a server group
Applying the Data Management hotfix
Reviewing the patches that are installed on your computer
Performing a silent installation
Reconciling your customizations
Comparing objects after you upgraded with overlays already present
Related topic
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The patch installer does not use the Install Anywhere Framework and is not affected by the
IATEMPDIR system variable. If the default %TEMP% directory has insufficient space, increase the
available space or change its location.
Ensure that all objects, such as forms and workflows, have been released before you apply the
patch.
1. Download the patch installer from the BMC Electronic Product Distribution (EPD) site, or navigate to the
installation directory on the CD.
2. Unzip the installer.
3. Navigate to the Disk 1 folder.
4. Start the installer:
Note
You might receive the Cannot find a JAVA_HOME error message, if you have not
configured the JAVA_HOME location as an environment variable. You must also update the
PATH environment variable.
For example:
On Windows
JAVA_HOME = C:\Program Files\Java\jre6
PATH = C:\Program Files\Java\jre6\bin
On UNIX
$JAVA_HOME = /usr/java7_64/jre/
$PATH = /usr/java7_64/jre/bin
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7. On the Patch contents page, review what is included in the patch, and then click Next.
8. On the BMC Remedy AR System User Inputs page, review the AR System server values, and then click Next.
9. The Installation Preview page lists the components to which the patch will be applied. Review the list, and
then click Install.
10. When the patch installation is finished and the Installation Summary page appears, click View Log to review
the SEVERE error messages or warnings in the product installer log.
Determine whether any errors were caused by network, host, or other environment-related issues.
The installation log is located in the %TEMP% folder of your computer. For example:
11.
12.
13.
14.
Back to top
Recommendation
BMC recommends, for efficiency of installation, that you install the BMC Remedy AR System patch, the
BMC Remedy IT Service Management Suite patch, the BMC Service Request Management patch, and the
BMC Atrium Core hotfix together, before moving on to the next server.
For more information, refer to the BMC Remedy AR System patch documentation.
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7. Add the administrator server back to the server group, by reversing the steps that you performed in
Removing a server from a server group.
8. Restart the administrator server and enable it on the load balancer.
9. On each of the non-administrator servers, perform the following steps:
a. Start the BMC Remedy AR System service.
b. Install the patch by following the instructions that are provided in Installing the patch and reviewing
the results
c. Enable the server on the load balancer.
Back to top
Disabling escalations
To disable escalations, perform the following steps:
1. Open the BMC Remedy AR System Administration Console.
2. Open Server Information.
3. Click the Configuration tab.
4. Select Disable Escalations.
(Click the image to expand it.)
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Back to top
Note
The hotfix is not applied automatically.
When you extract the BMC Remedy AR System 8.1 Patch 001 installer, a .zip file that contains the hotfix
is created in the Disk1\utilities directory. To apply the hot fix, extract the .zip file, and follow the
instructions that are provided in the Readme.txt file.
Additionally, the information that is provided in this topic supersedes the information that is provided on
the Patch Content screen of the patch installer.
Important
The following update supersedes the instructions that are provided in the Readme.txt file:
The PCT:DMV:CreateDefaultCompanyAssoc_forVersion filter is newly introduced in Patch 001. You
cannot back up this filter, because it does not exist in the base version (8.1.00) of the product.
Description
SW00451260
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Defect ID
Description
The following error message us displayed during the Validation step you use the Data Management Tool to load Site data from the
Location.xlsx file:
ARERR 371: You cannot change the value of the Submitter field -- the 'submitter mode' of the system is
configured to be locked: Submitter
SW00452997
When you use the Data Management Tool to load data from the Product_Catalog.xlsx file, the Product Catalog does not associate
Model and Version data with Company data. You cannot see these records in the Product Catalog console.
Back to top
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Back to top
-J
-J
-J
-J
BMC_AR_USER=<ARSystemAdminUser>
BMC_AR_PASSWORD=<ARSystemUserPassword>
BMC_AR_PORT=<ARSystemTCPPort>
BMC_AR_SERVER_NAME=<serverAlias>
For example:
-J
-J
-J
-J
BMC_AR_USER=Demo
BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
BMC_AR_PORT=0
BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
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4. Run the installer with the -i silent option. You must use an absolute path to the Options.txt file.
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To see if there are differences between two sets of objects, use BMC Remedy Migrator. To examine the different
objects so that you can understand whether to merge changes, use BMC Remedy Developer Studio.
To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a
Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network (
https://communities.bmc.com/communities/community/bmcdn).Back to top
Where documented
Configuring BMC Atrium Service Context for BMC Service Request Management
Crystal Reports
For additional instructions on configuring BMC Service Request Management, go to Configuring after installation.
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Note
The update to the multi-tenancy model is not supported if BMC Service Request Management is
installed by itself as a stand-alone product, or if BMC Service Request Management is installed on a
mixed-version stack.
For more information, see Installing and upgrading on a mixed-version stack.
4.4.5 Integrations
Service requests created by web services or custom integration methods are now subject to On Behalf Of (OBO)
rules. In earlier versions of BMC Service Request Management, OBO rules were applied only to requests
submitted through the Request Entry console. For example, you configured OBO rules so that managers could
open the Request Entry console and submit requests on behalf of employees.
In version 8.1, every service request is validated against OBO rules, except those created automaticallyfrom BMC
fulfillment applications (when an incident, change, or work order rule has the Create Service Request On Submit
option set to Yes).
If you are installing BMC Service Request Management for the first time, configure OBO rules before creating
your integrations.
If you are upgrading BMC Service Request Management, you must evaluate existing integrations to determine
whether you need to configure new OBO rules.
For more information, see Creating on-behalf-of definition rules, Integration methods, and
Request_Submit_Service.
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The Advanced menu is no longer available in the Work Order form. As of version 8.1, commands that were
listed under the Advanced menu are now available from the Functions menu. The View Service Request
command now includes the service request number, such as View REQ000000006315.
The After New Save option has been added to Work Order Console preferences. You can use this option to
specify whether the Work Order form opens in New mode (the default) or remains in Modify mode after
you submit a work order.
When a user requests a service, the Required Completion field in the Provide Information form is now
blank by default. In previous releases, this field defaulted to the same value as the Expected Completion
field. As in previous releases, this field is still optional.
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Found here in
Other information
The child topic for that service pack or patch under What's new
For issues corrected in the service pack or patch, sort the table in Known and corrected
issues by the "Corrected in" column
Placed in context throughout this space, but listed and linked to in Documentation updates
Found here in
What's new
Known and corrected issues
Issues corrected by the base release and its service packs and patches
Issues that are currently open
4.5.4 Guides
Where to find information previously provided in a guide or manual
Document title
Found here in
Installation Guide
Planning
Installing
Preparing for installation
Performing the installation
Installing silently
Uninstalling the BMC Service Request Management file system
Upgrading
Configuring after installation
Troubleshooting
Administration Guide
Key concepts
Business value
End-to-end process
User roles
Architecture
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Document title
Found here in
Adminstering
Getting started
Configuring navigational categories
Creating services
Creating application templates and application object templates
Creating process definition templates
Creating service request definitions
Configuring packages and entitlement
Configuring approvals for SRDs and requests
Working with surveys
Using the Service Request Designer
Setting up the Work Order Management application
Importing and exporting data
Working with the Request Entry console
Internationalization and localization
Creating and using advanced interface forms
User's Guide
Using
Using the Request Entry console
Using the Business Manager Console
Using the Service Request Coordinator Console
Fulfilling service requests
Communicating with users
Using reports
Administering
Making the application accessible for users with disabilities
Installing
Upgrading
Configuring after installation
Integrating BMC Remedy Identity Request Management
Key Concepts
Identity Request Management architecture
Managing the digital identity life cycle
Using
Using Identity Request Management Services
Administering
Configuring Identity Request Management
Troubleshooting
Troubleshooting Identity Request Management issues
Developing
Developer information for the Identity Request Management adapter
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Document title
Found here in
Performance and Scalability of 7.6.04 SP1 BMC Remedy IT Service Management Suite, BMC Service
4.5.6 Flashes
Flashes contained urgent information about product issues and are delivered after a product is released. On
docs.bmc.com this information is delivered in an "Urgent issues" topic, under What's new. If this topic does not
exist for a given product release, no urgent issues have been discovered for that release.
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5 Key concepts
This section introduces you to high-level concepts that you should understand before using BMC Service Request
Management.
Business value
End-to-end-process
User roles
Architecture
Calbro Services company example
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The following topics provide more information about the business value of BMC Service Request Management:
What is BMC Service Request Management?
About Service requests
Managing the digital identity life cycle
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In addition, support organizations do not always understand how much money is spent on service fulfillment or
its quality. They frequently do not know where requests are coming from, what types of requests they receive
most often, what their service goals are, and whether they are meeting those goals. BMC Service Request
Management helps Support organizations to understand customer expectations and how to fulfill them. BMC
Service Request Management can show the value that support organizations provide to the business by
demonstrating the actual cost of the services they offer and providing insight into the resources that are needed
to provide certain kinds of services.
Following are some of the benefits of using BMC Service Request Management:
Standardized catalog of requests A web user interface, users can review the available requests to which
they are entitled, submit requests, and see their status online. Requests are described in simple language,
not jargon. Service providers can set expectations by describing how much requests cost and how long it
takes to fulfill them. Most important, service providers can set clear expectations about when the requests
will be fulfilled.
Integration of request catalog with fulfillment processes Requests are transparently connected to
fulfillment processes and providers to ensure that service delivery is consistent and cost effective.
Tracking and management of requests from start to finish You can build and manage service targets for
the delivery of all requests through the entire life cycle of the request. For example, you can demonstrate
that a request for a new server will take four days to fulfill. You can make sure that request fulfillment is on
time and meets customer satisfaction. This tracking enables you to effectively manage customer demand,
your resources, and business costs.
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practices, Identity Request Management allows users and managers to access the identity information of
the enterprise and perform a number of tasks such as changing passwords, granting and removing access
rights, unlocking accounts, and enabling accounts.
Note
Identity Request Management provides only the BMC Identity Management adapter. Other adapters
might be available through BMC partners.
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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,
back-end 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.
The following topics are included in this section:
Service request life cycle
Service request status reasons
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Notes
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There is no mapping between the status of request generated on the Request Entry console and
the statuses of fulfillment application requests that the request generates.
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.
"From"
State:
"To"
State:
Draft
In
Review
Waiting
Approval
Pending
Initiated
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
Draft
Waiting
No
No
Pending
No
No
Yes
Initiated
No
No
No
Yes
In
Progress
No
No
No
Yes
No
Completed
No
No
No
Yes
(See Note)
No
Yes
(See Note)
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
Approval
Yes
No
Note
Service requests can transition from Completed to Pending or In Progress if the fulfillment application is
configured to allow this status transition.
Status reasons
Pending
Approval
Review
More Information
Completed
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Status reasons
Successful
Successful With Issues
Cancelled
By User
By Provider
Closed
Cancelled
Key questions
The test of the ability of an enterprise to effectively manage identities is whether an IT department can
confidently answer the following key questions:
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5.2 End-to-end-process
This section describes the end-to-end process for setting up the BMC Service Request Management system. This
involves setting up a catalog of requestable offerings from which your users can select and submit a service
request. Examples of services requests include:
Reporting issues with IT systems
Requesting changes to employee data
Setting up equipment, space, and accounts for new employees
The following topics are included:
Analyze
Set up the framework
Define services
Configure approvals
Configure assignments
Configure entitlements
What users see
5.2.1 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 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 employee's 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 SRDs.
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groups to ensure that the appropriate people have access to the forms. For more information, see Roles and
permission groups in BMC Service Request Management and User access to application consoles and functions.
You must also set up approvers in the People form. For more information, see Creating individual and group
approvers. Setting up approvers allows SRDs to be approved before they are made available to users on the
Request Entry console. After approvers are set up, you can set up an approval process for service requests from
users.
You must also configure the navigation categories for the services that you want to provide. For more
information, see Configuring navigation categories.
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You can define multiple steps for a process. For example, when you create a facilities request offering for
changing employee cubicles, you can define questions to gather information such as:
Requester's name, contact information, and current location
Location of the new cubicle
Configuration of the new cubicle
Required height for the desk
Number of chairs
You then map this information to the process that creates a change management record for fulfillment.
To fulfill the request, you can define processes for:
Setting up and configuring the new cubicle
Ordering the desk
Ordering the chairs
Each process can be further broken down into smaller steps. For example, the process of ordering a new desk
might involve:
Contacting the vendor to order the desk
Creating the purchase order
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Description
User
Submits service requests and issues through the Request Entry console
Provides feedback on Knowledge Base articles
Responds to request surveys
Business manager
Approves requests as the requester's manager, which is specified in Manager's Name field on the
More Details tab of the People form
Reviews the consolidated or individual status of service requests in the organization
Business analyst
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User role
Description
Monitors requests, creates requests on behalf of others, reviews request approval cycles, and
troubleshoots requests
Fulfillment provider
5.4 Architecture
BMC Service Request Management shares a common foundation with BMC Remedy IT Service Management
both applications are built on BMC Remedy Action Request System. BMC Service Request Management leverages
the foundational elements of the BMC Remedy IT Service Management Suite (for example, workflow, approvals,
task management, notification, and email). This integration platform simplifies and reduces the management
costs.
BMC Service Request Management also captures the relationships between catalog items and business service
definitions through its integration with the Atrium Service Catalog.
BMC Service Request Management ties into BMC Service Level Management so that request service targets are
rolled into comprehensive service level agreements and contracts.
BMC Service Request Management is integrated with the Change Management and Incident Management
features of BMC Service Desk. You can also integrate BMC Service Request Management with other third-party
applications.
BMC Service Request Management solution
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Calbro Services, a large, global company, is headquartered in New York City and publicly traded on the New York
Stock Exchange. The company has 27,000 employees in 240 offices located in 20 countries. The following table
describes key business services in Calbro Services:
Key business services
Service
Description
Online banking
WWW presence
Customer support
Mass marketing
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6 Planning
This section contains information about the following planning issues:
BSM environment recommendations
Roles and permission groups in BMC Service Request Management
Sample data SRDs
For more information about planning for your installation, including compatibility and system requirements, see
Planning in the BMC Remedy IT Service Management Suite online documentation.
application stack of specific releases and verifying that they work together to demonstrate key use cases. The
BMC Remedy IT Service Management suite, version 8.1, was certified with BSM Interoperability 8.5.1 SP 2 and
some earlier releases of the application stack.
This section lists the products and applications tested in BSM Interoperability 8.5.1 SP 2. For more information
such as a certified installation order, see the documentation for that release.
Application stack
The following products and applications have been validated in BSM Interoperability 8.5.1 SP 2:
Atrium products
Cloud products
Service Operations - Application Program Management products
Service Operations - Data Center Automation products
Service Operations - Proactive Operations products
Service Support products
Compliance pending
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The patch levels listed were the latest versions available at the time of testing. Patches are cumulative and
backwards compatible except where noted in the release notes, so you can use later patch levels except in those
cases. Required patches are available on the BMC Customer Support website at http://www.bmc.com/support.
To obtain necessary hotfix files and for more information about hotfixes, contact BMC Customer Support.
Version numbers marked with an asterisk (*) indicate product versions that are different than what is included in the listed suite.
Atrium
Solution or
suite
Product name
Version
BMC
Dashboards
and
Analytics
Suite 7.6.04
BMC Analytics
for Business
Service
Management
7.6.04
platform
BMC Atrium
Core:
7.6.04
BMC
Atrium
CMDB
BMC
Atrium
Integrator
Product
Catalog
Service
Catalog
Atrium
Web
Services
Service Pack
or patch
Function
The BMC Analytics for Business Service Management (BMC Analytics for BSM)
application provides out-of-the-box interactive reporting and analysis that enables
technical and non-technical users to quickly examine data for trends and details
associated with how IT is supporting business services and goals.
SP 2
+ hotfix
(Normalization
Engine)
BMC Atrium
Discovery and
Dependency
Mapping
8.3
BMC
Dashboards
and
Analytics
Suite
BMC
Dashboards for
Business Service
Management
7.6.03
The BMC Dashboards for Business Service Management (BMC Dashboards for BSM)
application provides highly interactive, timely access to key service support metrics to
help IT management optimize decisions and accelerate the alignment of IT with
business goals.
BMC
Remedy IT
Service
Management
BMC Service
Level
Management
7.6.04
SP 1 + hotfix
7.6.04
SP 1
The BMC Service Level Management application enables a service provider, such as an
IT organization, a customer support group, or an external service provider, to formally
document the needs of its customers or lines of business by using service level
agreements, and to provide the correct level of service to meet those needs.
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Solution or
suite
Product name
Version
Service Pack
or patch
BMC IT Business
Management
Function
BMC IT Business Management provides IT leaders visibility into costs, activities, assets,
resources, and suppliers to effectively manage the IT business and ensure business
alignment.
Cloud
Solution or suite
Product name
Version
Service
Pack or
Function
Patch
BMC Cloud
BMC Cloud
Lifecycle
Management
Lifecycle
Management
2.1.00
SP1 +
hotfix
Catalog that defines service offerings, a self-service console for procuring resources, and
cloud management capabilities.
2.1.00
BMC Cloud Lifecycle Management compatibility with BMC Atrium SSO is pending. BMC Cloud Lifecycle Management is targeting a
future release for full compatibility with BMC Atrium SSO. See SW00416103.
Product name
Version
Service
Pack
Function
or
Patch
BMC
ProactiveNet
3.9.00
Performance
Management
8.6.20
Product name
Version
Service
Pack
or
Patch
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Automation
Suite
8.1.03
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
Application
Release
Automation Enterprise
8.1.03
BMC BladeLogic Application Release Automation automates the long list of discrete tasks
needed to deploy Web applications and dramatically simplifies the process, making it easier
and less expensive for organizations to leverage Web application server technology.
8.1.02
Function
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Edition
BMC
Application
Release
Automation Standard
Edition
BMC
BMC Atrium
7.6.01.04
Delivers workflow-based process templates, with which customers can rapidly adapt and
BladeLogic
Automation
Orchestrator
Platform
deploy functional design to ensure consistent and appropriate, policy-based response across
the enterprise.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC Atrium
Orchestrator
Content
Installer
7.6.05.01,
Cloud AR
2.1.00
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Client
Automation
8.2.00 **
NA
BMC
BladeLogic
Client
Automation
Discovery
Integration for
CMDB
8.2.00
Integrates discovered configuration data with the BMC Remedy IT Service Management suite
of products. This integration enables you to use BMC Remedy Asset Management, BMC
Remedy Change Management, BMC Remedy Incident Management, and BMC Remedy
Problem Management to access accurate, real-time information about IT infrastructure
components across your enterprise.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Decision
Support for
Network
Automation
8.1.03***
A web-based reporting and analytics tool, used together with the BMC BladeLogic Network
Automation solution to provide extensive reporting capabilities based on the network
devices you manage.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Decision
Support for
Server
Automation
8.1
SP 3
A web-based reporting application that provides extensive report capabilities related to your
data center servers that are managed by BMC BladeLogic. BMC Service Automation
Reporting and Analytics uses rich data warehouse schema and dimensional modeling
principles to access and report on historical data captured by BMC BladeLogic.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Integration with
Atrium
8.1
SP 3
Suite 8.1.03
BMC
BladeLogic
8.1.03
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Automation
Suite 8.1.03
BMC
BladeLogic
Network
Automation
BMC
BladeLogic
BMC
BladeLogic
Automation
Suite 8.1.03
Server
Automation
8.1.03
Acts as a platform for the management, control and enforcement of configuration changes
in the data center.
** 8.2.00.001 is required if using BMC BladeLogic Client Automation for discovery for software license management use cases.
*** Requires BOXI 4.0 on a separate server.
Product name
Version
suite
Service
Function
Pack
or
Patch
BMC
BMC Capacity
ProactiveNet
Performance
Management Capacity
Management
8.6.20
Optimization
BMC
ProactiveNet
BMC Portal,
including the
Performance
Management
following modules:
8.6.20
4.5
SP1
Automatically analyze, forecast, and optimize performance and capacity across all
resources (IT and business) and environments physical, virtual, and cloud.
2.9.10*
BMC
Performance
Manager
Portal 2.9
(with
PATROL
3.9.00)
BMC
ProactiveNet
Performance
Management
8.6.20
BMC ProactiveNet
Core
BMC ProactiveNet
Performance
Management
Reporting
8.6.02
BMC
ProactiveNet
Performance
BMC Transaction
Management
Application
3.9.00
SP 1
(Core)
8.6.02
(no SP)
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Management
8.6.20
Response Time,
either
Infrastructure
Edition or Service
Level Edition
BMC
Integration for
ProactiveNet
Performance
BMC Remedy
Service Desk
8.6.02
Provides the integration from certain Service Assurance products to BMC Remedy IT
Service Management.
Management
8.6.20
BMC Service
Impact
Management
(backwards
compatibility
testing)
7.4
Service Support
Solution or
suite
Product name
Version
Service
Pack
or
Patch
Function
NA
7.6.04
SP 2
BMC
Remedy IT
Service
Management
Suite 7.6.04
7.6.04
SP 2
The BMC Remedy Asset Management application lets IT professionals track and
manage enterprise CIs - and their changing relationships - throughout the entire CI
lifecycle.
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Problem
Management
BMC
Remedy IT
Service
Management
Suite 7.6.04
7.6.04
SP 2
Allows users to author and search for solutions in a knowledge base. It includes a
comprehensive editor with extensive editing tools and a robust search engine that
allows users to search for solutions using natural language or Boolean searches.
BMC
Remedy IT
Service
Management
Suite 7.6.04
7.6.04
SP 2
Allows IT to define offered services, publish those services in a service catalog, and
automate the fulfillment of those services for their users.
Windows
Linux
SQL Server
Oracle
Tomcat
Java
Apache
NA
N-
Y - agent
Y - agent
NA
NA
NA
Automation 8.1.02
agent
only
postgresql manager
postgresql manager
N - MySQL
N - MySQL
N - vApp
NvApp
NA
NA
NA
NA
NA
NA*
NA
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Infrastructure stack
The infrastructure stack represents the foundational components for the BSM Reference Stack applications. You
can choose to standardize on either the Windows or the Linux stack requirements.
These guidelines do not represent the only possible infrastructure for BSM applications. Specific infrastructure
requirements can be found in product documentation.
Infrastructure Stack components
Component
Windows
Linux
OS
Database
Application server
Web server
Reporting engine
Java (JDK/JRE)
JDK/JRE 1.6.0_20*
JDK/JRE 1.6.0_20*
Application stack
BSM Interoperability 8.5.1 contains a detailed listing of the applications verified in this release, with the exception
of the following application, which is not part of the BSM Reference Stack:
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Permission groups
Console
Support
staff
member?
Requester
(end-user)
Request Entry
No
Business
manager
Business Manager
Business
Manager
Console
Approval
Console
Overview
Console
Yes
BMC Service
Request
Management
application
administrator
SRM Administrator
ASE Administrator (optional)
Task Administrator (optional)
Work Order Config (optional; access to work order rules, task templates, and work order templates)
Application
Administration
Console
Overview
Console
No
Service catalog
manager
Service
Catalog
Manager
Console
Service
Request
Designer
Overview
Console
Optional
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User role
Permission groups
Console
Support
staff
member?
Business
Business Analyst
Service
analyst
Request
Designer
No
Overview
Console
Service request
coordinator
Service
Request
Yes
Coordinator
Console
Request Entry
console
Approval
Console
Overview
Console
Fulfillment
provider
Work Order
Console
Overview
Console
Yes
Work order
manager
Work Order Master (submit, modify, and search for all work orders; does not need membership in a
support group)
or
Work Order User (submit and search for all work orders; modify work orders within the user's own
support group)
Work Order
Console
Overview
Console
Yes
Work Order
Console
Overview
Console
Yes
Work Order
Console
Overview
Console
Yes
Notes: A high-level manager might be assigned Work Order Master permissions, while managers of
individual support groups might be assigned Work Order User permissions.
Give work order managers the Work Order Manager functional role so that they can be designated
as the manager or assignee for work orders. Assignment is made in the Request Manager field or
Request Assignee field in the Work Order form. See Application Functional roles.
Work order
assignee
Work Order User (submit and search for all work orders; modify work orders within the user's own
support group)
or
Work Order Master (not recommended)
Note: Asset Viewer permission is required and is automatically granted with Work Order User and
Work Order Master permissions. However, in a mixed-version stack environment, the Asset Viewer
permission is not automatically granted with Work Order User permission. Therefore, you must
explicitly grant the Asset Viewer permission along with Work Order User permission.
Give work order assignees the Work Order Assignee functional role so that they can be designated
as the assignee for work orders. Assignment is made from the Request Assignee field in the Work
Order form. See Application Functional roles.
Work order
viewer
Work Order Viewer (view and search for work orders; submit work log entries; cannot modify work
orders)
Work Order Submitter (submit, modify, and search for work orders assigned to self)
Yes
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User role
Permission groups
Console
Support
staff
member?
Work order
Work Order
submitter
Console
Overview
Console
Note
If you install BMC Service Request Management in an environment that ran an earlier version of a BMC
Remedy ITSM suite application (BMC Asset Management, BMC Service Desk, or BMC Change
Management), the Request component is replaced with BMC Service Request Management.
IT Customers that use the Request Entry form to submit requests do not need specific permissions. The
permissions listed in the following table are for administrating the BMC Service Request Management application
and working with Requests and Work Orders:
BMC Service Request Management user permissions
Permission
Description
Application
user
license
type
Business
Analyst
Users with Business Analyst permission can perform the following functions:
None
Create Service Requests Definitions (SRD) using the Service Request Designer
View and update SRDs created by this user (the user cannot view SRDs with a status of Cancelled or Expired)
Recommendation: Grant these permissions to individuals performing the role of a Business Analyst (that is, a
liaison between the IT customers and IT support).
Business
Manager
Users with Business Manager permission can manage the following service requests using the Business Manager
console:
None
View requests
Add additional information to a request
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Permission
Description
Application
user
license
type
Cancel requests
Review the approval cycle of requests
Run reports
Recommendation: Grant these permissions to individuals performing the role of a Business Manager
responsible for managing user requests. Their activities and responsibilities include monitoring the current
number of open and late requests, approving requests, running request reports, and examining request trends.
Entitlement
Administrator
Users with Entitlement Administrator permission can perform the following functions:
None
Request
Catalog
Manager
Users with Request Catalog Manager permission can perform the following functions:
None
Create Service Requests Definitions (SRD) using the Service Request Designer
View and update SRDs using the Service Request Designer
Manage (create, update and delete) SRDs and Process Definition Templates (PDTs) using the Service Catalog
Manager console.
Note: Users with these permissions have access to the Service Requests Definition and Process Definition forms
accessible from the console. They can import and export SRDs and PDTs using the Import Export console.
Recommendation: Grant these permissions to individuals performing the role of a Service Catalog Manager
responsible for defining SRDs and PDTs (the fulfillment process definitions within the service catalog). Service
Catalog Managers work closely with business relationship managers (liaisons between the business and IT) to
build and implement the requests from the business.
Service
Request User
Users with Service Request User permission can perform the following functions:
None
SRM
Administrator
Users with SRM Administrator permission can perform functions that span the following two components:
None
SRM Configuration
Advanced settings, configure:
General Application settings
Advanced Interface data
Service Request preferences
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Permission
Description
Application
user
license
type
Work Order
Config
Users with Work Order Config permission can perform functions that span the following two components:
None
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Permission
Description
Application
user
license
type
Work Order
User
Users with Work Order User permission can create, manage and fulfill Work Orders that are assigned to their support
group from the Work Order console .
None
Notes:
To receive a work order assignment:
Managers must have the functional role of Work Order Manager
Assignees must have the functional role of Work Order Assignee.
Asset Viewer permission is required, and is automatically granted with the Work Order User permission, in a
single-version stack environment. In a mixed-version stack environment, the Asset Viewer permission is not
automatically granted with Work Order User permission. In this type of environment, you must explicitly grant
the Asset Viewer permission along with Work Order User permission.
Work Order
Master
Users with the Work Order Master permission can submit, modify, and search for all work orders within their company.
They also have access to the Product Catalog console.
None
Recommendation: Limit the use of these permissions to individuals who manage and work with the Work Order
fulfillment process.
Work Order
Viewer
Users with Work Order Viewer permission can perform the following functions:
None
Work Order
Submitter
Users with Work Order Submitter permission can submit, modify, and search for work orders assigned to themselves.
None
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Unknown
user
Registered
user (in the
Service
request
People form)
user
Business
manager
Entitlement
administrator
Request
Catalog
SRM
administrator
Business
analyst
manager
Consoles
Request Entry console
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No
No
Yes
No
No
No
No
No
No
Yes
No
No
No
No
No
No
No
No
No
No
Yes
No
No
No
No
No
No
No
Yes
No
Yes
No
No
No
No
Yes 1
No
Yes
No
No
No
No
No
No
Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No
Yes
Yes
No
No
No
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No
No
No
Yes
Yes 2
Yes
No
Create reports.
No
No
Yes
Yes
No
Yes
No
No
No
No
No
No
No
No
Yes
No
No
No
No
No
No
Yes
No
No
No
No
No
No
No
Yes
No
No
No
No
No
No
No
Yes
No
No
No
No
No
No
No
Yes
No
Yes
No
No
Yes
No
No
No
Yes
No
Functions
Create, modify, close, reopen, or cancel
service requests. View broadcasts and
access surveys.
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The following table describes the functional roles defined in the application:
BMC Service Request Management functional roles
Functional
role
Purpose
Request
Approver
Identifies support people in Support groups as service request approvers. If a support group has been defined to approve service
requests, this role must be granted to at least one individual in the group so he or she can approve service requests.
SRD
Approver
Identifies support people in support groups as Service Request Definition (SRD) approvers. If a support group has been defined to
approve SRDs, this role must be granted to at least one individual in the group so he or she can approve SRDs.
Work
Order
For users with Work Order User permissions, grants full access to work orders that are assigned to the user's group. You typically relate
the Work Order User permission to this role, but you can also relate the Work Order Master permission. Users with this role can be
Assignee
designated as the assignee for work orders. Assignment is made in the Request Assignee field in the Work Order form. See Work order
assignee and Roles and permission groups in BMC Service Request Management.
Work
Order
Manager
For users with Work Order User permissions, grants full access to work orders that are assigned to the user's group. You can relate the
Work Order Master or Work Order User permission to this role. Users with this role can be designated as either the manager or assignee
for work orders. Assignment is made in the Request Manager field or Request Assignee field in the Work Order form. See Work order
manager and Roles and permission groups in BMC Service Request Management.
SRD title
Business analysis
Incident order
Request a report
Work order
Work order
Work order
Work order
Disable email
Work order
Work order
Work order
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Service category
Facilities
SRD title
Report spam
Incident order
Building problem
Incident order
Incident order
Ergonomic assessment
Work order
Office move
Work order
Work order
Other move
Work order
Work order
Incident order
Incident order
Work order
Request catering
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Incident order
Incident order
Work order
Work order
Change order
Work order
Work order
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Service category
Finance
Human resources
Internet acess
Network
SRD title
Change order
Work order
Payroll question
Work order
Work order
Work order
Work order
Work order
Work order
Change 401K
Work order
Change healthcare
Work order
Work order
Employee termination
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Incident order
Internet connectivity
Work order
Incident order
Accessing system
Incident order
Work order
Work order
Work order
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Service category
Personal computing
Personal productivity
SAP basis
Service management
SRD title
Incident order
Work order
Incident order
Work order
Incident order
Replace component
Work order
Work order
Work order
Work order
Work order
Work order
Work order
Change order
Remove software
Work order
Work order
Work order
Software issue
Incident order
Work order
Work order
Change order
Work order
SAP issue
Incident order
Work order
Work order
Work order
Work order
Work order
Incident order
Work order
Work order
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Service category
Telecommunications
SRD title
Incident order
Work order
Work order
Incident order
Work order
Work order
Work order
Work order
Incident order
Incident order
Incident order
Incident order
Work order
Work order
Work order
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Related topic
Importing data from the Import Export Console
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7 Installing
This section provides the following information about installing BMC Service Request Management:
Preparing for installation
Performing the installation
Installing and upgrading on a mixed-version stack
Installing silently
After installing the application on a stack other than 8.1.00
Uninstalling the BMC Service Request Management file system
See the BMC Remedy IT Service Management documentation for end-to-end processes for the following
installation upgrade paths:
Installing the BMC Remedy ITSM Suite
Installing BMC Remedy IT Service Management in a server group
Recommendation
Before you install the product, you should review and understand the entire installation process.
Note
To avoid installation problems, consider installing only one version of BMC Service Request Management
on your computer.
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Note
To avoid installation problems, consider installing only one version of BMC Service Request Management
on your computer.
Step
Operation
Comments
The compatibility information listed in the product documentation is subject to change. For the latest, most
complete information about what is officially supported, see the compatibility matrix at
http://www.bmc.com/support.
Management is
compatible with your
system.
2
BMC does not support platforms that are no longer supported by the vendor. Carefully read the system
requirements for your particular operating system, especially the patch requirements.
If you are installing AR System, BMC Atrium CMDB, or any supporting BMC Remedy ITSM applications, read the
information about their system requirements carefully (for example, prerequisites for your underlying database)
before you start installing BMC Service Request Management. Ensure that the BMC Remedy AR System server
meets the minimum hardware requirements described in AR System hardware requirements Installing
applications onto an underpowered server can result in unexpected system behavior, which can include
installation errors, slow response time, and sudden application stoppages.
For updated installation prerequisites, including BMC Remedy AR System server and application patches, see
http://www.bmc.com/support.
Do not skip this important step, which enables you to restore BMC Remedy AR System to its preinstallation state
if you encounter problems.
Add the BMC Remedy AR System server license immediately after the BMC Remedy AR System installation.
Then, add the BMC Atrium Core application licenses. (The Atrium Integration Engine and Atrium CMDB licenses
are automatically added by the BMC Atrium CMDB installer.) Then, proceed with the BMC Atrium CMDB
installation.
Install the Approval Server before installing BMC Asset Management or BMC Change Management. If you are
installing multiple BMC Remedy ITSM applications, install the Approval Server only once.
Install the Assignment Engine before installing BMC Remedy ITSM applications. If you are installing multiple
BMC Remedy ITSM applications, install the Assignment Engine only once.
1. If not already
installed, install the
following products:
BMC Remedy
Action
Request
System (AR
For more information, see Planning BMC Remedy AR System installation in an enterprise environment and the
BMC Atrium Core installation documentation.
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Step
Operation
Comments
System)
server
BMC Remedy
Approval
Server
BMC Remedy
Assignment
Engine
2. Add the BMC
Remedy AR System
server license.
3. Install BMC Atrium
CMDB and BMC
Product Catalog.
(The installer
automatically add
its licenses.)
4. Add the
BMC:Financial
Mgmt Application
license (for
Foundation).
If you want to enable full text search (FTS), add an FTS license. For information about licensing, see Application
licenses.
You might have operating system configuration issues in you install directly from a DVD. In some cases, the DVD
mount causes long file names from the DVD to fail.
10
11
12
Note: If you previously installed any BMC Remedy ITSM applications, install the latest patches before you install
BMC Service Request Management.
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Step
Operation
Comments
13
Perform post-installation
activities.
Note
You must know the actual login credentials to a server or database to complete installations. BMC
installers are not integrated with Atrium Single Sign-On, SSL, or other authentication methods to
authenticate users. For example, you cannot use a smart card scan to authenticate a user to perform
installations of BMC products.
Tip
The columns and rows in the Microsoft Excel spreadsheet are formatted so that each sheet prints
cleanly in landscape format.
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Note
If you do not know your user ID and password for the site, contact BMC Customer Support.
The installation program includes the latest service packs and patches. If you just installed the product for the first
time, you do not need to apply service packs or patches before you begin using the product. When new service
packs and patches are released, you will perform an upgrade of the product to apply the latest changes. You can
find information about service packs and patches under What's new.
1.
BMC Service Request Management 8.1.01
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Note
On Microsoft Windows computers, ensure that the directory is only one level into the directory
structure. The EPD package creates a directory in the temporary directory when you extract the
files, and the directory that contains the installation image should not be in a directory deeper
than two levels into the directory structure.
2. Go to http://www.bmc.com/available/epd.html.
3. At the logon prompt, enter your user ID and password, and click Submit.
4. On the Export Compliance and Access Terms page, provide the required information, agree to the terms of
the agreements, and click Continue.
5. If you are accessing this site for the first time, create an EPD profile to specify the languages and platforms
that you want to see, per the EPD site help; otherwise, skip to step 6.
6. Verify that the correct profile is displayed for your download purpose, and perform one of the following
actions:
If you are downloading files for a product installation or service pack, select the Licensed Products
tab.
If you are downloading files for a patch, select the Product Patches tab.
7. Locate the BMC Remedy IT Service Management Suite.
8. Locate the version you are installing, such as BMC Remedy IT Service Management Suite 8.1, and expand its
entries.
9. Select the check boxes next to the installation files, documentation, and (if available) associated
prerequisites and technical bulletins, that you need to download. For example: BMC Remedy AR System
Server to show the available versions.
10. Click Download (FTP) or Download Manager:
Download (FTP) places the selected items in an FTP directory, and the credentials and FTP
instructions are sent to you in an email message.
Download Manager enables you to download multiple files consecutively and to resume an
interrupted download if the connection drops.
This method requires a one-time installation of the Akamai NetSession client program on the target
computer and is usually the faster and more reliable way to transfer files. A checksum operation is
used to verify file integrity automatically.
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Database recommendations
Before you install the BMC Remedy IT Service Management, prepare your database correctly, as described in the
following topics:
Preparing to install on a Unicode database
Configuring Microsoft SQL Server
Configuring Oracle databases
Configuring IBM DB2
Configuring Sybase databases
Configuring databases that are not configured to extend automatically
To avoid a decline in the BMC Remedy AR System server performance, BMC recommends the following:
Do not use a firewall between the AR System server and database tiers. This can impact performance
significantly.
When possible, set up a high-speed backbone between the AR System server and the database server.
If using Ethernet, install the BMC Remedy AR System server and the database server on a separate switched
network that is isolated from other network traffic.
Avoid putting a wide-area network between the AR System server and the database server.
Make sure that each network device between the AR System server and the database server is
communicating at the maximum bandwidth.
If you are planning to install CMDB or ITSM applications in addition to BMC Remedy AR System, the
following minimum space is required:
2 GB for the data file
1 GB for log and temp files
When installing more than one ITSM application, add 2 GB to the data file and 100 MB to the log file
size for each additional application. BMC recommends at least 2 GB of disk space for the database.
Depending on the number of records your system handles and the specific type of database you are
using, however, you might need more than this. If you do not have 2 GB or more before beginning
the installation, you might run out of free space during installation. As the transaction log fills up, the
BMC Remedy AR System suspends operation. When the transaction log is completely full, the BMC
Remedy AR System writes a message to the BMC Remedy AR System error log and the installation
terminates.
Note
In BMC Remedy AR System 8.1, the installer displays a warning message indicating
the required space for additional installation of CMDB or ITSM applications.
BMC Service Request Management 8.1.01
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If the transaction log fills during the installation and the installation fails, clear the
transaction log, and then increase the size of the transaction log before reinstalling
the product.
Note
A common issue is that a router's Auto Negotiate option can incorrectly set the router to 10 MB Half
Duplex. NICs, routers, and other network devices then agree on the fastest speed to communicate
together, but that speed is usually too slow. To remove this variable, if all the network devices can
communicate at 1 GB Full Duplex, set them as such, and disable the Auto Negotiate option on the router.
For technical assistance on installing your database, contact the database vendor.
BMC highly recommends that you review Performance tuning for BSM for other recommendations
about tuning your Oracle database in preparation for performing this upgrade. This section includes
recommendations for:
Small, medium, or large Oracle databases
Cursor sharing
Cost-Based Optimizer
CLOB storage
Case-insensitivity
Diagnostics
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Note
For each additional product, add at least 2 GB to the data file size.
Suggested value
arsys
2000
artmpf
500
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Description
NLS_LANG
(Windows)
Specifies globalization settings. For information about NLS_LANG and its usage, see the following notes from Oracle:
LANG (UNIX)
ORACLE_HOME
Points to the directory where the Oracle client is installed. Use this value: $<ORACLEHOMEDirectoryPath>
144808.1, 227330.1, 260192.1. If you are using the Oracle Instant Client, see step 14.
Note
The installer accepts the ORACLE_HOME path as a user input on UNIX.
If you are using the Oracle Instant Client, see step 14.
(For Windows) Points to the bin directory of the Oracle client. For example, C:\oracle\product\10.2.0\client_1\bin. The
bin directory contains the path to the Oracle binary files. Add the following value to the PATH:$ORACLE_HOME/bin
PATH
Note
If you are using multiple versions of Oracle, make sure that the entry for the version you want to use appears
before the others.
14. When using the Oracle Instant Client, complete the following steps:
a. When installing the Oracle Instant Client, choose Administrator as the installation type. (For more
information, see your Oracle database documentation.)
b. Set the system path to the folder where the Oracle Instant Client is located on the local computer.
c. Set the ORACLE_HOME system variable to point to the folder where the Oracle Instant Client is
located on the local computer.
d. Set the TNS_ADMIN system variable to point to the folder where the correct tnsnames.ora file is
located.
Note
By default, the Oracle Net Services configuration files are located in the
OracleHome\network\admin directory. To change the default location, you can set the
TNS_ADMIN environment variable to the appropriate value (for example,
OracleBase\OracleHome\test\admin). The AR System suite installer accepts the value of the
Database Client Home Path field only for UNIX installations. If the installer does not find the
tnsnames.ora file in dbClientHomePath\network\admin or in the directory specified in
TNS_ADMIN, it prompts you to enter the path in the AR System Server Database
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Information panel. If you provide a valid path, the installer sets the TNS_ADMIN
environment variable in the arsystem.sh script. The installer accepts your input and sets the
value for TNS_ADMIN only if you have Read permissions on the tnsnames.ora file.
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Add the following line to the ar.cfg file (Windows) or ar.conf file (UNIX) if cursor_sharing is set to
FORCE:
Oracle-Cursor-Sharing: FORCE
Add the following line to the Oracle initialization file:
CURSOR_SHARING: FORCE
For more information, see the Oracle's Cursor Sharing for BMC Remedy Products white paper on the
Customer Support website at: http://www.bmc.com/support.
19. Oracle has a limitation with cursor sharing and case insensitivity. With the Db-Case-Insensitive and
Db-Functional-Index parameters,
Oracle does not properly use the indexes if cursor sharing is set to FORCE. Therefore, even though FORCE
is recommended with normal case sensitivity, if you want to use case insensitivity, use EXACT. For more
information, see the descriptions for Db-Case-Insensitive and Db-Functional-Index in ar.cfg or ar.conf
options: C-D.
Note
If you are using a RAC or ASM Oracle database, you must create tablespaces before installing BMC
Remedy AR System. For more information about creating tablespaces in RAC or ASM databases, refer to
your Oracle documentation.
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3.
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grant alter session, create cluster, create database link, create sequence, create session
5. Grant the role to the user. For example:
grant ARole_arsys to aradmin;
go
Related topics
Preparing to install on a Unicode database
Tips to remember
Purge the transaction log frequently to prevent it from filling up during installation.
Back up the SQL Server log files, and then change the SQL Server Transaction Logging mode from FULL to
SIMPLE.
If the database is not configured to extend automatically, make sure that you have set the following:
Set the BMC Remedy AR System data file size to 1 GB or greater; BMC Software recommends at least
2 GB. If you are planning to install CMDB or ITSM applications in addition to BMC Remedy AR
System, add 2048 MB to the data file for each additional application.
Set the log file size to 1 GB or greater. If you plan to install CMDB or ITSM applications in addition to
BMC Remedy AR System, add 2048 MB to the data file for each additional application.
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Note
BMC recommends that you set the value of the Next-ID-Block-Size: Server option in the
ar.cfg or ar.conf file to 100.
Note
During the installation, you are required to declare table sizes. This enables you to pre-size the
data files to improve application performance.
6. Make sure that your database can accept network communication with the parameters entered in the
installation.
The network communication will use ODBC and be able to recognize your ODBC data source.
To optimize Microsoft SQL Server 2005 (or later) after you finish installing or upgrading the AR System
server
Important
Perform these tasks immediately after you complete the AR System server installation or upgrade and
before you install any other BMC applications (for example, BMC Atrium Core).
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If you are using Microsoft SQL Server 2005, make sure you have installed the most current Service Pack.
1. Stop the AR System server to ensure that all connections to the AR System database are closed.
2. (For a server group or a shared database) Stop all the AR System instances.
3. Set the following SQL Server forced parameterization and SNAPSHOT isolation parameters:
ALTER DATABASE ARSystem SET PARAMETERIZATION FORCED
ALTER DATABASE ARSystem SET READ_COMMITTED_SNAPSHOT ON
For example:
alter database ARSystem set recovery simple;
alter database ARSystem set single_user with Rollback immediate;
alter database ARSystem set READ_COMMITTED_SNAPSHOT ON;
alter database ARSystem set multi_user;
alter database ARSystem set PARAMETERIZATION FORCED;
4. Verify the values by issuing the following command:
SELECT is_read_committed_snapshot_on FROM sys.databases where name = 'ARSystem'
Note
Create the folder (for example, c:\data, before you pre-create the database. Otherwise, the database
creation fails.
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1.
use tempdb
2. Create a database, for example:
Related topics
Using Microsoft SQL Server with BMC Remedy AR System
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Note
As of version 8.1 of the BMC Remedy IT Service Management Suite, your DB2 database server must be at
version 9.7 or later to upgrade the BMC Remedy ITSM Suite. If you are unable to upgrade your DB2
database server, refer to the instructions provided in the BMC Remedy ITSM documentation.
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3.
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Note
For information on the supported DB2 client library versions, see the compatibility matrix (
Checking system requirements and supported configurations).
Note
For naming restrictions, check your database vendor documentation.
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13. For a Unicode DB2 installation, make sure that the DB2CODEPAGE variable is set to 1208.
On Microsoft Windows, for example, enter the following command from the DB2 command window:
db2set DB2CODEPAGE=1208
Note
The DB2CODEPAGE setting is part of the database client libraries. Make sure that this setting is
correct on the computer where the BMC Remedy AR System is running, which might be different
from the computer where the database is located.
For more information about the syntax and usage of DB2 commands, see the IBM DB2 documentation.
Note
The new operating system user account must have the Log on as Service rights.
2. For BMC Remedy AR System root installations or BMC Remedy AR System installations performed by a user
who is not a database instance administrator, make the user a member of the following groups, which are
created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
3. Give the user privileges to the following folders:
/etc/arsystem (Write permission)
/tmp (Write permission)
/opt/bmc/ (Write permission)
User-defined installation directory (Write permission)
/usr/sbin/slibclean (Execute permission on AIX platforms)
/tmp or /var/tmp or /usr/tmp (Write permission, depending on the operating system)
If the IATEMPDIR variable is set during the installation, make sure that the user has permission to the
appropriate file.
a. If you are migrating the DB2 database or instance to a different computer or environment, provide
privileges for the BMC Remedy AR System database user to the tablespace.
For example:
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a.
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Important
This DB2 user must have database creation privileges. Database access privileges are not
sufficient.
b. For BMC Remedy AR System root installations or BMC Remedy AR System installations performed by
a user who is not a database instance administrator, make the user a member of the following
groups, which were created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
c. If you are migrating the DB2 database or instance to a different computer or environment, provide
privileges for the BMC Remedy AR System database user to the tablespace.
For example:
d.
BMC Service Request Management 8.1.01
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d. Catalog the database from the DB2 client using a command-line processor.
The catalog command syntax is:
db2 catalog tcpip node
For example:
db2 catalog tcpip node arsdbname remote servername.abc.com server 50000
For more information, see your DB2 documentation.
e. Confirm that the remote DB2 connections are correct.
After the remote connection is configured, create a DB2 database on the remote database server
and from the client computer DB2 prompt. Then, enter:
db2 connect to <databaseName>
<databaseName> is the name of the underlying database (for example, arsystem).
f. Log in as the user (for example, bmcuser1) on the remote computer, and start the installation.
During the installation, enter the same user name (for example, bmcuser1 in the AR Database Login
field in the AR Database panel.
Creation of a 32 KB tablespace
On a DB2 database, a 32 KB tablespace is created as a System Managed Storage (SMS) on new and overwrite
installations of the BMC Remedy AR System server.
The 32 KB tablespace is added during a BMC Remedy AR System installation as follows:
During a new installation, a 32 KB tablespace is created in the background with the name given for the
regular tablespace but concatenated with _32kb.
For example, if the tablespace name is ARSystem for the BMC Remedy AR System server, an additional
tablespace with a 32 KB page size is created and named ARSystem_32KB.
During an overwrite installation, the underlying database is dropped and a new database and tablespace
are created as they are for a new installation.
During an upgrade from version 7.1.00 to 8.1, the installer checks for the Form: AP:Rule Definition form
entry and, on the underlying database, validates the availability of the 32 KB tablespace that is listed in the
clause. If the 32 KB tablespace is present, the upgrade continues successfully. If it is not present, the
installer creates a 32 KB tablespace similar to the one described for a new installation and continues the
installation.
Note
When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary tablespace with 32K
pagesize are automatically created as they are required by the installer.
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If you select to install the Approval Server, the installer adds the Approval Server Form: AP:Rule Definition form
entry and its clause with the newly created 32 KB tablespace to the ardb.cfg (ardb.conf) file. (The existence of this
file is validated, and if it is not present when you install the Approval Server, the file is created. The Form: AP:Rule
Definition form entry is also validated to make sure that the clause contains the correct 32 KB page size
tablespace name.)
Pre-creating a database
If you do not have DBA privileges, your database administrator must create an empty database so that you are not
asked for database information during the installation.
Note
You must pre-create the database with the same Database Login ID that is used as a value for the BMC
Remedy AR System Server DB Login ID installation parameter during the database installation. (For
example, ARAdmin).
5.
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CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY DATABASE USING (FILE '
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY DATABASE USING (FILE '/dat
Create System Managed Storage (SMS) tablespaces using the 16K pagesize bufferpool created in
step 4.
For example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY SYSTEM USING ('artmp')
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY SYSTEM USING ('ardata') ex
[dropped table recovery off]
The container (artmp or ardata) can be an absolute or relative directory name.
6. Create SMS tablespaces using the 32K pagesize bufferpool created in step 4.
For example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01_32KB pagesize 32k MANAGED BY SYSTEM USING ('artmp_3
CREATE REGULAR TABLESPACE ARSystem_32KB pagesize 32k MANAGED BY SYSTEM USING ('ARSys_32KB'
Note
When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary tablespace with 32K
pagesize need to be created as they are required by the installer.
Note
The Dropped Table Recovery Off option can improve performance but it means that you cannot
recover a table if it is accidentally dropped.
<DB2DatabaseUserLoginProvidedDuringARSystemInstallation>
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ARSystem_32KB TO USER
<DB2DatabaseUserLoginProvidedDuringARSystemInstallation>
Note
The default database name is ARSYSTEM.
10. If the database is on a remote computer, grant the tablespace permission to the ARAdmin user by running
the following command:
DB2=> grant use of tablespace tablespaceName to user aradminUser with grant option;
11. When you finish, perform the following steps:
a. Enable the database you created.
b. Set the transactional logs.
BMC recommends the following settings:
Log file size (4KB) (LOGFILSIZ)
20000
b.
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10
OFF
OFF
Description
BMC Remedy AR
System Database
Database tables that the BMC Remedy AR System installer creates on the DB2 server. The tables store all the data related to
the BMC Remedy AR System database.
Tablespaces
Logical layer between the database and the database objects that are stored in the database. The installer creates the
following tablespaces:
User (USER-DEFINED-TABLESPACE, for example, ARSystem) Stores user-defined tables. The user tablespace is
where the BMC Remedy AR System tables will reside.
Temporary (USER-DEFINED-TEMP-TABLESPACE, for example, ARTMPSPC) Stores temporary tables that are used
for short-term activities, such as sorting and displaying search results.
Catalog (SYSCATSPACE) Stores system metatables.
SMS tablespaces
In system-managed tablespaces:
The DB2 system manages the container space when the user specifies the container location.
The system increases the tablespace size dynamically when the number of records increases.
Data is stored in a directory container.
DMS tablespaces
In database-managed spaces:
The database administrator (DBA) manages the container size.
Data is stored in a file container.
Space is allocated when the tablespace is created. You can also increase the size manually, as needed.
If the DMS space is not sufficient when you want to upgrade the BMC Remedy AR System server, double the pages of
the syscatspace.
Note
BMC recommends that you use SMS instead of DMS.
Containers
Store physical data and tables corresponding to BMC Remedy AR System. There are three types of containers: file, directory,
and disk.
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(LOGFILSIZ) = 20000
(LOGPRIMARY) = 8
(LOGSECOND) = 10
(LOGRETAIN) = OFF
(USEREXIT) = OFF
Warning
This example is from a test environment and represents a minimum transaction log file size. To
determine the log file requirements for your environment, consult your database administrator before
beginning the upgrade.
For more information about determining your transaction log file size, go to
http://publib.boulder.ibm.com/tividd/td/tec/SC32-1233-00/en_US/HTML/ecoimst65.htm.
Note
If you are performing a new installation of BMC Service Level Management 8.1, you do not need to
complete these steps.
a.
BMC Service Request Management 8.1.01
1.
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a. During the installation, if the ardb.cfg (ardb.conf) file is not detected, you receive an error message
that you must first create the ardb.conf file.
b. During the installation, if the ardb.cfg (ardb.conf) file exists but there is no SLM:ServiceTarget form
entry with clause of 32KB tablespace, you receive an error message that you must execute the
rundb2upgrade.sh script.
2. Run either of the following:
a. (AIX) Run ./rundb2upgrade.sh.
b. (Windows) Run rundb2upgrade.bat.
3. At the User Name prompt, type the AR administrator user name.
4. At the Password prompt, type the AR administrator user password.
5. At the AR Server Port prompt, type the AR port number.
6. Do either of the following tasks:
a. (AIX) At the AR Database Name prompt, type the AR table space name (case sensitive).
b. (Windows) at the DB2 Table Space name prompt, type the AR 32KB table space name.
7. At the AR Installation Directory prompt, type the AR installation path.
Note
For Windows, the AR installation path must be in 8.3 format.
8. At the SLM Installation Directory prompt, type the SLM installation path.
9. At the Export Target Directory prompt, type the path for the exported data.
10. After running the script, re-install BMC Service Level Management 8.1.
Note
The script file is in the utility directory of DISK 1.
Related topics
Completing the planning spreadsheet
Preparing to install on a Unicode database
ar.cfg or ar.conf
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Note
If you try to install the BMC Remedy AR System server on top of Sybase 15.0.2/EBF 14328, the installation
might fail. You will receive this error message:
Failure during SQL operation to the database : Incorrect syntax near the keyword
'path'.
For troubleshooting information, see Sybase error 156 in your Sybase documentation and BMC Remedy
AR System error message 552.
Note
A warning message with the names and paths of the dummy devices is displayed during the
installation procedure (after the Database File Input Panel is displayed). You must manually delete
these dummy devices after the installation procedure is complete.
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7. If you are upgrading from BMC Remedy AR System 7.1.00 to 8.1, set the Select into database option for
the database that you are upgrading.
8. Make sure that your database can accept network communication with the parameters entered in the
installation.
Tip
Refer to the planning spreadsheet for AR System installation parameters.
The network communication will use ODBC and be able to recognize your ODBC data source.
9. Change the minimum page size to 8 KB. For information about increasing the page size, see your Sybase
documentation.
10. Increase the default tempdb size to 600 MB.
11. If you created a device in addition to a master device, designate the database device as a default database
device. This is required because BMC Remedy ARSystem is always created on the default device.
12. If the database is configured to extend automatically, specify the following values:
a. Set the BMC Remedy AR System data file size = 3 GB or larger.
Note
If the database is not configured to extend automatically, set the BMC Remedy AR System
data file size to at least 2 GB for one BMC Remedy ITSM application, or to at least 8 GB if
you are also installing all BMC Remedy ITSM applications.
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Note
Disable the trunc log on chkpt option for all databases after the successful installation
and before any production activity.
15. If you are using Sybase 15, make sure that the number of open partitions parameter is set
appropriately.
For more information, see your Sybase documentation.
16. If you plan to install the BMC Atrium CMDB Product Catalog or any ITSM application, make the following
changes:
Set the Number of Open Objects to 30000.
Set the Number of Open Indexes to 15000.
Increase the size of tempdb. (You might have to create another device to increase the size of
tempdb.)
For more information about the LOCKS setting, see your Sybase documentation.
Pre-creating a database
If you do not have DBA privileges, your database administrator must create an empty database so that you are not
asked for database information during the installation.
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go
disk init name=' ARSystem_log', physname='/data1/ardata/ARSysLog', size='500M'
go
2. Create the database.
For example:
create database ARSystem on
go
use master
go
3. Create the login with a password.
For example:
sp_addlogin 'ARAdmin', 'AR#Admin#'
go
4. Create the db_owner group.
For example:
sp_addgroup db_owner
go
grant all to db_owner
go
5. Create the user pointing to the created login and group.
For example:
sp_adduser 'ARAdmin', 'ARAdmin', db_owner
go
use master
go
6. Modify the login to make its default database, the earlier created database.
For example:
sp_modifylogin ARAdmin, defdb, ' ARSystem'
go
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use ARSystem
go
7. Change the owner of the database to be the created user.
For example:
sp_changedbowner 'ARAdmin'
go
use master
go
8. Add the select into option to the created database.
For example:
sp_dboption 'ARSystem','select into',true
go
9. Use the created database.
use ARSystem
go
Workaround
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Form:NTE:SYS-Group NT Control
Clause: lock datarowsForm:NTE:SYS-NTUnProcessedRecords
Clause: lock datarowsForm:NTE:SYS-NT Process Control
Clause: lock datarowsForm:CHG:Infrastructure Change
Clause: lock datarowsForm:SRM:Request
Clause: lock datarowsForm:SRM:RequestApDetailsSignature
Clause: lock datarowsForm:SRM:RequestInterface
Clause: lock datarowsForm:HPD:Help Desk
Clause: lock datarows
Related topics
error message 552
Preparing to install on a Unicode database
Completing the planning spreadsheet
Note
This information does not apply to Oracle databases, which has separate requirements listed in
Configuring Oracle databases.
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Note
AIX also requires execute and suid permissions to the /usr/sbin/slibclean file, for the root
and non-root user.
3.
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Creating several directories and setting permissions for those directories. For example, the script
prompts you to create the /etc/arsystem directory with read/write permissions for all users.
Merging the contents of files. For example, merge the
<ARSystemServerInstallDir>/ar-<Database>/rpc file with the /etc/rpc file.
4. On the Linux platform, if you will be starting arserverd as a non-root user, make sure that the "open files"
limit of the shell is set to 16384.
5. When installing other BMC applications as a non-root user, you must log in to the UNIX system under the
same UNIX user ID that was used to install BMC Remedy AR System.
Note
If you do not have the X Windows client, use the silent installer .
Note
BMC recommends that you have 1 GB of free space.
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7.
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ncurses-devel-5.7-3.20090208.el6.i686.rpm
ncurses-libs-5.7-3.20090208.el6.i686.rpm
ulimit -n unlimited
ulimit -m unlimited
Launch the installer with the setup.sh script. This script, which is located in the Disk1 folder, implements a ulimit
check to prevent the install from failing.
Related topics
Installing silently
Accessing the Mid Tier Configuration Tool
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Note
If you do not configure these items before you run the installer, an installer panel appears listing the
steps required to handle these issues.
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Note
If you do not configure these items before you run the installer, an installer panel appears listing the
steps required to handle these issues.
1. From the Windows Start menu, click Control Panel; then double-click System.
2. Click the Advanced tab.
3. In the Performance area, click Settings.
On the Data Execution Prevention tab, verify if the Turn on DEP for all programs and services except those I
select option is selected.
If the Turn on DEP for essential Windows programs and services only option is selected, no configuration is
required.
Note
If you do not select the Turn on DEP for all programs and services except those I select option,
and then perform the remaining steps in this procedure, the installer might not run correctly.
4. If the Turn on DEP for all programs and services except for those I select option is selected, click Add.
5. Browse to the executable, and then click Open.
The installation program appears in the DEP program area.
6.
BMC Service Request Management 8.1.01
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/opt/bmc directory
If you do not have a /opt/bmcdirectory, you must create it to complete the installation.
Note
AIX also requires execute and suid permissions to the /usr/sbin/slibclean file, for the root
and non-root user.
Note
If you do not have the X Windows client, use the silent installer .
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Note
BMC recommends that you have 1 GB of free space.
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libXtst-1.0.99.2-3.el6.i686.rpm
2. Install the compat-libstdc++-33-3.2.3-69.el6.i686.rpm RPM package to ensure the BMC Remedy AR
System services start.
3. Check for libstdc++.so.5 under the /usr/lib folder.
4. Start the rpcbind process with -ioption:
ulimit -n unlimited
ulimit -m unlimited
Launch the installer with the setup.sh script. This script, which is located in the Disk1 folder, implements a ulimit
check to prevent the install from failing.
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Related topics
Installing silently
Accessing the Mid Tier Configuration Tool
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Management, that might contain information to help you optimize your environment for installation.
3. Make sure that the AR System server is correctly licensed.
BMC Atrium Core requires an AR System server with a multi-server license.
4. If you want to install the BMC Remedy ITSM Suite applications, and if you are using a different user, make
sure that BMC Atrium Core user is a member of the Administrator group in the BMC Remedy AR System
User form.
5. Temporarily disable the escalations on the AR System server.
Make sure that BMC Remedy AR System is set to Disable Escalations. The BMC Atrium Core installation
does not complete successfully if BMC Remedy AR System is not set to Disable Escalations.
a. Log on to your AR System server.
b. Open the AR System Administration Console.
c. Choose System > General > Server Information.
d. In the Server Information form, click the Configuration tab.
e. Select the Disable Escalations option.
f. Click OK.
6. Disable temporarily AR System server encryption.
Installation of BMC Atrium Core on an encrypted AR System server is not supported. You can enable
encryption after installation.
a. Log on to the AR System server.
b.
BMC Service Request Management 8.1.01
6.
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Note
Re-enable escalations and encryption when you finish installing all the BMC applications.
7. Because BMC Remedy AR System can restrict the size of attachments, verify that your setting for
attachments is set to at least 500k during the installation.
You can change this setting to a smaller limit after the installation (the default is zero).
8. Set the Next Request ID Block Size parameter to 100.
BMC recommends setting the Next Request ID Block Size parameter to 100 to improve performance when
creating entries on an AR System server configured for multi-threading. This includes creating instances in
BMC Atrium CMDB, such as during bulk data load from a discovery application or a reconciliation merge or
copy activity.
Warning
If you have custom workflow that depends on consecutive request IDs, a Next Request ID Block
Size greater than 1 causes inconsistent results.
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Note
You do not need to commit or restart the server after you make the changes.
10. Set the JVM heap size for the Tomcat server.
If you use an existing Tomcat server instance, BMC recommends setting the JVM heap size of Tomcat
servers to a minimum value of 1024 MB and a permanent generation size of 256 MB. Otherwise, you might
see OutOfMemory errors and a failure to publish web services to the BMC Atrium Core Registry.
Setting the JVM heap size for a Windows computer
a. Stop the Tomcat server.
b. Run the tomcat6w application to open the Apache Tomcat Tomcat6 Properties dialog box.
You can find tomcat6w.exe in the C:\Program Files \Apache Software
Foundation\Tomcat6.0\bin folder.
c. Click the Java tab.
d. Set Maximum Memory Pool to 2048 MB or higher.
e. In the Java Options list, set XX:MaxPermSize to 256 MB or higher.
Note
If you do not find XX:MaxPermSize in this list, look for XX:PermSize. Set this
parameter to 256 MB or higher. If you cannot find either of these parameters in the
Java Options list, add either XX:PermSize or XX:MaxPermSize using the following
syntax:
-XX:MaxPermSize=256m or -XXPermSize=256m.
b.
BMC Service Request Management 8.1.01
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b. If ncargs is not set to a value of 32 or higher, set it to 32 (or a higher value) by typing this command:
chdev -l sys0 -a ncargs=32
12. If you are using a Linux or a UNIX computer, and you choose to run setup.bin in place of setup.sh, you
must specify the limit on the number of file descriptors (5000) a process may have by using the ulimit
command. Use the following syntax: ulimit -n 5000.
For non-root user,make sure that the "open files" limit of the shell is set to 16384. For this, you must
modify the /etc/security/limits.conf file.
On AIX computers, specify the limit on the number of file descriptors (unlimited) a process may have by
using the following syntax: ulimit -n unlimited.
13. Disable applications running on port 12333.
To prevent port conflicts with port 12333, disable any applications running on port 12333 before you
install. After the installation is complete, programs can resume using port 12333.
Note
BMC Atrium Core is installed using InstallAnywhere, a multi-platform software deployment
solution. Because InstallAnywhere uses port 12333 for installing BMC Atrium Core, you must free
the port before you begin with the installations.
Note
You can also use port number 390699, but the port numbers for the BMC Remedy
Reconciliation Engine and the AR System server must match.
16. To allow BMC Service Request Management run on a private server, configure the BMC Remedy AR System
server to run on a private server first. For more information about private servers, see Configuring the AR
Server Settings page.
17.
BMC Service Request Management 8.1.01
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17. If you configured the AREA plug-ins after installing BMC Remedy AR System, set the value of the
Authentication-Chaining-Mode parameter in the ar.cfg (ar.conf) file to ARS - AREA if the current value is
AREA - ARS.
Note
Restart the server before installing or upgrading the BMC Remedy ITSM Suite.
After the upgrade is complete, restore Authentication-Chaining-Mode to its original setting.
18. If you have changed the AR tcp port, update the port number details in the ar.cfg and the
ARSystemInstalledConfiguration.xml.
adapterType The name of the adapter by which it will be referred. For example, for CONTROL-SA,
the adapterType could be ctsa.
version The adapter version number
className The fully qualified class name of the adapter that will be the entry point for Identity
Request Management to use the Identity Management services through the adapter
Note
The AZ Compression utility validates the existence of the values for adapterType, version,
and className in the AdapterCommonConfiguration.xml file.
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The parameters for the batch file and script are as follows:
<sourceFolder> Adapter location from where the files need to be compressed
<version> Adapter version number
<destinationLocation> Location where the compressed file is placed. A file with the name
<adapterType_Version>.AZ file is created.
Note
BMC Software also installing additional Web-only reports that do not require a Crystal Reports license.
Starting with version 8.1.00, the Crystal Reports are now installed by default; the install option is
removed from the installation program. For more information, see Showing or hiding Crystal Reports.
The Crystal Reports Web Components server runs only on Windows. However, if you use the UNIX Web
Connector component that comes with Crystal Enterprise, you can connect the UNIX BMC Remedy Mid Tier with
Crystal Enterprise running on Windows. For more information, see Using Crystal reports with BMC Remedy AR
System.
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Related topics
Showing or hiding Crystal Reports
Working with reports
Vendor
Oracle
JRE 1.6.0_17
HP-UX
HP
AIX
IBM
For information about the required version of Java SE, review the most current product compatibility
information at http://www.bmc.com/support.
Note
Oracle refers to Java 1.6 as "6.0". See Java SE Naming and Versions for more details.
2. Choose the web service option during the installation of BMC Remedy AR System.
If you install Java after installing BMC Remedy AR System, or do not select the web service option during
installation of BMC Remedy AR System, reinstall BMC Remedy AR System.
Note
The first time that you use the web service after installation, you must access the Web Service
Settings page in the Mid Tier Configuration Tool for this AR System server and enter Demo or
another user name in the Anonymous User Name field. Otherwise, the following error message
appears: "Error 149: A user name must be supplied...." For more information, see
Accessing the Mid Tier Configuration Tool.
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If you have activated BMC Remedy Encryption Security, you must deactivate it before you install the application.
Installing the application on an encrypted BMC Remedy AR System server is not supported.
Deactivating BMC Encryption Security
Reactivating BMC Encryption Security
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The following ARX files are imported into BMC Atrium CMDB forms:
Sample_BaseRelationship.arx Copies records into the BMC.CORE:BMC_BaseRelationship form
Sample_BMC_Component.arx Copies records into the BMC.CORE:BMC_Component form
Sample_BMC_ServiceOffering.arx Copies records into the BMC.CORE:BMC_ServiceOffering form
Sample_BusinessServices.arx Copies records into the AST:BusinessService form. (While this is not part of
the BMC.ASSET data set, it might result in data being pushed into the data set.)
Sample_RequestableOffering.arx Copies records into the BMC.CORE:BMC_RequestableOffering form
Note
To install BMC Service Request Management in a server group. see Installing BMC Remedy IT Service
Management in a server group.
Note
If you attempt to install BMC Service Request Management on HP-UX after mounting the installation
DVD by using the mount command, you receive an error message and the installation fails.
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To mount the installation DVD on HP-UX by using the Portable File System (PFS)
1. Enter the following commands to start the PFS daemons:
2. Enter the following commands to create a folder and mount the DVD:
To reduce installation time significantly, do not install the products over the wide area network
(WAN).
To avoid configuration problems, accept the default values displayed in the installer unless you
have a valid reason to modify them.
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1. Download the BMC Service Request Management installer from EPD, or navigate to the installation
directory on the DVD.
2. Unzip the installer.
3. Navigate to the Disk 1 folder.
The default location is C:\<downloadDirectory>\BMCServiceRequestManagement8.1.00.windows\Disk1.
4. Start the installer.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
BMC Service Request Management 8.1.01
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16. After completing the BMC Service Request Management installation or upgrade, restart the BMC Remedy
AR System server and flush the Mid Tier cache.
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Note
If a check fails, you can make the required changes for that component, then click the Previous
button to run the checks again.
4. (Optional) Click the View Log button on the Health Check Summary screen to view the logs available in the
arsystem_configuration_logs.txt file.
5. Click Close to exit.
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11.
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Note
Make sure you enter the correct web server port number.
12. Press Enter to accept the default HTTP port number, or type another port number.
13. At the confirmation prompt for web server information, press Enter to accept the default value, or type n to
make changes.
14. When prompted for the Help installation directory, press Enter to accept the default directory, or type a
different directory.
The installer checks to make sure the target directory contains sufficient free disk space required to install
help.
15. If you are installing online help on a web server, a prompt appears asking for the online help URL.
16. When prompted to confirm the installation information, press Enter.
The installer begins copying the files, and an installation message appears when the installation is
complete.
Version
8.1.00
8.1.00
8.1.00
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Products
Version
8.1.00
Importing BMC Service Request Management data from the Data Management Job Console
Product ordering
8.1.00
8.1.00
After New Save option in Application Preferences (Work Order Management tab)
8.1.00
Note
When installing a mixed-version stack, you can ignore error messages related to a feature that is
supported only on an 8.1.00 stack. The following error message, which refers to the SRM import
functionality from the Data Management Job Console, is one such example:
ERROR - Unable to retrieve destination form DMT:SavedJobTemplates from server
[server name]. The import was not attempted : Form does not exist on server.
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Note
A sample input template file named SRM-ini-template.txt is packaged in the installation disk in the
BMCServiceRequestManagement\windows\Disk1\utility folder for further reference.
Description
Example
-P
-P installLocation=<filePath>
Windows:
-P installLocation=C:\Program Files\BMC Software\ARSystem
UNIX:
-P installLocation=/opt/bmc/ARSystem
-J
-J HOST_NAME=foo.bar.com
-J LOGIN=admin
-J PASSWORD=admin
2. Ensure that there are no Ctrl+M characters in the silent.txt file on UNIX.
3. Be sure to include the appropriate -P and -J switch with each option.
################################################################################
# Options File
#
# Product Name: Remedy Service Request Management
# Product Version: 8.1.00
#
# To invoke the installer in silent mode with an options file:
#
setup -i silent -DOPTIONS_FILE=Options.txt
################################################################################
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################################################################################
# Available Features
#
# These are the features that correspond to the feature selection tree.
# To have the same behavior as checking a given feature in the visual
# selection tree, add a line to the options file
#
-A featureName
# for each feature where "featureName" is the name of the feature to select.
#
# --productBMCRemedySRM
#
################################################################################
################################################################################
# Product Install Location
#
# The install location of the product. Specify a valid directory into which the
# product should be installed.
#
# Default value if not set:
#
- %ProgramFiles%\BMC Software\BMCServiceRequestManagement (Windows)
#
- /opt/bmc/BMCServiceRequestManagement (UNIX)
################################################################################
#-P installLocation=<Installation Directory>
#The AR System server name where you want to install the SRM program
#-J BMC_AR_SERVER_NAME=<AR Server Name>
#The port number your BMC Remedy Administrator assigned clients to connect to the AR System server. The
default port number is 0 (zero).
#-J BMC_AR_PORT=<AR System TCP Port>
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#Type the name of one or more languages separated by a comma. English must always be specified.
#-J BMC_USER_SELECTED_VIEW_LANGUAGES=<View Languages>
#The default value is United States Dollar. Any one of the following values can be used:
#USD/2
#CAD/2
#EUR/2
#JPY/0
#GBP/2
#-J BMC_USER_SELECTED_CURRENCY=<Default Currency>
#The default value is false. Values are true and false. Value 'true' enables Object Modification Logging.
#-J BMC_SET_OBJECT_LOGGING=<true|false>
#BMC provides additional reports for customers utilizing SAP Business Objects or Crystal Reports
services in their environments. Customers utilizing BMC Analytics for BSM Premium Edition will be able
to access these additional reports.Loading these reports will make both the standard BMC Remedy ITSM and
Crystal Reports based reports available within BMC applications. If these additional reports are not
loaded, standard BMC Remedy ITSM reports can still be accessed without SAP Business Objects, Crystal
Reports or BMC Analytics servers needed in the environment. If you would you like to load these
additional reports, specify 'true'.
#-J BMC_ENABLE_CRYSTAL_REPORTS<true|false>
#Sample Data - Value can be either true or false. Value 'true' installs sample data.
#-J BMC_LOAD_SAMPLE_DATA=<true|false>
#To provide multi-tenancy workflow customization information in case of upgrade only.
#If value is set to true then multi-tenancy workflow customization is done so multi-tenancy records will
not be processed.
#If value is set to false then multi-tenancy workflow customization is not done so multi-tenancy records
will be processed.
#The default value is 'true'
#-J MULTI_TENANCY_WORKFLOW_CUSTOMIZED=<Yes|No>
#This property is required only in case one is re-running the installer
#and for the first run, one has tried to upgrade application(s) and answered that one has customization
in their data.
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-J BMC_USER_SELECTED_DATA_LANGUAGE=en
-J BMC_USER_SELECTED_VIEW_LANGUAGES=en
-J BMC_USER_SELECTED_CURRENCY=USD
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On UNIX, type:
Description
Installation location
-P installLocation=
The installation path for the application and components on the BMC Remedy AR System
server.
Features
AR System server Administrator Logon
Information
-J BMC_AR_SERVER_NAME=
The fully qualified domain name of the BMC Remedy AR System server where you want to
install the application.
-J BMC_AR_PORT=
The port number your BMC Remedy Administrator assigned clients to connect to the BMC
Remedy AR System server. The default port number is 0.
-J BMC_AR_USER=
-J BMC_AR_PASSWORD=
The default password is blank. Passwords can be in clear text or encrypted. BMC recommends
that you encrypt your passwords. See Encrypting passwords.
Localization
-J BMC_USER_SELECTED_DATA_LANGUAGE=
-J BMC_USER_SELECTED_VIEW_LANGUAGES=
Type the two-letter value of one or more languages separated by a semicolon (;). The values
are:
en (English)
fr (French)
de (German)
it (Italian)
ja (Japanese)
ko (Korean)
pt_BR (Brazilian Portuguese)
ru (Russian)
zh_CN (Simplified Chinese)
es (Spanish)
You can type the values in any order.
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Option
Description
Note: Because en (English) is the default language, you do not need to specify this
language.
-J BMC_USER_SELECTED_CURRENCY=
Sample Data
-J BMC_LOAD_SAMPLE_DATA=
Values are true and false. True installs additional Crystal Reports.
Multi-tenancy
-J
MULTI_TENANCY_WORKFLOW_CUSTOMIZED=
Values are true and false. True does not process multi-tenancy records (because there is
multi-tenancy workflow customization. No processes multi-tenancy records (because no there
is no multi-tenancy workflow customization).
-J ARE_CUSTOMIZATIONS_RECONCILED=
Values are yes and no. Required only if re-running the installer and for first run, you tried to
upgrade applications and selected -J MULTI_TENANCY_WORKFLOW_CUSTOMIZED=true. Do
not run -J ARE_CUSTOMIZATIONS_RECONCILED= and -J
MULTI_TENANCY_WORKFLOW_CUSTOMIZED= during the same run.
-J
THRESHOLD_REACHED_EXECUTION_DECISION=
Values are true and false. Required for upgrade or re-run of installer after upgrade in first run.
True applies the multi-tenancy fixes. No does not apply the fixes if there are more than 20
million records.
Remote installation
-J BMC_SET_OBJECT__LOGGING=
Values are true and false. The default value is false. True enables Object Modification Logging,
but specifying true lengthens installation time.
-J BMC_REMOTE_CM_INTEGRATION=
Values are true and false. True enables integration of BMC Service Request Management with
BMC Change Management that is installed on a remote computer where BMC Service Request
Management is not installed.
-J BMC_REMOTE_IM_INTEGRATION=
Values are true and false. True enables integration of BMC Service Request Management with
BMC Incident Management that is installed on a remote computer where BMC Service Request
Management is not installed.
-J BMC_REMOTE_AR_SERVER_NAME=
The remote BMC Remedy AR System server name on which BMC Change Management or BMC
Incident Management is installed.
-J BMC_REMOTE_AR_PORT=
Type the port number your administrator assigned clients to connect to the remote BMC
Remedy AR System server. The default port number is 0.
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Option
Description
-J BMC_REMOTE_AR_USER=
Administrator name for the remote BMC Remedy AR System server on which BMC Change
Management or BMC Incident Management is installed. The default user name is Demo.
-J BMC_REMOTE_AR_PASSWORD=
Password for the remote BMC Remedy AR System server on which BMC Change Management
or BMC Incident Management is installed. The default password for Demo is blank.
-J BMC_USER_SELECTED_DATA_LANGUAGE=
-J BMC_USER_SELECTED_VIEW_LANGUAGES=
Type the two-letter value of one or more languages separated by a semicolon (;). The values
are:
en (English)
fr (French)
de (German)
it (Italian)
ja (Japanese)
ko (Korean)
pt_BR (Brazilian Portuguese)
ru (Russian)
zh_CN (Simplified Chinese)
es (Spanish)
You can type the values in any order.
Note: Because en (English) is the default language, you do not need to specify this
language.
-J BMC_USER_SELECTED_CURRENCY=
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# -J BMC_AR_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
# -J BMC_AR_CONFIRM_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
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Note
This topic applies when the foundation and BMC Remedy ITSM are upgraded or installed after BMC
Service Request Management 8.1.00 is installed. In mixed mode, with BMC Remedy AR System, BMC
Atrium Core, and BMC Service Request Management at 8.1.00 and the BMC Remedy IT Service
Management (foundation) is at 7.6.04 SP2. The field, Form Type = "Staging Form", is added only after
BMC Remedy ITSM 8.1.00 is installed or upgraded.
Note
BMC does not support uninstalling the BMC Service Request Management database (this is the AR
system database). Your BMC Service Request Management data (including BMC Remedy AR System
integrations) and structures remain intact.
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3. Click Remove.
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Note
For the changes to take effect, close and re-open the console. The preferences you set are applicable
until they are modified.
The following topics provide instructions for setting preferences and options in each console:
Setting Service Catalog Manager Console preferences
Setting Business Manager Console preferences
Setting Service Request Coordinator Console preferences
Setting Work Order Console preferences
Setting Request Entry console preferences:
Defining default Request Entry console preferences
Configuring request entry preferences
Setting user preferences for the Request Entry console
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4.
a. In the Startup Screen field, select if the Request Definition View (default) or the Process View appears
as the Console Focus.
b. In the Coming Up Window field, select the number of days to view SRDs that will become visible to
users (the default is 5).
c. In the Coming Down Window field, select the number of days to view SRDs that will no longer be
visible to users (the default is 5).
5. Click Save.
You must close and re-open the Service Catalog Manager Console to view the changes.
Note
By default, this option is set to No . The values you enter can cause the chart to show no data in
the flashboard. For example, if you query the requests that are closed, but the chart shows open
requests, the search returns no rows.
5. Click Save.
You must close and open the Business Manager Console for the changes to appear.
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2. In the Application Preferences dialog box, click the Service Request Coordinator tab.
3. On the Service Request Management User Preferences form, modify the default search criteria as needed.
For example, you might want a specific last name to appear by default in the Request Definition View.
4. Click Save.
You must close and re-open the Service Request Coordinator Console for the changes to appear.
Note
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The After New Save field is not displayed in a mixed-version environment, or when
BMC Service Request Management is installed as a stand-alone product. The default
behavior is also different in these cases after a new work order is saved, the work
order remains open in Modify mode.
In the context of BMC Remedy IT Service Management, the BMC Atrium Service
Context permissions are rolled up in the BMC Asset Management permissions.
For information on BMC Remedy IT Service Management permissions,
see User permissions.
For more information on BMC Atrium Service Context permissions, see
BMC Atrium Service Context permissions.
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Setup step
Troubleshooting
For other BMC applications, see the online documentation for the application at http://docs.bmc.com.
Note
Only a user with AR admin rights can register and verify web services for BMC applications.
c.
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To verify the Service Context web service registration for a BMC application
1. From IT Home, go to Applications > BMC Atrium Core > Service Context Administration console >
Advanced Settings.
2. To configure provide endpoints, click the respective Configure button. The AR System Web Services
Registry form is displayed
3. From the results list, select the ServiceContext web service record for your BMC application.
The BMC application name appears in the Application Name field as ITSM, SRM, or SLM.
4. Verify that the WSDL URL and End Point URL fields are populated with valid URLs that reflect your current
configuration.
For example URL syntax, see step 5 in "To register the ServiceContext web service for a BMC application",
which precedes this procedure.
5. If you cannot find the ServiceContext web service for your BMC application, or if the URLs are not correct,
follow the steps in Registering the Service Context web service for BMC applications to register or
re-register the web service.
Related topic
For more information on web services in BMC Remedy AR System, see BMC Remedy AR System web services
architecture.
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Information about the BMC Atrium Service Context user is stored in the Service Context Authentication Info
Console. You can access this form by clicking the Configure button on the Advanced Settings tab in the Service
Context Administration window.
Before you begin
To configue authentication for BMC Atrium Service Context
To delete a BMC Atrium Service Context user
Important
When you install each BMC application or suite, a record is created in the
CMDB.SC:ServiceContextAuthenticationInfo form, even if you choose not to configure a BMC Atrium
Service Context user during the installation process.
Therefore, even if you are configuring the BMC Atrium Service Context user for the first time, you must
search the Service Context Authentication Info Console for an existing record to modify.
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Name
Value
Business
Name
(do not
modify)
BMC
Service Name
(do not
modify)
ServiceContext
Application
Name
(do not
modify)
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Name
Value
Server Name
The name of the BMC Remedy AR System server as it appears in the Mid Tier Configuration Tool.
User Name
Password
The password (if any) of the BMC Remedy AR System user that you want to register as the BMC Atrium Service
Context user.
Authentication
The authentication string (if any) for the BMC Remedy AR System user that you want to register as the BMC Atrium
String
Service Context user. For information about authentication strings, see Authentication String Alias introduction.
Do not modify values in the Business Name, Service Name, or Application Name fields. These values
are used internally by BMC Atrium Service Context.
5. If an entry for an application is not available, configure a new user:
a. Click Add New.
b. Enter the values in the fields as shown in the Service Context authentication fields table.
6. Save the record and close the form.
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However, before the Owner field can display information, a system administrator must enter the owner
information into the Owner Name and Owner Contact fields when creating a computer system CI. For more
information, see Creating a Computer System CI.
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Recommendation
To take advantage of the optimized Notification Engine workflow, change the Escalation Max Threads
count from the default value of 1 to 3.
Note
BMC Service Request Management 8.1.01
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For On Behalf Of requests, notifications are sent only to the Requested For name specified in the service
request, and not to users specified in fulfillment requests. For example, a service request is submitted on
behalf of Mary Manager, and a work order is generated automatically. If the contact name in the work
order is changed to Bob Backline, Bob's name is not passed back to the service request. Notifications are
still sent to Mary, and not to Bob.
Message tag
Filter
Description
Request
Submitted
SRM-REQ-Submitted-ReqForBy
SRM:REQ:NTRequesterSubmitted_
OnSubmit_SetTag
SRM:REQ:NTRequestedForSubmitted_
OnSubmit_SetTag
Request
Status
SRM-REQ-Request_Reopen
SRM:REQ:NTMgr_On_Reopen_SetTag
SRM-REQ-StatusCancelled_ReqForBy
SRM:REQ:NTRequesterStatusUpdated_
Cancelled_SetTag
cancelled.
SRM:REQ:NTRequesterForStatusUpdated_
Cancelled_SetTag3
SRM:REQ:NTRequesterStatusUpdated_
Completed_SetTag
SRM:REQ:NTRequesterForStatusUpdated_
Completed_SetTag
Completed
SRM:REQ:NTRequesterStatusUpdated_
Rejected_SetTag
Rejected.
SRM:REQ:NTRequesterForStatusUpdated_
Rejected_SetTag
Changed
Request
Status
Cancelled
Request
Status
SRM-REQ-StatusCompleted_ReqForBy
Completed
Request
SRM-REQ-StatusRejected_ReqForBy
Status
Rejected
Work
Order
Assignee
Assignment
WOI-WOI-Assignment_Assignee_Group_
Notification
WOI:WOI:NTNotifyAssigneeGroup_
Modify_CALL GUIDE
Work
Order
Assignee
Assignment
WOI-WOI-Assignment_ Assignee_
Group_ Notification
WOI:WOI:NTNotify AssigneeGroup_
Submit_CALLGUIDE
Work
Order
Manager
Assignment
WOI-WOI-Assignment_ Notification
WOI:WOI:NTNotify AssigneeManager_
CALLGUIDE
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Event
Message tag
Filter
Description
Work
WOI-WOI-Assignment_ Manager_
WOI:WOI:NTNotify AssigneeManager
Order
Manager
Group_ Notification
Group
Assignment
Work
WOI-WOI-Assignment_ Manager_
WOI:WOI:NTNotify AssigneeManager
Order
Manager
Group_ Notification
Group_Modify_CALL GUIDE
Assignment
manager.
Work
WOI-WOI-Assignment_ Manager_
WOI:WOI:NTNotify AssigneeManager
Order
Manager
Group_ Notification
Group_Submit_CALL GUIDE
Assignment
Work
Order
Status
Cancelled
WOI:WOI:NTNotify RequestedForOn
Cancelled
Work
Order
Status
Completed
WOI-WOI-Status Completed_ReqForB
WOI:WOI:NTNotify RequestedForOn
Completed
Work
Order
Status In
Progress
WOI-WOI-Status Approved
WOI:WOI:NTNotify RequestedForOn
InProgress
Work
Order
Status
Pending
WOI-WOI-Status Updated
WOI:WOI:NTNotify AssigneeGroup_
onStatusChanged
Work
Order
Status
Pending
WOI-WOI-StatusUpdated
WOI:WOI:NTNotify AssigneeManager_
onStatusChanged
Work
Order
Status
Pending
WOI-WOI-Status Updated
WOI:WOI:NTNotify AssigneeManager
Group_onStatus Changed
Work
Order
Status
Pending
WOI-WOI-Status Updated
WOI:WOI:NTNotify RequestedForOn
Pending
WOI-WOI-Status Rejected_ReqForBy
WOI:WOI:NTNotify RequestedForOn
Rejected
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Event
Message tag
Filter
Description
WOI-WOI-Submitted-RequestedForBy
WOI:WOI:NTNotify
RequestedByOnSubmit_2
WOI-WOI-Submitted-RequestedForBy
WOI:WOI:NTNotify RequestedFor_1
SRM-REQ-Approver_Notification
SRM:REQ:Notify_Approver
Work
Order
Status
Rejected
Work
Order
Submit
Work
Order
Submit
Request
Response
Escalation
requires an approval.
Request
Status
Changed
SRM-REQ-StatusUpdated
SRM:REQ:NTRequesterStatusUpdated_
Planning_SetTag
Request
Status
Changed
SRM-REQ-Request_Reopen
SRM:REQ:NTRequesterStatusUpdated
_Reopen
Request
Status
Changed
SRM-REQ-StatusUpdatedInProgress
SRM:REQ:NTRequesterStatusUpdated
InProgress_SetTag
Request
Status
Changed
SRM-REQ-StatusUpdatedCompleted
SRM:REQ:NTRequesterStatusUpdated_
Completed_SetTag
Request
Status
Changed
SRM-REQ-StatusUpdatedCancelled
SRM:REQ:NTRequesterStatusUpdated_
Cancelled_SetTag
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When you upgrade from an existing version of BMC Remedy ITSM, all approval-related notification messages are
overwritten with new messages. Existing messages are backed up and renamed as message_custom and the
status is set to Offline.
If you had customized any notification messages, rename the new message, and set its status to Disabled. Then,
remove the _custom tag of the customized notification message to continue using it. Ensure that the status of
your message is set to Enabled.
If your default notification method before upgrade was set to Alert, you must change the notification mechanism
to Email to enable approval emails. For more information on changing the notification method, see Setting
notification preferences.
Note
Upgrade information is not applicable for BMC Knowledge Management because earlier versions of the
application did not include Approval Notification messages.
Restart the BMC Remedy Email Engine Service if you change any setting.
From the Applications menu, select Quick Links > Approval Administration Console.
On the Notification tab, ensure that the Status of the approval process is Active.
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On the Process tab, select the process, and then click View. Ensure that the Require Password field is
set to No.
On the Configuration tab of the Process Definition form, ensure that the Require Justification on
Rejection field is set to No.
From the Applications menu, select Administration Console > Application Administration Console. On the
Custom Configuration tab, select Foundation > Notification engine > Approval Email Configuration, and
then click Open. On the Configure Email Based Approval window, ensure that Status is set to Enabled.
Note
You must set these preferences to ensure that the Approve/Reject button is available in the approval
email.
This section provides the following configuration information for email-based approvals:
Enabling email-based approvals
Customizing approval emails
Note
When you upgrade to version 8.1.00 of BMC Remedy IT Service Management, email-based approvals are
disabled. You must manually enable email-based approvals after the upgrade.
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For information about modifying the format of the emails, see Customizing the template in the BMC Remedy AR
System documentation.
2. Locate the notification message that is defined for email approvals for the application:
Application
Notification message
AST-APR-ApprovalNTForIndividual
CHG-APR-ApprovalNTForIndividual
SRM-REQ-Approver_Notification
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Application
Notification message
RMS-APR-ApprovalNTForIndividual
RKM-APR-ApprovalNT
3. Update the text in the Email Message Body box with the customized email content.
Use HTML tags to create and format the email message content.
Example
In the following code, basic HTML tags have been used to format the data. #Date Required# and
#Description# indicate the display of the Date Required and Description fields in the email.
4. To include additional fields in the email message, click the down arrow
Note
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For fields that you select from the list, notification workflow translates the field variables into the
actual field contents before sending the notification message. If you add fields that are not in the
list, notification workflow must be customized. For more information on email fields and
workflows, see Defining a workflow to send email notifications in the BMC Remedy AR System
documentation.
Note
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On the SRM:RequestApDetailSignature form, the Individual/Group field is visible. This field is for
internal transaction purposes within the BMC Service Request Management product, and its value
should not be changed.
3.
BMC Service Request Management 8.1.01
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Note
If you select additional locales in addition to English, the installer automatically enables the Localize
Server option.
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File name
CAI
CAIPlugin.jar
FND
Query.jar
The installer also registers the plug-in path. The plug-in path is added to the beginning of the existing path.
For example, if you install BMC Service Request Management over existing BMC Remedy ITSM installations, you
might see multiple versions of the plug-ins in the following BMC Service Request Management and BMC Remedy
ITSM folders:
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Note
To complete this procedure, you must determine the minimum and maximum number of threads to
specify for the private server queue.
3.
BMC Service Request Management 8.1.01
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3. In the CAI Pool Configuration table, select any CAI pool and click View to edit the number of threads for
the selected pool. To add a new pool, click Add, fill in the details, and click Save. This updates the total
number of threads automatically. The pool that you created here will be used to configure the outbound
messages and commands for a specific pool.
Note
On the Commands form, you can configure one of the pool numbers that you defined in step 3. If
the pool number is not defined, the default pool (#0) is used. For more information, see Defining
command parameters.
4. Ensure that the maximum number of threads that you specified in Generating a private server queue is less
than the computed threads in step 3.
5. In the Log Level drop-down list, select the desired level for the CAI plug-in log entries. The WARN level is
the recommended default value.
6. Click Close to save the entry, and close the CAI:PluginRegistry form.
7. Restart BMC Remedy AR System so that CAI picks up the new private queue information.
Note
To perform this procedure, you must be a member of the Administrator group in the BMC Remedy AR
System User form.
5.
a.
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If you are using a load balancer environment, enter the name of the load balancer in the
Server field. The server name (fully-qualified or not) must be the same on the BMC Remedy
Mid Tier, in the load balancer, and in the CAI:Registry form.
In a server group environment, set the Server field value in the CAI Application Registry form
to the common server name alias that you defined for the server group in the Server Name
Alias field of the BMC Remedy AR System Administration: Server Information form. Make sure
that you also enter the unique server name in the AR System Server Group Operation Ranking
form to define which server takes over if the primary server fails.
b. Do not enter a login name or password.
Leave these fields blank except for remote installations of BMC Change Management or BMC
Incident Management. For more information, see Configuring the integration on the remote BMC
Remedy ITSM computer.
c. Update other information on the CAI Application Registry form, as needed.
6. Click Save.
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Windows) or the ar.conf (UNIX) file and find the application that is listed in the Plugin:.. clause for the CAI
library.
2. Copy the caieventcmd.dll file (Windows) or libcaieventcmd.os (UNIX) file from the BMC Service Request
Management computer to the appropriate application on the remote computer.
In the UNIX file, os is a mnemonic of the server type: a for AIX, sl for HP-AIX, or so for Solaris or Linux. For
example, copy the caieventcmd.dll file from:
..\Program Files\AR System Applications\arServer\BMC Service Request Management\bin
to:
..\Program Files\AR System Applications\arServer\BMC Change Management\bin
In this example, the location of the plug-in for the CAI library file was listed as BMC Change Management
in the ar.cfg file.
3. Restart the BMC Remedy AR System server.
1.
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AST:ComplianceARBased_Advanced
TMS:ApplicationRegistry
CAI:AppRegistry
SYS:Escalation
SYS:Attachments (If the out-of-the-box data is modified by replacing arserver or midtierserver with
the host names, change only these values to the correct server name.)
2. In the Administrator Console, select Custom Configuration > Service Request Management > Advanced >
Application Settings.
3. Open the SRM Application Settings form.
4. Look for fields with the following labels:
Mid Tier Path
URL to the Request Entry console
AR Server Value for MidTier Configuration
All of these fields contain references to the BMC Remedy AR System Server host name and the mid
tier names.
5. Change only these values to the correct server name.
Note
If your database is Microsoft SQL Server or Sybase, skip this procedure.
6.
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Note
You will see the changed sort order after you restart the BMC Remedy AR System server.
Recommendation
Use the BMC Remedy Distributed Server Option (DSO) to perform this synchronization. For more
information about DSO implementation, see DSO implementation with BMC Remedy ITSM applications.
Note
You can ignore any permission errors that occur during the import process.
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7.
a. Click the Web tab.
b. In the Crystal Report Viewer field, select ActiveX for a Microsoft Internet Explorer browser or HTML
with frames for a Firefox or Mozilla browser.
8. Click Save.
3.
BMC Service Request Management 8.1.01
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3. From the Custom Configuration tab, choose Service Request Management > Work Order > Work Order
Settings.
4. On the Work Order Settings dialog box, click Show Settings.
5. From the Work Order Task Tab menu, select No to hide the tab, or select Yes to display the tab.
6. From the Work Order Categorization Tab menu, select No to hide the tab, or select Yes to display the tab.
7. Click Add/Modify Settings, and then click Close.
Note
Users who are logged on to the BMC Remedy ITSM suite at the time that these changes are made must
log out and then log on to see the change.
Note
Use the following URL format: http://<midTierServerName>:<Port>
/arsys/forms/<ARSystemServerName>/SYS%3ASystem+Settings/
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Note
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For more information about Tomcat configuration settings, see About Tomcat configuration
settings. For more information about persistent cache option, see About the Persistent Cache
option.
Description
StartServlet
prefetchConfig.xml
prefetchConfig.xsd
XML schema definition (XSD) for the .xml file, found in the <midTierInstall> folder
Example code
Header
<?xml version="1.0" encoding="UTF-8"?> <midtier-prefetch-config
xmlns="http://www.bmc.com/remedy/midtier/700">
<prefetch-user>
<user-name>SupportUser</user-name>
<locale>en_US</locale>
<prefetch-server>
<server-name>arserver</server-name>
<prefetch-app>
<app-name>Sample</app-name>
<prefetch-form>
<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>
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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:
Specifying an application without at least one form causes the mid tier to cache all of the forms in that
application.
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.
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FINE: Globule: Compressed data type text/html; charset=UTF-8 - was 17445 bytes, now 3718
bytes
Apr 12, 2007 1:06:30 PM com.remedy.arsys.goat.ActiveLink getBound
FINE: COMPILE formactivelink time = 0
Apr 12, 2007 1:06:30 PM com.remedy.arsys.goat.ActiveLink getBound
FINE: COMPILE formactivelink time = 0
Apr 12, 2007 1:06:31 PM com.remedy.arsys.goat.menu.Menu getMenuFromServer
FINE: API Get Menu time = 421
Apr 12, 2007 1:06:31 PM com.remedy.arsys.goat.Globule init
FINE: Globule: Compressed data type text/js; charset=UTF-8 - was 5967 bytes, now 1972
bytes
Apr 12, 2007 1:06:31 PM com.remedy.arsys.prefetch.PrefetchWorkerImpl fetchForUser
FINE: successful prefetch server:atlwin01||form:Sample:Classes||username:Demo||appname:Sample||view:null||locale:en_US||timezone:n
took 8687 milliseconds.
Apr 12, 2007 1:06:31 PM com.remedy.arsys.goat.Form get
FINE: Form: Constructing for missing key Form:atlwin01/AR Sample Application: Console
...
...
Apr 12, 2007 1:06:31 PM com.remedy.arsys.prefetch.PrefetchTask run
INFO: END prefetch
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Notes
To use the Web launcher services in BMC Identity Management Suite, upgrade the existing to
version PAISI.7.5.01.001. BMC Identity Management Suite 7.5.01 SP1 supports Web launcher
service for logon ID other than user_id.
JDK version 1.5.x is required if the CTSA adapter configured with BMC Identity Management Suite
version 7.5.00 must be used with Identity Request Management. JDK version 1.6.x is required if
the CTSA adapter is configured with BMC Identity Management Suite version 7.6.04.
Complete the following tasks before you extract the CTSA adapter:
1. Ensure that the BMC Identity Management Suite is installed and configured to BMC Identity Enterprise
SecurityStation successfully.
2. To ensure that BMC Identity Management Suite works with Identity Request Management, make the BMC
Identity Management Suite and BMC Identity Enterprise SecurityStation configuration changes.
Note
In the documents that are referenced in the following steps, Identity Request Management is
referred to as BMC Remedy Identity Management, which was the name of the product in the
earlier versions.
a. Perform the BMC Identity Enterprise SecurityStation (ESS) steps described in the "ESS Installation
script parameters - BMC Remedy Identity Management" table in the "Initial configuration" section of
the "Post-installation" chapter of the BMC Identity Management Suite - Installation Guide. You can
access this guide on the BMC Support site at http://www.bmc.com/support.
b. If an earlier version 7.5.01.xxx of BMC Remedy Identity Management is not installed and configured,
copy the <ARSystemHomeFolder>\irm\adapter\ctsa\7.6.04\ESS\IRMKwds.inp file to BMC Identity
Enterprise SecurityStation.
3. (UNIX only) Apply Identity Request Management keywords:
a.
BMC Service Request Management 8.1.01
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3.
Note
Run the IRMKwds.inp script on the computer where BMC Identity Enterprise Security
Station is installed.
Note
Ignore the error messages that appear because some of the keywords are installed as a part
of the BMC Identity Management Suite installation.
ess batchrun -A
ess_config;
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7. (Optional) Configure the connector in the BMC Identity Management back end (known as BMC
Provisioning Module for IT Service Management) to BMC Identity Enterprise SecurityStation.
Note
The mapping feature is available from PANFU.3.3.01.005 patch and later.
Note
The ctsa8.1.00.AZ file shipped with BMC Service Request Management is for BMC Identity Management
Suite. For more information, see the Overview of the CONTROL-SA adapter.
The AZ Extraction utility extracts the adapter components that the AZ Compression utility zips. This utility extracts
the adapter components and applies to Identity Request Management environment.
Note
You cannot change the number of parameters and the names of the parameters in the Adapter
Parameters during overwriting.
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To successfully run the utility, you must either be a user having Administrator permissions on the server
to which the adapter component will be extracted, or a user with Read/Write/Execute permissions on
the complete BMC Remedy AR System installation folder structure.
%BMC_AR_SYSTEM_HOME%\irm\Adapter_Extraction\AZExtraction.bat
<serverName> <serverPort> <arUserName> <arPassword> <azFileLocation>
<extractionMode>
$BMC_AR_SYSTEM_HOME/irm/Adapter_Extraction/AZExtraction.sh
<serverName> <serverPort> <arUserName> <arPassword> <azFileLocation>
<extractionMode>
Note
Invoke the AZ Extraction utility only from %BMC_AR_SYSTEM_HOME%\irm\Adapter_Extraction.
The parameters that are in the batch file and script are as follows:
<serverName> The BMC Remedy AR System server name to which the parameters for the Adapter will be
pushed
<serverPort> The BMC Remedy AR System server port to connect to. Enter 0 if portmapper is used.
<arUserName> The administrator user name to connect to the BMC Remedy AR System server
<arPassword> The password for the administrator on the BMC Remedy AR System server
<azFileLocation> The location of the compressed file (<adapterType version>.AZ)
<extractionMode> (optional) The mode in which the adapter should be extracted. The possible values
are as follows:
create_all (default) Creates the entries in the BMC Remedy AR System configuration forms and
extracts the adapter folder structure if it does not exist
create_dir Extracts the adapter folder structure if the folder structure does not exist and no entries
in the BMC Remedy AR System configuration forms is done. It is used for the BMC Remedy AR
System server group configuration on the secondary server to create the folder structure.
overwrite_all Extracts the BMC Remedy AR System configuration form entries and creates the
folder structure if they do not exist. If they do exist, it overwrites the current.
overwrite_dir Creates the folder structure if it does not exist. If the folder structure exists, the
current folder structure is overwritten.
After running the AZ Extraction utility, the adapter is extracted to %BMC_AR_SYSTEM_HOME%\irm\adapter.
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(JBoss application server only) JBoss certificate file, which contains the server SSL public key, which
is referred as the idmCertFileName file
all_profiles.properties file, which contains all the ESS logon profiles and their respective Open
Services Unattended Administrator configured on the BMC Identity Management Suite. (This file is
useful when configuring BMC Remedy Identity Management in multitenancy mode.)
3. Create and export a new key pair and self-signed certificate using the keytool command.
This procedure enables the user to create a new self-signed certificate and export the same certificate to
allow the BMC Identity Management Suite applications to communicate with Identity Request
Management.
a. Create a folder called keystore on the computer where Identity Request Management is installed.
b. Navigate to the <ARSystemHomeFolder>\irm\adapter\ctsa\8.1.00\keystore folder.
c. Run the keytool command:
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Example
Example
keytool -import -alias jboss_ssl -file idmcertfile.cer -keypass
<password> -keystore irm-client.keystore -storepass <password>
c.
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d. When prompted, enter the BMC Identity Management Suite system password.
e. Restart BMC Identity Management Suite.
Note
For the CTSA Adapter to communicate with the BMC Identity Management Suite, the self-signed
certificates are used. These certificates are stored in the keystore on Identity Request
Management and the BMC Identity Management Suite. Because of a limitation from JBoss, if the
BMC Identity Management Suite is deployed on a JBoss 3.0.x application server, the password of
the keystore and the private key/certificate within the keystore should be the same. See
http://docs.jboss.org/jbossweb/3.0.x/ssl-howto.html.
6.1.x or later
7.5.01
7.0
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To install and configure WebSphere 6.1.x or 7.0 for BMC Service Request
Management
1. Create a folder on the computer where BMC Service Request Management 8.1.00 is installed, such as
was_client.
2. In the folder that you created (for example, was_client), create the following subfolders:
lib
etc
properties
3. Copy the files listed in the following table:
Copy this file
To this subfolder
DummyClientKeyFile.jks
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\etc
etc
DummyClientTrustFile.jks
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\etc
etc
sas.client.properties
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\properties
properties
ssl.client.properties
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\properties
properties
4. Open the ssl.client.properties file that you copied in step 3 and change the value of the user.root property
to the folder that you created (for example, was_client).
5. Copy the files described in the following table (which shows was_client as the folder that you created in
step 1):
Copy this file
To this subfolder
bootstrap.jar
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\lib
was_client\lib
j2ee.jar
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\lib
was_client\lib
ibmcfw.jar
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\java\jre\lib
was_client\lib
ibmorb.jar
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\java\jre\lib
was_client\lib
ibmorbapi.jar
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\java\jre\lib
was_client\lib
iwsorbutil.jar
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\java\jre\lib\ext
was_client\lib
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\plugins
was_client\lib
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\plugins
was_client\lib
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\plugins
was_client\lib
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To this subfolder
WEBSPHERE_PLUGGUABLE_CLIENT
was_client\lib
WEBSPHERE_PLUGGUABLE_CLIENT
WEBSPHERE_PLUGGUABLE_CLIENT
WEBSPHERE_PLUGGUABLE_CLIENT
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\plugins
was_client\lib
_HOME\plugins
was_client\lib
_HOME\plugin
was_client\lib
_HOME\plugins
was_client\lib
_HOME\plugins
(Windows) <ARSystemHomeFolder>\conf
(UNIX) /etc/arsystem/hostName
7. Add the following option for the Java process of the plug-in options:
(Windows):
Dcom.ibm.CORBA.loginSource = none
Djava.util.logging.manager = com.ibm.ws.bootstrap.WsLogManager
Djava.util.logging.configureByServer = true
Djava.ext.dirs="JRE_HOME\lib\ext"
Dcom.ibm.CORBA.ConfigURL = "{was_client_folder}\properties\sas.client.props"
Dcom.ibm.SSL.ConfigURL="{was_client_folder}\properties\ssl.client.props"
(UNIX):
Dcom.ibm.CORBA.loginSource=none
Djava.util.logging.manager=com.ibm.ws.bootstrap.WsLogManager
Djava.util.logging.configureByServer=true
Djava.ext.dirs="JRE_HOME/lib/ext"
Dcom.ibm.SSL.ConfigURL="{was_client_folder}/properties/ssl.client.props"
Dcom.ibm.SSL.ConfigURL="{was_client_folder}/properties/ssl.client.props"
was_client_folder is the path where was_client folder exists, and JRE_HOME is the path where
JRE_HOME exists.
8. Copy the JAR files from the following folders to %JRE_HOME%/lib/ext:
<BMCIDMSuiteHomeFolder>\suite_sdk\lib\common
<BMCIDMSuiteHomeFolder>\suite_sdk\lib\websphere
9. Copy the following files from the lib subfolder that you created in step 2 to %JRE_HOME%/lib/ext:
9.
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com.ibm.ffdc.jar
com.ibm.ws.runtime.client.jar
10. Copy all of the JAR files from the lib subfolder that you created in step 2 to %JRE_HOME%/lib/ext.
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2.
3.
4.
5.
6.
7.
8.
9.
serverName.company.com, and <port> is an optional port number, which is needed if the web server is not
on the default port (port 80).
Log on as the IRM Configuration Manager.
In the navigation panel of the Home Page, select Administrator Console > Application Administration
Console.
Choose Custom Configuration > Identity Request Management > Adapter Configuration, and double-click
the item to configure the details.
From the Available Adapters table, select the CTSA Adapter you installed.
The Company - Site configured for this adapter is displayed in the Adapters - Companies table.
To add a new company or site for the adapter, click Add Company-Site Configuration, and select the
Company and Site for which the adapter parameter must be configured.
The adapter parameters (as specified in the following tables) are displayed.
If you have not done so already, complete the steps in To prepare for adapter configuration.
To modify configuration values for the adapter parameters, click Configure Parameters.
Click Reload Configuration.
The following table lists the adapter parameters with the field names in the os_params.properties file:
Adapter parameter
Field name in
os_params.properties
file
Description
OS_SUITE_ADMIN
os_suite_admin
The Unattended Administrator user name that will be used to access the Open Services
Server
SUITE_URL
suite_url
The BMC Identity Management Suite URL. This configuration enables you to use the BMC
Identity Management Suite links within Identity Request Management. Log in to the
computer where BMC Identity Management Suite is installed. Use the idm_tools
suite_url command to locate and record the BMC Identity Management Suite URL
information. The suite URL should be in the following format:
https://<serverName>:<serverPort>/idm/suite/
riamAuthentication.do?
<serverName> is where the BMC Identity Management Suite is installed, and <serverPort> is
the port that is used to connect to the BMC Identity Management Suite.
OS_HOST
os_host
OS_PORT
os_port
ESS_PROFILE
ess_profile
A file containing the parameters for connecting the BMC Identity Management Suite
back-end server applications (for example, Identity Open Services) to a specific installation
of BMC Identity Enterprise Security Station
Home
Adapter parameter
Field name in
os_params.properties
Description
file
ESS_LOGIN_ID_FIELD_NAME
The full field name of the keyword that is to be used as a logon ID in BMC Identity Enterprise
SecurityStation (ESS).This parameter is added to support any field in the Person entity to be
used as logon ID. Make sure that the index key is specified for the field to be used as a logon
ID in ESS and mention the same index key as a value for the _ 99_LOGIN_ID_FIELD_NAME
field under System > Global Parameters > ESS Login.
Note:If ESS_LOGIN_ID_FIELD_NAME is not set to a user ID, then the web launcher for all
IRM services will not work.
The following table lists the adapter parameters without the field names in the os_params.properties file:
Adapter parameter
Description
KEY_NAME
The alias of the private key in the client keystore, for example, - irm_client_servername
KEYSTORE_PASSWORD_LOCATION
The relative path from the Identity Request Management home folder to the location of the keystore
password file for the client keystore. Create this text file, and include the password in clear text. (Make sure
that the keystore password and the private key/certificate within the keystore are the same.)
KEYSTORE_LOCATION
The relative path from the Identity Request Management home folder to the location of the keystore file to be
used for the communication with BMC Identity Management Suite applications using the trusted
authentication method
PERSON_MAPPING_METHOD
The mapping type of the ITSM person to the Identity Management person. Specify the following values:
GUID The Instance ID of the person, which is used to map the person to the back end
LOGIN_ID The logon ID of the ITSM person, which is used to identify the person in the back end
J2EE_HOST_TYPE
Specifies the application server that will host the BMC Identity Management Suite. Depending on the
supported application server, enter JBOSS or WEBSPHERE.
Note
When a value is deleted from the table, the value of the corresponding parameter is derived from
the Default value.
Home
Note
Ensure that the following message appears after you click Reload Configuration:
IRM160095I: Configuration has been reloaded. (ARNOTE 160095)
Note
Get and Set actions are supported. Create is not supported.
To add ESS customized fields to the People vendor form in Identity Request
Management
1. Restart the BMC Remedy AR System server.
2.
BMC Service Request Management 8.1.01
Home
<userDefined>
<irm_home>%BMC_AR_SYSTEM_HOME%</irm <irm_home>
</userDefined>
<plugin>
<type>FilterAPI</type>
<name>RMDY.FILTER.IDM.PLUGIN.AGNOSTIC</name>
<code>JAVA</code>
<filename>C:\Program Files\BMC Software\ARSystem\machine1\pluginsvr\iam\iamplugin.jar</filename>
<classname>com.bmc.remedy.idm.brim.core.plugin.filterapi.IdmFilterAPI</classname>
<pathelement type="path">C:\Program Files\BMC
Software\ARSystem\machine1\pluginsvr\iam</pathelement>
<userDefined>
<irm_home>C:\Program Files\BMC Software\ARSystem\machine1\irm</irm_home>
</userDefined>
</plugin>
<plugin>
<type>ARDBC</type>
<name>RMDY.ARDBC.IDM.PLUGIN.AGNOSTIC</name>
<code>JAVA</code>
<filename>C:\Program Files\BMC
Software\IdentityRequestManagement\vw-pun-rem-qa65\plugin\iamplugin.jar</filename>
<classname>com.bmc.remedy.idm.brim.core.plugin.ardbc.IdmARDBCPlugin</classname>
<pathelement type="path">C:\Program Files\BMC
Software\ARSystem\machine1\pluginsvr\iam</pathelement>
<userDefined>
<irm_home>C:\Program Files\BMC Software\ARSystem\machine1\irm </irm_home>
</userDefined>
</plugin>
6.
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ESSFieldName,selectionID,selectionValue
For example, you might create a file called PersonAttributes.csv where you add the following lines
for the Employee Type field (which is mapped to the emp_type field on the ESS server):
emp_type,0,Employee
emp_type,1,Contractor
emp_type,2,Vendor
The PersonAttributes.csv file is case-sensitive when used with the plug-in. Use the same csv file to
configure all new selection fields on the Person form.
9. After creating the new keyword in ESS and new field in Vendor form, restart ESS and the Identity
Management Suite. Then, flush the mid tier cache and browser cache.
Any time that you make any changes to selection data in the adapter configuration or in the csv file,
stop the plug-in server, flush the midtier cache, clear browser cache, and re-start plugin server.
While searching through the vendor form for a person, specify the value for the Locale field.
After you set and save any values for a customized field in the vendor form, the changes are not
reflected immediately. To view the updated value in the vendor form, perform a new search.
Home
9 Upgrading
This section discusses upgrading BMC Service Request Management.
The following topics are included:
Upgrade process overview
Preparing to upgrade
Importing sample data when upgrading
Upgrading BMC Service Request Management
Update to the multi-tenancy model
Completing an upgrade
Upgrading Data Visualization modules
Upgrading the Product Ordering PDT
Reconciling custom AIF workflows
Exporting and importing data between different versions of the application
After upgrading the application on a stack other than 8.1
You can go to the BMC Remedy IT Service Management documentation space for an end-to-end process for the
following upgrade paths:
Upgrading with overlays already present
Upgrading without overlays already present
Note
To avoid installation problems, consider installing only one version of BMC Service Request Management
on your computer.
Step
Operation
Comments
The compatibility information listed in the product documentation is subject to change. For the latest, most
complete information about what is officially supported, see the compatibility matrix at
http://www.bmc.com/support.
Home
Step
Operation
Comments
BMC does not support platforms that are no longer supported by the vendor. Carefully read the system
requirements for your particular operating system, especially the patch requirements.
If you are installing or upgrading AR System, BMC Atrium CMDB, or any supporting BMC Remedy ITSM
applications, read the information about their system requirements carefully (for example, prerequisites for your
underlying database) before you start installing BMC Service Request Management. Ensure that the BMC
Remedy AR System server meets the minimum hardware requirements described in AR System hardware
ITSM application
requirements.
requirements Installing applications onto an underpowered server can result in unexpected system behavior,
which can include installation errors, slow response time, and sudden application stoppages.
For updated installation prerequisites, including BMC Remedy AR System server and application patches, see
http://www.bmc.com/support.
Service Request
Management.
5
This utility detects specific conflicts with the category information defined in BMC Service Request Management
2.2.00 SP4. These conflicts could cause the categories to be migrated incorrectly. To obtain the utility, go to the
Knowledge Base on the Customer Support website (http://www.bmc.com/support), search for 20026335, and
perform the steps listed in the BMC Service Request Management Navigation Catalog utility article.
If you encounter installation problems, this enables you to preserve customizations you have made to the
application. During an upgrade installation, UI view changes will revert back to the original layout.
Do not skip this important step, which enables you to restore BMC Remedy AR System to its preinstallation state
if you encounter problems.
Add the BMC Remedy AR System server license immediately after the BMC Remedy AR System installation. Then,
add the BMC Atrium Core application licenses. (The Atrium Integration Engine and Atrium CMDB licenses are
automatically added by the BMC Atrium CMDB installer.) Then, proceed with the BMC Atrium CMDB installation.
Install the Approval Server before installing BMC Asset Management or BMC Change Management. If you are
installing multiple BMC Remedy ITSM applications, install the Approval Server only once.
Install the Assignment Engine before installing BMC Remedy ITSM applications. If you are installing multiple BMC
Remedy ITSM applications, install the Assignment Engine only once.
10
1. If not already
installed, install the
following products:
BMC
Remedy
Action
Request
For more information, see Planning BMC Remedy AR System installation in an enterprise environment and the
BMC Atrium Core installation documentation.
Home
Step
Operation
Comments
System (AR
System)
server
BMC
Remedy
Approval
Server
BMC
Remedy
Assignment
Engine
11
12
13
Before installing BMC Service Request Management 8.1.00, you must first upgrade version 2.2.00 SP4 to patch
003 or later. For information about downloading patches, see Downloading service packs.
14
Home
Step
Operation
Comments
You might have operating system configuration issues in you install directly from a DVD. In some cases, the DVD
16
Note: If you previously installed any BMC Remedy ITSM applications, install the latest patches before you install
BMC Service Request Management. When you upgrade BMC Service Level Management and BMC Service
Request Management, you might receive error messages that look similar to this:
[ERROR][Wed Dec 1 11:23:42.245] ImportFileNode- ARImport() for
"INTEG_SLMSRS_SLM%Measurement2.def" returned non-zero return code 2
[ERROR][Wed Dec 1 11:23:42.245] ImportFileNode- 168 Error with one of the
field/assignments in the set filter/active link/escalation definition SLM:Measurement
[WARNING][Wed Dec 1 11:23:42.255] ImportFileNode- 311 Field ID is not related to this
form 1000003009
If you encounter these error messages, re-import the failed definition file after you upgrade BMC Service Level
Management and BMC Service Request Management to version 8.1.00. (Select the Overwrite option.) For
information about downloading patches, see Downloading service packs.
17
18
19
Perform post-installation
activities.
20
Read the information provided in Configuring after installation to determine if you need to run any of the
post-upgrade update jobs.
Home
Note
Review the group IDs of any custom groups that you created. Make sure that none of them fall within
the group IDs that are reserved by BMC Remedy AR System. Otherwise, you will not be able to
successfully import the sample data.
Note
As a best practice, adopt a naming convention (such as a prefix for workflow) for your
customizations so that you do not use the same names that BMC Service Request
Management uses.
Home
Note
The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>,
in the Description field of SRDs is not supported. If the description of your existing SRDs contain
these HTML tags, you must manually remove them after upgrade.
Home
Note
During installation, the Multi-tenancy Workflow Customization Information panel appears under the
following conditions:
You previously installed the 8.1 versions of BMC Remedy IT Service Management and BMC Service
Level Management.
You are installing BMC Service Request Management on a primary server in a server group.
You are installing BMC Service Request Management on a stand-alone AR System server.
To reduce installation time significantly, do not install the products over the wide area network
(WAN).
If you are upgrading both BMC Remedy IT Service Management and BMC Service Request
Management to 8.1, upgrade BMC Remedy IT Service Management first so that the foundation
components are upgraded only once.
To avoid configuration problems, accept the default values displayed in the installer unless you
have a valid reason to modify them.
1. Download the BMC Service Request Management installer from the BMC Electronic Product Distribution
(EPD) website, or navigate to the installation directory on the DVD.
2.
BMC Service Request Management 8.1.01
Home
Note
If you are running Windows 2012, do not run setup.exe to start the installer (due to an
incompatibility problem). Run setup.cmd instead, or run setup.exe in interface mode (with
the i command-line option).
Warning
If you performed customizations that are not in an overlay or custom object
and you want to preserve them, click Cancel to stop the upgrade. After you
created overlays or custom objects, start the upgrade.
ii. If you did not perform customizations or you do not want to preserve them, select the
check box to accept the agreement.
The installer overwrites all customizations during the upgrade.
e.
BMC Service Request Management 8.1.01
Home
e. Click Next.
The Multi-Tenancy Workflow Customization Information panel is displayed if you met all the
conditions.
f. Review the following multitenancy options carefully. Depending on the conditions, you might
see three different sets of questions and corresponding options.
Question
Description
Options
Home
Question
Description
Applying the
Multi-Tenancy
service pack takes
a significant
amount of time. Do
Options
Click No to apply the update later.
Note
Home
The update to the multi-tenancy model is not supported if BMC Service Request Management is
installed by itself as a stand-alone product, or if BMC Service Request Management is installed on a
mixed-version stack.
For more information, see Installing and upgrading on a mixed-version stack.
The multi-tenancy update utility is integrated with the BMC Remedy IT Service Management suite and application
installers. You can also start the multi-tenancy update utility manually in the following situations:
To install the update later, after the upgrade finishes (the installer gives this option if your environment has
more than 20 million records)
To run the multi-tenancy updates against the migrated delta data
To restart the update utility, if data errors cause the utility to stop running (you must troubleshoot the data
errors before restarting the update utility)
Note
A description of what the update to the multi-tenancy model does is available in the What's new section.
Notes
Home
Customization of the multi-tenancy model is rare. In the majority of installations, customization of the
multi-tenancy model has not occurred.
If your customization is overwritten by the update, you must reconcile the customization before you run
the update. Reconciling the customization preserves it from being overwritten by the update.
Note
If you performed any of the customizations listed in this section, see Reconciling customizations to the
multi-tenancy model for instructions about how to preserve your customizations. Do that work before
you apply the multi-tenancy update.
You disabled the out-of-the-box workflow that sets data in the Vendor Assignee Group field (Field ID
60900) on any of the forms listed in Forms on which Vendor Assignee Group field is updated.
Note
This is a common customization that you typically make when you are not using the Vendor
Assignee multi-tenancy model for Incident Management. Disabling this workflow leaves the
Vendor Assignee Group null.
Following are examples for the Incident, Change, Release, Problem, Known Error, and Task forms.
Example
Home
On the Incident form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Assigned Support Company (Field ID 1000000251) and Owner Support Company (Field ID
1000000426) permission groups. The following filters control this workflow:
HPD:INC:UpdateGroupList_561_AssignedSupportCompany_Remove
HPD:INC:UpdateGroupList_561_OwnerSupportCompany_Remove
HPD:INC:UpdateGroupList_562_AssignedSupportCompany_Add
HPD:INC:UpdateGroupList_562_OwnerSupportCompany_Add
HPD:INC:UpdateGroupList-ReinitializeVendor-G_566
Example
On the Change form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Change Manager Support Company (Field ID 1000000251), Change Coordinator Support Company
(Field ID 1000003228) and Change Implementer Support Company (Field ID 1000003254) permission
groups. The following filters control this workflow:
CHG:CRQ:UpdateGroupList_ManagerSupCompany_Add
CHG:CRQ:UpdateGroupList_ManagerSupCompany_Remove
CHG:CRQ:UpdateGroupList_AssigneeSupCompany_Add
CHG:CRQ:UpdateGroupList_AssigneeSupCompany_Remove
CHG:CRQ:UpdateGroupList_ImplementerSupCompany_Add
CHG:CRQ:UpdateGroupList_ImplementerSupCompany_Remove
CHG:CRQ:UpdateGroupList-ReinitializeVendor-G
Example
On the Release form, the out-of-the-box workflow sets the Vendor Assignee Group to use the Release
Coordinator Support Company (Field ID 1000000251) permission group. The following filters control
this workflow:
RMS:RLM:UpdateGroupList_ManagerCompany_Add
RMS:RLM:UpdateGroupList_ManagerCompany_Remove
RMS:RLM:UpdateGroupList-CompanyReinitializeVendor-G
Example
On the Problem form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Problem Coordinator Support Company (Field ID 1000000834) and Problem Assigned Support
Company (Field ID 1000000251) permission groups. The following filters control this workflow:
PBM:PBM:UpdateGroupList_560_SupportCompanyPbmMgr_Remove
PBM:PBM:UpdateGroupList_561_AssignedSupportCompany_Remove
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PBM:PBM:UpdateGroupList_562_SupportCompanyPbmMgr_Add
PBM:PBM:UpdateGroupList_563_AssignedSupportCompany_Add
PBM:PBM:UpdateGroupList-ReinitializeVendor-G_566
Example
On the Known Error form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Problem Coordinator Support Company (Field ID 1000000834) and Problem Assigned Support
Company (Field ID 1000000251) permission groups. The following filters control this workflow:
PBM:PKE:UpdateGroupList_560_SupportCompanyPbmMgr_Remove
PBM:PKE:UpdateGroupList_561_AssignedSupportCompany_Remove
PBM:PKE:UpdateGroupList_562_SupportCompanyPbmMgr_Add
PBM:PKE:UpdateGroupList_563_AssignedSupportCompany_Add
PBM:PKE:UpdateGroupList-ReinitializeVendor-G_566
Example
On the Task form, the out-of-the-box workflow sets the Vendor Assignee Group to the value from the
Task's Parent record as well as the Task Assignee Company (Field ID 1000000251) permission group.
The following filters control the workflow that sets the Vendor Assignee Group to the Task Assignee
Company permission group:
TMS:TAS:UpdateGroupList_560_Company
TMS:TAS:UpdateGroupList_560_Company_Continue
You changed the out-of-the-box workflow that sets data in the Assignee Group field (Field ID 112) on any
of the forms listed in Forms on which the Assignee Group field is updated.
Example
On the Incident form, the out-of-the-box workflow sets the Assignee Group to use the permission
group of the following Company fields:
Contact Company (Field ID 1000000082) This is the Customer Company.
Direct Contact Company (Field ID 1000005781) This is the Contact Company.
Company (Field ID 1000000001) This is the Location Company or Process Company as it
drives Categorizations and is located within the Categorizations tab on the form.
The following filters control this workflow:
SHR:SHR:UpdateGroupList-ContactCompany-G_550 On submit, this filter sets Field ID 112 to
the Contact Company permission group.
Home
Note
If you need to search for filters to determine whether a customization was made to this workflow,
most filters that update Field ID 112 or Field ID 60900 in BMC Remedy ITSM applications contain
the phrase 'UpdateGroupList' in their filter names.
You disabled the out-of-the-box workflow that sets data in the Assignee Group field (Field ID 112), which
leaves it null, on any of the forms listed in Forms on which the Assignee Group field is updated.
You changed the out-of-the-box workflow that sets data in the Vendor Assignee Group field (Field ID
60900) on any of the forms listed in Forms on which Vendor Assignee Group field is updated.
If you performed the following work on any of the forms that are modified by the multi-tenancy update,
you must manually update those forms:
Added a new dynamic group field to an out-of-the-box form
Added workflow to populate this new dynamic group field
Added this new dynamic group as a permission to Field ID 1.
Note
This work must be done after you install the multi-tenancy update. For a description of the
manual updates that you need to perform, see After installing the multi-tenancy update.
Home
If you removed an existing out-of-the-box dynamic group permission from Field ID 1 on an existing
out-of-the-box form and you left the corresponding out-of-the-box Dynamic Group group field on the
form, the multi-tenancy update amends the data within the existing Dynamic Group field. However,
because the dynamic group permission was removed from Field ID 1, the data update does not affect the
customization.
The Tenancy Mode of the system was set to either the multi-tenancy or Single-Tenancy value in the
System Settings form.
New Companies or Support Group data, or both, were added to the system.
Note
The multi-tenancy update utility does not update Field 112 on the HPD: Help Desk form. There were no
issues related to Field ID 112 on this form.
List of forms
AAS:Activity
AAS:AuditLogSystem
AAS:WorkInfo
AST:AssetCost
AST:AssetCostDepreciationHeader
AST:AssetLease_
AST:AssetMaintenance_
AST:AssetSoftware_
AST:AssetSupport_
AST:AssetWarranty_
AST:AuditLogSystem
AST:CILifeCycleStatus
AST:Contract_Contact_Dlg
AST:Impacted Areas
Home
AST:Inventory Transactions
AST:InventoryQuantity
AST:LicenseCertificateProductAssociation
AST:LicenseJobAssociation
AST:LicenseJobSchedules
AST:LicenseMgmtException
AST:LicenseMgmtRunCertificateAssociation
AST:LicenseMgmtRunSummary
AST:OutageLog
AST:PurchaseLineItem
AST:PurchaseRequisition
AST:PurchaseRequisitionAttachments
AST:PurchaseRequisitionWorkLog
AST:Schedule Criteria
AST:WorkLog
CBK:ChargeBack
CBK:ChargeBackStatusMessages
CBK:ConfigCBKTimePeriods
CBK:GenerateChargeBackStatus
CBK:TimePeriods
CFG:Decision Tree-Branch
CFG:Reminders
CHG:Associations
CHG:ChangeRequest_AuditLogSystem
CHG:ChangeRiskFactors
CHG:Impacted Areas
CHG:Infra. Change Effort Log
CHG:Infrastructure Change
CHG:WorkLog
CTM:AuditLogSystem
CTM:CFG-ApplicationPreferences
CTM:Login ID
CTM:People Attributes
CTM:People Benefit Info
CTM:People Education
CTM:People HR Attendance Mgmt
CTM:People HR Time Management
CTM:People IT Skills
CTM:People Permission Groups
CTM:People Template
Home
CTM:People Template PG
CTM:People Template SG
CTM:People Travel Profile
CTM:People Wallet
CTM:People WorkLog
CTM:People_Template_SFR
CTM:Support Group Alias
CTM:Support Group Assignments
CTM:Support Group Association
CTM:Support Group On-Call
CTM:SupportGroupFunctionalRole
CTR:AuditLogSystem
CTR:Contract_Relationship
CTR:ContractBase
CTR:GenericContract_
CTR:Rights_Granted
CTR:Terms_Conditions
CTR:WorkLog
FIN:ConfigRules
FIN:Payments
HPD:Associations
HPD:Help Desk Assignment Log
HPD:HelpDesk_AuditLogSystem
HPD:Impacted Areas
HPD:Template Associations
HPD:WorkLog
NTE:Notifier
NTE:Notifier Log
PBM:Costs
PBM:Impacted Areas
PBM:Investigation Associations
PBM:Investigation Effort Log
PBM:Investigation WorkLog
PBM:Known Error
PBM:Known Error Associations
PBM:Known Error WorkLog
PBM:Problem_AuditLogSystem
Home
PBM:Solution DB Alias
PBM:Solution DB Associations
PBM:Solution WorkLog
RKM:ArticleHistory
RKM:Associations
RKM:DecisionTreeTemplate
RKM:Feedback
RKM:HowToTemplate
RKM:KAMBusinessService
RKM:KAMCompany
RKM:KAMOperationalCat
RKM:KAMOrganization
RKM:KAMProductCat
RKM:KAMResolutionData
RKM:KAMSite
RKM:KnowledgeArticleManager
RKM:KnownErrorTemplate
RKM:ProblemSolutionTemplate
RKM:ReferenceTemplate
RKM:SearchHistory
RKM:SearchHistory_Company
RKM:SearchHistory_OperationalCategorization
RKM:SearchHistory_OrganizationDepartment
RKM:SearchHistory_ProductCategorization
RKM:SearchHistory_Service
RKM:SearchHistory_SiteRegion
RKM:SearchHistory_Source
RKM:SearchHistory_VisibilityGroup
RKM:SessionRecordings
RKM:SRMViewHistory
RKM:UpdateRequests
RKM:VisibilityGroupAndCompany_Article
RKM:WatchList
RMS:Associations
RMS:AuditLogSystem
RMS:Release
RMS:ReleaseManifestAssociation
RMS:WorkLog
SLM:GoalSchedule
SLM:Measurement
SLM:MeasurementChild
BMC Service Request Management 8.1.01
Home
SLM:PenaltyRewards
SLM:TeamMeasurement
SLM:UDA_AttachmentAssociations
SRD:ServiceRequestDefinition_DispProp
SRD:WorkInfo
SRM:AppTemplateBridge_DispProp
SRM:Categories_DispProp
SRM:ProcessDefinitionTemplate_DispProp
SRM:Request
SRM:RequestInterface_Create
SRM:Survey
SRM:WorkInfo
TMS:AuditLogSystem
TMS:ConfigPhaseManagement
TMS:ParentApplicationObject
TMS:ParentApplicationTemplate
TMS:Relationships
TMS:SummaryData
TMS:Task
TMS:TaskEffort
TMS:TaskGroup
WOI:Associations
WOI:WorkInfo
WOI:WorkOrder
WOI:WorkOrderInterface_Create
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CHG:Associations
CHG:ChangeRequest_AuditLogSystem
CHG:ChangeRiskFactors
CHG:Impacted Areas
CHG:Infra. Change Effort Log
CHG:Infrastructure Change
CHG:WorkLog
FIN:Payments
HPD:Associations
HPD:Help Desk
HPD:Help Desk Assignment Log
HPD:HelpDesk_AuditLogSystem
HPD:Impacted Areas
HPD:WorkLog
NTE:Notifier
NTE:Notifier Log
PBM:Costs
PBM:Impacted Areas
PBM:Investigation Associations
PBM:Investigation Effort Log
PBM:Investigation WorkLog
PBM:Known Error
PBM:Known Error Associations
PBM:Known Error WorkLog
PBM:Problem Investigation
PBM:Problem_AuditLogSystem
PBM:Solution Database
PBM:Solution DB Alias
PBM:Solution DB Associations
PBM:Solution WorkLog
RMS:AuditLogSystem
RMS:Release
RMS:ReleaseManifestAssociation
RMS:WorkLog
SRM:Request
SRM:Survey
SRM:WorkInfo
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TMS:AuditLogSystem
TMS:SummaryData
TMS:Task
TMS:TaskGroup
WOI:Associations
WOI:WorkInfo
WOI:WorkOrder
Note
On any given form, Field ID 1 can have more than one permission, as shown in the table.
The BMC Knowledge Management forms are listed in a separate table. Refer to that table if BMC
Knowledge Management is installed on your system.
Field ID 1 permissions
Field ID 1 permissions
Field ID 1 permissions
AAS:ActivityInterface
Unrestricted Access
Assignee Group
AAS:ActivityInterface_Create
Unrestricted Access
Assignee Group
AAS:AuditLogSystem
Unrestricted Access
Assignee Group
AAS:WorkInfo
Unrestricted Access
Assignee Group
AST:Account
Unrestricted Access
Assignee Group
AST:Activity
Unrestricted Access
Assignee Group
AST:AdditionalData
Unrestricted Access
Assignee Group
AST:AdminDomain
Unrestricted Access
Assignee Group
AST:Application
Unrestricted Access
Assignee Group
AST:ApplicationInfrastructure
Unrestricted Access
Assignee Group
AST:ApplicationService
Unrestricted Access
Assignee Group
AST:ApplicationSystem
Unrestricted Access
Assignee Group
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Form name
Field ID 1 permissions
Field ID 1 permissions
AST:AssetConfigAssociationJoin
Unrestricted Access
Assignee Group
AST:AssetConfigConfigItemsJoin
Unrestricted Access
Assignee Group
AST:AssetCost
Unrestricted Access
Assignee Group
AST:AssetCostCIJoin
Unrestricted Access
Assignee Group
AST:AssetCostDepCalcDate
Unrestricted Access
Assignee Group
AST:AssetCostDepreciationHeader
Unrestricted Access
Assignee Group
AST:AssetCostJoinFINCost
Unrestricted Access
Assignee Group
AST:AssetJoinASTPeople
Unrestricted Access
Assignee Group
AST:AssetJoinASTPeople
Unrestricted Access
Assignee Group
AST:AssetMaintenance
Unrestricted Access
Assignee Group
AST:AssetMaintenanceReport
Unrestricted Access
Assignee Group
AST:AssetPeople
Unrestricted Access
Assignee Group
AST:AssetPeople_AssetBase
Unrestricted Access
Assignee Group
AST:AssetScheduleAssociationJoin
Unrestricted Access
Assignee Group
AST:AssetSupport
Unrestricted Access
Assignee Group
AST:AssetWarranty
Unrestricted Access
Assignee Group
AST:ASTOuterJoinASTPeople
Unrestricted Access
Assignee Group
AST:AST-TableJoin
Unrestricted Access
Assignee Group
AST:AUD_AssetAssociations
Unrestricted Access
Assignee Group
AST:AuditLogSystem
Unrestricted Access
Assignee Group
AST:BaseElement
Unrestricted Access
Assignee Group
AST:BIOSElement
Unrestricted Access
Assignee Group
AST:BMCAssetBaseJoin
Unrestricted Access
Assignee Group
AST:BMCAssetBaseJoinComponent
Unrestricted Access
Assignee Group
AST:BMCAssetBaseJoinComponent
Unrestricted Access
Assignee Group
AST:BulkInventory
Unrestricted Access
Assignee Group
AST:BusinessProcess
Unrestricted Access
Assignee Group
AST:BusinessService
Unrestricted Access
Assignee Group
AST:Card
Unrestricted Access
Assignee Group
AST:CDROMDrive
Unrestricted Access
Assignee Group
Field ID 1 permissions
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
AST:Certificate_Product_People
Unrestricted Access
Assignee Group
AST:Certificate_Product_Relations_Join
Unrestricted Access
Assignee Group
AST:CertificateBySoftwareContract
Unrestricted Access
Assignee Group
AST:CertificateBySoftwareContract
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:CertificatesJoinLicenseType
JoinFINCostsJoinContractJoinCTR_Rel
Unrestricted Access
Assignee Group
AST:Chassis
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:CILifeCycleStatus
Unrestricted Access
Assignee Group
AST:CIU Search-Associations
Unrestricted Access
Assignee Group
AST:Cluster
Unrestricted Access
Assignee Group
AST:CMDBAssoc CI UA CMDBAssoc
Unrestricted Access
Assignee Group
AST:CommunicationEndpoint
Unrestricted Access
Assignee Group
AST:ComputerSystem
Unrestricted Access
Assignee Group
AST:ComputerSystem_BaseRelation
_Outer
Unrestricted Access
Assignee Group
AST:ComputerSystem
_BaseRelation_Outer_Certificate_Product
_Relations_join
Unrestricted Access
Assignee Group
AST:ComputerSystemATT_Join
Unrestricted Access
Assignee Group
AST:ConcreteCollection
Unrestricted Access
Assignee Group
AST:ConfCertificateTempForm
Unrestricted Access
Assignee Group
AST:ConnectivityCollection
Unrestricted Access
Assignee Group
AST:ConnectivitySegment
Unrestricted Access
Assignee Group
AST:Contract_Contact_Dlg
Unrestricted Access
Assignee Group
AST:Contract_PD_Relationship
Unrestricted Access
Assignee Group
Field ID 1 permissions
_Relations_Join
JoinContract_Relationship
AST:CertificatesJoinConfigLicense
TypeRegistry_Join
AST:CertificatesJoinConfigLicense
TypeRegistryJoinFINCosts
AST:CertificatesJoinConfigLicense
TypeRegistry
JoinFINCostsJoinAssetSoftware
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
AST:ContractPDRelationContractJoin
Unrestricted Access
Assignee Group
AST:ContractPDRelationshipJoin
Unrestricted Access
Assignee Group
AST:ContractRelationshipAndLicenseCertificate
Unrestricted Access
Assignee Group
AST:ContractRelJoinBaseElement
Unrestricted Access
Assignee Group
AST:CostFrequency
Unrestricted Access
Assignee Group
AST:DataBase
Unrestricted Access
Assignee Group
AST:DataBaseStorage
Unrestricted Access
Assignee Group
AST:DependencyStorageJoin
Unrestricted Access
Assignee Group
AST:DiskDrive
Unrestricted Access
Assignee Group
AST:DiskPartition
Unrestricted Access
Assignee Group
AST:Document
Unrestricted Access
Assignee Group
AST:Equipment
Unrestricted Access
Assignee Group
AST:FileSystem
Unrestricted Access
Assignee Group
AST:FloppyDrive
Unrestricted Access
Assignee Group
AST:HardwarePackage
Unrestricted Access
Assignee Group
AST:HardwareSystemComponent
Unrestricted Access
Assignee Group
AST:Impacted Areas
Unrestricted Access
Assignee Group
AST:Inventory Transactions
Unrestricted Access
Assignee Group
AST:InventoryQuantity
Unrestricted Access
Assignee Group
AST:InventoryQuantity_Storage_Join
Unrestricted Access
Assignee Group
AST:InventoryStorage
Unrestricted Access
Assignee Group
AST:IPConnectivitySubnet
Unrestricted Access
Assignee Group
AST:IPEndpoint
Unrestricted Access
Assignee Group
AST:IPXConnectivityNetwork
Unrestricted Access
Assignee Group
AST:Keyboard
Unrestricted Access
Assignee Group
AST:LAN
Unrestricted Access
Assignee Group
AST:LANEndpoint
Unrestricted Access
Assignee Group
AST:LicenseCertificateProductAssociation
Unrestricted Access
Assignee Group
AST:LicenseCertificates
Unrestricted Access
Assignee Group
AST:LicenseCertificatesJoinCMDB
Unrestricted Access
Assignee Group
Field ID 1 permissions
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
AST:LicenseJob
Unrestricted Access
Assignee Group
AST:LicenseJobAssociation
Unrestricted Access
Assignee Group
AST:LicenseJobAssociationJoinRunHistory
Unrestricted Access
Assignee Group
AST:LicenseJobSchedules
Unrestricted Access
Assignee Group
AST:LicenseMgmtException
Unrestricted Access
Assignee Group
AST:LicenseMgmtExJoinJobAssocRunHistory
Unrestricted Access
Assignee Group
AST:LicenseMgmtExJoinJobAssoc
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:LicenseMgmtExJoinJobAssoc
RunHistoryJoinLicCertificates
Unrestricted Access
Assignee Group
AST:LicenseMgmtIncludeClass
Unrestricted Access
Assignee Group
AST:LicenseMgmtRunCertAssocJoinLicCertificates
Unrestricted Access
Assignee Group
AST:LicenseMgmtRunCertificateAssociation
Unrestricted Access
Assignee Group
AST:LicenseMgmtRunSummary
Unrestricted Access
Assignee Group
AST:LicenseMgmtRunSummary
JoinLicenseJobAssocJoinRunHistory
Unrestricted Access
Assignee Group
AST:LicenseMgmtRunSummary
JoinLicenseJobAssocJoinRunSummary
JoinEngExc
Unrestricted Access
Assignee Group
AST:LicenseScopeTable
Unrestricted Access
Assignee Group
AST:LNsCollection
Unrestricted Access
Assignee Group
AST:LoadAssetPeople
Unrestricted Access
Assignee Group
AST:LoadBMC_BaseRelationship
Unrestricted Access
Assignee Group
AST:LoadLicenseCertificates
Unrestricted Access
Assignee Group
AST:LoadWorkLog
Unrestricted Access
Assignee Group
AST:LocalFileSystem
Unrestricted Access
Assignee Group
AST:LogicalSystemComponent
Unrestricted Access
Assignee Group
AST:Mainframe
Unrestricted Access
Assignee Group
AST:Media
Unrestricted Access
Assignee Group
AST:MemberOfHostedAccessPointJoin
Unrestricted Access
Assignee Group
AST:Memory
Unrestricted Access
Assignee Group
Field ID 1 permissions
RunHistoryJoinBaseElement
AST:LicenseMgmtExJoinJobAssocRunHistory
JoinBaseElementJoinBaseRelationship
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
AST:Monitor
Unrestricted Access
Assignee Group
AST:NetworkPort
Unrestricted Access
Assignee Group
AST:NTDomain
Unrestricted Access
Assignee Group
AST:OperatingSystem
Unrestricted Access
Assignee Group
AST:OperatingSystemComponentJoin
Unrestricted Access
Assignee Group
AST:Organization
Unrestricted Access
Assignee Group
AST:OutageLog
Unrestricted Access
Assignee Group
AST:Package
Unrestricted Access
Assignee Group
AST:Patch
Unrestricted Access
Assignee Group
AST:Person
Unrestricted Access
Assignee Group
AST:PhysicalLocation
Unrestricted Access
Assignee Group
AST:PointingDevice
Unrestricted Access
Assignee Group
AST:Printer
Unrestricted Access
Assignee Group
AST:Processor
Unrestricted Access
Assignee Group
AST:Processor_ComputerSystem_Join
Unrestricted Access
Assignee Group
AST:Product
Unrestricted Access
Assignee Group
AST:ProtocolEndpoint
Unrestricted Access
Assignee Group
AST:PurchaseLineItemAssetJoin
Unrestricted Access
Assignee Group
AST:PurchaseLineItemAssetReturnJoin
Unrestricted Access
Assignee Group
AST:PurchaseLineItemInterface
Unrestricted Access
Assignee Group
AST:PurchaseOrderAuditLog
Unrestricted Access
Assignee Group
AST:PurchaseOrderInterface
Unrestricted Access
Assignee Group
AST:PurchaseOrderLineItemJoin
Unrestricted Access
Assignee Group
AST:PurchaseOrderLineItemSupplierJoin
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionAttachments
Unrestricted Access
Assignee Group
AST:PurchaseRequisition-Detail
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionInterface
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionLineItemInnerJoin
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionLineItemOuterJoin
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionWorkLog
Unrestricted Access
Assignee Group
Field ID 1 permissions
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
Field ID 1 permissions
AST:PurchaseReturn
Unrestricted Access
Assignee Group
AST:Rack
Unrestricted Access
Assignee Group
AST:Relation_BaseElement_Locale
Unrestricted Access
Assignee Group
AST:Relation_ComputerSystem_Base
Unrestricted Access
Assignee Group
AST:Relation_ComputerSystem_Base
Unrestricted Access
Assignee Group
AST:Relation_ComputerSystem_Base2
Unrestricted Access
Assignee Group
AST:Relation_IPEndPoint_Base
Unrestricted Access
Assignee Group
AST:Relation_Join_ComputerSystem
Unrestricted Access
Assignee Group
AST:Relation_Join_DiskDrive
Unrestricted Access
Assignee Group
AST:Relation_Join_IPEndPoint
Unrestricted Access
Assignee Group
AST:Relation_Join_LANEndPoint
Unrestricted Access
Assignee Group
AST:Relation_Join_NetworkPort
Unrestricted Access
Assignee Group
AST:Relation_Join_Patch
Unrestricted Access
Assignee Group
AST:Relation_Join_Processor
Unrestricted Access
Assignee Group
AST:Relation_Join_Product
Unrestricted Access
Assignee Group
AST:Relation_Memory_Base
Unrestricted Access
Assignee Group
AST:Relation_OS_Base
Unrestricted Access
Assignee Group
AST:Relation_OS_Memory
Unrestricted Access
Assignee Group
AST:Relation_OS_Patch
Unrestricted Access
Assignee Group
AST:Relation_Patch_Base
Unrestricted Access
Assignee Group
AST:Relation_Processor_Base
Unrestricted Access
Assignee Group
AST:Relation_Processor_Memory
Unrestricted Access
Assignee Group
AST:Relation_Product_Base
Unrestricted Access
Assignee Group
AST:Relation_Product_Memory
Unrestricted Access
Assignee Group
AST:Relation_Product_Patch
Unrestricted Access
Assignee Group
AST:Relationship_Join_BIOSElement
Unrestricted Access
Assignee Group
AST:Relationship_Join_Card
Unrestricted Access
Assignee Group
AST:Relationship_Join_Memory
Unrestricted Access
Assignee Group
AST:Relationship_Join_OperatingSystem
Unrestricted Access
Assignee Group
AST:Relationship_Join_TapeDrive
Unrestricted Access
Assignee Group
_Destination
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
AST:RemoteFileSystem
Unrestricted Access
Assignee Group
AST:ResourceAllocationSettingData
Unrestricted Access
Assignee Group
AST:ResourcePool
Unrestricted Access
Assignee Group
AST:Role
Unrestricted Access
Assignee Group
AST:Schedule Association
Unrestricted Access
Assignee Group
AST:Schedule View
Unrestricted Access
Assignee Group
AST:SchView_SearchfromBase
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:SearchFromBase
_CompSys_VirtSys_AssetPeople
Unrestricted Access
Assignee Group
AST:SearchFromBase
_CompSys_VirtSys_AssetPeople_Exception
Unrestricted Access
Assignee Group
AST:SearchFromBase_CompSys_VirtSysSet
Unrestricted Access
Assignee Group
AST:SearchFromBase_ComputerSystem
Unrestricted Access
Assignee Group
AST:SearchFromBase
_ComputerSystem_Exception
Unrestricted Access
Assignee Group
AST:SearchFromBase_Dependency
Unrestricted Access
Assignee Group
AST:SearchFromBase_Dependency1
Unrestricted Access
Assignee Group
AST:SearchFromBase_Member Of1
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship_Child
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship_Local
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship_Parent
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship1
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship2
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship3
Unrestricted Access
Assignee Group
AST:ServiceOfferingInstance
Unrestricted Access
Assignee Group
AST:SGPASTAssetPeopleAssetBaseJoin
Unrestricted Access
Assignee Group
AST:SGPASTAssetPeopleAssetBaseSGAJoin
Unrestricted Access
Assignee Group
AST:Share
Unrestricted Access
Assignee Group
AST:SoftwareServer
Unrestricted Access
Assignee Group
Field ID 1 permissions
_CompSys_VirtSys_Join
AST:SchView_SearchfromBase
_CompSys_VirtSys_Join_Exception
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
AST:SystemResource
Unrestricted Access
Assignee Group
AST:SystemSoftware
Unrestricted Access
Assignee Group
AST:TapeDrive
Unrestricted Access
Assignee Group
AST:Transaction
Unrestricted Access
Assignee Group
AST:UPS
Unrestricted Access
Assignee Group
AST:UserCommunity
Unrestricted Access
Assignee Group
AST:VirtualSystemEnabler
Unrestricted Access
Assignee Group
AST:VirtualSystemSettingData
Unrestricted Access
Assignee Group
AST:WAN
Unrestricted Access
Assignee Group
AST:WorkInfoInterface_Create
Unrestricted Access
Assignee Group
AST:WorkLog
Unrestricted Access
Assignee Group
CBK:ChargeBackStatusMessage_join
Unrestricted Access
Assignee Group
CFG:BroadcastAssocBroadcast Join
Unrestricted Access
Assignee Group
CFG:BroadcastCIAssoc Join
Unrestricted Access
Assignee Group
CFG:Decision Tree-Branch
Unrestricted Access
Assignee Group
CFG:GEMKDBAssocLookUp
Unrestricted Access
Assignee Group
CFG:GroupEventMapKDBAssoc
Unrestricted Access
Assignee Group
CFG:Reminders
Unrestricted Access
Assignee Group
CHG:Associations-CI Join
Unrestricted Access
Assignee Group
CHG:ChangeAssocJoinCRQ
Unrestricted Access
Assignee Group
CHG:ChangeCIAssocOJoinCRQ
Unrestricted Access
Assignee Group
CHG:ChangeImpactedAreaCIAssociation_Join
Unrestricted Access
Assignee Group
CHG:Change-ImpactedAreasJoin
Unrestricted Access
Assignee Group
CHG:ChangeImpctAreaApproverLookup
Unrestricted Access
Assignee Group
CHG:ChangeInterface_Create
Unrestricted Access
Assignee Group
CHG:ChangeRequest_AuditLogSystem
Unrestricted Access
Assignee Group
CHG:ChangeRiskFactors
Unrestricted Access
Assignee Group
CHG:ChangeRiskFactorsDraft
Unrestricted Access
Assignee Group
CHG:Impacted Areas
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Field ID 1 permissions
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
CHG:LoadInfraChangeEffortLog
Unrestricted Access
Assignee Group
CHG:LoadInfrastructureChange
Unrestricted Access
Assignee Group
CHG:LoadTemplate
Unrestricted Access
Assignee Group
CHG:LoadTemplateAssociations
Unrestricted Access
Assignee Group
CHG:LoadTemplateSPGAssoc
Unrestricted Access
Assignee Group
CHG:LoadWorkLog
Unrestricted Access
Assignee Group
CTM:AuditLogSystem
Unrestricted Access
Assignee Group
CTM:CFG-ApplicationPreferences
Assignee
Assignee Group
Submitter
Unrestricted Access
Assignee Group
CTM:People Template PG
Unrestricted Access
Assignee Group
CTM:People Template SG
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
CTM:People_Template_SFR
Unrestricted Access
Assignee Group
CTM:PeopleITSkillsJoin
Unrestricted Access
Assignee Group
CTM:PeopleUser
Unrestricted Access
Assignee Group
CTM:PeopleUserSupportGroupFunctionalRole
Unrestricted Access
Assignee Group
CTM:Ppl Search-PermissionGrp
Unrestricted Access
Assignee Group
CTM:Ppl Search-SupportGrpFuncR
Unrestricted Access
Assignee Group
CTM:Ppl Search-Worklog
Unrestricted Access
Assignee Group
CTM:PplPermissionSupGrpFuncRoleJoin
Unrestricted Access
Assignee Group
CTM:PPL-SptGrpAssoc-ITSkills
Unrestricted Access
Assignee Group
CTM:PPL-SptGrpFuncRole-ITSkills
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
CTM:SupportGroupAssocPeople
LookUp
Unrestricted Access
Assignee Group
CTM:SupportGroupFunctionalRole
Unrestricted Access
Assignee Group
CTM:SupportGroupFunctional
RolePeopleLookUp
Unrestricted Access
Assignee Group
Field ID 1 permissions
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
CTM:SupportGrpFuncRoleAsLookUp
Unrestricted Access
Assignee Group
CTR:AuditLogSystem
Unrestricted Access
Assignee Group
CTR:Contract_Relationship
Unrestricted Access
Assignee Group
CTR:ContractBase
Unrestricted Access
Assignee Group
CTR:ContractBase
Unrestricted Access
Assignee Group
CTR:ContractBase_Locale
Unrestricted Access
Assignee Group
CTR:ContractBase_Locale
Unrestricted Access
Assignee Group
CTR:GenericContract_
Unrestricted Access
Assignee Group
CTR:MasterContract
Unrestricted Access
Assignee Group
FIN:CostAssocJoin_SHRSchemaName
Unrestricted Access
Assignee Group
FIN:CostCategoryConfigCategoryJoin
Unrestricted Access
Assignee Group
FIN:CostCategoryRepository
FIN:CostCenterAssociation
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
HPD:HelpDesk_AuditLogSystem
Unrestricted Access
Assignee Group
HPD:Impacted Areas
Unrestricted Access
Assignee Group
HPD:IncidentInterface_Create
Unrestricted Access
Assignee Group
HPD:IncidentROIConfig_Join
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
HPD:Template Associations
Unrestricted Access
Assignee Group
NTE:Notifier
Unrestricted Access
Assignee Group
NTE:Notifier Log
Unrestricted Access
Assignee Group
PBM:Costs
Unrestricted Access
Assignee Group
PBM:Impacted Areas
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
PBM:KnownErrorInterface
Unrestricted Access
Assignee Group
PBM:Problem_AuditLogSystem
Unrestricted Access
Assignee Group
PBM:ProblemInterface_Create
Unrestricted Access
Assignee Group
PBM:Solution DB Alias
Unrestricted Access
Assignee Group
Field ID 1 permissions
Home
Form name
Field ID 1 permissions
Field ID 1 permissions
Field ID 1 permissions
RMS:Associations-CI-Join
Unrestricted Access
Assignee Group
RMS:AuditLogSystem
Unrestricted Access
Assignee Group
RMS:ChangeCIAssoc
Unrestricted Access
Assignee Group
RMS:FINCostsOJoinManifestAssoc
Unrestricted Access
Assignee Group
RMS:RelationshipsInterface_Create
Unrestricted Access
Assignee Group
RMS:ReleaseApproverLookup
Unrestricted Access
Assignee Group
RMS:ReleaseAssetBaseApproverLookup
Unrestricted Access
Assignee Group
RMS:ReleaseAssetBaseAssociation
Unrestricted Access
Assignee Group
RMS:ReleaseAssociationJoinCI
Unrestricted Access
Assignee Group
RMS:ReleaseInterface
Unrestricted Access
Assignee Group
RMS:ReleaseInterface_Create
Unrestricted Access
Assignee Group
RMS:ReleaseManifest
AssocChangeByStatus
Unrestricted Access
Assignee Group
RMS:ReleaseManifestAssociation
Unrestricted Access
Assignee Group
RMS:ReleaseManifestAssocJoinActivity
Unrestricted Access
Assignee Group
RMS:ReleaseManifestInterface
Unrestricted Access
Assignee Group
RMS:RMAJoinChangeAssocCIJoin
Unrestricted Access
Assignee Group
TMS:AuditLogSystem
Unrestricted Access
Assignee Group
TMS:ConfigPhaseManagement
Unrestricted Access
Assignee Group
TMS:ParentApplicationObject
Unrestricted Access
Assignee Group
OJoinReleaseChangeAssoc
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
RKM:ArticleHistory
Unrestricted Access
Assignee Group
RKM:AssociationKAM_Join
Unrestricted Access
Assignee Group
RKM:AssociationKAM_Join_SRM
Unrestricted Access
Assignee Group
RKM:Associations
Unrestricted Access
Assignee Group
RKM:DecisionTreeTemplate
Unrestricted Access
Assignee Group
Home
Form name
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
RKM:DecisionTreeTemplate
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:Feedback
Unrestricted Access
Assignee Group
RKM:HowToTemplate
Unrestricted Access
Assignee Group
RKM:HowToTemplate
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:KAM_Detail_Join
Unrestricted Access
Assignee Group
RKM:KAM_Detail_Sign_Join
Unrestricted Access
Assignee Group
RKM:KAMApproverLookup
Unrestricted Access
Assignee Group
RKM:KAMAsynchronousUpdate
Unrestricted Access
Assignee Group
RKM:KAMBusinessService
Unrestricted Access
Assignee Group
RKM:KAMCompany
Unrestricted Access
Assignee Group
RKM:KAMOperationalCat
Unrestricted Access
Assignee Group
RKM:KAMOrganization
Unrestricted Access
Assignee Group
RKM:KAMProductCat
Unrestricted Access
Assignee Group
RKM:KAMSite
Unrestricted Access
Assignee Group
RKM:KnowledgeArticleManager
Unrestricted Access
Assignee Group
RKM:KnowledgeArticleManager
_Interface
Unrestricted Access
Assignee Group
RKM:KnowledgeSources
Unrestricted Access
Assignee Group
RKM:KnowledgeWatchList
Unrestricted Access
Assignee Group
RKM:KnownErrorTemplate
Unrestricted Access
Assignee Group
RKM:KnownErrorTemplate
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:ProblemSolutionTemplate
Unrestricted Access
Assignee Group
RKM:ProblemSolutionTemplate
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:ReferenceTemplate
Unrestricted Access
Assignee Group
RKM:ReferenceTemplate
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:SearchHistory
Unrestricted Access
Assignee Group
RKM:SearchHistory_Company
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Home
Form name
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
RKM:SearchHistory
_OrganizationDepartment
Unrestricted Access
Assignee Group
RKM:SearchHistory
_ProductCategorization
Unrestricted Access
Assignee Group
RKM:SearchHistory_Service
Unrestricted Access
Assignee Group
RKM:SearchHistory_SiteRegion
Unrestricted Access
Assignee Group
RKM:SearchHistory_Source
Unrestricted Access
Assignee Group
RKM:SearchHistory_VisibilityGroup
Unrestricted Access
Assignee Group
RKM:SessionRecording_KAM_Join
Unrestricted Access
Assignee Group
RKM:SessionRecordings
Unrestricted Access
Assignee Group
RKM:SRMViewHistory
Unrestricted Access
Assignee Group
RKM:UpdateRequest
_CountRequests
Unrestricted Access
Assignee Group
RKM:UpdateRequests
Unrestricted Access
Assignee Group
RKM:VisibilityGroup
AndCompany_Article
Unrestricted Access
Assignee Group
RKM:VisibilityGroupMapping
Unrestricted Access
Assignee Group
RKM:Visibility
GroupMapping_backup
Unrestricted Access
Assignee Group
RKM:WatchList
Unrestricted Access
Assignee Group
RKM:SearchHistory
_OperationalCategorization
Related topic
If you have multi-tenancy model customizations that are overwritten by the update, you must reconcile them.
For information about reconciling customizations, see Reconciling customizations to the multi-tenancy model.
Note
Home
This information applies only to forms that are amendeded by the multi-tenancy update. If you made
updates to any forms that are not overwritten by the update, you do not need to reconcile those
changes.
Example
Note
This is only an example. Any reference to what the multi-tenancy update does is hypothetical.
1. You have an out-of-the-box form with the following field ID 1 permission values: Unrestricted Access and
Assignee Groups (Field 112).
2. The out-of-the-box workflow sets Field 112 to the permission groups of Company 1 and Company 2.
3. You modified the out-of-the-box workflow to set Field 112 to include a custom Company field, Company
3.
4. The multi-tenancy update adds an existing Company permission to Field 112 that was originally omitted,
Company 4.
5. Because the multi-tenancy update overwrites Field 112 with the Company 1, Company 2, and Company 4
permission groups, the custom Company field that you added, Company 3, is not included in the updated
form.
6. To add the Company 3 permission group to Field 112, you create a custom SQL update that adds all four
company permission groups to Field 112.
7.
BMC Service Request Management 8.1.01
Home
7. You also reconcile the out-of-the-box workflow that sets Field 112 with the workflow changes that you
made in step 4; that is, you change the workflow to include Company 4.
Note
For BMC Remedy IT Service Management 8.1.00 and BMC Atrium Core 8.1.00, use this console only to
manage updates to the multi-tenancy model.
Home
Note
For a description of the Application Maintenance console UI, see Application Maintenance console UI
description.
Home
Tip
Check the Form column for the name of the form. If you do not see the form, verify that the
correct application is selected in the View By menu.
Note
For each form listed in Forms on which you can update only Field ID 112, there are two records
with the same sequence number. One record has an Online? status of Yes, and the other has no
Online? status. Select the record with the Online? status of Yes.
2.
BMC Service Request Management 8.1.01
Home
Action
Check the Status column in the console table for the form with the status of Executing.
Data errors
If the update stops running because of a data error, check the Status column in the console table for the form with the
status of Fail. This is the record with the data error. Perform your troubleshooting diagnosis on this form.
Number of records to
process for a given form
Click Refresh Counts and then, in the console table, check the number in the Records to Update column of the form that
has the status of Executing.
Forms already
processed
Check the Status column in the console table for forms with the status of Successful.
Forms waiting to be
processed
Check the Status column in the console table for forms with the status of Pending.
Home
Note
For a description of the columns and other UI controls, see Application Maintenance console UI
description.
Home
Function
Maintenance
Group menu
Use this field to select the type of maintenance work that the console manages. For the multi-tenancy update, select Multi-Tenancy
only.
View By
menu
Use this menu to control which multi-tenancy records appear in the table. The selections are as follows:
All products: Shows the multi-tenancy-related forms for all of the BMC Remedy ITSM and related products installed in your
environment
ITSM: Shows the multi-tenancy-related forms for the core BMC Remedy ITSM applications, including Foundation
SRM: Shows the multi-tenancy-related forms for the BMC Service Request Management application
RKM: Shows the multi-tenancy-related forms for the BMC Knowledge Management application
SLM: Shows the multi-tenancy-related forms for the BMC Service Level Management application
Atrium: Shows the multi-tenancy-related forms for BMC Atrium Core application
Refresh
button
Click this button to update the contents of the Application Maintenance console with the latest information.
Product
column
Identifies the product related to the form named the table row. This column is particularly useful if you select All products in the View
By menu.
Sequence
column
Identifies the order in which the multi-tenancy update processes the form named in the table row. The form in a Pending state and
with the lowest sequence number is processed by the update utility first, followed by the next highest number, and so on. In some
cases, several forms can have the same sequence number. In such cases, the update processes the forms concurrently.
Application
Identifies the application component associated with the form named in the table row
column
Form
column
Records Up
Identifies the total number of individual records that will be updated when the multi-tenancy update runs against the form named in
to Date
column
Status
column
Identifies the status of the form named in the table row. Status values are as follows:
Executing: The multi-tenancy update utility is currently processing the form and its associated records.
Pending: The multi-tenancy update utility has not yet started to process the form (or its associated records).
Fail: The multi-tenancy update utility began to process the form but encountered a data error in the form or in one of the
associated records. If you encounter the Fail status, see Troubleshooting the multi-tenancy update for information about
troubleshooting failed updates.
Successful: The multi-tenancy update utility successfully updated the form (and its associated records).
Online?
column
Controls whether the form and its associated records are processed by the update. Records with a Yes value are processed; records
without a value are not processed.
See the entry for the Online / Offline button later in this table for information about how to prevent the update utility from
processing a specific form.
Run button
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Name
Function
Click this button to re-run the update utility against the form named in the selected row. For more information about this button, see
Testing data fixes.
Refresh
Click this button to see how many records there are to process for the record selected in the table.
Counts
button
Reset to
Pending
This button is available only when you highlight a row in the table with a status of Fail. After you troubleshoot and correct the cause
of the Fail status, use this button to reset the status to Pending. For more information, see To test data fixes.
button
Online /
Click this button to move the form associated with the highlighted row offline. For more information, see Controlling which records
Offline
button
Date field
Use this field to indicate the date and time when the last record was created in your production environment prior to taking the
snapshot of the database that you used in your upgrade staging environment. For more information, see To prepare the staging
system for updating migrated delta data.
Reset button
The Reset button resets all of the multi-tenancy records (for all installed products) to the Pending state in preparation for the
migrated delta data updates. For more information, see To prepare the staging system for updating migrated delta data.
Additional
Information
field
This field provides a plain English explanation of what the SQL statement does to the form named in the selected table row.
(UNIX) mtutility.sh
4.
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5. Select a mode in which to run, Mode 1 or Mode 2, and provide the arguments.
Mode 1, or (1) Command You type the command arguments that are listed in the following table
on the command line.
Mode 2, or (2) Interactive The utility prompts you for the arguments one at a time.
Multi-tenancy update utility arguments
Argument
Value
Description
type
-u
String
-p
String
AR System administrator user name password, mandatory if your system uses a password
-x
String
Name of AR System server on which the server is installed and the BMC Remedy ITSM applications are
deployed, mandatory
-a
String
-t
Integer
-r
Integer
-timeout
String
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Argument
Value
type
Description
Note: If the multi-tenancy update utility is timing out because the server is busy or if the utility is taking a
long time to respond after recaching, you must increase the timeout values. For example, you would
increase the values 120:400:1800, provided in the preceding example, to 300:600:2000.
The following illustrations provide an example of what the command line looks like for each mode:
Mode 1, or (1) Command
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6. When you finish providing the arguments, press Enter to start the utility.
Note
For lists of the forms and fields modified by the multi-tenancy update, see Forms and fields overwritten
by the multi-tenancy update.
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Example
In your out-of-the-box installation, field ID 1 on Form A has the 112 permission group.
You customized the form by adding the 60000 permission group to Field ID 1 on Form A, which means that
Field ID 1 now has the 112 and the 60000 permission groups. Because adding the 60000 permission group is
a customization, the 60000 permission group becomes part of the overlay layer.
When you run the multi-tenancy update, it updates Field ID 1 on Form A by adding the 60900 permission
group to the field 1 permissions. This means that the base layer has the 112 and 60900 permission groups.
You must manually add the new permission groups that were added to field ID 1 by the multi-tenancy
update to your overlay layer. This means that you need to manually add the 60900 permission to the overlay
version of the forms that were updated by the multi-tenancy update.
Note
The multi-tenancy update does not affect the data in your custom dynamic group field.
3.
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Note
The Reset to Pending button is only available when the selected record is in the Fail status.
4. On the Application Maintenance console, click Run to start the multi-tenancy update workflow on the
record that you reset.
When the workflow finishes running against the selected record, the record returns to the Fail status and
the processing stops.
5. Review the filter and SQL logs to determine and then fix the cause of the failure.
6. After you fix the problem, repeat steps 3 through 5 until the update completes with a status of Successful.
7. Turn off filter and SQL logging.
8. Restart the multi-tenancy update utility manually.
Note
In BMC Service Request Management 8.1, all new service requests are now subject to On Behalf Of
(OBO) rules, except for those created automatically by BMC fulfillment applications. For example, when
a web service creates a service request, an OBO rule must be configured so that the Requested By user
can submit a service request on behalf of the Requested For user.
As part of the upgrade, evaluate your integrations to see if you must configure new OBO rules. For more
information, see Creating on-behalf-of definition rules, Integration methods, and
Request_Submit_Service.
BMC Service Request Management 8.1.01
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Home
2. Search for your Product Ordering SRD in the Service Catalog Manager Console, as explained in Searching
for SRDs.
3. Click View to open the SRD.
4. If the SRD is deployed, click Take Offline.
5. In the Process Template field, click Clear and then click Select.
6. From the list of available processes, select Product Ordering Process.
7. Click Turn Online.
8. Save the SRD.
Note
For custom AIFs, Request Again behaves like a new request. If you want to use this feature, review the
out-of-the-box AIFs and implement what you want copied over when using Request Again. Additionally,
the Product Ordering feature, which uses a new out-of-the-box AIF, does not work, unless the changes
are reconciled.
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5. Search for the SRS:AdvancedInterface_FieldsReference form, and create an overlay of the form.
6. From the SRS:AdvancedInterface_FieldsReference form, copy all of the fields under the z2PF_Additional
Fields tab into the custom forms.
7. Verify that the following fields exist on the custom form.
303802500 CallType
1000000066 z1D Char02
1000000067 z1D Char03
8. If they are not present, copy them from the SRS:AdvancedInterface_FieldsReference form to the custom
form.
9. In the custom form, go to Form > Add/Remove Fields in View > Select fields Attached File 2, Attached File 3 .
10. Click OK.
11. Select Select from existing Pools > z2AP_WorkInfo_Attachment in the Create/Select Attachment Pool
dialog box.
12. Verify that the CallType (303802500), Attached File 2 (304303790), and Attached File 3 (304303800) fields
have Submitter, Public, and General Access change permissions.
13. Create a working list of the forms from which this custom form was created. For example, if the form was
created using the SRS:AdvancedInterface_WithBackendMapping form, create a working list of the
SRS:AdvancedInterface_WithBackendMapping forms.
14. If there are any other overlaid objects, delete them.
15. Select each workflow that is not overlaid (active link, active link guide, filter or filter guide) and overlay
them, one by one.
16. If any changes were made to the out-of-the-box workflows, reconcile them.
17. After the overlays are created, select all of the workflows.
18. Edit them (by selecting Workflows > Right-click > Edit) to bring up the Forms list dialog box.
19. Click Add, and enter the custom form name.
20. Select the form and click OK to add the form to the forms list.
21. Click OK to close the forms list dialog.
22. Test all of the out-of-the-box and custom AIFs to ensure that they work properly.
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Note
This topic applies when the foundation and BMC Remedy ITSM are upgraded after BMC Service Request
Management 8.1 is upgraded or installed. In mixed mode, with BMC Remedy AR System, BMC Atrium
Core, and BMC Service Request Management at 8.1 and the BMC Remedy IT Service Management
(foundation) is at 7.6.04 SP2. The field, Form Type = "Staging Form", is added only after BMC Remedy
ITSM 8.1 is installed.
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10 Using
This section describes how to use the BMC Service Request Management product to create and manage service
requests. It also describes how to view Knowledge Base articles and run reports on activities in the application.
The following topics are provided:
Accessing the interface
Navigating the interface
Using the Request Entry console
Using the Service Request Coordinator Console
Reviewing the approval cycle of a request
Approving or rejecting requests via email
Approving requests by using Approval Central
Using the Business Manager Console
Using the Work Order Management application
Using Identity Request Management Services
Accessing user information
Communicating with users
Fulfilling service requests
Using reports
Using search
Using social collaboration
10.1.1 To log in and access the BMC Remedy ITSM Suite applications
1. Type the following URL into your browser:
http://<webServer>:<port>/arsys/shared/login.jsp
<webServer>: Fully qualified name of the BMC Remedy Mid Tier system, specified in the format
server_name.company.com.
<port>: (Optional) Port number (required if the web server is not on the default port)
2. In the User Name and Password fields of the Welcome page, enter your user name and password.
3. Click Login. The IT Home Page opens.
Note
BMC Service Request Management 8.1.01
3.
Home
The IT Home page opens by default, however, system administrators can configure another home
page to open, instead.
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Purpose
Breadcrumb
bar
The breadcrumb bar helps you keep track of the records you are viewing and helps with navigation. For more information about
breadcrumbs, refer to Navigating consoles, forms, and modules.
Global search
Type in a word or a phrase in the search area, and the application will search across multiple forms for records that match your
input. For more information about global search, refer to Using Global search.
Navigation pane
Application
menu
Depending on your permissions and other installed applications, the following links are displayed. Use them to open consoles for
applications as well as consoles for other features.
Quick Links
AR System Administration
AR System Sample Application
Administrator Console
Analytics
Asset Management
Atrium Core
Atrium Integrator
Home
Functional
area
Purpose
Change Management
Change Management Dashboard
Contract Management
Data Management
Foundation Elements
Incident Management
Knowledge Management
Problem Management
Process Designer
Product Catalog
Release Management
Requester Console
Return On Investment
Service Level Management
Service Request Management
Task Management
Virtual Agent
Note: When you run your mouse over the applications, you see a second menu. You can select one of those options to go
directly to a form. For example, roll over Change Management and select Change/Release Calendar. The Calendar screen
appears.
Configuration
Buttons
Overview
console
Company
and View By
These fields combine to provide a way to indicate the company name and the assigned-to categories filtering the records in the
Console List table.
Refresh
Preferences
This button allows you to set preferences for the console list table. You can remove columns, set refresh intervals, reset and save
your preferences.
Console List
table
Home
button.
To configure panels
You can select what to display on your IT Home page.
Note
You can configure your panels only with options for which you have permissions.
1. In the panel, click the Show list and run your cursor over the list of options.
2. From the list of work areas for each option, select the one to display (for example, Asset Management >
Software Certificates).
The panel displays your selection.
3. Repeat steps 1 and 2 for your other panels.
To change display on a panel, click the
4. Click the
A dialog box confirms that your customized layout has been saved.
5. Click OK.
When you next log on, you will see your saved IT Home page.
button.
button.
button.
A dialog box informs you that the default layout for this page will be brought back.
2. Click OK to proceed or Cancel to retain your current layout.
If you click OK, the panels on the IT Home page disappear and the Overview Console is displayed.
Home
Home
As you work with the forms and dialog boxes associated with this console, you might see a plus sign
included
in a field label. You can type part of the information next to these fields and press ENTER. If an exact match is
located, the program automatically completes the field. If a selection list appears, double-click the item you want
to put in the field. Using auto-fill fields and lists is faster, more consistent, and more accurate than typing the
information.
Related topics
Overview console functional areas
Selecting status values
Console list table
Purpose
Overview
Console header
Search
The Global search feature lets you search across multiple forms for records that match a key term.
Show/Company
This area contains the following fields: Show and Company. These fields combine to provide a way that you can filter the
records in the console table.
The Show field provides a filter by which you can manage the contents of the Console List table. The choices are:
Submitted By Me Shows all records submitted by you.
Assigned To Me Shows all records assigned to you.
Assigned To My Selected Groups Asks you to select one of the groups to which you belong, and then displays the
records assigned to that group.
Assigned To All My Groups Displays the records assigned to or requested for all of the support groups to which you
belong.
The Company field restricts the criteria that you choose in the Show field for the selected company. This helps you
manage the number of records returned by the Show field.
Refresh
Navigation pane
View Broadcast,
or New
Broadcast
Opens the broadcast dialog box, from where you can view, create, modify, and delete broadcasts
When there are unread broadcast messages, this area displays a message: New Broadcasts, followed by the number of
new messages. When there are new broadcast messages, the area also turns red.
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Functional area
Purpose
Note: If you open the Overview console with no new broadcast messages, but the View Broadcast link is red, open the
Application Preferences dialog box and make sure that a Console View preference has been selected.
Functions
IT Home Page
ROI Console
CMDB
Console List
panel
View
Displays a form containing detailed information about the selected record in the Console List table.
In a Hub and Spoke environment, when you click View, you open a record directly from the spoke server.
Create
Create for
Company
On a hub server in a Hub and Spoke environment, creates a record after asking you to select a company from a list of
operating companies. The record is created and submitted on the spoke server where the company is defined.
Service Context
Opens the Service Context Summary view for the record selected in the console table. For more information about Service
Context, see Using BMC Atrium Service Context.
Note: The Service Context icon is only available on the Overview console when you open the Overview console from the
Applications list.
Opens a dialog box from which you can select the type of ticket you are searching for. After you select the type of record
from the menu, click the Select button to open a search form specific to the type of ticket you are searching for.
Note: To see activity records and CI unavailability records, you must search for those tickets, because these records are not
displayed in the Console List table.
Preferences
Using Preferences, you can control the appearance of the Console List table. For example, you can add or remove a column.
Console List
table
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2. In the Select Status Values dialog box, select the status values for each category from the lists, then click
OK to close the dialog box.
3. If the Assigned Work table does not refresh with the filtered records, click Refresh to reload the table's
contents.
Description
Request ID
ID of the request. The prefix identifies each type of request. See the prefix descriptions in the following table.
Parent Request ID
ID of the parent request from which the current request was created, if applicable.
Request Type
Summary
Service
Status
Priority
Assignee Group
Assignee
Description
CRQ
Identifies change requests. To view and define change requests, BMC Change Management must be installed.
RLM
Identifies release requests. To view and define release requests, BMC Change Management must be installed.
TAS
Identifies tasks.
SDB
Identifies solution database entries. To view and define solution entries, BMC Service Desk must be installed.
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Prefix
Description
INC
Identifies incidents. To view and define incidents, BMC Service Desk must be installed.
PBI
Identifies problems. To view and define problems, BMC Service Desk must be installed.
PKE
Identifies known errors. To view and define known errors, BMC Service Desk must be installed.
PR
Identifies purchase requisitions. To view and define purchase requisitions, BMC Asset Management must be installed.
You can also change the table's contents by using the Show and Company filters at the top of the console:
Show Shows records that either are assigned to you or to your support groups.
Submitted By Me All change requests created by you.
All All change requests, regardless of who created them.
Assigned To Me All change requests assigned to you.
Assigned To My Selected Group All change requests assigned to a specific support group of which
you are a member. If you select this, you are prompted to select the support group.
Assigned To All My Groups All change requests assigned to all of the support groups of which you
are a member.
Company Shows records that are created for the selected company.
If there are more entries than the system can show in the table, use the arrow keys at the right top corner of the
table to scroll through the table.
Note
If you are working in a hub and spoke environment and open a spoke server record from the hub server,
the spoke server record opens in its own window. Each subsequent spoke server record that you open
from a hub server also opens in its own window. You can open as many spoke server windows as
necessary.
Be aware that opening a spoke server record on a hub server can take a little longer than it does to open
records in environments that are not configured for the Hub and Spoke capability. This is because the
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hub server must first determine which spoke server to connect to and then open the record in separate
browser window.
If you open a related record from a form, the related record opens in the view that was occupied by the form. For
example, if you are working with a problem investigation (the "parent" record) and from the parent record you
open a related incident request, the incident request replaces the parent record in the view. If you then open a
change request from the incident request, the change request replaces the incident request in the view, and so
on. To help you keep track of the records you are viewing and to help with navigation, there is a breadcrumb bar
across the top of the view field.
Note
Not all of the consoles, forms, and modules open in the view area. For example, the BMC Remedy AR
System Approval Central module opens in a new window. When a console, module, or form opens in a
window, it is not added to the breadcrumb bar.
The breadcrumb bar contains links to the records that you opened from the parent record. When you open a
record, the breadcrumb trail expands along the breadcrumb bar to the right, with the new link. If there are more
than six links in the breadcrumb trail, arrows appear at one or both ends of the bar that let you scroll back and
forward on the bar to see links not currently in the view.
The first link in the breadcrumb trail indicates the place from which you started. It can be a console or a form. For
example, if you open a change request record directly from the IT Home page, the first link in the breadcrumb
trail takes you to the change request.
The last link corresponds to the record currently in the view. If you open a link to the left of the record currently
in view, the system truncates the breadcrumb trail to that link. The history is retained, however, so you can use
the back and forward arrows in the navigation controls to move through the bar one record at a time. There is
also a history of your most recently viewed records, which you can use to move directly to a record. Click the
down arrow to open the history list.
Note
The Forward button is only visible after you move back down the breadcrumb bar by opening a link to a
record that you previously viewed.
If you are viewing a record from the middle of the breadcrumb trail and then branch off to another parent-type
record, the system removes the forward breadcrumb trail from the point where you branched off and starts a
BMC Service Request Management 8.1.01
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new history from there, using the new parent-type record as the starting point. For example: You open a problem
investigation, then open a related incident request, and from the incident request you open a related change
request. If you go back to the incident request record and then open a second problem investigation, the
breadcrumb bar no longer contains a link to the change request. The breadcrumb trail now shows the original
problem investigation, the incident request, and the second problem investigation. It then shows any related
records that you subsequently open from the second problem investigation.
When you close the parent record, the system removes the breadcrumb history.
What happens to data as I move back and forth on the breadcrumb trail?
If you are entering information into a record and open another record from the breadcrumb trail, the system
prompts you to save the work, if you have not done so. If you do not save the information, the system does not
preserve it on the record and you must re-enter it later.
If someone updates a record on your breadcrumb trail that is not currently in the view, those changes are visible
to you when you open the record again.
How does the breadcrumb trail behave with forms in Search mode?
If you run a search from a form that is in Search mode, the last entry in the breadcrumb trail is the name of the
form.
When you open a record from the search results table, that record does not appear in the breadcrumb trail.
However, if you drill down through that record to open other related records, those related records will appear in
the breadcrumb trail.
To return to the originating record, use the history list.
Note
All of the records that you open from a form in Search mode are added to the history list.
To return to the results table, click the name of the form in the breadcrumb trail.
Note
If there is a record in the history list that you want to open in a second window, press the Shift key and
then double-click the entry.
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If you are working in a new record that has not yet been saved and open a new child type record (task, activity, CI,
and so on), the system will open a new window automatically to accommodate the new child record. This
prevents the information in the new, unsaved parent record from being lost.
Tip
Before you open any of the following consoles, forms, or modules, save the changes to the IT Home
page that you want to keep.
Bold label
followed by an
asterisk (*)
Field is optional.
Italicized label
System-generated value for this field. Typically this field is read-only for the user.
Label followed by
Additional functionality is associated with this field. Typically, you access this functionality by pressing Enter. For example, you
might press Enter in a field to access a search dialog box or to perform a search based on the value typed into the field.
If a field label followed by a plus sign is also bolded, the field is required. Otherwise, the field is optional.
a plus sign
Note: If you leave the field blank when you attempt to submit the form, the field is highlighted with a red border.
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Home
Note
If pop-up blocking is enabled for your browser, some features in the Request Entry console will not
function. To enable use of all features of the application, disable pop-up blocking or modify the pop-up
blocker settings to add the BMC Remedy AR System Mid Tier web server to the exception list.
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Note
If you are using Microsoft Internet Explorer 8, to ensure that the browser displays image slides correctly,
navigate to Tools > Developer Tools and set Browser Mode to Internet Explorer 8 and Document Mode
to Internet Explorer 8 Standards.
In addition, the menu bar at the top of the page shows links and icons for:
Broadcasts Click this link to view broadcast announcements from your company. The Broadcasts popup
is configured in User Preferences. For more information about broadcasts, see Setting Request Entry
console preferences.
Cart Click this icon to view or add requests for submission. For more information about the shopping
cart, see Using the cart.
Home Click this icon from any screen on the Request Entry console and select the home page you want
to view: SRM Home Page (for the Request Entry console home page) or IT Home Page (for the IT Overview
Console page).
Question mark (Help) Click this icon to view the following options.
Help Click this link to view online help.
Give Feedback Click this option to submit your comments and suggestions about the Request
Entry console to the administrator. For more information, see Providing feedback on the Request
Entry console
Complete Survey Click this option to respond to surveys. For more information about surveys, see
Submitting a request survey.
Gear (Settings) Click this icon to view the following options:
Preferences Click this option to modify your console settings. For more information, see Setting
Request Entry console preferences.
Approvals Click this link to view a list of individuals who must approve your requests. For more
information, see Viewing current approvers.
On Behalf of Click this option to search for users on whose behalf you can allowed to submit
requests. For more information about submitting requests on behalf on others, see Submitting
requests on behalf of other users.
Down Arrow (Logout) Click this icon to log out of the Request Entry console.
Slide show
If the administrator has configured service marketing slides, you will see description and images of services and
other IT initiatives that your company is promoting. You can request a promoted service directly from the service
marketing area. For more information about submitting requests, see Submitting requests.
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Popular Requests
This selection lists popular requests in your organization. These requests are added automatically, based on how
many times users submits a request during a specified period of time. The maximum number (default is 10 if the
marketing pod is enabled, and 15 if the marketing pod is disabled ) and the length of the time period (default is a
week) is configurable by the application administrator. From this list, you can select a request with a single click.
Popular Articles
This is a list of the most popular Knowledge Base articles that are used to troubleshoot problems. This list appears
only if the administrator has installed BMC Knowledge Management. Click an article to view it in a separate
window. If none of the listed articles address your issue, enter a keyword in the Search field to find articles on a
specific topic. For more information about Knowledge Base articles, see Using Knowledge Base articles to resolve
problems.
Search
The Search field enables users to find matching requests and Knowledge Base articles using the type ahead
functionality. When the user begins to type in the Search field, the application displays suggestions in a
type-ahead list below the Search field. The user can select a suggested keyword, or continue to enter the
keyword in the Search field. Clicking the Search (magnifying glass) icon displays records that match the search
keyword. If there are too many results to display on one screen, the user can click more... to display results in
chunks.
My Requests
This is a list of requests that you submitted and, if any, requests that were submitted on your behalf by another
user. By default, the system shows requests that are in the Open or Draft status, along with their request ID,
submitted date, and status. You can filter the list of requests that is displayed by choosing an option from the
Show drop-down list. See Viewing and managing your requests.
Note
Information displayed about requests might not be current. For example, a request might have been
approved after it was displayed in the list, so its status is no longer Waiting Approval.
To see the most current information, refresh the list of requests by performing a search or by selecting
an option from the Show list.
Quick Links
This is a list of hyperlinks to internal and external websites, such as a link to a request catalog on a website. These
links display only if the administrator has configured them for your company. For information about configuring
quick links, see Configuring quick links.
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Favorites
This link displays a list of requests that you marked as your favorites on the Categories page. You can submit a
request, add to cart, or remove a request from your Favorites list from the BMC Service Request Management
home page. For more information about adding requests to the Favorites list, see Managing your list of favorite
requests.
Categories
The Browse button links to request categories that are available to you. When you select a category, you can view
the list of requests grouped under it. For more information about request categories, see Selecting requests from
categories.
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If you do not find an article to resolve your problem, you can submit an issue. The system automatically tags the
articles that you viewed before you submitted the issue. This enables Support to identify the articles, and possibly
review them.
For more information, see the following topics:
Searching for a Knowledge Base article
Reporting an issue from a Knowledge Base article
Providing feedback about a Knowledge Base article
To report an issue
1. In the bottom-right section of the article, click Report an Issue.
2. In the Report an Issue form, enter the following information:
a. In the Summary field, enter a brief statement of the problem.
b. (Optional) In the Description field, enter additional details of the problem.
c. In the Urgency field, select an option that indicates the urgency of the problem.
3. If you do not want to attach the article to the request, which is displayed in the All Articles Viewed field,
click Remove.
4. Click Submit.
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To provide feedback
1. In the Feedback panel, enter the following information:
a. Select Yes or No to indicate whether the article solved your issue.
If you select Yes, the relevancy of the article is increased.
b. (Required) From the Rate this article list, choose a rating.
c. In the Comments field, enter any additional details.
2. Close the article.
Your feedback is transmitted to the BMC Knowledge Management application. The administrator can view
feedback by running a report.
To submit a request
1. Open the Request Entry console and perform one of the following actions to find a request offering:
In the Popular view, review the list of popular requests on the console. Click the More link to view
additional requests. If there is more than one page, click the Next Chunk or Previous Chunk arrows,
or select a chunk from the drop-down list. Mouse over a popular request name to view a description
of the request. (In version 8.1.01, mouse over the request name and click the Request Description
icon.)
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In the Browse view, select a category, and then select a request from the Available Requests area.
For more information about request categories, see To find requests by category.
Enter a keyword in the Search field, and click the Search icon. For example, if your printer needs
toner, enter toner cartridge, color printer, or printer. (The Service Catalog Manager might have
added keywords to simplify your searches.) The search results show only requests that you are
permitted to submit. If there are too many results to display on one screen, the user can click more...
to display results in chunks.
If your administrator has enabled marketing slides, you can submit a request for a service by clicking
Request Now on the slide promoting the service.
Note
Each option button located at the bottom of the service marketing section represents a
marketing slide. Click an option to view the associated slide.
Notes
The Required Completion field value cannot be earlier than the current date.
Setting the Required Completion field to a value earlier than the Expected
Completion value does not imply that the request will be completed by this date. The
default value for the Expected Completion field reflects the time period needed to
fulfill the request. For example, if the IT department requires two days to obtain a
monitor for you, the Expected Completion field is set to two days from the date you
submitted the request.
Answers to questions that have been provided. Depending on your response to a question, the
system might display additional questions.
To use custom date formats in answers to questions in requests, you must enter the custom
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date/time format on the Locale tab on the AR System User Preferences form. (The administrator can
also set the date format.) Both date and time must be included and separated by a semicolon:
date;time
Example
yyyy/MM/dd; HH:mm
To use custom date formats in Required Completion and Expected Completion fields on the Provide
Information form, you must select the Custom format for the Display Date/Time Style (Web) field on
the Web tab of the AR System User Preference form. For more information about setting preferences
on the Web tab, see Setting the Web tab.
Note
Attachments are also accessible from the back-end fulfillment application, such as an
incident, a change request, or a work order. Conversely, from the Request Entry console,
you can access attachments that are added in other applications as public Work Info
attachments.
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Request Again Select this option to create a new request from an existing request. For more
information, see Copying a request.
Complete This option appears only for draft requests. Select this option to open the request and
update the information.
Respond (Version 8.1.01 and later) For requests requiring approval, select this option to respond
to requests for more information from an approver. See Responding to approver questions: 8.1.01
and later.
Related topics
Reopening requests
Submitting requests on behalf of other users
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2. On the request categories page, select a category to view requests that are grouped under it.
3. Select a request and click Add to Favorites.
The request is added to your list of favorites.
4. Click the Favorites drop-down list, located adjacent to the Popular and Browse button, to view requests in
your Favorites list.
Below each request, The Add to Cart, Remove, and Request Now options are displayed.
5. Perform one of the following actions:
To add a request to your shopping cart, click Add to Cart.
To submit the request, click Request Now.
To remove the request from Favorites, click Remove.
Note
When you add a one-time request to the cart on behalf of another user, the entry does not appear in the
cart, and the cart count is not incremented. The "requested for" user can see the request when he or she
opens the cart, and the correct cart count is shown.
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The My Requests pod lists the submitted request with details, such as the name of the person on whose behalf
you made the request and the request status.
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The following sections explain how to order multiple products in a single request:
To order products
To edit requester details
To order products
1. Open the Request Entry console.
2. Search the catalog to find the service request offering that is used for ordering products.
3. Click the link to open the product ordering service.
The Product Ordering form displays a list of available products along with the manufacturer,
model/version, market version, and price.
4. To filter the list by product type, select an option from the Search for list, such as Hardware or Software.
5. To search for a product, enter a keyword in the Search field and click the Search (magnifying glass) icon.
6. To view product details, select the product from the Available Products list.
The product's name, description, image and price are displayed.
7. In the product details pane, select the desired quantity, and click Add to Order.
Your ordered items are displayed in the Order Summary panel on the right.
8. (Optional) To change the quantity of an item in your order, in the Order Summary panel, enter the new
number in the Quantity field for the item, and click Update Order.
When you change the quantity, the system automatically updates the total price.
9.
BMC Service Request Management 8.1.01
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9. (Optional) To remove an item from your order, in the Order Summary panel, click the Delete icon that is
next to the item.
When you remove an item, the system automatically updates the total price.
10. To submit the request, click Submit; to save your request as a draft for submission at a later date, click Save
as Draft;
11. Click OK when the system displays a message confirming that your request has been submitted.
The request is displayed in the My Requests panel on the Request Entry console's home page.
Note
You need a Write license to submit draft requests on behalf of other users.
Note
By default, the cart is not displayed on the Request Entry console. If the administrator configures the
cart, you will see the cart icon on the console for your use.
You can open only one cart a time. The cart is not available to guest users.
To submit multiple requests by using the cart
To view requests that were submitted from the same cart
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Note
If the Submit button is not enabled, one or more of your requests requires a response. See steps 4
and 5 in this procedure.
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Note
If the requester and the fulfillment worker who created the activity log are the same user, the
request is not displayed under Requests Needing Attention.
In 8.1.01 and later versions, the Requests Needing Attention list also includes requests for which an
approver has requested more information. Click the Respond link to answer the approver's question, and
to remove the request from the list. See Responding to approver questions: 8.1.01 and later.
Recently Closed Requests Requests that were recently closed because they were fulfilled or because
they were rejected
Requests Closed Since Last Login Requests that were closed since the last time you logged on to BMC
Service Request Management
Closed Requests All your closed requests
To configure the default setting for viewing your submitted requests, see Setting Request Entry console
preferences.
To view requests
1. In the My Requests pod, click the record name or click Details.
The Details tab displays information to help you identify the request. This includes the request ID,
turnaround time, and so on. The Activity Log panel on the right displays comments entered by you and
other users, such as fulfillment workers. See Adding an entry to the activity log.
2. To view the approval information such as the approvers, approval status, and the justification for approving
or rejecting the request, click the Additional Details tab.
3. To view the process steps and fulfillment applications behind the request offering, click the Process View
tab.
When you click an object in the Process Detail window, its properties, such as the fulfillment details, display
in the panel on the right.
Note
You can view the Process View tab only if the administrator has enabled the option to allow users
to view it, or if you have SRM Administrator or Request Catalog Manager permission.
If you have permission to view incidents, changes, and work orders, and the fulfillment request was
submitted successfully, the request's ID appears as a link that opens the fulfillment request. For information
about troubleshooting the request, see Troubleshooting processes related to a service.
4. Click Close to close the detail window.
5. Click Cancel Request if you choose to cancel the request.
6. Click Contact Coordinator to send an email about the request to the service request coordinator.
7.
BMC Service Request Management 8.1.01
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7. Click Request Again if you want to create a new request from the current request.
See Copying a request.
Note
Search supports only the "%" wildcard. Search might be case-sensitive or case-insensitive
depending on how the administrator has configured Full Text Search in BMC Remedy AR System.
Copying a request
If you need to create a request that is similar to a previous one that you submitted, you can use the Request Again
function to create a copy. You can modify the copy to create a new request. You can copy a request from its
Detail view and from the My Requests pod.
You can copy a request regardless of its status. That is, you can copy a draft, submitted, or canceled request.
When you copy a request, information in the original request is copied, including attachments. The data and time
fields values and questions regarding the date are not copied because they might not be valid for the new
request. Similarly, static values, such as options in a drop-down list, are not copied if they were revised after the
original request was submitted.
Note
(Version 8.1.01 and later) The Request Again function is not available for service requests created
automatically from incidents, changes, and work orders.
To copy a request
1. In the My Requests pod, click Request Again for the request that you want to copy. Alternatively, open the
request, and on the My Request Detail form, click Request Again.
The Provide Information form appears. The Required Completion and Expected Completion fields reflect
the current date. You can change these values if needed.
2. Perform one of the following actions:
To submit the new request at a later date, click Save as Draft.
2.
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4. Click Add.
The attachment displays in the Activity Log field along with an activity log entry that your action generated.
Related topic
Viewing activity log entries in the request
Reopening requests
When the fulfillment provider successfully finishes the request fulfillment process, the request automatically
reaches the Completed status. If your request has been completed (or rejected) but the service is incomplete, you
can reopen it from the Request Entry console. You can also reopen a request from a survey. (For more
information, see Submitting a request survey.)
You cannot reopen a request after it reaches the Closed status. Requests with a status of Completed are
automatically closed after 15 days.
Note
When you reopen a request, the original request is reopened in the fulfillment application if possible, or
a work order is created, depending on how your administrator configured your system.
If you are reopening a request that was rejected during an approval process, the request status changes
to Draft. If you are reopening a completed request, or a request that was rejected by a fulfillment
application worker, the request status changes to Initiated or In Progress, depending on the status of the
fulfillment request.
To reopen a request
1. From the Show field on the Request Entry console, select Closed Requests.
1.
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Tip
For a more narrowly defined search, select Recently Closed Requests or Requests Closed Since
Last Login.
Note
Surveys must be configured for your company and the option must be selected. If surveys are not set up
and the survey option is not selected, no surveys are generated.
To respond to surveys
1. From the menu at the top of the Request Entry console, click the Help Menu icon, and select Complete
Survey.
2. Select a survey, and click Respond.
3. Enter your responses to the questions.
Note
If the administrator has defined less than four survey questions, the undefined question boxes are
displayed as read-only boxes without questions.
4.
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Note
You cannot reopen a request after it reaches the Closed status. Requests with a status of
Completed are automatically closed after 15 days.
5. Click Submit.
Work information is added to the request.
To make suggestions
1. From the menu at the top of the Request Entry console, click the Options icon, and select Give Feedback.
2. On the Submit Suggestion tab of the Suggestions form, select a category for your suggestion (for example,
Common Requests or Metrics).
3. Enter a title in the Title field.
4. Enter your comments in the Suggestion field.
Note
If you are suggesting a new request, enter a suggested title and description.
5. Click Save.
6. To view your suggestion, click the Previously Submitted Suggestions tab.
Note
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Note
The Submitted Requests option has been deprecated.
The default setting is Popular Requests. When you click Home in the Request Entry console,
you return to the view that you specify here. If no view is specified, clicking Home returns you
to the Popular Requests view.
In the User Locale field, select the locale of your choice.
Notes
Survey questions will not be displayed in locales other than en_US_English unless the
locale is also specified in the User Locale field.
Currencies displayed in the Request Entry console are not converted or calculated
based on the user locale preference. The currency is defined in the Price field in the
Definition tab of the service request definition (SRD), as explained in Creating a
standard SRD with the Service Request Definition form.
In the Time Zone field, select the time zone for your location.
In the Accessible Message and Accessible Mode fields, you can select the appropriate settings to
make the Request Entry console accessible to users with disabilities in accordance with section 508.
For more information, see Making your application accessible (Section 508 compatibility).
3. In the Broadcast Auto Popup field, specify one of the following defaults:
Never You never see the broadcast warnings.
On Console Open You see the broadcast warnings when the console opens.
BMC Service Request Management 8.1.01
3.
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On New Broadcast You see the broadcast warnings only when there is a new broadcast.
4. In the My Requests section, modify the default search criteria for My Requests:
a. In the Show field, select whether requests with a particular status should appear.
For example, you might want to view only requests with a draft status. The default setting is All Open
Requests.
b. In the Recently Closed field, select the number and unit criteria for requests closed since you last
logged on.
For example, you might want to view requests that were closed in the last five days. If you are an
infrequent user, you can enter a higher number (for example, requests closed in the last two weeks
or months).
5. Click Save.
You must close and reopen the Request Entry console for the changes to appear.
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Action
Company
Shows the requests based on company. If you have permissions to view only a single company, only that company appears in the list.
Selecting Global shows only the requests that are designated as Global. Clearing the field shows records for all companies to which you
have access.
View
Broadcast
Needs
Shows requests in which a fulfillment worker has entered an entry in the activity log. These entries are created when a fulfillment worker
Attention
creates a work info entry for the fulfillment record and sets it to public visibility in the request's activity log. This is a signal to the
requester to read the entry because it could contain important information that might need a response. As the request coordinator, you
might want to read such entries to stay informed about activities centering around requests.
SRs With
Shows requests that have errors you need to correct. See Troubleshooting processes related to a service.
Errors
Open
Requests
Myself
Other
Person
Select My
Groups >
Select
Groups
All My
Groups >
Show All
Shows requests that are assigned to all support groups to which you belong
When you select a request from the search results, an abbreviated list of details appears in the Request Summary.
If the results list is paginated, you can select a page number from the Page drop-down list to navigate to a
different page.
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Note
Requests are usually attached to an incident, a change request, a work order, or another fulfillment
application. Although incidents, change requests, or work orders inherit characteristics from the request
on which they are based, they have a life cycle of their own.
Note
If the Event Error button is enabled, it indicates a problem with the request that must be fixed. See
Troubleshooting processes related to a service.
BMC Service Request Management 8.1.01
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To review suggestions
1. Select Functions > Suggestions.
2. Search the Suggestions form for items from your users.
You can search by category and create a report of user suggestions.
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Notes
If the approval process requires a password or requires that rejection of a request includes a business
justification, you cannot use email-based approvals. If this is the case, you must approve the request
from Approval Central.
Approval email notifications are also sent out to any alternate approvers defined for the process.
However, if the approver adds an alternate approver after the email has been sent, the alternate
approver will not receive the email.
The following figures show examples of approval emails. Instructions for approving and rejecting requests via
email are provided after the figures.
Email for a change request approval
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Note
The Server Timezone Offset displays the time zone offset information where the BMC Remedy AR
System server is located.
Warning
3.
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Do not modify the content followed by the #DO NOT MODIFY FOLLOWING TEXT# text in the
email.
You are notified of the success of the approval or rejection by email, as shown in the following figure:
If you attempt to approve or reject a request that is in a state that cannot be changed (approved, rejected, closed,
or canceled), you receive an approval error notification email, as shown in the following figure:
If you receive a Approval Error Notification, click Launch Approval Central to view the status of the request.
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Value
Type
Question
Question To
Question
b. Click Save.
The request is marked as needs attention, and the user can respond to your question from the
Request Entry console.
4. Approve, reject, hold, reassign, or view the request.
After you approve the request, it no longer is displayed in the Pending Approvals table. The appropriate approvers
are notified of any reassigned approvals.
Description
Region
Site Group
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Description
Site
Status
Category 1
Category 2
Category 3
Search button
Clear button
Default button
The following topics provide more information about using the Business Manager Console:
Viewing status overview information
Request status
Viewing request details in the Business Manager Console
Adding work information to a request from the Business Manager Console
Note
The values that you enter can cause the chart to show no data in the flashboard. For example, if
you query the requests that are closed, but the chart shows open requests, the search returns no
rows.
3.
BMC Service Request Management 8.1.01
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Description
status
Draft
The request has been created but has not been submitted yet.
In Review
Pending
Work on the request has been temporarily suspended. You must specify a status reason (Approval or More Information) when the
status is Pending.
Waiting
The request has been submitted and is pending approval. A request goes into Initiated status when all of the approvers have approved
Approval
Initiated
Includes planning the work approved for implementation, targeting dates, and estimating costs. If the request is divided into several
tasks, the work order master can create and schedule these tasks.
In Progress
Fulfillment providers work on the requests. They log their progress as they implement the request and perform any tasks included in it.
When a task is completed, the task implementer for the task with the next number in the sequence is notified of the task assignment.
Completed
The request is updated to Completed when it is closed in the fulfillment application. Users can update a completed request, which
creates a work order.
Rejected
The approver rejects the request (for example, a manager decides that it is more cost-effective to buy a new computer than to replace
the hard drive).
Cancelled
The request is cancelled (for example, because the user remembers the password).
Closed
The request is closed when a requester completes the survey (if surveys are enabled), or automatically closes after 15 days.
2.
BMC Service Request Management 8.1.01
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Note
Depending on your permissions and the definition of the request, you might not see
Process View tab. For more information, see Viewing PDTs in the Visual Process Editor.
Related topic
Work information
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The work order manager's activities and responsibilities can include the following:
Synchronizing work orders with service requests
Creating tasks to use with work orders
Handling work assignments
Monitoring support staff activity involved in implementing the work order
Planning work orders, which includes identifying, creating, and sequencing the tasks that must be
performed to accomplish the work order
Scheduling people and resources to implement each task
Tracking work orders and tasks
When a work order is created, according the the specified criteria, it is automatically assigned to the appropriate
work order assignee. The supervisor, group, or individual can be notified of assigned work orders by email or
pager. Using the assignment engine, related tasks are automatically assigned to the appropriate work order
assignee.
Note
Using the Task Management System (TMS) functionality is optional with work orders. You can create
work orders that do not use TMS tasks.
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Description
Chat
If the administrator has configured Chat, the Chat icon is displayed adjacent to the Help option at the top of the page. Chat enables
you to initiate one-on-one live chat sessions from the Work Order Console. For more information, see Using chat.
Show,
Filter By,
Magnifying
glass icon,
More filters
This area contains the following fields: Show, Filter By, and Search. These fields combine to provide a way that you can filter records
in the Work Order table or Tasks table.
The Show field has a menu from which you select the basic criteria by which you want to filter the contents of the table, the menu
choices include:
Submitted by me All work orders or tasks created by you
All All work orders, regardless of who created them
Assigned to me All work orders or tasks assigned to you
Assigned to my group All work orders or tasks assigned to a specific support group of which you are a member. If you
select this, you are prompted to select the support group.
Assigned to all my groups All work orders or tasks assigned to all of the support groups of which you are a member
The Filter By field places conditions on the basic criteria that you select in the Show field. This helps you manage the number
of records returned by the Show field. If you select Assigned to me in the Show field and All Open > All Priorities from the
Filter By field, the table contains all open work orders or tasks, regardless of their priority, that are assigned to you.
The Magnifying glass icon opens a dialog box from which you can edit, save, and delete custom searches. Saved custom
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Functional
area
Description
searches appear in the My Searches node of the Defined Searches list. For more information about custom searches, see
Using custom searches.
More filters provides a way for you to further filter the contents of the Work Orders or Tasks table. If you still have a large
number of records after using the Filter By field, click Advanced to open a dialog box that contains fields in which you can
indicate even more precise information, such as product or operational categories.
For example, using the advanced field you can add the product category Hardware to the filter. When added to the Show and
Filter by fields, the table now contains all open hardware work orders or tasks, regardless of their priority, that are assigned to
you. A check box appears in the More filters label to indicate when a filter from this area is active.
Refresh icon
Work
Orders/Tasks
table
This table displays high-level details about work orders or tasks depending on the Console Focus you select. The displayed records
match the status specified in the Work Orders summary in the navigation pane, or those that were found by the most recently
completed search. The WO prefix identifies the work order requests, and the TAS prefix identifies related tasks. You can filter the
requests in the table by using the menu options in the Show and Filter By fields.
Create
Opens the New Work Order form so you can create a new work order. For more information about work orders, see Creating work
orders.
Create for
Company
(Hub and
Spoke
environments
only)
Opens the New Work Order form after you identify the company for which you are creating the record. For more information about
Hub and Spoke, see Hub and Spoke capability overview.
View
Displays the details of the work order selected in the table as a report.
Service
Context
Opens the Service Context summary view for the record selected in the Work Order table. For more information about service
context, see Using BMC Atrium Service Context.
Preferences
Displays options to add and remove columns in the Work Orders table, set time intervals to refresh work order information, save
updated preferences, and reset default preferences.
Work Orders
Groups work orders by their status: Open, Unassigned, Pending, and Resolved. Click a group to view a list of individual work orders
in the Work Orders table in the right pane.
Functions
Click the right arrow to view links to perform the following actions:
New Work Order Opens the Work order form in New mode
Search Work Order Opens a search form that lets you search for change records according to the criteria that you supply.
For more information about searching for work orders, see Searching for records.
My Profile Enables you to set your profile. For more information about setting up your profile, see Updating your profile.
Application Preferences Enables you to set your application preferences and options. For more information about setting
your preferences, see Setting application preferences and options.
Reminders Opens the Reminders dialog box. For more information about reminders, see Using reminders.
Reports Opens the Reporting Console. For more information about reports, see Using reports.
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Functional
area
Description
Console
Focus
Enables you to switch the focus to work orders or to tasks, and to view work orders or tasks that match the criteria selected in the
Show field.
For more information about tasks, see Work order task groups and tasks.
To set the focus to work orders, click the Show Work Orders link in the upper right corner of the table. To set the focus to tasks,
click the Show Tasks link in the upper right corner of the table.
Work Order
Clicking the Work Order link displays details about the selected work order.
and Tasks
links
Clicking the Tasks link displays tasks related to the selected work order.
(Visible when
the Console
Focus is set to
Work Orders)
Work Order
Details and
Task Details
(Visible when
the Console
Focus is set to
Tasks)
Clicking the Work Order Details link displays work order details about the task.
Work Info
Clicking the Task Details link displays details about the selected task.
The Work Info area enables work coordinators to view or define actions performed or information gathered about a work order. For
example, you can define a work information entry that documents the installation and back-out procedures for a change.
You can perform the following actions in this area:
Create Create a new activity
View Displays details of the selected activity
Report Displays a report of the Change Work Info history
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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
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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.).
11. To view the service details, click the CI icon located next to the Service field; to view the service context
details for a business service, click the Service Context icon located next to the CI icon.
For more information about service context, see Using BMC Atrium Service Context.
12. Enter values for the fields in the Request Assignee section.
Alternatively, click one of the following links in the Quick Action section of the navigation bar at the left:
Assign to Me assigns the work order to the user who is logged in, if the person has Work Order
Master permission or the Work Order Assignee role.
Auto Assign assigns the work order according to the rules in the Assignment Configuration form.
13. 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.
14. (Optional) From the Vendor Group menu, select the vendor.
15. If the vendor's ticket number is available, type it in the Vendor Ticket Number field.
16. Click Save.
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Warning
You cannot modify a Work Detail entry after you lock it.
8. To filter specific work entries that appear in the table based on the type of activity, select an option from
the Show field.
9. To see a report of the activities that you performed against this work order, click the Report icon
10. To see all entries for work information history, click the View icon.
Note
BMC Service Request Management 8.1.01
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When you return to the Work Order Console, you might need to refresh the Assigned Work
Orders table to see all the modified records.
Note
Operational and Product categorizations are not configured as shipped for work orders. You must
modify the records in the Operational Catalog Setup and Product Catalog Setup forms if you intend to
use them with work orders. For more information, see Modifying product information.
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Note
If the BMC Remedy ITSM 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 ITSM applications are installed on a
local system, there is no issue.
Note
You can relate a CI to a work order from a work order form, but you cannot relate the a work order to a
CI from the CI form.
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4.
Note
The search fields that are displayed can vary depending on the type of record that you chose in
the Search list.
5. In the search results table, select the record to relate to the work order.
6. From the Select a Relationship Type list at the bottom of the search dialog box, select Related to, and click
Relate.
Note
To restrict the number of requests that appear in the table, select the request type in the Show Related
field.
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4. Click Save.
To select templates
1. From the IT Home Page, select Service Request Management > New Work Order.
2.
BMC Service Request Management 8.1.01
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2. In the Template field, enter the name of the template and click the Search icon.
If you do not know the template name, click the Search icon to find available templates.
3. In the Work Order Available Templates dialog box, click View to examine the contents of a work order
template.
The template appears in read-only mode. Viewing a template enables you to see its assignments, its task
and task group templates, and other features.
4. Close the Work Order Template dialog box.
5. In the Work Order Available Templates dialog box, click Select Template.
The contents of the template are applied to the work order. The work order template overwrites any field
values and tasks that are already present in the work order. If the work order already includes relationships,
these are not overwritten. Additional relationships are included with the work order. Similarly, any
information that you enter in the Notes field is not overwritten.
Notes
The individual you assign as Request Manager must have the functional role of Work Order
Manager.
The individual you assign as Request Assignee must have the functional role of Work Order
Assignee or Work Order Manager.
If you only specify the Support Group Name, at least one member of that support group must
have the appropriate functional role (Work Order Manager for Request Manager, and Work Order
Assignee or Work Order Manager for Request Assignee.)
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Related topic
Configuring work assignments
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Note
If one or more of these buttons appear disabled, it means the corresponding field in the
record contains no information.
Email Attachment You 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
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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.
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 provider's website.
Pager Type The system automatically populates this field, using information about the recipient
already in the system.
Pager Number The system automatically populates this field with the pager's telephone number,
when possible. If the pager number is unavailable to the system, enter the pager number manually.
See Manual Pager Number, which is described in this section.
Pager Email If 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.
Manual Pager Number If the pager's telephone number is not available automatically from the
paging system, type the pager's telephone number here.
Alphanumeric Pager Message or Numeric Pager Message Type your message in this field. Be
aware that only one of these fields is enabled, depending on the type of pager the recipient carries.
7.
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Note
To view the support groups you belong to, navigate to Functions > My Profile in the navigation pane, and
click the Support Groups tab. For more information about this link, see Updating assignment availability.
Tip
If the contents of the Console List do not update after you run the search, click the Refresh button.
Home
Note
The My Searches node only appears when a custom search is defined.
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5. To edit a custom search, select it in the Manage My Searches dialog box, make your change, and click Save.
To delete it, select it in the Manage My Searches dialog box, and click Delete.
Note
If you update customer information in the incident, change request, or work order, this information is
not updated in the service request. The original customer information provided by the requester is
preserved.
Note
When BMC Service Request Management 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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2. Select the work order and choose Functions > View REQ<number>.
3. In the Request Details dialog box, click the Activity Log tab.
A TRUNCATE WARNING message appears in 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 Notes to view the complete data.
5. If needed, add a note or an attachment.
Notes
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BMC Atrium Service Context displays information about the CI related to the record you are currently
viewing. The types of information shown can include new work orders, recently completed changes,
recent open incidents, related outage records, and so on. In addition, you can see CIs that are related to
the business service, which helps you to understand the relationship that the business service has with
its environment.
The time threshold that determines how recently the recent changes, recent incidents, or new work
orders were made or submitted, as well as the criteria used to determine other information types is
configurable. Contact your system administrator for information about how the content of the
information types is determined.
Understanding this relationship helps you to prioritize your incident investigations and align your decisions with
your service level agreements and the overall goals of the business.
BMC Atrium Service Context information is displayed in the Service Context Summary window, which you can
open from a variety of locations. The details that you see from, for example, the incident request form, are the
same details that are shown in the other applications of the BMC IT Service Management Suite and Business
Service Management solution, which ensures that everyone in your organization is working with the same
information.
You can view the Service Context Summary window from one of the following locations:
Application consoles
Forms
BMC Asset Management With the record open, from the Quick Links area of the navigation pane, click
Service Context. The Service Context Summary window opens for the selected record.
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Note
In BMC Asset Management, BMC Atrium Service Context is available from the Business Service,
Computer System, and Application CI forms.
Note
For information about the Owner field, see Setting up the Owner field.
Below the information panel is a list of the key attributes. Next to each attribute is a counter that shows the
number of active records of that type that are related to the selected service. If you click the counter, another
Service Context Summary window opens with a table of detailed information about the records.
For example, if one of the configured attributes is "Recent Incidents" and the counter shows 3, there are 3
incidents currently related to the selected service. If you click the counter, a Service Context Summary window
opens with a table that shows summary information about each of the incidents.
The information that appears in the Service Context Summary window is configurable. Ask your system
administrator for detailed information about how BMC Atrium Service Context is configured in your environment.
Related topic
For information about configuring BMC Atrium Service Context, see Configuring BMC Atrium Service Context for
BMC Remedy ITSM applications.
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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.
This section provides the following topics about setting up reminders for yourself and others:
Creating reminders
Viewing, modifying, and deleting reminders
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 sending the reminder to a
single person or a group of people.
5. In the Recipient field, type the name of the person or group to notify.
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.
8. In the Message field, type the reminder message.
9. Click Save.
The reminder is sent at the time you specified.
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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. (If your
organization does not use tasks for work orders, the Tasks tab might not be visible in the view.) 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 Order, and click Search.
2. Select the work order, and click the Tasks tab.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
3. Select the parent task or child task that is already related to the work order.
4. Click View.
The task opens in the Task form.
5. Select the Assignment tab.
6. Select the group or person who will work on the task from the Assignee Group or Assignee lists.
7. Click Save.
The assignee for that task is notified of the task assignment.
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To renumber a task group or task, you can use the arrow buttons on the top-right side of the Tasks and Task
Groups table. Tasks with lower sequence numbers (such as 1) must be completed before those with higher
numbers (for example, 2, 3, or 4). More than one task group or task can have the same sequence number; task
groups and tasks with the same sequence number are considered peers. Peer tasks can be completed in any
order among themselves.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
3. Add task group and task templates to the change, or create ad hoc tasks.
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 as a request manager.
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, select Service Request Management > Work Order Console.
2. Change the Console Focus to Tasks. See Work Order Console functional areas.
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, select the group or person to whom to assign the task.
6.
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Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
6.
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6. In the Budget Estimated Total Time field, enter the time based on unit type.
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 field, 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.
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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.
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Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
8.
Home
To modify tasks
1. From the IT Home Page, choose Service Request Management > Search Work Order, and click Search.
2. Select the work order, and click the Tasks tab.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
Note
If you change the Status to Close, you must select a Status Reason (Success, Failed, or Cancelled).
Home
6. Click Save.
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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Entering work into the task effort log You 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.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
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.
BMC Service Request Management 8.1.01
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7. Click Save.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
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Description
You use this task group template when creating or modifying a BMC CM based policy. This template automatically performs
a closed-loop verification to make sure that the task was executed properly.
This task group includes the following tasks:
Create and Modify Policy
Closed Loop Verification (automatically)
Closed Loop
Verification
(automatic)
Automatic task that calls BMC Configuration Management Policy Manager to set up compliance parameters for Closed Loop
Verification. It verifies the task automatically against compliance status.
Manual task that creates or modifies a policy that uses the Policy Manager.
Deploy Package
Manual task that deploys a package 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.
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.
Execute Remote
Script
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.
Manual task for manually verifying the status of a target against BMC Configuration Management. Use this task to verify that
a specified target is in compliance with the policies to which the target is assigned.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
3. Select Task Group Template or Task Template from the Request Type list and click 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 performing the following steps:
a.
BMC Service Request Management 8.1.01
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4.
a. Select the type of template:
b. With task group templates, select Standard or Sequencing.
Sequencing A basic task group template that contains task templates and task group
templates, where users can change the sequence during the execution phase.
Standard An advanced task group template containing task templates and task group
templates that execute in the flow defined by the task administrator.
c. With task templates, select Manual, Automatic, or ALL.
For more information, see Task Management System.
5. (Optional) From the Category menu, select which application the task belongs to (for example, Task
Management System).
The available task groups or tasks for that selection appear in the list. The categorization of the work order
determines which list items appear.
6. (Optional) Select a task template or task group template, and click View to see more details about the task
group or task template.
7. If a relevant task set appears in the list to include with the work order, select it, and click Relate.
The dialog box closes and you are returned to the work order.
8. 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.
9. Define a numerical sequence of the tasks, as described in Assigning a sequence number to task groups and
tasks.
The task management subsystem enforces the dependencies between tasks. These relate to any Sequence
order you might have specified in the Work Order form.
10. Save the work order.
For additional information about searching for tasks assigned to you or your group, see Searching for
assigned tasks.
Related topic
Task Management System
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.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
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Closing tasks
When you have completed a task, you are ready to close it.
To close a task
1. From the IT Home Page, select Service Request Management > Work Order Console.
2. Change the Console Focus to Tasks. See Work Order Console functional areas.
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.
You can create an entry in the effort log as needed.
6. Click the Work Info tab.
7. Make an entry in the Work Info History field.
8. At the top of the Task form, set the Status field to Closed.
9. Select a status reason to describe how the task was closed.
10. Click Save.
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2. On the Remove Access Right form, move the appropriate roles from the Connected Roles list to the Roles
to Disconnect list.
3. (Optional) In the Justification field, enter the reason why the access was removed.
4. Click Submit Request.
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Note
If you do not have access rights to other companies, but you have people who report to
you and you have IRM Manager permissions, you do not see the company menu. However,
you can click Person List to view the list of all the people who report to you.
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Note
By default, users who trigger actions do not receive notifications of that action. For example, users
logging into the system and assigning a work order to themselves are not notified. The system assumes
users know that they performed the action and bypasses the notification.
Some notifications are not triggered by status transitions, but by separate actions. For example:
Signature notifications Approvers receive a notification that they were chosen as approvers when the
signature is created.
Group notifications Group notifications are sent to the assigned group when the assigned group
changes.
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Assignments After a request is assigned, or if its assignment changes, this action triggers a notification to
the assignee regardless of the request's status.
The application also includes conditional notifications, which occur in certain conditions but not in others. For
example, group notifications for a work order are sent only if there is no assigned individual.
The following topics provide more information about notifications triggered by request status transitions and
user actions:
Request notifications by roles
Work order notifications by groups
Work order notifications by roles
For information about notification preferences, see Setting notification preferences.
Requested for
Requested by
Draft
Not applicable
Not applicable
In Cart
Not applicable
Not applicable
Pending
Not applicable
Yes
Waiting Approval
Not applicable
Yes
Note: The Requested By user also receives a notification after the request is approved.
Initiated
Not applicable
Yes
Assignment
Not applicable
Not applicable
In Progress
Not applicable
Not applicable
Completed
Yes
Yes
Closed
Not applicable
Not applicable
Rejected
Not applicable
Not applicable
Cancelled
Not applicable
Not applicable
Request assignees receive notifications when a request is assigned to them. This action can happen at any stage
but typically occurs at the beginning of the request's life. The notification does not list a status but only notifies
the assignee that the request is assigned to him or her.
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Note
In group notifications, there is a slight delay between the triggering state of the request and the sending
of notifications to group members.
Requested for
Requested by
Work
order
assignee
Work
order
manager
Assigned
Yes
Yes
Yes
Yes
Pending
Yes
Yes
Not
applicable
Not
applicable
Waiting
Approval
Yes
Yes
Not
applicable
Not
applicable
Planning
Not
applicable
Not
applicable
In Progress
Yes
Yes
Not
applicable
Not
applicable
Completed
Yes
Yes
Not
applicable
Not
applicable
Rejected
Yes
Yes
Not
applicable
Not
applicable
Cancelled
Yes
Yes
Yes
Yes
Closed
Not applicable
Not applicable
Not
applicable
Not
applicable
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Note
Out of the box, you can only define broadcast messages for the Global company.
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Broadcast Start Date and Broadcast End Date To start the broadcast now, click in the Broadcast
Start Date field, and then press Enter. To select a date from the calendar, click the Browse button
next to the field. Select a date from the calendar on which to start the broadcast and the date to end
it. You can also specify times of the day using the Time feature at the bottom of the calendar.
Broadcast Originated From This is automatically filled in. The contents depend on where you are
creating the broadcast. If you broadcast from an investigation, the value is set to Problem
Investigation.
Broadcast Originated From ID When you define a broadcast from within a record, this field is
automatically filled in. If you define a broadcast from the main console, the field is unavailable.
View Access To make the broadcast visible only to members of your organization, select Internal.
To make the broadcast visible from the Requester console, select Public.
Send to Twitter? To post the broadcast message using the configured Twitter account, select Yes.
For additional information on receiving broadcast messages using Twitter, see Receiving BMC
Remedy ITSM broadcasts on Twitter.
Note
This option is available only when you select Global in the Company field and set the View
Access value to Public.
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Note
For the changes to take effect, you must close the application and log on again.
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their task status in their specific applications. The state of a request in the fulfillment applications is rolled up into
the request status that is visible to users.
Note
Fulfillment providers must have appropriate permissions to the applications they are assigned to use. For
example, a fulfillment provider working with work orders must have Work Order User and Asset Viewer
permissions.
The following topics provide information about how fulfillment workers fulfill requests:
Relationships of request states to fulfillment application states
Completing requests
Viewing activity log entries in the request
Viewing details of requests in fulfillment applications
Using global search to find a request
Incident state
Draft
Not applicable
Not applicable
Not applicable
Waiting Approval
Not applicable
Not applicable
Not applicable
Rejected
Not applicable
Not applicable
Not applicable
Initiated
New Assigned
Assigned
Pending
Pending
Pending
Pending
In Progress
In Progress
Planning in Progress
Request for Change
Scheduled For Review
Scheduled For Approval
Scheduled
Planning
In Progress
Waiting Approval
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Request state
Incident state
Implementation In Progress
Cancelled
Cancelled
Cancelled
Cancelled
Rejected
Completed
Resolved
Closed
Closed
Not applicable
Completed
Closed
Not applicable
Completed
Closed
Not applicable
Note
If multiple fulfillment requests are created from a service request, and one of the fulfillment requests is
canceled, the status of the service request is set to Completed with a status reason of With Issues.
Related topics
Request status
Creating requests from fulfillment applications
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Note
When a fulfillment worker adds work log information to a fulfillment request, these log entries are
passed to the activity log in the service request. Updates to fulfillment request log entries appear as new
entries in the Request Entry console activity log.
Review activity log entries carefully to see whether they are new entries or updates to previous log
entries.
Related topic
Adding an entry to the activity log
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Note
If you update customer information in the incident, change request, or work order, this information is
not updated in the service request. The original customer information provided by the requester is
preserved.
2. Locate the record that you want in the search results table and double-click it.
The record opens in the viewing area and the system updates the breadcrumb trail with an entry for the
record that you opened.
Notes
As you drill down through the record, each record that you open is also added to the breadcrumb
trail.
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If you want to maintain the contents of the search results table to view later, do not change the
text in the Search field. If you do change the text, when you click the Search icon to return to the
search results table, the search feature runs a new search based on the changed content of the
Search field.
3. To return to the search results table, click the Search icon again.
Limitation
Global search results might include external files that have been registered as knowledge base items. If the search
conditions are fulfilled by XML or HTML files that have been registered in this way, the Global Search Results
screen appears distorted due to the tags that are used in XML and HTML files. Additionally, the Advanced search
link on the search results screen becomes unresponsive.
Asset CIs are not included in the Global Search.
Results
Example search
string
"
"firewall
blocked"
firewall
blocked her
access
firewall
blocking my
access
Example results
firewall
blocks
access
firewall will
block access
firewall is
not working
try blocking
his access
%fire%
backfire
file
firewall
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Note
Searches that start with a wildcard character are not as efficient as searches that use an exact phrase or
a trailing wildcard. For example, searching for the term "%block" is less efficient than searching for either
"block" or "block%".
You can use use boolean expressions in your search. Boolean operators include parentheses (), AND, OR, and
NOT. The boolean operators must be specified in upper case; otherwise, they are treated as search strings.
Boolean operators and their results
Boolean
operator
Results
AND
Example results
phrases
OR
firewall OR blocking
firewall blocks access
phrases
NOT
()
group expressions
Global search results reflect both the search terms and the configuration of full text search. Configurable options
that affect search results include case sensitivity, the list of ignored words, thesaurus, and stemming. For more
information about full text search, see Enabling full text search.
Field ID
Categorization Tier 1
1000000063
Categorization Tier 2
1000000064
Categorization Tier 3
1000000065
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Field
Field ID
Company
1000000001
1000003298
Detailed Description
1000000151
Manufacturer
1000002270
1000001270
1000001271
1000001272
Product Model/Version
1000002269
Product Name
1000002268
Region
200000012
Request Assignee
1000003230
1000003227
1000003228
1000003229
Request Manager
1000000403
1000000015
1000000251
1000000014
Service
200000020
Service Request ID
301572100
Site
260000001
Site Group
200000007
Summary
1000000000
Work Order ID
1000000182
301389926
z2TH WorkLog
301389923
Related topics
Configuring full text search
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Note
If you modify the prepared reports supplied with the application, Customer Support can provide only
limited assistance for reporting problems. There is no guarantee that problems resulting from these
modifications can be solved. The standard reports included with the application are designed to be used
without modification.
Format
Required permissions
Description
Web
Home
Report title
Required permissions
Description
Service
Request Catalog
Shows all service requests and the number of times the service request was used for a
Requests by
Location
Manager or SRM
Administrator
particular location and category. Totals are shown for each location, category, and service
request.
Request Catalog
Manager or SRM
Shows all service requests and the number of times the service request was used by a
particular organization and department. The organization and department is based on the
Administrator
Requested For information about the service request. Totals are shown for each organization,
department, category, and service request.
Request Catalog
Shows all SRDs with catalog manager information, their online or offline status, and their
Manager or SRM
Administrator
effective dates.
Business Manager, or
Shows detailed results of surveys submitted by users. This report can be generated for a
specific company over a date range. The report shows the service request, ratings, and
comments for each survey submitted.
Service
Requests by
Format
Web
Organization
and
Department
Service
Web
Request
Definitions by
Status
Survey Results
Web
Detail
Deployed
Service
Request
Definitions by
Catalog
Manager
Crystal
Request Catalog
Manager or SRM
Administrator
Shows deployed SRDs, grouped by catalog manager. This report also shows their
offline/online status and effective dates. You can specify a date range for the report. You can
specify an additional qualification from the Report Console to filter the results (for example, to
filter requests by a specific catalog manager, and so on).
Feedback
Details
Crystal
Business Manager, or
Service Request User,
or Request Catalog
Manager, or SRM
Administrator
Shows detailed results of suggestions submitted by users. This report can be run for a specific
company over a date range, and, optionally, can be filtered by status or by suggestion
category. This report is available only in English.
Fast Request
Breakdown by
Organization
and
Department
Crystal
Request Catalog
Manager or SRM
Administrator
Shows requests that have an actual close date sooner than the expected close date.
Locations by
Service
Requests
Crystal
Request Catalog
Manager or SRM
Administrator
Shows all service requests and the locations that use that service request. The total count is
shown for each location and service request.
Missed
Request
Breakdown
Report
Crystal
Request Catalog
Manager or SRM
Administrator
Shows service requests for different goal types for a selected time period. The time the
request was submitted and the expected completion time for the request must fall within the
start time and the end time specified for the report. The service requests are grouped by goal
type. Percentages are calculated at the goal type level.
Note: This report requires BMC Service Level Management.
Missed
Requests By
Goal Type
Report
Crystal
Request Catalog
Manager or SRM
Administrator
Shows service request missed metrics for the selected time period and goal type. The time the
request was submitted and the expected completion time for the request must fall within the
start time and the end time specified for the report. The service requests are grouped by
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Report title
Format
Required permissions
Description
name. Percentages are calculated per service request name or type.
Note: This report requires BMC Service Level Management.
Request
Compliance
Crystal
Report by
Category
Request Catalog
Manager or SRM
Shows detailed service request compliance information for the selected time period, goal
type, and category. An option is available to include expired requests, which are not included
Administrator
by default. The service requests are grouped by name. Percentages are calculated per service
request name or type.
Note: This report requires BMC Service Level Management.
Service
Request
Crystal
Definition
Pricing by
Request Catalog
Manager or SRM
Shows pricing information for service requests for a selected company, grouped by the
Service Request Definition used to create them. These groupings are separated by
Administrator
Organization, Department, and Categorization used for the service request. This information
enables you to determine which departments and organizations are using which SRDs.
Organization
Slow Request
Breakdown by
Organization
and
Department
Crystal
Request Catalog
Manager or SRM
Administrator
Shows requests that have an actual close date later than the expected close date.
Survey Results
Summary
Crystal
Business Manager, or
Service Request User,
or Request Catalog
Manager, or SRM
Administrator
Shows summary results of totals for surveys that have been submitted by users. This report
can be run for a specific company over a date range. The report shows a summary of the
ratings (minimum, maximum, and average ratings), for all surveys submitted within a category,
service request, and organization. This report is available only in English.
To generate a report
1. From an application console, such as the Business Manager Console, select Functions > Reports.
2. From the Report Console, select a report name.
The list varies, according to your permissions and which applications are installed.
3. (Optional) To change the report results, follow these steps:
a. To override the built-in query to widen or change the report results, select the Override option.
b. To add a qualification to narrow the report results, click Show Additional Filter.
4. Click Run.
5. Enter requested parameters, if any, and click OK.
Note
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If you see formatting problems when viewing reports in a browser, ask your administrator to ensure that
report configuration settings are defined in the AR System User Preference form, as described in Setting
user preferences.
Description
Predefined search
Quickly find records for which you frequently search. You can create custom searches.
Use this type of search when you are looking for record that is not associated with your ID or your group's ID, or
any time you search all of the records.
Use this type of search to find all records in a hub and spoke environment.
Note
Search might be case-sensitive or case-insensitive depending on how the administrator has configured
Full Text Search (FTS) in BMC Remedy AR System. For more information, see Configuring full text search.
Note
The My Searches options is listed only after a custom search is defined.
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2. On the Manage My Searches dialog, in the Search Name field type a name for the search.
3. Click Build Search Qualification to open the Advanced Qualification Search Builder dialog box, and then
define the search qualification.
4. From the Keywords or Fields selection boxes, select the keywords or record fields on which you want to
search.
5. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Place literal values between
double quotation marks:
'Urgency' = $NULL$
'Priority' = "High"
Example
If Allen Allbrook is performing an incident request review and he needs to search for incident requests
that meet the following criteria:
Impact => 2-Significant/Large or 1-Extensive/Widespread
Service = Payroll Service
('Impact' = 2-Significant/Large" OR
'Impact' = "1-Extensive/Widespread")
AND 'Service' = Payroll Service" AND
'Last Resolved Date' >= 07/19/2008"
6. Click Select to close the Advanced Qualification Builder, and then click Save.
7. Close the Manage My Searches dialog box.
The search appears in the My Searches list of the Filter by field.
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dialog box.
2. Under My Searches, select the search filter that you want to modify or delete.
3. To modify the search filter, edit it as necessary and then click Save.
4. To delete the search filter, click Delete.
5. Click Close.
Note
If the Customer field is configured to search on an attribute other than First Name or Last Name,
you can still search using the customer's name by opening the Additional Search tab and using the
First Name or Last Name fields.
Note
The search criteria are persistent. This means that if you run a search and then close the
application, the next time that you open the application and perform this procedure, the search
criteria that you entered in this step are still present in the search form. They remain until you
change or delete them.
4. Scroll through the table to find the specific record you want.
5.
BMC Service Request Management 8.1.01
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Note
When you open a record from the search results table, it is added to the history list, but not to the
breadcrumb bar. However, any related records that you open from the record do appear in the
breadcrumb bar and get added to the history list.
Note
The hub and spoke search is limited to only the fields that you see on the Hub and Spoke Search form.
Note
When you open a record from the search results table, it is added to the history list, but not to the
breadcrumb bar. However, any related records that you open from the record do appear in the
breadcrumb bar and get added to the history list
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Note
For information about configuring social collaboration options, see Configuring social collaboration.
Note
This integration is not intended for chat sessions between end users and IT.
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For more information about receiving BMC Remedy ITSM broadcasts on Twitter, see Receiving BMC Remedy
ITSM broadcasts on Twitter.
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Home
User
Support Groups
Activity
Requested By
Activity Assignee
Requested By
Assignee
Asset CI
Contract
Manage by Contract
Manager By
Change
Change Coordinator
Change Manager
Coordinator group
Manager group
Incident
Assignee
Owner
Assigned group
Owner group
Problem
Problem Coordinator
Assignee
Coordinator group
Assigned group
Known Error
Problem Coordinator
Coordinator group
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Form name
User
Support Groups
Assignee
Solution DB
Knowledge Article
Release
Task
Work order
Assignee
Assigned group
Assigned group
Author
Owner group
Owner
Assignee
Assigned group
Release Coordinator
Coordinator group
Requester
Support group
Assignee
Assignee group
Request Manager
Request Assignee
Note
When you launch a conversation from the landing console, a list of context users is
displayed instead of assigned users.
To add a user from another list to your friends list, click the Send buddy request
icon
displayed next to the user's name when you hover the mouse pointer on the user name.
2. Select the user you want to chat with from the relevant list and click the Start Conversation
icon.
3.
BMC Service Request Management 8.1.01
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3. To invite additional users to the conversation, click the Invite Users icon
corner of the chat window. All participants can invite other users to the conversation.
Note
To add BMC Remedy AR System users who are not present in the Friends list, see Adding BMC
Remedy AR System users who are not present in the Friends list.
When the conversation is complete and the chat initiator closes the chat window, the conversation is either saved
as a Work Info entry in the Work Detail tab of the record from which the conversation was initiated, or not saved
at all. This depends on the option you selected when Configuring chat settings.
Note
If the conversation was not initiated from within a record, the conversation is not saved.
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Adding BMC Remedy AR System users who are not present in the Friends list
On the regular form where you have configured the BMC Remedy AR System server to work with the chat server,
create an active link that executes on the CHAT_SET_CONTEXT_REQ Event type. For more information about
events, see the following tables.
This active link sends an event to the AR System Chat Data Visualization field with Event type as
CHAT_SET_CONTEXT_RESP and Event Data as given below:
ContextUsers=ACommaSeparatedListOfBMCRemedyARSystemUsers;ContextGroups=
ACommaSeparatedListOfGroupIDs;DisplayName=SubjectOfTheChatConversation;
For example:
ContextUsers= John,Max,Amy;ContextGroups=1,2
ContextGroups=1,2;DisplayName=Resolving an IT ticket;
ContextUsers=John,Max,Amy;ContextGroups=1,2;DisplayName=Resolving an IT ticket;
List of events sent from the AR System Chat Data Visualization field to the parent form
Event name
Description
DVF_ON_READY
The Data Visualization Field (DVF) is loaded and is ready to interact. This is not specific to the chat DVM.
No response expected.
CHAT_SET_CONTEXT_REQ
Sent to the parent form for the parent form to supply any contextual information. If the parent form
chooses to provide this information, it later raises a corresponding event, CHAT_SET_CONTEXT_RESP.
CHAT_SESSION_START
Sent to the parent form to provide information on the chat progress. No response expected.
CHAT_INVITATION_SEND
CHAT_USER_JOIN
A person is joining a chat session. This event occurs as many times as anyone joins a chat session. No
response expected.
CHAT_USER_LEFT
A person is leaving a chat session. This event occurs as many times as anyone leaves a chat session. No
response expected.
CHAT_INVITE_RECVD
A person is receiving a chat invitation. This event occurs as many times as anyone receives a chat
session invitation. No response expected.
CHAT_DATA_AVAILABLE
When the chat widget has a chat conversation transcript available, this event is raised prior to chat
session end, so that the parent form has an opportunity to save the transcript.
CHAT_SESSION_END
CHAT_GET_SESSION_TRANSCRIPT_RESP
List of events sent from the parent form to the AR System Chat Data Visualization Field
Event name
Description
CHAT_SET_CONTEXT_RESP
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Event name
Description
Raised by the parent form's workflow during or after processing the CHAT_SET_SESSION_REQ event.
No response expected.
FORM_EVENT_LOGOUT
Indicates to the DVF about things happening on the host form or the application. This is not specific to
the chat DVM.
CHAT_GET_SESSION_TRANSCRIPT_REQ
Gets the chat session text transcript that is accumulated in the chat widget's buffer. This request event
causes the DVF to raise the CHAT_GET_SESSION_TRANSCRIPT_RESP event.
When you create an active link that runs on the Event type CHAT_SET_CONTEXT_RESP, the Start Conversation
window is displayed as follows:
Note
Click here to view a .def file sample that uses the above information through the BMC Remedy AR
System form, "ChatTestForm" and it's related active links. Import this .def file using BMC Remedy
Developer Studio and access the "ChatTestForm" from BMC Remedy Mid Tier to view it.
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To add users to the Friends list, hover the pointer over the user name that is not present in your Friends list and
click the Add to Friend list icon that appears to the left of the user name.
Add user to Friend list on the Start Conversation window
(Click the image to expand it.)
Note
BMC Remedy AR System does not allow searching and adding friends without context. For example, to
see how BMC Remedy ITSM Suite has defined context users, see Initiating a chat conversation.
Chat notifications
Chat notifications are received when:
You receive a conference request
You receive a message
Notifications are displayed in the drop-down menu and at the bottom right of your browser window as shown
below:
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You can respond using the Notification icon or the drop-down menu. When you receive any notification, the
Chat icon animates.
2. When prompted, enter your BMC Remedy AR System password. Enter the authentication string, if
applicable, in the Authentication text box.
For details about authentication string, see Configuring the AR System server for external
authentication.
3. Copy the URL of the RSS feed that you want to add to your RSS feed client (for example, Microsoft Outlook
RSS feeds).
4. Replace the user name and password in the URL with the appropriate values.
You are now subscribed to receive updates for the selected RSS feeds.
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Note
If the Twitter icon is not displayed, make sure that you configured the twitter integration (see
Configuring the Twitter integration and enabled the Twitter notification functionality (see
Enabling chat, Twitter notifications, and RSS feeds).
2. If you are not logged on to the Twitter account, the logon screen is displayed.
3. Log on to Twitter using your account details.
The Twitter website is opened in a new browser window with the Twitter account that was configured for
the broadcast.
4. On the displayed Twitter page, click Follow to receive broadcast messages posted to this BMC Remedy
ITSM Twitter notification account.
For information about sending BMC Remedy ITSM broadcasts using Twitter, see Creating broadcast messages.
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11 Administering
This section describes how to perform configuration and administration tasks in BMC Service Request
Management.
The following topics are provided:
Getting started
Configuring navigational categories
Creating services
Setting up the Work Order Management application
Creating requests from fulfillment applications
Importing and exporting data
Viewing object relationships: 8.1.01 and later
Working with the Request Entry console
Internationalization and localization
Configuring Identity Request Management
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You have a basic understanding of performing common configuration tasks using the Application
Administration console (for example, logging into the IT Home Page, defining users in the People form, and
so on).
Where to begin
Configuring companies
Performing a standard
configuration
Verify that the mid tier URL needed to identify the DVF
components is correct. This step is necessary to make
sure that, for example, the Request Entry console shows
navigational categories correctly.
Creating application
templates and application
object templates
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Action
Where to begin
templates
Template.
Select Incident Management > Template >
Creating templates
Template.
Configuring navigational
categories
Configuring survey
questions.
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Action
Where to begin
Entry console.
Console Preference.
View, modify, or create search exclusions.
query exclusions
View.
8. Configure work order templates and rules
Modify or delete work order templates.
Setting up approval
processes for your company
Configuring automatic
assignment events
Configuring automatic
assignment rules for
individuals
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Action
Where to begin
Creating people
qualifications
entitlement.
Creating on-behalf-of
definition rules
After you deploy the SRD, it automatically appears in the Request Entry console. Users can then submit requests
for the services available to them.
Note
To localize services, you must localize all components, such as AOTs, PDTs, and SRDs, separately. You
can localize AOTs, PDTs, and SRDs when you create them.
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server_name.company.com.
<port> is an optional port number, which is needed if the web server is not on the default port (port
80).
2. Enter your user name and password, and click Login .
3. In the navigation panel of the Home Page, select the console you want to view; for example, Service
Request Manager > Service Catalog Manager Console.
Tip
Create a favorite or bookmark for each console you want to access directly.
Note
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If you installed and configured BMC Remedy ITSM Suite before installing BMC Service Request
Management, the standard configuration steps might have already been done.
The Custom Configuration tab provides access to configuration forms. Use the forms accessed from this tab to
go beyond the standard configuration.
For more information about configuration, see Performing a standard configuration.
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The following procedure describes the minimum number of entries that you need to make to enable the
administrator to configure the application. You should add support staff information to the application
administrator entry, as described in Adding support staff.
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.
8.
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companies. Otherwise, select Yes in the Unrestricted Access field (the default) on the Login/Access Details
tab of the People form.
To select a specific company:
a. Click Update Access Restrictions.
b. In the Access Restriction field of the Access Restrictions dialog box, select a company for which to
add access to the person.
c. Click Add/Modify and Close.
9. If the administrator will also be a service request coordinator, business manager, work order manager or
assignee, or fulfillment provider, follow these steps to relate the person to at least one support group:
a. Click the Support Groups tab.
b. Click Update Support Groups and Roles.
c. In the Add Support Group Relationship area of the Update Support Group Memberships and Roles
form, select the Company, Support Organization, Support Group, and Relationship Role.
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.
11. To add a functional role, complete the following steps:
a. Select Company, Support Organization, and Support Group Name.
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.
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Creating organizations
Creating locations
Creating support groups
Adding people information
Creating product categories
Creating operational categories
Creating assignment routing in a standard configuration
Viewing and modifying standard configuration data
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Note
Multi-tenancy is how access control to data is enforced in BMC Remedy Service Request Management.
For example, when you create an SRD, you either specify which company it belongs to, or you designate
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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 users to see it,
regardless of the company to which they belong.
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 to access the Request Entry console.
4. In the Mid Tier Path field, enter the default path of the BMC Remedy Mid Tier using the fully-qualified
domain name format, for example:
http://255.255.255.255:8080/arsys
http://ccm-five1-vm2.labs.acme.com/arsys
http://chardonnay.labs.acme.com:8080/arsys
5. Click Save.
4.
BMC Service Request Management 8.1.01
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4. In the Default Web Path field, enter the mid tier URL.
The format is http://<webServer>:<port>/<contextPath>. The default value for <contextPath> is arsys.
Specify <port> only if you are not using the default port number of 80. Be sure to use the fully qualified
domain name.
Note
For the application to function correctly, the URL that is used to access the Request Entry console
must contain the name of 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 .
8. Enter the BMC Remedy AR Server name in the Data Visualization Module Server field, matching the server
you specified in step 4.
Recommendation
Configure the Data Visualization Module on the mid tier to use only one server.
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3. In the Support Group form, search for the support group that is the selected coordinator group.
This group is specified in the Coordinator Group field on the Service Request tab of the SRD.
4. Select the support group, and click the Business Hours and Holidays tab.
5. In the Business Hours area, click Update.
6. On the Define Business Hours form, click Server Time Zone.
Note
If the time zone has not already been set, 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.
8. To add business holidays, click Update in the Business Holidays section of the form.
9. On the Business Holidays Definition form, click Server Time Zone 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 any additional holidays.
Recommendation
BMC recommends that you create OBO rules that allow service desk staff to create service requests on
behalf of any user.
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Note
All new service requests are validated against On Behalf Of (OBO) rules, except those created
automatically by BMC fulfillment applications. For example, when a web service creates a service
request, an OBO rule must be configured so that the Requested By user can submit a service request on
behalf of the Requested For user.
For more information, see Integration methods and Request_Submit_Service.
Steps to follow
a.
b.
c.
d.
Company
Select information from the remaining fields (for example, Organization, Department, and so on).
Group
Select 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 to which you have access.
a. In the People Search form, enter criteria to find a particular person from the People form, and click
Search.
b. Select a person from the results list, and click Select.
c. The login ID of the person appears.
Company
Select information from the remaining fields (for example, Organization, Department, and so on).
Group
Select a group name for the company. When selecting a group for the Requester Type, you can only select a
group to which you have access.
9.
BMC Service Request Management 8.1.01
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9. Click Save.
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Note
If you do not want guest users who have a BMC Remedy AR System login and no People record, to
access your system, do not enable the Allow Guest User option.
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Note
You must have the SRM Administrator permission to create navigational categories.
Create a spreadsheet with the items you support on the left side and the services you provide on the top row.
Each spreadsheet cell represents a category and service pair (for example, Hardware/Repaired). Determine which
pairs apply to your organization, and you can map your old tree to this new structure.
You define the categories in the Category Management form. This form is used as a repository to store the
categorizations that differentiate the catalog offerings, including graphics. You can create generic categories that
globally apply to all organizations (for example, Hardware/Computers/Dell) or categories unique to specific
companies.
Note
Navigational categories do not appear in the Request Entry console until they are associated with an
SRD. Some SRD categories are preconfigured 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 images.)
After you define the navigational categories, their values appear in the following areas:
Service Request Definition form
Defined Locales form (click Other Locales on the Service Request Definition form)
SRD Qualification for Entitlement form
Approval Mappings
You can define categories for one company, which makes the appropriate categories visible only for that
company. Using the Category Management form, you can create three levels of categorizations for a specific
company (for example, Installation > Desktop > Windows, or Change > Application > Password).
The company and categories enforce the uniqueness of the categorization, which means that only one unique
combination of categories is allowed for each company and each locale.
Define global categories first, followed by company-specific categories, and then sort. Follow this sequence
because you move company navigational categories up and down the navigation tree relative to the global
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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.
As a result, users should not be confused by seeing Password Reset in two different locations in the Request Entry
console.
Note
If guest users must be able to access navigational categories, create the categories for global companies.
Recommendations
When creating navigational categories, divide the service into two parts and make two lists:
Items that you support for example, Hardware, Software, Networks, and so on
Services that you provide for example, Repaired, Replaced, Trained, and so on
When defining navigational categories, follow this sequence of steps:
1. Defining global navigational categories
2. Defining company navigational categories
3. Sorting navigational categories
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5.
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Note
You cannot select images for Category 2 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.
Note
Deleting a category unrelated to an SRD deletes all localized categories. For more information,
see Localizing navigational categories.
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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.
Example
Calbro Category 1
Global Category 1
Global Category 2
Calbro Category 3
Global Category 3
Calbro Category 3
Global Category 2
Calbro Category 2
Calbro Category 1
Global Category 1
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4. Add additional Category 1 records, until you finish adding your Category 1 records.
5. To create a Category 2 record in the tree:
a. Select the Category 1 record.
The Category 1 records can be either global or company-specific.
b. Click Add.
c. Enter a category name (for example, PC) and a description.
6. To create a Category 3 record in the tree:
a. Select the Category 2 record.
The Category 2 records can be either global or company-specific.
b. Click Add.
c. Enter a category name (for example, Ubuntu) and a description.
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 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.
Example
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You can sort Category 2 and Category 3 records in their category levels. You can sort global and company
Category 2 records (for example, Calbro Acrobat or Global Microsoft), or 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.
Tip
Sort the Global categories first, and sort the company categories later.
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Disclaimer
Although the concepts and procedures presented in this video are correct, the user interfaces shown are
not current.
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11.3.2 How service request definitions are related to Atrium Service Catalog
When you create a service request definition (SRD) in BMC Service Request Management, it is translated into a
requestable offering in the Atrium Service Catalog. This makes the SRD information (and its relationship to
services and service offerings) available to other consumers. Users can browse the entire service catalog in one
location.
A requestable offering is part of a service offering that defines a specific agreement between a service provider
and a customer for a service. Each service offering defines a level of service for a price: it combines the service
(utility), a service level target (warranty), add-on options, and requestable offerings.
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 service offering 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 service offering can have one or more requestable offerings. Like a service offering, an requestable offering
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 requestable offering 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 the following figure:
Example of a service model
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Home
(Optional) Service level target Target that defines the "warranty." Targets define the key performance
indicators (KPIs) that measure the performance of a service offering.
Service offering A service that an IT organization makes available to its users. Service offerings are
associated with service levels (such as Gold, Silver, and Bronze) and the warranty defined by those service
levels. Aspects of a service offering that can be requested by users are specified by delivery (one-time) and
transactional (ongoing) requestable offerings.
Requestable offering An aspect of a service offering that can be requested by users. BMC Cloud Service
Management enables two general types of requestable offerings:
Delivery requestable offerings, through which users request the implementation of a service
Transactional requestable offerings, through which users request additional functionality of a service
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Note
Quick launch and no-template AOTs do not use application templates. No-template AOTs create the
fulfillment request without a fulfillment application template.
Recommendation
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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Important
You must have Request Catalog Manager permission to create AOTs
Each AOT can include only one application template. When you specify an application template in an AOT, the
application template is registered with the AOT. You can add only an unregistered application template to an
AOT.
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 more information about variables, see Using variables in a process definition template.
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Tab or field
Value
Function
Incident
Management
Header
Change
Management
Authored For
Groups tab
Header
Categorization
Tab
Authoring For
Groups tab
Header
Categorization
Tab
Note: On the Work Order form, the Summary field is used for
the description.
Header
Categorization
Tab
Template
Work Order 1
Work Order 2
Note
You must have Work Order Config permission to create work order templates.
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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, Adds, and
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 frequently.
Recommendation
The values you configure in the Work Order Template form are used to add information to the Work
Order form.
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1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Service Request Management > Work Order > Work Order
Template, and click Open .
3. Enter information in the following fields at the top of the Work Order Template 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 template for example, General
(the default) or Project.
e. (Optional) In the Notes field, enter a complete description of the template.
f. In the Status field, select a status.
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 Application Object Templates.
4. From the Categorization tab of the Work Order Template form, enter information in the following fields:
a. In the Company field, select the name of the company for requests based on this 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.
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, Product Name,
and Model/Version.
Here you configure the five-tier hierarchy defined in your product catalog. If you do not see the
appropriate product, continue to make selections in product categorization until you see the
appropriate product.
h. Click Save.
5. From the Tasks tab of the Work Order Template form, enter information in the 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 list (for example, Task
Template) and click Relate.
b. (Optional) Use the Type (for example, ALL) and Category (for example, Task 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.
The task or task group is added to the template.
d.
BMC Service Request Management 8.1.01
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Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in
the view.
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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.
3. In the Field Values column, enter any default field values that you want to appear in the corresponding
fields.
The following table shows the field types for the details fields.
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Field number
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.
Description
Locale (
optional)
To display the application object template in a different locale, you must first create and save the template. For more
information about localizing AOTs, see Localizing AOTs.
You can deliver localized AOTs for use with PDTs, simultaneously, in multiple languages with different formatting. 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
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Field
Description
Type
Specify the type of AOT. You can select from the following types:
NO TEMPLATE AOT does not use an application template to create the fulfillment request. You can include target data.
Quick Launch Launches a URL in another window and completes the service request for tracking purposes. Using a
quick launch AOT with an SRD does not require approval. Quick launch AOTs do not use application templates.
TEMPLATE AOT uses an application template with pre-defined values. You can include target data. You cannot use this
option when you select the Global company.
Name
End User
Displayed
Enter a name of the AOT for users to appear at runtime in the Request Entry console when you view the Process Details of the
service request.
Name
Summary
App
Registry
Select BMC Change Management, BMC Incident Management, or Work Order Management.
Name
Note: Not all the items that appear in the menu are eligible.
Template
Name
Registers an application template with this AOT when the form is in New mode. The name of the unregistered template is
entered in the field. After registering the template, you have locked the AOT to that template.
Note: You can select only application templates that have not yet 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 and application object templates.
Registered templates that belong to the registered application show Yes in the table, along with a name
and brief description.
For more information, see Parameters for registering application templates with AOTs.
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.
5.
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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 Add Target Data.
7. From the Available Target Data table, add target data fields to the AOT.
Add target data based on the design and purpose of the AOT and related PDTs. See About application
templates and application object templates.
8. In the list of target data, define a default value for the target data in the Default Value field.
For example, you can configure that the Customer Name field with a prepopulated value ( $USER$ ) appears
on the SRD. You can also add hidden fields to the SRD, with prepopulated values.
Even if the target data is not exposed, you should provide default values, so that the correct target data is
provided. An attempt to create a work order from the SRD will fail if the required fields do not have the
correct values entered (for example, if the Summary field is left empty).
9. In the Exposed field, select Exposed to expose the field to the PDT.
10. Click Save.
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.
Tab or field
Value
Function
Incident
Management
AOT
Application Object
Template fields
Change
Management
AOT
Application Object
Template fields
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Work Order
AOT 1
Work Order
AOT 2
Application Object
Template fields
Summary (Exposed)
Header
Note
To create and modify PDTs, you must have Request Catalog Manager permissions.
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Recommendations
Simplify the design of your PDTs to make them easily reusable. A single PDT can be related to
multiple SRDs.
Avoid creating too many layers of nested PDTs, to avoid performance problems on the server.
Use the Process View of the Service Catalog Manager Console to create and manage PDTs.
Defining a PDT
Defining a PDT includes the following steps:
1. Associate processes and AOTs with the PDT.
A PDT can contain nested PDTs, up to six levels.
Recommendation
To avoid performance problems on the server, it is recommended, that you avoid creating too
many layers of nested PDTs.
2. 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 might require that the application create the
fulfillment requests for the following processes:
Verifying the employee's specific details
Searching for an available phone number to assign
Ordering the phone
Activating the line
Testing the line
Scheduling an appointment for a technician, if necessary
Notifying the employee that the service is active
When you have finished defining the PDT, you can verify the sequence of the processes and AOTs in the Process
View of the Service Catalog Manager Console.
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Step
Reference
1. Verify that the navigational categories, application template (optional), and the AOT are
configured.
Note: You cannot combine PDT and SRD types. For example, you must use a standard
PDT with a standard SRD.
Localizing PDTs
Note
If you create a service request that activates a sequence of fulfillment requests--for example, a series of
change requests, incidents, or work orders-and then you cancel a fulfillment request that was activated,
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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:
If the first change request is completed, create the second request.
If the first change request is not approved, create an incident.
For more information, see Designing the PDT flow in the Visual Process Editor.
If you have also have Service Request User permissions, you can open the request in the Service Requests form
and view the application instances that were created in the Processes and Questions tab.
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You can also use input variables to build conditions to drive the fulfillment process. For example, you can
add a condition specifying that if the location is San Jose, then the work order must be assigned to John
Doe, a member of the San Jose IT team.
Process Output variables Receive target data field values from an AOT representing one fulfillment
application into another AOT or nested PDT representing another fulfillment application. Output variables
are typically used when a PDT contains more than one AOT. They are set when an AOT process has
completed, and the data is used as input in the next AOT. For example, suppose the Notes field is passed
from target data to an AOT representing the Work Order application. When a fulfillment worker updates
the value of the Notes field, the updated value is passed on to another AOT representing the Change
Management application.
Internal variables Pass data internally between nested PDTs within a PDT. An AOT sets the variables and
passes them to a nested PDT. Thus, the value can be used as input to the next AOT or fulfillment
application. For example, you can pass on the employee ID. Internal variables are not exposed outside of
the PDT or AOT.
Create variables using the correct Type, such as Process Input, Process Output, or Internal, to distinguish how the
variable should be used within the PDT. Only Process Input types are exposed to the service request. Use internal
variables to pass data between AOTs and nested PDTs. A fulfillment application should use process output
variables to receive data from an AOT or nested PDT after it has completed.
To allow branching within a process, you can add conditions to the PDT. Only variables can be used when
creating the qualification for conditions.
Tips
When defining your input variables, provide a meaningful description of the input variable's
purpose. The catalog manager uses this information when defining and mapping questions to the
PDT input variable.
When defining a process with conditions, ensure that the variables that are used in the condition
qualification are set prior to the evaluation of the condition qualification.
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Home
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Note
You must have Request Catalog Manager permissions to perform the following procedure.
To view processes
1. Open the IT Home Page.
2. Click the Service Catalog Manager Console link.
3. Click Console Focus in the left navigation pane, and click Process.
4. Perform a search to view a list of available processes.
5. Select a process from the Search results.
6. Click View.
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.
Related topic
Localizing PDTs
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Note
PDTs can be used in a multi-tenancy environment.
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Dragging PDTs or AOTs to different levels (Click the following image to expand it.)
2.
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When designing your PDT, you can mix and match any combination of nested PDT, AOT, or condition
objects for a Standard SRD.
The objects are activated in the visual sequence displayed in the workspace. In the illustration above, the
InstallOffice AOT runs first.
If it is successful, the PDT executes the Yes branch and the New Employee PDT is activated.
If it is unsuccessful, the PDT executes the No branch and the Create an incident AOT 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 drag it to its new level or
position.
Note
You cannot drag a condition to a new position if an AOT, PDT, or other condition is connected to
at least one of its branches. Instead, you must delete the condition and create a new one.
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.
Warning
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 Using variables in a process definition template.
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.
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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.
6. For Process Input variables, if you require data be entered for this variable (by users answering a question,
through a mapping, or through a default value), select the Input Required check box.
7. Click Add.
You can modify or remove these variables as needed. You can also view their usage.
4.
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4. In the table on the Map Data panel, select one of the fields that you exposed in the AOT. (The fields come
from the fulfillment application.)
5. If you want to enter data into the field on the fulfillment application, select a variable from the Input field.
The data from the variable will be entered into the field on the fulfillment application.
6. If you want field data from the field on the fulfillment application pushed to another AOT or PDT, select a
variable from the Output field.
You can enter variables in the Input and Output fields. For example, an input variable might enter data into
a Cube Number field, but if the fulfillment provider changes the data in that field on the fulfillment
application, the data can be passed on to the next process steps (AOT) through the Output variable.
7. Click Apply.
8. Click Save.
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5. Click Save.
The Save operation adds your entry to the task's 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 this task, click Report.
The Report Preview dialog box displays the work information entries.
You can create BMC Remedy AR System reports by using the Report Selection and Report Creator forms.
Reports created using the Report Creator form automatically create an entry to the Report form when
submitted. For more information about AR System reports, see Reporting in BMC Remedy AR System.
7. To show all entries for work information history, click View.
8. Click Save.
Area or
field
Objects or values
Function or description
General
Details
Description
area
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Tab
Area or
field
Objects or values
Function or description
Visual
Process
AOT1
AOT2
AOT3
Editor
Process
Details
Define
Properties
panel
Process
Details
Define
Variables
panel
Process
Details
Map Data
panel
Create three AOTs AOT2 and AOT3 run in parallel below AOT1.
AOT2 and AOT3 receive input from AOT1.
cmV1_opcat_input
cmV1_opcat_output
cmV1_summary_input
cmV1_summary_output
Create four variables that are used for input to AOT_CM and
output to AOT_WO1 and AOT_WO2.
Process
Details
Map Data
panel
Process
Details
Map Data
panel
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To test this PDT, create a test SRD to make sure the inputs and outputs function as expected. See Creating an SRD
that uses the Change PDT.
Area or
field
Objects or values
Function or description
General
Details
Description
area
Process
Details
Visual
Process
Editor
AOT
PDT
Process
Details
Define
Properties
panel
AOT_IM
Change_Mgt_PDT
Process
Details
Define
Variables
panel
Create one AOT and create one PDT below it; they run
sequentially. PDT receives input from AOT.
imV1_opcat_input
imV1_opcat_output
imV1_summary_input
imV1_summary_output
Create four variables that are used for input and output with
AOT_IM.
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Tab
Area or
field
Process
Details
Map Data
Panel
Process
Details
Objects or values
Map Data
Panel
Function or description
To test this PDT, create a test SRD to make sure the inputs and outputs function as expected. See Creating an SRD
that uses the Incident PDT.
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Related topic
About building SRDs that use dynamic data flow
Note
PDTs can be used in a multi-tenancy environment.
11.
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(for example, BMC Change Management, BMC Incident Management, or Work Order Management). 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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Home
Home
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 the order 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.
Related topics
Example of creating PDTs
Creating an SRD that uses the Incident PDT
Creating an SRD that uses the Change PDT
Note
You must have the Service Catalog Manager permission to create SRDs.
Tip
Consider using the Service Request Designer to create and modify SRDs.
The following topics define SRDs and describe how to create one:
Creating service request definitions - Quick Start
Service request definition life cycle
System SRDs shipped with the product
Creating a standard SRD with the Service Request Definition form
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Reference
1. Verify that the navigational categories, application template (optional), and the AOT are configured.
Configuring navigational
categories
About application
templates and application
object templates
Defining application object
templates
Note: The Service Request Designer is a simple wizard that creates basic SRDs, with minimal or no training
required. Users can make new services available in minutes, but you can still use the "traditional" method
to create SRDs.
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Step
Reference
Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a
standard SRD.
SRD
Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a
standard SRD.
7. (Optional) Configure autofill response to trigger when users open the Provide Information form to submit a
request, or when they perform a specific action in the console.
Configuring entitlement
Note: Service targets are available only if you have BMC Service Level Management installed.
13. (Optional) Add a business service to the SRD.
Localizing SRDs
16. Deploy the SRD to make it available in the Request Entry console.
Deploying SRDs
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Note
Work assignments have not been configured for these SRDs
Out-of-the-box SRDs
SRD title
SRD type
Work Order The system SRD for work orders is automatically installed with the product.
PDT name
AOT
name
Work
Order
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SRD title
SRD type
PDT name
Work
Order
Process
Template Work
Request
Order
AOT
name
Change
Change Request The system SRD for change requests is included with BMC Change Management. The
Process
Change
Request
system SRD for change requests is installed only when BMC Change Management is present.
Template sample
Change
Sample
Service
Desk
Incident The system SRD for incidents is included with BMC Incident Management. The system SRD
for incidents is installed only when BMC Incident Management is present.
Process
Template sample
Incident
Sample
Incident
Incident
Warning
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.
The following fields on the system SRDs are locked and cannot be edited:
Field name
on Service
Characteristics
Request
Definition
form
Status
The system SRD status is always Draft, so that it never appears on the Request Entry console.
Description
Instructions
Request
Type
(Definition
tab)
Process
Template
(Definition
tab)
Reopen
Request
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Field name
on Service
Characteristics
Request
Definition
form
Business
Cannot add a business service. The name of this field is Business Service in Work Order Management and Service in BMC Change
Service
(Definition
tab)
Approval
Specifies whether the request created from this SRD needs approval and who must approve the request
Note
Summary records created for the BMC Remedy ITSM Requester Console are automatically converted to
SRDs when the product is installed.
Tip
For a complete list of topics about creating SRDs, see Creating service request definitions.
3.
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Note
Some of the fields in the Service Request Definition form are prefilled for 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 following fields at the top of the window:
Field name
Description
Version
(Optional) Define the version level of the SRD, as you manage the development, test, and production life cycle, for example,
00.80 for Beta, or 01.00 for first roll out to customers.
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
(Optional) Specify the locale to deliver the SRD in the language that is the most useful to your users. You can deliver localized
SRDs to different users, simultaneously, in multiple languages with different display properties. See Localizing SRDs.
Title
Level
(Optional) Select the service level for the SRD, for example, Gold, Silver, or Bronze. The Service Request Management
administrator configures these levels for you. See Defining service targets for an SRD.
Description
Enter a detailed description of the SRD. Only 255 characters can be shown in the Request Entry console. Any text greater than
255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can
enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on
the web. The content appears in the Description field when requesters access the SRD. See Adding hyperlinks in an SRD.
If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text ( > for >, and <
; for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is
included in a URL, and will not display the string enclosed within the tags. For example, "This is a <hardware> request" will
display as "This is a request".
Note: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use
the HTML tag <br> to specify a line break.
Warning: The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>, in the Description
field of SRDs is not supported.
Keywords
(Optional) Enter aliases (keywords) used to search for SRDs in the Request Entry console. Requesters can enter these
keywords when they search for services in the Request Entry console.
Status
Status
Reason
(Optional) Define why an SRD is in its state. Status reasons are specific to the SRD state. For example, the only choice you can
enter if the SRD is in the Pending state is More Information. Leave this field blank until you are ready to submit the SRD record
for approval.
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Field name
Description
Instructions
(Optional) If the SRD contains questions that requestors must answer, you can add instructions on how to respond to them.
Users can view the instructions when they open the Service Request form to request the service. Click Instruction to enter the
text in the Instructions dialog box. Add an image, as explained in Adding an image to the Instructions field. You can also enter
any value that browsers can read. For example, you can enter the URL to your company's website or to a form located on the
web. See Adding hyperlinks in an SRD.
If you do not define any instructions in the SRD, the Instructions field does not display in the Service Request form. You can
also add instructions for a specific question when you add questions to the SRD. See Adding and mapping questions,
variables, and service request fields.
Navigation
Categories
Define the SRD record by selecting its Category 1 type (for example, Hardware).
Category
1
Navigation
Categories
Category
2 and
Category 3
(Optional) Further define the SRD record by selecting category tiers 2 and 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.
Advanced
Interface
(Optional) Select an alternate set of questions to appear in the Request Entry console. See Creating and using
advanced interface forms.
Form
Process
(Optional) Specify the PDT to include with the SRD. You can also associate questions with the SRD.
Template
Note: A standard SRD requires a standard PDT, and quick launch SRD requires a quick launch PDT. See the
following topics:
Adding a standard process template to an SRD
Adding a quick launch process template to an SRD
Adding and mapping questions, variables, and service request fields
SRD Details
(continued)
Reopen
Request
Expected
Cost
(Optional) Cost budgeted for this SRD. Cost can be linked to service targets.
Price
(Optional) Actual price of this SRD. To select a currency other than the default currency that appears in the
Price field, select a currency from the Price field's drop-down list. This is the currency that appears on the
Request Entry console and the service request. When a user submits a request from a Delivery SRD, the service
offering price is passed to the fulfillment application. If the request is added to the cart or saved as a draft, the
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Section
Field name
Description
administrator for the Atrium Service Catalog can change the price in the Atrium Service Catalog, and the price
is reflected on the SRD. After the request is submitted, the price can no longer be changed.
Note: For consistency, make sure that the currency for the price in 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 Currency exchange ratios.
Turnaround
Time
(Optional) Define turnaround time for this SRD in Hours, Days, Months, or Years. Turnaround time is used to
calculate the expected completion date of any Service Request that you create from the SRD. The Required
Date field is populated automatically.
However, if you set a value of 0 with any time unit, you will have to manually enter a value in the Required Date
field when you create a new Service Request from the SRD.
Note: To calculate the expected completion date accurately, business hours and holidays must be configured.
For information about configuring business hours and holidays, see Configuring business hours and holidays.
Account
Number
(Optional) Enter an account that this SRD will be billed against, for example, Accounting or IT.
SRD Details
(continued)
System
Request
(Optional) Select Yes to show this SRD as one of the System Requests in the Request Entry console. If you
select Yes, the SRD becomes a Popular Service on the Request Entry Console.
Request
Catalog
Manager
Company
Select the catalog manager's company from the list. You use this field with SRD approvals. See Configuring
approvals for SRDs and requests.
Name
Select the catalog manager's full name from the list. You use this field with SRD approvals. See Configuring
approvals for SRDs and requests.
Start Date
(Optional) Enter the date that this SRD goes online. After the SRD is approved and deployed, it becomes
available online after the date you enter here. See Deploying SRDs.
End Date
(Optional) Enter the date that this SRD is no longer available. The SRD record automatically changes to an
Expired Offering status after the end date is reached. You can always reset this end date when it reaches the
Expired state.
First Name
(Optional) Use auto-fill to enter the SRD customer's first name. Press Enter to view additional information
about the customer.
Last Name
(Optional) Use auto-fill to enter the SRD customer's last name. Press Enter to view additional information about
the customer.
Service
(Optional) Select an Atrium Service Catalog service to which you want to link the SRD. Click the Search Catalog
icon to open the Atrium Service Catalog and create a new service. Click the Search icon to open the CI
Relationship Search form, and search for a service. If you do not select a service, the default global service is
applied after you save the SRD.
Effective
Dates and
Times
Customer
Service
Catalog
Information
Note: When you create an SRD, a requestable offering is automatically created in Atrium Service Catalog. For
more information, see How service request definitions are related to Atrium Service Catalog.
Service
Catalog
Information
(continued)
Service
Offering
(Optional) Select an Atrium Service Catalog service offering to which you want to link the SRD. If you do not
select a service and service offering, the default global service and service offering are applied after you save
the SRD.
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Section
Field name
Description
Offering
Delivery The SRD (Requestable Offering) is used to activate the Service Offering (for example, initially
Type
setting up the equipment to use a phone service). Users pay an activation fee only once. You can have
only one Delivery SRD for each service offering.
Transactional An SRD (Requestable Offering) used to make a request which is associated with a
Service Offering (for example, phone service, internet, and so on), or an SRD used to make any other
request. You can have multiple Transactional SRDs for each service offering.
Note: (Version 8.1.01 and later) Each Transactional SRD can be related to multiple service offerings. If
you select a new service offering and save the SRD, the previous service offering relationship is not
deleted. Instead, the new service offering is added to existing relationships, although you cannot see the
multiple relationships from this form. You must administer your Transactional SRDs as request actions in
the Atrium Service Catalog.
Create
Business
Process
(Optional) Works with the Service field if you properly configured the SRM Request Definition Settings form.
See Defining service request definition settings. If the Create Business Process check box is selected (the
default) and you have related a service CI to the SRD, the SRD automatically creates the process that works
with the service CI.
Note
You can add up to 3 images in the Instructions field. The images must be in the JPG or GIF format.
If an image is accessible through a URL, you can add it to a character field, if the field includes an RTF icon (
).
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Description
Image URL
URL to the image. If a browse button (...) appears, you can select an image file from your local computer. See Using the
browse button to add an image to a character field.
Note
Do not enter a local file path, such as C:\Documents and Settings\user1\My Documents\companylogo.jpg. If you
do enter a local path, the link will break on the computer.
Size
Text Flow
Padding
Border
The type of border around the image. You can select the width, line type, and color.
Description
The text that appears when the mouse hovers over the image.
Link URL
The URL that is opened when you click the image in the character field.
Open in a
new window
If this check box is selected (the default), when a user clicks the image, a new browser or browser tab opens the URL. If the
check box is not selected, the URL's web page opens on the same browser.
4. Click OK.
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Tip
For a complete list of steps to create an SRD, see Creating a standard SRD with the Service Request
Definition form.
Note
Some of the fields are prefilled for 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. In the Service Request Definition form, enter the following information:
Field name
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
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Field name
Description
Enter a detailed description of the SRD. Only 255 characters can be shown in the Request Entry console. Any text greater than
255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter
any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the
web. The content appears in the Description field when requesters access the SRD. See Adding hyperlinks in an SRD.
If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text ( > for >, and <
for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is
included in a URL, and will not display the string enclosed within the tags. For example, "This is a <hardware> request" will
display as "This is a request".
Note: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use the
HTML tag <br> to specify a line break.
Status
Navigation
Categories
Category 1
Define the SRD record by selecting its Category 1 type, for example, Hardware.
Request
Type
Select Quick Launch. The Quick Launch request type must be linked to a Quick Launch type PDT. A quick launch PDT
contains an AOT that points to a URL. It does not require approval to be created by a requester. See Creating a quick launch
PDT.
Request
Catalog
Manager
Company
Select the catalog manager's company from the list. The contents of this field with SRD approvals. See Configuring approvals
for SRDs and requests.
Request
Catalog
Manager
Name
Enter the catalog manager's full name. You use this field with SRD approvals. See Configuring approvals for SRDs and requests
.
For information about the other fields at the top of the form and on the Definition tab, see To create a
standard SRD.
5. In the Process Template field, enter a PDT.
See Adding a quick launch process template to an SRD.
6. Click the Service Requests tab, and set the approvals for the service request that the user will submit from
this SRD.
See Configuring approvals for SRDs and requests.
7. (Optional) Configure entitlement for the SRD.
See Configuring entitlement.
8. (Optional) Click the Work Info tab, and enter work information for the SRD.
See Adding work information to SRDs.
9. (Optional) Click the Approvals tab, and set approvals for the SRD.
See Setting approvals for an SRD.
10.
BMC Service Request Management 8.1.01
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Note
PDTs must be active before you can select them.
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3. Click Close.
3.
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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 Viewing a process template attached to the SRD.
Note
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 to reselect the PDT in the SRD and remap of the target data at the SRD level.
Users are prompted to respond to questions that are designated Required when they request a service in the
Request Entry console. You can add branch conditions to display additional sets of questions, based on their
response to a question. When users submit their service request, their responses are passed on to the fulfillment
application through the variables specified in the PDT.
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You can add an unlimited number of questions in an SRD. You can select questions from the Questions Library or
create them in the SRD. This list of questions is unique for each SRD.
Warning
To prevent command automation interface (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 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).
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Notes
When you choose a question from the library to use in an SRD, you are configuring a copy of the
definition of the question for the SRD. This means that:
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.
Any future changes to a question in the Questions Library are not automatically reflected in
SRDs containing that question.
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.
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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 user's responses are pushed to the
application instance for a particular AOT.
Recommendation
The Question Text (or Display value) that you specify for text, radio button, and check box questions
must fit into the space allowed in the UI. Since strings of text are wrapped at spaces, BMC recommends
that you consider the length of each word, the word spacing, and the available UI space to make sure
that the text wraps properly. When defining questions, make sure that you also consider the length of
any localized question text or display values.
Important
The internal value for each option in a radio button, check-box, or menu question, whether parent or
supporting, must be unique within the set of possible answers. In most cases, the internal value should
be an integer so that it can be treated as an enumeration by the back-end fulfillment process, if
necessary. Where the response is seen, such as in the Request Details, the display value is shown. The
display value can be localized. The internal value must be locale independent and is not localized, even if
it is not an integer, so that the fulfillment process can consume it independently of the users locale.
Notes
You must enter at least one character. If you use only one character, it cannot be a space.
If you are passing the values from a text question from BMC Service Request Management
to a fulfillment application (such as BMC Incident Management), make sure you set the
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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 Troubleshooting.
Note
You can create as many radio buttons as you need for each question.
3.
BMC Service Request Management 8.1.01
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3. In the Question Text field on the Questions Library form, enter a question for users.
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 back-end application.
6. (Optional) In the Instructions field, enter instructions on responding to the question.
7. In the Displayed Value field, enter the value that appears to users (for example, Accounting).
8. In the Actual Value field, enter the value stored in the database.
9. Click Add.
10. Repeat step 7 through step 9 for each option you want to add.
11. Click Save.
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Tip
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.
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from the form that the data will come from. See Defining query menu questions.
When you are creating a service request definition (SRD), you can even build a dynamic menu that has
multiple dependencies. This type of menu uses the answers to multiple questions to retrieve data ('Status' =
<Restaurant status> AND 'Modified Date' => <Date and Time> ). See Defining dynamic query menus.
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.
1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Service Request Management > Application Configuration >
Define Questions Library, and click Open.
3. In the Question Text field on the Questions Library form, enter a question for users.
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 back-end application.
6. (Optional) In the Instructions field, enter instructions on responding to the question.
7. In the Menu Type field, select Static.
8. In the Displayed Value field, enter the value that appears to users (for example, Accounting).
9. In the Stored Value field, enter the actual value stored in the database (for example, Calbro Accounting).
10. Click Add.
11. Repeat step 8 through step 10 for each option you want to add.
12. Click Save.
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1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Service Request Management > Application Configuration >
Define Questions Library, and click Open.
3. In the Question Text field on the Questions Library form, enter a question for users.
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. (Optional) In the Instructions field, enter instructions on responding to the question.
7. In the Menu Type field, select Query.
8. In the Form Name field, select a form (for example, AP-Sample:Restaurant).
9. In the Display Label field, select the field associated with the form.
10. (Optional) Edit the Actual Value field.
While the Display Label determines what the user sees on the screen, the Actual Value determines the
value that is processed in the system. By default, they are the same. If you choose to set a different Actual
Value, you must also specify Internally Represented Response in the question mapping. For more
information, see Question format restrictions.
11. 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 To build a query in the Query Qualification Builder.
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.
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To build a query the Query Qualification Builder, enter information in the Qualification field by using the
following fields:
Note
You cannot manually edit the text in the Qualification field.
Field
Action
Fields on
Selected
Select a field from the list. (Qualifications support only fields storing data as strings.)
Form
Question
Text
1. From the menu next to the Textfield, select the option that corresponds to the type of text that you want to enter:
Text enables you to enter text.
Integer enables you to enter numerals that are treated as integers.
2. Enter the text to include in the qualification.
3. Click Add.
Syntax
buttons
Keywords
As you select the options, they are entered in the Qualification field. Click the Undo button to undo your actions.
(You can undo only the last action.) Click Clear to delete the entire qualification and start over.
To test query menus
Note
This procedure assumes that you already know how to create application templates, AOTs, PDTs, and
SRDs.
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For example, if you add the Detailed Description field to the target data. When you select a restaurant and submit
the request, this value is entered in the Detailed Description field of the work order.
Tips for constructing query menus
Ensure that your users have the correct permissions to access information. The list of forms in the Form
Name field shows all forms that include data, regardless of multi-tenancy or permissions. As a result,
requesters must have access to the form selected from the Form Name field for the question to work. For
example, if you select CHG:InfrastructureChange from the Form Name field, but a user who is logged in to
the Request Entry console does not have Change User permissions, no data appears on that menu for that
user.
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.
To define dynamic field menus
4.
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> 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 Instructions field, enter instructions on responding to the question.
7. (Optional) In the Category field, select or enter the category that you want to apply to the question.
8. From the Menu Type list, select Query.
9. From the Form Name field, select the form from which to show the answers (for example,
AP-Sample:Restaurant).
10. From the Display Label field, select the field associated with the form.
11. Leave the default value entered in the Actual Value field.
12. (Optional) Edit the Actual Value field.
13. 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.
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BMC Service Request Management 8.1.01
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3. In the Question Text field on the Questions Library form, enter a question for users.
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 back-end application.
5. (Optional) In the Instructions field, enter instructions on responding to the question
6. In the Question Format field, select Date/Time, Date, or Time.
7. Click Save.
Notes
Because date questions are not copied, consider making the question mandatory to ensure that
users enter a new date when submitting a request that has been copied using the Request Again
feature.
When you map date questions to variables, use the Internally Represented Response option. This
ensures that the date field displays the time stamp when the request was created on the server.
For more information, see Mapping variables to questions.
To use custom date formats in answers to questions in service requests, users must enter the custom date/time
format on the Locale tab on the AR System User Preferences form. (The administrator can also set the date
format.) Both date and time must be included and separated by a semicolon:
date;time
For example:
yyyy/MM/dd;HH:mm
To use custom date formats in Required Completion and Expected Completion fields on the Provide Information
form, users must select the Custom Date format for the Display Data/time Style (Web) field on the Web tab of the
AR System User Preference form. For more information about setting preferences on the Web tab, see Setting the
Web tab.
For more information about setting user preferences, see Setting user preferences.
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Note
You can use the Category 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 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.
Note
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You must add a forward slash (/) at the beginning and at the end of regular expression
strings.
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. To specify the order in which the questions will appear in the SRD (when it appears in the Request Entry
console), select the question and click the Up button to move it up or click the Down button to move it
down.
5. To remove a question from the list of available questions, select it from the navigation tree and click Delete
.
6. To map variables to questions, click the Variable Mapping tab.
See Mapping variables to questions.
7. To map questions to fields on the Service Request form, click the SR Field Mapping tab.
See Mapping service request fields.
/^([\(]{1}[0-9]{3}[\)]{1}[ ]{1}[0-9]{3}[\-]{1}[0-9]{4})$/
The following regular expression specifies the pattern for email addresses in the format < name
>@example.com
/[\w\d_-]+@[\w\d_-]+\.[\w\d._-]+/
Related topic
Creating questions to use with SRDs
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Note
You cannot create branch conditions for the following question formats: text, date/time, range, query
menus, or dynamic query menus.
For example, you have a Level 1 question with values of Network Printer and Local Printer. You want to pose
additional questions to users who have problems with a locally connected printer. For example:
Is this an issue with a network printer or a local printer? (question 1)
Network Printer (condition 1 for question 1)
Locally Attached Printer (condition 2 for question 1)
Where are you located? (question related to condition 2)
San Jose (condition 2.1)
Floor? (question)
1, 2 (options)
Connection Type? (question)
USB, Firewire (options)
Printer? (question)
Fujitsu, Canon (options)
San Francisco (condition 2.2)
Floor? (question)
1, 2, 3 (options)
Printer? (question)
Xerox, Fujitsu, Canon (options)
Note
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.
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BMC Service Request Management 8.1.01
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1. On the Questions tab of the Question Management form, select the question.
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, Network Printer).
5. Click Apply.
The condition is renamed in the navigation tree.
6. Continue these steps until you have created your conditions for other values (for example, Locally
Attached Printer).
7. After you create your branch conditions, select the condition from the navigation tree (for example,
Network Printer), and click Add Question.
This action creates a New Condition Question record under the condition record in the navigation tree.
8. To move a question up or down within a condition branch, select the question and click the Up arrow or
the Down arrow.
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example, the user's 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.)
4. Click Apply.
5. Map other variables as needed.
6. Close the Question Management form.
7. Save the SRD.
Fulfillment
field type
How to map
data
Comments
Text
Character
Either
Radio
Button,
Check Box,
Static Menu
Character
User
Displayed
Response
Selection
Field
Internally
Represented
Response
When the internal value is used, the stored values defined for the question is passed to the fulfillment
application. The stored values must match those of the selection field on the fulfillment form.
Query Menu
Character
Either
User Displayed Response always maps the Display Label, even if an Actual Value is configured for the
question. To map the Actual Value, use Internally Represented Response. For more information, see
Defining query menu questions.
Date
Date
Internally
Represented
Response
Do not use the User Displayed Response option, which passes the user's date and time to the backend
application. If the user's computer and the server are in different time zones, the date field will display a
different timestamp from when the request was actually created.
Also make sure that the end user's computer time zone is set the same as the Time Zone preference in
AR System User Preferences. For more information, see Setting the Locale tab.
Character
User
Displayed
Response
Date/Time
Not
applicable
Not supported
Time
Not
applicable
Not supported
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Date/Time
Date/Time
Internally
Represented
Do not use the User Displayed Response option, which passes the user's date and time to the backend
application. If the user's computer and the server are in different time zones, the date/time field will
Response
display a different timestamp from when the request was actually created.
Also make sure that the end user's computer time zone is set the same as the Time Zone preference in
AR System User Preferences. For more information, see Setting the Locale tab.
Character
User
Displayed
Response
Date
Time
Time
Internally
Do not use the User Displayed Response option, which passes the user's date and time to the backend
Represented
Response
application. If the user's computer and the server are in different time zones, the time field will display a
different timestamp from when the request was actually created.
Also make sure that the end user's computer time zone is set the same as the Time Zone preference in
AR System User Preferences. For more information, see Setting the Locale tab.
Range
Character
User
Displayed
Response
Character
Either
Integer
Either
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Autofilling responses to questions lessens the burden on users to enter correct information when submitting a
request. For example, when users open a Provide Information form on the Request Entry console, an autofill
response can be triggered to automatically fill in their employee ID, location, and cost-center information from
the appropriate fields in the fulfillment application forms.
Note
You cannot autofill responses to conditional questions with Open Form actions. With Answer Question
actions, autofilling responses to the conditional questions works only when the trigger question and the
auto-filled question are displayed.
The autofill functionality dynamically prefills responses to questions based on either or both of these triggers:
User opens the Provide Information form to submit a request
User responds to a previous question in the SRD
Note
To configure a default response to a question based on static data, such as menu options, use the
Default option when creating the question.
The following topics provide more information about autofilling responses to questions:
Configuring autofill responses
Example of an action trigger
Related topic
Adding questions to an SRD
Note
You cannot create dependencies between actions because they run in parallel.
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2. Specify the information that you want gather from a fulfillment application form or custom form to
populate as response to a user action. To gather the information, you must:
a. Select a form
b. Specify one or more fields, data types, and field values.
3. Map field values to questions in the SRD to use the values as responses to the questions.
Note
The supported question formats for trigger qualification are Text, Radio Button, and Menu.
Note
You can use only Text, Date, Time, and Date/Time question formats to configure actions.
3. In the Action Information pane of the Actions tab, perform the following steps:
Under Action Details:
a. In the Title field, enter a title for the action.
b. From the Trigger drop-down list, select one of these actions to trigger an autofill response
from the application: Open Form or Answer Question.
c. In the Trigger Qualification Builder, create a query that defines the condition to trigger the
action.
Trigger qualification is required for the Answer Question trigger. It is optional for the Open
Form trigger.
d. The Type field displays Autofill as the Action type.
Under Autofill Details:
a. From the Form Name drop-down list, select the appropriate form.
b. In the Autofill Qualification Builder, select a field from the form and select the operator from
the adjacent field
c. Select the data type, such as Question, Text, Integer, or Keywords.
Use Question to autofill the response to a question based on the user's response to
another question. Select the question from the adjacent drop-down field. For example,
if the question is Name , the product can look up the response entered by the user and
pass on the user's Employee ID in response to the next question: Employee ID.
Use Text to specify text data type, and enter the value in the adjacent field.
Use Integer to specify a numerical data type and enter the value in the adjacent field.
BMC Service Request Management 8.1.01
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Use Keywords to specify a keyword and enter the value in the adjacent field. You can
specify only one keyword.
Note
CUSTOMER is a keyword for the Requested For user's login ID
d. Click Add.
4. In the Mappings panel, map fields to questions.
Select the field from the Field drop-down list and select the question from the Response drop-down list.
5. Click Add.
6. Click Apply.
Note
You cannot map Date, Time, and Date/Time field values to Text questions.
Example
Autofill Details:
Form Name - CTM:People
Selected field - Remedy Login ID
Operator = $\USER$
Mapping:
ManagersName = What is your manager's name?
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When embedding HTML, you must use the target="_blank" code; otherwise, the link tries to open inside the
field but fails. Using _blank targets opens to a new window, outside the Request Entry console.
Or, you could add the following Oracle JavaScript snippet:
b. Enter the text or URL in the dialog box and select it.
c. Click the HTML Link button in the toolbar to view the Link Options dialog box.
d. If you entered text in the Instructions dialog box, enter the URL that you want to link to the text.
If you want to remove the link, click Remove link from text .
e. (Optional) Enter a brief description of the link.
f. Close the box.
2. To add a hyperlink in the Description field or the Question Text field, enter the HTML snippet in the field, as
described earlier in this section.
Note
When you add or modify an HTML link or an image link in the Instructions field, make sure that
Open in New Window is selected. This will open the link in a new window.
Related topic
Adding an image to the Instructions field
BMC Service Request Management 8.1.01
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Note
You can add 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.
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Related topics
Adding an image to the Instructions field
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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.)
4.
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b. Map the question to the variable for Business Service or Service CI as User Displayed Response.
c. Map the same question to the variable for CI_ReconID as Internally Represented Response.
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4.
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
This option is available only if BMC Service Level Management is installed. The Service Catalog Manager
must have SLM Manager or SLM Config permissions to access the Service Target Wizard.
This section describes how to define service targets for SRDs. The following topics are provided:
Creating service targets for an SRD
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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
The number of hours and minutes before the service target is considered "missed"
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.
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9. Create New Action dialog box, select an action (for example, Service Request warn request manager) and
click OK.
The action is listed in the Actions table.
10. Select more milestones and actions if applicable.
11. Click Finish.
A dialog box asks 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:
Yes The product builds the rules immediately.
No The product does not build the rules at this time. You can build the rules later by opening the
Service Level Management console at the Service Targets tab. The service target that was not built is
listed with a build status of "Needs to be Built." Select your service target and click Build.
After the rules are built, your service target is created and associated with your SRD.
13. Click Refresh to view service targets in the Current Service Targets table that are associated with the
service request.
14. Save your service request and associated service targets.
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Related topics
Service request definition life cycle
Working with templates
Creating a business entity
Configuring service targets
Working with agreements
Description
Applies To
The product that the service target applies to; in this case it is Service Request.
Goal Type
Select from the BMC Service Request Management goal types that are shipped with the product:
Service Request Approval Time
Service Request Process Time
Service Request Total Time
Status
The time in which the service request must have a response. After this time the service target is considered missed.
Impact Cost
The estimated costs per minute to the business if the service target is missed
Business Entity
The periods when the service target measurements are suspended (for example, during a holiday when the company
is closed)
Measurement
Template
Predefined templates that specify when the measurements start and finish
4.
BMC Service Request Management 8.1.01
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4. Click Save.
Related topics
Working with templates
Creating a business entity
Configuring service targets
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.
The following topics provide information about managing SRDs:
Searching for SRDs
Viewing the SRD audit log
Viewing metrics about an SRD
Managing service request notifications
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About using the Company and Console View to search for SRDs
You can further change the table's contents by using the Company and Console View options in the left
navigation pane of the console to see only, for example, all SRDs that need approval. The Company and Console
View options let you sort SRDs by the following criteria:
Option
Action
Company
Filters the SRDs shown in the search results table based on company. The content of this list is tenancy-driven, subject to your
access to various companies. If you have permissions to view only a single company, only that company appears in the list. Selecting
Global shows only the SRDs that are designated as Global. Clearing the field shows all records to which the user has access.
Myself
Customer
Organization
Used especially in multi-tenancy environment. Enables you to select a different BMC Service Request Management organization and
view the SRDs the organization manages.
Other
Person
Enables you to select a different BMC Service Request Management user and view the SRDs that user manages
All
Needs My
Approval
Shows SRDs that are not deployed because you have not yet approved them
Coming Up
Enables you to view SRDs that will become visible to users in a certain number of days (the default is 5). You can configure the
number of days in your product settings.
Coming
Down
Enables you to view SRDs that will no longer be available to users in a certain number of days (the default is 5). You can configure the
number of days in your product settings.
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Closed These SRDs are not available from the Catalog. You must manually set the SRD status to
Closed.
Rejected These SRDs are not available in the Catalog because they were rejected for various
reasons.
4. Click Search.
A list of SRDs that match the selected status appears.
5. Select the SRD you want to view, and click View.
The record opens in the Service Request Definition form.
If the record is not pending approval, you can modify the record. See Setting approvals for an SRD.
Note
This information is read-only. You can view it only when the Service Request Definition form is in Modify
mode.
3.
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request coordinator group includes a list of members. By default, the product selects (in the
round-robin method) from the list which member of the group will be assigned to work on the
service request.
Add a survey. See Adding surveys to an SRD.
4. View the read-only metrics.
The Request Frequencyfield 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.
5. Click Save.
Notes
You can define notifications only when the Service Request Definition form is in New mode or
taken offline.
For On Behalf Of requests, notifications are sent only to the Requested For name specified in the
service request, and not to users specified in fulfillment requests. For example, a service request is
submitted on behalf of Mary Manager, and a work order is generated automatically. If the contact
name in the work order is changed to Bob Backline, Bob's name is not passed back to the service
request. Notifications are still sent to Mary, and not to Bob.
For information about the architecture and configuration of notifications and a list of BMC Service Request
Management notification events, see Configuring the Notification Engine.
To manage notifications
1. Search for the SRD, select it, and click View.
2. Click the Functions link in the left navigation pane, and click Manage Notifications.
By default, the following actions are selected:
Notify End User on Submit
2.
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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.
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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.
If both the Coordinator Company and Coordinator Group fields are populated, the Service Request
Coordinator is selected by using the Coordinator Group indicated. If the Coordinator Group field is
empty, the Service Request Coordinator is selected by using the assignment routing specified for the
Service Request Assignee event defined in the Standard Configuration tab of the Application
Administration Console. For more information, see Creating assignment routing in a standard
configuration.
The following example illustrates how to add a customer to the approval list. This individual must
approve the SRD before it can be deployed.
Customer added to approve SRD (Click the following image to expand it.)
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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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You can view the approvers for a service catalog category and the approval process before the record is
approved. If there are multiple approvers and levels of approvers, the SRD's offering status does not change to
Approved until all the approvers have approved it. However, you can view the Approvers tab for the SRD record
and see where it is in the approval process.
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.
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 for SRDs and requests.
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You can add people to approve SRDs that are pending your approval (for example, to add another Service Catalog
Manager as an alternate approver while you are on vacation).
Notes
By default, an SRD requires approval by a Service Catalog Manager who has the functional role of
the SRD Approver assigned to the SRD.
You can configure alternate approvers only for yourself.
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 SRD's functionality, the SRD cannot be
submitted for re-approval.
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1.
a.
From the Service Catalog Manager Console, select Other Applications > Approval Console.
From the IT Home page, select Applications > Quick Links > Approval Central.
2. Enter search criteria (for example, who you are acting on behalf of) and click Search.
3. Requests needing your approval appear in the Pending Approvals table.
4. Select the approval request, and click Approve or Reject.
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.
Deploying SRDs
This section describes how to deploy SRDs to make them available to users. In addition to the instructions in this
topic, the following topics are provided:
Taking an SRD Offline
Restoring the SRD to the Online state
Resetting the date of an expired SRD
Predeployment steps
Perform the following steps before you deploy an SRD:
1. Create the SRD and keep it in the Draft state until all necessary changes are made.
2. Ensure that the start date is up to date. The start date determines when a deployed SRD is online and
available to users.
To deploy an SRD
1. Search for the SRD, select it, and click View.
2. Change the status of the SRD to Request for Approval.
3.
BMC Service Request Management 8.1.01
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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.
Note
An SRD might be offline because it has reached its end date.
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5. Click Save.
The SRD record is no longer available to users from the catalog.
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Tab or field
Header
Company
Title
Navigation
Categories (and so
on)
Value
Function or description
Not applicable
Service Request
Approval tab
Approval Type
None by default
Approvals tab
Selected by default
Definition tab
Request Type
Standard
Not applicable
Not applicable
Not applicable
Times
Process Template
Change_Mgt_PDT).
Questions &
Add Question
Not applicable
1. Click Questions.
Mappings
Question Text
Not applicable
Categorization Tier 1
Summary
Variable Mapping
Question Format
Text
Not applicable
Category
Not applicable
Question
Not applicable
1. Select question (for example,
Categorization Tier 1).
2. Click Apply.
3. Click Close.
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Tab or field
Header
Company
Title
Navigation
Categories (and so
on)
Value
Function or description
Not applicable
Service Request
Approval tab
Approval type
None by default
Approvals tab
Selected by default
Definition tab
Request Type
Standard
Not applicable
Not applicable
Not applicable
Times
Process Template
Incident_Mgt_PDT).
Questions &
Add Question
Variable Mapping
Not applicable
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.
Mappings
Question Text
Categorization Tier 1
Not applicable
Question Format
Text
Not applicable
Category
Not applicable
Question
Not applicable
1. Select question (for example,
Categorization Tier 1).
2. Click Apply.
3. Click Close.
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Note
Popular services are the most requested services in the Request Entry console. These services are
listed in the Popular Services view of the Request Entry console. For more information, see
Viewing information on the Request Entry console.
6. (Optional) From the Business Process Sandbox Dataset list, specify the sandbox dataset.
Note
If multiple sources of data provide updates to the Atrium Service Catalog, you must specify a
sandbox dataset.
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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 Administering service models and the Service Catalog.
7. (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.
Note
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.
8. Click Save.
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Map more than forty user responses to fulfillment application fields (target data).
Capture additional fields besides the default set of fields that are captured by using the product as shipped.
Control data flow in the AIF.
Create sophisticated data validation.
Note
Guest users cannot submit a request if the SRD includes an Advanced Interface form.
Description
This example of the AIF uses a Regular form, which can be used to store data on the form itself, while also
mapping some of the field values on the form to the fulfillment application fields. The fields on the form are
used to pose questions to users and capture responses to those questions.
This example of the AIF uses a Regular form, which can be used to store data requested of users directly on the
form, without mapping this data to fulfillment application fields.
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Form name
Description
Password Reset
This example of the AIF uses a display-only type of form, and illustrates a password reset use case. A
(SRS:AdvancedInterface_Password
Reset)
display-only form does not store any data. This type of form can be used only to map field values to fulfillment
application fields.
The AIFs include requestable offering data. This data is passed when AIFs are displayed in the Request Entry
console. The following fields are automatically copied from the Service Request Definition form to the AIFs when
you upgrade to BMC Service Request Management 8.1.00:
Field name
Database ID
Description
RO Instance ID
304242570
SRD_RO_ReconID
304242580
SRD_RO_DatasetID
304242590
Note
If you customized the AIFs in releases versions earlier than 7.6.04, you must add these fields to the
forms.
Recommendations
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.
If you include date fields in the body of an advanced interface form (for example, if you add a
question that requires the user to enter a date), create a custom workflow to ensure that the date
is not copied when a user clicks Request Again to create a new request.
Notes
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.
Create a copy of the advanced interface form and modify the copy, so that your work is not
overwritten when you upgrade the application. Run tests on the copy to verify that it works the
same as the original.
To avoid migration issues, do not copy and rename the workflow that is attached to the advanced
interface forms.
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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 form--they 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.
3. Save a copy.
a. Choose File > Save Form As.
b. Enter a new name for the copy.
To ensure that a URL that contains the form name is not interrupted, do not use a plus sign (+) in the
form name.
4.
BMC Service Request Management 8.1.01
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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
c. Check the Filters, Active Link Guides, Menus, and Filter Guides, and associate the new advanced
interface form to them as well.
5. Perform the following actions to the preceding active links.
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.
Note
Add your active links under the
SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields and
SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields active links.
7. Edit the SRS:ADN:SHR_OnSubmit_SubmitInCart active link guide by adding your cart active links to it.
Note
Add your active links under the SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag and
SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag active links.
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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.
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.
Mapped tab on advanced interface form (Click the following image to expand it.)
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For information about creating work order templates, see Creating work order templates.
Note
The Mapping button is enabled if there is application target data to map with the PDT selected.
5.
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Tab
Mapped
Mapped 10-27
Mapped 28-47
Registering AIFs
Use the Configure Advanced Interface Information form to modify the name of the company, advanced interface
form (AIF), server, and so on to be used when selecting this advanced interface data record.
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.
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must create entries for any copies of the advanced interface forms you create.
Registering an advanced interface form
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 select this advanced interface template from the Custom Template
field when they are creating SRDs.
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Related topic
Creating service request definitions
Product Ordering
This following topics provide information about the Product Ordering feature and instructions for using it:
Overview of the Product Ordering feature
Setting up Product Ordering
Note
Product Ordering does not support partial fulfillments. If a PR is required, and if the PR (or any line item
in the PR) is canceled or not approved, then the user receives none of the products in the order, even if
some of the products are in inventory. In this situation, the service request shows a status of Completed
With Issues.
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Likewise, if the change request is canceled or not approved, the user receives none of the products in
the order, and the service request shows a status of Completed With Issues. In this situation, CIs must be
manually returned to inventory, as explained in Placing non-bulk CIs in inventory.
The following sequences show how orders for individual hardware and software products are fulfilled in BMC
Service Request Management.
Hardware products process
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4. After the change request is completed, Product Ordering releases the license. The user is notified
that the request has been fulfilled.
5. The License Engine changes the status to Deployed. The license certificate is updated with the
number of deployed licenses. For more information, see License Engine.
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Recommendation
Do not change or customize the Product Ordering Process PDT.
Note
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Product Ordering is not supported on a mixed-version stack. For more information, see Installing
and upgrading on a mixed-version stack.
Note
Ensure that inventory information for the BMC Atrium Product Catalog is actively maintained. For more
information, see Managing inventory.
1. In the Product Catalog, select the product; if the product does not already exist, create it.
For more information, see Viewing and searching for product entries in the Product Catalog and
Populating the Product Catalog.
2. Verify the following settings:
In the Product Catalog Setup window, the product has an associated version number (software) or
model number (hardware); for software products, the Requires Contract option must be set to Yes.
For more information, see To add product model and version information in the Product Catalog .
The product and model (or version) are associated with the same company, if the product is
associated with a company other than -Global-. For example, if the product is associated with
Calbro, the model or version also must be associated with Calbro. If the product is associated with
-Global-, the model or version can be associated with any company.
For more information, see Relating companies to Product Catalog entries.
The Approved and Managed options are set for both the product and model (or version). For more
information, see Approving and managing products, versions, and patches in the Product Catalog .
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Note
The maximum image size is 260 by 170 pixels.
1. In the Add Product dialog box, below the Image field, click Add.
2. In the Product Image dialog box, click Add.
3. In the Add Attachment dialog box, click Browse to navigate to the location of the image file on your local
computer.
4. Select the image file, click OK, and then click Save.
5. In the Product Image dialog box, specify the company, the image name, and image file name.
6. Click Save.
7. Close the dialog box.
Note
You can define visible and hidden fields only when the Service Request Definition form is in New mode
or Offline.
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Field
Description
Review a service
Enables the Service Catalog Manager to select
Turnaround
Time
Defines turnaround time for this SRD in Hours, Days, Months, or Years.
Turnaround time is used to calculate the expected completion date of the
SRD.
Note: To calculate the expected completion date accurately, business
hours and holidays must be configured. For information about
configuring business hours and holidays, see Configuring business hours
and holidays.
Provide Information
Enables the Service Catalog Manager to select
which SRD fields appear in the Request Entry
console during the Provide Information stage.
Price
Expected
Completion
Date
Required
Phone
Attachment
Instructions
Instructions that you want requesters to view. Requesters see your text in
the Provide Information stage when they are requesting a service in the
Request Entry console.
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
Quantity
Service
Coordinator
Price
Approvals
Shows the Current Approvers section, which includes a More Info link that
allows users to see the approvals for a request
Expected
Completion
Date
Required
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Phone
Price
Service
Coordinator
Quantity
Approvals
End User
Shows the Process View tab on the Request Details. If you clear this field,
Process
View
the Process View tab is hidden from users who do not have Service
Request User or SRM Administrator permissions. This option is selected by
default.
Definition
ConsoleSummary
JavaScriptLib
RQCBCDetails
RCOSRDetails
SCMPDTSRDDetails
SCMSRDDetails
SRDDetails
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Definition
SRSBusMgrRequestSummary
SRSQuestionDetails
Shows questions in the Request Details dialog box that appears after clicking the Request Details button
from a console
SRSRequestDetails
Shows Request Details in the Request Details dialog box that appears after clicking the Request Details
button from a console
SRSRequestDetailsQuestions
Shows Request Details and Questions in the Request Details dialog box that appears after clicking the
Request Details button from a console
SRSSRCActivityLogDetails
SRSSRCActivityLogDetailsEntries
5. Modify the information as needed (for example, change the background color or the summary text).
6. (Optional) Add locale information to the HTML code.
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.
Related topic
Rebranding the Request Entry console
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Creating packages
To organize SRDs, you can group them into a package and create an entitlement rule for that package. This is
useful when you use multi-tenancy, where you are managing SRDs for more than one company.
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.
After you create a package, you can edit or delete it as needed.
Warning
When you delete a package, all entitlement rules that reference the package are deleted.
8.
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You can also drag packages from the Available Packages table to the Associated Packages table.
To filter the SRDs listed in the table, enter a term (from the SRD name) in the Search field, and press Enter.
Note
To prevent you from adding SRDs from multiple companies 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.
To edit a package
1. Open the IT Home page, and select Service Request Management > Service Catalog Manager Console.
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.
The ID field is read-only because this value is system-assigned. The Company field is also read-only,
because the SRDs already in the package are specific to that company.
6. Add or remove SRDs as needed from the Selected Requestable Offerings (SRDs) table.
7. Click Save.
To delete a package
1. Open the IT Home page, and select Service Request Management > Service Catalog Manager Console.
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.
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Related topics
Creating entitlement rules
Creating SRD qualifications
Configuring entitlement
This section describes how to configure entitlement rules that define which users can access various SRDs.
In general, configuring entitlement depends on the user, role, group, location, categorization, and service level
attributes. Any combination of these attributes can be required to determine if a user can view and access the
SRD.
Notes
Before configuring entitlement rules, review the rest of the information in Configuring packages
and entitlement.
You must have the Entitlement Administrator or SRM Administrator permission to configure
entitlements.
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Recommendations
To limit the number of entitlement rules necessary in your organization, you can perform the
following actions:
Create navigational categories for your SRDs and then create entitlement rules for those
categories. For more information, see Configuring navigational categories and Creating
SRD qualifications.
Create packages of SRDs and then create entitlement rules for those packages. For more
information, see Creating packages and Creating SRD qualifications.
For SRDs that are intended for any user to request, create an entitlement rule specifying Everyone
in the People Qualification Name field. (Everyone is predefined and cannot be changed.) In the
SRD Qualification Name field, specify a qualification that includes SRDs intended for any user, for
example, SRDs in a specific navigational category. Then, to restrict access to some SRDs, create
additional entitlement rules that only allow specific users to access those SRDs.
Note
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To increase performance, entitlement rules are cached. A users entitlement cache is flushed when a
related entitlement rule is created or modified. Users must reopen the Request Entry console for related
entitlement rule changes to apply.
Value
Description
Company
Company
name
AR
Username
Logon ID
Entitles one person to view the SRD. Click Add to open the People Search form. Select the appropriate user
record, and click Select.
Entitlement
Group
Entitlement
group
description
Entitles one specific group to view the SRD. For more information, see Creating entitlement groups.
Location
Region, site
group, or
site
Entitles a specific location to view the SRD, defined by any combination of region (North America), site group
(Northern California), or site (Sunnyvale)
Advanced
Qualification
Qualification
string
Enables you to define an advanced entitlement qualification. When you select this option, the Advanced
Qualification Builder appears. Select field names by clicking either Fields From or Fields From Current Form,
and selecting from the list. Select a qualifier, add values in the Qualification field, and then click Select.
Notes:
The advanced qualification applies to entries in the CTM:People form. If you use the Advanced
Qualification Builder to create an advanced qualification in the People Qualification for Entitlement
form, do not use any of the keywords from the Keywords list. The keywords in this list do not apply to
data in the the CTM:People form.
After you create the qualification and users log in, the entitlement cache is populated. If records in the
CTM:People form are modified at this point, users might not see changes to the SRDs to which they
are entitled. To correct this issue, flush the entitlement cache as explained in Validating user
entitlement to SRDs. Users will see changes the next time they open the Request Entry console.
6. Click Save.
Tip
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As an alternative to setting up entitlement groups, you can create people qualifications by company,
logon ID, or location (region, site group, or site).
Note
When you add users to an entitlement group, you must flush the entitlement cache before the
users 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 user
entitlement to SRDs.
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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.
6. Click Save.
Enabling entitlement
Before you enable entitlement, you must create entitlement rules that allow users to access their service request
definitions (SRDs). Otherwise, after you enable entitlement, users cannot access their SRDs.
To enable entitlement
1. In the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Service Request Management > Entitlement > Entitlement
Management, and then click Open.
3. In the Entitlement Console, select the Enabled option.
You can create entitlement groups and rules from this console.
4. In the Apply Entitlement Rules to Global SRDs field, specify whether entitlement rules apply to global SRDs.
If you select No (the default), entitlement rules do not apply to global SRDs. All users can request
global SRDs. The assumption 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 are also either directly or indirectly applied
to global SRDs.
Note
If you select Yes, and you use the Create Service Request on Submit option in BMC Incident
Management, BMC Change Management, or Work Order Management, you must create
entitlement rules for the three system SRDs that support this functionality. For more
information, see Creating requests from fulfillment applications.
To validate users
1. In the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Service Request Management > Entitlement > Entitlement
Management, and then click Open.
3. From the left navigation pane of the Entitlement Console, click Other Functions > User Validation.
4.
BMC Service Request Management 8.1.01
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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.
Recommendation
To limit the number of entitlement rules necessary in your organization, or to handle any global
entitlements, you can create entitlement rules that apply to multiple SRDs by category, package, or
qualification. For more information, see Configuring entitlement.
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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, you must access the
Entitlement Console, as explained in Creating entitlement rules.
b. (Optional) To prevent the group or persons that you selected from accessing the SRD, select the
Exclusion Rule check box.
If you do not select this check box, the groups or persons that you selected are entitled to use the
SRD.
Example
To specify that EMEA (Europe, Middle East, and Asia) can use the current SRD, you select or
create Location - EMEA rule as the people qualification, and then you do not select the
Exclusion Rule check box.
c. Click Save.
7. Save the changes to your SRD.
The rule appears in the Entitlement Rules table.
8. If you are modifying an SRD, return the SRD to online.
Related topic
Configuring entitlement
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You configure approvals to ensure that the appropriate people review, approve, and reject SRDs and service
requests. The default approval options in BMC Service Request Management are preconfigured in BMC Remedy
Approval Server. The approval server is shipped with BMC Remedy AR System and should be installed on the same
computer as BMC Service Request Management.
To use the default approval options, you use settings in the Application Administration Console and in the SRD.
Except in special cases, you do not configure anything in the approval server directly.
Note
You must have the SRM Administrator permission to configure BMC Service Request Management
approvals.
Warning
Do not modify or disable any of the default approval processes, rules, or chains. Doing so might break
functionality or cause unexpected behavior.
Note
The use of SRD approvals cannot be enforced. To obtain approval for an SRD before it is deployed, the
Service Catalog Manager must set options on the Approvals tab when creating the SRD. In addition, if an
SRD is modified after it has been approved, no re-approvals are required.
This section discusses configuring approvals for service request definitions (SRDs), and introduces you to
approval states and process types.
The following topics are provided:
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Approval states
Approval state transitions
Process types
Company versus global approval processes
Setting up approval processes for your company
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 Setting up approval processes for your
company.)
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.
Approval states are as follows:
Begin This 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's 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.
Approved Based on the rules set up in the Approval Server, if one or all approvers have approved the SRD,
the Approval Server changes the Status and Status Reason fields values on the SRD record to match the
values you configure. At that time, the locked Status and Status Reason fields on those records are
unlocked and the requests go through the remainder of their life cycle.
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 BMC Remedy Approval Server.
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Rejected Defines 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 Approvers If 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). 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.) 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.
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:
Service Request Definition - Ad Hoc The SYSTEM PHASE Ad Hoc approval process for SRDs. This process
provides routing authority to each approver without requiring the administrator to create approver
mappings for every individual or role. The Service Catalog Manager is the first approver. This person must
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specify the next approvers before he or she approves the catalog offering.
By default, the status of this approval process is Enabled.
Service Request Definition - Level Uses the data configured in the Approval Mappings form to determine
approvers. For more information, see Creating approver mappings.
By default, the status of this approval process is Offline.
These "best practice" processes are based on sample data like companies and support groups provided in the
Foundation. There is no separate configuration data for approvers. You can modify the sample processes, or
inactivate them and create approval processes and rules based on your business needs.
Note
Do not enable both SRD approval processes at the same time; otherwise, your SRD approvals will not
work as described. If you want to modify the default approval settings, enable only one SRD approval
process and set the other to Offline.
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automatically creates the remaining approval processes for your company, based on the default global settings.
You can edit these approval processes as needed.
Note
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).
In a multi-tenancy environment, you can combine approval processes as needed. That is, you might decide
Company A needs custom approval processes, but Company B can use the default global processes.
Approval configuration records are mapped for SRDs using navigational categories, price information, and so on,
so you can configure several configuration records for a category or company.
Location
or tab
name
Form
Name
Top of
form
Select a form from which requests are generated. For BMC Service Request Management, select the
SRD:ServiceRequestDefinition form. (SRM:Request is listed for legacy purposes. Do not use it for new process
approvals.)
Note: When you select a form name, category and total cost fields appear on the Additional Qualifications tab.
You will use these fields to map the approval configuration record to the SRD categories for SRDs.
Company
Top of
form
Select the company that will use this approval configuration record. This name maps to the name specified in the
Company field on the Delivery tab of the SRD record.
Note: BMC Service Request Management supports multi-tenancy, which means that you can configure different
approval configuration records for different companies. If you are defining an ad hoc approval, select Global. This
option makes sure that the service request goes to the Service Catalog Manager of the SRD, who would either
approve the request or route it appropriately.
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Field name
Location
or tab
name
Status
Top of
Select a status for the approval configuration record. Select Enabled to execute this approval configuration record.
form
If the process should not be available in BMC Service Request Management, select the appropriate status:
Proposed, Offline, Obsolete, Archived, or Delete.
Description
Top of
form
Phase
Name
Approval
Process
Type or select a value to indicate at which phase of the request this approval configuration record should be
executed. The phase name is associated with the company for which this approval is being defined.
tab
Process
Approval
Select the process that should be used for this approval configuration record from the list of processes you
Name
Process
tab
Process
Type
Approval
Process
tab
A preconfigured corresponding process type that appears when you select the process name
Impacts
Approval
Status
Approval
Process
tab
Select Yes or No to indicate whether this approval configuration process impacts the approval status of the SRD.
Default
Process
Name
Approval
Process
tab
(Optional) Select another process from the list. In general, if no approvers are found for the Process Name, the
Default Process Name is checked, to see if any approvers can be found. If you clear the Default Process Name
field, when the SRD reaches the Service Request Definition - Level phase and values did not match the Approver
Mappings, the SRD will not have any fallback processes to use. The SRD moves to the next state.
Note: Do not select a process unless you specifically need one.
System
Approval
Flag
Approval
Process
tab
(Optional) To specify that no approvers can be mapped to this process on the Approval Mappings form, select Yes.
This field is blank by default.
Sort Order
Approval
Process
tab
(Optional) If you have multiple approval configuration records for a specific category, you can sort the execution
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.
5.
BMC Service Request Management 8.1.01
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Note
For more information about approval process states, see Approval states.
Approval types
The Manager, Person, and Group approval types are are preconfigured in BMC Service Request Management. The
Custom approval type requires additional configuration before you can use it.
The following table provides information about each approval type:
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Description
None
No approval is required.
Manager
Sends an approval request to management, according to the management level you specify. For example, if you specify 1 (the system
default), an approval request goes only to the requester's manager. If you enter 2, the next level of management must approve the
service request, and so on. The maximum number of approval levels is 5.
This functionality requires the requester's manager (and all necessary management levels) to be defined in the People form.
Person
Sends an approval request to any user defined in the People form that you specify. Add this user to the Approver field on the Service
Request tab in the SRD.
Group
Sends an approval request to group members with the Request Approver functional role. Add the group to the Support Group field on
the Service Request tab in the SRD.
Custom
Uses a custom approval chain that you associate with the approval process (or processes) of your choice. The custom approval chain
definition must have Selection Criteria that match information in the service request. The Custom approval type requires additional
configuration before you can use it.
When you select Custom, a Use Request Manager assignment option appears. If you select the check box, any ad hoc approval process
associated with the SRD uses the requester's manager as the first approver. This functionality requires the requester's manager to be
defined in the requester's People record.
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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 action You can set values to fields on the application request (using a Set Fields action).
Next Process action You can add another approval process, including up to five total processes in a
chain.
Furthermore, you can run multiple actions for a particular approval result. For example, you might set certain field
values in the service request and run another approval process in the approval chain.
You can also use a user's response to questions to drive the selection of an approval chain. For example, you
create a service request definition (SRD) that asks the user to select one of two options in response to a question.
If the user selects option A, approval chain A is selected, triggering a specified approval process. If the user selects
option B, approval chain B is selected, triggering a different approval process.
You must specify a qualification in the Selection Criteria field to determine which approval chain is triggered
when a user submits a service request. The qualification might include the name of an SRD or information from
the service request. For example, if you enter Facilities in the Category 1 field, the approval chain applies to all of
the service requests in the Facilities navigation category. You can narrow the criteria further by entering a more
selective qualification.
The Order field controls the order in which the approval criteria are evaluated for a service request, with 0 being
the first. Use order value 0 for the most restrictive selection criteria, and higher order values for less restrictive
selection criteria, as follows:
Order
Selection criteria
'Status' = "Waiting Approval" AND 'SRD_Level' = "Gold" AND 'Price' >= "1000.00
Recommendation
Define at least one approval chain with very general selection criteria to capture service requests that do
not meet the selection criteria of any other approval chain. Assign this approval chain a high Order value
so that it is only selected after the selection criteria of all other approval chains have been evaluated.
Note
Service requests that do not have an associated approval chain record will remain in the Waiting
Approval state indefinitely. This is an error condition.
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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, complete the following steps:
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 process is nested under the approval status that you selected.
13. To add a Set Fields action to the approval chain, complete the following steps:
a. Select an approval result in the approval chain tree (for example, Approved).
b. Click the Add Set Fields Action panel header (on the right side), and click Apply.
c. Select the new Set Field in the approval chain tree, and click Add.
d. In the Set Field Value dialog box, select a field from the form (for example, select 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. See Creating approver mappings.
16. To use the approval chain in an SRD, set the Approval Type to Custom on the Service Request tab of the
Service Request Definition form. (See Setting approvals for the service request.)
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Warning
You must carefully configure the Order and Selection Criteria in the auto-approval chain. Consider
keeping the Order value high and setting the Selection Criteria for a specific SRD. This will prevent
unintended automatic approvals of service requests that should require approval.
Note
To configure automatic approvals, you must have the following permissions:
BMC Remedy AR System Administrator or Approval Admin
SRM Administrator
5.
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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.
7. Add any other permissions as necessary.
For more information, see the following topics:
Creating individual mappings to work with level-type approval processes
Creating group mappings to work with level-type approval processes
8. Click Save.
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
custom approval chains.)
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Approval
For
First Name
Last Name
If you select Approval For Individual, this field appears. Use autofill to enter the approver's last name.
Approver
ID
If you select Approval For Individual, this read-only field appears. The Login ID of the approver automatically is included when
you select the approver.
Assignment
Availability
Select Yes or No to indicate if the individual or group is available for the assignment.
Status
Indicates the current status of the group or individual approving the service request or SRD. For the approver mapping to be
available, select a status of Enabled.
Approval
Indicator
Select which form this approver mapping will affect. For BMC Service Request Management, select one of the following
options to create approver mappings:
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 company for this approver mapping. This option maps the approval phase to the approver.
Phase
Name
When you select a phase name, the Phase Company field is automatically filled.
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Field
Level
Description
4. Click the Mapping Criteria tab to add additional criteria for navigation tiers, SRD information, and so on.
The Individual or Group approver defined is used only for service requests and SRDs matching this criteria.
5. Click Save.
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.
BMC Service Request Management 8.1.01
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4. In the Approval Indicator field, select which form this approver mapping will affect (for example, Service
Request Definition).
5. In the Phase Name field, select which approval phase needs mapping in the application (for example,
Service Request Definition - Level).
6. Enter the remaining required information.
Depending on which mapping values you specify, different approvals are generated.
When approver mappings are created, you do not need to enter values in all the fields on the Approver
Mappings form.
Individual approval is generated on the basis of the approver mapping values at the top of the form and any
optional values at the bottom of the form (for example, if you enter a navigational category). Ian Payment is
the approver for all Service Request Definition - Level processes if none of the additional mapping values
are defined.
You can create multiple approver mappings. For example, you can configure a different approver to
approve SRDs that are "gold" level and cost over $500.00.
7. Save and close the form.
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 mapping--where 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
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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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.
To select surveys
1. Search for the SRD, select it, and click View.
2. Click the Service Request tab.
If a default survey was created, its name appears.
3. To exclude a survey from this SRD, select Disabled from the Status menu.
4. To create a custom survey for this SRD, select Custom from the Configuration 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 select Global to make this
survey available to all companies.
7. To create a survey, click Create.
8. In the Configure Survey form, enter a name for your survey.
9. Click Save.
The dialog box closes and you are returned to the Search Survey form.
10. Click Manage Questions.
11. To create or modify questions in your survey:
a. Specify a locale, if your questions must be localized, for example, en_US.
b. Specify the numerical sequence, for example, 1.
c. Define the question.
d. Click Add or Modify.
Note
You can add up to 12 questions in a survey.
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Note
You must have the Service Request Management 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).
Note
To display the questions in the specified locale, the locale must also be specified in User
Preferences. For more information about setting user preferences, see Setting user
preferences for the Request Entry console.
Note
If you configure fewer than four survey questions, the undefined question boxes are displayed to
requesters as read-only boxes without questions.
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Tip
Do not send too many surveys to users.
8. Click Save.
Note
You must have correct permissions to run the report. For more information, see Predefined reports.
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Note
You must have the Service Catalog Manager permission to create SRDs.
The Service Catalog Manager or the Business Analyst can use the Service Request Designer to specify the
definitions, processes, entitlements, approvals, and so on for a requestable service (SRD). The requestable service
is a type of service offering, communicated to users as a service request through the Request Entry console.
From start-to-finish, the Service Request Designer steps you through the process of adding the following
functions to your requestable service:
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)
Questions and mappings added to the requestable service
Service request approvers
Packages and entitlements
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.
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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 a 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.
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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)
Note: Only 255 characters can be displayed on the Request Entry console. Any text greater than 255 character is indicated by
ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter any value that can be read
by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The content appears in
the Description field when requesters access the requestable service. For example, you could add the following JavaScript
snippet: <a href="#" onClick="window.open('http://www.bmc.com', 'win'); return false">.
If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text ( > for >, and <
for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is
included in a URL, and will not display the string enclosed within the tags. For example, "This is a <hardware> request" will
display as "This is a request".
Note: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use the
HTML tag <br> to specify a line break.
Warning: The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>, in the Description
field of SRDs is not supported.
Category
Specify the category type that applies to the requestable service (for example, Telecommunications Services > Conference
Calling > Conference Call Setup).
Description
Instructions
Enter instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are
requesting a service in the Request Entry console.
Keywords
Enter aliases (keywords) used to search for requestable services in the Request Entry console. Requesters can enter these
keywords when they search for services in the Request Entry console.
Cost
Enter the cost budgeted for this requestable service. Cost can be linked to service targets.
Price
Enter the actual price of this requestable service. To select a currency other than the default currency that appears in the
Price field, select a currency from the Price field's drop-down list. This is the currency that appears on the Request Entry
console and the service request. When a user submits a request from a Delivery SRD, the service offering price is passed to
the fulfillment application. If the request is added to the cart or saved as a draft, the administrator for the Atrium Service
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Field
Description
Catalog can change the price in the Atrium Service Catalog, and the price is reflected on the SRD. After the request is
submitted, the price can no longer be changed.
Note: For consistency, make sure that the currency for the price in 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 Creating currency exchange ratios.
Turnaround
Time
Define turnaround time for this requestable service in Hours or Days. Turnaround time is used to calculate the expected
completion date of the service request.
Note: To calculate the expected completion date accurately, business hours and holidays must be configured. For
information about configuring business hours and holidays, see Configuring business hours and holidays.
Level
Select the service level for the requestable service (for example, Gold, Silver, or Bronze) as configured by the application
administrator. See Defining SRD levels.
Image
Advanced
Interface
Form
If you want to use an advanced interface form, specify it in this field. If you select an advanced interface form, the Fulfillment
Process - Questions panel will not be available. (Questions and advanced interface forms are mutually exclusive.)
Service
(optional) Select an Atrium Service Catalog service to which you want to link the SRD. If you do not select a service, the
default global service is applied after you save the SRD.
Note: When you create an SRD, a requestable offering is automatically created in Atrium Service Catalog. For more
information, see How service request definitions are related to Atrium Service Catalog.
Service
Offering
(optional) Select an Atrium Service Catalog service offering to which you want to link the SRD. If you do not select a service
and service offering, the default global service and service offering are applied after you save the SRD.
Offering
Type
5. Click Next.
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Note
To create or modify a process, click Manage Processes. 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.
2. Click Next.
3. On the Fulfillment Process - Questions panel, create or add questions to the 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.
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.
h.
BMC Service Request Management 8.1.01
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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.
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 navigation tree and click
Delete.
4. Click Next.
5. On the Actions panel, you can create actions to automatically pass on values from a fulfillment application
form or a custom form to the request form as responses to questions.
For more information on actions, see Autofilling responses in an SRD.
6. On the Fulfillment Process - Mappings panel, map the variables you created in the PDT to questions, text,
or Service Request form fields.
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.
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Select the SR Field option, and select a field from the SR Field list.
Click Advanced Mappings to concatenate inputs. (See Concatenating multiple inputs.)
8. Click Next.
9. (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, and click Apply:
c. 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.
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.)
Map other fields as needed.
10. Click Next.
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.
2.
BMC Service Request Management 8.1.01
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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.
3. Click Next.
Recommendation
To limit the number of entitlement rules necessary in your organization, or to handle any global
entitlements, you can create entitlement rules that apply to multiple SRDs by category, package, or
qualification. For more information, see Configuring entitlement.
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1.
a. To associate a package, select it from the Available Packages table, and click 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 string in the Search field,
and press Enter.
2. Click Next.
3. On the Entitlements panel, select which users are entitled to view and request the service.
Add or remove entitlements to the requestable service as needed. See Configuring entitlement.
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 entitlement.
5. Click Next.
Field
Description
Review a
Service
Turnaround
Time
Defines turnaround time for this requestable service in Hours, Days, Months, or Years in the Review a Service
stage. Turnaround time is used to calculate the expected completion date of the service request.
Note: To calculate the expected completion date accurately, business hours and holidays must be configured.
For information about configuring business hours and holidays, see Configuring business hours and holidays.
Price
Expected
Completion
Date
Required
Phone
Attachment
Instructions
Instructions that you want requesters to view. Requesters see your text in the Provide Information stage when
they are requesting a service in the Request Entry console.
Provide
Information
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Quantity
Number of items for the request, such as the number of items in a purchase request
View a
Service
Request
Coordinator
Approvals
Shows the Current Approvers section on the Request Entry console. This section lists the approvers for the
selected request and includes a More Info link that allows users to see the approvals for the request.
Additionally, the Approvers tab becomes visible on the Request Details form.
Request
Details
End User
Process
Shows the Process View tab on the Request Details form. 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.
View
2. Click Next.
3. On the Notifications panel, specify the states when notifications for the service request are sent to users.
By default, the following actions trigger notifications:
Notify End User on Complete
Notify End User on Pending
Notify Assignee on Assignment
Notify Approver on Waiting Approval
You can add additional states (for example, Notify End User on Submit).
4. Click Next.
Note
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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 New Work Order.
Selecting Reopen Fulfillment Process performs the following actions:
Restarts the previous fulfillment process, if the process resulted in only one process step, such
as a single incident or change request, that has not been closed. If the incident or change
request is closed, a work order is created. If the status of the incident or change request is
Resolved, it is reopened.
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
Selecting Create New Work Order always creates a Work Order.
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.
After it is submitted, no further updates are permitted to the requestable service until the approval process
is complete. When it is approved, the requestable service is deployed.
6. Click Save.
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First, you must create assignment mappings to assign a work order to a support group, to an individual, or to
both. An individual in the support group must assume the functional role of Work Order Assignee. Assignment
mappings can be created for work order assignees. For information about functional roles and assignment
mappings, see User access to application consoles and functions and Configuring work assignments.
A work order can result due to an incident, a modification to a configuration item, or a known error correction as
a result of problem investigation.
Reviewing work orders in the SRD architecture model
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Note
In procedures, 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.
Classic view
The Classic view is provided for customers who are upgrading from earlier versions of the application and who
are not yet ready to adopt the Best Practice view.
Note
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In the table that follows, the Navigation pane links are not mentioned if they are available from the
Navigation pane in both views, even if the link is accessed from a different group on the Navigation
pane.
Benefits to the Best Practice view of the Work Order Request form
Feature
Classic view
Customer
Information
(Requested
For)
Fields on
Requester tab:
Type ahead
In the Best Practice view, the fields are displayed in the order in which
the information is obtained, which helps you to complete the fields in
the correct order. It also reduces the time needed to register a work
order, because there is no need to open multiple tabs to complete the
registration.
Company
Requested For
First Name
Middle Name
Last Name
Phone Number
Email
Organization
Department
Company
A menu enables
you to select
company
Contact
information
(Requested by)
Fields on
Requester tab:
Company
First Name
Middle Name
Last Name
Phone Number
Email
Organization
Contact
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Feature
Classic view
Department
Support
Organization
Support Group
Name
telephone number, or
corporate ID.
Notes
(Detailed
Description)
Field on Main
view:
Notes
Detailed
Description
Template
Available as a
link under the
Functions menu
on left side of
the view.
In the Best Practice view, templates are available from a field on the
Main view to encourage the use of this feature. Using templates reduces
registration time and the average incident handling time.
Type-ahead
Fields are displayed in the order in which the information is obtained.
After the customer describes the issue, the user can determine whether
a relevant template is available.
Note: You can apply templates only when you create a work order
request, not when you modify one. BMC recommends that you focus
on educating the service desk staff to apply the correct templates
during creation. This focus ensures that you leverage the reduction in
registration time, specific assignment settings, and the reduction in
resolution times.
If the service desk staff do not apply the correct templates during
creation of incident requests, offering template application during
modification is a workaround that significantly reduces the positive
impact that using templates has on an IT organization.
Summary
Field on Main
view:
Summary
Summary
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Feature
Classic view
Work Order
Field on Main
Type
view:
Work Order Type
Support Group
Fields on
Manager
Assignment tab:
Support
Company
Support
Organization
Support Group
Name
Request
Manager
Service
Categorization
tab:
Service
Service context
widget can be
launched to
display essential
status info about
selected service
Fields on
Assignment tab:
Support
Company
Support
Organization
Support Group
Name
Request
Manager
Status
Field on Main
view:
Status
Status Reason
Now that the work order request is summarized, the request manager is
specified.
Request Manager
Type ahead
Auto-fill of support group, if
not had been selected before
Field on
Service
Request
Assignee
This field was moved to the Main view, because the information it
contains is considered key information.
Support Group
After the service is specified, the request assignee can be specified (if
manually selected).
Request Assignee
Type ahead
Auto-fill of support group, if
not had been selected before
Status
Status Reason
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Feature
Classic view
Priority
Field on Main
view:
Priority
Priority
Vendor
Fields on
Key fields about references to external tickets were added to the Main
Vendor Group
view. This was done because they are part of the key information that
should be immediately available when reviewing a work order. This also
Assignment tab:
Vendor Group
Vendor Ticket
on Work Info
tab:
(shown initially):
Number
Work Info
Fields on
Categorization
tab:
Tier 1
Tier 2
Tier 3
Using the Notes field and one attachment field and the Add button, you
can create multiple Work Info entries prior to saving the ticket.
Additional fields are only shown when More Details area is expanded,
reducing complexity of the UI.
Usability around Work Info management has been significantly
improved, for example, by reducing the number of windows that you
must open.
Research suggested that most of BMC's customers use the operational
categorization fields only sporadically. This means that even when the
fields are completed, they cannot be used for reporting, because they
are not consistently completed.
Based on this, access to the fields was moved to a tab, which you
configure to appear or be hidden, according to your organization's
needs.
Note: You can specify the operational categorization values for each
template.
Product
Categorization
Fields on
Categorization
tab:
Tier 1
Tier 2
Tier 3
Product Name
Model/Version
Manufacturer
Tasks
Relationships
Tables on Tasks
tab
These fields were moved to the Categorization tab, because using the
CMDB is a better way to perform grouping, trending, and assignment.
This, and wanting to reduce the registration time of new incident
request records, means that now the product categorization can
automatically be completed based on the product categorization of the
related service.
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Feature
Classic view
Table on
The Object menu and Search Text field in Create Relationships area
Relationships tab
Date/System
Available on
Blank
Date tab
Note
You cannot define a Support Person record here. For more information, see Adding a support staff
person.
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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.
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.
Note
If you are using the Classic view, click Modify on the Customer tab to modify a customer profile.
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For example, using the default configuration, the application searches against the Internet email address that
appears on the People form.
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You can also define a sort order for each assignment routing, to determine the order in which routings are
evaluated against the work order's criteria. For example, you might set a higher sort order for an assignment
routing with the most restrictive criteria, and a lower sort order for an assignment routing with more general
criteria. This ensures that work orders are evaluated against the more precise assignment routing rules first.
Tip
User with either the Work Order Assignee or Work Order Manager functional role can be assigned to
work orders, which allows flexibility in how the roles are used. In large companies, the Work Order
Manager might plan and oversee the work order process, while Work Order Assignees are assigned to
work orders and complete work order tasks. In small companies, the Work Order Manager might
perform both manager and assignee functionsoverseeing the work order process while also being
assigned to particular work orders.
To automatically assign work orders, you configure automatic assignment events and automatic assignment
rules, as described in the following topics:
Configuring automatic assignment events
Configuring automatic assignment rules for individuals
To manually assign a work order, if you have the Work Order Assignee or Work Order Manager functional role,
you can open the work order and change the assignment. The Work Order Assignee is then notified of work order
assignments by email or pager. Assigned work orders can also be listed in the Work Orders table in the Work
Order Console. By default, the table shows all open work orders assigned to you. For more information about
manually assigning work orders, see Assigning work orders manually.
You can also set assignments in work order templates. For more information, see Configuring assignments in
work order templates.
For information about notification options, see Receiving notifications of work order assignments.
Related topics
Assigning work orders manually
Configuring assignments in work order templates
Receiving notifications of work order assignments
Notes
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You must configure the Work Order Manager event. Depending upon your requirements (for
example, if BMC Service Request Management is integrated with BMC Change Management), you
might need to configure additional assignment events as explained in the procedure in this topic.
For individual assignment for the Work Order Manager event, at least one member within the
specified Support Group must have the functional role of Work Order Manager. For more
information, see Configuring automatic assignment rules for individuals.
For individual assignment for the Work Order Assignee event, at least one member within the
specified Support Group must have the functional role of Work Order Assignee or Work Order
Manager. For more information, see Configuring automatic assignment rules for individuals.
Note
For work orders, ensure that you select Work Order Management.
8. In the Routing Order area, further specify when this assignment entry should be used for the automated
assignment. (This is an advanced feature.)
The Contact Company and Company fields are required.
The Assignment entry can be mapped using the following data structures:
Organization
Location
Operational Categorization
Product Categorization
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When BMC Service Request Management uses the routing order (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 the
Support Group for the assignment. For more information, see Automatic assignment field mappings.
9. (Optional) In the Sort Order field, enter a number to indicate the order in which the assignment entry
should be evaluated against criteria in a work order or service request.
For example, you might set a higher sort order for an assignment entry with the most restrictive criteria,
and a lower sort order for an assignment entry with more general criteria. The assignment entry with the
lowest sort order is evaluated first.
10. In the Status field, choose Enabled.
11. Click Save.
12. Repeat the preceding steps to create automatic assignments for other events that are related to BMC
Service Request Management:
Work Order Manager (required)
Work Order Assignee (optional)
Service Request Assignee (optional)
Task Assignee (optional)
Infrastructure Change Manager (required if BMC Service Request Management is integrated with
Related topics
Assignment events for BMC Service Request Management
Automatic assignment field mappings
Configuring automatic assignment rules for individuals
Available systems
Form assignment
Description
None
Service Request
Work Order
Work Order
For additional assignment events for BMC Remedy IT Service Management applications, see Assignment events.
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To:
To:
Information)
Region (under Location)
No field is mapped.
No field is mapped.
Note
Only Support Group members with the functional role of Work Order Manager or Work Order Assignee
can receive assignments for work orders. For information about adding support groups and functional
roles to a user's record in the People form, see Adding a support staff person.
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When Work Order Management uses assignment (for example, assigns a work order), the Assignment Engine
checks the assignment rules for the approver's company. If no rules are found, it uses the rules defined for Global.
Advanced administrators can also define custom individual assignment information for work orders by using the
Assignment Engine. For more information about configuring the Assignment Engine for assignment to individuals,
see the BMC Remedy Action Request System assignment engine.
Note
Some work order rule settings are automatically defined during installation of the application.
Note
You cannot select the Group option; it is reserved by BMC for future use.
3. Select the company for which to configure assignment, or select the Global option.
Selecting Global configures assignment for all companies.
4. For the Work Order Rule Status list, select Enabled if you want this assignment to be available to users.
5. To use the Assignment Engine to automatically assign work orders to individuals, perform the following
steps:
a. Set Assignment Engine Integration to Yes.
b. From the Assignment Process Managerlist, select the appropriate assignment method:
Work Order Manager Assignment - Capacity
Work Order Manager Assignment - Number
Work Order Manager Assignment - Round Robin
For information about assignment methods, see Automatic assignment methods.
c. From the Assignment Process Assigneelist, select the appropriate assignment method:
Work Order Assignee Assignment - Capacity
Work Order Assignee Assignment - Number
Work Order Assignee Assignment - Round Robin
For information about assignment methods, see Automatic assignment methods.
6. From Create Service Request on the 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 and its status, by using the Request Entry console.
7.
BMC Service Request Management 8.1.01
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7. Click Save.
Note
To modify a rule from the Work Order Configuration Rules form, search for the appropriate rule,
and open it.
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personal records. For example, if Sarah Software has email specified as the notification method in her
personal record, the notification is sent to her by email.
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.
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.
The following table explains the items on the Status Gauge:
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Item
Description
Green
Yellow
Red
The goal time within which work on the work order must be initiated or completed. Otherwise the goal is missed.
The amount of time that has passed since the goal was due.
Description
Case ID
Details
Goal
Hours/Min
The cost per minute for missing the initiation or completion time goal.
Due Date/Time
The goal time within which the change request must be either initiated or completed. Otherwise, the goal is missed.
Progress
Execution Time
Status
For information about BMC Service Level Management, see BMC Service Level Management overview.
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If the service target is related to an agreement with an associated business service CI, an additional
qualification is added to your terms and conditions.
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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Description
Assigned
Pending
Waiting
Approval
Planning
In Progress
Completed
When the last task on a work order is closed, the work order's 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, 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, 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
You cannot modify a work order after it is closed.
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In the Work Order Status Relationships (WOI:StatusRelationships) form, there is one record for each possible
status transition. This means that to customize status transition rules, you can edit the data in these records
instead of creating new records. You must have SRM Administrator permissions to access this form.
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.
The following diagram shows the included status transitions in the life cycle of a work order for Assigned,
Pending, and Waiting Approval states.
Work order life cycle Assigned, Pending, and Waiting Approval states
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To prevent the transition from one status to another, you must set the appropriate transition rule to Enabled. The
transition rules are 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 states).
Work order life cycle Planning and In Progress states
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Note
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Several work order status values do not have status transitions configured as shipped (for example,
Completed, Closed, Rejected, or Cancelled).
The following table describes transitions that are excluded in the work order life cycle. That is, the work order
cannot move from the status in the left-hand column to the corresponding status or statuses in the right-hand
column.
Excluded status transitions
Work order status
Excluded status
Assigned
Closed
Pending
Assigned
Closed
Waiting Approval
Assigned
Closed
Planning
Assigned
Waiting Approval
Closed
In Progress
Assigned
Waiting Approval
Planning
Closed
Completed
Assigned
Pending
Waiting Approval
Planning
In Progress
Rejected
Cancelled
Closed
Assigned
Pending
Waiting Approval
Planning
In Progress
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Completed
Rejected
Cancelled
Rejected
Assigned
Pending
Waiting Approval
Planning
In Progress
Completed
Cancelled
Closed
Cancelled
Assigned
Pending
Waiting Approval
Planning
In Progress
Completed
Rejected
Closed
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. For information about updating status reasons, Customized
BMC Remedy ITSM workflow.
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Note
Entitlement rules are required for the system SRDs if the Apply Entitlement Rules to Global SRDs option
is set to Yes. For more information, see Enabling entitlement.
Assigned
Initiated
Not applicable
Pending
Pending
More Information
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Waiting Approval
In Progress
Not applicable
Planning
In Progress
Not applicable
In Progress
In Progress
Not applicable
Completed
Completed
Successful
Completed
Successful
Completed
Successful
Completed
Completed
Successful
Rejected
Cancelled
By Provider
Cancelled
Cancelled
By Provider
Cancelled
By User
Closed
Completed
Successful
(CHG:Infrastructure
Change form)
reason
(SRM:Request form)
reason
Draft
Initiated
Not applicable
In Progress
Not applicable
In Progress
Not applicable
Planning in Progress
In Progress
Not applicable
Planning in Progress
Accepted
In Progress
Not applicable
Planning in Progress
Assigned
In Progress
Not applicable
Planning in Progress
Built
In Progress
Not applicable
In Progress
Not applicable
In Progress
Not applicable
Scheduled
In Progress
Not applicable
Implementation In Progress
In Progress
Not applicable
Implementation In Progress
In Verification
In Progress
Not applicable
Implementation In Progress
In Rollout
In Progress
Not applicable
Implementation In Progress
In Development
In Progress
Not applicable
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Implementation In Progress
In Test
In Progress
Not applicable
Implementation In Progress
In Build
In Progress
Not applicable
Implementation In Progress
In Rollback
In Progress
Not applicable
Implementation In Progress
In Documentation
In Progress
Not applicable
Pending
Vendor Purchase
Pending
More Information
Pending
Support Group
Communication
Pending
More Information
Pending
Task Review
Pending
More Information
Pending
Miscellaneous
Pending
More Information
Pending
Future Enhancement
Pending
More Information
Pending
Approval Error
Pending
More Information
Pending
Manager Intervention
Pending
More Information
Cancelled
By Provider
Change form)
Rejected
Rejected
Cancelled
By Provider
Rejected
Cancelled
By Provider
Rejected
Schedule Conflicts
Cancelled
By Provider
Completed
Successful
Completed
Completed
Completed
Successful
Completed
Completed
Successful
Completed
Additional Coding
Required
Completed
Successful
Completed
Successful
Closed
Closed
Successful
Completed
Successful
Closed
Completed
Successful
Closed
Unsuccessful
Completed
Successful
Closed
Backed Out
Completed
Successful
Closed
Automatically Closed
Completed
Successful
Cancelled
By Provider
Cancelled
Cancelled
No Longer Required
Cancelled
By Provider
Cancelled
Cancelled
By Provider
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Cancelled
To Be Re-Scheduled
Cancelled
By Provider
Cancelled
Resources Not
Available
Cancelled
By Provider
Cancelled
By User
Change form)
Incident status
reason
Service request
status reason
New
Initiated
Not applicable
Assigned
Initiated
Not applicable
In Progress
In Progress
Not applicable
Pending
Pending
More Information
Pending
Pending
More Information
Pending
Registration Approval
Pending
More Information
Pending
Supplier Delivery
Pending
More Information
Pending
Pending
More Information
Pending
Pending
More Information
Pending
Pending
More Information
Pending
Infrastructure Change
Pending
More Information
Pending
Request
Pending
More Information
Pending
Future Enhancement
Pending
More Information
Pending
Pending
More Information
Pending
Client Hold
Pending
More Information
Pending
Monitoring Incident
Pending
More Information
Pending
Pending
More Information
Resolved
Future Enhancement
Completed
Successful
Resolved
Monitoring Incident
Completed
Successful
Resolved
Completed
Successful
Resolved
Completed
Successful
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Incident status
(HPD:Help Desk form)
Incident status
reason
Service request
status reason
Resolved
Completed
Successful
Resolved
Completed
Successful
Completed
Successful
Closed
Closed
Completed
Successful
Closed
Completed
Successful
Cancelled
By Provider
Cancelled
By Provider
Cancelled
By User
Cancelled
Cancelled
No longer a Causal CI
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When all work notes are passed to back-end request at the same time, the submit date on the back-end
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 back-end 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. In the activity log in the Request Entry console, these updates appear as new
entries.
Related topics
Entering work information for a work order
Adding an entry to the activity log
Viewing activity log entries in the request
11.6.1 About migrating BMC Service Request Management objects and data
This topic contains important information about migrating BMC Service Request Management objects and data.
The following information is provided:
Overview of the migration process
Objects and data migrated by using the Import Export Console
1.
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You perform this step by using the Import Export Console, as explained in Exporting SRDs, PDTS, and
supporting data. The export process creates an .arx file and attachments folder (containing images). The
Import Export Console only handles certain kinds of BMC Service Request Management objects and data,
as explained in Objects and data migrated by using the Import Export Console.
2. Prepare the destination server
You perform this step by using a variety of tools, as explained in Preparing the server for import. This step
migrates objects and data that are used by BMC Service Request Management, but are not handled by the
Import Export Console.
3. Import SRDs, PDTs, and supporting data to the destination server
You perform this step by using the Import Export Console and the .arx file created in step 1, as explained in
Importing data from the Import Export Console.
Note
To complete the migration steps, you must have Request Catalog Manager and BMC Remedy AR System
Administrator permissions.
PDTs
Supporting data
SRDs
Yes
No
No
Actions
Yes
No
No
Yes
No
No
Yes
No
No
Yes
No
No
PDTs
Yes
Yes
No
Variables
Yes
Yes
No
No
No
No
Yes
Yes
No
No
No
No
Change templates
No
Incident templates
No
No
Survey questions
Yes
No
Yes
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SRDs
PDTs
Supporting data
Images
Yes
No
Yes
Navigational categories
Yes
No
Yes
Yes
No
People entitlement
Yes
No
Yes
Yes
No
Yes
Yes
No
Yes
No
No
Yes
SRD levels
No
SRD packages
No
Yes
No
Yes
The following types of objects and data are not migrated by the Import Export Console:
Foundation data, such as companies and people information
Customizations, such as custom advanced interface forms (AIFs)
Configuration data for BMC Service Request Management, such as application target data, service targets,
and On Behalf Of management
Work information
For more information, see Preparing the server for import.
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You have access to the path. Avoid using a system or restricted directory such as C:\ or C:\Program
Files.
Note
(Version 8.1.00 only) You can only export SRDs that have the status of Draft or Deployed.
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.
7. In the File Name field, enter a path and file name. Do not use periods in the file name (for example, 1.1).
If the specified export file exists, the new export data is appended to it. If you want to create a new export
file, enter a new file name, or delete the contents of the original export file.
8. In the User Password field, enter your password.
9. Click Export.
When the export operation is completed, the History window appears and shows information about the
export. See Viewing the history of imports and exports.
10. Verify that an .arx file was created as specified in step 7.
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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.
6. In the File Name field, enter a path and file name. Do not use periods in the file name (for example, 1.1).
If the specified export file exists, the new export data is appended to it. If you want to create a new export
file, enter a new file name, or delete the contents of the original export file.
7. In the User Password field, enter your password.
8. Click Export.
When the export operation is completed, the History window appears and shows information about the
export. See Viewing the history of imports and exports.
9. Verify that an .arx file was created as specified in step 6.
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5.
If the specified export file exists, the new export data is appended to it. If you want to create a new export
file, enter a new file name, or delete the contents of the original export file.
6. In the User Password field, enter your password.
7. Click Export.
When the export operation is completed, the History window appears and shows information about the
export. See Viewing the history of imports and exports.
8. Verify that an .arx file was created as specified in step 5.
Overview
You prepare the destination server for import as part of the process for migrating BMC Service Request
Management objects and data. The following objects must be present on the destination server before importing
service request definitions (SRDs) and process definition templates (PDTs). Otherwise, imported objects might not
function as expected.
Foundation data
All Foundation data must be identical in the source and destination servers, including the GUIDs for each record.
If you manually re-create Foundation data (such as companies and sites) on the destination server, the system
might not recognize the data, even if the names are the same. This occurs because the records in the Foundation
data on each server might have different GUIDs.
Customizations
Customizations include workflow and form changes, such as:
Standard forms that have been modified
New forms and workflow
Custom advanced interface forms (AIFs) and workflow
Configuration data
Configuration data populates fulfillment configuration forms that are used in the Application Administration
Console. This data is referenced in BMC Service Request Management and includes:
Approval mappingsAPR:Approver Lookup
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On Behalf Of managementOBO:OnBehalfOfDefinition
Service Level Management data (for example, service targets, work information, and attachments)
Service target defaultsINT:SLMSRS:ConfigServiceTarget:Defaults
Work order rulesWOI:CFG Rules
AIF configurationSRS:CFGAdvancedInterface
Atrium Service Catalog data (requestable offerings and service offerings)
Define application fieldSYS:Form Field Selection (any records added or changed)
Define application target dataSRM:AppTargetData (any records added or changed)
Tasks and task templates
In version 8.1.00, you must also migrate data from the following forms:
SRD packagesSRD:SRDPackages
SRD levelsSRD:SRDLevelCompanyModuleAssoc and SRD:SRDLevel
TemplatesWOI:Template, CHG:Template, and HPD:Template
If the template referenced by an AOT does not exist on the destination server when the AOT is imported,
the AOT is set to inactive. To activate the AOT in this situation, you must manually register a template with
it. See Parameters for registering application templates with AOTs.
Note
For custom AIFs, use the Directly Related option to migrate the forms and custom workflow. You
should also attach the standard workflow on the destination server after the custom AIF is
imported. See Creating AIFs from templates.
Notes
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If you are migrating SRDs that were linked to a requestable offering (RO) from the Atrium
Service Catalog, transfer the related Atrium data by using Atrium Integrator before you
import the SRDs. This ensures that the RO relationship data is preserved. If you do not
transfer the Atrium data first, the data is not preserved. A new RO is created as a
Transactional offering, and the Service and Service Offering fields on the SRD are empty.
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.
When 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,
delete, and then import that SRD on the same computer, make sure that the requestable
offering related to the deleted SRD is purged, or the new SRD will not be imported properly.
1.
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you can back out from this part of the import operation by deleting the staged data. For more information,
see Staging forms and their corresponding destination forms.
2. Validate data (Optional) This step verifies the staged data and tests for potential conflicts, according to
import options you specify. For more information, see Import data options.
For example, if you select the option to Import new definitions only (if existing definitions found, cancel
import), the validation step a checks to see if there are duplicate entries on the server, and if so, an error is
reported and the data cannot be promoted.
3. Promote data This step moves data to their respective destination forms on the server. This step
validates the data again based on the import option you specified, and if there are no errors, the data is
promoted.
To import data
1. Log in with Request Catalog Manager and BMC Remedy AR System Administrator permissions.
2. Open the Import Export Console.
3. From the left navigation pane, click Import.
4. In the Import Command area, enter the following information:
a. In the User Password field, enter the password for the server.
b. In the Import Path and File Name field, enter the path and file name to the .arx file that you copied to
the server.
5. Click Stage Data.
6. In the Import Data Options area, select an option. For more information, see Import data options.
7. (Optional) Click Validate Staged Data.
Results are shown in the Import Results table. The Details table shows the SRDs and PDTs imported to their
forms.
If necessary, click Delete Staged Data, select a different import option, and click Stage Data again.
8. Click Promote Staged Data.
Related topics
About migrating BMC Service Request Management objects and data
Preparing the server for import
Import data options
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Note
If you are importing only supporting data, only the following options are available:
Merge data (version 8.1.01 and later)
Import new definitions only (if existing definitions found, cancel import)
Import new definitions only (skip duplicates)
Note
Parent objects are not deleted; only child objects that are directly related to one parent are deleted. This
limitation means that SRDs, PDTs, AOTs, and application templates are not deleted. Only their
relationships are deleted.
For example, if you delete a question from an SRD before performing an export, the question is deleted
from the corresponding SRD on the import server. However, if you delete an SRD, PDT, or AOT from the
export server, that same object is preserved on the import server.
If you select the Merge data option and your .arx file contains updates to SRDs, you must also select one of the
following options:
Update service requests in the cart and with Waiting Approval status
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Note
Your choice does not affect service requests that are in Draft status. When you attempt to complete
Draft requests, the latest questions are displayed.
If you choose Update service requests, the following changes take place after the import is completed:
Requests in the cart:
The cart is marked as Not Ready
A notification is sent to the submitter, asking them to review the service request again
Requests with Waiting Approval status:
Approvals are canceled
The service request status changes to Draft
The Needs Attention flag is set
Notifications are sent to the submitter and the assigned approver
Note
If you use the Merge data import option, SRD ID number generator issues can occur, as explained in
Troubleshooting SRD ID number generator conflicts on the production server: 8.1.01 and later .
Import new definitions only (if existing definitions found, cancel import)
If the import operation finds existing definitions, an error is reported and the data cannot be promoted.
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If you are importing SRDs and supporting data together to a new company, note the following details and
exceptions:
Categories Matching categories are created for the new company if they do not exist. If they exist, SRDs
are tied to them and point to the existing categories.
Surveys Matching surveys are created for the new company if they do not exist. If they exist, SRDs are
tied to them and point to the existing surveys.
Entitlement Rules Entitlement rules are not copied to the new company.
Field values in the SRD After the import process, values for the original company are retained for the
following information. However, you can manually update these values in the Service Requesttab in the
SRD.
Request Catalog Manager
Service Request Coordinator
Permission Groups Permission Groups (along with their corresponding People) are not copied to the
new company
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 .
SRD:STAGE:QuestionChoices
SRM:QuestionChoices
SRD:STAGE:QuestionConditions
SRM:QuestionConditions
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SRD:STAGE:QuestionChoices_Template
SRM:QuestionChoices_Template
SRD:STAGE:AppTemplateFlow
SRM:AppTemplateFlow
SRD:STAGE:ProcessAOTSummaryData
SRM:ProcessAOTSummaryData
SRD:STAGE:Categories_DispProp
SRM:Categories_DispProp
SRD:STAGE:Condition_DispProp
SRM:Condition_DispProp
SRD:STAGE:QuestionDef_Template
SRM:QuestionDef_Template
SRD:STAGE:SRDEntitlementDefinition
SRD:SRDEntitlementDefinition
SRD:STAGE:ServiceRequestImages
SRS:ServiceRequestImages
SRD:STAGE:AppTemplateBridge
SRM:AppTemplateBridge
SRD:STAGE:SRDEDPEDAssociations
SRD:STAGE:QuestionDef
SRM:QuestionDef
SRD:STAGE:QuestionSRD
SRM:QuestionSRD
SRD:STAGE:Actions_Trigger_Def
SRM:Actions_Trigger_Def
SRD:STAGE:AppTemplateBridge_DispProp
SRM:AppTemplateBridge_DispProp
SRD:STAGE:SourceToTargetDataAssociations
SRM:SourceToTargetDataAssociations
SRD:STAGE:ConditionAssociations
SRM:ConditionAssociations
SRD:STAGE:ConfigSurveyQuestions_DisplayProp
SRM:ConfigSurveyQuestions_DisplayProp
SRD:STAGE:Categories_Base
SRM:Categories_Base
SRD:STAGE:ENT_SYS_PeopleEntitlementGroups
SRD:STAGE:Associations
SRM:Associations
SRD:STAGE:Questionnaire
SRM:Questionnaire
SRD:STAGE:ENT_SYS-AccessPermissionGrps
SRD:STAGE:VariableTemplate_Base
SRM:VariableTemplate_Base
SRD:STAGE:Condition_Base
SRM:Condition_Base
SRD:STAGE:ServiceRequestDefinition_Base
SRD:ServiceRequestDefinition_Base
SRD:STAGE:Actions_Def
SRM:Actions_Def
SRD:STAGE:QuestionToSRFieldsAssociations
SRS:QuestionToSRFieldsAssociations
SRD:STAGE:VariableTemplate_DispProp
SRM:VariableTemplate_DispProp
SRD:STAGE:Actions_Mappings
SRM:Actions_Mappings
SRD:STAGE:SurveyAssociations
SRM:SurveyAssociations
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SRD:STAGE:VariableMapping
SRM:VariableMapping
SRD:STAGE:MasterDataMappingList
SRM:MasterDataMappingList
SRD:STAGE:ProcessDefinitionTemplate_Base
SRM:ProcessDefinitionTemplate_Base
SRD:STAGE:ConfigSurveyQuestions
SRM:ConfigSurveyQuestions
SRD:STAGE:ENT_PeopleEntitlementDefinition
ENT:PeopleEntitlementDefinition
SRD:STAGE:ProcessDefinitionTemplate_DispProp
SRM:ProcessDefinitionTemplate_DispProp
SRD:STAGE:QuestionMenuItems
SRM:QuestionMenuItems
SRD:STAGE:ServiceRequestDefinition_DispProp
SRD:ServiceRequestDefinition_DispProp
SRD:STAGE:QuestionsLibrary
SRM:QuestionsLibrary
SRD:SRDPackages
SRD:STAGE:SRDLevel
SRD:SRDLevel
Note
You must have DMT User or DMT Admin permission to import data from the Job Console.
Note
3.
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The use of spreadsheets to import BMC Service Request Management data is not supported.
4. From the navigation pane of the IT Home Page, select Data Management > Job Console.
5. Navigate to Job Functions > Create Job.
6. Enter the job name and company and click Save.
7. Click the Create drop-down list and select a BMC Service Request Management template.
BMC Service Request Management templates are prefixed with "SRM". The template includes a set of steps
to validate and promote data. These steps are displayed in the Steps table below the template details. For
more information, see Job templates used for creating import jobs.
8. Select the Load step and click View.
9. In the Load Parameters section, click Add and then click Browse to navigate to the location where you
saved the .arx file and the attachments zip file, and select them.
10. Click Save again to save your settings.
11. Navigate back to the Job Details tab, and change the Status to Build.
12. Click Save.
The Run button is now enabled.
13. Click Run.
Optionally, you can schedule the job to run at the specified time. For more information, see Scheduling
jobs.
Note
BMC Service Level Management data, work information, and any attachments that it contains cannot be
imported.
Some of the standard data management capabilities of the Job Console are not available for importing BMC
Service Request Management data. For example, you cannot use spreadsheets to import SRDs, PDTs, and AOTs,
because BMC Service Request Management configuration is a complex structure of linked objects that cannot be
replicated manually in a spreadsheet. Similarly, alias replacement is not supported when importing BMC Service
Request Management data because, unlike manually entered data, system data does not contain errors such as
different spellings of the same name.
The Data Management Job Console is a useful tool to import BMC Service Request Management data in the
following situations:
You have a multi-user or multi-tenant environment.
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company
Data Management
Import only BMC Service Request Management data
Import Foundation data and data from BMC Remedy ITSM applications
Users require Data Management Tool (DMT) User or DMT Administrator permission to
import data.
Note
You can use job templates only to import new data. The use of job templates to update existing data is
not supported.
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The following table lists the standard job templates provided on the Job Console that are specific to BMC Service
Request Management:
Template
Description
SRM-Process Definition
Template-Wait
SRM-Supporting Data
Template-Wait
For more information about using standard and custom templates, see Creating a job using out-of-box job
templates.
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4. (Exports only) In the Type field, select SRD, PDT, or Supporting Data as the type of data to view.
5. Click Search after you have specified your search criteria (for example, SRD as the Type of data and Export
as the Operation).
The history data appears in the search results table.
(Version 8.1.01 and later) Information about the individual objects included in the import or export is shown in the
Details pane.
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Note
The Submitted Requests option has been deprecated.
The default setting is Popular Services. When you click Home 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 closed since the user
last logged in.
For example, you might want to show requests that were closed in the last five days. If the product is
accessed infrequently, you enter a higher number, (for example, requests closed in the last two
weeks or two months).
5.
BMC Service Request Management 8.1.01
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5. In the Broadcast Defaults area, specify when users are alerted with a broadcast alert popup window.
The default is Never. However, users might want to be prompted when they open the Request Entry
console or when a new broadcast occurs.
6. Click Modify, and click Close.
You must close and re-open the Request Entry console for the changes to appear.
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Alphabetical shows navigational categories in alphabetical order. The alphabetical sort starts with
upper-case letters from top left to top right (for English and other Latin-based languages), and top
to bottom. Sorting then starts with lower-case letters, left to right.
11. In the Submit Confirmation field, select one of the following options:
None does not display a confirmation note when a request is submitted.
Accessibility Users displays a confirmation note only for users configured as accessibility users. For
information about configuring accessibility users, see Making the application accessible for users
with disabilities.
All Users displays a confirmation note for all users when a request is submitted.
12. In the Price Display Option field, select an option for displaying the price for a service in the Request Entry
console.
The following options are available:
Display for All SRDs displays 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.
Hide for All SRDs does 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.
Based on SRD Configuration (default) 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.
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.
13. For Clear OBO Questions Response, select Yes to remove responses to On-Behalf-Of questions. Select No
to retain responses to On-Behalf-Of questions.
14. Select Show Marketing Slides to display marketing slides, if any, in the Request Entry console.
15. Click Save.
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BMC Service Request Management provides a set of standard images to represent popular requests, such as
hardware and software products. You can upload these images from the image library and relate them to service
request definitions (SRDs), or you can add new images from your local machine to the image library. You can
replace an image with a different one from the image library, and also include hyperlinks in the SRD's description.
Note
Because service requests are subject to access restrictions, user can view only slides that they are
allowed to request.
When creating a slide, you can select one of the following types:
Image You can display an image representing any service or IT initiative that your company wants to
promote. If you have a web page containing more information on the request, you can redirect users to
that page by linking the image to the URL of the web page.
Text with Image You can display the title and description of the service along with an image.
This topic provides the following procedures:
To configure slides on the Request Entry console
To create and manage slides for other locales
f. Navigate to the location of the image and click Select to link it.
g.
BMC Service Request Management 8.1.01
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g. To add an image, click Add Image, specify the company, image name, image file name, and click Add
.
You can also add images from the Service Request Definition Image Management screen.
Alternatively, navigate to Custom Configuration > Service Request Management > Request Entry
Management > Service Request Image Configuration to add images. For more information, see
Configuring service request images.
4. Click Save.
5. In the Administration Console, navigate to Service Request Management > Preferences and click Open.
6. Click Search to select your company.
7. In the Request Preferences dialog box, click the Request Entry tab.
8. In the Show Promotional Section field, select Yes.
9. Click Save.
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Note
For articles created before version 8.0.00, you can run an escalation to calculate popularity.
Related topics
Search result relevance
Tagging a knowledge article as a favorite
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Note
When you delete a link for the default locale, any associated links for other locales are also deleted.
Note
You need AR Administrator permission to access the BMC Remedy AR System Skins Console.
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Legend
1. Background color
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For information about creating skins, see Defining skins for the Request Entry console.
Related topic
Configuring service request HTML definitions
Note
Changing the properties of the default skin template is not recommended.
Note
You must clear the mid-tier cache after you create a computed group or load images to the Images
folder.
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Note
After you create a skin or modify an existing one, you must flush the mid-tier cache to view the new or
updated skin.
For more information about creating and managing skins, see Defining skins.
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Description
Type identifier
Window
BMC_EU_MAIN_BGCOLOR
Background Color
(#045B9A)
Note: This type identifier is duplicated in the Skin Properties table. You must change
the value for both type identifiers.
2
Application name
BMC_EU_COMPANYTITLE
BMC-SRM-Title
(image, 261x22 pixels)
BMC_EU_MAINCON_HBGCOLOR
Background Color
(#F5F5F5)
Background Gradient Color
(#D1D1D1)
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Number
Description
Type identifier
BMC_EU_MAINCON_HTXTCOLOR
Label/Text Color
(#004376)
Left panel
BMC_EU_MAINCON_CRUMBTRAILCOLOR
breadcrumb bar
Background Color
(#DEE0E0)
Welcome label
BMC_EU_BANNER_TXTCOLOR
Notifications bar
BMC_EU_BANNER_SBGCOLOR
Background Color
(#FEFEFE)
Background Gradient Color
(#DCDCDB)
Notifications bar
BMC_EU_BANNER_STXTCOLOR
Label/Text Color
(#004080)
Note: This type identifier is duplicated in the Skin Properties table. You must change
the value for both type identifiers.
6
Notifications bar
BMC_EU_BANNER_BROADCASTLOGO
BMC_EU_BANNER_APPROVALLOGO
SRM
Console-Broadcast-New
SRM Console-Alert-Blue
(images, 16x16 pixels)
BMC_EU_SECCON _HSBGCOLOR
Background Color
(#339CDE)
Background Gradient Color
(#0263A2)
BMC_EU_SECCON_STXTCOLOR
BMC_EU_ACTIONBAR_BGCOLOR
Background Color
(#4AA9E5)
Background Gradient Color
(#2188C9)
BMC_EU_ACTIONBAR_HOMELOGO
BMC_EU_ACTIONBAR_SETTINGSLOGO
BMC_EU_ACTIONBAR_LOGOUTLOGO
BMC_EU_ACTIONBAR_CARTLOGO
BMC_EU_ACTIONBAR_HELPLOGO
SRM Console-Home
SRM Console-Settings
SRM Console-Logout
SRM Service Cart
SRM Console-Help
(images, 16x16 pixels)
Company logo
BMC-SRM-LOGO
SRM
Console-BMC-Logo-Blue
(image, 85x19 pixels)
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Description
Type identifier
DVF_AVAILABLE_REQUEST_HEADER_BG
Selected category
DVF_SELECTED_CATEGORY_FROM_BG
Selected category
DVF_SELECTED_CATEGORY_TO_BG
DVF_CATEGORY_REQUEST_LIST_BG
DVF_CATEGORY_SELECTED_REQUEST_BG
Not shown
BMC_EU_BROWSECAT_BGCOLOR
Other UI properties
You can change properties for other UI objects, as shown in the following table.
Type identifiers and properties for other objects
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Description
Type identifier
BMC_EU_CLOSELOGO
SRM White-Close-x
(image, 16x16 pixels)
Cart border
BMC_EU_PANEL_BORDERCOLOR
BMC_EU_TRIMCOLOR
Tables
BMC_EU_TABLEHEADER
AR System pop-ups
All
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http://<webServer>:<portNumber>/arsys/forms/<serverName>/SRS%3ASRCLaunchURLBuilder
Based on the server you logged on 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).
2. Enter the following information to define the launch URL:
Field name
Description
Restrict Acting
On Behalf Of
Determines if the On Behalf Of link is disabled when the console is launched. The default value is No the link is not
disabled, and the user can act on behalf of another user.
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Field name
Description
Restrict
Determines if the navigation links (Preferences, Approval Central, Give Feedback, Complete Survey, Home) and Favorite,
Navigation
Popular, Browse, and Search buttons are disabled when the console is launched. The default value is No the link is not
disabled, allowing users to navigate away from the specified context.
Close Console
After Request
Determines if the console closes immediately and the user is logged out after submitting a request. The default value is No
.
Is Submitted
3. From the View list, select a Request Entry console view, and then perform the following steps, depending
on the view that you selected:
View
Service Categories
Service
Subcategories
a. Select a subcategory.
b. Click Generate URL.
Services
Provide
Information
Service Review
Cart
Submitted
Requests
a. From the Show field, select the status to display (for example, All Open Requests or Draft Requests).
b. Click Generate URL.
http://<webServer>:<port>/arsys/shared/ar_url_encoder.jsp
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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_AVfAAWUwA
&F303906700=0&F303902000=0&F303902100=0
Services
http://<webServer>:<port>/arsys/forms/<ARServer>/SRS:ServiceRequestConsole/
?mode=submit&F303900000=3&F303906900=ID00137260F2FChCXySQ_AVfAAWUwA
&F303901700=report%20a%20problem&F303906700=0&F303902000=
0&F303902100=0
Provide information
http://<webServer>:<port>/arsys/forms/<ARServer>/SRS:ServiceRequestConsole/
?mode=submit&F303900000=4&F303900900=SR000F1F6C79D85P3MRQE
2hwBAvPQA&F303906700=0&F303902000=0&F303902100=0
Service review
http://<webServer>:<port>/arsys/forms/<ARServer>/SRS:ServiceRequestConsole/
?mode=submit&F303900000=5&F303900900=SR000F1F6C79D85P3MRQE
2hwBAvPQA&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
Note
To display Service Review on the Request Entry console, users must hover the mouse pointer over the
service title.
Field name
Database
ID
Values
Description
Context_View
303900000
This field value is required for all views. The Context_View field is used
to designate which view to launch.
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Field name
Database
ID
Values
Description
Context_Category1_Base_InstanceId
field be set.
3 Services view
This value requires that the
Context_Category1_Base_InstanceId
and Context_Search_String fields be
set.
4 Provide Information view
This value requires that the
Context_SRD_InstanceId field be set.
It also optionally uses the
Context_SRD_Number field in place
of the Context_SRD_InstanceId field.
5 Service Review view
This value requires that the
Context_SRD_InstanceId field be set.
It also optionally uses the
Context_SRD_Number field in place
of the Context_SRD_InstanceId field.
6 Cart view
7 Submitted Requests view
This value requires that the
Context_Request_Show field be set.
Context_Category1_
Base_InstanceId
303906900
303901700
Context_SRD
_InstanceId
303900900
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Field name
Context_SRD
Database
ID
Values
Description
be URL encoded.
301628200
303901600
This value in
SRS:SRCLaunchURLBuilder
_Number
Context_Request
_Show
303902000
0 No (default)
1 Yes
Context_Restrict
_OBO
303906700
0 No (default)
1 Yes
Context_PI_
CloseAfterSubmit
303902100
0 No (default)
1 Yes
Context_
EntitlementVerified
303931400
Context_
TakeSRDOfflineFlag
302792000
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Field name
Database
ID
Values
Description
303932500
0 No (default)
1 Yes
verifies that the SRD specified in the context is online and the user is
entitled to request it when Entitlement Management is set to On. The
value is set by workflow on the Service Request console.
http://<webServer>:<port>/arsys/forms/<ARServer>/SRS:ServiceRequestConsole/?mode=submit&F<fieldID=paramValue>&F<field
serverName.company.com
<port> Optional port number, which is needed if the web server is not on the default port (port 80)
<ARServer> Name of the BMC Remedy AR System server that contains the application
<fieldID> Database ID of the field for which you must supply a value when the Request Entry console
opens
<paramValue> Value to populate in the field when the Request Entry console opens
For more information, see Using context fields when creating launch-in-context URLs.
Using an Open Window action to open the Request Entry console in context
To open the Request Entry console in context from an Open Window action, you must supply values for the
context fields of the SRS:ServiceRequestConsole form. These fields specify which view to launch, the context to
display, and the behavior of the console after it is launched. The table in Using context fields when creating
launch-in-context URLs lists the context fields, and provides a description of the values used to set the context.
For information about the Open Window Action, see the Workflow objects.
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BMC Service Request Management installs by default a list of U.S. English words (with the en_US locale) to
exclude. You can also create a localized exclusion list.
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 might want to review the FTS Ignore Words because it is extensive. For more information about configuring
Ignore words, see Configuring the Ignore Words List.
Note
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You must have BMC Remedy AR System administrator permissions to view this form.
Description
Company
The name of the company for the user who used the search term in the search
Search Term
The text of the search term (for example, request a new laptop)
Locale
The locale of the user who used the search term. This field's 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 tag
The area to which the search term applies (that is, REQUEST_ENTRY_CONSOLE)
Secondary
tag
A specific description (if needed) of the area to which the search term applies (for example, SEARCH_FIELD)
Total
Successful
Searches
The number of times the search term returned results for the users at the company
Current
Unsuccessful
Searches
The current number of times the search term did not return any results for a user
Total
Unsuccessful
Searches
The total number of times the search term did not return any results for the users at the company
Search Term
Ranking
The 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.
You can reset this field. (The Total Unsuccessful Searches field records all of the unsuccessful search attempts.) After the search term
has been successful the first time, resetting the Current Unsuccessful Searches field raises the search term rank. Resetting the field is
helpful when you add a service (such as "replacing a tuner"). If users were searching for "replace tuner," but there was no service, the
ranking would be low. When you add the "replacing a tuner" service, you would reset the Current Unsuccessful Searches field so that
the search term receives a ranking value of 1, and it appears on the suggestion list.
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have the application delivered in the style that is the most useful to them. With this model, the same application
can be delivered simultaneously to different users in multiple languages.
You can localize BMC Service Request Management in the following ways:
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.
You can define Questions in different languages. The display properties of Questions (unlike, for example,
AOTs) are not automatically tied 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.
This section provides the following information:
Configuring the BMC Remedy AR System server for localization
Supported languages
Localizing the application
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Spanish
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 following
topics:
Completing the planning spreadsheet
Installing help
4.
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4. If there is no exact match during any of these stages, the fallback mechanism finds the closest possible
locale to the one requested.
5. If no locale preference is set, a view with a blank locale, or the locale of operating system on the user's
computer, is used.
6. If no locale preference is set and there is no view with a blank locale, an available view for the selected
form appears. 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 user's preferred locale
is es_AR or es_ES.
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Note
This section assumes you are familiar with configuring navigational categories.
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Tip
Enter "user-friendly" names for this navigational category, based on your locale.
Localizing AOTs
When you configure an application object template (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 application
object templates.
To localize AOTs
1. To create the AOT, on the Custom Configuration tab of the Application Administration Console, choose
Service Request Management >Application Configuration > Define Application Object Template, and click
Open.
2. Search for a record and open it.
3. Click Other Locales.
4. In the Defined Locales dialog box, specify a new locale, for example, fr.
5. Enter a "user-friendly" name of this AOT, based on your locale.
6. Provide a summary, based on your locale.
7. Click Add to save the display properties for this locale.
8. Add more locales as needed.
9. Close the dialog box, and click Save.
The Service Catalog Manager can use this localized AOT when creating a PDT.
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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.
See Creating a standard PDT or Creating a quick launch PDT.
2. Add the localized AOT or localized nested PDTs to this PDT.
3. Click Other Locales.
4. In the Defined Locales dialog box, specify a new locale, for example, fr.
5. Enter a name of this PDT, based on your locale.
6. Provide a summary, based on your locale.
7. Click Add to save the display properties for this locale.
8. Add more locales as needed.
9. Close the dialog box, and click Save.
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 localize it to automatically translate the displayed text, such as questions and
labels, for other locales. Questions from the original SRD are displayed on the Actions tab of the localized SRD.
You can add and edit questions, edit instructions, edit displayed values and labels in the localized SRD.
Recommendation
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Create questions, actions, and mappings for SRDs before you localize them. This will ensure that the
questions, actions, and mappings are automatically applied to the localized SRDs. If you update
questions in the original SRD after localization is completed, you will have to replicate the mappings in
all the locales.
To localize SRDs
1. Create the SRD.
See Creating a standard SRD with the Service Request Definition form.
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.
8. Close the Defined Locales dialog box.
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
Localize the navigational categories before you localize the SRD. If you do not, you will be prompted to
create them when you attempt to save the SRD.
Note
1.
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You can also dynamically define questions when you are creating mappings in the SRD.
Note
Only questions with a locale that exactly matches the locale on the SRD appear in the questions
dialog box.
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Localizing AIFs
If you plan to deploy advanced interface forms (AIFs) in a localized environment, you should create localized
views for them. The AIFs are installed with localized views for English, Japanese, French, Italian, German, Spanish,
and Simplified Chinese.
Note
For information about localizing BMC Remedy AR System forms, see Localizing form views.
To localize AIFs
1. For each AIF that you want to localize, create a localized view of 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 appropriate locale.
2. After you associate a view with a specific locale, select that view and localize the components that users
see.
For example, translate the field labels.
3. After you translate the components, adjust the field and view size to better match the new labels.
Troubleshooting
If you create and localize your own AIFs and they do not appear as expected, use the following procedure to
reconfigure them: Reconfiguring AIFs after localization
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To reconfigure AIFs
1. From the Application Settings list, select Service Request Management > Advanced > Configure Advanced
Interface Data, and click Open.
2. Search for a form record.
3. Modify the information as needed.
4. Specify the proper locale for your form.
5. Click Save.
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.
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.
To select surveys
1. From the Service Catalog Manager Console, select an SRD, and click View.
2. Click the Service Request tab.
If your application administrator created a default survey, its name appears.
3. To exclude a survey from this SRD, select Disabled from the Status field.
4. To create a custom survey for this SRD, select Custom from the Configuration 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 select Global to make this
survey available to all companies.
7. To create a survey, click Create.
8. In the Configure Survey dialog box, enter a name for your survey.
9. Click Save.
The dialog box closes and you are returned to the Search Survey form.
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Finishing localization
After you finish localizing the navigational categories, AOTs, PDTs, and SRDs, 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 user preference settings:
a. Open the AR System User Preference form in new mode.
b. Click the Locale tab.
c. Define the User Locale and Currency settings.
Note
Currency works only if the currency ratios are properly configured on the BMC Remedy AR
System server. See Creating currency exchange ratios.
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.
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Permissions
View all requests from all the companies to which that user has
access
In the following table, Yes indicates the specific Identity Request Management roles that define which services
can be used by the different users.
For each service, the following options are available:
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Self Service A user can perform Identity Request Management service for himself or herself only.
Non-self service A user can use Identity Request Management service for other people in the companies
to which the user has access.
Identity Request Management roles that can request a service
Services
IRM User
IRM Manager
Self service
Self service
Non-self service
Self service
Non-self service
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Recertify employee
Yes
Yes
Revoke employee
Yes
Yes
The configuration provided with Identity Request Management installation is a Global configuration. You can
configure the Global configuration according to your company policies.
Note
All roles that are configured to a non-self service should also be configured for a self service for the
same service, or the users that are assigned to the roles will not be able to use the service.
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4. In the Role List for Self Service field, select the roles that you want to give access to the selected service.
5. In the Role List for Non Self Service field, select the roles that you want to give access to the selected
service.
6. Click Save Configuration.
Note
Ensure that the following message appears after clicking Reload Configuration:
IRM160095I: Configuration has been reloaded. (ARNOTE 160095)
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approval for the submitted request before fulfilling the request. The user can configure for one of the following
approval types:
Manager The user's manager, which is defined in the People form
Person Select a user to approve the request.
Group Select an ITSM Support Group. For the users in the selected Support Group to receive the
request, the users should have:
Permissions of the Company and the Support Organization
Functional Role for Identity Management Approver (Identity Management)
This section provides the following information about configuring approval for Identity Request Management:
Adding functional roles
Adding Identity Request Management information in Approval Central
Updating approval configuration
Value
Selection Values
Alias
ID
Value
Selection Values
Alias
ID
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11.
Field name
Value
Menu Type
Functional Role
Menu Lable 1
Selection Code
Menu Value 1
Menu Lable 2
Identity Management
Menu Value 2
Menu Order
250
Use in WorkFlow
Yes
Menu Visible
Yes
System Lock
No
Value
Application Request ID
$Request ID$
Field1 {14506}
$RequestType$
Field7 {14512}
$RequestType$
Field8 {14513}
$RequestDetails$
6. Click Save.
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Note
The Current Password has to be validated by the adapter.
Note
A non-applicable password locale can be deleted.
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12 Developing
This section provides information about extending or customizing the product and about developing integrations
with third-party applications.
The following topics are provided:
Customizing BMC Service Request Management
Developing integrations
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Functions
This topic provides a brief overview of the following functions:
Submit functions
Modify functions
Query functions
Submit functions
Submit functions are used to create a record; for example, opening a form in New mode, then saving it as a new
record. Each subsection that describes submit functions can contain the following tables:
Required input field values These fields are required and a record is not created if they have null values.
Optional input field values These fields are not required to create an entry, but they might need to be
populated, depending on the status the entry to be created. (See the Notes column in each table for more
information about specific fields).
Fields set by workflow The values in these fields are generated by workflow that is triggered by the input
fields (required and optional) only. When using web services, they are not exposed to the user.
For example, the Priority field value is calculated when you populate the Impact and Urgency fields.
When a record is created successfully, the newly created record ID is returned.
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Note
To make sure Submit operations complete successfully, you must define the assignment
mappings for each module. These mappings are defined in the CFG:Assignment form. You need
administrator permissions to modify this form.
Modify functions
The creation of work log entries is the only workflow triggered by a modify function. When using web services, if
there are populated fields in the main form that you want to modify, specify those values in the corresponding
web service fields.
Warning
If you specify a null value, the null value overwrites the value currently in the form.
Note
There is no returned value to signal that a record has been modified.
Query functions
The query functions are web service-specific operations.
When using web service functions, you must specify the ticket number on which to query
(module_Query_Service), or a valid AR System qualification if you query from a list of entries
(module_QueryList_service).
The LIKE operator can be used in the qualification of an unlimited character field length, this type of field is stored
as a CLOB in the database.
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action that is requested by the external system (for example, submit, modify, and create). These operations can be
invoked by accessing these interface forms directly.
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Field ID
Description
ProfileName
536800370
z1H_RequestGuid
536800001
Password Change Request Enter the following information on the IAM:GeneralSelectedParams form:
Field name
Field ID
Description
RequestGuid
536800001
AccountName
536800250
The name of the account for which the new password will be set
TargetSystemName
536800251
TargetSystemType
536800252
Enable or Unlock Account Enter the following information on the IAM:EUA:SelectedAccounts form:
Field name
Field ID
Description
RequestGuid
536800001
AccountName
536800250
The name of the account for which the new password will be set
TargetSystemName
536800251
TargetSystemType
536800252
Start the request Enter the following information on the IRM:RequestAppIF form:
Field name
Field ID
Description
RequestGUID
536800001
The same unique identifier of the request that was entered to the selected form
536800022
536800023
The logon ID of the user for whom the services are performed
Request By
536800540
The logon ID of the user that logs in to the BMC Remedy Action Request System Server
Person On Behalf
536800825
The logon ID of the user that the request will be on his name
For example, there are three users: A, B, and C. In the following scenario, user A can enter and create a
request under the name of B for the user C:
Request By = A
Person On Behalf = B
Requested For AR User = C
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For different services Enter the following additional data on the IAM:Requests_AppIF form:
Field name
Field ID
Description
Encrypted Password
123
Justification
536800412
Notes
Service requests generated from the integrations described in this section are validated against On
Behalf Of (OBO) rules. OBO rules must be configured so that the Requested By user can submit a
service request on behalf of the Requested For user. For information, see Creating on-behalf-of
definition rules
Service requests created automatically from BMC fulfillment applications are not subject to OBO
rules. For information, see Creating requests from fulfillment applications.
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For example, if you use a third-party application to identify incidents in a system, but have no way of tracking
them, you can access BMC Service Desk: Incident Management from the third-party application and create an
incident ticket by way of the BMC Remedy APIs.
For examples of API code, see Creating and executing BMC Remedy AR System C API programs.
Note
You must have working knowledge of the BMC Remedy Action Request System (BMC Remedy AR
System) and the BMC Remedy IT Service Management common foundation.
Related topics
Web services for BMC Service Request Management
Web services for Work Order Management
Registering applications
Note
This information is required to use BMC Service Request Management with custom applications. The
BMC Service Request Management application is registered by default to work properly with BMC
Incident Management and BMC Change Management applications. If you are not registering a
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third-party application to work with BMC Service Request Management, you can proceed to About
application templates and application object templates.
All fulfillment applications that are used with BMC Service Request Management must be registered. Use the
Application Registry form to register the applications that are used with BMC Service Request Management, and
to identify key elements of the fulfillment application, such as template forms, interface forms, instance forms,
and so on.
The fulfillment application that is using BMC Service Request Management needs to be registered in the
Application Registry form. The registry entry is the means for BMC Service Request Management to recognize the
fulfillment application, set the configuration settings such as mode of connection (local or remote), server and
template information, and to use this information to set context for the rest of the BMC Service Request
Management entities (registered fields, questions, commands, PDTs, and AOTs).
By default, the BMC Service Request Management application is configured to work with BMC Change
Management and BMC Incident Management. You can register other applications to work with BMC Service
Request Management (for example, BMC Service Desk Express).
Use the Application Registry form to modify any of the preconfigured information or to create application
registries if your organization is going to use BMC Service Request Management with other applications.
To register an application
1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Foundation > Advanced Options > Command Automation
Interface - Application Registry, and click Open.
The CAI Application Registry form appears.
3. (Optional) Click the New Search toolbar button, and click Search to view the preconfigured application
registry information.
Modify any of the fields, as appropriate.
4. Enter the following required information:
Field
Description
Registry Name
Enter a unique name for the application that you are registering.
Description
Status
Select a status for this entry. The options are New, Active, and Inactive.
Description
Application
Name
Select the application that you are registering from the menu list. The list is populated from the SHARE:Application_Properties
form.
Template
Form
Select the form that identifies the template. BMC Service Request Management needs to identify the templates to use for
pushing requests and incidents. These templates should exist in the fulfillment application. This form identifier is the same
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Field
Description
value as the Keyword field in the SHR:SchemaNames form.
Note: This is currently SRM:SampleAppTemplate for the BMC Service Request Management Sample application.
Template
View Form
Select the form that is the front-end or view form (the form that the fulfillment user sees) for the template form you selected.
The view form should exist in the fulfillment application.
Instance
Form
Select the form that identifies the application instance. If an interface form name is not specified, the value from this field is
used. The application instance form identifier is the same value as the Keyword field in the SHR:SchemaNames form. The
application instance is the request entry that is created when the service request is submitted, based on the template, if a
template is used. Some fulfillment applications might choose not to use a template structure. The form identifier (or Template
Form field) identifies the fulfillment request form that is used to create the entry.
Note: For the work order application entry, the Instance Form is WOI:WorkOrder.
Interface
Designate the form identifier for BMC Service Request Management to interact with when initiating fulfillment application
Form
requests. BMC Service Request Management pushes data to this form to initiate outbound commands.
Note: For the work order application entry, the Interface Form field is WOI:WorkOrderInterface_Create.
New
Request
Activation
6. Click the Connection tab, and enter or update the following information:
Field
Description
Access
Mode
Local The application is on the same server where BMC Service Request Management is installed.
Remote The fulfillment application is installed on a different server.
Server
Specify the name of the server where the application you are registering is installed.
Protocol
Login
Fill in this field if you selected Remote for the Access Mode. Enter the login name you use to access the remote fulfillment
application.
Password
Fill in this field if you selected Remote for the Access Mode. Enter the password you use to access the remote fulfillment
application.
Port #
Fill in this field if you selected Remote for the Access Mode. Enter the port number of the remote fulfillment application.
Maximum
Retries
Specify the number of times the application should keep trying to run an event command. The default setting is 3.
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7. Click Save.
2.
BMC Service Request Management 8.1.01
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2. From the Application Settings list, choose Foundation > Advanced Options > Command Automation
Interface - Define Command Parameters, and click Open.
3. From the Command field on the Define Command and Command Parameters form, select an event
command, and click View to open the Command form.
The following commands are available:
Command
Description
Select the appropriate inbound command from BMC Service Request Management to the
registered application:
SRM_IN_APP_REQUEST_CANCELLED Notifies the fulfillment application that the
service request is cancelled
SRM_IN_APP_REQUEST_IN_PROGRESS Notifies the fulfillment application that the
service request is in progress
SRM_IN_APP_REQUEST_PENDING Notifies the fulfillment application that the
service request is in pending
SRM_IN_APP_REQUEST_REJECTED Notifies the fulfillment application that the
service request is rejected
SRM_IN_APP_REQUEST_RESOLVED Notifies the fulfillment application that the
service request is done
SRM_IN_APP_REQUEST_RESPONDED Notifies the fulfillment application that the
service request is responded to for SLM calculation
Select the appropriate inbound command from BMC Service Request Management to the
registered application for push application requests and updates:
SRM_IN_PUSH_APP_REQUEST_INFO Sends an application request information
data to BMC Service Request Management from the fulfillment application
Data recognized by BMC Service Request Management is defined in the command
parameters.
SRM_IN_PUSH_APP_REQUEST_OWNER Sends an application request owner data
to BMC Service Request Management from the fulfillment application
Data recognized by BMC Service Request Management is defined in the command
parameters.
SRM_IN_UPDATE_SR_WORKLOG Creates a work log entry for the service request.
Select the appropriate outbound command from BMC Service Request Management to the
registered application:
SRM_OUT_ACTIVATE_APP_REQUEST Notifies the application instance to start
working on the request
The fulfillment application must define how to execute upon receiving this
notification.
SRM_OUT_CANCEL_APP_REQUEST Notifies the application instance that the
service request is canceled
The fulfillment application must define what to do with this cancellation notification.
SRM_OUT_CREATE_APP_REQUEST Creates an application instance in the
fulfillment application
SRM_OUT_GET_APP_REQUEST_INFO Gets information (such as status,
description, ID, cost, and so on) from the application instance that was created on the
fulfillment application
SRM_OUT_PUSH_SR_INFO Sends service request data to the fulfillment
application when a service request is created from the Service Request interface form
Specific data that is sent as part of this command is defined in the command
parameters.
SRM_OUT_REOPEN_APP_REQUEST Sends an event to fulfillment application to
reopen an application request
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Command
Description
SRM_OUT_RESOLVE_APP_REQUEST Sends an event to the fulfillment application
to resolve the application request, such as in the case of resolving an Incident ticket
using a solution record
SRM_OUT_UPDATE_APP_REQUEST_WORKLOG Creates a work log entry for the
application request
Select the appropriate outbound command from BMC Change Management to the
registered application:
CHG_OUT_CMS_CONFMAN Launches BMC Configuration Manager
Select the appropriate outbound command from Task Management to the registered
application requests)
application:
TMS_OUT_CMS_CHKCOMPLIANCE_STATUS Requests BMC Configuration
Management Check Compliance Status
TMS_OUT_CMS_DEPLOYMENT BMC Launches Configuration Management
Deployment Manager
TMS_OUT_CMS_POLICYMGR Launches BMC Configuration Management Policy
Manager
TMS_OUT_CMS_REMOTECTRL Launches BMC Configuration Management
Remote Control
TMS_OUT_CMS_REMOTESCRIPT Launches BMC Configuration Management
Remote Script
TMS_OUT_CMS_VERIFYTASK Launches BMC Configuration Management Verify
Task
TMS_OUT_GET_DATA Queries form for data
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Description
Command
Direction
Operation Type
Command Type
Description
Enter a description.
Selection Type
Select Event.
Status
Select a status.
5. Click Save.
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Description
Command
Parameter
Type
Data Type
Mode
Status
Description
6. Click Save.
Field
Description
Select the application you registered on the Application Registry form. See Registering
applications.
3.
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App
Registry
Name
Command
You can use the selected command or select a command that you defined.
Status
Select a status.
Order
Specify the order in which the parameters are used. The order is necessary for URL
type commands.
Note: By default, the order is zero.
Name
Select the parameter name. The menu list values are derived from the
Parameters form.
Type
Data Type
App
Interface
Form
Select the form name or enter it manually. The form name that you select should
match the value of the Interface Form field, which you specified on the Application
Registry form, for the registered application.
Field
Name
Field ID
Enter the field ID of the field you selected for the Field Name field. If you selected a
registered field from the Field Name menu list, this field is automatically filled. You can
also enter this value manually.
4. Click Save.
Tip
To delete a command parameter mapping, select one from the table, and click Delete.
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Description
Status
Selection
Type
Module
Name
Form Name
Select Fields
From
Menu Label 1
Select the field that will be used. This is the display name of the field.
Submitter
This is a system-generated field that is filled with the user's logon name.
Description
Notification Event
Menu Value 1
Enter the value of the field selected for Menu Label 1. This is the stored value of the field. In some cases, it might be the
same value as Menu Label 1.
Menu Value 2
Menu Order 1
Specify the order for this menu item as it will appear in the list.
Selection Code
Locale
SchemaId
This is a read-only field that shows the schema ID of the underlying form.
Field ID
Entry Mode
Default Value
Description
5.
BMC Service Request Management 8.1.01
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5. Click Save.
Note
This information is important if you use BMC Service Request Management with custom applications.
Target data for Work Orders is provided by default with the installation of BMC Service Request
Management. For the BMC Change Management and BMC Incident Management applications, the data
is provided with the integration installer. If you are not defining target data for a third-party application
to work with BMC Service Request Management, skip to Defining application object templates.
Description
Status
Registered
Application
The registered application to which the answer is pushed. This is the value you specified for the Registry Name field on
the Application Registry form.
The field that will store the data. This is a field that you registered in Registering the form fields for the application for
question field mapping.
Description
Description
Field ID
Field
Length
Lets you define the length on the fulfillment application. The value in this field is used to truncate the value to match the field
length on the fulfillment application before passing it to the CAI. If the truncation occurs, the worklog is added to the service
request with the following information:
Application
Field name
Length
Value
Note: Not all the fields in the Work Order application, nor any of the fields in the BMC Change Management or BMC
Incident Management applications, are defined with Field Length settings out-of-the-box. If you are passing data from
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Field name
Description
BMC Service Request Management to a fulfillment application, 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, because data
from one of the fields in the service request is too long. See Troubleshooting.
Prepopulate
Mode
Choose an option for the field that stores the answer to hold if a user does not answer the question, if the question is not
visible to users, or just as a placeholder. The choices are:
Default/User Entry A default value is stored in the field. If you select this option, enter a default value in the
Prepopulate Value field. If you select the Default/User entry mode, any value defined here is not used in the Request
Entry console.
Predefined A predefined value is stored in the field. If you select this option, enter a predefined value in the
Prepopulate Value field. If you select the predefined populate mode, the value defined here is used in the Request
Entry console.
System Generated A system generated value is stored in the field (for example, from the workflow). If you select this
option, the Prepopulate Value field is dimmed. The answer is generated by the fulfillment request.
No default configuration data is providing using the System Generated prepopulate mode.
Prepopulate
Value Type
Select the type of menu that will be attached to the Prepopulate Value field. The options are:
Keyword A menu list containing AR System keywords appears next to the Prepopulate Value field.
BMC Service Request Management fields A menu list containing fields from registered BMC Service Request
Management application forms appears next to the Prepopulate Value field. The menu list values come from the
SYS:Form Field Selection form, when the Selection Type is set to BMC Service Request Management Field Mapping.
None Users will enter a value in the Prepopulate Value field.
repopulate
Value
Select or enter the prepopulated value if you selected default or predefined for Prepopulate Mode. The menu attached to the
Prepopulate Value field also depends on your selection for the Prepopulate Value Type field.
Prepopulate
Value Field
ID
Required By
Application
Specify whether this field is required or optional. If this field is required, a user must supply an answer for the question when
submitting a service request. The default setting is No.
0-Len Char
Abbreviation for zero-length character field. If you specify Yes, you allow the character field to be unlimited length for users
to add input.
Mode
Specify how you to handle the target data in the Registered Application:
Pull Pulls the task data from the registered application for use by the data input definitions.
Push Pushes the task data to the registered application.
Get Retrieves the task data from the registered application. The default setting is Pull.
Note: Only the Pull mode is currently supported.
Exposed To
Template
Specify whether to expose the target data when you associate it to AOTs. The default setting is Yes.
5. Click Preview to view how the question and answer format will appear to users.
6. Click Save.
Note
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When BMC Service Request Management data (from user input to questions or target data from
configuration) is passed to the fulfillment applications, not all applications process this data in the
same way. In BMC Incident Management and BMC Change Management, BMC data takes
precedence over the template data. However, for Work Orders, the values from work order
templates takes precedence over SRM data.
SRM_RequestInterface_Create_WS
Request_Submit_Service
Note: On Behalf Of rules must be configured for this function.
SRM_RequestInterface_WS
Request_Modify_Service
Request_Query_Service
Request_QueryList_Service
Request_Submit_Service
Use the Request_Submit_Service function to create and submit service requests. The following tables list the
values required to submit a service request through the SRM:RequestInterface_Create form.
Note
Service requests generated from the Request_Submit_Service function are validated against On Behalf
Of (OBO) rules. To use this function, an OBO rule must be configured so that the Requested By user can
submit a service request on behalf of the Requested For user.
For information about configuring OBO rules, see Creating on-behalf-of definition rules.
The following table lists the required fields if you are using web services or an interface form. A record is not
created if the required field values are NULL.
Note
Service request definitions (SRDs) that have questions associated with them are not currently supported
because no mechanism exists to gather the responses to questions through the web service interface.
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Database field on
interface form
Notes
Company
Company
TitleInstanceID
TitleInstanceID
Instance ID of the service to be requested. An interface must be built for users to easily obtain this
value from the SRD.
Source_Keyword
Source Keyword
Login_ID
Login ID
Add_Request_For
The interface form has the following attributes for the Requested For field on the interface form:
Individual (the default)
Organization
Department
Company
One of these attributes must be passed through the web service.
Impact
Impact
The interface form has the following attributes for the Impact field on the interface form.
1-Extensive/Widespread
2-Significant/Large
3-Moderate/Limited (the default)
4-Minor/Localized
One of these attributes must be passed through the web service.
Urgency
Urgency
The interface form has the following attributes for the Urgency field on the interface form.
1-Critical
2-High
3-Medium (the default)
4-Low
One of these attributes must be passed through the web service.
Status
Status
The interface form has the following attributes for the Status field on the interface form.
Draft
In Cart
In Review
Submitted(Default)
Pending
Waiting Approval
Initiated
In Progress
Completed
Rejected
Cancelled
Closed
AppRequestSummary
AppRequestSummary
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Database field on
interface form
Notes
The Title of the SRD must be passed through the AppRequestSummary field of the web service. The
Summary field on the service request stores this value.
The following table lists optional input field values. These fields are not required to create an entry.
Optional input field values
Web service field
Details
Details
Status_Reason
Status Reason
Middle_Name
Middle Name
Phone_Number
Phone Number
Internet_E-Mail
Internet E-Mail
Organization
Organization
Department
Department
z1D_WorkInfoDate
z1D_WorkInfoDate
z1D_WorkInfoCommunicationSource
z1D_WorkInfoCommunicationSource
z1D_WorkInfoSummary
z1D_WorkInfoSummary
z1D_WorkInfoDetails
z1D_WorkInfoDetails
The following table lists the fields set by workflow. Input fields (required and optional) trigger the workflow to
generate the values in the fields. When you use web services, these fields are not exposed.
Fields set by workflow
Web service field
Field value
Short_Description
Short Description
"."
Source Keyword
Notes
Web Service
Submitter
Submitter
$USER$
login_ID
z1D_Action
z1D Action
Summary
OfferingTitle
Impact
Impact
3-Moderate/Limited
Urgency
Urgency
3-Medium
Status
Status
Draft
CREATE
Filled in with "SRD Title"
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Field value
Requested For
Individual
Login ID
$USER$
Notes
Categorization_Tier_1
Categorization Tier 1
Categorization_Tier_2
Categorization Tier 2
Categorization_Tier_3
Categorization Tier 3
Submitter
$USER$
Request Type
Standard
First_Name
First Name
Last_Name
Last Name
Location_Company
Location Company
z1D_WorkInfoType
z1D_WorkInfoType
General Information
z1D_WorkInfoSecureLog
z1D_WorkInfoSecureLog
Yes
z1D_WorkInfoViewAccess
z1D_WorkInfoViewAccess
Public
Request_Modify_Service
Use the Request_Modify_Service function to modify service requests. Specify values in the corresponding web
service fields for the fields in a form to modify form entries.
Note
Work Info entries cannot be added by using the Modify interface.
Warning
If you specify a null value, the null value overwrites the value currently in the form.
To modify a service request through the Request_Modify_Service function, the InstanceID field must include the
Instance ID of the entry that is to be modified.
You can modify service request records only through web services (not through interface forms).
The following values can be modified through the Request_Modify_Service function:
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Actual_Cost_currencyValue
Assigned_Support_Company
Assignee
Company
Customer_Department
Customer_Internet_E-mail
Customer_Middle_Name
Customer_Phone_number
Department
Estimated_Cost_currencyCode
Estimated_Cost_currencyValue
Impact
Last_Name
Location_Company
Navigation_Tier_1
Navigation_Tier_3
Organization
Region
Request_Manager_Group_ID
Request_Number
Site
SLA_Responded
SLM_LookupTblKeyword2
Status
Summary
Urgency
Assigned_Group
Assigned_Support_Organization
Assignee_Group
Customer_Company
Customer_First_Name
Customer_Last_Name
Customer_Organization
Date_Required
Details
Estimated_Cost_CurrencyConversionDate
First_Name
Internet_E-mail
Location_Address
Middle_Name
Navigation_Tier_2
Next_Target_Date
Phone_Number
Request_Manager
Request_Manager_Login
Request_Type
Site_Group
SLM_LookupTblKeyword
SLM_Status
Status_Reason
Total_Escalation_Level
Note
No returned value exists to signal that a record has been modified.
Field value
Notes
Request_Number
Qualification
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Actual_Cost_currencyCode
Actual_Cost_currencyValue
Assigned_Support_Company
Assignee
Company
Customer_Department
Customer_Internet_E-mail
Customer_Middle_Name
Customer_Phone_number
Department
Estimated_Cost_currencyCode
Estimated_Cost_currencyValue
Impact
Internet_E-mail
Location_Address
Middle_Name
Navigation_Tier_2
Next_Target_Date
Phone_Number
Request_Manager
Request_Manager_Login
Request_Type
Site_Group
SLM_LookupTblKeyword
SLM_Status
Status_Reason
Total_Escalation_Level
Actual_Cost_currencyConversionDate
Assigned_Group
Assigned_Support_Organization
Assignee_Group
Customer_Company
Customer_First_Name
Customer_Last_Name
Customer_Organization
Date_Required
Details
Estimated_Cost_CurrencyConversionDate
First_Name
InstanceId
Last_Name
Location_Company
Navigation_Tier_1
Navigation_Tier_3
Organization
Region
Request_Manager_Group_ID
Request_Number
Site
SLA_Responded
SLM_LookupTblKeyword2
Status
Summary
Urgency
Functions
WOI_WorkOrderInterface_WS
WorkOrder_GetList_WorkInfo
WOI_WorkorderRelationshipInterface_WS
GetListOfWorkOrders
WorkOrder_GetList_WorkInfo
Use the WorkOrder_GetList_WorkInfo function to return a list of work info records for a list of work order entries.
The web service call is made on the WOI:WorkInfo form.
The following table lists required input values:
Required input values
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Field value
Notes
Qualification
AR System qualification
For example: 'WorkInfoType' = "General Information" AND 'Submitter' != "Remedy Application Service"
You can create a more complex qualification to filter the results further.
Field value
startRecord
N/A
maxLimit
N/A
Notes
Field on form
Notes
WorkInfoInstanceID
InstanceID
WorkInfoStatus
Status
WorkInfoType
WorkInfoCommSource
Communication Source
WorkInfoSummary
Description
WorkInfoNotes
Detailed Description
WorkOrderNumber
Work Order ID
WorkInfoSecureLog
WorkLogSubmitDate
WorkLogDate
LastModifiedDate
GetListOfWorkOrders
The following table lists the values needed to retrieve a list of work orders and their associations:
Required input values
Web service field
Field value
Notes
Qualification
AR System qualification
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Field value
startRecord
N/A
maxLimit
N/A
Notes
Output values
Web service field
Field on form
Notes
Request_ID
Request ID
Request_ID01
Request ID01
Association_Type01
Association
Type01
Lookup_Keyword
Lookup
Keyword
Request_Type01
Request
Type01
Business_Service
Business
Service
CI_DatasetId
CI_DatasetId
CI_ReconId
CI_ReconId
InstanceId
InstanceId
Product_Cat_Tier_1
Product Cat
Tier 1(2)
Product_Cat_Tier_2
Product Cat
Tier 2 (2)
Product_Cat_Tier_3
Product Cat
Tier 3 (2)
Product_Model_Version
Product
Model/Version
Product_Name_2_
Product Name
(2)
Work_Order_ID
Work Order ID
Status
Status
Status_Reason
Status Reason
Actual_End_Date
Actual End
Date
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Field on form
Actual_Start_Date
Actual Start
Notes
Date
Completed_Date
Completed
Date
Last_Modified_Date
Last Modified
Date
Scheduled_End_Date
Scheduled End
Date
Scheduled_Start_Date
Scheduled Start
Date
Submit_Date
Submit Date
Summary
Description
Priority
RequestAssignee
ASCHG
Note
BMC Remedy Action Request System server group configuration supports heterogeneous platforms for
the Action Request System server. The adapter developer should handle platform-specific dependencies
in a generic way.
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This section provides the following developer information for the Identity Request Management adapter:
Class names for the adapter
Architecture diagram for the adapter
Life cycle methods of the adapter object
IAM Request or response classes
Example of Identity Request Management for implementing a Password Change request
Code sample
Description
IDMServices
This is an interface that the adapter implements. It has life cycle methods like init, login, service, and destroy.
The Identity Request Management plug-in uses these methods whenever required.
IAMRequest
This is a base class for all request classes. It is an abstract class that contains properties like command, Identity
Request Management request ID, requestor, and recipient. Command defines the Identity Management Service to
be fulfilled in the back-end Identity Management provisioning system. For each command, a specialized request
class extends the IAMRequest base class. The Identity Request Management request ID is a GUID used to track an
Identity Management Service request. Each special request class encapsulates request details specific to that
request command.
IAMResponse
This is a base class for all response classes. It is an abstract class that contains properties like Identity Request
Management request ID, request status, error code, error message, vendor specific request tracking information (for
example, IdMRequestID). Possible values for status are IN_PROGRESS, COMPLETED, FAILED, and ERROR. For each
request command, a special response class inherits IAMResponse. Each special response class encapsulates
response details specific to that request command.
IAMPerson
This is a class used to create Identity Request Management person. The IAMPerson class encapsulates the ITSM
Person defined by the CTM:People form. It has properties like GUID, login ID, company, site, and manager. It can be
used to map Identity Management Person in the backend Identity Management provisioning system.
IDMAccount
This is a class used for representing Identity Management Account Object. IDMAccount represents a user account
owned by IAMPerson in a target system under Identity Management.
IDMAccountStatus
This is a class that extends the IDMAccount class. IDMAccountStatus is used for getting the status of an Identity
Management Account that is modified.
IDMRole
This is a class that represents the Identity Management role object on a target system under Identity Management.
IDMRoleStatus
This is a class that extends the IDMRole class. IDMRoleStatus is used to obtain the status of the Identity
Management role attached to a person.
CommandsConstants
This is an enum-type class that contains supported commands. Each of the following commands represents an
Identity Management Service:
CHANGE_PASSWORD
CONNECT_ROLES
DISCONNECT_ROLES
ENABLE_ACCOUNT
GET_APPLICATION_URL
GET_REQUEST_STATUS
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Class
Description
GET_ACCOUNT_STATUS
GET_ROLE_STATUS
LIST_ALL_IDM_ROLES
LIST_ASSIGNABLE_IDM_ROLES
LIST_ASSIGNED_IDM_ROLES
LIST_ACCOUNTS
LIST_IDM_PERSONS
RECERTIFY_IDM_PERSON
REVOKE_IDM_PERSON
SYNC_ACCOUNT
UNLOCK_ACCOUNT
VALIDATE_PASSWORD
ResponseStatusConstants
This is an enum-type class that contains status code for response objects. The responses are as follows:
IN_PROGRESS
COMPLETED
FAILED
ERROR
Note: If a specific target system is unable to process the request for that entity, the request's status becomes
FAILED. For example, a managed system is down, so it cannot process the request, but the back-end Identity
Management system creates a transaction. Identity Request Management can query for the detailed status of
a FAILED request by using transaction details (IdMRequestID). If the adapter or the Identity Management
back end cannot process the request (for example, because the adapter cannot connect to the back-end
Identity Management System), the request's status becomes ERROR. Consequently, the back-end Identity
Management system will not create a transaction.
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command, requester, on behalf of, and command-specific details. The adapter populates IAMResponse
and has the response status code, response status message, and command-specific details data. The
login method returns the LoginContext object reference.
void destroy() The plug-in calls the destroy method when the adapter object is removed. The
adapter can perform a cleanup process upon receiving a call to destroy the object.
Description
Request class
Response class
CHANGE_PASSWORD
RequestChange
ResponseChange
PasswordVO
PasswordVO
RequestChange
ResponseChange
IDMRolesVO
IDMRolesVO
RequestChange
ResponseChange
IDMRolesVO
IDMRolesVO
RequestEnable
ResponseEnable
AccountVO
AccountVO
RequestStatusVO
ResponseStatusVO
This command gets a status of all accounts that were updated (for example,
change password of account, enable accounts, and so on).
RequestStatusVO
ResponseAccount
_STATUS
GET_ROLE_STATUS
This command gets status of all Roles that were assigned to a person.
RequestStatusVO
CONNECT_ROLES
DISCONNECT
_ROLES
ENABLE_ACCOUNT
GET_REQUEST
_STATUS
GET_ACCOUNT
StatusVO
ResponseIDM
RoleStatusVO
GET_APPLICATION
This command initializes an authenticated session for SSO, and gets a fully
composed Identity Management application URL. Identity Request
Management will launch this URL in a browser window to launch the
corresponding Identity Management application in the context of the
Identity Management person being served.
RequestURLVO
ResponseURLVO
RequestAccount
Response
ListVO
AccountListVO
LIST_ALL_IDM
This command gets a list of all Identity Management roles that can be
RequestIDMRole
ResponseIDM
_ROLES
ListVO
RoleListVO
LIST_ASSIGNABLE
RequestIDMRole
ResponseIDM
_IDM_ROLES
ListVO
RoleListVO
_URL
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Command
Description
Request class
Response class
RequestIDMRole
ResponseIDM
ListVO
RoleListVO
RequestIDMPerson
ResponseIDM
ListVO
PersonListVO
This command recertifies the Identity Management person for a new period.
RequestRecertify
ResponseRecertify
IDMPersonVO
IDMPersonVO
RequestRevoke
ResponseRevoke
IDMPersonVO
IDMPersonVO
RequestSync
ResponseSync
AccountVO
AccountVO
This command unlocks the list of accounts for the Identity Management
person on the target system.
RequestUnlock
ResponseUnlock
AccountVO
AccountVO
RequestValidate
ResponseValidate
PasswordVO
PasswordVO
This command gets a list of all Identity Management roles that can be
assigned to an Identity Management person that is not already assigned to
an Identity Management person.
LIST_ASSIGNED
_IDM_ROLES
LIST_IDM_PERSONS
RECERTIFY_IDM
_PERSON
REVOKE_IDM
_PERSON
SYNC_ACCOUNT
UNLOCK_ACCOUNT
VALIDATE_PASSWORD
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account list and new password for changing the password. IAMResponse is typecasted to
ResponseChangePasswordVO, and an appropriate response status is set.
iamResponse This is the IAMResponse object. The plug-in creates a specific response object and
passes it as an argument to the service methods. Third-party developers must initialize this response
object with proper values (for example, response status and response data).
ILoginContext This is the login context that was received from the login method.
destroy() This method is used for releasing the allocated resource.
Code sample
The following code example shows how to implement code for a password change request:
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}
case LIST_ACCOUNTS:
RequestAccountListVO requestAccountList = (RequestAccountListVO) iamRequest;
ResponseAccountListVO responseAccountListVO = (ResponseAccountListVO) iamResponse;
.
.
.
case VALIDATE_PASSWORD:
RequestValidatePasswordVO requestValidatePassword = (RequestValidatePasswordVO) iamRequest;
ResponseValidatePasswordVO responseValidatePassword = (ResponseValidatePasswordVO) iamResponse;
.
.
.
case CHANGE_PASSWORD:
RequestChangePasswordVO requestChangePassword = (RequestChangePasswordVO) iamRequest;
ResponseChangePasswordVO responseChangePassword = (ResponseChangePasswordVO) iamResponse;
iamResponse.setIAMRequestId(iamRequest.getIAMRequestID());
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13 Troubleshooting
This section provides information about troubleshooting this release. It contains the following topics:
Troubleshooting the installation, migration, or upgrade
Working with logs
Troubleshooting Identity Request Management issues
Troubleshooting processes related to a service
Troubleshooting localization
Troubleshooting SRD ID number generator conflicts on the production server: 8.1.01 and later
BMC Service Request Management Maintenance tool
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If a problem occurs
If you encounter ERROR 90 during execution of default currency, the installer stops running. You must:
Restore the BMC Remedy AR System server to the state before running the installer.
Resolve the cause of ERROR 90.
Run the installer again.
Note
For CAI, ensure that the CAIPlugin.jar and ITSMCommonUtils.jar files are in the <programFilesPath>\BMC
Software\ARSystem\pluginsvr\cai folder. For ARDBC, ensure that the Query.jar and
ITSMCommonUtils.jar files are in a folder called qry under .../BMC Software/ARSystem/pluginsvr.
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Note
Plug-in entries in the ar.cfg file must be enclosed in double quotes.
3. (UNIX) Add the Plugin and Plugin-Path entries to the ar.conf file
For example, on a UNIX server add the following entries to the ar.conf file:
Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI pluginServerHost:plugin server port
Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY
pluginServerHost:plugin server port
Plugin: /fullPathToPlug-in/libcaieventcmd.OS
Plugin: /fullPathToPlug-in/libardbcquery.OS
Plugin: /fullPathToPlug-in/libarfcbdata.OS
Plugin: /fullPathToPlug-in/libNextId.OS
Plugin-Path: /fullPathToPlug-in/Shared_Components/bin
In the syntax, OS is a mnemonic of the UNIX server type (a for AIX, sl for HP-AIX, or so for Solaris or
Linux).
4. For CAI, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:
<plugin>
<name>REMEDY.ARF.CAI</name>
<type>FilterAPI</type>
<classname>com.bmc.itsm.cai.filterapi.cai.CAIFilterPlugin</classname>
<pathelement type="path">...full path to... /ARSystem/pluginsvr/cai</pathelement>
<pathelement type="location">...full path to.../ARSystem/pluginsvr/cai/CAIPlugin.jar</pathelement>
<pathelement type="location">...full path
to.../ARSystem/pluginsvr/cai/ITSMCommonUtils.jar</pathelement>
<userDefined>
<server_name>ar server hostname</server_name>
<server_port> ar server port number</server_port>
</userDefined>
</plugin>
For ARDBC, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:
<plugin>
<name>REMEDY.ARDBC.APPQUERY</name>
<type>ARDBC</type>
<code>JAVA</code>
<filename>...full path to.../ARSystem/pluginsvr/qry/conquery.jar</filename>
<classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
<pathelement type="path">...full path to... ARSystem/pluginsvr/qry</pathelement>
<pathelement type="location">...full path to... ARSystem/pluginsvr/qry/conquery.jar
</pathelement>
<pathelement type="location">...full path to...
ARSystem/pluginsvr/qry/ITSMCommonUtils.jar </pathelement>
<userDefined>
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<logger name="com.bmc.itsm.cai.filterapi.cai">
<level value="warn"/>
</logger>
<logger name="com.bmc.itsm.conquery.ardbc.conquery">
<level value="warn"/>
</logger>
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To view the logs, open the BMC Service Request Management Maintenance tool and then use the log viewer, as
described in the following topics:
Opening the BMC Service Request Management Maintenance tool
To view installation and uninstallation log files in the log viewer
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The general format of all the log messages in the text file format is:
(<timeOfEvent>),<severityOfEvent>,<sourceOfEvent>,<eventMessageContent>
Description
LOG EVENT
PROGRESS
EVENT
Describes how much of a task is completed. These messages correspond to progress bar updates and the localized resource keys
that are used to determine messages on the progress bar.
THROWABLE
EVENT
Summary
section
Provides a summary at the end of the log that contains the same type of data shown on the installation summary panel (for example,
whether the installation was successful or unsuccessful, and if unsuccessful, what features failed to install)
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This type of message tells you which tasks ran and when they ran. For example, suppose an installation
contains several features that you can select to install. Each task encapsulates logic about one feature, so
you can see one or multiple tasks that hold all of the logic related to each feature.
The setting of installation properties
(Click the image to expand it.)
This type of message supplies the user inputs and variables from the properties that control the
infrastructure of the overall installer. A subset of the properties relate to the user inputs entered during the
installation. You can use that subset to create a silent installation options file.
General informative data
(Click the image to expand it.)
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This type of message describes significant actions that occurred during the installation (for example,
important executables that were invoked, significant changes that occurred, and the starting or stopping of
Windows services).
This type of message identifies the progress of tasks. A task encapsulates a chunk of related logic. Some tasks
execute logic that can run for hours. Progress messages give a relative measure of how much of a task has been
done. If no progress messages occur for a long period of time, it might indicate that an installation has stopped
responding.
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This type of message records exception stack traces. For example, suppose an installation runs 100 SQL
commands against a database and halfway through the installation, the database goes down. These messages are
useful when commands fail when they are expected to succeed; the messages give runtime information about
the exception scenario that occurred.
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This type of message appears at the end of an installation, upgrade, or uninstallation. It gives a log-file equivalent
of the final summary panel, indicating whether the overall installation succeeded, failed, or finished with
warnings. It provides a quick summary of whether the installed product is in a working or broken state.
Note
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If you are upgrading and you specify the same directory for your installation as you specified for your
previous installation, the contents of the old Logs directory will be backed up and placed in the BackUp
directory, and a new Logs directory will be created.
Tip
To check memory usage, use the Windows Task Manager on Windows, or the Top command on UNIX.
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./ARSystemMaintenanceTool.sh -?
Note
To unzip the BMCServiceRequestManagementLogs.zip file, use a utility such as WinZip to extract
the files, or you might receive an error.
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ProductRegistry.xml Contains the BMC Software products, versions, and features installed on the
system. Identifying the products and versions involved is an initial step for investigating issues.
OperatingSystemData.xml Contains information about the system that is relevant to the BMC Software
products. Examining this file can direct your attention to system issues, such as insufficient resources or
incompatible versions.
InstalledConfiguration.xml Contains important environment information from the last successful installation. (A
separate installing configuration XML file captures environment and user selections during a current installation
attempt.)
Note
You can use an archive utility to unarchive the files into a temporary directory to view the files collected,
but the Windows uncompress utility often gives misleading results, indicating the file is empty or is an
invalid zip file.
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Examples:
ARSystemMaintenanceTool.cmd -help
./ARSystemMaintenanceTool.sh -?
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Resolution: Map a BMC Remedy AR System user to a person in BMC Identity Enterprise SecurityStation.
9 - IRM160020E: You are trying to delete the Password Policy Text in the English
USA Locale, which is the company's default Password Policy Text. You cannot delete
it while there are Password Policy Texts for that company in other locales. First
delete all non-English USA Password Policy Text for that company.
This message appears in the Password Policy Configuration form when the user tries to delete the default
company password policy in English while there are other password policies in non-English languages.
Resolution: Delete all the password policies in all the languages for that company.
10 - IRM160021E: You must select a Password Policy Text for this action.
This message appears in the Password Policy Configuration form when the user clicks Delete Password Policy
Text without setting the Password Policy Text field for a delete operation.
Resolution: Set the Password Policy Text field to delete, and then click Delete Password Policy Text.
11 - IRM160021E: You must select a Password Policy Text for this action.
This message appears in the Password Policy Configuration form when the user clicks Update Password Policy
Text without selecting any password policy text to be updated.
Resolution: Select one of the Password Policy Text, and then click Update Password Policy Text.
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17 - IRM160030E: This request type is not supported from the IRM console.
This message appears in IRM Console when the user selects a request name that is not supported.
Resolution: Select a request that is supported by the backend application.
18 - IRM160034E: You must enter new password in order to submit this request.
This message appears in the Password Change form when the user tries to submit a request without entering a
new password.
Resolution: Enter a new password and then submit the request.
21 - IRM160037E: The user $-1$ is not registered or mapped correctly, contact your
Remedy system administrator.
This message appears under when a user is not mapped correctly to a person in BMC Identity Enterprise
SecurityStation, and the user tries to open each of the BMC Identity Management Suite links.
Resolution: Map the user correctly to a person in BMC Identity Enterprise SecurityStation.
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26 - IRM160046E: You clicked "Action" before you made a selection. Select a row
from the Exception List and try again.
This message appears on the IdM Exception Handling Console when the user clicks Action without selecting an
exception from the table.
Resolution: Select an exception from the table, and then click Action.
27 - IRM160048E: You clicked "View" before you made a selection. Select a row
from the Exception List and try again.
This message appears in the IdM Exception Handling Console when the user clicks View without selecting an
exception from the table.
Resolution: Select an exception from the table, and then click View.
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34 - IRM160061W: Select a value for the Profile field and try again.
This message appears on the Request Access Rights form when the user clicks Go without selecting any value in
the Profile menu.
Resolution: Select a value in the Profile menu and click Go.
35 - IRM160063E: Enter all the required fields and then save the record.
This message appears under one of the following scenarios:
In the Adapter Company Configuration form when the user saves the new adapter without entering
information in all the required fields.
In Services Configuration form when the user saves the new service without entering all the required fields.
Resolution: Enter all the required fields and then save the record.
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47 - IRM160089E: Your IRM privileges do not allow you to request this service.
This message appears when a user clicks any of the services without having the permissions to use the services.
Resolution: Change the permissions in the Role Access Configuration form accordingly or provide the correct
Identity Request Management role to the user.
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48 - IRM160088E: Your IRM privileges do not allow you to request this service.
This message appears when the user clicks Password Change without having the permission to use the service.
Resolution: Change the permissions in the Role Access Configuration form accordingly or give the right IRM role
to the user.
50 - IRM160083I:You cannot delete the Role that you are already connected to.
This message appears on the Request Access Service option when the user tries to select a role that is connected
to the user from the Roles table and move it to the Available Roles table.
Resolution: Do not move roles that are already connected to you. Instead, use the Remove Access Service option.
52 - IRM160098E: You need to select an account before you can submit the
request.
This message appears on the Password Change request when the users does not select the Include Person
Password check box and submits the request without selecting any of the accounts.
Resolution: Select at least one account from the Available Accounts table and resubmit.
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1 - IRM000017E Error in adapter while login; Could not connect to the IDM Suite.
The host name provided was suiteHostName and the port number was
suitePortNumber
This message appears for the following scenarios:
The BMC Identity Management Suite server is not started.
The BMC Identity Management Suite host name provided in the OS_HOST parameter of the Adapter
Configuration is incorrect.
The BMC Identity Management Suite port number provided in the OS_PORT of the Adapter Configuration
is incorrect.
Resolution: Start the BMC Identity Management Suite server.
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6 - IRM000012E Internal Error: Person ID does not exist in ESS for LOGIN ID:
<ITSM_LOGIN_ID>
This happens when the PERSON_MAPPING_METHOD is LOGIN_ID, and in the ITSM Person does not exist in the
BMC Identity Enterprise SecurityStation backend.
Resolution: Create a BMC Identity Enterprise SecurityStation person corresponding to the ITSM person.
7 - IRM000012E Internal Error: Person ID does not exist in ESS for GUID:
itsmPersonGuidValue
This happens when the PERSON_MAPPING_METHOD is GUID, and the Person GUID does not match with the
GUID in the BMC Identity Enterprise SecurityStation backend.
Resolution: The GUID for the person should be the same in BMC Remedy Action Request System and the BMC
Identity Enterprise SecurityStation backend.
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Note
If the Event Error button is enabled, it indicates that there is an error in the request that needs to
be resolved.
4. From the The Process form, click Event Error to troubleshoot the request.
5. In the Fulfillment Application Instance Detail area, verify that the correct applications are instantiated.
If the event is successful, the Application Instance Details area shows the application that created
the event, its request ID, and its current status.
5.
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If there is an error on the application instance, the event error details appear in the Event Error
Details area of the Application Instances dialog box.
6. If an event contains an error (shown in Event Error Details area), click View Events.
The Event History form appears, showing the event history of the instance. If the event ran without errors,
the entry is automatically deleted. As a result, you cannot view successful events in the Event History form.
7. Debug the error with the fulfillment applications.
Typically, you see problems with fulfillment applications if the AOTs, PDTs, or SRDs were not defined
correctly.
For example, if you create a global entitlement for an SRD that assumed specific company information,
errors might appear when the application attempts to create an entry. Users might enter invalid location
information, but the SRD requires input of a specific Region, Site Group, and Site. Using the Event History
dialog box to troubleshoot this type of error is difficult due to poor definition of the catalog entry.
Another example of poor definition of the catalog entry is adding questions that do not correctly create the
fulfillment request. If you want a user to enter the urgency of a request, make sure you specify that the
Urgency question is required and must be answered. If users ignore the question (because they thought it
was optional) and submit the request, the fulfillment application generates an error.
8. Click Retry to re-start the application instance command.
9. Close the Event History dialog box.
When you have fixed the fulfillment application error, the application generates a request ID and
automatically moves the application request into the In Progress state.
10. Close the View History dialog box.
The Request Details dialog box shows the fulfillment ID of the fulfillment application.
11. Close the Request Details dialog box.
The fulfillment application ID is generated correctly, and you can work on the request.
12. After the problem is fixed, make sure that the fulfillment worker working on the request completes it in a
timely manner.
If necessary, you can track the request to make sure it is approved by the appropriate person.
13. Track the request until its status is Completed.
Action
The fulfillment application cannot create an entry if the required fields do not
contain valid data.
1.
2.
3.
4.
5.
6.
Scroll through the Event Parameters list to find the field with the NULL value.
Enter a valid parameter value in the Param Value field.
Click Commit , and click Retry . The new parameter is processed.
Close the Event History dialog box and the Application Instances dialog box.
Refresh the request. The error code is no longer in the Event Status field.
Open the View Process dialog box to see the request that was created.
1.
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Error
Action
1. Scroll through the Event Parameters list to find the incorrect categorization
values from the request. For example, the user entered TEL as the category.
2. Remove the invalid parameter value in the Param Value field.
The fulfillment application cannot create an entry because the assignment manager
rules are not properly configured for the fulfillment application.
The application cannot create the incident because the incident template is not
correctly configured
The fulfillment application cannot create an entry because the data pushed from a
field in the request is too long. The error in the Command Automation Interface
(CAI) occurs because the field length in the request field (for example, 120
characters) exceeds the field length of the fulfillment application (for example, 100
characters). Follow these steps to correct the underlying configuration problem in
the application:
1. From the Custom Configuration tab, choose Service Request Management >
Application Configuration > Define Application Target Data, and click Open .
2. Configure the field length of the application target data to be less than or
equal to the field length in the fulfillment application.
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Error
2.
Action
You no longer see this problem when a request creates the entry. However,
you will still see a TRUNCATE WARNING message in the Work Info History.
The fulfillment application cannot create an entry because the data pushed from a
field in the request is too long. Follow these steps to correct the problem with the
request:
1. Scroll through the Event Parameters list to find the Param Name field with the
incorrect value.
2. Reduce the number of characters in the Param Value field to less than or
equal to the maximum length, for example, 98 characters.
3. Click Commit , and click Retry. The correct parameter is processed.
4. Close the Event History dialog box and the Application Instances dialog box.
5. Refresh the request. The error code no longer appears in the Event Status
field.
6. Open the View Process dialog box. You see that the request was created.
7. Close the dialog box.
8. Click the Work Info tab, and select All in the Show list.
A general information TRUNCATE WARNING message appears in the Work
Info History. This warning appears because the field length value in the
request is not within the limits specified for the field and was truncated in the
fulfillment application. Although the entry was successfully created, some
data did not flow to the fulfillment application.
You can ignore this error message. The request is not affected. You can still
complete the fulfillment application requests and the request.
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Problem
Solution
When creating PDTs, the process definition is the same across all the locales. Only the
fields that appear to users in the Visual Process Editor are localized.
The SRDs and navigational categories appear to users based on the locale fallback
The SRDs appear based on the locale fallback mechanism of BMC Remedy AR System. If
BMC Remedy AR System finds at least one SRD for the client locale, it does not display
the SRDs defined in other locales. The global SRDs were defined with a null locale value
and the new SRD was created with a locale value that matches your client locale. As a
result, only new SRDs appear. After you have chosen any type of locale option, any BMC
Service Request Management object that does not have a locale defined no longer
appears. To show the global SRDs, they must be also be localized.
The SRD and all related objects must be localized. This includes the PDTs, the
navigational categories, the questions, and the AOTs. If these are not localized, they will
not be present on the SRD for that locale.
For more information about localizing BMC Remedy AR System applications, see Localizing BMC Remedy AR
System applications.
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To correct this problem on a non-production server, you can edit SRD:CFG DefinitionNumGenerator form
records in the database directly, and then restart the server.
To correct this problem on a production server, you can do one of the following:
Ignore the error and attempt to create a new SRD The workflow will increment the SRD ID number each
time you attempt to create an SRD. Error messages will cease when the SRD ID number increments to a
value greater than the highest SRD ID number imported to the server. This method is acceptable if you
have only one or two SRD ID numbers in conflict.
Create a new record in the SRD:CFG DefinitionNumGenerator form to account for the highest imported
SRD ID number This method is a better choice if you have many SRD ID numbers in conflict and you
want to permanently eliminate the problem.
Modify the SRD ID number so that it is greater than the highest SRD ID number on the server.
Modify the InstanceID for the form record, making sure that it is unique. For example, add a
character to the InstanceID.
Note
To simplify operations such as logging and performing health checks, the BMC Service Request
Management Maintenance tool runs on the designated AR System server.
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The following sections describe the uses for the BMC Service Request Management maintenance tool and
provide some information about the other BMC Remedy ITSM Maintenance tools:
Collect and view logs
Perform a health check
Encrypt passwords
Other BMC Remedy ITSM Suite Maintenance tools
Capabilities
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Product
Capabilities
Encrypting passwords
This table lists the other maintenance tools available in the BMC Remedy ITSM Suite and what you can use them
for.
Note
For information about the Maintenance tools available with a BMC product that is not in the BMC
Remedy ITSM Suite, see the documentation for that product.
Home
Description
Affected
versions
Corrected
in
SW00424835
After an upgrade to BMC Service Request Management 8.0.00, the Ready icon is not displayed for requests
that were added to the cart in the Request Entry console before the upgrade.
8.0.00
8.1.00
SW00425317
After an upgrade to BMC Service Request Management 8.0.00, draft requests that were created before the
upgrade do not display the submitted date in the My Requests pod.
8.0.00
8.1.00
SW00428380
SW00452557
If you reinstall BMC Service Request Management to install additional languages, some of the local-specific
data is not imported. For example, names of applications in the Applications flyout menu are not localized.
8.1.00
8.0.00
8.1.01
In addition, the installer imports BMC Remedy IT Service Management integrations, which increases the
installation time.
SW00428640
If the BMC.Asset data set accessibility is not set to "writable" before installing or upgrading, and you want to
import the Sample Data, an error message is generated in the logs stating that the Sample Data did not get
imported. The message is SRM Completed with error ERROR (120124) when the SRM installer tries to import
BusinessService.
8.1.01
8.1.00
8.0.00
Workaround: Update the data set manually and import the ARX files.
SW00429628
When you upgrade from a version of BMC Service Request Management earlier than version 7.6.04, Service
Offering prices might not be displayed correctly.
SW00430184
8.0.00
8.1.00
8.0.00
8.1.00
Home
Defect ID
Description
Affected
versions
Corrected
in
8.1.00
During installation, if you enable BMC Remedy AR System Java plug-in logging, you might see an Identity
Request Management form not found error in the arjavaplugin.log file. This error comes from the
RMDY.ARDBC.IDM.PLUGIN.AGNOSTIC plug-in.
SW00430637
If you install or upgrade BMC Service Request Management 8.0.00 on a stack where the foundation is not at
version 8.0.00, following which the foundation is upgraded to 8.0.00, you have to change the value of the
Form Type field in the SHR:SchemaNames form to Staging Form for all staging form records.
8.0.00
SW00432318
On HP/UX platforms only, the IRM adapter extraction fails at the end of the installation.
8.1.01
8.1.00
8.0.00
Workaround: When installing IRM, if the adapter extraction displays the sh: ./AZExtraction.sh:
Execute permissions denied message, ignore the message and perform the following steps after the
installation completes:
1. At a command prompt, navigate to the Adapter_Extraction folder (for example,
/data1/bmc/ARSystem/irm/Adapter_Extraction).
2. Provide execute permissions to the AZ Extraction utility with the
chmod 755 /data1/bmc/ARSystem/irm/Adapter_Extraction/ AZExtraction.sh command.
3. Run the AZ Extraction utility again with the appropriate parameters.
4. If the IRM installation/AZ Extraction displays the java.lang.NoClassDefFoundError:
com/bmc/remedy/idm/brim/adapter/ utility/AdapterExtractionUtility exception in the main thread,
ensure that the system where the IRM installation and adapter extraction was initiated contains the AR
and IRM installation folders.
5. If the password for the AR Administrator user is blank, enclose the password within double quotes
when you run the utility within the SRM/IRM installer or as a stand-alone utility.
SW00433089
8.1.01
8.1.00
8.0.00
Use the Help installer to install Help on a web server with a different operating system, as explained in
Installing help.
Locate the Help files for a different operating system, and copy them to a network directory. In this
situation, users will not use the Help menu; instead they will open the helpfile.htm file from the
network directory. For information about locating the Help files on the DVD or in the download
location, see Installing help.
SW00436816
After installing or upgrading BMC Service Request Management on top of an existing BMC ITSM installation,
you might see an error message when logging in, such as:
The definition for the INT:FNDSRS:BuildQualification_WorkOrder guide cannot be
8.1.01
8.1.00
8.0.00
7.6.04
found and might be missing from the AR System server. (ARERR 9371
Workaround: After completing the BMC Service Request Management installation or upgrade, flush the Mid
Tier cache.
SW00439112
BMC does not currently support BMC Service Request Management 8.1.00 installations against remote BMC
Remedy IT Service Management applications.
Workaround: Install BMC Service Request Management 8.1.00 and BMC Remedy IT Service Management
applications on the same stack.
SW00444955
When upgrading from 7.6.04 SP4 to 8.1.00 in a server group environment, the Health Check summary does
not provide of complete list of all active links and filters.
8.1.01
8.1.00
8.0.00
7.6.04
8.1.01
8.1.00
Home
Defect ID
Description
Affected
versions
SW00445413
When you upgrade to version 8.1.00, the integration with BMC Remedy ITSM Process Designer is broken.
8.1.01
8.1.00
Workaround: Upgrade Process Designer to the latest version and the integration with BMC Service Request
Corrected
in
Management is restored.
SW00446315
If you upgrade from 7.6.04 SP2 to 8.1.00 on a stack where the foundation is not at 8.1.00, the installation
8.1.01
completes but you see data import and migration failures errors in the error log.
8.1.00
The installation is actually successful, and you can safely ignore these installation errors. However, specific
8.1.00 features will not function properly. For more information, see Version 8.1.00 features not supported
in a mixed-version stack.
SW00446863
When upgrading BMC Remedy ITSM or BMC Service Request Management to version 8.1.00 in a customized
environment, you might encounter import ERROR (48747) when the post-install union view creation record
8.1.01
8.1.00
The 8.1.00 installer does not correctly install the IRM plug-in.
Workaround:
8.1.01
8.1.00
1. Log on to the computer where IRM is installed with the Administrator permissions
2. Go to the %BMC_AR_SYSTEM_HOME%\irm\Adapter_Extraction folder.
3. Right-click and open the AZExtraction.bat file (Windows) in a text editor.
For UNIX, open AZExtraction.sh.
4. Search for the AR_API_VERSION=80_build001 set.
5. Replace 80_build001 with 81_build001.
6. Save the file.
7. Run the AZExtraction.bat file from the command line with the necessary parameters.
SW00447277
If you install BMC Service Request Management 8.1.00 and follow the workaround to install the IRM plug-in,
you see an error when you try to configure the Access Roles Configuration window (Application
Administration Console > Custom Configuration > Identity Request Management > Service Requests
Configuration > Access Roles Configuration).
8.1.01
8.1.00
Workaround:
1. Open the Server Configuration window (AR System Administration Console > System > General >
Server Information).
2. Click the Configuration tab.
3. Select Allow Unqualified Searches.
Do this temporarily. Otherwise, you can see performance problems with your AR System server.
4. Click OK.
5. Perform the IRM configuration.
6. Go back to the Configuration tab and de-select Allow Unqualified Searches.
7. Click OK.
SW00456213
When you upgrade from version 7.6.04 SP2 to 8.1, Japanese and Chinese overlays of BMC Service Request
Management form views are removed.
SW00461813
8.1.00
8.1.01
8.1.01
Home
Defect ID
Description
Affected
versions
Corrected
in
When you install BMC Service Request Management as a standalone product (without installing BMC
Remedy IT Service Management), warnings appear such as:
1] warning return code 1],Detail=[AR driver file
<InstallDirectory>\Workflow\pre_install
\8.0.00_overlay_install\applications\srm\workflow \en\RQCFiltersToBeDisabled.drm
2] warning return code 1],Detail=[AR driver file
<InstallDirectory>\Workflow\pre_install
\8.0.00_overlay_install\applications\srm\workflow
\en\RQCActiveLinksToBeDisabled.drm
3] warning return code 1],Detail=[AR driver file
<InstallDirectory>\Workflow\pre_install
\8.0.00_overlay_install\applications\srm\workflow \en\RenameForm.drm
In addition, a .def file failure warning appears for the AIS:GlobalPreferences form.
Workaround: None. You can safely ignore these warnings.
SW00464787
When you upgrade the BMC Remedy ITSM stack from version 7.6.x to 8.1.01, the BMC Remedy IT Service
Management and BMC Service Request Management upgrades might complete with warnings due to the
multi-tenancy update failing with timeout errors.
8.1.01
Workaround:
Review the records in the MSM:MigrationTask form to verify whether all the of the scripts ran successfully:
1. Search the MSM:MigrationTasks form for any Failed records as follows:
'Task Tag Group' = "Multi-Tenancy" and 'Migration Status' = "Failed"
2. For any records with a status of Failed, follow the procedures in Troubleshooting the multi-tenancy
update.
If there are no Failed records, continue with step 3.
Notes:
All records might show a status of Successful, even though there are problems with the multi-tenancy
update. Continue with the remaining steps in this procedure to complete the update.
Some records might show a status of Pending, for example, records where the Property Name ends
with _C. These records have a specific function and are expected to be in the Pending state. See the
section Updating only Field ID 112 in Managing the multi-tenancy update, and follow the procedure
to toggle associated Pending records, if applicable.
3. Search the SHARE:Application Properties form for any records showing the registration of field
permission updates. For these records, the Property Name ends with _FIELD_ID_CHANGE, for
example, REGISTER_AM_FIELD_ID_CHANGE.
a.
If there are records ending with _FIELD_ID_CHANGE for all of the installed applications,
no action is required. The MT Utility updates were successful.
If there are no records ending with _FIELD_ID_CHANGE, continue with step 4.
4. Delete all of the multi-tenancy registration records, including all records where:
Property Name begins with REGISTER_ and the Property Value is Successful , and
Property Name is REGISTER_DDM_COUNT_MT and the Property Value is an integer, and
Property Name is REGISTER_DDM_DATE_MT and the Property Value shows a current date
For example:
Home
Defect ID
Description
Affected
versions
Corrected
in
5. Manually re-run the MT Utility from the command line. For more information, see Starting the
multi-tenancy update utility manually.
6. After the MT Utility re-run is complete, search the SHARE:Application Properties form for the
registration records, including all registration records for field permission updates, DDM registration,
and SQL script registration.
The Property Value for all of the registration records should be Successful, except for the DDM
Registration records, where:
REGISTER_DDM_COUNT_MT has an integer value
REGISTER_DDM_DATE_MT has a date value
Note
The following BMC Remedy ITSM 8.1.01 installation issues also apply to BMC Service Request
Management 8.1.01. For additional issues applicable to BMC Service Request Management 8.1.01, see
BMC Remedy ITSM 8.1.01 Known and corrected issues.
Defect ID
Description
Affected
versions
SW00463181
When you perform a fresh installation or upgrade BMC Service Level Management 8.1.00 with BMC
Remedy ITSM 8.1.01, the installer panel displays the following error:
8.1.01
SW00463857
Corrected
in
If you try to upgrade or install BMC Service Level Management to 8.1.00 after BMC Remedy ITSM 8.1.01,
you will encounter following errors:
8.1.01
Home
Defect ID
Description
Affected
versions
Corrected
in
Description
Affected
versions
Corrected
in
SW00371942
The obsolete topic, "Adding new languages for integration components," appears in the offline
documentation.
8.0.00
8.1.00
SW00386807
When you export a service request definition (SRD), the related package is not exported.
8.1.00
8.0.00
7.6.04
8.1.01
SW00402329
When you install BMC Service Request Management on a BMC Remedy IT Service Management stack,
inactive summary definitions that were offline are deployed.
8.1.01
8.1.00
8.0.00
7.6.04
Workaround: Take the inactive summary definition offline after installation is complete.
SW00416454
Activity Log entries and attachments in a service request are only passed to the first-level fulfillment request
generated from the service request. For example, if a service request process creates a series or work
orders, only the first work order will contain attachments and Work Info entries from the service request.
Workaround: From the second or third-level related work order, change request, or incident, click the View
Service Request link. View attached files and Activity Log entries on the service request's Details tab.
8.1.01
8.1.00
8.0.00
7.6.04
7.6.03
7.6.00
SW00418160
The one-time cost and the recurring cost of a service are displayed in different currencies.
8.0.00
7.6.04
8.1.00
SW00418750
When you create a service marketing slide for a locale other than en_US and you use the Search field to find
the SRD to associate with the slide, when you click Select to choose the SRD, an error message is displayed.
8.0.00
8.1.00
SW00421938
You can save a work order with invalid information in the Request Assignee, Request Manager, and related
fields.
8.0.00
7.6.04
8.1.00
SW00423092
When submitting a one-time request on behalf of another user, when the submitter responds to questions
on the Provide Information form, if the SRD is configured to use the CUSTOMER logon ID for autofilling
responses, the system uses the submitter's information to autofill answers to questions in the SRD, instead
of using the On Behalf Of user's information.
8.1.01
8.1.00
8.0.00
Workaround: Use the On Behalf Of settings under Settings (gear icon) to submit requests on behalf of
another user, instead of submitting a one-time request from the Provide Information form.
SW00423726
If you rename a condition in a process definition template (PDT), the condition no longer functions.
8.0.00
7.6.04
8.1.00
SW00424695
Home
Defect ID
Description
Affected
versions
When you perform an advanced search to locate an incident or configuration item (CI) to relate to a work
order, the Customer Company does not appear on the Date Range and Location tab when you click Current
8.1.01
8.1.00
Location.
8.0.00
Corrected
in
Workaround:
1.
2.
3.
4.
5.
6.
7.
SW00424934
When you submit an issue from a Knowledge Base article in the Request Entry console, the URL to the
article is not active in the work notes of the fulfillment record.
8.1.01
8.1.00
Workaround: Copy and paste the URL into the address bar of a browser to view the article.
8.0.00
7.6.04
7.6.03
7.6.00
SW00425903
An attempt to perform a bulk export of SRDs from the Import Export console fails with an error message
stating that the script is either busy or has stopped responding.
8.1.01
8.1.00
8.0.00
Workaround: You can ignore this error message. Click Continue to proceed with running the script, or
select the Do not ask me again option on the message box and then click No.
SW00426875
When an SRD name includes parentheses, and you include parentheses in a search, the system exhibits one
8.1.01
8.1.00
8.0.00
The status of related service requests does not stay synchronized with status changes in latent change
requests.
8.0.00
7.6.04
7.6.03
7.6.00
8.1.00
SW00428120
When a change request is created from a service request by using a change template, the change class
value is set by using the default value rather than the template value.
8.0.00
7.6.04
8.1.00
SW00428518
If you use Product Ordering to request a hardware CI that is in inventory, and the change request is
cancelled, the CI is not put back into inventory.
8.1.01
8.1.00
8.0.00
Workaround: Place the CI back into inventory manually, as explained in Placing non-bulk CIs in inventory.
SW00428582
When a draft service request is opened again for completion, the Required Completion and Expected
Completion values are not recalculated based on the current date and time.
8.0.00
7.6.04
8.1.00
Home
Defect ID
Description
Affected
versions
Corrected
in
SW00429176
If you export an SRD with images attached to the Instructions field, the images are not displayed correctly
after the SRD is imported.
8.0.00
8.1.00
SW00429196
SW00428899
In Product Ordering, you cannot see milestone information for purchase requisitions (PRs) that are in
progress. You can see milestone information only when the PR is completed.
8.0.00
8.1.00
SW00429866
For an SRD with no questions defined, if you add the request to the cart, the Ready column in the Cart
Review table might show that the request requires additional information. This prevents you from
8.0.00
8.1.00
Field labels in Request Details are not displayed correctly in German and Spanish.
8.0.00
8.1.00
SW00432583
8.0.00
8.1.00
SW00433289
When creating a work order, you cannot enter part of a service name in the Service field to see a list of
8.0.00
8.1.00
matches.
7.6.04
SW00434319
The Broadcast window opens when the Broadcast Auto Popup option is set to On New Broadcast in the
Request Entry tab of the Request Preferences form. However, there are no new broadcasts.
8.0.00
7.6.04
SP2
8.1.00
SW00437623
An error occurs when you generate a survey if you resolved an incident for a user with an email address
longer than 50 characters.
8.0.00
7.6.04
8.1.00
SW00438065
If you modify entitlement rules while users are logged on, the users can see all services, not just the services
they are entitled to see.
8.0.00
7.6.04
8.1.00
SW00444032
In the Work Order Console, criteria you specify in More Filters for the Requested For user is ignored. Results
shown in the Work Orders and Tasks tables are not filtered for the Requested For user(s). In addition, when
you click Clear All in the More Filter Criteria dialog box, the Requested For information is not cleared.
8.1.01
8.1.00
SW00445161
You cannot add operational categorization information to a work order if the Contact+ field is empty.
8.1.00
8.1.01
SW00446381
Work Order form search results are not shown in colors based on BMC Service Level Management (BMC
SLM) status indicators.
8.1.00
8.0.00
7.6.04
8.1.01
SW00446498
Drop-down menus for questions that have a large number of options do not have scroll bars.
8.1.00
8.0.00
8.1.00.001
SW00446872
Service requests do not change to the Completed status because a section of the process flow that should
have been bypassed is executed.
8.1.00
8.0.00
7.6.04
8.1.00.001
SW00446887
8.1.00
8.0.00
8.1.01
SW00447094
If an SRD has a large number of questions (which results in the addition of vertical and horizontal scroll
bars), when you hide the Attachments bar or the date bar, a blank region appears below the horizontal
scroll bar.
8.1.00
8.1.00.001
SW00447349
The following error message is displayed if you access a Service Request whose description includes an
embedded hyperlink from the Browse tab of the Request Entry Console:
8.1.00
8.0.00
8.1.00.001
File not found. Either the file requested is not present or the URL supplied is
bad. (ARERR 9217)
Home
Defect ID
Description
Affected
versions
Corrected
in
SW00448425
When you view the Question Management screen of an imported SRD in the Service Catalog Manager
Console, the questions appear disordered. However, they appear in the correct order when you view them
8.1.00
8.0.00
8.1.00.001
The Summary field in backend fulfillment applications is not populated correctly from the application object
8.1.00
8.1.01
template (AOT).
8.0.00
7.6.04
SW00449417
Conditions that follow a parallel branch in a process definition template (PDT) are never bypassed, even if
they should be bypassed. All subsequent objects are evaluated instead of being bypassed.
8.1.00
8.0.00
8.1.01
SW00450121
You cannot sort the on-behalf-of search results list in the Request Entry console.
8.1.00
8.0.00
8.1.01
SW00450154
If two users share the same first name and last name and you set the user who was created second as the
Contact in a Work Order, the field's value changes to the user who was created first after you click Save.
8.1.00
8.1.00.001
SW00450236
If you hide the Required Completion Date field while creating a service request and then click Request
Again, the Provide Information screen for the new (second) service request continues to display the
Required Completion Date field.
8.1.00
8.0.00
8.1.00.001
SW00450411
SW00457166
Users can view the details of other users' requests by modifying the URL in a submission notification.
8.1.00
8.0.00
7.6.04
8.1.01
SW00450551
When two second-level navigation categories have the same name, SRDs created under one category are
visible under the other.
8.1.00
8.0.00
8.1.01
SW00450641
If you click Save as Draft while creating a service request with an attachment added to a Work Info entry,
when you finally click Submit, the Work Info entry appears twice.
8.1.00
8.0.00
8.1.00.001
SW00451322
(Cloud Lifecycle Management only) If you reject a Cloud Lifecycle Management service request in Approval
Central, or if the user cancels an unapproved service request in the My Cloud Services Console, errors
related to contract line items are reported. In addition, the rejected or canceled service request remains in
the Waiting Approval status.
8.1.00
8.0.00
8.1.01
SW00451323
8.1.00
8.1.00.001
SW00451465
In the German locale, if you view a service request that has an Activity Log entry, the English template is
used to display the entry.
8.1.00
8.0.00
7.6.04
8.1.00.001
SW00451985
The Provide Information window takes a long time to load for service requests with many conditional
questions.
8.1.00
8.1.01
SW00451987
Query menu qualifications that contain a combination of question fields and keywords in the Query Filter
do not return any menu choices from the query.
8.1.00
8.1.01
SW00452597
When a user tries to view Request Details, responses to questions do not display when the text of the
question itself is more than approximately 230 characters.
8.1.00
8.1.01
SW00453184
For a question in an SRD, if you change the accompanying radio button to a check box, or vice versa, no
questions are displayed when you view service requests that were created by using that SRD.
8.1.00
8.1.00.002
The length of the text mapped to an SR Field cannot be more than the SR Field length.
8.1.01
Home
Defect ID
Description
Affected
versions
Corrected
in
8.1.00
8.0.00
7.6.04
SW00453962
In localized versions of BMC Service Request Management, date questions do not display correctly in
SW00454899
SW00458505
service requests.
SW00454252
Records marked for deletion are not cleaned from the WOI:WorkOrderInterface_Create form.
8.1.00
8.1.01
8.1.00
8.0.00
8.1.01
7.6.04
SW00454275
8.1.00
8.1.01
SW00454566
SW00456971
You cannot submit a service request for a user that has the same First Name and Last Name as another user.
8.1.00
8.1.01
SW00454888
The German version of BMC Service Request Management has translation errors and formatting problems in
the UI.
8.1.00
8.0.00
7.6.04
8.1.01
SW00454897
8.1.00
8.0.00
7.6.04
8.1.01
SW00454967
Query menu questions do not populate if the Query Filter includes a field that is set by an action that
triggers on Open Form.
8.1.00
8.0.00
8.1.01
SW00454977
The Request Again link appears for service requests that were automatically generated by fulfillment
applications.
8.1.00
8.0.00
8.1.01
SW00455098
Email notifications do not contain data from the Impact and Urgency fields, even though those fields are
mapped in the SRD. This issue occurs when the Notify End User on Approved option is not selected (the
default). See Managing service request notifications.
8.1.00
8.0.00
8.1.01
SW00455205
Filters to clean up records are not working on some BMC Service Request Management forms such as
WOI:CFG TicketNumGenerator, SRM:CFG TicketNumGenerator, and SRM:RequestInterface_Create.
8.1.00
8.0.00
7.6.04
8.1.01
SW00455210
SW00455211
The notification sent to the Requested By person does not contain data from the Notes field in the message
body.
8.1.00
8.0.00
7.6.04
SP4
8.1.01
8.1.00.002
SW00455832
If you change the order of questions or add new questions, dependent conditional questions become
associated with the wrong parent question.
8.1.00
8.1.01
SW00455987
The following error message is displayed when you try to create an SRD approval mapping record in which
all of the fields, except Customer Information fields, use their default values:
8.1.00
8.0.00
8.1.00.002
8.1.00
8.1.01
The criteria you have specified is a duplicate, please change your approval mapping
criteria. (ARERR 2291111)
SW00456191
A user belonging to more than one support group cannot view tasks from the Show Tasks link in the Work
Order Console.
SW00456363
8.1.00.002
Home
Defect ID
Description
Affected
versions
When you use a work order template that has values mapped for all but the following fields on the Details
tab, the Details tab is not displayed when you view the Work Order later:
8.1.00
8.0.00
WO Type Field 01
WO Type Field 06
WO Type Field 08
WO Type Field 11
Corrected
in
7.6.04
SP4
SW00456697
Query menu questions are not populated if the qualification depends upon the result of another question
that has an autofill action.
8.1.00
8.1.01
SW00456714
The Reopen Service Request link appears in surveys for service requests that have a status of Closed.
8.1.00
8.0.00
8.1.01
SW00456859
When you submit a service request that had been saved as Draft, attachment entries appear twice in the
Activity Log.
8.1.00
8.0.00
8.1.01
SW00456904
When you create a service request by using an SRD, the Support Organization field in the Assignment tab is
8.1.00
8.1.00.002
incorrectly populated with the value of the Support Group field that is configured in the SRD.
8.0.00
7.6.04
SP4
SW00457085
The following error message is displayed when you create a Work Order by using a template:
8.1.00
8.1.00.002
The Request Assignee Group fields are invalid. Use the menus for the Support
Company, Support Organization, Support Group Name, and Request Assignee fields to
select this information. (ARERR 150497)
SW00457089
You cannot submit a work order when the Request Assignee field is populated from a template.
8.1.00
8.1.01
SW00457102
When you try to add an approval mapping that uses different requester information, ARERR 2291111 is
displayed: "The criteria you have specified is a duplicate, please change your approval mapping criteria."
8.1.00
8.1.01
SW00457306
In the Google Chrome browser, the Add Work Info fields are not visible on the Work Order form.
8.1.00
8.1.01
SW00457618
The out of the box (OOTB) marketing slides do not display in the Request Entry console when entitlement is
enabled and an entitlement rule is configured to use SRD Level.
8.1.00
8.0.00
8.1.01
SW00457988
Multiple service requests are created when the user clicks Save As Draft multiple times.
8.1.00
8.0.00
8.1.01
SW00458241
For SRD definitions that are imported and applied to a different company, information submitted with a
service request is not sent to the backend application.
8.1.00
8.1.01
SW00458337
Users that do not have unrestricted access cannot view the audit log for a work order.
8.1.00
8.0.00
7.6.04
8.1.01
SW00459163
If the Work Order Console is displayed on the IT Home Page as a panel, it does not show the same results as
the Work Order Console opened from the Applications fly out menu.
8.1.00
8.1.01
SW00460081
You cannot populate the Summary* field on the backend SRM:WorkInfo form with the maximum 100
characters of data, if the data requires encoding. This limitation can cause users to see errors when they try
to add such data to the Activity Log of a service request.
8.1.00
8.1.01
8.1.00
8.1.01
SW00460097
Home
Defect ID
Description
Affected
versions
Corrected
in
You cannot create a work order by using the WOI:WorkOrderInterface_Create form, because names of
companies do not appear in the Company menu for Request Assignee and Request Manager.
SW00460113
SW00461112
New items added to the cart are assigned the same request ID number as another item already in the cart.
8.1.00
8.1.01
SW00460143
8.1.00
8.0.00
8.1.01
SW00460602
The original value you select for a menu question is submitted with a service request, even if you enter a
new value or clear the original value before clicking Submit.
8.1.00
8.1.01
SW00460659
When you import SRDs and supporting data, Assignee Group values (field ID 112) are not mapped to
Assignee Groups on the target server.
8.1.00
8.1.01
SW00462040
When you open the Advanced Qualification Builder to create a custom service target for a work order, the
menus contain values for Change Management rather than for Work Order Management.
8.1.00
8.0.00
7.6.04
8.1.01
SW00462720
When you use the Data Wizard to update a user login ID, favorites for that user no longer appear in the
Request Entry console.
8.1.01
Workaround:
1. In the SRS:ServiceRequest_MyFavorites form, search for all entries that contain the old login ID in the
Submitter field.
2. Modify each entry in the search results to use the new login ID in the Submitter field.
SW00462908
You can submit a request on behalf of another user, even though the user is not entitled to the service.
8.1.00
8.1.01
SW00463741
8.1.00
8.1.01
SW00463920
In the Service Request Coordinator Console, the Required Date value is displayed in the Expected Date
column.
8.1.00
8.1.01
SW00464115
There is no link to send an email to the service request coordinator from a request.
8.1.00
8.0.00
8.1.01
Description
Affected
versions
Corrected
in
SW00461249
The BMC Service Request Management documentation does not include information about displaying
popular articles.
8.1.00
8.1.01
Home
Home
15 Support information
This topic contains information about how to contact Customer Support and the support status for this and other
releases.
Home
16 Additional resources
The following BMC sites provide information outside of the BMC Service Request Management 8.1
documentation that you might find helpful:
BMC Communities, Service Support community
BMC Support Knowledge Base, search filtered by BMC Service Request Management
BMC Educational Services, BMC Service Request Management learning path
Home
Index
8
8 1 00 16, 36
8 1 01 285
A
Access 388
Accessibility Users 389
Access Rights 339, 339
Account Request 340
Actions 469
Activity Log 285, 350, 586
Adapter 130, 187, 194, 672, 673, 674, 675
Adapter Configuration 192, 200
Additional Resources 728
Ad Hoc 335
Administration 556
Administration Console 378
Administrator 379
Adobe Flash 134
Advanced Interface Forms 252, 403, 494, 495, 501, 502, 635
Aifs 403, 407, 494, 495, 502, 635, 636
Aix 114
Analysis 690
Aots 408, 410, 424, 631
Apache 184
Appadmin 379
Application 153
Application Consoles 378
Application Licenses 83
Application Object Templates 400, 401, 408
Applications 652, 681
Application Templates 400, 401
Approval Central 642
Approval Chains 532
Home
B
Best Practice 336, 384, 400, 403, 411, 559, 629
Best Practices 69, 74
Best Practice View 182
Bmc 158
Bmc Encryption Security 132
Bmc Remedy Ar System 125
Bmc Remedy Itsm 178
Bmc Service Request Management 45, 46
Bmc Srm 16
Branch Conditions 462
Breadcrumb Bar 264
Broadcasting 345, 345, 346, 347
Broadcasts 346, 372
Browse Categories 277
Business Hours 385
Business Manager Console 154, 298, 300, 301
Business Manager Console Status 299
Business Value Concept 44
Home
C
Cai 175
Cai Integration 176
Cai Plugin 177
Calbro 57
Cancelling 337
Cart 281
Catalog 153
Categories 269, 277, 277, 395
Categorization 310
Change 491
Chat 304, 361, 363, 363, 364, 368, 370
Check Boxes 452
Cis 472
Classes 676
Classic 559
Client 121
Closing 338, 338
Code 678
Command Automation Interface 655
Commands 655, 657, 658, 659
Communicating 342
Company 479, 527
Company Navigational Categories 393
Company View 291, 480
Compatibility Matrix 59
Compression 130
Concept 48, 256, 260
Configuration 52, 54, 54, 55, 87, 88, 93, 96, 108, 114, 114, 152, 152, 156, 162, 163, 163, 171, 173, 181
, 181, 182, 194, 381, 382, 383, 384, 385, 389, 389, 404, 407, 467, 478, 493, 509, 511, 512, 515, 521, 556, 566,
570, 606, 610, 624, 627, 636, 638, 638, 639, 640, 643, 643, 645, 655
Configuration Prerequisites 373
Configuring 157, 406, 567
Configuring Adapter 197
Configuring Ar System 174
Configuring Remote Integrations 177
Console Preferences 154
Consoles 72, 153, 153, 154, 155, 183, 268, 290, 298, 299, 300, 301, 304, 304, 378, 378, 479, 589, 594, 600,
601, 605, 611, 625
Console View 480
Console Views 291
Home
Contact 565
Context Fields 621
Context Url Builder 618
Control Sa Adapter 187
Copying 284
Corrected Issues 36
Create 403
Creating 403, 494, 513
Creating Srds 432
Crystal Reports 131, 172
Ctsa 187, 188, 192, 194
Currency 680
Custom Aif Workflows 252
Custom Approval Chains 535
Custom Approvals 532
Customer 475, 564, 565
Customer Support 692, 727
Custom Integrations 646, 647, 648, 649, 649, 651, 652
Customizing 200, 646
Custom Search 358
Custom Searches 319
D
Database 179
Database Recommendations 87
Databases 88, 114
Data Flow 490
Data Flow Mapping 422
Data Management 602
Data Visualization 251
Date 458
Dates 313
Deactivating Encryption Security 133
Debug 643
Default Preferences 347
Defined Searches 318
Defining 392, 393, 475, 493
Defining Dates 313
Defining Services 53
Defining Variables 421
Definition Rules 386
Home
Definitions 471
Delete 403
Deleting 403
Deployment 488
Deployments 555
Details 312
Developer 672
Developing 646
Digital Identity Life Cycle 51
Dvf Fields 384
Dynamic 490
Dynamic Data Flow 429
E
Email 294, 310
Emailing 315
Encrypting 148
Encryption 133, 133
Entitlement Rules 515
Entitlements 55, 200, 512, 515, 516, 517, 519, 520, 553
Errors 683, 690, 691
Ess 200
Event Commands 655
Events 569, 655, 655, 657
Exporting 253, 587, 589, 594, 603, 604
Exporting Forms 180
Extracting Adapter Components 190
Extracting Ctsa Adapter 188
F
Fallback Mechanism 628
Favorites 269, 277
Feedback 288
Fields 267, 500, 509
File Systems 150
Fixed Issues 36
Flow 330
Form Definitions 180
Forms 180, 200, 556, 559, 566, 649, 660, 691
Home
Fulfilling 349
Fulfillment 347
Fulfillment Applications 348, 350, 582
Fulfillment Process 549
Fulfillment Requests 582
Functional 302, 303
Functional Roles 73, 641
Functions 304, 647
G
Generating Reports 357
Getlistofworkorders 670
Getting Started 373
Global 527
Global Navigational Categories 392
Global Search 351
Group Mappings 540, 541
Groups 315, 325, 326, 330, 344, 517
Guest User 388
H
Health Check 711
Help 138
History 603
Holidays 385
Home 183
Home Page 256
Hp Ux 134
Hub 361
Hub And Spoke 361
Hyperlinks 469
I
Ibm 114
Ibm Db2 96
Identity Request Management 130, 187, 190, 194, 197, 200, 200, 339, 638, 638, 640, 640, 642, 643, 643, 645,
649, 650, 672, 673, 676, 677, 695, 695, 703, 704
Identity Request Management Architecture 47
BMC Service Request Management 8.1.01
Home
J
Jboss 182, 194
Job Console 600
Job Console Data Management 602
K
Key Concepts 44
Knowledge Base 272
Knowledge Base Articles 272, 272, 273, 273, 273
Knowledge Base Articles User Scenario 272
L
Labels 267
Languages 627
Launch In Context 618, 618, 621, 624, 624
Launch In Context Urls 621
Ldap 651
Levels 494
BMC Service Request Management 8.1.01
Home
M
Maintenance Tool 148, 685, 692, 711
Manager 325
Mapping 465, 466, 500, 634
Mapping Data 429
Mappings 537, 537, 540, 541, 659
Menu 453, 454, 454, 457
Messages 683
Messaging 345
Methods 675
Metrics 481
Mid Tier 181, 184, 255, 384
Mid Tier Settings 383
Migration 680
Mixed Version Stack 140, 150, 254
Modify 403
Modifying 332, 334, 403
Modules 251
Ms Sql Server 93
Multi Tenancy Settings 383
Multi Tenancy Upgrade 212, 213, 237, 239, 245, 248, 249
My Requests 269
N
Navigating 264
Navigational Categories 389, 392, 393, 395, 630
Non Self Service Request 649
Non Self Services 341
Notification Engine 163
Notification Events 163
Home
Notifications 163, 166, 168, 168, 342, 344, 344, 482, 572
Notifying 342
O
Object Properties 422
Object Relationships 604
Objects 629
Odbc 651
Offline 489
On Behalf Of 278, 386, 388
Online 490
Online Help 138, 139
Open Window Action 618, 624
Options 554
Oracle 88
Overview 260
Overview Console 260, 261
Overview Console About 260
P
Packages 512, 513
Paging 315
Parameters 402, 658, 659
Password Change 340
Password Change Request 678
Password Encrypt 711
Passwords 148, 643
Patch 002 20
Patch 1 28
Patch 2 20
Patch Field 594
Pds 445
Pdt 428, 492
Pdts 251, 411, 412, 413, 415, 417, 419, 421, 422, 423, 423, 424, 424, 429, 445, 446, 587, 589, 594, 632
Pdt Search 416
People 200, 516, 566
People Qualification 516
People Vendor Form 200
Permission 67
Home
Permission Groups 67
Permissions 52, 69, 72, 161, 302, 303
Phases 537
Planning 59, 328
Pluginregistry 175
Plug Ins 681
Post Installation Tasks 137, 150, 152, 173
Pre Configuring 86
Predefined Reports 355
Preferences 153, 153, 154, 155, 288, 605, 606
Prefetch 184, 184, 185
Prerequisites 119
Private Queue 175, 175
Procedure 692
Process Definition Template 421
Process Definition Template Form 418
Process Definition Templates 411, 412, 413, 415, 419, 422, 423, 423, 424, 429, 445
Processes 707
Product Ordering 251, 279, 503, 503, 507
Profile 338
Profiles 564
Promoting 607
Publishchildren 12, 16
Q
Qualifications 518
Queries 624
Questions 285, 447, 448, 449, 450, 451, 452, 453, 453, 454, 454, 457, 458, 460, 462, 463, 466, 466, 543, 633,
634
Quick Launch 428, 443, 446
Quick Links 269, 610
Quick Start 412, 433
R
Radio Buttons 451
Range 453
Reactivating Encryption Security 133
Reassigning 327
Rebranding 611, 613, 614
Home
S
BMC Service Request Management 8.1.01
Home
Sample 78
Sample Code 678
Sample Data 74, 133, 208
Sample Data Srds 78
Sap 131
Schema 179
Search 282, 319, 329, 358, 358, 360, 625
Search Criteria 480
Searching 282, 319, 351, 358, 360, 361, 480, 480
Search Type 565
Security 132, 133, 133
Selecting Requests 277
Self Service Requests 649
Server 361
Server Host Name References 178
Server Queue 175
Service 153, 274, 320, 465, 471, 472, 475, 477, 478, 482, 493, 511, 531, 573, 575, 624
Service Catalog Manager Console 415
Service Configuration 639
Service Context 156, 157, 158, 161, 162, 306, 321
Service Marketing 607
Service Pack 1 17
Service Request 45, 48
Service Request Coordinator Console 154, 290, 292, 293
Service Request Definition 48, 53, 398, 432, 503
Service Request Definition Life Cycle 434
Service Request Designer 546, 547, 547, 549, 552, 553, 554, 555
Service Request Details 292
Service Request Fields 447
Service Request Life Cycle 48
Service Request Management 12, 45, 52, 206, 346
Service Requests 667
Service Request Status 50
Services 396, 607, 651
Service Targets 573
Setup Tasks 52
Shortcuts 183
Silent 685
Silent Install 148
Silent Installation 142, 148
Silent Mode 141, 142, 145, 146
Siltent 685
Skins 611, 613, 614
BMC Service Request Management 8.1.01
Home
Home
Sybase 108
Synchronizing Data 180
Synchronizing People Data 180
System Srds 435
T
Tags 493
Target 662
Targets 475, 477, 478, 573, 575
Task 132, 132, 255, 262, 264
Task Group 336
Tasks 325, 325, 325, 326, 326, 327, 328, 328, 329, 329, 330, 330, 331, 332, 333, 333, 334, 335, 337, 338
Task Template 336
Templates 313, 402, 403, 404, 406, 407, 495, 499, 600
Tenancy Mode 183
Testing 491
Third Party Applications 662
Time 458
Time Zone 181
Tomcat 184
Tracking 333
Transitions 524
Triggers 469
Troubleshooting 148, 680, 680, 680, 681, 683, 683, 685, 690, 691, 692, 693, 695, 695, 703, 704, 706, 706, 707,
709, 710
Truncated Data 320
Twitter 361, 363, 372
U
Udm 600, 601
Ui 264, 267
Ui Standards 267
Uninstallation Log 711
Uninstalling 150
Unix 121, 139
Unknown Users 388
Unlocking 340
Updating 178, 315, 338
Upgrade 203, 206, 250, 251, 680, 690, 691
Home
Upgrading 140, 150, 208, 212, 213, 237, 239, 245, 248, 249, 251, 252, 254, 690, 691
Url Context 618
Urls 618, 621, 624
User 302, 303
User Information 342
User Interfaces 256, 267
User Preference Records 181
User Roles 55
Users 52, 55, 342, 519
User Suggestions 293
Using 255, 255, 256, 256, 260, 261, 262, 263, 264, 267, 268, 269, 272, 272, 273, 273, 273, 274, 277, 277, 278,
279, 281, 282, 284, 285, 285, 285, 286, 287, 288, 290, 291, 291, 292, 293, 293, 293, 294, 297, 298, 299, 300,
300, 301, 301, 302, 302, 303, 304, 304, 306, 308, 310, 310, 311, 312, 313, 313, 314, 315, 315, 318, 318, 319,
320, 320, 321, 323, 324, 324, 325, 325, 325, 326, 326, 327, 328, 328, 329, 329, 330, 330, 331, 332, 333, 333,
334, 335, 336, 337, 338, 338, 338, 339, 339, 339, 340, 340, 341, 342, 342, 342, 343, 344, 344, 345, 345, 346,
347, 347, 348, 349, 350, 350, 351, 355, 355, 357, 358, 358, 360, 361, 361, 363, 363, 364, 368, 370, 371, 372
V
Validating 519
Variables 414, 421, 447, 463, 466
Vendor 651
Version Field 594
Versions 727
Viewing 282, 346
Viewing Processes 424
Viewing Request Details 350
Viewing Requests 291
Views 182, 479, 559, 651
Visual Process Editor 417, 419, 424
W
Web 651
Web Path 152
Web Services 132, 647, 652, 664, 669, 669, 670
Websphere 194
Windows 119, 121, 138, 183
Windows Shortcuts 183
Work Assignments 406, 566, 567
Work Information 474, 474
Home
X
Xml 651
Home