Self Services User's Guide

BMC Service Desk Express 9.
Self Service Desk and Client

Services Administrators
Guide
March 2008
www.bmc.com
Contacting BMC Software

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

Address
BMC SOFTWARE INC

2101 CITYWEST BLVD
HOUSTON TX 77042-2827
USA
Telephone
713 918 8800 or

800 841 2031
Fax
(01) 713 918 8000
Fax
713 918 8000
Outside United States and Canada

Telephone
(01) 713 918 8800
If you have comments or suggestions about this documentation, contact Information Design and Development by email at
doc_feedback@bmc.com.
Copyright 1998, 20042008 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent
and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and
logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the
property of their respective owners.
IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc.,
under license from and with the permission of OGC.
ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the
U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC.
Oracle is a registered trademark of Oracle Corporation.
BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is
subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted
rights notices included in this documentation.
Restricted rights legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF
THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to
restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and
DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX
77042-2827, USA. Any contract notices should be sent to this address.
Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer
Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at
http://www.bmc.com/support_home. From this website, you can:
Read overviews about support services and programs that BMC Software offers.
Find the most current information about BMC Software products.
Search a database for problems similar to yours and possible solutions.
Order or download product documentation.
Report a problem or ask a question.
Subscribe to receive email notices when new product versions are released.
Find worldwide BMC Software support center locations and contact information, including email addresses, fax
numbers, and telephone numbers.
Support by telephone or email

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

Have the following information available so that Customer Support can begin working on your issue immediately:
Product information
Product name
Product version (release number)
License number and password (trial or permanent)
Operating system and environment information
Machine type
Operating system type, version, and service pack
System hardware configuration
Serial numbers
Related software (database, application, and communication) including type, version, and service pack or
maintenance level
Sequence of events leading to the problem
Commands and options that you used
Messages received (and the time and date that you received them)
Product error messages

Messages from the operating system, such as file system full
Messages from related software
License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following
methods:
E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,

such as SupID:12345.)
In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support
center for assistance.
Submit a new issue at http://www.bmc.com/support_home.
Contents
Preface
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Available documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Chapter 1
Self Service Desk Overview
13
About Self Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About Client Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Terminology differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Functionality in the Self Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Groups and users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Record locking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Features and benefits of the Self Service Desk and Client Services . . . . . . . . . . . . . . .
Tasks to complete. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14
14
14
15
15
15
16
16
17
Chapter 2
19
Configuring Self Service Desk
Accessing the configuration and customization tools . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating a Self Service group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Giving access to the Self Service database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a new staff member to the Self Service group . . . . . . . . . . . . . . . . . . . . . .
Assigning permissions to a staff member . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing the default password for a staff member . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a client ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting up a client for Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Other configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Notification Ticker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Associating an event with an incident request . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
20
20
22
22
23
25
26
28
29
29
30
Chapter 3
31
Defining Self Service settings
Navigator Bar options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Defining various defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Defining support categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Defining Quick Ticket templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Defining client access information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Defining date and time information (Client Services only) . . . . . . . . . . . . . . . . . . . . . .
Defining email categories (Client Services only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
32
33
36
38
39
41
44
5
Defining email contacts (Client Services only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Defining languages (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Defining the security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
About the Self Service Settings window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
About the Security Settings window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Creating a security settings record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Modifying a security settings record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Deleting a security settings record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Defining system messages (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Defining system labels (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Defining system titles (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Chapter 4
Configuring Frequently Asked Questions (FAQs)
55
Defining FAQ categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Creating an FAQ category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Adding an FAQ to an FAQ category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Viewing FAQs associated with an FAQ category . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Copying FAQ category information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Modifying FAQ category information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Deleting an FAQ category record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Defining FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Creating an FAQ record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Viewing FAQ feedback and entering comments. . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Viewing and modifying FAQ feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Modify FAQ information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Deleting an FAQ record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Chapter 5
Customizing the Self Service module
65
Customization tools overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

About the Self Service Customization Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Customizable form view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Using the ToolBar window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Style and Objects toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Insert options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Property windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Guidelines for customizing components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Default forms and navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Modifying a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Creating and modifying a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Keyboard usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Customizing a Self Service form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Replacing default forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Creating a form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Adding a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Modifying a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Deleting a form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Assigning a custom form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Self Service Desk and Client Services Administrators Guide
Customizing tabs in a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating tabs in a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Secondary Navigation Link Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Action button properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Managing the Self Service Home tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Defining translated tab (navigation) labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Modifying tabs (navigation) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigning navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Unassigning navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customizing a pop-up window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Modifying a pop-up window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigning a pop-up window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Unassigning a pop-up window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
81
82
85
86
86
88
89
89
90
90
91
91
93
94
Chapter 6
95
Using the Self Service module
Self Service Desk overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Client Services overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Self Service Desk and Client Services differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Shortcut keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Logging in to the Self Service module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Registering a new client ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Retrieving your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Troubleshooting registration problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Clearing your Internet browser cache. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Self Service Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Working with incidents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
New incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Creating an incident from a Quick Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Creating an incident from a blank form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Selecting a category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Creating an incident from an alert (Client Services only) . . . . . . . . . . . . . . . . . . . 106
Adding an attachment to a record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Removing attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Viewing incidents and incident details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Viewing Quick Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Editing incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Closing an incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Reopening incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Printing an incident. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Working with service requests (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . 112
Filtering service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Viewing all service requests and service requests details . . . . . . . . . . . . . . . . . . . 113
Creating a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Closing a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Editing a service request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Reopening a service request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Printing a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Contents
Working with changes (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Viewing change requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Assessing a change request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Approving a change request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Working with purchase requests (Client Services only). . . . . . . . . . . . . . . . . . . . . . . . 120
Filtering purchase requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Viewing purchase requests details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Creating a purchase request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Selecting inventory items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Editing a purchase request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Printing a purchase request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Working with knowledge tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Using Frequently Asked Questions (Client Services only) . . . . . . . . . . . . . . . . . . 124
Using the Knowledge Search feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Working with administration tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Updating and maintaining your client information . . . . . . . . . . . . . . . . . . . . . . . . 126
Sending email to the help desk (Client Services only) . . . . . . . . . . . . . . . . . . . . . . 127
Viewing alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Alerts ticker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Alerts window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Using the Discussion Forum feature (Client Services only). . . . . . . . . . . . . . . . . . . . . 130
A typical use case scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
About the discussion forum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Viewing topics and messages for a discussion forum . . . . . . . . . . . . . . . . . . . . . . 131
Subscribing to a topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Adding new messages to a topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Replying to messages for a topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Logging off the Self Service module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Glossary
135
Index
151
Preface
This guide describes the features for the Self Service Desk or Client Services
module that install with the BMC Service Desk Express application. The Client
Services module represents an extended version of the Self Service Desk module.
The module that installs is determined by the license you purchase.
The Self Service Desk module is designed for the customer who only needs to enter
incidents. The Client Services module supports multiple languages, and is
designed for the customer who needs to enter incidents, work orders, and
purchase orders. The Client Services module also allows users to access a database
of Frequently Asked Questions (FAQs) and to maintain their client profile
information without contacting the help desk.
Audience
This guide is written for System Administrators who set up the Self Services
module, and for the users who use the Self Services module.
You can install the documentation at the same time that the application is installed.
Your BMC Service Desk Express CD-ROM contains the documentation in PDF
format that you can view or print.
Available documentation
The following table lists the documentation available for BMC Service Desk
Express.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is
available on the product installation CD, on the Customer Support website
(http://www.bmc.com/support_home), or both.
Preface
BMC Service Desk Express 9.6
You can access product Help by clicking on Help links.

Title
Description
Audience
BMC Service Desk Express Release Notes
These documents (ReleaseNotes.pdf and

ReleaseNotes.htm) contain important
information about the current BMC Service
Desk Express software release: new features,
any pre-installation requirements, known
issues, resolved issues, and documentation.
Administrators
BMC Service Desk Express Quick Install

Guide
This guide lists requirements for hardware and Administrators

software, provides procedures to quickly
install the BMC Service Desk Express software,
and lists references to other documents for
administrator tasks.
BMC Service Desk Express Installation

Guide
This guide lists the hardware and software

prerequisites and explains how to install the
application and configure its components.
Administrators
BMC Service Desk Express Administrators This guide addresses how to plan for the BMC Administrators
Guide
Service Desk Express application; configure
and maintain list options, users and groups; set
up service level agreements and knowledge
search parameters; and import client data
using the BMC Service Desk Express Active
Directory Synchronization Configuration
Wizard.
BMC Service Desk Express Users Guide
This guide describes how to create and manage Everyone

incidents, work orders, and whiteboards; set
up inventory; and manage purchase requests
(for customers with the full version of BMC
Service Desk Express only).
BMC Service Desk Express Business Rules

Administrators Guide
This guide describes setting up, configuring,

and managing business rules.
Administrators
BMC Service Desk Express Client Side

Business Rules Administrators Guide
This guide describes setting up, configuring,

and managing client side business rules.
Administrators
BMC Service Desk Express Change

Management Users Guide
This guide describes how to create, modify,

and track change and problem requests using
Change Management.
Everyone
BMC Self Service Desk Express and Client

Services Administrators Guide
This guide describes how to customize and use Administrators

the Self Service Desk or Client Services module
(Client Services is for customers using the full
version of BMC Service Desk Express only).
BMC Service Desk Express Database

Administrators Guide
This guide describes how to use the Database Administrators

Administration utility and provides schematic
views of the main components in the database.
10
Available documentation
Title
Description
Audience
BMC Service Desk Express Integration

Engine Administrators Guide
This guide addresses how to configure and

maintain integration packages and steps that
transfer data from one provider to another.
Administrators
BMC Service Desk Express Help
The Help provides procedural information to Everyone

assist you in completing tasks, and
background and overview information to help
you improve your understanding of the
concepts and structures of BMC Service Desk
Express. The Help is automatically installed as
part of the BMC Service Desk Express
application.
Preface
11
12
Chapter
This section provides information about the Self Service Desk or Client Services
module.
The following topics are provided:
About Self Service Desk (page 14)

About Client Services (page 14)
Terminology differences (page 14)
Functionality in the Self Service Desk (page 15)
Features and benefits of the Self Service Desk and Client Services (page 16)
Tasks to complete (page 17)
Chapter 1
13
About Self Service Desk

Self Service Desk or Client Services is installed when BMC Service Desk Express is
installed based on the license you purchased.
See Self Service Desk and Client Services differences on page 97 for a detailed
listing of similarities and differences between these modules.
About Client Services

Client Services is an innovative, highly flexible, web-based application that clients
use to view, create, update, and delete incident requests, service requests, and
purchase requests assigned to their account. Uses of Client Services extend beyond
the help desk arena. The following examples identify how Client Services can be
customized:
Submitting requests for medical appointments
Managing sales contacts
Registering for classes
Managing facilities
The Client Services module provides its extensive features in many languages.
Included are translated default setups in English, French, German, and Spanish.
Translated Help files are available in each language as well. If you want to offer
users additional languages, those languages can be added using the Self Service
Settings feature under the Self Service Administration header on the BMC Service
Desk Express navigator bar.
Client Services extends the features of the Self Service Desk module. See Self
Service Desk and Client Services differences on page 97 for a detailed listing of
similarities and differences between these modules.
Terminology differences
The terminology used within the Self Service Desk is slightly different than in BMC
Service Desk Express. The following terminology differences exist:
Incident forms are called Incident Requests.
Whiteboards are called Alerts.
Work orders are called Service Requests.
Purchase orders are called Order Requests.
Quick Tickets are called Common Incident Requests.
When this documentation refers to a Self Services module, it is referring to either

the Self Service Desk or Client Services module, whichever you have installed.
14
Functionality in the Self Service Desk
Functionality in the Self Service Desk

The Self Service Desk or Client Services module includes the same basic
functionality you find within BMC Service Desk Express. See the BMC Service Desk
Express Administrators Guide for a review of this functionality.
Groups and users

As with BMC Service Desk Express, groups are the basic structural element of your
system and serve as the foundation upon which many other system features
depend. To begin using Self Service Desk or Client Services, at least one group
must be created and a staff member assigned to that group. A login ID and
password are required if the Password required option was selected on the Self
Service Settings window.
Record locking
To prevent users from updating the same record at the same time, you can
implement record locking and record unlocking.
How records get locked

The record locking feature makes sure that only the first person to open an existing
record can modify its contents. When a second user tries to open that same record
before the first user has closed it, a message notifies this user that the record is in
use and opens in a read-only mode.
If a module is launched and a record is opened by a user, and then an attempt is
made by that same user to launch the same module and open the same record, then
this message appears: Record appears to be locked by you. Do you wish
to unlock it?
By default, the BMC Service Desk Express application provides record locking for
several modules. To change or add to these default settings, use the Lock
Configuration module from the System Administration header on the navigator
bar. The Lock Configuration module allows the system administrator to:
Select the modules for which record locking should be turned on.
Identify the message variables to be included in the warning message that is

generated when multiple users access the same form.
Chapter 1
15
How records get unlocked

When a record is locked, it does not automatically unlock. To manually unlock a
record, you must do the following tasks:
Use the Unlock Records module to unlock the record. The Unlock Records
module is located on the BMC Service Desk Express navigator bar under the
System Administration header.
Exit and re-launch the module to refresh and unlock the record.
Customization
In Self Service Desk, administrators can customize the interface to the individual
customer level. Default forms can be changed to adapt for use as registration forms
for training, self-service appointment scheduling for medical appointments, and
many other uses.
Features and benefits of the Self Service Desk

and Client Services
The following table lists the features and benefits of the Self Service Desk and
Client Services:
Table 1-1: Features and benefits
16
Features
Benefits
Customizable
These objects in the Self Service modules can be

customizedthe navigation, pop-up windows,
screen layout, and custom modules that you create
without requiring programming knowledge or tools.
This allows you to create the exact look and feel you
want, including adding your own logos.
Browser-based, browserindependent
Browser-based means no software required so you

can provide access to your clients without requiring
anything more than a browser and an ID. This
translates into low cost and instant access.
Three-tier data segregation
You can create unique environments individually

tailored to each of your clients at the individual,
departmental, or company level. This information is
kept separate and secure all in one system.
One-screen design
Intuitive screen design is clear and easy to use

without any special training.
Multi-language support (Client

Services only)
Navigation and form labels can be automatically

translated from one language to another allowing
you to provide multi-lingual environments. English,
Spanish, French, and German are available by
default, and other languages can easily be added.
Tasks to complete
Table 1-1: Features and benefits (Continued)

Features
Benefits
Self help (create tickets, check

ticket statuses, contact us)
Lower your call volume by allowing users to view,

create, and update information without having to call
the help desk. If users cannot locate the information
they are looking for, or need additional guidance,
they can quickly and easily email Support for
assistance.
Multi-purpose support
Client Services allows you to provide access to

service and maintenance requests, order entry, and to
update client information, creating a tighter
relationship between you and your clients.
Self registration (Client Services

only)
Clients can gain immediate access without waiting

for an account to be set up for them.
Knowledge search and FAQs
Self help through search engines and FAQs help

clients find solutions quickly and easily without
calling the help desk. This results in lower cost with
higher satisfaction. FAQs apply to Client Services
only.
Event/notification ticker
Communicate global events to users as they occur by

simply adding an entry in BMC Service Desk
Express. This information can be turned into a tickerstyle message that users can view.
Fully supported by the BMC

Service Desk Express
Management engine
Directly integrate with all BMC Service Desk Express

back-end functionality to provide an effective user
front-end to BMC Service Desk Express.
Tasks to complete
Verify that the following activities have been performed in BMC Service Desk
Express before you begin to use the Self Service module:
Quick ticket templates or common incidents are designed to simplify the task
of creating incidents. Before you begin to work in the Self Service module, verify
that quick ticket templates already exist in the BMC Service Desk Express
product. If no templates exist, they must be created before you can begin to
create an incident from a quick ticket template. See the BMC Service Desk Express
Administrators Guide for information about creating quick ticket templates.
The Client Services module allows you to create incidents, service requests, and
purchase requests. A client and category are associated with each of these types
of records. Client and category records should be set up in BMC Service Desk
Express before you start to use the Self Service module. For more information
about creating client records, see the BMC Service Desk Express Users Guide. For
more information about creating category records, see the BMC Service Desk
Express Administrators Guide.
Chapter 1
17
18
Incidents can be created from an event (also called a whiteboard). For an event
to be accessible from a Self Service module, the Display in Self Service check box
must be selected on each Whiteboard window. If you intend to use events to
create incidents, be sure events have been selected for viewing in the Self Service
module.
Discussion forums are now available in BMC Service Desk Express that allow
users to subscribe to different discussion groups to collaborate and work on a
topic of choice. For a discussion forum to be accessible from the Self Service
module, the Visible in Self Service check box must be selected on the
Collaboration Forum window. For more information, see the collaborative
workspace section of the BMC Service Desk Express Userss Guide.
Windows in Self Service are customizable. You should have already completed
the appropriate customizations to either the forms, navigation, or pop-up
windows. For more information, see Chapter 5, Customizing the Self Service
module on page 65.
Most importantly, be sure you have defined the settings you want to use to
govern the Self Service module. This specifically includes the categories, email
categories, quick tickets templates, and email contacts. See the BMC Service Desk
Express Administrators Guide for instructions if necessary.
Chapter
The Self Service modules (Self Service Desk or Client Services) allow you to extend
tools to external and internal users to assist them in entering their own incidents
into the system. During the BMC Service Desk Express installation, a separate
directory is created for the Self Service module (HelpDesk is the default).
Accessing the configuration and customization tools (page 20)

Creating a Self Service group (page 20)
Giving access to the Self Service database (page 22)
Changing the default password for a staff member (page 25)
Creating a client ID (page 26)
Setting up a client for Change Management (page 28)
Other configurations (page 29)
Chapter 2
19
Accessing the configuration and customization

tools
After BMC Service Desk Express is installed, you can access the configuration and
customization tools from the Self Service Administration header on the navigator
bar. This area allows you to:
Define the default login ID for accessing Self Service Desk or Client Services and
the default options you want to make accessible to the user.
Define the security settings.
Customize the forms, navigation, and pop-up windows.
Before you start the Self Service default configuration activities, you must:
Create a Self Service group. Groups are basic to BMC Service Desk Express.
Create and assign a staff member with system administrator privileges to the
Self Service group.
NOTE
This staff member is not designed to function as a real person. It is simply an
account that allows Self Service to communicate with the BMC Service Desk
Express database.
Creating a Self Service group

To begin using the Self Service module, you must create a client ID for each user
who you expect is going to use the Self Service module. Clients should be assigned
to groups.
Creating a group is a two-step process:
Step 1 Create the group.
Step 2 Assign permissions to the group. You can assign the default permissions or modify
these permissions for a group.
Name the group with a name that indicates the group is a Self Service Desk or
Client Services group, for example, Self Service Desk or Client Services.
NOTE
The Self Service group should not be segregated in the database. If the Self Service
group is segregated, the user might encounter problems logging on to the Self
Service module.
20
Creating a Self Service group
X To create a new group

1 In BMC Service Desk Express and from the System Administration header on the
navigator bar, click Groups.
The Group window appears.

Figure 2-1: Group window
2 In the Group ID box, type a unique alphanumeric identifier (for example, Self
Service Desk or Client Services).
3 In the Location box, type the physical location from which this group operates.
4 To define the current group as a child to a parent group, click the drop-down
arrow and select the parent group.
5 In the Comments box, type any comments you want to save with the current group
record (for example, information about how this group is set up, about
permissions, and so on).
6 On the toolbar, click Save.

7 On the menu bar, click Actions, then Set Group Permissions.
The Permissions window appears.

8 Do one of the following tasks:
Keep the default permissions assigned by the system. Click OK to exit the
Permissions window.
Customize the permissions for the current group. Go to step 9.
9 For the Self Service user, be sure all permissions check boxes are selected (most are
selected by default).
Chapter 2
21

10 Click Apply.
Most check boxes on the window appear dimmed.

11 Click OK.
Giving access to the Self Service database

To give access to the Self Service database, you must add a new staff member to
the Self Service group. This staff member functions as the system administrator or
group administrator for the Self Service module.
Adding a new staff member to the Self Service group

X To add new staff member to the Self Service group
1 In BMC Service Desk Express and from the System Administration header area on
the navigator bar, click Groups.

The Group window appears.
2 On the toolbar, click Find.
The Select From Groups window appears.

3 Double-click the name of your Self Service group.
4 The Group window reappears.
The name of the Self Service group appears in the Group ID box.
5 In the details area at the bottom of the window, right-click to access a menu and
click Add New Staff to Group.

The Staff window appears.
6 In the Personnel Information area, fill in the following information:

a Login IDType a unique alphanumeric identifier for the staff member.
NOTE
This login ID and the group name must be different.

A Self Service user sees this login ID in the Support Staff column in the incident
request details section on the Incident Request form. This login ID is used often
to configure Self Service in the future, and is used repeatedly by BMC Service
Desk Express processes.
b PhoneType the telephone number of the staff member.
c Ext.Type the extension of the staff member.
d First NameType the first name of the staff member.
e Last NameType the last name of the staff member.
22
Giving access to the Self Service database

f EmployerType the name of the staff members employer.
g Job FunctionClick the button next to this box and select the appropriate role
or title of the staff member.
h # of Incidents AssignedThis read-only box tracks the number of incidents
assigned to the current staff member.
7 In the Communication Information area, fill in the following information:

a Work ScheduleClick the drop-down arrow and select the appropriate work
schedule for the staff member.
b Time ZoneClick the drop-down arrow and select the appropriate time zone in
which the current staff member is located.
c FaxType the fax number for the staff member.

d Email AddressType the email address for the staff member.
The Group window reappears.
Assigning permissions to a staff member

1 From the Staff tab in the details area at the bottom of the window, double-click the
staff record to which you want to assign permissions.

2 On the Actions menu, click Set Staff Permissions.
The Select From Staff window reappears.

3 Double-click the appropriate Self Service staff record. This second selection is
necessary in case a staff member is assigned to more than one group.
Chapter 2
23
The Permissions window appears.

Figure 2-2: Permissions window

If you want to
Then
Keep the default permissions

assigned by the system.
Click OK to exit the Permissions window.
Customize the permissions for this Go to step 5.

group.
5 For the Self Service user, make sure all permissions check boxes are selected (most
are selected by default). Also select the Group Administrator and System
Administrator check boxes.
6 Click Apply.
Most check boxes on the window appear dimmed.

7 Click OK to exit the Permissions window.
The Staff window reappears.

The Group window reappears.
24
Changing the default password for a staff member
Changing the default password for a staff

member
The default Login ID is MAGIC. The default password is magic. BMC recommends
you change the default password to a different password.
NOTE
BMC Service Desk Express does not permit users (including System and Group
Administrators) to modify their own login IDs.
X To change the default password for a staff member

1 In BMC Service Desk Express, and from the System Administration header on the
navigator bar, click Staff.

The Select Staff window appears.

3 Double-click the Self Service staff record for which you want to change the default
password.
The Staff window reappears and fills in with information from the selected staff
record.
4 On the Actions menu, click Staff Availability.
The Staff Availability window appears. The read-only boxes fill with information
from the selected staff record.
5 Click Change Password.
The Change Password for User window appears.

Figure 2-3: Change Password for User window
6 In the New Password box, type the new password.

7 In the Confirm New Password box, re-type the password you typed in the New
Password box.
Chapter 2
25

A confirmation message appears and indicates the password is successfully

changed, and that the staff member must log off and log in using the new
password.
NOTE
The staff member for which the password has changed should be notified to log
off and log back on to the system with the new password.
9 Click OK to exit the message window.
10 Close the Change Password window.
You can change the password information for a staff member as often as necessary.
Creating a client ID
The Self Service module is a client-based module. That means a client ID is
required to log in to this module. You must create a client ID for every user who
uses the Self Service module. By default, the Password field is clear. However, this
default can be overridden so that passwords are required.
NOTE
When using the Self Service module, the terms Login ID and Client ID both
see a client ID.
X To create a client ID
1 In BMC Service Desk Express, and from the Client Management header, click
Clients.
The Client window appears.

2 In the Client Information area, fill in the following information:
a Client ID (required)Type the unique alphanumeric identifier you want to
assign to the current client record.
b PhoneType the telephone number of the client.

c Ext.Type the extension of the client.
d PositionClick the button next to this box and select the position the client
holds in the company.
e First Name (required)Type the first name of the client.

f Last Name (required)Type the last name of the client.
26
Creating a client ID
g Urgency IDClick the drop-down arrow and select the default urgency you
want to assign when creating incidents for the current client.
NOTE
You can associate an Urgency ID with a whiteboard, category, company,
department, or client. If you specify a duration on the priority record, the due date
is calculated and fills in the Due Date box whenever the current client is selected
on an incident form.
3 In the Company Information area, do the following tasks:
a To segregate data by company, click the Company ID drop-down arrow and
select the company where the client works. The adjacent read-only box fills in
when the company ID is selected.
b To segregate data by department, click the Department ID drop-down arrow
and select the department where the client works. The adjacent read-only box
fills in when the department ID is selected.
4 In the Address Information area, type in the following information:

a BuildingName of the building where the client works.
b Mail DropMail drop of the client.
c Room/CubeLocation in the building where the client works.
d AddressMailing address of the client.
e CityName of the city where the client resides.
f StateName of the state where the client resides.
g Postal CodePostal code where the client resides.
h Email AddressEmail address of the client.
i FaxFax number of the client.
j Automatically display comments when opening IncidentSelect this check box
if you want a Client Comments window to appear when an incident with the
current client assigned is opened. Any comments assigned to the client appear
in the Client Comments window.
5 In the Self Service Support Staff section, click the Staff ID, and select a login ID for
a staff member.
The client ID is linked to the selected staff ID. For more information, see Setting
up a client for Change Management on page 28.
NOTE
This step is required to allow clients to assess and approve change requests in
Client Services. Because a staff ID can be assigned to multiple groups, if any
associated group allows that staff ID to approve or assess changes, the client ID
linked to that staff ID is granted those permissions.
Chapter 2
27
Setting up a client for Change Management

If a client is assigned to a change assessment or change approval role in BMC
Service Desk Express, then you must create a staff ID for that client and link it to
the client ID.
For example, Jane Smith is a client who can assess change requests. Her client ID
is JANESMITH. She has a staff ID that is also JANESMITH and that is a member of
the group CHANGE ASSESS. Her staff ID is linked to her client ID so that she can
see and assess change requests in Client Services.
The Change tab is only visible in Client Services when a client ID has been assigned
change assessment or approval permissions.
IMPORTANT
If the staff ID is not assigned to a group, the client cannot view approvals or
assessments in Client Services, even if the client ID and staff ID are linked.
NOTE
BMC recommends that you link one client ID to one staff ID. If you link multiple
clients to one staff ID, you cannot track which client assessed or approved a change
request.
X To set up a client for Change Management

1 In BMC Service Desk Express, create a staff ID and assign it to a group.
This group can be one created specifically for change management. For more
information, see Setting up the system in BMC Service Desk Express
Administrators Guide.
2 Create a client ID.
See Creating a client ID on page 26.

3 In the Client form, link the staff ID to the client ID.
a In the Self Service Support Staff section, click the Staff ID button.
The Select Staff window appears.

b Double-click a login ID for a staff member.
The client ID is linked to the selected staff ID.

4 Save the records.
28
Other configurations
Other configurations
The following features are available to Self Service module users:
Notification Ticker
Events (Whiteboards)
Notification Ticker
The Notification Ticker available in BMC Service Desk Express is also available in
the Self Service module, and is intended to make announcements related to global
problems, such as an email server that is no longer work, or events, such as a
company picnic.
The content of the notification ticker is created and controlled using the
Whiteboard option on the BMC Service Desk Express navigator bar. Whiteboard
notices, by default, are not available to Self Service module users unless designated
to appear there.
Figure 2-4: Display in Self Service Check Box on the Whiteboard window
Chapter 2
29
The Display in Self Service check box on the Whiteboard window must be selected
for Self Service module users to be able to view notification tickers used in BMC
Service Desk Express. If multiple whiteboard notices are selected, multiple
whiteboards (events) appear in the Self Service module.
NOTE
When multiple whiteboards are selected, these messages appear one after the
other in the ticker area in the Self Service module. Be careful when selecting
multiple whiteboards.
When a whiteboard is closed, that notice no longer appears in BMC Service Desk
Express or the Self Service module regardless of the expiration date.
NOTE
In the Client Services module, a whiteboard is called an Event.
Associating an event with an incident request

In the Client Services module, a user can automatically associate an incident
request with an event. The Select an Event option on the Client Services navigation
allows you to create an incident request from a whiteboard record as long as you
can view the whiteboard in the Client Services module.
30
Chapter
The Self Service Settings area is primarily used to define any defaults and
conditions you want to apply to the Self Service module.
Navigator Bar options (page 32)

Defining various defaults (page 33)
Defining support categories (page 36)
Defining Quick Ticket templates (page 38)
Defining client access information (page 39)
Defining date and time information (Client Services only) (page 41)
Defining email categories (Client Services only) (page 44)
Defining email contacts (Client Services only) (page 45)
Defining languages (Client Services only) (page 47)
Defining the security settings (page 49)
Defining system messages (Client Services only) (page 53)
Defining system labels (Client Services only) (page 54)
Defining system titles (Client Services only) (page 54)
Chapter 3
31
Navigator Bar options

Table 3-1 identifies to which Self Service module the option applies.
Table 3-1: Navigator Bar options
Navigator Bar Option
Self Service Desk
Client Services
Defaults
Yes
Yes
Categories
Yes
Yes
Quick Tickets
Yes
Yes
Client Access
Yes
Yes
Date & Time
No
Yes
Email Categories
No
Yes
Email Contacts
No
Yes
Languages
No
Yes
Security Settings
No
Yes
System Messages
No
Yes
System Labels
No
Yes
System Titles
No
Yes
If you did not purchase a license for the expanded Client Services module, and you
attempt to access an option on the Self Service Settings navigator bar that only
applies to Client Services, an error message is generated.
32
Defining various defaults

From Self Service Administration, you can define various default settings.
X To define various defaults

1 In BMC Service Desk Express and from the Self Service Administration header on
the navigator bar, click Self Service Settings.
The Self Service Settings - Defaults window appears.

Figure 3-1: Self Service Settings - Defaults window
From the Self Service Settings - Defaults window, you can configure the database
access using the staff member and group you created for the Self Service module.
You can also define a staff member or group as the default recipient of all new
requests created in either Self Service Desk or Client Services, and explain how the
module uses the knowledge search feature.
NOTE
Before deleting a staff member or group, make sure it is not designated as a default
on this window.
Chapter 3
33

2 In the Database Access area, do the following actions:
a Login IDClick the drop-down arrow and select the staff member you want to
designate as the default for accessing the Self Service module. The Login ID and
Group boxes fill in with information for the selected staff member.
b PasswordType a unique alphanumeric identifier to use when accessing the

Self Service module. The default is magic.
NOTE
BMC recommends that you change this password.
c ValidateClick this button to verify that the entry in the Password box is valid.
d GroupThis box fills in when the Login ID is selected. Click the drop-down
arrow to select a different group if necessary. The Login ID is refreshed with the
name of the staff member for the selected group.
3 In the Create New Incident Defaults area, do one or more of the following actions:
To identify a staff member as the default to which all new incidents are assigned,
click the Assigned To Login ID drop-down arrow and select the appropriate
staff member. The Assigned To Login ID and Group boxes fill in with
information from the selected record.
To identify a group as the default to which all new incidents are assigned, click
the Group drop-down arrow and select the appropriate group. When assigning
only a group, the login ID box should be clear.
Leave the Incident Resolution Required On Close check box clear if you want to
be able to close an incident even when the Resolution box is clear.
Select the Incident Resolution Required On Close check box to require that the
Resolution box be filled in before an incident is closed.
To use the Self Service common incident request form as the default when
creating a new incident request, click the Launch form from Quick Ticket
Template drop-down arrow and select the appropriate form.
4 In the Create New Work Order Defaults area, do one of the following actions:
34
To identify a staff member as the default to which all new work orders (service
orders) are assigned, click the Assigned To Login ID drop-down arrow and
select the appropriate staff member. The Assigned To Login ID and Group boxes
fill in with information from the selected record.
To identify a group as the default to which all new work orders (service orders)
are assigned, click the Group drop-down arrow and select the appropriate
group. When assigning only a group, the login ID box should be clear.

5 In the Create New Purchase Requests Defaults area, do one of the following
actions:
To identify a staff member as the default to which all new purchase requests
(purchase orders) are assigned, click the Assigned To Login ID drop-down
arrow and select the appropriate staff member. The Assigned To Login ID and
Group boxes fill in with information from the selected record.
To identify a group as the default to which all new purchase requests (purchase
orders) are assigned, click the Group drop-down arrow and select the
appropriate group. When assigning only a group, the login ID box should be
clear.
6 By default, a password is not required when logging in to the Self Service module
unless you designate it as required.
To designate a password as required, from the Self Service Login Configuration

area of the window, select the Password Required check box.
NOTE
A password can be assigned to a user on the window you access when you select
Client Access on the Self Service Settings navigator bar. A user can also use the
Register Now feature in Client Services to create a client ID and password quickly.
7 The Knowledge Search Options area of the window is used to define whether the
incidents a user submits require the description or resolution box, or both, be filled
in with text from a knowledge search, and if a resolution is found, whether the
incident should be designated as closed. These boxes do not impact a users ability
to use the knowledge search feature.
Do one or more of the following actions:
Select the Log Call On Solution Found check box if you want to generate an
incident only when a similar incident is found during a knowledge search. In
this case, the Solution button on the Knowledge Search form is available (not
dimmed) when a record is selected with the appropriate search results. When
you click the Solution button, an incident is created and the Resolution box on
the selected incident fills in.
Select the Log Call On Solution Not Found check box to generate an incident
even when a similar incident is not found during a knowledge search. An
unresolved incident is generated and no data is copied to the Resolution box.
Select the State On Solution Found check box to identify the state (O=Open or
C=Closed) if you want an incident to be recorded when a client has searched the
knowledge base and found a resolution.
Chapter 3
35
For example, even if the client finds a solution to a problem, you might want to
record the fact that an issue existed. Using the state of C would log an incident
and then automatically close the incident where the state of O would leave the
incident open.
NOTE
BMC recommends this option be used with the state of C.
Select the State On Solution Not Found check box to identify the state (O=Open
or C=Closed) in which you want an incident to be recorded when a client has
searched the knowledge base and no solution was found. In this case, an
incident can be automatically created if you select the state of O.
NOTE
BMC recommends this option be used with the state of O.
Defining support categories

The Support Categories window allows you to identify the list of the categories
you want to appear in the Self Service module. The ability to filter the categories
you want to appear in the Self Service module keeps the Category Tree list from
becoming too large.
X To define support categories


2 On the Self Service Settings navigator bar, click Categories.
36
Defining support categories
The Self Service Settings - Support Categories window appears.

Figure 3-2: Self Service Settings - Support Categories window
The Available Categories list represents all the categories currently defined in
BMC Service Desk Express. If no categories are set up, this list is clear.
3 Do the following actions:
a In the Available Categories list, click the appropriate category, and click Add.
The selected category moves to the Selected Categories list.

b Repeat step 3a until all the categories you want a user to access in the Self Service
module are listed in the Selected Categories list.
NOTE
Double-clicking acts as a toggle to move categories back and forth between the
Available Categories and Selected Categories lists.
4 To position the most used categories at the top of the list, use the Up and Down
buttons to position the selected categories.
NOTE
If a category is already at the top of the list, the Up button is not available (appears
dimmed). If a category is already at the bottom of the list, the Down button is not
available (appears dimmed).
Chapter 3
37

5 Do the following tasks:
a If you decide you no longer want users to access a particular category, click the
appropriate category in the Selected Categories list, and click Remove.
b Repeat step 5a until all appropriate categories are removed from the Selected
Categories list.
Defining Quick Ticket templates

The Quick Tickets window is used to identify a limited set of quick tickets to be
available in the Self Service module. Default quick ticket templates are provided in
BMC Service Desk Express.
X To define quick ticket templates


2 On the Self Service Settings navigator bar, click Quick Tickets.
The Self Service Settings - Quick Ticket Templates window appears.

Figure 3-3: Self Service Settings - Quick Ticket Templates window
The Available Quick Tickets list represents all the quick tickets currently defined
in BMC Service Desk Express. If no quick tickets are set up, this list is clear.
38
Defining client access information

3 In the Available Quick Tickets list, do the following tasks:
a Click the appropriate quick ticket and click Add. The selected quick ticket
moves to the Selected Quick Tickets list.
b Repeat step 3a until only the quick tickets you want a user to access in the Self
Service module are listed in the Selected Quick Tickets list.
NOTE
Double-clicking acts as a toggle to move quick tickets back and forth between the
Available Quick Tickets and Selected Quick Tickets lists.
4 To position the most used categories at the top of the list, use the Up and Down
buttons to position the selected categories.
NOTE
If a category is already at the top of the list, the Up button is not available. If a
category is already at the bottom of the list, the Down button is not available.
5 In the Selected Quick Tickets list, do the following tasks:
a If you decide you no longer want a user to access a particular quick ticket, click
the appropriate quick ticket in the Selected Quick Tickets list, and click Remove.
b Repeat step 5a until only the quick tickets you want a user to access in the Self
Service module are listed in the Selected Quick Tickets list.
Defining client access information

A client is any user you want to have access to the Self Service module. The Client
Access area is where you define a password for those clients, and identify how to
filter incidents for each client. Make sure the appropriate clients are set up in the
BMC Service Desk Express database before you start this procedure.
NOTE
By default, no password is required to log in to the Self Service module. However,

if a client is an external client, BMC recommends that a password be set up,
assigned, and required.
X To define client access information


2 On the Self Service Settings navigator bar, click Client Access.
Chapter 3
39
The Self Service Settings - Client Access window appears.

Figure 3-4: Self Service Settings - Client Access window
3 In the Client Information area, do the following tasks:

a On the toolbar, click Find and select the appropriate client. The read-only boxes
in the Client Information area fill in with information from the selected client.
By default, the Self Service Password box is clear.
If a company is selected on the client record, then the Access to Company
records option is available.
If a department is selected on the client record, then the Access to Department

records option is available.
NOTE
A company and department can be selected on the same Client record.
b In the Self Service Password box, type the default password you want the
current client to use when accessing the Self Service module.
4 In the Filter for Self Service Pop-ups area, select the appropriate option (these
options are mutually exclusive so you can select only one):
40
Access to Company recordsThis option is available only if the selected client

is associated with a company. Select this option if you want to allow a user
access to any records created by a client who shares the same company ID.
Access to Department recordsThis option is available only if the selected

client is associated with a department. Select this option if you want to allow
access to a clients own records and any records created by a client who shares
the same company and department IDs.
Client Access Only (default)This option is selected by default and allows

access only to a clients own records. This option is usually selected when a
client is not associated with either a company or department.
Defining date and time information (Client Services only)

NOTE
The Reset Form button on the toolbar can be used to clear the form if appropriate.
6 Repeat steps 1 through 5 to define a password for each appropriate client.
Defining date and time information (Client

Services only)
The Date & Time window is used to configure the format for date and time boxes
in the Self Service module. This feature is designed to assist you with conformance
with regional settings and applies only to the Client Services module.
X To define date and time information


2 On the Self Service Settings navigator bar, click Date & Time.
The Self Service Settings - Date and Time Configuration window appears.
Figure 3-5: Self Service Settings - Date and Time Configuration window
Chapter 3
41
Date and time styles are determined according to the language and can be different
for each language. The default settings for each language are provided in Table 3-2.
Table 3-2: Default settings
Date and
General
Time Options Defaults
English
Defaults
Spanish
Mexican
Defaults
German
Standard
Defaults
French
Defaults
Day
DD
DD
DD
DD
Month
MM
MM
MM
MM
MM
Year
YYYY
YY
YY
YY
YY
Date Format
MDY
MDY
DMY
DMY
DMY
Date
Separator
/ (slash)
/ (slash)
. (period)
. (period)
Hour Format 12 Hour
12 Hour
12 Hour
24 Hour
24 Hour
Time
Separator
: (colon)
: (colon)
: (colon)
: (colon)
AM Symbol
AM
AM
PM Symbol
PM
PM
The General Defaults column identifies the default settings when no language is
selected.
3 On the toolbar, click Find to select the language you want to use to define the date
and time style and format.
Appropriate boxes fill in with information from the selected language.
NOTE
If you want to display the date and time in more than one language, you must
define the date and time settings for each language.
4 Do one or more of the following tasks:
a In the Day box, the default setting is DD for a two-digit format (01-09). You
could select D for a single-digit format (1-9), however, BMC does not
recommend that you change the default since two-digit numbers are required to
properly designate most days of the month.
b In the Month box, the default setting is MM for a two-digit format (01-09). You
could select M for a single-digit format (1-9), however, BMC does not
recommend that you change the default since the months of October,
November, and December require a two-digit month format.
c In the Year box, the default setting is YY for a two-digit format (for example, 05
for the calendar year 2005). You can select YYYY for a four-digit format (for
example, 2005 for the calendar year 2005).
42
Defining date and time information (Client Services only)

d Select the Date Format option that defines the order you want the date
components to appear if other than the default is required. Available options

are:
DMY: Select this option if you want the date to appear in this format: day/
month/year with the designated separator.
MDY (default): Select this option if you want the date to appear in this format:
month/day/year with the designated separator.
YMD: Select this option if you want the date to appear in this format: year/
month/day with the designated separator.
e In the Date Separator box, type the separator you want to use between the date
components (for example, "/", "-", "_", and so on).
f Do one of the following to select the appropriate Hour Format:
12 Hour: Select this option to display the time on a 12-hour clock. Time based
on a 12-hr clock divides the time of day into two time periods - a.m. for before
noon and p.m. for after noon. Each period consists of twelve hours (12, 1, 2, 3,
4, 5, 6, 7, 8, 9, 10, 11). The a.m. period runs from midnight to noon. The p.m.
period runs from noon to midnight. In a 12-hour format, October 27, 2005 at
3:46 would format as 10/27/05 3:46:00.
24 Hour: Select this option to display the time on a 24-hour clock. Time based
on a 24-hour clock runs from midnight to midnight and is divided into 24
hours numbered from 0 to 23. This system is also referred to as military time.
In this format, the minutes are listed in the 3rd and 4th number position (for
example, 1:00 = 0100, and so on). In a 24-hour format, October 27, 2005 at 3:46
would format as 10/27/05 15:46:00.
g In the Time Separator box, type the separator you want to use between the time
components (for example, "/", "-", "_", and so on).
h If the 24 Hour format was selected in step 3f, then the AM/PM Symbol options
are not available (appear dimmed). If these options are available, then in the 0 12 and 12 - 24 boxes, type the symbols you want to use for the 12 Hour format
(AM, PM, a.m., p.m., and so on).
5 Repeat steps 1 through 4 for each language for which you want to define date and
time settings.
Chapter 3
43
Defining email categories (Client Services

only)
The Email Categories window is used to identify a limited set of categories to be
available in the Self Service module. Default categories are provided in BMC
Service Desk Express. This functionality applies only to the Client Services
module.
X To define email categories


2 On the Self Service Settings navigator bar, click Email Categories.
The Self Service Settings - Email Categories window appears.

Figure 3-6: Self Service Settings - Email Categories window
The Available Categories list represents all the categories currently defined in
BMC Service Desk Express. If no categories are set up in BMC Service Desk
Express, this list is clear.
3 To define the categories you want to view in the Self Service module, do one or
more of the following tasks:
44
AddClick this button to move the highlighted category from the Available
Categories list to the Selected Categories list. Repeat this process for each
category you want to access in the Self Service module.
RemoveClick this button to move the selected category from the Selected
Categories list to the Available Categories list.
Defining email contacts (Client Services only)
NOTE
Double-clicking acts as a toggle to move a category back and forth between the
Available Categories and Selected Categories lists.
The Available Categories list represents the categories that exist in BMC Service
Desk Express. The Selected Categories list represents the categories you selected to
appear in the Self Service module.
4 To define the order of the category listing, do the following tasks:
UpIn the Selected Categories list, click this button to move a category up in
the list.
NOTE
If the category is already at the top of the list, the Up button is not available.
DownIn the Selected Categories list, click this button to move the category
down in the list.
NOTE
If the category is already at the bottom of the list, the Down button is not available.
Defining email contacts (Client Services only)

The Email Contacts window is used to identify the email addresses of the clients
you expect to email the help desk from Client Services module. These email
addresses allow you to route requests to different departments such as Desktop
Support, Human Resources, Facilities, and so forth. These client records can be
updated in the Client Services module.
X To define email clients


2 On the Self Service Settings navigator bar, click Email Contacts.
Chapter 3
45
The Self Service Settings - Email Contacts window appears.

Figure 3-7: Self Service Settings - Email Contacts window
This window is clear until you start to create and add records.
3 Click the Add button to the right of the list box.
The Client Details window appears.

4 On the Client Details window, do the following tasks:
a In the Client Name box, type the name of the appropriate contact.
b In the Email Address box, type the email address for the contact.
c Click Add. The Email Contacts window reappears. The email record is saved
and appears in the email contacts list.
5 Repeat step 4 for each contact record you want to create.

46
Defining languages (Client Services only)

7 To modify the contact list, do one of the following tasks:
To modify a record, select the record and click the Modify button next to the
records list. The Client Details window appears. This window is identical to the
window that appeared when you created the contact record. Revise the
appropriate information. On the toolbar, click Save.
You can arrange the order of the contact records so that the most frequently used
contacts appear at the top of the list. To arrange contact records, select the
appropriate record and click the Up or Down button next to the records list.
NOTE
If the selected record is already at the top of the list, the Up button is not available.
If the selected record is already at the bottom of the list, the Down button is not
available.
If you decide you want to remove a contact record from the list, then select the
appropriate record and click the Remove button next to the records list. The
record no longer appears in the contact list.
Defining languages (Client Services only)

The Languages window is used to define which languages you want a user to be
able to select and view when accessing and using the Client Services module. The
Client Services module supports four languages: English, French, German, and
Spanish.
X To define languages

2 On Self Service Settings navigator bar, click Languages.
Chapter 3
47
The Self Service Settings - Languages window appears.

Figure 3-8: Self Service Settings - Languages window
The Client Services module supports four languages. By default, all four languages
are designated to appear when you log in to the module (the Display Multi
Languages check box is selected), and in the order they appear on this window.
English is set as the language that is used throughout the Client Services module
(the Default column that corresponds to English is selected).
3 Verify that the Helpdesk virtual directory is loaded and running. To verify, simply
launch this URL: http://<server name>/Helpdesk.
WARNING
If the virtual directory is not loaded and running when you configure Client
Services for a different language, that language is not available to users.
4 To restrict access to all four languages, keep the Display Multi Languages check
box setting (the check box is selected), and from the Display column, clear the
check boxes for the languages you do not want to appear in the Client Services
module.
NOTE
You cannot clear the check box for the language selected in the Default column.
5 To change the default language from English to another language, keep the
Display Multi Languages check box setting (the check box is selected), and from
the Default column, click the appropriate option.
48
Defining the security settings

6 To create (add) an additional language, do the following tasks:
a Click the Add button to the right of the languages list box. The Add New
Language window appears.
b In the Name box, type the name of the new language.

c In the ID box, type the ID for the new language.
d Click Add. A language creation confirmation message appears.
e Click OK. When completed, a completion confirmation message appears. The
language record appears in the languages list box.
7 To delete a language record from the language list, select the appropriate record.
8 Click the Delete button next to the languages list box.
The selected record no longer appears in the list box.
NOTE
You can only delete a language record that you have created.
You can use the Self Service Customization Wizard feature to manually edit forms,
pop-up windows, and navigation to reflect a new language if one is added.

The Self Service Desk module has its own configuration and customization tools to
configure security settings for your Self Service virtual directory.
IMPORTANT
Be sure the System Administrator has completed the preliminary steps outlined on
the previous pages before you begin defining the Self Service Desk defaults.
The following topics are covered:
About the Self Service Settings window (page 50)
About the Security Settings window (page 50)
Creating a security settings record (page 51)
Modifying a security settings record (page 52)
Deleting a security settings record (page 53)
Chapter 3
49
About the Self Service Settings window

Use this window to configure security settings for your Self Service virtual
directory.
The terms folder and virtual directory are synonymous. A virtual directory refers to
the location of a directory on the hard drive or local area network as it appears to
the remote client accessing it, but is not the actual directory.
The Security Settings window contains the following information:
Self ServiceClick this button to define client services settings for users to
access the Self Service module when the Anonymous Access NT authentication
method is turned off.
Security Settings List (unlabeled)This area lists existing client services settings
records when they are created and saved. You can modify or delete these
records as necessary.
About the Security Settings window

The Security Settings window is used when you turn off the Anonymous Access
NT authentication method. When the anonymous access feature is turned on,
users are allowed to go directly to the Self Service Desk module without having to
type a user name and password. When the anonymous access feature is turned off,
the system must be provided information to determine who can log on to the Self
Service module.
This feature is also used when multiple web applications access or point to the
same database server, so metadata between the Service Desk Express and Self
Service virtual directories can be quickly updated when changes occur. Creating
common credentials between two virtual directories allow the quick
synchronization of data. These credentials are created and saved on the Security
Settings window.
The Security Settings window contains the following information:
50
User NameType the user name.
PasswordType a unique alphanumeric password for the user.
Domain NameType the domain name.
Server NameType the server name.
Virtual DirectoryType the virtual directory name.
Creating a security settings record

X To create a security settings record
1 In BMC Service Desk Express, from the Self Service Administration header on the
navigator bar, click Self Service Settings.

2 On Self Service Settings navigator bar, click Security Settings.
The Security Settings window appears.

Figure 3-9: Security Settings window
3 Click Self Service.
The following message appears.

Figure 3-10: Self Service Security Settings Message window
4 Click OK.
Chapter 3
51
The next Security Settings window appears.

Figure 3-11: Security Settings window
This Security Settings window is used when you select to disable the Anonymous
Access NT authentication method. When the anonymous access feature is enabled,
users are allowed to go directly to the Self Service Desk module without typing a
user name and password.
This feature is also used when multiple web applications access or point to the
same database server so metadata between the BMC Service Desk Express and Self
Service Desk virtual directories can be quickly updated when changes occur.
Common credentials between two virtual directories allow the quick
synchronization of data. These credentials are created and saved on the Security
Settings window.
5 In the User Name box, type the appropriate user name.
6 In the Password box, type a unique alphanumeric identifier for the user.
7 In the Domain Name box, type the domain name.
8 In the Server Name box, type the server name.
9 In the Virtual Directory box, type the virtual directory name.
The first Security Settings window reappears. A new security settings record is
created and appears in the Security Settings list.
Modifying a security settings record

X To modify a security setting record

2 On Self Service Settings navigator bar, click Security Settings.

3 In the list box, double-click the record you want to modify.
52
Defining system messages (Client Services only)

4 Modify the appropriate information. See Creating a security settings record on
page 51.
Deleting a security settings record

X To delete a security setting record

2 On the Self Service Settings navigator bar, click Security Settings.

3 In the list area, double-click the record you want to delete.
4 On the toolbar, click Delete.
The fields on the window are cleared.

5 Close the Security Settings window.
The first Security Settings window reappears. The selected record no longer
appears in the list box.
Defining system messages (Client Services

only)
Use the System Messages window to edit the text of the messages you want to
appear in the Client Services module.
X To define system messages


2 On the Self Service Settings navigator bar, click System Messages.
The System Messages window appears.

3 Click the Select Language drop-down arrow and select the required language.
4 In the list box, locate the message you want to edit.
5 Highlight the message text and retype the appropriate text.
Chapter 3
53
Defining system labels (Client Services only)

Use the System Labels window to edit the text of the labels you want to appear in
the Client Services module.
X To define system labels


2 On the Self Service Settings navigator bar, click System Labels.
The System Labels window appears.

4 In the list box, locate the label you want to edit.
5 Highlight the text and retype the appropriate text.
Defining system titles (Client Services only)

The System Titles area is used to edit the text of the titles you want to appear in the
Client Services module.
X To define system titles


2 On the Self Service Settings navigator bar, click System Titles.
The System Titles window appears.

4 In the list box, locate the title you want to edit.
5 Highlight the text and retype the appropriate text.
54
Chapter
Configuring Frequently Asked

Questions (FAQs)
BMC Service Desk Express uses a knowledge base or repository of information
that contains descriptions and solutions to common problems. This knowledge
base is also accessible in the Client Services module. Client Services additionally
allows you to create a database of FAQs along with the response to the question.
You can also track how useful the FAQs were to users by allowing them to assign
a value rating to the FAQ. The rating system uses a scale of 1 to 5, where 1 is the
lowest rating and 5 is the highest rating.
Defining FAQ categories (page 56)

Defining FAQs (page 60)
Defining FAQ categories (page 56)
Defining FAQs (page 60)
Chapter 4
55
Defining FAQ categories

FAQ categories are similar to categories used within BMC Service Desk Express,
and allow users to group FAQs by category types. Categories also allow groups
such as Human Resources, Desktop Support, and Facilities to segregate their own
areas of concern.
FAQ categories must be defined before you can create an FAQ record.
Creating an FAQ category on page 56
Adding an FAQ to an FAQ category on page 57
Viewing FAQs associated with an FAQ category on page 58
Modifying FAQ category information on page 59
Deleting an FAQ category record on page 59
Creating an FAQ category

X To create an FAQ category
1 In BMC Service Desk Express and from the Self Service Administrator header on
the navigator bar, click FAQ Category.

The FAQ Category window appears.
Figure 4-1: FAQ Category window
56

2 Enter the following information:
a NameType the name of the required FAQ category.
b DescriptionType a short description for the current FAQ category. This
description should indicate the nature of the category and differentiate it from
other similar categories.

4 Repeat steps 1 through 3 for each FAQ category you want to create.
The FAQ tab is used to view FAQs linked to the current category. You can also
right-click from this tab to add (create) a new FAQ to add to the current category.
See Viewing FAQs associated with an FAQ category on page 58 or Adding an
FAQ to an FAQ category..
When an FAQ category is created, that record can be copied or modified. For more
information, see Copying FAQ category information on page 58 or Modifying
FAQ category information on page 59.
Adding an FAQ to an FAQ category

X To add an FAQ to an FAQ category

2 On the toolbar, click Find. The Select from FAQ Category window appears.
3 Double-click the required FAQ category.
The FAQ Category window reappears and fills in with information from the
selected record.
4 From the details area, right-click to access a menu and click Add New FAQ.
The FAQ window appears. The FAQ Category box fills in with the current FAQ
category name.
5 In the Question box, type the appropriate question.
6 In the Answer box, type the answer to the FAQ.
The FAQ Category window reappears. The FAQ record you created appears on
the FAQ tab.
8 Repeat steps 4 through 7 for each FAQ you want to associate with the current FAQ
category.
For more information, see Viewing FAQs associated with an FAQ category on
page 58.
Chapter 4
57
Viewing FAQs associated with an FAQ category

X To view FAQs associated with an FAQ category

The Select from FAQ Category window appears.

3 Double-click the required FAQ category.
selected record.
On the toolbar, click Show FAQ. A window appears that lists all FAQs
associated with the current FAQ category.
From the FAQ tab in the details area, view the associated FAQ records and
responses.
Copying FAQ category information

X To copy FAQ category information
1 From the Self Service Administration header on the navigator bar, click FAQ
Category.

The Select From FAQ Category window appears.

3 Double-click the record you want to copy.
selected record.
4 On the toolbar, click Copy.
A window appears and prompts you to enter a new name for the FAQ category
record.
5 In the Enter New Name box, type the name you want to assign to the new FAQ
category record.
6 Click OK.
The FAQ Category window reappears with the new name in the Name field.
7 Make any appropriate modifications.
58
Modifying FAQ category information

X To modify FAQ category information
Category.


3 Double-click the record that contains information you want to modify.
selected record.
4 Make any appropriate modifications.
Deleting an FAQ category record

X To delete an FAQ category record
Category.


3 Double-click the record you want to delete.
A delete confirmation message appears.

5 Click Yes.
The boxes on the FAQ Category window are cleared indicating the record is
removed from the database. Details associated with the current FAQ category
record are also deleted.
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59
Defining FAQs
FAQs can be created and associated with an FAQ category. FAQs can also be
created, modified, and deleted directly from the navigator bar.
NOTE
Before you can create an FAQ, FAQ categories must already be defined. See
Defining FAQ categories on page 56.
Creating an FAQ record on page 60
Viewing FAQ feedback and entering comments on page 61
Viewing and modifying FAQ feedback on page 63
Modify FAQ information on page 63
Deleting an FAQ record on page 64
Creating an FAQ record

X To create an FAQ record
1 From the Self Service Administration header on the navigator bar, click FAQ.
The FAQ window appears.

Figure 4-2: FAQ window
60
Defining FAQs
The FAQ window is used to create frequently asked questions that a user can
access and search against in the Client Services module.
a FAQ CategoryClick the drop-down arrow and select the appropriate
category.
b QuestionType the appropriate FAQ.

c AnswerType the appropriate solution to the FAQ.
4 Repeat steps 1 through 3 for each FAQ record you want to create.
The FAQ Rating tab is used to track feedback from the users who access the FAQs.
The feedback is entered in the Client Services module. To view the rating assigned
to a question and solution, see Viewing FAQ feedback and entering comments
on page 61.
When an FAQ is created, it can be viewed from the Client Services module when
you initiate a search against an FAQ category or description. Any FAQs associated
with the selected category appear on the window. At that point, you can rate the
helpfulness of the FAQ, if you want. If a rating is assigned and you designate to
send that feedback to the help desk, the rating information is added to the FAQ
record and can be viewed from the FAQ Rating tab. See Viewing FAQ feedback
and entering comments on page 61.
Viewing FAQ feedback and entering comments

When an FAQ is viewed in the Client Services module, and the user assigns a
rating to that FAQ, the rating results can be viewed in BMC Service Desk Express.
NOTE
An FAQ can be rated on a scale of 1 to 5, where 1 is the lowest rating and 5 is the
highest rating.
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61
X To view FAQ feedback and enter comments

Feedback.
The FAQ Feedback window appears.

Figure 4-3: FAQ Feedback window
The Select From FAQ Feedback window appears. The FAQ Feedback window is
used to capture a customers evaluation of the question and answer, and whether
it served their needs. This window can also be used by a System Administrator to
enter additional comments.
3 Double-click the record you want to view.
The FAQ Feedback window appears and provides the following information:
ClientThis read-only box displays the login ID for the customer who entered
the feedback.
SubmittedThis read-only box displays the date and time the feedback was
entered into the Client Services module.
RatingThis read-only box displays the rating assigned to the FAQ. BMC
Service Desk Express uses a rating scale of 1to 5, where 1 is the lowest rating, and
5 is the highest rating.
QuestionThis read-only text box displays the FAQ.
CommentThis text box displays a customers response to the FAQ. This box
can also be used to enter comments from the System Administrator.
4 If required, and in the Comment box, type any information you want to track on
the current FAQ record.
62
Defining FAQs
Viewing and modifying FAQ feedback

X To view and modifying FAQ feedback
Feedback.
The FAQ Feedback window appears.

The Select From FAQ Feedback window appears.

3 Double-click the record you want to view.
The FAQ Feedback window reappears and fills in with information from the
selected record.
This window provides the client ID, the date the feedback was submitted, and the
rating assigned to the FAQ.
NOTE
An FAQ can be rated on a scale of 1 to 5, where 1 is the lowest rating and 5 is the
highest rating.
4 In the Comments box, highlight and type the appropriate information.
NOTE
If required, the text in the Comments box can be deleted if you do not want to track
any comments on the FAQ Feedback record.
Modify FAQ information

X To modify FAQ information

The Select From FAQ window appears.

3 Double-click the record whose information you want to modify.
The FAQ window reappears and fills in with information from the selected record.
Any feedback received on an FAQ appears on the FAQ Rating tab.
4 Modify the appropriate information. See Creating an FAQ record on page 60.
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63
Deleting an FAQ record

X To delete an FAQ record

The Select From FAQ window appears.

3 Double-click the record you want to delete.
The FAQ window reappears and fills in with information from the selected record.

5 Click Yes.
The boxes on the FAQ window are cleared indicating the record is removed from
the database. FAQ rating details associated with the current FAQ are also deleted.
64
Chapter
Customizing the Self Service

module
BMC Service Desk Express is designed to address the needs of multiple groups
within one organization. The Customization Wizard provides a way to change the
look and feel of forms, navigation, and pop-up windows based on the specific
needs of your organization, departments, and staff members. The Self Service
module has its own Self Service Customization Wizard that functions similar to the
BMC Service Desk Express Customization Wizard.
NOTE
If modifications are made while users are logged in to the system, they must
refresh their browsers to view the changes to the system. This can be done by
clicking the Refresh button or pressing the F5 key.
Customization tools overview (page 66)

Using the ToolBar window (page 68)
Guidelines for customizing components (page 72)
Customizing a Self Service form (page 74)
Customizing tabs in a navigation (page 81)
Customizing a pop-up window (page 91)
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65
Customization tools overview

The basic steps involved in customizing are:
Step 1 Creating or modifying These make the changes to a default template provided
in BMC Service Desk Express.
Step 2 Assigning to a specific group or userWhen you assign a form, navigation, or
pop-up window, you create a level of control for the groups and users who can
view or access certain information and features.
When customizing a form, two components are visible on the window A
customizable view of the selected form and the ToolBar window.
About the Self Service Customization Wizard

The Self Service Customization Wizard can be accessed from the Self Service
Administration header on the BMC Service Desk Express navigator bar by clicking
Self Service Customization Wizard.
NOTE
Only users with System Administrator or Group Administrator privileges can
access the Self Service Customization Wizard.
The Self Service Customization Wizard window contains the following
information:
66
FormClick this option to access the following customization options:
Create Form from DefaultsClick this option to select from the library of
defined templates from which to create a new form.
Create Form from Existing FormsClick this option to select from a list of
existing customized templates from which to create a new form.
Add New FormThis option is available (not dimmed) only if you have
created a new form (table) using the Database Administration utility.
Modify FormClick this option to select and change the appearance of an

existing form.
Delete Form(s)Click this option to select and delete an existing form.
Assign Form(s)Click this option to assign a customized form to a group.
NavigationClick this option to modify (customize) the existing navigation.
Create Navigation from DefaultClick this option to create a new

navigation. New navigation must be created using an existing navigation as
a template from which you can make modifications.
Create Navigation from Existing NavigationClick this option to create a

new navigation. New navigation must be created using an existing Self
Service navigation as a template from which you can make modifications.
Customization tools overview
Modify NavigationClick this option to select an existing navigation to

customize.
Delete NavigationClick this option to select and delete an existing

navigation.
Assign NavigationClick this option to select and assign an existing

navigation to a group or staff member within a group.
Pop-upClick this option to customize an existing pop-up window.
Modify PopupClick this option to customize an existing pop-up window.
Assign Popup(s)Click this option to select and assign an existing pop-up

window to a group.
Customizable form view

When a form is selected for customization, that form is copied, and a customizable
version of that form appears along with the Styles and Objects window.
Figure 5-1: Example of a Self Service Customizable view of a form
When you click a customizable area, a border with green handles appears. You can
double-click the object to open a properties window, or you can move or resize the
object.
When you click a customizable object on a window, you access a property window
that you can use to change the object attributes to meet your specific needs. If
multiple objects are contained within the same frame, then you can only access a
property sheet for one object.
For example, if a button is next to a field and both the field and the button are
enclosed in the same customizable frame, when you double-click inside the
customizable frame, the Field Properties window appears. The button assumes the
attributes you assign to the field with which it is associated.
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The following objects are associated with a form. You can double-click these
objects to access a property window that allows you to make the appropriate
modifications.
Body (background area)
Field
Grid
Image
Label (static text only)
Line
Separator box
Status bar
You can use the customizable view of a form to designate the number of records
that appear in a list in the details area.
Using the ToolBar window

The ToolBar window includes the items that allow you to customize a form:
Figure 5-2: ToolBar window
Style and Objects toolbar
Insert options
NOTE
Items that appear on the toolbar depend on the form you select to customize. Not
every window has the same customization options.
68
The following items are discussed:
Style and Objects toolbar (page 69)
Insert options (page 70)
Property windows (page 71)
Style and Objects toolbar

The Toolbar window consists of the following buttons:
Table 5-1: Style and Objects toolbar buttons
Button image
Button name
This button. . .
Save the Form
Saves the customization changes.
Delete Selected
Object
Deletes the selected object in the left pane.

Note: You can also use the Del(ete) key on your
computer keyboard to delete an object.
Change the
Opens the Tab Order window so you can
Field Tab Order change the navigation order for writable fields
on the selected form.
Show/Hide
Grid
Acts as a toggle to turn grid lines on and off to

assist you with object positioning.
Open Self
Service
Customization
Opens the Self Service Customization Wizard.
Reset Form
Reverts the selected form to its original state,

ignoring any customization changes.
Help
Opens help for the current window.
Open Self
Service
Translation
Opens the Translate Form window.
Open Edit Title
Opens the Edit Form Title window so you can

rename the customized form.
To use the next six options (align and resize options), multiple objects must be
selected. To select multiple objects, hold down the Ctrl key and left-click the
appropriate fields. Fields align based on the position of the first selected object.
Table 5-2: Style and Objects toolbar buttons (continued)
Button image
Button name
This button. . .
Align left edges
Aligns the left sides of selected objects.
Align right edges Aligns the right sides of selected objects.
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69
Table 5-2: Style and Objects toolbar buttons (continued)

Button image
Button name
This button. . .
Align top edges
Aligns the top sides of selected objects.
Align bottom
edges
Aligns the bottom sides of selected objects.
Size width
Resizes the width of selected objects.
Size height
Resizes the height of selected objects.
Insert options
Click an object bar to access a drop-down options list. Drag and drop the selected
object onto the customization window in the appropriate location.
NOTE
The insert options that are available can be different depending on the form you
selected to customize.
Buttons
The following button options are available.
Table 5-3: Button options
Button option
Description
Clear
Creates a button that removes the entries in the fields on the

current form.
Submit
Creates a button that submits a ticket to the help desk.
Delete
Creates a button that deletes the current record from the

database.
Print Preview
Creates a button that allows the Crystal Report Viewer to

display a report for the current form
Help
Creates a button that accesses Help for the current form, if

available.
Close
Creates a Close Incident button that closes an incident.
Controls
Controls allow you to add available controls to a form. You can select to add
sections and tabs to a form.
70
Fields
Fields allow you to add available fields to your form. Fields provide a list of
available fields that you can add to or remove from the current form. Extra fields
are provided, and are listed with these naming conventions: HelpDeskText##,
HelpDeskInteger##, or HelpDeskDate##.
The naming conventions for these extra fields are self-explanatory. The Date fields
are designed to track dates. The Integer fields are designed to track numerical
values that are whole numbers (non-fractions or decimals). The Text boxes are
designed to track text.
NOTE
If you remove a field from an out-of-the box form and then add it back, the field
label defaults to English. If you want the label to appear in another language, you
can create a new form using the translated default forms contained in the database.
Labels
Labels allow you to add the following objects to your form.
Table 5-4: Label options
Label option
Description
Separator Box
A distinct frame used to group information together.
Static Text
Used to present read-only text, labels, or descriptive

information.
Image
A visual symbol that represents a shortcut to an action that can

be taken against the current form or is used to add a company
logo to enhance the look of your form.
Attachment Grid Area
An area used to add and view attachments for a record.
Property windows
Each object (toolbar button, separator box, body, field, label, tab, and details) on
the customizable form can be individually customized. By double-clicking the
object or area, the property sheet appears. The following is a list of object property
windows. For more details on these windows, see the section on customizing in the
BMC Service Desk Express Administrators Guide.
Body Property windowOpens when you double-click the background area on

a customizable view of a form and is used to modify the color and title of the
current form.
Field Properties window (print preview)Opens when you double-click inside

a field on a customizable view of a form and is used to modify the text and
background colors, font size and style, Tooltip descriptions, etc.
Label Property windowOpens when you double-click on the field label on a

customizable view of a form and is used to change the text and background
color, border type and thickness, and so on.
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71
Separator Box Property windowOpens when you double-click on the

separator or bar area on a customizable view of a form and is used to change the
background color, border type, border thickness, and so on.
Web Custom Queries windowOpens when you double-click on an icon on a

customizable view of a form and is used to change the ToolTip description and
size of the icon.
Attachment Grid Area Properties windowAn area used to add and view
attachments for a record.
Guidelines for customizing components

This section provides guidelines for using the customization components to make
sure you get the best possible results.
Default forms and navigation

The Self Service modules provide default forms and a single default navigation.
These defaults can be used as templates to create customized forms and navigation
for various groups and staff members. Changes made to the navigation and forms
only affect the group or individual staff members to which the navigation and
forms are assigned.
NOTE
You cannot customize a default form or navigation. Default forms and navigation
can only be used as templates to create customized forms and navigation.
IMPORTANT
Before using the Self Service Customization Wizard, verify that you are logged in
to the correct group for the forms you want to change. It is important to verify this
information before you customize the desktop.
Modifying a form
Consider the following guidelines when modifying a form:
72
Do not change required fields to be Display Only (read-only). If a required field

is changed to a read-only field, you cannot enter data or save the form.
Additional date fields, integer fields, and text fields can be used for database
customization.
The options available under the Buttons and Fields area vary from form to form
based on what is valid for that form. Options that already exist on the default
forms appear dimmed in the list.
When you click the Fields button, there might be some delay in viewing the
available fields you can select because the program must query the database for
the fields that apply to the form you selected.
Guidelines for customizing components
Property windows are available for specific fields on a customizable view for a
form. You can alter many of the object properties, such as the text label,
background and text colors, and border type for the field. A field can be
precisely positioned by using X Pos and Y Pos boxes and Width and Height
boxes. Position and size attributes are measured in pixels.
With multi-line fields (for example, a text box), a Static Text option is available
under the Labels area on the Styles and Objects window.
NOTE
The Static Text (Labels) option and the Label (Field Properties) options are not
related.
Some fields are read-only. This is determined by the field definition in the
database. In such cases, the Field Properties window shows that the Display
Only check box as unavailable.
Validated fields can now be modified using the Customization Wizard.
Creating and modifying a navigation

Unlike forms, a navigation is not linked to a group. Therefore, you do not have to
be logged on to a specific group to create or modify a navigation. All navigation is
accessible from the Self Service Customization Wizard regardless of the currently
logged-on group.
On the Modify Navigation window, the System Administrator can select and
delete multiple header names, modules, and links.
Keyboard usage
While making modifications on a form (moving, resizing, and so on), it might be
necessary to use the following keys to move a field or resize a separator box. To
resize a separator box, click on the side of the field you want to move and use one
of the [Shift]+[key] sequences listed in the following table.
NOTE
Do not use the arrow keys on the keyboard to move a field or other object.
Table 5-5: Keyboard usage
Action
Key
Action
Key
Move up
Resize up
Shift + U
Move down
Resize down Shift + D
Move left
Resize left
Shift + L
Move right
Resize right
Shift + R
You can also select the separator box and drag it using the mouse.
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73
Customizing a Self Service form

The following sections describe how you can customize the Self Services form.
Replacing default forms

To replace the default forms for Self Service, you must complete the following
tasks:
Create the new form.

For more information, see Creating a form on page 74.
Add the new form to a navigation. You can modify the Secondary Navigation
Link to the default form to replace it with the custom form.
For more information, see Creating tabs in a navigation on page 82.
Assign the custom navigation to clients.

For more information, see Assigning navigation on page 90.
Modify the pop-up window so that the new form is used when a user opens a
record from the table view.
For example, a company creates a new incident form to include additional
fields. If a client creates a new incident with that form, the incident is then listed
in the clients My Incidents view. But if the client opens that incident from the
form, the default incident form appears instead of the custom form.
Create a pop-up window, such as Incidents - Request. In the pop-up
customization window, select the custom form from the Form Name list.
For more information, see Modifying a pop-up window on page 91.
Creating a form
You can create a customized Self Service form.
X To create the Self Service form

1 From the Self Service Administration header on the navigator bar, click Self Service
Customization Wizard.
The Self Service Customization Wizard window appears. Form is selected by

default.
2 Click Next to continue.
3 Select one of the following options, and click Next.
74
Create Form from DefaultsCreate a form from a default template shipped

with BMC Service Desk Express.
Create Form from Existing FormsCreate a form from a form created since
installing BMC Service Desk Express.

4 Type a unique name to identify the new form.
5 In the templates list at the bottom of the window, click the form you want to use as
a template.
6 Click Next.
The next customization window appears.

7 Click the language for the form you want to customize, and click Next.
TIP
You can also double-click the appropriate form to open the customizable version
of the form.
The selected form is copied and a customizable version of that form appears, along
with the Styles and Objects window.
8 Customize the form in the following ways:
To
Do this
Change the title of a form
1 In the Style and Objects window, click Open Edit Title.
Customize a separator box
1 On the customizable form view, double-click the
Customize a label (text only)
The Edit Form Title window appears. The title of the

current form fills in the Form Title box.
2 Type a name for the current form.
3 Click OK to save your entry and close the Edit Form
Title window.
separator box. The Separator Box Property window

appears.
2 Modify the default settings as required.
3 Click Apply, then OK to save and close the Separator
Box Property window.
appropriate label or text box. The Label Property
window appears.
3 Click Apply, then OK to save and close the Label
Property window.
Customize the display of form 1 To display or hide user details in Self Service, click
details
Display User Details.
User details are any details that a staff adds to a form.
For example, a staff member can add a note to an
incidents details.
2 To display or hide system details in Self Service, click
Display User Details.
System details are details that BMC Service Desk

Express adds to a form, such as a status change or
assigning an incident to a staff member.
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75
To
Do this
Customize a field
1 On the customizable form view, double-click the field
Customize a line
Customize the body

(background)
1 On the customizable form view, and with the mouse
Customize the Items

Requested grid
1 On the customizable form view, double-click inside the
you want to customize. The Field Properties window

appears.
3 Click Apply, then OK to save and close the Field
Properties window.
appropriate line object. The Line Property window
appears.
3 Click Apply, then OK to save and close the Line
Property window.
pointer located in the background area of the form,

double-click the mouse. The Body Property window
appears.
2 Modify settings as required.
3 Click Apply, then OK. The Body Property window
closes. The customizable form view is updated with a
different background color or form name, or both.
Items Requested grid box at the bottom of the window.
The Items Requested Grid Properties window appears.
Note: Since the grid area is not visible during
customization, you cannot see any changes made to the

background colors. However, when you open the form
in Self Service help desk, the colors you selected are
reflected in the Items Requested grid.
3 Click Apply, then OK. The Items Requested Grid
Properties window closes.
Customize the Attachments

grid
1 On the customizable form view, double-click inside the
Attachments grid box at the bottom of the window.

The Attachment Grid Properties window appears.
Note: Since the grid area is not visible during
customization, you cannot see any changes made to the

background colors. However, when you open the form
in Self Service help desk, the colors you selected are
reflected in the Attachments grid.
3 Click Apply, then OK. The Attachment Grid Properties
window closes.
76
To
Do this
Customize an image (graphic) 1 On the customizable form view, double-click the

graphic you want to customize. The Image Properties
window appears.
Note: A graphic is not the same as a toolbar button.
3 To upload an image from the Images directory, click
the button next to the Select image on server field and

double-click an image from the Select Image window
that appears.
4 To access graphics other than those supplied in BMC
Service Desk Express, you must add those graphics to
the Images directory. To add a new image, click
Upload new image, browse to the location where the
image you want to use is located, and click Upload.
The image is uploaded to the server in the Images
directory.
5 Click Apply, then OK. The Image Properties window
closes. If you selected a different graphic or resized the

existing graphic, these changes appear.
Add controls (sections and

tabs)
To insert a new section and tabs on a form:

1 With the customizable form view open, and from the
4
5
6
Align objects
Style and Objects Toolbar, click Controls. The Insert

Controls list box appears.
Click the Sections option, then drag and drop the
section on the form in the appropriate location. A new
section box appears with one tab.
To add a tab to the new section, click the Tabs option
and drag and drop the tab in the section in the
appropriate location.
To format the section and tabs, double-click inside the
section box. The Section Properties window appears.
See Help for instructions on defining these properties.
When completed, click OK to exit the Section
Properties window.
Note: The align buttons on the Style and Objects window
require that multiple objects be selected. Use the Ctrl

key to select multiple objects.
1 On the customizable form view, highlight the objects
you want to align.

2 On the Style and Objects window, click the appropriate
align button. The objects are aligned using the first
selected object as the measurement.
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77
To
Do this
Resize objects
Note: The resize buttons on the Style and Objects window
require that multiple objects be selected. If a single

object is selected, you can use the object handles to
adjust the object.
you want to resize.

2 On the Style and Objects window, click the appropriate
resize button (Size height, Size width). The objects are
resized using the first selected object as the
measurement.
Move an object
1 On the customizable form view, highlight the object
you want to move.
2 Select and drag and drop the object to a different
location.
Delete an object
you want to delete. Multiple objects can be selected by

using the Ctrl key.
2 On the Style and Objects window, click Delete. A delete
confirmation window appears.
3 Click Yes to delete the selected objects. The objects no
longer appear on the customizable form view.
Note: The Delete key on your keyboard can also be used
to delete an object.
9 When you complete your customization changes, on the Style and Objects
window, click Save the Form.
10 To make this customized form accessible in Self Service Desk or Client Services, it
must be assigned to a navigation. See Assigning a custom form on page 80.
Adding a form
The Add New Form option is only available if a new form has been added to the
database using the Database Administration utility.
X To add a form

default.
The next set of customization options appears.

3 Click Add New Form and click Next.
A list of new forms appears.
78

4 Select the form you want to add and click Next.
5 Click the required language for the new form.
6 Click Next.
A customizable format for the selected form appears.

7 Make the appropriate modifications to the form. The procedures for creating and
modifying a form are similar. See Customizing a Self Service form on page 74.
Modifying a form
You can modify an existing form in the Self Service Customization Wizard.
X To modify a form

default.
The next set of customization options appears.

3 Click Modify Form and click Next.
A forms list appears.

4 If necessary, use the scroll bars to locate and select the form you want to modify
and click Next.
5 Click the language for the form you want to customize.

6 Click Next.
A customizable format for the selected form appears.

7 Make the appropriate modifications to the form. The procedures for creating and
modifying a form are similar. See Customizing a Self Service form on page 74.
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79
Deleting a form
The Delete Forms option on the Self Service Customization Wizard window is not
available if there are no customized forms in the database. You cannot delete the
default forms shipped with BMC Service Desk Express. You can only delete
customized forms.
X To delete a form
The Self Service Customization Wizard window appears. The Form option is
selected by default.
Additional customization options appear.

3 Click Delete Forms and click Next.
A list of customized forms appears.

4 If necessary, use the scroll bars to locate and select the form you want to delete and
click Next.
5 Select the language for the form you want to delete.

6 Click Next.

7 Click Yes to delete the selected form.
The selected form is deleted and no longer appears in the forms list.
Assigning a custom form

When a form is customized, it must be assigned to the group that needs to use it.
Forms are assigned to groups and users. Assigning a form allows control over data
that might be sensitive and restricts access to information.
Assigning a custom form is a multi-step process that requires the following steps:
Step 1 Assign the custom forms to a group.
Step 2 Customize and add the forms to the navigation from which it can be accessed and
used.
Step 3 Assign the navigation to the appropriate groups.
NOTE
Even though a form is assigned to users and groups, it is accessible to the system
administrator regardless of the group on which the system administrator is
logged.
80
Customizing tabs in a navigation
X To assign a form

default.
Additional customization options appear.

3 Click Assign Forms and click Next.
The Assign Forms window appears.

4 Click the drop-down arrow to assign the selected form by either company,
department, or client.
A forms list window appears.

6 Double-click to select and assign a form.
The form assign status window appears. The form is successfully assigned.

The Self Services module uses tabs instead of headers in a navigation, but the
purpose is the same: A tab is used to access all forms in the Self Service module.
Each tab has secondary navigation links that appear below the tab name. A
navigation is a set of tabs and secondary navigation links.
Creating tabs in a navigation on page 82
Defining translated tab (navigation) labels on page 88
Modifying tabs (navigation) on page 89
Deleting a navigation on page 89
Assigning navigation on page 90
Unassigning navigation on page 90
Chapter 5
81
Creating tabs in a navigation

You can customize the tab properties, including the link text, tooltip text, the link
destination, as well as whether the link appears in the Action and View My Open
menus on the home page
X To create a tab
1 Log in to BMC Service Desk Express as an administrator.
The Self Service Customization Wizard window appears.

3 Click Navigation and click Next.

4 Select one of the following options, and click Next:
Create Navigation from DefaultCreates a copy of the default in which all of

the features are available to users. For more information, see Self Service Desk
and Client Services differences on page 97.
Create Navigation from Existing NavigationCreates a copy of an existing

custom navigation for Client Services or Self Service Desk.
5 In the Please enter the name for Navigation field, type the name to assign to the
new navigation.
NOTE
BMC recommends that you add the name of the group that uses the navigation to
the name of the navigation. This makes it easier to identify which navigation is
used by which group when multiple navigations are created.
6 From the navigation list, select the navigation you want to use as a template, and
click Next.
7 Select the language for the navigation you want to customize, and click Next.
The Navigation: Modify window for the selected navigation appears. The window
has three primary areas:
NavigationAt the left of the window, the current navigation appears. The
navigation is dynamically updated when you modify the headings, modules,
and links from this window.
In Self Service and Client Services, the headers appear as tabs, and the links
appear as links under the tab name.
82
TabsThe Tab area defines the tabs that are displayed in Client Services and
Self Service Desk. Tabs are used to group links.
Secondary Navigation LinksThe Links area defines links to BMC Service Desk
Express forms and external URLs that are grouped under the selected tab.

8 Complete the following tasks as needed.
Task
Procedure
Add tabs
1 In the Tabs area, click Add.
The Header Properties window appears.

2 For Caption, type the name of the header you want to add to
the navigation.
3 For Tab Tip, type a description or overview of the tab, such
as its purpose or information about when to use it.
This text appears in the Tips area on the Home tab.
4 Click Save. The new tab is added to the bottom of the Tabs
list.
Modify tabs
1 In the Tabs list, select the tab to modify.

2 Click Modify. The Header Properties window appears.
3 For Caption, modify the tab name.
4 For Tab Tip, modify the tab description or overview.
5 Click Save.
Delete tabs
1 In the Tabs list, select the tab to delete.

2 Click Delete. A delete confirmation message appears.
3 Click OK. The tab no longer appears in the Tabs list.
Change the order of tabs 1 In the Tabs list, highlight the appropriate tab name.
2 Click Move Up or Move Down to define the position of the
header in the Tabs list.
Note: If the selected tab is already at the top of the list, Move Up
is not available. If the selected header is already at the

bottom of the list, Move Down is not available.
Add links
1 In the Tabs list, select the tab in which to add a module or
link.
Note: You cannot add a link to the Self Service Home header.
2 In the Secondary Navigation Links list, click Add. The
Secondary Navigation Link Properties window appears.

3 Define the properties. For property descriptions, see
Secondary Navigation Link Properties on page 85.
4 Click Save.
The new task, form, or website address is added to the
Modules and Links list and the navigation.
Chapter 5
83
Task
Procedure
Modify links
The Modify button is used to change the description (caption),

form link, tooltip, and if applicable, the URL link for a form. If
you decide you do not want the URL link, the entire module
must be deleted and re-added.
1 In the Tabs list, highlight the appropriate tab.
2 In the Secondary Navigation Links list, highlight the link to
modify.
3 Click Modify. The Secondary Navigation Link Properties
window appears.
4 Modify the appropriate information. For property
descriptions, see Secondary Navigation Link Properties
on page 85.
5 Click Save.
Delete links
1 In the Tabs list, highlight the appropriate tab.

2 In the Secondary Navigation Links list, highlight the link to
delete.
3 In the Secondary Navigation Links area, click Delete. A
delete confirmation message appears.
4 Click OK. The link name no longer appears in the Secondary
Navigation Links list.
Change the order of links 1 In the Secondary Navigation Links list, highlight the
appropriate link.
2 Click Move Up or Move Down to define the position of the
module.
Note: If the selected link is already at the top of the list, Move
Up is not available (appears dimmed). If the selected link is

already at the bottom of the list, Move Down is not available
(appears dimmed).
9 Click Save.
A confirmation message appears. The Translate button on the toolbar is now

available (not dimmed). See Defining translated tab (navigation) labels on
page 88 for instructions on using the Translate button.
10 Click OK to close the message window.
11 Click the Close button.
84
Secondary Navigation Link Properties

When you create or modify a module or external link for the Self Services tabs,
define the following properties.
Table 5-6: Secondary Navigation Link Properties
Field
Description
Link Text
Type a name for the link.
Link ToolTip
Type the text that appears when the cursor passes over the
link name on the tab.
Action Bar Tip
Click the Action Bar Tip button, and type the help text that
appears in the Tip area.
This can include any special notes, procedures, or
requirements you want users to read.
Note: Only plain text is supported. HTML is not allowed.
Link to SDE Task Form
Create a link to a form in BMC Service Desk Express.
Task
Click the Task button to display the Task window, and

double-click the appropriate task.
Each task, like a module, has forms associated with it.
Form
Click the Form button to display the Form window, and

double-click the appropriate form. Only forms for the
selected task are shown.
Note: You must select a Task before you can select a Form.
Action Bar Tip
Type the text that appears in the Tips area when the form is
selected.
Linked Page Action Bar
Click Action Buttons to define action button labels, tooltips,

and visibility. For more information, see Action button
properties on page 86.
Link to External Page
Click to link to a website from the custom module, and, in

the field, type the website address.
Related Home Page Action

Bar Settings
Define if and how to display the link on the Self Service

Home tab.
Note: Some forms are not allowed to appear in the Action or
View my open menu. If so, the following fields are not

available for editing.
Provide access from an

Action button
Define if and how the link is displayed in the Action menu

on the Self Service Home tab.
Provide access from a View

My Open link
Define if and how the link is displayed in the View My

Open menu on the Self Service Home tab.
Button Label
Type a name for the button.
ToolTip
button or link.
Chapter 5
85
Action button properties

You can define the properties for the Action buttons for a form in the Action
Buttons window. Open this window from the Secondary Navigation Link
Properties window. For more information, see Secondary Navigation Link
Properties on page 85.
Table 5-7: Action button properties
Column
Description
Show Button
Click to show or hide the button in the Action menu. Buttons

are not deleted.
Button Action
This is a read-only description of what the button does. This

description does not appear in the interface.
Button Label
Type the text that is used as the label for the button.
Button Tooltip
button.
Access Key
Define the keyboard shortcut that provides quick access to

frequently performed operations. The key combination for
executing a shortcut is ALT+alphabet_letter. The shortcut can
be identified by the underlined alphabet letter in the Self
Service or Client Services interface.
The letter must be present in the text entered for Button Label.
The first instance of the letter in the Button Label text is
underlined.
Visible on Tabular View
Displays whether the button is visible in the table view that

lists all the records for each form, such as the My Incidents,
My Service Requests, and My Purchase Requests.
Visible on Form View
Displays whether the button is visible in the form view that is

used to create and edit records, such as the Incident #, Service
Request #, and Purchase Request # forms.
Managing the Self Service Home tab

The Self Service Home is displayed by default when clients log in. It provides quick
access to Self Service and Client Services features. For more information, see Self
Service Home on page 102.
You can customize the elements that appear on the Home tab, as well as delete or
add these elements using the Navigation Customization window. You can create
only one Home tab for each Self Service or Client Services instance.
86
For the My Service Desk view, you cannot modify the Alerts table or the links. The
links automatically appear and correspond to the available features in Self Service
and Client Services.
Table 5-8: Home tab tasks
Task
Procedure
To delete the Home tab 1 In the Tabs list, select Self Service Home.
2 Click Delete. A delete confirmation message appears.
3 Click OK. The tab no longer appears in the Tabs list.
4 In the Navigation customization window, click Save.
To restore a deleted
Home tab
1 In the Tabs list, click Add. The Header Properties window
appears.
2 For Caption, type the name of the tab to add.

3 For Tab Tip, type a description or overview of the tab, such as
its purpose or information about when to use it.
This text appears in the Tips area on the Home tab.

4 Select Display as home page.
5 Click Save. The new tab is added to the bottom of the Tabs
list.
6 In the Navigation customization window, click Save.
To remove or add
Actions buttons
Actions are buttons to open a form. To add or delete these

buttons, you must edit the Secondary Navigation Link
Properties for a specific link. See Secondary Navigation Link
To enable or disable an Actions button, click Provide access

from an Action button.
Define the Button Label and ToolTip fields.
To remove or add
Common Requests are links to Quick Ticket templates. Remove
Common Requests links these links by making a Quick Ticket unavailable or available in
Self Service or Client Services. See Defining Quick Ticket
templates on page 38.
To remove or add View View My Open links display the records for the selected
My Open links
module.
To add or delete these links, you must edit the Secondary
Navigation Link Properties for a specific link. See Secondary
Navigation Link Properties on page 85.
To modify Tips
To enable or disable the View My Open links, click Provide

access from a View My Open link.
Define the Link Text and ToolTip fields.
In the Home tab, the Tips area displays information for each tab
automatically. To modify the Tip display, edit the Tab Tip in the
Header Properties window. See the Add header task in on
page 83.
To remove a Tip without deleting a tab, delete all the text in

the Tab Tip field in the Header Properties window, and click
Save.
To add or change a Tip, type the text in the Tab Tip field in
the Header Properties window, and click Save.
Chapter 5
87
Defining translated tab (navigation) labels

The Translate button on the Modify Navigation window is available after saving
in the Modify Navigation window. The Translate Navigation window is used to
define how you want tab labels to appear when a language other than English is
selected for viewing in the Client Services module.
X To define translated tab labels

1 In the Modify Navigation window, click Translate.
The Translate Navigation window appears.

Figure 5-3: Self Service Customization Wizard - Translate Navigation window
2 Click the Language drop-down arrow and select the required language.
3 In the Translated Text column, click inside the box that corresponds to the label for
which you want to provide translated text.
4 Type the appropriate text.

5 Click Submit.
88
Modifying tabs (navigation)

The Modify Navigation option is not available unless you have created a
customized navigation.
X To modify a tab
1 From the Self Service System Administration header on the navigator bar, click Self
Service Customization Wizard.

The next customization options appear.

3 Click Modify Navigation, then Next.
A list of custom navigations appears.

4 Locate and select the navigation you want to modify and click Next.
5 Select the language for the navigation you want to modify.
6 Click Next.
The customizable view for the navigation appears. This window is identical to the
window that appears when you create a navigation.
7 Make the appropriate modifications to the navigation.
The modification steps are similar to the steps used to create a navigation. For
more information, see Table on page 83 and Secondary Navigation Link
Deleting a navigation
A navigation is associated with a group. Before you delete a navigation, you
should reassign any group assigned to the navigation. Groups assigned to a
deleted navigation are assigned to the default navigation.
NOTE
The Delete Navigation option is not available unless you have created a
customized navigation. You cannot delete the default Self Service navigation
shipped with BMC Service Desk Express.
X To delete a navigation

Chapter 5
89

3 Click Delete Navigation and click Next.
A list of customized navigations appears.

4 Select the language for the navigation you want to delete and click Next.
A delete confirm message appears.

5 Click Yes to delete the selected navigation.
The selected navigation is deleted and no longer appears in the list.

6 Click the Close button.
Assigning navigation
X To assign a navigation

2 Click Navigation and click Next to continue.

3 Click Assign Navigation and click Next.
4 Click the drop-down arrow and select the navigation you want to assign.
5 Click the drop-down arrow to select either a company, department, or client.
6 Click Assign.
A confirmation window appears.

7 Click OK to exit the confirmation window.
The assigned navigation appears in the Currently Assigned Navigation field that
corresponds to the selected company, department, or client.
Unassigning navigation
X To unassign a navigation

2 Click Navigation and click Next to continue.

3 Click Assign Navigation and click Next.
4 Click the drop-down arrow and select the navigation you want to unassign.
90
Customizing a pop-up window

5 Click Unassign.

The navigation name no longer appears in the Currently Assigned Navigation

field.

Pop-up windows are used in the Self Service module. These pop-up windows can
be customized for specific business needs.
Modifying a pop-up window on page 91
Assigning a pop-up window on page 93
Unassigning a pop-up window on page 94
Modifying a pop-up window

X To modify a pop-up window

2 Click Pop-up and click Next.
The next customization options appear. Modify Popup is selected by default.

3 Click Next.
A list of pop-up windows available for modification appears.

4 Select the form you want to modify and click Next.

5 Click the drop-down arrow to select to search the pop-up windows by either
company, department, or client.
6 Click Next.
The select language window appears.

7 In the Please enter the name for the Popup box, type the name you want to assign
to the customized pop-up window.
8 In the Language list, select the language for the pop-up window.
9 Click Next.
A pop-up customization window appears.
Chapter 5
91

10 For Popup Title, you can modify the title of the pop-up window.
11 For Form Name, you can select the form that appears when a record is opened.
TIP
Use this feature when you have custom forms that you want to use. For more
information, see Replacing default forms on page 74.
Figure 5-4: Form Name selection
12 At the bottom of the window, click Modify.
The Grid Properties window appears.

13 Do one or more of the following tasks:
To
Then
Change the background Click the Background Color drop-down arrow and select the
color
appropriate background color.
Change the sort order
Click the Sort Order drop-down arrow and select the

appropriate sort order option. Ascending is the default.
Change the text and row In the Header Color area at the top of the window, do the
colors on the column
following:
header
Click the Text drop-down arrow to select a different color for
the header column text.
Click the Row drop-down arrow to select a background
color for the rows.
Note: If no color is selected, the text color defaults to Black. The
row color defaults to Silver.
Change the text and row In the Details Rows Color area at the top of the window, do the
colors in the list
following tasks:
Click the Text drop-down arrow to select a different color for

the details area, header column text.
Click the Row drop-down arrow to select a background
color for the details area rows.
Note: If no color is selected, the text color defaults to Black. The
row color defaults to White.
92
To
Then
Select the fields you

want to appear on the
customized pop-up
window
In the Available Fields area on the window, click to select (or

clear) the check boxes to identify which fields you want to
include or exclude on the pop-up window.
Rename the default

fields
1 In the Grid Fields area on the window, and in the column
Change the order of the

columns
1 In the Grid Fields area on the window, and in the column
next to the field name you want to change, click inside the
box.
2 Highlight the existing field name and retype the new field
name.
next to the field name you want to move, click inside the box.
2 Click the Move Up or Move Down buttons next to the Grid
Fields list to define the position of the selected column.
Note: If the selected column is already at the top of the list, the
Move Up button is not available. If the selected column is

already at the bottom of the list, the Move Down button is
not available.
14 When you finish defining the pop-up window, click OK to save your entries and
selections.
The Pop-up Customization window reappears and refreshes based on the

modifications on the Grid Properties window.
15 Click Save.
A save confirmation message appears.

16 Click OK.
17 When you finish modifying the appropriate pop-up windows, click Close.
Assigning a pop-up window

When a pop-up window has been customized, it should be assigned.
X To assign a pop-up window

2 Click Popup, then Next.
3 Click Assign Popup and click Next.
4 Click the Modules drop-down arrow and select the module for which you want to
assign a pop-up window.
5 Click the button next to the Popups box and select the pop-up window you want
to assign.
Chapter 5
93

6 Click the drop-down arrow to assign the pop-up window by company,
department, or client.
7 Click Assign.

The assigned pop-up appears in the Currently Assigned Popup field that
corresponds to the selected company, department, or client.
Unassigning a pop-up window

When a pop-up window has been assigned, it can be unassigned.
X To unassign a pop-up window

2 Click Popup, then Next.
3 Click Assign Popup and click Next.
4 Click the Modules drop-down arrow and select the module for which you want to
unassign a pop-up window.
5 Click the button next to the Popups box and select the pop-up window you want
to unassign.
6 Click Unassign.

The pop-up name no longer appears in the Currently Assigned Popup field.
94
Chapter
After you install the BMC Service Desk Express application, you can access the
appropriate module, either Self Service Desk or Client Services. The module you
access is a based on the license you purchased.
Self Service Desk overview (page 96)

Client Services overview (page 96)
Self Service Desk and Client Services differences (page 97)
Shortcut keys (page 98)
Logging in to the Self Service module (page 98)
Clearing your Internet browser cache (page 101)
Self Service Home (page 102)
Working with incidents (page 103)
Working with service requests (Client Services only) (page 112)
Working with changes (Client Services only) (page 117)
Working with purchase requests (Client Services only) (page 120)
Working with knowledge tools (page 124)
Working with administration tools (page 126)
Viewing alerts (page 128)
Using the Discussion Forum feature (Client Services only) (page 130)
Logging off the Self Service module (page 134)
Chapter 6
95
Self Service Desk overview

Self Service Desk is a powerful, flexible, and easy-to-use system that allows you to
do the following tasks:
Create new incidents
Track the status of your open incidents
Use the Knowledge Search system to search a knowledge base to resolve

common problems based on previous solutions.
Update your client information
Communicate global events to your clients as they occur by adding an entry in

the BMC Service Desk Express application. This entry can be viewed in a tickerstyle message, within the Self Service Desk module.
Client Services overview

Client Services, an extended version of Self Service Desk, is a powerful, flexible,
and easy-to-use system that allows you to do the following tasks:
96
Create new incidents, service requests, and purchase requests
Track the status of open incidents, service requests, and purchase requests.
Use the Knowledge Search system to search a knowledge base to resolve

common problems based on previous solutions.
Update your client information.
Search Frequently Asked Questions (FAQs) to find solutions.
Fully supported and integrated with Service Desk Express back-end

functionality to provide a highly effective front-end to BMC Service Desk
Express.
View and update changes approvals and assessments, depending on the

permissions you have been assigned.
Communicate global events to your clients as they occur by adding an entry in

Service Desk Express. This entry can be viewed in a ticker-style message within
the Client Services module.
Self Service Desk and Client Services differences
Self Service Desk and Client Services

differences
The features available in the tabs for the Self Service Desk and Client Services are
very similar. The following table provides a comparison between these
navigations.
Table 6-1: Navigation Comparison
Feature
Self Service Desk
Client Services
- New client registration
No
Yes
- Password retrieval
No
Yes
- Registration troubleshooting
No
Yes
- Remember client ID and password

(Remember Me)
No
Yes
- Language selection
No
Yes
- Create an incident
Yes
Yes
- Quick Tickets
Yes
Yes
- Show all incidents
Yes
Yes
- Select an alert
No
Yes
- Create a service request
No
Yes
- Show all service requests
No
Yes
- Create a purchase request
No
Yes
- Show all purchase requests
No
Yes
- Assess changes
No
Yes
- Approve changes
No
Yes
- Knowledge Search
Yes
Yes
- Search Frequently Asked Questions
No
Yes
- Discussion Forum
No
Yes
- Contact Us
No
Yes
- My Profile
Yes
Yes
- About
Yes
Yes
Logoff
Yes
Yes
Help
Yes
Yes
Log in
Incidents
Requests
Changes
Knowledge Tools
Support
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97
Shortcut keys
BMC SDE Self Service Desk provides quick access to frequently performed
operations by incorporating shortcut key combinations into the product. The key
combination for executing a shortcut is ALT+alphabet letter. The shortcut can be
easily identified by the underlined alphabet letter. In some cases, the shortcut
alphabet is enclosed in parentheses, for example, Assign To (T).
You can also use the ALT key to display all the items in a drop-down list. Press
TAB to set the focus on the field with the drop-down list, and press ALT and the
down-arrow key to show the list. Use the arrow keys to navigate the list, and press
ENTER after selecting the desired item.
The following non-conventional shortcut keys are used to manage attachments
because the intuitive shortcut keys are used either by Internet Explorer or by other
buttons in Self Service Desk:
ALT+H is used for Add.
ALT+I is used for Open.
ALT+R is used for Remove.
Logging in to the Self Service module

To log in to the Self Service module, you must request the following information
from the administrator:
The URL address of the Self Service module
Your client ID and password
X To log in to the Self Service module

1 Enter the Self Services URL in a browser.
The login form appears.

2 For Language, select the language to use in the Self Services interface.
Some buttons might not be translated because they are dependent on the language
of the operating system. For example, if you are using a German version of
Windows but select French in the Self Service login, some buttons appear in
German.
3 For Client ID, type your ID.
If you do not have a client ID, see Registering a new client ID on page 99.
4 For Password, type your password.
If you cannot remember your password, click Forgot Password?.
98
Logging in to the Self Service module

5 To enter the Client ID and Password values automatically when you next log in,
select Remember Me.
NOTE
This feature uses data stored in browser cookies. If you have cookies disabled, this
feature does not work.
6 Click Log In.
IMPORTANT
If changes have been made to Self Service Desk, you receive a warning message
asking you to clear your cache before you can log in. For more information, see
Clearing your Internet browser cache on page 101.
NOTE
If there is no activity on the login form, your session times out.
NOTE
After you log in, if you resize your window, the buttons do not resize accordingly
due to browser limitations with Netscape and Mozilla.
Registering a new client ID

Use the following procedure to create a client ID, if you have not been assigned
one.
X To log in to the Self Service module

1 Open Self Services.
2 Click New User?
The New Client Registration form appears.

3 Provide information for the fields.
NOTE
You may see different fields if the form has been customized.
Field
Description
First name
Type your first name.
Last Name
Type your last name.
Client ID
Use alphanumeric characters to create your client

ID.
Client IDs should not contain spaces or special
characters. The only special character accepted is
the underscore, for example, person_98.
If the requested ID is in use, you are notified and
must select a different client ID.
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99
Field
Description
Password
Use alphanumeric characters to create your

password.
Email Address
Type your email address.

Note: BMC recommends that you provide an email
address so that, if you forget your password, the

password is sent to this address.
Phone
Type your telephone number.
Zip/Postal Code
Type your zip code.
4 Click Submit.
If you entered a password, the Confirm New Password window appears.

a For Confirm New Password, type the same password again.
b Click OK.
The Confirm New Password window disappears.

c Click Submit.
You are automatically logged in, and the Self Services window appears.
TIP
If you have problems registering, see Troubleshooting registration problems on
page 101.
100
Clearing your Internet browser cache
Retrieving your password

Use the following procedure when you cannot remember your password. The
password is sent to the email address that you defined when you registered a client
ID.
X To request a new password

2 Click Forgot Password?
The Password Request form appears.

3 Type your client ID, and click Submit.
An email is sent with your password, and the login screen appears.
If you did not include an email address when you registered, then your password
cannot be sent. You must contact the administrator.
Troubleshooting registration problems

If you are not able to log in to Self Services, you can review the troubleshooting
suggestions.
X To troubleshooting logging in
2 Click Trouble Registering?
The Registration Troubleshooting window appears.

3 Review the troubleshooting information.
Clearing your Internet browser cache

Clearing your cache can significantly improve the speed and performance of your
browser. It is also sometimes required if Self Service or Client Services is
customized or updated.
To clear the cache, or offline files, see your browsers help or documentation.
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101
Self Service Home

The default view in Self Service Desk and Client Services is the Self Service Home
tab. From this view, you can quickly see system-wide notifications, view your own
requests, and quickly access features and information.
The following table describes the default areas on the Home view. However, your
administrator can modify what is displayed.
Table 6-2: Self Service Home features
Home feature
Description
Actions
Access common tasks such as reporting a problem, request a

service, and request a purchase.
Common Requests
Access common requests and incidents, such as a password

reset.
View My Open
View the number of your open incidents and requests. Click

the link to see the list of open requests and incidents.
Tips
View basic information about features.
Alerts
View and filter all system-wide notifications. See Viewing

alerts on page 128.
You can also create an incident based on an alert. See
Creating an incident from an alert (Client Services only) on
page 106.
Self Service Options
Access helpful resources and tools.
NOTE
If there is no activity in Self Service for a specified amount in time, the following
message scrolls across the top of the window: "Your session timed out due to lack
of activity. You will have to login again."
102
Working with incidents

Use the Incidents tab for managing incidents:
Create, edit, close, and reopen incidents.
Search for and view incidents.
The Incidents tab has two menus:
The menu at the top of the tab provides access to the following views:
Incidents
Quick Tickets
View and search quick tickets, and create incidents from them. See Creating
an incident from a Quick Ticket on page 104.
Alerts
View and search alerts, and create incidents from alerts. See Viewing alerts
on page 128.
The Actions menu provides functions that you can perform, depending on what
view is selected (incidents, the incident form, quick tickets, or alerts).
New incidents
You can create an incident in different ways:
From a template
Quick tickets are templates to fill in the fields that are typically the same for an
incident, such as the description for a password change or the incident category
and description for a printer that is out of ink. This feature speeds up data entry,
improves data accuracy, and ensures consistent reporting.
For more information, see Creating an incident from a Quick Ticket on
page 104.
From a blank incident form

If you do not find a quick ticket that fits your issue, you can create a new record
using a blank incident form.
For more information, see Creating an incident from a blank form on
page 104.
From an alert
An alert is an electronic bulletin board (whiteboard) that posts notices of critical
incidents to staff members who need the information.
For more information, see Creating an incident from an alert (Client Services
only) on page 106.
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Creating an incident from a Quick Ticket

Quick tickets are templates that automatically fill in fields that are typically the
same for a common problem. The administrator creates these quick tickets and
makes them available for your use.
Quick tickets speed up data entry, improve data accuracy, and ensures consistent
reporting.
X To create an incident from a quick ticket

1 From the Incidents tab, click Quick Tickets.
A list of available quick tickets is displayed. For more information, see Viewing
incidents and incident details on page 108.
2 Select the required quick ticket.
3 From the Actions menu, click Next Step.
A new incident form appears with the description and other fields automatically
filled in.
NOTE
You cannot add an attachment until after you have saved the incident by clicking
Submit. For more information, see Adding an attachment to a record on
page 106.
4 Change or add the fields as needed.
5 Click Submit.
The incident is saved and appears in the list of your open incidents.
Creating an incident from a blank form

If you do not find a quick ticket that fits your issue, you can create a new record
using a blank incident form.
NOTE
All incidents are associated with a client. Client and category data are required
before you can create and save an incident.
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X To create an incident
1 From the Actions menu in the Incidents tab, click New.
The Open Incident form appears. Your contact information actually fills the client
fields.
2 Click Category, and select the appropriate category.
For more information, see Selecting a category on page 105.

3 For Incident Description, type a description of the issue, such as when the problem
occurs, what is affected, and what is needed to reproduce the problem.
4 For the Additional Note field, type optional information that might be important,
such as your availability or a temporary means for contacting you.
5 Complete any other required or optional fields.
NOTE
page 106.
6 From the Actions menu, click Submit.
The incident record is saved.
Selecting a category
Every incident must have a category that identifies what is having the problem and
to help identify who needs to resolve the issue.
X To select a category
1 From a form, click Category.
The Select from Category window appears.

2 Locate the appropriate category.
3 To expand categories, click the plus sign (not the category name).
4 Click the needed category, and click OK.
TIP
You can also double-click a category to select it.
The Select from Category window closes, and the selected category appears in the
form.
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Creating an incident from an alert (Client Services only)

Alerts are announcements of system-wide and shared resources issues that affect
many users. For example, an alert can announce when a network server goes down
or when a printer is unavailable.
You can submit a ticket based on an alert.
X To create an incident from an alert

1 From the Incidents tab, click Alerts.
A list of available alerts is displayed.

For more information, see Viewing alerts on page 128.
2 Select the required alert.
3 From the Actions menu, click Next Step.
A new incident form appears with the description and other fields automatically
filled in.
NOTE
page 106.
4 Change or add the fields as needed.
5 Click Submit.
The incident is saved and appears in the list of your open incidents.
Adding an attachment to a record

You can attach files to the following types of records:
Service Request
This applies only when the BMC Service Desk Express Change and
Configuration option pack is installed.
Incident
Purchase Request
NOTE
You cannot attach a file or multiple files larger than 1500 K.
You can attach text, image, sound, spreadsheet, and similar files.
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X To add an attachment
1 From the appropriate tab, open a record for editing.
2 For Attachments, click Add.
The Add Attachment window appears. The Incident # field defaults to the
sequence number for the incident record associated with the current record.
3 For the Attachment File field, click Browse.
The Choose File window appears.

4 Navigate to the required file, and double-click to select the file.
NOTE
You can only select one file at a time.
The Choose File window closes. The Attachment File field displays the selected
file.
5 Click Save.
The Add Attachment window closes.

6 Click Submit.
Removing attachments
You can remove files attached to a record, such as Incident, Purchase Request, and
Service Request.
X To remove an attachment
1 From the appropriate tab, open a record for editing.
2 For Attachments, select a file name.
3 Click Remove.
The file is removed from Attachments.
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Viewing incidents and incident details

This section describes how to filter incidents and view incidents and their details.
Filtering incidents
By default, the Incidents tab displays all of your open incidents. However, you can
modify what incidents are listed:
List the incidents opened by you, by anyone in your department, or by the

company.
NOTE
By default, you can only view your own incidents. To view incidents by
department and company, the administrator must grant you access.
List open, closed, or both open and closed incidents.
List incidents by a value for a field on the form. For example. you can list all
incidents that have been opened on a particular date, that are in a specific
category, or that have a specific number.
NOTE
When filtering by Open Date & Time, you must type the date in mm/dd/yy format.
You cannot filter by month or day alone. To search by date and time, you must
specify the date and time in mm/dd/yy hh:mm:ss AM/PM format.
X To filter incidents
1 From the Incidents tab, click Incidents.
2 In the View field, select the type of incidents.
Your options for this field depend on the permissions your administrator has
assigned to your client ID. If you need to view other types of requests, contact your
administrator.
3 Select the status of incidents to display, such as Open, Closed or Open and Closed.
4 For the Filter by field, select the field on the incident form to use.
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5 Define the value for the selected field.
You can use any word or characters for the field. For example, if searching for
incidents with network interruption in the description, you could use the
following search characters: net, n, network, in, or inter.
NOTE
Wildcard characters, such as * and ? are not supported. They can only be used as
literal characters. For example, if you enter * as a search value for the incident
description, only descriptions that include the * character are shown.
6 Click OK.
The incidents that match the criteria are displayed.
View incident details

The incident details window displays the following information:
Action IDThis read-only box displays the ID for the support action assigned
to the current incident.
Support StaffThis read-only box identifies the login ID of the staff member
who last made an update.
DescriptionThis read-only box displays a description of the assigned support

action.
Date & TimeThis read-only box displays the date and time the current
incident was opened.
NoteThis read-only box displays any additional information that the support
staff assigned to the incident entered. Otherwise, this column is clear.
X To view an incident and incident details

The My Incidents window appears.

For more information about searching incidents, see Filtering incidents on
page 108.
2 Select the incident and click View to display it.
The incident form appears, including the details of any actions taken.
3 For Incident Details, select the type of information to display:
User DetailsDisplays incident details that are created by support staff, such as
notes or research information.
System DetailsDisplays events and information that are automatically logged

by the system, such as when an incident is opened.
AllDisplays both system and user information.
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4 From the details area, double-click any details row.
5 View the information as needed, then close the window.
Viewing Quick Tickets

Quick Tickets are templates for common problems and include standard
information for the form fields.
Quick Tickets have four fields of information:
Quick Ticket IDAn unique identifier of the incident.
DescriptionA short description of the incident.
Incident DescriptionA standard, more detailed description of the incident.
Event ResolutionA standard description of how the problem is resolved.
You can also create incidents based on alerts. For more information, see Creating
an incident from a Quick Ticket on page 104.
X To display and filter quick tickets

1 From the Incidents tab, click Quick Tickets.
By default, all Quick Tickets available to the Self Service Desk are listed.
2 For the Filter by field, select the field on the Quick Ticket form to use.
NOTE
4 Click OK.
The Quick Tickets that match the criteria are displayed.
Editing incidents
You can edit an open incident, even after you have submitted it.
X To edit an incident
1 From the Incidents tab, search for the incident.
For more information, see Viewing incidents and incident details on page 108
2 Select the incident in the incident table, and click View.
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You can also double-click the incident in the incident table to open it.
The incident form displays the information for the selected incident.
3 Modify the necessary fields.
For more information, see Creating an incident from a blank form on page 104.
The record is saved and updated.
Closing an incident
After an incident is opened, it can be closed. When you or the support staff close
an incident, you can reopen it.
X To close an incident
A list of incidents are displayed.

2 From the incidents list, select the incident you want to close.
For more information, see Filtering incidents on page 108.

3 Click Close.
The incident is set to a closed status.
Reopening incidents
Use the following procedure to open closed incidents.
X To reopen an incident
1 From the Incidents tab, search for the closed incident by changing View to Closed.
For more information, see Viewing incidents and incident details on page 108
2 Select the incident in the incident table.
3 From the Actions menu, click Reopen Incident.
The incident record is set to an open status.
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Printing an incident
You can print incident forms, but the Incident Details are not included.
X To print an incident
1 Open a submitted incident.
For more information, see View incident details on page 109.

2 Click Print.
The Print window appears.

3 Select the printer to use and any print properties.
4 Click Print or OK.
The incident prints to the designated printer.
Working with service requests (Client Services

only)
A service request is similar to a work order in BMC Service Desk Express, and it is
used to track services requested and performed for a client.
Filtering service requests

By default, the Service Requests view displays all of your open service requests.
However, you can modify what requests are listed:
List the service requests opened by you, by anyone in your department, or by

the company.
NOTE
By default, you can only view your own service requests. To view requests by
List open, closed, or both open and closed service requests.
List service requests by a value for a field on the form. For example. you can list
all service requests that have been opened on a particular date, that are in a
specific state, or that have a specific number.
NOTE
When filtering by Open Date & Time, you must type the date in mm/dd/yy format.
You cannot filter by month or day alone. To search by date and time, you must
specify the date and time in mm/dd/yy hh:mm:ss AM/PM format.
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Working with service requests (Client Services only)
X To filter service requests

1 From the Requests tab, click Service Requests.
2 In the View field, select the type of service request, or work order.
assigned to your client ID. To view other types of requests, contact your
administrator.
3 Select the status of service requests to display, such as Open, Closed or Open and
Closed.
4 For the Filter by field, select the field on the service request form to use.
requests with network interruption in the description, you could use the
NOTE
literal characters. For example, if you enter * as a search value for the description,
only descriptions that include the * character are shown.
6 Click OK.
The service requests that match the criteria are displayed.
Viewing all service requests and service requests details

At the bottom of the Service Request form, the request details view displays the
following read-only information:
DateThis read-only box displays the date and time the current incident was
opened.
Action IDThis read-only box displays the ID for the support action assigned
to the current incident.
DescriptionThis read-only box displays a description of the assigned support

action.
DurationThis read-only box displays the amount of time taken to resolve the
incident. This only appears when the incident is closed.
Note ExistsThis read-only box displays any additional information that the
support staff assigned to the incident entered. Otherwise, this column is clear.
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X To view service request details

The My Service Requests window appears.

For more information, see Filtering service requests on page 112.
2 Select the service request and click View to display it.
The service request form appears, including the details of any actions taken.
3 For Request Details, select the type of information to display:
User DetailsDisplays request details that are created by support staff, such as
notes or research information.
System DetailsDisplays events and information that are automatically logged

by the system, such as when a request is opened.
AllDisplays both system and user information.

5 View the information as needed.
Creating a service request

The Log a Service Request window is used to create a service request.
X To create a service request

2 From the Actions menu, click New.
The Service Request form appears. Your contact information actually fills the client
fields.
3 Change the following fields as needed.
An asterisk indicates a required field.

Table 6-3: Service Request fields
Field
Description
Category
Select the category of the service that you are requesting.

The Category selection can fill in the Description and Service Notes
boxes if a standard description and resolution were saved with the
category record when set up by your System Administrator in
BMC Service Desk Express. If not, you must enter this information
manually.
Also, the Due Date box might fill in when a category is selected if
an urgency is associated with the category. When the record is
saved, the due date is automatically calculated.
For more information, see Selecting a category on page 105.
Service Type
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Select a description of the work performed that you want to track

for reporting purposes.
Working with service requests (Client Services only)
Field
Description
CI Type
If a configuration item is associated with the current service

request, click CI Type to select the configuration item type to which
that configuration item is assigned.
Note: If you selected to track the serial number of any configuration
items that belong to the selected configuration item type, then

the Serial # box fills in when the Part # is selected.
The Warranty Exp. Date box fills in when the Part # is selected
since the warranty is defined on the configuration item type.
Serial No.
To select a serial number other than the number assigned to the CI

type, click Serial # to select a different serial number.
Description
Describe the service requests, such as the need for it or the specifics
of the change, such as the version of software to change to.
Note
Type any information you want to save on this record. For

example, you might include temporary contact information,
possible impact of the change, or resources for more information.
4 Click Submit.
Closing a service request

After a service request is opened, it can be closed. When you or the support staff
close a service request, you can reopen it.
X To close a service request

A list of service requests are displayed.

2 From the service requests list, select the service request you want to close.
For more information about filtering service requests, see Viewing all service
requests and service requests details on page 113.
3 Click Close.
The service request is set to a closed status.
Editing a service request

You can edit an open service request, even after you have submitted it.
X To edit a service request

For more information, see Viewing all service requests and service requests
details on page 113.
2 Select the service request in the service request table, and click View.
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You can also double-click the service request in the service request table to open it.
The service request form displays the information for the selected record.
For more information, see Creating an incident from a blank form on page 104.
Reopening a service request

Use the following procedure to open closed service requests.
X To reopen a service request

2 Search for the closed service request.
3 Select the service request in the service request table.
4 From the Actions menu, click Reopen
The service request is set to an open status.
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Working with changes (Client Services only)
Printing a service request

You can print service requests.
X To print a service request

1 Open a submitted service request.
2 Click Print.

The request prints to the designated printer.

As part of the change management process, you can assess and approve change
requests. The ability to assess and approve these requests depends on whether you
have been assigned these roles as part of the change management process. An
administrator must create a staff login ID in BMC Service Desk Express for you,
which is linked to your client ID. The administrator must then add you to the
approval and assessment roles.
Viewing change requests

By default, the Change tab displays all change requests that you can view.
By the change number
By change description
By reasons for change
By priority
X To filter change requests

1 From the Change tab, click Change Assessments or Change Approvals.
2 For the Filter by field, select the field on the change approval form to use.
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requests with a description that includes network outage, you could use the
following search characters: n, net, netw, or network.
NOTE
literal characters. For example, if you enter * as a search value for the technological
risk, only technological risks that include the * character are shown.
4 Click OK.
The change requests that match the criteria are displayed.

5 Select the change request and click View/Edit to display it.
The change assessment or approval form appears, including the details of any
actions taken.
Assessing a change request

From Client Services, you can assess the impact of a change request if you have
been assigned an assessment role and if the administrator has created a staff
account in BMC Service Desk Express that is associated with your client ID.
By default, you can assess a change request using the following fields.
Table 6-4: Change Assessment
Field
Description
Technology Risk
From the list, select the risk from a technology viewpoint

associated with the current change.
Business Risk
From the list, select the level of risk the current change might
involve.
Cost Estimate
If applicable, type the cost associated with the current request

for change. The question you most want to satisfy is how much
money the company stands to lose to implement or not
implement the change.
Note: Enter only numbers and a period. You cannot type commas
or currency symbols.
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Impact Description
Type a description of the effect the current change has on the

business, department, or organization.
Resource Description
Type a description of any resource requirements associated with

the current change. For example, the change might require
staffing or equipment.
Recommendations
Type any recommendations you want to track with the current

assessment record.
Change Request
Attachments
View any file attached to the change request. Double-click the

file name to open it.
X To assess a change request

1 From the Change tab, click Change Assessments.
A list of available change assessments is displayed.

For more information, see Viewing change requests on page 117.
2 Select the change assessment in the change table, and click View/Edit.
The change assessment form displays the information.

For more information, see Table 6-4 on page 118.

Approving a change request

From Client Services, you can approve a change request if you have been assigned
an approval role and if the administrator has created a staff account in BMC
Service Desk Express that is associated with your client ID.
X To approve a change request

1 From the Change tab, click Change Approvals.
A list of available change approvals is displayed.

For more information, see Viewing change requests on page 117.
2 Select the change approvals in the approvals table, and click View/Edit.
The change approval form displays the information.

By default, the following fields are available. Your approval form might have other
required fields.
Approver DecisionSelect a decision for the change request from the list of
choices.
CommentsType any comments you have about your decision.
4 For Change Request Attachments, double-click the file name to view the file.
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Working with purchase requests (Client

Services only)
Client Services provides you with comprehensive purchasing capabilities that
allow you to track a purchase request until the equipment is stocked and added as
an inventory item into the system. The purchase requests can be linked directly to
incidents and service requests. It offers a standardized method for ordering and
receiving inventory, and gives you an easy approach to tracing the equipment
through the entire process.
The purchase request in the Client Services module is the same as the purchase
request you create in BMC Service Desk Express.
Filtering purchase requests

By default, the Purchase Requests view displays all of your purchase requests.
List the purchase requests opened by you, by anyone in your department, or by

the company.
NOTE
By default, you can only view your own purchase requests. To view requests by
List purchase requests by a value for a field on the form. For example. you can
list all purchase requests that have been opened on a particular date, that are in
a specific status, or that have a specific number.
NOTE
When filtering by Request Date & Time, you must type the date in mm/dd/yy
format. You cannot filter by month or day alone. To search by date and time, you
must specify the date and time in mm/dd/yy hh:mm:ss AM/PM format.
X To filter purchase requests

1 From the Requests tab, click Purchase Requests.
2 In the View field, select the type of purchase request.
assigned to your client ID. If you need to view other types of requests, contact your
administrator.
3 For the Filter by field, select the field on the purchase request form to use.
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Working with purchase requests (Client Services only)

requests with network interruption in the description, you could use the
NOTE
literal characters. For example, if you enter * as a search value for the description,
only descriptions that include the * character are shown.
5 Click OK.
The purchase requests that match the criteria are displayed.
Viewing purchase requests details

At the bottom of the Purchase Request form, the request details view displays the
following read-only information:
DateThis read-only box displays the date and time the current purchase
request was opened.
Action IDThis read-only box identifies the ID for the purchase action assigned
to the current purchase request.
DescriptionThis read-only box displays a description of the assigned

purchase action.
X To view purchase request details

The My Purchase Requests window appears.

For more information, see Filtering purchase requests on page 120.
2 Select the purchase request and click View to display it.
The purchase request form appears, including the details of any actions taken.
4 View the information as needed, then close the window.
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Creating a purchase request

Use the following procedure to create a purchase request.
NOTE
You must save, or submit, a request before you can add inventory items or
attachments.
X To create a purchase request


2 From the Actions menu, click New.
The Purchase Request form appears. The Client ID, Last Name, First Name field
display information for the currently logged-in client.
3 Click the button next to the Date Needed field, and select the date you want to
receive the requested items.
4 In the Special Instructions box, type any special notes or information you want to
save with the current purchase request.
5 Click Submit.
The following actions occur:
The purchase request is saved.
In the Items Requested area, Edit is available.
In the Attachments area, Add is available.
If an incident is associated with the current purchase request, the Incident #

read-only field fills in.
If a service request is associated with the current purchase request, the Service
Req # read-only field fills in.
The Request Date read-only field fills in with the current date.
The purchase request details appear at the bottom of the form and identify that
the purchase request is saved and the name of the staff member to whom the
purchase request has been assigned. See Viewing purchase requests details on
page 121.
6 To add an inventory item, see Selecting inventory items on page 123.

7 To add an attachment, see Adding an attachment to a record on page 106.
8 Click Submit.
The purchase request is saved, and the Subtotal and Order Total read-only boxes
are calculated and fill in based on the selected inventory items.
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Working with purchase requests (Client Services only)
Selecting inventory items

Use this procedure to specify what items you want purchased and how many.
With this process, you are selecting items from a predefined inventory. The CI
(Configuration Item) Type is the name of the item.
1 Open a saved Purchased Request form.
See Creating a purchase request on page 122.

2 In the Items Requested area, click Edit.
The Inventory Catalog window displays the available configuration items in the
top part of the window and, in the bottom part of the window, any items that have
been added to the purchase request. No items appear in the bottom part until you
have added at least one item to the purchase request.
3 In the list at the top of the window, select the inventory item to add to the current
purchase request.
4 Click Add to Request.
The selected item appears in the list area at the bottom of the window.
5 To change the quantity, highlight the number in the Quantity column, and type a
new number.
When you add an item, the quantity defaults to 1.

6 To delete an item, click the check box for the inventory item to remove, and click
Remove.
7 To save the requested items and quantities, click OK.
The Purchase Request form updates.

8 In the Tax % box, type the applicable tax you want to apply to the current purchase
request.
9 In the Shipping Cost box, type the applicable shipping cost you want to apply to
the current purchase request.
10 Click Submit.
Editing a purchase request

You can modify open purchase requests to change date needed, attachments,
requested items, or quantities.
X To edit a purchase request


2 Select the purchase request in the purchase request table, and click View.
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You can also double-click the purchase request in the purchase request table to
open it.
The Purchase Request form displays the request information.
3 Modify the fields as needed.
4 To change quantities or to delete an inventory item, see Selecting inventory
items on page 123.
5 Click Submit.
Printing a purchase request

You can print purchase requests.
X To print a purchase request

1 Open a submitted purchase request.
For more information, see Editing a purchase request on page 123.

2 Click Print.

The purchase request prints to the designated printer.
Working with knowledge tools

This section describes how to use the FAQ viewer feature and knowledge search
feature.
Using Frequently Asked Questions (Client Services only)

The Frequent Asked Questions (FAQ) window is used to access a database of
questions and answers. It is similar to the Knowledge Search feature, allowing you
to find solutions to problems users have experienced in the past.
Unlike the Knowledge Search feature, you cannot save an FAQ description or
resolution on an incident or other record. This area is for viewing purposes only,
although you can comment on the value of the FAQ and send that feedback to the
help desk.
IMPORTANT
The FAQ feature is usable only if FAQ categories have been set up in the BMC
Service Desk Express application.
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Working with knowledge tools
X To use the FAQ feature

1 From the Knowledge Tools tab, click Frequent Asked Questions
The Frequent Asked Questions window appears. The Category list contains
categories of questions. For example, a category for a specific application might
have several questions about using or troubleshooting the application.
2 From the Category list, select the category for which you want to view associated
questions.
The description for the category is displayed.

3 For Keyword or Phrase, type any text to use to find information about a specific
problem or topic.
NOTE
The search checks only the text in the question, not the answer.
TIP
To list all the questions for a category, leave Keyword or Phrase blank.
4 Click Search.
Questions that match your search criteria are listed.

5 Click a question to see its answer.
If you locate an FAQ and answer (resolution) that can resolve your problem,
review and apply the resolution.
To rate the FAQ, click the appropriate rate option (1-poor, 5-very helpful).
For the Comments field, type comments about the FAQ to send feedback, and
click Send.
A confirmation message appears to indicate the record has been saved and
forwarded to the help desk.
Using the Knowledge Search feature

One of the best tools for helping support staff members resolve incidents is access
to a good knowledge base. The Knowledge Search feature allows a staff member
to search the incidents database and external documents for resolutions to
common problems.
X To use the Knowledge Search feature

1 From the Knowledge Tools tab, click Knowledge Search.
The knowledge search window appears.

2 In the Search for Word(s) or Phrase field, type the text on which you want to
search.
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3 Select the records to search:
Search Knowledge BaseSearch open and closed incidents.
NOTE
The search checks only the text in the incident description, not the resolution.
Search External DocumentsSearch the contents of any documents stored in an

external location, such as tech notes or white papers. These files can be text files,
Microsoft Word files (.doc), Excel files (.xls), and others.
4 To limit the number of search results, type a positive number for Maximum
Results.
5 Click Search.
Topics that match your search criteria are listed. Tabs group the results from the
incidents database or external documents. The number on each tab identifies the
number of records that met the search criteria.
Working with administration tools

From the Client Information form, you can update and maintain your individual
client profile information, such as your name, telephone number, fax number,
email address, and password. This alleviates the need for you to call the help desk
to update this information.
NOTE
If a user has departmental or company access rights, they can change the client
information for individuals associated within their department or company.
The Contact Us form is used to email general comments directly to the help desk.
Updating and maintaining your client information (page 126)
Sending email to the help desk (Client Services only) (page 127)
Updating and maintaining your client information

Your profile includes your name and contact information. This information is
initially defined when you request a client ID or when support creates one for you.
You should verify this information and update it as needed. This information can
be important when helping you to resolve a problem, to deliver your purchases, to
retrieve a forgotten password, or to contact you for more information.
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Working with administration tools
X To update and maintain your client information

1 In Support tab, click My Profile.
The Update Your Profile Information form displays your currently saved
information.
2 Add or update the appropriate information.
3 Click Submit.
Your profile is updated.
Sending email to the help desk (Client Services only)

The Contact Us window is used to send email to the help desk.
You can have only one contact name in the To and CC fields. You cannot use
commas or semicolons to add other names.
X To send email to the help desk

1 From the Support tab, click Contact Us.
The Message to Support form appears.

2 Click the To button, and select the contact to whom to send the email.
3 Click the Cc button, and select the contact to whom to send a copy of the email.
4 For Subject, select the category that applies to the comments to send to the help
desk.
5 In the Message field, type the comments to send to the help desk.
6 Click Send Email.
A confirmation message appears indicating your email has been sent successfully.
7 Click OK to exit the confirmation message window.
The email is sent to the specified contacts.
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127
Viewing alerts
Alerts notify users of global events (also called whiteboards or notifications) that
people need to know about. For example, an alert notifies when a network server
goes down or when shared resources become unavailable, such as a printer.
NOTE
Alerts display only if they have been designated to appear in the Self Service
module.
You can view alerts two different ways:
Alerts tickerIf your administrator has set up the ticker, then alert descriptions
scroll at the top of the window. You can stop and start the ticker.
Alerts windowView and filter all current alerts, and create incidents based on
alerts.
Alerts have three fields of information:
Alert TitleA description or identifier of the event.
NoteAny important information about the event, such as affected groups,

event location, time and date of unavailable resources.
Event ResolutionA description of how the problem is resolved.
an incident from an alert (Client Services only) on page 106.
Alerts ticker
If the administrator has set alerts to scroll at the top of the window, you can start
and stop the scrolling.
By default, when you log in to Self Service Desk or Client Services, any active alerts
automatically appear at the top of the window above the tabs.
X To use the alerts ticker

1 Click the appropriate button on the notification ticker control to pause or stop the
scrolling of the event.
Figure 6-1: Notification Ticker control
Stop
128
Start
Pause
Viewing alerts
The buttons on the alerts ticker control perform the following functions:
StopTurns the event feature off in the Self Services module.
StartRestarts the scrolling of an event when it has been paused or stopped.
PauseStops the scrolling of the event.
NOTE
If you pause or stop the scrolling of the event, click Start to restart the scrolling.
Alerts window
From the Alerts window, you can view all active notifications.
an incident from an alert (Client Services only) on page 106.
X To filter and view alerts

1 From the Incidents tab, click Alerts.
By default, all alerts available to the Self Service Desk are listed.
2 For the Filter by field, select the field on the alert form to use.
NOTE
4 Click OK.
The alerts that match the criteria are displayed.
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129
Using the Discussion Forum feature (Client

Services only)
The Discussion Forum allows users to communicate and collaborate on any topic
they want. You can create and read messages, as well as subscribe to a topic. The
system administrator assigns users permissions to create a discussion forum and
topics that you can view.
A typical use case scenario

BMC Service Desk Express customers can collaborate with different support teams
or other users who are based in one office or spread out in different locations. A
discussion forum can be created to discuss multiple topics.
For example, John Doe, a support technician, notices that several Microsoft Word
issues are being logged within their organization. John creates a discussion forum
about Microsoft Word and posts a message to the forum, asking if others have
noticed the same increase. A discussion takes place as other technicians post their
replies to the topic. As more information is shared, it becomes obvious that the
increase is due to a file corruption. Applying a patch to the application resolves this
issue. Through detailed discussion and information sharing, a technical issue is
resolved.
About the discussion forum

You can view, read, and post messages to a discussion forum if you have rights to
do so. The Discussion Forum window includes the following information:
Table 6-5: Discussion Forum information
130
Column
Description
State
Shows whether the discussion forum is active or inactive. Only

active topics appear on the Discussion Forum window.
Topics
Provides a list of topics that you can sort in ascending or

descending order.
You are Subscribed
Shows if you are subscribed to a topic, and if so, on which date.
Members
Shows the total number of users who are subscribed to a topic.
Posts
Shows the total number of messages or discussion threads that

are posted to a topic. You can sort these numbers in ascending or
descending order.
Creator
Shows the name of the person or group who created a topic. The
names of creators can be sorted in alphabetical order.
Last Posted
Shows the date when a topic was last posted. Topic dates can be
sorted in ascending or descending order.
Using the Discussion Forum feature (Client Services only)
Viewing topics and messages for a discussion forum

You can view the details of a discussion topic including all the related messages
and email threads associated with the topic if you have the permissions to do so.
The system administrators or the forum owner can set up subscription rights for
topics in a discussion forum either at an individual support staff or group level and
at similar individual, department, or company levels.
From a discussion forum, the Action buttons can be used to do any of the following
tasks:
Go to Topic ListTakes you to the main page where all the topics in the
discussion forum are listed.
New MessageOpens the Collaboration Message Reply window and allows

you to add a new message to the current topic.
Subscribe or UnsubscribeAllows you to subscribe to or unsubscribe from a

topic in the discussion forum.
View Messages in Hierarchy or View Messages in Flat ListDisplays messages

in one of the following structures:
hierarchyReply messages are grouped under the original message. The

groups can be collapsed or expanded.
flat listReplies and original messages are displayed as peers, or at the same
level.
X To view topics for a discussion forum

1 From the Knowledge Tools tab, click Discussion Forum.
The Discussion Forum window appears. All available topics are listed.
2 In the Topics column, click the topic to displays its messages.
If you do not have read permissions, the topic does not appear as a hyperlink. Also,
you must be subscribed to a topic to view messages associated with a topic. See
Subscribing to a topic on page 132.
3 Click a message subject to view its details.
The Collaboration Message window appears. The fields on this window are readonly.
Read the message in the window.
Print the message by clicking Print.
Respond to the message by clicking Reply. See Replying to messages for a

topic on page 133.
5 To exit the message window, click Close.
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131
Subscribing to a topic
You can subscribe or unsubscribe to a topic if you have the permissions to do so.
When you subscribe to a topic, you receive email notifications of when new
messages are posted to the topic.
X To subscribe to a topic
2 In the Topics column, click the topic to subscribe to or unsubscribe from.
The topic window appears.

3 From the Actions menu, click Subscribe or Unsubscribe.
The Subscription Status changes to You are subscribed or You are not subscribed.
NOTE
When you subscribe to a topic, the tooltip for the Subscribe to Topic button
changes to Unsubscribe from Topic.
Adding new messages to a topic

You can add new messages to a topic if you have the rights to do so.
IMPORTANT
To send messages for a topic, mail settings must be configured. Check with your
System Administrator to make sure that your mail settings have been configured.
X To add a new message to a topic

2 In the Topics column, click the topic to displays its messages.
If you do not have read permissions, the topic does not appear as a hyperlink. Also,
you must be subscribed to a topic to view messages associated with a topic. See
Subscribing to a topic on page 132.
3 From the Actions menu, click New Message.
The Collaboration Message Reply window appears.
132
Using the Discussion Forum feature (Client Services only)

SubjectType the subject for the message.
BodyType the body text for the message.
NOTE
HTML markup is not supported. All messages are displayed as plain text.
5 Click Send.
The message appears in the messages list.
Replying to messages for a topic

You can reply to messages posted to a topic if you have the permissions to do so.
X To reply to a message for a topic

1 Open a message.
For more information, see Viewing topics and messages for a discussion forum
on page 131.
The Collaboration Message window appears.
2 Click Reply.
The Collaboration Message window appears.

SubjectType the subject for the message.
BodyType the body text for the message.
NOTE
HTML markup is not supported. All messages are displayed as plain text.
4 Click Send.
The message appears in the messages list.
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133
Logging off the Self Service module

X To log off
1 From the upper-right corner of the window, click Logoff.
A confirmation message appears.

2 Click OK.
The log off window appears.
134
Glossary
actions
Specific processes or activities that you record

in BMC Service Desk Express to track how
incidents, work orders, whiteboards,
configuration items, and purchase requests
are handled.
Activated Survey module
When a survey is linked to a BMC Service

Desk Express module, the survey is activated.
The Activated Survey module is used to view
activated survey information (for example,
the incident or work order that activated the
survey, if the survey has been processed, if
any errors occurred, and so on).
Alerts
See also Set Alert (Graphical Markers).

Answered Survey module
After a survey is received and responded to, a

record is generated and created. This record
can be viewed from the Answered Survey
module, and provides information about the
survey score, survey results, client comments,
and so on.
Answered Survey Question module
A module used to view individual responses

to survey questions attached to an answered
survey.
Application Administration module
This module is a central location for defining

these settings: decimal places, the first day of
a calendar week, and the visibility of the
Actions menu on the Incident Monitor and
QuickViews windows. This module can also
be used to update a license, select the
dictionaries you want to use with the Spelling
Checker feature, configure the Push Service,
designate a port for the PopChart feature,
configure the email conversation setting, and
define how Service Level Agreements are
generated, and for which records.
application server
Allows the access, use, and modification of

data in the BMC Service Desk Express
database.
assembly items
Related configuration items that should

remain grouped together when moving from
one configuration to another. The main item
of an assembly is defined in the CI Type and is
composed of components whose information
you can add, modify, or delete.
attachment
Additional information attached to a record.

For example, you can track a file or a website
address as detail that provides clarification of
an incident, work order, and other records.
availability
See also Staff Availability module.

Back Out plan
The procedure you should perform when a

recommended change does not bring about
the expected results.
Glossary
135
base view
The base view is the default view of a form or

the version of a form that ships with BMC
Service Desk Express before any
customizations or changes are made. The
Database Administration utility refers to
modules as views. See also group view.
baseline
A snapshot of the current state of the

database. The Test to Production tool
establishes a new baseline based on the
difference between the current state of the
data and the last baseline.
Boolean
A numeric field type defined in the Database

Administration utility. It defines a check box
that is used to enable or disable an action (for
example, a selected check box = Yes; a check
box that is not selected = No).
Boolean search
A logical search using words such as AND,

OR, and NOT, and mathematical symbols
such as + or -.
Business Logic Customization window
A window opened from the Business Rules

Manager where all information, conditions,
actions, and scheduling is configured for a
business rule.
business rules
Logical statements built around events

occurring in your database. The word event
refers to creating, updating, or deleting
information within a specific module and on a
specific form.
Rules are expressions of conditions and
actions: conditions that when met, trigger
actions to occur. The primary function of
business rules is to send notifications. These
rules can be placed on a schedule to repeat as
long as a condition exists. Several predefined
rules are provided in BMC Service Desk
Express.
business rules credentials
A BMC Service Desk Express login ID and

password that grants administrator-level
access to the Business Rules modules.
136
Glossary
Business Rules Manager module
A module that is used to create, update, and

delete business rules.
Business Rules Settings module
The central area for controlling how the

business rules are handled and for
configuring all job processing activities
(turning the business rules on and off, and
configuring the job queue, pager, email,
polling activities, servers, and services).
Business Rules Templates module
A module used to create and manage

predefined templates frequently used in
business rules. See also Notifications module.
Business Rules Wizard module
A module used to create, modify, and delete

business rules. Default business rules are also
available from this module.
calculated field
A calculated field type is defined in the

Database Administration utility and is used to
create formulas to display counts of records,
perform mathematical calculations, and
combine information from two or more string
fields. See also string field.
call counter
A field that records the number of times a

client places a telephone call to the help desk
regarding a specific problem. Also known as
an incremental call counter.
categories by descriptions table
A list of categories and their related standard

descriptions and resolutions.
Categories module
A module that is used to create and manage

the general types of problems or topics about
which a client requires support.
category
A basic unit used by BMC Service Desk

Express to identify and categorize the
question or problem a customer is
experiencing.
Category Types module

groups of categories.
Glossary
change
A change can be related to the Test To

Production tool or the Change Management
modules.
When related to the Test To Production tool, a
change is the difference between the data in
the source database and that of the target
database. The Test to Production tool is
designed to transfer only certain types of
changes.
When related to the Change Management
module, a change is a recommended solution
to an identifiable problem or error that
minimizes the impact of an issue on an
organization.
Change Approval module
Approving a change is one of the phases in the

change request life cycle. The Change
Approval module is used to track the
decisions and comments of those involved in
approving a change request. You can create,
modify, and delete approval records from this
module.
Change Assessments module
Assessing a change is one of the phases in the

change request life cycle. The Change
Assessments module is used to store and track
the evaluations of those involved in assessing
the risk of implementing a change request.
Change Management Status module
A module used to create and manage change

management statuses that describe the stages
in a change request life cycle, similar to userdefined statuses and purchase statuses.
Change module
A module used by the Change Manager to

create and manage change requests and
important information associated with a
change request. See also change.
Change Schedule module
A module used to display change requests in

the system, by day, week, or month. Color
codes are used to easily identify the impact
associated with the change request. See also
impact.
Change Service Desk Express Surveys Settings module
A module used to configure when you want

to generate a survey (when closing an incident
or work order, or both), and the order in
which a survey is processed when multiple
surveys are configured.
change type
The change type defines how long it takes to

implement the change. The default change
types include Major, Medium, Minor, and
Urgent.
child category
Subcategory of a parent category in the

category hierarchy. See also parent category.
Configuration item (CI) action
Similar to support and purchase actions, CI

actions track the activities that are performed
on a configuration item. CI actions can be
viewed on the Configuration Items window
or Work Order window from the CI Service
History tab.
CI Action module

activities that are performed on a
configuration item. CI actions are similar to
support actions that are performed on
incidents, work orders, and so on.
CI Assembly
Represents a location within an organization

and tracks individual or grouped
configuration items assigned to a client,
company, or department.
CI Assembly module
A module used to track work orders and

incidents associated with a CI assembly, and
defines relationships between multiple CI
assemblies. Multiple CI assemblies can be
associated with a client, company, or
department. See also CI Assembly.
CI Type module
A configuration item (CI) type is a group of

configuration items. The CI Type module is
used to group similar configuration items
tracked by a part number, and is used for
classifying assets for reporting purposes.
Glossary
137
CI Categories module

equipment types for reporting and search
purposes.
CI Relationships module

the defined relationships between multiple
configuration items. An inventory
relationship can be either logical, physical,
upstream, downstream, or peer.
CI module
A module that stores and tracks configuration

items contained in a CI Type. This module is
also used to designate configuration items as
main assembly or components. See also
assembly items and components.
client
An individual who contacts the help desk

with a problem report or information request.
Client Comments module
A module that maintains information about a

client that you can view when opening an
incident for a client if you have selected to
display client comments.
Client module

records for internal and external clients. An
example of a client is another company who
uses your products or services. You create,
modify, and delete client information in this
module.
Client Side Business Rules (CSBR)
A BMC Service Desk Express option pack that

is used to create business rules that validate
fields and perform checks when you click Save
on an active form. CSBR also places data in
specific fields or automatically opens other
forms. CSBR is an extension of the BMC
Service Desk Express Business Automation
module (Business Rules).
138
Glossary
collaborative workspace
The collaborative workspace is used to create

a discussion forum where different topics can
be created and managed, and groups can
email one another to discuss or collaborate
about topics of their choice. See also discussion
forum.
column
A database element that contains a single data

value. See also field.
components
Related configuration items that are part of a

main assembly item within a configuration.
See also CI Assembly.
Company module
A module that is used to organize your

customer information by company, allowing
you to track a branch office or buildings in a
campus environment. You create, modify, and
delete company records in this module.
comparison operator
Comparison operators are used in several

areas of the BMC Service Desk Express
application to build conditional statements.
A comparison operator is a symbol (for
example, =, <, or >) that compares at least two
conditions, the result of which decides
whether an action takes place (for example, a
business rule is triggered).
When creating a Service Level Agreement,
comparison operators are used to build
conditional statements that define the values
that appear in a field or drop-down list.
condition
How a field is compared to a specified value

or expression when creating a query or a
business rule.
Configurations Relationships module
A module used to create and manage the

defined relationship (dependencies) between
two configurations. Relationships can be
either physical, logical, upstream,
downstream, or peer.
Glossary
current data
Data that exists in the database before it is

modified.
Custom query
A custom query is a query you define. The

Query Customization window is used to
define the conditional statements that make
up a simple query. You can define a more
complex query by also using the Zoom
window that is used to define and add SQL
scripts to a query.
Customization Wizard module
The Customization Wizard is used to

customize default forms, navigator bars, popup windows, print previews, and to modify
validated lists for various groups and staff
members that use the BMC Service Desk
Express application. The system
administrator is primarily responsible for
customization activities.
dashboards
Dashboards are multiple quickviews that are

available on the BMC Service Desk Express
console. Dashboards allow you to view a key
set of data in one place and to monitor metrics
regularly.
data grid
An interface component that displays data in

a grid format or records list. Each row
represents a record in a table, and each
column represents a field. This feature allows
you to view and select records. See also data
list and records.
data list
List of database records available throughout

BMC Service Desk Express. These lists allow
easy retrieval of database information. See
also data grid and records.
data segregation
Information specified as available only to

specific users or groups.
database
A collection of related data that is structured

in an organized manner, usually a collection
of tables. The BMC Service Desk Express
database is based on a relational model.
Database Administration Utility
A component of BMC Service Desk Express

that you can use to set up and customize the
BMC Service Desk Express database. See also
DB Admin.
database lookup
A feature of the Expression Builder used to

build a simple query to retrieve specific data
from the database. See also Expression Builder.
database validation
A process that verifies System Administrator

level login ID and password for source and
target database access.
date/time field
A date/time field type is defined using the

Database Administration utility, and is used
to enter date and time information.
DB Admin
The common term for the Database

Administration utility that is available in BMC
Service Desk Express. See also Database
Administration Utility.
default project
The initial Test to Production tool project that

is created during the installation and
configuration of the Test to Production tool.
Department module

department information for a company. You
can create, modify, and delete records for the
departments you support.
depreciation
A process that updates the current book value

on a configuration item. Configuration items
can be depreciated only when associated with
a CI type that is marked as capitalized.
development database
The database on which managed changes are

developed or tested. See also Source database.
discussion forum
A forum where you can read and post

messages relating to complex issues that
many users are experiencing.
Glossary
139
Discussion Forum module
A module used to create and manage

discussion topics, and the rights assigned to
the forum and topics. See also collaborative
workspace.
Email Conversation module
A single repository where you can create and

manage email conversations that relate to an
incident, work order, or change request.
event
The creation, update, and deletion of a record

from a specific module in the BMC Service
Desk Express database.
Expression Builder
A window used to build logical expressions

that define the conditions under which a
business rule is triggered. The Expression
Builder is opened from the Conditions &
Actions tabs on the Business Logic
Customization window and represents one of
the most powerful features in BMC Service
Desk Express. You can also fetch values from
the database using the Expression Builder.
External Knowledge Bases
A prebuilt ready-to-use database prepared for

the products you support.
external support
A login group that answers help desk calls

from companies outside of your organization.
See also internal support.
FAQ Category module

groups to which you want to assign
frequently asked questions.
FAQ Feedback module
A module used to track responses to

frequently asked questions viewed in the
Client Services module, along with assigned
ratings. Comments can be added to these
feedback records.
FAQ module

frequently asked questions that you want to
be accessible from the Client Services module,
and the responses they receive.
140
Glossary
field
An input box where users can view and

manage any database field. See also column.
field properties
The characteristics relevant to a user interface

field, for example, font, height, width,
background color, font color, and so on.
floating point
A floating point is a numeric field type

defined in the Database Administration
utility, and is a real number (a number that
includes decimals).
follow up
A process that is used to mark an incident for

review a certain period of time after the
incident is closed.
foreign key
In the Database Administration utility, a key

that joins a field in one table to a primary field
(sequence) in another table and is used to join
one table to another.
Global Data Dictionary
Stores certain files used by the Knowledge

Search engine and other external knowledge
bases. See also Knowledge Search.
graphical presentation
The Management Center module displays

query results as a graphical presentation. You
can select to view the results for multiple
queries at the same time.
group
A basic unit used by BMC Service Desk

Express to identify and categorize staff
members for the purpose of organizing
system and related work assignments. Group
members generally share similar
responsibilities and access the same windows
and data.
group administrator
A staff member who has management rights,

access, and permissions within a group. A
group administrator has lower access
privileges than a system administrator.
Glossary
group member
A staff member who creates, views, modifies,

and deletes records based on permissions
assigned by the system administrator.
Group module

defined groups and the staff members in those
groups.
group view
The Database Administration utility refers to

modules as views. When a group is created,
the system automatically creates a default
group view from each base view. A group
view can be modified to reflect the data
requirements of a particular group. See also
base view.
Holidays module

all major holidays and work schedules when
staff members are not available or when an
organization is not open for business. This
information is important when assigning
incidents and work orders.
ID
A unique alphanumeric identifier assigned to

a staff member, a category, an urgency, or any
other unit that must be distinguished from
others of its kind. For example, a Group ID
distinguishes one group from another.
impact
The impact identifies the level to which a

change request affects your organization.
Impact module

values that describe the impact an incident,
problem, or change request has on an
organization.
incident
A database record created by an authorized

support staff member in response to a request
(telephone call or email) for assistance. These
issues are typically time-sensitive and must be
resolved quickly. See also work order.
Incident module
A module that represents the core area for

creating and managing incidents, and
contains fields that record or display
information about a single incident for a
single client.
Incident Monitor module
A call-tracking module in BMC Service Desk

Express that is used by support staff to view
and update information for a specific client.
incident type
Similar to a category, an incident type

describes any event that requires a work
order.
Incident Type module
A module that groups one or more work

orders (called work order generators) to a
single incident type. See also work order
generator.
incremental call counter
A system-generated field on an incident form

that records the number of times a client
placed a call to the help desk regarding the
same problem.
incremental search
A search technique that initiates a second

search on the results of an initial search by
entering additional search criteria.
index
A database component that improves dataretrieval performance and enforces database

integrity.
Information Technology Infrastructure Library (ITIL)
The best practices model for change and

configuration management. An international
standard for information technology
management.
instance
A particular occurrence or example of

something.
integer
An integer is a numeric field type defined in

the Database Administration utility, and is a
whole number that does not include decimals.
See also small integer.
Glossary
141
Internal OLA (Operational Level Agreement)
A type of Service Level Agreement used to

measure data to track internal processes.
internal support
A login group that answers calls from users in

a company. See also external support.
ITIL
Information Technology Infrastructure

Library. See also change and Information
Technology Infrastructure Library (ITIL).
Job Queue module
A module that tracks jobs (events activated by

a business rule) until the record is processed.
These events make changes to data (create,
update, or delete) in the database.
knowledge base
An external database or document that is used

to retrieve resolutions that meet a certain
criteria. See also Knowledge Search.
Knowledge Search
A powerful search engine that allows you to

obtain fast, accurate, and consistent solutions
from an existing database of descriptions,
resolutions, and third-party knowledge bases.
Knowledge Search module
A built-in search engine for accessing a

knowledge base or external documents for
descriptions and resolutions to common
problems.
Knowledge Search Settings module
A module used to define the indexing

schedule for a database, and to view a
schedule of indexing activities performed
against a database.
known error
A problem for which the underlying cause is

determined. See also problem.
Lock Configuration module
A module used by a system administrator to

define which modules should be locked when
multiple users attempt to open the same form
at the same time. See also Unlock Records
module.
142
Glossary
logical operator
The operators (AND, OR, NONE) used to define

expressions in the Expression Builder. See also
Expression Builder.
login group
The group to which a BMC Service Desk

Express user belongs for the current session.
login ID
The unique alphanumeric identifier assigned

to users of BMC Service Desk Express that is
used for access and identification in the
system. For example, when you create and
save an incident, your login ID is saved in the
details (tabs) records area in the Staff column.
Your permissions and preferences in BMC
Service Desk Express are associated with your
login ID (also called user ID).
mail listen
A feature in BMC Service Desk Express that

periodically checks a mail inbox for incoming
email messages and then passes the messages
to the Business Rules module for further
processing.
mail service
The BMC Service Desk Express mail

component that enables clients to send emails
directly to a help desk mailbox. When the mail
service is running, clients can send messages
by way of email that automatically open
incidents in BMC Service Desk Express.
Management Center module
This module is used to create, copy, modify,

and run queries; manage the display and
sorting of query data; and delete queries. The
advantage of using this module is the variety
of formats in which the query information can
be viewed. The Management Center module
is only applicable to upgrade customers who
previously purchased the Magic Management
Center option pack.
MAPI (Messaging Application Program Interface)
A mail server protocol used in BMC Service

Desk Express to enable email notifications.
Glossary
math symbol
Used to add mathematical expressions to a

business rule and to return the result of a
mathematical operation. An example of a
MATH expression is {MATH, 1+2}.
method
The action (create, delete, or update) that is

taken on a database record. The method must
be specified when creating a business rule.
miscellaneous field
A miscellaneous field type is defined in the

Database Administration utility, and is used
to enter special information such as email
addresses, pager information, notes,
telephone numbers, zip codes, and postal
codes.
module
The web page interface or base view within

MS SQL
Microsoft Structured Query Language that

manages the data associated with BMC
Service Desk Express. See also Structured
Query Language (SQL).
navigator bar
The area on the left side of the BMC Service

Desk Express main window that displays
groups of modules that access the BMC
Service Desk Express application.
Notifications ID Configuration Wizard
A module that tracks fields in specific

modules that contain a notification string.
Custom modules must use this wizard to map
notification fields to the Notifications module.
Notifications module
A module that is used to configure BMC

Service Desk Express to send notifications.
You can use this module to define the text the
notification should contain and to whom the
message should be delivered. See also
Business Rules Templates module.
Numeric field
A numeric field type is defined in the

Database Administration utility and is used to
enter numeric data. See also floating point,
integer, small integer, and Boolean.
ODBC (Open Database Connectivity)
A Microsoft technology that provides the

connection between the database and the
application.
open incident
An incident that the help desk receives that is

not yet closed.
Operational Level Agreement (OLA)
See also Internal OLA (Operational Level

Agreement).
Oracle System User Validation
A process that validates the entries typed in

the Oracle Sys User and Password fields
before changes can be posted to an Oracle
database.
Organization module

companies and departments to which the
business users you provide services, belong.
parent category
The primary topics that appear in the category

table.
password
A unique identifier assigned to each BMC

Service Desk Express user that prevents
unauthorized use of the system. You must
enter your login ID and password each time
you log in to the system. The system
administrator must set up each BMC Service
Desk Express user with a unique login ID and
password. See also login ID.
permissions
An element of BMC Service Desk Express

security that allows a system administrator to
control user and group access to the database
and other application features.
Polling interval
The number of minutes you set to

automatically refresh the Management Center
window with the latest information.
Preventive Action module

actions you want to take against a
configuration item or CI type.
Glossary
143
Preventive Maintenance Schedule module

schedule of activities you want to perform
against a configuration item or CI type.
Preventive Work Order module
A module that stores and tracks preventive

work orders created for a specific CI type,
category, and maintenance schedule.
primary key field
A unique identifier field found in every table.

Each record in a table has a unique value in
this field that distinguishes the record from
others. In BMC Service Desk Express, the
primary key for a table contains a sequence
number.
Priority module
A module used to create and manage priority

records that define how an incident, change
request, or problem record are handled.
Private query
A query created by a user.

problem
An unknown underlying cause for one or

more incidents. See also known error.
Problem module
This module is used to create and manage

problems and errors reported by clients, and
any recommended workarounds, resolutions,
and whiteboard notices. A problem could
easily generate a change request if the impact
and urgency dictate a change occurs.
Production database
The database used by the company to conduct

business. This database is often termed the
Target database, because this is where the
changes are implemented. See also target
database.
project
A collection of information about the source

database and the target database.
Public query
A query created by either a system

administrator or group administrator. A
query created by a system administrator can
be accessed by anyone. A query created by a
group administrator can only be accessed by
members of the designated group.
purchase actions
Predefined activities that are assigned to a

purchase request to define or record the
details of the purchasing process.
Purchase Actions module

actions (activities) related to the purchase
process.
purchase items
An item added to a purchase request.

Purchase items are created or added in the
Purchase Requests module from the
Purchasing Items tab.
Purchase Request module
A module used to create and manage orders

for equipment and parts. The Purchase
Request module supports the requisition,
purchase, and handling of configuration
items.
purchase status
Similar to a user-defined status and identifies

the phases in the life cycle of a purchase
request, for example, Purchased, Approved,
Ordered, Paid, Delivered, and so on.
Purchase Status module

statuses or stages that relate to the purchase
process.
query
The request to search for particular records in

the BMC Service Desk Express database that
meet specified criteria. The results appear in a
data list or records list format.
quick close
A one-step method of closing an incident

without modifying the default closing data or
notifying the client.
144
Glossary
Glossary
quick ticket template
A form that acts as a template that is used to

fill in fields that are typically the same for an
incident.
Quick Ticket Template module

templates used to create incidents.
QuickViews module
A module used to perform a search on records

in the BMC Service Desk Express database
using criteria you define or default queries
provided within BMC Service Desk Express.
Multiple quickviews are called dashboards.
See also dashboards.
QuickViews Wizard
A tool used to assist a user in building a

customized query by categorizing the steps of
the query creation process (for example,
general information, output, conditions,
formatting, and so on). You can create,
modify, and delete quickviews using the
QuickViews Wizard.
real fields
Used to identify and store data in a table. A

system-required field is an example of a real
field. See also virtual field.
records
A set of data relating to a particular BMC

Service Desk Express element. Records are
organized by rows and columns and referred
to as data lists or list boxes. See also data grid
and data list.
Reports module
A module that is used to view and print a

variety of standard and custom reports within
Roll Out plan
The procedure you should perform to

implement the recommended change request.
row
A portion of a database table that is divided

into a series of columns, each of which
contains one value. Each row in a table is
divided into the same series of columns but
can contain a different set of data values.
Run-time query
Run-time queries allow you to dynamically

select a parameter at the time the query is
executed rather than building the parameter
as part of the query script.
Self Service Customization Wizard
The Self Service Customization Wizard is

used to customize default forms, navigation,
and pop-up windows for various groups and
staff members that use the Self Service Desk or
Client Services module. The system
administrator is primarily responsible for
customization activities.
Self Service Desk module
A module that is used to extend tools to your

user community to allow them to create and
resolve their own incidents, thus lowering the
call volume of the help desk.
Self Service Settings module
A module that is used to configure the Self

Services module (Self Service Desk or Client
Services) feature by configuring who receives
incidents, work orders, or purchase requests,
and how you log in to the Self Services
module.
service
A process that satisfies a business objective. A

service maps to a system. See also system.
Service Contract module

different types of warranties and service
contracts with vendors and equipment
manufacturers. This module also tracks
companies and configuration items governed
by service contracts.
Service Desk Express (SDE)
An integrated service desk product.

Service Desk Express Business Automation
A BMC Service Desk Express option pack that

is used to automate routine business
processes, for example, sending notifications.
Business Automation is also referred to as
Business Rules.
service item
An item on a work order that is to receive a

specific service.
Glossary
145
Service Level Agreement (SLA)
An agreement between a customer and the

help desk provider that defines the terms
under which the help desk provides a service.
Service Level Agreement (SLA) module

service level agreements defined by a
company.
Service Level Agreement (SLA) rules
SLA rules establish the conditions under

which service level agreements are created.
The service level agreement rules also
determine whether a service level agreement
is assigned at the department or company
level.
Service Level Agreement (SLA) Rules module

any rules you define for how an SLA relates to
an incident, change request, and problem, and
the hierarchy in which an urgency takes
precedence within the BMC Service Desk
Express application. SLA rules must be
defined for each group within BMC Service
Desk Express.
Service module
A module used to create and manage service

records. You can create, modify, and delete
service records from this module.
Set Alert (Graphical Markers)
The Management Center module, by default,

displays query results as a graphical
presentation. This graphic can also be used to
display lines that act as markers to alert you
when you are close to a critical milestone. You
can set two markers, a first alert marker (blue
line) and a second marker (red line), which is
considered the critical marker. The
Management Center module is applicable
only to upgrade customers.
SLA
See also Service Level Agreement (SLA) module.
146
Glossary
small integer
A small integer is used by a numeric field type

in the Database Administration utility, and is
a whole number that does not include
decimals. The difference between an integer
and a small integer is how much space the
column uses in the database. Small integers
take up less space but can only handle
numbers that are +/-32,767. Integers take up
more space and can handle numbers that are
+/-2,147,483,764. See also integer.
SMTP (Simple Mail Transfer Protocol)
A mail-server protocol used within BMC

Service Desk Express to enable email
notifications.
sorting
A method of organizing records in a data list.

You define a sort column by double-clicking a
column heading.
source
The name of the database, knowledge base, or

external document where an entry is found
during a knowledge search. See also
Knowledge Search.
Source database
The database that contains the changes that

are to be moved to another database. This is
often the database where change
development occurs.
SQL
See also Structured Query Language (SQL).

Staff Availability module
A module that allows you to identify when a

user is not available and if and how to notify
that user when an incident is assigned. You
can also designate to notify an alternate staff
member in the absence of an initially
designated staff member.
Staff member
Help desk personnel set up in the system to

create, view, modify, and delete records based
on permissions assigned by a system
administrator.
Glossary
Staff module

defined members of a help desk, along with
work schedule and notification information.
Standard CI assembly
A defined grouping of hardware and software

items that should be purchased, installed, and
configured at the same time.
Standard CI Assemblies module

configuration item groupings that are
purchased, installed, and configured at the
same time.
standard configurations items
Specific configuration items that you can add

to a standard CI assembly.
standard description and resolutions
A database of commonly-used descriptions

and resolutions that you can access and save
with an incident, work order, or whiteboard.
Standard Descriptions module
A module that is used to record and retrieve

standard descriptions from incidents reported
to a help desk. This module allows you to
store a standard resolution for each standard
description, if appropriate.
start clock
A clock is automatically started when a record

is created and opened. This feature is also
used to release the hold status placed on a
record.
Status module
A module that is used to customize the

descriptions you want to assign to the Open
and Closed default states to make sure you
capture the major steps, tasks, and decisions
involved in handling an incident, work order,
a whiteboard, and other records.
stop clock
A feature that places an incident, a problem, a

change request, a work order, and all
associated activity on hold until the clock is
restarted. See also start clock.
string field
A string field type is defined in the Database

Administration utility and is used to enter
alphanumeric data.
Structured Query Language (SQL)
A set of standardized commands that all

applications must use to access data within
support actions
Similar to purchase actions and CI actions,

support actions represent activities taken to
resolve an incident, work order, whiteboard,
and other records.
Support Actions module
A module that is used to create, modify, and

delete support action records that are used to
record the details of the resolution process for
various activities.
Survey module

survey forms. This module allows you to
define not only the appearance of a survey,
but the circumstances under which a survey is
generated, and the content of the email that is
sent with the survey.
Survey Question module

the survey questions you want to include on a
survey, grouped by a reporting category.
Survey Question Link module
A module that is used to link a question to a

survey, and define the order in which the
questions appear on the survey form.
symbolic value
Data that is substituted when the symbol is

evaluated as part of the expression. Examples
of symbolic values are Time (current time on
the application server), Date (current date on
the application server), and DBType (type of
database, such as MSSQL or Oracle).
system
Represents the specific hardware, software,

facility, or person that provides the capability
to satisfy the need for a service. For example,
a service can be email where the system
would be Lotus Notes.
Glossary
147
system administrator
The person who has the authority to organize,

customize, maintain, and monitor the BMC
Service Desk Express system. The system
administrator represents the highest level of
access to BMC Service Desk Express
operations.
system environment variable
A variable that represents the value of a

specified environmental variable on the BMC
Service Desk Express application server. For
example, the {ENV,COMPUTERNAME} variable
valuates the data as the name of the Service
Desk Express application server.
system-generated actions
Actions that are automatically generated by

the system whenever a particular action is
performed (for example, when you assign a
staff member to an incident, stop the clock, or
start the clock). These actions are saved in the
details (tabs) area on a form.
System Message Monitor
A window that displays error messages

produced by BMC Service Desk Express.
system-required fields
Fields that require data before BMC Service

Desk Express saves the record, usually
represented by boldfaced text on a form.
target database
The database to which you export data. If

associated with the Test to Production utility,
this is the database that receives changes from
the source database, which is often a test
database or the actual production database
used by the company.
target log files
A log file that records posting activity on the

target database.
Test to Production tool repository
The root directory of the Test to Production

tool project directory, which contains all
project folders for all projects.
148
Glossary
Test to Production tool.log
A log file that contains the results of database

comparisons for a specific Test to Production
tool project. The information for each
subsequent database comparison for the
project (failed or successful) is appended to
this file.
Test to Production toolTemp.log
A temporary log file created if, during the Test

to Production tool installation, the database
comparison fails. This file is found in the root
directory of the Test to Production tool
repository. When the cause of failure is
corrected, this file is automatically moved to
the project directory and renamed to Test to
Production tool.log file. See also Test to
Production tool.log and Test to Production tool
repository.
text box
The area where a user can type text.

Tool Tip
Text that appears when the cursor moves over

a button or object on a form within BMC
Service Desk Express.
toolbar
A ribbon of buttons that appears directly

beneath the title bar on a window. These
buttons provide quick access to frequently
used commands for the active module.
transaction data
Data that is new and being inserted into the

database at the time of the event.
Underpinning Contract (UC)
A type of Service Level Agreement that is

used to track performance against a prearranged agreement your service team has
with an external service provider, usually a
third-party vendor.
Unlock Records module
A module that tracks locked records. When a

record is locked, a user can use the Unlock
Records module to remove the lock on a
record.
Glossary
urgency
The amount of time a problem can wait before

it must be addressed (response or resolution
time). An urgency is a key focus of metrics and
reports that measure the health of a support
organization. An urgency is associated with
an incident, work order, company,
department, client, whiteboard, category,
SLA, and quick ticket.
Urgency module

urgency records. See also urgency.
User connections
The Connections tab located in the details area

on the Management Center window is used to
identify the number of currently logged-in
users of the BMC Service Desk Express
application at any given time. The
Management Center module is only
applicable to upgrade customers who
Center option pack.
user-generated actions
Actions defined by a system administrator to

reflect the specific needs of a company that
can be saved with an incident, work order,
and other records to identify how a problem is
resolved.
validated field
A validated field type is a predefined list of

alphanumeric values set up using the
Database Administration utility. Only data
contained in the list can fill in the field. These
fields should contain only information that
does not change often.
value
The specific data that exists in a field within a

database table.
Vendor module
views
The version of a form that ships with BMC

Service Desk Express. The Database
Administration utility refers to a module as a
view. A base view represents a default
module or window. A group view represents
a customized view created by a specific group
or user. See also base view or group view.
virtual field
A virtual field type is defined in the Database

Administration utility and is used to append
to a base view to allow data from one table to
be viewed in a different table.
Web Custom Queries module
The Web Custom Queries module and the

Management Center module share identical
functionality of allowing you to create, copy,
modify, run, and delete queries. However,
you can only view records associated with a
query, and not in a graphical or report format.
The Web Custom Queries module is only
applicable to upgrade customers who
Center option pack. See also Management
Center module.
Whiteboard module

whiteboard notices.
Whiteboard Monitor module
An electronic bulletin board you can use to

post critical notes, publish enterprise-wide
information, and link related activities
regarding incidents.
Whiteboard Ticker module
A module that is used to configure the refresh

time, scrolling speed, and text size and color
associated with whiteboard notices. You can
also turn the whiteboard notice feature on or
off from this module.

information about a company or individual
who obtains materials or provides services for
a company.
Glossary
149
work order
Work orders are used to record task-oriented

resolutions associated with resolving an
incident that could not be resolved over the
telephone. You can open and associate a
single or multiple work orders with an
incident.
Most task-oriented procedures involve
desktop PCs or other assets in an
organization. Because of this, work orders are
tightly integrated with the Configuration
Management module, allowing you to track
services performed on individual
configuration items.
work order generator
Associated with an incident type used to

group multiple tasks (work orders) that are
associated with a single incident. When the
work order generator is assigned, all work
orders are automatically generated, saving a
staff member the time of creating them one by
one.
Work Order Generator module

work orders related to a particular incident
type.
Work Order module

work orders (usually requires repair or
maintenance activities). This module is fully
integrated with the Incident, Configuration
Items, Configurations, and Purchase
Requests, Change, and Problem modules.
Work Schedules module
A module that allows a system administrator

to create and manage work schedules for
support staff members to define when they
are available to have work assigned.
150
Glossary
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
about Client Services 14
accessing
configuration tools 20
customization tools 20
adding
an FAQ 57
forms 78
incidents 103
topic messages 132
administration tools
sending email to the help desk 127
viewing events (whiteboards) 128
working with 126
alerts
filtering 129
using the ticker 128
viewing 128
assigning
a navigation 90
custom forms 80
pop-up windows 93
attachments
adding 106
removing 107
attachments grid, customizing 76
audience for this guide 9
B
BMC Software, contacting 2
C
category records, setting up 17
changing
purchase requests 123
service requests 115
changing the default password for a staff
member 2526
clearing your internet browser cache 101

client access information, defining 39
client IDs, creating 26
client records, setting up 17
Client Services
about 14
creating a group 20
Home tab, managing 86
Self Service Desk comparison 97
closing
incidents 111
comments, entering FAQ 61
configuration tools, accessing 20
configurations, other 29
controls, adding sections and tabs 77
copying, FAQ category information 58
creating
client IDs 2627
FAQ categories 56
FAQ records 60
incidents 103
navigation 73, 82
security settings records 51
Self Service groups 2022
topic messages 132
customer support 3
customizable form view 67
customization activities, completing 18
customization tools
accessing 20
overview 6671
customizing
assigning a navigation 90
attachments grid 76
body (background) of a form 76
controls (sections and tabs), adding 77
creating forms 74
deleting forms 80
deleting navigation 89
Index
151
customizing (continued)
fields 76
forms
adding 78
assigning 80
modifying 79
images 77
items requested grid 76
labels (text only) 75
lines 76
navigation 81
navigation, creating 82
navigation, modifying 89
navigator bars 8191
objects
aligning 77
deleting 78
moving 78
resizing 78
pop-up windows 91
modifying 91
Self Service forms 7481
separator boxes 75
titles of forms, changing 75
unassigning a navigation 90
customizing components, guidelines for 72
customizing the interface 16
D
date information, defining (Client Services only) 41
default forms
replacing 74
default forms and navigation, guidelines 72
default password, changing for a staff member 25
defaults, defining 33
defining
client access information 3941
date and time information (Client Services
only) 4143
e-mail categories (Client Services only) 4445
e-mail contacts (Client Services only) 4547
FAQ categories 5659
FAQs 6064
languages (Client Services only) 4749
quick ticket templates 3839
security settings 4953
support categories 3638
system labels (Client Services only) 54
system messages (Client Services only) 53
system titles 54
152
defining (continued)
translated navigation labels 88
various defaults 3336
deleting
FAQ category records 59
FAQ records 64
forms 80
navigation 89
discussion forum
a typical use case 130
adding new messages 132
overview 130
replying to messages 133
subscribing 132
unsubscribing 132
using 130
viewing messages posted to a topic for a 131
viewing topics for a 131
discussion forums for Self Service modules, setting
up 18
documentation related to this guide 9
documentation, related 9
E
editing
e-mail categories, defining (Client Services only) 44
e-mail contacts, defining (Client Services only) 45
email, sending to the help desk 127
events, associating with incident requests 30
F
FAQ
creating a record 60
deleting a record 64
modifying information 63
using (Client Services only) 124
viewing and modifying feedback 63
viewing feedback and entering comments 61
FAQ categories, defining 56
FAQ category
adding an FAQ 57
copying information 58
creating a 56
deleting a record 59
modifying information 59
viewing FAQs associated with a 58
FAQs, overview 60
features, Self Services modules 97
feedback, viewing and modifying FAQ 63
fields, customizing 76
filtering
alerts 129
change requests 120
form view, customizable 67
forms
adding 78
creating 74
custom forms
assigning 80
deleting 80
modifying 72, 79
G
global functionality in the Self Services modules 15
groups, overview 15
guide, audience for this 9
guidelines for customizing components 7273
H
headers
adding 83
changing the order of 83
deleting 83
modifying 83
help desk, sending email 127
I
incident requests, associating events 30
incidents
adding attachments 106
closing 111
creating 103
creating from Quick Tickets 104
printing 112
removing attachments 107
viewing details 108
working with 103
Internet browser cache, clearing 101
inventory items, selecting 123
items requested grid, customizing 76
K
keyboard usage, guidelines 73
Knowledge Search feature, using 125
knowledge tools 124
using the FAQ viewer feature 124
working with 124126
L
label text, customizing 75
languages, defining (Client Services only) 47
lines, customizing 76
links
adding 83
deleting 84
modifying 84
logging
incidents 103
logging in to the Self Service module 98
logging off the Self Service module 134
M
messages
creating 132
replying to 133
subscribing 132
unsubscribing 132
modifying
FAQ category information 59
FAQ feedback 63
FAQ information 63
forms 79
forms, guidelines 72
navigation 89
modules
adding 83
deleting 84
modifying 84
Index
153
N
navigation
assigning 90
creating 82
creating and modifying 73
customizing 81
defining translated labels 88
deleting 89
guidelines 72
modifying 89
unassigning 90
navigator bar, options 32
new incidents 103
notification ticker 2930
O
objects
aligning 77
deleting 78
moving 78
resizing 78
opening
incidents 103
other configurations 29
P
passwords
changing defaults for staff members 25
retrieving 101
permissions, assigning to staff members 23
pop-up windows
assigning 93
changing background colors 92
changing order of the columns 93
changing row colors on a column header 92
changing row colors on a list 92
changing sort order 92
changing text colors in the list 92
changing text colors on a column header 92
changing the text colors on a list 92
customizing 91
modifying 91
renaming default fields 93
selecting the fields 93
unassigning 94
154
printing
incidents 112
product support 3
purchase requests
creating 122
editing 123
filtering 120
printing 124
selecting items 123
viewing all 121
viewing details 121
working with 120121
Q
quick ticket templates
defining 38
selecting 17
Quick Tickets, creating incidents 104
R
records, locking and unlocking 15
reopening, service requests 116
replying, to topic messages 133
retrieve password 101
S
security settings records
creating 51
deleting 53
modifying 52
Security Settings window 50
security settings, defining 49
selecting
inventory items 123
quick ticket templates 17
Self Service
adding a new staff member to the group 22
assigning permissions to the staff member 23
creating a group 20
features and benefits 16
global functionality 15
logging off 134
logging on 98
Self Service Customization Wizard 66
Self Service database, giving access to 22
Self Service Desk, about 14
Self Service forms
creating 74
customizing 74
replacing 74
Self Service groups
adding new staff members 22
giving permissions to staff members 22
Self Service settings, defining 18
Self Services, feature comparison 97
separator box, customizing a 75
service requests
closing 115
creating 114
editing 115
printing 117
reopening 116
viewing details 113
working with (Client Services only) 112114
shortcut keys 98
style and objects toolbar 69
subscribing, discussion forum 132
support categories, defining 36
support, customer 3
system labels, defining (Client Services only) 54
system messages, defining (Client Services only) 53
system titles, defining 54
U
unassigning
navigation 90
pop-up windows 94
unsubscribing, discussion forum 132
users, overview 15
V
viewing
alerts (whiteboards) 128
change requests 120
customizable forms 67
FAQs associated with FAQ categories 58
incidents and incident details 108
purchase requests details 121
service request details 113
service requests details 113
viewing and modifying FAQ feedback 63
viewing FAQ feedback and entering comments 61
W
warning, languages and loading the virtual
directory 48
whiteboards for Self Service modules, setting up 18
window
Security Settings 50
window, Security Settings 50
working with
knowledge tools 124
tabs, Home 86
technical support 3
terminology differences 14
ticker, notification 29
ticker, using 128
time information, defining (Client Services only) 41
titles, changing 75
ToolBar window, using 68
toolbar, style and objects 69
topics
adding new messages 132
replying 133
subscribing 132
unsubscribing 132
translated navigation labels, defining 88
Index
155
156
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Self Services User&#39;s Guide

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BMC Service Desk Express 9.

Self Service Desk and Client

Contacting BMC Software

United States and Canada

BMC SOFTWARE INC

713 918 8800 or

(01) 713 918 8000

713 918 8000

Outside United States and Canada

(01) 713 918 8800

Copyright 1998, 20042008 BMC Software, Inc.

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

Operating system and environment information

Sequence of events leading to the problem

Commands and options that you used

Product error messages

License key and password information

E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,

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

Self Service Desk Overview

About Self Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring Self Service Desk

Accessing the configuration and customization tools . . . . . . . . . . . . . . . . . . . . . . . . . .

Defining Self Service settings

Navigator Bar options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Defining email contacts (Client Services only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Configuring Frequently Asked Questions (FAQs)

Defining FAQ categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Customizing the Self Service module

Customization tools overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Self Service Desk and Client Services Administrators Guide

Customizing tabs in a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using the Self Service module

Self Service Desk overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Working with changes (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Self Service Desk and Client Services Administrators Guide

BMC Service Desk Express 9.6

You can access product Help by clicking on Help links.

BMC Service Desk Express Release Notes

These documents (ReleaseNotes.pdf and

BMC Service Desk Express Quick Install

This guide lists requirements for hardware and Administrators

BMC Service Desk Express Installation

This guide lists the hardware and software

This guide describes how to create and manage Everyone

BMC Service Desk Express Business Rules

This guide describes setting up, configuring,

BMC Service Desk Express Client Side

This guide describes setting up, configuring,

BMC Service Desk Express Change

This guide describes how to create, modify,

BMC Self Service Desk Express and Client

This guide describes how to customize and use Administrators

BMC Service Desk Express Database

This guide describes how to use the Database Administrators

Self Service Desk and Client Services Administrators Guide

BMC Service Desk Express Integration

This guide addresses how to configure and

BMC Service Desk Express Help

The Help provides procedural information to Everyone

BMC Service Desk Express 9.6

Self Service Desk and Client Services Administrators Guide

Self Services User's Guide

Self Services User's Guide