BMC Service Request Management 8.1.01 SpacePDF

BMC Software Confidential. BladeLogic Confidential.
BMC Service Request Management version

8.1.01
Date:
21-Feb-2014 20:46
URL:
https://docs.bmc.com/docs/display/srm81/Home
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Table of Contents
1 Featured content ______________________________________________________________________ 13
2 Where to start ________________________________________________________________________ 14
3 About BMC Service Request Management 8.1 ________________________________________________ 15
4 What's new __________________________________________________________________________ 16
4.1 Urgent issues _____________________________________________________________________ 16
4.1.1
Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service Level
Management 8.1.00 __________________________________________________________________ 16

4.2 Documentation updates ____________________________________________________________ 17
4.2.1 Added information about providing feedback about Knowledge Base articles _______________ 17
4.2.2 Updated the procedure for exporting SRDs, PDTS, and supporting data ___________________ 17
4.2.3 Corrected information about importing and exporting data ____________________________ 17
4.3 Service packs and patches ___________________________________________________________ 17
4.3.1 Service pack 1 for version 8.1.00: 8.1.01 ____________________________________________ 17
4.3.2 Patch 2 for version 8.1.00: 8.1.00.002 _____________________________________________ 20
4.3.3 Patch 1 for version 8.1.00: 8.1.00.001 _____________________________________________ 28
4.4 Version 8.1.00 ____________________________________________________________________ 36
4.4.1 Simplified installation _________________________________________________________ 36
4.4.2 Update to the multi-tenancy model ______________________________________________ 37
4.4.3 Improved user experience ______________________________________________________ 37
4.4.4 Documentation updates _______________________________________________________ 38
4.4.5 Integrations ________________________________________________________________ 38
4.4.6 On Behalf Of license requirement for SRDs using an AIF _______________________________ 39
4.4.7 Email-based approvals ________________________________________________________ 39
4.4.8 Auto-approval chain for service requests __________________________________________ 39
4.4.9 Updates to the UI ____________________________________________________________ 39
4.5 Locating white papers, guides, and technical bulletins _____________________________________ 40
4.5.1 What has changed ___________________________________________________________ 40
4.5.2 Technical bulletins ___________________________________________________________ 41
4.5.3 Release notes _______________________________________________________________ 41
4.5.4 Guides _____________________________________________________________________ 41
4.5.5 White papers ________________________________________________________________ 42
4.5.6 Flashes ____________________________________________________________________ 43
5 Key concepts ________________________________________________________________________ 44
5.1 Business value ____________________________________________________________________ 44
5.1.1
What is BMC Service Request Management? ________________________________________ 45
5.1.2 About Service requests ________________________________________________________ 48

5.1.3 Managing the digital identity life cycle _____________________________________________ 51
5.2 End-to-end-process _______________________________________________________________ 52
BMC Service Request Management 8.1.01
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5.2.1 Analyze ____________________________________________________________________ 52

5.2.2 Set up the framework _________________________________________________________ 52
5.2.3 Define services ______________________________________________________________ 53
5.2.4 Configure approvals __________________________________________________________ 54
5.2.5 Configure assignments ________________________________________________________ 54
5.2.6 Configure entitlements ________________________________________________________ 55
5.2.7 What users see ______________________________________________________________ 55
5.3 User roles _______________________________________________________________________ 55
5.4 Architecture _____________________________________________________________________ 56
5.5 Calbro Services company example ____________________________________________________ 57
6 Planning ____________________________________________________________________________ 59
6.1 BSM environment recommendations __________________________________________________ 59
6.1.1
BSM Interoperability __________________________________________________________ 59
6.1.2 Mainframe integrations ________________________________________________________ 65

6.1.3 Compliance pending __________________________________________________________ 65
6.1.4 BSM Reference Stack _________________________________________________________ 66
6.2 Roles and permission groups in BMC Service Request Management ___________________________ 67
6.2.1 User permissions _____________________________________________________________ 69
6.2.2 User access to application consoles and functions ___________________________________ 72
6.2.3 Application Functional roles ____________________________________________________ 73
6.3 Sample data SRDs _________________________________________________________________ 74
6.3.1 Importing sample data SRDs ____________________________________________________ 78
7 Installing ____________________________________________________________________________ 80
7.1 Preparing for installation ____________________________________________________________ 80
7.1.1
Installation process overview ___________________________________________________ 80
7.1.2
Completing the planning spreadsheet ____________________________________________ 83
7.1.3
Application licenses __________________________________________________________ 83
7.1.4 Downloading the installation files ________________________________________________ 84

7.1.5
Setting up the installation environment ___________________________________________ 86
7.2 Performing the installation _________________________________________________________ 134

7.2.1
Installing on HP-UX after mounting the installation DVD ______________________________ 134
7.2.2 Installing BMC Service Request Management ______________________________________ 135

7.2.3 Running an installation health check _____________________________________________ 137
7.2.4 Installing help ______________________________________________________________ 138
7.3 Installing and upgrading on a mixed-version stack _______________________________________ 140
7.3.1
Supported mixed-version stack _________________________________________________ 140
7.3.2 Version 8.1.00 features not supported in a mixed-version stack ________________________ 141
7.4 Installing silently _________________________________________________________________ 141
7.4.1 Creating a silent txt file _______________________________________________________ 142
7.4.2 Example silent installation file __________________________________________________ 142
7.4.3 Running the installer in silent mode _____________________________________________ 145
7.4.4 Options for the silent .txt file ___________________________________________________ 146
7.4.5 Encrypting passwords ________________________________________________________ 148
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7.5 After installing the application on a stack other than 8.1.00 _________________________________ 150
7.6 Uninstalling the BMC Service Request Management file system ______________________________ 150
7.6.1 To uninstall the BMC Service Request Management file system on Windows ______________ 150
7.6.2 To uninstall the BMC Service Request Management file system on UNIX __________________ 151
8 Configuring after installation ____________________________________________________________ 152
8.1 Configuring the default web path ____________________________________________________ 152
8.1.1
To configure the default web path ______________________________________________ 152
8.2 Setting application preferences and options ____________________________________________ 153

8.2.1 Setting Service Catalog Manager Console preferences _______________________________ 153
8.2.2 Setting Business Manager Console preferences _____________________________________ 154
8.2.3 Setting Service Request Coordinator Console preferences ____________________________ 154
8.2.4 Setting Work Order Console preferences _________________________________________ 155
8.3 Configuring BMC Atrium Service Context for BMC Service Request Management ________________ 156
8.3.1 Registering the ServiceContext web service for BMC applications _______________________ 157
8.3.2 Configuring authentication for BMC Atrium Service Context ___________________________ 158
8.3.3 Setting up the Owner field _____________________________________________________ 161
8.3.4 Testing connectivity with BMC Atrium Service Context providers _______________________ 162
8.4 Configuring the Notification Engine __________________________________________________ 163
8.4.1 To modify the Escalation server threads count _____________________________________ 163
8.4.2 Related topic _______________________________________________________________ 163
8.4.3 BMC Service Request Management notification events _______________________________ 163
8.5 Configuring email-based approvals ___________________________________________________ 166
8.5.1 Before you begin ____________________________________________________________ 167
8.5.2 Enabling email-based approvals ________________________________________________ 168
8.5.3 Customizing approval emails __________________________________________________ 168
8.6 Configuring the Request ID link in Approval Central _______________________________________ 171
8.6.1 To configure a custom Request ID link in Approval Central ____________________________ 171
8.6.2 Related topics ______________________________________________________________ 172
8.7 Showing or hiding Crystal Reports ____________________________________________________ 172
8.7.1 Before you begin ____________________________________________________________ 172
8.7.2 To show or hide Crystal Reports ________________________________________________ 172
8.7.3 Related topics ______________________________________________________________ 173
8.8 Enabling localization ______________________________________________________________ 173
8.8.1 To enable localization ________________________________________________________ 173
8.9 Configuring Submitter mode ________________________________________________________ 173
8.9.1 To configure Submitter mode __________________________________________________ 173
8.9.2 Related topic _______________________________________________________________ 174
8.10 Configuring BMC Remedy AR System server for private server queue _________________________ 174
8.10.1 Generating a private server queue _______________________________________________ 175
8.10.2 Configuring the CAI PluginRegistry form __________________________________________ 175
8.10.3 Configuring the CAI integration _________________________________________________ 176
8.10.4 Configuring remote integrations ________________________________________________ 177
8.11 Updating hard-coded server host name references _______________________________________ 178
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8.11.1 To update hard-coded server host name references _________________________________ 178

8.12 Changing the database schema sort order ______________________________________________ 179
8.12.1 To change the schema sort order _______________________________________________ 179
8.13 Synchronizing people data _________________________________________________________ 180
8.14 Exporting forms __________________________________________________________________ 180
8.14.1 To export and import the form definitions ________________________________________ 180
8.15 Configuring the URL used with the mid tier _____________________________________________ 181
8.16 Changing the time zone ____________________________________________________________ 181
8.16.1 To specify a time zone ________________________________________________________ 181
8.17 Creating user preference records _____________________________________________________ 181
8.17.1 To add a user preference record ________________________________________________ 181
8.18 Setting up JBoss to work with BMC Service Request Management ___________________________ 182
8.18.1 To set up JBoss to work with BMC Service Request Management _______________________ 182
8.19 Hiding or displaying the Task and Categorization tab on the Work Order form __________________ 182
8.19.1 To hide or display the Task and the Categorization tabs ______________________________ 182
8.20 Creating Windows shortcuts to a console or home page ___________________________________ 183
8.21 Setting the tenancy mode __________________________________________________________ 183
8.21.1 To set the tenancy mode ______________________________________________________ 183
8.22 Using the mid tier prefetch utility ____________________________________________________ 184
8.22.1 Tips for using prefetch with Apache Tomcat _______________________________________ 184
8.22.2 Prefetch components ________________________________________________________ 185
8.23 Integrating BMC Remedy Identity Request Management ___________________________________ 187
8.23.1 Overview of the CONTROL-SA adapter ___________________________________________ 187
8.23.2 Prerequisites to configure CTSA adapter with Identity Management Suite _________________ 188
8.23.3 Extracting adapter components for Identity Request Management ______________________ 190
8.23.4 Generating keystore for CTSA adapter ___________________________________________ 192
8.23.5 Configuring the system to work with JBOSS or WebSphere ___________________________ 194
8.23.6 Configuring Identity Request Management adapter information ________________________ 197
8.23.7 Reloading the adapter configuration ____________________________________________ 200
8.23.8 Defining entitlement policies for BMC Identity Request Management services _____________ 200
8.23.9 Adding customized fields to the People vendor form on ESS __________________________ 200
9 Upgrading __________________________________________________________________________ 203
9.1 Upgrade process overview _________________________________________________________ 203
9.2 Preparing to upgrade _____________________________________________________________ 206
9.3 Importing sample data when upgrading _______________________________________________ 208
9.4 Upgrading BMC Service Request Management __________________________________________ 208
9.4.1 Running the installer multiple times _____________________________________________ 209
9.4.2 Before you begin ___________________________________________________________ 209
9.4.3 To install BMC Service Request Management ______________________________________ 209
9.5 Update to the multi-tenancy model ___________________________________________________ 212
9.5.1 Related topics ______________________________________________________________ 213
9.5.2 Multi-tenancy model customizations overwritten by the multi-tenancy update ____________ 213
9.5.3 Reconciling customizations to the multi-tenancy model _____________________________ 237
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9.5.4 Managing the multi-tenancy update _____________________________________________ 239

9.5.5 Starting the multi-tenancy update utility manually __________________________________ 245
9.5.6 After installing the multi-tenancy update _________________________________________ 248
9.5.7 Troubleshooting the multi-tenancy update _______________________________________ 249
9.6 Completing an upgrade ____________________________________________________________ 250
9.6.1 To complete an upgrade ______________________________________________________ 250
9.7 Upgrading Data Visualization modules _________________________________________________ 251
9.7.1 To upgrade the Data Visualization modules ________________________________________ 251
9.8 Upgrading the Product Ordering PDT _________________________________________________ 251
9.8.1 To manually update a Product Ordering PDT ______________________________________ 251
9.8.2 Related topic _______________________________________________________________ 252
9.9 Reconciling custom AIF workflows ___________________________________________________ 252
9.9.1 To reconcile custom AIF workflows _____________________________________________ 252
9.10 Exporting and importing data between different versions of the application ____________________ 253
9.10.1 Related topics ______________________________________________________________ 253
9.11 After upgrading the application on a stack other than 8.1 __________________________________ 254
10 Using ______________________________________________________________________________ 255
10.1 Accessing the interface ____________________________________________________________ 255
10.1.1 To log in and access the BMC Remedy ITSM Suite applications _________________________ 255
10.2 Navigating the interface ___________________________________________________________ 256
10.2.1 IT Home page ______________________________________________________________ 256
10.2.2 Using the Overview console ___________________________________________________ 260
10.2.3 Navigating consoles, forms, and modules _________________________________________ 264
10.2.4 User interface standards for field labels ___________________________________________ 267
10.3 Using the Request Entry console _____________________________________________________ 268
10.3.1 Viewing information on the Request Entry console __________________________________ 269
10.3.2 User scenario ______________________________________________________________ 272
10.3.3 Using Knowledge Base articles to resolve problems _________________________________ 272
10.3.4 Submitting requests _________________________________________________________ 274
10.3.5 Submitting a request survey ___________________________________________________ 287
10.3.6 Providing feedback on the Request Entry console __________________________________ 288
10.3.7 Setting user preferences for the Request Entry console ______________________________ 288
10.4 Using the Service Request Coordinator Console _________________________________________ 290
10.4.1 Search criteria for managing service requests ______________________________________ 291
10.4.2 Company and Console View options _____________________________________________ 291
10.4.3 Viewing details in a service request ______________________________________________ 292
10.4.4 Adding work information to a request from the Service Request Coordinator Console _______ 293
10.4.5 Reviewing user suggestions ___________________________________________________ 293
10.5 Reviewing the approval cycle of a request ______________________________________________ 293
10.5.1 To review the approval cycle of requests _________________________________________ 294
10.6 Approving or rejecting requests via email ______________________________________________ 294
10.6.1 To approve or reject a request via email __________________________________________ 296
10.7 Approving requests by using Approval Central ___________________________________________ 297
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10.7.1 To approve requests by using Approval Central ____________________________________ 298

10.8 Using the Business Manager Console _________________________________________________ 298
10.8.1 Viewing status overview information ____________________________________________ 299
10.8.2 Request status _____________________________________________________________ 300
10.8.3 Viewing request details in the Business Manager Console _____________________________ 300
10.8.4 Adding work information to a request from the Business Manager Console _______________ 301
10.9 Using the Work Order Management application _________________________________________ 301
10.9.1 Functional roles in Work Order Management ______________________________________ 302
10.9.2 Using the Work Order Console _________________________________________________ 304
10.9.3 Creating work orders ________________________________________________________ 306
10.9.4 Assigning work orders manually ________________________________________________ 314
10.9.5 Updating assignment availability ________________________________________________ 315
10.9.6 Communicating with work order assignees and groups ______________________________ 315
10.9.7 Searching for work orders _____________________________________________________ 318
10.9.8 Viewing details of a service request associated with a work order _______________________ 320
10.9.9 Viewing truncated data in a work order __________________________________________ 320
10.9.10Using BMC Atrium Service Context ______________________________________________ 321
10.9.11Using reminders ____________________________________________________________ 323
10.9.12Working with tasks __________________________________________________________ 325
10.9.13Closing work orders _________________________________________________________ 338
10.9.14Updating your profile ________________________________________________________ 338
10.10Using Identity Request Management Services ___________________________________________ 339
10.10.1Requesting access rights _____________________________________________________ 339
10.10.2Requesting removal of access rights ____________________________________________ 339
10.10.3Requesting to unlock or enable accounts ________________________________________ 340
10.10.4Requesting password changes _________________________________________________ 340
10.10.5Submitting requests for other people ____________________________________________ 341
10.11Accessing user information _________________________________________________________ 342
10.12Communicating with users _________________________________________________________ 342
10.12.1Sending and receiving notifications _____________________________________________ 342
10.12.2Working with broadcasts _____________________________________________________ 345
10.13Fulfilling service requests __________________________________________________________ 347
10.13.1Related topics ______________________________________________________________ 348
10.13.2Relationships of request states to fulfillment application states ________________________ 348
10.13.3Completing requests ________________________________________________________ 349
10.13.4Viewing activity log entries in the request ________________________________________ 350
10.13.5Viewing details of requests in fulfillment applications ________________________________ 350
10.13.6Using global search to find a request ____________________________________________ 351
10.14Using reports ___________________________________________________________________ 355
10.14.1Predefined reports __________________________________________________________ 355
10.14.2Generating reports __________________________________________________________ 357
10.15Using search ____________________________________________________________________ 358
10.15.1Managing custom searches ____________________________________________________ 358
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Managing custom searches ___________________________________________________ 358

10.15.2Searching all records ________________________________________________________ 360
10.15.3Searching all records from a hub server __________________________________________ 361
10.16Using social collaboration __________________________________________________________ 361
10.16.1Chat integration ____________________________________________________________ 362
10.16.2RSS feeds _________________________________________________________________ 362
10.16.3Twitter integration __________________________________________________________ 362
10.16.4Related topics _____________________________________________________________ 363
10.16.5Enabling chat, Twitter notifications, and RSS feeds __________________________________ 363
10.16.6Using chat ________________________________________________________________ 363
10.16.7Subscribing to RSS feeds ______________________________________________________ 371
10.16.8Receiving BMC Remedy ITSM broadcasts on Twitter ________________________________ 372
11 Administering _______________________________________________________________________ 373
11.1 Getting started ___________________________________________________________________ 373
11.1.1 Configuration prerequisites ____________________________________________________ 373
11.1.2 Configuration steps __________________________________________________________ 374
11.1.3 Opening application consoles __________________________________________________ 378
11.1.4 About the Application Administration console _____________________________________ 378
11.1.5 Defining the application administrator ___________________________________________ 379
11.1.6 Performing a standard configuration _____________________________________________ 381
11.1.7 Managing standard configuration data ___________________________________________ 382
11.1.8 Configuring mid tier and multi-tenancy settings ____________________________________ 383
11.1.9 Configuring the mid tier to view DVF fields ________________________________________ 384
11.1.10Configuring business hours and holidays _________________________________________ 385
11.1.11 Creating on-behalf-of definition rules ___________________________________________ 386
11.1.12Allowing unknown users to access the Request Entry console _________________________ 388
11.1.13Making the application accessible for users with disabilities ___________________________ 389
11.2 Configuring navigational categories __________________________________________________ 389
11.2.1 Defining global navigational categories __________________________________________ 392
11.2.2 Defining company navigational categories ________________________________________ 393
11.2.3 Sorting navigational categories _________________________________________________ 395
11.3 Creating services _________________________________________________________________ 396
11.3.1 Configuring BMC Service Request Management video _______________________________ 397
11.3.2 How service request definitions are related to Atrium Service Catalog ___________________ 398
11.3.3 Creating application templates and application object templates _______________________ 400
11.3.4 Creating process definition templates ____________________________________________ 411
11.3.5 Creating service request definitions _____________________________________________ 432
11.3.6 Configuring packages and entitlement ___________________________________________ 512
11.3.7 Configuring approvals for SRDs and requests ______________________________________ 521
11.3.8 Working with surveys ________________________________________________________ 542
11.3.9 Using the Service Request Designer _____________________________________________ 546
11.4 Setting up the Work Order Management application ______________________________________ 556
11.4.1 About the Work Order form ___________________________________________________ 556
11.4.2 Work Order form Best Practice and Classic views ___________________________________ 559
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11.4.3 Adding or modifying a customer profile __________________________________________ 564

11.4.4 Configuring work assignments _________________________________________________ 566
11.4.5 Managing service targets in Work Order Management _______________________________ 573
11.4.6 About work order status transitions ______________________________________________ 576
11.4.7 Viewing the audit log ________________________________________________________ 581
11.5 Creating requests from fulfillment applications __________________________________________ 582
11.5.1 Work order and service request status comparison __________________________________ 582
11.5.2 Change request and service request status comparison ______________________________ 583
11.5.3 Incident and service request status comparison ____________________________________ 585
11.5.4 To generate a request from a fulfillment application _________________________________ 586
11.5.5 Related topic ______________________________________________________________ 586
11.5.6 How activity log information is passed ___________________________________________ 586
11.6 Importing and exporting data _______________________________________________________ 587
11.6.1 About migrating BMC Service Request Management objects and data ___________________ 587
11.6.2 Exporting SRDs, PDTS, and supporting data _______________________________________ 589
11.6.3 Preparing the server for import _________________________________________________ 592
11.6.4 Importing SRDs, PDTs, and supporting data _______________________________________ 594
11.6.5 Viewing the history of imports and exports ________________________________________ 603
11.7 Viewing object relationships: 8.1.01 and later ___________________________________________ 604
11.8 Working with the Request Entry console _______________________________________________ 604
11.8.1 Related topics ______________________________________________________________ 605
11.8.2 Defining default Request Entry console preferences _________________________________ 605
11.8.3 Configuring request entry preferences ___________________________________________ 606
11.8.4 Promoting services in the slide show ____________________________________________ 607
11.8.5 Displaying popular articles ____________________________________________________ 609
11.8.6 Configuring quick links _______________________________________________________ 610
11.8.7 Rebranding the Request Entry console ___________________________________________ 611
11.8.8 Opening the Request Entry console in context _____________________________________ 618
11.8.9 Configuring service request query exclusions ______________________________________ 624
11.8.10Viewing statistics of searched terms on the Request Entry console _____________________ 625
11.9 Internationalization and localization __________________________________________________ 626
11.9.1 Configuring the BMC Remedy AR System server for localization ________________________ 627
11.9.2 Supported languages ________________________________________________________ 627
11.9.3 Localizing the application _____________________________________________________ 628
11.10Configuring Identity Request Management _____________________________________________ 638
11.10.1Configuring access roles for Identity Request Management ___________________________ 638
11.10.2Managing service configurations _______________________________________________ 639
11.10.3Reloading the configuration ___________________________________________________ 640
11.10.4Configuring approval for Identity Request Management _____________________________ 640
11.10.5Configuring for debug mode for Identity Request Management ________________________ 643
11.10.6Configuring passwords for change request service __________________________________ 643
11.10.7Configuring requests for Identity Request Management ______________________________ 645
12 Developing _________________________________________________________________________ 646
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12.1 Customizing BMC Service Request Management ________________________________________ 646

12.2 Developing integrations ___________________________________________________________ 646
12.2.1 Integration overview _________________________________________________________ 647
12.2.2 Integration methods _________________________________________________________ 651
12.2.3 Configuring third-party applications for integration _________________________________ 652
12.2.4 Web services for BMC Service Request Management ________________________________ 664
12.2.5 Web services for Work Order Management ________________________________________ 669
12.2.6 Developer information for the Identity Request Management adapter ___________________ 672
13 Troubleshooting _____________________________________________________________________ 680
13.1 Troubleshooting the installation, migration, or upgrade ___________________________________ 680
13.1.1 Resolving errors with default currency settings ____________________________________ 680
13.1.2 Manually registering application plug-ins _________________________________________ 681
13.2 Working with logs ________________________________________________________________ 683
13.2.1 Viewing installation and uninstallation log files _____________________________________ 683
13.2.2 Contents of the logs _________________________________________________________ 685
13.2.3 Analyzing logs _____________________________________________________________ 690
13.2.4 Collecting diagnostics in a zip file _______________________________________________ 692
13.2.5 Viewing a Log Zipper output file with Maintenance Tool ______________________________ 693
13.3 Troubleshooting Identity Request Management issues ____________________________________ 695
13.3.1 Troubleshooting error messages in Identity Request Management ______________________ 695
13.3.2 Informational messages for Identity Request Management ____________________________ 703
13.3.3 Troubleshooting CTSA Adapter errors for Identity Request Management _________________ 704
13.4 Troubleshooting processes related to a service __________________________________________ 706
13.4.1 Viewing processes related to a request ___________________________________________ 706
13.4.2 Other troubleshooting tips ____________________________________________________ 707
13.5 Troubleshooting localization ________________________________________________________ 709
13.6 Troubleshooting SRD ID number generator conflicts on the production server: 8.1.01 and later _____ 710
13.6.1 To create a new record in the SRD:CFG DefinitionNumGenerator form ___________________ 711
13.6.2 Related topic _______________________________________________________________ 711
13.7 BMC Service Request Management Maintenance tool _____________________________________ 711
13.7.1 Collect and view logs ________________________________________________________ 712
13.7.2 Perform a health check _______________________________________________________ 712
13.7.3 Encrypt passwords __________________________________________________________ 712
13.7.4 Other BMC Remedy ITSM Suite Maintenance tools __________________________________ 712
14 Known and corrected issues ____________________________________________________________ 714
14.1 Installation issues _________________________________________________________________ 714
14.2 Application issues ________________________________________________________________ 719
14.3 Documentation issues _____________________________________________________________ 725
14.4 Related topic ____________________________________________________________________ 726
15 Support information __________________________________________________________________ 727
15.1 Contacting Customer Support _______________________________________________________ 727
15.2 Support status ___________________________________________________________________ 727
16 Additional resources __________________________________________________________________ 728
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17 Index ______________________________________________________________________________ 729
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This space contains information about the BMC Service Request Management 8.1 release, which is part of the
BMC Remedy IT Service Management Suite 8.1 release.
Warning
(February 2014) Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service
Level Management 8.1.00
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1 Featured content
Service pack 1 for version 8.1.00: 8.1.01
New features in release 8.1.0
Known and corrected issues
Key concepts
Creating services
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2 Where to start
End users: Using
Administrators: Planning, Installing, Configuring after installation, and Administering
Architects: Architecture
Developers: Developing
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3 About BMC Service Request Management 8.1

The BMC Service Request Management application enables an IT department and other business departments to
define offered services, publish those services in a service catalog, and automate the fulfillment of those services
for their users. With BMC Service Request Management, users can help themselves, which reduces the number of
requests coming into the service desk. As a result, IT professionals can focus on more mission-critical activities,
such as resolving incidents related to service failures and restoring critical services. The application also provides
the ability to automate workflows for each service, enforcing process consistency and faster request fulfillment.
The BMC Service Request Management application runs on the BMC Remedy Action Request System (BMC
Remedy AR System) platform and consumes data from the BMC Atrium Configuration Management Database
(BMC Atrium CMDB).
BMC Service Request Management works with other applications, such as BMC Incident Management and BMC
Change Management, to resolve user requests. BMC Service Request Management manages the entire process,
from submission to completion.
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4 What's new
This section provides information about what is new or what has changed in the BMC Service Request
Management 8.1 release, including updates introduced by service packs and patches when they become
available.
Urgent issues
Documentation updates
Service packs and patches
Version 8.1.00
Locating white papers, guides, and technical bulletins
4.1 Urgent issues

This section contains information about issues in the BMC Service Request Management product that require
your immediate attention.
Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service Level Management
8.1.00
4.1.1 Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00
and BMC Service Level Management 8.1.00
Note
The information in this topic is tailored to BMC Remedy ITSM 8.1.01, but the compatibility issues also
apply to BMC Service Request Management 8.1.01.
The following compatibility issues have been identified with BMC Remedy ITSM Service Pack 1 for version 8.1.00
and BMC Service Level Management 8.1.00:
Fresh installation of BMC Remedy ITSM 8.1.01 with BMC Service Level Management 8.1 is not supported.
You will encounter the following errors if you try to upgrade or install BMC Service Level Management 8.1:
Forms, views and, integrations are downgraded.
All foundation fixes done after 8.1.00 are lost.
For more information, see SW00464141.
This issue will be fixed with the release of BMC Service Level Management Service Pack 1 for 8.1.00.
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Note: BMC Service Level Management 8.1.00 is not supported with BMC Remedy ITSM 8.1.01. See BMC Service
Level Management compatibility.
4.2 Documentation updates

This topic contains information about documentation updates for BMC Service Request Management that are not
related to urgent issues, maintenance releases, service packs, or patches.
4.2.1 Added information about providing feedback about Knowledge Base

articles
November 6, 2013: The new Providing feedback about a Knowledge Base article topic describes how to rate and
comment on Knowledge Base articles opened from the Request Entry console.
4.2.2 Updated the procedure for exporting SRDs, PDTS, and supporting data
November 1, 2013: The Exporting SRDs, PDTS, and supporting data topic has been updated with information
about the file name and path to use when performing an export.
4.2.3 Corrected information about importing and exporting data

October 17, 2013: The Importing data from the Import Export Console section contained information about
Version and Patch fields that is not applicable to this release, and that information has been removed.
Information about minimum version requirements when exporting and importing data is still applicable, and is
documented in Exporting and importing data between different versions of the application.
4.3 Service packs and patches

This section provides information about the various service packs and patches that are available for BMC Service
Request Management 8.1.
Service pack 1 for version 8.1.00: 8.1.01
Patch 2 for version 8.1.00: 8.1.00.002
Patch 1 for version 8.1.00: 8.1.00.001
4.3.1 Service pack 1 for version 8.1.00: 8.1.01

This topic contains information about fixes and enhancements in this service pack and provides instructions for
downloading and installing the service pack.
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Tip
For information about issues corrected in this service pack, see Known and corrected issues.
Enhancements
Downloading the service pack
Installing the service pack
Note
BMC Service Level Management 8.1 is not compatible with BMC Remedy ITSM 8.1.01. These
compatibility issues also apply to BMC Service Request Management 8.1.01.
The compatibility enforces the following limitations:
Fresh installation of BMC Remedy ITSM 8.1.01 with BMC Service Level Management 8.1 is
not supported.
If you try to upgrade BMC Service Level Management to 8.1.00 after BMC Remedy ITSM
8.1.01, you will encounter following errors:
Forms,views and, integrations are downgraded.
All foundation fixes done after 8.1.00 are lost.
Also see defect SW00463181, SW00463857 and SW00464141.
If your current BMC Remedy ITSM environment is on 7.6.04 or 8.0.xx and if you want
leverage multi-tenancy capability introduced with BMC Service Level Management 8.1, it is
recommended you wait for the next service pack of BMC Service Level Management 8.1. Or
you can use the manual workarounds documented with the defects mentioned above.
However, if your current BMC Remedy ITSM environment is on 8.1.00 and you already have
BMC Service Level Management 8.1, you can upgrade to BMC Remedy ITSM 8.1.01.
Enhancements
Service Pack 1 provides the following enhancements:
Merge data import enhancement

When you migrate objects from a development environment to a test or production environment, you can use
the new Merge data import option to update objects on the target server. In addition, you can view relationships
among service request definitions (SRDs), process definition templates (PDTs), application object templates
(AOTs), and application templates, so you can see which objects will be affected by an import. The Import Export
Console also provides more detailed information about export and import results, such as a list of objects and the
error messages associated with them.
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Other import and export enhancements include:

Improved data export performance
Support for exporting and importing SRD packages and SRD levels
For more information, see Exporting SRDs, PDTS, and supporting data and Import data options.
UI enhancements
The BMC Service Request Management UI includes the following enhancements:
Resizeable Request Details window When opened by an IT fulfillment specialist from a work order,
change, or incident, the Request Details window is now part of the BMC Remedy ITSM navigation
framework. This makes the window larger and resizeable, and allows easier navigation from the
breadcrumbs bar. In addition, in the Process View tab, the Properties pane is collapsed by default to
produce more window space. See Viewing details of requests in fulfillment applications.
Approval question/response integration When an approver asks a question about a request, the request
appears in the Requests Needing Attention list in the My Requests pod, and the user can click the Respond
link to send an answer. See Viewing and managing your requests .
Popular request descriptions In the Popular Requests list in the Request Entry console, you can now view
the description of a service request by clicking the Request Description icon that appears when you mouse
over the name. In previous versions, the description appeared after you moused over the name and paused
for a few seconds. The new method allows users to be more intentional about viewing the description, and
the description appears more rapidly. See Submitting requests.
Data Wizard enhancement

The data wizard now supports BMC Knowledge Management and BMC Service Request Management forms when
you modify Foundation data. For information about using the data wizard, see Overview of the data wizard.
DVF logging enhancement

BMC Service Request Management data visualization fields (DVFs) are now included in data visualization module
(DVM) logging. For information about enabling DVM logging, see Configuring the Log Settings page.
Product Ordering PDT enhancement

The Product Ordering PDT has been simplified to use fewer steps, while keeping the same overall flow. See
Overview of the Product Ordering feature.
Downloading the service pack

For download instructions, see Downloading the installation files.
Installing the service pack

For installation instructions, see Installing or Upgrading.
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Related topics
4.3.2 Patch 2 for version 8.1.00: 8.1.00.002

Patch 2 is a cumulative release and includes all of the fixes that were provided in Patch 1. For information about
issues that have been resolved in Patch 1 and Patch 2, see Known and corrected issues.
The patch installer automatically determines which modules are already installed on the target computer and
then applies the patches only to those modules. For example, if you run the BMC Remedy ITSM Suite patch
installer on a computer on which you have installed only BMC Change Management, only the fixes relevant to
BMC Change Management are applied.
Note
You must have version 8.1.00 installed before you can apply this patch. Separate patch installers are
available for BMC Remedy AR System, BMC Remedy ITSM Suite, and BMC Service Request Management.
Refer to the BMC Remedy AR System patch documentation for information about applying the BMC
Remedy AR System patch.
The following sections provide information about installing the patches for BMC Remedy ITSM Suite and BMC
Service Request Management:
Installing the patch and reviewing the results
Installing the patch on a server group
Disabling escalations
Removing a server from a server group
Applying the Data Management hotfix
Reviewing the patches that are installed on your computer
Performing a silent installation
Reconciling your customizations
Comparing objects after you upgraded with overlays already present
Related topics
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Before you begin
The patch installer does not use the Install Anywhere Framework and is not affected by the
IATEMPDIR system variable. If the default %TEMP% directory has insufficient space, increase the
available space or change its location.
Ensure that all AR objects, such as forms and workflows, have been released before you apply the
patch.

Note
If you have not already done so, disable escalations on the BMC Remedy AR System Server, by following
the instructions that are provided in Disabling escalations.
1. Download the patch installer from the BMC Electronic Product Distribution (EPD) site, or navigate to the
installation directory on the CD.
2. Unzip the installer.
3. Navigate to the Disk 1 folder.
4. Start the installer:
(Microsoft Windows) Run setup.cmd.

(UNIX) Log on as root and run setup.sh.
Note
You might receive the Cannot find a JAVA_HOME error message, if you have not
configured the JAVA_HOME location as an environment variable. You must also update the
PATH environment variable.
For example:
On Windows
JAVA_HOME = C:\Program Files\Java\jre6
PATH = C:\Program Files\Java\jre6\bin
On UNIX
$JAVA_HOME = /usr/java7_64/jre/
$PATH = /usr/java7_64/jre/bin
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5. In the lower-right corner of the Welcome page, click Next.

6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
7. On the Patch contents page, review what is included in the patch, and then click Next.
8. On the BMC Remedy AR System User Inputs page, review the AR System server values, and then click Next.
9. The Installation Preview page lists the components to which the patch will be applied. Review the list, and
then click Install.
10. When the patch installation is finished and the Installation Summary page appears, click View Log to review
the SEVERE error messages or warnings in the product installer log.
Determine whether any errors were caused by network, host, or other environment-related issues.
The installation log is located in the %TEMP% folder of your computer. For example:
11.
12.
13.
14.
(BMC Remedy ITSM Suite)

C:\Users\Administrator\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
(BMC Service Request Management) C:\Users\Administrator\AppData\Local\Temp\
bmcservicerequestmanagement _install_log.txt
Close the log when you finish.
Click Done to exit the patch installer.
Enable escalations, if you disabled them at the start of the procedure.
Use the Maintenance Tool to verify installation by Reviewing the patches that are installed on your
computer.
Back to top

To install the patch on a server group, perform the following steps:
Recommendation
BMC recommends, for efficiency of installation, that you install the BMC Remedy AR System patch, the
BMC Remedy IT Service Management Suite patch, the BMC Service Request Management patch, and the
BMC Atrium Core hotfix together, before moving on to the next server.
For more information, refer to the BMC Remedy AR System patch documentation.
1. Shut down all of the non-administrator servers in the server group.

2. Disable the administrator server on the load balancer.
3. Remove the administrator server from the server group.
On the administrator server, perform the steps that are described in Removing a server from a server group
.
4. Disable escalations on the administrator server, by following the instructions that are provided in Disabling
escalations.
5. Install the patch on the administrator server by following the instructions that are provided in Installing the
patch and reviewing the results.
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6. Enable escalations on the administrator server by reversing the steps that you performed in Disabling
escalations.
7. Add the administrator server back to the server group, by reversing the steps that you performed in
Removing a server from a server group.
8. Restart the administrator server and enable it on the load balancer.
9. On each of the non-administrator servers, perform the following steps:
a. Start the BMC Remedy AR System service.
b. Install the patch by following the instructions that are provided in Installing the patch and reviewing
the results
c. Enable the server on the load balancer.
Back to top
To disable escalations, perform the following steps:
1. Open the BMC Remedy AR System Administration Console.
2. Open Server Information.
3. Click the Configuration tab.
4. Select Disable Escalations.
(Click the image to expand it.)
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5. Click Apply, and then OK.

Back to top

To remove a server from the server group, perform the following steps:
4. Deselect the Server Group Member option that appears at the bottom of the window.
6. Restart the server.
Back to top

If you use the Data Management feature of BMC Remedy IT Service Management, you must apply the BMC
Atrium Core hotfix that is shipped with the BMC Remedy AR System 8.1 Patch 002 installer. You do not need to
follow a particular installation sequence for applying the hotfix.
Note
The hotfix is not applied automatically.
When you extract the BMC Remedy AR System 8.1 Patch 2 installer, a .zip file that contains the hotfix is
created in the Disk1\utilities directory. To apply the hot fix, extract the .zip file, and follow the
instructions that are provided in the Readme.txt file.
Additionally, the information that is provided in this topic supersedes the information that is provided on
the Patch Content screen of the patch installer.
Important
The following update supersedes the instructions that are provided in the Readme.txt file:
The PCT:DMV:CreateDefaultCompanyAssoc_forVersion filter will be created when you install Patch 2.
You cannot back up this filter, because it does not exist in the base version (8.1.00) of the product.
This hotfix resolves the following issues:
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Defect ID
Description
SW00451260
The following error message us displayed during the Validation step you use the Data Management Tool to load Site data from the
Location.xlsx file:
ARERR 371: You cannot change the value of the Submitter field -- the 'submitter mode' of the system is
configured to be locked: Submitter
SW00452997
When you use the Data Management Tool to load data from the Product_Catalog.xlsx file, the Product Catalog does not associate
Model and Version data with Company data. You cannot see these records in the Product Catalog console.
Back to top

To review all the current patches installed on your computer, perform the following steps.
1. Open the Maintenance Tool, which is located in the Utilities folder in each of the installation directories for
BMC Remedy ITSM Suite, BMC Knowledge Management, and BMC Service Request Management. For
example:
C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities
C:\Program Files\BMC Software\BMCServiceRequestManagement\Utilities
2. Click Browse to Log.
3. Scroll through the Navigation pane to find the <Product>InstalledConfiguration.xml file for the product
patch that you installed. For example:
C:\Program Files\BMC
Software\BMCRemedyITSMSuite\BMCRemedyITSMSuiteInstalledConfiguration.xml
Software\BMCServiceRequestManagement\BMCServiceRequestManagementInstalledConfiguration.xml
4. Double-click the file to open it in the Maintenance Tool.
5. Click the Product Feature Map tab.
6. Under Updates, review the patches installed on your computer (for example, Patch 001).
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Back to top

Perform the following steps to perform a silent installation of the patch.
1. Use the Maintenance Tool to create an encrypted password.
2. Create a text file called Options.txt and add the following options that correspond to user inputs.
-J
-J
-J
-J
BMC_AR_USER=<ARSystemAdminUser>
BMC_AR_PASSWORD=<ARSystemUserPassword>
BMC_AR_PORT=<ARSystemTCPPort>
BMC_AR_SERVER_NAME=<serverAlias>
For example:
-J
-J
-J
-J
BMC_AR_USER=Demo
BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
BMC_AR_PORT=0
BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
3. Open a command window and navigate to the Disk 1 folder.

4.
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4. Run the installer with the -i silent option. You must use an absolute path to the Options.txt file.
(Windows)setup.cmd -i silent -DOPTIONS_FILE= <pathToFile>\Options.txt

(UNIX) setup.sh -i silent -DOPTIONS_FILE= <pathToFile>/Options.txt
5. Use the Maintenance Tool to review the patch information.
6. Re-enable escalations after you finish installing the patch.
Back to top

For information about reconciling your customizations, see Comparing objects after you upgraded with overlays
already present. Ensure that you perform the required reconciliation after an upgrade with overlays already
present.
If you use the object modification log, see Object modification log for information about obtaining a list of
modified objects after you apply the hotfixes. Alternatively, if objects are modified by the patch, a Bill of Materials
file (BillofMaterials.txt) is available to identify the affected objects.
If you have not yet installed the patch, extract the installation files to a temporary destination, and then navigate
to the \Disk1\files sub-directory. Extract the 1fcfacc3aa57.zip, which creates the BillofMaterials.txt file in the
\81patches\patch002 directory.
Alternatively, after installing the patch, you can find the BillofMaterials.txt file in the <Installation directory>
Back to top

When you upgrade with overlays, you might have three objects to compare:
The new base object that is installed
The previous version's base object that was installed in the previous release
Your customized object (your overlay) from the previous release
You must determine how you want to compare the objects. You might perform a comparison as follows:
1. Compare the new base object with the previous version's base object to understand what BMC changed.
This helps you identify changes that BMC has made to its application in the upgrade.
2. Compare your customized object (your overlay) to the previous version's base object to understand what
changes you made to the object. This helps you identify the changes that you made in your overlay.
3. Compare your customized object (your overlay) with the new base object.
Then, you can determine whether you need to keep your customized object or if you can use the new base
object.
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To see if there are differences between two sets of objects, use BMC Remedy Migrator. To examine the different
objects so that you can understand whether to merge changes, use BMC Remedy Developer Studio.
To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a
Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network (
https://communities.bmc.com/communities/community/bmcdn).Back to top
Related topics
BMC Remedy AR System patch documentation
4.3.3 Patch 1 for version 8.1.00: 8.1.00.001

For information about issues that have been resolved in this patch, see Known and corrected issues.
The patch installer automatically determines which modules are already installed on the target computer and
then applies the patches only to those modules. For example, if you run the BMC Remedy ITSM Suite patch
installer on a computer on which you have installed only BMC Change Management, only the fixes relevant to
BMC Change Management are applied.
Note
You must have version 8.1.00 installed before you can apply this patch. Separate patch installers are
available for BMC Remedy AR System, BMC Remedy ITSM Suite, and BMC Service Request Management.
Refer to the BMC Remedy AR System patch documentation for information about applying the BMC
Remedy AR System patch.
The following sections provide information about installing the patches for BMC Remedy ITSM Suite and BMC
Related topic
Page 28 of 745
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Before you begin
The patch installer does not use the Install Anywhere Framework and is not affected by the
IATEMPDIR system variable. If the default %TEMP% directory has insufficient space, increase the
available space or change its location.
Ensure that all objects, such as forms and workflows, have been released before you apply the
patch.

Note
If you have not already done so, disable escalations on the BMC Remedy AR System Server, by following
the instructions that are provided in Disabling escalations.
1. Download the patch installer from the BMC Electronic Product Distribution (EPD) site, or navigate to the
installation directory on the CD.
4. Start the installer:

Note
You might receive the Cannot find a JAVA_HOME error message, if you have not
configured the JAVA_HOME location as an environment variable. You must also update the
PATH environment variable.
For example:
On Windows
JAVA_HOME = C:\Program Files\Java\jre6
PATH = C:\Program Files\Java\jre6\bin
On UNIX
$JAVA_HOME = /usr/java7_64/jre/
$PATH = /usr/java7_64/jre/bin
5. In the lower-right corner of the Welcome page, click Next.

6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
7.
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7. On the Patch contents page, review what is included in the patch, and then click Next.
8. On the BMC Remedy AR System User Inputs page, review the AR System server values, and then click Next.
9. The Installation Preview page lists the components to which the patch will be applied. Review the list, and
then click Install.
10. When the patch installation is finished and the Installation Summary page appears, click View Log to review
the SEVERE error messages or warnings in the product installer log.
Determine whether any errors were caused by network, host, or other environment-related issues.
The installation log is located in the %TEMP% folder of your computer. For example:
11.
12.
13.
14.
(BMC Remedy ITSM Suite)

C:\Users\Administrator\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
(BMC Service Request Management) C:\Users\Administrator\AppData\Local\Temp\
bmcservicerequestmanagement _install_log.txt
Click Done to exit the patch installer.
Enable escalations, if you disabled them at the start of the procedure.
Use the Maintenance Tool to verify installation by Reviewing the patches that are installed on your
computer.
Back to top

To install the patch on a server group, perform the following steps:
Recommendation
BMC recommends, for efficiency of installation, that you install the BMC Remedy AR System patch, the
BMC Remedy IT Service Management Suite patch, the BMC Service Request Management patch, and the
BMC Atrium Core hotfix together, before moving on to the next server.
For more information, refer to the BMC Remedy AR System patch documentation.
1. Shut down all of the non-administrator servers in the server group.

2. Disable the administrator server on the load balancer.
3. Remove the administrator server from the server group.
On the administrator server, perform the steps that are described in Removing a server from a server group
.
4. Disable escalations on the administrator server, by following the instructions that are provided in Disabling
escalations.
5. Install the patch on the administrator server by following the instructions that are provided in Installing the
patch and reviewing the results.
6. Enable escalations on the administrator server by reversing the steps that you performed in Disabling
escalations.
7.
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7. Add the administrator server back to the server group, by reversing the steps that you performed in
Removing a server from a server group.
8. Restart the administrator server and enable it on the load balancer.
9. On each of the non-administrator servers, perform the following steps:
a. Start the BMC Remedy AR System service.
b. Install the patch by following the instructions that are provided in Installing the patch and reviewing
the results
c. Enable the server on the load balancer.
Back to top
To disable escalations, perform the following steps:
4. Select Disable Escalations.
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Back to top

To remove a server from the server group, perform the following steps:
4. Deselect the Server Group Member option that appears at the bottom of the window.
Back to top

If you use the Data Management feature of BMC Remedy IT Service Management, you must apply the BMC
Atrium Core hotfix that is shipped with the BMC Remedy AR System 8.1 Patch 001 installer. You do not need to
follow a particular installation sequence for applying the hotfix.
Note
The hotfix is not applied automatically.
When you extract the BMC Remedy AR System 8.1 Patch 001 installer, a .zip file that contains the hotfix
is created in the Disk1\utilities directory. To apply the hot fix, extract the .zip file, and follow the
instructions that are provided in the Readme.txt file.
Additionally, the information that is provided in this topic supersedes the information that is provided on
the Patch Content screen of the patch installer.
Important
The following update supersedes the instructions that are provided in the Readme.txt file:
The PCT:DMV:CreateDefaultCompanyAssoc_forVersion filter is newly introduced in Patch 001. You
cannot back up this filter, because it does not exist in the base version (8.1.00) of the product.
This hotfix resolves the following issues:

Defect ID
Description
SW00451260
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Defect ID
Description
The following error message us displayed during the Validation step you use the Data Management Tool to load Site data from the
Location.xlsx file:
ARERR 371: You cannot change the value of the Submitter field -- the 'submitter mode' of the system is
configured to be locked: Submitter
SW00452997
When you use the Data Management Tool to load data from the Product_Catalog.xlsx file, the Product Catalog does not associate
Model and Version data with Company data. You cannot see these records in the Product Catalog console.
Back to top

To review all the current patches installed on your computer, perform the following steps.
1. Open the Maintenance Tool, which is located in the Utilities folder in each of the installation directories for
BMC Remedy ITSM Suite, BMC Knowledge Management, and BMC Service Request Management. For
example:
C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities
C:\Program Files\BMC Software\BMCServiceRequestManagement\Utilities
2. Click Browse to Log.
3. Scroll through the Navigation pane to find the <Product>InstalledConfiguration.xml file for the product
patch that you installed. For example:
Software\BMCRemedyITSMSuite\BMCRemedyITSMSuiteInstalledConfiguration.xml
Software\BMCServiceRequestManagement\BMCServiceRequestManagementInstalledConfiguration.xml
4. Double-click the file to open it in the Maintenance Tool.
5. Click the Product Feature Map tab.
6. Under Updates, review the patches installed on your computer (for example, Patch 001).
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Back to top

Perform the following steps to perform a silent installation of the patch.
1. Use the Maintenance Tool to create an encrypted password.
2. Create a text file called Options.txt and add the following options that correspond to user inputs.
-J
-J
-J
-J
BMC_AR_USER=<ARSystemAdminUser>
BMC_AR_PASSWORD=<ARSystemUserPassword>
BMC_AR_PORT=<ARSystemTCPPort>
BMC_AR_SERVER_NAME=<serverAlias>
For example:
-J
-J
-J
-J
BMC_AR_USER=Demo
BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
BMC_AR_PORT=0
BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
3. Open a command window and navigate to the Disk 1 folder.

4.
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4. Run the installer with the -i silent option. You must use an absolute path to the Options.txt file.
(Windows)setup.cmd -i silent -DOPTIONS_FILE= <pathToFile>\Options.txt

(UNIX) setup.sh -i silent -DOPTIONS_FILE= <pathToFile>/Options.txt
5. Use the Maintenance Tool to review the patch information.
6. Re-enable escalations after you finish installing the patch.
Back to top

For information about reconciling your customizations, see Comparing objects after you upgraded with overlays
already present. Ensure that you perform the required reconciliation after an upgrade with overlays already
present.
If you use the object modification log, see Object modification log for information about obtaining a list of
modified objects after you apply the hotfixes. Alternatively, if objects are modified by the patch, a Bill of Materials
file (BillofMaterials.txt) is available to identify the affected objects.
If you have not yet installed the patch, extract the installation files to a temporary destination, and then navigate
to the \Disk1\files sub-directory. Extract the 1fcfacc3aa57.zip, which creates the BillofMaterials.txt file in the
Alternatively, after installing the patch, you can find the BillofMaterials.txt file in the <Installation directory>
Back to top

When you upgrade with overlays, you might have three objects to compare:
The new base object that is installed
The previous version's base object that was installed in the previous release
Your customized object (your overlay) from the previous release
You must determine how you want to compare the objects. You might perform a comparison as follows:
1. Compare the new base object with the previous version's base object to understand what BMC changed.
This helps you identify changes that BMC has made to its application in the upgrade.
2. Compare your customized object (your overlay) to the previous version's base object to understand what
changes you made to the object. This helps you identify the changes that you made in your overlay.
3. Compare your customized object (your overlay) with the new base object.
Then, you can determine whether you need to keep your customized object or if you can use the new base
object.
Page 35 of 745
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To see if there are differences between two sets of objects, use BMC Remedy Migrator. To examine the different
objects so that you can understand whether to merge changes, use BMC Remedy Developer Studio.
To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a
Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network (
https://communities.bmc.com/communities/community/bmcdn).Back to top
4.4 Version 8.1.00

The BMC Service Request Management product has been enhanced with the following new features and
changes:
Simplified installation
Update to the multi-tenancy model
Improved user experience
Documentation updates
Integrations
On Behalf Of license requirement for SRDs using an AIF
Email-based approvals
Auto-approval chain for service requests
Updates to the UI
4.4.1 Simplified installation

Installation of BMC Service Request Management has been greatly simplified:
To reduce manual user inputs, the number of panels in the installer has been reduced. Information from
the AR System server is intelligently leveraged by the installer to simplify installation.
Related inputs are consolidated into single panels.
The Installation Preview panel is easier to read.
Most of the application configuration has been removed from the installer. The following configuration
modules were removed from the installer, but the following table provides links to configuration
instructions:
Configuration module removed from installer
Where documented
BMC Atrium Service Context
Configuring BMC Atrium Service Context for BMC Service Request Management
Object modification logging
Using the object modification log
Crystal Reports
Showing or hiding Crystal Reports
Identity Request Management adapter information
Configuring Identity Request Management adapter information
For additional instructions on configuring BMC Service Request Management, go to Configuring after installation.
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4.4.2 Update to the multi-tenancy model

The update to the multi-tenancy model addresses issues related to row level security on the Company ID field
(Field ID 112) and Vendor Assignee field (Field ID 60900), which were inaccurately set on the following forms:
Main application transactional forms, for example, Help Desk, Problem, and Change
Multi-tenant aware child forms of the main application transactional forms, for example, Assignment Log
and Impacted Areas
Join forms related to the forms mentioned in the preceding two bullets, for example,
HPD:HelpDeskAssignmentLogJoin and CHG:CostAssociationJoin
The multi-tenancy update also updates data related to the updated forms.
If this is a first time installation of the BMC Remedy IT Service Management Suite, the update happens during the
installation and is transparent to you.
If you are upgrading from an earlier version of the BMC Remedy IT Service Management Suite, the multi-tenancy
update is handled by an interactive utility that is integrated with the upgrade installer. For information about
installing the multi-tenancy model update during an upgrade, see Update to the multi-tenancy model.
4.4.3 Improved user experience

Numerous updates have been made throughout BMC IT Service Management Suite to promote easier navigation
and to improve the user experience. Key UI changes that affect common areas of the BMC ITSM Suite include:
Improved user experience
Reduced administrative effort
Support for IPV6 networks
Application menu simplification

The Application flyout menu on the IT Home page has been simplified by removing duplicate access points to
applications and utilities.
Overview console table can be sorted

When you sort the Overview console by clicking the column headers, the rows in the Overview console are no
longer grouped first by request type. Instead, it is grouped first by the header on which you clicked. This is now
consistent with the behavior of other tables in the BMC Remedy IT Service Management Suite.
Add columns to the Overview console

You can now add columns to, or "extend" the Overview console. For instructions about how to do this, see:
Extending the Overview console.
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4.4.4 Documentation updates

The BMC Remedy IT Service Management Suite 8.1.00 documentation portal includes end-to-end paths for new
installation and upgrade. These paths are designed to lead you from-start-to-finish through a specific path.
Installing the BMC Remedy ITSM Suite
Installing BMC Remedy IT Service Management in a server group
Upgrading with overlays already present
Upgrading without overlays already present
Migrating delta data after an upgrade
Note
The update to the multi-tenancy model is not supported if BMC Service Request Management is
installed by itself as a stand-alone product, or if BMC Service Request Management is installed on a
mixed-version stack.
For more information, see Installing and upgrading on a mixed-version stack.
4.4.5 Integrations
Service requests created by web services or custom integration methods are now subject to On Behalf Of (OBO)
rules. In earlier versions of BMC Service Request Management, OBO rules were applied only to requests
submitted through the Request Entry console. For example, you configured OBO rules so that managers could
open the Request Entry console and submit requests on behalf of employees.
In version 8.1, every service request is validated against OBO rules, except those created automaticallyfrom BMC
fulfillment applications (when an incident, change, or work order rule has the Create Service Request On Submit
option set to Yes).
If you are installing BMC Service Request Management for the first time, configure OBO rules before creating
your integrations.
If you are upgrading BMC Service Request Management, you must evaluate existing integrations to determine
whether you need to configure new OBO rules.
For more information, see Creating on-behalf-of definition rules, Integration methods, and
Request_Submit_Service.
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4.4.6 On Behalf Of license requirement for SRDs using an AIF

For service requests submitted on behalf of another user, a BMC Remedy AR System Write license is no longer
required for service request definitions (SRDs) that were created using an Advanced Interface Form (AIF). In earlier
versions, a Write license was required in On Behalf Of scenarios such as the following ones:
The user wanted to submit a draft request on behalf of another user.
The user wanted to use the cart to submit a request on behalf of another user (if the AIF implementation
included record updates).
The user on whose behalf the request was submitted wanted to edit the request, including OBO requests
that were in the user's cart.
4.4.7 Email-based approvals

Users can now approve requests via email. When a request requires an approval, an email is sent to approvers of
that request. If email-based approvals are enabled, users can approve or reject the request from within the email.
However, if the approval process configuration specifies that the approval requires a password or that rejection
requires a business justification, users must approve the request from Approval Central.
For more information about email-based approvals, see Approving or rejecting requests via email.
4.4.8 Auto-approval chain for service requests

A new auto-approval chain is available for use with custom service request approvals. You can use the
auto-approval chain to configure BMC Service Request Management so that service requests require approval
only under certain conditions. For example, a service request might require approval based on the user's response
to a question. For more information, see Configuring the auto-approval chain (advanced).
4.4.9 Updates to the UI

Version 8.1 of BMC Service Request Management includes a number of UI changes that simplify navigation and
improve usability:
The design of the Work Order Console UI has been updated to more closely match other consoles in BMC
Remedy ITSM.
The Consoles menu is no longer available on the Work Order Console. As of version 8.1, the BMC Remedy
ITSM application consoles can be accessed only from the Applications fly-out menu.
The Console Focus menu is no longer available in the Work Order Console. As of version 8.1, console focus
is changed by clicking the Show Tasks/Show Work Orders hyperlink. Work order and task details are no
longer displayed by selecting an option, but by clicking a hyperlink.
You can select additional columns to add to the Work Orders table on the Work Order Console by clicking
Preferences > Add Columns.
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The Advanced menu is no longer available in the Work Order form. As of version 8.1, commands that were
listed under the Advanced menu are now available from the Functions menu. The View Service Request
command now includes the service request number, such as View REQ000000006315.
The After New Save option has been added to Work Order Console preferences. You can use this option to
specify whether the Work Order form opens in New mode (the default) or remains in Modify mode after
you submit a work order.
When a user requests a service, the Required Completion field in the Provide Information form is now
blank by default. In previous releases, this field defaulted to the same value as the Expected Completion
field. As in previous releases, this field is still optional.
4.5 Locating white papers, guides, and technical bulletins

This topic explains how the organization of BMC Service Request Management documentation has changed now
that it has moved to docs.bmc.com and helps you find information based on specific documents you are familiar
with from previous releases. It contains the following sections:
What has changed
Technical bulletins
Release notes
Guides
White papers
Flashes
4.5.1 What has changed

BMC formerly delivered documentation for its Enterprise Service Management products in PDF format, as
separate documents such as guides (manuals), release notes, white papers, technical bulletins, and flashes. In
2011 we began migrating to web-based documentation delivered on this site, docs.bmc.com.
In most cases the documentation for a given release is provided in a single partition, or space, on this site. For
more information about spaces, see About BMC Online Technical Documentation in the help for this site.
For product and solution releases whose documentation was initially delivered here: There are no separate
documents, so you won't see the "Release Notes" or the "Installation Guide." Instead, the documentation for such
a release is provided as pages, or topics, which appear in the navigation tree on the left organized by subject so
that you can look for the particular topic you want without having to know which PDF it is in.
For releases whose documentation was initially delivered as PDFs but is now found here: Those PDF documents
are available from the "PDFs" topic in the navigation tree on the left. New information delivered after the original
release of those PDF documents is provided in other topics.
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4.5.2 Technical bulletins

Technical bulletins contained information delivered after a product was released, often in conjunction with a
service pack or patch for that release.
Where to find information previously provided in a technical bulletin
Type of technical bulletin
Found here in
Contents of a service pack or patch and

instructions particular to it
Other information
The child topic for that service pack or patch under What's new
For issues corrected in the service pack or patch, sort the table in Known and corrected
issues by the "Corrected in" column
Placed in context throughout this space, but listed and linked to in Documentation updates
4.5.3 Release notes

Where to find information previously provided in release notes
Type of information
Found here in
New features (enhancements) and other information
What's new
Issues corrected by the base release and its service packs and patches
Issues that are currently open
4.5.4 Guides
Where to find information previously provided in a guide or manual
Document title
Found here in
Installation Guide
Planning
Installing
Preparing for installation
Performing the installation
Installing silently
Uninstalling the BMC Service Request Management file system
Upgrading
Configuring after installation
Troubleshooting
Administration Guide
Key concepts
Business value
End-to-end process
User roles
Architecture
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Document title
Found here in
Adminstering
Getting started
Configuring navigational categories
Creating services
Creating application templates and application object templates
Creating process definition templates
Creating service request definitions
Configuring packages and entitlement
Configuring approvals for SRDs and requests
Working with surveys
Using the Service Request Designer
Setting up the Work Order Management application
Importing and exporting data
Working with the Request Entry console
Internationalization and localization
Creating and using advanced interface forms
User's Guide
Using
Using the Request Entry console
Using the Business Manager Console
Using the Service Request Coordinator Console
Fulfilling service requests
Communicating with users
Using reports
Administering
Making the application accessible for users with disabilities
Identity Request Management Installation Guide
Installing
Upgrading
Configuring after installation
Integrating BMC Remedy Identity Request Management
Identity Request Management Administration and User Guide
Key Concepts
Identity Request Management architecture
Managing the digital identity life cycle
Using
Using Identity Request Management Services
Administering
Configuring Identity Request Management
Troubleshooting
Troubleshooting Identity Request Management issues
Identity Request Management Developer's Guide for Adaptor
Developing
Developer information for the Identity Request Management adapter
4.5.5 White papers

Where to find information previously provided in a white paper
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Document title
Found here in
Performance and Scalability of 7.6.04 SP1 BMC Remedy IT Service Management Suite, BMC Service
Software component performance
Request Management, BMC Knowledge Management, and BMC Atrium on Windows
benchmark configuration settings
4.5.6 Flashes
Flashes contained urgent information about product issues and are delivered after a product is released. On
docs.bmc.com this information is delivered in an "Urgent issues" topic, under What's new. If this topic does not
exist for a given product release, no urgent issues have been discovered for that release.
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5 Key concepts
This section introduces you to high-level concepts that you should understand before using BMC Service Request
Management.
Business value
End-to-end-process
User roles
Architecture
Calbro Services company example
5.1 Business value

BMC Service Request Management solves the business problem of customers not knowing where or how to
request services. They might not even know which services IT or other business service organizations provide.
The application helps internal groups manage customer expectations. For example, it provides information about
the level of service employees should expect when their PC hard drive is broken or they have lost their password.
In addition, support organizations do not always understand how much money is spent on service fulfillment or
its quality. They frequently do not know where requests are coming from, what types of requests they receive
most often, what their service goals are, and whether they are meeting those goals. The application helps support
organizations understand customer expectations and how to fulfill them. BMC Service Request Management can
show the value that support organizations provide to the business by demonstrating the actual cost of the
services they offer and providing insight into the resources necessary when providing certain kinds of services.
Following are some of the benefits of using the application:
Standardized catalog of services In an easy-to-use web user interface, users can review the available
services to which they are entitled, request them, and see their status online. Services are described in
easy-to-understand language that makes sense for the audience, not technical or other jargon. Service
providers set expectations by describing how much services cost and how long it takes to deliver them.
Most important, service providers can set clear expectations to customers about when the service will be
delivered.
Integration of service catalog with fulfillment processes Service requests are transparently connected to
fulfillment processes and providers. This seamless integration makes sure service delivery is consistent and
reduces service delivery costs through automation.
Complete tracking and management of requests from start to finish You can build and manage service
targets for the delivery of all services through the entire life cycle of the service request. For example, you
can demonstrate that a request for a new server takes four days to fulfill. You can make sure that service
delivery is on time and meets customer satisfaction. You can enable more effective management of
customer demand, your resources, and business costs.
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The following topics provide more information about the business value of BMC Service Request Management:
What is BMC Service Request Management?
About Service requests
Managing the digital identity life cycle
5.1.1 What is BMC Service Request Management?

In BMC Service Request Management, a request is the service offering that is generated from a service request
definition (SRD). BMC Service Request Management provides an online service catalog from which employees
can view and request services that are available to them. Users, support, and automated tools can view and
submit requests from the request catalog. A service request is the parent object that manages and tracks the
execution of a selected SRD.
The IT department and other business departments within a company can define offered services, publish those
services in the service catalog, and automate the fulfillment of those services for their users. With BMC Service
Request Management, users can help themselves, which reduces the number of requests coming into the service
desk, and enables IT professionals to focus on more mission-critical activities. Service Request Management also
provides the ability to automate workflows for each service, enforcing consistency of process and faster
fulfillment of the request.
BMC Service Request Management shares a common foundation with BMC Remedy ITSM both applications are
built on BMC Remedy Action Request (AR) System. BMC Service Request Management leverages the foundational
elements of the BMC Remedy ITSM Suite (for example, workflow, approvals, task management, notification, and
email). This integration platform simplifies and reduces the management costs.
BMC Service Request Management also captures the relationships between catalog items and business service
definitions through its integration with the Atrium Service Catalog.
BMC Service Request Management is integrated with BMC Service Level Management so that request service
targets are rolled into comprehensive service level agreements and contracts. BMC Service Request Management
is also integrated with BMC Knowledge Management, BMC Change Management, and BMC Incident
Management, and you can integrate BMC Service Request Management with other third-party applications.
The following topics provide more information about BMC Service Request Management:
Benefits of BMC Service Request Management
Main components of BMC Service Request Management
Benefits of BMC Service Request Management

BMC Service Request Management helps customers to find and request services. BMC Service Request
Management helps internal groups manage customer expectations, such as providing information about the level
of service employees should expect if their PC hard drive breaks or if they have forgotten a password.
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In addition, support organizations do not always understand how much money is spent on service fulfillment or
its quality. They frequently do not know where requests are coming from, what types of requests they receive
most often, what their service goals are, and whether they are meeting those goals. BMC Service Request
Management helps Support organizations to understand customer expectations and how to fulfill them. BMC
Service Request Management can show the value that support organizations provide to the business by
demonstrating the actual cost of the services they offer and providing insight into the resources that are needed
to provide certain kinds of services.
Following are some of the benefits of using BMC Service Request Management:
Standardized catalog of requests A web user interface, users can review the available requests to which
they are entitled, submit requests, and see their status online. Requests are described in simple language,
not jargon. Service providers can set expectations by describing how much requests cost and how long it
takes to fulfill them. Most important, service providers can set clear expectations about when the requests
will be fulfilled.
Integration of request catalog with fulfillment processes Requests are transparently connected to
fulfillment processes and providers to ensure that service delivery is consistent and cost effective.
Tracking and management of requests from start to finish You can build and manage service targets for
the delivery of all requests through the entire life cycle of the request. For example, you can demonstrate
that a request for a new server will take four days to fulfill. You can make sure that request fulfillment is on
time and meets customer satisfaction. This tracking enables you to effectively manage customer demand,
your resources, and business costs.
Main components of BMC Service Request Management

BMC Service Request Management consists of the following main components:
Self-service interface Entry point where users can submit requests from the service catalog. The
self-service interface provides user-friendly access to services, without exposing the implementation
details to the service requester.
Request catalog Repository of available and agreed-upon services that IT and other business services
organizations provide to customers in terms that are relevant to users, described in the customer's
language. The service catalog maintains operational information about available services. Each service
request definition (SRD) can define a business process. SRDs provide the options required to facilitate the
selection and fulfillment for a given request. This includes attributes, such as categorization, pricing
information, and definitions of back-office fulfillment applications that support the fulfillment of a request.
Request management Builds the processes in support of the services in the catalog and manages the
execution of the request processes. Request management is integrated with the fulfillment applications
that perform the work of the request (for example, an incident, change request, or work order).
Identity Request Management Provides the foundation for an integrated, end-to-end approach to BMC
Remedy ITSM. Identity Request Management extends the capabilities of BMC Service Request Management
to submit identity-related requests, and to orchestrate fulfillment of these requests. Based on best
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practices, Identity Request Management allows users and managers to access the identity information of
the enterprise and perform a number of tasks such as changing passwords, granting and removing access
rights, unlocking accounts, and enabling accounts.

The following figure illustrates how Identity Request Management (which is installed with BMC Service Request
Management) functions in the wider BMC Remedy ITSM solution while also being an integral part of the Business
Solution Management (BSM) solution for the organization.
Identity Request Management integrates with the back-end Identity Management Systems by using Filter and
Action Request System Database Connectivity (ARDBC) plug-ins.
Note
Identity Request Management provides only the BMC Identity Management adapter. Other adapters
might be available through BMC partners.
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5.1.2 About Service requests

A service request is the request record that is generated from the service request definition (SRD). Service
requests are created from SRD selections by users, support, and automated tools. A service request is the parent
object that manages and tracks the execution of a selected SRD.
Although service requests inherit characteristics from the selected SRD on which they are based, they have a life
cycle of their own. A service request has various states to indicate its position in the life cycle. Approvals can be
required for certain state transitions. A service request might also send notifications at certain points in its life
cycle to alert users that a certain event has occurred.
Note
The status and status reasons of a service request reflect a snapshot in its fulfillment life cycle and do not
necessarily map 1:1 with the status and status reasons of an application request. The status and status
reasons of the underlying application requests do not roll up to the service request.
When a user submits, modifies, or cancels a request in the Service Request (Request Entry) console,
back-end fulfillment application entries might not be created or updated immediately. A delay of up to
10 minutes can occur.
An important part of the role of the Service Request Coordinator is monitoring service requests that have errors in
them. If a service request contains an instance error in one of its fulfillment applications, the request cannot move
forward until the problem is resolved.
The following topics are included in this section:
Service request life cycle
Service request status reasons

Although service requests inherit characteristics from the SRD on which they are based, they go through various
states to indicate their position in the life cycle. Approvals can be required for certain state transitions. A service
request might also send notifications at certain points in its life cycle to alert users that a certain event has
occurred.
Service requests go through many state transitions as they progress.
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Notes
The In Review state is an internal, temporary state.
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There is no mapping between the status of request generated on the Request Entry console and
the statuses of fulfillment application requests that the request generates.
The following table defines all the possible state transitions of service requests from one state to another state.
Notifications occur when state transitions or errors occur.
"From"
State:
"To"
State:
Draft
In
Review
Waiting
Approval
Pending
Initiated
In
Progress
Completed
Rejected
Cancelled
Closed
Yes
No
No
No
No
No
No
Yes
No
Yes
Yes
No
No
Yes
Yes
No
Yes
No
No
No
Yes
No
Yes
Yes
No
Yes
No
Yes
No
Yes
No
No
No
Yes
Yes
No
Draft
Waiting
No
No
Pending
No
No
Yes
Initiated
No
No
No
Yes
In
Progress
No
No
No
Yes
No
Completed
No
No
No
Yes
(See Note)
No
Yes
(See Note)
Rejected
Yes
No
Yes
No
No
No
No
Cancelled
No
No
No
No
No
Yes
No
No
Closed
No
No
No
No
No
No
No
No
Approval
Yes
No
Note
Service requests can transition from Completed to Pending or In Progress if the fulfillment application is
configured to allow this status transition.
Service request status reasons

When a service request enters a state, status reasons can be included. Not all states include status reasons. The
following table shows the available status reasons.
Service request status
Status reasons
Pending
Approval
Review
More Information
Completed
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Status reasons
Successful
Successful With Issues
Cancelled
By User
By Provider
Closed
Cancelled
5.1.3 Managing the digital identity life cycle

Identity management works uniformly and consistently across a diverse range of IT systems that are essential for
providing business services in a modern enterprise. The identity life cycle starts with the creation of a new Person
record. Each record contains a set of identity attributes. Following are examples of Person record attributes:
ID
First name
Last name
Job role
Office
Email address
Business phone
During the course of the identity life cycle, each Person record can be processed by many business applications
involved in identity-related business services. Examples of these services include:
Provisioning and deprovisioning accounts on different types of managed systems (operating systems,
applications, databases)
Role-based and rules-based access control
Password management (self-service)
Delegated administration (help desk)
Audit trail
Customer-developed identity-aware applications
Identity-related data is usually scattered across the various systems that offer these business services. Being able
to correlate between the pertinent identity data is crucial. Inability to do so can result in a false sense of security
and can lead to a failure to unearth information that can reveal risks.
Key questions
The test of the ability of an enterprise to effectively manage identities is whether an IT department can
confidently answer the following key questions:
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Who are your users?

Who has access to what?
Who approved that access?
How is that access being used?
The solutions that Identity Request Management supports are carefully aimed at answering these questions, while
solving many of the difficult enterprise-wide identity management challenges.
5.2 End-to-end-process
This section describes the end-to-end process for setting up the BMC Service Request Management system. This
involves setting up a catalog of requestable offerings from which your users can select and submit a service
request. Examples of services requests include:
Reporting issues with IT systems
Requesting changes to employee data
Setting up equipment, space, and accounts for new employees
The following topics are included:
Analyze
Set up the framework
Define services
Configure approvals
Configure assignments
Configure entitlements
What users see
5.2.1 Analyze
Before you begin using the application, you need to analyze your processes and roles. Ask yourself what services
users will be requesting. If you are integrating with other applications (such as BMC Change Management or
others), some of the services are already configured.
You might start by listing all the user requests your company might have. Then, organize the user requests into
categories. For example, an IT category might include a service for setting up a new employee's computer,
phone, and email; a Facilities category might include a service for moving an office or replacing a broken light
bulb. In BMC Service Request Management, these services are defined in SRDs.
5.2.2 Set up the framework

Before you begin configuring services, you must set up users, and assign these users to the appropriate
permissions and functional roles. You can also associate them with the appropriate support groups, if necessary.
BMC Service Request Management includes some predefined roles. Additionally, set up permissions for users and
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groups to ensure that the appropriate people have access to the forms. For more information, see Roles and
permission groups in BMC Service Request Management and User access to application consoles and functions.
You must also set up approvers in the People form. For more information, see Creating individual and group
approvers. Setting up approvers allows SRDs to be approved before they are made available to users on the
Request Entry console. After approvers are set up, you can set up an approval process for service requests from
users.
You must also configure the navigation categories for the services that you want to provide. For more
information, see Configuring navigation categories.
5.2.3 Define services

A Service Request Definition (SRD) represents a request offering. After you deploy an SRD, it appears as a request
in the request catalog. Users can select and submit requests in the catalog through the Request Entry console.
For more information on SRD, see Creating Service Request Definitions.
An SRD is made up of the following components:
Application object template (AOT) An AOT defines a step within a process.
Optionally, in an AOT, you can specify an application template to pre-populate fields in the fulfillment
record when a request is created. Application templates are also known as application fulfillment templates
because you create them from the underlying applications that fulfill their tasks. For example, you can
create:
Work order templates with the BMC Work Order Management application
Change templates with the BMC Change Management application
Incident templates with the BMC Incident Management application
Process definition template (PDT) A PDT defines one or more processes. A PDT must contain at least one
AOT, and can contain multiple AOTs and nested PDTs.
Defining a process for an SRD

You define a process in a PDT and a process step in an AOT. Both these components can be reused to quickly
create similar standardized SRDs. For example, a process to create a service offering to change an existing
employee's cubicle can also be used to create a service offering to set up cubicles for new employees.
You can consolidate multiple processes into a single SRD to facilitate fulfilling and tracking the request. For
example, when you create a request for onboarding new employees, you can build processes to trigger
fulfillment of services by multiple groups within your organization, such as IT, human resources, facilities,
security, finance, and training.
You can also define attributes, such as categorization, effective start and end dates, pricing information, approval
criteria, and service level management criteria for a service offering.
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You can define multiple steps for a process. For example, when you create a facilities request offering for
changing employee cubicles, you can define questions to gather information such as:
Requester's name, contact information, and current location
Location of the new cubicle
Configuration of the new cubicle
Required height for the desk
Number of chairs
You then map this information to the process that creates a change management record for fulfillment.
To fulfill the request, you can define processes for:
Setting up and configuring the new cubicle
Ordering the desk
Ordering the chairs
Each process can be further broken down into smaller steps. For example, the process of ordering a new desk
might involve:
Contacting the vendor to order the desk
Creating the purchase order
5.2.4 Configure approvals

Optionally, you can set approvals for SRDs and service requests. Use the Service Request Definition form to
configure approvals for an SRD and its corresponding service request.
For more information, see Configuring approvals for SRDs and requests.
5.2.5 Configure assignments

You can configure BMC Service Request Management so that the BMC Remedy AR System Assignment Engine
automatically assigns users to specific requests. You can also assign the back-end fulfillment requests that are
created, such as work orders, incident requests, and change requests to Support groups for further action. For
more information about assignment, see Configuring work assignments.
You can also assign service requests to the service request coordinator. The service request coordinator is
assigned based on information in the service request definition (SRD), or based on assignment routing that is
configured in the Application Administration Console. For more information, see Setting approvals for an SRD.
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5.2.6 Configure entitlements

Optionally, you can configure entitlements to define the services that an individual can request. Entitlements are
useful for enterprise customers or companies that use the BMC Remedy ITSM multi-tenancy feature because
users can view only the available services to which they are entitled. Small or medium-sized companies might not
need to add this extra level of access control. For more information, see What is BMC Service Request
Management?
5.2.7 What users see

Users do not see all of the back-end processes that you configured application templates, AOTs, PDTs, and
SRDs. They simply see a catalog of services that they can use to submit a service request. BMC Service Request
Management makes it simple for users to request a service or report a problem. Then, all of the objects that you
configured help the back-end team approve, track, and fulfill the request.
5.3 User roles

The following table describes the user roles in BMC Service Request Management. The responsibilities of these
roles can vary from organization to organization, and in some organizations, one person might fulfill several
roles.
User role
Description
User
Submits service requests and issues through the Request Entry console
Provides feedback on Knowledge Base articles
Responds to request surveys
Business manager
Approves requests as the requester's manager, which is specified in Manager's Name field on the
More Details tab of the People form
Reviews the consolidated or individual status of service requests in the organization
BMC Service Request Management

application administrator
Installs and configures the application

Configures the connection to the fulfillment application
Integrates third-party applications
Performs system-level troubleshooting
Grants permissions to users
Service catalog manager

Defines AOTs and PDTs
Creates SRDs (requestable services), including SLAs, cost and price, system-level common
offerings, and mappings to the process flow from the business
Manages the process as SRDs move from draft to approval, and then to deployment
Business analyst
Uses the Service Request Designer to create requestable services
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User role
Description
Service request coordinator
Monitors requests, creates requests on behalf of others, reviews request approval cycles, and
troubleshoots requests
Fulfillment provider
Completes assignments required to fulfill a request
Work order manager

Tracks work orders
Creates tasks to fulfill work orders
Monitors support staff activities in implementing the work order
Schedules people and resources to implement tasks
Handles work assignments
Work order assignee
Handles work assignments
5.4 Architecture
BMC Service Request Management shares a common foundation with BMC Remedy IT Service Management
both applications are built on BMC Remedy Action Request System. BMC Service Request Management leverages
the foundational elements of the BMC Remedy IT Service Management Suite (for example, workflow, approvals,
task management, notification, and email). This integration platform simplifies and reduces the management
costs.
BMC Service Request Management also captures the relationships between catalog items and business service
definitions through its integration with the Atrium Service Catalog.
BMC Service Request Management ties into BMC Service Level Management so that request service targets are
rolled into comprehensive service level agreements and contracts.
BMC Service Request Management is integrated with the Change Management and Incident Management
features of BMC Service Desk. You can also integrate BMC Service Request Management with other third-party
applications.
BMC Service Request Management solution
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5.5 Calbro Services company example

In the BMC Remedy IT Service Management (BMC Remedy ITSM) documentation set, a fictional company named
Calbro Services helps explain how BMC Remedy ITSM principles and procedures are used in practice.
Although Calbro Services is a fictional company, it is based on research of actual BMC customers. Learning how
Calbro Services manages common IT Service Management scenarios should prove useful as you use the BMC
Remedy ITSM applications in your own environment.
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Calbro Services, a large, global company, is headquartered in New York City and publicly traded on the New York
Stock Exchange. The company has 27,000 employees in 240 offices located in 20 countries. The following table
describes key business services in Calbro Services:
Key business services
Service
Description
Online banking
500 ATMs in major cities
WWW presence
Corporate site and online brokerage services
Discount equity brokerage
Online and storefront services
Sales force automation
Automated sales activities such as leads, orders, reports,

and so on
Customer support
Support centers in the United States, Europe, and Asia
Mass marketing
World-wide marketing campaigns aimed at making

Calbro Services a household name
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6 Planning
This section contains information about the following planning issues:
BSM environment recommendations
Roles and permission groups in BMC Service Request Management
Sample data SRDs
For more information about planning for your installation, including compatibility and system requirements, see
Planning in the BMC Remedy IT Service Management Suite online documentation.
6.1 BSM environment recommendations

This topic provides information about the environments in which you should install the BMC Remedy IT Service
Management suite, version 8.1, as certified by the BSM Reference Stack and BSM Interoperability programs. These
programs provide information about validated use cases involving multiple BMC products and the third-party
products that support them. BMC recommends that you install software versions that have been validated to
work together by these programs, but the stacks validated by the programs do not represent the only possible
combinations of products. For complete compatibility information about BMC Remedy IT Service Management
Suite, version 8.1, see Product Availability and Compatibility (requires Customer Support logon credentials).
6.1.1 BSM Interoperability

The BSM Interoperability program helps you install compatible versions of BMC products together by testing an
application stack of specific releases and verifying that they work together to demonstrate key use cases. The
BMC Remedy IT Service Management suite, version 8.1, was certified with BSM Interoperability 8.5.1 SP 2 and
some earlier releases of the application stack.
This section lists the products and applications tested in BSM Interoperability 8.5.1 SP 2. For more information
such as a certified installation order, see the documentation for that release.
Application stack
The following products and applications have been validated in BSM Interoperability 8.5.1 SP 2:
Atrium products
Cloud products
Service Operations - Application Program Management products
Service Operations - Data Center Automation products
Service Operations - Proactive Operations products
Service Support products
Compliance pending
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The patch levels listed were the latest versions available at the time of testing. Patches are cumulative and
backwards compatible except where noted in the release notes, so you can use later patch levels except in those
cases. Required patches are available on the BMC Customer Support website at http://www.bmc.com/support.
To obtain necessary hotfix files and for more information about hotfixes, contact BMC Customer Support.
Version numbers marked with an asterisk (*) indicate product versions that are different than what is included in the listed suite.
Atrium
Solution or
suite
Product name
Version
BMC
Dashboards
and
Analytics
Suite 7.6.04
BMC Analytics
for Business
Service
Management
7.6.04
platform
BMC Atrium
Core:
7.6.04
BMC
Atrium
CMDB
BMC
Atrium
Integrator
Product
Catalog
Service
Catalog
Atrium
Web
Services
Service Pack
or patch
Function
The BMC Analytics for Business Service Management (BMC Analytics for BSM)
application provides out-of-the-box interactive reporting and analysis that enables
technical and non-technical users to quickly examine data for trends and details
associated with how IT is supporting business services and goals.
SP 2
+ hotfix
(Normalization
Engine)
Provides a configuration management database (BMC Atrium CMDB) coupled with

common user, programmatic, and reporting interfaces to accelerate attainment of
BSM.
BMC Atrium CMDB stores information about the configuration items (CIs) in
your IT environment and the relationships between them. Data consumers such
as the BMC Remedy Asset Management product read data from the production
dataset.
The BMC Atrium Integration Engine (AIE) product enables you to transfer data
between an external datastore and BMC Atrium CMDB or the BMC Remedy
Action Request System product.
The Product Catalog provides a normalized reference of software, hardware,
and other types of products and their characteristics that enhance the accuracy
of BMC Discovery products by uniquely identifying a product regardless of
installed name or location.
BMC Atrium
Discovery and
Dependency
Mapping
8.3
Provides an automated method for discovering, cataloging, and maintaining a

company's configuration data.
BMC
Dashboards
and
Analytics
Suite
BMC
Dashboards for
Business Service
Management
7.6.03
The BMC Dashboards for Business Service Management (BMC Dashboards for BSM)
application provides highly interactive, timely access to key service support metrics to
help IT management optimize decisions and accelerate the alignment of IT with
business goals.
BMC
Remedy IT
Service
Management
BMC Service
Level
Management
7.6.04
SP 1 + hotfix
7.6.04
SP 1
The BMC Service Level Management application enables a service provider, such as an
IT organization, a customer support group, or an external service provider, to formally
document the needs of its customers or lines of business by using service level
agreements, and to provide the correct level of service to meet those needs.
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Solution or
suite
Product name
Version
Service Pack
or patch
BMC IT Business
Management
Function
BMC IT Business Management provides IT leaders visibility into costs, activities, assets,
resources, and suppliers to effectively manage the IT business and ensure business
alignment.
Cloud
Solution or suite
Product name
Version
Service
Pack or
Function
Patch
BMC Cloud
BMC Cloud
Lifecycle
Management
Lifecycle
Management
2.1.00
SP1 +
Provides a complete solution for establishing a cloud environment, including a Service
hotfix
Catalog that defines service offerings, a self-service console for procuring resources, and
cloud management capabilities.
2.1.00
BMC Cloud Lifecycle Management compatibility with BMC Atrium SSO is pending. BMC Cloud Lifecycle Management is targeting a
future release for full compatibility with BMC Atrium SSO. See SW00416103.
Service Operations - Application Program Management

Solution or suite
Product name
Version
Service
Pack
Function
or
Patch
BMC
ProactiveNet
BMC Transaction Management

Application Response Time, either
3.9.00
Performance
Management
Infrastructure Edition or Service Level

Edition
Enables you to manage the performance and reliability of your

worldwide applications to measure site health based on end-user
experience metrics, such as availability, accuracy, and
performance.
8.6.20
Service Operations - Data Center Automation

Solution or
suite
Product name
Version
Service
Pack
or
Patch
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Automation
Suite
8.1.03
Automate the management, control, and enforcement of configuration changes across

servers, networks, databases, and applications in the traditional data center and in the cloud.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
Application
Release
Automation Enterprise
8.1.03
BMC BladeLogic Application Release Automation automates the long list of discrete tasks
needed to deploy Web applications and dramatically simplifies the process, making it easier
and less expensive for organizations to leverage Web application server technology.
8.1.02
Function
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Edition
BMC
Application
Release
Automation Standard
Edition
BMC
BMC Atrium
7.6.01.04
Delivers workflow-based process templates, with which customers can rapidly adapt and
BladeLogic
Automation
Orchestrator
Platform
deploy functional design to ensure consistent and appropriate, policy-based response across
the enterprise.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC Atrium
Orchestrator
Content
Installer
7.6.05.01,
Cloud AR
2.1.00
Content installer for BMC Atrium Orchestrator.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Client
Automation
8.2.00 **
Enables administrators to manage software changes, manage content changes, configure

endpoints, and collect inventory information.
NA
BMC
BladeLogic
Client
Automation
Discovery
Integration for
CMDB
8.2.00
Integrates discovered configuration data with the BMC Remedy IT Service Management suite
of products. This integration enables you to use BMC Remedy Asset Management, BMC
Remedy Change Management, BMC Remedy Incident Management, and BMC Remedy
Problem Management to access accurate, real-time information about IT infrastructure
components across your enterprise.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Decision
Support for
Network
Automation
8.1.03***
A web-based reporting and analytics tool, used together with the BMC BladeLogic Network
Automation solution to provide extensive reporting capabilities based on the network
devices you manage.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Decision
Support for
Server
Automation
8.1
SP 3
A web-based reporting application that provides extensive report capabilities related to your
data center servers that are managed by BMC BladeLogic. BMC Service Automation
Reporting and Analytics uses rich data warehouse schema and dimensional modeling
principles to access and report on historical data captured by BMC BladeLogic.
BMC
BladeLogic
Automation
Suite 8.1.03
BMC
BladeLogic
Integration with
Atrium
8.1
SP 3
Enables integration between BMC BladeLogic and Atrium components.
Suite 8.1.03
BMC
BladeLogic
8.1.03
Manages change, configuration and compliance of network assets.
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Automation
Suite 8.1.03
BMC
BladeLogic
Network
Automation
BMC
BladeLogic
BMC
BladeLogic
Automation
Suite 8.1.03
Server
Automation
8.1.03
Acts as a platform for the management, control and enforcement of configuration changes
in the data center.
** 8.2.00.001 is required if using BMC BladeLogic Client Automation for discovery for software license management use cases.
*** Requires BOXI 4.0 on a separate server.
Service Operations - Proactive Operations

Solution or
Product name
Version
suite
Service
Function
Pack
or
Patch
BMC
BMC Capacity
ProactiveNet
Performance
Management Capacity
Management
8.6.20
Optimization
BMC
ProactiveNet
BMC Portal,
including the
Performance
Management
following modules:
8.6.20
4.5
SP1
Automatically analyze, forecast, and optimize performance and capacity across all
resources (IT and business) and environments physical, virtual, and cloud.
2.9.10*
Provides a common web-based interface for managing and monitoring your IT

infrastructure while monitoring business services.
BMC
Performance
Manager
Portal 2.9
(with
PATROL
3.9.00)
BMC
ProactiveNet
Performance
Management
8.6.20
BMC ProactiveNet
Core
BMC ProactiveNet
Performance
Management
Reporting
8.6.02
BMC
ProactiveNet
Performance
BMC Transaction
Management
Application
3.9.00
SP 1
(Core)
8.6.02
(no SP)
A real-time analytics solution that detects performance abnormalities in the IT

environment, delivers early warning of degrading performance, and reduces time from
issue detection to resolution. This early warning is delivered by Intelligent Events that
result from analyzing and correlating data across the monitored IT infrastructure, speeding
the ability to detect abnormal trends before end users and mission critical applications are
impacted. It also provides the users with views, detailed graph displays, reports and other
tools for diagnosing performance issues.
Enables you to manage the performance and reliability of your worldwide applications to
measure site health based on end-user experience metrics, such as availability, accuracy,
and performance.
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Management
8.6.20
Response Time,
either
Infrastructure
Edition or Service
Level Edition
BMC
Integration for
ProactiveNet
Performance
BMC Remedy
Service Desk
8.6.02
Provides the integration from certain Service Assurance products to BMC Remedy IT
Service Management.
Management
8.6.20
BMC Service
Impact
Management
(backwards
compatibility
testing)
7.4
Service Support
Solution or
suite
Product name
Version
Service
Pack
or
Patch
Function
NA
BMC Remedy Action

Request System
7.6.04
SP 2
Enables the building of powerful business workflow applications which can

automatically track anything that is important to the processes in your enterprise.
Companies use AR System to track such diverse items as stock trades, benefits data,
inventory assets, spare parts, and order fulfillment. A common use of AR System is
to automate the internal help desk.
BMC
Remedy IT
Service
Management
Suite 7.6.04
BMC Remedy IT Service

Management:
7.6.04
SP 2
The BMC Remedy Asset Management application lets IT professionals track and
manage enterprise CIs - and their changing relationships - throughout the entire CI
lifecycle.
BMC Remedy Asset

Management
BMC Remedy
Change
Management
BMC Remedy
Service Desk,
including:
BMC
Remedy
Incident
Management
BMC
Remedy
BMC Remedy Change Management provides IT organizations with the ability to

manage changes by enabling them to assess impact, risk, and resource
requirements, and then create plans and automate approval functions for
implementing changes.
BMC Remedy Service Desk allows IT professionals to manage incidents, problem
investigations, known errors, and solution database entries.
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Solution or
suite
Product name
Version
Service
Pack
Function
or
Patch
Problem
Management
BMC
Remedy IT
Service
Management
Suite 7.6.04
BMC Remedy Knowledge

Management
7.6.04
SP 2
Allows users to author and search for solutions in a knowledge base. It includes a
comprehensive editor with extensive editing tools and a robust search engine that
allows users to search for solutions using natural language or Boolean searches.
BMC
Remedy IT
Service
Management
Suite 7.6.04
BMC Service Request

Management
7.6.04
SP 2
Allows IT to define offered services, publish those services in a service catalog, and
automate the fulfillment of those services for their users.
6.1.2 Mainframe integrations

See the following documentation for information on mainframe integrations:
BMC Atrium Discovery and Dependency Mapping - Discovering Mainframe Computers
Information about using the z/OS agent and BMC Atrium Discovery and Dependency Mapping to discover
mainframe computers.
6.1.3 Compliance pending

The following table contains products that did not meet reference stack validation in this release.
Product
Windows
Linux
SQL Server
Oracle
Tomcat
Java
Apache
BMC AppSight 7.8.00
NA
BMC BladeLogic Database
N-
Y - agent
Y - agent
NA
NA
NA
Automation 8.1.02
agent
only
postgresql manager
postgresql manager
Entuity Network Monitoring

for BPPM 8.5.01
N - MySQL
N - MySQL
BMC TrueSight End User

Monitor 5.1.01
N - vApp
NvApp
NA
NA
NA
NA
NA
BMC ITBM 7.6.04 SP1
NA*
NA
*BMC ITBM requires an Application Server, so JBoss is

used for BSM Reference Stack 2.1
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6.1.4 BSM Reference Stack

The BSM Reference Stack program helps you install BMC products with compatible versions of third-party
infrastructure products together by testing an infrastructure stack of specific releases and verifying that they work
together to demonstrate key use cases. The BMC Remedy IT Service Management suite, version 8.1, was certified
with BSM Reference Stack 2.1.00 and some earlier releases of the infrastructure stack.
This section lists the third-party products tested in BSM Reference Stack 2.1.00. For more information, see the
documentation for that release.
Infrastructure stack
The following tables contain information about the components and products in BSM Reference Stack.
Infrastructure stack
The infrastructure stack represents the foundational components for the BSM Reference Stack applications. You
can choose to standardize on either the Windows or the Linux stack requirements.
These guidelines do not represent the only possible infrastructure for BSM applications. Specific infrastructure
requirements can be found in product documentation.
Infrastructure Stack components
Component
Windows
Linux
OS
Windows 2008 R2 (64-bit)
Red Hat Enterprise Linux 5.5 (64-bit)
Database
MS-SQL 2008 Enterprise Edition SP 1 (64-bit)
Oracle Enterprise Edition 11g R1 (64-bit)
Application server
Tomcat 6.0.26 (64-bit)
Tomcat 6.0.26 (64-bit)
Web server
Apache 2.2 (32-bit)
Apache 2.2 (64-bit)
Reporting engine
BusinessObjects XI 3.1 SP3 or 4.0
BusinessObjects XI 3.1 SP 3 or 4.0
Java (JDK/JRE)
JDK/JRE 1.6.0_20*
JDK/JRE 1.6.0_20*
*see Oracle critical patch update notice
Oracle critical patch update

Oracle has issued a security advisory and critical patch update for multiple security vulnerabilities. Details can be
found on the Oracle site at this URL:
http://www.oracle.com/us/technologies/security/javacpujune2011-313339.html.
Application stack
BSM Interoperability 8.5.1 contains a detailed listing of the applications verified in this release, with the exception
of the following application, which is not part of the BSM Reference Stack:
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BMC BladeLogic Client Automation Discovery Integration for CMDB
6.2 Roles and permission groups in BMC Service Request

Management
Permission groups are used to grant users access to applications in the BMC Remedy ITSM Suite and to different
consoles and modules within an application.
Roles can be functional roles or user roles. Functional roles are related to support groups and are primarily used
to extend the access granted by permissions. A functional role provides additional capability to users in the
context of the support group to which it is related. User roles are mapped to functional roles.
The responsibilities of these roles can vary from organization to organization, and in some organizations, one
person might fulfill several roles.
The following table lists user roles, permission groups, and related information in BMC Service Request
Management:
Roles and permission groups in BMC Service Request Management
User role
Permission groups
Console
Support
staff
member?
Requester
(end-user)
No permissions are required.
Request Entry
No
Business
manager
Business Manager
Business
Manager
Console
Approval
Console
Overview
Console
Yes
BMC Service
Request
Management
application
administrator
SRM Administrator
ASE Administrator (optional)
Task Administrator (optional)
Work Order Config (optional; access to work order rules, task templates, and work order templates)
Application
Administration
Console
Overview
Console
No
Service catalog
manager
Request Catalog Manager

Entitlement Administrator (optional)
SLM Config (optional)
Service
Catalog
Manager
Console
Service
Request
Designer
Overview
Console
Optional
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User role
Permission groups
Console
Support
staff
member?
Business
Business Analyst
Service
analyst
Entitlement Administrator (optional)
Request
Designer
No
Overview
Console
Service request
coordinator
Service Request Coordinator
Service
Request
Yes
Coordinator
Console
Request Entry
console
Approval
Console
Overview
Console
Fulfillment
provider
Service Request User

Change User (optional)
Incident User (optional)
Work Order Master (optional)
Work Order
Console
Overview
Console
Yes
Work order
manager
Work Order Master (submit, modify, and search for all work orders; does not need membership in a
support group)
or
Work Order User (submit and search for all work orders; modify work orders within the user's own
support group)
Work Order
Console
Overview
Console
Yes
Work Order
Console
Overview
Console
Yes
Work Order
Console
Overview
Console
Yes
Notes: A high-level manager might be assigned Work Order Master permissions, while managers of
individual support groups might be assigned Work Order User permissions.
Give work order managers the Work Order Manager functional role so that they can be designated
as the manager or assignee for work orders. Assignment is made in the Request Manager field or
Request Assignee field in the Work Order form. See Application Functional roles.
Work order
assignee
Work Order User (submit and search for all work orders; modify work orders within the user's own
support group)
or
Work Order Master (not recommended)
Note: Asset Viewer permission is required and is automatically granted with Work Order User and
Work Order Master permissions. However, in a mixed-version stack environment, the Asset Viewer
permission is not automatically granted with Work Order User permission. Therefore, you must
explicitly grant the Asset Viewer permission along with Work Order User permission.
Give work order assignees the Work Order Assignee functional role so that they can be designated
as the assignee for work orders. Assignment is made from the Request Assignee field in the Work
Order form. See Application Functional roles.
Work order
viewer
Work Order Viewer (view and search for work orders; submit work log entries; cannot modify work
orders)
Work Order Submitter (submit, modify, and search for work orders assigned to self)
Yes
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User role
Permission groups
Console
Support
staff
member?
Work order
Work Order
submitter
Console
Overview
Console
6.2.1 User permissions

The Request component is installed when the BMC Service Request Management application is installed. BMC
Service Request Management is the entry point from which IT customers can interact with the IT organization.
Users select IT or other business services from a Service Catalog, which the Business Service Manager sets up.
Service requests can be fulfilled using the processes supported by BMC Change Management or BMC Service
Desk: Incident Management. In addition BMC Service Request Management supports all generic work-order
processes.
Note
If you install BMC Service Request Management in an environment that ran an earlier version of a BMC
Remedy ITSM suite application (BMC Asset Management, BMC Service Desk, or BMC Change
Management), the Request component is replaced with BMC Service Request Management.
IT Customers that use the Request Entry form to submit requests do not need specific permissions. The
permissions listed in the following table are for administrating the BMC Service Request Management application
and working with Requests and Work Orders:
BMC Service Request Management user permissions
Permission
Description
Application
user
license
type
Business
Analyst
Users with Business Analyst permission can perform the following functions:
None
Create Service Requests Definitions (SRD) using the Service Request Designer
View and update SRDs created by this user (the user cannot view SRDs with a status of Cancelled or Expired)
Recommendation: Grant these permissions to individuals performing the role of a Business Analyst (that is, a
liaison between the IT customers and IT support).
Business
Manager
Users with Business Manager permission can manage the following service requests using the Business Manager
console:
None
View requests
Add additional information to a request
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Permission
Description
Application
user
license
type
Cancel requests
Review the approval cycle of requests
Run reports
Recommendation: Grant these permissions to individuals performing the role of a Business Manager
responsible for managing user requests. Their activities and responsibilities include monitoring the current
number of open and late requests, approving requests, running request reports, and examining request trends.
Entitlement
Administrator
Users with Entitlement Administrator permission can perform the following functions:
None
Configure Entitlement rules for SRDs

Configure Entitlement groups
Recommendation: Grant these permissions to individuals requiring access to configure the previously
mentioned component functions. Typically, you grant these permissions to someone playing the role of an
Application Administrator.
Request
Catalog
Manager
Users with Request Catalog Manager permission can perform the following functions:
None
Create Service Requests Definitions (SRD) using the Service Request Designer
View and update SRDs using the Service Request Designer
Manage (create, update and delete) SRDs and Process Definition Templates (PDTs) using the Service Catalog
Manager console.
Note: Users with these permissions have access to the Service Requests Definition and Process Definition forms
accessible from the console. They can import and export SRDs and PDTs using the Import Export console.
Recommendation: Grant these permissions to individuals performing the role of a Service Catalog Manager
responsible for defining SRDs and PDTs (the fulfillment process definitions within the service catalog). Service
Catalog Managers work closely with business relationship managers (liaisons between the business and IT) to
build and implement the requests from the business.
Service
Request User
Users with Service Request User permission can perform the following functions:
None
Manage Service Requests using the Service Request Coordinator console

View requests, create requests on behalf of others, update work info on request, reviewing suggestions and
troubleshooting requests.
Recommendation: Grant these permissions to individuals performing the role of a Service Request Coordinator
(or service request agent) responsible for planning and tracking the service request, as well as monitoring the
current number of open and late service requests.
SRM
Administrator
Users with SRM Administrator permission can perform functions that span the following two components:
None
SRM Configuration
Advanced settings, configure:
General Application settings
Advanced Interface data
Service Request preferences
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Permission
Description
Application
user
license
type
Service Request definition settings

Service Request HTML
Surveys
Application Configuration, define:
Application fields,
Application Object Template,
Application Target data,
Questions Library
Approval settings, configure:

Approval Chains
Approval Mappings
Entitlement settings, configure:
Entitlement rules for SRDs
Entitlement groups on behalf of rules
Navigational Category settings:
configure Navigation categories
Request Entry Management settings, configure or manage:
Default console preferences
Service Request Definition images
Service Request images
Service Request Search Exclusion word list
SRD Level
Setup SRD levels
BMC SLM
configure the defaults for Service Target for SRDs.
Work Order, configure:
Work Order rules
Work Order templates
Foundation
Setup Approval Application Registration to allow parallel processes based on form name
Configure Approval Process phases
Register applications that will use CAI (advanced feature)
Define commands, command parameters and command parameter mappings for the CAI (advanced feature)
Note: The SRM Administrator permissions supersede the Entitlement Administrator permission. Therefore Users
with these permissions do not need to be granted the Entitlement Administrator permission.
Work Order
Config
Users with Work Order Config permission can perform functions that span the following two components:
None
SRM Configuration, Work Order settings, configure:

Work Order rules
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Permission
Description
Application
user
license
type
Work Order templates

Task Management System, Assignment settings, configure:
Assignment mappings
Task Group templates
Task templates
Variable templates
Work Order
User
Users with Work Order User permission can create, manage and fulfill Work Orders that are assigned to their support
group from the Work Order console .
None
Notes:
To receive a work order assignment:
Managers must have the functional role of Work Order Manager
Assignees must have the functional role of Work Order Assignee.
Asset Viewer permission is required, and is automatically granted with the Work Order User permission, in a
single-version stack environment. In a mixed-version stack environment, the Asset Viewer permission is not
automatically granted with Work Order User permission. In this type of environment, you must explicitly grant
the Asset Viewer permission along with Work Order User permission.
Work Order
Master
Users with the Work Order Master permission can submit, modify, and search for all work orders within their company.
They also have access to the Product Catalog console.
None
Recommendation: Limit the use of these permissions to individuals who manage and work with the Work Order
fulfillment process.
Work Order
Viewer
Users with Work Order Viewer permission can perform the following functions:
None
View and search for work orders

Submit work log entries
Work Order
Submitter
Users with Work Order Submitter permission can submit, modify, and search for work orders assigned to themselves.
None
6.2.2 User access to application consoles and functions

The following table shows the consoles and functions that various users and roles can use within BMC Service
Request Management.
User access to application consoles and functions in BMC Service Request Management
Types of service request
users
BMC Service Request Management roles
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Unknown
user
Registered
user (in the
Service
request
People form)
user
Business
manager
Entitlement
administrator
Request
Catalog
SRM
administrator
Business
analyst
manager
Consoles
Request Entry console
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Business Manager Console
No
No
No
Yes
No
No
No
No
Service Request Coordinator Console
No
No
Yes
No
No
No
No
No
Service Catalog Manager Console
No
No
No
No
No
Yes
No
No
Service Request Designer
No
No
No
No
No
Yes
No
Yes
Application Administration Console
No
No
No
No
Yes 1
No
Yes
No
Import Export Console
No
No
No
No
No
Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Create, modify, or cancel service

requests for others.
No
No
Yes
Yes
No
No
No
No
Approve service requests.
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Define entitlement rules.
No
No
No
No
Yes
Yes 2
Yes
No
Create reports.
No
No
Yes
Yes
No
Yes
No
No
Access application administration and

configuration.
No
No
No
No
No
No
Yes
No
Create and modify AOTs.
No
No
No
No
No
Yes
No
No
Create and modify PDTs.
No
No
No
No
No
Yes
No
No
Create and modify SRDs using the

Service Request Definition form.
No
No
No
No
No
Yes
No
No
Create SRDs using the Service Request

Designer.
No
No
No
No
No
Yes
No
Yes
Perform system-level troubleshooting.
No
No
Yes
No
No
No
Yes
No
Functions
Create, modify, close, reopen, or cancel
service requests. View broadcasts and
access surveys.
1 Access to entitlement configuration only

2 Create or modify entitlement rules through the Entitlement tab on the Service Request Definition form
6.2.3 Application Functional roles

Functional roles in BMC Service Request Management are used for notifications and to extend access granted by
permission groups. Only support staff members can be given functional roles.
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The following table describes the functional roles defined in the application:
BMC Service Request Management functional roles
Functional
role
Purpose
Request
Approver
Identifies support people in Support groups as service request approvers. If a support group has been defined to approve service
requests, this role must be granted to at least one individual in the group so he or she can approve service requests.
SRD
Approver
Identifies support people in support groups as Service Request Definition (SRD) approvers. If a support group has been defined to
approve SRDs, this role must be granted to at least one individual in the group so he or she can approve SRDs.
Work
Order
For users with Work Order User permissions, grants full access to work orders that are assigned to the user's group. You typically relate
the Work Order User permission to this role, but you can also relate the Work Order Master permission. Users with this role can be
Assignee
designated as the assignee for work orders. Assignment is made in the Request Assignee field in the Work Order form. See Work order
assignee and Roles and permission groups in BMC Service Request Management.
Work
Order
Manager
For users with Work Order User permissions, grants full access to work orders that are assigned to the user's group. You can relate the
Work Order Master or Work Order User permission to this role. Users with this role can be designated as either the manager or assignee
for work orders. Assignment is made in the Request Manager field or Request Assignee field in the Work Order form. See Work order
manager and Roles and permission groups in BMC Service Request Management.
6.3 Sample data SRDs

BMC Service Request Management 8.1.00 ships with sample data that you can install to speed up
implementation. The sample data includes Service Request Definition (SRD) templates, Work Order templates,
Incident Management templates, Change Management templates, and Release Management templates that you
can use to create service offerings. You can use the templates for Incident Management, Change Management,
and Release Management if you have installed the BMC Remedy IT Service Management Suite.
The following table lists the prepackaged SRDs. For information about importing them, see Importing sample
data SRDs.
Sample data SRDs in BMC Service Request Management
Service category
SRD title
Fulfillment process type
Business analysis
Issue with an existing report
Incident order
Request a report
Work order
Add email inbox capacity
Work order
Add exchange server capacity
Work order
Add new exchange server
Work order
Disable email
Work order
Move user to different exchange server
Work order
Update user details in email system
Work order
Email
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Service category
Facilities
File and print
SRD title
Report spam
Incident order
Building problem
Incident order
Conference room equipment
Incident order
Ergonomic assessment
Work order
Office move
Work order
Order new office equipment
Work order
Other move
Work order
Other request to facilities
Work order
Report issue with personal work environment
Incident order
Report mailing problem
Incident order
Report security and building access problem
Work order
Request catering
Work order
Request conference room booking
Work order
Request corporate identification badge
Work order
Request mailing service
Work order
Request specific setup for conference room
Work order
Special recycling request
Work order
Add file access permission
Work order
Add network printer
Work order
Add storage capacity
Work order
Archive file system
Work order
Backup file system
Work order
Create new shared file system
Work order
Issue accessing network printer
Incident order
Issue with local printer
Incident order
Order printer cartridge
Work order
Remove file access permission
Work order
Replace file system
Change order
Request bulk print job
Work order
Request new personal printer
Work order
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Service category
Finance
Human resources
Internet acess
Network
SRD title
Restore file system
Change order
Add access to (SAP) finance
Work order
Payroll question
Work order
Question about expense reporting
Work order
Remove access from finance
Work order
Add HR access to group
Work order
Add manager access to HR group
Work order
Benefits and HR policy question
Work order
Change 401K
Work order
Change healthcare
Work order
Change tax deductions
Work order
Employee termination
Work order
Other HR-related issue
Work order
Remove HR access from managed group
Work order
Remove manager access from group
Work order
Request corporate credit card
Work order
Request for paid time off (PTO)
Work order
Request proof of employment
Work order
Sales commission question
Work order
Sign up for onsite fitness club
Work order
Time card entry
Work order
Travel information and reservations
Work order
Update personal information
Work order
Accessing general application
Incident order
Internet connectivity
Work order
Password reset request
Incident order
Accessing system
Incident order
Add IP to access control list (ACL)
Work order
Request VPN access
Work order
Add user access to network
Work order
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Service category
Personal computing
Personal productivity
SAP basis
Service management
SRD title
Remove user access to network
Incident order
Remove user access
Work order
Report remote access issue
Incident order
Request security token
Work order
Personal computer (PC) issue
Incident order
Replace component
Work order
Request a new computer
Work order
Request for more memory
Work order
Request new keyboard
Work order
Request new monitor
Work order
Request new mouse
Work order
Return personal computing equipment
Work order
Provision virtual machine (VM)
Change order
Remove software
Work order
Request new software
Work order
Request software upgrade
Work order
Software issue
Incident order
Add SAP printer
Work order
Add SAP user
Work order
Delete user from SAP
Change order
Reset SAP password
Work order
SAP issue
Incident order
Add ITSM user
Work order
Chargeback period request
Work order
Company or organization request
Work order
Cost center request
Work order
Functional role request
Work order
IT Service Management (ITSM) problem
Incident order
Operational categorization request
Work order
Other data setup request
Work order
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Service category
Telecommunications
SRD title
Other IT application issue
Incident order
Permissions group request
Work order
Region or site in ITSM request
Work order
Reset ITSM password
Incident order
Run chargeback report
Work order
Support group association request
Work order
Order mobile phone, BlackBerry, or PDA
Work order
Order phone accessories
Work order
Other telecommunications issue
Incident order
Report issue with desk phone
Incident order
Report issue with mobile phone service
Incident order
Report issue with voice mail
Incident order
Request corporate calling card
Work order
Request desk phone and voice mail
Work order
Request personal phone conference line account
Work order
6.3.1 Importing sample data SRDs

Note
By default, the SRD templates are assigned to Calbro. To use the sample data SRDs out of the box,
ensure that Calbro company sample data is present on the system. To apply the sample data SRDs to
your company, export them from Calbro and import them into your company.
To import sample data SRDs

1. Export the sample data SRDs from the original server to your local computer.
2. Import the SRDs from your local computer to another server. During import, select the Import all
definitions as new (rename all by adding a prefix to name) option.
3. Export the SRDs from the second server to your local computer.
4. Import them into the original server. During import, select the Apply the imported definitions to a different
company option.
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Related topic
Importing data from the Import Export Console
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7 Installing
This section provides the following information about installing BMC Service Request Management:
Preparing for installation
Performing the installation
Installing and upgrading on a mixed-version stack
Installing silently
After installing the application on a stack other than 8.1.00
Uninstalling the BMC Service Request Management file system
See the BMC Remedy IT Service Management documentation for end-to-end processes for the following
installation upgrade paths:
Installing the BMC Remedy ITSM Suite
Installing BMC Remedy IT Service Management in a server group
Recommendation
Before you install the product, you should review and understand the entire installation process.
Note
To avoid installation problems, consider installing only one version of BMC Service Request Management
on your computer.
7.1 Preparing for installation

This section provides the following information to help you prepare to install the product:
Installation process overview
Completing the planning spreadsheet
Application licenses
Downloading the installation files
Setting up the installation environment
7.1.1 Installation process overview

The following table outlines the general installation process for BMC Service Request Management.
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Note
on your computer.
Step
Operation
Comments
Review the compatibility
The compatibility information listed in the product documentation is subject to change. For the latest, most
matrix, and ensure that

BMC Service Request
complete information about what is officially supported, see the compatibility matrix at
http://www.bmc.com/support.
Management is
compatible with your
system.
2
Check the websites of the

suppliers of the platforms
in use at your site to verify
that they are still
supported.
BMC does not support platforms that are no longer supported by the vendor. Carefully read the system
requirements for your particular operating system, especially the patch requirements.
Review the BMC Remedy

AR System, BMC Atrium
CMDB, and any supporting
BMC Remedy ITSM
application requirements.
If you are installing AR System, BMC Atrium CMDB, or any supporting BMC Remedy ITSM applications, read the
information about their system requirements carefully (for example, prerequisites for your underlying database)
before you start installing BMC Service Request Management. Ensure that the BMC Remedy AR System server
meets the minimum hardware requirements described in AR System hardware requirements Installing
applications onto an underpowered server can result in unexpected system behavior, which can include
installation errors, slow response time, and sudden application stoppages.
Review Known issues and

workarounds for BMC
Service Request
Management.
For updated installation prerequisites, including BMC Remedy AR System server and application patches, see
Back up the BMC Remedy

AR System database.
Do not skip this important step, which enables you to restore BMC Remedy AR System to its preinstallation state
if you encounter problems.
Review and complete the

appropriate preinstallation
procedures.
See the following topics:
Install the following

products and add their
licenses:
Add the BMC Remedy AR System server license immediately after the BMC Remedy AR System installation.
Then, add the BMC Atrium Core application licenses. (The Atrium Integration Engine and Atrium CMDB licenses
are automatically added by the BMC Atrium CMDB installer.) Then, proceed with the BMC Atrium CMDB
installation.
Install the Approval Server before installing BMC Asset Management or BMC Change Management. If you are
installing multiple BMC Remedy ITSM applications, install the Approval Server only once.
Install the Assignment Engine before installing BMC Remedy ITSM applications. If you are installing multiple
BMC Remedy ITSM applications, install the Assignment Engine only once.
1. If not already
installed, install the
following products:
BMC Remedy
Action
Request
System (AR
Preparing the Windows environment

Running an X Windows client (UNIX only)
Preparing BMC Remedy AR System to run the application
Crystal Reports prerequisites
Installing the application if BMC Remedy Encryption Security is activated
For more information, see Planning BMC Remedy AR System installation in an enterprise environment and the
BMC Atrium Core installation documentation.
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Step
Operation
Comments
System)
server
BMC Remedy
Approval
Server
BMC Remedy
Assignment
Engine
2. Add the BMC
Remedy AR System
server license.
3. Install BMC Atrium
CMDB and BMC
Product Catalog.
(The installer
automatically add
its licenses.)
4. Add the
BMC:Financial
Mgmt Application
license (for
Foundation).
Activate the BMC Service

Request Management
application license
(BMC:SR Mgmt
Application). Activate the
licenses for the following
optional applications:
If you want to enable full text search (FTS), add an FTS license. For information about licensing, see Application
licenses.
BMC Remedy ITSM

applications
BMC Service Level
Management
BMC Knowledge
Management
For HP-UX and Linux

systems, configure the
operating system to allow
long file names to be read
and copied.
You might have operating system configuration issues in you install directly from a DVD. In some cases, the DVD
mount causes long file names from the DVD to fail.
10
Ensure that no application

is using port 12333.
The installer uses port 12333.
11
Install BMC Service

Request Management and
any other BMC
applications.
See Installing BMC Service Request Management.
Install online Help.
See Installing help
12
Note: If you previously installed any BMC Remedy ITSM applications, install the latest patches before you install
BMC Service Request Management.
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Step
Operation
Comments
13
Ensure that application
See User Permissions.
users have the correct

permissions.
15
Perform post-installation
activities.
See Configuring after installation.
7.1.2 Completing the planning spreadsheet

Before you start installing or upgrading the products, you must gather information about the required parameters
that the installer prompts for each product. The planning spreadsheet provided in this section helps you to gather
these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.
Note
You must know the actual login credentials to a server or database to complete installations. BMC
installers are not integrated with Atrium Single Sign-On, SSL, or other authentication methods to
authenticate users. For example, you cannot use a smart card scan to authenticate a user to perform
installations of BMC products.
To plan for your installation by using the spreadsheet

1. Download and open the 8.1 planning spreadsheet.
2. Enter your selections and parameter values into the Value column with the help of your DBA or system
administrator.
For example, after installing BMC Remedy AR System server, you use the values that you entered in the
spreadsheet when you install BMC applications.
3. Launch the installer.
4. Copy the parameter values from the spreadsheet and paste them into the product fields in the installer.
Tip
The columns and rows in the Microsoft Excel spreadsheet are formatted so that each sheet prints
cleanly in landscape format.
7.1.3 Application licenses

You must understand your licensing needs before you start the installation process. Depending on the
components that you use, you might need several licenses to activate an application. You must activate the
licenses before installing the applications.
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For information about activating licenses, see Activating application licenses.

You can obtain license keys for BMC Service Request Management and other applications that you are installing
from the BMC Software Electronic Product Distribution (EPD) web page. Access the EPD page from the BMC
Customer Support site at http://www.bmc.com/support.
Note
If you do not know your user ID and password for the site, contact BMC Customer Support.
To obtain a license key, you must provide the following information:

Support contract ID
Purchase order number
Email address
Version of BMC Remedy AR System server
Host ID of your BMC Remedy AR System server
7.1.4 Downloading the installation files

This topic explains how to obtain the files that you need to install BMC Service Request Management.
Downloading the files
Enabling search in the offline documentation
To enable search in the offline documentation
To view the offline documentation in a browser
Where to go from here
Downloading the files

Note
When viewing a product suite's latest version in EPD, you see only the components (including licensed
add-ons) that are covered under the licenses associated with your Support ID or EPD profile.
The installation program includes the latest service packs and patches. If you just installed the product for the first
time, you do not need to apply service packs or patches before you begin using the product. When new service
packs and patches are released, you will perform an upgrade of the product to apply the latest changes. You can
find information about service packs and patches under What's new.
1.
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1. Create a directory in which to place the downloaded files.
Note
On Microsoft Windows computers, ensure that the directory is only one level into the directory
structure. The EPD package creates a directory in the temporary directory when you extract the
files, and the directory that contains the installation image should not be in a directory deeper
than two levels into the directory structure.
2. Go to http://www.bmc.com/available/epd.html.
3. At the logon prompt, enter your user ID and password, and click Submit.
4. On the Export Compliance and Access Terms page, provide the required information, agree to the terms of
the agreements, and click Continue.
5. If you are accessing this site for the first time, create an EPD profile to specify the languages and platforms
that you want to see, per the EPD site help; otherwise, skip to step 6.
6. Verify that the correct profile is displayed for your download purpose, and perform one of the following
actions:
If you are downloading files for a product installation or service pack, select the Licensed Products
tab.
If you are downloading files for a patch, select the Product Patches tab.
7. Locate the BMC Remedy IT Service Management Suite.
8. Locate the version you are installing, such as BMC Remedy IT Service Management Suite 8.1, and expand its
entries.
9. Select the check boxes next to the installation files, documentation, and (if available) associated
prerequisites and technical bulletins, that you need to download. For example: BMC Remedy AR System
Server to show the available versions.
10. Click Download (FTP) or Download Manager:
Download (FTP) places the selected items in an FTP directory, and the credentials and FTP
instructions are sent to you in an email message.
Download Manager enables you to download multiple files consecutively and to resume an
interrupted download if the connection drops.
This method requires a one-time installation of the Akamai NetSession client program on the target
computer and is usually the faster and more reliable way to transfer files. A checksum operation is
used to verify file integrity automatically.
Enabling search in the offline documentation

The Offline Documentation - productName version zip file contains an archived version of the online
documentation. For the latest and most comprehensive content, see the BMC Online Technical Documentation
Portal.
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To enable search in the offline documentation

Deploy the offline documentation on a web server by using one of the following methods:
If this is the first BMC offline documentation archive that you are installing on the web server, extract the
zip file to the web application deployment folder of your web container (servlet container).
For example, with an Apache Tomcat web server, extract the zip file to
<TomcatInstallationDirectory>\webapps.
If at least one BMC offline documentation archive is already installed on the web server, perform the
following steps:
1. Extract the zip file to your hard drive.
2. Open the extracted localhelp folder.
3. Copy only the productName version folder and the productName version.map.txt file to the
localhelp folder of your web container (servlet container).
For example, if you are deploying BMC Asset Management 8.1 documentation to an Apache Tomcat
web server, copy the asset81 folder and the BMC Asset Management 8.1.map.txt file to
<TomcatInstallationDirectory>\webapps\localhelp. Do not include the other folders and file.
To view the offline documentation in a browser

Type the following URL:
http://<servletName>:<portNumber>/localhelp/<extractedDocumentationFolder>/Home.html
For example: http://SanJoseTomcat:8080/localhelp/ars81/Home.html

Carefully review Setting up the installation environment for tasks that you must perform before you launch the
installation program.
For installation instructions, see Installing.
7.1.5 Setting up the installation environment

This section discuss tasks that must be completed and other requirements that must be met before you begin the
installation process.
Database recommendations
Preparing the UNIX environment
Verifying the RPC socket number
Compressing the adapter components for Identity Request Management
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Configuring web services for integration

Importing sample data when installing
Installing Adobe Flash Player
Database recommendations
Before you install the BMC Remedy IT Service Management, prepare your database correctly, as described in the
following topics:
Preparing to install on a Unicode database
Configuring Microsoft SQL Server
Configuring Oracle databases
Configuring IBM DB2
Configuring Sybase databases
Configuring databases that are not configured to extend automatically
To avoid a decline in the BMC Remedy AR System server performance, BMC recommends the following:
Do not use a firewall between the AR System server and database tiers. This can impact performance
significantly.
When possible, set up a high-speed backbone between the AR System server and the database server.
If using Ethernet, install the BMC Remedy AR System server and the database server on a separate switched
network that is isolated from other network traffic.
Avoid putting a wide-area network between the AR System server and the database server.
Make sure that each network device between the AR System server and the database server is
communicating at the maximum bandwidth.
If you are planning to install CMDB or ITSM applications in addition to BMC Remedy AR System, the
following minimum space is required:
2 GB for the data file
1 GB for log and temp files
When installing more than one ITSM application, add 2 GB to the data file and 100 MB to the log file
size for each additional application. BMC recommends at least 2 GB of disk space for the database.
Depending on the number of records your system handles and the specific type of database you are
using, however, you might need more than this. If you do not have 2 GB or more before beginning
the installation, you might run out of free space during installation. As the transaction log fills up, the
BMC Remedy AR System suspends operation. When the transaction log is completely full, the BMC
Remedy AR System writes a message to the BMC Remedy AR System error log and the installation
terminates.
Note
In BMC Remedy AR System 8.1, the installer displays a warning message indicating
the required space for additional installation of CMDB or ITSM applications.
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If the transaction log fills during the installation and the installation fails, clear the
transaction log, and then increase the size of the transaction log before reinstalling
the product.
Note
A common issue is that a router's Auto Negotiate option can incorrectly set the router to 10 MB Half
Duplex. NICs, routers, and other network devices then agree on the fastest speed to communicate
together, but that speed is usually too slow. To remove this variable, if all the network devices can
communicate at 1 GB Full Duplex, set them as such, and disable the Auto Negotiate option on the router.
For technical assistance on installing your database, contact the database vendor.

Obtaining BMC Remedy license keys
Configuring Oracle databases

This section describes the steps you should perform with your Oracle database before you install BMC Remedy
AR System or any application in the BMC Remedy IT Service Management Suite.
To prepare your Oracle database
Setting up a previously created tablespace
To use a previously created tablespace in BMC Remedy AR System
Typically, Oracle database administrators create instances, directories, and groups, and they install the Oracle
database and Oracle client before proceeding with the BMC Remedy AR System installation.
BMC highly recommends that you review Performance tuning for BSM for other recommendations
about tuning your Oracle database in preparation for performing this upgrade. This section includes
recommendations for:
Small, medium, or large Oracle databases
Cursor sharing
Cost-Based Optimizer
CLOB storage
Case-insensitivity
Diagnostics
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To prepare your Oracle database

1. Install at least one instance of the Oracle database. (Only your database administrator can create database
instances.)
You can install it on the same computer where the BMC Remedy AR System is installed, or on a remote
server that is networked to the computer where you plan to install BMC Remedy AR System.
2. Install Oracle clients on the AR System server.
When you are using a remote Oracle database, make sure that you install the Oracle client type as
Administrator on the AR System server. Additionally, make sure that the installation includes Oracle utilities
such as import tools (imp).
3. (UNIX only) Make sure that the administrator who is installing BMC Remedy AR System is a part of the
database group.
4. Enable the TCP/IP Protocol for the database.
5. Confirm connection to your Oracle database.
Contact your database administrator for more information.
6. For remote installations, install and configure the Oracle client on the same system where you will install
the AR System server.
7. Set the BMC Remedy AR System data file size to at least 2 GB.
Note
For each additional product, add at least 2 GB to the data file size.
8. Confirm that these database parameters are set.

9. Set the tablespace CanGrow parameter to YES.
10. To prevent BMC Remedy AR System from reaching the size limit of the database, set your tablespaces to
auto-extend by executing the following SQL statement as the system user:
ALTER DATABASE DATAFILE '<OracleHome>/DATABASE/ARSYS' AUTOEXTEND ON NEXT 100M MAXSIZE UNLI

11. Set the table space and temporary table space to at least the following minimum settings:
Parameter
Suggested value
arsys
2000
artmpf
500
These tablespace names may be different depending on your environment.

12. To avoid time-out errors during installation, set the System Global Area (SGA) minimum size to at least 1 GB
(small database), 3 GB (medium database), or 6 GB (large database).
For Oracle 10g or 11g, BMC Software recommends setting the maximum SGA size and enabling the
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database to automatically manage the internal memory structures of the SGA.

For example, to change the SGA size to 1 GB, use the alter system set sga_target=1G scope=both
command.
13. Verify or set the following environment variables.
Environment
variable
Description
NLS_LANG
(Windows)
Specifies globalization settings. For information about NLS_LANG and its usage, see the following notes from Oracle:
LANG (UNIX)
Specifies globalization settings.
ORACLE_HOME
Points to the directory where the Oracle client is installed. Use this value: $<ORACLEHOMEDirectoryPath>
144808.1, 227330.1, 260192.1. If you are using the Oracle Instant Client, see step 14.
Note
The installer accepts the ORACLE_HOME path as a user input on UNIX.
If you are using the Oracle Instant Client, see step 14.
(For Windows) Points to the bin directory of the Oracle client. For example, C:\oracle\product\10.2.0\client_1\bin. The
bin directory contains the path to the Oracle binary files. Add the following value to the PATH:$ORACLE_HOME/bin
PATH
Note
If you are using multiple versions of Oracle, make sure that the entry for the version you want to use appears
before the others.
14. When using the Oracle Instant Client, complete the following steps:
a. When installing the Oracle Instant Client, choose Administrator as the installation type. (For more
information, see your Oracle database documentation.)
b. Set the system path to the folder where the Oracle Instant Client is located on the local computer.
c. Set the ORACLE_HOME system variable to point to the folder where the Oracle Instant Client is
located on the local computer.
d. Set the TNS_ADMIN system variable to point to the folder where the correct tnsnames.ora file is
located.
Note
By default, the Oracle Net Services configuration files are located in the
OracleHome\network\admin directory. To change the default location, you can set the
TNS_ADMIN environment variable to the appropriate value (for example,
OracleBase\OracleHome\test\admin). The AR System suite installer accepts the value of the
Database Client Home Path field only for UNIX installations. If the installer does not find the
tnsnames.ora file in dbClientHomePath\network\admin or in the directory specified in
TNS_ADMIN, it prompts you to enter the path in the AR System Server Database
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Information panel. If you provide a valid path, the installer sets the TNS_ADMIN
environment variable in the arsystem.sh script. The installer accepts your input and sets the
value for TNS_ADMIN only if you have Read permissions on the tnsnames.ora file.
e. Set the NLS_LANG system variable value for non-unicode or unicode.

f. Create the following soft links that point to libclntsh.so.11.1:
libclntsh.so
libclntsh.so.10.1
g. Create the directory structure as follows: ORACLE_HOME/bin and ORACLE_HOME/lib.
15. Configure the tnsnames.ora file to make sure that the service name is the same as the entry name for the
server on which you are installing BMC Remedy AR System. For example:
COMPUTER1 =
(DESCRIPTION =
(ADDRESS_LIST =
(ADDRESS = (PROTOCOL = TCP)(HOST = computer1.xyzcompany.com)(PORT = 1521))
)
(CONNECT_DATA =
(SERVICE_NAME = COMPUTER1)
)
)
During the installation, you are asked for the database instance name, and it should match the entry in the
tnsnames.ora file (for example, MACHINEA).
For more information about tnsnames.ora, see your Oracle documentation.
16. Find the Connection Identifier in the tnsnames.ora file (located in $ORACLE_HOME/network/admin folder).
If multiple listeners are configured, locate the correct tnsnames.ora file in the correct $TNS_ADMIN value
path.
Following is an example entry in tnsnames.ora:
MyConnectionIdentifier =
(DESCRIPTION =
(ADDRESS_LIST =
(ADDRESS = (PROTOCOL = TCP)(HOST = hostname)(PORT = 1521))
)
(CONNECT_DATA =
(SERVICE_NAME = ORCL.MYWORLD)
)
)
17. Make sure that the Oracle listener is running and is configured correctly for the database.
18. After you finish installing the AR System server:
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Add the following line to the ar.cfg file (Windows) or ar.conf file (UNIX) if cursor_sharing is set to
FORCE:
Oracle-Cursor-Sharing: FORCE
Add the following line to the Oracle initialization file:
CURSOR_SHARING: FORCE
For more information, see the Oracle's Cursor Sharing for BMC Remedy Products white paper on the
Customer Support website at: http://www.bmc.com/support.
19. Oracle has a limitation with cursor sharing and case insensitivity. With the Db-Case-Insensitive and
Db-Functional-Index parameters,
Oracle does not properly use the indexes if cursor sharing is set to FORCE. Therefore, even though FORCE
is recommended with normal case sensitivity, if you want to use case insensitivity, use EXACT. For more
information, see the descriptions for Db-Case-Insensitive and Db-Functional-Index in ar.cfg or ar.conf
options: C-D.
Setting up a previously created tablespace

For a BMC Remedy AR System server, you can use a tablespace that you previously created in Oracle.
Note
If you are using a RAC or ASM Oracle database, you must create tablespaces before installing BMC
Remedy AR System. For more information about creating tablespaces in RAC or ASM databases, refer to
your Oracle documentation.
To use a previously created tablespace in BMC Remedy AR System

1. In a SQL*Plus window, create the tablespace and temporary tablespace. For example:
create tablespace ARSYSTEM
datafile 'C:\DB-DATA\SSIORA12\DATA\ARSYS.dbf ' size 7000M reuse;
create temporary tablespace ARSTMPSPC tempfile 'C:\DB-DATA\SSIORA12\DATA\ARTEMP.dbf' size
2. Create a user. For example:
create user aradmin identified by AR#Admin#
default tablespace ARSYSTEM
temporary tablespace ARSTMPSPC
quota unlimited on ARSYSTEM;
3. Create a role for the user you created in step 2 ab ove. For example:
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create role ARole_arsys not identified;

4. Set the privileges for the role. For example:
grant alter session, create cluster, create database link, create sequence, create session
5. Grant the role to the user. For example:
grant ARole_arsys to aradmin;
go
Related topics

ar.cfg or ar.conf options C-D for information on adding the Db-Case-Insensitive option to perform
case-insensitive queries on Run If qualifications for active links, filters, and escalations.
Configuring Microsoft SQL Server

This section describes the steps you should perform with your Microsoft SQL Server database when you install
BMC Remedy AR System or any application in the BMC Remedy IT Service Management Suite.
Tips to remember
To prepare your Microsoft SQL Server database
To optimize Microsoft SQL Server 2005 (or later) after you finish installing or upgrading the AR System
server
Windows Authentication mode and Microsoft SQL Server
To pre-create a Microsoft SQL Server database
Tips to remember
Purge the transaction log frequently to prevent it from filling up during installation.
Back up the SQL Server log files, and then change the SQL Server Transaction Logging mode from FULL to
SIMPLE.
If the database is not configured to extend automatically, make sure that you have set the following:
Set the BMC Remedy AR System data file size to 1 GB or greater; BMC Software recommends at least
2 GB. If you are planning to install CMDB or ITSM applications in addition to BMC Remedy AR
System, add 2048 MB to the data file for each additional application.
Set the log file size to 1 GB or greater. If you plan to install CMDB or ITSM applications in addition to
BMC Remedy AR System, add 2048 MB to the data file for each additional application.
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Note
BMC recommends that you set the value of the Next-ID-Block-Size: Server option in the
ar.cfg or ar.conf file to 100.
To prepare your Microsoft SQL Server database

1. Install the Microsoft SQL Server database.
You can install the SQL Server database on the same computer where BMC Remedy AR System is installed,
or on a remote server that is networked to the computer where you plan to install BMC Remedy AR
System.
2. Install SQL Server clients (that is, the drivers).
For remote installations, install the SQL Server clients on the same computer as the BMC Remedy AR
System server.
3. Create an instance of the database.
4. Set your SQL Server connections to allow TCP/IP:
a. Open the SQL Server Configuration Manager.
b. Click Network Configuration for your SQL Server instance.
c. Make sure that TCP/IP Protocol is enabled.
d. View the TCP/IP Properties dialog box for your database instance, and make sure that the IP
Addresses tab has a TCP Port number specified. (The default port is 1433.)
e. Restart all SQL Server services to effect this change.
5. Determine data file and log file sizes for your SQL Server database.
Note
During the installation, you are required to declare table sizes. This enables you to pre-size the
data files to improve application performance.
6. Make sure that your database can accept network communication with the parameters entered in the
installation.
The network communication will use ODBC and be able to recognize your ODBC data source.
To optimize Microsoft SQL Server 2005 (or later) after you finish installing or upgrading the AR System
server
Important
Perform these tasks immediately after you complete the AR System server installation or upgrade and
before you install any other BMC applications (for example, BMC Atrium Core).
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If you are using Microsoft SQL Server 2005, make sure you have installed the most current Service Pack.
1. Stop the AR System server to ensure that all connections to the AR System database are closed.
2. (For a server group or a shared database) Stop all the AR System instances.
3. Set the following SQL Server forced parameterization and SNAPSHOT isolation parameters:
ALTER DATABASE ARSystem SET PARAMETERIZATION FORCED
ALTER DATABASE ARSystem SET READ_COMMITTED_SNAPSHOT ON
For example:
alter database ARSystem set recovery simple;
alter database ARSystem set single_user with Rollback immediate;
alter database ARSystem set READ_COMMITTED_SNAPSHOT ON;
alter database ARSystem set multi_user;
alter database ARSystem set PARAMETERIZATION FORCED;
4. Verify the values by issuing the following command:
SELECT is_read_committed_snapshot_on FROM sys.databases where name = 'ARSystem'
Windows Authentication mode and Microsoft SQL Server

Microsoft SQL Server installation can support two authentication modes:
Windows authentication mode
Mixed authentication mode
To find the supported authentication mode in your SQL Server environment, connect to the SQL Server instance
from Management Studio > Server Properties > Security.
If only Windows authentication mode is supported, choose Windows authentication when you install the BMC
Remedy AR System server.
If mixed authentication mode is supported, choose Windows authentication or SQL Server authentication when
you install the BMC Remedy AR System server.
To pre-create a Microsoft SQL Server database

If you do not have DBA privileges, your database administrator must create an empty database so that you are not
asked for database information during the installation.
Note
Create the folder (for example, c:\data, before you pre-create the database. Otherwise, the database
creation fails.
1. In a Query Window, run the following command:
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use tempdb
2. Create a database, for example:
CREATE DATABASE "ARSystem" ON (NAME = "ARSystem_data", FILENAME = 'c:\data\ARSys.mdf', SIZ

CREATE LOGIN "ARAdmin"WITH PASSWORD = 'AR#Admin#', DEFAULT_DATABASE = ARSystem
3. Use the created database, for example:
use ARSystem
4. Create a user name and login, for example:
CREATE USER "ARAdmin" FOR LOGIN "ARAdmin"
5. Make the user the db_creator, for example:
sp_addrolemember 'db_creator', 'ARAdmin'
Related topics
Using Microsoft SQL Server with BMC Remedy AR System

Configuring IBM DB2

This section describes the steps you should perform with your DB2 database before you install BMC Remedy AR
System or any application in the BMC Remedy IT Service Management Suite.
Before you begin
To prepare your DB2 database
For local installations
For remote installations
Creation of a 32 KB tablespace
Pre-creating a database
AR System database components created for DB2 databases
Information added to AR System database configuration file (ardb.cfg or ardb.conf)
Minimum DB2 database transaction log size (for upgrades only)
Upgrading DB2 (for Service Level Management)
Some forms have entries that exceed the default BMC Remedy AR System size limit for each record. The
following steps help optimize the way DB2 determines which forms it places in larger containers. Perform these
steps to provide a balanced performance standard across all the forms.
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Before you begin

If the BMC Remedy AR System server and the IBM DB2 database are running on the same environment on a
single server (not a remote DB2 database), and you are installing BMC Remedy AR System on a DB2
database, change the Local Security Policy settings before you install the BMC Remedy AR System server.
Go to Start > Administrative Tools > Local Security Policy > Local Policies > User Rights Assignment > Act as
part of the operating policy and add the user (administrator) who is running the BMC Remedy AR System
process. Then, select Local Policies > User Rights Assignment > Log on as a service policy, and add the user
(administrator) who is running the BMC Remedy AR System process .
Verify that the following DB2 values have been set during the installation of BMC Atrium CMDB:
APP_CTL_HEAP_SZ 40480 (DB2 version 9.4 or earlier)
APPL_MEMORY AUTOMATIC (DB2 version 9.5 or later)
INSTANCE_MEMORY AUTOMATIC (DB2 version 9.5 or later)
UTIL_HEAP_SZ 95000
STMTHEAP 60000
LOGFILSIZ 4000
To perform the following steps, make sure you are logged in as the DB2 instance owner. For example:
su - db2 instance
If the database is not configured to extend automatically, set the BMC Remedy AR System data file size to
at least 2 GB for one BMC Remedy application, or to at least 8 GB if you are also installing all BMC Remedy
ITSM applications.
Note
As of version 8.1 of the BMC Remedy IT Service Management Suite, your DB2 database server must be at
version 9.7 or later to upgrade the BMC Remedy ITSM Suite. If you are unable to upgrade your DB2
database server, refer to the instructions provided in the BMC Remedy ITSM documentation.
To prepare your DB2 database

1. Install the DB2 database server.
You can install the DB2 database server on the same computer where the AR System server is installed or
on a remote server that is networked to the computer where you plan to install BMC Remedy AR System.
2. Install DB2 clients.
For remote installations, install the DB2 clients on the same computer as the AR System server.
3. (Solaris only) Install the DB2 libdb2.so library.
The AR System server is dynamically linked to the DB2 library on Solaris. If this library was not installed with
the DB2 client, install the library on the same computer where you plan to install the AR System server.
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Note
For information on the supported DB2 client library versions, see the compatibility matrix (
Checking system requirements and supported configurations).
4. Create and name a DB2 instance.

For local database servers, create a DB2 instance on the local computer.
For remote database servers, create a DB2 instance on the remote computer.
Note
For naming restrictions, check your database vendor documentation.
5. Set the port configuration:

db2 update dbm cfg using SVCENAME 60007
6. Restart the DB2 instance:
db2stop
db2start
7. Verify the port configuration:
db2 get dbm cfg | grep SVCENAME
Be sure to use the correct DB2 port during the installation.
8. Make sure the TCP/IP Protocol for the database is enabled, and set a TCP/IP port for the database instance.
9. (UNIX only) Verify or set the LANG environment variable.
installation. (For the list of parameters, see your planning spreadsheet.)
11. If you are using DB2 9.7, grant permissions to the DBADM role:
grant DBADM, BINDADD ,CONNECT, CREATETAB, CREATE_EXTERNAL_ROUTINE,
CREATE_NOT_FENCED_ROUTINE, IMPLICIT_SCHEMA, QUIESCE_CONNECT, LOAD
on database to user <userName>
Make sure the DBADM user exists as a local Windows account, and make sure that the passwords of the
local Windows account and the DB2 account are identical.
12. Make sure that the database's local catalog name matches the database's name on the database server.
If the names do not match, the installer will not display the Upgrade/Overwrite dialog box, and a warning
will appear: Warning! You have entered an existing database login.
13.
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13. For a Unicode DB2 installation, make sure that the DB2CODEPAGE variable is set to 1208.
On Microsoft Windows, for example, enter the following command from the DB2 command window:
db2set DB2CODEPAGE=1208
Note
The DB2CODEPAGE setting is part of the database client libraries. Make sure that this setting is
correct on the computer where the BMC Remedy AR System is running, which might be different
from the computer where the database is located.
For more information about the syntax and usage of DB2 commands, see the IBM DB2 documentation.
For local installations

1. Create an operating system user account (for example, bmcuser1) on the same computer where you
installed the DB2 database and where you will install the AR System server.
Note
The new operating system user account must have the Log on as Service rights.
2. For BMC Remedy AR System root installations or BMC Remedy AR System installations performed by a user
who is not a database instance administrator, make the user a member of the following groups, which are
created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
3. Give the user privileges to the following folders:
/etc/arsystem (Write permission)
/tmp (Write permission)
/opt/bmc/ (Write permission)
User-defined installation directory (Write permission)
/usr/sbin/slibclean (Execute permission on AIX platforms)
/tmp or /var/tmp or /usr/tmp (Write permission, depending on the operating system)
If the IATEMPDIR variable is set during the installation, make sure that the user has permission to the
appropriate file.
a. If you are migrating the DB2 database or instance to a different computer or environment, provide
privileges for the BMC Remedy AR System database user to the tablespace.
For example:
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GRANT USE OF TABLESPACE <Tablespace> TO USER

<DB2DatabaseUserLoginProvidedDuringARSystemInstallation>
The installer provides tablespace privileges during installation and expects that the
Syscat.tbspaceauth table has specific privileges for the grantee of the BMC Remedy AR System
database user.
b. Log in as the user (for example, bmcuser1 ), and start the installation.
Make sure that the user provided during installation is the owner of the pre-created 32K tablespace.
You can verify the owner of the tablespace using the following SQL query.
select TBSPACE, OWNER from SYSCAT.tablespaces where datatype='A' and
tbspace!='SYSCATSPACE' and PAGESIZE=32768
During the installation, enter the same user name (for example, bmcuser1) in the AR Database Login
field in the AR Database panel.
For remote installations

1. On the remote computer, complete the following steps:
a. Create an operating system user account with the same user name that was u sed in step a (f or
example, bmcuser1) on the same computer where you will install the AR System server.
Important
This DB2 user must have database creation privileges. Database access privileges are not
sufficient.
b. For BMC Remedy AR System root installations or BMC Remedy AR System installations performed by
a user who is not a database instance administrator, make the user a member of the following
groups, which were created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
c. If you are migrating the DB2 database or instance to a different computer or environment, provide
privileges for the BMC Remedy AR System database user to the tablespace.
For example:
GRANT USE OF TABLESPACE <Tablespace> TO USER <DB2DatabaseUserLoginProvidedDuringARSys

The installer provides tablespace privileges during installation and expects that the
Syscat.tbspaceauth table has specific privileges for the grantee of the BMC Remedy AR System
database user.
d.
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d. Catalog the database from the DB2 client using a command-line processor.
The catalog command syntax is:
db2 catalog tcpip node
<instanceNameAlias> remote <hostName> server <tcpPort>
For example:
db2 catalog tcpip node arsdbname remote servername.abc.com server 50000
For more information, see your DB2 documentation.
e. Confirm that the remote DB2 connections are correct.
After the remote connection is configured, create a DB2 database on the remote database server
and from the client computer DB2 prompt. Then, enter:
db2 connect to <databaseName>
<databaseName> is the name of the underlying database (for example, arsystem).
f. Log in as the user (for example, bmcuser1) on the remote computer, and start the installation.
During the installation, enter the same user name (for example, bmcuser1 in the AR Database Login
field in the AR Database panel.
Creation of a 32 KB tablespace
On a DB2 database, a 32 KB tablespace is created as a System Managed Storage (SMS) on new and overwrite
installations of the BMC Remedy AR System server.
The 32 KB tablespace is added during a BMC Remedy AR System installation as follows:
During a new installation, a 32 KB tablespace is created in the background with the name given for the
regular tablespace but concatenated with _32kb.
For example, if the tablespace name is ARSystem for the BMC Remedy AR System server, an additional
tablespace with a 32 KB page size is created and named ARSystem_32KB.
During an overwrite installation, the underlying database is dropped and a new database and tablespace
are created as they are for a new installation.
During an upgrade from version 7.1.00 to 8.1, the installer checks for the Form: AP:Rule Definition form
entry and, on the underlying database, validates the availability of the 32 KB tablespace that is listed in the
clause. If the 32 KB tablespace is present, the upgrade continues successfully. If it is not present, the
installer creates a 32 KB tablespace similar to the one described for a new installation and continues the
installation.
Note
When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary tablespace with 32K
pagesize are automatically created as they are required by the installer.
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If you select to install the Approval Server, the installer adds the Approval Server Form: AP:Rule Definition form
entry and its clause with the newly created 32 KB tablespace to the ardb.cfg (ardb.conf) file. (The existence of this
file is validated, and if it is not present when you install the Approval Server, the file is created. The Form: AP:Rule
Definition form entry is also validated to make sure that the clause contains the correct 32 KB page size
tablespace name.)
Note
You must pre-create the database with the same Database Login ID that is used as a value for the BMC
Remedy AR System Server DB Login ID installation parameter during the database installation. (For
example, ARAdmin).
To pre-create a DB2 database:

1. Create a database.
Create a Unicode database:
DB2 CREATE DATABASE ARSYSTEM USING CODESET UTF-8 TERRITORY US
Create a non-Unicode database:
DB2 CREATE DATABASE ARSYSTEM
2. Connect to the created database, for example:
CONNECT TO ARSYSTEM
3. Drop the default tablespace.
drop tablespaces userspace1
4. Create two bufferpools: one with a 16K pagesize and another with a 32K pagesize.
Bufferpool names are user-defined (for example: arbp1, arbp2).
create bufferpool arbp1 size 1000 pagesize 16k
create bufferpool arbp2 size 1000 pagesize 32k
5. Create one of the following tablespaces:
Create Database Managed Storage (DMS) tablespaces using the 16K pagesize bufferpool created in
step 4.
For example:
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CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY DATABASE USING (FILE '
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY DATABASE USING (FILE '/dat
Create System Managed Storage (SMS) tablespaces using the 16K pagesize bufferpool created in
step 4.
For example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY SYSTEM USING ('artmp')
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY SYSTEM USING ('ardata') ex
[dropped table recovery off]
The container (artmp or ardata) can be an absolute or relative directory name.
6. Create SMS tablespaces using the 32K pagesize bufferpool created in step 4.
For example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01_32KB pagesize 32k MANAGED BY SYSTEM USING ('artmp_3
CREATE REGULAR TABLESPACE ARSystem_32KB pagesize 32k MANAGED BY SYSTEM USING ('ARSys_32KB'
Note
When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary tablespace with 32K
pagesize need to be created as they are required by the installer.
Optional parameters are enclosed in square brackets, for example:

[ dropped table recovery off]
Note
The Dropped Table Recovery Off option can improve performance but it means that you cannot
recover a table if it is accidentally dropped.
7. Grant the created tablespaces permissions for the database user.

For example:
GRANT USE OF TABLESPACE
ARSystem TO USER
with grant option

GRANT USE OF TABLESPACE
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ARSystem_32KB TO USER
WITH GRANT OPTION

8. (For UNIX) Start the DB2 instance as the
<DB2DatabaseUserLoginProvidedDuringARSystemInstallation>.
If you are using the default database user and password:
db2 connect to ARSystem user aradmin using AR#Admin#
If you are using a different database user and password:
db2 connect to ARSystem user <DB2DatabaseUserLoginProvidedDuringARSystemInstallation>

Alternatively, you can also use the su command to change the owner of the DB2 instance.
For example:
su - <DB2DatabaseUserLoginProvidedDuringARSystemInstallation> and then starting the D

9. If the following values for the following commands are not already set during the installation of BMC
Atrium CMDB, run the following commands:
DB2=> UPDATE DB CFG for databaseName using APP_CTL_HEAP_SZ 40480 (version 9.4 or earlier)
DB2=> UPDATE DB CFG for databaseName using APPL_MEMORY AUTOMATIC (version 9.5 or later)
DB2=> UPDATE DB CFG using INSTANCE_MEMORY AUTOMATIC (version 9.5 or later)
DB2=> UPDATE DB CFG for databaseName using UTIL_HEAP_SZ 95000
DB2=> UPDATE DB CFG for databaseName using STMTHEAP 60000
DB2=> UPDATE DB CFG for databaseName using LOGFILSIZ 4000
Note
The default database name is ARSYSTEM.
10. If the database is on a remote computer, grant the tablespace permission to the ARAdmin user by running
the following command:
DB2=> grant use of tablespace tablespaceName to user aradminUser with grant option;
11. When you finish, perform the following steps:
a. Enable the database you created.
b. Set the transactional logs.
BMC recommends the following settings:
Log file size (4KB) (LOGFILSIZ)
20000
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Number of primary log files (LOGPRIMARY)
Number of secondary log files (LOGSECOND)
10
Log retain for recovery enabled (LOGRETAIN)
OFF
User exit for logging enabled (USEREXIT)
OFF
c. Check that the options are consistent with HADR mode.
AR System database components created for DB2 databases

For IBM DB2 databases, the installer creates the following BMC Remedy AR System database components:
Database components created for DB2
Component
Description
BMC Remedy AR
System Database
Database tables that the BMC Remedy AR System installer creates on the DB2 server. The tables store all the data related to
the BMC Remedy AR System database.
Tablespaces
Logical layer between the database and the database objects that are stored in the database. The installer creates the
following tablespaces:
User (USER-DEFINED-TABLESPACE, for example, ARSystem) Stores user-defined tables. The user tablespace is
where the BMC Remedy AR System tables will reside.
Temporary (USER-DEFINED-TEMP-TABLESPACE, for example, ARTMPSPC) Stores temporary tables that are used
for short-term activities, such as sorting and displaying search results.
Catalog (SYSCATSPACE) Stores system metatables.
SMS tablespaces
In system-managed tablespaces:
The DB2 system manages the container space when the user specifies the container location.
The system increases the tablespace size dynamically when the number of records increases.
Data is stored in a directory container.
DMS tablespaces
In database-managed spaces:
The database administrator (DBA) manages the container size.
Data is stored in a file container.
Space is allocated when the tablespace is created. You can also increase the size manually, as needed.
If the DMS space is not sufficient when you want to upgrade the BMC Remedy AR System server, double the pages of
the syscatspace.
Note
BMC recommends that you use SMS instead of DMS.
Containers
Store physical data and tables corresponding to BMC Remedy AR System. There are three types of containers: file, directory,
and disk.
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Information added to AR System database configuration file (ardb.cfg or ardb.conf)

The AR System installer adds the following lines to the BMC Remedy AR System database configuration file
(ardb.cfg or ardb.conf):
Form: NTE:SYS-NT Process Control
Clause: IN tablespaceName
Form: NTE:SYS-NTUnProcessedRecords
Form: SRM:Request
Form: NTE:SYS-Individual NT Control
Form: NTE:SYS-Group NT Control
In the preceding clause, tablespacename is the name of the table space created in step 3.
The BMC Remedy ITSM installer adds the following lines to the BMC Remedy AR System database
configuration file if you are installing BMC Asset Management.
Form: AST:PurchaseRequisition-Detail-Signature
Clause: IN tablespacename
configuration file if you are installing BMC Change Management.
Form: CHG:Infrastructure Change
configuration file if you are installing BMC Service Desk: Incident Management.
Form: HPD:Help Desk
Form: HPD:Search-Assignment Logs
Form: HPD:Search-Worklog
Form: HPD:IncidentInterface_Create
In the preceding clause, tablespacename is the name of the tablespace you created earlier.
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Minimum DB2 database transaction log size (for upgrades only)

When you upgrade a BMC Remedy AR System 8.1 server that uses a DB2 database in an environment supporting
BMC Remedy ITSM applications, BMC recommends a minimum database transaction log file size of 1.3 GB.
Before starting the upgrade, adjust the following DB2 Universal Database configuration parameters to ensure that
logfilesize >= 1.3 GB:
LOGFILSIZ
LOGPRIMARY
LOGSECOND
For example:
Log file size (4KB)
(LOGFILSIZ) = 20000
Number of primary log files
(LOGPRIMARY) = 8
Number of secondary log files
(LOGSECOND) = 10
Log retain for recovery enabled
(LOGRETAIN) = OFF
User exit for logging enabled
(USEREXIT) = OFF
Warning
This example is from a test environment and represents a minimum transaction log file size. To
determine the log file requirements for your environment, consult your database administrator before
beginning the upgrade.
For more information about determining your transaction log file size, go to
http://publib.boulder.ibm.com/tividd/td/tec/SC32-1233-00/en_US/HTML/ecoimst65.htm.
Upgrading DB2 (for Service Level Management)

If you are using any version of BMC Service Level Management prior to version 7.6.04 and you want to upgrade to
version 8.1, then you must upgrade your BMC SLM DB2 database by running the DB2 database script.
Note
If you are performing a new installation of BMC Service Level Management 8.1, you do not need to
complete these steps.
1. Do one of the following tasks:
a.
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a. During the installation, if the ardb.cfg (ardb.conf) file is not detected, you receive an error message
that you must first create the ardb.conf file.
b. During the installation, if the ardb.cfg (ardb.conf) file exists but there is no SLM:ServiceTarget form
entry with clause of 32KB tablespace, you receive an error message that you must execute the
rundb2upgrade.sh script.
2. Run either of the following:
a. (AIX) Run ./rundb2upgrade.sh.
b. (Windows) Run rundb2upgrade.bat.
3. At the User Name prompt, type the AR administrator user name.
4. At the Password prompt, type the AR administrator user password.
5. At the AR Server Port prompt, type the AR port number.
6. Do either of the following tasks:
a. (AIX) At the AR Database Name prompt, type the AR table space name (case sensitive).
b. (Windows) at the DB2 Table Space name prompt, type the AR 32KB table space name.
7. At the AR Installation Directory prompt, type the AR installation path.
Note
For Windows, the AR installation path must be in 8.3 format.
8. At the SLM Installation Directory prompt, type the SLM installation path.
9. At the Export Target Directory prompt, type the path for the exported data.
10. After running the script, re-install BMC Service Level Management 8.1.
Note
The script file is in the utility directory of DISK 1.
Related topics
ar.cfg or ar.conf

Configuring Sybase databases

This section describes the steps you should perform with your Sybase database before you install BMC Remedy
AR System or any application in the BMC Remedy IT Service Management Suite.
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To prepare your Sybase database

To pre-create a Sybase database
Forms with more than 254 fields
These steps are usually performed by a user who has database administrator privileges.
Note
If you try to install the BMC Remedy AR System server on top of Sybase 15.0.2/EBF 14328, the installation
might fail. You will receive this error message:
Failure during SQL operation to the database : Incorrect syntax near the keyword
'path'.
For troubleshooting information, see Sybase error 156 in your Sybase documentation and BMC Remedy
AR System error message 552.
To prepare your Sybase database

1. Install the Sybase database.
You can install the Sybase database on the same computer where the BMC Remedy AR System is installed,
or on a remote server that is networked to the computer where you plan to install BMC Remedy AR
System.
Note
A warning message with the names and paths of the dummy devices is displayed during the
installation procedure (after the Database File Input Panel is displayed). You must manually delete
these dummy devices after the installation procedure is complete.
2. Install Sybase clients.

For remote installations, install the Sybase clients on the same computer as the BMC Remedy AR System
server.
3. From the directory where the 64-bit Sybase client is installed, source the database.
../SYBASE.sh
4. Make sure that the TCP/IP Protocol for the database is enabled.
5. Verify or set the DSQUERY and SYBASE environment variables as follows:
DSQUERY=SybaseServer; export DSQUERY
SYBASE=SybaseInstallDirectory; export SYBASE
These examples use the syntax for Bourne shell.
6. (UNIX only) Verify or set the LANG environment variable.
7.
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7. If you are upgrading from BMC Remedy AR System 7.1.00 to 8.1, set the Select into database option for
the database that you are upgrading.
installation.
Tip
Refer to the planning spreadsheet for AR System installation parameters.
9. Change the minimum page size to 8 KB. For information about increasing the page size, see your Sybase
documentation.
10. Increase the default tempdb size to 600 MB.
11. If you created a device in addition to a master device, designate the database device as a default database
device. This is required because BMC Remedy ARSystem is always created on the default device.
12. If the database is configured to extend automatically, specify the following values:
a. Set the BMC Remedy AR System data file size = 3 GB or larger.
Note
If the database is not configured to extend automatically, set the BMC Remedy AR System
data file size to at least 2 GB for one BMC Remedy ITSM application, or to at least 8 GB if
you are also installing all BMC Remedy ITSM applications.
b. Set the log file size to 2 GB or larger.

c. Change the Sybase configuration file to the following recommended minimal values, and restart the
Sybase server:
\[Meta-Data Caches\]
number of open objects = 1310072
number of open indexes = 512000
number of open partitions = 6000
\[Physical Memory\]
max memory = 128000
\[SQL Server Administration\]
procedure cache size = 7000
\[Lock Manager\]
lock scheme=datarows
\[User Connections\]
number of user connections=50
13.
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13. Set the following Sybase database configuration parameters:

Max Memory = 128000
Number of Locks = 15000
Number of Open Partitions = 15000
The BMC Remedy AR System 8.1 suite installer optimizes SQL calls for installation on Sybase.
Therefore, a larger number of LOCKS must be configured for the database.
14. To prevent the transaction log from filling up during installation, set the trunc log on chkpt database
option on the following databases:
BMC Remedy AR System database
tempdb
Use the following commands: sp_dboption databaseName, 'trunc log on chkpt', true
go
Note
Disable the trunc log on chkpt option for all databases after the successful installation
and before any production activity.
15. If you are using Sybase 15, make sure that the number of open partitions parameter is set
appropriately.
For more information, see your Sybase documentation.
16. If you plan to install the BMC Atrium CMDB Product Catalog or any ITSM application, make the following
changes:
Set the Number of Open Objects to 30000.
Set the Number of Open Indexes to 15000.
Increase the size of tempdb. (You might have to create another device to increase the size of
tempdb.)
For more information about the LOCKS setting, see your Sybase documentation.
To pre-create a Sybase database

1. Create a device.
For example:
use master
go
disk init name='ARSystem_data', physname='/data1/ardata/ ARSys', size='1024M'
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go
disk init name=' ARSystem_log', physname='/data1/ardata/ARSysLog', size='500M'
go
2. Create the database.
For example:
create database ARSystem on
ARSystem_data=1024 log on ARSystem_log=500 with override
go
use master
go
3. Create the login with a password.
For example:
sp_addlogin 'ARAdmin', 'AR#Admin#'
go
4. Create the db_owner group.
For example:
sp_addgroup db_owner
go
grant all to db_owner
go
5. Create the user pointing to the created login and group.
For example:
sp_adduser 'ARAdmin', 'ARAdmin', db_owner
go
use master
go
6. Modify the login to make its default database, the earlier created database.
For example:
sp_modifylogin ARAdmin, defdb, ' ARSystem'
go
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use ARSystem
go
7. Change the owner of the database to be the created user.
For example:
sp_changedbowner 'ARAdmin'
go
use master
go
8. Add the select into option to the created database.
For example:
sp_dboption 'ARSystem','select into',true
go
9. Use the created database.
use ARSystem
go
Forms with more than 254 fields

By default, Sybase does not work with forms that have more than 254 fields. This topic describes how to respond
to error messages that might result from forms with more than 254 fields.
Because some forms have more than 254 fields at installation time, or can be expanded to have more than 254
fields during an integration with another application, you might receive an error message similar to the following
example when installing the application on Sybase:
552 Failure during SQL operation to the database Number of variable length columns
exceeds limit of 254 forallpage locked tables. ALTER TABLE for 'T566' failed
If this happens during an integration, you might also receive a message similar to the following example:
303 Form does not exist on server SIT:Site Group
This occurs when the integration process adds fields to a form (using the ALTER TABLE command) that increase
the number of fields to more than 254. When this happens, Sybase rolls back the change and drops the original
table.
This generates further installation errors because additional dependencies fail to import.
Workaround
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Form:NTE:SYS-Group NT Control
Clause: lock datarowsForm:NTE:SYS-NTUnProcessedRecords
Clause: lock datarowsForm:NTE:SYS-NT Process Control
Clause: lock datarowsForm:CHG:Infrastructure Change
Clause: lock datarowsForm:SRM:Request
Clause: lock datarowsForm:SRM:RequestApDetailsSignature
Clause: lock datarowsForm:SRM:RequestInterface
Clause: lock datarowsForm:HPD:Help Desk
Clause: lock datarows
Related topics
error message 552

Configuring databases that are not configured to extend automatically

The information in this topic applies to databases that are not configured to extend automatically.
Note
This information does not apply to Oracle databases, which has separate requirements listed in
Configuring Oracle databases.
To configure a database that is not configured to extend automatically

1. Set the BMC Remedy AR System data file size to at least 2 GB for one BMC Remedy ITSM application, or to
at least 8 GB if you are also installing all BMC Remedy ITSM applications.
2. Set the log file size to 2 GB or greater.
Preparing the UNIX environment

BMC recommends that you read through the material in this topic before installing BMC Remedy AR System
server version 8.1 on UNIX or Linux. On UNIX, the installer uses a graphical user interface. (Alternatively, you can
also use the silent installer.)
Preparing to install as a non-root user
Running a remote installation on UNIX
Assigning a temporary directory
Removing sticky bit permissions on the temporary directory
Installing in a headless environment
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Long file names (HP-UX and Linux)

Preparing to install on Red Hat Linux 6.x
Preparing to install on AIX
Setting ulimit before installing BMC Remedy ITSM
Using kernel tuning to increase transactions and users

You can install the BMC Remedy AR System server as a root or non-root user.
When you install as a non-root user, you must update the system configuration files manually. The installation
script prompts you to do this and instructs you to start a shell where you have root access or full read and write
access.
Installing as a non-root user allows a user to maintain the BMC Remedy AR System software without the
assistance of a system administrator. However, to automatically start the AR System server when your computer
restarts, you must ask your UNIX system administrator to change the system startup scripts accordingly.
1. Make sure that you have access to the following directories and the files under them:
.profile file in your home directory (write access)
/etc/mnttab file (write access, HP-UX 11.23 only)
/etc/arsystem
/usr/tmp directory
/opt/bmc directory
If you do not have a /opt/bmcdirectory, you must create it to complete the installation.
Note
AIX also requires execute and suid permissions to the /usr/sbin/slibclean file, for the root
and non-root user.
JREHomeDirectory/bin (read and execute permission)

2. Make sure that the non-root user belongs to a group that has database access (For example, the dba
group).
This step is valid for all the database types.
You must do this only for installation.
You must add the user to the group where database is installed and give the user read, write, and
execute permissions to access the database file system.
For Oracle client libraries, you must give access to the Oracle client Home and Oracle server Home
directory.
3. Run the BMC Remedy AR System installation.
Some of the actions you will be prompted to perform (as a non-root user) include:
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Creating several directories and setting permissions for those directories. For example, the script
prompts you to create the /etc/arsystem directory with read/write permissions for all users.
Merging the contents of files. For example, merge the
<ARSystemServerInstallDir>/ar-<Database>/rpc file with the /etc/rpc file.
4. On the Linux platform, if you will be starting arserverd as a non-root user, make sure that the "open files"
limit of the shell is set to 16384.
5. When installing other BMC applications as a non-root user, you must log in to the UNIX system under the
same UNIX user ID that was used to install BMC Remedy AR System.

Follow the steps given below to run a remote installation on a UNIX computer:
1. Make sure you have an X Windows client on the local computer.
2. Log in to the remote machine, and set the DISPLAY environment variable to point to the X Windows client
on the local computer.
3. Run the installer.
Note
If you do not have the X Windows client, use the silent installer .

The installer uses the IATEMPDIR environment variable to assign the location of a temporary directory to use
during installation. If your /tmp or /home/ userName directories do not have enough free space to run the
installation, it will fail.
If you have access to another drive or partition with more free space, set a new temp directory by using one of
the following commands:
export IATEMPDIR=/ <pathName>
setenv IATEMPDIR / <pathName>
In these commands, <pathName> is a writable directory with more free space available than the default
directories.
Note
BMC recommends that you have 1 GB of free space.
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If you have sticky bit permissions on the temporary directory, the installer does not create the
/tmp/ARSystemInstalledConfiguration.xml file. Therefore, you must remove sticky bit permissions from the
directory before running the installer.

The installer no longer supports the command-line interface on UNIX as in previous versions. To install on a
headless computer, use a remote X Windows session or the silent installation process.

For HP-UX and Linux systems, configure the operating system to allow long file names to be read and copied.
You might find operating system configuration issues in installing directly from a DVD. In some cases, the DVD
mount might cause long file names from the DVD not to work.

Before installing the AR System server and the BMC Remedy IT Service Management suite on a Red Hat Linux 6.x
server, complete the following steps:
1. Install the following 32-bit RPM packages so that user interface support is available for the installer:
libX11-1.3-2.el6.i686.rpm
libXau-1.0.5-1.el6.i686.rpm
libxcb-1.5-1.el6.i686.rpm
libXext-1.1-3.el6.i686.rpm
libXi-1.3-3.el6.i686.rpm
libXtst-1.0.99.2-3.el6.i686.rpm
2. Install the compat-libstdc++-33-3.2.3-69.el6.i686.rpm RPM package to ensure the BMC Remedy AR
System services start.
3. Check for libstdc++.so.5 under the /usr/lib folder.
4. Start the rpcbind process with -ioption:
# service rpcbind stop

# rpcbind -i
# service rpcbind status
5. Install the AR System server.

6. Launch the installer with the setup.sh script.
This script, which is located in the Disk1 folder, implements ulimit and other checks to prevent the
installation from failing. For more information, see the "Setting ulimit before installing BMC Remedy ITSM"
section below.
7. Install the following packages if you are installing BMC Service Request Management (which is part of the
BMC Remedy IT Service Management suite):
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ncurses-devel-5.7-3.20090208.el6.i686.rpm
ncurses-libs-5.7-3.20090208.el6.i686.rpm

Before running the installer in an IBM AIX environment, set data, data_hard, core, and core_hard to unlimited in
/etc/security/limits file for the user running the installer. This ensures that the installer will not fail due to data
segment size or core file size when the installer runs the arStart.sh from a shell window.
If you are installing the BMC Remedy AR System server for AIX with Oracle, the BMC Remedy AR System server
installation files must reside on a local file system and not on a network file system.

Before you install BMC Remedy ITSM, set the size of physical memory or the number of file descriptors. For
example:
ulimit -n unlimited
ulimit -m unlimited
Launch the installer with the setup.sh script. This script, which is located in the Disk1 folder, implements a ulimit
check to prevent the install from failing.

Before you install the BMC Remedy AR System server, consider increasing the value of kernel parameters that
affect the BMC Remedy AR System server (or any other multi-threaded server process). This increase ensures that
BMC Remedy applications can support the expected volume of transactions and users.
For example, consider increasing the following process features:
Number of threads available for a process
Available memory For example, the arserverd process often requires between 500 MB and 1 GB of
memory (for BMC Remedy AR System with no additional forms or applications installed).
Number of associated files or process descriptors Descriptors should be at least 2.5 to 3 times the
number of expected concurrent connections or 1024 (whichever is greater). Examples of connections
include user logins (client or browser), the Email Engine, and custom APIs.
Contact your system administrator or operating system vendor for more information about kernel tuning.
Related topics
Installing silently
Accessing the Mid Tier Configuration Tool

Installing BMC Service Request Management
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server version 8.1 on Microsoft Windows.
To run the installer on Windows, you must have administrator access.
If you are using Terminal Services, update the Terminal Services configuration options as needed before running
the suite installer. If you are using Terminal Services, the installer will not run until you configure Terminal
Services correctly. To configure Terminal Services for Windows Server 2003 , you use the Terminal Services
Configuration utility, for Windows Server 2008, you use the Group Policy Editor.
If you are using the data execution prevention (DEP) feature in Windows XP (with Service Pack 2 or later),
Windows Server 2003 or Windows Server 2008, you need to configure DEP for the BMC Remedy AR System
installer executable program.
Note
If you do not configure these items before you run the installer, an installer panel appears listing the
steps required to handle these issues.
To update Terminal Services configuration options for Windows Server 2008

To configure the DEP feature

1. From the Windows Start menu, click Run.
2. Type gpedit.msc, then click OK.
3. Navigate to Computer Configuration > Administrative Templates > Windows Components > Remote
Desktop Services > Remote Desktop Session Host > Temporary Folders.
4. Enable the settings for Do not delete temporary folders on exit and Do not use temporary folders per
session.
5. (optional) Restart the computer.
6. Verify whether you can run the installation successfully.
If you are not able to run the installer, complete the following steps:
1.
a. From the Windows Start menu, click Run.

b. Type regedit, then click OK.
c. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server.
d. Update PerSessionTempDir to 0 and DeleteTempDirsOnExit to 0.
e. (optional) Restart the computer.
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1. From the Windows Start menu, click Run.
2. Type tscc.msc, then click OK.
3. In Server Settings, set Delete temporary folders on exit to No.
4. Set Use temporary folders per session to No.
6. Verify whether you can run the installation successfully.
If you are not able to run the installer, complete the following steps:
1.
a. From the Windows Start menu, click Run.

b. Type regedit, then click OK.
c. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server.
d. Update PerSessionTempDir to 0 and DeleteTempDirsOnExit to 0.
e. (optional) Restart the computer.
To configure the DEP feature

If you are using the data execution prevention (DEP) feature in Windows, configure DEP for executable programs.
Note
If you do not configure these items before you run the installer, an installer panel appears listing the
steps required to handle these issues.
1. From the Windows Start menu, click Control Panel; then double-click System.
2. Click the Advanced tab.
3. In the Performance area, click Settings.
On the Data Execution Prevention tab, verify if the Turn on DEP for all programs and services except those I
select option is selected.
If the Turn on DEP for essential Windows programs and services only option is selected, no configuration is
required.
Note
If you do not select the Turn on DEP for all programs and services except those I select option,
and then perform the remaining steps in this procedure, the installer might not run correctly.
4. If the Turn on DEP for all programs and services except for those I select option is selected, click Add.
5. Browse to the executable, and then click Open.
The installation program appears in the DEP program area.
6.
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6. Click Apply; then click OK.

Installing on Windows with Oracle

If you are using parenthesis "()" in the BMC Remedy AR System server installation path, for the BMC Remedy AR
System server installation for Windows with Oracle to be successful, make sure that you install Oracle patch
5059261 (patch set Oracle 10.2.0.4.0).


server version 8.1 on UNIX or Linux. On UNIX, the installer uses a graphical user interface. (Alternatively, you can
also use the silent installer.)

You can install the BMC Remedy AR System server as a root or non-root user.
When you install as a non-root user, you must update the system configuration files manually. The installation
script prompts you to do this and instructs you to start a shell where you have root access or full read and write
access.
Installing as a non-root user allows a user to maintain the BMC Remedy AR System software without the
assistance of a system administrator. However, to automatically start the AR System server when your computer
restarts, you must ask your UNIX system administrator to change the system startup scripts accordingly.
1. Make sure that you have access to the following directories and the files under them:
.profile file in your home directory (write access)
/etc/mnttab file (write access, HP-UX 11.23 only)
/etc/arsystem
/usr/tmp directory
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/opt/bmc directory
If you do not have a /opt/bmcdirectory, you must create it to complete the installation.
Note
AIX also requires execute and suid permissions to the /usr/sbin/slibclean file, for the root
and non-root user.
JREHomeDirectory/bin (read and execute permission)

2. Make sure that the non-root user belongs to a group that has database access (For example, the dba
group).
This step is valid for all the database types.
You must do this only for installation.
You must add the user to the group where database is installed and give the user read, write, and
execute permissions to access the database file system.
For Oracle client libraries, you must give access to the Oracle client Home and Oracle server Home
directory.
3. Run the BMC Remedy AR System installation.
Some of the actions you will be prompted to perform (as a non-root user) include:
Creating several directories and setting permissions for those directories. For example, the script
prompts you to create the /etc/arsystem directory with read/write permissions for all users.
Merging the contents of files. For example, merge the
<ARSystemServerInstallDir>/ar-<Database>/rpc file with the /etc/rpc file.
4. On the Linux platform, if you will be starting arserverd as a non-root user, make sure that the "open files"
limit of the shell is set to 16384.
5. When installing other BMC applications as a non-root user, you must log in to the UNIX system under the
same UNIX user ID that was used to install BMC Remedy AR System.

Follow the steps given below to run a remote installation on a UNIX computer:
1. Make sure you have an X Windows client on the local computer.
2. Log in to the remote machine, and set the DISPLAY environment variable to point to the X Windows client
on the local computer.
3. Run the installer.
Note
If you do not have the X Windows client, use the silent installer .
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The installer uses the IATEMPDIR environment variable to assign the location of a temporary directory to use
during installation. If your /tmp or /home/ userName directories do not have enough free space to run the
installation, it will fail.
If you have access to another drive or partition with more free space, set a new temp directory by using one of
the following commands:
export IATEMPDIR=/ <pathName>
setenv IATEMPDIR / <pathName>
In these commands, <pathName> is a writable directory with more free space available than the default
directories.
Note
BMC recommends that you have 1 GB of free space.

If you have sticky bit permissions on the temporary directory, the installer does not create the
/tmp/ARSystemInstalledConfiguration.xml file. Therefore, you must remove sticky bit permissions from the
directory before running the installer.

The installer no longer supports the command-line interface on UNIX as in previous versions. To install on a
headless computer, use a remote X Windows session or the silent installation process.

For HP-UX and Linux systems, configure the operating system to allow long file names to be read and copied.
You might find operating system configuration issues in installing directly from a DVD. In some cases, the DVD
mount might cause long file names from the DVD not to work.

Before installing the AR System server and the BMC Remedy IT Service Management suite on a Red Hat Linux 6.x
server, complete the following steps:
1. Install the following 32-bit RPM packages so that user interface support is available for the installer:
libX11-1.3-2.el6.i686.rpm
libXau-1.0.5-1.el6.i686.rpm
libxcb-1.5-1.el6.i686.rpm
libXext-1.1-3.el6.i686.rpm
libXi-1.3-3.el6.i686.rpm
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libXtst-1.0.99.2-3.el6.i686.rpm
2. Install the compat-libstdc++-33-3.2.3-69.el6.i686.rpm RPM package to ensure the BMC Remedy AR
System services start.
3. Check for libstdc++.so.5 under the /usr/lib folder.
4. Start the rpcbind process with -ioption:
# service rpcbind stop

# rpcbind -i
# service rpcbind status
5. Install the AR System server.

6. Launch the installer with the setup.sh script.
This script, which is located in the Disk1 folder, implements ulimit and other checks to prevent the
installation from failing. For more information, see the "Setting ulimit before installing BMC Remedy ITSM"
section below.
7. Install the following packages if you are installing BMC Service Request Management (which is part of the
BMC Remedy IT Service Management suite):
ncurses-devel-5.7-3.20090208.el6.i686.rpm
ncurses-libs-5.7-3.20090208.el6.i686.rpm

Before running the installer in an IBM AIX environment, set data, data_hard, core, and core_hard to unlimited in
/etc/security/limits file for the user running the installer. This ensures that the installer will not fail due to data
segment size or core file size when the installer runs the arStart.sh from a shell window.
If you are installing the BMC Remedy AR System server for AIX with Oracle, the BMC Remedy AR System server
installation files must reside on a local file system and not on a network file system.

Before you install BMC Remedy ITSM, set the size of physical memory or the number of file descriptors. For
example:
ulimit -n unlimited
ulimit -m unlimited
Launch the installer with the setup.sh script. This script, which is located in the Disk1 folder, implements a ulimit
check to prevent the install from failing.

Before you install the BMC Remedy AR System server, consider increasing the value of kernel parameters that
affect the BMC Remedy AR System server (or any other multi-threaded server process). This increase ensures that
BMC Remedy applications can support the expected volume of transactions and users.
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For example, consider increasing the following process features:

Number of threads available for a process
Available memory For example, the arserverd process often requires between 500 MB and 1 GB of
memory (for BMC Remedy AR System with no additional forms or applications installed).
Number of associated files or process descriptors Descriptors should be at least 2.5 to 3 times the
number of expected concurrent connections or 1024 (whichever is greater). Examples of connections
include user logins (client or browser), the Email Engine, and custom APIs.
Contact your system administrator or operating system vendor for more information about kernel tuning.
Related topics
Installing silently
Accessing the Mid Tier Configuration Tool
Verifying the RPC socket number

All servers include an admin queue, which is the default server setting and cannot be configured. The admin
queue can have only one thread at any time. When you define additional queues, you must assign corresponding
Remote Procedure Call (RPC) program numbers, and you must define the minimum and maximum number of
threads for each queue that you are using.
Identity Request Management uses the RPC socket to communicate with the BMC Remedy AR System server. The
default socket that is used by Identity Request Management is 390685. Before you run the installation wizard, you
must verify that this socket is not in use by either the BMC Remedy AR System server or by any other application
on the computer where the BMC Remedy AR System server is installed. If it is in use, you must reserve another
socket.
To verify the RPC socket

1. Log on to the computer where the BMC Remedy AR System server is installed.
2. Depending on your operating system, open one of the following files in any text editor:
(Microsoft Windows) %BMC_AR_SYSTEM_HOME%\Conf\ar.cfg

(UNIX) $BMC_AR_SYSTEM_HOME/conf/ar.conf
3. Find the Private-RPC-Socket lines in the file. If 390685 appears, it is not available for Identity Request
Management. Reserve an alternative socket that does not appear in the file to be entered during the
installation process.
The valid ranges of socket numbers are as follows:
390621 390634
390636 390669
390680 390694

Before installing the BMC Remedy IT Service Management suite, perform the following tasks.
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Before you begin

To install BMC Atrium Core
Before you begin

Ensure that you have installed and licensed (or have upgraded to) the required version of BMC Remedy AR
System on all servers. Review the most current product compatibility information at
To install the application, make sure you are a member of the Administrator group in the BMC Remedy AR
System User form.
To use email notifications, install the BMC Remedy Email Engine. For information about the email engine,
see Controlling BMC Remedy AR System through email.
To install BMC Atrium Core

The BMC Atrium Core installer prompts you to enter information about the BMC Remedy AR System server. The
following steps will help you prepare your system to install the BMC Atrium Core features on the AR System
server.
1. Review relevant technical bulletins and patches on the BMC Support site before you install BMC Atrium
Core.
2. Review online documentation and white papers.
Review the AR System online documentation.
Review the BMC Atrium Core online documentation.
Check the BMC Support site for white papers, such as Performance Tuning for Business Service
Management, that might contain information to help you optimize your environment for installation.
3. Make sure that the AR System server is correctly licensed.
BMC Atrium Core requires an AR System server with a multi-server license.
4. If you want to install the BMC Remedy ITSM Suite applications, and if you are using a different user, make
sure that BMC Atrium Core user is a member of the Administrator group in the BMC Remedy AR System
User form.
5. Temporarily disable the escalations on the AR System server.
Make sure that BMC Remedy AR System is set to Disable Escalations. The BMC Atrium Core installation
does not complete successfully if BMC Remedy AR System is not set to Disable Escalations.
a. Log on to your AR System server.
b. Open the AR System Administration Console.
c. Choose System > General > Server Information.
d. In the Server Information form, click the Configuration tab.
e. Select the Disable Escalations option.
f. Click OK.
6. Disable temporarily AR System server encryption.
Installation of BMC Atrium Core on an encrypted AR System server is not supported. You can enable
encryption after installation.
a. Log on to the AR System server.
b.
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b. Open the AR System Administration Console.

c. Choose System > General > Server Information.
d. From the Server Information form, click the Encryption tab.
e. In the New Encryption Settings area, choose Disabled in the Security Policy list, and click Apply.
f. Restart the AR System server.
Note
Re-enable escalations and encryption when you finish installing all the BMC applications.
7. Because BMC Remedy AR System can restrict the size of attachments, verify that your setting for
attachments is set to at least 500k during the installation.
You can change this setting to a smaller limit after the installation (the default is zero).
8. Set the Next Request ID Block Size parameter to 100.
BMC recommends setting the Next Request ID Block Size parameter to 100 to improve performance when
creating entries on an AR System server configured for multi-threading. This includes creating instances in
BMC Atrium CMDB, such as during bulk data load from a discovery application or a reconciliation merge or
copy activity.
Warning
If you have custom workflow that depends on consecutive request IDs, a Next Request ID Block
Size greater than 1 causes inconsistent results.
a. Open the AR System Application Console.

b. Select System > General > Server Information.
c. Click the Platform tab.
d. Enter Server Name Alias, and click Apply to retrieve the server information.
e. Click the Configuration tab.
f. In the Next Request ID Block Size field, type 100.
g. Click OK.
9. Set the size limit for the AR System database.
If you do not set size limits correctly, the database size limit might be reached.
To prevent BMC Remedy AR System from reaching the size limit of the database, perform the following
changes:
For Microsoft Windows using SQL Server Open SQL Server Enterprise Manager and select the
Automatically Grow File option for your AR System database.
For UNIX using Oracle Execute the following SQL statement as the system user:
ALTER DATABASE DATAFILE 'OracleHome/DATABASE/ARSYS' AUTOEXTEND ON NEXT 100M
MAXSIZE UNLIMITED;
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Note
You do not need to commit or restart the server after you make the changes.
10. Set the JVM heap size for the Tomcat server.
If you use an existing Tomcat server instance, BMC recommends setting the JVM heap size of Tomcat
servers to a minimum value of 1024 MB and a permanent generation size of 256 MB. Otherwise, you might
see OutOfMemory errors and a failure to publish web services to the BMC Atrium Core Registry.
Setting the JVM heap size for a Windows computer
a. Stop the Tomcat server.
b. Run the tomcat6w application to open the Apache Tomcat Tomcat6 Properties dialog box.
You can find tomcat6w.exe in the C:\Program Files \Apache Software
Foundation\Tomcat6.0\bin folder.
c. Click the Java tab.
d. Set Maximum Memory Pool to 2048 MB or higher.
e. In the Java Options list, set XX:MaxPermSize to 256 MB or higher.
Note
If you do not find XX:MaxPermSize in this list, look for XX:PermSize. Set this
parameter to 256 MB or higher. If you cannot find either of these parameters in the
Java Options list, add either XX:PermSize or XX:MaxPermSize using the following
syntax:
-XX:MaxPermSize=256m or -XXPermSize=256m.
f. Click Apply and then click OK.

g. Start the Tomcat server.
Setting the JVM heap size for a UNIX computer
a. Stop the Tomcat server.
b. Locate the catalina.sh file in the tomcat\bin directory.
c. Export the following parameter in the catalina.sh file:
export CATALINA_OPTS="-Xms1536m -Xmx2048m -XX:PermSize=128m
-XX:MaxPermSize=256m"
d. Start the Tomcat server.
11. On IBM AIX, enable the full installation.
When installing on AIX, set the ncargs system attribute to 32 or higher to ensure that all directories are
installed.
a. Check your current ncargs value by executing this command:
lsattr -E -l sys0 -a ncargs
b.
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b. If ncargs is not set to a value of 32 or higher, set it to 32 (or a higher value) by typing this command:
chdev -l sys0 -a ncargs=32
12. If you are using a Linux or a UNIX computer, and you choose to run setup.bin in place of setup.sh, you
must specify the limit on the number of file descriptors (5000) a process may have by using the ulimit
command. Use the following syntax: ulimit -n 5000.
For non-root user,make sure that the "open files" limit of the shell is set to 16384. For this, you must
modify the /etc/security/limits.conf file.
On AIX computers, specify the limit on the number of file descriptors (unlimited) a process may have by
using the following syntax: ulimit -n unlimited.
13. Disable applications running on port 12333.
To prevent port conflicts with port 12333, disable any applications running on port 12333 before you
install. After the installation is complete, programs can resume using port 12333.
Note
BMC Atrium Core is installed using InstallAnywhere, a multi-platform software deployment
solution. Because InstallAnywhere uses port 12333 for installing BMC Atrium Core, you must free
the port before you begin with the installations.
14. Verify if the bc utility is present on UNIX.

Before you begin to install BMC Atrium Core, make sure that the bc utility is installed in your environment.
When you begin to install BMC Atrium Core, the installer verifies that the bc utility exists in your
environment. You will not be able to continue with the installation if the utility is not present.
15. For improved performance if you are using the BMC Remedy ITSM Suite applications with the BMC Atrium
CMDB, run your BMC Remedy ARSystem server on a private RPC socket with the following values:
Windows:
RE-RPC-Socket 390698 (for the Reconciliation Engine)
Private-RPC-Socket 390698 10 10 (for the BMC Remedy AR System Server)
UNIX:
RE-RPC-Socket 390698 (for the Reconciliation Engine)
Private-RPC-Socket 390698 6 6 (for the AR System server)
Note
You can also use port number 390699, but the port numbers for the BMC Remedy
Reconciliation Engine and the AR System server must match.
16. To allow BMC Service Request Management run on a private server, configure the BMC Remedy AR System
server to run on a private server first. For more information about private servers, see Configuring the AR
Server Settings page.
17.
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17. If you configured the AREA plug-ins after installing BMC Remedy AR System, set the value of the
Authentication-Chaining-Mode parameter in the ar.cfg (ar.conf) file to ARS - AREA if the current value is
AREA - ARS.
Note
Restart the server before installing or upgrading the BMC Remedy ITSM Suite.
After the upgrade is complete, restore Authentication-Chaining-Mode to its original setting.
18. If you have changed the AR tcp port, update the port number details in the ar.cfg and the
ARSystemInstalledConfiguration.xml.
Compressing the adapter components for Identity Request Management

The AZ Compression utility is used for packaging the adapter components that Identity Request Management will
use. This utility restricts and validates the folder structure that must be maintained to proceed with the
compression.
Before running the AZ Compression utility, ensure that the following folder structure is observed:
The name of the folder specified as the source for the compression task includes the adapterType value.
Within this folder, a subfolder exists and its name includes the adapter's version number.
The lib and config folders exists within the version folder. The lib folder contains only the JAR files. The
vendor-specific components for the particular adapter are inside the JAR files.
The config folder includes the AdapterCommonConfiguration.xml and AdapterParameters.xml files.
The templates for this are available in
<mediaDevice>\IRM\Development\Kit\Adapter_Compression\Templates.
The AdapterCommonConfiguration.xml file is configured according to the schema provided. It has the
following required parameters:
adapterType The name of the adapter by which it will be referred. For example, for CONTROL-SA,
the adapterType could be ctsa.
version The adapter version number
className The fully qualified class name of the adapter that will be the entry point for Identity
Request Management to use the Identity Management services through the adapter
Note
The AZ Compression utility validates the existence of the values for adapterType, version,
and className in the AdapterCommonConfiguration.xml file.
The AdapterCommonConfiguration.xsd file (which is shipped with Identity Request Management)

validates the AdapterCommonConfiguration.xml file.
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The AdapterParameters.xml file contains the adapter-specific parameters to connect to a specific

identity management backend application.
To run the AZ Compression utility

(Windows) Run the following batch file:
<mediaDevice>\IRM_Development_Kit\Adapter_Compression\AZCompression.bat <sourceFolder> <version>

<destinationLocation>
(UNIX) Run the following script:

<mediaDevice>/IRM_Development_Kit/Adapter_Compression/AZCompression.sh <sourceFolder> <version>
<destinationLocation>
The parameters for the batch file and script are as follows:
<sourceFolder> Adapter location from where the files need to be compressed
<version> Adapter version number
<destinationLocation> Location where the compressed file is placed. A file with the name
<adapterType_Version>.AZ file is created.

To view Crystal Reports using a browser, you must install SAP Crystal Reports software (purchased separately) on
the Web tier.
Review the most current product compatibility information at http://www.bmc.com/support for more
information about supported versions of Crystal Reports.
Note
BMC Software also installing additional Web-only reports that do not require a Crystal Reports license.
Starting with version 8.1.00, the Crystal Reports are now installed by default; the install option is
removed from the installation program. For more information, see Showing or hiding Crystal Reports.
The Crystal Reports Web Components server runs only on Windows. However, if you use the UNIX Web
Connector component that comes with Crystal Enterprise, you can connect the UNIX BMC Remedy Mid Tier with
Crystal Enterprise running on Windows. For more information, see Using Crystal reports with BMC Remedy AR
System.
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Related topics
Working with reports
Configuring web services for integration

To use web services for integrations among the product and third-party applications, complete the following
steps.
To configure web services for integration

1. Install Java SE 1.6 (or later) before installing or upgrading the application.
Operating system
Vendor
Minimum required version
Microsoft Windows, Solaris, Linux (Red Hat and SUSE)
Oracle
JRE 1.6.0_17
HP-UX
HP
JRE 1.6 build 1.6.0.06
AIX
IBM
JRE 1.6 SR7
For information about the required version of Java SE, review the most current product compatibility
information at http://www.bmc.com/support.
Note
Oracle refers to Java 1.6 as "6.0". See Java SE Naming and Versions for more details.
2. Choose the web service option during the installation of BMC Remedy AR System.
If you install Java after installing BMC Remedy AR System, or do not select the web service option during
installation of BMC Remedy AR System, reinstall BMC Remedy AR System.
Note
The first time that you use the web service after installation, you must access the Web Service
Settings page in the Mid Tier Configuration Tool for this AR System server and enter Demo or
another user name in the Anonymous User Name field. Otherwise, the following error message
appears: "Error 149: A user name must be supplied...." For more information, see
Accessing the Mid Tier Configuration Tool.

This section discusses activation and deactivation of BMC Remedy Encryption Security on the BMC Remedy AR
System server.
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If you have activated BMC Remedy Encryption Security, you must deactivate it before you install the application.
Installing the application on an encrypted BMC Remedy AR System server is not supported.
Deactivating BMC Encryption Security
Reactivating BMC Encryption Security
Deactivating BMC Encryption Security

To deactivate BMC Encryption Security before installing the application, perform the following steps.
To deactivate BMC Remedy Encryption Security

1. Log on to your BMC Remedy AR System server.
2. On the AR System Administration Console, select System > General > Server Information.
3. From the Server Information form, click the Encryption tab.
4. In the New Encryption Settings area, select Disabled in the Security Policy list, and click Apply.
5. Restart the BMC Remedy AR System server.
6. Run the application installer.
Reactivating BMC Encryption Security

To reactivate BMC Encryption Security after installing BMC Service Request Management, perform the following
steps.
To reactivate BMC Remedy Encryption Security after installing the application

1. Log on to the BMC Remedy AR System server.
2. On the AR System Administration Console, select System > General > Server Information.
3. From the Server Information form, click the Encryption tab.
4. In the New Encryption Settings area, select Optional or Required in the Security Policy list, and click Apply.
5. Copy the arencrypt7603_build001.dll file into the bin folder.
The default location is as follows:
(Microsoft Windows) C:\Program Files\BMC

Software\BMCServiceRequestManagement\Shared_Components\bin
(UNIX) /opt/bmc/bmcservicerequestmanagement/Shared_Components/bin
Importing sample data when installing

Before starting to install or upgrade BMC Service Request Management, set the BMC.Asset data set accessibility
to "writable". This is required if you want to import the sample data during installation. If you do not do this, an
error is generated when the BMC Service Request Management installer attempts to import the sample data.
If you change the data set before installing or upgrading, you do not need to import the data manually. If the data
set is not changed before installing or upgrading, you see error messages in the logs stating that the sample data
was not imported. Then you must update the data set manually and import the ARX files.
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The following ARX files are imported into BMC Atrium CMDB forms:
Sample_BaseRelationship.arx Copies records into the BMC.CORE:BMC_BaseRelationship form
Sample_BMC_Component.arx Copies records into the BMC.CORE:BMC_Component form
Sample_BMC_ServiceOffering.arx Copies records into the BMC.CORE:BMC_ServiceOffering form
Sample_BusinessServices.arx Copies records into the AST:BusinessService form. (While this is not part of
the BMC.ASSET data set, it might result in data being pushed into the data set.)
Sample_RequestableOffering.arx Copies records into the BMC.CORE:BMC_RequestableOffering form
Installing Adobe Flash Player

You must install Adobe Flash Player on every client computer that accesses the application. Otherwise, errors can
occur when viewing data visualization fields.
You can download Adobe Flash Player from the Adobe website.
7.2 Performing the installation

This section describes the process of installing BMC Service Request Management.
Installing on HP-UX after mounting the installation DVD
Running an installation health check
Installing help
Note
To install BMC Service Request Management in a server group. see Installing BMC Remedy IT Service
Management in a server group.
7.2.1 Installing on HP-UX after mounting the installation DVD

When you install applications directly from a DVD, HP-UX and Linux operating systems might have configuration
issues. In some cases, the DVD mount might cause long file names from the DVD not to work. To work around
this issue, configure the operating system to allow long file names to be read and copied.
Note
If you attempt to install BMC Service Request Management on HP-UX after mounting the installation
DVD by using the mount command, you receive an error message and the installation fails.
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To mount the installation DVD on HP-UX by using the Portable File System (PFS)
1. Enter the following commands to start the PFS daemons:
/usr/sbin/pfs_mountd & /usr/sbin/pfsd &
2. Enter the following commands to create a folder and mount the DVD:
mkdir /dvdrom pfs_mount /dev/dsk/cXtXdX /dvdrom

7.2.2 Installing BMC Service Request Management

The BMC Service Request Management installer enables you to deploy BMC Service Request Management
features in your IT environment.
Running the installer multiple times

When you start the installer, you can choose one or more features to install at one time. Because certain
applications depend on a specific set of features, you might need to run the installer multiple times to install all of
the applications in the BMC Service Request Management solution. For example, you can re-run the installer
multiple times to install additional language packs.
Before you begin

Apply the SRM (BMC:SR Mgmt Application) and Financial Management (BMC:Financial Mgmt Application) licenses
to the AR System server before you start installation.
To install BMC Service Request Management

Recommendations
To reduce installation time significantly, do not install the products over the wide area network
(WAN).
To avoid configuration problems, accept the default values displayed in the installer unless you
have a valid reason to modify them.
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1. Download the BMC Service Request Management installer from EPD, or navigate to the installation
directory on the DVD.
The default location is C:\<downloadDirectory>\BMCServiceRequestManagement8.1.00.windows\Disk1.
4. Start the installer.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.

When installing the application on UNIX, BMC recommends performing the installation as a root
user. However, you can perform the installation as a non-root user. If you choose to install the
application as a non-root user, you must log in to the UNIX system under the same UNIX user ID that
was used to install BMC Remedy AR System.
In the lower right corner of the Welcome panel, click Next.
Review the license agreement, click I agree to the terms of license agreement, and then click Next.
In the BMC Remedy AR System User Inputs panel, perform the following actions:
a. Verify that the administrator name and password are correct.
Modify them as needed.
b. Review the default installation directory.
Navigate to the directory in which you want to install BMC Remedy ITSM Suite. The default locations
are C:\Program Files\BMC Software\BMCServiceRequestManagement (Windows) and
/opt/bmc/BMCServiceRequestManagement (UNIX or Linux).
c. Click Next.
In the Sample Data panel, click Next to install the sample data.
Otherwise, click No and then click Next.
Click Next.
The installer validates the system resources of your computer.
On the Integration Applications panel, select any application that is installed on a remote computer on
which you are not installing BMC Service Request Management.
Change Management
Incident Management
Click Next.
The installer validates your inputs, and then the Installation Preview panel appears, listing the product and
product features that will be installed. You are nearly finished with the BMC Service Request Management
installation.
Click Install.
After post-installation cleanup, a summary of the installation appears.
Click View Log to review the SEVERE error messages or warnings in the product installer log.
See whether errors are due to network, host, or other environment-related issues. You can view a log file
of the installation:
C:\Users\<installUser>\AppData\Local\Temp\bmcsrm_install_log.txt
Click Done to exit the BMC Service Request Management installer.
16.
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16. After completing the BMC Service Request Management installation or upgrade, restart the BMC Remedy
AR System server and flush the Mid Tier cache.

Running an installation health check
7.2.3 Running an installation health check

You can use the Health Check utility, which is part of the BMC Service Request Management Maintenance tool, to
run a post-installation health check on your files.
The health check uses a bill of materials (BOM) file from each BMC Service Request Management application to
verify that the application forms and workflows that you chose to install were installed properly. The health check
reports on any parts of the product that are broken.
In addition, you can run the BMC Remedy AR System Server Maintenance tool which performs the BMC Remedy
AR System related health check. For information about running the BMC Remedy AR System health check, see
Post-installation checks, in the BMC Remedy AR System documentation.
To run the BMC Service Request Management health check, first open the BMC Service Request Management
Maintenance tool then run the health check as described in the following topics:
Opening the BMC Service Request Management Maintenance tool
Running the Health Check

You can run the Maintenance Tool in a graphical user interface or from the command line.
To run the Maintenance Tool in a graphical user interface

(Windows) Go to the <installationDirectory>\BMCServiceRequestManagement\Utilities folder, and run the
BMCServiceRequestManagementMaintenanceTool.cmd file.
(UNIX) Go to the <installationDirectory>/BMCServiceRequestManagement\Utilities directory and run the
./BMCServiceRequestManagementMaintenanceTool.sh file.
(Product installation DVD) Run the tool from the utility directory.
To run the Maintenance Tool from the command line

(Windows) From the <installationDirectory>\BMCServiceRequestManagement\Utilities folder, run
BMCServiceRequestManagementMaintenanceTool.cmd with the -silent option.
(UNIX) From the <installationDirectory>/BMCServiceRequestManagement\Utilities directory, run
./BMCServiceRequestManagementMaintenanceTool.sh with the -silent option.
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To learn about command-line options

To learn about available command-line options, use the -help or -? option when you run the command.
Examples:
ARSystemMaintenanceTool.cmd -help
./ARSystemMaintenanceTool.sh -?
Running the Health Check

1. In the BMC Service Request Management Maintenance tool, click the Health Check tab.
2. Click Next on the Introduction screen.
3. Enter the BMC Remedy AR System server administrator name, password, TCP port number, and name alias;
and click Next.
The progress screen displays the verification process of the post-installation checks. After the verification is
complete, the Health Check Summary screen appears. This screen lists the check passed or check failed
messages, based on the verification.
Note
If a check fails, you can make the required changes for that component, then click the Previous
button to run the checks again.
4. (Optional) Click the View Log button on the Health Check Summary screen to view the logs available in the
arsystem_configuration_logs.txt file.
5. Click Close to exit.
7.2.4 Installing help

This section discusses installing help. The following topics are included:
Installing online help on Windows
Installing online help on UNIX
Installing online help on Windows

Use this procedure to install online help on Microsoft Windows.
Before you begin

If you have downloaded the application and to ensure that all of the help files are extracted correctly, you must
use WinZip or another similar utility to extract them and not the default .zip file utility that comes with Microsoft
Windows.
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To install online help on Windows

1. Run the setup.exe online help installation executable file.
The executable file is located in the Help directory, which you access from one of the following locations:
If your files are on a DVD, Help is under the root directory.
If you downloaded the application, you access Help from the top level of the working directory that
holds the files you extracted after downloading them.
2. Use the planning spreadsheet to enter the necessary information.
Installing online help on UNIX

1. Run the application installation script according to one of the following methods.
If you are installing from the DVD:
a. Mount the DVD that contains the product.You can do this either locally or remotely.
b. Run helpinstall.sh from the Help directory, which is located under the root directory.
If you are installing files that you downloaded:
a. Change to the working directory containing the application files that you downloaded and
then uncompressed.
b. Change directory to Help.
c. Run helpinstall.sh.
2. At the license agreement prompt, review the user license and maintenance agreement.
3. When prompted to accept the Licensing and Maintenance agreement, press Enter. In a typical installation,
where the product is installed on another system, a message appears indicating that no local BMC Remedy
AR System server was detected.
4. When prompted for the BMC Remedy AR System server name, type the name of the BMC Remedy AR
System server on which the product is installed.
5. At the TCP/IP port prompt, press Enter to use the portmapper, or type the port number.
6. At the confirmation prompt, press Enter.
7. When prompted for the BMC Remedy AR System administrator ID, press Enter to accept the default value
or, type another BMC Remedy AR System Administrator ID.
8. When prompted for the BMC Remedy AR System administrator password, type the BMC Remedy AR
System administrator password corresponding to the ID you typed.
9. When prompted to select the language for help, type the number for the language. If needed, separate the
numbers for multiple languages with commas.
10. Choose one of these options for installing the web server.
Type the letter corresponding to one of the listed web server types.
Type O to install online help on a different web server. If you select this option, you must configure
your web server and specify a URL pointing to Help. This is the location that you indicate in step 14.
Type n to install online help in the directory you specify, but without making it available on a web
server. Skip to step 14.
11. When prompted for the web server configuration file, type the path to the web server's configuration file.
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Note
Make sure you enter the correct web server port number.
12. Press Enter to accept the default HTTP port number, or type another port number.
13. At the confirmation prompt for web server information, press Enter to accept the default value, or type n to
make changes.
14. When prompted for the Help installation directory, press Enter to accept the default directory, or type a
different directory.
The installer checks to make sure the target directory contains sufficient free disk space required to install
help.
15. If you are installing online help on a web server, a prompt appears asking for the online help URL.
16. When prompted to confirm the installation information, press Enter.
The installer begins copying the files, and an installation message appears when the installation is
complete.
7.3 Installing and upgrading on a mixed-version stack

When installing or upgrading to BMC Service Request Management 8.1.00, it is recommended that you install on
an 8.1.00 version stack. An 8.1.00 version stack consists of products that are all version 8.1.00. A mixed-version
stack consists of some products that are version 8.1.00 and some products that are from a previous version.
This topic describes the versions supported and functionality that is not available in a mixed-version stack.
Supported mixed-version stack
Version 8.1.00 features not supported in a mixed-version stack
7.3.1 Supported mixed-version stack

BMC supports one combination of the following versions together:
Products
Version
8.1.00
BMC Knowledge Management
8.1.00
BMC Service Level Management
7.6.04 SP2 and later
Core BMC Remedy IT Service Management (ITSM) applications:
7.6.04 SP2 and later
BMC Asset Management

BMC Change Management
BMC Remedy Service Desk
BMC Remedy ITSM Foundation
BMC Atrium Core
8.1.00
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Products
Version
BMC Remedy AR System
8.1.00
7.3.2 Version 8.1.00 features not supported in a mixed-version stack

The following BMC Service Request Management 8.1.00 features depend on a minimum version of BMC Remedy
ITSM and, therefore, might not be supported in a mixed-version stack:
Version 8.1.00 feature
BMC Remedy ITSM version required
Importing BMC Service Request Management data from the Data Management Job Console
8.0.00 and later
Product ordering
8.0.00 and later
Accessing the Request Details window from Global Search results
8.0.00 and later
Chat from BMC Work Order Management
8.0.00 and later
BMC Atrium Service Context in work orders
8.0.00 and later
Hub and Spoke in work orders
8.0.00 and later
Work Info transfer from service requests to fulfillment application records
8.0.00 and later
8.1.00
Email-based approvals functionality in BMC Service Request Management
8.1.00
After New Save option in Application Preferences (Work Order Management tab)
8.1.00
Note
When installing a mixed-version stack, you can ignore error messages related to a feature that is
supported only on an 8.1.00 stack. The following error message, which refers to the SRM import
functionality from the Data Management Job Console, is one such example:
ERROR - Unable to retrieve destination form DMT:SavedJobTemplates from server
[server name]. The import was not attempted : Form does not exist on server.
7.4 Installing silently

You can run the installer in silent mode, such as in a headless environment on UNIX, or on multiple systems at the
same time.
The following sections describes how to create a silent.txt file that contains the installation options and then how
to run the installer in silent mode:
Creating a silent txt file
Example silent installation file
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Running the installer in silent mode

Options for the silent .txt file
Encrypting passwords
7.4.1 Creating a silent txt file

Before running the installer in silent mode, you must create a silent.txt file that contains the installation options.
Note
A sample input template file named SRM-ini-template.txt is packaged in the installation disk in the
BMCServiceRequestManagement\windows\Disk1\utility folder for further reference.
To create a silent.txt file

1. Create the silent.txt file using the following options:
Option
Description
Example
-P
Sets the installation folder for an application
-P installLocation=<filePath>
Windows:
-P installLocation=C:\Program Files\BMC Software\ARSystem
UNIX:
-P installLocation=/opt/bmc/ARSystem
-J
Specifies Java properties that correspond to user inputs
-J HOST_NAME=foo.bar.com
-J LOGIN=admin
-J PASSWORD=admin
2. Ensure that there are no Ctrl+M characters in the silent.txt file on UNIX.
3. Be sure to include the appropriate -P and -J switch with each option.
7.4.2 Example silent installation file

Following is an example of a silent.txt file (based on the SRM-ini-template.txt file):
################################################################################
# Options File
#
# Product Name: Remedy Service Request Management
# Product Version: 8.1.00
#
# To invoke the installer in silent mode with an options file:
#
setup -i silent -DOPTIONS_FILE=Options.txt
################################################################################
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################################################################################
# Available Features
#
# These are the features that correspond to the feature selection tree.
# To have the same behavior as checking a given feature in the visual
# selection tree, add a line to the options file
#
-A featureName
# for each feature where "featureName" is the name of the feature to select.
#
# --productBMCRemedySRM
#
################################################################################
################################################################################
# Product Install Location
#
# The install location of the product. Specify a valid directory into which the
# product should be installed.
#
# Default value if not set:
#
- %ProgramFiles%\BMC Software\BMCServiceRequestManagement (Windows)
#
- /opt/bmc/BMCServiceRequestManagement (UNIX)
################################################################################
#-P installLocation=<Installation Directory>
#The AR System server name where you want to install the SRM program
#-J BMC_AR_SERVER_NAME=<AR Server Name>
#The port number your BMC Remedy Administrator assigned clients to connect to the AR System server. The
default port number is 0 (zero).
#-J BMC_AR_PORT=<AR System TCP Port>
#The default user name is Demo.

#-J BMC_AR_USER=<AR System Admin User>
#The default password is blank.

#-J BMC_AR_PASSWORD=<AR System User Password>
#English is the only datalanguage supported.

#-J BMC_USER_SELECTED_DATA_LANGUAGE=<always "en">
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#Type the name of one or more languages separated by a comma. English must always be specified.
#-J BMC_USER_SELECTED_VIEW_LANGUAGES=<View Languages>
#The default value is United States Dollar. Any one of the following values can be used:
#USD/2
#CAD/2
#EUR/2
#JPY/0
#GBP/2
#-J BMC_USER_SELECTED_CURRENCY=<Default Currency>
#The default value is false. Values are true and false. Value 'true' enables Object Modification Logging.
#-J BMC_SET_OBJECT_LOGGING=<true|false>
#BMC provides additional reports for customers utilizing SAP Business Objects or Crystal Reports
services in their environments. Customers utilizing BMC Analytics for BSM Premium Edition will be able
to access these additional reports.Loading these reports will make both the standard BMC Remedy ITSM and
Crystal Reports based reports available within BMC applications. If these additional reports are not
loaded, standard BMC Remedy ITSM reports can still be accessed without SAP Business Objects, Crystal
Reports or BMC Analytics servers needed in the environment. If you would you like to load these
additional reports, specify 'true'.
#-J BMC_ENABLE_CRYSTAL_REPORTS<true|false>
#Sample Data - Value can be either true or false. Value 'true' installs sample data.
#-J BMC_LOAD_SAMPLE_DATA=<true|false>
#To provide multi-tenancy workflow customization information in case of upgrade only.
#If value is set to true then multi-tenancy workflow customization is done so multi-tenancy records will
not be processed.
#If value is set to false then multi-tenancy workflow customization is not done so multi-tenancy records
will be processed.
#The default value is 'true'
#-J MULTI_TENANCY_WORKFLOW_CUSTOMIZED=<Yes|No>
#This property is required only in case one is re-running the installer
#and for the first run, one has tried to upgrade application(s) and answered that one has customization
in their data.
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#ONE SHOULD TAKE CARE BOTH THE "MULTI_TENANCY_WORKFLOW_CUSTOMIZED" and "ARE_CUSTOMIZATIONS_RECONCILED"

PROPERTIES ARE EXCLUSIVE WHICH MEANS ONLY
#ONE OF THEM MUST BE PROVIDED BUT NOT BOTH ON THE BASIS OF THE SCENARIO
#-J ARE_CUSTOMIZATIONS_RECONCILED=<Yes|No>
#This is required in case of upgrade or re-run of the installer after the upgrade in the first run.
#This tells that should installer apply the multi-tenancy fixes or not in case multi-tenant records are
found more than 20 million
#as it will take significant amount of time to apply those fixes.
#-J THRESHOLD_REACHED_EXECUTION_DECISION=<true|false>
-P installLocation=C:\Program Files\BMC Software\BMCServiceRequestManagement

-J BMC_AR_SERVER_NAME=abc01
-J BMC_AR_PORT=0
-J BMC_AR_USER=Demo
-J BMC_AR_PASSWORD=
#Selections for the applictaion(Change or Incident) on remote machine.Values are true and false.
-J BMC_REMOTE_CM_INTEGRATION="true"
-J BMC_REMOTE_CM_INTEGRATION="false"
#The Remote credentials
-J BMC_REMOTE_AR_SERVER_NAME=abc02remote.labs.mycompany.com
-J BMC_REMOTE_AR_PORT=0
-J BMC_REMOTE_AR_USER=Demo
-J BMC_REMOTE_AR_PASSWORD=
-J BMC_USER_SELECTED_DATA_LANGUAGE=en
-J BMC_USER_SELECTED_VIEW_LANGUAGES=en
-J BMC_USER_SELECTED_CURRENCY=USD
7.4.3 Running the installer in silent mode

Run the installer with the -i silent option:
On Microsoft Windows, type:
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setup.exe -i silent -DOPTIONS_FILE=c:\path\to\silent.txt
On UNIX, type:
./setup.bin -i silent -DOPTIONS_FILE=/path/to/silent.txt
7.4.4 Options for the silent .txt file

In the silent.txt file, add or modify the options for the installation that you want to run.
The following table lists the parameters for the silent.txt file.
Parameters for the silent.txt file
Option
Description
Installation location
-P installLocation=
The installation path for the application and components on the BMC Remedy AR System
server.
Features
AR System server Administrator Logon
Information
-J BMC_AR_SERVER_NAME=
The fully qualified domain name of the BMC Remedy AR System server where you want to
install the application.
-J BMC_AR_PORT=
The port number your BMC Remedy Administrator assigned clients to connect to the BMC
Remedy AR System server. The default port number is 0.
-J BMC_AR_USER=
The default user name is Demo.
-J BMC_AR_PASSWORD=
The default password is blank. Passwords can be in clear text or encrypted. BMC recommends
that you encrypt your passwords. See Encrypting passwords.
Localization
-J BMC_USER_SELECTED_DATA_LANGUAGE=
English is the only language supported in silent mode.
-J BMC_USER_SELECTED_VIEW_LANGUAGES=
Type the two-letter value of one or more languages separated by a semicolon (;). The values
are:
en (English)
fr (French)
de (German)
it (Italian)
ja (Japanese)
ko (Korean)
pt_BR (Brazilian Portuguese)
ru (Russian)
zh_CN (Simplified Chinese)
es (Spanish)
You can type the values in any order.
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Option
Description
Note: Because en (English) is the default language, you do not need to specify this
language.
-J BMC_USER_SELECTED_CURRENCY=
The values are:

BRL (Brazilian Real)
CAD (Canadian Dollar)
CNY (Chinese Yuan Renminbi)
EUR (Euro)GBP (UK Pound Sterling)
JPY (Japanese Yen)
KPW (North Korean Won)
KRW (South Korean Won)
USD (United States Dollar)
Note: The default value is USD.
Sample Data
-J BMC_LOAD_SAMPLE_DATA=
Values are true and false. True installs sample data.
Install additional reports

-J BMC_ENABLE_CRYSTAL_REPORTS=
Values are true and false. True installs additional Crystal Reports.
Multi-tenancy
-J
MULTI_TENANCY_WORKFLOW_CUSTOMIZED=
Values are true and false. True does not process multi-tenancy records (because there is
multi-tenancy workflow customization. No processes multi-tenancy records (because no there
is no multi-tenancy workflow customization).
-J ARE_CUSTOMIZATIONS_RECONCILED=
Values are yes and no. Required only if re-running the installer and for first run, you tried to
upgrade applications and selected -J MULTI_TENANCY_WORKFLOW_CUSTOMIZED=true. Do
not run -J ARE_CUSTOMIZATIONS_RECONCILED= and -J
MULTI_TENANCY_WORKFLOW_CUSTOMIZED= during the same run.
-J
THRESHOLD_REACHED_EXECUTION_DECISION=
Values are true and false. Required for upgrade or re-run of installer after upgrade in first run.
True applies the multi-tenancy fixes. No does not apply the fixes if there are more than 20
million records.
Remote installation
-J BMC_SET_OBJECT__LOGGING=
Values are true and false. The default value is false. True enables Object Modification Logging,
but specifying true lengthens installation time.
-J BMC_REMOTE_CM_INTEGRATION=
Values are true and false. True enables integration of BMC Service Request Management with
BMC Change Management that is installed on a remote computer where BMC Service Request
Management is not installed.
-J BMC_REMOTE_IM_INTEGRATION=
Values are true and false. True enables integration of BMC Service Request Management with
BMC Incident Management that is installed on a remote computer where BMC Service Request
Management is not installed.
-J BMC_REMOTE_AR_SERVER_NAME=
The remote BMC Remedy AR System server name on which BMC Change Management or BMC
Incident Management is installed.
-J BMC_REMOTE_AR_PORT=
Type the port number your administrator assigned clients to connect to the remote BMC
Remedy AR System server. The default port number is 0.
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Option
Description
-J BMC_REMOTE_AR_USER=
Administrator name for the remote BMC Remedy AR System server on which BMC Change
Management or BMC Incident Management is installed. The default user name is Demo.
-J BMC_REMOTE_AR_PASSWORD=
Password for the remote BMC Remedy AR System server on which BMC Change Management
or BMC Incident Management is installed. The default password for Demo is blank.
-J BMC_USER_SELECTED_DATA_LANGUAGE=
English is the only language supported in silent mode.
-J BMC_USER_SELECTED_VIEW_LANGUAGES=
Type the two-letter value of one or more languages separated by a semicolon (;). The values
are:
en (English)
fr (French)
de (German)
it (Italian)
ja (Japanese)
ko (Korean)
pt_BR (Brazilian Portuguese)
ru (Russian)
zh_CN (Simplified Chinese)
es (Spanish)
You can type the values in any order.
Note: Because en (English) is the default language, you do not need to specify this
language.
-J BMC_USER_SELECTED_CURRENCY=
The values are:

BRL (Brazilian Real)
CAD (Canadian Dollar)
CNY (Chinese Yuan Renminbi)
EUR (Euro)
GBP (UK Pound Sterling)
JPY (Japanese Yen)
KPW (North Korean Won)
KRW (South Korean Won)
USD (United States Dollar)
Note: The default value is USD.
7.4.5 Encrypting passwords

This procedure describes how to generate an encrypted password using the BMC Service Management
Maintenance tool. You typically use an encrypted password when running a silent installation.
To encrypt a password, you must run the BMC Service Request Management Maintenance tool, then run the
Encryption utility as described in the following sections:
Running the BMC Service Request Management Maintenance tool
To encrypt a password for a silent installation
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Running the BMC Service Request Management Maintenance tool




Examples:
This procedure describes how to generate an encrypted password using the Maintenance Tool. You might use
this encrypted password when running a silent installation.
To encrypt a password for a silent installation

1. Open the Maintenance Tool.
2. Click the Encrypt tab.
3. Enter your password in the Password field and in the Confirm Password field.
4. Click Encrypt.
5. Copy and paste the encrypted password into the silent.txt file for your silent installer.
For example, if you want to encrypt the BMC Remedy AR System password and the output is
DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9, enter the following string:
# -J BMC_AR_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
# -J BMC_AR_CONFIRM_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
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For more information, see Installing silently.
7.5 After installing the application on a stack other than 8.1.00

If you install BMC Service Request Management 8.1.00 on a stack where the foundation is not at 8.1.00, following
which the foundation is upgraded to 8.1.00, you must perform the following steps:
1. Open the SHR:SchemaNames form.
2. Search for records for the Schema Names: LIKE "SRD:STAGE%"
3. Select all of the records that are returned and modify them all, by setting the field Form Type = "Staging
Form". (This field is in the Form Lookup tab).
4. Save the records.
Note
This topic applies when the foundation and BMC Remedy ITSM are upgraded or installed after BMC
Service Request Management 8.1.00 is installed. In mixed mode, with BMC Remedy AR System, BMC
Atrium Core, and BMC Service Request Management at 8.1.00 and the BMC Remedy IT Service
Management (foundation) is at 7.6.04 SP2. The field, Form Type = "Staging Form", is added only after
BMC Remedy ITSM 8.1.00 is installed or upgraded.
7.6 Uninstalling the BMC Service Request Management file

system
The following procedures describe how to uninstall the file system for BMC Service Request Management.
Note
BMC does not support uninstalling the BMC Service Request Management database (this is the AR
system database). Your BMC Service Request Management data (including BMC Remedy AR System
integrations) and structures remain intact.
7.6.1 To uninstall the BMC Service Request Management file system on

Windows
1. Open the Windows Control Panel, and select Add or Remove Programs.
2. Select BMC Service Request Management.
3.
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3. Click Remove.
7.6.2 To uninstall the BMC Service Request Management file system on

UNIX
1. Access the BMC Service Request Management installation folder.
2. Change to the UninstallBMCServiceRequestManagement folder.
3. Run uninstaller.bin.
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8 Configuring after installation

This section discusses configuring BMC Service Request Management application after installation.
Configuring the default web path
Setting application preferences and options
Configuring BMC Atrium Service Context for BMC Service Request Management
Configuring the Notification Engine
Configuring email-based approvals
Configuring the Request ID link in Approval Central
Enabling localization
Configuring Submitter mode
Configuring BMC Remedy AR System server for private server queue
Updating hard-coded server host name references
Changing the database schema sort order
Synchronizing people data
Exporting forms
Configuring the URL used with the mid tier
Changing the time zone
Creating user preference records
Setting up JBoss to work with BMC Service Request Management
Hiding or displaying the Task and Categorization tab on the Work Order form
Creating Windows shortcuts to a console or home page
Setting the tenancy mode
Using the mid tier prefetch utility
Integrating BMC Remedy Identity Request Management
8.1 Configuring the default web path

To ensure that users can access the application from a browser, complete the following steps.
8.1.1 To configure the default web path

1. From the IT Home page, open the AR System Administration Console.
2. Click System > General > Server Information> Advanced tab.
3. Enter the path to the mid tier in the Default Web Path field, per this format:
http:// :/arsys/
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8.2 Setting application preferences and options

You can view and edit preferences and options for BMC Service Request Management consoles. For example, you
can determine:
Default console view
Search defaults
What happens after you save a request
Note
For the changes to take effect, close and re-open the console. The preferences you set are applicable
until they are modified.
The following topics provide instructions for setting preferences and options in each console:
Setting Service Catalog Manager Console preferences
Setting Business Manager Console preferences
Setting Service Request Coordinator Console preferences
Setting Work Order Console preferences
Setting Request Entry console preferences:
Defining default Request Entry console preferences
Configuring request entry preferences
Setting user preferences for the Request Entry console
8.2.1 Setting Service Catalog Manager Console preferences

When the Service Catalog Manager Console opens, you can determine:
Default console settings
Service request and process defaults, along with console settings, in the Service Catalog Management
Console
To set the Service Catalog Manager Console preferences

1. In the Service Catalog Manager Console, choose Functions > Preferences.
2. In the Application Preferences dialog box, click the Service Catalog Management tab.
3. Modify the default search criteria for the Request Definition View and Process View as needed.
For example, you might want to show SRDs with a certain status, such as Draft, by default in the Request
Definition View.
4. Specify the console settings:
a.
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4.
a. In the Startup Screen field, select if the Request Definition View (default) or the Process View appears
as the Console Focus.
b. In the Coming Up Window field, select the number of days to view SRDs that will become visible to
users (the default is 5).
c. In the Coming Down Window field, select the number of days to view SRDs that will no longer be
visible to users (the default is 5).
5. Click Save.
You must close and re-open the Service Catalog Manager Console to view the changes.
8.2.2 Setting Business Manager Console preferences

You can view and edit the default appearance of the Business Manager Console. You can also specify search
criteria defaults to use when the Business Manager Console opens.
To set Business Manager Console preferences

1. From the Business Manager Console, choose Functions > Preferences.
2. From the Application Preferences form, click the Business Manager tab.
3. Modify the default search criteria for the Business Manager Console.
For example, you might want the default settings for a particular company and region to appear (for
example, the Northeast region of Calbro Services).
4. (Optional) If you want the values entered into the Search Criteria fields applied to the flashboard, select Yes
for the Apply search criteria? option.
Note
By default, this option is set to No . The values you enter can cause the chart to show no data in
the flashboard. For example, if you query the requests that are closed, but the chart shows open
requests, the search returns no rows.
5. Click Save.
You must close and open the Business Manager Console for the changes to appear.
8.2.3 Setting Service Request Coordinator Console preferences

You can specify the default search criteria settings that are used when the Service Request Coordinator Console
opens.
To set Service Request Coordinator Console preferences

1. From the Service Request Coordinator Console, select Functions > Preferences.
2.
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2. In the Application Preferences dialog box, click the Service Request Coordinator tab.
3. On the Service Request Management User Preferences form, modify the default search criteria as needed.
For example, you might want a specific last name to appear by default in the Request Definition View.
4. Click Save.
You must close and re-open the Service Request Coordinator Console for the changes to appear.
8.2.4 Setting Work Order Console preferences

You can view and edit the default appearance of the Work Order Console that users see. For example, when the
Work Order Console opens, you can determine the default search criteria settings.
When you define your preferences (for example, to view all open work orders), this base set of preferences is
inherited in the Overview Console.
To set application preferences

1. In the Work Order Console, click Functions > Application Preferences.
2. In the Default Home Page field, select the console that you want to appear as your home page when you
log into the BMC Remedy Action Request System (BMC Remedy AR System) server. For example, if you
want the Work Order Management console to appear, select Work Order Management Console. The
default value is IT Home Page.
3. In the Company field, select the company that you want to appear in the Company field of the Work Order
Management console by default.
4. In the Show field, you can select the default console view:
Submitted By Me Shows all work orders that you submitted
Assigned To Me Displays change requests assigned to you
Assigned To My Selected Groups Prompts you to select any support groups to which you belong
You can select to display all change requests assigned to your group, or change requests assigned to
your group that are not yet assigned to an individual.
Assigned To All My Groups Displays change requests assigned to all your support groups
You can choose to display all change requests, or change requests that are not yet assigned to an
individual.
5. Click the Work Order Management tab.
6. In the Work Order Console Settings section, specify the following information:
Main Table Select Work Order to set the console focus to work orders, or select Tasks to set the
console focus to tasks.
After New Save Specify one of the following actions when you click Save on a Work Order form:
New Request After Submit (Default) Opens the Work Order form in New mode
Modify Request After Submit Keeps the current request open in Modify mode
Note
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The After New Save field is not displayed in a mixed-version environment, or when
BMC Service Request Management is installed as a stand-alone product. The default
behavior is also different in these cases after a new work order is saved, the work
order remains open in Modify mode.
7. In the Overview Console area, specify the following information:

Show Work Order Select Yes if you want work orders loaded into the Assigned Work table when
the console is opened.
Work Order Role When the Console Focus is Work Orders, select the setting that appears in the
Role field.
Work Order Type When the Console Focus is Work Orders, select the setting that appears in the
Work Order Type field.
Work Order Status Select by status type, the Work Orders that are displayed by default in the
Overview Console.
8. Click Save.
You must close and re-open the Work Order Console for the changes to take effect.
8.3 Configuring BMC Atrium Service Context for BMC Service

Request Management
To enable BMC Atrium Service Context in BMC Remedy ITSM applications, and in the BMC Service Level
Management and BMC Service Request Management applications, you must ensure that you have completed the
following setup steps:
Setup step
For more information, see...
BMC Atrium Core components required by BMC Atrium Service

Context are installed and configured
Note: You can ignore this step if the AR System server is already
configured in the BMC Remedy Mid Tier.
Configuring BMC Remedy AR System to support BMC Atrium Service Context
Web services are registered
Registering the Service Context web service for BMC applications
A user with administrative permissions has been identified with

BMC Atrium Service Context
Configuring authentication for BMC Atrium Service Context
Users who will access the Service Context Summary window in

BMC Remedy IT Service Management have the correct
permissions
In the context of BMC Remedy IT Service Management, the BMC Atrium Service
Context permissions are rolled up in the BMC Asset Management permissions.
For information on BMC Remedy IT Service Management permissions,
see User permissions.
For more information on BMC Atrium Service Context permissions, see
BMC Atrium Service Context permissions.
BMC Atrium Service Context has been configured to display the

information you want
Configuring attributes in the Service Context Administration window

Configuring BMC Atrium Service Context cache and data retrieval settings
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Setup step
For more information, see...
Configure the Owner field
Setting up the Owner field
Troubleshooting
If you have problems configuring Service Context, see Troubleshooting BMC

Atrium Service Context.
For other BMC applications, see the online documentation for the application at http://docs.bmc.com.
8.3.1 Registering the ServiceContext web service for BMC applications

BMC Atrium Service Context sends and receives data through the Mid Tier. Therefore, to share data with BMC
Atrium Service Context, each BMC application must register a web service in the Atrium web services registry.
BMC AR System based applications use the AR System Web Services Registry form.
Other applications, use the web services registry client APIs.
For BMC Remedy IT Service Management (BMC Remedy ITSM), BMC Service Request Management, and BMC
Atrium Service Level Management, web services are registered by using the AR System Web Services Registry
form. When you install one of these products, a ServiceContext web service record is created in this form. To
register the web service, update this record with information specific to the BMC application or suite.
You can register web services only for BMC Remedy ITSM, BMC Service Request Management, and BMC Atrium
Service Level Management applications from here. You cannot register web services for BBPM or BMC Bladelogic
applications.
Note
Only a user with AR admin rights can register and verify web services for BMC applications.
To register the Service Context web service for BMC applications

1. From IT Home, go to Applications > BMC Atrium Core > Service Context Administration console >
Advanced Settings.
2. To configure provide endpoints, click the Configure button. The AR System Web Services Registry form is
displayed.
3. Click New Request.
4. Modify the service context record as follows:
a. In the Business Name field, type BMC.
b. In the Web service field, type ServiceContext.
c. In the WSDL URL field, modify the value with the Mid Tier server name, port number, and context
path to reflect your current configuration.
Example syntax for ITSM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_itsm?wsdl
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Example syntax for SLM:

http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_slm?wsdl
Example syntax for SRM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_srm?wsdl
d. In the End Point URL field, modify the value with the Mid Tier server name, port number, and context
path to reflect your current configuration.
Example syntax for BMC Remedy ITSM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_itsm
Example syntax for SLM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_slm
Example syntax for SRM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_srm
5. In the Publish To Registry? field, choose Yes.
6. Click Save.
To verify the Service Context web service registration for a BMC application
1. From IT Home, go to Applications > BMC Atrium Core > Service Context Administration console >
Advanced Settings.
2. To configure provide endpoints, click the respective Configure button. The AR System Web Services
Registry form is displayed
3. From the results list, select the ServiceContext web service record for your BMC application.
The BMC application name appears in the Application Name field as ITSM, SRM, or SLM.
4. Verify that the WSDL URL and End Point URL fields are populated with valid URLs that reflect your current
configuration.
For example URL syntax, see step 5 in "To register the ServiceContext web service for a BMC application",
which precedes this procedure.
5. If you cannot find the ServiceContext web service for your BMC application, or if the URLs are not correct,
follow the steps in Registering the Service Context web service for BMC applications to register or
re-register the web service.
Related topic
For more information on web services in BMC Remedy AR System, see BMC Remedy AR System web services
architecture.
8.3.2 Configuring authentication for BMC Atrium Service Context

For BMC Remedy ITSM, BMC Service Level Management, and BMC Service Request Management, BMC Atrium
Service Context is authenticated by any BMC Remedy AR System user with administrator permissions.
Configuring this user enables BMC applications to share data with BMC Atrium Service Context.
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Information about the BMC Atrium Service Context user is stored in the Service Context Authentication Info
Console. You can access this form by clicking the Configure button on the Advanced Settings tab in the Service
Context Administration window.
Before you begin
To configue authentication for BMC Atrium Service Context
To delete a BMC Atrium Service Context user
Before you begin

Create a fixed-license account that is assigned to the Administrator group. You can use the same account for
authenticating all applications with BMC Atrium Service Context. For more information, see Managing
permissions in BMC Atrium Core.
To configue authentication for BMC Atrium Service Context

You can add, edit, and delete BMC Atrium Service Context users from the Service Context Authentication Info
Console directly. By default, BMC applications create an entry in the Service Context Authentication Info Console,
but you must provide the authentication information.
Important
When you install each BMC application or suite, a record is created in the
CMDB.SC:ServiceContextAuthenticationInfo form, even if you choose not to configure a BMC Atrium
Service Context user during the installation process.
Therefore, even if you are configuring the BMC Atrium Service Context user for the first time, you must
search the Service Context Authentication Info Console for an existing record to modify.
1. Open the Service Context Administration window.

2. Select the Advanced Settings tab.
3. Click Configure corresponding to Configure authentication information.
The Service Context Authentication Info Console opens.
Service Context Authentication Info Console
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4. To modify an existing user:

a. Select the record that pertains to the BMC application for which you want to configure the BMC
Atrium Service Context user.
b. Enter or modify the values in the authentication fields.
Service Context authentication fields
The following table lists the fields in the Service Context Authentication Info Console.
Important
Make sure that the values you enter in the User Name, Password, and Authentication String fields exactly match an existing
BMC Remedy AR System administrator user. If you change that user's password or implement an authentication string, you
must update the corresponding user configuration in the Service Context Authentication Info Console.
Name
Value
Business
Name
(do not
modify)
BMC
Service Name
(do not
modify)
ServiceContext
Application
Name
(do not
modify)
ITSM, SRM, or SLM
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Name
Value
Server Name
The name of the BMC Remedy AR System server as it appears in the Mid Tier Configuration Tool.
User Name
By default, the user name is <Administrative User>.

You must replace this dummy value with the name of the BMC Remedy AR System user that you want to register
as the BMC Atrium Service Context user. This user must have administrator permissions and a fixed license.
You can configure the same BMC Remedy AR System user for all of your BMC applications. For information about
BMC Remedy AR System users, see Creating and managing users.
Password
The password (if any) of the BMC Remedy AR System user that you want to register as the BMC Atrium Service
Context user.
Authentication
The authentication string (if any) for the BMC Remedy AR System user that you want to register as the BMC Atrium
String
Service Context user. For information about authentication strings, see Authentication String Alias introduction.
Do not modify values in the Business Name, Service Name, or Application Name fields. These values
are used internally by BMC Atrium Service Context.
5. If an entry for an application is not available, configure a new user:
a. Click Add New.
b. Enter the values in the fields as shown in the Service Context authentication fields table.
6. Save the record and close the form.
To delete a BMC Atrium Service Context user

1. Open the Service Context Administration window.
2. Select the Advanced Settings tab.
3. Click the Configure button corresponding to Configure authentication information.
The Service Context Authentication Info Console opens.
All the existing records for each installed BMC application are displayed in a table.
4. Select the record that pertains to the BMC application for which you want to delete the BMC Atrium
Service Context user.
5. Click Delete.
8.3.3 Setting up the Owner field

The Owner field appears in the information panel by default.
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However, before the Owner field can display information, a system administrator must enter the owner
information into the Owner Name and Owner Contact fields when creating a computer system CI. For more
information, see Creating a Computer System CI.
8.3.4 Testing connectivity with BMC Atrium Service Context providers

When you configure BMC Atrium Service Context, multiple providers are configured in the UDDI registry. You
might want to verify if the providers are configured correctly and can be connected.
To test connectivity with BMC Atrium Service Context providers

1. Go to BMC Atrium Core > Service Context Administration.
2. Click the Test Connections tab.
3. Click Test.
4.
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4. The following information is displayed:

All the Service Context providers from the UDDI repository are displayed.
The Attribute Loading Test Result section lists each of the providers with the following details:
Application: From where the attributes are loaded
URL: URL of the providers web service
Result: If connection failed or succeeded
Number of attributes loaded: Number of attributes loaded from the application
Attribute names: Names of attributes loaded from application
The Data Loading Test Result section lists each of the providers with the following details:
Application: Name of application from you want to read data
URL:URL of the providers web service
Result: Status of attributes from which it was possible to read data.
8.4 Configuring the Notification Engine

You can improve performance by changing the Escalation server threads count.
Recommendation
To take advantage of the optimized Notification Engine workflow, change the Escalation Max Threads
count from the default value of 1 to 3.
8.4.1 To modify the Escalation server threads count

2. Choose System > General > Server Information.
3. Click the Ports and Queues tab.
4. Select the record for the Escalation type.
5. Click in the Min Threads cell, and change the value to at least 1.
6. Click in the Max Threads cell, and change the value to at least 3.
7. Click OK.
8.4.2 Related topic

Notification Engine configurations
8.4.3 BMC Service Request Management notification events

The following table describes BMC Service Request Management notification events:
Note
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For On Behalf Of requests, notifications are sent only to the Requested For name specified in the service
request, and not to users specified in fulfillment requests. For example, a service request is submitted on
behalf of Mary Manager, and a work order is generated automatically. If the contact name in the work
order is changed to Bob Backline, Bob's name is not passed back to the service request. Notifications are
still sent to Mary, and not to Bob.
Service Request Management notification events

Event
Message tag
Filter
Description
Request
Submitted
SRM-REQ-Submitted-ReqForBy
SRM:REQ:NTRequesterSubmitted_
OnSubmit_SetTag
Notifies requesters when they submit a

request for themselves. If the request was
SRM:REQ:NTRequestedForSubmitted_
OnSubmit_SetTag
submitted on behalf of another user, notifies

both the submitter and the On Behalf Of
user.
Request
Status
SRM-REQ-Request_Reopen
SRM:REQ:NTMgr_On_Reopen_SetTag
Notifies the Request Manager when the

service request is re-opened.
SRM-REQ-StatusCancelled_ReqForBy
SRM:REQ:NTRequesterStatusUpdated_
Notifies Requester when the request is
Cancelled_SetTag
cancelled.
SRM:REQ:NTRequesterForStatusUpdated_
Cancelled_SetTag3
Notifies Requested For when the request is

cancelled.
Completed_SetTag

Completed.
Completed_SetTag
Completed
Rejected_SetTag
Rejected.
Rejected_SetTag

Rejected.
Changed
Request
Status
Cancelled
Request
Status
SRM-REQ-StatusCompleted_ReqForBy
Completed
Request
SRM-REQ-StatusRejected_ReqForBy
Status
Rejected
Work
Order
Assignee
Assignment
WOI-WOI-Assignment_Assignee_Group_
Notification
WOI:WOI:NTNotifyAssigneeGroup_
Modify_CALL GUIDE
Notifies the Assignee Group when the

Request Assignee when the support group is
updated and not assigned to any individual
Request Assignee.
Work
Order
Assignee
Assignment
WOI-WOI-Assignment_ Assignee_
Group_ Notification
WOI:WOI:NTNotify AssigneeGroup_
Submit_CALLGUIDE
Notifies the Assignee Group when the Work

Order is Submitted and the Assignment
Engine is not set to Yes in the Work Order
Rules.
Work
Order
Manager
Assignment
WOI-WOI-Assignment_ Notification
WOI:WOI:NTNotify AssigneeManager_
CALLGUIDE
Notifies the Work Order Manager (Request

Manager) when the Work Order is Assigned.
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Event
Message tag
Filter
Description
Work
WOI-WOI-Assignment_ Manager_
WOI:WOI:NTNotify AssigneeManager
Notifies the Assignee Manager group when
Order
Manager
Group_ Notification
Group
the work order status is updated to In

Progress and the work order is not assigned
Assignment
to any Request Manager.
Work
Order
Manager
Group_ Notification
Group_Modify_CALL GUIDE
the Request Manager Support group name is

updated and not assigned to any individual
Assignment
manager.
Work
Order
Manager
Group_ Notification
Group_Submit_CALL GUIDE
the Work Order is submitted and Assignment

Engine integration is not set to Yes in the
Assignment
Work
work order rules.

WOI-WOI-Status Cancelled_ReqForBy
Order
Status
Cancelled
WOI:WOI:NTNotify RequestedForOn
Notifies the Requested For (Customer) user
Cancelled
when the work order moves to the

Cancelled state.
Work
Order
Status
Completed
WOI-WOI-Status Completed_ReqForB
Completed

when the work order moves to the
Completed state.
Work
Order
Status In
Progress
WOI-WOI-Status Approved
InProgress

when the work order moves to the In
Progress state.
Work
Order
Status
Pending
WOI-WOI-Status Updated
WOI:WOI:NTNotify AssigneeGroup_
onStatusChanged
Notifies Assignee Group when the Work

Order Status is moved to Rejected or
Cancelled state and the work order is not
assigned to an individual Request Assignee.
The Notification is sent only when Request
Assignee Support Group is different from the
Request Manager Support Group.
Work
Order
Status
Pending
WOI-WOI-StatusUpdated
WOI:WOI:NTNotify AssigneeManager_
onStatusChanged
Notifies the Work Order Manager (Request

Manager) when the work order is rejected or
cancelled.
Work
Order
Status
Pending
Group_onStatus Changed

the request is moved to the Rejected or
Cancelled state and not assigned to any
individual manager.
Work
Order
Status
Pending
Pending

when the work order moves to the Pending
state.
WOI-WOI-Status Rejected_ReqForBy
Rejected

when the work order moves to the Rejected
state.
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Event
Message tag
Filter
Description
WOI-WOI-Submitted-RequestedForBy
WOI:WOI:NTNotify
Notifies the Requested By (Contact) user on
RequestedByOnSubmit_2
submission of a work order.
WOI-WOI-Submitted-RequestedForBy
WOI:WOI:NTNotify RequestedFor_1

on submission of a work order.
SRM-REQ-Approver_Notification
SRM:REQ:Notify_Approver
Notifies the Approver when the request
Work
Order
Status
Rejected
Work
Order
Submit
Work
Order
Submit
Request
Response
Escalation
requires an approval.
Request
Status
Changed
SRM-REQ-StatusUpdated
Planning_SetTag

moved to the Planning state.
Request
Status
Changed
SRM-REQ-Request_Reopen
SRM:REQ:NTRequesterStatusUpdated
_Reopen

re-opened.
Request
Status
Changed
SRM-REQ-StatusUpdatedInProgress
SRM:REQ:NTRequesterStatusUpdated
InProgress_SetTag

moved to the In Progress state.
Request
Status
Changed
SRM-REQ-StatusUpdatedCompleted
Completed_SetTag

Completed.
Request
Status
Changed
SRM-REQ-StatusUpdatedCancelled
Cancelled_SetTag

cancelled.
8.5 Configuring email-based approvals

Note
If the approval process requires a password or requires that rejection of a request includes a business
justification, you cannot approve or reject the request directly from the email notification. If this is the
caes, you must approve or reject the request from Approval Central. A link to Approval Central is
provided in the email notification.
The following diagram describes the workflow.

Click the image to enlarge it.
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When you upgrade from an existing version of BMC Remedy ITSM, all approval-related notification messages are
overwritten with new messages. Existing messages are backed up and renamed as message_custom and the
status is set to Offline.
If you had customized any notification messages, rename the new message, and set its status to Disabled. Then,
remove the _custom tag of the customized notification message to continue using it. Ensure that the status of
your message is set to Enabled.
If your default notification method before upgrade was set to Alert, you must change the notification mechanism
to Email to enable approval emails. For more information on changing the notification method, see Setting
notification preferences.
Note
Upgrade information is not applicable for BMC Knowledge Management because earlier versions of the
application did not include Approval Notification messages.
8.5.1 Before you begin

Before you configure email-based approvals, ensure that the required mailboxes are configured. For more
information about configuring mailboxes, see Configuring BMC Remedy Email Engine in the BMC Remedy AR
System documentation.
In addition to mailbox configuration, the following settings are required for email-based approvals to work:
From the Applications menu, select AR System Administration > System > Email > Mailbox Configuration.
Select the Incoming mailbox record. On the Advanced Configuration tab, ensure that the following options
are selected:
Email Action is set to Parse. The Associated Mailbox Name should be associated with the configured
outgoing mailbox for this setting.
Enable Modify Action is set to Yes.
For more information about advanced mailbox configuration, see Configuring advanced incoming
mailbox properties in the BMC Remedy AR System documentation.
From the Applications menu, select AR System Administration > System > Email > Mailbox Configuration.
Select the Outgoing mailbox record. On the Advanced Configuration tab, ensure that the Delete Outgoing
Notification Messages option is set to No.
Restart the BMC Remedy Email Engine Service if you change any setting.
From the Applications menu, select Quick Links > Approval Administration Console.
On the Notification tab, ensure that the Status of the approval process is Active.
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On the Process tab, select the process, and then click View. Ensure that the Require Password field is
set to No.
On the Configuration tab of the Process Definition form, ensure that the Require Justification on
Rejection field is set to No.
From the Applications menu, select Administration Console > Application Administration Console. On the
Custom Configuration tab, select Foundation > Notification engine > Approval Email Configuration, and
then click Open. On the Configure Email Based Approval window, ensure that Status is set to Enabled.
Note
You must set these preferences to ensure that the Approve/Reject button is available in the approval
email.
This section provides the following configuration information for email-based approvals:
Enabling email-based approvals
Customizing approval emails
8.5.2 Enabling email-based approvals

You can use configuration options to enable or disable email-based approvals for companies. Out of the box,
email-based approvals for the Global company record are enabled.
Note
When you upgrade to version 8.1.00 of BMC Remedy IT Service Management, email-based approvals are
disabled. You must manually enable email-based approvals after the upgrade.
To enable or disable email-based approvals for a company

1. On the Custom Configuration tab of the Application Administration Console, choose Foundation >
Notification Engine > Approval Email Configuration.
2. In the Configure Email Based Approval dialog box, select the name from the Company field.
To enable or disable email based approvals for all companies, select Global from this list.
3. In the Status field, select the appropriate status.
8.5.3 Customizing approval emails

Out of the box, approval emails contain basic information about the request that requires an approval. You can
customize the fields that are displayed in approval emails.
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For information about modifying the format of the emails, see Customizing the template in the BMC Remedy AR
System documentation.
To customize the content of approval emails

1. Log on to a browser as a BMC Remedy AR System administrator and open the SYS:Notification Messages
form.
2. Locate the notification message that is defined for email approvals for the application:
Application
Notification message
BMC Asset Management
AST-APR-ApprovalNTForIndividual
CHG-APR-ApprovalNTForIndividual
SRM-REQ-Approver_Notification
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Application
Notification message
BMC Release Management
RMS-APR-ApprovalNTForIndividual
BMC Knowledge Management
RKM-APR-ApprovalNT
3. Update the text in the Email Message Body box with the customized email content.
Use HTML tags to create and format the email message content.
Example
In the following code, basic HTML tags have been used to format the data. #Date Required# and
#Description# indicate the display of the Date Required and Description fields in the email.
<td><table width="100%" cellpadding="0" cellspacing="10">

<tr><td width="40%" valign="top" align="left">
<font face="Tahoma, sans-serif" size="2">
<strong>Requisition ID:</strong></font></td>
<td width="60%" valign="top" align="left">
<a href="http://<serverName>:port/arsys/forms/<arSystemServerName>/
AST:PurchaseRequisition/?eid=#Requisition ID#">#Requisition ID#</a>
</font></td></tr>
<strong>Date Required:</strong></font></td>
#Date Required#</font></td></tr>
<strong>Description:</strong></font></td>
#Description#</font></td></tr>
</table></td>
4. To include additional fields in the email message, click the down arrow
next to the Email Message
Body field and select a field from the list.

To add fields that are not listed, see the details of the SYS-Notification Messages form.
Field names are enclosed in # tags.
Note
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For fields that you select from the list, notification workflow translates the field variables into the
actual field contents before sending the notification message. If you add fields that are not in the
list, notification workflow must be customized. For more information on email fields and
workflows, see Defining a workflow to send email notifications in the BMC Remedy AR System
documentation.
5. Save the form.

Your approval email message will display the fields that you included in the Email Message Body field.
8.6 Configuring the Request ID link in Approval Central

In Approval Central, under Request Details, approvers can click the Request ID number to view information about
the request they are approving. You can configure this link to open various forms.
The following procedure explains how to configure the Request ID link to open the SRS:RequestDetails form.
8.6.1 To configure a custom Request ID link in Approval Central

1. From the IT Home Page, and select Quick Links > Approval Administration Console.
2. Click the Forms tab.
3. Select SRM:Request, and click View.
The AP:Form form appears with most of the fields completed.
4. From the Request ID Link Association field, select the Customize option
5. Complete the fields in the AP:Customize-SourceID dialog box that appears.
a. In the Form Name field, enter SRS:RequestDetails.
The SRS:RequestDetails form is not in the list, so you must enter it manually.
b. Leave the View Name field as is.
c. From the Display Mode list, select Dialog.
d. For Field 1, select Request Number, or enter $Request Number$.
e. Click OK.
6. Click Save.
Alternatively, you can select one of the following options in the Request ID Link Association field to display other
BMC Service Request Management forms:
Application Request Form displays the SRM:Request form
Approval - Application 3-Way Join Form displays the SRM:RequestApDetailSignature form
Note
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On the SRM:RequestApDetailSignature form, the Individual/Group field is visible. This field is for
internal transaction purposes within the BMC Service Request Management product, and its value
should not be changed.
8.6.2 Related topics

Approval Central
Configuring the Request ID link on Approval Central (BMC Remedy AR System documentation)
BMC Remedy Approval Server
8.7 Showing or hiding Crystal Reports

Starting with 8.1.00, the web-only Crystal Reports are now installed by default; the install option is removed from
the installation program. You now configure the Foundation module to show or hide the Crystal Reports form on
the Report Console.

Deploy the Enterprise Crystal License on the Mid Tier before you enable the Crystal reports
8.7.2 To show or hide Crystal Reports

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Foundation > Advanced Options > Show/Hide Crystal Reports,
and then click Open. The Crystal Report Administration form appears.
Crystal Report Administration
3.
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3. Perform one of the following actions:

To show the Crystal Reports form on the Report Console, click Enable.
To hide the Crystal Reports form on the Report Console, click Disable.
4. Click Save.

Installing Crystal Reports
Working with reports
8.8 Enabling localization

If you are using a locale other than English, you must denote that BMC Remedy Action Request System is ready
for localization, meaning that objects with Field ID 160, for example, account menus, are taken into account
when information is retrieved.
Note
If you select additional locales in addition to English, the installer automatically enables the Localize
Server option.
8.8.1 To enable localization

2. In the AR System Administration Console, go to the System > General > Server Information section.
3. In the Advanced tab, select the Localize Server option.
8.9 Configuring Submitter mode

After installation is complete, you must perform the following procedure to enable users to update service
requests that they submitted, even if they do not have write permissions.
8.9.1 To configure Submitter mode

1. From the BMC Remedy AR System Administration Console, select System > General > Server Information.
2. In the Licenses tab, set Submitter Mode to Locked.
3. Click OK.
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8.9.2 Related topic

Enabling submitters to modify requests
8.10 Configuring BMC Remedy AR System server for private

server queue
The application installer automatically installs integrations with BMC Change Management 7.0 (and later) and
BMC Incident Management 7.0 (and later). This section explains how to configure for private server queues to
integrate with a command automation interface (CAI). The following topics are included:
Generating a private server queue
Configuring the CAI PluginRegistry form
Configuring the CAI integration
Configuring remote integrations
BMC Service Request Management uses CAI to integrate with back-end applications, such as BMC Incident
Management and BMC Change Management. CAI is a subcomponent that is used to run commands on external
systems. CAI uses a command definition (a type of template) to construct commands using the parameters sent
to it by BMC Remedy ITSM. CAI then uses a predefined conduit (for example, a web service, command line, or
URL) to execute the command.
Plug-in name
File name
CAI
CAIPlugin.jar
FND
Query.jar
The installer also registers the plug-in path. The plug-in path is added to the beginning of the existing path.
For example, if you install BMC Service Request Management over existing BMC Remedy ITSM installations, you
might see multiple versions of the plug-ins in the following BMC Service Request Management and BMC Remedy
ITSM folders:
(Microsoft Windows) <srmInstallDir>\bin; <changeManagementInstallDir>\bin

(UNIX) <srmInstallDir>/bin; <changeManagementInstallDir>/bin
By default, CAI uses the fast and list server queues from BMC Remedy AR System, which can have a detrimental
effect on performance in high-volume installations. To improve performance, however, you can generate a
private server queue for CAI to use exclusively for its processing. This takes pressure off the fast and list server
queues and assists with improving performance.
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8.10.1 Generating a private server queue

This procedure describes how to generate a private server queue.
Note
To complete this procedure, you must determine the minimum and maximum number of threads to
specify for the private server queue.
To define a private server queue

2. Click System > General >Server Information.
3. Click the Ports and Queues tab.
4. Generate a private queue. Click in any blank row of the RPC Prog Number column.
5. From the RPC Prog Number cell list, type the next available RPC Program Number.
Note this number because you need it to configure the CAI Plugin Registry form.
6. Click in the new Min Threads cell, and change the value to at least 2.
7. Click in the new Max Threads cell, and then change the value to at least 6.
8. Click OK.
A private queue with the RPC Program Number you specified in step 5 will appear in the table the next time
you open the Ports and Queues tab.
8.10.2 Configuring the CAI PluginRegistry form

Perform the following procedure to configure the CAI:PluginRegistry form to define and configure thread pools
for specific commands. Thread pools for different commands are configured in the CAI:Commands form. For
more information on the CAI:Commands form see, Defining command parameters.
Configuring thread pools defines dedicated CAI threads for use by the specific command. This ensures that
requests from a command use only the dedicated threads, and performance of other command requests to the
CAI is not affected.
To configure the CAI:PluginRegistry form

1. In a browser, open the CAI:PluginRegistry form by opening the Application Administration Console,
selecting the Custom Configuration tab, and selecting Foundation > Advanced Options > Command
Automation Interface - PlugIn Registry.
2. In the Private Queue # field, type the private queue number that you generated in Generating a private
server queue.
3.
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3. In the CAI Pool Configuration table, select any CAI pool and click View to edit the number of threads for
the selected pool. To add a new pool, click Add, fill in the details, and click Save. This updates the total
number of threads automatically. The pool that you created here will be used to configure the outbound
messages and commands for a specific pool.
Note
On the Commands form, you can configure one of the pool numbers that you defined in step 3. If
the pool number is not defined, the default pool (#0) is used. For more information, see Defining
command parameters.
4. Ensure that the maximum number of threads that you specified in Generating a private server queue is less
than the computed threads in step 3.
5. In the Log Level drop-down list, select the desired level for the CAI plug-in log entries. The WARN level is
the recommended default value.
6. Click Close to save the entry, and close the CAI:PluginRegistry form.
7. Restart BMC Remedy AR System so that CAI picks up the new private queue information.
8.10.3 Configuring the CAI integration

After you finish the installation, entries are created in the CAI:AppRegistry form. You must update these entries to
contain connection information to the BMC Change Management or BMC Incident Management applications.
Updating the CAI Application Registry form is important in load balancing or server group environments.
Note
To perform this procedure, you must be a member of the Administrator group in the BMC Remedy AR
System User form.
To configure the CAI integration on BMC Service Request Management

1. From the IT Home page, open the Application Administration console.
2. Click the Custom Configuration tab.
3. Choose Foundation > Advanced Options > Command Automation Interface - Application Registry .
4. From the CAI Application Registry form, search for the entries that were created for BMC Change
Management or BMC Incident Management.
5. On the Connection tab, update the connection information to indicate the BMC Remedy AR System server
and port number of the BMC Change Management or the BMC Incident Management computer.
a. In the Server field, enter the server name where the application you are registering is installed.
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a.
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If you are using a load balancer environment, enter the name of the load balancer in the
Server field. The server name (fully-qualified or not) must be the same on the BMC Remedy
Mid Tier, in the load balancer, and in the CAI:Registry form.
In a server group environment, set the Server field value in the CAI Application Registry form
to the common server name alias that you defined for the server group in the Server Name
Alias field of the BMC Remedy AR System Administration: Server Information form. Make sure
that you also enter the unique server name in the AR System Server Group Operation Ranking
form to define which server takes over if the primary server fails.
b. Do not enter a login name or password.
Leave these fields blank except for remote installations of BMC Change Management or BMC
Incident Management. For more information, see Configuring the integration on the remote BMC
Remedy ITSM computer.
c. Update other information on the CAI Application Registry form, as needed.
6. Click Save.
8.10.4 Configuring remote integrations

This section discusses configuring remote integration.
Copying the CAI plug-in to remote servers
Configuring the integration on the remote BMC Remedy ITSM computer
If you are integrating with BMC Change Management or BMC Incident Management, and those applications are
on a remote server, you must perform additional configuration steps.
To configure remote integrations

1. Configure the integration on the BMC Service Request Management computer.
2. Configure the integration on the remote BMC Remedy ITSM applications computer.
See Configuring the integration on the remote BMC Remedy ITSM computer.
3. Export forms from the remote BMC Remedy ITSM applications computer to the BMC Service Request
Management computer.
See Exporting forms.
4. Add the View Service Requests link.
5. Synchronize people data.
See Synchronizing people data.
Copying the CAI plug-in to remote servers

The application installer does not copy the required CAI plug-in file to the remote AR System servers. You must
perform this task manually. For more information, see Configuring BMC Remedy AR System server for private
server queue.
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To copy the CAI plug-in to remote servers

1. Because you only need to copy the CAI library file to one bin directory per computer, open the ar.cfg file (
Windows) or the ar.conf (UNIX) file and find the application that is listed in the Plugin:.. clause for the CAI
library.
2. Copy the caieventcmd.dll file (Windows) or libcaieventcmd.os (UNIX) file from the BMC Service Request
Management computer to the appropriate application on the remote computer.
In the UNIX file, os is a mnemonic of the server type: a for AIX, sl for HP-AIX, or so for Solaris or Linux. For
example, copy the caieventcmd.dll file from:
..\Program Files\AR System Applications\arServer\BMC Service Request Management\bin
to:
..\Program Files\AR System Applications\arServer\BMC Change Management\bin
In this example, the location of the plug-in for the CAI library file was listed as BMC Change Management
in the ar.cfg file.
Configuring the integration on the remote BMC Remedy ITSM computer

After you finish the installation, entries are created in the CAI:AppRegistry form. You must update these entries to
contain connection information to the remote BMC Remedy ITSM applications.
To configure the integration on the remote computer

1. From the IT Home page, open the Application Administration Console.
3. Choose Foundation > Advanced Options > Command Automation Interface - Application Registry .
4. From the CAI Application Registry form, search for the entries that were created for BMC Service Request
Management.
5. On the Connection tab, update the connection information to indicate the BMC Remedy AR System server,
login, password, and port number of the BMC Service Request Management computer.
The user who is specified in the login and passwords fields must be an administrator on the remote BMC
Service Request Management computer.
8.11 Updating hard-coded server host name references

BMC Remedy AR System and BMC Service Request Management applications store the server host name in
several places in the database. You might need to update these host name references as you migrate data from a
production environment to a test environment.
8.11.1 To update hard-coded server host name references

1. Update references to the correct server host name on the following forms:
AST:ARServerConnection
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AST:ComplianceARBased_Advanced
TMS:ApplicationRegistry
CAI:AppRegistry
SYS:Escalation
SYS:Attachments (If the out-of-the-box data is modified by replacing arserver or midtierserver with
the host names, change only these values to the correct server name.)
2. In the Administrator Console, select Custom Configuration > Service Request Management > Advanced >
Application Settings.
3. Open the SRM Application Settings form.
4. Look for fields with the following labels:
Mid Tier Path
URL to the Request Entry console
AR Server Value for MidTier Configuration
All of these fields contain references to the BMC Remedy AR System Server host name and the mid
tier names.
5. Change only these values to the correct server name.
8.12 Changing the database schema sort order

This procedure changes the default application database schema sort, and makes it compatible with your
database type. If you are using Oracle or IBM DB2, you must perform this procedure.
If you do not change the sort order, database searches might return the wrong records or return results in an
unpredictable way.
Note
If your database is Microsoft SQL Server or Sybase, skip this procedure.
8.12.1 To change the schema sort order

3. Choose Foundation > Advanced Options > System Configuration Settings > Application Database Sort
Order, and click Open.
4. Search for all records. (Click Search without specifying any search criteria.)
5. In the Functions area, select Oracle or DB2 for the Sort Order Type, depending on which database you are
using.
6. Click Modify All.
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Note
You will see the changed sort order after you restart the BMC Remedy AR System server.
8.13 Synchronizing people data

When configuring BMC Service Request Management to work with remote BMC Remedy ITSM computers, you
must synchronize the People records between the two computers (the People form on both computers). You
must maintain the same Person ID on both servers. If the People records are not correctly matched, incorrect
requester information could be set.
Recommendation
Use the BMC Remedy Distributed Server Option (DSO) to perform this synchronization. For more
information about DSO implementation, see DSO implementation with BMC Remedy ITSM applications.
8.14 Exporting forms

When BMC Service Request Management is integrated with remote BMC Remedy ITSM computers and you are
creating AOTs with templates on the BMC Service Request Management computer, you cannot register the BMC
Change Management and BMC Incident Management templates on the remote BMC Remedy ITSM computers.
You must export the form definitions from the remote BMC Remedy ITSM computer and then import those forms
into the BMC Service Request Management computer.
8.14.1 To export and import the form definitions

1. Log in to BMC Remedy Developer Studio on the remote BMC Remedy ITSM computer.
2. Export the form definitions for the following forms:
CHG:Template
HPD:Template
INT:CHGSRM:TemplateViewForm
INT:HPDSRM:TemplateViewForm
3. Log in to BMC Remedy Developer Studio on the computer where BMC Service Request Management is
installed.
4. Import the form definitions that you exported from the BMC Remedy ITSM computer.
You must import the form definitions in the order listed in step 2.
Note
You can ignore any permission errors that occur during the import process.
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8.15 Configuring the URL used with the mid tier

For status icons in My Requests and View Details to function correctly, the URL that is used to access the Request
Entry console must contain the name of the current BMC Remedy AR System server for the mid tier, which is the
value in the $SERVER$ variable.
8.16 Changing the time zone

If you have been given Administrator permissions, you can change the default time zone in the application for
your application server. It is specified by a value of Yes in the Server Timer Zone field on the Time Zone form.
8.16.1 To specify a time zone

3. Choose Foundation > Organizational Structures > Time zone, and click Open.
4. Click Search to find the time zone where your application server is located.
5. Select your time zone from the results list.
6. To make the selected time zone the default, select Yes in the Server Time Zone field.
7. Click Save.
8.17 Creating user preference records

You must define a BMC Remedy AR System user preference record for each user who needs user preferences for
accessing the application from a browser. A user will require a user preference record when, for example, they
need to see data using a locale other than English.
When users log in, they specify the report server name in the Preference server field of the Login dialog box.
8.17.1 To add a user preference record

1. From IT Home page, open the AR System Administration Console.
2. Choose User Preferences > My User Preferences.
3. In the Login Name field of the AR System User Preferences form, type the login name of the user for whom
you are adding this record.
4. In the Short Description field, type any additional information for the user.
5. Click the Advanced tab.
6. Type the name of the BMC Remedy AR System server on which you installed the application (which
includes the predefined reports server) in the Report server field.
7. If this user needs to view reports from a browser:
a.
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7.
a. Click the Web tab.
b. In the Crystal Report Viewer field, select ActiveX for a Microsoft Internet Explorer browser or HTML
with frames for a Firefox or Mozilla browser.
8. Click Save.
8.18 Setting up JBoss to work with BMC Service Request

Management
Because JBoss uses its own libraries and does not automatically pick up the library files that come with BMC
Remedy Mid Tier, you must copy the files to the <midTierInstallationFolder>/WEB-INF/lib folder.
8.18.1 To set up JBoss to work with BMC Service Request Management

1. Stop JBoss.
2. Copy the following files to the <midTierInstallationFolder>\WEB-INF\lib folder:
classes.jar
antlr.jar
stringtemplate.jar
plugin-api.jar
gson-1.3.jar
You can find these files in the <midTierInstallationFolder>\PluginsCache folder for the
SRMSServiceRequestBrowser plug-in.
3. Restart JBoss.
8.19 Hiding or displaying the Task and Categorization tab on

the Work Order form
You can control whether the Task and the Categorization tabs appear in the Best Practice view of the Work Order
form. Both of the tabs appear by default.
If your organization does not use the Task or Categorization features when managing work orders, then you can
hide the tabs.
8.19.1 To hide or display the Task and the Categorization tabs

1. Log on to the BMC Remedy ITSM suite using an account that has Work Order Config permissions.
2. From the IT Home page, open the Application Administration console.
3.
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3. From the Custom Configuration tab, choose Service Request Management > Work Order > Work Order
Settings.
4. On the Work Order Settings dialog box, click Show Settings.
5. From the Work Order Task Tab menu, select No to hide the tab, or select Yes to display the tab.
6. From the Work Order Categorization Tab menu, select No to hide the tab, or select Yes to display the tab.
7. Click Add/Modify Settings, and then click Close.
Note
Users who are logged on to the BMC Remedy ITSM suite at the time that these changes are made must
log out and then log on to see the change.
8.20 Creating Windows shortcuts to a console or home page

You can generate a shortcut that takes users directly to an application console or to the application home page.
For information about creating application shortcuts, see Shortcut keys.
8.21 Setting the tenancy mode

If your organization plans to run the applications in Multi-Tenancy mode, you must set the Multi-Tenancy option
in the System Settings form.
Multi-Tenancy mode is a way to keep the data separate among multiple companies, departments, or other
groups. It also makes it possible to host multiple companies and their data on a single server.
8.21.1 To set the tenancy mode

1. Open the System Settings form by entering the appropriate URL in the Address field of your browser.
Note
Use the following URL format: http://<midTierServerName>:<Port>
/arsys/forms/<ARSystemServerName>/SYS%3ASystem+Settings/
2. In the Tenancy Mode field, select Multi-Tenancy and click Save.
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8.22 Using the mid tier prefetch utility

This section describes how to use the prefetch utility when configuring BMC Service Request Management.
To prevent degradation of performance while applications and forms are loaded to a cache, use the prefetch
configuration utility with the mid tier when configuring the application. Loading applications and forms in
memory can cause a significant delay for the first user in a "permission type."
You can use a PERL-based utility (prefetch.pl) to make calls to the mid tier URLs from the command line and
therefore offload the performance hit of caching. With this prefetch.pl utility, the cache can be preloaded during
the mid tier startup.
The following topics are provided:
Tips for using prefetch with Apache Tomcat
Prefetch components
8.22.1 Tips for using prefetch with Apache Tomcat

The more forms you add to prefetch, the more time you must allow for a graceful shutdown of Tomcat. If Tomcat
crashes or the server is shut down before Tomcat saves any open prefetch files, the prefetch restarts upon
reboot, leading to slow response and a possible system crash if others try to use it while it is fetching again.
Remember these tips when using prefetch with Apache Tomcat:
Increase the Tomcat shutdown time and thread stack sizes to enable the efficient serialization of your
forms. This action gives Tomcat extra time to save prefetch files.
Raise the maximum memory size of Tomcat (for example, 1024 MB).
Flush the Tomcat cache. Restart Tomcat, and let it run. This action could take several hours to finish.
Monitor the amount of memory actually needed and lower the number accordingly.
Include only the front-end user facing forms in the prefetch.
Include the user name that is the most common group combination in the prefetch file. Using the Admin
user might not be appropriate as the users belonging to other groups triggers the HTML generation on the
mid tier.
Watch the Tomcat process to make sure you are not keeping the JVM busy with the memory swap. If
possible, allocate the min and max as 2 GB so that the Tomcat process starts up with the full memory
available.
Because the memory requirements depend on how many forms are being loaded, you must calculate the
amount of memory needed based on the application stack and the usage of your deployment.
Note
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For more information about Tomcat configuration settings, see About Tomcat configuration
settings. For more information about persistent cache option, see About the Persistent Cache
option.
8.22.2 Prefetch components

The prefetch.pl utility uses the following components:
Component
Description
StartServlet
Contains the main code
prefetchConfig.xml
Main configuration file found in <midTierInstall>/WEB-INF/classes
prefetchConfig.xsd
XML schema definition (XSD) for the .xml file, found in the <midTierInstall> folder
The format of the prefetch.pl utility configuration file is as follows:

Section
Example code
Header
<?xml version="1.0" encoding="UTF-8"?> <midtier-prefetch-config
xmlns="http://www.bmc.com/remedy/midtier/700">
Authentication One or more users that determines the

permission-type cache. No password is required.
Server, applications and forms Applications can contain 0+ forms.

Forms can exist individually at a server level.
<prefetch-user>
<user-name>SupportUser</user-name>
<locale>en_US</locale>
<prefetch-server>
<server-name>arserver</server-name>
<prefetch-app>
<app-name>Sample</app-name>
<prefetch-form>
<form-name>Home Page</form-name>
</prefetch-form>
...
...
</prefetch-app>
<prefetch-form>
<form-name>Home Page</form-name>
</prefetch-form>
</prefetch-server>
</prefetch-user>
Footer
</midtier-prefetch-config>
Note the following usage issues:
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Forms are cached differently, depending upon whether they are accessed using a call to the application (
/arsys/apps/<ARServer>/<appName>/ <formName>) or the forms directly (
/arsys/forms/<ARServer>/<formName>). For environments where either call is possible, both methods
should be covered in the .xml file:
... <prefetch\-server> <serverName>ServerName</server\-name> <prefetch\-app>

<app\-name>AppName</app\-name> <prefetch\-form> <form\-name>FormName</form\-name> </prefetch\-form>
</prefetch\-app> </prefetch\-server> <prefetch\-server> <server\-name>ServerName</server\-name>
<prefetch\-form> <form\-name>FormName</form\-name> </prefetch\-form> </prefetch\-server> ...
Specifying an application without at least one form causes the mid tier to cache all of the forms in that
application.
.... <prefetch\-server> <server\-name>ServerName</server\-name> <prefetch\-app>

<app\-name>AppName</app\-name> </prefetch\-app> </prefetch\-server> ...
You can see the prefetch activity in the mid tier logs in the following situations:
The performance category is selected.
The Log Level is set to Fine.
Apr 12, 2007 1:05:57 PM com.remedy.arsys.prefetch.PrefetchTask run

INFO: START prefetch
Apr 12, 2007 1:06:14 PM com.remedy.arsys.goat.Form get
FINE: Form: Constructing for missing key Form:atlwin01/AR System User Preference
Apr 12, 2007 1:06:17 PM com.remedy.arsys.goat.Form <init>
FINE: API form time = 2735
FINE: Form: Construction for key Form:atlwin01/AR System User Preference took 2765
Apr 12, 2007 1:06:17 PM com.remedy.arsys.goat.Form$CachedFieldMap <init>
FINE: Form.CachedFieldMap: Constructing for missing key atlwin01/AR System User
Preference/Admin
FINE: API field key time = 31
FINE: API field time = 4797
...
...
FINE: Using the preference server atlwin01 form AR System User Preference for user Demo
FINE: Form: Constructing for missing key Form:atlwin01/Sample:Classes
Apr 12, 2007 1:06:24 PM com.remedy.arsys.goat.Form <init>
FINE: API form time = 2031
...
Apr 12, 2007 1:06:30 PM com.remedy.arsys.goat.field.FieldGraph instantiateFields
FINE: FieldGraph: Populated fields/workflow for key
Admin|atlwin01/Sample:Classes/536880381/N, took 5438
Apr 12, 2007 1:06:30 PM com.remedy.arsys.goat.Globule init
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FINE: Globule: Compressed data type text/html; charset=UTF-8 - was 17445 bytes, now 3718
bytes
Apr 12, 2007 1:06:30 PM com.remedy.arsys.goat.ActiveLink getBound
FINE: COMPILE formactivelink time = 0
Apr 12, 2007 1:06:30 PM com.remedy.arsys.goat.ActiveLink getBound
FINE: COMPILE formactivelink time = 0
Apr 12, 2007 1:06:31 PM com.remedy.arsys.goat.menu.Menu getMenuFromServer
FINE: API Get Menu time = 421
Apr 12, 2007 1:06:31 PM com.remedy.arsys.goat.Globule init
FINE: Globule: Compressed data type text/js; charset=UTF-8 - was 5967 bytes, now 1972
bytes
Apr 12, 2007 1:06:31 PM com.remedy.arsys.prefetch.PrefetchWorkerImpl fetchForUser
FINE: successful prefetch server:atlwin01||form:Sample:Classes||username:Demo||appname:Sample||view:null||locale:en_US||timezone:n
took 8687 milliseconds.
FINE: Form: Constructing for missing key Form:atlwin01/AR Sample Application: Console
...
...
Apr 12, 2007 1:06:31 PM com.remedy.arsys.prefetch.PrefetchTask run
INFO: END prefetch
8.23 Integrating BMC Remedy Identity Request Management

This section describes how to integrate BMC Service Request Management with BMC Remedy Identity Request
Management using the CONTROL-SA (CTSA) adapter.
Overview of the CONTROL-SA adapter
Prerequisites to configure CTSA adapter with Identity Management Suite
Extracting adapter components for Identity Request Management
Generating keystore for CTSA adapter
Configuring the system to work with JBOSS or WebSphere
Configuring Identity Request Management adapter information
Reloading the adapter configuration
Defining entitlement policies for BMC Identity Request Management services
Adding customized fields to the People vendor form on ESS
8.23.1 Overview of the CONTROL-SA adapter

Through the CONTROL-SA (CTSA) adapter, Identity Request Management enables you to integrate with the BMC
Identity Management Suite. You have the option of installing the adapter when you install BMC Service Request
Management.
The parameters required for the adapter to operate are supplied in configuration forms. Based on these
parameters, the CTSA adapter connects to the BMC Identity Management backend. After the configuration
parameters are provided, the Identity Request Management services can be accessed for the BMC Identity
Management Suite.
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8.23.2 Prerequisites to configure CTSA adapter with Identity Management

Suite
The CTSA adapter supports the following versions of BMC Identity Management Suite:
7.5.00 Service Pack 1 or 7.5.01 with a JBoss application server
7.5.00 Service Pack 1 or 7.5.01 with a WebSphere application server
Notes
To use the Web launcher services in BMC Identity Management Suite, upgrade the existing to
version PAISI.7.5.01.001. BMC Identity Management Suite 7.5.01 SP1 supports Web launcher
service for logon ID other than user_id.
JDK version 1.5.x is required if the CTSA adapter configured with BMC Identity Management Suite
version 7.5.00 must be used with Identity Request Management. JDK version 1.6.x is required if
the CTSA adapter is configured with BMC Identity Management Suite version 7.6.04.
Complete the following tasks before you extract the CTSA adapter:
1. Ensure that the BMC Identity Management Suite is installed and configured to BMC Identity Enterprise
SecurityStation successfully.
2. To ensure that BMC Identity Management Suite works with Identity Request Management, make the BMC
Identity Management Suite and BMC Identity Enterprise SecurityStation configuration changes.
Note
In the documents that are referenced in the following steps, Identity Request Management is
referred to as BMC Remedy Identity Management, which was the name of the product in the
earlier versions.
a. Perform the BMC Identity Enterprise SecurityStation (ESS) steps described in the "ESS Installation
script parameters - BMC Remedy Identity Management" table in the "Initial configuration" section of
the "Post-installation" chapter of the BMC Identity Management Suite - Installation Guide. You can
access this guide on the BMC Support site at http://www.bmc.com/support.
b. If an earlier version 7.5.01.xxx of BMC Remedy Identity Management is not installed and configured,
copy the <ARSystemHomeFolder>\irm\adapter\ctsa\7.6.04\ESS\IRMKwds.inp file to BMC Identity
Enterprise SecurityStation.
3. (UNIX only) Apply Identity Request Management keywords:
a.
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3.
a. Log in to the BMC Identity Enterprise SecurityStation UNIX account.

b. Using FTP ASCII mode, copy the IRMKwds.inp file script from the computer where BMC Identity
Enterprise Security Station is installed on the installation media to the $ESS_HOME folder.
Note
Run the IRMKwds.inp script on the computer where BMC Identity Enterprise Security
Station is installed.
c. From the $ESS_HOME folder, run the IRMKwds.inp script:
ess batchrun -A -i IRMKwds.inp
Note
Ignore the error messages that appear because some of the keywords are installed as a part
of the BMC Identity Management Suite installation.
d. From the $ESS_HOME folder, run the ess_config script:
ess batchrun -A
e. Enter the following string:
ess_config;
f. Restart BMC Identity Enterprise SecurityStation services.

4. To enable services (such as the Password Manager Launcher, Enable Account Launcher, or Unlock Account
Launcher), perform the procedures that are contained in the "BMC Remedy Identity Management (BRIM)
Authentication" section of the BMC Identity Management Suite Configuration and Administration Guide for
the platform that you use. You can access this guide on the BMC Support site at
This enables the Identity Request Management authentication from BMC Identity Management Suite.
5. To enable GUID mapping, map the ESS_ITSM_ID keyword in the Person entity to instance_id in the ITSM
People form.
6. To enable mapping of the ITSM person to BMC Enterprise SecurityStation people (commonly known as
LOGIN_ID mapping), perform the procedures that are contained in the "Adding an ITSM Person in
Enterprise SecurityStation" section of the Enterprise SecurityStation Administration Guide.
7.
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7. (Optional) Configure the connector in the BMC Identity Management back end (known as BMC
Provisioning Module for IT Service Management) to BMC Identity Enterprise SecurityStation.
Note
The mapping feature is available from PANFU.3.3.01.005 patch and later.
8.23.3 Extracting adapter components for Identity Request Management

This topic is applicable only if the adapter components for Identity Request Management are not extracted during
installation or if you must configure more adapters.
Note
The ctsa8.1.00.AZ file shipped with BMC Service Request Management is for BMC Identity Management
Suite. For more information, see the Overview of the CONTROL-SA adapter.
The AZ Extraction utility extracts the adapter components that the AZ Compression utility zips. This utility extracts
the adapter components and applies to Identity Request Management environment.
Note
You cannot change the number of parameters and the names of the parameters in the Adapter
Parameters during overwriting.
Before extracting the compressed zip (.AZ) file, ensure that:

The BMC Remedy AR System server is running.
The BMC Remedy AR System user is an administrator.
The JAVA_HOME and PATH environment variables are set.
An irm folder exists under the home folder for BMC Remedy Action Request System.
Use the AZ Compression utility to create the .AZ file.
To run the AZ Extraction utility

Note
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To successfully run the utility, you must either be a user having Administrator permissions on the server
to which the adapter component will be extracted, or a user with Read/Write/Execute permissions on
the complete BMC Remedy AR System installation folder structure.
On Microsoft Windows, run the following batch file:
%BMC_AR_SYSTEM_HOME%\irm\Adapter_Extraction\AZExtraction.bat
<serverName> <serverPort> <arUserName> <arPassword> <azFileLocation>
<extractionMode>
On UNIX, run the following script:
$BMC_AR_SYSTEM_HOME/irm/Adapter_Extraction/AZExtraction.sh
<serverName> <serverPort> <arUserName> <arPassword> <azFileLocation>
<extractionMode>
Note
Invoke the AZ Extraction utility only from %BMC_AR_SYSTEM_HOME%\irm\Adapter_Extraction.
The parameters that are in the batch file and script are as follows:
<serverName> The BMC Remedy AR System server name to which the parameters for the Adapter will be
pushed
<serverPort> The BMC Remedy AR System server port to connect to. Enter 0 if portmapper is used.
<arUserName> The administrator user name to connect to the BMC Remedy AR System server
<arPassword> The password for the administrator on the BMC Remedy AR System server
<azFileLocation> The location of the compressed file (<adapterType version>.AZ)
<extractionMode> (optional) The mode in which the adapter should be extracted. The possible values
are as follows:
create_all (default) Creates the entries in the BMC Remedy AR System configuration forms and
extracts the adapter folder structure if it does not exist
create_dir Extracts the adapter folder structure if the folder structure does not exist and no entries
in the BMC Remedy AR System configuration forms is done. It is used for the BMC Remedy AR
System server group configuration on the secondary server to create the folder structure.
overwrite_all Extracts the BMC Remedy AR System configuration form entries and creates the
folder structure if they do not exist. If they do exist, it overwrites the current.
overwrite_dir Creates the folder structure if it does not exist. If the folder structure exists, the
current folder structure is overwritten.
After running the AZ Extraction utility, the adapter is extracted to %BMC_AR_SYSTEM_HOME%\irm\adapter.
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8.23.4 Generating keystore for CTSA adapter

Complete the following steps to prepare for adapter configuration.
To generate the keystore

1. Run the BRIMParamCollector utility to obtain the OpenServices_param.zip file in the BMC Identity
Management Suite.
For more information about generating the zip file, see the "Create the Open Services parameters zip file"
section of the BMC Identity Management Suite Configuration and Administration Guide.
2. Unzip the generated OpenServices_param.zip file to obtain the idmCertFileName file.
The OpenServices_param.zip file contains the following files:
os_Params.properties parameters file
(JBoss application server only) JBoss certificate file, which contains the server SSL public key, which
is referred as the idmCertFileName file
all_profiles.properties file, which contains all the ESS logon profiles and their respective Open
Services Unattended Administrator configured on the BMC Identity Management Suite. (This file is
useful when configuring BMC Remedy Identity Management in multitenancy mode.)
3. Create and export a new key pair and self-signed certificate using the keytool command.
This procedure enables the user to create a new self-signed certificate and export the same certificate to
allow the BMC Identity Management Suite applications to communicate with Identity Request
Management.
a. Create a folder called keystore on the computer where Identity Request Management is installed.
b. Navigate to the <ARSystemHomeFolder>\irm\adapter\ctsa\8.1.00\keystore folder.
c. Run the keytool command:
%JAVA_HOME%\bin\keytool -genkey -alias <yourCertAlias>

-keystore <keyStoreName>.keystore -keyalg <keyAlgorithm>
-sigalg MD5withRSA -storepass <yourPassword> -keypass <yourStorePassword>
-dname "CN= <fName> <lName>, OU=<orgUnit>, O=<org>, C=<country>"
The parameters are defined as follows:

<yourCertAlias> User's certificate alias name
<keyStoreName> Name of keystore file
<keyAlgorithm> Name of key algorithm (The name of the key algorithm should be RSA.)
<yourPassword> Keystore password
<yourStorePassword> User's password
<fName> User's first name
<lName> User's last name
<orgUnit> User's organizational unit
<org> User's organization or company
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Example
keytool -genkey -alias irm_client_servername

-keystore irm-client.keystore -keyalg RSA
-sigalg MD5withRSA - torepass password -keypass password
-dname "CN=IRM Client, OU=IdM, O=BMC Software, C=US"
d. (JBoss only) Perform one of the following actions:
(Microsoft Windows) Navigate to <ARSystemHomeFolder>\irm\adapter\ctsa\8.1.00\keystore

and enter the following command at a command prompt:
%JAVA_HOME%\bin\keytool -import -alias <idmCertAlias> -file
<idmCertFileName> -keypass <yourPassword> -keystore <yourkeystore>
-storepass <yourpassword>
(UNIX) Navigate to <ARSystemHomeFolder>/adapter/ctsa/8.1.00/keystore and enter the

following command at a command prompt:
$JAVA_HOME/bin/keytool -import -alias <idmCertAlias> -file
<idmCertFileName> -keypass <yourPassword> -keystore <yourkeystore>
-storepass <yourpassword>
<idmCertFileName> is the name of the certificate file, and JAVA_HOME is the full path of the
Java installation.
Example
keytool -import -alias jboss_ssl -file idmcertfile.cer -keypass
<password> -keystore irm-client.keystore -storepass <password>
e. When prompted, select the <idmCertFileName> as the trust certificate.
keytool -list -keystore
yourKeyStore -storepass yourPassword
4. Import the created certificate file to BMC Identity Management Suite.

a. Log on to the computer where the BMC Remedy AR System server is installed.
b. Copy the irmCertFileName certificate file from the
<ARSystemHomeFolder>\irm\adapter\ctsa\8.1.00\keystore folder to the computer where the BMC
Identity Management Suite is installed.
c. Log on to the computer where the BMC Identity Management Suite is installed.
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idm_tools keystore_idm -import
irmCertFilePath -alias yourCertAlias
d. When prompted, enter the BMC Identity Management Suite system password.
e. Restart BMC Identity Management Suite.
8.23.5 Configuring the system to work with JBOSS or WebSphere

You can prepare the system to work with a JBoss application server or with an IBM WebSphere application server.
To prepare the system to work with a JBoss application server
To prepare the system to work with a WebSphere application server
To install and configure WebSphere 6.1.x or 7.0 for BMC Service Request Management
To prepare the system to work with a JBoss application server

1. On the computer where BMC Identity Management Suite is installed, copy the JAR files from the following
folders:
For version 7.5.00:
<BMCIDMSuiteHomeFolder>\suite_sdk\lib\jboss
<BMCIDMSuiteHomeFolder>\suite_sdk\lib\common
For version 7.5.01:
<BMCIDMSuiteHomeFolder>\jboss-5.1.0.GA\client
<BMCIDMSuiteHomeFolder>\suite_sdk\lib\jboss
2. Paste the JAR files in the <ARSystemHomeFolder>\irm\adapter\ctsa\7.6.04\lib folder.
Note
For the CTSA Adapter to communicate with the BMC Identity Management Suite, the self-signed
certificates are used. These certificates are stored in the keystore on Identity Request
Management and the BMC Identity Management Suite. Because of a limitation from JBoss, if the
BMC Identity Management Suite is deployed on a JBoss 3.0.x application server, the password of
the keystore and the private key/certificate within the keystore should be the same. See
http://docs.jboss.org/jbossweb/3.0.x/ssl-howto.html.
To prepare the system to work with a WebSphere application server

Download and install the correct version of the WebSphere Application Pluggable Client.
BMC Identity Management Suite version
WebSphere Application Pluggable Client version
7.5.00 Service Pack 1
6.1.x or later
7.5.01
7.0
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To install and configure WebSphere 6.1.x or 7.0 for BMC Service Request
Management
1. Create a folder on the computer where BMC Service Request Management 8.1.00 is installed, such as
was_client.
2. In the folder that you created (for example, was_client), create the following subfolders:
lib
etc
properties
3. Copy the files listed in the following table:
Copy this file
From this folder
To this subfolder
DummyClientKeyFile.jks
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\etc
etc
DummyClientTrustFile.jks
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\etc
etc
sas.client.properties
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\properties
properties
ssl.client.properties
WEBSPHERE_PLUGGUABLE_CLIENT_HOME\properties
properties
4. Open the ssl.client.properties file that you copied in step 3 and change the value of the user.root property
to the folder that you created (for example, was_client).
5. Copy the files described in the following table (which shows was_client as the folder that you created in
step 1):
Copy this file
From this folder
To this subfolder
bootstrap.jar
WEBSPHERE_PLUGGUABLE_CLIENT
_HOME\lib
was_client\lib
j2ee.jar
_HOME\lib
was_client\lib
ibmcfw.jar
_HOME\java\jre\lib
was_client\lib
ibmorb.jar
_HOME\java\jre\lib
was_client\lib
ibmorbapi.jar
_HOME\java\jre\lib
was_client\lib
iwsorbutil.jar
_HOME\java\jre\lib\ext
was_client\lib
(Version 6.1.x only)

com.ibm.ws.emf_2.1.0.jar
_HOME\plugins
was_client\lib

com.ibm.wsspi.extension_6.1.0.jar
_HOME\plugins
was_client\lib

org.eclipse.*.jar all the jar files starting with org.eclipse
_HOME\plugins
was_client\lib
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Copy this file
From this folder
To this subfolder
(Version 7.0 only)

com.ibm.ws.emf.jar
was_client\lib
(Version 7.0 only)

com.ibm.wsspi.extension.jar
(Version 7.0 only)

com.ibm.ffdc.jar
(Version 7.0 only)

org.eclipse.*.jar all the jar files starting with org.eclipse
(Version 7.0 only)

com.ibm.ws.bootstrap.jar
_HOME\plugins
was_client\lib
_HOME\plugins
was_client\lib
_HOME\plugin
was_client\lib
_HOME\plugins
was_client\lib
_HOME\plugins
6. Open the armonitor.cfg (armonitor.conf) file from the following folders:
(Windows) <ARSystemHomeFolder>\conf
(UNIX) /etc/arsystem/hostName
7. Add the following option for the Java process of the plug-in options:
(Windows):
Dcom.ibm.CORBA.loginSource = none
Djava.util.logging.manager = com.ibm.ws.bootstrap.WsLogManager
Djava.util.logging.configureByServer = true
Djava.ext.dirs="JRE_HOME\lib\ext"
Dcom.ibm.CORBA.ConfigURL = "{was_client_folder}\properties\sas.client.props"
Dcom.ibm.SSL.ConfigURL="{was_client_folder}\properties\ssl.client.props"
(UNIX):
Dcom.ibm.CORBA.loginSource=none
Djava.util.logging.manager=com.ibm.ws.bootstrap.WsLogManager
Djava.util.logging.configureByServer=true
Djava.ext.dirs="JRE_HOME/lib/ext"
Dcom.ibm.SSL.ConfigURL="{was_client_folder}/properties/ssl.client.props"
Dcom.ibm.SSL.ConfigURL="{was_client_folder}/properties/ssl.client.props"
was_client_folder is the path where was_client folder exists, and JRE_HOME is the path where
JRE_HOME exists.
8. Copy the JAR files from the following folders to %JRE_HOME%/lib/ext:
<BMCIDMSuiteHomeFolder>\suite_sdk\lib\websphere
9. Copy the following files from the lib subfolder that you created in step 2 to %JRE_HOME%/lib/ext:
(WebSphere Application Pluggable Client 6.1.x):

com.ibm.ws.runtime_6.1.0.jar
(WebSphere Application Pluggable Client 7.0):
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com.ibm.ffdc.jar
com.ibm.ws.runtime.client.jar
10. Copy all of the JAR files from the lib subfolder that you created in step 2 to %JRE_HOME%/lib/ext.
8.23.6 Configuring Identity Request Management adapter information

For each adapter, defined parameters are required for the adapter to work. After the Adapter Extraction utility
runs (during the installation or post installation), the parameters and the values are stored as part of the
configuration.
You can change the defined parameters. When the Company - Site configuration is entered without the Site
information, the parameters defined are considered for all the Sites of the Company. When the Company - Site
configuration is entered with the Site information, the parameters defined are considered for the particular site.
To add a new company configuration
To update a company configuration
To delete a company configuration
To configure the adapter parameters
To change or delete adapter parameters for a company or a site
To add a new company configuration

1. On the Custom Configuration tab on the Application Administration Console, select Identity Request
Management > Adapter Configuration > Adapter Configuration.
2. Select an adapter ID from the first table.
3. Click Add Company - Site Configuration.
4. Enter information in the required fields, and click Save Company - Site Configuration.
To update a company configuration

2. Select the Company - Site you want to change from the second table and click Update Company - Site
Configuration.
3. Perform the required changes and click Modify Company - Site Configuration.
To delete a company configuration

2. Select the Company - Site to be deleted from the second table and click Delete Company - Site
Configuration.
3. Click Close.
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To configure the adapter parameters

1. In a browser, enter the following URL in the address bar:
http://<webServer>:<port>/arsys/
In this syntax, <webServer> is the fully qualified name of the BMC Remedy Mid Tier, specified in the format
2.
3.
4.
5.
6.
7.
8.
9.
serverName.company.com, and <port> is an optional port number, which is needed if the web server is not
on the default port (port 80).
Log on as the IRM Configuration Manager.
In the navigation panel of the Home Page, select Administrator Console > Application Administration
Console.
Choose Custom Configuration > Identity Request Management > Adapter Configuration, and double-click
the item to configure the details.
From the Available Adapters table, select the CTSA Adapter you installed.
The Company - Site configured for this adapter is displayed in the Adapters - Companies table.
To add a new company or site for the adapter, click Add Company-Site Configuration, and select the
Company and Site for which the adapter parameter must be configured.
The adapter parameters (as specified in the following tables) are displayed.
If you have not done so already, complete the steps in To prepare for adapter configuration.
To modify configuration values for the adapter parameters, click Configure Parameters.
Click Reload Configuration.
The following table lists the adapter parameters with the field names in the os_params.properties file:
Adapter parameter
Field name in
os_params.properties
file
Description
OS_SUITE_ADMIN
os_suite_admin
The Unattended Administrator user name that will be used to access the Open Services
Server
SUITE_URL
suite_url
The BMC Identity Management Suite URL. This configuration enables you to use the BMC
Identity Management Suite links within Identity Request Management. Log in to the
computer where BMC Identity Management Suite is installed. Use the idm_tools
suite_url command to locate and record the BMC Identity Management Suite URL
information. The suite URL should be in the following format:
https://<serverName>:<serverPort>/idm/suite/
riamAuthentication.do?
<serverName> is where the BMC Identity Management Suite is installed, and <serverPort> is
the port that is used to connect to the BMC Identity Management Suite.
OS_HOST
os_host
The host name ID or URL of the Open Services Server
OS_PORT
os_port
The port number used to connect to the Open Services Server
ESS_PROFILE
ess_profile
A file containing the parameters for connecting the BMC Identity Management Suite
back-end server applications (for example, Identity Open Services) to a specific installation
of BMC Identity Enterprise Security Station
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Adapter parameter
Field name in
os_params.properties
Description
file
ESS_LOGIN_ID_FIELD_NAME
The full field name of the keyword that is to be used as a logon ID in BMC Identity Enterprise
SecurityStation (ESS).This parameter is added to support any field in the Person entity to be
used as logon ID. Make sure that the index key is specified for the field to be used as a logon
ID in ESS and mention the same index key as a value for the _ 99_LOGIN_ID_FIELD_NAME
field under System > Global Parameters > ESS Login.
Note:If ESS_LOGIN_ID_FIELD_NAME is not set to a user ID, then the web launcher for all
IRM services will not work.
The following table lists the adapter parameters without the field names in the os_params.properties file:
Adapter parameter
Description
KEY_NAME
The alias of the private key in the client keystore, for example, - irm_client_servername
KEYSTORE_PASSWORD_LOCATION
The relative path from the Identity Request Management home folder to the location of the keystore
password file for the client keystore. Create this text file, and include the password in clear text. (Make sure
that the keystore password and the private key/certificate within the keystore are the same.)
KEYSTORE_LOCATION
The relative path from the Identity Request Management home folder to the location of the keystore file to be
used for the communication with BMC Identity Management Suite applications using the trusted
authentication method
PERSON_MAPPING_METHOD
The mapping type of the ITSM person to the Identity Management person. Specify the following values:
GUID The Instance ID of the person, which is used to map the person to the back end
LOGIN_ID The logon ID of the ITSM person, which is used to identify the person in the back end
J2EE_HOST_TYPE
Specifies the application server that will host the BMC Identity Management Suite. Depending on the
supported application server, enter JBOSS or WEBSPHERE.
To change or delete adapter parameters for a company or a site

2. Select the Company - Site for which you want to change the parameters from the second table.
On the third table, you will see the parameters and their values.
3. Click Configure Parameters.
A table appears and lists different parameters, their default values, and new values (if changed).
4. Enter the new value or delete the unwanted values in the New Value column.
5. Click Save Parameters.
Note
When a value is deleted from the table, the value of the corresponding parameter is derived from
the Default value.
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8.23.7 Reloading the adapter configuration

The Reload Configuration button is available when any modifications are made on the Adapter Configuration and
the current state needs to be synchronized.
To reload configuration on the Adapter Configuration

2. Click Reload Configuration after any modifications.
Note
Ensure that the following message appears after you click Reload Configuration:
IRM160095I: Configuration has been reloaded. (ARNOTE 160095)
8.23.8 Defining entitlement policies for BMC Identity Request Management

services
By default, all Identity Request Management services are offline. You must define the appropriate entitlement
policy for an Identity Request Management service before you turn it online.
For information about defining an entitlement policy for a service, see Configuring entitlement.
For information about turning a service online, see Restoring the SRD to the Online state.
8.23.9 Adding customized fields to the People vendor form on ESS

If you add ESS customized fields of data type character, integer, or selection list to People vendor form in Identity
Request Management, you must configure the Identity Request Management plug-in and map the fields to the
ESS keywords.
Note
Get and Set actions are supported. Create is not supported.
To add ESS customized fields to the People vendor form in Identity Request
Management
2.
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2. Rename the existing Identity Request Management plug-in jar files:

Rename iamplugin.jar to iamplugin.jar.org. This file is located in
%BMC_AR_SYSTEM_HOME%/pluginsvr/iam.
Rename iamcommon.jar to iamcommon.jar.org. This file is located in
%BMC_AR_SYSTEM_HOME%/pluginsvr/iam.
3. In the ARSystemHomeFolder/pluginsvr/pluginsvr_config.xml file, add <userDefined> tag entries with the
correct path to the Identity Request Management home folder.
<userDefined>
<irm_home>%BMC_AR_SYSTEM_HOME%</irm <irm_home>
</userDefined>
4. Find plug-in entries for RMDY.FILTER.IDM.PLUGIN.AGNOSTIC and RMDY.ARDBC.IDM.PLUGIN.AGNOSTIC

plug-ins, and add the <userDefined> tag entries before the </plugin> tag for each.
Following is an example file:
<plugin>
<type>FilterAPI</type>
<name>RMDY.FILTER.IDM.PLUGIN.AGNOSTIC</name>
<code>JAVA</code>
<filename>C:\Program Files\BMC Software\ARSystem\machine1\pluginsvr\iam\iamplugin.jar</filename>
<classname>com.bmc.remedy.idm.brim.core.plugin.filterapi.IdmFilterAPI</classname>
<pathelement type="path">C:\Program Files\BMC
Software\ARSystem\machine1\pluginsvr\iam</pathelement>
<userDefined>
<irm_home>C:\Program Files\BMC Software\ARSystem\machine1\irm</irm_home>
</userDefined>
</plugin>
<plugin>
<type>ARDBC</type>
<name>RMDY.ARDBC.IDM.PLUGIN.AGNOSTIC</name>
<code>JAVA</code>
<filename>C:\Program Files\BMC
Software\IdentityRequestManagement\vw-pun-rem-qa65\plugin\iamplugin.jar</filename>
<classname>com.bmc.remedy.idm.brim.core.plugin.ardbc.IdmARDBCPlugin</classname>
<pathelement type="path">C:\Program Files\BMC
Software\ARSystem\machine1\pluginsvr\iam</pathelement>
<userDefined>
<irm_home>C:\Program Files\BMC Software\ARSystem\machine1\irm </irm_home>
</userDefined>
</plugin>

6. For each customized field you add to the Person vendor form, create a mapping with the backend ESS
keywords.
For character and numeric data types:
a. Add a character type field to the Person form.
b.
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b. Select the field.

c. In the Properties tab, select the Column property, and enter the ESS field name's value (not the field
label).
For field selection data types:
d. Add Selection field with values to the Person form.
e. Select the field.
f. In the Properties tab, select Column, and enter the ESS field name's value (not the field label).
7. Double-click Selections, and note the selection values and IDs.
8. Create a csv file in the ARSystemHomeFolder/irm/adapter/adapterName/version/ folder. In the file, add the
following information for each value:
The ESS field name (as specified in the Column property)
The selection ID
The selection value on the ESS server.
The format for each line is:
ESSFieldName,selectionID,selectionValue
For example, you might create a file called PersonAttributes.csv where you add the following lines
for the Employee Type field (which is mapped to the emp_type field on the ESS server):
emp_type,0,Employee
emp_type,1,Contractor
emp_type,2,Vendor
The PersonAttributes.csv file is case-sensitive when used with the plug-in. Use the same csv file to
configure all new selection fields on the Person form.
9. After creating the new keyword in ESS and new field in Vendor form, restart ESS and the Identity
Management Suite. Then, flush the mid tier cache and browser cache.
Any time that you make any changes to selection data in the adapter configuration or in the csv file,
stop the plug-in server, flush the midtier cache, clear browser cache, and re-start plugin server.
While searching through the vendor form for a person, specify the value for the Locale field.
After you set and save any values for a customized field in the vendor form, the changes are not
reflected immediately. To view the updated value in the vendor form, perform a new search.
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9 Upgrading
This section discusses upgrading BMC Service Request Management.
Upgrade process overview
Preparing to upgrade
Importing sample data when upgrading
Upgrading BMC Service Request Management
Completing an upgrade
Upgrading Data Visualization modules
Upgrading the Product Ordering PDT
Reconciling custom AIF workflows
Exporting and importing data between different versions of the application
After upgrading the application on a stack other than 8.1
You can go to the BMC Remedy IT Service Management documentation space for an end-to-end process for the
following upgrade paths:
Upgrading with overlays already present
Upgrading without overlays already present
9.1 Upgrade process overview

The following table outlines the general upgrade process for BMC Service Request Management.
Note
on your computer.
Step
Operation
Comments
Review the compatibility

matrix, and ensure that
BMC Service Request
Management is
compatible with your
system.
The compatibility information listed in the product documentation is subject to change. For the latest, most
complete information about what is officially supported, see the compatibility matrix at
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Step
Operation
Comments
Check the websites of the
BMC does not support platforms that are no longer supported by the vendor. Carefully read the system
suppliers of the platforms

in use at your site to verify
requirements for your particular operating system, especially the patch requirements.
that they are still

supported.
3
Review the BMC Remedy

AR System, BMC Atrium
If you are installing or upgrading AR System, BMC Atrium CMDB, or any supporting BMC Remedy ITSM
applications, read the information about their system requirements carefully (for example, prerequisites for your
CMDB, and any

supporting BMC Remedy
underlying database) before you start installing BMC Service Request Management. Ensure that the BMC
Remedy AR System server meets the minimum hardware requirements described in AR System hardware
ITSM application
requirements.
requirements Installing applications onto an underpowered server can result in unexpected system behavior,
which can include installation errors, slow response time, and sudden application stoppages.
Review Known issues and

workarounds for BMC
For updated installation prerequisites, including BMC Remedy AR System server and application patches, see
Service Request
Management.
5
(Upgrades from BMC

Service Request
Management 2.2.00 SP4
only) Run the BMC
Service Request
Management Navigation
Catalog utility.
This utility detects specific conflicts with the category information defined in BMC Service Request Management
2.2.00 SP4. These conflicts could cause the categories to be migrated incorrectly. To obtain the utility, go to the
Knowledge Base on the Customer Support website (http://www.bmc.com/support), search for 20026335, and
perform the steps listed in the BMC Service Request Management Navigation Catalog utility article.
Document the application

workflow you have
disabled.
Application workflow is overwritten and re-enabled during an upgrade installation.
Export your application

customizations to ARX
and DEF files.
If you encounter installation problems, this enables you to preserve customizations you have made to the
application. During an upgrade installation, UI view changes will revert back to the original layout.
Back up the BMC Remedy

AR System database.
Do not skip this important step, which enables you to restore BMC Remedy AR System to its preinstallation state
if you encounter problems.
Review and complete the

appropriate
preinstallation
procedures.
See the following topics:
upgrade the following

products and add their
licenses:
Add the BMC Remedy AR System server license immediately after the BMC Remedy AR System installation. Then,
add the BMC Atrium Core application licenses. (The Atrium Integration Engine and Atrium CMDB licenses are
automatically added by the BMC Atrium CMDB installer.) Then, proceed with the BMC Atrium CMDB installation.
Install the Approval Server before installing BMC Asset Management or BMC Change Management. If you are
installing multiple BMC Remedy ITSM applications, install the Approval Server only once.
Install the Assignment Engine before installing BMC Remedy ITSM applications. If you are installing multiple BMC
Remedy ITSM applications, install the Assignment Engine only once.
10
1. If not already
installed, install the
following products:
BMC
Remedy
Action
Request

For more information, see Planning BMC Remedy AR System installation in an enterprise environment and the
BMC Atrium Core installation documentation.
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Step
Operation
Comments
System (AR
System)
server
BMC
Remedy
Approval
Server
BMC
Remedy
Assignment
Engine
2. Add the BMC

Remedy AR System
server license.
3. Install BMC Atrium
CMDB and BMC
Product Catalog.
(The installer
automatically add
its licenses.)
4. Add the
BMC:Financial
Mgmt Application
license (for
Foundation).
11
(Optional) If you want to

enable full text search
(FTS), add an FTS license.
For information about licensing, see Application licenses.
12
Activate the BMC Service

Request Management
application license
(BMC:SR Mgmt
Application). Activate the
licenses for the following
optional applications:
For information about licensing, see Application licenses.
BMC Remedy ITSM

applications
BMC Service Level
Management
BMC Knowledge
Management
13
(Upgrades from BMC

Service Request
Management 2.2.00 SP4
only) Install patch 003 (or
later) for BMC Service
Request Management
2.2.00 SP4.
Before installing BMC Service Request Management 8.1.00, you must first upgrade version 2.2.00 SP4 to patch
003 or later. For information about downloading patches, see Downloading service packs.
14
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Step
Operation
Comments
For HP-UX and Linux
You might have operating system configuration issues in you install directly from a DVD. In some cases, the DVD
systems, configure the

operating system to allow
mount causes long file names from the DVD to fail.
long file names to be read

and copied.
15
Ensure that no application

is using port 12333.
The installer uses port 12333.
16
Install BMC Service

Request Management and
See Installing BMC Service Request Management.
any other BMC

applications.
Note: If you previously installed any BMC Remedy ITSM applications, install the latest patches before you install
BMC Service Request Management. When you upgrade BMC Service Level Management and BMC Service
Request Management, you might receive error messages that look similar to this:
[ERROR][Wed Dec 1 11:23:42.245] ImportFileNode- ARImport() for
"INTEG_SLMSRS_SLM%Measurement2.def" returned non-zero return code 2
[ERROR][Wed Dec 1 11:23:42.245] ImportFileNode- 168 Error with one of the
field/assignments in the set filter/active link/escalation definition SLM:Measurement
[WARNING][Wed Dec 1 11:23:42.255] ImportFileNode- 311 Field ID is not related to this
form 1000003009
If you encounter these error messages, re-import the failed definition file after you upgrade BMC Service Level
Management and BMC Service Request Management to version 8.1.00. (Select the Overwrite option.) For
information about downloading patches, see Downloading service packs.
17
Install online Help.
See Installing help
18
Ensure that application

users have the correct
permissions.
See User Permissions.
19
Perform post-installation
activities.
See Configuring after installation.
20
If you are upgrading from

an earlier version of BMC
Remedy IT Service
Management (BMC
Remedy ITSM)
Read the information provided in Configuring after installation to determine if you need to run any of the
post-upgrade update jobs.
9.2 Preparing to upgrade

Important
If you are upgrading any combination of BMC Remedy IT Service Management, BMC Service Level
Management, and BMC Service Request Management, use the following upgrade sequence:
1. BMC Remedy IT Service Management
2. BMC Service Request Management
3.
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3. BMC Service Level Management

But if you are upgrading from BMC Service Level Management 7.5 or earlier, use the following sequence
(due to a known integration issue):
1. BMC Remedy IT Service Management
2. BMC Service Level Management
3. BMC Service Request Management
Note
Review the group IDs of any custom groups that you created. Make sure that none of them fall within
the group IDs that are reserved by BMC Remedy AR System. Otherwise, you will not be able to
successfully import the sample data.
The application installer supports the following upgrades:

BMC Service Request Management version 2.2.00 P3 (and later versions) to version 8.1.00 (and later
versions)
BMC Service Request Management 7.6.04 SP1 (and later versions) to version 8.1.00 (and later versions)
To upgrade BMC Service Request Management 2.2.00, you must first install BMC Service Request Management
2.2.00 P4 (or later versions) and then install BMC Service Request Management 8.1.00 (and later versions).
To prepare for upgrade
1. Back up the BMC Remedy AR System database.
2. Export your existing BMC Service Request Management data. For more information, see Exporting SRDs,
PDTS, and supporting data.
3. If you performed customizations, create overlays or custom objects to preserve them; otherwise, the
upgrade overwrites them.
For detailed instructions, see Upgrading without overlays already present.
4. Back up any workflow customization before upgrading to BMC Service Request Management 8.1.00.
Workflow is overwritten during an upgrade installation.
Export any customizations before the upgrade installation.
Note
As a best practice, adopt a naming convention (such as a prefix for workflow) for your
customizations so that you do not use the same names that BMC Service Request
Management uses.
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5. Back up user interface modifications customizations you made to form views.

Fields you added to a form are not deleted during the upgrade.
User interface changes you made revert to the original layout.
As a best practice, generate a copy of a current view and make your changes to that view. During an
upgrade, your changes are not overwritten.
6. Make a list of the workflow objects that you disabled in your current BMC Service Request Management
application.
Those workflow items are re-enabled during the upgrade if the workflow object is part of application
workflow.
Note
The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>,
in the Description field of SRDs is not supported. If the description of your existing SRDs contain
these HTML tags, you must manually remove them after upgrade.
9.3 Importing sample data when upgrading

Before starting to install or upgrade BMC Service Request Management, set the BMC.Asset data set accessibility
to "writable". This is required if you want to import the sample data during installation. If you do not do this, an
error is generated when the BMC Service Request Management installer attempts to import the sample data.
If you change the data set before installing or upgrading, you do not need to import the data manually. If the data
set is not changed before installing or upgrading, you see error messages in the logs stating that the sample data
was not imported. Then you must update the data set manually and import the ARX files.
The following ARX files are imported into BMC Atrium CMDB forms:
Sample_BaseRelationship.arx Copies records into the BMC.CORE:BMC_BaseRelationship form
Sample_BMC_Component.arx Copies records into the BMC.CORE:BMC_Component form
Sample_BMC_ServiceOffering.arx Copies records into the BMC.CORE:BMC_ServiceOffering form
Sample_BusinessServices.arx Copies records into the AST:BusinessService form. (While this is not part of
the BMC.ASSET data set, it might result in data being pushed into the data set.)
Sample_RequestableOffering.arx Copies records into the BMC.CORE:BMC_RequestableOffering form
9.4 Upgrading BMC Service Request Management

The BMC Service Request Management installer enables you to upgrade BMC Service Request Management
features in your IT environment.
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Note
During installation, the Multi-tenancy Workflow Customization Information panel appears under the
following conditions:
You previously installed the 8.1 versions of BMC Remedy IT Service Management and BMC Service
Level Management.
You are installing BMC Service Request Management on a primary server in a server group.
You are installing BMC Service Request Management on a stand-alone AR System server.
9.4.1 Running the installer multiple times

When you start the installer, you can choose one or more features to upgrade at one time. Because certain
applications depend on a specific set of features, you might need to run the installer multiple times to upgrade all
of the features in BMC Service Request Management. For example, you can perform the following actions:
Re-run the installer multiple times to install additional language packs.
Apply the multi-tenancy update after you customized the multitenancy model and reconciled the
customizations.

Apply the SRM (BMC:SR Mgmt Application) and Financial Management (BMC:Financial Mgmt Application) licenses
to the AR System server before you start installation.
9.4.3 To install BMC Service Request Management

Recommendations
To reduce installation time significantly, do not install the products over the wide area network
(WAN).
If you are upgrading both BMC Remedy IT Service Management and BMC Service Request
Management to 8.1, upgrade BMC Remedy IT Service Management first so that the foundation
components are upgraded only once.
To avoid configuration problems, accept the default values displayed in the installer unless you
have a valid reason to modify them.
1. Download the BMC Service Request Management installer from the BMC Electronic Product Distribution
(EPD) website, or navigate to the installation directory on the DVD.
2.
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4. Start the installer.

When installing the application on UNIX, BMC recommends performing the installation as a root
user. However, you can perform the installation as a non-root user. If you choose to install the
application as a non-root user, you must log in to the UNIX system under the same UNIX user ID that
was used to install BMC Remedy AR System.
Note
If you are running Windows 2012, do not run setup.exe to start the installer (due to an
incompatibility problem). Run setup.cmd instead, or run setup.exe in interface mode (with
the i command-line option).
a. In the lower-right corner of the Welcome panel, click Next.

b. Review the license agreement, click I agree to the terms of license agreement, and then click
Next.
c. On the BMC Remedy AR System User Inputs panel, perform the following actions:
i. Verify that the administrator name and password are correct.
Modify them as needed.
ii. Review the default installation directory.
Navigate to the directory in which you want to install BMC Service Request
Management. The default locations are C:\Program Files\BMC
Software\BMCServiceRequestManagement (Windows) and
/opt/bmc/BMCServiceRequestManagement (UNIX or Linux).
iii. Click Next.
d. On the Overlay Information panel, perform the following actions:
i. Review the important information provided.
Warning
If you performed customizations that are not in an overlay or custom object
and you want to preserve them, click Cancel to stop the upgrade. After you
created overlays or custom objects, start the upgrade.
ii. If you did not perform customizations or you do not want to preserve them, select the
check box to accept the agreement.
The installer overwrites all customizations during the upgrade.
e.
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e. Click Next.
The Multi-Tenancy Workflow Customization Information panel is displayed if you met all the
conditions.
f. Review the following multitenancy options carefully. Depending on the conditions, you might
see three different sets of questions and corresponding options.
Question
Description
Options
Did you customize

the multi-tenancy
model for any of
the installed
applications?
You always see this question the

first time that you run the
installer.
Click Yes if you customized the multi-tenancy model. The

update is not applied.
Click No to apply the update, because you did not
customize the model.
Did you reconcile

the
customizations?
You see this question because

you previously indicated there
were multi-tenancy model
customizations.
Click Yes to apply the update if you reconciled the

customizations.
Click No to defer the multi-tenancy updates to a later
time. You must first reconcile your customizations to the
multi-tenancy model. You can then re-run the installer to
apply the multi-tenancy update. Or you can manually
apply the multi-tenancy updates. For more information,
see Update to the multi-tenancy model.
Click Yes to apply the update now.
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Question
Description
Applying the
You only see this question if you
Multi-Tenancy
service pack takes
have hit the threshold of more

than 20,000,000 records. If you
a significant
amount of time. Do
do not hit the 20,000,000

record threshold, the message
you want to apply

it now?
does not appear.
Options
Click No to apply the update later.
g. Click Next to continue with the installation.

If the utility encounters any errors, you must fix the underlying problems before you
can manually run the multi-tenancy utility later.
If you do not see any errors, the multi-tenancy update is successful.
For more information, you can review the records in the SHARE:Application_Properties
form.
The installer validates your inputs, and then the Installation Preview panel appears,
listing the product and product features that will be installed. You are nearly finished
with the BMC Service Request Management upgrade.
h. Click Install.
After post-installation cleanup, a summary of the installation appears.
i. Click View Log to review the SEVERE error messages or warnings in the product installer log.
See whether errors are due to network, host, or other environment-related issues. You can
view a log file of the installation:
C:\Users\<installUser>\AppData\Local\Temp\bmcsrm_install_log.txt
j. Close the log when you finish.
k. Click Done to exit the BMC Service Request Management installer.
l. After completing the BMC Service Request Management upgrade, flush the Mid Tier cache.
m. Manually delete the PluginsCache from the Mid Tier:
i. Stop your web service (for example, Tomcat).
ii. Navigate to the <ARSystemInstall>\ARsystem\midtier\PluginsCache folder.
iii. Delete the contents from it.
iv. Restart the web service.
Note
For more information on the Mid Tier PluginsCache, see KBKA382464.
9.5 Update to the multi-tenancy model

Note
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The update to the multi-tenancy model is not supported if BMC Service Request Management is
installed by itself as a stand-alone product, or if BMC Service Request Management is installed on a
mixed-version stack.
For more information, see Installing and upgrading on a mixed-version stack.
The multi-tenancy update utility is integrated with the BMC Remedy IT Service Management suite and application
installers. You can also start the multi-tenancy update utility manually in the following situations:
To install the update later, after the upgrade finishes (the installer gives this option if your environment has
more than 20 million records)
To run the multi-tenancy updates against the migrated delta data
To restart the update utility, if data errors cause the utility to stop running (you must troubleshoot the data
errors before restarting the update utility)
Note
A description of what the update to the multi-tenancy model does is available in the What's new section.
This section contains information about the following topics:

Installation process flow
Multi-tenancy model customizations overwritten by the multi-tenancy update
Reconciling customizations to the multi-tenancy model
Managing the multi-tenancy update
Starting the multi-tenancy update utility manually
After installing the multi-tenancy update

Troubleshooting the multi-tenancy update
Migrating delta data after an upgrade
9.5.2 Multi-tenancy model customizations overwritten by the

multi-tenancy update
Some types of multi-tenancy model customizations are overwritten by the multi-tenancy update. This topic
describes common multi-tenancy model customizations and whether they are overwritten by the update.
Notes
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Customization of the multi-tenancy model is rare. In the majority of installations, customization of the
multi-tenancy model has not occurred.
If your customization is overwritten by the update, you must reconcile the customization before you run
the update. Reconciling the customization preserves it from being overwritten by the update.
This topic contains the following information:

Customizations that are overwritten by the multi-tenancy update
Customizations and changes to the multi-tenancy model not overwritten by the update
Forms and fields overwritten by the multi-tenancy update
Related topic
The multi-tenancy update SQL scripts revise the row level security data in the Assignee Group field (Field ID 112)
and the Vendor Assignee Group field (Field ID 60900). See Forms overwritten by the multi-tenancy update for a
list of the forms on which these fields are updated.
Customizations that are overwritten by the multi-tenancy update

The following list describes the types of customizations to the out-of-the-box multi-tenancy model that are
overwritten when the update is applied.
Note
If you performed any of the customizations listed in this section, see Reconciling customizations to the
multi-tenancy model for instructions about how to preserve your customizations. Do that work before
you apply the multi-tenancy update.
You disabled the out-of-the-box workflow that sets data in the Vendor Assignee Group field (Field ID
60900) on any of the forms listed in Forms on which Vendor Assignee Group field is updated.
Note
This is a common customization that you typically make when you are not using the Vendor
Assignee multi-tenancy model for Incident Management. Disabling this workflow leaves the
Vendor Assignee Group null.
Following are examples for the Incident, Change, Release, Problem, Known Error, and Task forms.
Example
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On the Incident form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Assigned Support Company (Field ID 1000000251) and Owner Support Company (Field ID
1000000426) permission groups. The following filters control this workflow:
HPD:INC:UpdateGroupList_561_AssignedSupportCompany_Remove
HPD:INC:UpdateGroupList_561_OwnerSupportCompany_Remove
HPD:INC:UpdateGroupList_562_AssignedSupportCompany_Add
HPD:INC:UpdateGroupList_562_OwnerSupportCompany_Add
HPD:INC:UpdateGroupList-ReinitializeVendor-G_566
Example
On the Change form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Change Manager Support Company (Field ID 1000000251), Change Coordinator Support Company
(Field ID 1000003228) and Change Implementer Support Company (Field ID 1000003254) permission
groups. The following filters control this workflow:
CHG:CRQ:UpdateGroupList_ManagerSupCompany_Add
CHG:CRQ:UpdateGroupList_ManagerSupCompany_Remove
CHG:CRQ:UpdateGroupList_AssigneeSupCompany_Add
CHG:CRQ:UpdateGroupList_AssigneeSupCompany_Remove
CHG:CRQ:UpdateGroupList_ImplementerSupCompany_Add
CHG:CRQ:UpdateGroupList_ImplementerSupCompany_Remove
CHG:CRQ:UpdateGroupList-ReinitializeVendor-G
Example
On the Release form, the out-of-the-box workflow sets the Vendor Assignee Group to use the Release
Coordinator Support Company (Field ID 1000000251) permission group. The following filters control
this workflow:
RMS:RLM:UpdateGroupList_ManagerCompany_Add
RMS:RLM:UpdateGroupList_ManagerCompany_Remove
RMS:RLM:UpdateGroupList-CompanyReinitializeVendor-G
Example
On the Problem form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Problem Coordinator Support Company (Field ID 1000000834) and Problem Assigned Support
Company (Field ID 1000000251) permission groups. The following filters control this workflow:
PBM:PBM:UpdateGroupList_560_SupportCompanyPbmMgr_Remove
PBM:PBM:UpdateGroupList_561_AssignedSupportCompany_Remove
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PBM:PBM:UpdateGroupList_562_SupportCompanyPbmMgr_Add
PBM:PBM:UpdateGroupList_563_AssignedSupportCompany_Add
PBM:PBM:UpdateGroupList-ReinitializeVendor-G_566
Example
On the Known Error form, the out-of-the-box workflow sets the Vendor Assignee Group to use the
Problem Coordinator Support Company (Field ID 1000000834) and Problem Assigned Support
Company (Field ID 1000000251) permission groups. The following filters control this workflow:
PBM:PKE:UpdateGroupList_560_SupportCompanyPbmMgr_Remove
PBM:PKE:UpdateGroupList_561_AssignedSupportCompany_Remove
PBM:PKE:UpdateGroupList_562_SupportCompanyPbmMgr_Add
PBM:PKE:UpdateGroupList_563_AssignedSupportCompany_Add
PBM:PKE:UpdateGroupList-ReinitializeVendor-G_566
Example
On the Task form, the out-of-the-box workflow sets the Vendor Assignee Group to the value from the
Task's Parent record as well as the Task Assignee Company (Field ID 1000000251) permission group.
The following filters control the workflow that sets the Vendor Assignee Group to the Task Assignee
Company permission group:
TMS:TAS:UpdateGroupList_560_Company
TMS:TAS:UpdateGroupList_560_Company_Continue
You changed the out-of-the-box workflow that sets data in the Assignee Group field (Field ID 112) on any
of the forms listed in Forms on which the Assignee Group field is updated.
Example
On the Incident form, the out-of-the-box workflow sets the Assignee Group to use the permission
group of the following Company fields:
Contact Company (Field ID 1000000082) This is the Customer Company.
Direct Contact Company (Field ID 1000005781) This is the Contact Company.
Company (Field ID 1000000001) This is the Location Company or Process Company as it
drives Categorizations and is located within the Categorizations tab on the form.
The following filters control this workflow:
SHR:SHR:UpdateGroupList-ContactCompany-G_550 On submit, this filter sets Field ID 112 to
the Contact Company permission group.
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HPD:INC:UpdateGroupList_552_Company-G On submit, this filter appends the Company

permission group to Field ID 112.
HPD:INC:UpdateGroupList_562_DirectContactCompany_Add On submit, this filter appends
the Direct Contact Company permission group to Field ID 112.
If you customized the multi-tenancy model for Incident Management, you might also have made
changes to this workflow, added workflow, or both, to append additional permission groups to Field
ID 112.
Note
If you need to search for filters to determine whether a customization was made to this workflow,
most filters that update Field ID 112 or Field ID 60900 in BMC Remedy ITSM applications contain
the phrase 'UpdateGroupList' in their filter names.
You disabled the out-of-the-box workflow that sets data in the Assignee Group field (Field ID 112), which
leaves it null, on any of the forms listed in Forms on which the Assignee Group field is updated.
You changed the out-of-the-box workflow that sets data in the Vendor Assignee Group field (Field ID
60900) on any of the forms listed in Forms on which Vendor Assignee Group field is updated.
If you performed the following work on any of the forms that are modified by the multi-tenancy update,
you must manually update those forms:
Added a new dynamic group field to an out-of-the-box form
Added workflow to populate this new dynamic group field
Added this new dynamic group as a permission to Field ID 1.
Note
This work must be done after you install the multi-tenancy update. For a description of the
manual updates that you need to perform, see After installing the multi-tenancy update.
Customizations and changes to the multi-tenancy model not overwritten by the

update
None of the following work is overwritten by the multi-tenancy update:
If you added a new, custom dynamic group field to a form (for example, fields 60000 to 60999) and used
custom workflow to set it, the multi-tenancy update does not overwrite the customization.
If you removed any existing out-of-the-box dynamic group permissions from Field ID 1 on an existing
out-of-the-box form, the multi-tenancy update does not overwrite the customization. The update only
amends the Base layer of the form; it does not update the Overlay layer.
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If you removed an existing out-of-the-box dynamic group permission from Field ID 1 on an existing
out-of-the-box form and you left the corresponding out-of-the-box Dynamic Group group field on the
form, the multi-tenancy update amends the data within the existing Dynamic Group field. However,
because the dynamic group permission was removed from Field ID 1, the data update does not affect the
customization.
The Tenancy Mode of the system was set to either the multi-tenancy or Single-Tenancy value in the
System Settings form.
New Companies or Support Group data, or both, were added to the system.
Forms and fields overwritten by the multi-tenancy update

This section contains the following information:
Forms on which the Assignee Group field is updated
Forms on which the Vendor Assignee Group field is updated
Forms amended by the multi-tenancy update
Forms on which the Assignee Group field is updated

The Assignee Group field (Field ID 112) is updated on the following forms:
Note
The multi-tenancy update utility does not update Field 112 on the HPD: Help Desk form. There were no
issues related to Field ID 112 on this form.
List of forms
AAS:Activity
AAS:AuditLogSystem
AAS:WorkInfo
AST:AssetCost
AST:AssetCostDepreciationHeader
AST:AssetLease_
AST:AssetMaintenance_
AST:AssetSoftware_
AST:AssetSupport_
AST:AssetWarranty_
AST:AuditLogSystem
AST:CILifeCycleStatus
AST:Contract_Contact_Dlg
AST:Impacted Areas
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AST:Inventory Transactions
AST:InventoryQuantity
AST:LicenseCertificateProductAssociation
AST:LicenseJobAssociation
AST:LicenseJobSchedules
AST:LicenseMgmtException
AST:LicenseMgmtRunCertificateAssociation
AST:LicenseMgmtRunSummary
AST:OutageLog
AST:PurchaseLineItem
AST:PurchaseRequisition
AST:PurchaseRequisitionAttachments
AST:PurchaseRequisitionWorkLog
AST:Schedule Criteria
AST:WorkLog
CBK:ChargeBack
CBK:ChargeBackStatusMessages
CBK:ConfigCBKTimePeriods
CBK:GenerateChargeBackStatus
CBK:TimePeriods
CFG:Decision Tree-Branch
CFG:Reminders
CHG:Associations
CHG:ChangeRequest_AuditLogSystem
CHG:ChangeRiskFactors
CHG:Impacted Areas
CHG:Infra. Change Effort Log
CHG:Infrastructure Change
CHG:WorkLog
CTM:AuditLogSystem
CTM:CFG-ApplicationPreferences
CTM:Login ID
CTM:People Attributes
CTM:People Benefit Info
CTM:People Education
CTM:People HR Attendance Mgmt
CTM:People HR Time Management
CTM:People IT Skills
CTM:People Permission Groups
CTM:People Template
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CTM:People Template PG
CTM:People Template SG
CTM:People Travel Profile
CTM:People Wallet
CTM:People WorkLog
CTM:People_Template_SFR
CTM:Support Group Alias
CTM:Support Group Assignments
CTM:Support Group Association
CTM:Support Group On-Call
CTM:SupportGroupFunctionalRole
CTR:AuditLogSystem
CTR:Contract_Relationship
CTR:ContractBase
CTR:GenericContract_
CTR:Rights_Granted
CTR:Terms_Conditions
CTR:WorkLog
FIN:ConfigRules
FIN:Payments
HPD:Associations
HPD:Help Desk Assignment Log
HPD:HelpDesk_AuditLogSystem
HPD:Impacted Areas
HPD:Template Associations
HPD:WorkLog
NTE:Notifier
NTE:Notifier Log
PBM:Costs
PBM:Impacted Areas
PBM:Investigation Associations
PBM:Investigation Effort Log
PBM:Investigation WorkLog
PBM:Known Error
PBM:Known Error Associations
PBM:Known Error WorkLog
PBM:Problem_AuditLogSystem
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PBM:Solution DB Alias
PBM:Solution DB Associations
PBM:Solution WorkLog
RKM:ArticleHistory
RKM:Associations
RKM:DecisionTreeTemplate
RKM:Feedback
RKM:HowToTemplate
RKM:KAMBusinessService
RKM:KAMCompany
RKM:KAMOperationalCat
RKM:KAMOrganization
RKM:KAMProductCat
RKM:KAMResolutionData
RKM:KAMSite
RKM:KnowledgeArticleManager
RKM:KnownErrorTemplate
RKM:ProblemSolutionTemplate
RKM:ReferenceTemplate
RKM:SearchHistory
RKM:SearchHistory_Company
RKM:SearchHistory_OperationalCategorization
RKM:SearchHistory_OrganizationDepartment
RKM:SearchHistory_ProductCategorization
RKM:SearchHistory_Service
RKM:SearchHistory_SiteRegion
RKM:SearchHistory_Source
RKM:SearchHistory_VisibilityGroup
RKM:SessionRecordings
RKM:SRMViewHistory
RKM:UpdateRequests
RKM:VisibilityGroupAndCompany_Article
RKM:WatchList
RMS:Associations
RMS:AuditLogSystem
RMS:Release
RMS:ReleaseManifestAssociation
RMS:WorkLog
SLM:GoalSchedule
SLM:Measurement
SLM:MeasurementChild
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SLM:PenaltyRewards
SLM:TeamMeasurement
SLM:UDA_AttachmentAssociations
SRD:ServiceRequestDefinition_DispProp
SRD:WorkInfo
SRM:AppTemplateBridge_DispProp
SRM:Categories_DispProp
SRM:ProcessDefinitionTemplate_DispProp
SRM:Request
SRM:RequestInterface_Create
SRM:Survey
SRM:WorkInfo
TMS:AuditLogSystem
TMS:ConfigPhaseManagement
TMS:ParentApplicationObject
TMS:ParentApplicationTemplate
TMS:Relationships
TMS:SummaryData
TMS:Task
TMS:TaskEffort
TMS:TaskGroup
WOI:Associations
WOI:WorkInfo
WOI:WorkOrder
WOI:WorkOrderInterface_Create
Forms on which the Vendor Assignee Group field is updated

The Vendor Assignee Group field (Field ID 60900) is updated on the following forms:
List of forms
AAS:Activity
AAS:AuditLogSystem
AAS:WorkInfo
AST:PurchaseLineItem
CFG:Reminders
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CHG:Associations
CHG:Impacted Areas
CHG:WorkLog
FIN:Payments
HPD:Associations
HPD:Help Desk
HPD:Impacted Areas
HPD:WorkLog
NTE:Notifier
NTE:Notifier Log
PBM:Costs
PBM:Impacted Areas
PBM:Investigation Associations
PBM:Investigation WorkLog
PBM:Known Error
PBM:Known Error Associations
PBM:Known Error WorkLog
PBM:Problem Investigation
PBM:Solution Database
PBM:Solution DB Associations
PBM:Solution WorkLog
RMS:AuditLogSystem
RMS:Release
RMS:WorkLog
SRM:Request
SRM:Survey
SRM:WorkInfo
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TMS:AuditLogSystem
TMS:SummaryData
TMS:Task
TMS:TaskGroup
WOI:Associations
WOI:WorkInfo
WOI:WorkOrder
Forms amended by the multi-tenancy update

The following tables contain the names of forms that are amended and a list of the Field ID 1 permissions.
Note
On any given form, Field ID 1 can have more than one permission, as shown in the table.
The BMC Knowledge Management forms are listed in a separate table. Refer to that table if BMC
Knowledge Management is installed on your system.
Click the table to expand it.

Names of forms amended with Field ID 1 permissions
Table
Form name
Field ID 1 permissions
AAS:ActivityInterface
Unrestricted Access
Assignee Group
Vendor Assignee Group
AAS:ActivityInterface_Create
Unrestricted Access
Assignee Group
AAS:AuditLogSystem
Unrestricted Access
Assignee Group
AAS:WorkInfo
Unrestricted Access
Assignee Group
AST:Account
Unrestricted Access
Assignee Group
AST:Activity
Unrestricted Access
Assignee Group
AST:AdditionalData
Unrestricted Access
Assignee Group
AST:AdminDomain
Unrestricted Access
Assignee Group
AST:Application
Unrestricted Access
Assignee Group
AST:ApplicationInfrastructure
Unrestricted Access
Assignee Group
AST:ApplicationService
Unrestricted Access
Assignee Group
AST:ApplicationSystem
Unrestricted Access
Assignee Group
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Form name
AST:AssetConfigAssociationJoin
Unrestricted Access
Assignee Group
AST:AssetConfigConfigItemsJoin
Unrestricted Access
Assignee Group
AST:AssetCost
Unrestricted Access
Assignee Group
AST:AssetCostCIJoin
Unrestricted Access
Assignee Group
AST:AssetCostDepCalcDate
Unrestricted Access
Assignee Group
AST:AssetCostDepreciationHeader
Unrestricted Access
Assignee Group
AST:AssetCostJoinFINCost
Unrestricted Access
Assignee Group
AST:AssetJoinASTPeople
Unrestricted Access
Assignee Group
AST:AssetJoinASTPeople
Unrestricted Access
Assignee Group
AST:AssetMaintenance
Unrestricted Access
Assignee Group
AST:AssetMaintenanceReport
Unrestricted Access
Assignee Group
AST:AssetPeople
Unrestricted Access
Assignee Group
AST:AssetPeople_AssetBase
Unrestricted Access
Assignee Group
AST:AssetScheduleAssociationJoin
Unrestricted Access
Assignee Group
AST:AssetSupport
Unrestricted Access
Assignee Group
AST:AssetWarranty
Unrestricted Access
Assignee Group
AST:ASTOuterJoinASTPeople
Unrestricted Access
Assignee Group
AST:AST-TableJoin
Unrestricted Access
Assignee Group
AST:AUD_AssetAssociations
Unrestricted Access
Assignee Group
AST:AuditLogSystem
Unrestricted Access
Assignee Group
AST:BaseElement
Unrestricted Access
Assignee Group
AST:BIOSElement
Unrestricted Access
Assignee Group
AST:BMCAssetBaseJoin
Unrestricted Access
Assignee Group
AST:BMCAssetBaseJoinComponent
Unrestricted Access
Assignee Group
AST:BMCAssetBaseJoinComponent
Unrestricted Access
Assignee Group
AST:BulkInventory
Unrestricted Access
Assignee Group
AST:BusinessProcess
Unrestricted Access
Assignee Group
AST:BusinessService
Unrestricted Access
Assignee Group
AST:Card
Unrestricted Access
Assignee Group
AST:CDROMDrive
Unrestricted Access
Assignee Group
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Form name
AST:Certificate_Product_People
Unrestricted Access
Assignee Group
AST:Certificate_Product_Relations_Join
Unrestricted Access
Assignee Group
AST:CertificateBySoftwareContract
Unrestricted Access
Assignee Group
AST:CertificateBySoftwareContract
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:CertificatesJoinLicenseType
JoinFINCostsJoinContractJoinCTR_Rel
Unrestricted Access
Assignee Group
AST:Chassis
Unrestricted Access
Assignee Group
AST:CI Unavailability CI Join
Unrestricted Access
Assignee Group
AST:CILifeCycleStatus
Unrestricted Access
Assignee Group
AST:CIU Search-Associations
Unrestricted Access
Assignee Group
AST:Cluster
Unrestricted Access
Assignee Group
AST:CMDBAssoc CI UA CMDBAssoc
Unrestricted Access
Assignee Group
AST:CommunicationEndpoint
Unrestricted Access
Assignee Group
AST:ComputerSystem
Unrestricted Access
Assignee Group
AST:ComputerSystem_BaseRelation
_Outer
Unrestricted Access
Assignee Group
AST:ComputerSystem
_BaseRelation_Outer_Certificate_Product
_Relations_join
Unrestricted Access
Assignee Group
AST:ComputerSystemATT_Join
Unrestricted Access
Assignee Group
AST:ConcreteCollection
Unrestricted Access
Assignee Group
AST:ConfCertificateTempForm
Unrestricted Access
Assignee Group
AST:ConnectivityCollection
Unrestricted Access
Assignee Group
AST:ConnectivitySegment
Unrestricted Access
Assignee Group
AST:Contract_Contact_Dlg
Unrestricted Access
Assignee Group
AST:Contract_PD_Relationship
Unrestricted Access
Assignee Group
_Relations_Join
JoinContract_Relationship
AST:CertificatesJoinConfigLicense
TypeRegistry_Join
TypeRegistryJoinFINCosts
TypeRegistry
JoinFINCostsJoinAssetSoftware
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Form name
AST:ContractPDRelationContractJoin
Unrestricted Access
Assignee Group
AST:ContractPDRelationshipJoin
Unrestricted Access
Assignee Group
AST:ContractRelationshipAndLicenseCertificate
Unrestricted Access
Assignee Group
AST:ContractRelJoinBaseElement
Unrestricted Access
Assignee Group
AST:CostFrequency
Unrestricted Access
Assignee Group
AST:DataBase
Unrestricted Access
Assignee Group
AST:DataBaseStorage
Unrestricted Access
Assignee Group
AST:DependencyStorageJoin
Unrestricted Access
Assignee Group
AST:DiskDrive
Unrestricted Access
Assignee Group
AST:DiskPartition
Unrestricted Access
Assignee Group
AST:Document
Unrestricted Access
Assignee Group
AST:Equipment
Unrestricted Access
Assignee Group
AST:FileSystem
Unrestricted Access
Assignee Group
AST:FloppyDrive
Unrestricted Access
Assignee Group
AST:HardwarePackage
Unrestricted Access
Assignee Group
AST:HardwareSystemComponent
Unrestricted Access
Assignee Group
AST:Impacted Areas
Unrestricted Access
Assignee Group
AST:Inventory Transactions
Unrestricted Access
Assignee Group
AST:InventoryQuantity
Unrestricted Access
Assignee Group
AST:InventoryQuantity_Storage_Join
Unrestricted Access
Assignee Group
AST:InventoryStorage
Unrestricted Access
Assignee Group
AST:IPConnectivitySubnet
Unrestricted Access
Assignee Group
AST:IPEndpoint
Unrestricted Access
Assignee Group
AST:IPXConnectivityNetwork
Unrestricted Access
Assignee Group
AST:Keyboard
Unrestricted Access
Assignee Group
AST:LAN
Unrestricted Access
Assignee Group
AST:LANEndpoint
Unrestricted Access
Assignee Group
AST:LicenseCertificateProductAssociation
Unrestricted Access
Assignee Group
AST:LicenseCertificates
Unrestricted Access
Assignee Group
AST:LicenseCertificatesJoinCMDB
Unrestricted Access
Assignee Group
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Form name
AST:LicenseJob
Unrestricted Access
Assignee Group
AST:LicenseJobAssociation
Unrestricted Access
Assignee Group
AST:LicenseJobAssociationJoinRunHistory
Unrestricted Access
Assignee Group
AST:LicenseJobSchedules
Unrestricted Access
Assignee Group
AST:LicenseMgmtException
Unrestricted Access
Assignee Group
AST:LicenseMgmtExJoinJobAssocRunHistory
Unrestricted Access
Assignee Group
AST:LicenseMgmtExJoinJobAssoc
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:LicenseMgmtExJoinJobAssoc
RunHistoryJoinLicCertificates
Unrestricted Access
Assignee Group
AST:LicenseMgmtIncludeClass
Unrestricted Access
Assignee Group
AST:LicenseMgmtRunCertAssocJoinLicCertificates
Unrestricted Access
Assignee Group
AST:LicenseMgmtRunCertificateAssociation
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
JoinLicenseJobAssocJoinRunHistory
Unrestricted Access
Assignee Group
JoinLicenseJobAssocJoinRunSummary
JoinEngExc
Unrestricted Access
Assignee Group
AST:LicenseScopeTable
Unrestricted Access
Assignee Group
AST:LNsCollection
Unrestricted Access
Assignee Group
AST:LoadAssetPeople
Unrestricted Access
Assignee Group
AST:LoadBMC_BaseRelationship
Unrestricted Access
Assignee Group
AST:LoadLicenseCertificates
Unrestricted Access
Assignee Group
AST:LoadWorkLog
Unrestricted Access
Assignee Group
AST:LocalFileSystem
Unrestricted Access
Assignee Group
AST:LogicalSystemComponent
Unrestricted Access
Assignee Group
AST:Mainframe
Unrestricted Access
Assignee Group
AST:Media
Unrestricted Access
Assignee Group
AST:MemberOfHostedAccessPointJoin
Unrestricted Access
Assignee Group
AST:Memory
Unrestricted Access
Assignee Group
RunHistoryJoinBaseElement
AST:LicenseMgmtExJoinJobAssocRunHistory
JoinBaseElementJoinBaseRelationship
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Form name
AST:Monitor
Unrestricted Access
Assignee Group
AST:NetworkPort
Unrestricted Access
Assignee Group
AST:NTDomain
Unrestricted Access
Assignee Group
AST:OperatingSystem
Unrestricted Access
Assignee Group
AST:OperatingSystemComponentJoin
Unrestricted Access
Assignee Group
AST:Organization
Unrestricted Access
Assignee Group
AST:OutageLog
Unrestricted Access
Assignee Group
AST:Package
Unrestricted Access
Assignee Group
AST:Patch
Unrestricted Access
Assignee Group
AST:Person
Unrestricted Access
Assignee Group
AST:PhysicalLocation
Unrestricted Access
Assignee Group
AST:PointingDevice
Unrestricted Access
Assignee Group
AST:Printer
Unrestricted Access
Assignee Group
AST:Processor
Unrestricted Access
Assignee Group
AST:Processor_ComputerSystem_Join
Unrestricted Access
Assignee Group
AST:Product
Unrestricted Access
Assignee Group
AST:ProtocolEndpoint
Unrestricted Access
Assignee Group
AST:PurchaseLineItemAssetJoin
Unrestricted Access
Assignee Group
AST:PurchaseLineItemAssetReturnJoin
Unrestricted Access
Assignee Group
AST:PurchaseLineItemInterface
Unrestricted Access
Assignee Group
AST:PurchaseOrderAuditLog
Unrestricted Access
Assignee Group
AST:PurchaseOrderInterface
Unrestricted Access
Assignee Group
AST:PurchaseOrderLineItemJoin
Unrestricted Access
Assignee Group
AST:PurchaseOrderLineItemSupplierJoin
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionAttachments
Unrestricted Access
Assignee Group
AST:PurchaseRequisition-Detail
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionInterface
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionLineItemInnerJoin
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionLineItemOuterJoin
Unrestricted Access
Assignee Group
AST:PurchaseRequisitionWorkLog
Unrestricted Access
Assignee Group
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Form name
AST:PurchaseReturn
Unrestricted Access
Assignee Group
AST:Rack
Unrestricted Access
Assignee Group
AST:Relation_BaseElement_Locale
Unrestricted Access
Assignee Group
AST:Relation_ComputerSystem_Base
Unrestricted Access
Assignee Group
AST:Relation_ComputerSystem_Base
Unrestricted Access
Assignee Group
AST:Relation_ComputerSystem_Base2
Unrestricted Access
Assignee Group
AST:Relation_IPEndPoint_Base
Unrestricted Access
Assignee Group
AST:Relation_Join_ComputerSystem
Unrestricted Access
Assignee Group
AST:Relation_Join_DiskDrive
Unrestricted Access
Assignee Group
AST:Relation_Join_IPEndPoint
Unrestricted Access
Assignee Group
AST:Relation_Join_LANEndPoint
Unrestricted Access
Assignee Group
AST:Relation_Join_NetworkPort
Unrestricted Access
Assignee Group
AST:Relation_Join_Patch
Unrestricted Access
Assignee Group
AST:Relation_Join_Processor
Unrestricted Access
Assignee Group
AST:Relation_Join_Product
Unrestricted Access
Assignee Group
AST:Relation_Memory_Base
Unrestricted Access
Assignee Group
AST:Relation_OS_Base
Unrestricted Access
Assignee Group
AST:Relation_OS_Memory
Unrestricted Access
Assignee Group
AST:Relation_OS_Patch
Unrestricted Access
Assignee Group
AST:Relation_Patch_Base
Unrestricted Access
Assignee Group
AST:Relation_Processor_Base
Unrestricted Access
Assignee Group
AST:Relation_Processor_Memory
Unrestricted Access
Assignee Group
AST:Relation_Product_Base
Unrestricted Access
Assignee Group
AST:Relation_Product_Memory
Unrestricted Access
Assignee Group
AST:Relation_Product_Patch
Unrestricted Access
Assignee Group
AST:Relationship_Join_BIOSElement
Unrestricted Access
Assignee Group
AST:Relationship_Join_Card
Unrestricted Access
Assignee Group
AST:Relationship_Join_Memory
Unrestricted Access
Assignee Group
AST:Relationship_Join_OperatingSystem
Unrestricted Access
Assignee Group
AST:Relationship_Join_TapeDrive
Unrestricted Access
Assignee Group
_Destination
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Form name
AST:RemoteFileSystem
Unrestricted Access
Assignee Group
AST:ResourceAllocationSettingData
Unrestricted Access
Assignee Group
AST:ResourcePool
Unrestricted Access
Assignee Group
AST:Role
Unrestricted Access
Assignee Group
AST:Schedule Association
Unrestricted Access
Assignee Group
AST:Schedule View
Unrestricted Access
Assignee Group
AST:SchView_SearchfromBase
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:SearchFromBase
_CompSys_VirtSys_AssetPeople
Unrestricted Access
Assignee Group
AST:SearchFromBase
_CompSys_VirtSys_AssetPeople_Exception
Unrestricted Access
Assignee Group
AST:SearchFromBase_CompSys_VirtSysSet
Unrestricted Access
Assignee Group
AST:SearchFromBase_ComputerSystem
Unrestricted Access
Assignee Group
AST:SearchFromBase
_ComputerSystem_Exception
Unrestricted Access
Assignee Group
AST:SearchFromBase_Dependency
Unrestricted Access
Assignee Group
AST:SearchFromBase_Dependency1
Unrestricted Access
Assignee Group
AST:SearchFromBase_Member Of1
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship_Child
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship_Local
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship_Parent
Unrestricted Access
Assignee Group
AST:SearchFromBase_Relationship1
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
AST:ServiceOfferingInstance
Unrestricted Access
Assignee Group
AST:SGPASTAssetPeopleAssetBaseJoin
Unrestricted Access
Assignee Group
AST:SGPASTAssetPeopleAssetBaseSGAJoin
Unrestricted Access
Assignee Group
AST:Share
Unrestricted Access
Assignee Group
AST:SoftwareServer
Unrestricted Access
Assignee Group
_CompSys_VirtSys_Join
AST:SchView_SearchfromBase
_CompSys_VirtSys_Join_Exception
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Form name
AST:SystemResource
Unrestricted Access
Assignee Group
AST:SystemSoftware
Unrestricted Access
Assignee Group
AST:TapeDrive
Unrestricted Access
Assignee Group
AST:Transaction
Unrestricted Access
Assignee Group
AST:UPS
Unrestricted Access
Assignee Group
AST:UserCommunity
Unrestricted Access
Assignee Group
AST:VirtualSystemEnabler
Unrestricted Access
Assignee Group
AST:VirtualSystemSettingData
Unrestricted Access
Assignee Group
AST:WAN
Unrestricted Access
Assignee Group
AST:WorkInfoInterface_Create
Unrestricted Access
Assignee Group
AST:WorkLog
Unrestricted Access
Assignee Group
CBK:ChargeBackStatusMessage_join
Unrestricted Access
Assignee Group
CFG:BroadcastAssocBroadcast Join
Unrestricted Access
Assignee Group
CFG:BroadcastCIAssoc Join
Unrestricted Access
Assignee Group
CFG:Decision Tree-Branch
Unrestricted Access
Assignee Group
CFG:GEMKDBAssocLookUp
Unrestricted Access
Assignee Group
CFG:GroupEventMapKDBAssoc
Unrestricted Access
Assignee Group
CFG:Reminders
Unrestricted Access
Assignee Group
CHG:Associations-CI Join
Unrestricted Access
Assignee Group
CHG:ChangeAssocJoinCRQ
Unrestricted Access
Assignee Group
CHG:ChangeCIAssocOJoinCRQ
Unrestricted Access
Assignee Group
CHG:ChangeImpactedAreaCIAssociation_Join
Unrestricted Access
Assignee Group
CHG:Change-ImpactedAreasJoin
Unrestricted Access
Assignee Group
CHG:ChangeImpctAreaApproverLookup
Unrestricted Access
Assignee Group
CHG:ChangeInterface_Create
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
CHG:ChangeRiskFactorsDraft
Unrestricted Access
Assignee Group
CHG:Impacted Areas
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
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Form name
CHG:LoadInfraChangeEffortLog
Unrestricted Access
Assignee Group
CHG:LoadInfrastructureChange
Unrestricted Access
Assignee Group
CHG:LoadTemplate
Unrestricted Access
Assignee Group
CHG:LoadTemplateAssociations
Unrestricted Access
Assignee Group
CHG:LoadTemplateSPGAssoc
Unrestricted Access
Assignee Group
CHG:LoadWorkLog
Unrestricted Access
Assignee Group
CTM:AuditLogSystem
Unrestricted Access
Assignee Group
CTM:CFG-ApplicationPreferences
Assignee
Assignee Group
Submitter
CTM:People Permission Groups
Unrestricted Access
Assignee Group
CTM:People Template PG
Unrestricted Access
Assignee Group
CTM:People Template SG
Unrestricted Access
Assignee Group
CTM:People Template SG Lookup
Unrestricted Access
Assignee Group
CTM:People_Template_SFR
Unrestricted Access
Assignee Group
CTM:PeopleITSkillsJoin
Unrestricted Access
Assignee Group
CTM:PeopleUser
Unrestricted Access
Assignee Group
CTM:PeopleUserSupportGroupFunctionalRole
Unrestricted Access
Assignee Group
CTM:Ppl Search-PermissionGrp
Unrestricted Access
Assignee Group
CTM:Ppl Search-SupportGrpFuncR
Unrestricted Access
Assignee Group
CTM:Ppl Search-Worklog
Unrestricted Access
Assignee Group
CTM:PplPermissionSupGrpFuncRoleJoin
Unrestricted Access
Assignee Group
CTM:PPL-SptGrpAssoc-ITSkills
Unrestricted Access
Assignee Group
CTM:PPL-SptGrpFuncRole-ITSkills
Unrestricted Access
Assignee Group
CTM:Support Group Alias
Unrestricted Access
Assignee Group
CTM:Support Group Assignments
Unrestricted Access
Assignee Group
CTM:Support Group Association
Unrestricted Access
Assignee Group
CTM:Support Group On-Call
Unrestricted Access
Assignee Group
CTM:SupportGroupAssocPeople
LookUp
Unrestricted Access
Assignee Group
CTM:SupportGroupFunctionalRole
Unrestricted Access
Assignee Group
CTM:SupportGroupFunctional
RolePeopleLookUp
Unrestricted Access
Assignee Group
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Form name
CTM:SupportGrpFuncRoleAsLookUp
Unrestricted Access
Assignee Group
CTR:AuditLogSystem
Unrestricted Access
Assignee Group
CTR:Contract_Relationship
Unrestricted Access
Assignee Group
CTR:ContractBase
Unrestricted Access
Assignee Group
CTR:ContractBase
Unrestricted Access
Assignee Group
CTR:ContractBase_Locale
Unrestricted Access
Assignee Group
CTR:ContractBase_Locale
Unrestricted Access
Assignee Group
CTR:GenericContract_
Unrestricted Access
Assignee Group
CTR:MasterContract
Unrestricted Access
Assignee Group
FIN:CostAssocJoin_SHRSchemaName
Unrestricted Access
Assignee Group
FIN:CostCategoryConfigCategoryJoin
Unrestricted Access
Assignee Group
FIN:CostCategoryRepository
Cost Manager Computed
Cost User Computed
FIN:CostCenterAssociation
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
HPD:Impacted Areas
Unrestricted Access
Assignee Group
HPD:IncidentInterface_Create
Unrestricted Access
Assignee Group
HPD:IncidentROIConfig_Join
Unrestricted Access
Assignee Group
HPD:Template Assoc CI Lookup
Unrestricted Access
Assignee Group
HPD:Template Associations
Unrestricted Access
Assignee Group
NTE:Notifier
Unrestricted Access
Assignee Group
NTE:Notifier Log
Unrestricted Access
Assignee Group
PBM:Costs
Unrestricted Access
Assignee Group
PBM:Impacted Areas
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
PBM:Known Error LookUp
Unrestricted Access
Assignee Group
PBM:KnownErrorInterface
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
PBM:ProblemInterface_Create
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
Cost Viewer Computed
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Form name
RMS:Associations-CI-Join
Unrestricted Access
Assignee Group
RMS:AuditLogSystem
Unrestricted Access
Assignee Group
RMS:ChangeCIAssoc
Unrestricted Access
Assignee Group
RMS:FINCostsOJoinManifestAssoc
Unrestricted Access
Assignee Group
RMS:RelationshipsInterface_Create
Unrestricted Access
Assignee Group
RMS:ReleaseApproverLookup
Unrestricted Access
Assignee Group
RMS:ReleaseAssetBaseApproverLookup
Unrestricted Access
Assignee Group
RMS:ReleaseAssetBaseAssociation
Unrestricted Access
Assignee Group
RMS:ReleaseAssociationJoinCI
Unrestricted Access
Assignee Group
RMS:ReleaseInterface
Unrestricted Access
Assignee Group
RMS:ReleaseInterface_Create
Unrestricted Access
Assignee Group
RMS:ReleaseManifest
AssocChangeByStatus
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
RMS:ReleaseManifestAssocJoinActivity
Unrestricted Access
Assignee Group
RMS:ReleaseManifestInterface
Unrestricted Access
Assignee Group
RMS:RMAJoinChangeAssocCIJoin
Unrestricted Access
Assignee Group
TMS:AuditLogSystem
Unrestricted Access
Assignee Group
TMS:ConfigPhaseManagement
Unrestricted Access
Assignee Group
TMS:ParentApplicationObject
Unrestricted Access
Assignee Group
OJoinReleaseChangeAssoc
Names of BMC Knowledge Management forms amended with Field ID 1 permissions

Click the table to expand it.
Table
Form name
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
RKM:ArticleHistory
Unrestricted Access
Assignee Group
Visibility Assignee Groups
Visibility Owner Assignee Groups
RKM:AssociationKAM_Join
Unrestricted Access
Assignee Group
RKM:AssociationKAM_Join_SRM
Unrestricted Access
Assignee Group
RKM:Associations
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
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Form name
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:Feedback
Unrestricted Access
Assignee Group
RKM:HowToTemplate
Unrestricted Access
Assignee Group
RKM:HowToTemplate
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:KAM_Detail_Join
Unrestricted Access
Assignee Group
RKM:KAM_Detail_Sign_Join
Unrestricted Access
Assignee Group
RKM:KAMApproverLookup
Unrestricted Access
Assignee Group
RKM:KAMAsynchronousUpdate
Unrestricted Access
Assignee Group
RKM:KAMBusinessService
Unrestricted Access
Assignee Group
RKM:KAMCompany
Unrestricted Access
Assignee Group
RKM:KAMOperationalCat
Unrestricted Access
Assignee Group
RKM:KAMOrganization
Unrestricted Access
Assignee Group
RKM:KAMProductCat
Unrestricted Access
Assignee Group
RKM:KAMSite
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
_Interface
Unrestricted Access
Assignee Group
RKM:KnowledgeSources
Unrestricted Access
Assignee Group
RKM:KnowledgeWatchList
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
_Manageable_Join
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
_Manageable_Join
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
_Manageable_Join
Unrestricted Access
Assignee Group
RKM:SearchHistory
Unrestricted Access
Assignee Group
RKM:SearchHistory_Company
Unrestricted Access
Assignee Group
Unrestricted Access
Assignee Group
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Form name
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
Field ID 1
permissions
RKM:SearchHistory
_OrganizationDepartment
Unrestricted Access
Assignee Group
RKM:SearchHistory
_ProductCategorization
Unrestricted Access
Assignee Group
RKM:SearchHistory_Service
Unrestricted Access
Assignee Group
RKM:SearchHistory_SiteRegion
Unrestricted Access
Assignee Group
RKM:SearchHistory_Source
Unrestricted Access
Assignee Group
RKM:SearchHistory_VisibilityGroup
Unrestricted Access
Assignee Group
RKM:SessionRecording_KAM_Join
Unrestricted Access
Assignee Group
RKM:SessionRecordings
Unrestricted Access
Assignee Group
RKM:SRMViewHistory
Unrestricted Access
Assignee Group
RKM:UpdateRequest
_CountRequests
Unrestricted Access
Assignee Group
RKM:UpdateRequests
Unrestricted Access
Assignee Group
RKM:VisibilityGroup
AndCompany_Article
Unrestricted Access
Assignee Group
RKM:VisibilityGroupMapping
Unrestricted Access
Assignee Group
RKM:Visibility
GroupMapping_backup
Unrestricted Access
Assignee Group
RKM:WatchList
Unrestricted Access
Assignee Group
RKM:SearchHistory
_OperationalCategorization
Related topic
If you have multi-tenancy model customizations that are overwritten by the update, you must reconcile them.
For information about reconciling customizations, see Reconciling customizations to the multi-tenancy model.
9.5.3 Reconciling customizations to the multi-tenancy model

This topic describes how to reconcile the most common types of multi-tenancy model customizations. Perform
this work before you run the multi-tenancy update to preserve the customizations.
Note
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This information applies only to forms that are amendeded by the multi-tenancy update. If you made
updates to any forms that are not overwritten by the update, you do not need to reconcile those
changes.
The customizations covered by this topic include:

Modified workflow for setting existing dynamic group fields
Disabled workflow that sets existing dynamic group fields
Modified workflow for setting existing dynamic group fields

If you modified out-of-the-box workflow that sets existing dynamic group fields (for example, field 112), you must
perform actions to reconcile the customization before you run the update and after you run the update.
Before you run the multi-tenancy update

Open the Application Maintenance console, find the forms on which you made the modifications, and move the
forms offline. For a description of how to use the Application Maintenance console, see Managing the
multi-tenancy update
After you run the multi-tenancy update

Depending on the nature of the customization that you made, you might need to run a custom SQL script to
apply the multi-tenancy update to the forms that you moved offline while at the same time preserving the
customized multi-tenancy data. To understand how to do this, see the following example.
Example
Note
This is only an example. Any reference to what the multi-tenancy update does is hypothetical.
1. You have an out-of-the-box form with the following field ID 1 permission values: Unrestricted Access and
Assignee Groups (Field 112).
2. The out-of-the-box workflow sets Field 112 to the permission groups of Company 1 and Company 2.
3. You modified the out-of-the-box workflow to set Field 112 to include a custom Company field, Company
3.
4. The multi-tenancy update adds an existing Company permission to Field 112 that was originally omitted,
Company 4.
5. Because the multi-tenancy update overwrites Field 112 with the Company 1, Company 2, and Company 4
permission groups, the custom Company field that you added, Company 3, is not included in the updated
form.
6. To add the Company 3 permission group to Field 112, you create a custom SQL update that adds all four
company permission groups to Field 112.
7.
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7. You also reconcile the out-of-the-box workflow that sets Field 112 with the workflow changes that you
made in step 4; that is, you change the workflow to include Company 4.
Disabled workflow that sets existing dynamic group fields

If you disabled out-of-the-box workflow that sets the parameters for existing dynamic group fields (for example,
the permission groups), you must open the Application Maintenance console, find the form on which you
disabled the workflow, and move the multi-tenancy maintenance record offline. This action prevents the record
from being overwritten by the multi-tenancy update. For a description of how to use the Application
Maintenance console, see Managing the multi-tenancy update.
9.5.4 Managing the multi-tenancy update

Use the Application Maintenance console to manage the multi-tenancy update.
Opening the Application Maintenance console
Controlling which records or fields are processed by the multi-tenancy update
Checking the status of the multi-tenancy update
Investigating multi-tenancy update processing issues
Testing data fixes
Preparing to process migrated delta data
Application Maintenance console UI description
Note
For BMC Remedy IT Service Management 8.1.00 and BMC Atrium Core 8.1.00, use this console only to
manage updates to the multi-tenancy model.
Opening the Application Maintenance console

1. Log on to the BMC Remedy ITSM application as an administrator.
2. From the Home page Applications list, select Administrator console > Application Administration console.
4. Select Foundation > Advanced Options > Application Maintenance console, and then click Open.
The Application Maintenance console opens, as shown in the following figure:
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Note
For a description of the Application Maintenance console UI, see Application Maintenance console UI
description.
Controlling which records or fields are processed by the multi-tenancy update

Use the following procedures to protect customizations on specific forms, or on Field ID 60900, from being
overwritten by the multi-tenancy update.
Moving a form offline
Updating only Field ID 112
Moving a form offline

To protect the multi-tenancy customizations on a form, move the form offline.
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To move a form offline

1. In the table on the Application Maintenance console, locate the row for the form that you need to move
offline.
Tip
Check the Form column for the name of the form. If you do not see the form, verify that the
correct application is selected in the View By menu.
2. Select the row and click Online/Offline.

The Yes value in the Online? column is no longer visible.
If you need move the form back online, repeat the preceding steps. The Online/Offline button is a toggle. When
the form is back online, the value Yes appears in the Online? column.
Updating only Field ID 112

The default behavior of the multi-tenancy update utility is to apply changes to Field ID 112 and Field ID 60900. If
you have a customized multi-tenancy model, however, depending on your customization, a change to Field ID
60900 might make information visible that previously was hidden. In such cases, you can choose to protect Field
ID 60900 from being updated on certain, main forms. For a list of these forms, see Forms on which you can
update only Field ID 112.
For some forms, BMC ships the multi-tenancy update utility with two sets of SQL update statements. The first set
of SQL statements applies the multi-tenancy updates to Field ID 112 and Field ID 60900. Those are the SQL
statements that run by default. The second set of SQL statements updates only Field ID 112. Using the Application
Maintenance console, you can tell the update utility to run some or all of the alternate SQL scripts.
To update only form ID 112

1. In the Formcolumn of the Application Maintenance console, locate and then select the entry for the form
on which you want to update only Field ID 112.
Note
For each form listed in Forms on which you can update only Field ID 112, there are two records
with the same sequence number. One record has an Online? status of Yes, and the other has no
Online? status. Select the record with the Online? status of Yes.
2.
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2. At the bottom of the console table, click Toggle MT SQL Data.

The Online? status of the selected record changes to no status, and the status of the adjacent record
changes to Yes.
3. Repeat this procedure for any other form for which you want to update only Field ID 112.
Forms on which you can update only Field ID 112

List of forms
AAS:Activity
AST:PurchaseReturn
AST:Schedule Criteria
CBK:ChargeBack
CBK:ChargeBackStatusMessages
CBK:ConfigCBKTimePeriods
CBK:GenerateChargeBackStatus
CBK:TimePeriods
CTR:ContractBase
PBM:Known Error
RMS:Release
SRM:Request
TMS:Task
WOI:WorkOrder
Checking the status of the multi-tenancy update

You can use the Application Maintenance console to check for the following types of information.
Information
Action
Form currently being

processed
Check the Status column in the console table for the form with the status of Executing.
Data errors
If the update stops running because of a data error, check the Status column in the console table for the form with the
status of Fail. This is the record with the data error. Perform your troubleshooting diagnosis on this form.
Number of records to
process for a given form
Click Refresh Counts and then, in the console table, check the number in the Records to Update column of the form that
has the status of Executing.
Forms already
processed
Check the Status column in the console table for forms with the status of Successful.
Forms waiting to be
processed
Check the Status column in the console table for forms with the status of Pending.
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Note
For a description of the columns and other UI controls, see Application Maintenance console UI
description.
Investigating multi-tenancy update processing issues

If you receive a message from the multi-tenancy update that it has stopped running because of a data error, you
begin your investigation of the issue on the Application Maintenance console.
To investigate processing issues

1. In the table on the Application Maintenance console, locate the form with the status of Failed and note the
form name in the Form column.
2. Use the information in Troubleshooting the multi-tenancy update to determine the exact nature of the
issue.
3. Return to the Application Maintenance console to test the fix, as described in Testing data fixes.
Testing data fixes

After you investigate and troubleshoot a failed form, as described in Investigating multi-tenancy update
processing issues, you can test your fix from the Application Maintenance console.
To test data fixes

1. In the table on the Application Maintenance console, locate and select the row of the form with the status
of Fail.
2. Click Reset to Pending.
The status for the form changes to Pending.
3. Click Run.
The workflow processes the selected record. If the fix was successful, when the processing finishes, the
status of the form changes to Successful; otherwise, the status returns to Fail.
4. Depending on the status, perform one of the following actions:
Fail: Return to the troubleshooting procedure to further troubleshoot the form and its records.
Successful: If the fix was successful, restart the multi-tenancy update utility to process the remaining
forms. For instructions, see Starting the multi-tenancy update utility manually.
Preparing to process migrated delta data

After the multi-tenancy update utility successfully runs against all of the forms in all of your installed applications,
you must migrate the delta data from your production server to your staging server. After you migrate the delta
data, you must run the multi-tenancy updates against the migrated delta data.
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Application Maintenance console UI description

The following table describes the functional areas of the console.
Console fields, menus, and controls
Name
Function
Maintenance
Group menu
Use this field to select the type of maintenance work that the console manages. For the multi-tenancy update, select Multi-Tenancy
only.
View By
menu
Use this menu to control which multi-tenancy records appear in the table. The selections are as follows:
All products: Shows the multi-tenancy-related forms for all of the BMC Remedy ITSM and related products installed in your
environment
ITSM: Shows the multi-tenancy-related forms for the core BMC Remedy ITSM applications, including Foundation
SRM: Shows the multi-tenancy-related forms for the BMC Service Request Management application
RKM: Shows the multi-tenancy-related forms for the BMC Knowledge Management application
SLM: Shows the multi-tenancy-related forms for the BMC Service Level Management application
Atrium: Shows the multi-tenancy-related forms for BMC Atrium Core application
Refresh
button
Click this button to update the contents of the Application Maintenance console with the latest information.
Product
column
Identifies the product related to the form named the table row. This column is particularly useful if you select All products in the View
By menu.
Sequence
column
Identifies the order in which the multi-tenancy update processes the form named in the table row. The form in a Pending state and
with the lowest sequence number is processed by the update utility first, followed by the next highest number, and so on. In some
cases, several forms can have the same sequence number. In such cases, the update processes the forms concurrently.
Application
Identifies the application component associated with the form named in the table row
column
Form
Identifies the form to which the multi-tenancy update is applied
column
Records Up
Identifies the total number of individual records that will be updated when the multi-tenancy update runs against the form named in
to Date
column
the table row
Status
column
Identifies the status of the form named in the table row. Status values are as follows:
Executing: The multi-tenancy update utility is currently processing the form and its associated records.
Pending: The multi-tenancy update utility has not yet started to process the form (or its associated records).
Fail: The multi-tenancy update utility began to process the form but encountered a data error in the form or in one of the
associated records. If you encounter the Fail status, see Troubleshooting the multi-tenancy update for information about
troubleshooting failed updates.
Successful: The multi-tenancy update utility successfully updated the form (and its associated records).
Online?
column
Controls whether the form and its associated records are processed by the update. Records with a Yes value are processed; records
without a value are not processed.
See the entry for the Online / Offline button later in this table for information about how to prevent the update utility from
processing a specific form.
Run button
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Name
Function
Click this button to re-run the update utility against the form named in the selected row. For more information about this button, see
Testing data fixes.
Refresh
Click this button to see how many records there are to process for the record selected in the table.
Counts
button
Reset to
Pending
This button is available only when you highlight a row in the table with a status of Fail. After you troubleshoot and correct the cause
of the Fail status, use this button to reset the status to Pending. For more information, see To test data fixes.
button
Online /
Click this button to move the form associated with the highlighted row offline. For more information, see Controlling which records
Offline
button
are processed by the multi-tenancy update.
Date field
Use this field to indicate the date and time when the last record was created in your production environment prior to taking the
snapshot of the database that you used in your upgrade staging environment. For more information, see To prepare the staging
system for updating migrated delta data.
Reset button
The Reset button resets all of the multi-tenancy records (for all installed products) to the Pending state in preparation for the
migrated delta data updates. For more information, see To prepare the staging system for updating migrated delta data.
Additional
Information
field
This field provides a plain English explanation of what the SQL statement does to the form named in the selected table row.
9.5.5 Starting the multi-tenancy update utility manually

This topic describes how to manually start the multi-tenancy update utility. You use this procedure only in the
following situations:
You selected to bypass the multi-tenancy update during the main installation (after being prompted by the
installer, because your environment has more than 20 million records).
You encountered errors during an earlier run of the mult-tenancy update and need to restart the update.
You have performed a delta data migration and need to apply the multi-tenancy updates to the delta data.
To start the update utility manually

1. Open a command prompt window.
2. Configure the JAVA_HOME environment variable to contain the full Java home path.
3. Navigate to %INSTALL_DIR%\BMCRemedyITSMSuite\Utilities\BMCMultiTenancyUtility\artools.
Use one of the following strings for the %INSTALL_DIR% variable, according to the BMC Remedy ITSM
application that you are upgrading:
BMC_REMEDY_ITSM_SUITE_HOME
BMC_SERVICE_REQUEST_MANAGEMENT_HOME
BMC_SLM_HOME
4. At the command prompt, type one of the following commands and then press Enter.
(UNIX) mtutility.sh
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(Microsoft Windows) mtutility.bat
5. Select a mode in which to run, Mode 1 or Mode 2, and provide the arguments.
Mode 1, or (1) Command You type the command arguments that are listed in the following table
on the command line.
Mode 2, or (2) Interactive The utility prompts you for the arguments one at a time.
Multi-tenancy update utility arguments
Argument
Value
Description
type
-u
String
AR System administrator user name, mandatory
-p
String
AR System administrator user name password, mandatory if your system uses a password
-x
String
Name of AR System server on which the server is installed and the BMC Remedy ITSM applications are
deployed, mandatory
-a
String
Authentication string for user validation
-t
Integer
AR System communication port number
-r
Integer
RPC queue number for API private queue
-timeout
String
AR System timeout values, in seconds

Format = MediumTime:LongTime:ExtraLongTime
Example: 120:400:1800
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Argument
Value
type
Description
Note: If the multi-tenancy update utility is timing out because the server is busy or if the utility is taking a
long time to respond after recaching, you must increase the timeout values. For example, you would
increase the values 120:400:1800, provided in the preceding example, to 300:600:2000.
The following illustrations provide an example of what the command line looks like for each mode:
Mode 1, or (1) Command
Mode 2, or (2) Interactive
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6. When you finish providing the arguments, press Enter to start the utility.
9.5.6 After installing the multi-tenancy update

If you performed the following work on any of the forms that are modified by the multi-tenancy update, you
must manually update those forms:
Added a new dynamic group field to an out-of-the-box form
Added workflow to populate this new dynamic group field
Added this new dynamic group as a permission to Field ID 1.
Note
For lists of the forms and fields modified by the multi-tenancy update, see Forms and fields overwritten
by the multi-tenancy update.
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Example
In your out-of-the-box installation, field ID 1 on Form A has the 112 permission group.
You customized the form by adding the 60000 permission group to Field ID 1 on Form A, which means that
Field ID 1 now has the 112 and the 60000 permission groups. Because adding the 60000 permission group is
a customization, the 60000 permission group becomes part of the overlay layer.
When you run the multi-tenancy update, it updates Field ID 1 on Form A by adding the 60900 permission
group to the field 1 permissions. This means that the base layer has the 112 and 60900 permission groups.
You must manually add the new permission groups that were added to field ID 1 by the multi-tenancy
update to your overlay layer. This means that you need to manually add the 60900 permission to the overlay
version of the forms that were updated by the multi-tenancy update.
Note
The multi-tenancy update does not affect the data in your custom dynamic group field.
9.5.7 Troubleshooting the multi-tenancy update

If the multi-tenancy update utility encounters a condition that prevents it from finishing the updates to a form
and its associated data, it moves the form to the Fail status and stops running. The update utility will not process
the remaining Pending forms until the condition that caused the update to fail is corrected and the updates are
applied to the failed form and its data.
If a form fails, you must investigate why the multi-tenancy update utility stopped running and correct the
problem. In most cases, you can determine the cause of the failure by reviewing either the Filter log or the SQL
log on the BMC Remedy AR System server. After you correct the problem, you need to restart the update utility.
The following procedure describes a best practice method for investigating a failed form.
To troubleshoot the multi-tenancy update

1. On the BMC Remedy AR System server, turn on filter and SQL logging.
2. Open the Application Maintenance console.
3. Find the entry in the Application Maintenance console with the status of Fail, as described in Investigating
multi-tenancy update processing issues, then reset the status of the record to Pending.
To do this:
a. In the Application Maintenance console table, select the record with the Fail status.
b.
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b. Click Reset to Pending.
Note
The Reset to Pending button is only available when the selected record is in the Fail status.
4. On the Application Maintenance console, click Run to start the multi-tenancy update workflow on the
record that you reset.
When the workflow finishes running against the selected record, the record returns to the Fail status and
the processing stops.
5. Review the filter and SQL logs to determine and then fix the cause of the failure.
6. After you fix the problem, repeat steps 3 through 5 until the update completes with a status of Successful.
7. Turn off filter and SQL logging.
8. Restart the multi-tenancy update utility manually.
9.6 Completing an upgrade

The following procedure describes how to complete an upgrade.
9.6.1 To complete an upgrade

1. Compare the customized data that you exported before installing the current product to the product's
data. Re-import your legacy data needed to run your application.
2. Compare the customized workflow that you exported before installing the current product to the
product's workflow. Re-import your legacy workflow, or manually modify the workflow needed to run your
application.
3. Use BMC Remedy Developer Studio to restore views of forms where UI layout was changed.
4. Compare the legacy workflow that you had disabled to make sure there were no new changes, before you
re-disable them.
Note
In BMC Service Request Management 8.1, all new service requests are now subject to On Behalf Of
(OBO) rules, except for those created automatically by BMC fulfillment applications. For example, when
a web service creates a service request, an OBO rule must be configured so that the Requested By user
can submit a service request on behalf of the Requested For user.
As part of the upgrade, evaluate your integrations to see if you must configure new OBO rules. For more
information, see Creating on-behalf-of definition rules, Integration methods, and
Request_Submit_Service.
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9.7 Upgrading Data Visualization modules

If you are upgrading from BMC Service Request Management 2.2.00 to BMC Service Request Management 8.1.00,
you must also upgrade the Data Visualization modules used in the Request Entry Console and Visual Process
views.
9.7.1 To upgrade the Data Visualization modules

1. Stop the web server or servlet engine on the computer on which the BMC Remedy Mid Tier is running.
For example, if you installed the default servlet engine that is included with the BMC Remedy Mid Tier
8.1.00, stop the Apache Tomcat servlet engine.
2. Delete the SRMSServiceRequestBrowser folder located in the PluginsCache\<ARSystemServer> folder of
the mid tier installation folder.
If you are running Microsoft IIS, the folder is located at the following default location:
Software\ARSystem\midtier\PluginsCache\<ARSystemServer>\SRMSServiceRequestBrowser
3. Delete the Visualizer folder located in the PluginsCache\<ARSystemServer> folder of the mid tier
installation folder.
If you are running Microsoft IIS, the folder is located at the following default location:
Software\ARSystem\midtier\PluginsCache\<ARSystemServer>\SRMSServiceRequestBrowser
4. After you have deleted the SRMSServiceRequestBrowser and the Visualizer folders, you might also need to
delete the cookies, temporary internet files, offline content, and history from your browser's cache.
Otherwise, you might experience problems properly displaying the list of service requests, along with other
display issues, because the style sheets and images are cached to the browser.
5. Restart the web server or the servlet engine.
9.8 Upgrading the Product Ordering PDT

After you upgrade from BMC Service Request Management 8.0.00 or 8.1.00 to version 8.1.01 or later, you can
decide whether to configure your Product Ordering service request definitions (SRDs) to use the new Product
Ordering process definition template (PDT).
In 8.1.01 and later versions, the Product Ordering PDT was simplified, as shown in Overview of the Product
Ordering feature. After you upgrade to version 8.1.01 or later, your Product Ordering SRDs are still linked to the
older PDT. You can manually update them as explained in the following procedure.
9.8.1 To manually update a Product Ordering PDT

1. Log on to BMC Remedy ITSM as a Request Catalog Manager.
2.
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2. Search for your Product Ordering SRD in the Service Catalog Manager Console, as explained in Searching
for SRDs.
3. Click View to open the SRD.
4. If the SRD is deployed, click Take Offline.
5. In the Process Template field, click Clear and then click Select.
6. From the list of available processes, select Product Ordering Process.
7. Click Turn Online.
8. Save the SRD.
9.8.2 Related topic

Product Ordering
9.9 Reconciling custom AIF workflows

When upgrading from BMC Service Request Management 7.6.04 to 8.1.00, you must reconcile the custom
advanced interface form (AIF) workflows. If you do not reconcile the AIF workflows, the following features will
not work:
Product Ordering
Add to cart
Save as draft
Request Again
If the service (SRD) used the OOB Sample AIF before the upgrade, errors will occur when the Add to cart, Save as
draft, and Request Again features are used, because the old overlaid workflows are used.
Note
For custom AIFs, Request Again behaves like a new request. If you want to use this feature, review the
out-of-the-box AIFs and implement what you want copied over when using Request Again. Additionally,
the Product Ordering feature, which uses a new out-of-the-box AIF, does not work, unless the changes
are reconciled.
9.9.1 To reconcile custom AIF workflows

Perform the following steps:
1. Open Dev Studio in the Best Practice Customization mode.
2. Back up all of the customizations.
3. Create a working list of the custom forms.
4. Delete the overlaid workflows attached to each custom form.
5.
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5. Search for the SRS:AdvancedInterface_FieldsReference form, and create an overlay of the form.
6. From the SRS:AdvancedInterface_FieldsReference form, copy all of the fields under the z2PF_Additional
Fields tab into the custom forms.
7. Verify that the following fields exist on the custom form.
303802500 CallType
1000000066 z1D Char02
1000000067 z1D Char03
8. If they are not present, copy them from the SRS:AdvancedInterface_FieldsReference form to the custom
form.
9. In the custom form, go to Form > Add/Remove Fields in View > Select fields Attached File 2, Attached File 3 .
10. Click OK.
11. Select Select from existing Pools > z2AP_WorkInfo_Attachment in the Create/Select Attachment Pool
dialog box.
12. Verify that the CallType (303802500), Attached File 2 (304303790), and Attached File 3 (304303800) fields
have Submitter, Public, and General Access change permissions.
13. Create a working list of the forms from which this custom form was created. For example, if the form was
created using the SRS:AdvancedInterface_WithBackendMapping form, create a working list of the
SRS:AdvancedInterface_WithBackendMapping forms.
14. If there are any other overlaid objects, delete them.
15. Select each workflow that is not overlaid (active link, active link guide, filter or filter guide) and overlay
them, one by one.
16. If any changes were made to the out-of-the-box workflows, reconcile them.
17. After the overlays are created, select all of the workflows.
18. Edit them (by selecting Workflows > Right-click > Edit) to bring up the Forms list dialog box.
19. Click Add, and enter the custom form name.
20. Select the form and click OK to add the form to the forms list.
21. Click OK to close the forms list dialog.
22. Test all of the out-of-the-box and custom AIFs to ensure that they work properly.
9.10 Exporting and importing data between different versions

of the application
Importing data from BMC Service Request Management versions earlier than 7.6.03 directly into BMC Service
Request Management 8.1.00 is not supported.
To export BMC Service Request Management data from versions earlier than 7.6.03, you must first upgrade the
application to BMC Service Request Management 7.6.03 (or later). You can then export the data from that system
and import it to a BMC Service Request Management 8.1.00 system.

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9.11 After upgrading the application on a stack other than 8.1

If you upgrade BMC Service Request Management 8.1 on a stack where the foundation is not at 8.1, following
which the foundation is upgraded to 8.1, you must perform the following steps:
1. Open the SHR:SchemaNames form.
2. Search for records for the Schema Names: LIKE "SRD:STAGE%"
3. Select all of the records that are returned and modify them all, by setting the field Form Type = "Staging
Form". (This field is in the Form Lookup tab).
4. Save the records.
Note
This topic applies when the foundation and BMC Remedy ITSM are upgraded after BMC Service Request
Management 8.1 is upgraded or installed. In mixed mode, with BMC Remedy AR System, BMC Atrium
Core, and BMC Service Request Management at 8.1 and the BMC Remedy IT Service Management
(foundation) is at 7.6.04 SP2. The field, Form Type = "Staging Form", is added only after BMC Remedy
ITSM 8.1 is installed.
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10 Using
This section describes how to use the BMC Service Request Management product to create and manage service
requests. It also describes how to view Knowledge Base articles and run reports on activities in the application.
Accessing the interface
Navigating the interface
Using the Request Entry console
Using the Service Request Coordinator Console
Reviewing the approval cycle of a request
Approving or rejecting requests via email
Approving requests by using Approval Central
Using the Business Manager Console
Using the Work Order Management application
Using Identity Request Management Services
Accessing user information
Communicating with users
Using reports
Using search
Using social collaboration
10.1 Accessing the interface

This topic describes how to start the BMC Remedy IT Service Management suite of applications from your
browser.
10.1.1 To log in and access the BMC Remedy ITSM Suite applications
1. Type the following URL into your browser:
http://<webServer>:<port>/arsys/shared/login.jsp
<webServer>: Fully qualified name of the BMC Remedy Mid Tier system, specified in the format
server_name.company.com.
<port>: (Optional) Port number (required if the web server is not on the default port)
2. In the User Name and Password fields of the Welcome page, enter your user name and password.
3. Click Login. The IT Home Page opens.
Note
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The IT Home page opens by default, however, system administrators can configure another home
page to open, instead.
10.2 Navigating the interface

The following topics provide general information about working in the BMC Service Request Management user
interface:
IT Home page
Using the Overview console
Navigating consoles, forms, and modules
User interface standards for field labels
10.2.1 IT Home page

When you start the BMC Remedy IT Service Management Suite, the IT Home page displays the Overview console
by default. However, you can set up what you want to see on the IT Home page. If you are a system
administrator, you can configure the page for all users. Otherwise, you can configure your own user ID to see
your views.
This topic provides the following information:
IT Home page and its functional areas
Configuring the IT Home page
To add or delete panels
To configure panels
To expand and collapse panels
To restore a default IT Home page view
To hide or show the navigation pane
Customizing and using the IT Home page video
The following figure illustrates the functional areas of the IT Home page.
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IT Home page and its functional areas

The following table describes each of the functional areas of the IT Home page.
Functional
area
Purpose
Home page header

Logout
Click Logout to exit the application.
Breadcrumb
bar
The breadcrumb bar helps you keep track of the records you are viewing and helps with navigation. For more information about
breadcrumbs, refer to Navigating consoles, forms, and modules.
Global search
Type in a word or a phrase in the search area, and the application will search across multiple forms for records that match your
input. For more information about global search, refer to Using Global search.
Navigation pane
Application
menu
Depending on your permissions and other installed applications, the following links are displayed. Use them to open consoles for
applications as well as consoles for other features.
Quick Links
AR System Administration
AR System Sample Application
Administrator Console
Analytics
Asset Management
Atrium Core
Atrium Integrator
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Functional
area
Purpose
Change Management
Change Management Dashboard
Contract Management
Data Management
Foundation Elements
Incident Management
Knowledge Management
Problem Management
Process Designer
Product Catalog
Release Management
Requester Console
Return On Investment
Service Level Management
Service Request Management
Task Management
Virtual Agent
Note: When you run your mouse over the applications, you see a second menu. You can select one of those options to go
directly to a form. For example, roll over Change Management and select Change/Release Calendar. The Calendar screen
appears.
Configuration
Buttons
Use these buttons to configure your panel display.
Overview
console
Company
and View By
These fields combine to provide a way to indicate the company name and the assigned-to categories filtering the records in the
Console List table.
Refresh
This button refreshes the data in the table.
Preferences
This button allows you to set preferences for the console list table. You can remove columns, set refresh intervals, reset and save
your preferences.
Console List
table
This table lists the different types of requests.
Configuring the IT Home page

You can configure the IT Home page to display information of your choice. For example, Bob Baxter is the
Manager for payroll at Calbro Services. He likes to keep track of all potential problems, changes, and incidents
pertaining to his department. He also tracks software license contracts so that he knows which ones are about to
expire. Bob configures his panels to display all the information he is looking for, as follows:
Asset Management > Contracts About to Expire in 90 Days
Change Management > All Open Changes with Extensive Impact
Incident Management > All Open Incidents with Extensive Impact
Problem Management > All Open Problems by Status and Priority
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To add or delete panels

You can specify how many panels to display on your IT Home page up to a maximum of four panels.
1. In the IT Home page, click the
button.
Four panels appear.

2. To delete a panel, click the
button on the panel.
To configure panels
You can select what to display on your IT Home page.
Note
You can configure your panels only with options for which you have permissions.
1. In the panel, click the Show list and run your cursor over the list of options.
2. From the list of work areas for each option, select the one to display (for example, Asset Management >
Software Certificates).
The panel displays your selection.
3. Repeat steps 1 and 2 for your other panels.
To change display on a panel, click the
4. Click the
button to display the Show list, and make another selection.
button to save your IT Home page.
A dialog box confirms that your customized layout has been saved.
5. Click OK.
When you next log on, you will see your saved IT Home page.
To expand and collapse panels

1. In the panel, click the
button.
The panel collapses.

2. In the panel, click the
button.
The panel expands to its original size.
To restore a default IT Home page view

1. In the IT Home page, click the
button.
A dialog box informs you that the default layout for this page will be brought back.
2. Click OK to proceed or Cancel to retain your current layout.
If you click OK, the panels on the IT Home page disappear and the Overview Console is displayed.
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To hide or show the navigation pane

In the IT Home page, click the Applications button to hide or show the navigation pane.
Customizing and using the IT Home page video

Disclaimer
Although the concepts and procedures presented in this video are correct, the user interfaces shown are
not current.
View video on YouTube
10.2.2 Using the Overview console

The information in this section is for people who fulfill one or more of the following support roles:
Problem coordinators
Service desk analysts
Specialists
Group coordinators
On-duty managers
This section provides the following information:
Overview console functional areas
Selecting status values
Console List table
Use the Overview console if you must respond to, manage, or track individual or group work assignments from a
variety of sources. For example, if your company runs the full BMC Remedy ITSM suite, either you or the group
you manage might receive work assignments from BMC Asset Management, BMC Incident Management, BMC
Problem Management, and BMC Change Management. From the Overview console, you can quickly get
information about all your work assignments and perform the procedures that you use most often.
The Overview console provides a view of work assigned across multiple applications. The implementation of the
Overview console uses a BMC Remedy AR System ARDBC plug-in to provide a consolidated view of all assigned
work from data sources in multiple applications without using replication of data or complex SQL views that
bypass APIs.The plug-in architecture is data driven. Configuration forms define how the plug-in is set, including
which forms to query, which fields to map to the table field, and an ARDBC form that performs the query.
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As you work with the forms and dialog boxes associated with this console, you might see a plus sign
included
in a field label. You can type part of the information next to these fields and press ENTER. If an exact match is
located, the program automatically completes the field. If a selection list appears, double-click the item you want
to put in the field. Using auto-fill fields and lists is faster, more consistent, and more accurate than typing the
information.
Related topics
Console list table

This section illustrates the functional areas of the Overview console and describes what you can do in each of the
functional areas.
Functional area
Purpose
Overview
Console header
Search
The Global search feature lets you search across multiple forms for records that match a key term.
Show/Company
This area contains the following fields: Show and Company. These fields combine to provide a way that you can filter the
records in the console table.
The Show field provides a filter by which you can manage the contents of the Console List table. The choices are:
Submitted By Me Shows all records submitted by you.
Assigned To Me Shows all records assigned to you.
Assigned To My Selected Groups Asks you to select one of the groups to which you belong, and then displays the
records assigned to that group.
Assigned To All My Groups Displays the records assigned to or requested for all of the support groups to which you
belong.
The Company field restricts the criteria that you choose in the Show field for the selected company. This helps you
manage the number of records returned by the Show field.
Refresh
Refreshes the data in the tables.

Note: Refresh does not appear in the Overview console when it is used in the IT Home page.
Navigation pane
View Broadcast,
or New
Broadcast
Opens the broadcast dialog box, from where you can view, create, modify, and delete broadcasts
When there are unread broadcast messages, this area displays a message: New Broadcasts, followed by the number of
new messages. When there are new broadcast messages, the area also turns red.
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Functional area
Purpose
Note: If you open the Overview console with no new broadcast messages, but the View Broadcast link is red, open the
Application Preferences dialog box and make sure that a Console View preference has been selected.
Functions
Use the links in this area to do the following actions:

Select Status Values See only those records in a certain state, which you specify from the Select Status Values
dialog box. See Selecting status values.
My Profile Set your profile.
Application Preferences Set your program preferences and options. This function is also available from the
application console.
IT Home Page
Use this link to open the IT Home Page.
ROI Console
Use this link to open the Return on Investment (ROI) console.
CMDB
Use this link to open the BMC Atrium CMDB.
Console List
panel
View
Displays a form containing detailed information about the selected record in the Console List table.
In a Hub and Spoke environment, when you click View, you open a record directly from the spoke server.
Create
Creates a new record.
Create for
Company
On a hub server in a Hub and Spoke environment, creates a record after asking you to select a company from a list of
operating companies. The record is created and submitted on the spoke server where the company is defined.
Print
Displays a report of the record contents that can be printed.
Service Context
Opens the Service Context Summary view for the record selected in the console table. For more information about Service
Context, see Using BMC Atrium Service Context.
Note: The Service Context icon is only available on the Overview console when you open the Overview console from the
Applications list.
Search for Ticket
Opens a dialog box from which you can select the type of ticket you are searching for. After you select the type of record
from the menu, click the Select button to open a search form specific to the type of ticket you are searching for.
Note: To see activity records and CI unavailability records, you must search for those tickets, because these records are not
displayed in the Console List table.
Preferences
Using Preferences, you can control the appearance of the Console List table. For example, you can add or remove a column.
Console List
table
Lists the different types of requests. See Console List table.

You can use the Select Status Values dialog box to filter the requests that appear in the Overview console based
on their status.
To select status values

1. From the Navigation pane, choose Functions > Select Status Values.
2.
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2. In the Select Status Values dialog box, select the status values for each category from the lists, then click
OK to close the dialog box.
3. If the Assigned Work table does not refresh with the filtered records, click Refresh to reload the table's
contents.
Console list table

The Console List table lists different types of requests. The types of requests that you can choose from depend on
the applications that are installed.
The table lists the following fields:
Field name
Description
Request ID
ID of the request. The prefix identifies each type of request. See the prefix descriptions in the following table.
Parent Request ID
ID of the parent request from which the current request was created, if applicable.
Request Type
Type of the request. Request types include:

Incident
Problem Investigation
Known Error
Change
Release
Work Order
Summary
Short description of the request
Service
Service CI related to the request
Status
Current status of the request
Priority
Priority of the request
Assignee Group
Support group to which the request assignee belongs to
Assignee
User name of the user to who the request is assigned.

BMC Change Management - Change Manager
Release Management - Release Coordinator
BMC Service Request Management - Request Manager
BMC Service Desk - Assignee
A specific prefix identifies each type of request:

Prefix
Description
CRQ
Identifies change requests. To view and define change requests, BMC Change Management must be installed.
RLM
Identifies release requests. To view and define release requests, BMC Change Management must be installed.
TAS
Identifies tasks.
SDB
Identifies solution database entries. To view and define solution entries, BMC Service Desk must be installed.
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Prefix
Description
INC
Identifies incidents. To view and define incidents, BMC Service Desk must be installed.
PBI
Identifies problems. To view and define problems, BMC Service Desk must be installed.
PKE
Identifies known errors. To view and define known errors, BMC Service Desk must be installed.
PR
Identifies purchase requisitions. To view and define purchase requisitions, BMC Asset Management must be installed.
You can also change the table's contents by using the Show and Company filters at the top of the console:
Show Shows records that either are assigned to you or to your support groups.
Submitted By Me All change requests created by you.
All All change requests, regardless of who created them.
Assigned To Me All change requests assigned to you.
Assigned To My Selected Group All change requests assigned to a specific support group of which
you are a member. If you select this, you are prompted to select the support group.
Assigned To All My Groups All change requests assigned to all of the support groups of which you
are a member.
Company Shows records that are created for the selected company.
If there are more entries than the system can show in the table, use the arrow keys at the right top corner of the
table to scroll through the table.
10.2.3 Navigating consoles, forms, and modules

This topic describes how to navigate around BMC Remedy ITSM consoles, forms, and modules:
What happens to data as I move back and forth on the breadcrumb trail?
How does the breadcrumb trail behave with forms in Search mode?
Can I force a second window to open?
Which consoles, forms, and modules open in a new window?
In most cases, when you open consoles, forms, and modules from the IT Home page, they open inside the IT
Home page view. Similarly, if you open a form from a console, the form replaces the console in the view.
Note
If you are working in a hub and spoke environment and open a spoke server record from the hub server,
the spoke server record opens in its own window. Each subsequent spoke server record that you open
from a hub server also opens in its own window. You can open as many spoke server windows as
necessary.
Be aware that opening a spoke server record on a hub server can take a little longer than it does to open
records in environments that are not configured for the Hub and Spoke capability. This is because the
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hub server must first determine which spoke server to connect to and then open the record in separate
browser window.
If you open a related record from a form, the related record opens in the view that was occupied by the form. For
example, if you are working with a problem investigation (the "parent" record) and from the parent record you
open a related incident request, the incident request replaces the parent record in the view. If you then open a
change request from the incident request, the change request replaces the incident request in the view, and so
on. To help you keep track of the records you are viewing and to help with navigation, there is a breadcrumb bar
across the top of the view field.
Note
Not all of the consoles, forms, and modules open in the view area. For example, the BMC Remedy AR
System Approval Central module opens in a new window. When a console, module, or form opens in a
window, it is not added to the breadcrumb bar.
The breadcrumb bar contains links to the records that you opened from the parent record. When you open a
record, the breadcrumb trail expands along the breadcrumb bar to the right, with the new link. If there are more
than six links in the breadcrumb trail, arrows appear at one or both ends of the bar that let you scroll back and
forward on the bar to see links not currently in the view.
The first link in the breadcrumb trail indicates the place from which you started. It can be a console or a form. For
example, if you open a change request record directly from the IT Home page, the first link in the breadcrumb
trail takes you to the change request.
The last link corresponds to the record currently in the view. If you open a link to the left of the record currently
in view, the system truncates the breadcrumb trail to that link. The history is retained, however, so you can use
the back and forward arrows in the navigation controls to move through the bar one record at a time. There is
also a history of your most recently viewed records, which you can use to move directly to a record. Click the
down arrow to open the history list.
Note
The Forward button is only visible after you move back down the breadcrumb bar by opening a link to a
record that you previously viewed.
The breadcrumb navigation buttons and bar
If you are viewing a record from the middle of the breadcrumb trail and then branch off to another parent-type
record, the system removes the forward breadcrumb trail from the point where you branched off and starts a
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new history from there, using the new parent-type record as the starting point. For example: You open a problem
investigation, then open a related incident request, and from the incident request you open a related change
request. If you go back to the incident request record and then open a second problem investigation, the
breadcrumb bar no longer contains a link to the change request. The breadcrumb trail now shows the original
problem investigation, the incident request, and the second problem investigation. It then shows any related
records that you subsequently open from the second problem investigation.
When you close the parent record, the system removes the breadcrumb history.
What happens to data as I move back and forth on the breadcrumb trail?
If you are entering information into a record and open another record from the breadcrumb trail, the system
prompts you to save the work, if you have not done so. If you do not save the information, the system does not
preserve it on the record and you must re-enter it later.
If someone updates a record on your breadcrumb trail that is not currently in the view, those changes are visible
to you when you open the record again.
How does the breadcrumb trail behave with forms in Search mode?
If you run a search from a form that is in Search mode, the last entry in the breadcrumb trail is the name of the
form.
When you open a record from the search results table, that record does not appear in the breadcrumb trail.
However, if you drill down through that record to open other related records, those related records will appear in
the breadcrumb trail.
To return to the originating record, use the history list.
Note
All of the records that you open from a form in Search mode are added to the history list.
To return to the results table, click the name of the form in the breadcrumb trail.
Can I force a second window to open?

If you press the Shift key and then double-click a record entry in any table, the record opens in a second window.
Also, if you hold the Shift key and click a link, button, and so on, the form or dialog box associated with the link or
button opens in another window.
Note
If there is a record in the history list that you want to open in a second window, press the Shift key and
then double-click the entry.
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If you are working in a new record that has not yet been saved and open a new child type record (task, activity, CI,
and so on), the system will open a new window automatically to accommodate the new child record. This
prevents the information in the new, unsaved parent record from being lost.
Which consoles, forms, and modules open in a new window?

Not all of the consoles, forms, and modules open in the IT Home page's view. The consoles, forms, and modules
in the following list open in a new window. If you open one of these from the IT Home page, any unsaved
changes to the IT Home page are lost.
Tip
Before you open any of the following consoles, forms, or modules, save the changes to the IT Home
page that you want to keep.
BMC Action Request System Administrator

Application Administration
BMC Service Level Management
Analytics
Service Management Process Model
10.2.4 User interface standards for field labels

On BMC Remedy ITSM forms, field labels provide data entry hints.
The following table lists the significance of field-label formats and special characters.
Significance of field labels for data entry
Field-label format
or special
characters
Significance for data entry
Bold label
followed by an
asterisk (*)
Field is required to submit and update the form.
Field label not

bolded
Field is optional.
Italicized label
System-generated value for this field. Typically this field is read-only for the user.
Label followed by
Additional functionality is associated with this field. Typically, you access this functionality by pressing Enter. For example, you
might press Enter in a field to access a search dialog box or to perform a search based on the value typed into the field.
If a field label followed by a plus sign is also bolded, the field is required. Otherwise, the field is optional.
a plus sign
Note: If you leave the field blank when you attempt to submit the form, the field is highlighted with a red border.
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10.3 Using the Request Entry console

This section describes the Request Entry console and how to use it to view, submit, and track requests.
Viewing information on the Request Entry console
User scenario
Using Knowledge Base articles to resolve problems
Submitting requests
Submitting a request survey
Providing feedback on the Request Entry console
The Request Entry console, shown in the following figure, serves as a front end for the request catalog. It
provides an easy-to-use user interface to view and submit requests, and manage them.
On this console, you can view available requests, submit and manage requests, and view Knowledge Base articles.
Request Entry console
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Note
If pop-up blocking is enabled for your browser, some features in the Request Entry console will not
function. To enable use of all features of the application, disable pop-up blocking or modify the pop-up
blocker settings to add the BMC Remedy AR System Mid Tier web server to the exception list.
10.3.1 Viewing information on the Request Entry console

The Request Entry console displays the following information:
A list of popular requests in your organization
A list of the popular Knowledge Base articles in your organization (if BMC Knowledge Management is
installed)
A list of your submitted requests
A slide show of services and other IT initiatives that your organization is promoting.
Quick links, if any, to external and internal websites
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A Search field to find requests and Knowledge Base articles

A Favorites link to view requests that you marked as your favorites from the Categories page
A Browse icon to find request categories that are available to you
Note
If you are using Microsoft Internet Explorer 8, to ensure that the browser displays image slides correctly,
navigate to Tools > Developer Tools and set Browser Mode to Internet Explorer 8 and Document Mode
to Internet Explorer 8 Standards.
In addition, the menu bar at the top of the page shows links and icons for:
Broadcasts Click this link to view broadcast announcements from your company. The Broadcasts popup
is configured in User Preferences. For more information about broadcasts, see Setting Request Entry
console preferences.
Cart Click this icon to view or add requests for submission. For more information about the shopping
cart, see Using the cart.
Home Click this icon from any screen on the Request Entry console and select the home page you want
to view: SRM Home Page (for the Request Entry console home page) or IT Home Page (for the IT Overview
Console page).
Question mark (Help) Click this icon to view the following options.
Help Click this link to view online help.
Give Feedback Click this option to submit your comments and suggestions about the Request
Entry console to the administrator. For more information, see Providing feedback on the Request
Entry console
Complete Survey Click this option to respond to surveys. For more information about surveys, see
Submitting a request survey.
Gear (Settings) Click this icon to view the following options:
Preferences Click this option to modify your console settings. For more information, see Setting
Request Entry console preferences.
Approvals Click this link to view a list of individuals who must approve your requests. For more
information, see Viewing current approvers.
On Behalf of Click this option to search for users on whose behalf you can allowed to submit
requests. For more information about submitting requests on behalf on others, see Submitting
requests on behalf of other users.
Down Arrow (Logout) Click this icon to log out of the Request Entry console.
Slide show
If the administrator has configured service marketing slides, you will see description and images of services and
other IT initiatives that your company is promoting. You can request a promoted service directly from the service
marketing area. For more information about submitting requests, see Submitting requests.
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Popular Requests
This selection lists popular requests in your organization. These requests are added automatically, based on how
many times users submits a request during a specified period of time. The maximum number (default is 10 if the
marketing pod is enabled, and 15 if the marketing pod is disabled ) and the length of the time period (default is a
week) is configurable by the application administrator. From this list, you can select a request with a single click.
Popular Articles
This is a list of the most popular Knowledge Base articles that are used to troubleshoot problems. This list appears
only if the administrator has installed BMC Knowledge Management. Click an article to view it in a separate
window. If none of the listed articles address your issue, enter a keyword in the Search field to find articles on a
specific topic. For more information about Knowledge Base articles, see Using Knowledge Base articles to resolve
problems.
Search
The Search field enables users to find matching requests and Knowledge Base articles using the type ahead
functionality. When the user begins to type in the Search field, the application displays suggestions in a
type-ahead list below the Search field. The user can select a suggested keyword, or continue to enter the
keyword in the Search field. Clicking the Search (magnifying glass) icon displays records that match the search
keyword. If there are too many results to display on one screen, the user can click more... to display results in
chunks.
My Requests
This is a list of requests that you submitted and, if any, requests that were submitted on your behalf by another
user. By default, the system shows requests that are in the Open or Draft status, along with their request ID,
submitted date, and status. You can filter the list of requests that is displayed by choosing an option from the
Show drop-down list. See Viewing and managing your requests.
Note
Information displayed about requests might not be current. For example, a request might have been
approved after it was displayed in the list, so its status is no longer Waiting Approval.
To see the most current information, refresh the list of requests by performing a search or by selecting
an option from the Show list.
Quick Links
This is a list of hyperlinks to internal and external websites, such as a link to a request catalog on a website. These
links display only if the administrator has configured them for your company. For information about configuring
quick links, see Configuring quick links.
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Favorites
This link displays a list of requests that you marked as your favorites on the Categories page. You can submit a
request, add to cart, or remove a request from your Favorites list from the BMC Service Request Management
home page. For more information about adding requests to the Favorites list, see Managing your list of favorite
requests.
Categories
The Browse button links to request categories that are available to you. When you select a category, you can view
the list of requests grouped under it. For more information about request categories, see Selecting requests from
categories.
10.3.2 User scenario

You must print presentation materials to distribute in an important meeting to be held in two hours, and the
printer stops working.
You open the Request Entry console to view popular requests and Knowledge Base articles (displayed only if the
BMC Knowledge Management application is available to you).
If you do not see an article that addresses your printer problem, enter a keyword in the Search field to search for
articles. The search returns requests based on the keyword that you entered. If you find an article that addresses
your printer problem, you do not need to open a request.
If you do not find a solution in the Knowledge Base, look through the list of requests. In the request catalog under
the Hardware category, you find the request that you need. For this request, IT has a target to fix a printer in one
hour, charged at a cost of $100 to your department.
You select the request, enter the required information, and submit it. In the Request Entry console, you view the
request in the My Requests pod and see that its status is In Progress.
When the service desk technician enters information indicating that the printer is fixed, you receive email
notification alerting you, and you can resume printing your materials. You also receive email notification asking
you to fill out a survey, indicating how you rate the response to your request.
10.3.3 Using Knowledge Base articles to resolve problems

If the administrator has installed the BMC Knowledge Management application, the Request Entry console
displays popular Knowledge Base articles in your company. If you find an article that contains the solution to fix
your problem, you can attempt to resolve the problem yourself. If none of these articles address your problem,
you can search the Knowledge Base for more articles. You can use the Feedback panel, located on the right, to
submit your opinion on an article.
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If you do not find an article to resolve your problem, you can submit an issue. The system automatically tags the
articles that you viewed before you submitted the issue. This enables Support to identify the articles, and possibly
review them.
For more information, see the following topics:
Searching for a Knowledge Base article
Reporting an issue from a Knowledge Base article
Providing feedback about a Knowledge Base article
Searching for a Knowledge Base article

This procedure describes how to search for a Knowledge Base article on the Request Entry console.
To search for a Knowledge Base article

1. Open the Request Entry console from a browser.
2. Enter the keyword (for example, Printer or Pr%) in the Search field, and click the Search icon.
The search results list articles and requests that match your criteria. Long lists are paginated. Click More to
view the expanded search view. The pagination drop-down list displays the range of articles, and you can
select the range that you want to view.
3. Click the title of the article that you want to view.
Optionally, you can submit your feedback on the article to indicate whether the information was helpful.
You can also rate the article and enter additional feedback in the Comments field.
Reporting an issue from a Knowledge Base article

When a Knowledge Base article does not help you to resolve an issue, you can report the problem directly from
the article.
To report an issue
1. In the bottom-right section of the article, click Report an Issue.
2. In the Report an Issue form, enter the following information:
a. In the Summary field, enter a brief statement of the problem.
b. (Optional) In the Description field, enter additional details of the problem.
c. In the Urgency field, select an option that indicates the urgency of the problem.
3. If you do not want to attach the article to the request, which is displayed in the All Articles Viewed field,
click Remove.
4. Click Submit.
Providing feedback about a Knowledge Base article

You can provide feedback to indicate whether a Knowledge Base article was helpful in resolving your issue.
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To provide feedback
1. In the Feedback panel, enter the following information:
a. Select Yes or No to indicate whether the article solved your issue.
If you select Yes, the relevancy of the article is increased.
b. (Required) From the Rate this article list, choose a rating.
c. In the Comments field, enter any additional details.
2. Close the article.
Your feedback is transmitted to the BMC Knowledge Management application. The administrator can view
feedback by running a report.
10.3.4 Submitting requests

This topic provides instructions for submitting a request. The following topics in this section provide more details
about submitting requests:
Selecting requests from categories
Managing your list of favorite requests
Submitting requests on behalf of other users
Ordering multiple products in a single request
Using the cart
Viewing and managing your requests
Copying a request
Viewing current approvers
Responding to approver questions: 8.1.01 and later
Adding an entry to the activity log
Reopening requests
You can submit an individual request or add several requests to your cart and submit them in a single operation. If
BMC Knowledge Management is available, you can search for articles that might help you to resolve the problem
without submitting a request. For more information about Knowledge Base articles, see Using Knowledge Base
articles to resolve problems.
To submit a request
1. Open the Request Entry console and perform one of the following actions to find a request offering:
In the Popular view, review the list of popular requests on the console. Click the More link to view
additional requests. If there is more than one page, click the Next Chunk or Previous Chunk arrows,
or select a chunk from the drop-down list. Mouse over a popular request name to view a description
of the request. (In version 8.1.01, mouse over the request name and click the Request Description
icon.)
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In the Browse view, select a category, and then select a request from the Available Requests area.
For more information about request categories, see To find requests by category.
Enter a keyword in the Search field, and click the Search icon. For example, if your printer needs
toner, enter toner cartridge, color printer, or printer. (The Service Catalog Manager might have
added keywords to simplify your searches.) The search results show only requests that you are
permitted to submit. If there are too many results to display on one screen, the user can click more...
to display results in chunks.
If your administrator has enabled marketing slides, you can submit a request for a service by clicking
Request Now on the slide promoting the service.
Note
Each option button located at the bottom of the service marketing section represents a
marketing slide. Click an option to view the associated slide.
2. Click the request name.

The Provide Information form appears. Your contact details, such as your phone number and email
address, are filled in for you. Required fields are in bold to help you identify information that you must
enter to successfully submit the request. (In some cases, the administrator might have added instructions
on how to respond to questions.)
3. (Optional) Click Edit and update your contact details, such as your phone number and email address.
If your administrator has allowed you to submit requests on behalf of other users, the On Behalf Of
Request icon also appears next to the Requested For field when you click Edit. For more information, see
Submitting requests on behalf of other users.
4. Enter the following information:
(Optional) The date when you need the request to be fulfilled.
Notes
The Required Completion field value cannot be earlier than the current date.
Setting the Required Completion field to a value earlier than the Expected
Completion value does not imply that the request will be completed by this date. The
default value for the Expected Completion field reflects the time period needed to
fulfill the request. For example, if the IT department requires two days to obtain a
monitor for you, the Expected Completion field is set to two days from the date you
submitted the request.
Answers to questions that have been provided. Depending on your response to a question, the
system might display additional questions.
To use custom date formats in answers to questions in requests, you must enter the custom
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date/time format on the Locale tab on the AR System User Preferences form. (The administrator can
also set the date format.) Both date and time must be included and separated by a semicolon:
date;time
Example
yyyy/MM/dd; HH:mm
To use custom date formats in Required Completion and Expected Completion fields on the Provide
Information form, you must select the Custom format for the Display Date/Time Style (Web) field on
the Web tab of the AR System User Preference form. For more information about setting preferences
on the Web tab, see Setting the Web tab.
(Optional) Attachments, such as an illustration of an office layout or a spreadsheet containing part

numbers of items that you need. Click the Add icon to browse to the location of the file on your
computer. You can attach up to three files.
You can view attached files in the Activity Log on the request's Details tab.
Note
Attachments are also accessible from the back-end fulfillment application, such as an
incident, a change request, or a work order. Conversely, from the Request Entry console,
you can access attachments that are added in other applications as public Work Info
attachments.
5. To view a summary of the information that you entered, click Summary.

6. If you are not sure you have all the needed information, click Save as Draft. The request appears in the list
of requests in draft mode. You can submit the request at a later date.
7. (Optional) If your administrator has enabled the cart, you can click Add to Cart to add the request to the
cart.
You can add multiple requests to your cart and submit them at once. For more information about adding
requests to the cart, see Using the cart.
8. To submit your request, click Submit.
You can also click Request Now from the Request Details page.
Your submitted requests are listed in the My Requests pod. Options to perform the following actions are
displayed below a submitted request:
Details Select this option to view the request summary and the activity log. Attached files, if any,
are listed in the activity log. You can also attach files from the Details tab.
Cancel Select this option to cancel a submitted request.
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Request Again Select this option to create a new request from an existing request. For more
information, see Copying a request.
Complete This option appears only for draft requests. Select this option to open the request and
update the information.
Respond (Version 8.1.01 and later) For requests requiring approval, select this option to respond
to requests for more information from an approver. See Responding to approver questions: 8.1.01
and later.
Related topics
Reopening requests
Selecting requests from categories

Typically, request catalogs group requests into categories to help users navigate through the catalog. For
example, you might see categories for hardware and software. Categories can be further divided into
subcategories. When you click a category, you can see available requests within it along with any subcategory
groupings.
To find requests by category

1. On the Request Entry console, click Browse, located adjacent to the Search field.
A list of available categories appears. By default, requests in the first category are listed. Subcategories, if
any, appear adjacent to their respective categories.
2. Click a category to view available requests in the panel below; click a subcategory to view requests
available within it.
3. To navigate back from a subcategory, click the left arrow button located next to the subcategory heading.
4. To submit a request:
a. Select the request from the Available Requests list to view its details.
b. Click Request Now and fill the Provide Information form
c. Click Submit.
5. To add a request to your list of favorite requests, click Add to Favorites.
Managing your list of favorite requests

If you submit some requests frequently, you can add them to your list of favorite requests. The Favorites list
makes it easier to find and submit frequently used requests. You can add requests to your Favorites list from the
Categories page, where requests are grouped by categories. You can view, submit, and add requests to your cart
from the SRM Home page or from the Categories page.
To create and manage a list of favorite requests

1. On the Request Entry console, click Browse to view the Categories page.
2.
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2. On the request categories page, select a category to view requests that are grouped under it.
3. Select a request and click Add to Favorites.
The request is added to your list of favorites.
4. Click the Favorites drop-down list, located adjacent to the Popular and Browse button, to view requests in
your Favorites list.
Below each request, The Add to Cart, Remove, and Request Now options are displayed.
To add a request to your shopping cart, click Add to Cart.
To submit the request, click Request Now.
To remove the request from Favorites, click Remove.

You can submit requests on behalf of other users if your administrator has set up an on-behalf-of rule that allows
you to submit requests on their behalf.
You might want to submit requests on behalf of other users in emergencies or due to other unusual
circumstances. For example, if someone in your department cannot create a request (perhaps a coworker's
computer is not working, or a coworker is on vacation and needs a request fulfilled), you can create a request on
the other user's behalf.
To submit a request on behalf of another user
To submit a one time request on behalf of another user
You can access the request-on-behalf-of option from the Settings menu, or directly from the Provide
Information form. When you access the request-on-behalf-of option directly from the Provide Information form,
the change of the "requested for" user is valid only for submitting the request one time. When you select a user
using the on-behalf-of option from the Settings menu, the "requested for" user remains unchanged until you
select a different user.
You can search for users on whose behalf you can submit requests from the Edit view of the Provide Information
form, or from the Options icon on the console's home page.
When you are acting on behalf of another user, you can only view requests that you submitted on behalf of that
person, and not requests submitted by that user or requests submitted by others on behalf of that user. In
addition, you can add requests to the cart on behalf of another user, but you cannot manage the cart for the
other user.
Note
When you add a one-time request to the cart on behalf of another user, the entry does not appear in the
cart, and the cart count is not incremented. The "requested for" user can see the request when he or she
opens the cart, and the correct cart count is shown.
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The My Requests pod lists the submitted request with details, such as the name of the person on whose behalf
you made the request and the request status.
To submit a request on behalf of another user

1. Click Settings (gear icon) located at the top of the Request Entry console home page, and select On Behalf
Of.
2. Click Search to find all the users on whose behalf you are permitted to submit requests.
To find a specific user, enter the user's name in the Search field and click the Search button.
3. Select the user from the search results and click Select.
The system returns you to the Provide Information form, which displays the selected user's name in the
Requested For field. If the user is not entitled to the request, the system displays an error message and
prevents you from creating the request.
4. Enter the necessary information, such as contact details, and click Submit.
5. To submit a request for yourself, click Settings and select Back to Myself.
To submit a one time request on behalf of another user

1. From the Request Entry console, select the request you want.
2. On the Provide Information form, click the Request on Behalf Of button that appears adjacent to the
Requested For field.
To request an offering that you had already requested on a previous occasion, click Request Again for the
appropriate request in the My Requests pod, click Edit , and click the On Behalf Of button that appears next
to the Requested For field.
3. Click Search to find all the users on whose behalf you are permitted to submit requests.
To find a specific user, enter the user's name in the Search field and click the Search button.
4. Select the user from the search results and click Select.
The system returns you to the Provide Information form, which displays the selected user's name in the
Requested For field. If the user is not entitled to the request, the system displays an error message and
prevents you from creating the request.
5. Enter the necessary information, such as contact details, and click Submit.
Ordering multiple products in a single request

Your company might create service request offerings that enable you to order multiple hardware and software
products in a single request. These specific service request offerings make use of the Product Ordering form. This
form is distinctly different from the Provide Information form that you use to submit other types of service
requests. The Product Ordering form lists only those hardware and software items that your company has made
available for product ordering.
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The following sections explain how to order multiple products in a single request:
To order products
To edit requester details
To order products
1. Open the Request Entry console.
2. Search the catalog to find the service request offering that is used for ordering products.
3. Click the link to open the product ordering service.
The Product Ordering form displays a list of available products along with the manufacturer,
model/version, market version, and price.
4. To filter the list by product type, select an option from the Search for list, such as Hardware or Software.
5. To search for a product, enter a keyword in the Search field and click the Search (magnifying glass) icon.
6. To view product details, select the product from the Available Products list.
The product's name, description, image and price are displayed.
7. In the product details pane, select the desired quantity, and click Add to Order.
Your ordered items are displayed in the Order Summary panel on the right.
8. (Optional) To change the quantity of an item in your order, in the Order Summary panel, enter the new
number in the Quantity field for the item, and click Update Order.
When you change the quantity, the system automatically updates the total price.
9.
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9. (Optional) To remove an item from your order, in the Order Summary panel, click the Delete icon that is
next to the item.
When you remove an item, the system automatically updates the total price.
10. To submit the request, click Submit; to save your request as a draft for submission at a later date, click Save
as Draft;
11. Click OK when the system displays a message confirming that your request has been submitted.
The request is displayed in the My Requests panel on the Request Entry console's home page.
To edit requester details

1. On the Product Ordering form, click Edit in the top panel where requester information is displayed.
You can update the Requested For name, phone number, and email address
2. If you are requesting on behalf of another user, perform the following steps:
a. Click the On Behalf Of icon next to the Requested For field.
b. Enter a user name (or part of a name) in the Search field and click the Search icon.
c. Choose a name and click Select.
For more information about requesting on behalf of another user, see Submitting requests on behalf
of other users.
3. Click Save.
Note
You need a Write license to submit draft requests on behalf of other users.
Using the cart

The Request Entry console provides a cart, similar to many e-commerce websites, so that you can add multiple
requests to the cart and submit them in a single operation. For example, you might decide to submit two requests
at once: fix your printer and upgrade your computer to the latest version of Microsoft Office.
Note
By default, the cart is not displayed on the Request Entry console. If the administrator configures the
cart, you will see the cart icon on the console for your use.
You can open only one cart a time. The cart is not available to guest users.
To submit multiple requests by using the cart
To view requests that were submitted from the same cart
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To submit multiple requests by using the cart

1. On the Request Entry console, open the request you want to submit.
2. In the request's detail view, click Add to Cart.
3. To view requests in the cart, click the cart icon.
The Cart Review window shows information for each request in your cart. A yellow warning icon next to a
request indicates that the request requires more information from you. You cannot submit the cart until
you provide all required information for each request in the cart.
4. To display only those requests that require more information, from the Show list, choose Requests
requiring a response.
5. To modify information in your request (for example, to change the expected date, modify your answers to
questions, or supply missing information), click Update Request.
6. To remove a request from the cart, select it from the list and click Remove Request.
7. To submit all requests in the cart, click Submit.
The submitted items appear as requests in the Request Entry console. You can view each one to see the
status of your request.
Note
If the Submit button is not enabled, one or more of your requests requires a response. See steps 4
and 5 in this procedure.
To view requests that were submitted from the same cart

1. On the My Requests pod, click the name of a request that was submitted from a cart.
2. In the Request Details window, select a request number from the Requests In Cart list.
Information about the request you selected is displayed in the Request Details window.
Viewing and managing your requests

To view requests by status type, select one of the following options from the Show drop-down list on the My
Requests pod:
All All submitted requests regardless of their status
Open and Draft Requests Requests that have not yet been closed and requests that have not yet been
submitted
Requests Needing Attention Includes requests for which a fulfillment worker has created an entry in the
request's Activity Log for you to read. Click the Request Details link to read the Activity Log, and then close
the Request Details dialog box. This removes the request from the list of requests that need attention.
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Note
If the requester and the fulfillment worker who created the activity log are the same user, the
request is not displayed under Requests Needing Attention.
In 8.1.01 and later versions, the Requests Needing Attention list also includes requests for which an
approver has requested more information. Click the Respond link to answer the approver's question, and
to remove the request from the list. See Responding to approver questions: 8.1.01 and later.
Recently Closed Requests Requests that were recently closed because they were fulfilled or because
they were rejected
Requests Closed Since Last Login Requests that were closed since the last time you logged on to BMC
Service Request Management
Closed Requests All your closed requests
To configure the default setting for viewing your submitted requests, see Setting Request Entry console
preferences.
To view requests
1. In the My Requests pod, click the record name or click Details.
The Details tab displays information to help you identify the request. This includes the request ID,
turnaround time, and so on. The Activity Log panel on the right displays comments entered by you and
other users, such as fulfillment workers. See Adding an entry to the activity log.
2. To view the approval information such as the approvers, approval status, and the justification for approving
or rejecting the request, click the Additional Details tab.
3. To view the process steps and fulfillment applications behind the request offering, click the Process View
tab.
When you click an object in the Process Detail window, its properties, such as the fulfillment details, display
in the panel on the right.
Note
You can view the Process View tab only if the administrator has enabled the option to allow users
to view it, or if you have SRM Administrator or Request Catalog Manager permission.
If you have permission to view incidents, changes, and work orders, and the fulfillment request was
submitted successfully, the request's ID appears as a link that opens the fulfillment request. For information
about troubleshooting the request, see Troubleshooting processes related to a service.
4. Click Close to close the detail window.
5. Click Cancel Request if you choose to cancel the request.
6. Click Contact Coordinator to send an email about the request to the service request coordinator.
7.
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7. Click Request Again if you want to create a new request from the current request.
See Copying a request.
To search for submitted requests

1. In the My Requests pod, click the Search icon.
The Search field appears below the Show field. You can search by Title, requester's first name, last name, or
full name.
2. Enter the search criteria, such as Request ID, and click the Search icon.
Requests that match the search criteria are displayed in the My Requests pod.
Note
Search supports only the "%" wildcard. Search might be case-sensitive or case-insensitive
depending on how the administrator has configured Full Text Search in BMC Remedy AR System.
Copying a request
If you need to create a request that is similar to a previous one that you submitted, you can use the Request Again
function to create a copy. You can modify the copy to create a new request. You can copy a request from its
Detail view and from the My Requests pod.
You can copy a request regardless of its status. That is, you can copy a draft, submitted, or canceled request.
When you copy a request, information in the original request is copied, including attachments. The data and time
fields values and questions regarding the date are not copied because they might not be valid for the new
request. Similarly, static values, such as options in a drop-down list, are not copied if they were revised after the
original request was submitted.
Note
(Version 8.1.01 and later) The Request Again function is not available for service requests created
automatically from incidents, changes, and work orders.
To copy a request
1. In the My Requests pod, click Request Again for the request that you want to copy. Alternatively, open the
request, and on the My Request Detail form, click Request Again.
The Provide Information form appears. The Required Completion and Expected Completion fields reflect
the current date. You can change these values if needed.
To submit the new request at a later date, click Save as Draft.
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To submit it immediately, click Submit.

To submit the request on behalf of another user, click Edit and click Request on Behalf Of at the top
of the Provide Information form.
The system creates a new request, with an unique Request ID and lists it on the My Requests pod.
For draft requests, the system displays the Complete option along with a pencil icon.
3. To edit a draft request, click Complete to view and modify the request details.
Viewing current approvers

If the Request Catalog Manager has configured a service request to require approval, you can view the individuals
who must approve your requests.
To view current approvers

1. From the My Requests pod in the Request Entry console, locate a request and click Details.
(Version 8.1.01 and later) If the Details link is not visible, an approver has requested more information from
you. To see details of the request, click the name of the request. See Responding to approver questions:
8.1.01 and later.
2. In the Request Details dialog box, select the Additional Details tab.
The names of approvers, the status, and other details appear in the Approval History pane.
Responding to approver questions: 8.1.01 and later

During the approval process, if approvers need information from you about your request, they will send you
questions. You can respond to approver questions in the Request Entry console.
To respond to approver questions

1. Open the Request Entry console.
2. From the My Requests pod, select Requests needing attention from the Show list.
3. Select a request that has a status of Waiting Approval.
4. (Optional) To view details of the request before responding, click the name of the request.
5. Click the Respond link.
6. In the More Information dialog box, read the question and provide your answer in the Response field.
7. Click Submit.

When you are viewing your requests in the Request Entry console, you can add summary information or an
attachment to the activity log to provide more information about the request. You can also view comments from
other users, such as fulfillment workers, who are working on your request.
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To add an entry to the activity log

1. Open the request from the My Requests pod.
The My Request Detail form appears.
2. Enter the text in the Notes field.
3. To add an attachment:
a. Click the folder icon next to the Attachment field.
b. In the Add Attachment dialog box, browse for the file on your computer, and click OK.
You can add only one attachment for each activity record, but the request can include multiple
activity records.
To clear an attachment that you just added, click the Remove File icon
4. Click Add.
The attachment displays in the Activity Log field along with an activity log entry that your action generated.
Related topic
Viewing activity log entries in the request
Reopening requests
When the fulfillment provider successfully finishes the request fulfillment process, the request automatically
reaches the Completed status. If your request has been completed (or rejected) but the service is incomplete, you
can reopen it from the Request Entry console. You can also reopen a request from a survey. (For more
information, see Submitting a request survey.)
You cannot reopen a request after it reaches the Closed status. Requests with a status of Completed are
automatically closed after 15 days.
Note
When you reopen a request, the original request is reopened in the fulfillment application if possible, or
a work order is created, depending on how your administrator configured your system.
If you are reopening a request that was rejected during an approval process, the request status changes
to Draft. If you are reopening a completed request, or a request that was rejected by a fulfillment
application worker, the request status changes to Initiated or In Progress, depending on the status of the
fulfillment request.
To reopen a request
1. From the Show field on the Request Entry console, select Closed Requests.
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Tip
For a more narrowly defined search, select Recently Closed Requests or Requests Closed Since
Last Login.
2. Select a request that has been rejected or completed.

3. Click Reopen and then click Yes .
4. On the Request Work Info form, add summary information, notes, and attachments as needed.
5. Click Save.
6. From the Show field, select All Open Requests, or click Open Requests in the left navigation pane.
7. If your original request was rejected, select the reopened request, and click Complete Request.
8. On the Provide Information screen, enter the required information, and click Submit.
10.3.5 Submitting a request survey

After your request is marked Completed, you are notified through email to respond to a survey. Each request
generates a separate survey.
Note
Surveys must be configured for your company and the option must be selected. If surveys are not set up
and the survey option is not selected, no surveys are generated.
To respond to surveys
1. From the menu at the top of the Request Entry console, click the Help Menu icon, and select Complete
Survey.
2. Select a survey, and click Respond.
3. Enter your responses to the questions.
Note
If the administrator has defined less than four survey questions, the undefined question boxes are
displayed as read-only boxes without questions.

To save your answers to the survey and complete the request, click Close.
If you are not satisfied with the actions performed on the request, click Reopen the Service Request.
(For more information, see Reopening requests.)
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Note
You cannot reopen a request after it reaches the Closed status. Requests with a status of
Completed are automatically closed after 15 days.
5. Click Submit.
Work information is added to the request.
10.3.6 Providing feedback on the Request Entry console

You can offer suggestions to the service request coordinator about the Request Entry console and the
implementation of the application.
To make suggestions
1. From the menu at the top of the Request Entry console, click the Options icon, and select Give Feedback.
2. On the Submit Suggestion tab of the Suggestions form, select a category for your suggestion (for example,
Common Requests or Metrics).
3. Enter a title in the Title field.
4. Enter your comments in the Suggestion field.
Note
If you are suggesting a new request, enter a suggested title and description.
5. Click Save.
6. To view your suggestion, click the Previously Submitted Suggestions tab.
10.3.7 Setting user preferences for the Request Entry console

You can modify the default appearance of the consoles that you have permissions to access.
From the Request Entry console, you can determine:
Default console settings, which you can use to determine the console view that appears initially (for
example, Popular Services)
Display of requests (for example, All Open)
Requests closed since the last time you logged on to the Request Entry console
Note
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Guest users cannot set Request Entry console preferences.
To set user preferences for the Request Entry console

1. From the menu at the top of the Request Entry console, click the Settings icon, and select Preferences.
The User Preferences dialog box is displayed.
2. In the General Settings section, specify the following information:
In the Submit Confirmation field, select the option you prefer:
Yes A confirmation dialog box appears when you submit a request.
No A confirmation dialog box does not appear when you submit a request.
In the Initial Console View field, select which of the following screens you want to view when you
open the Request Entry console:
Popular Requests
Request Categories
Note
The Submitted Requests option has been deprecated.
The default setting is Popular Requests. When you click Home in the Request Entry console,
you return to the view that you specify here. If no view is specified, clicking Home returns you
to the Popular Requests view.
In the User Locale field, select the locale of your choice.
Notes
Survey questions will not be displayed in locales other than en_US_English unless the
locale is also specified in the User Locale field.
Currencies displayed in the Request Entry console are not converted or calculated
based on the user locale preference. The currency is defined in the Price field in the
Definition tab of the service request definition (SRD), as explained in Creating a
standard SRD with the Service Request Definition form.
In the Time Zone field, select the time zone for your location.
In the Accessible Message and Accessible Mode fields, you can select the appropriate settings to
make the Request Entry console accessible to users with disabilities in accordance with section 508.
For more information, see Making your application accessible (Section 508 compatibility).
3. In the Broadcast Auto Popup field, specify one of the following defaults:
Never You never see the broadcast warnings.
On Console Open You see the broadcast warnings when the console opens.
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On New Broadcast You see the broadcast warnings only when there is a new broadcast.
4. In the My Requests section, modify the default search criteria for My Requests:
a. In the Show field, select whether requests with a particular status should appear.
For example, you might want to view only requests with a draft status. The default setting is All Open
Requests.
b. In the Recently Closed field, select the number and unit criteria for requests closed since you last
logged on.
For example, you might want to view requests that were closed in the last five days. If you are an
infrequent user, you can enter a higher number (for example, requests closed in the last two weeks
or months).
5. Click Save.
You must close and reopen the Request Entry console for the changes to appear.
10.4 Using the Service Request Coordinator Console

Service request coordinators use the Service Request Coordinator Console to plan, coordinate, and track
requests. The coordinators also have access to the Request Entry console and the Approval Console.
Following are typical service request coordinator activities:
Monitoring the current number of requests that require attention, are late, require approvals, have errors,
or are still open.
Creating requests on behalf of other users
Reviewing the approval cycle of requests
Troubleshooting requests
If there are problems with a request, the user can click Contact Coordinator in the request details to send an
email message to the service request coordinator to monitor or expedite the situation.
By default, the rules of the fulfillment applications use the round-robin process to assign a member of the
support group as the service request coordinator for a request. For more information, see Automatic assignment
methods.
This section describes how to use the Service Request Coordinator Console. The following topics are provided:
Search criteria for managing service requests
Company and Console View options
Viewing details in a service request
Adding work information to a request from the Service Request Coordinator Console
Reviewing user suggestions
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10.4.1 Search criteria for managing service requests

Use the Search Criteria section of the Service Request Coordinator Console to search for available requests. The
search results display requests in different states, such as Waiting Approval, based on the specified search criteria.
If you leave all the Search Criteria fields blank, the search results display requests that you have permissions to
view.
10.4.2 Company and Console View options

To change the contents of the search results (for example, to see all requests that need attention), use the
Company and Console View options in the left navigation pane of the console. These options are described in the
following table:
Option
Action
Company
Shows the requests based on company. If you have permissions to view only a single company, only that company appears in the list.
Selecting Global shows only the requests that are designated as Global. Clearing the field shows records for all companies to which you
have access.
View
Shows messages that are broadcast to all users in the company
Broadcast
Needs
Shows requests in which a fulfillment worker has entered an entry in the activity log. These entries are created when a fulfillment worker
Attention
creates a work info entry for the fulfillment record and sets it to public visibility in the request's activity log. This is a signal to the
requester to read the entry because it could contain important information that might need a response. As the request coordinator, you
might want to read such entries to stay informed about activities centering around requests.
SRs With
Shows requests that have errors you need to correct. See Troubleshooting processes related to a service.
Errors
Open
Shows requests that have not been completed yet
Requests
Myself
Shows requests that belong to you
Other
Person
Shows all other requests that do not belong to your group
Select My
Groups >
Select
Groups
Shows requests for the support groups that you select
All My
Groups >
Show All
Shows requests that are assigned to all support groups to which you belong
When you select a request from the search results, an abbreviated list of details appears in the Request Summary.
If the results list is paginated, you can select a page number from the Page drop-down list to navigate to a
different page.
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10.4.3 Viewing details in a service request

You can review the following information about requests from the Service Request Coordinator Console:
Request ID, Summary, Status, and Assignments
Work information
Service targets
Note
Requests are usually attached to an incident, a change request, a work order, or another fulfillment
application. Although incidents, change requests, or work orders inherit characteristics from the request
on which they are based, they have a life cycle of their own.
To view details in a request

1. To view all submitted requests, click Search in the Search Criteria panel. To find a specific request, enter
the request ID in the Request ID field, and click Search.
2. Select a request from the search results.
The request summary is displayed in the Details tab.
3. To track the request's progress, click the Work Info tab.
You can review the work performed on the request by fulfillment workers, customers, and users. To filter
the displayed work information, choose one of the following options from the Show list:
All Shows all work information
Customer Communication Shows only work information from the customer (requester)
General Information Shows general information about the request
4. If BMC Service Level Management is installed, click the Service Level tab to view the information in the
Service Targets table.
The associated service targets are listed in the Service Targets table. You can see whether the request is
proceeding within the service target time limits, or whether the target was missed. If the service target is
past due, you might want to contact the fulfillment providers for more information, especially if you need
to reset expectations with the user.
5. To view information about the request, click Request Details.
The Request Details dialog box shows read-only information about the request (for example, its request ID,
its status, submit and required dates, and so on).
6. To add notes or attachments to the activity log, click the Activity Log tab.
7. To view the processes behind the request, click Process View.
Note
If the Event Error button is enabled, it indicates a problem with the request that must be fixed. See
Troubleshooting processes related to a service.
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10.4.4 Adding work information to a request from the Service Request

Coordinator Console
You can add work information to the request on the Work Info tab on the Service Request Coordinator Console.
Use this feature to add work information about tasks performed on the request (such as the steps you took to
troubleshoot an incident).
To add work information to a request

1. From the Service Request Coordinator Console, search for and select your request.
2. Click Add Info To Request.
3. In the Request Work Info dialog box, select the work information type, for example, General Information.
4. From the Source list, select the source of this information.
Information sources can include email, system assignment, or the web.
5. Enter the details of your work information record in the Date, Summary, and Notes fields.
6. From the Locked list, select Yes or No to lock the log.
7. Select the view access:
If you want only users in your organization to see the entry, select Internal.
If you want everyone with access to the system to see the entry, select External.
8. To add attachments to the entry, click Add.
9. Click Save.
Your entry is added to the work history of the request.
10. To see a report of the activities you performed against this request, click Report.
10.4.5 Reviewing user suggestions

You should regularly review the qualitative feedback from application users (for example, a suggestion to add a
request to the list of Favorites).
To review suggestions
1. Select Functions > Suggestions.
2. Search the Suggestions form for items from your users.
You can search by category and create a report of user suggestions.
10.5 Reviewing the approval cycle of a request

You can follow the approval cycle of requests. Approvals can be required for certain state transitions. A request
has various states to indicate its position in the life cycle. Some key state changes are coupled with underlying
status changes to reflect the overall status of the request.
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10.5.1 To review the approval cycle of requests

1. From the Service Request Coordinator Console, select Other Applications > Approval Console.
Any approval to which the service request coordinator is assigned appears in the list of approval requests.
2. Select the approval request, and click Approve.
3. Close Approval Central.
4. Return to the Service Request Coordinator Console, and click Refresh.
The request is set to the Initiated status and removed from the list of requests that require your attention.
10.6 Approving or rejecting requests via email

Starting with Version 8.1.00, you can approve requests via email. When email-based approvals are enabled, an
email notification is sent the individuals who have approval authority for the request. Those people either can
approve or reject the request directly from the email notification.
Notes
If the approval process requires a password or requires that rejection of a request includes a business
justification, you cannot use email-based approvals. If this is the case, you must approve the request
from Approval Central.
Approval email notifications are also sent out to any alternate approvers defined for the process.
However, if the approver adds an alternate approver after the email has been sent, the alternate
approver will not receive the email.
The following figures show examples of approval emails. Instructions for approving and rejecting requests via
email are provided after the figures.
Email for a change request approval
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Email for a service request approval
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Note
The Server Timezone Offset displays the time zone offset information where the BMC Remedy AR
System server is located.
10.6.1 To approve or reject a request via email

1. In the approval email that you receive, click the request ID link to view the details of the request. However,
this is not applicable for service requests.
2. Click Approve or Reject.
An email formatted with your approval or rejection reply is displayed.
3. Send the email without modifying the text.
Warning
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Do not modify the content followed by the #DO NOT MODIFY FOLLOWING TEXT# text in the
email.
You are notified of the success of the approval or rejection by email, as shown in the following figure:
If you attempt to approve or reject a request that is in a state that cannot be changed (approved, rejected, closed,
or canceled), you receive an approval error notification email, as shown in the following figure:
If you receive a Approval Error Notification, click Launch Approval Central to view the status of the request.
10.7 Approving requests by using Approval Central

You can approve requests in BMC Remedy AR System Approval Central.
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10.7.1 To approve requests by using Approval Central

1. From the IT Home page, select Applications > Quick Links > Approval Central.
Approval Central displays all pending approval requests that are assigned to you. If there are many
requests, you can filter them by using the fields in the Search Criteria area.
2. (Optional) To view details of the request before responding, click the Request ID.
3. (Optional, version 8.1.01 and later) Ask questions about the request:
a. In the More Information area, enter the following values:
Field
Value
Type
Question
Question To
Requested For login name
Question
Text of the question
b. Click Save.
The request is marked as needs attention, and the user can respond to your question from the
Request Entry console.
4. Approve, reject, hold, reassign, or view the request.
After you approve the request, it no longer is displayed in the Pending Approvals table. The appropriate approvers
are notified of any reassigned approvals.
10.8 Using the Business Manager Console

The Business Manager Console is used to manage user requests. In this console, you can monitor the current
open and late requests, run request reports, and examine request trends. The top part of the console enables you
to specify search criteria, and the Search Results table shows requests in different states, for example, Pending
Approval, based on your query.
To access the Business Manager Console, you must have Business Manager permission. For more information,
see Roles and permission groups in BMC Service Request Management.
After you perform your search, the results appear in the Search Results table. When you select a request, an
abbreviated list of details appears in the Request Summary. If the list of requests is long, it is paginated. You can
select a page number from the Page drop-down list to view requests on that page.
You can also use the following Search Criteria filters at the top of the console to filter the requests that you want
to see:
Search Criteria filter
Description
Region
Region affected by request (for example, North America)
Site Group
Site group affected by request (for example, Northwest)
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Search Criteria filter
Description
Site
Site affected by request (for example, Seattle)
Status
State of request (for example, Draft or In Progress)
Category 1
Top-level category of request (for example, Software)
Category 2
Second-tier category (for example, Browser)
Category 3
Third-tier category (for example, Microsoft Internet Explorer)
Search button
Performs a search after you define your criteria
Clear button
Removes all search criteria
Default button
Resets search criteria to their default settings
The following topics provide more information about using the Business Manager Console:
Viewing status overview information
Request status
Viewing request details in the Business Manager Console
Adding work information to a request from the Business Manager Console
10.8.1 Viewing status overview information

The Business Manager Console uses flashboards to provide important data points and key metrics as charts. They
provide an overview of the current state of all requests as percentages. You can use them to monitor requests to
make sure your organization is meeting its identified goals.
To view status overview information

1. From the Business Manager Console, select one of the following options from the Chart list:
Open Requests shows all open requests.
Late Requests By Category shows all late requests by their Category 1 level.
These charts provide key metrics associated with requests occurring in the organization.
2. (Optional) Set the Apply search criteria? option to Yes.
When you select this option, the values entered into the Search Criteria fields that qualify the data shown in
the search results are also be applied to the charts displayed in the flashboard.
Note
The values that you enter can cause the chart to show no data in the flashboard. For example, if
you query the requests that are closed, but the chart shows open requests, the search returns no
rows.
3.
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3. Place your mouse pointer over the bar chart in a flashboard.

When you place your mouse pointer over one of the bars in the bar chart, a tooltip appears. The tooltip
displays information about the graph (for example, the number of requests that are in the Planning state).
4. Click the graph to view the requests.
The request form opens in Edit mode, showing the records that are in the Initiated state. You can scroll
through these records and modify them as needed.
10.8.2 Request status

On the Business Manager Console, you can view a list of requests by their status.
From the Status list on the Business Manager Console, select one of the following statuses by which to view
requests:
Request
Description
status
Draft
The request has been created but has not been submitted yet.
In Review
The request has been submitted and is being reviewed.
Pending
Work on the request has been temporarily suspended. You must specify a status reason (Approval or More Information) when the
status is Pending.
Waiting
The request has been submitted and is pending approval. A request goes into Initiated status when all of the approvers have approved
Approval
it. After the request is approved, its status changes to In Progress.
Initiated
Includes planning the work approved for implementation, targeting dates, and estimating costs. If the request is divided into several
tasks, the work order master can create and schedule these tasks.
In Progress
Fulfillment providers work on the requests. They log their progress as they implement the request and perform any tasks included in it.
When a task is completed, the task implementer for the task with the next number in the sequence is notified of the task assignment.
Completed
The request is updated to Completed when it is closed in the fulfillment application. Users can update a completed request, which
creates a work order.
Rejected
The approver rejects the request (for example, a manager decides that it is more cost-effective to buy a new computer than to replace
the hard drive).
Cancelled
The request is cancelled (for example, because the user remembers the password).
Closed
The request is closed when a requester completes the survey (if surveys are enabled), or automatically closes after 15 days.
10.8.3 Viewing request details in the Business Manager Console

You can view the details of your outstanding requests in the Business Manager Console.
To view request details

1. In the Business Manager Console, use the Search Criteria filters to search for requests.
2.
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2. Select a request from the search results.

The Request Summary displays high-level information about the request (for example, the service
coordinator, the submit date, any price associated with the request, and so on).
3. Click Request Details.
On the Details tab, you can view information about the request, for example, the request ID, status, submit
and required dates, and so on. The Activity Log panel on the right shows comments entered by the user
and fulfillment workers.
To view the provided information from the requester, click the Additional Details tab.
To view the processes behind the request and the fulfillment details, click the Process View tab.
Note
Depending on your permissions and the definition of the request, you might not see
Process View tab. For more information, see Viewing PDTs in the Visual Process Editor.
4. (Optional) Add notes and attach a file to the log.
10.8.4 Adding work information to a request from the Business Manager

Console
You can add work information, such as notes on completed tasks, to a request.
To add request work information

1. From the Business Manager Console, select a request, and click Add Info To Request.
2. From the Request Work Info form, add work information as needed (for example, notes or an attachment).
3. Click Save.
Related topic
Work information
10.9 Using the Work Order Management application

This section describes how to create, assign, and manage work orders and related tasks. It also describes the user
(functional) roles in Work Order Management.
Functional roles in Work Order Management
Using the Work Order Console
Creating work orders
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Assigning work orders manually

Updating assignment availability
Communicating with work order assignees and groups
Searching for work orders
Viewing details of a service request associated with a work order
Viewing truncated data in a work order
Using BMC Atrium Service Context
Using reminders
Working with tasks
Closing work orders
Updating your profile
10.9.1 Functional roles in Work Order Management

This section describes the functional roles, work order manager and work order assignee, in Work Order
Management. Functional Roles provide additional capability to the users, not based on permission group, but in
the context of the support group to which it is related.
Work order manager
Work order assignee
Work order manager

The work order manager is responsible for the quality and integrity of the work order management process.
Work order managers are usually the heads of the functional (user) groups that deliver a particular service. For
example, the manager in charge of facilities would be the work order manager for all facility work orders, while
the manager in charge of telecommunications would be the work order manager for phone work orders. As a
result, when a user creates a service request for a new employee who needs office space and a phone, the
request creates a work order for a new office and another work order for a new phone. The first work order is
assigned to the facilities department, and the second work order is assigned to the telecommunications
department.
Responsibilities and activities
Permissions and functional roles associated with work order managers
Responsibilities and activities

In large companies, the work order manager's main responsibilities usually involve planning and oversight.
However, in small companies the work order manager might also function as the work order assignee who
performs the tasks for the work order. In the Work Order Management application, users with either the Work
Order Manager or Work Order Assignee functional role can be assigned to individual work orders, so you can
choose how to apply these roles in your organization.
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The work order manager's activities and responsibilities can include the following:
Synchronizing work orders with service requests
Creating tasks to use with work orders
Handling work assignments
Monitoring support staff activity involved in implementing the work order
Planning work orders, which includes identifying, creating, and sequencing the tasks that must be
performed to accomplish the work order
Scheduling people and resources to implement each task
Tracking work orders and tasks
When a work order is created, according the the specified criteria, it is automatically assigned to the appropriate
work order assignee. The supervisor, group, or individual can be notified of assigned work orders by email or
pager. Using the assignment engine, related tasks are automatically assigned to the appropriate work order
assignee.
Permissions and functional roles associated with work order managers

The work order manager can have the following permissions and functional roles:
Work Order Master or Work Order User permission Provides access to the Work Order Console,
individual work orders, and the Overview Console. Users with Work Order User permissions can modify
work orders belonging to their own support group. Users with Work Order Master permissions do not need
to belong to a support group to modify work orders. See Roles and permission groups in BMC Service
Request Management.
Work Order Manager functional role Allows the user to be assigned to individual work orders. See
Application Functional roles.
To work with tasks, the user needs Task User permissions. For information about other levels of task permissions
required, for example, to create task templates, see the Task Management System permissions.
Note
Using the Task Management System (TMS) functionality is optional with work orders. You can create
work orders that do not use TMS tasks.
Work order assignee

Work order assignees are responsible for planning and implementing assigned work orders. They are usually
people with specialized abilities in the support department of larger organizations. The work order assignee
might be working actively on the work order, or coordinating the efforts of other groups or individuals working
on tasks, if necessary.
Assignee activities and responsibilities include the following:
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Gathering appropriate information based on the work order assigned

Providing status updates to requesters on request
Plan the task schedule
Executing the tasks that make up a work order
Reviewing all completed tasks, if more than one work order assignee helped complete the overall work
order
Determining requester satisfaction with the overall work order
For information about roles and permissions in Work Order Management, see Roles and permission groups in
10.9.2 Using the Work Order Console

The Work Order Console provides a dedicated workspace for managing work orders. This console enables work
order managers and assignees to track work orders quickly and efficiently.
To open the Work Order Console, perform one of the following actions:
Use the instructions at Opening application consoles.
Use the URL provided by your administrator to access the console directly.
For more information about the console, see Work Order Console functional areas.
Work Order Console functional areas

The following table lists the functional areas of the Work Order Console:
Functional
area
Description
Chat
If the administrator has configured Chat, the Chat icon is displayed adjacent to the Help option at the top of the page. Chat enables
you to initiate one-on-one live chat sessions from the Work Order Console. For more information, see Using chat.
Show,
Filter By,
Magnifying
glass icon,
More filters
This area contains the following fields: Show, Filter By, and Search. These fields combine to provide a way that you can filter records
in the Work Order table or Tasks table.
The Show field has a menu from which you select the basic criteria by which you want to filter the contents of the table, the menu
choices include:
Submitted by me All work orders or tasks created by you
All All work orders, regardless of who created them
Assigned to me All work orders or tasks assigned to you
Assigned to my group All work orders or tasks assigned to a specific support group of which you are a member. If you
select this, you are prompted to select the support group.
Assigned to all my groups All work orders or tasks assigned to all of the support groups of which you are a member
The Filter By field places conditions on the basic criteria that you select in the Show field. This helps you manage the number
of records returned by the Show field. If you select Assigned to me in the Show field and All Open > All Priorities from the
Filter By field, the table contains all open work orders or tasks, regardless of their priority, that are assigned to you.
The Magnifying glass icon opens a dialog box from which you can edit, save, and delete custom searches. Saved custom
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Functional
area
Description
searches appear in the My Searches node of the Defined Searches list. For more information about custom searches, see
Using custom searches.
More filters provides a way for you to further filter the contents of the Work Orders or Tasks table. If you still have a large
number of records after using the Filter By field, click Advanced to open a dialog box that contains fields in which you can
indicate even more precise information, such as product or operational categories.
For example, using the advanced field you can add the product category Hardware to the filter. When added to the Show and
Filter by fields, the table now contains all open hardware work orders or tasks, regardless of their priority, that are assigned to
you. A check box appears in the More filters label to indicate when a filter from this area is active.
Refresh icon
Updates the console with the latest information
Work
Orders/Tasks
table
This table displays high-level details about work orders or tasks depending on the Console Focus you select. The displayed records
match the status specified in the Work Orders summary in the navigation pane, or those that were found by the most recently
completed search. The WO prefix identifies the work order requests, and the TAS prefix identifies related tasks. You can filter the
requests in the table by using the menu options in the Show and Filter By fields.
Create
Opens the New Work Order form so you can create a new work order. For more information about work orders, see Creating work
orders.
Create for
Company
(Hub and
Spoke
environments
only)
Opens the New Work Order form after you identify the company for which you are creating the record. For more information about
Hub and Spoke, see Hub and Spoke capability overview.
View
Opens the work order record selected in the table

In a Hub and Spoke environment, when you click View, you open a work order record directly from the spoke server.
Print
Displays the details of the work order selected in the table as a report.
Service
Context
Opens the Service Context summary view for the record selected in the Work Order table. For more information about service
context, see Using BMC Atrium Service Context.
Preferences
Displays options to add and remove columns in the Work Orders table, set time intervals to refresh work order information, save
updated preferences, and reset default preferences.
Work Orders
Groups work orders by their status: Open, Unassigned, Pending, and Resolved. Click a group to view a list of individual work orders
in the Work Orders table in the right pane.
Functions
Click the right arrow to view links to perform the following actions:
New Work Order Opens the Work order form in New mode
Search Work Order Opens a search form that lets you search for change records according to the criteria that you supply.
For more information about searching for work orders, see Searching for records.
My Profile Enables you to set your profile. For more information about setting up your profile, see Updating your profile.
Application Preferences Enables you to set your application preferences and options. For more information about setting
your preferences, see Setting application preferences and options.
Reminders Opens the Reminders dialog box. For more information about reminders, see Using reminders.
Reports Opens the Reporting Console. For more information about reports, see Using reports.
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Functional
area
Description
Console
Focus
Enables you to switch the focus to work orders or to tasks, and to view work orders or tasks that match the criteria selected in the
Show field.
For more information about tasks, see Work order task groups and tasks.
To set the focus to work orders, click the Show Work Orders link in the upper right corner of the table. To set the focus to tasks,
click the Show Tasks link in the upper right corner of the table.
Work Order
Clicking the Work Order link displays details about the selected work order.
and Tasks
links
Clicking the Tasks link displays tasks related to the selected work order.
(Visible when
the Console
Focus is set to
Work Orders)
Work Order
Details and
Task Details
(Visible when
the Console
Focus is set to
Tasks)
Clicking the Work Order Details link displays work order details about the task.
Work Info
Shows activity associated with the work order or task
Clicking the Task Details link displays details about the selected task.
The Work Info area enables work coordinators to view or define actions performed or information gathered about a work order. For
example, you can define a work information entry that documents the installation and back-out procedures for a change.
You can perform the following actions in this area:
Create Create a new activity
View Displays details of the selected activity
Report Displays a report of the Change Work Info history
10.9.3 Creating work orders

This section describes how to create work orders and use work order templates. The following topics are
provided:
Entering work information for a work order
Using the Categorization tab to classify work orders
Relating work orders to other fulfillment records
Adding details to a work order
Defining dates for a work order
Selecting work order templates
The following procedure describes the basic steps for creating a work order in the Best Practice view.
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To create a work order

1. From the IT Home Page, choose Service Request Management > New Work Order.
The Work Order form appears, and a Work Order ID is automatically assigned to it. The functionality you
see varies according to which other applications are installed (for example, BMC Service Level
Management).
If you are working in a Hub and Spoke environment, you are asked to identify the company you are
creating the record for. Select the company from the drop down list, then click Create. The work order
form opens on the spoke server of the company you chose.
The initial status of a work order is Assigned. To move the work order from Assigned status to its next
status, you must enter information in the required fields. For more information about status transition, see
About work order status transitions.
2. On the new Work Order form, select the company from the Company field.
3. Enter the customer name in the Customer field.
If the customer record uses the VIP or the Sensitive flag, this information appears in red after the Customer
field label.
4. (Optional) Enter your contact's name in the Contact field.
5. In the Notes field, enter the work order details.
6. (Optional) Select a work order template to complete the contents of the work order.
Work order templates are especially useful in any work order that follows well-defined methods for
specific and repeated requirements. Work order templates do more than simply fill out fields for you; they
can also include tasks with the work order. See Selecting work order templates.
7. In the Summary field, enter a brief description.
8. In the Work Order Type field, enter a type (for example, General).
9. In the Request Manager section, select values for Support Group Name and Request Manager. You do not
need to enter values if the assignments are already set unless you want to change them.
10. (Optional) In the Service field, select a service configuration item (CI) to relate to the work order.
You can enter part of the service name in the field to see a list of matches.
Items in the list are retrieved from the Atrium Service Catalog.
Selecting a service CI automatically performs the following actions:
Updates information in the Product Categorization area of the Categorization tab of the work order,
based on the categorization of the service CI. You can modify the Product Categorization values
later.
Relates the service CI to the work order as a "Related to" association type.
After it is established, you cannot delete the association from the Relationships tab. However, you
can clear the business service from the Service field and save the record to delete the association.
Note
Some CI types are virtual, while others are physical. The Business Service CI type is an
example of a virtual CI. In this context, a business service can be provided from one
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business or organization within a business to another. Business Service CIs can include
customer support, employee provisioning, server farms, storage, and so on.
The business service selected by a requester in response to a question takes precedence over a
business service specified in the Work Order template or in the SRD. (The business service specified
in the SRD takes precedence over a business service specified in a Work Order template.).
11. To view the service details, click the CI icon located next to the Service field; to view the service context
details for a business service, click the Service Context icon located next to the CI icon.
For more information about service context, see Using BMC Atrium Service Context.
12. Enter values for the fields in the Request Assignee section.
Alternatively, click one of the following links in the Quick Action section of the navigation bar at the left:
Assign to Me assigns the work order to the user who is logged in, if the person has Work Order
Master permission or the Work Order Assignee role.
Auto Assign assigns the work order according to the rules in the Assignment Configuration form.
13. Select the Priority to identify the importance you (as support staff) assign to the work order.
Priority indicates the relative order in which changes should be addressed. It is influenced by
considerations of risk and resource availability. The default value of the Priority field is Low.
14. (Optional) From the Vendor Group menu, select the vendor.
15. If the vendor's ticket number is available, type it in the Vendor Ticket Number field.
16. Click Save.

You sometimes need to modify a work order with work history entries that you create during its life cycle to
document activities performed or information gathered. Use the Work Detail tab to add work information about
tasks performed on the work order. For example, you can track a work order's progress by recording the steps
that you took to implement it in the work history.
You might add work information about the following activities:
General Information Notes about the work order. For example, you might want to note that a particular
CI was deployed and include the date.
Planning Notes about a plan to implement a work order throughout your organization
Implementation Installation and back out procedures for the work order
Costing and Charging Additional information about the cost of the work order. For example, you might
want to note that the cost was split between two cost centers or that the cost to implement a work order
came under budget.
Work information is passed between fulfillment requests and service requests. For more information, see How
activity log information is passed.
This topic provides the following instructions. For information about using email to add work information, see
Adding work information using email.
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To enter work information for a work order

To view work information for a work order
To enter work information for a work order

1. From the IT Home Page, choose Service Request Management > Search Work Order, and click Search.
2. Select the work order to modify, and make the appropriate changes.
3. Click the Work Detail tab.
4. In the Notes field, enter notes about the work order.
5. To add an attachment, click the folder next to the Attachment field, and browse for a file.
To clear an attachment that you just added, click the Remove File icon
6. To add more details:

a. Click the arrow next to More Details.
b. Add more attachments, as needed.
c. From the Work Info Type list, select the type of work information to add.
d. From the Source list, select the source of this information.
Information sources can include, for example, email, system assignment, or the Web.
e. For the Locked field, select Yes (to lock the log) or No.
f. In the View Access field, select one of the following options:
If you want only users in your organization to see the entry, select Internal.
If you want everyone with access to the system to see the entry, including requesters, select
Public.
When a work note is created in the back-end application and is marked as Public, the work
note appears in the request's activity log in the Request Entry console. If the work note is
updated, the original work note remains in the request's activity log, but the updated
information is placed in a new entry in the request's activity log.
If the work note in the back-end application is updated and the Assignee marks it as Internal,
the original work note remains in the request's activity log, but the updated information is not
displayed.
7. Click Add to add your entry to the work history.
Warning
You cannot modify a Work Detail entry after you lock it.
8. To filter specific work entries that appear in the table based on the type of activity, select an option from
the Show field.
9. To see a report of the activities that you performed against this work order, click the Report icon
10. To see all entries for work information history, click the View icon.
Note
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When you return to the Work Order Console, you might need to refresh the Assigned Work
Orders table to see all the modified records.
11. Click Save.
To view work information for a work order

1. Double-click an entry listed on the Work Detail tab.
The details appear on the tab.
2. To view an attachment, click the Download icon
3. Click Clear to return the tab to a state that allows you to enter new work information.
Adding work information using email

You can add work information to an existing records. Depending on how your system is configured, you can add
work information to any of the following BMC Remedy ITSM record types:
Incident request
Problem investigation
Known Error
Work Order
Service Requests (updates the Activity Log on the Service Request form)
Task
This topic describes how to add work information notes to all record types by using email. It also contains the
following information:
The page Adding work information by using email does not exist.
Using the Categorization tab to classify work orders

The Categorization tab describes the work order and shows which products and services are affected by the work
order.
Note
Operational and Product categorizations are not configured as shipped for work orders. You must
modify the records in the Operational Catalog Setup and Product Catalog Setup forms if you intend to
use them with work orders. For more information, see Modifying product information.
To use the Categorization tab

2.
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2. Select a work order, and click the Categorization tab.

The Location field value is populated from the Customer field.
3. Enter information about the Operational and Product categorizations.
Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup
form.
Product categorization, which is based on a five-tier hierarchy defined in your Product Catalog Setup form,
also includes product name, model/version number, and manufacturer.
4. Click Save.
Relating work orders to other fulfillment records

The Relationships tab on the Work Order form includes a table that lists all service requests that are related to the
work order.
Note
If the BMC Remedy ITSM applications are installed on a remote system, status information is not visible
in the table. This is because the status sync up workflow is implemented in filters, but filters do not
support accessing forms on a remote system. If the BMC Remedy ITSM applications are installed on a
local system, there is no issue.
On the Relationships tab, you can perform the following actions:

Relate other work orders, incident records, change requests, and configuration items (CIs) to a work order
View related fulfillment records, such as other work orders, incidents, change requests, and CI forms, if you
have the required permission
Remove a relationship with a related work order, incident, change request, or CI
Note
You can relate a CI to a work order from a work order form, but you cannot relate the a work order to a
CI from the CI form.
To relate work orders to other fulfillment records

1. From the IT Home Page, select Service Request Management > Search Work Order, and click Search.
2. Select the work order, and click the Relationships tab.
3. From the Search list (under Create Relationships) at the bottom of the tab, select the type of record to
which to relate the current record. Alternatively, you can skip step 2 and step 3, and select Create
Relationship To > Type of Record from the Quick Action section of the navigation bar on the left.
4. In the search window for the request type, enter a string in the Search field, and click the Search icon
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4.
Note
The search fields that are displayed can vary depending on the type of record that you chose in
the Search list.
5. In the search results table, select the record to relate to the work order.
6. From the Select a Relationship Type list at the bottom of the search dialog box, select Related to, and click
Relate.
To view related work orders

1. Select a related work order in the table on the Relationships tab.
2. Click the View icon
The related work order appears on the Work Order form.
3. To return to the current work order, click on work order number listed in the path of links ("bread crumbs")
at the top of the form.
To view and manage relationships with other fulfillment records

1. To view a related fulfillment record, such as an incident record, select it in the Relationships table, and click
the View icon.
2. To unrelate a service request, select it in the Relationships table, and click the Remove icon
Note
To restrict the number of requests that appear in the table, select the request type in the Show Related
field.
Adding details to a work order

The Details and Details 2 tabs appear on the Work Order form only if a work order template is included with a
work order, and the template refers to fields on the Details and Details 2 tab. See Selecting work order templates.
The details tabs contain thirty fields that were provided to accommodate customizations to the application. In the
sample templates, some fields have sample labels; the other fields show "Not Used" as a label.
To define details fields

2. Select the work order, and click the Details tab or the Details 2 tab.
3. Enter information into the details fields provided by your administrator.
4.
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4. Click Save.
Defining dates for a work order

The Dates/System tab contains optional fields that you can use to enter the scheduled and actual dates for a work
order. Some of this information, such as scheduled start date and scheduled end date, is displayed in the Work
Orders table on the Work Orders console.
The tab also includes system information fields that display the submit date and submitter. You cannot modify
these fields.
To define dates for a work order

2. Select the work order, and click the Dates/System tab.
3. Enter appropriate dates in the following fields:
Scheduled Start Date An estimated time to start the work order
Scheduled End Date An estimated time to finish the work order
Actual Start Date The actual time that the work order was started. If you do not enter a date in this
field, it is automatically populated when the work order's status is changed to In Progress.
Actual End Date The actual time that the work order was finished. If you do not enter a date in this
field, it is automatically populated when the work order's status is changed to Canceled or
Completed.
The Completed Date field is automatically populated when the work order's status is changed to
Completed.
The Submit Date field is populated automatically when the work order is submitted.
4. Click Save.
Selecting work order templates

Work order templates let you quickly and efficiently create "standard" work orders with a minimum of mouse
clicks and keyboard entry. Work order templates are useful in any work order that follows well-defined methods
for specific and repeated requirements, for example, Installs, Moves, Adds, and Changes (IMAC). New and
occasional users to work orders should find work order templates very helpful.
You can only apply a work order template while creating a new work order, before the work order is saved. You
can also select a work order template only once for each work order.
If you need details fields with your work order, you must generate them from a work order template. For more
information about adding details, see Adding details to a work order.
To select templates
1. From the IT Home Page, select Service Request Management > New Work Order.
2.
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2. In the Template field, enter the name of the template and click the Search icon.
If you do not know the template name, click the Search icon to find available templates.
3. In the Work Order Available Templates dialog box, click View to examine the contents of a work order
template.
The template appears in read-only mode. Viewing a template enables you to see its assignments, its task
and task group templates, and other features.
4. Close the Work Order Template dialog box.
5. In the Work Order Available Templates dialog box, click Select Template.
The contents of the template are applied to the work order. The work order template overwrites any field
values and tasks that are already present in the work order. If the work order already includes relationships,
these are not overwritten. Additional relationships are included with the work order. Similarly, any
information that you enter in the Notes field is not overwritten.
10.9.4 Assigning work orders manually

If an automatic assignment definition was not created for a work order, the work order must be assigned or
reassigned manually. Only persons with the functional role of Work Order Assignee or Work Order Manager can
assign (or be assigned to) work orders. The assignee is notified of work order assignments by email or pager. By
default, all open work orders assigned to you are listed in the Work Orders table in the Work Order Console.
The work order assignee must ensure that the assignment is correct. If the assignment is not correct, the work
order manager can reassign the request.
To assign work orders manually
To reassign a work order
Related topic
Notes
The individual you assign as Request Manager must have the functional role of Work Order
Manager.
The individual you assign as Request Assignee must have the functional role of Work Order
Assignee or Work Order Manager.
If you only specify the Support Group Name, at least one member of that support group must
have the appropriate functional role (Work Order Manager for Request Manager, and Work Order
Assignee or Work Order Manager for Request Assignee.)
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To assign work orders manually

2. Select the work order.
Based on the default configuration and requester information in the work order, certain fields might
already be filled.
3. To assign a Work Order Assignee, select the appropriate options from the following fields in the Request
Assignee section:
Support Group Name
Request Assignee
4. Click Save.
To reassign a work order

2. Select the work order from the search results.
3. On the work order form, select the assignee to whom to assign the work order.
4. Click Save.
Related topic
Configuring work assignments
10.9.5 Updating assignment availability

Your assignment availability status indicates whether you are available to accept work assignments. If your status
is Yes, you are available. If your status is No, you are not available.
To update assignment availability

1. From the IT Home Page, select Service Request Management > Work Order Console.
2. Click Functions > My Profile.
3. From the Assignment Availability field, select the status.
4. Click Save.
10.9.6 Communicating with work order assignees and groups

The Work Order form provides the following methods of sending messages to individuals or organizations:
Chat
Email
Page
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To chat with an individual

2. Click the Chat icon, located next to the Welcome message.
3. Select the user from the appropriate user lists in the Start Conversation window.
4. Close the chat window after you complete your conversation.
For more information on using chat, see Using chat.
To send an email message

2. Select the work order from which to send the email.
3. From the left navigation pane, click Functions > Email System.
4. In the Email System dialog box, indicate the recipient by selecting one of the following options:
Select Current Contact When you open the Email System form, if there is a current contact
assigned to the record, the contact's name and contact information appears in the table and is the
default recipient.
Select Current Assignee Select this option to select the current assignee. The current assignee's
name and contact information appears in the table.
5. If you are sending the email to another recipient, complete the following steps:
a. Complete the fields in the People Search Criteria area, and click Search.
b. When the search finishes, select the recipient's name in the search results table.
If you need to see more information to determine which is the correct name in the list, select an
individual's name from the list, and click View. This opens the People form, which contains detailed
information about the recipient.
6. Complete the email information fields:
Internet Email Type the recipient's email address here.
You can find this information by selecting the person's name from the search results list, and clicking
View. When the People form appears, look for the Internet Email field on the General tab.
Email Subject Line By default, the subject line contains the work order ID number, to which you
can append text to or over-type.
Email Message Body Type the message text here. A series of buttons, to the right of the Email
Message Body field, enables you to automatically insert text from the record into the message text.
Note
If one or more of these buttons appear disabled, it means the corresponding field in the
record contains no information.
Email Attachment You can attach a file to the email message (you are limited to only one
attachment). To do this, right-click inside the Email Attachment table, and click Add. The Add
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Attachment dialog box appears. Navigate to and select the file to attach. Click Open. Details of the
attached file appear in the table.
7. Click Send Email Now.
To page a person or an on-call group

2. Select the work order from which to send the page.
3. From the left navigation pane, click Functions > Paging System.
4. Click one of the following tabs:
Page By Person, to page an individual
Page By On-Call Group, to page the on-call member of a specified group
5. Select the recipient.
To do this, complete the fields in the Search Criteria area, and click Search. Click the recipient's name in
the search results table, and click Select.
If you are sending a page to a person (instead of an on-call group) and need help determining the
correct person, you can see more information by selecting an individual's name from the list, and
clicking View. This opens the People form, which contains detailed information about the recipient.
To send a page to the on-call member of a specified group, you must complete additional steps to
add on-call information for that support group. For more information, see Adding on-call schedules.
6. Complete the fields in the Paging Information area, as follows, and click Send Page Now.
Pager Service Provider Select the recipient's pager service provider from the list.
If you are sending a page to a person, you can find this information by selecting the person's name
from the search results list, and clicking View. When the People form appears, click the Notifications
tab and look for the Pager Service Provider field.
Note
If you need more information about the service provider, click the button with the globe
icon beside the field to open a link that takes you to the service provider's website.
Pager Type The system automatically populates this field, using information about the recipient
already in the system.
Pager Number The system automatically populates this field with the pager's telephone number,
when possible. If the pager number is unavailable to the system, enter the pager number manually.
See Manual Pager Number, which is described in this section.
Pager Email If the pager has an email address, type it here. If you are sending the page to a person,
this information is available on the Notifications tab.
Manual Pager Number If the pager's telephone number is not available automatically from the
paging system, type the pager's telephone number here.
Alphanumeric Pager Message or Numeric Pager Message Type your message in this field. Be
aware that only one of these fields is enabled, depending on the type of pager the recipient carries.
7.
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7. Click Send Page Now.
10.9.7 Searching for work orders

You can perform the following types of searches for work orders:
A defined search based on work orders that are linked to your ID or your group's ID
A one-time custom search using the Work Order (Search) form
A custom search built using specific search qualification criteria that can be saved for reuse
Using defined searches
Using custom searches
Using defined searches

The Defined Searches option provides a predetermined set of criteria that you can use to find work orders. A
defined search looks only through records that are in some way associated with you through your login ID or
group ID (for example, records assigned to you or to your support group, and so on). For example, you can use a
defined search to search the database for all work orders that have a status of Open.
Note
To view the support groups you belong to, navigate to Functions > My Profile in the navigation pane, and
click the Support Groups tab. For more information about this link, see Updating assignment availability.
To run a defined search

1. On the Work Order Console, select Defined Searches from the Filter By field.
2. Select the option that corresponds to the search to run.
You can select By Status, By Role, or By Work Order Type.
3. Click the criteria that defines the status of the records to see.
For example, to see all open records by status, click All Open. The results of the search appear in the
Console List.
Tip
If the contents of the Console List do not update after you run the search, click the Refresh button.
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Using custom searches

A custom search looks through all the records that meet your search criteria, regardless of their associations to
people or groups. Use this type of search when you are looking for a record not associated with your ID or your
group's ID, or any time you need to search all records.
You can run a one-time custom search, or you can create and save them for reuse. After you save a custom
search, it appears in the My Searches node of the Defined Searches list.
To run a one-time custom search

1. From the navigation pane of the Work Order Console, click Functions > Search Work Order. Alternatively,
from the Service Request Management home page, navigate to Service Request Management > Search
Work Order.
A Work Order (Search) form is displayed on the screen. The form is laid out in a similar way to the Work
Order form, and contains the same tabs and fields. You can use any of the tabs and fields in the form to
specify your search criteria.
2. Using the tabs and fields, build your search condition.
To reduce the number of records found by the search, enter as much information into the form as you can.
3. Click Search.
The application displays a search results list that contains all the records that meet the specified criteria.
4. Scroll through the list to find a specific record.
To build and save a custom search

1. On the Work Order Console, click the Search icon, located adjacent to the Filter By field.
2. In the Manage My Searches dialog box, enter the following search details:
a. In the Type field, select the type of record to search for.
b. In the Search Name field, type a name for the search.
c. Click Build Search Qualification to open the Advanced Qualification Builder dialog box, and define
the search qualification, which then appears in the Search Qualification field.
3. From the Keywords or Fields selection boxes, select the keywords or record fields on which to search.
To insert operators (+, =, >,<, and so on), click the appropriate operator button. Do not forget to place
literal values between double quotation marks. For example, to search for a problem investigation with a
high priority you would construct the following search:
'Priority' = "High"
4. Click Select to close the Advanced Qualification Builder, and click Save.
The search appears in the Defined Searches list, under the My Searches node.When you select it, the
system automatically runs the search and displays the results below.
Note
The My Searches node only appears when a custom search is defined.
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5. To edit a custom search, select it in the Manage My Searches dialog box, make your change, and click Save.
To delete it, select it in the Manage My Searches dialog box, and click Delete.
10.9.8 Viewing details of a service request associated with a work order

If an incident, change request, or work order is attached to a request, you can view details, such as its Request ID,
its work history, requester, submit date, status, and so on. You can also enter work information about the request.

Choose Functions > View REQ<number> in the Incident Management Console, the Change Management
Console, or the Work Order form.
In 8.1.01 and later versions, service request details open within the Landing Console. In previous versions, clicking
View REQ<number> opened the Request Details dialog box.
Note
If you update customer information in the incident, change request, or work order, this information is
not updated in the service request. The original customer information provided by the requester is
preserved.
10.9.9 Viewing truncated data in a work order

When viewing a work order, you sometimes see that the data pushed from a field in the service request to the
work order was truncated, indicated by ellipses (...).
Note
When BMC Service Request Management data is truncated in other fulfillment applications, for example,
within a change request, you also see an ellipses (...).
If the application is properly configured, truncation of data is a fallback mechanism in the fulfillment application
that enables the creation of the entry even when the field length in the service request is too long. Otherwise, CAI
errors appear when the application failed to create the entry. You can still view the complete data, even though it
does not appear in the work order.
To view truncated data from a service request

2.
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2. Select the work order and choose Functions > View REQ<number>.
3. In the Request Details dialog box, click the Activity Log tab.
A TRUNCATE WARNING message appears in Notes. You see this message because the field length value in
the service request did not fall within the limits specified for the field and was truncated in the fulfillment
application (here, the Work Order Management application). The entry was successfully created; however,
some data was not pushed to the fulfillment application.
4. Scroll through Notes to view the complete data.
5. If needed, add a note or an attachment.
10.9.10 Using BMC Atrium Service Context

Note
To use BMC Atrium Service Context, the BMC applications and BMC Atrium Core must be configured to
support it. For information about the configuration procedures, see Configuring BMC Atrium Service
Context for BMC Remedy ITSM applications.

To open the Service Context Summary window from a console
To open the Service Context Summary window from the record
Interpreting the information
Related topic
To use the Service Context Summary window, you must belong to at least one of the following permission
groups:
Asset User (when working from BMC Asset Management)
Work Order User (when working from BMC Service Request Management)
Incident User or Problem User (when working from BMC Service Desk)
Infrastructure Change User or Release User (when working from BMC Change Management)
BMC Atrium Service Context provides information for business service, application, and computer system CIs. See
Adding support staff for instructions about how to add people to permission groups.
You can also see summary information about CIs that are related to the business service, but you must have view
permissions for each related CI to see details about those CIs. If you cannot use the BMC Atrium Service Context
feature, ask your system administrator to ensure that you have the correct permissions.
Notes
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BMC Atrium Service Context displays information about the CI related to the record you are currently
viewing. The types of information shown can include new work orders, recently completed changes,
recent open incidents, related outage records, and so on. In addition, you can see CIs that are related to
the business service, which helps you to understand the relationship that the business service has with
its environment.
The time threshold that determines how recently the recent changes, recent incidents, or new work
orders were made or submitted, as well as the criteria used to determine other information types is
configurable. Contact your system administrator for information about how the content of the
information types is determined.
Understanding this relationship helps you to prioritize your incident investigations and align your decisions with
your service level agreements and the overall goals of the business.
BMC Atrium Service Context information is displayed in the Service Context Summary window, which you can
open from a variety of locations. The details that you see from, for example, the incident request form, are the
same details that are shown in the other applications of the BMC IT Service Management Suite and Business
Service Management solution, which ensures that everyone in your organization is working with the same
information.
You can view the Service Context Summary window from one of the following locations:
Application consoles
Forms
To open the Service Context Summary window from a console

1. With the application console open, in the summary table, select the record you want to see the BMC
Atrium Service Context information for.
2. On the tool bar at the top of the summary table, click Service Context.
The Service Context Summary window opens for the selected record.
To open the Service Context Summary window from the record

BMC Service Desk, BMC Change Management, and BMC Service Request Management (for Work Order
records) With the record open, click the Service Context icon beside the Service field. The Service
Context Summary window opens for the selected record.
Service Context icon
BMC Asset Management With the record open, from the Quick Links area of the navigation pane, click
Service Context. The Service Context Summary window opens for the selected record.
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Note
In BMC Asset Management, BMC Atrium Service Context is available from the Business Service,
Computer System, and Application CI forms.
Interpreting the information

The information panel at the top of the Service Context Summary window identifies the service name. The other
information that appears in the information panel is configurable by your system administrator and comes from
the CI form.
Note
For information about the Owner field, see Setting up the Owner field.
Below the information panel is a list of the key attributes. Next to each attribute is a counter that shows the
number of active records of that type that are related to the selected service. If you click the counter, another
Service Context Summary window opens with a table of detailed information about the records.
For example, if one of the configured attributes is "Recent Incidents" and the counter shows 3, there are 3
incidents currently related to the selected service. If you click the counter, a Service Context Summary window
opens with a table that shows summary information about each of the incidents.
The information that appears in the Service Context Summary window is configurable. Ask your system
administrator for detailed information about how BMC Atrium Service Context is configured in your environment.
Related topic
For information about configuring BMC Atrium Service Context, see Configuring BMC Atrium Service Context for
BMC Remedy ITSM applications.
10.9.11 Using reminders

Reminders enable you to create notes for yourself and others. You can send reminders by email or through alerts,
and you can specify when to send them.
You can create generic reminders, or you can create reminders that are associated with a specific work order or
task. For example, you can send yourself a note to follow up on a work order.
Whether you access these reminders from the console or from a work order determines which reminders you can
view:
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When you open the Reminders dialog box from the console, you can view all reminders that you have
created.
When you open reminders from a work order, you can view all reminders associated with that work order.
This includes reminders created by other users of the application.
You can modify or delete only the reminders that you have created.
This section provides the following topics about setting up reminders for yourself and others:
Creating reminders
Viewing, modifying, and deleting reminders
Creating reminders
If you create a reminder from the console, the reminder is generic. If you create a reminder from a work order,
the reminder is specific to that work order.
To create a reminder
1. From the IT Home Page, choose Service Request Management > Work Order Console.
2. Click Functions > Reminders.
3. In the Reminders dialog box, click the Create Reminder tab.
4. In the Notify list, select Individual or Group, depending on whether you are sending the reminder to a
single person or a group of people.
5. In the Recipient field, type the name of the person or group to notify.
If you type a name in the Recipient field and press ENTER, the AR Login field is automatically populated. If
you leave the field empty and press Enter, the People Search dialog box appears. You can search for a
name and select it from a list. The Recipient and AR Login fields are automatically populated.
6. In the Time field, enter the time that you want the system to send the reminder.
You can type the information, or you can click the button next to the field and select the time from the
calendar that appears. By default, the Time field contains the current date and time.
7. In the Subject field, enter information about the reminder.
The information in this field appears in the subject line if the reminder is sent by email.
8. In the Message field, type the reminder message.
9. Click Save.
The reminder is sent at the time you specified.
Viewing, modifying, and deleting reminders

If you open the Reminders dialog box from the Work Order Console, all reminders that you created appear. If you
open the Reminders dialog box from a work order, only the reminders associated with that work order appear.
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To view, modify and delete reminders

1. In the Work Order Management console, or from a work order, click Functions > Reminders.
The Reminders dialog box appears. If you opened the dialog box from the Work Order Console, all
reminders that you created appear. If you opened the dialog box from a work order or a task, only the
reminders associated with that work order or task appear.
2. In the Show Reminders field, select the set of reminders to view:
All
Pending
Sent
The reminders appear in the table.
3. Select a reminder, and click View.
4. To modify a reminder, select it in the Reminder Details dialog box, change it as needed, and click Save.
5. To delete a reminder, select the reminder, and click Delete.
10.9.12 Working with tasks

This section describes working with tasks in Work Order Management as a manager or an assignee.
Working with tasks as a work order manager
Working with tasks as a work order assignee
Working with tasks as a work order manager

This section describes the responsibilities of a manager when working with tasks.
Work order task groups and tasks
Assigning tasks
Assigning a sequence number to task groups and tasks
Reassigning tasks
Planning the time for tasks
Adding financial information to a task
Work order task groups and tasks

When you plan a work order, determine whether you can divide it into separate tasks. Tasks are the individual
components of a work order and are assigned to assignees who complete the tasks.
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Tip
When you are creating tasks for a work order, you must complete the Requester Information, Work
Order ID, and Summary in the work order before you include the tasks.
The Tasks tab shows the tasks that are required to be performed to complete the work order. (If your
organization does not use tasks for work orders, the Tasks tab might not be visible in the view.) You can use task
groups to manage a work order with many tasks, each having its own schedule, task assignee, and plan. For less
complex work orders, tasks are optional. Tasks are created and modified in the work order and are stored
separately in the Tasks form. A single work order can have an unlimited number of tasks.
After a task is assigned to a support group or an individual, the assignee receives notifications to perform the
various task activities based on the work order process.
Tasks, like work orders, go through many status transitions as they progress. The status in which a task is created
depends on the status of the parent work order.
Assigning tasks
You assign each task to a work order assignee.
To assign a task
2. Select the work order, and click the Tasks tab.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in the
view.
3. Select the parent task or child task that is already related to the work order.
4. Click View.
The task opens in the Task form.
5. Select the Assignment tab.
6. Select the group or person who will work on the task from the Assignee Group or Assignee lists.
7. Click Save.
The assignee for that task is notified of the task assignment.
Assigning a sequence number to task groups and tasks

When you include task group templates, task templates, or ad hoc tasks in a work order, they are automatically
assigned a sequence number in the order in which you add them to the work order. Their sequence is strictly
enforced inside the work order.
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To renumber a task group or task, you can use the arrow buttons on the top-right side of the Tasks and Task
Groups table. Tasks with lower sequence numbers (such as 1) must be completed before those with higher
numbers (for example, 2, 3, or 4). More than one task group or task can have the same sequence number; task
groups and tasks with the same sequence number are considered peers. Peer tasks can be completed in any
order among themselves.
To assign a sequence to task groups and tasks

Note
view.
3. Add task group and task templates to the change, or create ad hoc tasks.
Your task groups and tasks appear in the Task and Task Groups table.
The work order includes several task groups and tasks. These task groups and tasks must be completed in
sequential order, from 1 to 4. The table also shows their task status (Staged).
4. To renumber the tasks, select a task, and click the arrow buttons to renumber the sequence.
When you move a task up in the sequence, it becomes a peer of any task already at the level you move it
to. For example, if you move the Deploy Package task to level 3 and Verify Tart Status is already at level 3,
two peer tasks have the sequence number 3. You can work on these two tasks in any order.
When working through the tasks and you complete the last task in the sequence, you can close the work
order.
5. Click Save.
For more information, see Working with tasks as a request manager.
Reassigning tasks
Task reassignment is performed manually, directly on the Task form. If you cannot resolve a task that you were
assigned, you can reassign the task yourself, or you can ask the requester to reassign the task. You might ask the
requester to reassign the task in situations where you want to reassign the task to someone outside of your
group.
To reassign a task
2. Change the Console Focus to Tasks. See Work Order Console functional areas.
3. In the Tasks table, select the task to reassign, and click View.
4. From the Task form, click the Assignment tab.
5. In the Assignee Group or Assignee fields, select the group or person to whom to assign the task.
6.
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6. Set the Notify Assignee field to Yes.

7. Click Save.
The new assignee is notified of the request assignment. Until the new assignee accepts the task
assignment, you are still assigned to the task and have responsibility for it.
Planning the time for tasks

You can create the time segments required to complete individual tasks. The Dates tab in the Task form includes
fields where you can enter scheduling information.
To plan the time for tasks

Note
view.
3. Select the task to modify.

4. Click the Assignment/Dates tab.
5. In the Dates/Time area of the form, provide dates for the scheduled start and end dates of the task.
6. Click Save.
Adding financial information to a task

In the Financials tab, you can include auto-cost estimates in a work order.
To add financial information to a task

Note
view.

4. Click the Financials tab.
5. In the Calculation Unit Type field, select Flat Rate, Hours, or Minutes.
6.
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6. In the Budget Estimated Total Time field, enter the time based on unit type.
You use this information to forecast the cost. For example, you might budget that the change will take 2
hours to perform.
7. In the Actual Total Time field, enter the time according to the calculation unit type.
You enter this information after the change is completed, for example, you budgeted 2 hours to complete
the change, but it actually took 3 hours.
8. Click Save.
Working with tasks as a work order assignee

This section describes how to manage and fulfill your tasks. When a work order manager assigns a task, the
assignees are notified of tasks assigned to them by email, alert, pager, or some other means. After a task is
assigned, assignees can log their progress as they complete each task. When all of the tasks related to a work
order are closed or cancelled, the work order is set to Completed and the requester is notified that the work
order is resolved.
Searching for assigned tasks
Viewing task groups and tasks
Viewing the flow of a task
Accepting assigned tasks
Modifying tasks for work orders
Adding work information to a task
Tracking task efforts
Working with a task in progress
Adding ad hoc tasks to work orders
Adding predefined task group or task templates to a work order
Canceling tasks
Closing tasks
Searching for assigned tasks

You can search for tasks by entering the fields by which to search in the Task Information form in Search mode,
and you can also search for tasks assigned to you or your group.
To search for open tasks

3. Select an option from the Show list:
All
Submitted By Me
Assigned To Me
Assigned To My Selected Groups
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Assigned To All My Groups

Your open tasks appear in the Tasks table.
4. To further filter the results, select an option from the Filter By list.
5. To view the details of a task, select it and click View.
Viewing task groups and tasks

Your assigned tasks and task groups are listed on the Work Order Console. Tasks are prefixed with TAS and task
groups with TGR.
You can also view tasks and task groups related to a work order from the Tasks tab of the Work Order form.
Note
To see a read-only view of the task flow in the task group, click the View Flow button. For more
information, see Viewing the flow of a task.
To view task groups and tasks

2. Change the Console Focus to Work Orders. See Work Order Console functional areas.
This enables you to see the tasks that are associated to a specific work order. To view all the tasks for all of
your work orders, change the Console Focus to Tasks.
3. Select a work order.
4. Under Details and Tasks, select the task group or the task you want to view.
5. Click View.
Tasks appear in the Task form, while task groups appear in their Task Group form.
Viewing the flow of a task

You can click the View Flow button to see a read-only view of the task flow in the task group.
The Task Flow Viewer uses color codes to illustrate the different stages of the tasks. For example, a blue stage
indicates that its status is Closed, but a yellow stage shows its status is Staged. The Viewer also shows you the
flow among tasks.
You can also perform the following functions in the Task Flow Viewer:
Zoom in to focus the view.
Zoom out to expand the view.
Click the pan buttons to move the flow around.
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To view the flow of a task

Note
view.
3. Select the task group or the task that to view.

4. Click View Flow to see a read-only view of the task flow in the task group.
5. (Optional) Zoom in or out, or click the pan buttons to move the flow around.
Accepting assigned tasks

You receive notification of assigned tasks by alerts, email, pager, and so on. You can also use the Work Order
Console or the Overview Console to view all tasks assigned to you. The table list includes a column that shows
the assignee of the task. Tasks are identified by the TAS prefix.
When a work order is set to In Progress and a task is not assigned, the task status is set to Pending. If the task is
assigned, its status is set to Work in Progress.
Following the recommended life cycle of a work order, the status of a task should be Staged before you accept
the task.
To accept an assigned task

2. In the View By field, select Personal.
3. Select the work order.
4. In the Tasks table, select the task that to accept.
Tasks are identified by the prefix of TAS.
5. Click View.
6. If you are ready to begin working on the task that is, if the Status Field of the work order is set to In
Progress set its Status field to Work in Progress.
This is an important step because the task then moves into Work in Progress status. In addition, different
escalations occur based on the task's status. If the task is still in the Scheduled status while you are working
on it, an inaccurate escalation can occur.
7. Click the Assignment tab.
8. To track the time spent working on a task by using the start and stop buttons, follow these steps:
a.
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a. Click the Start Clock button.

The current date and time appear in the read-only Start Time field.
b. Click Save.
c. When you have finished working on the task and want to stop tracking the time, click the Stop Clock
button.
You must repeat steps a and b first if you closed the task after saving it.
A message reports the number of minutes spent working on the task. The time spent is also added to
the value in the read-only Total Time Hours and Minutes fields.
d. Click Save.
You can use the start and stop clock buttons as many times as you like. Each successive time, the
new time is added to the value already in the Total Time Hours and Minutes fields.
9. To track the time spent working on a task manually, enter a number of hours or minutes manually in the
editable Time Spent fields, and save your changes.
The time you entered is automatically added to the value already in the Total Time Hours and Minutes
fields.
10. Click Effort Log to keep track of how much time you spent.
See Tracking task efforts.
11. Click the Work Info tab and enter the progress you have made on the task.
12. Click Save.
Modifying tasks for work orders

You can access the task from either the Work Order Console or from the work order.
To modify tasks
Note
view.

4. Click View.
The task opens in the Task form in a modify window.
5. Modify the task details as needed.
Note
If you change the Status to Close, you must select a Status Reason (Success, Failed, or Cancelled).
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6. Click Save.
Adding work information to a task

You can add work information to each task included in the work order. The work information for each task
appears in the Work Info area under Details.
To add work information to a task

2. Click the Show Tasks link above the Work Orders table.
3. From the Tasks table, select a task, and click View.
4. From the Task form, click the Work Info tab.
Information sources include Email, System Assignment, or Web.
6. Enter the details of your work information record in the Summary and Work Info Notes fields.
7. To add an attachment, follow these steps:
a. Right-click in the Attachments area, and click Add.
b. From the Add Attachment dialog box, click Browse.
c. Select the file and click Open.
d. Click OK.
Internal If you want only users in your organization to see the entry
Public Not applicable to tasks. Work information is not included in the activity log.
10. Click Save.
The Save operation adds your entry to the task's work history. The Show field enables you to filter specific
work entries based on the type of activity that appears in the table.
Note
When you return to the Work Order form, you might need to refresh the Work Info of Selected
Task table to view all the entries.
Tracking task efforts

You can track the time spent working on a task at any time after it is created, but typically the time tracked is
between the Work In Progress and Closed status changes. You can track the time spent working on a task in the
following ways:
Using the start and stop clock buttons The time is automatically calculated based on when you click the
start and stop clock buttons.
Manually entering the time You can enter a time directly into the Time Spent field.
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Entering work into the task effort log You can create a task effort log entry. See To track task efforts
The Task Effort Log shows a list of all individuals who have worked on the task during its life cycle.
Entries in the effort log are not system-generated, so you must enter them manually. The list is not in
chronological order.
To track task efforts

Note
view.

4. Click the Assignment tab.
5. Click Effort Log.
6. In the Task Effort Log dialog box, select the type.
This information is required to show what kind of effort is being logged, for example, actual task activity.
7. Enter the time spent in hours and minutes.
This information records where the time was spent.
8. (Optional) Enter a description.
9. Select information in the company, organization, group, and assignee fields.
This information is required to select the individual for whom the effort log is being created.
10. Click Add to Effort Log.
The effort log appears in the table.
You can view the effort log entry and modify the time or any other information.
Working with a task in progress

As you work on implementing or completing a task, the Work Order Console enables you to update the task with
the progress you have made.
To modify a task
2. Select a work order.
Details for the parent work order appear under Work Order Details, including any Work Info entries.
3. Under Work Order Details, select Tasks.
4. In the table, select the task to modify, and click View.
5. On the Task form, update the fields in the task.
6. Click the Work Info tab, and create a work info history entry for the task.
7.
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7. Click Save.
Adding ad hoc tasks to work orders

You can add an ad hoc task to the work order. You can manually set the assignment for any task.
To add an ad hoc task to a work order

Note
view.
3. In the Request Type field, select Ad hoc.

4. Click Relate.
Some fields in the form already contain data for the work order.
5. In the upper area of the form, complete the following required fields:
Name Enter a descriptive name of the task.
Summary Enter a brief description of the task.
6. In the General tab, complete information about the company.
The Company field defaults to the contents of the Location Information area in the Work Order form (in
the Categorization tab). Your task can be assigned to a different department or company.
7. In the Requester tab, complete information about the person creating the task (Requester) and the
intended target of the task (Requested For).
Some information is set by default from the Requested By information of the work order.
8. In the Categorization tab, complete information about the product and operational categorizations.
9. (Optional) In the Assignment/Dates tab, complete the fields to assign the task:
For the Assignee fields, the assignment engine automatically assigns the task when the task is created
according to how the administrator configured the application, but you can override this if needed. See
For the Scheduled Start Date and Scheduled End Date fields, you might want to set the dates to be
different from the dates of the parent work order.
10. In the Relationships tab, search for, and relate configuration items, LDAP objects, and software library items
that are needed with this task.
11. Click Save.
The task information form closes and you return to the Work Order form. The task management subsystem
enforces the dependencies between tasks. These relate to any Sequence order specified in the Work Order
form.
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Adding predefined task group or task templates to a work order

You can relate a predefined task or task group template to the work order. If BMC Change Management is
installed, the following predefined "best practice" task group and task templates are included. You can use these
templates for installing or deploying software and verifying task completion.
Template
Description
Create and Modify
You use this task group template when creating or modifying a BMC CM based policy. This template automatically performs
Policy with Closed

Loop Verification
a closed-loop verification to make sure that the task was executed properly.
This task group includes the following tasks:
Create and Modify Policy
Closed Loop Verification (automatically)
Closed Loop
Verification
(automatic)
Automatic task that calls BMC Configuration Management Policy Manager to set up compliance parameters for Closed Loop
Verification. It verifies the task automatically against compliance status.
Create and Modify

Policy
Manual task that creates or modifies a policy that uses the Policy Manager.
Deploy Package
Manual task that deploys a package that uses the BMC Configuration Management Deployment Manager. Verification of a
Deployment Manager task is based on the exit status of the Deployment Manager job itself.
Execute Remote
Command
Manual task that executes a remote command that uses the BMC Configuration Management Deployment Manager.
Verification of a Deployment Manager task is based on the exit status of the Deployment Manager job itself.
Execute Remote
Script
Manual task that executes a remote script that uses the BMC Configuration Management Deployment Manager. You use the
Task Attachments table to define the remote scripts to be used. Verification of a Deployment Manager task is based on the
exit status of the Deployment Manager job itself.
Verify Target Status
Manual task for manually verifying the status of a target against BMC Configuration Management. Use this task to verify that
a specified target is in compliance with the policies to which the target is assigned.
To add predefined task group and task templates to a work order

Note
view.
3. Select Task Group Template or Task Template from the Request Type list and click Relate.
All template types for all categories are listed in the Select Template dialog box. You can filter the list by
selecting the type and category of template.
4. (Optional) Filter the templates by performing the following steps:
a.
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4.
a. Select the type of template:
b. With task group templates, select Standard or Sequencing.
Sequencing A basic task group template that contains task templates and task group
templates, where users can change the sequence during the execution phase.
Standard An advanced task group template containing task templates and task group
templates that execute in the flow defined by the task administrator.
c. With task templates, select Manual, Automatic, or ALL.
For more information, see Task Management System.
5. (Optional) From the Category menu, select which application the task belongs to (for example, Task
Management System).
The available task groups or tasks for that selection appear in the list. The categorization of the work order
determines which list items appear.
6. (Optional) Select a task template or task group template, and click View to see more details about the task
group or task template.
7. If a relevant task set appears in the list to include with the work order, select it, and click Relate.
The dialog box closes and you are returned to the work order.
8. Repeat steps 3 through 6 for all templates to add to the work order.
The templates you selected appear in the Tasks and Task Groups list. If there are no templates listed,
refresh the form.
9. Define a numerical sequence of the tasks, as described in Assigning a sequence number to task groups and
tasks.
The task management subsystem enforces the dependencies between tasks. These relate to any Sequence
order you might have specified in the Work Order form.
10. Save the work order.
For additional information about searching for tasks assigned to you or your group, see Searching for
assigned tasks.
Related topic
Task Management System
Canceling tasks
You can cancel tasks by accessing them through the Work Order form. This action does not delete the task; it sets
the status of the task to Closed and the closure code to Cancelled.
To cancel a task
2. Select a work order, and click the Tasks tab.
Note
view.
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3. Select the task to cancel, and click Cancel.

The status of the task is automatically set to Closed.
Closing tasks
When you have completed a task, you are ready to close it.
To close a task
3. In the Assigned Tasks table, select a task and click View.
4. In the task, click the Assignment tab.
5. Update the time you spent on the task.
You can create an entry in the effort log as needed.
6. Click the Work Info tab.
7. Make an entry in the Work Info History field.
8. At the top of the Task form, set the Status field to Closed.
9. Select a status reason to describe how the task was closed.
10. Click Save.
10.9.13 Closing work orders

The work order assignee is responsible for closing the work order after it has been fulfilled.
To close a work order

2. In the left navigation pane, click Functions > Search Work Orders.
3. In the Work Order form, search for the work order created for the service request.
4. Move the work order to the Closed status.
5. When you have finished with the details of the work order, click Save.
When the last fulfillment work order is fulfilled, the status of the service request is set to Completed.
10.9.14 Updating your profile

To view and edit your personal profile, click Functions > My Profile on the Work Order Console to update your
record in the People form. In this form, you can perform the following actions:
Update company information, such as organization, business, and home address, and so on
View permissions
View nonsupport staff profiles
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To update your profile

1. On the Work Order Console, click Functions > My Profile.
2. Update the information at the top of the People form, or click the tab corresponding to the area in which
to change the profile information.
3. Click Save.
10.10 Using Identity Request Management Services

This section discusses using Identity Request Management Services. With Identity Request Management requests,
employees can request to obtain access rights, to unlock or enable accounts, and to change passwords.
Requesting access rights
Requesting removal of access rights
Requesting to unlock or enable accounts
Requesting password changes
Submitting requests for other people
10.10.1 Requesting access rights

Use this request to control access rights for yourself, people who report to you, or other people in the companies
to which you have access rights.
To request access rights

1. From the request catalog, select Request Access Right.
2. In the Available Roles section on the Request Access Right form, filter the roles:
a. In the Role field menu, select Name or Description.
b. In the With field, enter text by which you want to search.
c. Click Go.
3. In the table of available roles, move the roles that you want to connect to the user account to the Roles to
Connect list.
4. To connect the selected roles, click Submit Request.
10.10.2 Requesting removal of access rights

You can request removal of access rights for yourself or for people who report to you.
To request removal of access rights

1. From the request catalog, select Remove Access Right, and click Request Now.
2.
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2. On the Remove Access Right form, move the appropriate roles from the Connected Roles list to the Roles
to Disconnect list.
3. (Optional) In the Justification field, enter the reason why the access was removed.
4. Click Submit Request.
10.10.3 Requesting to unlock or enable accounts

As a member of the Support team, you can unlock an account that was locked by a user. You can also enable an
account that an administrator disabled or revoked.
To unlock or enable an account

1. From the request catalog, select Unlock Account Request or Enable Account Request.
The Unlock Account Request form displays the following account information:
Account ID/Name Name of the user account
Target System Name Name of the server or system where the account is registered
Target System Type Server or system operating system
Disabled (revoked) Indicates whether the account has been revoked
Locked Indicates whether the account is locked
Password Required Indicates whether you must enter a new password when the account is
unlocked or enabled
2. Select the check box next to each account that you want to unlock.
3. If you select an account that requires a password for unlocking or enabling, enter the password in the New
Password and Confirm New Password fields.
4. Click Submit Request to enable the selected accounts.
10.10.4 Requesting password changes

Use this request to change passwords of all or selected accounts. The request behavior depends on your
organization's configuration.
Before you begin

Consider the following points:
Depending on the configuration, the request to change a password might also send an automatic request
to enable the accounts that are currently disabled.
For some systems, it might be necessary to log out and log on again to open accounts after changing the
password. The administrator should provide the necessary procedure for the specific systems employed in
the organization.
Depending on the configuration, account tables can be hidden and a password change affects all the
accounts.
Before you define new passwords, take into consideration your organization's password policy and
password strength policy.
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To change passwords for all or selected accounts

1. From the request catalog, select Password Change Request.
2. On the Password Change Request form, select or clear the check boxes of accounts to indicate for which
accounts you want to change the password; to select all of the accounts, click Select All.
3. Enter values for the following fields:
Current Password Enter your existing identity management backend password. (The current
password is displayed. It is required only if the Password Configuration is set to enable it.)
New Password Enter your new password.
This password must satisfy the requirements for all the systems and applications in which you have
user accounts. In addition, a history is kept of your recent passwords and will not allow you to
immediately reuse a password.
Confirm Password Retype the new password for verification.
4. Click Submit Request .
10.10.5 Submitting requests for other people

You can submit requests for other people through the main menu for Identity Access and Password Management.
To submit requests for other people

1. From the request catalog, select one of the following requests:
Password Change Request
Request Access Rights
Unlock Account Request
Enable Account Request
Remove Access Right
A menu with all the company names that the user has access to is displayed and enabled.
Note
If you do not have access rights to other companies, but you have people who report to
you and you have IRM Manager permissions, you do not see the company menu. However,
you can click Person List to view the list of all the people who report to you.
2. Select the company name, and click Person List.

The list of people from the company that you select appears.
3. Select the person for whom you want to request access.
Use the Name Starts With field to search the list. To view all the people in all the companies that appear in
the list, clear the company name and click Person List.
4.
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4. Create the request from the Request Entry console.
10.11 Accessing user information

If you monitor requests, you frequently work with requester information. For example, you might need to search
for a requester in the database. If the requester does not exist, then you can create a requester. You also might
need to change existing requester information.
The People form contains the user records. You can access this form in the following ways:
Select People on the Application Administration Console.
Select My Profile on the Overview Console or the Work Order Console. You can then see your user record.
In the Last Name field, enter partial information that you might know about the individual, and press Enter.
Information stored in the People form is used to automatically fill in requester information fields in forms.
10.12 Communicating with users

This section describes how to communicate with users by sending notifications and broadcasting messages.
Sending and receiving notifications
Working with broadcasts
10.12.1 Sending and receiving notifications

When a request moves to a new status (for example, Pending or Initiated), the application generates notifications.
Based on their group or role, users might receive notifications during various request or work order status
changes.
Note
By default, users who trigger actions do not receive notifications of that action. For example, users
logging into the system and assigning a work order to themselves are not notified. The system assumes
users know that they performed the action and bypasses the notification.
Some notifications are not triggered by status transitions, but by separate actions. For example:
Signature notifications Approvers receive a notification that they were chosen as approvers when the
signature is created.
Group notifications Group notifications are sent to the assigned group when the assigned group
changes.
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Assignments After a request is assigned, or if its assignment changes, this action triggers a notification to
the assignee regardless of the request's status.
The application also includes conditional notifications, which occur in certain conditions but not in others. For
example, group notifications for a work order are sent only if there is no assigned individual.
The following topics provide more information about notifications triggered by request status transitions and
user actions:
Request notifications by roles
Work order notifications by groups
Work order notifications by roles
For information about notification preferences, see Setting notification preferences.
Request notifications by roles

The following table lists the request status changes that trigger notifications, and the application roles to which
the notifications are sent.
Current status
Requested for
Requested by
Draft
Not applicable
Not applicable
In Cart
Not applicable
Not applicable
Pending
Not applicable
Yes
Waiting Approval
Not applicable
Yes
Note: The Requested By user also receives a notification after the request is approved.
Initiated
Not applicable
Yes
Assignment
Not applicable
Not applicable
In Progress
Not applicable
Not applicable
Completed
Yes
Yes
Closed
Not applicable
Not applicable
Rejected
Not applicable
Not applicable
Cancelled
Not applicable
Not applicable
Request assignees receive notifications when a request is assigned to them. This action can happen at any stage
but typically occurs at the beginning of the request's life. The notification does not list a status but only notifies
the assignee that the request is assigned to him or her.
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Work order notifications by groups

The Request Manager and Request Assignee groups are notified when they are assigned a request, if no individual
is assigned in the group.
Note
In group notifications, there is a slight delay between the triggering state of the request and the sending
of notifications to group members.
Work order notifications by roles

The following table lists the work order states that trigger notifications and the application roles they are sent to.
Current
status
Requested for
Requested by
Work
order
assignee
Work
order
manager
Assigned
Yes
Yes
Yes
Yes
Pending
Yes
Yes
Not
applicable
Not
applicable
Waiting
Approval
Yes
Yes
Not
applicable
Not
applicable
Planning
Note: A notification is sent when the work order is

approved, which can be seen when the request goes
to Initiated.
Note: A notification is sent when the work order is

approved, which can be seen when the request goes
to Initiated.
Not
applicable
Not
applicable
In Progress
Yes
Yes
Not
applicable
Not
applicable
Completed
Yes
Yes
Not
applicable
Not
applicable
Rejected
Yes
Yes
Not
applicable
Not
applicable
Cancelled
Yes
Yes
Yes
Yes
Closed
Not applicable
Not applicable
Not
applicable
Not
applicable
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10.12.2 Working with broadcasts

This feature enables you to send messages to your entire organization, selected groups within the organization,
and to external customers. You can use this feature to send messages about work in progress, outages,
knowledge article updates, and so on. You can also use this feature to view messages that were broadcast to you
from other groups in your organization.
Broadcasts are filtered, based on the following criteria:
Global and company-specific broadcasts are displayed to logged-in users.Only Global broadcasts are
displayed to guest users.
This section describes the following tasks:
Creating broadcast messages
Viewing broadcast messages
Controlling the timing of broadcast pop-up messages
Creating broadcast messages

This section describes how to define a broadcast message. To define a broadcast, you must have the Broadcast
Submitter functional role.
To create a broadcast message

1. On the application console, click the View broadcast link or the New broadcast link.
2. In the View broadcast dialog, click Create, which appears below the Broadcast table.
3. Enter information in the required fields.
Required fields appear in bold on the Broadcast Details tab.
Company Select the company where this broadcast will be sent. Only users with access to this
company see the broadcast. To send the broadcast to everyone, select Global from the Company
list.
The Company field is mandatory. To specify a specific part of the company, fill in the other location
fields. For example, you can specify the site, organization, or department.
Note
Out of the box, you can only define broadcast messages for the Global company.
Subject A short description of what the broadcast is about

Broadcast Message The text of your message
Broadcast Type Select a broadcast type from the list
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Broadcast Start Date and Broadcast End Date To start the broadcast now, click in the Broadcast
Start Date field, and then press Enter. To select a date from the calendar, click the Browse button
next to the field. Select a date from the calendar on which to start the broadcast and the date to end
it. You can also specify times of the day using the Time feature at the bottom of the calendar.
Broadcast Originated From This is automatically filled in. The contents depend on where you are
creating the broadcast. If you broadcast from an investigation, the value is set to Problem
Investigation.
Broadcast Originated From ID When you define a broadcast from within a record, this field is
automatically filled in. If you define a broadcast from the main console, the field is unavailable.
View Access To make the broadcast visible only to members of your organization, select Internal.
To make the broadcast visible from the Requester console, select Public.
Send to Twitter? To post the broadcast message using the configured Twitter account, select Yes.
For additional information on receiving broadcast messages using Twitter, see Receiving BMC
Remedy ITSM broadcasts on Twitter.
Note
This option is available only when you select Global in the Company field and set the View
Access value to Public.
Notify Select Yes to broadcast notification automatically sent to an individual or group.

If you select Yes, an Email button and the Notify Support area appears.
Use the Manual Email button to manually send an email about the broadcast. On the Email
System form, enter the recipient's email address in the Internet Email field, and then click
Send Email Now.
Use the Notify Support area to indicate which group to notify of the broadcast. You must
complete all three fields--Support Company, Support Organization, and Support Group. The
notification is sent at the time and on the date specified in the Broadcast Start Date field.
Priority Select a priority level for the broadcast. The choices are Low, Medium, and High.
4. To add an attachment to the Broadcast, right-click inside the table and select Add from the menu.
In the Add Attachment dialog box, click Open to attach the indicated file. Only one attachment is allowed
for each broadcast.
5. If you want members of another group to be able to modify the message, follow these steps:
a. Click the Authoring Groups tab, and then click Manage Authoring Groups.
b. On the Authoring Group dialog box, select the group to have authoring rights, and then click Add.
6. Click Save.
Viewing broadcast messages

While viewing broadcasts, you can modify the message (if you belong to an authorized authoring group), define a
new broadcast message, and under some circumstances (when viewing the message from the current record)
relate the broadcast message to the current record.
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To view broadcast messages

1. On the application console, click the New broadcast link that notifies you when there are new, unread
broadcast messages. If there are no new or unread broadcasts, a View Broadcast link is displayed instead.
2. In the View broadcast dialog, select the message to view from the Broadcast table, and then click View.
3. To view another message, close the View Broadcasts dialog box, select the broadcast message to view, and
then click View.
Controlling the timing of broadcast pop-up messages

From the Work Order Console, Service Catalog Manager Console, Service Request Coordinator Console, Business
Manager Console, and Request Entry console, you can control the timing of broadcast pop-up messages.
Broadcast pop-ups alert you to the presence of broadcast messages.
The options are:
Never Broadcast messages do not automatically pop up on the screen. You will have to click the
Broadcasts link to view them.
On Console Open Broadcast messages display on the screen when you open the console*.*
On Console Refresh (Work Order Console only) Broadcast messages display on the screen when you
refresh the console.
On New Broadcast (Not available from the Work Order Console) Only new broadcast messages display
on the console.
To set the timing of pop-up messages

1. From the application console, choose Functions > Application Preferences (or Functions > Preferences).
2. Click the Broadcast tab (or Request Entry tab).
3. In the Broadcast Auto Popup field, specify one of the following as the default setting:
Never
On Console Open
On Console Open or On New Broadcast
4. Click Save.
Note
For the changes to take effect, you must close the application and log on again.
10.13 Fulfilling service requests

Fulfillment providers work with a fulfillment application to perform their tasks, such as using BMC Change
Management to work on change requests. They complete their tasks in the fulfillment application and update
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their task status in their specific applications. The state of a request in the fulfillment applications is rolled up into
the request status that is visible to users.
Note
Fulfillment providers must have appropriate permissions to the applications they are assigned to use. For
example, a fulfillment provider working with work orders must have Work Order User and Asset Viewer
permissions.
The following topics provide information about how fulfillment workers fulfill requests:
Relationships of request states to fulfillment application states
Completing requests
Viewing details of requests in fulfillment applications
Using global search to find a request

Request status
Managing service request notifications
How activity log information is passed
10.13.2 Relationships of request states to fulfillment application states

Requests from BMC Service Request Management generate requests in fulfillment applications. For example,
when a submitted request can generate an incident, a change request, or a work order. Although incidents,
change requests, or work orders inherit characteristics from the request on which they are based, they have life
cycles of their own.
Request state
Incident state
Change request state
Work order state
Draft
Not applicable
Not applicable
Not applicable
Waiting Approval
Not applicable
Not applicable
Not applicable
Rejected
Not applicable
Not applicable
Not applicable
Initiated
New Assigned
Request for Authorization
Assigned
Pending
Pending
Pending
Pending
In Progress
In Progress
Planning in Progress
Request for Change
Scheduled For Review
Scheduled For Approval
Scheduled
Planning
In Progress
Waiting Approval
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Request state
Incident state
Change request state
Work order state
Implementation In Progress
Cancelled
Cancelled
Cancelled
Cancelled
Rejected
Completed
Resolved
Closed
Closed
Not applicable
Completed
Closed
Not applicable
Completed
Closed
Not applicable
Note
If multiple fulfillment requests are created from a service request, and one of the fulfillment requests is
canceled, the status of the service request is set to Completed with a status reason of With Issues.
Related topics
Request status
Creating requests from fulfillment applications
10.13.3 Completing requests

Fulfillment providers complete the fulfillment assignments that are required to fulfill the request. For example, a
request to replace a hard drive might generate multiple incidents, change requests, or work orders. A request
might also send notifications at certain points in its life cycle to alert users that a certain event occurred.
To fulfill a request when a change request or an incident is involved

1. From the IT Home Page, open the Change Management Console or the Incident Management Console.
2. Perform a search for requests that are assigned to you.
3. Select the request, and click View .
4. Use the Process Flow Status wizard in the Change Request form or the Incident Request form to advance
the request.
5. When you complete the details of the request, save the request.
When the fulfillment request is successfully fulfilled, the status of the request is automatically set to
Completed (successful) in the Request Entry console.
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To fulfill a request when a work order is involved

1. From the IT Home Page, open the Work Order Console.
2. Perform a search for work orders that are assigned to you.
3. Select the work order, and click View .
4. As you progress on the work order, update your status and track your work information in the Work Order
form.
5. When you have finished with the work order, save the work order.
When the fulfillment request is successfully fulfilled, the status of the request is automatically set to
Completed (successful) in the Request Entry console.
10.13.4 Viewing activity log entries in the request

In the Request Entry console, you can view activity log information entered by other staff members who worked
on the request.
To view activity log entries in requests

1. Open the Request Entry console, search for the request, and select it.
2. Click Request Details.
3. In the Request Details dialog box, click the Activity Log tab.
4. Verify that the work information entered by staff members is correct.
5. If necessary, add a log entry to the activity log.
Note
When a fulfillment worker adds work log information to a fulfillment request, these log entries are
passed to the activity log in the service request. Updates to fulfillment request log entries appear as new
entries in the Request Entry console activity log.
Review activity log entries carefully to see whether they are new entries or updates to previous log
entries.
Related topic
10.13.5 Viewing details of requests in fulfillment applications

If an incident, change request, or work order is attached to a request, you can view details, such as its Request ID,
its work history, requester, submit date, status, and so on. You can also enter work information about the request.
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Choose Functions > View REQ<number> in the Incident Management Console, the Change Management
Console, or the Work Order form.
In 8.1.01 and later versions, service request details open within the Landing Console. In previous versions, clicking
View REQ<number> opened the Request Details dialog box.
Note
If you update customer information in the incident, change request, or work order, this information is
not updated in the service request. The original customer information provided by the requester is
preserved.
10.13.6 Using global search to find a request

If you have BMC Knowledge Management installed, you can use the Global search feature. Global search
searches across multiple forms for records that match a word or phrase that you type in the search area.
When users contact the Service Desk to inquire about a request, you can use Global search from the IT Home
page to search for requests by their ID.
To use Global search
Limitation
Special characters and boolean expressions in Global search
Work Order form indexed fields
Related topics
To use Global search

1. In the text field to the right of the breadcrumb bar, type your search string and then click the Search icon.
Global search
2. Locate the record that you want in the search results table and double-click it.
The record opens in the viewing area and the system updates the breadcrumb trail with an entry for the
record that you opened.
Notes
As you drill down through the record, each record that you open is also added to the breadcrumb
trail.
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If you want to maintain the contents of the search results table to view later, do not change the
text in the Search field. If you do change the text, when you click the Search icon to return to the
search results table, the search feature runs a new search based on the changed content of the
Search field.
3. To return to the search results table, click the Search icon again.
Limitation
Global search results might include external files that have been registered as knowledge base items. If the search
conditions are fulfilled by XML or HTML files that have been registered in this way, the Global Search Results
screen appears distorted due to the tags that are used in XML and HTML files. Additionally, the Advanced search
link on the search results screen becomes unresponsive.
Asset CIs are not included in the Global Search.
Special characters and boolean expressions in Global search

Global search uses Full Text Search (FTS) to find the search strings in requests and other records. Some
characters are used to control the search criteria, as indicated in the following table.
Special characters and their results
Special
character
Results
Example search
string
"
Performs a phrase search on the terms enclosed in double-quotation marks (")
"firewall
blocked"
firewall
blocked her
access
firewall
blocking my
access
Find requests that contain any of the specified words

firewall,
blocking
"firewall,
blocking"
Example results
Wildcard to extend the search

Note: You do not need to use a wildcard to extend the search for word stems, such as "ed," "s",
and "ing," because word stems are automatically included.
firewall
blocks
access
firewall will
block access
firewall is
not working
try blocking
his access
%fire%
backfire
file
firewall
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Note
Searches that start with a wildcard character are not as efficient as searches that use an exact phrase or
a trailing wildcard. For example, searching for the term "%block" is less efficient than searching for either
"block" or "block%".
You can use use boolean expressions in your search. Boolean operators include parentheses (), AND, OR, and
NOT. The boolean operators must be specified in upper case; otherwise, they are treated as search strings.
Boolean operators and their results
Boolean
operator
Results
Example search string
AND
Find requests that contain all of the specified words and
firewall AND blocking
Example results
firewall blocks access
phrases
firewall will block access
OR
Find requests that contain any of the specified words and
firewall OR blocking
firewall blocks access
phrases
firewall will block access

firewall is not working
try blocking his access
NOT
Exclude the specified word or phrase
firewall NOT blocking
()
group expressions
firewall AND (block,

allow)
firewall is not working
firewall blocking access

set up firewall to allow
access
Global search results reflect both the search terms and the configuration of full text search. Configurable options
that affect search results include case sensitivity, the list of ignored words, thesaurus, and stemming. For more
information about full text search, see Enabling full text search.
Work Order form indexed fields

The following is a list of the fields on the Work Order form (WOI:WorkOrder) that are indexed for use by Global
search.
Field
Field ID
Categorization Tier 1
1000000063
1000000064
1000000065
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Field
Field ID
Company
1000000001
Customer Last Name
1000003298
Detailed Description
1000000151
Manufacturer
1000002270
Product Categorization Tier 1
1000001270
1000001271
1000001272
Product Model/Version
1000002269
Product Name
1000002268
Region
200000012
Request Assignee
1000003230
Request Assignee Support Organization
1000003227
Request Assignee Support Company
1000003228
Request Assignee Support Group
1000003229
Request Manager
1000000403
Request Manager Group
1000000015
Request Manager Support Company
1000000251
Request Manager Support Organization
1000000014
Service
200000020
Service Request ID
301572100
Site
260000001
Site Group
200000007
Summary
1000000000
Work Order ID
1000000182
z2TF Work Log Description
301389926
z2TH WorkLog
301389923
Related topics
Configuring full text search
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10.14 Using reports

This section describes how to generate predefined reports about user activities in the application.
Predefined reports
Generating reports
10.14.1 Predefined reports

You can use the Report Console to access predefined reports on requests. You can manage the scope of a
predefined report by using qualifications. You can also generate reports with your own qualifications, advanced
qualifications, and saved qualifications. For information about accessing reports, see Generating reports.
If you have other BMC Remedy applications installed, additional reports are listed in the Report Console. For
information about reports that are provided with other applications, see the appropriate documentation.
Note
If you modify the prepared reports supplied with the application, Customer Support can provide only
limited assistance for reporting problems. There is no guarantee that problems resulting from these
modifications can be solved. The standard reports included with the application are designed to be used
without modification.
The following types of reports are available:

Web reports The Web report type provides users the ability to create well formatted reports through a
browser. Results can be returned in the form of a list, many styles of charts, or a list and chart together.
Web reports can contain links that allow you to drill down from the report to view the data upon which the
report is based. Web reports can be saved in several standard formats, including Adobe PDF and Postscript,
and Microsoft Word, Excel, and PowerPoint formats.
Crystal reports Some installations of BMC Remedy AR System are integrated with the SAP
BusinessObjects or Crystal Reports reporting tools. If your administrator has installed one of these
products and has designed Crystal reports for use with BMC Remedy AR System, you can run Crystal
reports from the Report Console.
The following table lists the predefined reports that are installed with the application:
Report title
Format
Required permissions
Description
Web
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Report title
Description
Service
Request Catalog
Shows all service requests and the number of times the service request was used for a
Requests by
Location
Manager or SRM
Administrator
particular location and category. Totals are shown for each location, category, and service
request.
Request Catalog
Manager or SRM
Shows all service requests and the number of times the service request was used by a
particular organization and department. The organization and department is based on the
Administrator
Requested For information about the service request. Totals are shown for each organization,
department, category, and service request.
Request Catalog
Shows all SRDs with catalog manager information, their online or offline status, and their
Manager or SRM
Administrator
effective dates.
Business Manager, or
Shows detailed results of surveys submitted by users. This report can be generated for a
Service Request User,

or Request Catalog
Manager, or SRM
Administrator
specific company over a date range. The report shows the service request, ratings, and
comments for each survey submitted.
Service
Requests by
Format
Web
Organization
and
Department
Service
Web
Request
Definitions by
Status
Survey Results
Web
Detail
Deployed
Service
Request
Definitions by
Catalog
Manager
Crystal
Request Catalog
Manager or SRM
Administrator
Shows deployed SRDs, grouped by catalog manager. This report also shows their
offline/online status and effective dates. You can specify a date range for the report. You can
specify an additional qualification from the Report Console to filter the results (for example, to
filter requests by a specific catalog manager, and so on).
Feedback
Details
Crystal
or Request Catalog
Manager, or SRM
Administrator
Shows detailed results of suggestions submitted by users. This report can be run for a specific
company over a date range, and, optionally, can be filtered by status or by suggestion
category. This report is available only in English.
Fast Request
Breakdown by
Organization
and
Department
Crystal
Request Catalog
Manager or SRM
Administrator
Shows requests that have an actual close date sooner than the expected close date.
Locations by
Service
Requests
Crystal
Request Catalog
Manager or SRM
Administrator
Shows all service requests and the locations that use that service request. The total count is
shown for each location and service request.
Missed
Request
Breakdown
Report
Crystal
Request Catalog
Manager or SRM
Administrator
Shows service requests for different goal types for a selected time period. The time the
request was submitted and the expected completion time for the request must fall within the
start time and the end time specified for the report. The service requests are grouped by goal
type. Percentages are calculated at the goal type level.
Note: This report requires BMC Service Level Management.
Missed
Requests By
Goal Type
Report
Crystal
Request Catalog
Manager or SRM
Administrator
Shows service request missed metrics for the selected time period and goal type. The time the
request was submitted and the expected completion time for the request must fall within the
start time and the end time specified for the report. The service requests are grouped by
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Report title
Format
Description
name. Percentages are calculated per service request name or type.
Request
Compliance
Crystal
Report by
Category
Request Catalog
Manager or SRM
Shows detailed service request compliance information for the selected time period, goal
type, and category. An option is available to include expired requests, which are not included
Administrator
by default. The service requests are grouped by name. Percentages are calculated per service
request name or type.
Service
Request
Crystal
Definition
Pricing by
Request Catalog
Manager or SRM
Shows pricing information for service requests for a selected company, grouped by the
Service Request Definition used to create them. These groupings are separated by
Administrator
Organization, Department, and Categorization used for the service request. This information
enables you to determine which departments and organizations are using which SRDs.
Organization
Slow Request
Breakdown by
Organization
and
Department
Crystal
Request Catalog
Manager or SRM
Administrator
Shows requests that have an actual close date later than the expected close date.
Survey Results
Summary
Crystal
or Request Catalog
Manager, or SRM
Administrator
Shows summary results of totals for surveys that have been submitted by users. This report
can be run for a specific company over a date range. The report shows a summary of the
ratings (minimum, maximum, and average ratings), for all surveys submitted within a category,
service request, and organization. This report is available only in English.
10.14.2 Generating reports

By default, when you run a report, the system uses any built-in query to select the records to be included in the
report.
To generate a report
1. From an application console, such as the Business Manager Console, select Functions > Reports.
2. From the Report Console, select a report name.
The list varies, according to your permissions and which applications are installed.
3. (Optional) To change the report results, follow these steps:
a. To override the built-in query to widen or change the report results, select the Override option.
b. To add a qualification to narrow the report results, click Show Additional Filter.
4. Click Run.
5. Enter requested parameters, if any, and click OK.
Note
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If you see formatting problems when viewing reports in a browser, ask your administrator to ensure that
report configuration settings are defined in the AR System User Preference form, as described in Setting
user preferences.
10.15 Using search

This section describes how to search for records in an application. The following topics are included:
Managing custom searches
Searching all records
Searching all records from a hub server
You can search for records from the application consoles. To do this, you can run a series of predefined searches,
search all of the records using the Search form, or create and save your own custom search parameters using
advanced qualifications.
Methods of searching records
Method
Description
Predefined search
Quickly find records for which you frequently search. You can create custom searches.
Searching all records
Use this type of search when you are looking for record that is not associated with your ID or your group's ID, or
any time you search all of the records.
Searching for all records from a

hub server
Use this type of search to find all records in a hub and spoke environment.
Note
Search might be case-sensitive or case-insensitive depending on how the administrator has configured
Full Text Search (FTS) in BMC Remedy AR System. For more information, see Configuring full text search.
10.15.1 Managing custom searches

You can define and save custom searches in the application consoles. Custom searches using advanced
qualifications allow you to create searches with very specific search criteria, which you can save for reuse. After
you save the custom search, it appears in the My Searches list of the Manage My Searches dialog. It is also listed in
My Searches list under the Filter By field.
Note
The My Searches options is listed only after a custom search is defined.
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This topic contains the following information:

To define a custom search
To edit or delete a custom search filter
To define a custom search

1. At the top of the console, click the
icon beside the Filter by field.
2. On the Manage My Searches dialog, in the Search Name field type a name for the search.
3. Click Build Search Qualification to open the Advanced Qualification Search Builder dialog box, and then
define the search qualification.
4. From the Keywords or Fields selection boxes, select the keywords or record fields on which you want to
search.
5. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Place literal values between
double quotation marks:
'Urgency' = $NULL$
'Priority' = "High"
Example
If Allen Allbrook is performing an incident request review and he needs to search for incident requests
that meet the following criteria:
Impact => 2-Significant/Large or 1-Extensive/Widespread
Service = Payroll Service
('Impact' = 2-Significant/Large" OR
'Impact' = "1-Extensive/Widespread")
AND 'Service' = Payroll Service" AND
'Last Resolved Date' >= 07/19/2008"
To search for articles where Business Service = Payroll Service:
'Business Service' ="Payroll Service" AND

'Last Resolved Date' >= "07/19/2010"
6. Click Select to close the Advanced Qualification Builder, and then click Save.
7. Close the Manage My Searches dialog box.
The search appears in the My Searches list of the Filter by field.
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To edit or delete a custom search filter

1. At the top of the console, click the
icon beside the Filter by field to open the Manage My Searches
dialog box.
2. Under My Searches, select the search filter that you want to modify or delete.
3. To modify the search filter, edit it as necessary and then click Save.
4. To delete the search filter, click Delete.
5. Click Close.
10.15.2 Searching all records

The following procedure describes how to search all records. Use this type of search when you are looking for
record that is not associated with your ID or your group's ID, or any time you search all of the records.
To search all records

1. From the application console navigation pane, choose Functions > Search application, where application is
either Work order, Change, Release, Knowledge, Problem or Incident.
A form appears that you can use to perform the search. The form is laid out in a similar way as the actual
request form. It contains the same tabs and the same fields.
2. Use the tabs and fields to build your search conditions.
To reduce the number of records found by the search, enter as much information into the form as you can.
Note
If the Customer field is configured to search on an attribute other than First Name or Last Name,
you can still search using the customer's name by opening the Additional Search tab and using the
First Name or Last Name fields.
3. When you finish entering your search criteria, click Search.

When the search finishes, the search results table lists all the records that match the search criteria.
Note
The search criteria are persistent. This means that if you run a search and then close the
application, the next time that you open the application and perform this procedure, the search
criteria that you entered in this step are still present in the search form. They remain until you
change or delete them.
4. Scroll through the table to find the specific record you want.
5.
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5. When you find the record, select it to display in Modify mode.
Note
When you open a record from the search results table, it is added to the history list, but not to the
breadcrumb bar. However, any related records that you open from the record do appear in the
breadcrumb bar and get added to the history list.
10.15.3 Searching all records from a hub server

The search form described in this procedure is associated only with hub and spoke environments.
Use this type of search from the hub server when you are looking for a record not associated with your ID or your
group's ID, or any time you must search all records.
Note
The hub and spoke search is limited to only the fields that you see on the Hub and Spoke Search form.
To search all records

1. From the Navigation pane of the hub server, choose Functions > Search applicationName.
The Hub and Spoke Search console appears.
2. Enter the search criteria.
3. When you finish entering your search criteria, click Search.
When the search finishes, the search results list contains all the records that match the search criteria.
4. Scroll through the results list to find the specific records that you want.
Note
When you open a record from the search results table, it is added to the history list, but not to the
breadcrumb bar. However, any related records that you open from the record do appear in the
breadcrumb bar and get added to the history list
10.16 Using social collaboration

This release of BMC Remedy ITSM integrates chat functionality, RSS feeds, and Twitter notifications with the BMC
Remedy ITSM applications. Users can now use these tools to collaborate with IT support users, such as Service
Desk agents, or as additional notification options.
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Note
For information about configuring social collaboration options, see Configuring social collaboration.
The following topics are discussed:

Chat integration
RSS feeds
Twitter integration
10.16.1 Chat integration

The chat functionality enables BMC Remedy ITSM users to initiate one-on-one or group live chat sessions in the
context of a specific record (for example a change record) from within the BMC Remedy ITSM applications. Using
this functionality, IT support users can chat with other IT support users and initiate collaborative resolution of an
incident or management of a change, among other actions. Administrators can configure the application to save
these chat sessions as a work info entry within the record.
Note
This integration is not intended for chat sessions between end users and IT.
For more information about using chat, see Using chat.
10.16.2 RSS feeds

BMC Remedy ITSM enables users to broadcast certain events using the Broadcast Messages functionality.
BMC Remedy ITSM integration with RSS feed enables access to specific BMC Remedy ITSM information using an
RSS reader as an alternative mechanism. Administrators can configure different RSS feeds to which users can
subscribe to. Out of the box, an RSS feeds for Global Public Broadcast messages is provided.
For more information about subscribing to RSS Feeds, see Subscribing to RSS feeds.
10.16.3 Twitter integration

The Twitter integration enables IT support users to propagate public and global BMC Remedy ITSM broadcast
messages to a Twitter account so that users who follow the account receive the messages. The Twitter account
must be configured before users can receive updates. Out of the box, this feature is supported only for broadcast
messages that are Public and provided for the Global company.
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For more information about receiving BMC Remedy ITSM broadcasts on Twitter, see Receiving BMC Remedy
ITSM broadcasts on Twitter.

Enabling chat, Twitter notifications, and RSS feeds
Configuring chat settings
Defining RSS feeds
Configuring the Twitter integration
10.16.5 Enabling chat, Twitter notifications, and RSS feeds

To use the chat, Twitter notification and RSS feed functionality, you must enable it. Out of the box, these options
are disabled by default.
To enable chat, Twitter notification, and RSS feed functionality

1. Select Application Administration Console > Custom Configuration > Foundation > Advanced Options >
System Configuration Settings - System Settings.
2. Click Open.
3. Select the Social Collaboration features to enable:
Enable Notification via Twitter
Enable RSS Feed
Enable Chat
4. Click Save.
5. For your changes to take effect, log out and log back on.
10.16.6 Using chat

Using the chat feature, users can collaboratively work on BMC Remedy ITSM records. For example, you can
collaboratively resolve issues by initiating a chat conversation related to the incident with other technicians who
might be able to help resolve the issues faster. An IT Support technician can start a chat conversation with other
members of the group to get help resolving an issue. When the chat initiator closes the conversation, it is saved
as a Work Info entry and maintained as a part of the record.
The chat icon is displayed on the landing console when chat is configured for BMC Remedy ITSM, as shown in the
following figure:
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Click this icon to open the chat initiation window.

The color of the icon reflects your current chat status. Click the arrow beside the icon to view all chat
conversations and to change your status. The status options are as follows:
Online
Busy
Away
Offline
The application displays a pop-up window when you receive an event like a chat invite or friend invite.
This section provides the following information about using chat:
Initiating a chat conversation
Adding BMC Remedy AR System users who are not present in the Friends list
Chat notifications
Initiating a chat conversation

Follow this procedure to initiate a chat procedure with another user from within the BMC Remedy ITSM
application.
To initiate a chat conversation

1. Within a record (for example a change record), click the chat icon.
The Start Conversation window is displayed with a list of users related to the record.
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The following user lists are displayed:

Friends Lists your friends from the configured chat client. For more information about configuring
the friend list, see Mapping the BMC Remedy AR System users to the chat server in the BMC Remedy
Action Request System documentation.
Support group users If the conversation is initiated within a record, the list displays users who
belong to the same support group as the chat initiator.
Assigned users The user to whom the record is assigned. This list is displayed when you initiate the
conversation from a record.
Context Users Lists users from the support groups that the user belongs to.
Form name
User
Support Groups
Activity
Requested By
Activity Assignee
Requested By
Assignee
Asset CI
All users from the People tab
All support groups on the People tab
Contract
Manage by Contract
Manager By
Change
Change Coordinator
Change Manager
Coordinator group
Manager group
Incident
Assignee
Owner
Assigned group
Owner group
Problem
Problem Coordinator
Assignee
Coordinator group
Assigned group
Known Error
Problem Coordinator
Coordinator group
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Form name
User
Support Groups
Assignee
Solution DB
Knowledge Article
Release
Task
Work order
Assignee
Assigned group
Assigned group
Author
Owner group
Owner
Assignee
Assigned group
Release Coordinator
Coordinator group
Requester
Support group
Assignee
Assignee group
Request Manager
Request Manager support group
Request Assignee
Request Assignee support group
Note
When you launch a conversation from the landing console, a list of context users is
displayed instead of assigned users.
To add a user from another list to your friends list, click the Send buddy request
icon
displayed next to the user's name when you hover the mouse pointer on the user name.
2. Select the user you want to chat with from the relevant list and click the Start Conversation
icon.
The chat window that is displayed provides the following information:

User name of the person who initiated the conversation.
Subject of the conversation. The subject includes the ID of the record from which the conversation
was initiated, the user who initiated the conversation, and other users included in the conversation.
The subject can be a reference for users being invited to the conversation.
Users can accept or reject the chat invitation. If they accept the invitation, a chat window is opened
in their console. Their chat window displays only a list of users included in the chat and the
conversation.
3.
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3. To invite additional users to the conversation, click the Invite Users icon
displayed on the top right
corner of the chat window. All participants can invite other users to the conversation.
Note
To add BMC Remedy AR System users who are not present in the Friends list, see Adding BMC
Remedy AR System users who are not present in the Friends list.
When the conversation is complete and the chat initiator closes the chat window, the conversation is either saved
as a Work Info entry in the Work Detail tab of the record from which the conversation was initiated, or not saved
at all. This depends on the option you selected when Configuring chat settings.
Note
If the conversation was not initiated from within a record, the conversation is not saved.
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Adding BMC Remedy AR System users who are not present in the Friends list
On the regular form where you have configured the BMC Remedy AR System server to work with the chat server,
create an active link that executes on the CHAT_SET_CONTEXT_REQ Event type. For more information about
events, see the following tables.
This active link sends an event to the AR System Chat Data Visualization field with Event type as
CHAT_SET_CONTEXT_RESP and Event Data as given below:
ContextUsers=ACommaSeparatedListOfBMCRemedyARSystemUsers;ContextGroups=
ACommaSeparatedListOfGroupIDs;DisplayName=SubjectOfTheChatConversation;
For example:
ContextUsers= John,Max,Amy;ContextGroups=1,2
ContextGroups=1,2;DisplayName=Resolving an IT ticket;
ContextUsers=John,Max,Amy;ContextGroups=1,2;DisplayName=Resolving an IT ticket;
List of events sent from the AR System Chat Data Visualization field to the parent form
Event name
Description
DVF_ON_READY
The Data Visualization Field (DVF) is loaded and is ready to interact. This is not specific to the chat DVM.
No response expected.
CHAT_SET_CONTEXT_REQ
Sent to the parent form for the parent form to supply any contextual information. If the parent form
chooses to provide this information, it later raises a corresponding event, CHAT_SET_CONTEXT_RESP.
CHAT_SESSION_START
Sent to the parent form to provide information on the chat progress. No response expected.
CHAT_INVITATION_SEND
Chat invitation sent. No response expected.
CHAT_USER_JOIN
A person is joining a chat session. This event occurs as many times as anyone joins a chat session. No
response expected.
CHAT_USER_LEFT
A person is leaving a chat session. This event occurs as many times as anyone leaves a chat session. No
response expected.
CHAT_INVITE_RECVD
A person is receiving a chat invitation. This event occurs as many times as anyone receives a chat
session invitation. No response expected.
CHAT_DATA_AVAILABLE
When the chat widget has a chat conversation transcript available, this event is raised prior to chat
session end, so that the parent form has an opportunity to save the transcript.
CHAT_SESSION_END
End of the chat session. No response expected.
CHAT_GET_SESSION_TRANSCRIPT_RESP
Provides a specific chat session transcript to the parent form.
List of events sent from the parent form to the AR System Chat Data Visualization Field
Event name
Description
CHAT_SET_CONTEXT_RESP
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Event name
Description
Raised by the parent form's workflow during or after processing the CHAT_SET_SESSION_REQ event.
No response expected.
FORM_EVENT_LOGOUT
Indicates to the DVF about things happening on the host form or the application. This is not specific to
the chat DVM.
CHAT_GET_SESSION_TRANSCRIPT_REQ
Gets the chat session text transcript that is accumulated in the chat widget's buffer. This request event
causes the DVF to raise the CHAT_GET_SESSION_TRANSCRIPT_RESP event.
When you create an active link that runs on the Event type CHAT_SET_CONTEXT_RESP, the Start Conversation
window is displayed as follows:
Note
Click here to view a .def file sample that uses the above information through the BMC Remedy AR
System form, "ChatTestForm" and it's related active links. Import this .def file using BMC Remedy
Developer Studio and access the "ChatTestForm" from BMC Remedy Mid Tier to view it.
Start Conversation window

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To add users to the Friends list, hover the pointer over the user name that is not present in your Friends list and
click the Add to Friend list icon that appears to the left of the user name.
Add user to Friend list on the Start Conversation window
Note
BMC Remedy AR System does not allow searching and adding friends without context. For example, to
see how BMC Remedy ITSM Suite has defined context users, see Initiating a chat conversation.
Chat notifications
Chat notifications are received when:
You receive a conference request
You receive a message
Notifications are displayed in the drop-down menu and at the bottom right of your browser window as shown
below:
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Chat notification window
You can respond using the Notification icon or the drop-down menu. When you receive any notification, the
Chat icon animates.
10.16.7 Subscribing to RSS feeds

Users can subscribe to configured RSS feeds from within the BMC Remedy ITSM applications. The RSS feed
option must be enabled in the System Settings configuration. To enable RSS feeds, see Enabling chat, Twitter
notifications, and RSS feeds.
For additional information about configuring RSS feeds, see Defining RSS feeds.
To subscribe to RSS feeds

1. On the IT Home Page, click the RSS feeds icon
2. When prompted, enter your BMC Remedy AR System password. Enter the authentication string, if
applicable, in the Authentication text box.
For details about authentication string, see Configuring the AR System server for external
authentication.
A list of the RSS feeds that have been configured is displayed.

RSS Feed URLs
3. Copy the URL of the RSS feed that you want to add to your RSS feed client (for example, Microsoft Outlook
RSS feeds).
4. Replace the user name and password in the URL with the appropriate values.
You are now subscribed to receive updates for the selected RSS feeds.
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10.16.8 Receiving BMC Remedy ITSM broadcasts on Twitter

The integration with Twitter enables users to receive BMC Remedy ITSM notifications directly to their Twitter
accounts. Users can follow the functional BMC Remedy ITSM Twitter notification account.
To receive BMC Remedy ITSM broadcasts on Twitter:
The functional BMC Remedy ITSM notification account must be created in Twitter, and configured and
authenticated, before users can follow the account.
Users must have a Twitter account that can receive the BMC Remedy ITSM notifications.
For more information about configuring a functional BMC Remedy ITSM Twitter notification account, see
Configuring the Twitter integration.
To follow ITSM notifications on Twitter

1. On the IT Home Page, click the Twitter icon
Note
If the Twitter icon is not displayed, make sure that you configured the twitter integration (see
Configuring the Twitter integration and enabled the Twitter notification functionality (see
Enabling chat, Twitter notifications, and RSS feeds).
2. If you are not logged on to the Twitter account, the logon screen is displayed.
3. Log on to Twitter using your account details.
The Twitter website is opened in a new browser window with the Twitter account that was configured for
the broadcast.
4. On the displayed Twitter page, click Follow to receive broadcast messages posted to this BMC Remedy
ITSM Twitter notification account.
For information about sending BMC Remedy ITSM broadcasts using Twitter, see Creating broadcast messages.
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11 Administering
This section describes how to perform configuration and administration tasks in BMC Service Request
Management.
Getting started
Creating services
Setting up the Work Order Management application
Creating requests from fulfillment applications
Viewing object relationships: 8.1.01 and later
Working with the Request Entry console
Internationalization and localization
Configuring Identity Request Management
11.1 Getting started

This section discusses standard configuration of the application and describes the Application Administration
console. The following topics are provided:
Opening application consoles
About the Application Administration console
Defining the application administrator
Performing a standard configuration
Managing standard configuration data
Configuring mid tier and multi-tenancy settings
Configuring the mid tier to view DVF fields
Configuring business hours and holidays
Creating on-behalf-of definition rules
Allowing unknown users to access the Request Entry console
Making the application accessible for users with disabilities
11.1.1 Configuration prerequisites

Before you begin configuring the product, verify that the following configuration prerequisites are met:
You have a BMC Remedy AR System Write license and an application license.
You have a basic knowledge of BMC Remedy AR System administration tasks.
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You have a basic understanding of performing common configuration tasks using the Application
Administration console (for example, logging into the IT Home Page, defining users in the People form, and
so on).
11.1.2 Configuration steps

To apply the basic level of BMC Service Request Management configuration, perform the steps listed in the
following table:
Action
Where to begin
For more information
From the Application Administration console, click the

Standard Configuration tab.
Configuring companies
1. Configure your company or organization

Perform standard configuration of your company or
organization (such as People, Company, Location, and
Site information).
Performing a standard
configuration
Note: If you have already have performed this step in

BMC Remedy ITSM, you can ignore this step, except for
creating assignment routing for the application, which is
described later in this section.
2. Define users
Define the application administrator.

Standard Configuration tab. Then, select the Create link
for People.
Defining the application

administrator
Define the support staff with appropriate privileges.

Standard Configuration tab. Then, select the Create link
for People.
Roles and permission groups

in BMC Service Request
Management
Creating support groups
Adding support staff
3. Configure settings for BMC Remedy Mid Tier

Configure the Application Settings form with the mid
tier path.

Custom Configuration tab. Then, select Service Request
Management > Advanced > Application Settings.
Configuring mid tier and

multi-tenancy settings
Verify that the mid tier URL needed to identify the DVF
components is correct. This step is necessary to make
sure that, for example, the Request Entry console shows
navigational categories correctly.
From the AR System Administration console, select

System > General > Server Information.
Configuring the mid tier to

view DVF fields

Management > Work Order > Work Order Template.
Creating application
templates and application
object templates
If BMC Remedy ITSM applications are installed, you can

create a change request template and incident request
template:
Creating work order
4. Create the application template

Create application templates with pre-configured
values.
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Action
Where to begin
Select Change Management > Template >
templates
Template.
Select Incident Management > Template >
Creating templates
Template.
5. Configure navigational categories

Create navigational categories, including descriptions
and images.

Management > Navigational Categories > Category
Management.
Configuring navigational
categories
View, modify, or create images.

Management > Request Entry Management > Service
Request Image Configuration.
Configuring service request

images
Define default behavior of SRDs.

Management > Advanced > Service Request Definition
Settings.
Defining service request

definition settings
Define the questions to use with SRDs.

Management > Application Configuration > Define
Questions Library.
Creating questions to use

with SRDs
6. Prepare settings, questions, levels, and images for

SRDs
Note: You can also define questions when you create an

SRD.
Define SRD levels.

Management > SRD Level > SRD Level.
Defining SRD levels
Relate images to SRDs that appear in the Request Entry

console.

Request Definition Image Management.

images
Configure survey questions for requesters.

Management > Advanced > Survey Configuration.
Configuring survey
questions.
Define default behavior for surveys.

Management > Advanced > Preferences.
Defining behavior rules for

surveys
View or modify HTML definitions.

Management > Advanced > Service Request HTML
Configuration.

HTML definitions
7. Configure miscellaneous items
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Action
Where to begin
Update the default Preference record for the Request
Defining default Request
Entry console.

Management > Request Entry Management > Default
Entry console preferences
Console Preference.
View, modify, or create search exclusions.

query exclusions
Request Search Exclusion String.
(Optional) Configure the "classic view" of the Work

Order console.
Work Order form Best
Custom Configuration tab. Then, select Foundation >

Advanced Options > View Selection Framework - Deploy
Practice and Classic views
View.
8. Configure work order templates and rules
Modify or delete work order templates.

Management > Work Order > Work Order Template.
Configure work order rules.

Management > Work Order > Rules.
Modifying or deleting work

order templates
9. Configure service target defaults (applies only if BMC

SLM is installed)
Modify default service target templates.

Management > Service Level Management > Service
Target Defaults.
Configuring service targets
Define approvals for each phase in the business process

for a company or category.

Custom Configuration tab. Then, select Foundation >
Advanced Options > Approval Process Configuration.
Setting up approval
processes for your company
Map the BMC Service Request Management approval

processes to individuals and groups for an organization.

Management > Approval > Approval Mappings.
Creating approver mappings
Create group assignment routing for BMC Service

Request Management.

Custom Configuration tab. Then, selectFoundation >
Configure Assignment > Configure Application
Assignment.
Configuring automatic
assignment events
Create individual assignment routing for BMC Service

Request Management.

Management > Work Order > Rules.
Configuring automatic
assignment rules for
individuals
10. Configure approval process and mappings
11. (Optional) Configure assignment
Note: You must configure

the Service Request
Assignee, Work Order
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Action
Where to begin

Manager, and Work Order
Assignee.
12. (Optional) Configure entitlement
(Optional) Create entitlement groups.

Creating entitlement groups
Management > Entitlement > Entitlement Group

Management.
Create people entitlement rules.

Creating people
qualifications
Management > Entitlement > Entitlement Management.

Add service request definition qualifications for
entitlement.

Creating SRD qualifications
(Optional) Validate users.

Validating user entitlement

to SRDs
(Optional) Configure on-behalf-of definition rules for

users.

Management > Entitlement > On Behalf Of Management.
Creating on-behalf-of
definition rules

Management > Application Configuration > Define
Application Object Template.
Defining application object

templates
From the Service Catalog Manager Console, select Focus

> Process.
Creating a standard PDT
From the Service Catalog Manager Console, select Focus

> Request Definition.
Creating service request

definitions
Note: On-behalf-of definition rules can also be used for

service requests, even if entitlement is not enabled.
13. Define an AOT
Define an AOT.
14. Create a PDT

Create a PDT.
15. Create an SRD

Create a SRD and deploy it.
After you deploy the SRD, it automatically appears in the Request Entry console. Users can then submit requests
for the services available to them.
Note
To localize services, you must localize all components, such as AOTs, PDTs, and SRDs, separately. You
can localize AOTs, PDTs, and SRDs when you create them.
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11.1.3 Opening application consoles

The following procedure describes how to open the following Service Request Management consoles:
Administrator Console
Service Catalog Manager Console
Service Request Designer
Service Request Coordinator Console
Business Manager Console
Work Order Console
Product Ordering Admin Console
To open application consoles

1. In a browser, enter the following URL in the address bar:
http://<webServer>:<port>/arsys/
<webServer> is the fully qualified name of the BMC Remedy Mid Tier system, specified in the format
server_name.company.com.
<port> is an optional port number, which is needed if the web server is not on the default port (port
80).
2. Enter your user name and password, and click Login .
3. In the navigation panel of the Home Page, select the console you want to view; for example, Service
Request Manager > Service Catalog Manager Console.
Tip
Create a favorite or bookmark for each console you want to access directly.
11.1.4 About the Application Administration console

You configure BMC Remedy Service Request Management using the Application Administration console. This
console shows common items, and items for the applications that you have installed. The configuration forms are
available only to BMC Remedy AR System administrators and application administrators.
The Application Administration console has two tabs: Standard Configuration and Custom Configuration. The
Standard Configuration tab lists seven steps that walk you through the process of configuring your organization's
information.
Note
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If you installed and configured BMC Remedy ITSM Suite before installing BMC Service Request
Management, the standard configuration steps might have already been done.
Application Administration Console Standard Configuration tab
The Custom Configuration tab provides access to configuration forms. Use the forms accessed from this tab to
go beyond the standard configuration.
For more information about configuration, see Performing a standard configuration.
11.1.5 Defining the application administrator

BMC Remedy Service Request Management is installed with a default application administrator ( appadmin), which
you can use to configure the application and define the application administrator.
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The following procedure describes the minimum number of entries that you need to make to enable the
administrator to configure the application. You should add support staff information to the application
administrator entry, as described in Adding support staff.
To define a BMC Service Request Management administrator

1. Log on to the BMC Remedy AR System server as the appadmin user.
2. On the Standard Configuration tab of the Application Administration console, select the company for
which to define the application administrator.
3. Click the Create link located next to People.
Note
Always configure people by opening the People form from the Application Administration
console. Information that you add or modify on the People form is automatically updated to the
BMC Remedy AR System User form, but information updated on the User form is not updated to
the People form.
4. In the People form, enter information in the required fields.

5. Enter the administrator's email address.
The default notification method is email.
6. For the application administrator (and all support staff), select Yes in the Support Staff field.
The Support Groups tab appears. For the application administrator and all support staff, you must enter
information in the Login/Access Details tab and the Support Groups tab.
7. Give the person the appropriate administrator permissions.
a. On the Login/Access Details tab, enter the login ID and the password.
b. Click Update Permission Groups.
c. In the Permission Group field in the Permission Group dialog box, select the following permission
groups, and click Add/Modify.
Request > SRM Administrator
Foundation > ASE-Administrator
Task > Task Administrator (optional, to enable the Service Request Management administrator
to access the Task Management System configuration forms)
For more information about permissions, see Roles and permission groups in BMC Service
Request Management.
d. If required, select a license type of Fixed or Floating.
e. Click Add/Modify for each permission group.
f. When you finish adding permission groups, click Close.
8. If you use the Company field to restrict access to specific companies, complete the following steps to give
the application administrator access to data in the applications by assigning the administrator to specific
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companies. Otherwise, select Yes in the Unrestricted Access field (the default) on the Login/Access Details
tab of the People form.
To select a specific company:
a. Click Update Access Restrictions.
b. In the Access Restriction field of the Access Restrictions dialog box, select a company for which to
add access to the person.
c. Click Add/Modify and Close.
9. If the administrator will also be a service request coordinator, business manager, work order manager or
assignee, or fulfillment provider, follow these steps to relate the person to at least one support group:
a. Click the Support Groups tab.
b. Click Update Support Groups and Roles.
c. In the Add Support Group Relationship area of the Update Support Group Memberships and Roles
form, select the Company, Support Organization, Support Group, and Relationship Role.
Note
The relationship roles are Member and Associate Member. These values are informational
only. Member means that the person belongs to the support group. Associate Member
means that the person has access to modify requests assigned to that support group.
d. Click Add.
A support person can belong to more than one support group. To select the primary support group,
select the support group, and click Set to Default.
To change the relationship role, click Make Associate Member or Make Member.
10. Click the Functional Role Update tab.
You can use this tab to assign functional roles to people in support groups. Functional roles extend access
granted by permissions groups, but only for specific support groups that are used in the application. For
example, someone might be a member of two support groups, but is a Request Approver for only one.
11. To add a functional role, complete the following steps:
a. Select Company, Support Organization, and Support Group Name.
Selections in lists for the Company, Support Organization, and Support Group Name fields on this
tab appear only if support groups have been related to the person on the Support Group Update tab.
b. Select a functional role (such as Request > Request Approver ) and click Add.
12. Click Close, and click Add in the People form.
13. Confirm the password.
11.1.6 Performing a standard configuration

This section provides standard configuration information and contains the procedures required to get your
system operational.
Configuring companies
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Creating organizations
Creating locations
Creating support groups
Adding people information
Creating product categories
Creating operational categories
Creating assignment routing in a standard configuration
Viewing and modifying standard configuration data
11.1.7 Managing standard configuration data

After you configure BMC Remedy ITSM as a standard configuration, you can view the configuration data.
When you view the data, a form appears in which you can perform additional custom configuration. For example,
if you view support groups, you can use the Support Group form to modify the data already entered or add
additional information, such as the business hours for a support group.
To view or modify standard configuration data

1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
2. Click the View link next to the category of standard configuration data that you want to view or modify.
The corresponding form appears with search results that display all records for the selected company. If
appropriate, records applicable to all companies also appear. For example, if you click the View link next to
Support Group, the Support Group form appears, displaying all matching support groups, as shown in the
following figure.
The top part of the form displays the search results, and the bottom part displays the selected record.
Support Group form displaying the company's support groups
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3. Select the appropriate record to view the data or make changes.

4. If you make changes to the form, click Save.
5. Close the form.
11.1.8 Configuring mid tier and multi-tenancy settings

The BMC Remedy Service Request Management Application Settings form is used to configure the mid tier path.
In addition, this form displays information about multi-tenancy settings for the Request Entry console. Use this
form to determine if your organization supports multi-tenancy or usage by a single default company.
You can also use this form to determine if your organization allows unknown users to access the Request Entry
console to submit service requests. For information, see Allowing unknown users to access the Request Entry
console.
Note
Multi-tenancy is how access control to data is enforced in BMC Remedy Service Request Management.
For example, when you create an SRD, you either specify which company it belongs to, or you designate
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it as a "global" SRD. As a result, if the SRD is attached to Calbro Services, for example, only users who
belong to Calbro Services can access it. But if the SRD is global, you are allowing any users to see it,
regardless of the company to which they belong.
To configure mid tier and multi-tenancy settings

2. From the Application Settings list, choose Service Request Management > Advanced > Application Settings,
and click Open.
3. If Single-Tenancy appears in the Tenancy Mode field on the Application Settings form, specify whether to
allow guest users to access the Request Entry console, as follows:
a. In the Allow Unknown Users field, select Yes or No.
b. If you select Yes, specify the proxy login information.
Note
If Multi-Tenancy appears in the Tenancy Mode field, your organization uses the Company
field for access control. You cannot allow guest users to access the system; only users
registered in the People form are allowed access. For information, see Allowing unknown
users to access the Request Entry console.
4. In the Mid Tier Path field, enter the default path of the BMC Remedy Mid Tier using the fully-qualified
domain name format, for example:
http://255.255.255.255:8080/arsys
http://ccm-five1-vm2.labs.acme.com/arsys
http://chardonnay.labs.acme.com:8080/arsys
5. Click Save.
11.1.9 Configuring the mid tier to view DVF fields

To view the data visualization fields (DVF) in BMC Service Request Management, you must correctly configure the
BMC Remedy Mid Tier.
To configure the mid tier to view DVF fields

1. From the IT Home Page, open the AR System Administration Console.
2. Choose System > General > Server Information.
3. In the Server Information window, click the Advanced tab.
4.
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4. In the Default Web Path field, enter the mid tier URL.
The format is http://<webServer>:<port>/<contextPath>. The default value for <contextPath> is arsys.
Specify <port> only if you are not using the default port number of 80. Be sure to use the fully qualified
domain name.
Note
For the application to function correctly, the URL that is used to access the Request Entry console
must contain the name of the current BMC Remedy AR System server for the mid tier, which is the
value in the $SERVER$ variable.
5. Click OK .
6. Open the BMC Remedy Mid Tier Configuration Tool:
http://<midTierHost>/arsys/shared/config/config.jsp
7. Click General Settings .
8. Enter the BMC Remedy AR Server name in the Data Visualization Module Server field, matching the server
you specified in step 4.
Recommendation
Configure the Data Visualization Module on the mid tier to use only one server.
9. Click AR Server Settings.

10. Verify that the value in the Server Name column matches the BMC Remedy AR System server name you
specified in step 4.
11. Log into the BMC Remedy AR System server with your browser, and open the IT Home Page.
12. In the left navigation pane, click the Request Entry link under Service Request Management.
If you correctly configured the mid tier, the Request Entry console appears.
11.1.10 Configuring business hours and holidays

You can view and modify the hours of operation for each support group . Support group business hours and
holidays are used in calculating the expected completion date of requests and in the Work Order Management
application.
To add business hours and holidays

2. From the Application Settings list, choose Foundation > Organizational Structures > Support Groups , and
click Open .
3.
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3. In the Support Group form, search for the support group that is the selected coordinator group.
This group is specified in the Coordinator Group field on the Service Request tab of the SRD.
4. Select the support group, and click the Business Hours and Holidays tab.
5. In the Business Hours area, click Update.
6. On the Define Business Hours form, click Server Time Zone.
Note
If the time zone has not already been set, choose Foundation > Organizational Structures > Time
zone from the Custom Configuration tab of the Application Administration Console.
7. Enter the start and end times, or click the 7 X 24 or Default button, and click Save.
The business hours you specified appear on the Business Hours and Holidays tab of the Support Group
form.
8. To add business holidays, click Update in the Business Holidays section of the form.
9. On the Business Holidays Definition form, click Server Time Zone to select the time zone for the BMC
Remedy AR System server.
10. In the Holiday field, enter a holiday date.
11. Click Add, and enter any additional holidays.
11.1.11 Creating on-behalf-of definition rules

The application administrator can create on-behalf-of (OBO) definition rules to specify the following actions:
A member of a support group can enter a service request on behalf of another individual in a company, an
individual in a specified company, or an individual in a specified group. The Global company can be used to
allow entering a service request for anyone.
An individual can enter a service request on behalf of another individual, another individual in a specific
company, or an individual in a specified group.
Anyone can enter a service request on behalf of anyone else by using a company-to-company rule with
Global for the requester and Global for the requester to act on behalf of another individual.
Users acting on behalf of another user can view only requests that they submitted on behalf of that person, and
not requests submitted by the user or requests submitted by others on behalf of the user.
You can use this feature even if you choose to disable entitlement management. For more information about how
this feature works, see How on-behalf-of functionality works.
Recommendation
BMC recommends that you create OBO rules that allow service desk staff to create service requests on
behalf of any user.
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Note
All new service requests are validated against On Behalf Of (OBO) rules, except those created
automatically by BMC fulfillment applications. For example, when a web service creates a service
request, an OBO rule must be configured so that the Requested By user can submit a service request on
behalf of the Requested For user.
For more information, see Integration methods and Request_Submit_Service.
To create an OBO definition rule

2. From the Application Settings list, select Service Request Management > Entitlement > On Behalf Of
Management, and click Open.
3. From the On Behalf Of Definition Rules form, click Create.
4. Enter a unique name for the definition rule.
5. Select a company.
6. Select a status.
7. Define the requester by selecting a Requester Type.
Requester
Type
User
Steps to follow
a.
b.
c.
d.
Click Select User.

In the People Search form, enter criteria to find a particular person from the People form, and click Search.
Select a person from the results list, and click Select.
The login ID of the person appears.
Note: You can select any user from any of the companies to which you have access.
Company
Select information from the remaining fields (for example, Organization, Department, and so on).
Group
Select a group name for the company (for example, Calbro Services > Service Desk). When selecting a group for the Requester
Type, you can only select a group to which you have access.
8. Define a user or company that the user is acting on behalf of.

If you select this Requested
For Type
User
Follow these steps
a. In the People Search form, enter criteria to find a particular person from the People form, and click
Search.
b. Select a person from the results list, and click Select.
c. The login ID of the person appears.
Company
Select information from the remaining fields (for example, Organization, Department, and so on).
Group
Select a group name for the company. When selecting a group for the Requester Type, you can only select a
group to which you have access.
9.
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9. Click Save.
How on-behalf-of functionality works

When a user enters a request on behalf of another user, the following process occurs:
1. The Requested By and Contact Information sections on the Service Request and Work Order forms provide
the details about the person who submitted the service request or work order. (The organization and
department of the Requested By person are based on the Requested By company.)
2. The Requested For and Customer Information sections on the Service Request and Work Order forms
provide the details about the person who the service request or work order was submitted on behalf of.
(The organization and department of the Requested For person are based on the Requested For company.)
If a user submits a service request on behalf of himself, the Requested For information equals to that of the
Requested By.
3. The Location Information section lists the location company, region, site group, and site of the service
request or work order. Region, site group, and site are based on the location company. The location
information is not necessarily the same as the Requested For person's location on the People form. (Many
applications allow the location information to be modified manually.)
4. When the back-end request is submitted, the location information from the back end is passed to the
location information on service request. If the information is not provided from the back end, the system
sets the location information on the service request to that of the Requested For person from the the
People form. The same happens with the work order.
11.1.12 Allowing unknown users to access the Request Entry console

A user is considered to be a unknown user if a People record does not exist for the person. You can allow
unknown users to access the Request Entry console as guest users to view and submit requests defined for the
Global company.
Guest users are not allowed to perform the following actions in the Request Entry console:
Add services and articles to Favorites
Use the cart to submit requests
Submit requests on behalf of others
Provide feedback
Complete survey
Set user preferences
Access Approval Central
View approval count
The Request Management Application Settings form is used if your organization allows unknown users as guest
users to access the Request Entry console.
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To allow unknown users access to the Request Entry console

1. From the Administration Console, click the Custom Configuration tab.
2. On the System Settings form, set the tenancy mode to Single-Tenancy and add a company name.
To open the System Settings form, open the Application Administration Console, and click the Custom
Configuration tab. Then, choose Foundation > Advanced Options > System Configuration Settings >
System Settings.
3. On the Application Settings form, set Allow Unknown Users to Yes and add login information.
To open the Application Settings form, open the Application Administration Console, and click the Custom
Configuration tab. Then, choose Service Request Management > Advanced > Application Settings.
4. Create a default People record with a valid BMC Remedy AR System login to be used for unknown users.
5. On the Configuration tab of the AR System Administration: Server Information form, select the Allow Guest
User option.
Note
If you do not want guest users who have a BMC Remedy AR System login and no People record, to
access your system, do not enable the Allow Guest User option.
11.1.13 Making the application accessible for users with disabilities

Users with disabilities can use keyboard and screen-reading software to read the Request Entry console.
To set accessibility options

1. From a browser, open the AR System User Preferences form.
2. Click the Accessibility tab.
3. In the Accessibility section, select the following accessibility options:
Accessible Mode Screen Reader / No Vision
Accessible Message All Actions
4. Click Save.
11.2 Configuring navigational categories

This section discusses configuring navigational categories.
Defining global navigational categories
Defining company navigational categories
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Sorting navigational categories

You must set up navigational categories so that you can select one when creating an SRD. The SRD is displayed
under the selected category on the Browse Categories page of the Request Entry console.
Note
You must have the SRM Administrator permission to create navigational categories.
Create a spreadsheet with the items you support on the left side and the services you provide on the top row.
Each spreadsheet cell represents a category and service pair (for example, Hardware/Repaired). Determine which
pairs apply to your organization, and you can map your old tree to this new structure.
You define the categories in the Category Management form. This form is used as a repository to store the
categorizations that differentiate the catalog offerings, including graphics. You can create generic categories that
globally apply to all organizations (for example, Hardware/Computers/Dell) or categories unique to specific
companies.
Note
Navigational categories do not appear in the Request Entry console until they are associated with an
SRD. Some SRD categories are preconfigured by default with their own images. You can relate a
different image with these categories. In addition, when you configure your own navigational categories
for your organization, you can assign customized images to them, based on your organization. (For
more information, see Configuring service request images.)
After you define the navigational categories, their values appear in the following areas:
Service Request Definition form
Defined Locales form (click Other Locales on the Service Request Definition form)
SRD Qualification for Entitlement form
Approval Mappings
You can define categories for one company, which makes the appropriate categories visible only for that
company. Using the Category Management form, you can create three levels of categorizations for a specific
company (for example, Installation > Desktop > Windows, or Change > Application > Password).
The company and categories enforce the uniqueness of the categorization, which means that only one unique
combination of categories is allowed for each company and each locale.
Define global categories first, followed by company-specific categories, and then sort. Follow this sequence
because you move company navigational categories up and down the navigation tree relative to the global
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categories. After you specify the sequence of the global categories, they are fixed and do not change when you
start working on your company categories. After you establish the global categories, you move the company
categories around them, above or below a global category.
Tip
Define only a manageable number of SRDs and navigational categories. Increasing the number of
navigational categories to users can slow the performance of search operations in the Request Entry
console.
The system prevents you from creating duplicate Category 1 records. You can, however, create Category 2 and
Category 3 records that have the same name. For example, you can create two Category 3 records called
Password Reset because the two different contexts in the Request Entry console determine its particular use.
Business Systems (Global Category 1)

iTime (Category 2)
Password Reset (Category 3)
Network (Calbro Category 1)
NT Authentication (Category 2)
As a result, users should not be confused by seeing Password Reset in two different locations in the Request Entry
console.
Note
If guest users must be able to access navigational categories, create the categories for global companies.
Recommendations
When creating navigational categories, divide the service into two parts and make two lists:
Items that you support for example, Hardware, Software, Networks, and so on
Services that you provide for example, Repaired, Replaced, Trained, and so on
When defining navigational categories, follow this sequence of steps:
1. Defining global navigational categories
2. Defining company navigational categories
3. Sorting navigational categories
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To avoid confusion in a multi-tenancy environment, create your most general categories as

global. When you have finished the overall general structure of your Category 1, 2, and 3 records,
you can create more particular categories for your company.
11.2.1 Defining global navigational categories

You can define up to three levels of global navigational categories.
To define global navigational categories

2. From the Application Settings list, choose Service Request Management > Navigational Categories >
Category Management, and click Open.
When you open the Category Management form, the company that appears is Global if the Multi-Tenancy
is set for the Service Request Management application settings. Otherwise, the Select Company field
defaults to the Single-Tenancy company you specified. For more information, see Configuring mid tier and
multi-tenancy settings.
All administrators have access to Global categories. If you have Unrestricted access, you can see all
companies on your BMC Remedy AR System server in the Select Company list. Otherwise, you can see only
Global and the company to which you have access.
3. To create a global Category 1 record, follow these steps:
a. Click Add.
New Category appears in the Categories tree.
b. Select New Category from the tree.
c. Enter a Category Name (for example, Hardware).
This category name represents a Category 1 record shown in the Request Entry console. The
category name is shown in the Navigational Categories section of the Service Request Definition
form.
d. (Optional) Add a brief description of the category. In addition, you can enter any value that can be
read by a browser, such as an hyperlink to a web page. See Adding hyperlinks in an SRD.
e. (Optional) Click Change Image to select an image.
For more information about adding image definitions or modifying associated images, see
Configuring service request images.
f. Select the status of the navigation category (for example, Active).
The status determines if the category is available on other forms (for example, the Request Entry
console or the SRD Qualification for Entitlement).
g. Click Apply to add the category details to the tree.
4. To add additional Category 1 records, select Categories at the top of the tree, and click Add.
Repeat step 3b through step 3g until you finish adding Category 1 records.
5. To create a Category 2 record in the tree:
a. Select the Category 1 record, and click Add.
b.
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b. Enter a category name (for example, Printer) and a description.

In the Request Entry console, the Category 2 value appears under Browse Sub-Categories.
Note
You cannot select images for Category 2 records.

a. Select the Category 2 record.
b. Click Add.
c. Enter a category name (for example, Xerox Laser Printer) and a description.
Category 3 values appear when a user clicks a Browse Sub-Categories link for a service category in
the Request Entry console. You cannot select images for Category 3 records.
7. To delete a category, select the category to delete, and click Delete.
To delete a parent Category 1 record, you must first delete the child Category 2 and Category 3 records.
Note
You cannot delete a navigational category that is currently used with an SRD. You must first select
a different category for the SRD or delete the SRD. Then, you can delete the category.
8. To localize the navigation categories, click Manage Locales.

Translated categories follow the default language sort order specified in Category Management.
The Category Localization form lets you manually translate each category. You can specify the locale to
show the navigational category in the language that is the most useful to your users. You can deliver
localized navigational categories to different users, simultaneously, in multiple languages with different
display properties.
Note
Deleting a category unrelated to an SRD deletes all localized categories. For more information,
see Localizing navigational categories.
To sort global navigational categories, see Sorting navigational categories.
11.2.2 Defining company navigational categories

You can create up to three levels of company navigational categories, which appear in the Request Entry console
when a user clicks Browse Catalog.
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You can create a combination of global and company navigational categories, and later interleave these
categories together. For example, you can insert a company category between two global categories.
Note
You can add company Category 2 or Category 3 records under global categories, but you cannot add
global categories under company categories.
Example
Calbro Category 1
Global Category 1
Global Category 2
Calbro Category 3
Global Category 3
Calbro Category 3
Global Category 2
Calbro Category 2
Calbro Category 1
Global Category 1
To define company navigational categories

The Category form appears in New mode. The global categories you previously created (for example,
Software, Hardware, and so on) appear in the category tree.
3. To create a company Category 1 record:
a. From the Select Company field, select your company (for example, Calbro Services).
b. Select Categories at the top of the tree.
c. Click Add.
d. Select New Category from the tree.
e. Enter a Category Name (for example, Calbro Services Computers).
If you want to enter the greater than (>) or less than (<) sign in the Category Name field, use encoded
text (&gt for >, and &lt for <); otherwise, browsers will interpret the greater than and less than signs
as valid HTML markup if the category name is included in a URL.
f. (Optional) Add a brief description of the category and change the image.
g. Select the status of the navigational category.
h. Click Apply to add the category details to the tree.
4.
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4. Add additional Category 1 records, until you finish adding your Category 1 records.
The Category 1 records can be either global or company-specific.
b. Click Add.
c. Enter a category name (for example, PC) and a description.
The Category 2 records can be either global or company-specific.
b. Click Add.
c. Enter a category name (for example, Ubuntu) and a description.
7. To delete a category, select the category to delete, and click Delete.
To delete a parent Category 1 record, you must first delete the children Category 2 and Category 3 records.
Note
You cannot delete a navigational category that is currently used with an SRD. You must first select
a different category for the SRD or delete the SRD. Then, you can delete the category.
11.2.3 Sorting navigational categories

You can set an administrator preference for how navigational categories display in the Request Entry
consolealphabetically or by sort order. If you choose to display navigational categories by sort order, you define
the sort order in the Category Management form as explained in this topic. For information about displaying the
categories alphabetically, see Configuring request entry preferences.
You can sort category items in each category level up or down in the category tree. For instance, in the following
example, you can move Calbro Category 1 Email up above Global Category 1 Hardware or you can move it below
Calbro Category 1 Computers, but you cannot move it to any Category 2 or Category 3 level in the tree.
Example
Global Category 1 Software

Calbro Category 2 Acrobat
Global Category 2 Microsoft
Calbro Category 3 Excel
Global Category 3 Microsoft Word
Global Category 1 Hardware
Calbro Category 1 Email
Calbro Category 1 Computers
Calbro Category 2 PC
Calbro Category 2 Macintosh
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You can sort Category 2 and Category 3 records in their category levels. You can sort global and company
Category 2 records (for example, Calbro Acrobat or Global Microsoft), or global and company Category 3 records
(Calbro Excel or Global Microsoft Word).
Note
After you have selected a company, you cannot sort any Global categories. You must select Global as
the company to enable sorting of Global categories.
To sort navigational categories

3. Select a record in the Categories tree.
4. Click the arrows to move the categories up or down.
You can sort global and company records in each category level.
Tip
Sort the Global categories first, and sort the company categories later.
5. (Optional)To test your navigation categories:

a. From the Service Catalog Manager Console, click Create.
b. From the Service Request Definition form, create one or more SRDs with your navigation categories
(global or company), and deploy them.
c. Log into the Request Entry console.
If you correctly configured the navigational categories, your global and company categories appear
properly.
6. Click one of the Browse Subcategories.
The Category 2 and Category 3 values appear.
11.3 Creating services

This section describes how to create a service for your company's service catalog and make it available to your
customers and users on the Service Request Entry console.
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How service request definitions are related to Atrium Service Catalog

Creating application templates and application object templates
Creating process definition templates
Configuring packages and entitlement
Configuring approvals for SRDs and requests
Working with surveys
Using the Service Request Designer
A service offering is represented by a Service Request Definition (SRD). A standard SRD typically includes a
description of the service offered, price, required approvals, and user entitlement according to the service level
management criteria. It can also include questions for the requester. The requester's responses are passed on to
the fulfillment application that is responsible for fulfilling the request. The SRD specifies the automated process to
fulfill the request, such as forwarding work orders to the appropriate people to fulfill the service request.
In order to specify the automated process to fulfill a request for the service, you must create the following
components contained in the SRD:
1. An application template, such as a work order template, incident template, or change template to generate
the fulfillment request. For more information about application templates, see Creating application
templates and application object templates.
2. An application object template (AOT) that defines the application template and the company for which you
are creating the SRD. For more information about application object templates, see Creating application
3. A process definition template (PDT) that includes one or more AOTs, and defines the process for fulfilling a
service request. For more information about PDTs, see Creating process definition templates.
After you have created the components mentioned above, you can create the SRD and associate it with one or
more PDTs. For more information on creating SRDs, see Creating service request definitions-Quick Start.
11.3.1 Configuring BMC Service Request Management video

This video explains how to configure AOTs, PDTs, and SRDs.
Disclaimer
Although the concepts and procedures presented in this video are correct, the user interfaces shown are
not current.
View video on YouTube
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11.3.2 How service request definitions are related to Atrium Service Catalog
When you create a service request definition (SRD) in BMC Service Request Management, it is translated into a
requestable offering in the Atrium Service Catalog. This makes the SRD information (and its relationship to
services and service offerings) available to other consumers. Users can browse the entire service catalog in one
location.
A requestable offering is part of a service offering that defines a specific agreement between a service provider
and a customer for a service. Each service offering defines a level of service for a price: it combines the service
(utility), a service level target (warranty), add-on options, and requestable offerings.
All technical and business services must have at least one service offering. For example, an IT organization offers
different service offerings, or levels, for a database server (Gold, Silver, and Bronze) based on response times.
Each service offering also costs a different amount based on the service level target. A customer selects among
the different database and operating system options for the service and then selects the Silver offering, which has
a service level target of a 10-minute response.
Each service offering can have one or more requestable offerings. Like a service offering, an requestable offering
defines a specific agreement between the provider and customer that combines the service (utility) and a service
level target (warranty) at a specified price or cost. The requestable offering defines what requests and
transactions can be submitted about a service offering. These might be requests to deliver or implement an
instance of the service offering, or they might be requests for changes, requests for fixing issues, and so on.
The Atrium Service Catalog has a hierarchy of services as shown in the following figure:
Example of a service model
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To summarize, the service model includes the following elements:

Service (Business or Technical) A high-level service that defines the "utility." A service is made up of
service offerings.
(Optional) Service level target Target that defines the "warranty." Targets define the key performance
indicators (KPIs) that measure the performance of a service offering.
Service offering A service that an IT organization makes available to its users. Service offerings are
associated with service levels (such as Gold, Silver, and Bronze) and the warranty defined by those service
levels. Aspects of a service offering that can be requested by users are specified by delivery (one-time) and
transactional (ongoing) requestable offerings.
Requestable offering An aspect of a service offering that can be requested by users. BMC Cloud Service
Management enables two general types of requestable offerings:
Delivery requestable offerings, through which users request the implementation of a service
Transactional requestable offerings, through which users request additional functionality of a service
11.3.3 Creating application templates and application object templates

This section describes how to create application templates and application object templates.
About application templates and application object templates
Creating application templates
Defining application object templates
Parameters for registering application templates with AOTs
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About application templates and application object templates

This topic describes application templates and application object templates.
About application templates
About application object templates
About application templates

Application templates are templates that are part of other applications, for example:
Work order templates are used with the Work Order Management application, which is included with BMC
Service Request Management.
Change templates are used with the BMC Change Management application, which is included with BMC
Remedy IT Service Management Suite.
Incident templates are used with the BMC Incident Management application, which is included with BMC
Remedy IT Service Management Suite.
Application templates are used to generate work orders, change requests, and incident requests that users
frequently request. For example, Work order templates are useful in any work order that follows well-defined
methods for specific and repeated requirements for example, Installs, Moves, Adds, and Changes (IMAC).
When, for example, a user requests a service to upgrade office furnishings, BMC Service Request Management
can create a work order with pre-defined company, categorizations, tasks, and assignments, if the appropriate
work order template exists.
Application templates are associated with Application Object Templates (AOTs). AOTs are container objects for
application templates.You must create the application template before defining AOT, and then associate it with
the AOT. You can map an application template to only one AOT.
Application templates are sometimes called "application fulfillment templates" because you create them from the
underlying applications that fulfill their tasks, such as BMC Work Order Management or BMC Change
Management.
Note
Quick launch and no-template AOTs do not use application templates. No-template AOTs create the
fulfillment request without a fulfillment application template.
Recommendation
You can create as many application templates as needed, but the best practice is to create application
templates for routine incidents, standard changes, or work orders that users frequently request.
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About application object templates

Application Object Templates (AOTs) are container objects for application templates. An AOT form defines the
company, application, and an application template. Defining an AOT enables it for use in process definition
templates (PDTs).
Important
You must have Request Catalog Manager permission to create AOTs
Each AOT can include only one application template. When you specify an application template in an AOT, the
application template is registered with the AOT. You can add only an unregistered application template to an
AOT.
You can use the Application Object Template form to associate target data to AOTs that are used with BMC
Service Request Management. Adding target data to your AOT allows you to add requester questions when you
define your SRD. You cannot add questions to your SRD until you have added target data to your AOT.
You can map input and output variables in your AOT to pass data dynamically between different fulfillment
applications:
Input variables are entered in target fields and are required for the fulfillment application (analogous to input
parameters to a procedure). In the AOT, the inputs are answers to target data questions. If an AOT has an input
defined, at runtime the data is passed to the fulfillment request at the request creation time.
Output variables are taken from a field on the fulfillment application. These variables are the process results of
the AOT that are made available to the caller of the process (analogous to output parameters to a procedure). If
an AOT has an output defined, at runtime an entry is created in a variable temporary form when the fulfillment
request is resolved.
For more information about variables, see Using variables in a process definition template.
Creating application templates

This section describes the parameters required to create application templates for work orders, change requests,
and incident requests. It also describes how to configure work order templates.
Parameters for creating application templates
Configuring and managing work order templates
For information about configuring change templates and incident templates, see Configuring templates in the
BMC Remedy ITSM Suite space.
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Parameters for creating application templates

Create the application templates with the following parameters. You can modify these values as needed for your
own environment.
Application
template
Tab or field
Value
Function
Incident
Management
Header
Enter required information to complete

incident template (for example, IMT).
Receives data input (Categorization Tier 1) from service

request
Note: Set Status to Assigned.
Change
Management
Authored For
Groups tab
Enter company information in required fields.
Header

change template (for example, CMT).
Categorization
Tab
Enter information in the required fields.
Authoring For
Groups tab
Enter company information in the required

fields.
Header
Enter required information to complete work

order template (for example, WOT1).
Receives data input (Categorization Tier 1) from change

request and places it in the Description field
Categorization
Tab
Enter company information in required fields.
Note: On the Work Order form, the Summary field is used for
the description.
Header

order template (for example, WOT2).

request and places it in the Detailed Description field
Categorization
Tab

order template.
Receives data input (Categorization Tier 1) from incident
Template
Work Order 1
Work Order 2
Configuring and managing work order templates

This section describes how to configure and manage work order templates.
Creating work order templates
Modifying or deleting work order templates
Adding information for advanced interface forms
When using BMC Work Order Management, you can simplify the process of creating work orders by configuring
work order templates for use in AOTs. You also can create work order templates that help support staff to quickly
create work orders.
Note
You must have Work Order Config permission to create work order templates.
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You can create templates for any work order or task for users who regularly perform preapproved work orders
that follow well-defined methods for specific and repeated requirements, for example, Installs, Moves, Adds, and
Changes (IMAC). You can create as many templates as needed; however, as a best practice, create templates for
only standardized processes that your users perform frequently.
Recommendation
The values you configure in the Work Order Template form are used to add information to the Work
Order form.
Work order template categorization

The values you specify in a work order template's Categorization tab are used to add information to the
corresponding Categorization tab in the Work Order form. The Categorization tab is used to describe the work
order and show which products or services are affected by the work order.
Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup
form. The Operational Categorization Selection settings add information to the operational categorization
fields in the Categorization tab of the Work Order form.
Product categorization is based on a five-tier hierarchy defined in your Product Catalog Setup form. The
Product Categorization Selection settings add information to the product categorization fields in the
Categorization tab of the Work Order form.
For more information about company product catalog, see Working with product catalog information. For more
information about operational catalog, see Working with operational catalogs.
Assignment settings in a work order template

The values you configure in a work order template's Assignment tab are used to add information to two areas in
the Assignment tab of the Work Order form:
The Request Manager settings fill the Request Manager fields in the Assignment tab of the Work Order
form. Here you configure the support company, organization, and group to which the work order will be
assigned.
The Request Assignee settings fill the Request Assignee fields in the Assignment tab of the Work Order
form. Here you configure the support company, organization, and group by which the work order will be
implemented.
Creating work order templates

This section provides information about configuring work order templates.
To create work order templates

1.
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2. From the Application Settings list, choose Service Request Management > Work Order > Work Order
Template, and click Open .
3. Enter information in the following fields at the top of the Work Order Template form:
a. In the Company field of the, select a company for the template.
b. In the Summary field, enter a brief description of the work order.
c. In the Template Name field, enter a name for the template.
d. In the Work Order Type field, select the appropriate type for this template for example, General
(the default) or Project.
e. (Optional) In the Notes field, enter a complete description of the template.
f. In the Status field, select a status.
This information is entered to the Summary field on the Work Order form.
g. Click Save to add your template to the list of available work order templates.
Note
The new template is unregistered for BMC Service Request Management. To register the
template by adding it to an AOT, see Defining Application Object Templates.
4. From the Categorization tab of the Work Order Template form, enter information in the following fields:
a. In the Company field, select the name of the company for requests based on this template
b. (Optional) In the Region field, select the area of the company.
c. (Optional) In the Site Group field, select the city of the company.
d. (Optional) In the Site field, select the location of the company for this work order.
e. (Optional) In the Business Service field, select a business service configuration item (CI) to relate to
this work order. Items in the list are retrieved from the Atrium Service Catalog.
f. (Optional) Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier 3.
Here you configure the three-tier hierarchy defined in your operational catalog.
g. (Optional) Select the appropriate product categorizations for Tier 1, Tier 2, Tier 3, Product Name,
and Model/Version.
Here you configure the five-tier hierarchy defined in your product catalog. If you do not see the
appropriate product, continue to make selections in product categorization until you see the
appropriate product.
h. Click Save.
5. From the Tasks tab of the Work Order Template form, enter information in the following fields to specify
which tasks and task groups to include in this template:
a. To add a task or task group to your template, select a request type in the Type list (for example, Task
Template) and click Relate.
b. (Optional) Use the Type (for example, ALL) and Category (for example, Task Management System)
fields in the Select Template dialog box to filter the list of tasks that appear.
c. Select a task or task group, and click Relate.
The task or task group is added to the template.
d.
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d. Close the dialog box, and click Save.
Note
If your organization does not use tasks for work orders, the Tasks tab might not be visible in
the view.
Configuring assignments in work order templates

You can assign work orders when you create a work order template, or later in the work order itself, as explained
in Configuring work assignments.
To configure assignment settings in a work order template
1. In the Work Order Template form, click the Assignment tab.

2. For the Request Manager, specify the following information:
a. In the Support Company field, select the company that the work order is assigned to.
b. In the Support Organization field, select an organization.
c. In the Support Group Name field, select a group.
d. In the Request Manager field, select a manager.
3. For the Request Assignee, specify the following information:
a. In the Support Company field, select the company to implement the work order.
b. In the Support Organization field, select an organization.
c. In the Support Group Name field, select a group.
d. In the Request Assignee field, select an assignee.
4. Click Save.
5. Register the work order template for use with an AOT.
For more information, see Parameters for registering application templates with AOTs.
6. Create a PDT using this AOT.
Modifying or deleting work order templates

2. From the Application Settings list, select Service Request Management > Work Order > Work Order
Template, and click Open.
3. To switch the form to Search mode, click New Search from a browser.
4. Enter the search parameters to find the template to modify or delete, and click Search.
5. To modify a template, select it, make your changes, and click Save.
6. To delete a template, select it, and delete it using one of the following methods:
Change to Status field value to Delete, and save the change template.
If you have AR Admin permissions, click the Delete button below the results list in the browser.
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Adding information for advanced interface forms

You configure the fields in the Details and Details2 tabs of the work order template of the work order template
exclusively for use with advanced interface forms.
The Details tab and the Details 2 tab specify static-content fields you can include with this work order template.
This functionality is especially useful for work orders because you can include up to 22 character fields
(255-character limit each), 2 date and time fields, and 6 integer fields for users to add information to their work
order.
To configure details fields

1. From the Work Order Template form, click the Details tab or the Details 2 tab.
2. In the Field Labels column, enter field labels (questions posed to users) as they should appear on the work
order.
For example, as shown in the following figure, the label for the SR Type Field 1 field (Enter first name of
employee) on the Mapped tab of your advanced interface form should be entered to the first Field Labels
field on the work order template.
(Click the following image to expand it.)
For optional questions posed to users, enter any default field values to appear on the work order next to
the corresponding field labels when a user does not provide a response. For more information about using
advanced interface forms, see Creating and using advanced interface forms.
3. In the Field Values column, enter any default field values that you want to appear in the corresponding
fields.
The following table shows the field types for the details fields.
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Field number
Field type
1-5
Character
6-7
Date/time
8-9
Integer
10 - 23
Character
24 - 27
Integer
28 - 30
Character
4. Click Save.
These fields appear when users select the SRD in the Request Entry console.
Note
Unless more than 15 total fields, or all the available fields for any field type (22 character fields, 2
date/time fields, or 6 integer fields) are configured, the Details 2 tab will not appear to users in the

This topic describes how to define an application object template (AOT) and register an application template to
use with it.
Before you begin

Review the information in About application templates and application object templates.
To define an application object template and register an application template

2. From the Application Settings list, choose Service Request Management > Application Configuration >
Define Application Object Template, and click Open.
3. Enter the following information in the Application Object Template form:
Field
Description
Locale (
optional)
To display the application object template in a different locale, you must first create and save the template. For more
information about localizing AOTs, see Localizing AOTs.
You can deliver localized AOTs for use with PDTs, simultaneously, in multiple languages with different formatting. Here you are
creating the initial set of display properties in the AOT, based on the locale that you specify (for example, fr_FR). If English is the
only locale installed, this field is not available.
Company
Specify the company connected with this AOT.
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Field
Description
Type
Specify the type of AOT. You can select from the following types:
NO TEMPLATE AOT does not use an application template to create the fulfillment request. You can include target data.
Quick Launch Launches a URL in another window and completes the service request for tracking purposes. Using a
quick launch AOT with an SRD does not require approval. Quick launch AOTs do not use application templates.
TEMPLATE AOT uses an application template with pre-defined values. You can include target data. You cannot use this
option when you select the Global company.
Name
Enter a descriptive name of the AOT.
End User
Displayed
Enter a name of the AOT for users to appear at runtime in the Request Entry console when you view the Process Details of the
service request.
Name
Summary
Enter a descriptive summary of the AOT.
App
Registry
Select BMC Change Management, BMC Incident Management, or Work Order Management.
Name
Note: Not all the items that appear in the menu are eligible.
Template
Name
Registers an application template with this AOT when the form is in New mode. The name of the unregistered template is
entered in the field. After registering the template, you have locked the AOT to that template.
Note: You can select only application templates that have not yet been registered.
Status
Select the AOT's status.
URL
The URL field becomes activated when you select the Quick Launch type. Enter the URL needed to launch the window.
4. From the Template Name field, click Select to register an application template with this AOT.
The Register Application Template form appears.
When you create an application template (for example, a work order template), you can register it with an
AOT. The pre-set values in the application template in associated with the AOT. When you include the AOT
in an SRD, the pre-set values are used to create the fulfillment requests when the SRD creates a service
request.
Note
Application templates must be created by the registered fulfillment application before you can
register them with BMC Service Request Management. For more information about change and
incident templates, see About application templates and application object templates.
Registered templates that belong to the registered application show Yes in the table, along with a name
and brief description.
For more information, see Parameters for registering application templates with AOTs.
5. Select an unregistered template from the list, and click Register.
The Register Application Template dialog box closes, and the name of the application template appears in
the Template Name field.
The application template becomes registered with the AOT when you save your changes.
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Note
Application templates can be registered only once, and you can include only one application
template for each AOT.
If you receive an error message (ARERR 9280), make sure that the server name in the mid tier configuration
matches the server name used by the CAI application registry. BMC recommends using fully-qualified
names.
6. Click Add Target Data.
7. From the Available Target Data table, add target data fields to the AOT.
Add target data based on the design and purpose of the AOT and related PDTs. See About application
8. In the list of target data, define a default value for the target data in the Default Value field.
For example, you can configure that the Customer Name field with a prepopulated value ( $USER$ ) appears
on the SRD. You can also add hidden fields to the SRD, with prepopulated values.
Even if the target data is not exposed, you should provide default values, so that the correct target data is
provided. An attempt to create a work order from the SRD will fail if the required fields do not have the
correct values entered (for example, if the Summary field is left empty).
9. In the Exposed field, select Exposed to expose the field to the PDT.
10. Click Save.
When the Service Catalog Manager associates the AOTs to the PDT, this action rolls up the target
associated with the AOT to the PDT.
11. Save the AOT.
Parameters for registering application templates with AOTs

After defining application object templates (AOTs), you must register the application templates with your AOTs.
You can modify these values as needed for your own environment.
AOT
Tab or field
Value
Function
Incident
Management
AOT
Application Object
Template fields

the AOT (for example, AOT_IM).
Receives data input (Categorization Tier 1) from service request
App Registry Name
BMC Incident Management
Add Target Data

Categorization Tier 1 (Exposed)
Summary (Exposed)
Change
Management
AOT
Application Object
Template fields

the AOT (for example, AOT_CM).
App Registry Name
Receives data input (Categorization Tier 1) from incident
Add Target Data
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Categorization Tier 1 (Exposed)

Summary (Exposed)
Work Order
AOT 1
Work Order
AOT 2
Application Object
Template fields

the AOT (for example, AOT_WO1).

request and places it in the Description field
App Registry Name
Work Order Application
Note: Output variable is not required in this scenario.
Add Target Data
Summary (Exposed)
Header

the AOT (for example, AOT_WO2).

request and places it in the Detailed Description field
App Registry Name
Work Order Application
Note: Output variable is not required in this scenario.
Add Target Data
Detailed Description (Exposed)
11.3.4 Creating process definition templates

This section discusses how to create and use process definition templates.
Creating PDTs - Quick Start
How PDTs work when a user requests a service
Using variables in a process definition template
Finding and viewing PDTs
Creating a quick launch PDT
Dynamic data flow--mapping data between applications
A process definition template (PDT) is an intermediate object that defines a fulfillment process by relating
Application Object Templates (AOTs) to a Service Request Definition (SRD). The two types of PDTs are:
Standard PDT: defines the process used to fulfill a specific service request; for example, creating an
incident request and a series of change requests for a hard drive upgrade request.
Quick Launch PDT: launches the specified URL in another window
PDTs are not directly used by themselves; they are intended for use only with SRDs. Before you can create a SRD,
you must create a PDT that specifies the process to fulfill the service represented in the SRD. A PDT can contain
one or more AOTs that contain fulfillment application templates. A PDT can also contain one or more conditions
that specify when a process begins.
A PDT can be nested inside other PDTs up to six levels.
Note
To create and modify PDTs, you must have Request Catalog Manager permissions.
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Recommendations
Simplify the design of your PDTs to make them easily reusable. A single PDT can be related to
multiple SRDs.
Avoid creating too many layers of nested PDTs, to avoid performance problems on the server.
Use the Process View of the Service Catalog Manager Console to create and manage PDTs.
Defining a PDT
Defining a PDT includes the following steps:
1. Associate processes and AOTs with the PDT.
A PDT can contain nested PDTs, up to six levels.
Recommendation
To avoid performance problems on the server, it is recommended, that you avoid creating too
many layers of nested PDTs.
2. Specify the order in which the processes and AOTs are activated.
You can order them to run either in parallel (in any order) or in strict sequence (1, 2, 3, and so on). You also
add conditions to the PDT to skip sequences, for example, 1, 3, 5, and so on.
For example, activating a phone line for a new employee might require that the application create the
fulfillment requests for the following processes:
Verifying the employee's specific details
Searching for an available phone number to assign
Ordering the phone
Activating the line
Testing the line
Scheduling an appointment for a technician, if necessary
Notifying the employee that the service is active
When you have finished defining the PDT, you can verify the sequence of the processes and AOTs in the Process
View of the Service Catalog Manager Console.
Creating PDTs - Quick Start

To create PDTs, perform the following steps.
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Step
Reference
1. Verify that the navigational categories, application template (optional), and the AOT are
configured.

About application templates and application
object templates
2. Open the Service Catalog Manager Console.

3. Select one of the PDT types:

Standard PDT
Quick Launch PDT

Note: You cannot combine PDT and SRD types. For example, you must use a standard
PDT with a standard SRD.
4. (Optional) Localize the PDT.
Localizing PDTs
5. Add the PDT to the SRD.
Adding a PDT to an SRD
How PDTs work when a user requests a service

When a user submits a request, if the PDT is created as a series of fulfillment requests (for example, change
requests), fulfillment providers can perform some tasks in parallel. Some tasks might need to be performed in a
strict sequence, and some tasks might be conditional.
When PDTs and AOTs run in parallel, the application simultaneously creates one request (for example, a change
request to order a phone) and another request (for example, a change request to search for an available phone
line). The fulfillment providers can work on these requests at the same time. To create a request for ordering a
phone, you can design a PDT that creates one request to verify the employee's specific details and another to
search for an available phone line to assign. These two requests can be performed in any order.
When the PDTs and AOTs run in a strict sequence, the application activates the first request (for example, the
change request to order a phone is assigned a change request ID). The other change requests are not yet
activated, nor are they assigned change request IDs. Only after the first change request is completed does the
application activate the second change request. As a result, the assignee must completely finish the first change
request before the second assignee can start testing the phone line. In turn, both these requests must be
completed before the application activates the third request to notify the employee that the phone line is active.
Note
If you create a service request that activates a sequence of fulfillment requests--for example, a series of
change requests, incidents, or work orders-and then you cancel a fulfillment request that was activated,
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the next request in the sequence is activated. However, if you cancel the service request, the fulfillment
requests are cancelled.
When the PDTs and AOTs are conditional, flow criteria determines if the next action is executed or bypassed. For
example:
If the first change request is completed, create the second request.
If the first change request is not approved, create an incident.
For more information, see Designing the PDT flow in the Visual Process Editor.
If you have also have Service Request User permissions, you can open the request in the Service Requests form
and view the application instances that were created in the Processes and Questions tab.
Using variables in a process definition template

Fulfilling a service request can involve one or more fulfillment applications. For example, a request to onboard a
new employee can involve many groups such as Human Resources, IT, Security, and so on. Thus, one service
request can spawn multiple fulfillment processes. A complex process definition template (PDT) can contain
several application object templates (AOTs) and PDTs representing multiple fulfillment processes.
You use variables to pass data from a service request to a fulfillment application, and from one fulfillment
application to another. You define variables and the process flow in a PDT, and you map variables to questions
and responses in the SRD that contains that PDT. See Adding and mapping questions, variables, and service
request fields.
If the PDT contains an AOT, any target data selected in the AOT is mapped to the variables defined in the PDT.
You can map these variables to:
A question in the SRD
A service request field
A hard coded text string that you create in the SRD
A combination of all three options. See Concatenating multiple inputs.
When you define variables, you must specify one of the following types:
Process Input variables Pass responses to questions in the service request form to the fulfillment
process. Input variables can be mapped as values for Target Data fields in the process flow. For example,
you can map the question "What is your first name?" in the SRD to the target data field "Requested For First
Name." The requestor's response to this question will be the value of the Target Data field. You can also
pass on input variables from one fulfillment process as output variables to another fulfillment process in
the PDT.
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You can also use input variables to build conditions to drive the fulfillment process. For example, you can
add a condition specifying that if the location is San Jose, then the work order must be assigned to John
Doe, a member of the San Jose IT team.
Process Output variables Receive target data field values from an AOT representing one fulfillment
application into another AOT or nested PDT representing another fulfillment application. Output variables
are typically used when a PDT contains more than one AOT. They are set when an AOT process has
completed, and the data is used as input in the next AOT. For example, suppose the Notes field is passed
from target data to an AOT representing the Work Order application. When a fulfillment worker updates
the value of the Notes field, the updated value is passed on to another AOT representing the Change
Management application.
Internal variables Pass data internally between nested PDTs within a PDT. An AOT sets the variables and
passes them to a nested PDT. Thus, the value can be used as input to the next AOT or fulfillment
application. For example, you can pass on the employee ID. Internal variables are not exposed outside of
the PDT or AOT.
Create variables using the correct Type, such as Process Input, Process Output, or Internal, to distinguish how the
variable should be used within the PDT. Only Process Input types are exposed to the service request. Use internal
variables to pass data between AOTs and nested PDTs. A fulfillment application should use process output
variables to receive data from an AOT or nested PDT after it has completed.
To allow branching within a process, you can add conditions to the PDT. Only variables can be used when
creating the qualification for conditions.
Tips
When defining your input variables, provide a meaningful description of the input variable's
purpose. The catalog manager uses this information when defining and mapping questions to the
PDT input variable.
When defining a process with conditions, ensure that the variables that are used in the condition
qualification are set prior to the evaluation of the condition qualification.

This section describes how to find and view PDTs.
Searching for PDTs
Viewing PDTs in the Visual Process Editor
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Searching for PDTs

Searching for PDTs from the Process View of the Service Catalog Manager Console works similarly to searching
for SRDs on the Request Definition View of the Service Catalog Manager Console. (Select these views under
Console Focus on the left navigation panel.) The Search Criteria area on the top part of the console enables you
to specify search criteria. The search results table shows PDTs that match the criteria specified in the Search
Criteria area and the Company selected at the top of the console. In this way, the Search Criteria area enables you
to filter the PDTs that appear in the search results table. (Leaving all fields blank results in a search for all PDTs
that you have permissions to view.)
About using the Company field to search for PDTs
Reviewing information in the Process tab
Reviewing SRDs related to the PDT
About using the Company field to search for PDTs

The Company field filters the PDTs shown in the search results table, based on company. The content of this list
is tenancy-driven, subject to your access to various companies. If you have permissions to view only a single
company, only that company appears in the list. Selecting Global shows only the SRDs that are designated as
Global. Clearing the field shows all records to which the user has access. You can also use the Search Criteria
filter at the top of the console to filter which PDTs you see.
After you perform your search, the results appear in the search results table. If there are more records than the
system can show in the table, use the arrow keys at the top corner of the table.
Reviewing information in the Process tab

When you select a PDT from the search results table, the Process tab to the right of the search results table shows
all AOTs and nested PDTs associated with the selected PDT.
Process tab information
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Reviewing SRDs related to the PDT

The Request Definition tab to the right of the search results table enables you to view which SRDs the selected
PDT is related to.
Request Definition tab information
Viewing PDTs in the Visual Process Editor

In the Process View of the Service Catalog Manager Console, you can use the Visual Process Editor to view PDTs
and associated AOTs in an SRD.
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Note
You must have Request Catalog Manager permissions to perform the following procedure.
To view processes
1. Open the IT Home Page.
2. Click the Service Catalog Manager Console link.
3. Click Console Focus in the left navigation pane, and click Process.
4. Perform a search to view a list of available processes.
5. Select a process from the Search results.
6. Click View.
The information shown in this window is read-only if the SRD is deployed. If the SRD is offline or not
deployed, you can modify the process objects.

You use the process definition template form to create a standard PDT. This form includes the following
functionality:
General Details tab Defines Description, Work Info, and Used By areas
Process Details tab Includes workspace in which you drag-and-drop AOTs, nested processes (PDTs), and
conditions to build the PDT and define variables. The Visual Process Editor enables you to add processes
and conditions to the standard PDT that are needed to complete a service request.
This section provides the following topics:
Opening the process definition template form
Designing the PDT flow in the Visual Process Editor
Defining variables
Defining the properties of the process objects
Mapping the direction of the data flow
Defining general details in a standard PDT
Adding work information to the PDT
Checking use of a PDT by other PDTs and SRDs
Example of creating PDTs
Related topic
Localizing PDTs
Opening the process definition template form

To create a PDT, use the process definition template form.
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To open the process definition template form and get started

1. On the IT Home Page, click the Service Catalog Manager Console link.
2. In the left navigation pane, click Console Focus in the left navigation pane, and click Process.
3. In the Process View, click Create.
4. In the Process Details tab of the process definition template form, enter the name and description of the
PDT.
5. Add a company to the PDT.
The company can represent internal groups or business units as well as external vendors or customers. If
you select Global , any user (including guests) can access the PDT.
Note
PDTs can be used in a multi-tenancy environment.
6. From the Request Type list, select Standard.

A standard SRD is linked to a PDT. In the PDT context, a standard SRD means that the Service Catalog
Manager must select PDTs of the same request type, or AOTs that are TEMPLATE or NO TEMPLATE type.
See Creating a standard SRD with the Service Request Definition form. For more information about AOT
template types, see Creating application templates and application object templates.
Designing the PDT flow in the Visual Process Editor

The next step is to place the AOTs, nested PDTs, and conditions in the PDT. The Visual Process Editor enables you
to drag and drop process objects from the Palette to construct the design and flow of your PDT.
You can create conditional processing in PDTs by specifying the flow criteria that determines if the next AOT or
PDT in the branch is executed. The Service Request Management administrator can define conditions that would
determine which branches in the process flow are executed or bypassed.
If you add a condition to the PDT, you create a decision branch in the process flow:
If the condition passes, the PDT executes the Yes branch.
If the condition fails, the PDT executes the No branch.
Adding nested PDTs, AOTs, and conditions to the process (Click the following image to expand it.)
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Dragging PDTs or AOTs to different levels (Click the following image to expand it.)
To design the PDT flow in the Visual Process Editor

1. In the process definition template form, click the Process Details tab if it is not already in view.
2. To add processes to the Visual Process Editor workspace, drag and drop PDT, AOT, or condition objects
from the Palette.
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When designing your PDT, you can mix and match any combination of nested PDT, AOT, or condition
objects for a Standard SRD.
The objects are activated in the visual sequence displayed in the workspace. In the illustration above, the
InstallOffice AOT runs first.
If it is successful, the PDT executes the Yes branch and the New Employee PDT is activated.
If it is unsuccessful, the PDT executes the No branch and the Create an incident AOT is activated.
When you specify that processes are in the same level (for example, the two AOTs), they run in
parallel.
When you drag a new node (for example, an AOT) to a row of nodes, the node is added to the
beginning or end of the row.
3. To rearrange PDTs, AOTs, and conditions, select the object in the workspace and drag it to its new level or
position.
Note
You cannot drag a condition to a new position if an AOT, PDT, or other condition is connected to
at least one of its branches. Instead, you must delete the condition and create a new one.
For example, you can drag the AOT to a new level, next to the Install office PDT.
4. To delete an object, right-click it, and select Delete Shape.
Warning
If you delete a condition, any AOTs, PDTs, and nested conditions in the branches of the condition are
also deleted. You will not receive a confirmation, and you cannot undo the action.
Defining variables
The next step is to define the variables that can be used to control the data flow and process flow that you are
defining in this PDT.
You can pass data between processes and process steps (for example, from a work order to a change request) by
adding variables to the process flow. These variables are also mapped to SRDs for their target data. For more
information, see Using variables in a process definition template.
To define variables
2. Select an AOT or PDT in the Visual Process Editor workspace.
3. Click the Define Variables panel (at the bottom right).
4. In the Define Variables area, define the names, description, and default value of the variable.
5.
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5. Select the process input type (Process Input, Process Output, or Internal).
You use these to specify the direction of your variables. The Internal type is used to pass data between
PDTs in the process diagram. You cannot map questions to Internal variables.
Select Process Input if you want to map the variable to a question when creating an SRD.
6. For Process Input variables, if you require data be entered for this variable (by users answering a question,
through a mapping, or through a default value), select the Input Required check box.
7. Click Add.
You can modify or remove these variables as needed. You can also view their usage.
Defining the properties of the process objects

When you are finished with the design and flow of the PDT, you must define the properties of the AOT, PDT, and
condition objects.
To define the properties of the AOT or PDT objects

3. In the Name field of the Define Properties panel, select an AOT or PDT from the menu.
4. Verify the read-only information in the remaining fields, such as the fulfillment application and template to
make sure that you selected the correct AOT or PDT.
5. To allow users to view the status of the process from the Request Entry console, select Show in simplified
view.
6. Click Apply to show the object name in the process workspace.
To define the condition properties

1. Select the condition object in the Visual Process Editor workspace.
2. In the Name and Description fields, enter a name and description for the condition.
3. In the Condition field, enter a qualification that the condition will evaluate.
You can use variables that you created for the PDT. Click the ellipsis button (...) to open the Condition
Builder and create the condition.
4. Click Apply.
Mapping the direction of the data flow

After you define the variables and the properties, map the direction of the data flow. For example, you can specify
that the data from one variable is passed to another variable. The variables you defined under the Variable panel
are available for mapping to target data.
To map the direction of the data flow

3. Click the Map Data panel (at the right).
4.
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4. In the table on the Map Data panel, select one of the fields that you exposed in the AOT. (The fields come
from the fulfillment application.)
5. If you want to enter data into the field on the fulfillment application, select a variable from the Input field.
The data from the variable will be entered into the field on the fulfillment application.
6. If you want field data from the field on the fulfillment application pushed to another AOT or PDT, select a
variable from the Output field.
You can enter variables in the Input and Output fields. For example, an input variable might enter data into
a Cube Number field, but if the fulfillment provider changes the data in that field on the fulfillment
application, the data can be passed on to the next process steps (AOT) through the Output variable.
7. Click Apply.
8. Click Save.
Defining general details in a standard PDT

When creating a standard PDT in the process definition template form, you can define other information such as
the category and status of the PDT.
To define general details in a standard PDT

1. In the process definition template form, click the General Details tab.
2. (Optional) In the End User Displayed Name field, enter a name that you want to be displayed to the end
user if it is different from name in the Name field.
This name is displayed in the Process View of the Request Entry form.
3. Define the category.
You can select a category from the menu, for example, Generic. You can also enter a new PDT category
(for example, BMC Change Management, BMC Incident Management, or Work Order). After you save the
PDT, you can select these categories from the Category menu. If multi-tenancy is enabled, not all
categories are available to all managers.
4. Specify the status (for example, Active).
5. (Optional) Add a version number.
To use the Work Info and Used By areas on the General Details tab, see Adding work information to the
PDT
Adding work information to the PDT

You can add work information to the PDT about tasks performed on the PDT. For example, you might track a
PDT's progress by recording the steps you took to implement it. The work information for each task is shown in
the Work Info History area on the process definition template form.
To add work information to the PDT

1. In the process definition template form, click the General Details tab if it is not already in view.
2. In the Work Info area, click Create.
3. Enter the details of your work information record in the Summary and Notes fields.
4. To add attachments to the record, right-click in the attachment table, and click Add.
5.
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5. Click Save.
The Save operation adds your entry to the task's work history. The Show field enables you to filter specific
work entries based on the type of activity shown in the table.
6. To see a BMC Remedy AR System report of the activities you performed against this task, click Report.
The Report Preview dialog box displays the work information entries.
You can create BMC Remedy AR System reports by using the Report Selection and Report Creator forms.
Reports created using the Report Creator form automatically create an entry to the Report form when
submitted. For more information about AR System reports, see Reporting in BMC Remedy AR System.
7. To show all entries for work information history, click View.
8. Click Save.
Checking use of a PDT by other PDTs and SRDs

After you create the PDT, you can see how many SRDs and PDTs are using it.
To check the use of this PDT by other PDTs or SRDs

1. In the process definition template form, click the General Details tab if it is not already in view.
2. From the Show list in the Used By area, select Related process definition templates or Related Service
Request Definitions.
The Used By table shows the title and status of the PDTs and SRDs that use this PDT.

In the following example, you create two PDTs:
In the first PDT, you associate three AOTs to create a PDT that uses the output from the change request as
input to the work orders.
In the second PDT, you associate the change management PDT and the incident AOT that consumes the
output data (Categorization Tier 1) from the service request as its input.
You can modify these values as needed for your own environment.
Example of a change request PDT
Example of an incident request PDT
Related topic
Example of a change request PDT

Add the information to the change request PDT in the order listed in the following table:
Tab
Area or
field
Objects or values
Function or description
General
Details
Description
area
Enter required information to complete the PDT (for

example, Change_Mgt_PDT).
Receives data input (Categorization Tier 1 and Summary) from

incident PDT
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Tab
Area or
field
Objects or values
Note: Because the incident PDT consumes the change request

PDT, you create the incident PDT in the next section.
Process
Details
Visual
Process
AOT1
AOT2
AOT3
Editor
Process
Details
Define
Properties
panel
Process
Details
Define
Variables
panel
Process
Details
Map Data
panel
Create three AOTs AOT2 and AOT3 run in parallel below AOT1.
AOT2 and AOT3 receive input from AOT1.
Select AOT_CM, AOT_W01, and AOT_W02 from the Name menu.

AOT_CM
AOT_WO1
AOT_WO2
cmV1_opcat_input
cmV1_opcat_output
cmV1_summary_input
cmV1_summary_output
Operational Categorization Tier 1 field Map

cmV1_opcat_input as Input and
cmV1_opcat_output as Output
Create four variables that are used for input to AOT_CM and
output to AOT_WO1 and AOT_WO2.
Map input to output for AOT_CM. The cmV1_opcat_input and

cmV1_summary_input variables receive their input from the
incident PDT.
Summary field Map cmV1_summary_input as

Input and cmV1_summary_output as Output
Process
Details
Map Data
panel
Summary field Map cmV1_summary_input as Input
Map input for AOT_WO1. The cmV1_summary_input variable

receives its input from the AOT_CM PDT.
Note: You do not need to map an output variable for this work
order AOT.
Process
Details
Map Data
panel

cmV1_opcat_input as Input
Map input for AOT_WO2. This PDT has no output. The

cmV1_opcat_input variable receives its input from the AOT_CM
PDT.
Note: You do not need to map an output variable for this work
order AOT.
Change request PDT
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To test this PDT, create a test SRD to make sure the inputs and outputs function as expected. See Creating an SRD
that uses the Change PDT.
Example of an incident request PDT

Add the information to the incident request PDT in the order listed in the following table:
Tab
Area or
field
Objects or values
General
Details
Description
area
Enter required information to complete the PDT (for

example, Incident_Mgt_PDT.
Receives data input (Categorization Tier 1 and Summary) from

service request.
Process
Details
Visual
Process
Editor
AOT
PDT
Process
Details
Define
Properties
panel
AOT_IM
Change_Mgt_PDT
Process
Details
Define
Variables
panel
Create one AOT and create one PDT below it; they run
sequentially. PDT receives input from AOT.
Select AOT_IM and Change_Mgt_PDT from the Name menu.
imV1_opcat_input
imV1_opcat_output
imV1_summary_input
imV1_summary_output
Create four variables that are used for input and output with
AOT_IM.
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Tab
Area or
field
Process
Details
Map Data
Panel
Process
Details
Objects or values
Map Data
Panel

imV1_opcat_input as Input and
imV1_opcat_output as Output
Summary field Map imV1_summary_input as
Input and imV1_summary_output as Output
Map imV1_opcat_output as Input.

Map imV1_summary_output as Input.
Map input to output for AOT_IM. The imV1_opcat_input and

imV1_summary_input variables receive their input from the
service request.
Map input for Change_Mgt_PDT. You only need to map input

variables:
imV1_opcat_output > cmV1_opcat_input
imV1_summary_output > cmV1_summary_input
Note: You do not need to map output variables for this
change management PDT.
Incident request PDT
To test this PDT, create a test SRD to make sure the inputs and outputs function as expected. See Creating an SRD
that uses the Incident PDT.
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Related topic
About building SRDs that use dynamic data flow

The quick launch PDT launches a URL in another window. You might want to link to another site that also lets
users make requests, such as a link to your Human Resources intranet site or an outside financial services site
where employees can check their retirement accounts.
When a user clicks a link created from a quick launch PDT, a request is created and is immediately closed.
You can then use these links to obtain usage statistics for a site by running a report.
To create a quick launch PDT

1. Open the IT Home Page.
2. Click the Service Catalog Manager Console link.
3. Click Console Focus in the left navigation pane, and click Process.
4. Click Create.
5. In the Name and Description fields, enter the PDT's name and description.
6. Add a company to the PDT.
The company can represent internal groups or business units as well as external vendors or customers. If
you select Global , any user (including guests) can access the PDT.
Note
PDTs can be used in a multi-tenancy environment.
7. From the Request Type list, select Quick Launch.

Quick launch request types launch a URL in another window and complete the service request. These
service requests do not require approval. In the PDT context, the catalog manager must select quick launch
AOTs.
See Creating a quick launch SRD. For more information about AOT template types, see Creating
application templates and application object templates.
8. Click Standard Editor to associate an application object or process to the PDT.
Use the Add/Change Processes dialog box to add or remove quick launch AOTs.
9. Select a quick launch AOT from the list, and click Select.
10. Click the General Details tab in the process definition template form.
11. Define the category.
You can select a category from the menu, for example, Generic. You can also enter a new PDT category
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(for example, BMC Change Management, BMC Incident Management, or Work Order Management). After
you save the PDT, you can select these categories from the Category menu. If multi-tenancy is enabled,
not all categories are available to all managers.
12. Specify the status (for example, Active).
13. (optional) Add a version number.
14. Click Save.
Dynamic data flow--mapping data between applications

This section describes dynamic data flow between fulfillment applications.
The following topic is provided:
Building PDTs that use dynamic data flow
When you set output variables from a fulfillment application, the value that is used is the internal representation
of the data. For example, if you retrieve data from a selection field on the fulfillment application, the data that is
stored is the selection value (not the label). When you map this data to another fulfillment application, the field to
which the data is passed interprets the data and shows the data, based on the type of field you have mapped to.
The following example of a selection field clarifies how data is passed from one fulfillment application to another
fulfillment application. Imagine that your application includes a Priority field with these selection labels and
values: Critical/1, High/2, Medium/3, Low/4.
If you mapped the data from this selection field to a character field on another fulfillment application, you
see the selection values (1, 2, 3, 4). In this case, the data that appears is the internal representation of the
data (not the selection labels that appear).
If you mapped the data from this selection field to another selection field on the fulfillment application
(which contained the same labels and values), you see the correct labels (Critical, High, Medium, Low).
If you mapped the data from this selection field to a date field on the fulfillment application, the data
appears as a date (most likely, an invalid date).
Building PDTs that use dynamic data flow

The following scenario illustrates how to build PDTs that use dynamic data flow. This simple scenario creates the
following BMC Service Request Management objects:
2 work order templates
1 change management template
1 incident management template
4 AOTs
2 PDTs
The following figure illustrates how these BMC Service Request Management objects are used in the dynamic
data flow. The Categorization Tier 1 value of a service request (its "data") serves as the input and output value for
the fulfillment applications.
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Dynamic data flow from SRD to PDTs
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Dynamic data flow is useful when passing data between applications. For example, the first part of the new
employee process is an ID work order to your Human Resources application. Human Resources types the new ID
into a field in the work order and marks the order complete. Next, a new badge work order goes to Security. The
ID entered in the first work order is mapped to a field in the second work order so that Security knows which
employee ID the new badge is created for.
Related topics
Creating an SRD that uses the Incident PDT
Creating an SRD that uses the Change PDT
11.3.5 Creating service request definitions

A service request definition (SRD) is a service offering. SRDs are created by the Service Catalog Manager for the
service catalog and made available to users through the Request Entry console. An SRD provides the
characteristics required to facilitate the selection and execution of delivery for the service offering. This includes
attributes, such as categorization, effective start and end dates, pricing information, approval and service level
management criteria, as well as the definition of application objects that will support the delivery of a service.
Before you can create an SRD, you must create an application object template (AOT) for each step in a process
and a process definition template (PDT) for each process in a service request.
Note
You must have the Service Catalog Manager permission to create SRDs.
Tip
Consider using the Service Request Designer to create and modify SRDs.
The following topics define SRDs and describe how to create one:
Creating service request definitions - Quick Start
Service request definition life cycle
System SRDs shipped with the product
Creating a standard SRD with the Service Request Definition form
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Creating a quick launch SRD

Adding and mapping questions, variables, and service request fields
Autofilling responses in an SRD
Adding hyperlinks in an SRD
Configuring service request images
Adding a service CI to an SRD
Adding work information to SRDs
Adding an attachment to an SRD
Defining SRD customer information
Defining service targets for an SRD
Managing SRDs
Setting approvals for an SRD
Submitting SRDs for approval
Approving SRDs
Deploying SRDs
Extended SRD configuration
Creating service request definitions - Quick Start

To create a service request definition (SRD), complete the following steps:
Step
Reference
1. Verify that the navigational categories, application template (optional), and the AOT are configured.
Configuring navigational
categories
About application
templates and application
object templates
Defining application object
templates
3. Use one of the following methods to create the SRD:

Use the service request definition form (the "traditional" method).
Use the Service Request Designer.
Creating service request

definitions
Using the Service Request
Designer
Note: The Service Request Designer is a simple wizard that creates basic SRDs, with minimal or no training
required. Users can make new services available in minutes, but you can still use the "traditional" method
to create SRDs.
4. Select one of the service request definition (SRD) types:

Standard SRD
Quick Launch SR
Creating a standard SRD

with the Service Request
Definition form
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Step
Reference
Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a
Creating a quick launch
standard SRD.
SRD
5. Associate the SRD with one of the following types of PDT:

Standard PDT
Quick Launch PDT

Creating a quick launch
PDT
Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a
standard SRD.
6. Add questions, text, or service request fields to the SRD.

Note: This is not applicable for quick launch SRDs and product ordering SRDs.
Adding and mapping questions,

variables, and service request
fields
7. (Optional) Configure autofill response to trigger when users open the Provide Information form to submit a
request, or when they perform a specific action in the console.
8. (Optional) Set approvals for the service request.
Configuring approvals for service

requests
9. (Optional) Add entitlements to the SRD.
Configuring entitlement
10. (Optional) Add work information for the SRD.
11. (Optional) Define SRD approvals.
Configuring approvals for SRDs
Note: This is not applicable for quick launch SRDs.

12. (Optional) Define service targets for the SRD.
Defining service targets for an

SRD
Note: Service targets are available only if you have BMC Service Level Management installed.
13. (Optional) Add a business service to the SRD.
14. (Optional) Add a survey to the SRD.
Adding surveys to an SRD
15. (Optional) Localize the SRD.
Localizing SRDs
16. Deploy the SRD to make it available in the Request Entry console.
Deploying SRDs

A service request definition (SRD) has various states to indicate its position in the life cycle. By default, approval is
required for certain state transitions, for example, to move the SRD from Request for Approval to Deployed.
Notifications can be sent at certain points in the SRD life cycle to alert users that certain events have occurred.
Generally, an SRD starts in Draft state and becomes visible for selection by service requesters when it is in
Deployed state and within the specified effective dates. After the end effective date, the Service Catalog Manager
can re-enable the SRD by resetting the effective dates. When an SRD is in a Closed state, it cannot be deployed
and is no longer displayed in the Request Entry console.
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The following diagram shows the life cycle of an SRD entry.

SRD life cycle
System SRDs shipped with the product

The product ships with the system SRDs listed in the following table. Each of these SRDs comes with its
corresponding system PDT and AOT. These system SRDs support the automatic creation of service requests from
fulfillment applications. For more information, see Creating requests from fulfillment applications.
Note
Work assignments have not been configured for these SRDs
Out-of-the-box SRDs
SRD title
SRD type
Work Order The system SRD for work orders is automatically installed with the product.
PDT name
AOT
name
Work
Order
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SRD title
SRD type
PDT name
Work
Order
Process
Template Work
Request
Order
AOT
name
Change
Change Request The system SRD for change requests is included with BMC Change Management. The
Process
Change
Request
system SRD for change requests is installed only when BMC Change Management is present.
Template sample
Change
Sample
Service
Desk
Incident The system SRD for incidents is included with BMC Incident Management. The system SRD
for incidents is installed only when BMC Incident Management is present.
Process
Template sample
Incident
Sample
Incident
Incident
Warning
The PDT and AOT names have the term Sample in their titles, but they are not sample data. Do not
delete these SRDs, PDTs, and AOTs. If you try to delete them, you will receive a system warning.
The following fields on the system SRDs are locked and cannot be edited:
Field name
on Service
Characteristics
Request
Definition
form
Status
The system SRD status is always Draft, so that it never appears on the Request Entry console.
Description
Includes the following special message:

This SRD is used internally by the system for the (optional) creation of a linked request when a work
order is created directly in Work Order Management. Users are unable to create these requests
directly, but will be able to track the related work order in the "Submitted Requests" section of the
Instructions
Includes the following special message:

oob configuration should be such that end users will not see this request or the internal system
requests category when they browse or search the catalog.
Request
Type
(Definition
tab)
Cannot change the process
Process
Template
(Definition
tab)
Cannot change the process
Reopen
Request
The default setting of Reopen Fulfillment Process cannot be changed.
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Field name
on Service
Characteristics
Request
Definition
form
Business
Cannot add a business service. The name of this field is Business Service in Work Order Management and Service in BMC Change
Service
(Definition
Management and in BMC Incident Management.
tab)
Approval
Specifies whether the request created from this SRD needs approval and who must approve the request
Type (on the

Service
Request tab)
Note
Summary records created for the BMC Remedy ITSM Requester Console are automatically converted to
SRDs when the product is installed.
Creating a standard SRD with the Service Request Definition form

The standard SRD must include the following features:
Standard request type The service catalog is typically a comprehensive set of requestable standard
services.
You can also create a quick launch SRD, which adds URLs to the catalog. This type of SRD does not require
approval.
Defined integration to the fulfillment application For example, a work order or a change template.
Complete the information required on the Service Request Definition form to submit it for approval. Bold field
labels indicate that a value is required. However, the more information you provide, the greater the chances are
that the SRD will not be rejected as pending further information.
Tip
For a complete list of topics about creating SRDs, see Creating service request definitions.
To create a standard SRD

1. Open the IT Home Page, and select Service Request Management > Service Catalog Manager Console.
2. Click Console Focus in the left navigation pane, and click Request Definition.
3. Click Createin the Request Definition View in the Service Catalog Manager Console.
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Note
Some of the fields in the Service Request Definition form are prefilled for example, the Status is
set to Draft. The Service Request Definition ID is generated automatically when the SRD is saved.
In the Draft state, a yellow stoplight appears in the Service Request Definition form above the Status field.
The yellow stoplight alerts you that the SRD is Pending (that is, the SRD is not Deployed or not Online).
4. Complete the following fields at the top of the window:
Field name
Description
Version
(Optional) Define the version level of the SRD, as you manage the development, test, and production life cycle, for example,
00.80 for Beta, or 01.00 for first roll out to customers.
Company
Specify the company the SRD is tied to. The user must belong to this company to see the SRD. If the SRD is Global, all users
have access to it.
Note: If guest users must be able to access the SRD, select Global.
Locale
(Optional) Specify the locale to deliver the SRD in the language that is the most useful to your users. You can deliver localized
SRDs to different users, simultaneously, in multiple languages with different display properties. See Localizing SRDs.
Title
Enter a descriptive title for the SRD record.

Note: The use of HTML entities, such as > for >, and < for <, is not supported.
Level
(Optional) Select the service level for the SRD, for example, Gold, Silver, or Bronze. The Service Request Management
administrator configures these levels for you. See Defining service targets for an SRD.
Description
Enter a detailed description of the SRD. Only 255 characters can be shown in the Request Entry console. Any text greater than
255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can
enter any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on
the web. The content appears in the Description field when requesters access the SRD. See Adding hyperlinks in an SRD.
If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text ( > for >, and &lt
; for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is
included in a URL, and will not display the string enclosed within the tags. For example, "This is a <hardware> request" will
display as "This is a request".
Note: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use
the HTML tag <br> to specify a line break.
Warning: The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>, in the Description
field of SRDs is not supported.
Keywords
(Optional) Enter aliases (keywords) used to search for SRDs in the Request Entry console. Requesters can enter these
keywords when they search for services in the Request Entry console.
Status
The status is set to Draft.

Note: Leave the Status set to Draft until you are ready to submit the SRD record for approval.
Status
Reason
(Optional) Define why an SRD is in its state. Status reasons are specific to the SRD state. For example, the only choice you can
enter if the SRD is in the Pending state is More Information. Leave this field blank until you are ready to submit the SRD record
for approval.
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Field name
Description
Instructions
(Optional) If the SRD contains questions that requestors must answer, you can add instructions on how to respond to them.
Users can view the instructions when they open the Service Request form to request the service. Click Instruction to enter the
text in the Instructions dialog box. Add an image, as explained in Adding an image to the Instructions field. You can also enter
any value that browsers can read. For example, you can enter the URL to your company's website or to a form located on the
web. See Adding hyperlinks in an SRD.
If you do not define any instructions in the SRD, the Instructions field does not display in the Service Request form. You can
also add instructions for a specific question when you add questions to the SRD. See Adding and mapping questions,
variables, and service request fields.
Navigation
Categories
Define the SRD record by selecting its Category 1 type (for example, Hardware).
Category
1
Navigation
Categories
Category
2 and
Category 3
(Optional) Further define the SRD record by selecting category tiers 2 and 3.
5. Complete the fields on the Definition tab:

Section
Field name
Description
SRD Details
Request
Type
Select Standard. The Standard request type must be linked to a standard type PDT. A standard PDT contains
processes that result in the instantiation of fulfillment requests. See Creating a standard PDT.
Advanced
Interface
(Optional) Select an alternate set of questions to appear in the Request Entry console. See Creating and using
advanced interface forms.
Form
Process
(Optional) Specify the PDT to include with the SRD. You can also associate questions with the SRD.
Template
Note: A standard SRD requires a standard PDT, and quick launch SRD requires a quick launch PDT. See the
following topics:
Adding a standard process template to an SRD
Adding a quick launch process template to an SRD
SRD Details
(continued)
Reopen
Request
(Optional) Select Reopen Fulfillment Process or Create New Work Order.

Selecting Reopen Fulfillment Process:
Restarts the previous fulfillment process, if the process resulted in only one process step, such as
a single incident or change request, that has not been closed. If the request is closed, a work
order is created. If the status of the fulfillment request is "resolved", the request is reopened.
Creates a Work Order, if the process resulted in multiple process steps, such as a combination of a
change request and a work order in sequence.
Selecting Create New Work Order always creates a Work Order.
Expected
Cost
(Optional) Cost budgeted for this SRD. Cost can be linked to service targets.
Price
(Optional) Actual price of this SRD. To select a currency other than the default currency that appears in the
Price field, select a currency from the Price field's drop-down list. This is the currency that appears on the
Request Entry console and the service request. When a user submits a request from a Delivery SRD, the service
offering price is passed to the fulfillment application. If the request is added to the cart or saved as a draft, the
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Section
Field name
Description
administrator for the Atrium Service Catalog can change the price in the Atrium Service Catalog, and the price
is reflected on the SRD. After the request is submitted, the price can no longer be changed.
Note: For consistency, make sure that the currency for the price in the SRD and the corresponding service
offering (in the Atrium Service Catalog) are the same. If service requests in the cart on the Request Entry
console are shown with different currencies from each other, the total price is calculated based on the
currency ratios. For information about configuring currency ratios, see Currency exchange ratios.
Turnaround
Time
(Optional) Define turnaround time for this SRD in Hours, Days, Months, or Years. Turnaround time is used to
calculate the expected completion date of any Service Request that you create from the SRD. The Required
Date field is populated automatically.
However, if you set a value of 0 with any time unit, you will have to manually enter a value in the Required Date
field when you create a new Service Request from the SRD.
Note: To calculate the expected completion date accurately, business hours and holidays must be configured.
For information about configuring business hours and holidays, see Configuring business hours and holidays.
Account
Number
(Optional) Enter an account that this SRD will be billed against, for example, Accounting or IT.
SRD Details
(continued)
System
Request
(Optional) Select Yes to show this SRD as one of the System Requests in the Request Entry console. If you
select Yes, the SRD becomes a Popular Service on the Request Entry Console.
Request
Catalog
Manager
Company
Select the catalog manager's company from the list. You use this field with SRD approvals. See Configuring
approvals for SRDs and requests.
Name
Select the catalog manager's full name from the list. You use this field with SRD approvals. See Configuring
approvals for SRDs and requests.
Start Date
(Optional) Enter the date that this SRD goes online. After the SRD is approved and deployed, it becomes
available online after the date you enter here. See Deploying SRDs.
End Date
(Optional) Enter the date that this SRD is no longer available. The SRD record automatically changes to an
Expired Offering status after the end date is reached. You can always reset this end date when it reaches the
Expired state.
First Name
(Optional) Use auto-fill to enter the SRD customer's first name. Press Enter to view additional information
about the customer.
Last Name
(Optional) Use auto-fill to enter the SRD customer's last name. Press Enter to view additional information about
the customer.
Service
(Optional) Select an Atrium Service Catalog service to which you want to link the SRD. Click the Search Catalog
icon to open the Atrium Service Catalog and create a new service. Click the Search icon to open the CI
Relationship Search form, and search for a service. If you do not select a service, the default global service is
applied after you save the SRD.
Effective
Dates and
Times
Customer
Service
Catalog
Information
Note: When you create an SRD, a requestable offering is automatically created in Atrium Service Catalog. For
more information, see How service request definitions are related to Atrium Service Catalog.
Service
Catalog
Information
(continued)
Service
Offering
(Optional) Select an Atrium Service Catalog service offering to which you want to link the SRD. If you do not
select a service and service offering, the default global service and service offering are applied after you save
the SRD.
Select the type of offering for the service:
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Section
Field name
Description
Offering
Delivery The SRD (Requestable Offering) is used to activate the Service Offering (for example, initially
Type
setting up the equipment to use a phone service). Users pay an activation fee only once. You can have
only one Delivery SRD for each service offering.
Transactional An SRD (Requestable Offering) used to make a request which is associated with a
Service Offering (for example, phone service, internet, and so on), or an SRD used to make any other
request. You can have multiple Transactional SRDs for each service offering.
Note: (Version 8.1.01 and later) Each Transactional SRD can be related to multiple service offerings. If
you select a new service offering and save the SRD, the previous service offering relationship is not
deleted. Instead, the new service offering is added to existing relationships, although you cannot see the
multiple relationships from this form. You must administer your Transactional SRDs as request actions in
the Atrium Service Catalog.
Create
Business
Process
(Optional) Works with the Service field if you properly configured the SRM Request Definition Settings form.
See Defining service request definition settings. If the Create Business Process check box is selected (the
default) and you have related a service CI to the SRD, the SRD automatically creates the process that works
with the service CI.
6. In the Process Template field, enter a PDT.

See Adding a standard process template to an SRD.
7. Map questions and variables to the SRD.
See Adding and mapping questions, variables, and service request fields.
8. Click the Service Requests tab, and set the approvals for the service request that the user will submit from
this SRD.
See Configuring approvals for SRDs and requests.
9. (Optional) Configure entitlement for the SRD.
See Configuring entitlement.
10. (Optional) Click the Work Info tab, and enter work information for the SRD.
See Adding work information to SRDs.
11. (Optional) Click the Approvals tab, and set approvals for the SRD.
See Setting approvals for an SRD.
12. Click Save.
The SRD is created in Draft status. You cannot move the SRD to a different state (for example, Pending or
Deployed) until you define a start date and the SRD is approved.
Adding an image to the Instructions field

You can add an image to the Instructions field the same way that you add an image to a character field.
Note
You can add up to 3 images in the Instructions field. The images must be in the JPG or GIF format.
If an image is accessible through a URL, you can add it to a character field, if the field includes an RTF icon (
).
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Adding an image to a character field

1. Click the RTF icon (
2. Click the image button (
) next to the character field.

) to open the Image Options pop-up box.
3. Complete the following fields:

Field
Description
Image URL
URL to the image. If a browse button (...) appears, you can select an image file from your local computer. See Using the
browse button to add an image to a character field.
Note
Do not enter a local file path, such as C:\Documents and Settings\user1\My Documents\companylogo.jpg. If you
do enter a local path, the link will break on the computer.
Size
The length and width of the image in pixels.
Text Flow
The alignment of the image with the text.
Padding
Amount of space (in pixels) around the image.
Border
The type of border around the image. You can select the width, line type, and color.
Description
The text that appears when the mouse hovers over the image.
Link URL
The URL that is opened when you click the image in the character field.
Open in a
new window
If this check box is selected (the default), when a user clicks the image, a new browser or browser tab opens the URL. If the
check box is not selected, the URL's web page opens on the same browser.
4. Click OK.
Using the browse button to add an image to a character field

1. In the Image Options pop-up box, click the browse button (...) if it is available.
2. In the Add Attachment dialog box, click Browse and search for an image to add.
3. Click OK.
Deleting an image from a character field

1. Select the image in the RTF field, and delete it.
2. Move the cursor out of the RTF field.
3. Save the form.
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Creating a quick launch SRD

You can create a quick launch SRD that opens a URL in another window. The service request generated from a
quick launch SRD does not require an approval, unlike the other SRDs predefined in the service catalog.
During the definition phase, you associate a quick launch SRD with a quick launch PDT that launches a URL in
another window. You might want to link to another site that also lets users make requests, such as a link to your
Human Resources intranet site or an outside financial services site where employees can check their retirement
accounts. Make sure you complete the information required on the Service Request Definition form. Bold field
labels indicate that a value is required.
During the execution phase, this results in a quick launch service request when the SRD is instantiated.
Tip
For a complete list of steps to create an SRD, see Creating a standard SRD with the Service Request
Definition form.
To create a quick launch SRD

The Request Definition View appears in the Service Catalog Manager Console.
3. Click Create.
Note
Some of the fields are prefilled for example, the Status is set to Draft. The Service Request
Definition ID is generated automatically when the SRD is saved.
In the Draft state, a yellow stoplight appears in the Service Request Definition form above the Status field.
The yellow stoplight alerts you that the SRD is pending (that is, the SRD is not deployed or not online).
4. In the Service Request Definition form, enter the following information:
Field name
Description
Company
Specify the company the SRD is tied to. The user must belong to this company to see the SRD. If the SRD is Global, all users
have access to it.
Title
Enter a descriptive title for the SRD record.

Description
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Field name
Description
Enter a detailed description of the SRD. Only 255 characters can be shown in the Request Entry console. Any text greater than
255 character is indicated by ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter
any value that can be read by a browser. For example, you can enter the URL of your company or the URL for a form on the
web. The content appears in the Description field when requesters access the SRD. See Adding hyperlinks in an SRD.
If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text ( > for >, and <
for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is
Note: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use the
HTML tag <br> to specify a line break.
Status
The status is set to Draft.

Note: Leave Status set to Draft until you are ready to submit the SRD record for approval.
Navigation
Categories
Category 1
Define the SRD record by selecting its Category 1 type, for example, Hardware.
Request
Type
Select Quick Launch. The Quick Launch request type must be linked to a Quick Launch type PDT. A quick launch PDT
contains an AOT that points to a URL. It does not require approval to be created by a requester. See Creating a quick launch
PDT.
Request
Catalog
Manager
Company
Select the catalog manager's company from the list. The contents of this field with SRD approvals. See Configuring approvals
for SRDs and requests.
Request
Catalog
Manager
Name
Enter the catalog manager's full name. You use this field with SRD approvals. See Configuring approvals for SRDs and requests
.
For information about the other fields at the top of the form and on the Definition tab, see To create a
standard SRD.
5. In the Process Template field, enter a PDT.
See Adding a quick launch process template to an SRD.
6. Click the Service Requests tab, and set the approvals for the service request that the user will submit from
this SRD.
7. (Optional) Configure entitlement for the SRD.
See Configuring entitlement.
8. (Optional) Click the Work Info tab, and enter work information for the SRD.
See Adding work information to SRDs.
9. (Optional) Click the Approvals tab, and set approvals for the SRD.
See Setting approvals for an SRD.
10.
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10. Click Save.

The SRD is created in Draft status. You cannot move the SRD to a different state (for example, Pending or
Deployed) until you define a start date and the SRD is approved.

When you create an SRD, you must associate one of the following types of PDTs to it:
Standard
Quick launch
This section provides the following topics:

The PDT defines the business process for the service request definition. You must associate the PDT with the
service catalog record before it can be used to specify dependency relationships. When a service request is
submitted, the specified relationship (between the catalog offering and the related back-end templates)
determines which back-end application requests are created and in what order. No back-end application
requests are created if the service catalog does not have the process template defined.
Use the Process Template field to associate a registered PDT instance or the Work Order instance (for back-end
applications that are not using templates) to the SRD record.
You can use the Visual Process Editor to view process templates already attached to the SRD.
To add a standard process to an SRD
To view the process template attached to an SRD
To add a standard process to an SRD

1. Search for the SRD, select it, and click View.
2. Under the Process Template field, click Select.
3. From the list of available or registered process templates in the Service Request Definition form, select one
standard process to associate with this SRD entry.
You cannot select and add multiple processes to the SRD.
Note
PDTs must be active before you can select them.
4. Click Select, and then click Save.
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To view the process template attached to an SRD

1. Open an SRD as instructed in the preceding procedure.
2. Under the Process Template field, click View.
The Visual Process Editor appears in read-only mode if the SRD is deployed and online. If the SRD is offline
or not yet deployed, you can modify the process objects. Here you can view (and sometimes modify) the
PDTs and the AOTs that are instantiated with the SRD.
Visual Process Editor window
3. Click Close.

The PDT defines the quick launch process for an SRD. When a service request is submitted, the specified
relationship (between the catalog offering and the quick launch PDT) determines which URL is launched.
To add a quick launch process to an SRD

2. Under the Process Template field, click Select.
The Service Request Definition dialog box for selecting quick launch PDTs appears.
3. From the list of available or registered PDTs, select one process to associate to this SRD.
You cannot select and add multiple processes to the SRD.
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Note
PDTs must be active before you can select them.
4. Click Select.
The dialog box closes and the process appears in the Process Templates field.
5. Click Save.
6. To view the process, see Viewing a process template attached to the SRD.

This section discusses how to add and map questions, variables, and service request fields.
Restrictions in creating questions
Creating questions to use with SRDs
Adding questions to an SRD
Mapping variables to questions
Mapping service request fields
Concatenating multiple inputs
You can add and manage questions in an SRD. You can also add conditions to display additional questions based
on a user's response. See Adding branch conditions to questions.
In addition, you can map variables to data sources, such as questions, hardcoded text strings, and fields. See
About variables.
If the PDT associated with the SRD contains an AOT, any target data selected in the AOT is mapped to the
variables defined in the PDT. These variables are mapped in the Question Management dialog box.
Note
When the target data definition is changed at the AOT level, the rollup automatically occurs at the PDT
level but not at the SRD level. As a result, any subsequent changes on the target data association at the
AOT level requires you to reselect the PDT in the SRD and remap of the target data at the SRD level.
Users are prompted to respond to questions that are designated Required when they request a service in the
Request Entry console. You can add branch conditions to display additional sets of questions, based on their
response to a question. When users submit their service request, their responses are passed on to the fulfillment
application through the variables specified in the PDT.
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You can add an unlimited number of questions in an SRD. You can select questions from the Questions Library or
create them in the SRD. This list of questions is unique for each SRD.
Restrictions in creating questions

Be aware of the following restrictions when creating questions.
Creating required, hidden, or read-only questions The question requirements must match the data
targets you map, as described in Mapping variables to questions. For example, because the Description
field is required, the question should be required as well.
When the user's answer to a question is pushed to a required variable, specify this question as
required. For example, if you want a user to enter the urgency of a change request, make sure to
specify that an Urgency question is required.
If a user ignores the question and submits the request, the fulfillment application generates an error
(which you must troubleshoot later).
If you hide the question, the fulfillment process proceeds without requiring any response from the
user.
Hidden questions work in the following ways:
The question and response are visible in the Request Details of the service request, but are not visible to
users.
The question and response are not displayed in the Summary view in the Request Entry console.
You must enter a default response.
Do not hide Date/Time, Date, or Time fields.
Entering default values Creating a default value overrides any defaults your Service Request
Management administrator had previously configured.
Using special characters in questions If you want to use the greater than (>) sign, less than (<) sign, or
quotation mark (") in a question or response option, use encoded text ( &gt for >, &lt for <, and &quot for a
quotation mark); otherwise, browsers will interpret these characters as valid HTML markup.
Be careful about the variables that are exposed to users. An attempt to create a work order from the SRD will fail
if a user enters the wrong values, for example, if the Priority field in a work order has a value other than Critical,
High, Medium, or Low.
Warning
To prevent command automation interface (CAI) mapping errors on text questions, determine the right
value to enter in the Limit Input Length field to on the Question Management form. If you are passing
the values from a text question from BMC Service Request Management to a fulfillment application (for
example, BMC Incident Management), make sure you set the proper field length values. Otherwise,
errors might appear in the CAI events trying to create records in the fulfillment applications, because
data from one of the fields in the service request is too long (for example, trying to pass 128 characters
to a field that only accepts 100 characters).
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This section describes how to create questions for SRDs, and includes the following topics:
Defining text questions
Defining radio button questions
Defining check box questions
Defining range questions
About menu questions
Defining date and time questions
You can create questions for users to answer when submitting service requests. A user's answers to these
questions enable the business service manager and task implementers to get more information about the service
request.
The questions can appear in various formats:
Text
Radio buttons
Check boxes
Menus (static menu, query menu, or dynamic query menu)
Range
Date and time (date, time, or date/time)
You can also include branching options with your questions. For example, you can create "dynamic" questions
that show various options based on answers provided to other questions. In addition, you can add conditions to
SRD questions that enable you to dynamically define additional questions that appear in the context of the
answer.
You can store questions in the Questions Library.
Notes
When you choose a question from the library to use in an SRD, you are configuring a copy of the
definition of the question for the SRD. This means that:
When you add or update a question in the Questions Library, conditions added to the
question are not stored with the question in the Questions Library.
Any future changes to a question in the Questions Library are not automatically reflected in
SRDs containing that question.
You cannot define dynamic query menus (that is, menus with dependencies) from the Questions
Library. You can define dynamic query menu dependencies when defining a question for a
specific SRD only.
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You map the questions you create to AOTs and PDTs. When an application instance occurs, the responses are
pushed to the corresponding fields of the application instance form. A user's responses are pushed to the
application instance for a particular AOT.
Recommendation
The Question Text (or Display value) that you specify for text, radio button, and check box questions
must fit into the space allowed in the UI. Since strings of text are wrapped at spaces, BMC recommends
that you consider the length of each word, the word spacing, and the available UI space to make sure
that the text wraps properly. When defining questions, make sure that you also consider the length of
any localized question text or display values.
Important
The internal value for each option in a radio button, check-box, or menu question, whether parent or
supporting, must be unique within the set of possible answers. In most cases, the internal value should
be an integer so that it can be treated as an enumeration by the back-end fulfillment process, if
necessary. Where the response is seen, such as in the Request Details, the display value is shown. The
display value can be localized. The internal value must be locale independent and is not localized, even if
it is not an integer, so that the fulfillment process can consume it independently of the users locale.
Defining text questions

Text questions appear in the Request Entry Console as a single or multiple row text field.
To define text questions

Define Questions Library, and click Open.
3. In the Question Text field on the Questions Library form, enter a question for users.
You can enter up to 254 characters.
If you want to enter the greater than (>) or less than (<) sign in the Question Text field, use encoded text (
&gt for >, and &ltfor <); otherwise, browsers will interpret the greater than and less than signs as valid HTML
markup if the question text is included in a URL.
Notes
You must enter at least one character. If you use only one character, it cannot be a space.
If you are passing the values from a text question from BMC Service Request Management
to a fulfillment application (such as BMC Incident Management), make sure you set the
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proper field length values. Otherwise, you might see errors in the CAI events trying to
create records in the fulfillment applications. This can occur when data from one of the
fields in the service request is too long. For example, trying to pass 254 characters to a field
that only accepts 100 characters. For more information, see Troubleshooting.
4. In the Question Format field, select Text.

5. (Optional) In the Category field, select or enter the category that you want to apply to the question.
You can use this field to select or enter information to categorize questions in the Questions Library. Then,
when you select a question from the library in the Question Management form (which you open from an
SRD), you receive lists of questions by category instead of one long list of questions. For example, you
might categorize questions for each back-end application.
6. (Optional) In the Instructions field, enter instructions on responding to the question.
7. In the Number of Text Rows field, specify how many lines are used in your question.
If you enter 1, the Text field appears in the Request Entry form as a single-line input field. If you enter 2, the
Text field is two rows in height, and so on.
8. In the Limit Input Length To field, specify the amount of characters that a user can enter.
This field is important for fulfillment application mapping if the fields are limited in input length. By default,
for a single-line question, users can enter as many as 128 characters.
9. (Optional) In the Specify Regular Expressions field, enter a regular expression to validate the user's
response.
Regular expressions enable you to ensure that users enter information, such as email addresses, in the
correct format. If the user enters a response that does not match the pattern specified by the regular
expression, the system displays an error message. For examples of regular expressions, see Adding
questions to an SRD.
10. Click Save.
Defining radio button questions

Radio button questions appear in the Request Entry Console as single selectable buttons.
Note
You can create as many radio buttons as you need for each question.
To define radio button questions

3.
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&gt for >, and &lt for <); otherwise, browsers will interpret the greater than and less than signs as valid
HTML markup if the question text is included in a URL.
4. In the Question Format field, select Radio Buttons.
7. In the Displayed Value field, enter the value that appears to users (for example, Accounting).
8. In the Actual Value field, enter the value stored in the database.
9. Click Add.
10. Repeat step 7 through step 9 for each option you want to add.
11. Click Save.
Defining check box questions

Check box questions appear in the Request Entry Console as multiple selection check boxes. Users can select as
many check boxes as needed.
To define check box questions

4. In the Question Format field, select Check Boxes.
8. In the Stored Value field, enter the value stored in the database.
9. Click Add.
11. Click Save.
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Defining range questions

Range questions appear in the Request Entry console as a slider bar where users move the slider left or right to
indicate their answer.
Tip
When specifying a range of values for a range question, specify a range that covers a maximum of 20
discrete values. To allow users to enter a wider range of values, use a text question type.
To define range questions

3. In the Question Text field on the Questions Library form, enter a question for users (for example, Quality of
Food).
4. In the Question Format field, select Range.
7. In the Minimum Label field, enter the value that appears to users (for example, Low).
8. In the Minimum Value field, enter the smallest range value (for example, 1).
9. In the Maximum Label field, enter the value that appears to users (for example, High).
10. In the Maximum Value field, enter the largest displayed value (for example, 10).
11. Click Save.
About menu questions

You can create the following types of menus:
Static Shows a menu from which users can select values. See Defining static menu questions.
Query Shows a menu users based on data from a form in the application. Menu values shown on the
Request Entry console can depend on answers by a user to a previous question. For example, you can use
the Query Builder to select a value from Questions Library field ('Status' = <Restaurant Status> ).
A query menu inserts a menu on the Request Entry console that queries other forms in the system and lists
values that users can select from. Query menus depend on their underlying data. You must select the field
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from the form that the data will come from. See Defining query menu questions.
When you are creating a service request definition (SRD), you can even build a dynamic menu that has
multiple dependencies. This type of menu uses the answers to multiple questions to retrieve data ('Status' =
<Restaurant status> AND 'Modified Date' => <Date and Time> ). See Defining dynamic query menus.
Important
Users must have access to the form that is being queried. If you select the HPD:Help Desk form, but
users do not have permissions to access it, the query menu does not show any data.
Defining static menu questions

You can create static menu questions that provide a simple menu of options to users.
To define static menu questions
4. In the Question Format field, select Menu.
7. In the Menu Type field, select Static.
9. In the Stored Value field, enter the actual value stored in the database (for example, Calbro Accounting).
10. Click Add.
12. Click Save.
Defining query menu questions

You can create query menu questions that insert a menu on the Request Entry console that queries other forms in
the system and lists values that users can select.
To define query menu questions
To build a query in the Query Qualification Builder
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To test query menus

Tips for constructing query menus
To define query menu questions
2. From the Application Settings list, select Service Request Management > Application Configuration >
might categorize questions for each backend application.
7. In the Menu Type field, select Query.
8. In the Form Name field, select a form (for example, AP-Sample:Restaurant).
9. In the Display Label field, select the field associated with the form.
10. (Optional) Edit the Actual Value field.
While the Display Label determines what the user sees on the screen, the Actual Value determines the
value that is processed in the system. By default, they are the same. If you choose to set a different Actual
Value, you must also specify Internally Represented Response in the question mapping. For more
information, see Question format restrictions.
11. To define a qualification, click Query Builder to open the Query Qualification Builder.
If you do not create a qualification, the query menu shows all restaurant records from the
AP-Sample:Restaurant form.
For more information, see To build a query in the Query Qualification Builder.
Tip
To restrict the number of records returned from your query menu in the Request Entry console,
use the Query Builder to qualify your search. For example, 'Status' = "Active" returns a manageable
subset of possible records.
12. Click Save.

To build a query in the Query Qualification Builder
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To build a query the Query Qualification Builder, enter information in the Qualification field by using the
following fields:
Note
You cannot manually edit the text in the Qualification field.
Field
Action
Fields on
Selected
Select a field from the list. (Qualifications support only fields storing data as strings.)
Form
Question
Select a question, and the user's response is used in the qualification.

Note: The Question field is available only when you open the Query Qualification Builder from Question Management. It is not
available when you open the Query Qualification Builder from the Question Library.
Text
1. From the menu next to the Textfield, select the option that corresponds to the type of text that you want to enter:
Text enables you to enter text.
Integer enables you to enter numerals that are treated as integers.
2. Enter the text to include in the qualification.
3. Click Add.
Syntax
Click on the appropriate button to enter syntax.
buttons
Keywords
Select a keyword from the list.
As you select the options, they are entered in the Qualification field. Click the Undo button to undo your actions.
(You can undo only the last action.) Click Clear to delete the entire qualification and start over.
To test query menus
Use the following steps to test your query menu.
Note
This procedure assumes that you already know how to create application templates, AOTs, PDTs, and
SRDs.
1. Create a work order template.

2. Create an AOT that registers the work order template.
3. Create a PDT that consumes the AOT.
4. Create and deploy an SRD.
5. Request the service from the Request Entry console.
6. Choose the query menu in the Provide Information panel, and select an item.
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For example, if you add the Detailed Description field to the target data. When you select a restaurant and submit
the request, this value is entered in the Detailed Description field of the work order.
Tips for constructing query menus
Ensure that your users have the correct permissions to access information. The list of forms in the Form
Name field shows all forms that include data, regardless of multi-tenancy or permissions. As a result,
requesters must have access to the form selected from the Form Name field for the question to work. For
example, if you select CHG:InfrastructureChange from the Form Name field, but a user who is logged in to
the Request Entry console does not have Change User permissions, no data appears on that menu for that
user.
Select the form that contains the set of values you need to view. If your form has a list of unique values for
a field, you can construct a query menu question to return those values from the query. If you cannot find
a form that returns desired the values from a dynamic query, you must create it.
Select a character field from a primary form that has one value for each record (a one-to-one relationship).
Avoid using join forms because these typically have one-to-many relationships and appear in the Request
Entry console as duplicate entries.
When you query the AP-Sample:Restaurant form to retrieve a list of restaurants, for example, the query
returns all the records. Each record is for a different restaurant name, and so there is no duplication.
Defining dynamic query menus

If you are creating a query menu while creating a service request definition (SRD), you can create a dynamic query
menu, which is an extension of a query menu. You can create a question that depends on the answer to a
previous question. For example, after you select a restaurant, you select the cost of that restaurant.
Note
You cannot define dynamic query menus (that is, menus with dependencies) from the Questions Library.
You can define dynamic query menu dependencies when defining a question for a specific SRD only.
To avoid circular results, do not create a dynamic query menu that depends on the answer of another question,
which similarly requires an answer from the original question. For example, Question 1 should not depend on the
answer to Question 2 if Question 2 requires an answer from Question 1.
To define dynamic field menus

2. After you enter a PDT in the Process Template field, click Questions & Mappings located under the Process
Template field.
See Adding a PDT to an SRD.
3. On the Question Management form, click Add Question.
4. In the Question Text field, enter a question for users.
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8. From the Menu Type list, select Query.
9. From the Form Name field, select the form from which to show the answers (for example,
AP-Sample:Restaurant).
10. From the Display Label field, select the field associated with the form.
11. Leave the default value entered in the Actual Value field.
12. (Optional) Edit the Actual Value field.
13. To construct a qualification:
a. Click Query Builder.
b. Using the fields and buttons in the dialog box, enter a qualification in the Qualification field.
From the Question drop-down list, you can select a question that is already defined in the SRD. The
data you retrieve depends on the response to the question you select in the Question field.
For example, you might define a question (Restaurant Location) that uses a dynamic query menu.
The menu queries the Restaurant Locations form with this qualification: 'Restaurant' =
<Restaurant Example>
The menu for the Restaurant Location question will list all locations for the restaurant specified in
the preceding Restaurant Example question. Without a qualification, all locations are listed,
regardless of the restaurant selected.
c. Click Select.
Note
Do not add dynamic query menu questions to the Questions Library.
Defining date and time questions

Date and time questions appear in the Request Entry Console as a calendar field next to the response field for
user selection.
To define date and time questions

2. From the Application Settings list, select Service Request Management > Application Configuration >
3.
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5. (Optional) In the Instructions field, enter instructions on responding to the question
6. In the Question Format field, select Date/Time, Date, or Time.
7. Click Save.
Notes
Because date questions are not copied, consider making the question mandatory to ensure that
users enter a new date when submitting a request that has been copied using the Request Again
feature.
When you map date questions to variables, use the Internally Represented Response option. This
ensures that the date field displays the time stamp when the request was created on the server.
For more information, see Mapping variables to questions.
To use custom date formats in answers to questions in service requests, users must enter the custom date/time
format on the Locale tab on the AR System User Preferences form. (The administrator can also set the date
format.) Both date and time must be included and separated by a semicolon:
date;time
For example:
yyyy/MM/dd;HH:mm
To use custom date formats in Required Completion and Expected Completion fields on the Provide Information
form, users must select the Custom Date format for the Display Data/time Style (Web) field on the Web tab of the
AR System User Preference form. For more information about setting preferences on the Web tab, see Setting the
Web tab.
For more information about setting user preferences, see Setting user preferences.
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This topic describes how to add questions to an SRD. The questions you add are available when you map
variables.
To add questions to an SRD

2. After you enter a PDT in the Process Template field, click Questions & Mappings under the Process
Template field.
3. On the Questions tab, create questions to ask your users.
a. Select New Question.
b. In the Question Text field, enter the question you want to add. You can also add any value that a
browser can read, such as hyperlinks. See Adding hyperlinks in an SRD.
Alternatively, you can select a question from the Select From Library list, and go to step e.
c. If you want to enter the greater than (>) or less than (<) sign in the Question Text field, use encoded
as valid HTML markup if the question text is included in a URL.
d. Select a question format (for example, Text or Menu).
e. (Optional) In the Category field, select or enter the category with which the question will be
classified. Category 1 must be mapped to a question before you map questions to categories 2 and
3.
Note
You can use the Category field to select or enter information to categorize questions in the
Questions Library. Then, you receive lists of questions by category instead of a single list of
questions when you select a question from the library in the Question Management form
(which you can open from an SRD). You can categorize questions for each fulfillment
application or any other grouping that works for your organization.
f. In the Instructions field, enter instructions on responding to the question.

g. Specify whether the question is Required, Hidden, or Read Only.
You can create read-only questions in Text, Date, Time, and Date/Time formats.
h. Based on the question format, specify the question details.
For example, a text question requires that you define the default response, the number of text rows,
and the limit input length.
You can also specify a regular expression to validate user response. If a user enters a response that
does not match the the pattern specified by the regular expression, the system displays an error
message. See Examples of regular expressions.
Note
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You must add a forward slash (/) at the beginning and at the end of regular expression
strings.
i. To create your question, click Apply.

j. (Optional) Click Add Condition to dynamically define additional questions that appear in the context
of the answer. See Adding branch conditions to questions.
k. (Optional) To add the question to the Questions Library, click Update Library.
Note
When you add a question to the Questions Library, conditions added to the question are
not stored with the question in the Questions Library.
4. To specify the order in which the questions will appear in the SRD (when it appears in the Request Entry
console), select the question and click the Up button to move it up or click the Down button to move it
down.
5. To remove a question from the list of available questions, select it from the navigation tree and click Delete
.
6. To map variables to questions, click the Variable Mapping tab.
See Mapping variables to questions.
7. To map questions to fields on the Service Request form, click the SR Field Mapping tab.
See Mapping service request fields.
Examples of regular expressions

The following regular expression specifies a pattern for the phone number: (555) 555-1212:
/^([$]{1}[0-9]{3}[$]{1}[ ]{1}[0-9]{3}[\-]{1}[0-9]{4})$/
The following regular expression specifies the pattern for email addresses in the format < name
>@example.com
/[\w\d_-]+@[\w\d_-]+\.[\w\d._-]+/
Related topic
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Adding branch conditions to questions

For questions that use a radio button, check box, or static menu format, you can add branch conditions to display
additional sets of questions based on the user's response. This enables you to ask questions that are relevant to
the user's request.
You can have a mix of required and optional questions. You can add an unlimited number of levels of questions.
However, BMC recommends that you create less than 10 levels of conditional questions within a branch.
Note
You cannot create branch conditions for the following question formats: text, date/time, range, query
menus, or dynamic query menus.
For example, you have a Level 1 question with values of Network Printer and Local Printer. You want to pose
additional questions to users who have problems with a locally connected printer. For example:
Is this an issue with a network printer or a local printer? (question 1)
Network Printer (condition 1 for question 1)
Locally Attached Printer (condition 2 for question 1)
Where are you located? (question related to condition 2)
San Jose (condition 2.1)
Floor? (question)
1, 2 (options)
Connection Type? (question)
USB, Firewire (options)
Printer? (question)
Fujitsu, Canon (options)
San Francisco (condition 2.2)
Floor? (question)
1, 2, 3 (options)
Printer? (question)
Xerox, Fujitsu, Canon (options)
Note
If the question uses check boxes, you can have a condition for single or multiple check box options. For
multiple options, you must specify each combination as a separate condition.
To add branch conditions to questions
1.
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1. On the Questions tab of the Question Management form, select the question.
2. Click Add Condition.
3. In the navigation tree, select New Condition to create the branch condition.
4. Select the value from the condition table (for example, Network Printer).
5. Click Apply.
The condition is renamed in the navigation tree.
6. Continue these steps until you have created your conditions for other values (for example, Locally
Attached Printer).
7. After you create your branch conditions, select the condition from the navigation tree (for example,
Network Printer), and click Add Question.
This action creates a New Condition Question record under the condition record in the navigation tree.
8. To move a question up or down within a condition branch, select the question and click the Up arrow or
the Down arrow.
Mapping variables to questions

This topic describes how to map variables to the questions that you added to the SRD.
You can map multiple questions to the same variable. For example, the user's answer in the Description field on
the Request Entry console can be pushed to the Description field data target in the Change Management,
Incident Management, and Work Orders fulfillment templates.
To map variables to questions you defined for the SRD
Question format restrictions
To map variables to questions you defined for the SRD

1. On the Question Management form, click the Variable Mapping tab.
2. Select one of the variables.
3. In the Mapping Details area, complete one of the following steps:
Select the Question option, and choose one of the questions you previously defined.
Make sure that the available questions you select will map to the intended data targets. For example,
the question ("What kind of chair do you want?") corresponds to the Description data target. If not,
you must create a question.
Specify whether the question must be answered by the answer (select User Displayed Response) or
the data is internal (select Internally Represented Response). To understand the restrictions for these
options, see Question format restrictions.
Select the Text option, and enter the text that you want entered in the corresponding field in the
fulfillment application.
When entering a string in the Text field, do not use quotation marks; otherwise, no text will appear in
the Service Request form, and the data will not be pushed to fulfillment application. (This occurs
because of the way quotation marks are used in the workflow that parses the mapping.)
Select the SR Field option, and select a field from the SR Field list.
To concatenate multiple inputs, click Advanced Mappings.
You might select this option if you want to map multiple questions to the same variable. For
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example, the user's answer in the Description field on the Request Entry console can be pushed to
the Description field data target in the Change Management, Incident Management, and Work
Orders fulfillment templates. (See Concatenating multiple inputs.)
4. Click Apply.
5. Map other variables as needed.
6. Close the Question Management form.
7. Save the SRD.
Question format restrictions

The following table shows the question format restrictions that apply when you are mapping data. You can map
question data as follows:
User Displayed Response User enters answer to the question from the Provide Information panel on the
Request Entry console as input.
Internally Represented Response Data is passed internally as input (the stored values or BMC Remedy AR
System internal representation for Date, Time, or Date/Time fields).
Either Both User Displayed Response or Internally Represented Response options map data correctly to
the fulfillment application.
Question
format
Fulfillment
field type
How to map
data
Comments
Text
Character
Either
Either choice maps data correctly.
Radio
Button,
Check Box,
Static Menu
Character
User
Displayed
Response
Selection
Field
Internally
Represented
Response
When the internal value is used, the stored values defined for the question is passed to the fulfillment
application. The stored values must match those of the selection field on the fulfillment form.
Query Menu
Character
Either
User Displayed Response always maps the Display Label, even if an Actual Value is configured for the
question. To map the Actual Value, use Internally Represented Response. For more information, see
Defining query menu questions.
Date
Date
Internally
Represented
Response
Do not use the User Displayed Response option, which passes the user's date and time to the backend
application. If the user's computer and the server are in different time zones, the date field will display a
different timestamp from when the request was actually created.
Also make sure that the end user's computer time zone is set the same as the Time Zone preference in
AR System User Preferences. For more information, see Setting the Locale tab.
Character
User
Displayed
Response
Date/Time
Not
applicable
Not supported
Time
Not
applicable
Not supported
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Date/Time
Date/Time
Internally
Represented
application. If the user's computer and the server are in different time zones, the date/time field will
Response
display a different timestamp from when the request was actually created.
Character
User
Displayed
Response
Date
Time
Time
Internally
Represented
Response
application. If the user's computer and the server are in different time zones, the time field will display a
different timestamp from when the request was actually created.
Range
Character
User
Displayed
Response
Character
Either
Integer
Either
Mapping service request fields

This section describes how to map data to fields on the service request form. (Mapping data to the service request
form is optional.)
To map service request fields

1. On the Question Management form, click the SR Field Mapping tab, and select one of the fields.
2. In the Mapping Details area, select one of the following options:
Select the Question option, and choose one of the questions you previously defined.
Select the Text option, and enter the text that you want automatically entered in the corresponding
field in the fulfillment application.
When entering a string in the Text field, do not use quotation marks; otherwise, no text will appear in
the Service Request form, and the data will not be pushed to fulfillment application. (This occurs
because of the way quotation marks are used in the workflow that parses the mapping.)
To concatenate data into one SR field, click Advanced Mapping. (See Concatenating multiple inputs.)
3. Click Apply.
4.
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4. Map other fields as needed.

6. Save the SRD.
Concatenating multiple inputs

On the Variable Mapping tab and the SR Field Mapping tab, you can concatenate multiple inputs (for example,
questions, text, or values from service request fields) to the same variable or_a field on the Service Request
form_. You would do this primarily if you needed to piece together the user's response into one data target. For
example, you can concatenate three questions to one variable, or concatenate values from several SR fields into
one SR field.
Several advanced options are available for mapping the source of the value.
Question Value comes from a question response.
Text Maps text as the source of the data for the target data items. You must enter a default value.
SR Fields Maps service request fields on the Service Requests form as the source of the data. For
example, this functionality is useful if you wanted to push the quantity and total price of a service request
to a work order.
You also use this functionality with advanced interface forms (AIFs). For more information on AIFs, see
Creating and using advanced interface forms.
Line Break Adds a line break to the mapping.
To concatenate multiple inputs

1. On the Question Management form, click the Variable Mapping tab or SR Field Mapping tab.
2. Select one of the variables or fields.
3. In the Mapping Details area, click Advanced Mapping, or click Edit (if you selected a mapped variable).
4. In the Edit Advanced Mapping dialog box, combine questions, text, and service request fields for the
mapping.
a. Select a question, text, SR Field, or Line Break.
b. Click Add to Mapping.
c. Add another question, text, SR Field, or Line Break.
d. If you make a mistake, click Clear to start over.
5. Click Apply.
6. Click Save.
8. Save the SRD.

The answers to some questions in a service request definition (SRD) might be available in standard BMC
fulfillment application forms or in custom forms that you are using (for example, employee IDs and cost center
codes). You can configure an SRD to pass values from these form to the request form to autofill responses to
questions.
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Autofilling responses to questions lessens the burden on users to enter correct information when submitting a
request. For example, when users open a Provide Information form on the Request Entry console, an autofill
response can be triggered to automatically fill in their employee ID, location, and cost-center information from
the appropriate fields in the fulfillment application forms.
Note
You cannot autofill responses to conditional questions with Open Form actions. With Answer Question
actions, autofilling responses to the conditional questions works only when the trigger question and the
auto-filled question are displayed.
The autofill functionality dynamically prefills responses to questions based on either or both of these triggers:
User opens the Provide Information form to submit a request
User responds to a previous question in the SRD
Note
To configure a default response to a question based on static data, such as menu options, use the
Default option when creating the question.
The following topics provide more information about autofilling responses to questions:
Configuring autofill responses
Example of an action trigger
Related topic
Configuring autofill responses

To configure an autofill response for an SRD, you must perform the following actions:
1. Specify one or more actions that set off triggers to autofill responses. The following actions qualify as
triggers:
a. User opens a request on the Request Entry console and views the Provide Information screen.
b. User enters a response to a question on the Provide Information screen.
Note
You cannot create dependencies between actions because they run in parallel.
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2. Specify the information that you want gather from a fulfillment application form or custom form to
populate as response to a user action. To gather the information, you must:
a. Select a form
b. Specify one or more fields, data types, and field values.
3. Map field values to questions in the SRD to use the values as responses to the questions.
Note
The supported question formats for trigger qualification are Text, Radio Button, and Menu.
To autofill responses to questions

1. In the SRD, click Questions & Mappings to open the Question Management window.
2. On the Questions tab, create the questions.
Note
You can use only Text, Date, Time, and Date/Time question formats to configure actions.
3. In the Action Information pane of the Actions tab, perform the following steps:
Under Action Details:
a. In the Title field, enter a title for the action.
b. From the Trigger drop-down list, select one of these actions to trigger an autofill response
from the application: Open Form or Answer Question.
c. In the Trigger Qualification Builder, create a query that defines the condition to trigger the
action.
Trigger qualification is required for the Answer Question trigger. It is optional for the Open
Form trigger.
d. The Type field displays Autofill as the Action type.
Under Autofill Details:
a. From the Form Name drop-down list, select the appropriate form.
b. In the Autofill Qualification Builder, select a field from the form and select the operator from
the adjacent field
c. Select the data type, such as Question, Text, Integer, or Keywords.
Use Question to autofill the response to a question based on the user's response to
another question. Select the question from the adjacent drop-down field. For example,
if the question is Name , the product can look up the response entered by the user and
pass on the user's Employee ID in response to the next question: Employee ID.
Use Text to specify text data type, and enter the value in the adjacent field.
Use Integer to specify a numerical data type and enter the value in the adjacent field.
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Use Keywords to specify a keyword and enter the value in the adjacent field. You can
specify only one keyword.
Note
CUSTOMER is a keyword for the Requested For user's login ID
d. Click Add.
4. In the Mappings panel, map fields to questions.
Select the field from the Field drop-down list and select the question from the Response drop-down list.
5. Click Add.
6. Click Apply.
Note
You cannot map Date, Time, and Date/Time field values to Text questions.
Example of an action trigger

In the following example of an Open Form trigger, the manager's name is autofilled based on the login ID of the
user who opens the request:
Example
Autofill Details:
Form Name - CTM:People
Selected field - Remedy Login ID
Operator = $\USER$
Mapping:
ManagersName = What is your manager's name?
Adding hyperlinks in an SRD

You can add hyperlinks, such as a URL or the location of a form on the web, in an SRD. Requesters can access
these links from the request form on the Request Entry console.
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You can enter hyperlinks in the following fields for an SRD:

Instructions
Description
Question Text
In the Instructions field, you can add hyperlinks in rich text format (RTF). Hence you do not need to enter HTML
code.
To add hyperlinks in the Description and Question Text fields, you need to enter HTML code. For example, you
can add the following HTML snippet:
<a href="http://www.bmc.com" target="_blank">BMC</a>
When embedding HTML, you must use the target="_blank" code; otherwise, the link tries to open inside the
field but fails. Using _blank targets opens to a new window, outside the Request Entry console.
Or, you could add the following Oracle JavaScript snippet:
<a href="#" onClick="window.open('http://www.bmc.com', 'win'); return false">BMC</a>
To add a hyperlink in an SRD

1. To add a hyperlink in the Instructions field:
a. Click the RTF icon
to open the Instructions dialog box.
b. Enter the text or URL in the dialog box and select it.
c. Click the HTML Link button in the toolbar to view the Link Options dialog box.
d. If you entered text in the Instructions dialog box, enter the URL that you want to link to the text.
If you want to remove the link, click Remove link from text .
e. (Optional) Enter a brief description of the link.
f. Close the box.
2. To add a hyperlink in the Description field or the Question Text field, enter the HTML snippet in the field, as
described earlier in this section.
Note
When you add or modify an HTML link or an image link in the Instructions field, make sure that
Open in New Window is selected. This will open the link in a new window.
Related topic
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You can change the service request images that appear in the Request Entry console. To do so, you can select
one of the default images installed with BMC Service Request Management, or you can add your own images to
better suit your organization.
You can relate multiple SRDs to one image. You can also relate different images to different locales for each SRD.
For example, you can use one image appropriate for the en_US locale, and a different image appropriate for the
fr_FR locale.
Note
You can add any standard graphic format used with HTML code, (for example, GIF, PNG, or JPG
graphics). You can even use animated GIF images. Generally, the smaller the image, the better the
performance.
To add new images

To relate images to multiple SRDs or locales
To change the image for the default locale of an SRD
Related topics
To add new images

2. From the Application Settings list, choose Service Request Management > Request Entry Management >
Service Request Image Configuration, and click Open.
3. To create an image, perform the following steps from the Service Request Images form:
a. Specify a company.
b. Right-click inside the attachment field, and select Add.
c. Add the image.
d. Enter the image name and the image file name.
e. Click Save.
You can now use this image in the Request Entry console as needed (for example, when you create a
navigational category).
4. To replace an image, perform the following steps:
a. Open the Service Request Images form in Search mode.
b. Search for a record.
c. From the results lists, select an image name.
d. Right-click the image inside the attachment field, and select Delete.
e. Right-click inside the attachment field, and select Add.
f. Add the image.
g. Click Save.
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To relate images to multiple SRDs or locales

2. From the Application Settings list, select Service Request Management > Request Entry Management >
Service Request Definition Image Management, and click Open.
The Service Request Management Image Management form appears. Select an SRD by using the various
search criteria (for example, narrowing down your choices by company, locale, or status).
3. Specify a company or Global for all companies.
The SRDs created for the specified company appear.
4. (Optional) Specify the locale (for example, es_ES).
The SRDs created with the specified locale appear.
5. (Optional) Specify the SRD status (for example, Deployed).
6. In the table on the left of the form, select the title for one or more SRDs for which to add or change the
image.
The SRD's default image (if it has one) appears below the Service Request Definition title list.
7. Select an image from the image name list.
The image appears below the Images list.
8. To associate the SRD(s) with the image, click Relate.
9. To delete the association, click Remove.
To change the image for the default locale of an SRD

1. Open an SRD.
a. Open the IT Home Page, and select Service Request Management > Service Catalog Manager
Console.
b. Click Console Focus in the left navigation pane, and click Request Definition.
c. Perform an SRD search.
For types of searches you can use, see Managing SRDs.
d. From the list of matching SRD records in the search results table, open the record to modify.
2. Take the SRD offline.
3. Click the Functions link in the left navigation pane, and click Change Image.
4. In the Browse for Service Details dialog box, specify a different SRD image to be visible to users.
5. Click OK, and save the SRD.
You must save the SRD to save the image settings.
Related topics

This section discusses adding a service configuration item (CI) to an SRD.
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The following instructions are provided:

To select CIs for an SRD
To pass the service as a user's response to backend application entries
A CI in the Atrium Service Catalog is an instance of an entity that is part of your environment and has configurable
attributes specific to that instance. These entities can be physical (such as a computer system), logical (such as an
installed instance of a software program), or conceptual (such as a service).
When you create an SRD, you can integrate it with a service CI that is part of your environment and has
configurable attributes, such as criticality to the business and the cost of interruption of service. For example, if
you are creating an SRD for new employees, you would need business services that create passwords, purchase
new hardware and software, provide network access, and so on.
Note
The service that a requester selects in response to a question takes precedence over a service specified
in the Work Order template or in the SRD. (The service specified in the SRD takes precedence over a
service specified in a Work Order template.)
To select CIs for an SRD

2. Click the Search button next to the Service field.
3. Complete the search criteria tabs on the CI Relationship Search form, and click the Search icon.
Search results appear in the table.
4. Select a CI from the search results table, and click Select.
The CI Relationships Search form closes, and the name of the CI appears in the Service field.
5. If you want the SRD to automatically create the business process that works with To the business service
CI, select the Create Business Process check box (selected by default).
Otherwise, clear the Create Business Process check box.
This action works only if the Service Request Definition Settings form is correctly configured. See Defining
service request definition settings.
To pass the service as a user's response to backend application entries

1. Include the following target data in the application object template:
Business Service (for Work Order) or Service CI (for Incident and Change)
CI_ReconID
2. Define variables to the target data on the PDT.
3. Create a question on the SRD.
4. Create a query menu based on the BMC.CORE:BMC_BusinessService form:
a. Select Name for Display Label and Reconciliation Identify for Actual Value.
b.
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b. Map the question to the variable for Business Service or Service CI as User Displayed Response.
c. Map the same question to the variable for CI_ReconID as Internally Represented Response.

You can add work information to an SRD. The work information appears in the Work Info tab on the Service
Request Definition form. Use this feature to add work information about tasks performed on the SRD. For
example, you can track an SRD's progress by recording the steps you took to implement it in the work history.
To add work information to an SRD

3. (Optional) Modify the work information type.
Information sources can include, for example, email, system assignment, or the Web.
5. Enter the details of your work information record in the Date, Summary, and Work Info Notes fields.
6. To add attachments to the entry, click Add.
See Adding attachments to a Work Info entry that is attached to an SRD.
Internal enables only users in your organization to see the entry.
External enables everyone with access to the system to see the entry.
9. When you have finished updating, save your changes.
The Save operation adds your entry to the SRD's work history. The Show field enables you to filter specific
work entries based on the type of activity that appear in the table.
10. To see a report of the activities you performed against this SRD, click Report.
11. To see all entries for work information history, click View.
12. Save the SRD.
Adding attachments to a Work Info entry that is attached to an SRD

This section describes how to use a browser client to add an attachment to a Work Info entry that is attached to
an SRD.
To add attachments to a Work Info entry that is attached to an SRD

Use this tab to enter, view, or delete any attachments for this SRD.
3. To add an attachment:
a. Click Add.
b. Browse to the document to attach, and click OK to add the attachment to the SRD entry.
You can add a maximum of three attachments.
4. To view an attachment:
a.
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4.
a. Select the attachment from the Attachment table, and click Display.
b. Select the attachment and open it. You can also save it to your computer before opening it.
c. View the attachment and close it when you are finished.
5. To delete an attachment, select it from the Attachment table, and click Delete.
6. Save the SRD.
Adding an attachment to an SRD

To include more information in your SRD, you can add an attachment to it.
To add an attachment to an SRD

2. Click the Service Request tab.
3. Under Attachment, click Add, and browse for the file to attachment.
Defining SRD customer information

You can modify specific customer information for your SRD. The SRD "customer" is the person requesting that
the SRD be added to the service catalog. Customers are by default required to approve the SRD before it can be
deployed. See Approving SRDs.
To define customer information

2. Click the Details link under the Customer First Name and Last Name fields.
3. On the Request Customer Information form, add or modify customer information.
For example, in a multi-tenancy environment, you can change the company or organization as needed.
You can click Clear to remove all customer information.
Defining service targets for an SRD

BMC Service Level Management can set goals and monitor service requests to ensure that the correct level of
service is being provided. You can set optional milestones and related actions to ensure that the goals are met.
Note
This option is available only if BMC Service Level Management is installed. The Service Catalog Manager
must have SLM Manager or SLM Config permissions to access the Service Target Wizard.
This section describes how to define service targets for SRDs. The following topics are provided:
Creating service targets for an SRD
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Associating service targets with an SRD

Creating service targets for an SRD

Create service targets for service request definitions (SRDs) by using the following procedure.
To create a service target for an SRD

To create a new SRD, see Creating a standard SRD with the Service Request Definition form or Creating a
quick launch SRD.
2. Click the SLM tab.
3. Select a goal from the Goal list.
The Goal list contains a selection of predefined templates for service targets that define specific goals.
The options are:
Service Request Total Time This goal sets a time to complete the request after it is submitted.
Service Request Process Time This goal sets a time to complete the request after it is approved.
Service Request Approval Time This goal sets a time to approve the request after it is submitted.
4. Click Create.
The Service Target Wizard appears.
Some fields in the Step 1 tab are automatically filled; for others, you can enter or change the criteria.
Field name
Description
Title
The title assigned to the service target. The title consists of the SRD number -Service Request title- SLM ID number.
Description
Enter an optional description of what the service target does.
Goal Type
The goal type you selected in step 3
Goal and Cost

Hours
Minutes
The number of hours and minutes before the service target is considered "missed"
Business Schedules
Business
Entity
Select a business entity that specifies the times when you do not want the service target to be measured, for example, during
a holiday when the company is shut down.
5. Click Next to move to Step 2.

In Step 2, you can create milestones and actions that will ensure that your service target meets its goal. For
example, if 75 percent of the time has elapsed and the request is incomplete, you can send a reminder to
the manager.
6. To select a milestone, click Add under the Milestones table.
7. In the Create New Milestone dialog box, select a milestone (for example, Service Request - 100% of goal)
and click OK.
The milestone is listed in the Milestones table.
8. To select the action that occurs at the selected milestone, click Add (below the Actions table).
9.
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9. Create New Action dialog box, select an action (for example, Service Request warn request manager) and
click OK.
The action is listed in the Actions table.
10. Select more milestones and actions if applicable.
11. Click Finish.
A dialog box asks if you want to build the rules for the service target. This creates the workflow so that the
service target can be deployed.
12. Click an option to build the rules. You have the following choices:
Yes The product builds the rules immediately.
No The product does not build the rules at this time. You can build the rules later by opening the
Service Level Management console at the Service Targets tab. The service target that was not built is
listed with a build status of "Needs to be Built." Select your service target and click Build.
After the rules are built, your service target is created and associated with your SRD.
13. Click Refresh to view service targets in the Current Service Targets table that are associated with the
service request.
14. Save your service request and associated service targets.
Associating service targets with an SRD

Click the Advanced link on the Service Levels tab if you are familiar with the BMC Service Level Management
product and want to create custom or complex service targets. This link opens the Service Level Management
Console and is enabled only if you have the following permissions:
SLM Config
SLM Manager
SLM Unrestricted Manager
Associating a service target with an SRD

To create a new SRD, see Creating a standard SRD with the Service Request Definition form or Creating a
quick launch SRD.
2. Click the SLM tab.
3. Click Relate.
4. In the Searching for Service Targets form enter the search criteria to retrieve the service target, and click
Search.
The service targets are listed in the Search Results column.
5. Select the service target and click Relate Selected Record.
The service target is listed in the Current Service Targets table on the Service Levels tab.
You can relate multiple service targets to a single SRD.
6. Save your SRD.
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Related topics
Working with templates
Creating a business entity
Working with agreements

If BMC Service Level Management is installed, you can use the goals for service targets that are shipped with BMC
Service Request Total Time sets a time to complete the request after it is submitted.
Service Request Process Time sets a time to complete the request after it is approved.
Service Request Approval Time sets a time to approve the request after it is submitted.
You can override any of these settings by using the Configure Service Target Defaults form.
To configure service targets defaults

2. From the Applications Settings list, choose Service Request Management > Service Level Management >
Service Target Defaults, and click Open.
3. On the Configure Service Target Defaults form, customize the service targets by selecting a service target
and entering information in the following optional fields:
Field
Description
Applies To
The product that the service target applies to; in this case it is Service Request.
Goal Type
Select from the BMC Service Request Management goal types that are shipped with the product:
Service Request Approval Time
Service Request Process Time
Service Request Total Time
Status
Select the status of the service target:

Enabled The service target is saved.
Disabled The service target cannot be attached to any new requests; however, the measurements continue
for any exiting requests.
Invalid The service target is no longer in operation.
Hours
Minutes
The time in which the service request must have a response. After this time the service target is considered missed.
Impact Cost
The estimated costs per minute to the business if the service target is missed
Business Entity
The periods when the service target measurements are suspended (for example, during a holiday when the company
is closed)
Measurement
Template
Predefined templates that specify when the measurements start and finish
4.
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4. Click Save.
Related topics
Working with templates
Creating a business entity
Managing SRDs
Service Catalog Managers use the Service Request Definition form to manage an SRD and track its progress from
Draft to Deployed. You can use this form to associate the SRD with PDTs, business service CIs, approvals, and
service targets.
Before you begin searching, creating, or modifying information in the Service Request Definition form, you must
understand the information relationships involved in the different areas of this form, for example, the information
that is required to create the SRD.
The following topics provide information about managing SRDs:
Searching for SRDs
Viewing the SRD audit log
Viewing metrics about an SRD
Searching for SRDs

This section discusses the various methods of searching for SRDs.
About using the Company and Console View to search for SRDs
Using search criteria to search for SRD records
You can perform different types of searches in the Service Catalog Manager Console.
Use the Console View options in the left navigation pane to view only SRDs that are associated with you
through your login ID or group ID (for example, SRDs created by you, assigned to you or to your support
group, and so on) and that meet your specific search criteria.
Execute this type of search from the Search area near the top of the console.
You can view SRDs according to specific search criteria, regardless of their associations to people or
groups. The top part of the console enables you to specify search criteria, while the search results table
shows SRDs in different states, based on your query. The Search Criteria area enables you to filter the SRDs
you see in the search results table. Leaving all fields blank results in a search for all SRDs that the user has
permissions to view.
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About using the Company and Console View to search for SRDs
You can further change the table's contents by using the Company and Console View options in the left
navigation pane of the console to see only, for example, all SRDs that need approval. The Company and Console
View options let you sort SRDs by the following criteria:
Option
Action
Company
Filters the SRDs shown in the search results table based on company. The content of this list is tenancy-driven, subject to your
access to various companies. If you have permissions to view only a single company, only that company appears in the list. Selecting
Global shows only the SRDs that are designated as Global. Clearing the field shows all records to which the user has access.
Myself
Narrows search to only SRDs that you manage
Customer
Organization
Used especially in multi-tenancy environment. Enables you to select a different BMC Service Request Management organization and
view the SRDs the organization manages.
Other
Person
Enables you to select a different BMC Service Request Management user and view the SRDs that user manages
All
Searches for all SRDs regardless of the Service Catalog Manager
Needs My
Approval
Shows SRDs that are not deployed because you have not yet approved them
Coming Up
Enables you to view SRDs that will become visible to users in a certain number of days (the default is 5). You can configure the
number of days in your product settings.
Coming
Down
Enables you to view SRDs that will no longer be available to users in a certain number of days (the default is 5). You can configure the
number of days in your product settings.
Using search criteria to search for SRD records

After selecting criteria by which to filter the list of SRDs, you can choose to view more details than are provided in
the Details section. You can directly open the SRD record.
To search for SRD records

3. In the Search Criteria area, specify search criteria.
For example, from the Status list in the Search Criteria area, select a status by which to view SRDs. The
options are as follows:
Draft These SRDs are in Draft status and have not been submitted for approval.
Pending These SRDs were submitted for approval and are pending approval. An SRD goes to
Approved status when all the approvers have approved it.
Request for Approval These SRDs must be approved before they can be used in the catalog.
Deployed These SRDs are available to users from the Service Catalog.
Expired These SRDs have expired and are no longer available from the Catalog. When the end
date specified for an SRD has passed, the SRD record automatically sets to the Expired status.
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Closed These SRDs are not available from the Catalog. You must manually set the SRD status to
Closed.
Rejected These SRDs are not available in the Catalog because they were rejected for various
reasons.
4. Click Search.
A list of SRDs that match the selected status appears.
5. Select the SRD you want to view, and click View.
The record opens in the Service Request Definition form.
If the record is not pending approval, you can modify the record. See Setting approvals for an SRD.
Viewing the SRD audit log

Service Catalog Managers can use the audit log to view the history of certain fields on the SRD, such as Status,
Service Catalog Manager, Service Request Approval, Cost, Business Service CI, Turnaround Time, Account
Number, and Status Reason. They can also view the notification trail .
Note
This information is read-only. You can view it only when the Service Request Definition form is in Modify
mode.
To view the audit log

2. Click the Functions link in the left navigation pane, and click View Audit Log .
3. To view notification audits, click the Notification Audit tab on the View Audit Log form.
4. Select a notification from the list that appears in the table, and click View.
Viewing metrics about an SRD

You can view the following types of metrics about an SRD:
Request frequency
Recent request count
Last requested
To view metrics about an SRD

3. Perform any of the following actions:
Specify if the service request needs approval.
Add a service request.
You can select which coordinator group is assigned to work on the service request. The service
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request coordinator group includes a list of members. By default, the product selects (in the
round-robin method) from the list which member of the group will be assigned to work on the
service request.
Add a survey. See Adding surveys to an SRD.
4. View the read-only metrics.
The Request Frequencyfield shows you the number of times a service request was created using this SRD.
The information is updated when a service request is created using this SRD.
Note
The Survey Enabled field shows that no survey can be sent for this company. The option is based
on the Request Preferences form setting. See Defining behavior rules for surveys.
5. Click Save.

You can configure the states when notifications for the service request are sent to product administrators and
users, based on the SRD. For example, you can specify that, when the service request is approved, the user is
notified.
Notes
You can define notifications only when the Service Request Definition form is in New mode or
taken offline.
For On Behalf Of requests, notifications are sent only to the Requested For name specified in the
service request, and not to users specified in fulfillment requests. For example, a service request is
submitted on behalf of Mary Manager, and a work order is generated automatically. If the contact
name in the work order is changed to Bob Backline, Bob's name is not passed back to the service
request. Notifications are still sent to Mary, and not to Bob.
For information about the architecture and configuration of notifications and a list of BMC Service Request
Management notification events, see Configuring the Notification Engine.
To manage notifications
2. Click the Functions link in the left navigation pane, and click Manage Notifications.
By default, the following actions are selected:
Notify End User on Submit
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Notify End User on Cancelled

Notify End User on Complete
Notify End User on Pending
Notify Assignee on Assignment
Notify Approver on Waiting Approval
3. Select or clear event states that trigger a notification.
Selected Notifications are sent to the requester and to the user specified for that event, such as
the end user (for on behalf of requests), the assignee, or the approver.
For example, Notify End User On Submit is selected. When Mandy Manager submits a request for
herself, she receives a notification that the request was submitted. When Mandy submits a request
on behalf of Fred User, both Mandy and Fred receive notifications.
Cleared No notifications are sent for that event.
Setting approvals for an SRD

On the Service Request Definition form, you can set the approvals required for the SRD before it is deployed. If
you do not set approvers for an SRD, it is automatically deployed.
When the SRD approval process (Service Request Definition - Ad Hoc) is enabled, by default the Service Catalog
Managers approve any SRDs they are responsible for.
BMC Service Request Management is fully integrated with the BMC Remedy Approval Server for business,
technical, and financial approvals. For more information about the approval server, see BMC Remedy Approval
Server.
The approval engine determines the list of SRD approvers. By default, the Service Catalog Manager must approve
the SRD when it moves to the Request for Approval state.
The Service Catalog Manager can also define additional approvers who must approve the SRD before it can be
deployed. For example, you can specify that the customer must first review and approve the SRD before it is
deployed to the organization.
Note
For information about SRD approvals if you disabled the Service Request Definition - Ad Hoc process
and activated the Service Request Definition - Level process, see Creating individual mappings to work
with level-type approval processes.
To define SRD approvals

1. Configure the approvals for BMC Service Request Management.
2.
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3. Click the Approvals tab.
4. Specify if you want the approval engine to determine the approvers list.
This is the default setting.
The Service Request Management administrator can choose to bypass the approval server in the Service
Request Definition Settings configuration form. See Defining service request definition settings.
5. To include an individual approver in the Approvers list, select the Individuals check box, and select any
combination of Customer, Catalog Manager, or Service Request Coordinator.
Here you are defining whether the Customer, Service Catalog Manager, or Service Request Coordinator
must approve the SRD before it can be deployed.
For the Customer required to approve the SRD, see the Definition tab of the SRD.
For the Catalog Manager required to approve the SRD, see the Definition tab of the SRD.
Note
If the name of the Request Catalog Manager on the Definition tab is the same as the creator
of this SRD, only one approval signature is created. Multiple signatures are not required.
For the Service Request Coordinator required to approve the SRD, see the Coordinator Company
and Coordinator Group defined in the Service Request tab of the SRD.
If both the Coordinator Company and Coordinator Group fields are populated, the Service Request
Coordinator is selected by using the Coordinator Group indicated. If the Coordinator Group field is
empty, the Service Request Coordinator is selected by using the assignment routing specified for the
Service Request Assignee event defined in the Standard Configuration tab of the Application
Administration Console. For more information, see Creating assignment routing in a standard
configuration.
The following example illustrates how to add a customer to the approval list. This individual must
approve the SRD before it can be deployed.
Customer added to approve SRD (Click the following image to expand it.)
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6. To add an ad hoc approver, perform the following actions:

a. Click Add.
b. In the Add Approvers dialog box, specify an individual or group.
c. Enter the full name of the individual or group.
d. Click Save.
The Add Approvers dialog box is closed and you return to the Service Request Definition form.
e. Click Refresh.
The individual or group is added to the approvers list.
7. Save your changes to the SRD.
8. To view approvers by the SRD approval state, select an approval state from the Show menu, for example,
Pending.
The Approvers list then refreshes with the current list of approvers who must approve the SRD before it can
be moved to the next approval state.
Note
Adding an individual or ad hoc approver causes the Set using Approval Engine flag to be set, and
the approval engine will be used to determine any additional approvers.
Submitting SRDs for approval

This topic describes how to submit an SRD for approval and includes the following instructions:
To submit an SRD for approval
To view the SRD approval process
Before submitting the SRD record for approval, make sure that it contains all the required information. You
cannot modify the SRD during the approval process.
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You can view the approvers for a service catalog category and the approval process before the record is
approved. If there are multiple approvers and levels of approvers, the SRD's offering status does not change to
Approved until all the approvers have approved it. However, you can view the Approvers tab for the SRD record
and see where it is in the approval process.
To submit an SRD for approval

1. Search for any records that are in draft mode:
a. On the Service Catalog Manager Console, select Draft from the Status field.
b. Enter any optional search criteria.
c. Click Search.
2. Select the SRD and click View.
The SRD appears in the Service Request Definition form.
3. To start the approval process, change the SRD's status to Request for Approval.
The Cancel Approval button appears in the Service Request Definition form next to the Status field. The
yellow stoplight alerts the Service Catalog Manager that the SRD is not yet Online.
4. Click Save.
To view the SRD approval process

3. Search for the SRD.
a. From the Status menu, select the Request for Approvals state.
b. Click Search.
A list of SRDs that are pending approvals appears.
4. Select the SRD from the Search Results table, and click View.
5. Click the Approvals tab.
A list of the approvers required to approve the SRD appears.
Approving SRDs
By default, the Service Catalog Manager approves (or rejects) SRDs. When an SRD moves from the Draft state to
Request for Approval, the Service Catalog Manager must approve it before it can move to the Deployed state, so
that users can access it to request services.
If the Service Request Definition - Level process is enabled and the Service Request Definition - Ad Hoc process is
disabled, you must configure approver mappings with a specific company, categories, and phase.
By default, SRDs require approval by the Service Catalog Manager who created them. This requirement is defined
in the SRD:ServiceRequestDefinition form for the Service Request Definition - Ad Hoc process. For more
information, see Configuring approvals for SRDs and requests.
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You can add people to approve SRDs that are pending your approval (for example, to add another Service Catalog
Manager as an alternate approver while you are on vacation).
Notes
By default, an SRD requires approval by a Service Catalog Manager who has the functional role of
the SRD Approver assigned to the SRD.
You can configure alternate approvers only for yourself.
To approve SRDs by using the Service Catalog Manager Console

To approve SRDs by using Approval Central
To add alternate approvers
To approve SRDs by using the Service Catalog Manager Console

In the left navigation pane, select Console View > Needs My Approval.
Enter search criteria (for example, all SRDs with Request for Approval status) and click Search.
Requests needing your approval appear in the search results table.
3. Select an SRD, and click Approve or Reject.
When you refresh the table, the SRD you just approved no longer appears. In addition, the SRD
automatically moves to the Deployed state (if the default approval process configuration record for SRDs is
enabled).
4. Search for the SRD you just approved.
The Take Offline button and the green stoplight appear in the Service Request Definition form above the
Status field.
The green stoplight alerts you that the SRD was deployed and users can access it in the Request Entry
console.
Warning
If you take the SRD offline and then modify it, the SRD does not require additional approval for
redeployment. If you make major changes to the SRD's functionality, the SRD cannot be
submitted for re-approval.
To approve SRDs by using Approval Central

1. Open Approval Central by using one of the following methods:
a.
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1.
a.
From the Service Catalog Manager Console, select Other Applications > Approval Console.
From the IT Home page, select Applications > Quick Links > Approval Central.
2. Enter search criteria (for example, who you are acting on behalf of) and click Search.
3. Requests needing your approval appear in the Pending Approvals table.
4. Select the approval request, and click Approve or Reject.
The SRD is automatically set to the Deployed state. The SRD is available to users from the catalog. Users
can view the service request definition in the Request Entry console and browse or search for it.
To add alternate approvers

2. From the Application Settings list, choose Foundation > People > People, and click Open.
3. From the People form, search for yourself.
4. Select your record, and click the Alternate Approvers tab.
5. Click Update Alternate Approvers.
6. To locate the alternate approver, click Search from the The Alternate Approvers form.
7. In the People Search form, select the alternate approver, and click Select.
8. Enter the start date and the end date.
9. In the Notify Alternate field, select whether to notify the alternate approver.
10. In the Covering field, select whether this is an alternate for all approvals or only for a specific process.
11. If you selected Specific Process in the Covering field, select the applicable process in the Process field.
12. Click Add.
Deploying SRDs
This section describes how to deploy SRDs to make them available to users. In addition to the instructions in this
topic, the following topics are provided:
Taking an SRD Offline
Restoring the SRD to the Online state
Resetting the date of an expired SRD
Predeployment steps
Perform the following steps before you deploy an SRD:
1. Create the SRD and keep it in the Draft state until all necessary changes are made.
2. Ensure that the start date is up to date. The start date determines when a deployed SRD is online and
available to users.
To deploy an SRD
2. Change the status of the SRD to Request for Approval.
3.
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3. Click Save to initiate the approval process.

If no approvals are configured, the SRD is deployed automatically.
If approvals are configured, the following stages might occur:
SRD is approved After the SRD is approved by all the specified approvers, it is deployed
automatically.
Approver needs more information The status is set to Pending and the Status Reason is set to
More Information. You must provide the information to the approver, which means modifying the
SRD and resubmitting it for approval.
SRD is rejected When an approver rejects the SRD, the status is set to Rejected. The Service
Catalog Manager can move the SRD to the Draft state and resubmit it for approval later.
After the SRD is deployed, the Take Offline button and the green stoplight appear in the Service Request
Definition form above the Status field. The green stoplight alerts you that the SRD is deployed and is in the
correct date range. The SRD record is online and available to users from the catalog. Users can view the SRD in
the Request Entry console and browse or search for it.
Note
After you deploy the SRD, it might not be immediately visible to users because it has not reached the
start date and become online.
Taking an SRD Offline

If needed, you can temporarily take an SRD offline. For example, you might need to test how an SRD functions in
the Request Entry console, or you might need to modify it. The red stoplight alerts you to the SRD status.
Note
An SRD might be offline because it has reached its end date.
To take an SRD offline

3. Search for an SRD, select it, and click View.
4. Click Take Offline.
The Turn Online button and the red stoplight appear in the Service Request Definition form above the
Status field.
The red stoplight alerts you that the SRD is no longer deployed and users cannot access it in the Request
Entry console.
5.
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5. Click Save.
The SRD record is no longer available to users from the catalog.
Restoring the SRD to the Online state

If an SRD was manually taken offline, you can manually restore the SRD to the Online state by clicking the Turn
Online button. If a deployed SRD has expired, you can manually restore the SRD to the online state by resetting
the end date.
To return the SRD to the online state

The Turn Online button and the red stoplight appear in the Service Request Definition form above the
Status field.
4. Click Turn Online.
The green stoplight alerts you that the SRD is redeployed.
5. Click Save.
The SRD record is available to users from the catalog.
Resetting the date of an expired SRD

The following procedure describes how to reset the date of an expired SRD.
To reset the date of an expired SRD

3. Search for the Offline SRD, select it, and click View.
4. In the End Date field, open the calendar.
5. Enter a date in the future, and click Save.
The status of the SRD is changed to Draft.

The scenarios in this section illustrate how to build SRDs that use dynamic data flow. It builds on your expertise in
creating standard SRDs, adding questions to SRDs, and deploying the SRD. You can modify these values as
needed for your own environment.
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This test SRD uses the Change PDT (Change_Mgt_PDT) that you created in Example of creating PDTs. The service
request that you submit should successfully pass the contents of the Summary and Operational Categorization
Tier 1 fields as output to the change request. When you complete the change request, the change request should
pass its output to the two work orders.
Area, tab, or field
Tab or field
Header
Company
Title
Navigation
Categories (and so
on)
Value
Enter required information to complete the SRD

(for example, Dynamic_SRD.
Not applicable
Service Request
Approval tab
Approval Type
None by default
You can temporarily disable service request

approval for testing purposes.
Approvals tab
Set using Approval

Engine
Selected by default
You can temporarily disable SRD approval for

testing purposes.
Definition tab
Request Type
Standard
Not applicable
Effective Dates and
Enter a start date.
Not applicable
Select the change request PDT (for example,
Not applicable
Times
Process Template
Change_Mgt_PDT).
Questions &
Add Question
Not applicable
1. Click Questions.
Mappings
2. Click Add Question.

3. After you enter all the following
information, click Apply.
4. Click Next to go to the next page of the
wizard.
Question Text
Not applicable
Summary
Variable Mapping
Question Format
Text
Not applicable
Category
Local Service Request ManagementS
Not applicable
Question
Not applicable
1. Select question (for example,
Categorization Tier 1).
2. Click Apply.
3. Click Close.
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This SRD uses the Incident PDT that you created in Example of creating PDTs. This procedure assumes that the
test SRD you previously created successfully passes the output from the change request to the two work orders.
The service request that you submit should successfully pass the contents of the Summary and Operational
Categorization Tier 1 fields as output to the incident request. When you complete the incident request, the
incident request should passes its output to the change request. When you complete the change request, the
change request should pass its output to the two work orders.
Area, tab, or field
Tab or field
Header
Company
Title
Navigation
Categories (and so
on)
Value
Enter required information to complete the SRD

(for example, Dynamic_SRD.
Not applicable
Service Request
Approval tab
Approval type
None by default
You can temporarily disable service request

approval for testing purposes.
Approvals tab
Set using Approval

Engine
Selected by default
You can temporarily disable SRD approval for

testing purposes.
Definition tab
Request Type
Standard
Not applicable
Effective Dates and
Enter a start date.
Not applicable
Select the incident request PDT (for example,
Not applicable
Times
Process Template
Incident_Mgt_PDT).
Questions &
Add Question
Variable Mapping
Not applicable
1. Click Questions.
2. Click Add Question.
3. After you enter all the following
information, click Apply.
4. Click Next to go to the next page of the
wizard.
Mappings
Question Text
Not applicable
Question Format
Text
Not applicable
Category
Local Service Request ManagementS
Not applicable
Question
Not applicable
1. Select question (for example,
Categorization Tier 1).
2. Click Apply.
3. Click Close.
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Extended SRD configuration

The following topics describe various configuration steps for surveys, cart display, service requests, Request Entry
console behavior, and so on.
Defining service request definition settings
Defining SRD levels
Product Ordering
Configuring visible fields in the Request Entry console
Configuring service request HTML definitions
Defining service request definition settings

Use the Service Request Definition Settings form to specify the default behavior of service request definitions.
To define service request definition settings

2. From the Application Settings list, select Service Request Management > Advanced > Service Request
Definition Settings, and click Open.
3. Select the company to which these settings apply.
For global SRD settings, select Global as the company.
4. In the Use Approval Server field, enter Yes (the default) to use the Approval Server to determine the
approvers of the SRD.
If you enter No, the Approval Server is bypassed. In this case, approvers are based on the selections on the
Service Request Definition form.
For more information, see Configuring approvals for SRDs and requests.
5. In the Popular Services Interval field, specify how long metrics are kept to determine the top-used SRD
over the given period of time.
Note
Popular services are the most requested services in the Request Entry console. These services are
listed in the Popular Services view of the Request Entry console. For more information, see
Viewing information on the Request Entry console.
6. (Optional) From the Business Process Sandbox Dataset list, specify the sandbox dataset.
Note
If multiple sources of data provide updates to the Atrium Service Catalog, you must specify a
sandbox dataset.
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When a service is related to the SRD and the SRD is deployed, the process is created in the Atrium Service
Catalog. For more information, see Administering service models and the Service Catalog.
7. (Optional) Specify the Reconciliation Job Name.
This job runs the appropriate reconciliation job with the selected sandbox dataset. You must use
reconciliation rules to move the data to production.
Note
If you change the production or sandbox datasets on this form, in the Reconciliation Engine you
must update the underlying reconciliation rules "BMC Asset Management - Sandbox" to use the
new datasets. Without this change, the data cannot be reconciled to the new production or
sandbox datasets.
8. Click Save.
Defining SRD levels

The Service Request Management administrator can create entries for levels of service (for example, Gold, Silver,
or Bronze). You can also modify these service levels for different locales.
To define SRD levels

2. From the Application Settings list, select Service Request Management > SRD Level > SRD Level, and click
Open.
3. (Optional) From the SRD Level dialog box, select a new locale (for example, fr_FR).
4. Enter a new level, for example, Pewter.
5. Select the status, for example, Enabled.
6. Select the company to which this level applies, or select Global to make this level available to all
companies.
7. Click Save.

This section describes how to create and use advanced interface forms (AIFs).
You can configure a service request definition (SRD) to use an advanced interface form (AIF) instead of the
Provide Information form. AIFs enable you to have a personalized Provide Information form in the Request Entry
console. The AIF mechanism enables complex validation of answers and custom flow of the interface for user
interaction. Depending on the type of AIF, you might need to map fields on the AIF to the required target data
(fulfillment application fields) in the SRD.
AIFs give you the ability to perform the following actions:
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Map more than forty user responses to fulfillment application fields (target data).
Capture additional fields besides the default set of fields that are captured by using the product as shipped.
Control data flow in the AIF.
Create sophisticated data validation.
Note
Guest users cannot submit a request if the SRD includes an Advanced Interface form.
You use the following steps to implement AIFs:

1. Create your own AIF from the templates that BMC provides.
See Creating AIFs from templates.
2. Register the new form.
See Registering AIFs.
3. (Optional) Configure the details fields in the Work Order Template form.
See Relating Mapped and Details tab fields in the Work Order Template form.
4. Configure the SRD to use the new form.
See Associating AIFs with SRDs.
5. (Optional) Map your fulfillment application fields, if necessary.
See Mapping fulfillment application fields to the service request fields.
6. Open the AIF from the Request Entry console.
This feature enables fulfillment process owners and service coordinators to view the user responses on the
AIF.
See Mapping fulfillment application fields to the service request fields.
Creating AIFs from templates

BMC Service Request Management ships with three advanced interface forms (AIFs) that you can copy and then
modify, as needed. This enables you to use the AIFs provided as templates. As a result, you can create an SRD and
attach one of these AIFs as shipped with your service request.
The following AIFs are included:
Form name
Description
With Backend Mapping

(SRS:AdvancedInterface_With
BackendMapping)
This example of the AIF uses a Regular form, which can be used to store data on the form itself, while also
mapping some of the field values on the form to the fulfillment application fields. The fields on the form are
used to pose questions to users and capture responses to those questions.
Without Backend Mapping

(SRS:AdvancedInterface_Without
BackendMapping)
This example of the AIF uses a Regular form, which can be used to store data requested of users directly on the
form, without mapping this data to fulfillment application fields.
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Form name
Description
Password Reset
This example of the AIF uses a display-only type of form, and illustrates a password reset use case. A
(SRS:AdvancedInterface_Password
Reset)
display-only form does not store any data. This type of form can be used only to map field values to fulfillment
application fields.
The AIFs include requestable offering data. This data is passed when AIFs are displayed in the Request Entry
console. The following fields are automatically copied from the Service Request Definition form to the AIFs when
you upgrade to BMC Service Request Management 8.1.00:
Field name
Database ID
Description
RO Instance ID
304242570
Requestable Offering Instance ID
SRD_RO_ReconID
304242580
Requestable Offering Reconciliation ID
SRD_RO_DatasetID
304242590
Requestable Offering Dataset ID
Note
If you customized the AIFs in releases versions earlier than 7.6.04, you must add these fields to the
forms.
Recommendations
In BMC Remedy Developer Studio, create a packing list of the advanced interface form that you
want to modify, and add all the related objects.
If you include date fields in the body of an advanced interface form (for example, if you add a
question that requires the user to enter a date), create a custom workflow to ensure that the date
is not copied when a user clicks Request Again to create a new request.
Notes
You must have BMC Remedy AR System Administrator permissions and knowledge of BMC
Remedy AR System development to modify and enhance the advanced interface forms.
Create a copy of the advanced interface form and modify the copy, so that your work is not
overwritten when you upgrade the application. Run tests on the copy to verify that it works the
same as the original.
To avoid migration issues, do not copy and rename the workflow that is attached to the advanced
interface forms.
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To create advanced interface forms from templates

1. Log on to BMC Remedy Developer Studio.
2. From the AR System Navigator, open one of the sample advanced interface forms.
For example, open the SRS:AdvancedInterface_WithBackendMapping form.
When opening the SRS:AdvancedInterface_WithBackendMapping form in BMC Remedy Developer Studio,
you should modify only the fields on the Your Fields tab and only the field labels on the Mapped tab.
Following is a description of the tabs and the fields on those tabs:
The Your Fields tab contains the fields that are saved to the form. This tab and all of its fields should
be visible to users.
The Mapped tab contains fields that are pre-defined to map to fulfillment application fields on the
Details tab of a work order. The labels on these fields can be changed to pose questions to users.
This tab and any fields used to pose questions to users should be visible. Any fields not used should
be hidden from users.
These fields are mainly character and integer type fields. If a user response requires a selection field,
data/time field, or a currency field, those fields can be placed on the Your Fields tab, and additional
workflow with an execution order of 0 can be created to set the field values on the Mapped tab to
the value of those fields. This would be done with the hidden fields that are not used to pose
questions to the users. This enables those data types to be mapped automatically by using the
pre-defined mapping.
The Mapped 10-27 and Mapped 28-47 tabs contain additional fields that can be mapped to
fulfillment application fields by using the Question Selection and Fulfillment Application Field
Mapping dialog box during SRD configuration. These tabs should be hidden to users.
Note
The fields on the Mapped tab can also be mapped in this manner if the target fulfillment
application field is not on a work order, that is, an incident or change request.
Warning
Do not modify the other fields on this form--they are the core set of fields that map to the
service request, and are needed to create the service request. You can, however, add
specific workflow to the advanced interface fields for validation, and so on.
3. Save a copy.
a. Choose File > Save Form As.
b. Enter a new name for the copy.
To ensure that a URL that contains the form name is not interrupted, do not use a plus sign (+) in the
form name.
4.
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4. Add your advanced interface form to the form attach list in the BMC workflow.
a. Open the packing list you created in BMC Remedy Developer Studio.
b. Open all the workflow objects from your packing list (for example, Active Links) and associate your
form, except for the four following active links:
SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields
SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag
SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields
SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag
c. Check the Filters, Active Link Guides, Menus, and Filter Guides, and associate the new advanced
interface form to them as well.
5. Perform the following actions to the preceding active links.
You must modify this workflow to set the flag in the RequiredQuestionsAnswered field that determines
whether the user entered all of the required information to submit the service request or the cart.
a. Copy and rename the active links.
Note
Do not use the BMC prefix (SRS:ADN) when you rename the active links.
b. Modify the form name to your own interface form.

c. Modify the Run If qualification to match the required fields on your form.
6. Edit the SRS:ADN:SHR_OnSubmit_SubmitInReview active link guide by adding your submit request active
links to it.
Note
Add your active links under the
SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields and
SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields active links.
7. Edit the SRS:ADN:SHR_OnSubmit_SubmitInCart active link guide by adding your cart active links to it.
Note
Add your active links under the SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag and
SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag active links.
8. Test your copied version of the advanced interface form.

It should work just as the original form.
9.
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9. Modify your copy of the advanced interface form.

If you used the SRS:AdvancedInterface_WithBackendMapping or
SRS:AdvancedInterface_WithoutBackendMapping form as a template, you can modify the fields in the Your
Fields data fields sections.
Warning
Do not delete or modify any other fields on these forms. BMC supports only changes to
appearance items, such as the header, background, labels, and so on.

You must now register the form.
Relating Mapped and Details tab fields in the Work Order Template form
The Mapped tab on the advanced interface form contains fields whose values are automatically mapped to the
work order fields on the Details and Details 2 tabs of the work order template. As a result, users do not have to
define their own target data mappings.
To transfer the questions posed to users with those fields to the work order, you can modify both the field labels
of the advanced interface forms and the Field Label values on the Details and Details 2 tab of the Work Order
Template form. You should clearly match the labels on advanced interface form and the Details and Details2 tabs
of the Work Order Template, so that work order users understand the particular meaning of the various detail
fields.
Note
Unless more than 15 total fields, or all the available fields for any field type (22 character fields, 2
date/time fields, or 6 integer fields) are configured, the Details 2 tab will not appear to users in the
Mapped tab on advanced interface form (Click the following image to expand it.)
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For information about creating work order templates, see Creating work order templates.
Mapping fulfillment application fields to the service request fields

If your AOT had target data added to it, you can also map fulfillment application fields to the Service Request
Fields used on the advanced interface form.
To map fulfillment application fields

1. From the Service Catalog Manager Console, select an SRD, and click View.
2. Set the SRD to Offline.
3. Click Mapping.
The Question Selection and Fulfillment Application Field Mapping dialog box appears. You can choose
questions from the menu list of target data items to ask your users.
Note
The Mapping button is enabled if there is application target data to map with the PDT selected.
4. Select a fulfillment application field from the list.

5. Under Fulfillment Mapping Details, select Map Target To > Service Request Fields.
The Service Request fields from the advanced interface form are the "SR Type Field 1" through "SR Type
Field 47" fields.
The fields appear on the following tabs on the SRS:AdvancedInterface_WithBackendMapping form:
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Tab
Fields that appear
Mapped
SR Type Field 1 through SR Type Field 9
Mapped 10-27
Mapped 28-47
6. Select the appropriate field from the Selected Field list.

7. Click Add.
8. Close the Question Selection and Fulfillment Application Field Mapping dialog box, and save the SRD.
Registering AIFs
Use the Configure Advanced Interface Information form to modify the name of the company, advanced interface
form (AIF), server, and so on to be used when selecting this advanced interface data record.
Note
You must have SRM Administrator permissions to access this form.
You can also disable these advanced interface forms. If you configure an advanced interface form to be inactive,
application administrators cannot select it as an advanced interface template option when creating SRDs.
The advanced interface form feature also gives the application administrators the option of creating an advanced
data entry screen instead of the default window used in the Request Entry console for completing details. You
can also register new advanced interface forms.
Note
The advanced interface forms are installed with localized views for English, Japanese, French, Italian,
German, Spanish, and Simplified Chinese.
To register advanced interface forms

1. Open the Application Administration Console.
3. Select Service Request Management > Advanced > Configure Advanced Interface Form Data , and click
Open.
The Configure Advanced Interface Information form appears.
The application includes entries for the three advanced interface forms shipped with the application. You
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must create entries for any copies of the advanced interface forms you create.
Registering an advanced interface form
4. Specify a company.
5. Enter a template name (for example, Advanced Interface Questions ).
This name will appear in the Advanced Interface field as a menu choice on the Service Request Definition
form.
6. Enter the form name and location as it appears on the BMC Remedy AR System server.
For example, if you are using the advanced interface form you just created, enter
SRS:MyAdvancedInterface_Questions.
7. Specify the server and specify its status, either Active (enabled) or Inactive (disabled).
8. Click Save.
Service Catalog Managers can now select this advanced interface template from the Custom Template
field when they are creating SRDs.
Associating AIFs with SRDs

To use an advanced interface form (AIF) with a service instead of the default Provide Information form, you must
associate the AIF with the service request definition (SRD).
To associate an AIF with an SRD

1. Log into your server as a Service Catalog Manager.
2.
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3. Open an SRD.
4. On the Service Request Definition form, select an AIF template from the Advanced Interface Form field.
5. Save your changes.
Related topic
Product Ordering
This following topics provide information about the Product Ordering feature and instructions for using it:
Overview of the Product Ordering feature
Setting up Product Ordering
Overview of the Product Ordering feature

With the Product Ordering feature, you can offer select hardware and software items from the BMC Atrium
Product Catalog through the Request Entry console. Users can then use this feature to order multiple products in
a single request.
BMC Service Request Management ships with a Product Ordering process definition template (PDT),
preconfigured application object templates (AOTs), and a Product Ordering advanced interface form (AIF). You
use these to create the service request definition (SRD) that is required for Product Ordering. The PDT contains all
the necessary mappings, and the AOTs integrate Product Ordering with BMC Asset Management and BMC
Change Management. This integration enables Product Ordering to create change requests and perform
asset-related tasks, such as reserving and releasing items that are in inventory.
How Product Ordering works
Details of the Product Ordering Process PDT
To view the Product Ordering Process PDT
How Product Ordering works

Product Ordering supports orders for multiple hardware and software items, and automatically generates a
purchase requisition (PR) for products that are not in inventory. After all of the products in inventory are reserved
(and after all of the products in the PR are received), Product Ordering automatically generates a change request.
If a PR is generated, users will not see any update to the service request status until after the PR reaches a final
status, whether Received or Canceled.
Note
Product Ordering does not support partial fulfillments. If a PR is required, and if the PR (or any line item
in the PR) is canceled or not approved, then the user receives none of the products in the order, even if
some of the products are in inventory. In this situation, the service request shows a status of Completed
With Issues.
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Likewise, if the change request is canceled or not approved, the user receives none of the products in
the order, and the service request shows a status of Completed With Issues. In this situation, CIs must be
manually returned to inventory, as explained in Placing non-bulk CIs in inventory.
The following sequences show how orders for individual hardware and software products are fulfilled in BMC
Hardware products process
Product Ordering determines whether a hardware product is in inventory.

For a hardware product that is in inventory:
1. Product Ordering reserves the hardware CI and updates the status to Reserved.
2. Product Ordering generates a change request. The regular change process continues, as described
in Change request lifecycle. The Change Manager must deploy the CI.
3. After the change request is completed, Product Ordering releases the CI. The user is notified that the
request has been fulfilled.
For a hardware product that is notin inventory:
1. Product Ordering generates a PR. The regular purchasing process continues, as described in
Requisition management. If the purchase needs to be approved, the approval process is initiated.
2. After the CI is received, Product Ordering generates a change request. The regular change process
continues, as described in Change request lifecycle. The Change Manager must deploy the CI.
3. After the change request is completed, the user is notified that the request has been fulfilled.
Software products process
Product Ordering determines whether a license is required and if a license is available.

For a software product that requires a license, and for which a license is available:
1. Product Ordering reserves the license and changes the status to Reserved.
in Change request lifecycle.
3. After the change request is completed, Product Ordering releases the license. The user is notified
that the request has been fulfilled.
4. The License Engine changes the status to Deployed. The license certificate is updated with the
number of deployed licenses. For more information, see License Engine.
For a software product that requires a license, and for which a license is not available:
1. Product Ordering generates a PR. The regular purchasing process continues, as described in
Overview of the purchasing process. If the purchase needs to be approved, the approval process is
initiated.
2. When the PR line items are received, a license certificate is generated with the requested licenses.
in Change request lifecycle.
4.
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4. After the change request is completed, Product Ordering releases the license. The user is notified
that the request has been fulfilled.
5. The License Engine changes the status to Deployed. The license certificate is updated with the
number of deployed licenses. For more information, see License Engine.
Details of the Product Ordering Process PDT

The following figure shows the process view of the Product Ordering Process PDT and the included AOTs that are
part of the Product Ordering feature. The Product Ordering Process PDT is used in creating the Product Ordering
service request definition (SRD), as explained in Setting up Product Ordering.
Product Ordering Process PDT (Version 8.1.01)
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To view the Product Ordering Process PDT

Open the Product Ordering Process PDT in the Visual Process Editor and click each condition and AOT. For more
information, see Viewing PDTs in the Visual Process Editor.
Recommendation
Do not change or customize the Product Ordering Process PDT.
Setting up Product Ordering

This topic provides information and instructions for setting up Product Ordering:
Before you begin
To configure a product in the Product Catalog
To add a product to Product Ordering
To add a product image to Product Ordering
To select an image for a product
To create a Product Ordering SRD
Configure products that you want to offer for Product Ordering in the BMC Atrium Product Catalog. Next, use the
Product Ordering Administration Console to add these products to Product Ordering. Also use this console to
view and edit product information, and to manage product images. To use images with Product Ordering, first
you must add images to Product Ordering, and then you select an image for a particular product.
Lastly, create a service request definition (SRD) to provide Product Ordering as a service to your end users by
using the out-of-the-box Product Ordering advanced interface form (AIF) and process definition template (PDT).
After you finish setting up Product Ordering, users can access the Product Ordering service request definition
(SRD) from the Request Entry Console. For more information, see Ordering multiple products in a single request.
Before you begin

Ensure that BMC Asset Management 8.1 is installed and configured. For more information, see Managing
assets.
Ensure that BMC Change Management 8.1 is installed and configured (including auto-assignment rules).
For more information, see Configuring BMC Change Management.
Ensure that Requisition Management is configured (including auto-assignment rules) and purchase orders
are actively managed. For more information, see Working with purchase orders.
Ensure that the License Engine is running. For more information, see Configuring the license engine to run.
Note
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Product Ordering is not supported on a mixed-version stack. For more information, see Installing
and upgrading on a mixed-version stack.
To configure a product in the Product Catalog
Note
Ensure that inventory information for the BMC Atrium Product Catalog is actively maintained. For more
information, see Managing inventory.
1. In the Product Catalog, select the product; if the product does not already exist, create it.
For more information, see Viewing and searching for product entries in the Product Catalog and
Populating the Product Catalog.
2. Verify the following settings:
In the Product Catalog Setup window, the product has an associated version number (software) or
model number (hardware); for software products, the Requires Contract option must be set to Yes.
For more information, see To add product model and version information in the Product Catalog .
The product and model (or version) are associated with the same company, if the product is
associated with a company other than -Global-. For example, if the product is associated with
Calbro, the model or version also must be associated with Calbro. If the product is associated with
-Global-, the model or version can be associated with any company.
For more information, see Relating companies to Product Catalog entries.
The Approved and Managed options are set for both the product and model (or version). For more
information, see Approving and managing products, versions, and patches in the Product Catalog .
To add a product to Product Ordering

1. From the BMC IT Service Management Home page, choose Applications > Administrator Console >
Application Administration Console.
3. Choose Service Request Management > Advanced > Product Ordering Admin Console .
4. Click Open.
5. Click the Add icon.
6. In the Add Product dialog box, select the product from the search results.
The search results show products that have not been added to Product Ordering, and that have been
configured in the BMC Atrium Product Catalog, as explained in this topic.
7. In the Product Ordering Details section, add a description and price.
8. Add an image to use with the product, as explained in the procedure below.
9. Select an image for the product, as explained in the procedure below.
10. To make the product available to users, change its status to Online.
11. Click Apply.
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To add a product image to Product Ordering

You can add images to Product Ordering from your local computer.
Note
The maximum image size is 260 by 170 pixels.
1. In the Add Product dialog box, below the Image field, click Add.
2. In the Product Image dialog box, click Add.
3. In the Add Attachment dialog box, click Browse to navigate to the location of the image file on your local
computer.
4. Select the image file, click OK, and then click Save.
5. In the Product Image dialog box, specify the company, the image name, and image file name.
6. Click Save.
7. Close the dialog box.
To select an image for a product

1. In the Add Product dialog box, select a product to view its details.
2. Below the Image field, click Select.
3. Choose an image from the list of available images and click Select.
The image appears in the Image field.
To create a Product Ordering SRD

1. Log on to BMC Remedy ITSM as a Request Catalog Manager.
2. Create a standard SRD in the Service Catalog Manager Console, as explained in Creating a standard SRD
with the Service Request Definition form.
3. In the Advanced Interface Form list, select Product Ordering AIF.
4. In the Process Template field, select Product Ordering Process from the list of available processes.
5. Deploy the SRD, as explained in Deploying SRDs.
Configuring visible fields in the Request Entry console

After you have created an SRD, you can specify which fields are hidden or visible to users during the various
stages of a request. For example, you can specify that your users can see the expected completion date of their
request during the Provide Information stage.
Note
You can define visible and hidden fields only when the Service Request Definition form is in New mode
or Offline.
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To configure which fields are visible in the Request Entry console

1. Open an SRD.
Console.
For types of searches you can use, see Searching for SRDs.
2. Click the Functions link in the left navigation pane, and click Show/Hide Fields.
3. In the Show/Hide Options form, specify which fields in the SRD should be visible to users:
Section
Field
Description
Review a service
Enables the Service Catalog Manager to select
Turnaround
Time
Defines turnaround time for this SRD in Hours, Days, Months, or Years.
Turnaround time is used to calculate the expected completion date of the
which SRD fields to show in the Request Entry

console during the Review stage.
SRD.
Note: To calculate the expected completion date accurately, business
hours and holidays must be configured. For information about
configuring business hours and holidays, see Configuring business hours
and holidays.
Provide Information
which SRD fields appear in the Request Entry
console during the Provide Information stage.
Price
Actual price of this SRD
Expected
Completion
Date when the user can expect the request to be finished
Date
Required
Date when the user requires the request to be finished
Phone
Phone number of the user.
Email
Email address of the user
Attachment
Enables users to add an attachment to the service request
Instructions
Instructions that you want requesters to view. Requesters see your text in
the Provide Information stage when they are requesting a service in the
View a Request
which SRD fields appear in the Request Entry
console during the Summary stage.
Request Details
which SRD fields appear on the Request Details
dialog box
Quantity
Number of SRD ordered
Service
Coordinator
Name of service request coordinator overseeing the request
Price
Actual price of this SRD
Approvals
Shows the Current Approvers section, which includes a More Info link that
allows users to see the approvals for a request
Expected
Completion
Date
Required
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Phone
Phone number of the user
Email
Price
Price of the SRD
Service
Name of the service request coordinator overseeing the request
Coordinator
Quantity
Number of service requests ordered
Approvals
Current approvers for the service request
End User
Shows the Process View tab on the Request Details. If you clear this field,
Process
View
the Process View tab is hidden from users who do not have Service
Request User or SRM Administrator permissions. This option is selected by
default.

You must save the SRD to save the Show/Hide field settings.

The Service Request HTML form enables you to view and modify the underlying HTML definition code used in the
BMC Service Request Management consoles and forms. For example, you can modify the text, the spacing of
table cells, background colors, and so on, of the Summary window that appears in the Request Entry console.
You should be familiar with HTML before editing these files.
To configure service request HTML definitions
Related topic
To configure service request HTML definitions

2. From the Application Settings list, choose Service Request Management > Advanced > Service Request
HTML Configuration, and click Open.
3. On the Service Request HTML form, click Search.
4. From the results list, select the record for your locale for one of following Text Tag names:
Text Tag name
Definition
ConsoleSummary
Shows a summary in the Request Entry console
JavaScriptLib
Inserts a block of JavaScript code into the document header
RQCBCDetails
Shows Broadcast Details
RCOSRDetails
Shows a Request Summary in the Service Request Coordinator Console
SCMPDTSRDDetails
Shows PDT details in the Service Catalog Manager Console
SCMSRDDetails
Shows SRD details in the Service Catalog Manager Console
SRDDetails
Shows SRD Description in the Request Entry console
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Text Tag name
Definition
SRSBusMgrRequestSummary
Shows a Service Request Summary in the Service Catalog Manager Console
SRSQuestionDetails
Shows questions in the Request Details dialog box that appears after clicking the Request Details button
from a console
SRSRequestDetails
Shows Request Details in the Request Details dialog box that appears after clicking the Request Details
button from a console
SRSRequestDetailsQuestions
Shows Request Details and Questions in the Request Details dialog box that appears after clicking the
Request Details button from a console
SRSSRCActivityLogDetails
Formats a table section for displaying Activity log details
SRSSRCActivityLogDetailsEntries
Formats each Activity log entry in a table row
5. Modify the information as needed (for example, change the background color or the summary text).
6. (Optional) Add locale information to the HTML code.
For example, you can use the fr_FR locale to localize this content for your French audience. This content
appears in French when users log into the BMC Remedy AR System server with the fr_FR locale.
7. (Optional) To see the effects of your changes to the HTML code, click Preview HTML.
8. Click Save.
Related topic
Rebranding the Request Entry console
11.3.6 Configuring packages and entitlement

Entitlement enables you to control user access to services. Enterprise customers or service providers who use
multi-tenancy to manage several companies can use entitlement rules to ensure that users can view only the
available services that they are entitled to request. Small or medium-sized companies might not need to add the
extra level of access control provided by entitlement.
Users with on-behalf-of permission for another user can see the SRDs to which the other user is entitled (except
those SRDs that the on-behalf-of user cannot see because of company restrictions). Guest users can select
generic services to which guests are entitled.
You can group several SRDs into a package and create an entitlement rule for that package. Using packages helps
to limit the overall number of entitlement rules needed in your organization. Packages are also useful when you
use multi-tenancy and are managing SRDs for more than one company.
The following topics provide instructions for configuring packages and entitlement rules:
Creating packages
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Creating packages
To organize SRDs, you can group them into a package and create an entitlement rule for that package. This is
useful when you use multi-tenancy, where you are managing SRDs for more than one company.
You can relate only one company to each package. For example, if you create a package for Calbro, you cannot
relate Acme Company to that package.
When you give a company access to a package, the company automatically has access to all SRDs associated
with the package.
After you create a package, you can edit or delete it as needed.
Warning
When you delete a package, all entitlement rules that reference the package are deleted.
To create a package and add SRDs

To edit a package
To delete a package
To add an SRD to a package (alternate)
Related topics
To create a package and add SRDs

1. Open the IT Home page, and select Service Request Management > Service Catalog Manager Console.
2. Click the Functions link in the left navigation pane, and click Package Management.
3. Click the plus sign (+) icon at the top of the Package Management window.
4. In the Name field, enter a name for the package.
Package names must be unique for a company. Do not enter a name that is the same name as another
package already created for the same company.
5. (Optional) In the Description field, enter a short description of the package.
6. From the Company field list, select the company to relate the package to.
All SRDs for the global company and for the selected company are listed in the Available Requestable
Offerings (SRDs) table.
7. In the Package Group field, enter or select a package group for this package.
For the first package that you create, the list is empty and you must manually enter the name of the group.
For all subsequent packages, you can select an existing group from the list or manually type the name of a
new group into the field.
A package group can belong to only one company.
8. To associate an SRD with the package, select it from the Available Requestable Offerings (SRDs) table, and
click Add.
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You can also drag packages from the Available Packages table to the Associated Packages table.
To filter the SRDs listed in the table, enter a term (from the SRD name) in the Search field, and press Enter.
Note
To prevent you from adding SRDs from multiple companies to a package, the Company field is set
to read-only after you add the first SRD. The Company field remains read-only when you edit the
package.
9. Click Save.
To edit a package
3. Select the package that you want to modify.
4. Click the pencil icon at the top of the Package Management window.
5. Modify the Name, Description, and Package Group fields as needed.
The ID field is read-only because this value is system-assigned. The Company field is also read-only,
because the SRDs already in the package are specific to that company.
6. Add or remove SRDs as needed from the Selected Requestable Offerings (SRDs) table.
7. Click Save.
To delete a package
3. Select the package you want to delete.
4. Click the minus (-) icon at the top of the Package Management window.
5. Click Yes to confirm that you want to delete the package.
6. Click Save.
To add an SRD to a package (alternate)

1. Open the SRD.
Console.
c. Click Search to search for the SRD.
For types of searches you can use, see Managing SRDs.
2.
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2. Click the Package tab.

3. Packages that are related to the Company for this SRD are listed in the Available Packages table.To filter
the packages listed in the Available Packages table, enter a term (from the package name) in the Search
field, and press Enter.
4. To associate a package, select it from the Available Packages table, and click Add.
You can also drag packages from the Available Packages table to the Associated Packages table.
5. To view a package, double-click it.
6. Click Save.
Related topics
Creating entitlement rules
This section describes how to configure entitlement rules that define which users can access various SRDs.
In general, configuring entitlement depends on the user, role, group, location, categorization, and service level
attributes. Any combination of these attributes can be required to determine if a user can view and access the
SRD.
Notes
Before configuring entitlement rules, review the rest of the information in Configuring packages
and entitlement.
You must have the Entitlement Administrator or SRM Administrator permission to configure
entitlements.

Enabling entitlement
Validating user entitlement to SRDs
Specifying entitlement information for a specific SRD

You can create entitlement rules from the Entitlement Console. An entitlement rule includes the following
qualifications:
A people qualification that defines a set of people who have the entitlement
An SRD qualification that defines the service request definitions (SRDs) included in the entitlement
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Recommendations
To limit the number of entitlement rules necessary in your organization, you can perform the
following actions:
Create navigational categories for your SRDs and then create entitlement rules for those
categories. For more information, see Configuring navigational categories and Creating
SRD qualifications.
Create packages of SRDs and then create entitlement rules for those packages. For more
information, see Creating packages and Creating SRD qualifications.
For SRDs that are intended for any user to request, create an entitlement rule specifying Everyone
in the People Qualification Name field. (Everyone is predefined and cannot be changed.) In the
SRD Qualification Name field, specify a qualification that includes SRDs intended for any user, for
example, SRDs in a specific navigational category. Then, to restrict access to some SRDs, create
additional entitlement rules that only allow specific users to access those SRDs.
To open the Entitlement Console

1. In the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Service Request Management > Entitlement > Entitlement
Management, and then click Open.
To create an entitlement rule

1. In the Entitlement Console, click Create (located under the table).
2. On the Entitlement Rule form, select the Exclusion Rule option to exclude users from accessing the
specified packages or SRDs.
3. From the People Qualification Name field, select a people qualification.
To create a new people qualification, see Creating people qualifications.
4. From the SRD Qualification Name field, select an SRD qualification.
To create a new SRD qualification, see Creating SRD qualifications.
5. Click Save.
Creating people qualifications

People qualifications enable you to define a selection of people that you can associate with an SRD entitlement
rule.
Note
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To increase performance, entitlement rules are cached. A users entitlement cache is flushed when a
related entitlement rule is created or modified. Users must reopen the Request Entry console for related
entitlement rule changes to apply.
To create a people qualification

1. Open the Entitlement Console, as explained in Creating entitlement rules.
2. Choose Entitlements > PED Management.
3. In the People Qualification for Entitlement form, select the status.
The default setting is Enabled.
4. Enter a name for the people qualification.
5. Select one of the following options, and select or enter a value:
Option
Value
Description
Company
Company
name
Entitles one specific company to view the SRD
AR
Username
Logon ID
Entitles one person to view the SRD. Click Add to open the People Search form. Select the appropriate user
record, and click Select.
Entitlement
Group
Entitlement
group
description
Entitles one specific group to view the SRD. For more information, see Creating entitlement groups.
Location
Region, site
group, or
site
Entitles a specific location to view the SRD, defined by any combination of region (North America), site group
(Northern California), or site (Sunnyvale)
Advanced
Qualification
Qualification
string
Enables you to define an advanced entitlement qualification. When you select this option, the Advanced
Qualification Builder appears. Select field names by clicking either Fields From or Fields From Current Form,
and selecting from the list. Select a qualifier, add values in the Qualification field, and then click Select.
Notes:
The advanced qualification applies to entries in the CTM:People form. If you use the Advanced
Qualification Builder to create an advanced qualification in the People Qualification for Entitlement
form, do not use any of the keywords from the Keywords list. The keywords in this list do not apply to
data in the the CTM:People form.
After you create the qualification and users log in, the entitlement cache is populated. If records in the
CTM:People form are modified at this point, users might not see changes to the SRDs to which they
are entitled. To correct this issue, flush the entitlement cache as explained in Validating user
entitlement to SRDs. Users will see changes the next time they open the Request Entry console.
6. Click Save.
Creating entitlement groups

Optionally, you can set up entitlement groups to define standard entitlement definitions that you can associate
with specified groups of users.
Tip
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As an alternative to setting up entitlement groups, you can create people qualifications by company,
logon ID, or location (region, site group, or site).
To add an entitlement group

2. From the Application Settings list, choose Service Request Management > Entitlement > Entitlement Group
3. In the Entitlement Group Management form, click the Create button.
4. Select a company, and enter an entitlement group name and description.
5. Click Save.
6. To add a user to the group, select the entitlement group that you just added, and click the Add button
under the Entitlement Group Users table.
7. In the People Search form, select a person to add to the group, and click Select.
The person that you selected appears in the table.
Note
When you add users to an entitlement group, you must flush the entitlement cache before the
users can see any SRDs visible to the entitlement group. After the cache is cleared, users must
reopen the Request Entry console to see any changes. For more information, see Validating user
entitlement to SRDs.

You create an SRD qualification to associate service request definitions (SRDs) with an entitlement rule by
category, level, name, package, or advanced qualification.
To create an SRD qualification

1. Open the Entitlement Console, as explained in Creating entitlement rules.
2. Choose Entitlements > SRDED Management.
3. In the SRD Qualification for Entitlement form, select the status.
The default setting is Enabled.
4. Enter a name for the SRD qualification.
5. Select one of the following options and specify the required information:
Category of SRD Select a category.
SRD Level Enter or select an SRD level.
Specific SRD Select a specific SRD.
Specific Package Select a package.
Advanced Qualification Enter an advanced qualification.
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Note
An advanced qualification lets you create exceptions with global SRDs. For example, you
might exclude global SRDs for one specific company, such as an MSP vendor.
6. Click Save.
Enabling entitlement
Before you enable entitlement, you must create entitlement rules that allow users to access their service request
definitions (SRDs). Otherwise, after you enable entitlement, users cannot access their SRDs.
To enable entitlement
3. In the Entitlement Console, select the Enabled option.
You can create entitlement groups and rules from this console.
4. In the Apply Entitlement Rules to Global SRDs field, specify whether entitlement rules apply to global SRDs.
If you select No (the default), entitlement rules do not apply to global SRDs. All users can request
global SRDs. The assumption is that global SRDs are intended for all users and should not be limited
by multi-tenancy.
If you select Yes, any entitlement rules defined for SRDs are also either directly or indirectly applied
to global SRDs.
Note
If you select Yes, and you use the Create Service Request on Submit option in BMC Incident
Management, BMC Change Management, or Work Order Management, you must create
entitlement rules for the three system SRDs that support this functionality. For more
information, see Creating requests from fulfillment applications.
Validating user entitlement to SRDs

After creating entitlement rules and qualifications, you can optionally validate user access to SRDs. You can also
use user validation to troubleshoot entitlement problems.
To validate users
3. From the left navigation pane of the Entitlement Console, click Other Functions > User Validation.
4.
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4. In the User Entitlement Validation form, click the Select button.

5. From People Search form, select the user to validate, and click Select.
The matching entitlement groups, entitlement rules, and SRDs for the user appear in the tables. Click View
under a table to view more details.
6. To see the qualification for matching entitlement rules and SRDs, click the Qualification Details link on the
User Entitlement Validation form.
7. On the Entitlement Management Qualifications form, click the Help Text link to see the information more
clearly formatted.
Note
Although the entitlement cache is flushed when an entitlement rule is created or modified, you
can click the Flush Entitlement CACHE button on the User Entitlement Validation form to force a
flush of the cache. After the cache is cleared, users must reopen the Request Entry console to see
any changes.
Specifying entitlement information for a specific SRD

This topic describes how to create an entitlement rule for a specific SRD. For example, you might want to specify
that the Purchase an iPhone SRD applies only to the Executive Management or the Technical Writers group.
Recommendation
To limit the number of entitlement rules necessary in your organization, or to handle any global
entitlements, you can create entitlement rules that apply to multiple SRDs by category, package, or
qualification. For more information, see Configuring entitlement.
To specify entitlement information for a specific SRD

1. Open an SRD.
Console.
For types of searches you can use, see Searching for SRDs.
2. Ensure that the status of the SRD is offline.
You cannot add entitlement rules to SRDs that are online. For information, see Taking an SRD Offline.
3. Click the Entitlements tab.
4. If you are creating an SRD, click Refresh to make any default entitlement rules appear.
5.
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5. Click Add New Rule or Modify.

The Entitlement Rule dialog box appears.
6. To create an entitlement rule, perform the following steps:
a. Select the people qualification. To create a new people qualification, click Add. For information
about people qualification options, see Creating people qualifications.
Note
The content of the SRD Qualification Name field is preselected and cannot be modified. To
define an entitlement rule with a more generic SRD qualification, you must access the
Entitlement Console, as explained in Creating entitlement rules.
b. (Optional) To prevent the group or persons that you selected from accessing the SRD, select the
Exclusion Rule check box.
If you do not select this check box, the groups or persons that you selected are entitled to use the
SRD.
Example
To specify that EMEA (Europe, Middle East, and Asia) can use the current SRD, you select or
create Location - EMEA rule as the people qualification, and then you do not select the
Exclusion Rule check box.
c. Click Save.
7. Save the changes to your SRD.
The rule appears in the Entitlement Rules table.
8. If you are modifying an SRD, return the SRD to online.
Related topic
11.3.7 Configuring approvals for SRDs and requests

This section describes how to configure approvals for service request definitions (SRDs) and service requests.
Configuring approvals for service requests
Creating individual and group approvers
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You configure approvals to ensure that the appropriate people review, approve, and reject SRDs and service
requests. The default approval options in BMC Service Request Management are preconfigured in BMC Remedy
Approval Server. The approval server is shipped with BMC Remedy AR System and should be installed on the same
computer as BMC Service Request Management.
To use the default approval options, you use settings in the Application Administration Console and in the SRD.
Except in special cases, you do not configure anything in the approval server directly.
Note
You must have the SRM Administrator permission to configure BMC Service Request Management
approvals.
Warning
Do not modify or disable any of the default approval processes, rules, or chains. Doing so might break
functionality or cause unexpected behavior.

Configuring approvals for SRDs involves the following tasks:
1. Determine whether to use the Approval Server to specify approvers for the SRD. (See Defining service
request definition settings.)
2. Create individual and group approvers. (See Creating individual and group approvers.)
3. (Optional) Set up approval processes. (See Setting up approval processes for your company.)
4. (Level approval processes only) Create approval mappings. (See Creating approver mappings.)
5. Set the approvers on the Approvals tab of the Service Request Definition form. (See Setting approvals for an
SRD.)
Note
The use of SRD approvals cannot be enforced. To obtain approval for an SRD before it is deployed, the
Service Catalog Manager must set options on the Approvals tab when creating the SRD. In addition, if an
SRD is modified after it has been approved, no re-approvals are required.
This section discusses configuring approvals for service request definitions (SRDs), and introduces you to
approval states and process types.
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Approval states
Approval state transitions
Process types
Company versus global approval processes
Setting up approval processes for your company
Approval states
To configure the flow of approvals, you must define what approval is required for each state in the flow. The
states of SRDs use the settings defined in Status and Status Reason fields on the Approval Process Configuration
form, which is accessed from the Application Administration Console. (See Setting up approval processes for your
company.)
When the Status and Status Reason fields for the SRD record matches the value specified in the Begin column,
the approval process is started. Whenever the Status or Status Reason changes, the workflow searches the
Approval Process Configuration form to see if there are any approval mappings for the new Status and Status
Reason combination. If a mapping is found, the process name is returned to the SRD, and the application
command is issued to the Approval Server to start the approval process.
When the approval process starts, the Status and Status Reason fields cannot be modified. This prevents further
changes to the SRD until the approver submit a decision (approved or rejected).
Approval configuration records are mapped for SRDs by navigational categories, price information, and so on.
Approval states are as follows:
Begin This state is an indicator to the Approval Server for starting the approval process. For example, if
you set up Pending as the Status and Approval as the Status Reason for an SRD, the approval process does
not start until the SRD's Status and Status Reason fields match these values. The approval process, for
example, does not start when the SRD is in a Status of Draft.
Approved Based on the rules set up in the Approval Server, if one or all approvers have approved the SRD,
the Approval Server changes the Status and Status Reason fields values on the SRD record to match the
values you configure. At that time, the locked Status and Status Reason fields on those records are
unlocked and the requests go through the remainder of their life cycle.
Note
The Approved state is based on rules set up in the Approval Server (in the Rule Definition form ).
To access the Rule Definition form, select AP:Administration from the IT Home page. From the
Rule tab on the Approval Server Administration form, select a rule, and click View. For more
information about rules in the Approval Server, see BMC Remedy Approval Server.
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Rejected Defines the values of the Status and Status Reasons fields for SRDs if a record is rejected. For
example, you might want to set the Status back to Pending and the Status Reason to More Information if
the SRD is rejected.
No Approvers If the Approval Server does not find any of the mapped approvers, the Status and Status
Reason field values on the two forms are changed to the values specified.
Approval state transitions

When a SRD moves from state to state, the default workflow queries the Approval Process Configuration form to
find out which approval process to use, and executes it.
For example, when an SRD moves from the Draft state to the Service Request Definition - Level phase, the
Approval Server checks the approval process.
The Approval Server starts the approval process, and executes the rules in the order of the approvers who are
mapped to the approval phase.
The rules contain the qualifications that set up approvers for each phase of that process, and create the approval
detail and signature records for the SRD. If no approvers are mapped to the process, the SRD moves to the next
state. The following figure demonstrates this scenario.
SRD approval process
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If you enabled the Service Request Definition - Level process, you must set up the approvers using the Approver
Mappings form (see Creating approver mappings). This rule queries the form, using the appropriate criteria, find
the appropriate approvers, and add them to the SRD record as the approvers.
When the approver approves or rejects the SRD, the rules execute and set the next status defined in the Approval
Process Configuration form. (See Approval states.) Based on the process type, the Approval Server continues until
no approvers are found for the process.
Note
You can configure additional processes for your company, as needed. For example, you could create a
process that SRDs require approvals when they reach the Pending state. For more information, see
Setting up approval processes for your company.
Process types
BMC Service Request Management provides the following approval process types:
Ad Hoc
Level
These process types are used in the following default processes on the Approval Process Configuration form:
Service Request Definition - Ad Hoc The SYSTEM PHASE Ad Hoc approval process for SRDs. This process
provides routing authority to each approver without requiring the administrator to create approver
mappings for every individual or role. The Service Catalog Manager is the first approver. This person must
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specify the next approvers before he or she approves the catalog offering.
By default, the status of this approval process is Enabled.
Service Request Definition - Level Uses the data configured in the Approval Mappings form to determine
approvers. For more information, see Creating approver mappings.
By default, the status of this approval process is Offline.
These "best practice" processes are based on sample data like companies and support groups provided in the
Foundation. There is no separate configuration data for approvers. You can modify the sample processes, or
inactivate them and create approval processes and rules based on your business needs.
Note
Do not enable both SRD approval processes at the same time; otherwise, your SRD approvals will not
work as described. If you want to modify the default approval settings, enable only one SRD approval
process and set the other to Offline.
Company versus global approval processes

The default approval processes are designed for "global" use, and you should not need to create additional
approval configuration records.
If you need alternate process approval processes, create copies of these processes. (Do not modify the default
approval processes.) For detailed instructions, see Setting up approval processes for your company.
Company-based approval processes that you create take precedence over global approval processes. When an
SRD reaches an approval phase, the Approval Server first evaluates any company approval processes you have
created and ignores the global approval processes. If there are no company approval processes, the Approval
Server uses the global approval processes.
The following diagram demonstrates this scenario.
Relationship between company records and global approval process configuration
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Setting up approval processes for your company

If you do not want to use the default approval processes, you create a copy of an approval process (for example,
the Service Request Definition - Level approval process) and save it for your company. Then, the system
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automatically creates the remaining approval processes for your company, based on the default global settings.
You can edit these approval processes as needed.
Note
After you create company-specific approval processes, the global approval processes are no longer
functional for your company. As a result, if you disable the Service Request Definition - Level approval
process configuration record for your company and an SRD reaches the Service Request Definition Level phase, the Approval Server skips the company Service Request Definition - Level approval phase
(because it is offline). The Approval Server also ignores the global Service Request Definition - Level
phase (even if it is enabled), and the service request continues to the next state. To revert to the global
processes, set all the company approval process configuration records to offline.
You can have only one enabled approval process for global use or for each company. For example, you might
enable the Service Request Definition - Ad Hoc approval process. You can create additional phase approval
processes as needed, but they must be offline or in another state (for example, Proposed).
In a multi-tenancy environment, you can combine approval processes as needed. That is, you might decide
Company A needs custom approval processes, but Company B can use the default global processes.
Approval configuration records are mapped for SRDs using navigational categories, price information, and so on,
so you can configure several configuration records for a category or company.
To set up an approval process for your company

2. From the Application Settings list, choose Foundation > Advanced Options > Approval Process
Configuration, and click Open.
3. In the Approval Process Configuration form, enter information in the following fields:
Field name
Location
or tab
name
Action and description
Form
Name
Top of
form
Select a form from which requests are generated. For BMC Service Request Management, select the
SRD:ServiceRequestDefinition form. (SRM:Request is listed for legacy purposes. Do not use it for new process
approvals.)
Note: When you select a form name, category and total cost fields appear on the Additional Qualifications tab.
You will use these fields to map the approval configuration record to the SRD categories for SRDs.
Company
Top of
form
Select the company that will use this approval configuration record. This name maps to the name specified in the
Company field on the Delivery tab of the SRD record.
Note: BMC Service Request Management supports multi-tenancy, which means that you can configure different
approval configuration records for different companies. If you are defining an ad hoc approval, select Global. This
option makes sure that the service request goes to the Service Catalog Manager of the SRD, who would either
approve the request or route it appropriately.
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Field name
Location
or tab
name
Status
Top of
Select a status for the approval configuration record. Select Enabled to execute this approval configuration record.
form
If the process should not be available in BMC Service Request Management, select the appropriate status:
Proposed, Offline, Obsolete, Archived, or Delete.
Description
Top of
form
(Optional) Enter a description of this approval configuration process.
Phase
Name
Approval
Process
Type or select a value to indicate at which phase of the request this approval configuration record should be
executed. The phase name is associated with the company for which this approval is being defined.
tab
Process
Approval
Select the process that should be used for this approval configuration record from the list of processes you
Name
Process
tab
configured. See Company versus global approval processes.
Process
Type
Approval
Process
tab
A preconfigured corresponding process type that appears when you select the process name
Impacts
Approval
Status
Approval
Process
tab
Select Yes or No to indicate whether this approval configuration process impacts the approval status of the SRD.
Default
Process
Name
Approval
Process
tab
(Optional) Select another process from the list. In general, if no approvers are found for the Process Name, the
Default Process Name is checked, to see if any approvers can be found. If you clear the Default Process Name
field, when the SRD reaches the Service Request Definition - Level phase and values did not match the Approver
Mappings, the SRD will not have any fallback processes to use. The SRD moves to the next state.
Note: Do not select a process unless you specifically need one.
System
Approval
Flag
Approval
Process
tab
(Optional) To specify that no approvers can be mapped to this process on the Approval Mappings form, select Yes.
This field is blank by default.
Sort Order
Approval
Process
tab
(Optional) If you have multiple approval configuration records for a specific category, you can sort the execution
order.
4. Click the Status Flow tab to set up the approval cycle for the specific service catalog.
The states that appear in the Status menu lists are derived from the Status field of the Service Request
Definition form.
For example, an SRD starts in the Request for Approval state. The Begin column indicates the state that
starts the approval process.
If the SRD is approved, its Status changes to Deployed (as indicated in the Approved column).
If the SRD is rejected, its Status changes to Rejected (as indicated in the Rejected column). But you might
decide instead that the SRD should move back to the Pending state and that the Status Reason should be
More Information, or the Status might be Rejected and the Status Reason should be Cancelled.
You can set up the Status for an SRD if there are no approvers defined for it (for example, Deployed, as
indicated in the No Approver column).
For more information, see Approval states.
5.
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5. To create a status flow, follow these steps:

a. For the Begin state, define a status and a status reason (optional).
This field specifies which status starts the approval process.
b. For the Approved state, define a status and a status reason (optional).
If the SRD is approved, the Approval Server changes the status and status reason values on the
relevant form to the values you configure here.
c. For the Rejected state, define a status and a status reason (optional).
If the SRD is rejected, the Approval Server changes the status and status reason values on the
relevant form to the values you configure here.
d. For the No Approvers state, define a status and a status reason (optional).
If the Approval Server does not find any approvers, the Approval Server changes the Status and
Status Reason values on the relevant form to the values you configure here.
Note
For more information about approval process states, see Approval states.
6. Click the Additional Qualifications tab.

You can include other fields in a service request to qualify which approval process to use for a particular
request (for example, the Category 1 field or the Total Cost of the SRD).
Configuring approvals for service requests

This section discusses setting up approvals for service requests.
Setting approvals for a service request
Configuring custom approval chains
Configuring the auto-approval chain (advanced)
Setting approvals for a service request

When you create a service request definition (SRD), you specify the Approval Type option in the Service Request
tab in the SRD. This option defines the approvals required for the service request that a user submits.
Approval types
To set approvals for a service request
Approval types
The Manager, Person, and Group approval types are are preconfigured in BMC Service Request Management. The
Custom approval type requires additional configuration before you can use it.
The following table provides information about each approval type:
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Service request approval types

Approval
Type
option
Description
None
No approval is required.
Manager
Sends an approval request to management, according to the management level you specify. For example, if you specify 1 (the system
default), an approval request goes only to the requester's manager. If you enter 2, the next level of management must approve the
service request, and so on. The maximum number of approval levels is 5.
This functionality requires the requester's manager (and all necessary management levels) to be defined in the People form.
Person
Sends an approval request to any user defined in the People form that you specify. Add this user to the Approver field on the Service
Request tab in the SRD.
Group
Sends an approval request to group members with the Request Approver functional role. Add the group to the Support Group field on
the Service Request tab in the SRD.
Custom
Uses a custom approval chain that you associate with the approval process (or processes) of your choice. The custom approval chain
definition must have Selection Criteria that match information in the service request. The Custom approval type requires additional
configuration before you can use it.
When you select Custom, a Use Request Manager assignment option appears. If you select the check box, any ad hoc approval process
associated with the SRD uses the requester's manager as the first approver. This functionality requires the requester's manager to be
defined in the requester's People record.
To set approvals for a service request

1. Search for the SRD for which you want to define an approval type, select it, and click View.
3. From the Approval Type list, select one of the options.
4. Click Save.
Configuring custom approval chains

This topic explains how to create custom approvals by using approval chains. You must use an approval chain
when you set the Approval Type option to Custom on the Service Request tab in the SRD.
The following information is provided:
About approval chains
To configure a custom approval chain
To configure approvals based on user responses to questions
About approval chains

An approval chain associates a service request with an approval process (or processes). You can create a custom
approval chain to link different kinds of approval processes together so that they occur one after the other in
sequence. For example, you can configure an approval chain so that a service request must be approved first by
the user's manager and then by a group, such as IT.
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You can configure BMC Service Request Management so that one service request uses a particular approval chain
but another service request uses a different chain.
You can set workflow actions that occur when a particular result is returned from an approval process:
Set Fields action You can set values to fields on the application request (using a Set Fields action).
Next Process action You can add another approval process, including up to five total processes in a
chain.
Furthermore, you can run multiple actions for a particular approval result. For example, you might set certain field
values in the service request and run another approval process in the approval chain.
You can also use a user's response to questions to drive the selection of an approval chain. For example, you
create a service request definition (SRD) that asks the user to select one of two options in response to a question.
If the user selects option A, approval chain A is selected, triggering a specified approval process. If the user selects
option B, approval chain B is selected, triggering a different approval process.
You must specify a qualification in the Selection Criteria field to determine which approval chain is triggered
when a user submits a service request. The qualification might include the name of an SRD or information from
the service request. For example, if you enter Facilities in the Category 1 field, the approval chain applies to all of
the service requests in the Facilities navigation category. You can narrow the criteria further by entering a more
selective qualification.
The Order field controls the order in which the approval criteria are evaluated for a service request, with 0 being
the first. Use order value 0 for the most restrictive selection criteria, and higher order values for less restrictive
selection criteria, as follows:
Order
Selection criteria
'Status' = "Waiting Approval" AND 'SRD_Level' = "Gold" AND 'Price' >= "1000.00
'Status' = "Waiting Approval" AND 'SRD_Level' = "Gold"
'Status' = "Waiting Approval"
Recommendation
Define at least one approval chain with very general selection criteria to capture service requests that do
not meet the selection criteria of any other approval chain. Assign this approval chain a high Order value
so that it is only selected after the selection criteria of all other approval chains have been evaluated.
Note
Service requests that do not have an associated approval chain record will remain in the Waiting
Approval state indefinitely. This is an error condition.
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To configure a custom approval chain

2. Choose Service Request Management > Approval > Approval Chains, and then click Open.
Several approval chains are listed in the Approval Chains form. To ensure that default approval processes
work correctly, do not modify any of the system approval chains.
3. In the Approval Chains form, click Create.
4. In the Name field on the Approval Chain Definition form, enter a name for the approval chain.
6. From the Form Name list, select SRM:Request.
7. In the Company field, select Global, or select a specific company that will use this approval chain.
This name maps to the name specified in the Company field on the Delivery tab of the SRD.
8. Select a Status.
Leave the status Offline until you are ready to deploy it; otherwise, you might see unexpected results. Then,
set the status to Enabled so that the approval chain can be executed.
9. In the Selection Criteria field, enter a qualification for the service requests that you want the approval chain
to apply to:
a. Click the browse button (...) next to the Select Criteria field.
b. In the Service Request Approval Selection Criteria dialog box, enter information in the appropriate
fields.
c. Click Select.
10. In the Order field, enter an order for the approval chain.
11. Add a process to the approval chain:
a. From the Process Name list under the Add Process panel (at the right), select a process:
Service Request - Level uses approver mappings to determine approvers. See Creating
approver mappings.
Service Request - Management Chain uses a user's management chain to determine
approvers.
Service Request - Ad Hoc specifies the initial approver as the manager of the user who is
requesting the service. It is up to the manager to specify the next approvers before he or she
approves the service request.
b. If you select Service Request - Management Chain, enter the maximum number of levels for
approval.
c. Click Apply.
The approval process is added to the chain with four possible approval statuses:
Approved
Rejected
Cancelled
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Error
You can define an action for some or all of the possible statuses by adding another process to
the approval chain (step 12) or by adding a Set Fields action (step 13).
12. To add another process to the approval chain, complete the following steps:
a. Select an approval status in the approval chain tree (for example, Approved).
b. In the Add Process section, select a process from the Process Name list.
c. Click Apply.
The process is nested under the approval status that you selected.
13. To add a Set Fields action to the approval chain, complete the following steps:
a. Select an approval result in the approval chain tree (for example, Approved).
b. Click the Add Set Fields Action panel header (on the right side), and click Apply.
c. Select the new Set Field in the approval chain tree, and click Add.
d. In the Set Field Value dialog box, select a field from the form (for example, select the Status field or
Status Reason field to enter information about the service request).
e. In the Value field, enter the value you want to set in the field.
f. Click Save.
14. Click Save to save the approval chain.
15. If you created any Level approval processes, create approver mappings. See Creating approver mappings.
16. To use the approval chain in an SRD, set the Approval Type to Custom on the Service Request tab of the
Service Request Definition form. (See Setting approvals for the service request.)
To configure approvals based on user responses to questions

1. Create a standard SRD that uses a custom approval type.
2. Add a question to the SRD and map the question to a field on the SR Field Mapping tab.
The question type should be a menu, check box, or radio button, which requires a specific answer. For
example, map the Department menu question to the SR Type Field 1 field.
3. Include the field in your qualification in the Selection Criteria field of an approval chain. For example, if the
selection criteria for the custom approval was "SR Type Field 1" = 'Sales' and the user selects Sales for the
mapped question, this approval chain is used.
4. (Optional) Include the same field in the Selection Criteria of a different approval chain, using a different
qualification. For example, if the selection criteria for the custom approval was "SR Type Field 1" = 'IT' and
the user selects IT for the mapped question, this approval chain is used.
Configuring the auto-approval chain (advanced)

BMC Service Request Management is installed with an automatic approval chain that you can customize for your
use. The approval chain works with a preconfigured approval process and rule that you must enable. You might
want to use this approval chain in situations where approvals are based on the user's response to questions. For
example, you might use a custom approval chain that requires a manager's approval for a specific user response,
and then use the auto-approval chain for all other responses.
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Warning
You must carefully configure the Order and Selection Criteria in the auto-approval chain. Consider
keeping the Order value high and setting the Selection Criteria for a specific SRD. This will prevent
unintended automatic approvals of service requests that should require approval.
Note
To configure automatic approvals, you must have the following permissions:
BMC Remedy AR System Administrator or Approval Admin
SRM Administrator
To configure the auto-approval chain

1. From the Application Administration Console, modify the Selection Criteria for the SRM:Request_Auto
Approve approval chain.
2. From the Approval Administration Console, enable the out-of-the-box automatic approval process and
rule:
a. Choose Applications > Quick Links > Approval Administration Console.
b. On the Process tab, view the Service Request Auto Approve process and set the Status to Active.
c. On the Rule tab, view the SR Auto Approved rule and set the Status to Active.
Creating individual and group approvers

Before you configure the approval process, you must ensure that the approvers are defined in the system. When
defining approvers, remember the following tips:
You can add individuals or support groups as approvers.
Group approval requests are sent only to group members with the Request Approver or SRD Approver
roles.
If an individual approver is needed, only people defined in the People form can be chosen as approvers.
To create individual and group approvers

2. From the Application Settings list, choose Foundation > People > People, and then click Open.
3. In the People form, enter the person's information.
4. To include the person as a group approver, define the person as a member of the Support Staff.
5. In the Application Permissions area of the Login/Access Details tab, give the person the required BMC
Service Request Management permissions (for example, Service Request User).
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Note
The minimum requirement in BMC Service Request Management to approve service requests is
being registered as a user in the People form. Users with this level of access can view service
requests in the Request Entry console, but they must use Approval Central to approve them.
6. To include the person as a group approver, in the Functional Role Update tab of the Update Support Group
Membership and Roles form for support groups, give the person the Request Approver or SRD Approver
support roles.
7. Add any other permissions as necessary.
Creating individual mappings to work with level-type approval processes
Creating group mappings to work with level-type approval processes
8. Click Save.

To use the Level approval processes for service requests and SRDs, you must create approver mappings. As
shipped, the default Service Request approver is the requester's manager, which is based on the requester's
manager information defined in the People form. The default SRD approver is the Request Catalog Manager.
Use the Approver Mappings form to set up individuals and support groups as approvers for each approval phase
of service requests or SRDs, based on the approval process defined in the Approval Process Configuration form.
Note
Only default group chains, custom chains, and Service Request Definition - Level rules use the
information in the Approval Mappings form. (For information about custom chains, see Configuring
custom approval chains.)
To set up approver mappings, complete the following tasks:

1. Map approvers to approval phases.
2. Create individual or group mappings:
Create individual mappings.
Create group mappings.
Create inherent group mappings.
Mapping approvers to approval phases for level-type approval processes

The following procedure describes how to map approvers to approval phases for Level approval processes.
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To map approvers to approval phases

2. From the Application Settings list, choose Service Request Management > Approval > Approval Mappings,
and click Open.
The Approver Mappings form appears in New mode. The Additional Mappings area of the form is empty
until you select an item in the Approval Indicator field.
3. Enter information in the following fields:
Field
Approval
For
Select the type of approver:

Individual If you select this option, enter the individual's last name and press Enter. The Approver ID (or logon name)
is automatically completed. See Creating individual mappings to work with level-type approval processes.
Group If you select this option, the First Name, Last Name, and Approver ID fields are replaced by Support Company,
Support Organization, and Support Group Name.
Select values for each field. The items that appear in the Support Organization list depend on the option you select for
Support Company. The items that appear in the Support Group list depend on the option you select for Support
Organization. See Creating group mappings to work with level-type approval processes.
Inherent Group/Role If you select this option, the Inherent Group and Functional Role fields appear. See Creating
inherent group mappings.
Note: If you select the Group option, all people who belong to the support group and have the Request Approver or
SRD Approver functional role are set up as approvers. By default, only one approver in the group must sign off on the
approval before it can move to the next state, as described in Creating group mappings to work with level-type
approval processes. For information about modifying the If Multiple Approvers setting in the AP:Administration form,
see the information about roles in BMC Remedy Approval Server.
First Name
If you select Approval For Individual, this field appears.

Note: Enter part of first name of the approver and press Enter to quickly enter the approver's name.
Last Name
If you select Approval For Individual, this field appears. Use autofill to enter the approver's last name.
Approver
ID
If you select Approval For Individual, this read-only field appears. The Login ID of the approver automatically is included when
you select the approver.
Assignment
Availability
Select Yes or No to indicate if the individual or group is available for the assignment.
Status
Indicates the current status of the group or individual approving the service request or SRD. For the approver mapping to be
available, select a status of Enabled.
Approval
Indicator
Select which form this approver mapping will affect. For BMC Service Request Management, select one of the following
options to create approver mappings:
Service Request
Service Request Definition
When you select either of these options, the Mapping Criteria tab appears under Additional Mappings. This enables you
to map the approver to a category-cost combination.
Phase
Company
Phase company for this approver mapping. This option maps the approval phase to the approver.
Phase
Name
When you select a phase name, the Phase Company field is automatically filled.
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Field

Note: These phase name values are filled from the enabled approval process configuration data in the Approval Process
Configuration form.
Level
Specify the level of approval for the individual or group.
Description
(Optional) Enter a description for this approver mapping.
4. Click the Mapping Criteria tab to add additional criteria for navigation tiers, SRD information, and so on.
The Individual or Group approver defined is used only for service requests and SRDs matching this criteria.
5. Click Save.
Creating individual mappings to work with level-type approval processes

This topic describes how to configure individual approver mappings to work with the application.
To create individual mappings to work with Level approval processes

1. (SRD approvals only) Enable the Service Request Definition - Level phase.
a. From the Application Administration Console, click the Custom Configuration tab.
b. From the Application Settings list, choose Foundation >Advanced Options > Approval Process
c. In the Approval Process Configuration form, search for the SRD:ServiceRequestDefinition form
name.
The two SRD approval process configuration records appear.
d. Select the Service Request Definition - Ad Hoc approval configuration record, and select Offline for
the status.
e. Select the Service Request Definition - Level approval configuration record, and select Enabled for
the status.
This enables you to select the Service Request Definition - Level phase when you create an approver
mapping.
f. Save and close the form.
2. From the Application Administration Console, choose Service Request Management >Approval > Approval
Mappings, and click Open.
3. In the Approval For field, select Individual.
Note
To map an individual approver, you can select any individual who has a record in the People form.
It is not necessary to select a person with the SRD Approver functional role (for example, Allen
Allbrook). This example uses Ian Payment.
4.
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4. In the Approval Indicator field, select which form this approver mapping will affect (for example, Service
Request Definition).
5. In the Phase Name field, select which approval phase needs mapping in the application (for example,
Service Request Definition - Level).
6. Enter the remaining required information.
Depending on which mapping values you specify, different approvals are generated.
When approver mappings are created, you do not need to enter values in all the fields on the Approver
Mappings form.
Individual approval is generated on the basis of the approver mapping values at the top of the form and any
optional values at the bottom of the form (for example, if you enter a navigational category). Ian Payment is
the approver for all Service Request Definition - Level processes if none of the additional mapping values
are defined.
You can create multiple approver mappings. For example, you can configure a different approver to
approve SRDs that are "gold" level and cost over $500.00.
7. Save and close the form.
For SRDs, if you have not created any other approver mappings, when an SRD is promoted to the Request
for Approval state, the SRD cannot be deployed until the individual you set in this procedure approves the
request.
In addition, you can create a multiple-level approver mapping--where both Allen Allbrook and Ian Payment
must approve the SRD before it can move to the next state. Here you could set Allen Allbrook as 0 level and
Ian Payment as 1. In this example, Allen Allbrook must approve the SRD first. The Approval Server generates
a second approval for Ian Payment.
Creating group mappings to work with level-type approval processes

This topic provides an example of configuring group approver mappings to work with BMC Service Request
Management.
To create group approvers for SRDs, users must be members of the same support group (for example, IT
Hardware), and an approver must have the SRD Approver functional role. When an SRD requires group approval,
one group member must approve the SRD before it can move to the next stage.
When an approver list includes functional roles (for example, the SRD Approval functional role), specific settings
in the AP:Role form in the Approval Server determine whether the role is expanded to individual signature-line
records for each member of the role, or a single signature-line record is created for the entire role.
In the Approval Server integration with BMC Service Request Management, the SRD Approval functional role
maps to the SRD Approver role name in the Role form. (Select AP:Administration from the IT Home page. From
the Role tab, select a role, and click View.) In the SRD Approver role, group approvals by default require that only
one member of the support group must sign the approval to move the SRD to the next stage. For information
about how the All Must Sign and If Multiple Approver settings are used in the Approval Server, especially if you
require all members of a group to approve the request, see Setting up the approval process.
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To create group mappings to work with level-type approval processes

1. (SRD approvals only) Enable the Service Request Definition - Level phase.
3. From the Application Settings list, choose Foundation >Advanced Options > Approval Process
4. In the Approval Process Configuration form, search for the SRD:ServiceRequestDefinition form name.
The two SRD approval process configuration records appear.
5. Select the Service Request Definition - Ad Hoc approval configuration record, and select Offline for the
status.
6. Select the Service Request Definition - Level approval configuration record, and select Enabled for the
status.
This enables you to select the Service Request Definition - Level phase when you create an approver
mapping.
7. Save and close the form.
8. From the Application Administration Console, choose Service Request Management >Approval > Approval
Mappings, and click Open.
9. In the Approval Mappings form, search for any individual mappings, and select Offline for their status.
For the purposes of this example, do not combine individual and group approver mappings.
10. To begin creating an approver mapping, select Group in the Approval For field.
11. Select a Support Company, Support Organization, and Support Group, and select a support group that
includes people with the SRD Approver functional role.
For example, the IT Hardware support group should include both Allen Allbrook and Ian Payment.
Request Definition).
Service Request Definition - Level).
14. Enter the remaining required information.
Depending on which mapping values you specify, different approvals are generated.
When approver mappings are created, you do not need to enter values in all the fields on the Approver
Mappings form.
15. Click Save.
When an SRD is moved to the Request for Approval state, the SRD cannot be deployed until the support
group you set in this procedure approves the request.
16. To create a multiple-level group approver mapping, create another group approver mapping for another
support group, and set the Level setting to 1. After the first support group (level 0) approves the SRD, the
second level of approvers (level 1) must approve the SRD before it can be moved to the next stage.
Creating inherent group mappings

You can select a group to be an Approval group, and then you can select a functional role for the approval (for
example, Request Approver). This combination limits the individual approval entries to the Inherent Group.
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To create inherent group mappings

2. From the Application Settings list, choose Service Request Management > Approval > Approval Mappings,
and click Open.
3. In the Approval For field, select Inherent Group/Role.
The Approval Mappings form is redisplayed so that the fields to configure a group mapping appear.
4. In the Inherent Group field, select a service request management group.
5. In the Functional Role field, select one of the functional roles defined for service request management (for
example, Request Approver).
Make sure that you select an inherent group that includes people with the functional role.
Request).
Service Request - Level).
When you select a phase name, the Phase Company field is automatically populated.
8. Do not create any other mappings for now.
For example, let the Level field setting remain as 0.
9. Save the approver mapping.
If you disabled the individual approver mappings and you did not modify the default approval configuration
settings, the service request cannot be moved from the Waiting Approval status until this inherent
group/role approves the request.
Note
To create a multiple-level inherent group approver mapping, you could create another inherent
group approver mapping for another inherent group and set the Level setting to 1. After the first
inherent group (level 0) approves the service request, the second level of approvers (level 1) must
approve the service request before it can be moved to the next stage.
11.3.8 Working with surveys

This section contains instructions for creating and managing surveys. Surveys give the Service Catalog Manager
or Business Analyst an indication of customer satisfaction levels and how the service desk is performing.
Configuring survey questions
Defining behavior rules for surveys
Viewing survey results
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Use the Search for Surveys form to select survey questions for your requesters.
Note
You can add a survey to the SRD only if surveys are enabled in the Request Preferences form. See
Defining behavior rules for surveys.
To select surveys
If a default survey was created, its name appears.
3. To exclude a survey from this SRD, select Disabled from the Status menu.
4. To create a custom survey for this SRD, select Custom from the Configuration field.
Otherwise, the default survey is included with the SRD.
5. Click Select.
6. In the Search Survey form, select the company to which this survey applies, or select Global to make this
survey available to all companies.
7. To create a survey, click Create.
8. In the Configure Survey form, enter a name for your survey.
9. Click Save.
The dialog box closes and you are returned to the Search Survey form.
10. Click Manage Questions.
11. To create or modify questions in your survey:
a. Specify a locale, if your questions must be localized, for example, en_US.
b. Specify the numerical sequence, for example, 1.
c. Define the question.
d. Click Add or Modify.
Note
You can add up to 12 questions in a survey.
Configuring survey questions

Use the Search Survey form to set up survey questions for your requesters.
You can configure BMC Service Request Management to automatically send a survey for a specific company or
select Global to make the survey available to all companies when a service request is resolved.
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Note
You must have the Service Request Management Administrator permission to access this form from the
Custom Configuration tab. However, the Service Catalog Manager can create questions "on the fly" in
the Search Survey form when working with an SRD (in the Service Request tab).
To configure survey questions

2. From the Application Settings list, choose Service Request Management > Advanced > Survey
3. From the Search Survey form, select the company to which this survey applies, or select Global to make
this survey available to all companies.
5. From the Survey Configuration dialog box, enter a name for your survey.
6. Click Save.
7. From the Search for Survey form, click Manage Questions.
8. From the Manage Questions dialog box, perform these steps to create or modify questions in your survey:
a. Specify a locale, if your questions must be localized (for example, fr_FR).
Note
To display the questions in the specified locale, the locale must also be specified in User
Preferences. For more information about setting user preferences, see Setting user
preferences for the Request Entry console.
b. Specify the numerical sequence.

c. Enter the question.
Note
If you configure fewer than four survey questions, the undefined question boxes are displayed to
requesters as read-only boxes without questions.
Defining behavior rules for surveys

Use the Surveys tab in the Request Preferences form to set up behavior rules for surveys on a per-company basis.
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To define survey rules

2. From the Application Settings list, choose Service Request Management > Advanced > Preferences, and
click Open.
3. From the Request Preferences form, click the Surveys tab.
4. Select Global or the specific company to which this rule applies.
6. In the Status field, select Enabled if you want this categorization entry to be available to users; otherwise,
select a different status.
7. Define survey rules:
Enable Survey Select Yes if you want requesters to receive surveys after their requests have been
resolved.
Last Surveyed Days Select the number of surveys that are sent to a user each day.
Enter 0 to specify that the survey is sent every time a service request reaches the Completed status.
Enter 1 (the default setting), for example, for the survey to be sent once every 24 hours when a
service request reaches is completed.
Tip
Do not send too many surveys to users.
8. Click Save.
Viewing survey results

You can view survey results by running the Survey Results Detail report from the AR System Reporting Console.
Note
You must have correct permissions to run the report. For more information, see Predefined reports.
To view survey results

1. From the IT Home page, select Applications > Quick Links > AR System Report Console.
2. Select the Survey Results Detail report and click Run.
You can export the report or print it, as explained in Generating a standard report.
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11.3.9 Using the Service Request Designer

This section describes how to use the Service Request Designer to create SRDs. The following topics are
provided:
Starting the Service Request Designer
Completing the Description section
Completing the Fulfillment Process section
Completing the Approvers section
Completing the Entitlements section
Completing the Options section
Completing the Deployment section
The Service Request Designer provides an easy-to-use wizard interface for Service Catalog Managers and
Business Analysts to create or modify requestable services (SRDs).
For more details about creating SRDs, see Creating service request definitions.
Note
You must have the Service Catalog Manager permission to create SRDs.
The Service Catalog Manager or the Business Analyst can use the Service Request Designer to specify the
definitions, processes, entitlements, approvals, and so on for a requestable service (SRD). The requestable service
is a type of service offering, communicated to users as a service request through the Request Entry console.
From start-to-finish, the Service Request Designer steps you through the process of adding the following
functions to your requestable service:
Service request description (for example, company, title, graphic, and so on)
Service categories
Service request details hidden or visible to users
Notification sent to users
Fulfillment process used by the requestable service (including quick launch PDTs)
Questions and mappings added to the requestable service
Service request approvers
Packages and entitlements
Note
The Service Request Designer does not support adding a survey to an SRD or specifying an SRD as a
System Request in the Request Entry console. To perform these tasks, you must use the Service Request
Definition form.
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Some functionality in the Service Request Designer requires advanced permissions for you to access. For
example, for Request Catalog Managers to access the Manage Categories button on the Description - Details
panel, they must have SRM Administrator permission. The Manage Processes button requires Request Catalog
Manager permission and the Manage Entitlements button requires Entitlements Administrator permission.
If a stage requires validation, the Service Request Designer validates it in the creation of a requestable service,
before you can advance to the next panel. Not all stages require validation (for example, the Options stage or the
Entitlement stage). Clicking the Next button advances you to the next step of the wizard after you have passed
validation. You can click the Back button to return to earlier stages in the process.
You should have already created the underlying application templates, AOTs, and PDTs that you want to use in
the requestable service.
Note
If you are a Business Analyst, you can create SRDs only by using the Service Request Designer, and you
can view only SRDs that you created. Also, you cannot view SRDs that have a status of Cancelled or
Expired. Request Catalog Managers can create SRDs by using the Service Request Designer or the
Service Request Definition form, and can view all SRDs.
Starting the Service Request Designer

1. In the IT Home Page, under the BMC Service Request Management heading, click the Service Request
Designer link.
2. On the Start panel, create or modify the requestable service.
To modify requestable services to which you have access, click Modify. You can filter the search results by
entering a search string and then clicking Search.
3. Click Next.

To continue the procedure, go to Completing the Description section.
Completing the Description section

This topic describes the information to enter in the Description section of the Service Request Designer.
Before you begin

Start the Service Request Designer.
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To complete the Description section

1. On the Description - Details panel, enter or specify the following information:
Field
Description
Company
(required)
Specify the company the requestable service is tied to. The user must belong to this company to see the requestable service.
If the requestable service is Global, all users have access to it.
Note: If guest users must be able to access the SRD, select Global.
Title
(required)
Enter a descriptive title for the requestable service.

Description
Enter a brief description of the service.
(required)
Note: Only 255 characters can be displayed on the Request Entry console. Any text greater than 255 character is indicated by
ellipsis points (...), although you cannot access this text in the Console. In addition, you can enter any value that can be read
by a browser. For example, you can enter the URL of your company or the URL for a form on the web. The content appears in
the Description field when requesters access the requestable service. For example, you could add the following JavaScript
snippet: <a href="#" onClick="window.open('http://www.bmc.com', 'win'); return false">.
If you want to enclose a string in the description in greater than (>) and less than (<) sign, use encoded text ( > for >, and <
for <); otherwise, browsers will interpret the greater than and less than signs as valid HTML markup if the description is
Note: The use of end of line (EOL) characters, such as \r and \n in formatting the description is not supported. Instead, use the
HTML tag <br> to specify a line break.
Warning: The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>, in the Description
field of SRDs is not supported.
Category
Specify the category type that applies to the requestable service (for example, Telecommunications Services > Conference
Calling > Conference Call Setup).
2. Click Manage Categories to create or modify a category.

You can view this button only if you have SRM Administrator permissions.
3. Click Next.
4. On the Description - Additional panel, enter or specify the following information:
Field
Description
Instructions
Enter instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are
requesting a service in the Request Entry console.
Keywords
Enter aliases (keywords) used to search for requestable services in the Request Entry console. Requesters can enter these
keywords when they search for services in the Request Entry console.
Cost
Enter the cost budgeted for this requestable service. Cost can be linked to service targets.
Price
Enter the actual price of this requestable service. To select a currency other than the default currency that appears in the
Price field, select a currency from the Price field's drop-down list. This is the currency that appears on the Request Entry
console and the service request. When a user submits a request from a Delivery SRD, the service offering price is passed to
the fulfillment application. If the request is added to the cart or saved as a draft, the administrator for the Atrium Service
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Field
Description
Catalog can change the price in the Atrium Service Catalog, and the price is reflected on the SRD. After the request is
submitted, the price can no longer be changed.
Note: For consistency, make sure that the currency for the price in the SRD and the corresponding service offering (in the
Atrium Service Catalog) are the same. If service requests in the cart on the Request Entry console are shown with different
currencies from each other, the total price is calculated based on the currency ratios. For information about configuring
currency ratios, see Creating currency exchange ratios.
Turnaround
Time
Define turnaround time for this requestable service in Hours or Days. Turnaround time is used to calculate the expected
completion date of the service request.
Note: To calculate the expected completion date accurately, business hours and holidays must be configured. For
information about configuring business hours and holidays, see Configuring business hours and holidays.
Level
Select the service level for the requestable service (for example, Gold, Silver, or Bronze) as configured by the application
administrator. See Defining SRD levels.
Image
Specify which image appears to users in the Request Entry console.
Advanced
Interface
Form
If you want to use an advanced interface form, specify it in this field. If you select an advanced interface form, the Fulfillment
Process - Questions panel will not be available. (Questions and advanced interface forms are mutually exclusive.)
Service
(optional) Select an Atrium Service Catalog service to which you want to link the SRD. If you do not select a service, the
default global service is applied after you save the SRD.
Note: When you create an SRD, a requestable offering is automatically created in Atrium Service Catalog. For more
information, see How service request definitions are related to Atrium Service Catalog.
Service
Offering
(optional) Select an Atrium Service Catalog service offering to which you want to link the SRD. If you do not select a service
and service offering, the default global service and service offering are applied after you save the SRD.
Offering
Type
(optional) Select the type of offering for the service:

Delivery The SRD (Requestable Offering) is used to activate the Service Offering (for example, initially setting up the
equipment to use a phone service). Users pay an activation fee only once. You can have only one Delivery SRD for each
service offering.
Transactional An SRD (Requestable Offering) used to make a request which is associated with a Service Offering (for
example, phone service, internet, and so on), or an SRD used to make any other request. You can have multiple
transactional SRDs for each service offering.
Note: (Version 8.1.01 and later) Each Transactional SRD can be related to multiple service offerings. If you select a new
service offering and save the SRD, the previous service offering relationship is not deleted. Instead, the new service
offering is added to existing relationships, although you cannot see the multiple relationships from the SRD. You must
administer your Transactional SRDs as request actions in the Atrium Service Catalog.
5. Click Next.

To continue the procedure, go to Completing the Fulfillment Process section.
Completing the Fulfillment Process section

The topic describes how to complete the Fulfillment process section of the Service Request Designer.
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Before you begin

Complete the Description section.
To complete the Fulfillment Process section

1. On the Fulfillment Process - Process panel, select a process and then click Apply.
Your choice appears as the current fulfillment process. If you change your mind, you can select a different
process from the table and click Apply.
You can also filter the processes shown in the table by entering a search term and then clicking Search.
Note
To create or modify a process, click Manage Processes. You can use this button only if you have
Request Catalog Manager permissions. For more information about using the process definition
template form, see Creating a standard PDT.
2. Click Next.
3. On the Fulfillment Process - Questions panel, create or add questions to the requestable service.
a. Click Questions in the navigation tree.
b. Click Add Question.
c. Select New Question from the navigation tree.
d. Define the Question Text.
Alternatively, you can select a question from the Select From Library list, and go to step g.
If you want to enter the greater than (>) or less than (<) sign in the Question Text field, use encoded
as valid HTML markup if the question text is included in a URL.
e. Select a question format (for example, Text or Menu).
f. (Optional) In the Category field, select or enter the category that the question will be classified with.
Note
You can use this field to select or enter information to categorize questions in the
Questions Library. Then, you receive lists of questions by category instead of a single long
list of questions when you select a question from the library in the Question Management
form (which you can open from an SRD). You can categorize questions for each fulfillment
application or any other grouping that works for your organization.
g. Specify whether the question is Required or Hidden.
h.
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h. Based on the question format, specify the question details.

For example, a Text question requires that you define the Default Response, the Number of Text
Rows, and the Limit Input Length.
i. Click Apply to create your question.
j. (Optional) Click Add Condition to dynamically define additional questions that appear in the context
of the answer. (For more information, see Adding branch conditions to questions.)
k. (Optional) Click Update Library to add the question to the Questions Library.
Note
When you add a question to the Questions Library, conditions added to the question are
not stored with the question in the Questions Library.
l. Specify the order in which the questions will appear in the SRD (when it appears in the Request Entry
console) by selecting the question and clicking the Up and Down buttons.
m. To remove a question from the list of available questions, select it from the navigation tree and click
Delete.
4. Click Next.
5. On the Actions panel, you can create actions to automatically pass on values from a fulfillment application
form or a custom form to the request form as responses to questions.
For more information on actions, see Autofilling responses in an SRD.
6. On the Fulfillment Process - Mappings panel, map the variables you created in the PDT to questions, text,
or Service Request form fields.
Note
You do not see this panel if you select a Quick Link PDT or if you select a PDT that does not have
any target mappings associated with it.
a. Select one of the variables.

b. In the Mapping Details area, complete one of the following steps:
7. Select the Question option, and choose one of the questions you previously defined.
Make sure that the available questions you select will map to the intended data targets. For example, the
question ("What kind of chair do you want?") corresponds to the Description data target. If not, you must
create a question.
Specify whether the question must be answered by the answer (select User Displayed Response) or the
data is internal (select Internally Represented Response). To understand the restrictions for these options,
see Question format restrictions.
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Click Advanced Mappings to concatenate inputs. (See Concatenating multiple inputs.)
8. Click Next.
9. (Optional) On the Fulfillment Process - Service Request Field Mappings panel, map fields on the Service
Request form to questions, text, or other Service Request form fields.
a. Select one of the fields.
b. In the Mapping Details area, select one of the following options, and click Apply:
c. Select the Question option, and choose one of the questions you previously defined.
Click Advanced Mapping to concatenate data into one SR field. (See Concatenating multiple inputs.)
Map other fields as needed.
10. Click Next.

To continue the procedure, go to Completing the Approvers section.
Completing the Approvers section

This topic describes how to complete the Approvers section of the Service Request Designer.
Before you begin

Complete the Fulfillment Process section.
To complete the Approvers section

1. On the Approvers panel, select who must approve the service request when it is submitted.
Note
When creating a requestable service using the Service Request Designer, the default approval
process of Set Using Approval Engine is used for approving the requestable service. If you use the
Service Request Definition form to create requestable services, more options are available for
approving the requestable service.
2.
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2. In the Approval Type field, select one of the following values:

None No approval chain record is associated with the service request when it is submitted.
Manager Enables you to specify how deep you want to go in the management approval chain. For
example, if you use 1 (the system default), the chain extends only to the user's manager. If you enter
2, the next level in the management chain must approve the upgrade, and so on. The maximum
number of approval levels is 5.
Person Enables you to send the service request for approval to any user defined in the People
form. Click Select to search for any user available in the People form.
Group Enables you to send the service request for approval only to group members with Request
Approver roles.
Custom Enables you to use a custom approval chain ( not one of the approval chains installed with
the application). This custom approval chain definition must have a Selection Criteria that matches
the requestable service. For information about approval chains, see Configuring custom approval
chains.
Note
Approvals for the SRD use the default approval process, which is determined by the Service
Request Definition form. See Defining service request definition settings.
3. Click Next.

To continue the procedure, go to Completing the Entitlements section.
Completing the Entitlements section

This topic describes how to complete the Entitlements section of the Service Request Designer.
Recommendation
To limit the number of entitlement rules necessary in your organization, or to handle any global
entitlements, you can create entitlement rules that apply to multiple SRDs by category, package, or
qualification. For more information, see Configuring entitlement.
Before you begin

Complete the Approvers section.
To complete the Entitlements section

1. (Optional) On the Packages panel, associate one or more packages with the SRD:
a.
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1.
a. To associate a package, select it from the Available Packages table, and click Add.
You can also drag and drop packages from the Available Packages table to the Associated Packages
table.
Packages that are related to the Company for this SRD are listed in the Available Packages table.
b. To filter the packages listed in the Available Packages table, enter a word or string in the Search field,
and press Enter.
2. Click Next.
3. On the Entitlements panel, select which users are entitled to view and request the service.
Add or remove entitlements to the requestable service as needed. See Configuring entitlement.
4. Click the Manage Entitlements button to create or modify an entitlement.
You can view this button only if you have Entitlements Administrator permission. For more information, see
Configuring entitlement.
5. Click Next.

To continue the procedure, go to Completing the Options section.
Completing the Options section

This topic describes how to complete the Options section of the Service Request Designer.
Before you begin

Complete the Entitlements section.
To complete the Options section

1. On the Hide/Show Details panel, select which items are visible to users when they request this service.
Section
Field
Description
Review a
Service
Turnaround
Time
Defines turnaround time for this requestable service in Hours, Days, Months, or Years in the Review a Service
stage. Turnaround time is used to calculate the expected completion date of the service request.
Note: To calculate the expected completion date accurately, business hours and holidays must be configured.
For information about configuring business hours and holidays, see Configuring business hours and holidays.
Price
Actual price of the service request
Expected
Completion
Date
Required
Phone
Phone number of the user
Email
Attachment
Enables users to add an attachment to the service request
Instructions
Instructions that you want requesters to view. Requesters see your text in the Provide Information stage when
they are requesting a service in the Request Entry console.
Provide
Information
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Quantity
Number of items for the request, such as the number of items in a purchase request
View a
Service
Name of service request coordinator overseeing the request
Request
Coordinator
Approvals
Shows the Current Approvers section on the Request Entry console. This section lists the approvers for the
selected request and includes a More Info link that allows users to see the approvals for the request.
Additionally, the Approvers tab becomes visible on the Request Details form.
Request
Details
End User
Process
Shows the Process View tab on the Request Details form. If you clear this field, the Process View tab is hidden
from users who do not have Service Request User or SRM Administrator application permissions.
View
2. Click Next.
3. On the Notifications panel, specify the states when notifications for the service request are sent to users.
By default, the following actions trigger notifications:
Notify End User on Complete
Notify End User on Pending
Notify Assignee on Assignment
Notify Approver on Waiting Approval
You can add additional states (for example, Notify End User on Submit).
4. Click Next.

To continue the procedure, go to Completing the Deployment section.
Completing the Deployment section

This topic describes how to complete the Deployment section of the Service Request Designer and complete the
creation of the SRD.
Before you begin

Complete the Options section.
To complete the Deployment section

1. On the Submit Service panel, enter the service deployment start and expiration dates.
2. Select the company and name of the Request Catalog Manager to review the service request.
Specify the user with Request Catalog Manager permissions who must first review and approve the
requestable service before it is deployed to the organization.
By default, these fields are set to the user creating the requestable service. Before submitting the
requestable service, make sure that you set these values to that of a Request Catalog Manager.
Note
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When the Company field is populated, the menu attached to the Name field consists of all users
belonging to the selected Company, not just Request Catalog Managers. Therefore, when
creating the requestable service, you must know who your specific Request Catalog Manager is,
and populate these fields correctly.
3. (Optional) In the Reopen Request field, select Reopen Fulfillment Process or Create New Work Order.
Selecting Reopen Fulfillment Process performs the following actions:
Restarts the previous fulfillment process, if the process resulted in only one process step, such
as a single incident or change request, that has not been closed. If the incident or change
request is closed, a work order is created. If the status of the incident or change request is
Resolved, it is reopened.
Creates a Work Order, if the process resulted in multiple process steps, such as a combination
of a change request and a work order in sequence
Selecting Create New Work Order always creates a Work Order.
4. (Optional) To build the SRD in stages, enter all the required information, and click Save.
You can edit the SRD as needed before submitting it for approval.
5. If you are sure that you are finished with the details of your SRD, click Submit.
After it is submitted, no further updates are permitted to the requestable service until the approval process
is complete. When it is approved, the requestable service is deployed.
6. Click Save.
11.4 Setting up the Work Order Management application

This section describes the configuration and administration tasks in Work Order Management.
About the Work Order form
Work Order form Best Practice and Classic views
Adding or modifying a customer profile
Managing service targets in Work Order Management
About work order status transitions
Viewing the audit log
11.4.1 About the Work Order form

The Work Order form is used to manage a work order and track its progress from initiation to completion. Work
Order Management can be defined to fulfill service requests, similar to the other fulfillment applications. The
Work Order form is also used to assign tasks to different support groups.
Before you begin searching, creating, or modifying information in the Work Order form, you must understand the
information relationships among the different areas of this form.
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First, you must create assignment mappings to assign a work order to a support group, to an individual, or to
both. An individual in the support group must assume the functional role of Work Order Assignee. Assignment
mappings can be created for work order assignees. For information about functional roles and assignment
mappings, see User access to application consoles and functions and Configuring work assignments.
A work order can result due to an incident, a modification to a configuration item, or a known error correction as
a result of problem investigation.
Reviewing work orders in the SRD architecture model
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11.4.2 Work Order form Best Practice and Classic views

BMC Service Request Management provides the following ways to view the Work Order form:
Classic view
Best Practice view
The system administrator configures the view that users see.
Note
In procedures, if there is a difference between how you do something in the Best Practice view and how
you do it in the Classic View, only the Best Practice method is described.
Classic view
The Classic view is provided for customers who are upgrading from earlier versions of the application and who
are not yet ready to adopt the Best Practice view.
Best Practice view

The Best Practice view is an improved version of the Work Order form. In this view, the fields most commonly
used for resolving and for updating work orders are immediately visible. You can access additional, less frequently
used functionality from the tabbed sections of the form or from the links in the navigation pane.
The Best Practice view is the default and is recommended for all Work Order Management users, regardless of
their role.
The following table describes the benefits of the Best Practice view of the Work Order Request form in BMC
Note
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In the table that follows, the Navigation pane links are not mentioned if they are available from the
Navigation pane in both views, even if the link is accessed from a different group on the Navigation
pane.
Benefits to the Best Practice view of the Work Order Request form
Feature
Classic view
Best Practice view
Benefits of Best Practice view
Customer
Information
(Requested
For)
Fields on
Requester tab:
Fields on Main view:
Type ahead
In the Best Practice view, the fields are displayed in the order in which
the information is obtained, which helps you to complete the fields in
the correct order. It also reduces the time needed to register a work
order, because there is no need to open multiple tabs to complete the
registration.
Auto-complete / quick search

on Enter
The customers start the customer call by introducing themselves.
Company
Requested For
First Name
Middle Name
Last Name
Phone Number
Email
Organization
Department
Company
A menu enables
you to select
company
A menu enables you to select

company
Customer
Type ahead (accepting
different input like
name,e-mail address, and so
on)
Quick search by typing the
first characters of the primary
The number of fields is reduced but the information is still accessible

from tooltips and from opening the customer record.
Terminology is aligned with BMC Service Desk: Incident Management.
In BMC Service Request Management 7.6.04 and later, the letters VIP or
the word Sensitive appears in bold and red if the customer record is
flagged as such.
search field. Primary field,

which can be set to email
address, first name, last name,
telephone number, or
corporate ID
Tooltips display additional
customer information
including telephone, email,
and organization Icon to
launch customer search
window
Quick erase icon
Note: Clicking the chevron in
the upper right corner of this
section enables you to show
the customer phone and site
information for just this work
order record.
Contact
information
(Requested by)
Fields on
Requester tab:
Company
First Name
Middle Name
Last Name
Phone Number
Email
Organization
Field on Main view:
The fields appear in the order in which the information is obtained.
Contact
The number of fields is reduced but the information is still accessible

from tooltips and from opening the customer record.
Type ahead (accepting

different input like
name,e-mail address, and so
on)
A quick search by typing the
first characters or digits of the
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Feature
Classic view
Best Practice view
Department
primary search field. Primary
Support
Organization
search field can be email

address, first name, last name,
Support Group
Name
telephone number, or
corporate ID.
Tooltip displays additional

information
Icon to launch customer
search window
Quick erase icon
Note: Clicking the chevron in
the upper right corner of this
section enables you to show
and modify the contact
phone and site information
for just this work order
record.
Notes
(Detailed
Description)
Field on Main
view:
Field on Main view:
The fields are displayed in the order in which the information is

obtained.
Notes
Detailed
Description
After identifying themselves, the customers describe their issue in detail.

Terminology (field labels, and so on) is aligned with BMC Service Desk:
Incident Management
Template
Available as a
link under the
Functions menu
on left side of
the view.
Field on Main view:

Template
In the Best Practice view, templates are available from a field on the
Main view to encourage the use of this feature. Using templates reduces
registration time and the average incident handling time.
Type-ahead
Fields are displayed in the order in which the information is obtained.
After the customer describes the issue, the user can determine whether
a relevant template is available.
Note: You can apply templates only when you create a work order
request, not when you modify one. BMC recommends that you focus
on educating the service desk staff to apply the correct templates
during creation. This focus ensures that you leverage the reduction in
registration time, specific assignment settings, and the reduction in
resolution times.
If the service desk staff do not apply the correct templates during
creation of incident requests, offering template application during
modification is a workaround that significantly reduces the positive
impact that using templates has on an IT organization.
Summary
Field on Main
view:
Field on Main view:
Summary
Now that the work order request is understood, it can be summarized,

or, in case a template was applied, the summary can be updated if
necessary.
Summary
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Feature
Classic view
Best Practice view
Work Order
Field on Main
Field on Main view:
Type
view:
Work Order Type
After summarizing the request, it is categorized (General or Project).
Field on Main view:
Support Group
The number of fields is reduced to improved readability. Information
Work Order Type

Request
Fields on
Manager
Assignment tab:
Support
Company
Support
Organization
Support Group
Name
Request
Manager
Service
Field on Main view:
Categorization
tab:
Service
Service context
widget can be
launched to
display essential
status info about
selected service
Fields on
Assignment tab:
Support
Company
Support
Organization
Support Group
Name
Request
Manager
Status
Field on Main
view:
Status
Status Reason
Now that the work order request is summarized, the request manager is
specified.
Request Manager
Type ahead
Auto-fill of support group, if
not had been selected before
Field on
Service
Request
Assignee
can still be completely specified.

Type ahead (by way of the
support group name)
Quick search
Hierarchical menu field to
select support group
This field was moved to the Main view, because the information it
contains is considered key information.
View Business Service icon

allows to display
configuration details of
selected service
Service context widget can be
launched to display essential
status info about selected
service
Displaying configuration details of selected service allows IT staff to

review whether correct the service was selected.
Field on Main view:
Support Group
After the service is specified, the request assignee can be specified (if
manually selected).
Type ahead (by way of the

support group name)
Quick search
Hierarchical menu field to
select support group
The number of fields is reduced to improved readability. Information

can still be completely specified.
Request Assignee
Type ahead
Auto-fill of support group, if
not had been selected before
Field on Main view:
Status
Status Reason
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Feature
Classic view
Best Practice view
Priority
Field on Main
Field on Main view:
view:
Priority
Priority
Vendor
Fields on
Fields on Main view:
Key fields about references to external tickets were added to the Main
Vendor Group
view. This was done because they are part of the key information that
should be immediately available when reviewing a work order. This also
Assignment tab:
Vendor Group
Vendor Ticket
Vendor Ticket Number
improves consistency with the BMC Service Desk Incident Request

form.
Fields and table
Fields and table on Work Detail tab
Key work order request information includes Work Info entries.
on Work Info
tab:
(shown initially):
Number
Work Info
Work Info type

Date
Source
Summary
Details
Attachments
Locked
View Access
Operational
Categorization
Fields on
Categorization
tab:
Tier 1
Tier 2
Tier 3
Reduction of fields to enter Work Info entries simplifies user interaction.

Notes
First attachment
Additional fields hidden in More
Details expand area:
Work Info type
2nd and 3rd attachments
Locked
View Access
Fields on Categorization tab (if

configured to be displayed):
Tier 1
Tier 2
Tier 3
Type-ahead available for all
fields.
Using the Notes field and one attachment field and the Add button, you
can create multiple Work Info entries prior to saving the ticket.
Additional fields are only shown when More Details area is expanded,
reducing complexity of the UI.
Usability around Work Info management has been significantly
improved, for example, by reducing the number of windows that you
must open.
Research suggested that most of BMC's customers use the operational
categorization fields only sporadically. This means that even when the
fields are completed, they cannot be used for reporting, because they
are not consistently completed.
Based on this, access to the fields was moved to a tab, which you
configure to appear or be hidden, according to your organization's
needs.
Note: You can specify the operational categorization values for each
template.
Product
Categorization
Fields on
Categorization
tab:
Tier 1
Tier 2
Tier 3
Product Name
Model/Version
Manufacturer
Tasks
Relationships
Tables on Tasks
tab
Fields on Categorization tab (if

configured to be displayed):
Tier 1
Tier 2
Tier 3
Product Name
Model/Version
Manufacturer
These fields were moved to the Categorization tab, because using the
CMDB is a better way to perform grouping, trending, and assignment.
This, and wanting to reduce the registration time of new incident
request records, means that now the product categorization can
automatically be completed based on the product categorization of the
related service.
Type-ahead available for all

fields. Auto-complete and
pre-fill available for Product
Name
Tables on Task tab
Space available on the screen to display tasks is bigger, leading to

improved usability.
Table and fields on Relationship tab
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Feature
Classic view
Best Practice view
Table on
The Object menu and Search Text field in Create Relationships area
Relationships tab
simplifies creation of relationships to CIs, work orders, and so on, and

reduces the number of windows that open.
There are icons that you click to view related objects and to delete
relationships.
Date/System
Available on
Available on Date/System tab
Blank
Date tab
11.4.3 Adding or modifying a customer profile

This section describes how to add and update customer profiles.
Configuring the search type for Customer and Contact fields
Configuring the People form to appear when selecting customer or contact
Before you can create a work order, the customer must be listed in the People database. Customers are usually
added to the People database by the administrator, as described in Adding people information. However, if a
customer is not listed in the database, you can add a customer's profile from the Work Order form.
You can also modify the customer and the contact phone number and site directly on the Work Order form. A
modification directly on the Work Order form, however, applies only to the current work order; it does not
update the People record permanently.
To update the People database permanently, you can open the People form from the Work Order record, as
described in the following procedure.
To add a customer profile

2. Click Create to create a work order.
3. Click the Customer Search button
4. On the People Search form, click Create.

5. On the People form, complete or modify the required fields, and click Save.
If you are adding a customer record, you do not need to add all the information for this individual's profile,
only what is necessary to submit the record.
Note
You cannot define a Support Person record here. For more information, see Adding a support staff
person.
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If you are adding a customer, the status of the person you added has a default value of Proposed. Your
People/Contact administrator must verify those in Proposed status, update them to Enabled, and add any
other information that is necessary.
6. To clear the Customer or Contact field and enter a different name, click the Clear Field icon
Note
If you are using the Classic view, click Create on the Customer tab to add a customer profile.
To modify a customer profile

2. Open a current work order that belongs to the customer whose profile you are modifying.
3. Click the Details button
4. In the People form, make the necessary changes.

5. Click Save.
6. To clear the Customer or Contact field and enter a different name, click the Clear Field icon
Note
If you are using the Classic view, click Modify on the Customer tab to modify a customer profile.
Configuring the search type for Customer and Contact fields

From the Work Order Settings form, you can configure which of the People form fields the application searches
against when the user types information into either the Customer or the Contact field. This lets the user type
some information in the field and then press Enter to return a list of partial matches from which an exact match
can be chosen.
You can configure the Customer and the Contact fields to search against one of the following People form fields:
Corporate ID
First Name
Last Name
Internet Email (default)
Login ID
Phone Number
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For example, using the default configuration, the application searches against the Internet email address that
appears on the People form.
To configure the search type for Customer and Contact fields

2. From the Application Settings list, choose Service Request Management > Work Order > Work Order
Settings, and then click Open.
3. Click Show Settings to populate the fields with the current setting.
4. From the Customer and Contact Search Type list, select the type of search you want.
5. Click Add/Modify Settings to save the setting.
Configuring the People form to appear when selecting customer or contact

You can choose to have the People form appear after a work order manager selects a customer or a contact
name when registering a new request. Having the People form appear enables the manager to see and, if
necessary, edit any of the People information on the People form.
The default setting is No, which means the People form does not appear.
To configure the People form to appear when selecting a customer or contact

2. From the Application Settings list, select Incident Management > Advanced Options > Incident
Management Settings, and then click Open.
3. Click Show Settings to populate the Customer and Contact Search Type field with the current setting.
4. From the Display Customer Info Dialog list, select Yes to have the People form appear.
5. Click Add/Modify Settings to save the setting.
11.4.4 Configuring work assignments

Work assignments are based on the organization, location, service, and product categorization. Work
assignments are also associated with the application in which they are used. A work assignment can be broadly or
narrowly defined, and can apply to different systems.
To configure automatic assignment routing, when you configure the application, you must first determine the
Support Groups to which the work orders are assigned, based on criteria such as the work order's categorization.
For example, all work orders that are categorized as hardware issues might be assigned to the Support-Hardware
group. All work orders that are categorized as software upgrades and originate from California might be assigned
to Example Software in San Jose. The criteria of the work order together with the application administrator's
configuration determines how a work order is assigned.
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You can also define a sort order for each assignment routing, to determine the order in which routings are
evaluated against the work order's criteria. For example, you might set a higher sort order for an assignment
routing with the most restrictive criteria, and a lower sort order for an assignment routing with more general
criteria. This ensures that work orders are evaluated against the more precise assignment routing rules first.
Tip
User with either the Work Order Assignee or Work Order Manager functional role can be assigned to
work orders, which allows flexibility in how the roles are used. In large companies, the Work Order
Manager might plan and oversee the work order process, while Work Order Assignees are assigned to
work orders and complete work order tasks. In small companies, the Work Order Manager might
perform both manager and assignee functionsoverseeing the work order process while also being
assigned to particular work orders.
To automatically assign work orders, you configure automatic assignment events and automatic assignment
rules, as described in the following topics:
Configuring automatic assignment events
Configuring automatic assignment rules for individuals
To manually assign a work order, if you have the Work Order Assignee or Work Order Manager functional role,
you can open the work order and change the assignment. The Work Order Assignee is then notified of work order
assignments by email or pager. Assigned work orders can also be listed in the Work Orders table in the Work
Order Console. By default, the table shows all open work orders assigned to you. For more information about
manually assigning work orders, see Assigning work orders manually.
You can also set assignments in work order templates. For more information, see Configuring assignments in
work order templates.
For information about notification options, see Receiving notifications of work order assignments.
Related topics
Assigning work orders manually
Configuring assignments in work order templates
Receiving notifications of work order assignments
Configuring automatic assignment events

You configure automatic assignment events for BMC Service Request Management from the Custom
Configuration tab of the Application Administration Console.
Notes
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You must configure the Work Order Manager event. Depending upon your requirements (for
example, if BMC Service Request Management is integrated with BMC Change Management), you
might need to configure additional assignment events as explained in the procedure in this topic.
For individual assignment for the Work Order Manager event, at least one member within the
specified Support Group must have the functional role of Work Order Manager. For more
information, see Configuring automatic assignment rules for individuals.
For individual assignment for the Work Order Assignee event, at least one member within the
specified Support Group must have the functional role of Work Order Assignee or Work Order
Manager. For more information, see Configuring automatic assignment rules for individuals.
To configure automatic assignment events

2. From the Application Settings list, choose Foundation > Configure Assignment > Configure Application
Assignment, and click Open.
The Configure Assignment form appears.
3. To create a new assignment, click New Request on the form.
4. In the Event field, select the type of assignment entry (for example, Work Order Manager).
For more information, see Assignment events for BMC Service Request Management.
5. In the Description field, enter a description for the assignment.
6. In the Assignment area, select the support company, support organization, and assigned group.
7. In the Available Systems area, select the applications and modules to apply to the assignment entry.
For example, you can create an assignment entry that applies only to BMC Incident Management. This
enables you to select different Support Groups for assignment, even if the mapping selections are the
same.
Note
For work orders, ensure that you select Work Order Management.
8. In the Routing Order area, further specify when this assignment entry should be used for the automated
assignment. (This is an advanced feature.)
The Contact Company and Company fields are required.
The Assignment entry can be mapped using the following data structures:
Organization
Location
Operational Categorization
Product Categorization
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When BMC Service Request Management uses the routing order (a feature of many of the main
ticketing forms), it uses information from the form that it is on to find an assignment entry and the
Support Group for the assignment. For more information, see Automatic assignment field mappings.
9. (Optional) In the Sort Order field, enter a number to indicate the order in which the assignment entry
should be evaluated against criteria in a work order or service request.
For example, you might set a higher sort order for an assignment entry with the most restrictive criteria,
and a lower sort order for an assignment entry with more general criteria. The assignment entry with the
lowest sort order is evaluated first.
10. In the Status field, choose Enabled.
11. Click Save.
12. Repeat the preceding steps to create automatic assignments for other events that are related to BMC
Work Order Manager (required)
Work Order Assignee (optional)
Service Request Assignee (optional)
Task Assignee (optional)
Infrastructure Change Manager (required if BMC Service Request Management is integrated with
BMC Change Management)

Infrastructure Change Assignee (optional if BMC Service Request Management is integrated with
BMC Change Management)
General (required if BMC Service Request Management is integrated with BMC Incident
Management)
Incident Owner (optional if BMC Service Request Management is integrated with BMC Incident
Management)
13. If applicable, create automatic assignments for other companies in your organization.
Related topics
Assignment events for BMC Service Request Management
Automatic assignment field mappings
Assignment events for BMC Service Request Management

The following table describes the assignment events for BMC Service Request Management:
Event
Available systems
Form assignment
Description
Service Request Assignee
None
Service Request
Service Request Coordinator assignment
Work Order Assignee
Work Order Management
Work Order
Work Order Assignee assignment
Work Order Manager
Work Order Management
Work Order
Work Order Manager assignment
For additional assignment events for BMC Remedy IT Service Management applications, see Assignment events.
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Automatic assignment field mappings

The following table lists the fields and mappings between the Configure Assignment form (CFG:Assignment) and
the Service Request and Work Order forms. Assignment routing filters on a service request or work order use a
combination of these fields to assign the corresponding group.
From:
To:
To:
Field on the Assignment Configuration form
Field on Service Request form
Field on Work Order form
Contact Company (under Organization)
Company (under Requested By)
Company (under Requested By)
Organization (under Organization)
Organization (under Requested By)
Organization (under Requested By)
Department (under Organization)
Department (under Requested By)
Department (under Requested By)
Company (under Location)
Location Company (under Location
Company (under Location Information)
Information)
Region (under Location)
Region (under Location Information)
Region (under Location Information)
Site Group (under Location)
Site Group (under Location Information)
Site Group (under Location Information)
Site (under Location)
Site (under Location Information)
Site (under Location Information)
Tier 1, Tier 2, Tier 3 (under Operational

Categorization)
No field is mapped.
Tier 1, Tier 2, Tier 3 (under Operational

Categorization)
Tier 1, Tier 2, Tier 3 (under Product

Categorization)
No field is mapped.
Tier 1, Tier 2, Tier 3 (under Product

Categorization)

After you have configured BMC Service Request Management assignment events, you configure individual
assignment options. The following topics provide instructions:
To configure automatic assignment rules for individuals
To remove an individual from auto-assignment
By default, BMC Service Request Management uses the round robin method in the Assignment Engine to assign
service requests and work orders to the person who has gone the longest since receiving an assignment. You can
configure work orders to use different assignment processes for Work Order Managers and for Work Order
Assignees (for example, load balance by capacity).
Note
Only Support Group members with the functional role of Work Order Manager or Work Order Assignee
can receive assignments for work orders. For information about adding support groups and functional
roles to a user's record in the People form, see Adding a support staff person.
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When Work Order Management uses assignment (for example, assigns a work order), the Assignment Engine
checks the assignment rules for the approver's company. If no rules are found, it uses the rules defined for Global.
Advanced administrators can also define custom individual assignment information for work orders by using the
Assignment Engine. For more information about configuring the Assignment Engine for assignment to individuals,
see the BMC Remedy Action Request System assignment engine.
Note
Some work order rule settings are automatically defined during installation of the application.
To configure automatic assignment rules for individuals

2. From the Application Settings list, choose Service Request Management > Work Order > Rules, and click
Open.
For Company/Group Rule, the Company option is selected.
Note
You cannot select the Group option; it is reserved by BMC for future use.
3. Select the company for which to configure assignment, or select the Global option.
Selecting Global configures assignment for all companies.
4. For the Work Order Rule Status list, select Enabled if you want this assignment to be available to users.
5. To use the Assignment Engine to automatically assign work orders to individuals, perform the following
steps:
a. Set Assignment Engine Integration to Yes.
b. From the Assignment Process Managerlist, select the appropriate assignment method:
Work Order Manager Assignment - Capacity
Work Order Manager Assignment - Number
Work Order Manager Assignment - Round Robin
For information about assignment methods, see Automatic assignment methods.
c. From the Assignment Process Assigneelist, select the appropriate assignment method:
Work Order Assignee Assignment - Capacity
Work Order Assignee Assignment - Number
Work Order Assignee Assignment - Round Robin
For information about assignment methods, see Automatic assignment methods.
6. From Create Service Request on the Submit list, select Yes or No.
If you select Yes, when a user submits a work order, a corresponding service request is created. The
customer can view this service request and its status, by using the Request Entry console.
7.
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7. Click Save.
Note
To modify a rule from the Work Order Configuration Rules form, search for the appropriate rule,
and open it.
To remove an individual from auto-assignment

Set the Assignment Availability field on the People record to No as described in Creating assignments.
Automatic assignment methods

The assignment method determines who is assigned to an issue when more than one person matches the
qualification. In such cases, the following assignment methods can be specified in an assignment rule to
automatically assign the issue:
Round Robin Assigns the issue to the person who has gone the longest since receiving an assignment.
For example, if person A was last assigned an issue at 9:00 A.M., and person B was assigned an issue at
10:30 A.M., person A is selected.
Load Balance by Number Assigns the issue to the person who has the fewest number of issue
assignments.
For example, if person A is assigned 2 issues and person B is assigned 3 issues, person A is selected.
Load Balance by Capacity Assigns the issue to the person who has the largest unused capacity.
For example, if person A is assigned 5 issues and has a capacity rating of 10, and person B is assigned 8
issues and has a capacity rating of 20, person B is selected (8/20 < 5/10). If two or more people qualify for
an issue, it is assigned to the first person retrieved from the database.
Receiving notifications of work order assignments

Work Order Assignees are notified of new work orders based on the notification method preferences defined in
their personal record. In addition, when a work order moves into a new status, such as Completed, the work
order executes workflow that triggers notifications. Based on your group or role, you might receive notifications
during various work order statuses. For more information about notification preferences, see Setting notification
preferences.
The following notifications are available :
Individual notification The Work Order Assignee is notified according to the notification method
specified in their personal record. For example, if Bob Backline has a notification method of Alert, he
receives a notification from BMC Remedy AR System for each work order that is assigned to him.
Group notification A Support Group is notified according to the notification method specified by each
group member's entry in their personal record. For example, if a work order is assigned to the
Support-Software group, group members are notified through the notification method specified in their
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personal records. For example, if Sarah Software has email specified as the notification method in her
personal record, the notification is sent to her by email.
11.4.5 Managing service targets in Work Order Management

This section discusses managing service targets in work orders.
The following topic is provided:
Creating service targets for a work order
If you have BMC Service Level Management installed, the Work Order form shows both overview and in-depth
information about the work order in relation to applicable service targets. You can view the service targets and
milestones for the restoration of the unavailability. Service targets and milestones are defined from BMC Service
Level Management. Escalations can be set up to notify the assignment group prior to acknowledgement or
resolution breach times.
In the Work Order form, you can view service targets defined in BMC Service Level Management. Service targets
can be defined in BMC Service Level Management for response time and resolution time. Service targets can be
determined by related CIs, and many other criteria. The Next Target Date field indicates the next deadline out of
all the service targets attached to the work order.
To view service targets related to a work order, open the work order. The SLM status appears on the Work Order
form.
The following table lists the status icons:
Icon
Description
Status: Not Attached. No service target is attached to the work order. Click Details or the icon to open the SLM:Integration Dialog form.
Status: Attached. Green: The service targets are in compliance. Click the icon to open the SLM:Integration Dialog form.
Status: Warning. Yellow: At least one service target is at risk. Click the icon to open the SLM:Integration Dialog form.
Status: Breached. Red: At least one service target did not meet its goal. Click Details or the icon to open the SLM:Integration Dialog form.
The colors on the Status Gauge on the SLM:Integration Dialog form show the current status of the selected
service targets.
The following table explains the items on the Status Gauge:
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Item
Description
Green
The service target is in compliance.
Yellow
The service target has a warning status.
Red
The service target missed its goal.
Due Date and Time
The goal time within which work on the work order must be initiated or completed. Otherwise the goal is missed.
Time Until Due
The amount of time left until the goal is considered missed.
Time Past Due
The amount of time that has passed since the goal was due.
The following table describes the information in the SLM:IntegrationDialog form:

Column
Description
Case ID
The work order ID
Details
Click to see the details about the selected service targets
Service Target table

SVT Title
The name of the service target
Goal
The type of goal for the service target:

Initiation goal The work order must be responded to within the specified time.
Completion goal The work order must be resolved within the specified time.
Hours/Min
The initiation or completion time stipulated in the goal.
Cost Per Min
The cost per minute for missing the initiation or completion time goal.
Due Date/Time
The goal time within which the change request must be either initiated or completed. Otherwise, the goal is missed.
Progress
The status of the service target:

Attached The service target is attached to the work order.
Detached The service target is not attached to the work order.
In Progress Work is in progess.
Pending Work is stopped while awaiting an action, such as the arrival of a part.
Warning The service target is at risk.
Missed or Met The service target either missed or met its goal.
Invalid The service target is disabled.
Milestones for SVT

Title
The title of the milestone
Execution Time
The time when the milestone actions are executed.
Status
The status of the milestone is active, inactive (pending), or Action Performed.
For information about BMC Service Level Management, see BMC Service Level Management overview.
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Creating service targets for a work order

If you have BMC Service Level Management installed, you can create service targets and relate them to a work
order to set goals and track the level of service for the work order. You can view the service target from Work
Order Management.
Service targets created with BMC Service Level Management are internal targets related to Operational Level
Agreements (OLAs).
To create service target terms and conditions for a work order

1. From the Service Level Management Console, click the Service Target tab.
2. Click Create.
3. In the Service Target wizard, enter a title for the service target in the Title field.
4. Optionally, enter a description of the service target in the Description field.
5. From the Applies To list, select Work Order.
6. In the Goal Type field, select Work Order Resolution.
The work order must be completed within the time specified
7. Click Define next to the Terms and Conditions field to open the Qualification Builder.
8. Enter any criteria to build the qualification. All fields are optional.
Company, Region, Site Group, and Site responsible for resolving the work order
9. In the Customer tab, enter criteria in the Requested For and Operational Level Agreement (OLA) categories.
10. Select Exact Match if you want the term used in the qualification to be exactly the same as you have
selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the
qualification.
11. In the Classification tab, enter criteria in the fields.
12. In the Assignment tab, enter criteria in the Change Manager and Change Assignee categories.
13. Click Show Qualification to enter your qualification in the Qualification field.
14. Save your qualification.
An example of a qualification is as follows:
'Priority' = "Medium" AND

'Customer Organization' =
'Product Cat Tier 1(2)' =
Tier 3(2)' = "Laptop" AND
'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND

"SMBU" AND 'Customer Department' = "Research and Development" AND
"Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat
'Owner Support Company' = $\NULL$
If the service target is related to an agreement with an associated business service CI, an additional
qualification is added to your terms and conditions.
Note
To build a custom qualification, select Yes in the Custom Qualification check box, and enter your
qualification in the Advanced Qualification Builder
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11.4.6 About work order status transitions

The status of a work order indicates the current position of the record in its life cycle. You can configure the
application to send out notifications during status transitions to alert users that certain events have occurred.
The following table describes the status transitions in the life cycle of work orders:
Status transitions
Status
Description
Assigned
Initial status, or user saves a draft of the work order
Pending
The following descriptions can apply:

The work order assignee or Request Manager needs additional information.
Indicates whether an error occurred for some reason, for example, inaccurate data. Service request is created with an error. No
work order is created.
Waiting
Not applicable to work orders
Approval
Planning
A work order is created, but no work has started.
In Progress
The work order is being implemented.
Completed
When the last task on a work order is closed, the work order's status is automatically set to Completed. The Completed status is the
only status that is shipped with status reasons related to it:
If the statuses for all the tasks are set to Closed with a reason of Successful, the work order is Completed with a reason of
Successful.
If the status of one of the tasks is not set to Closed with a reason of Successful, the work order status is set to Completed with a
reason of Successful with Issues.
Rejected
Not applicable to work orders
Cancelled
The service request associated with this work order was cancelled, or the work order was cancelled.
Closed
The following descriptions can apply:

Closed without any issues
Closed but with some issues
Closed by the system after the service request was in an end status (completed) for 15 days
Note
You cannot modify a work order after it is closed.
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In the Work Order Status Relationships (WOI:StatusRelationships) form, there is one record for each possible
status transition. This means that to customize status transition rules, you can edit the data in these records
instead of creating new records. You must have SRM Administrator permissions to access this form.
Note
Although you can easily change the status transition rules for a work order, the Work Order Status
Relationships form is a fulfillment form. Therefore, the records are available only in English, and no
localized versions are currently available.
The following diagram shows the included status transitions in the life cycle of a work order for Assigned,
Pending, and Waiting Approval states.
Work order life cycle Assigned, Pending, and Waiting Approval states
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To prevent the transition from one status to another, you must set the appropriate transition rule to Enabled. The
transition rules are stored on the Work Order Status Relationships form. To allow the transition from one status to
another, you must set the status of the transition rule to Offline.
The following diagram shows the included status transitions in the life cycle of a work order (for the Planning and
In Progress states).
Work order life cycle Planning and In Progress states
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Note
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Several work order status values do not have status transitions configured as shipped (for example,
Completed, Closed, Rejected, or Cancelled).
The following table describes transitions that are excluded in the work order life cycle. That is, the work order
cannot move from the status in the left-hand column to the corresponding status or statuses in the right-hand
column.
Excluded status transitions
Work order status
Excluded status
Assigned
Closed
Pending
Assigned
Closed
Waiting Approval
Assigned
Closed
Planning
Assigned
Waiting Approval
Closed
In Progress
Assigned
Waiting Approval
Planning
Closed
Completed
Assigned
Pending
Waiting Approval
Planning
In Progress
Rejected
Cancelled
Closed
Assigned
Pending
Waiting Approval
Planning
In Progress
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Completed
Rejected
Cancelled
Rejected
Assigned
Pending
Waiting Approval
Planning
In Progress
Completed
Cancelled
Closed
Cancelled
Assigned
Pending
Waiting Approval
Planning
In Progress
Completed
Rejected
Closed
Note
If a service request consists of a single work order, moving the work order from a status of Completed
back to In Progress does not result in the status of the Request also being reset to In Progress. When the
work order's status progresses, errors result. For information about updating status reasons, Customized
BMC Remedy ITSM workflow.
11.4.7 Viewing the audit log

Viewing audit logs enables you to view field and notification audits against the work order. When certain fields
are changed or when system notifications are sent, an audit entry is created to track the work order. The logon ID
of the individual making the work order appears next to the audit entry.
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To view audit logs

2. Select the work order for which to view the log.
3. From the navigation pane on the left side of the form, click Functions > View Audit Log.
4. (Optional) Use the Audit Type list to filter out audit log entries.
5. Click the Notification Audit tab to view notification audit entries against the work order.
6. Select a notification audit entry and click View.
11.5 Creating requests from fulfillment applications

Fulfillment applications can generate requests. For example, a change request can generate additional change
requests to complete a series of actions that are needed to fulfill the service request.
The application ships with three system Service Request Definitions (SRDs) to support the reverse creation of
requests from fulfillment applications. Each SRD comes with its corresponding system Process Definition
Template (PDT) and Application Object Template (AOT). For information about SRDs shipped with the application,
see System SRDs shipped with the product.
Note
Entitlement rules are required for the system SRDs if the Apply Entitlement Rules to Global SRDs option
is set to Yes. For more information, see Enabling entitlement.

Work order and service request status comparison
Change request and service request status comparison
Incident and service request status comparison
To generate a request from a fulfillment application
Related topic
11.5.1 Work order and service request status comparison

The following table compares the relationship of work order status values to service request status values:
Work order status
(WOI:Work Order form)
Work order status

reason

(SRM:Request form)

reason
Assigned
Initiated
Not applicable
Pending
Pending
More Information
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Work order status

(WOI:Work Order form)
Work order status

reason

(SRM:Request form)

reason
Waiting Approval
In Progress
Not applicable
Planning
In Progress
Not applicable
In Progress
In Progress
Not applicable
Completed
Completed
Successful
Completed
Successful
Completed
Successful
Completed
Successful with Issues
Completed
Successful
Rejected
Cancelled
By Provider
Cancelled
Cancelled
By Provider
Cancelled (by user)
Cancelled
By User
Closed
Completed
Successful
11.5.2 Change request and service request status comparison

The following table compares the relationship of change request status values to service request status values:
Change request status
(CHG:Infrastructure
Change form)
reason
(SRM:Request form)
reason
Draft
Initiated
Not applicable
Request for Authorization
In Progress
Not applicable
Request for Change
In Progress
Not applicable
In Progress
Not applicable
Accepted
In Progress
Not applicable
Assigned
In Progress
Not applicable
Built
In Progress
Not applicable
Scheduled For Review
In Progress
Not applicable
Scheduled For Approval
In Progress
Not applicable
Scheduled
In Progress
Not applicable
In Progress
Not applicable
In Verification
In Progress
Not applicable
In Rollout
In Progress
Not applicable
In Development
In Progress
Not applicable
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(CHG:Infrastructure

reason

(SRM:Request form)

reason
In Test
In Progress
Not applicable
In Build
In Progress
Not applicable
In Rollback
In Progress
Not applicable
In Documentation
In Progress
Not applicable
Pending
Vendor Purchase
Pending
More Information
Pending
Support Group
Communication
Pending
More Information
Pending
Task Review
Pending
More Information
Pending
Miscellaneous
Pending
More Information
Pending
Future Enhancement
Pending
More Information
Pending
Approval Error
Pending
More Information
Pending
Manager Intervention
Pending
More Information
Cancelled
By Provider
Change form)
Rejected
Rejected
Insufficient Task Data
Cancelled
By Provider
Rejected
Insufficient Change Data
Cancelled
By Provider
Rejected
Schedule Conflicts
Cancelled
By Provider
Completed
Successful
Completed
Completed
Final Review Complete
Completed
Successful
Completed
Final Review Required
Completed
Successful
Completed
Additional Coding
Required
Completed
Successful
Completed
Successful
Closed
Closed
Successful
Completed
Successful
Closed
Successful with Issues
Completed
Successful
Closed
Unsuccessful
Completed
Successful
Closed
Backed Out
Completed
Successful
Closed
Automatically Closed
Completed
Successful
Cancelled
By Provider
Cancelled
Cancelled
No Longer Required
Cancelled
By Provider
Cancelled
Funding Not Available
Cancelled
By Provider
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(CHG:Infrastructure

reason

(SRM:Request form)

reason
Cancelled
To Be Re-Scheduled
Cancelled
By Provider
Cancelled
Resources Not
Available
Cancelled
By Provider
Cancelled
By User
Change form)
Cancelled (by user)
11.5.3 Incident and service request status comparison

The following table compares the relationship of incidents status values to service request status values:
Incident status
(HPD:Help Desk form)
Incident status
reason

(SRM:Request form)
Service request
status reason
New
Initiated
Not applicable
Assigned
Initiated
Not applicable
In Progress
In Progress
Not applicable
Pending
Local Site Action Required
Pending
More Information
Pending
Purchase Order Approval
Pending
More Information
Pending
Registration Approval
Pending
More Information
Pending
Supplier Delivery
Pending
More Information
Pending
Support Contact Hold
Pending
More Information
Pending
Third Party Vendor Action Reqd
Pending
More Information
Pending
Client Action Required
Pending
More Information
Pending
Infrastructure Change
Pending
More Information
Pending
Request
Pending
More Information
Pending
Future Enhancement
Pending
More Information
Pending
Pending Original Incident
Pending
More Information
Pending
Client Hold
Pending
More Information
Pending
Monitoring Incident
Pending
More Information
Pending
Automated Resolution Reported
Pending
More Information
Resolved
Future Enhancement
Completed
Successful
Resolved
Monitoring Incident
Completed
Successful
Resolved
Customer Follow-Up Required
Completed
Successful
Resolved
Temporary Corrective Action
Completed
Successful
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Incident status
(HPD:Help Desk form)
Incident status
reason

(SRM:Request form)
Service request
status reason
Resolved
No Further Action Required
Completed
Successful
Resolved
Completed
Successful
Completed
Successful
Closed
Closed
Infrastructure Change Created
Completed
Successful
Closed
Completed
Successful
Cancelled
By Provider
Cancelled
By Provider
Cancelled
By User
Cancelled
Cancelled
No longer a Causal CI
Cancelled (by user)
11.5.4 To generate a request from a fulfillment application

The following example uses Work Order Management. The procedure is similar for BMC Incident Management
and BMC Change Management. For more information, see Configuring change rules and Incident rules.
1. In the Application Administration Console, choose Custom Configuration > Service Request Management >
Work Order > Rules to open the Work Order Rules form in New mode.
2. In the Create Service Request on Submit field, select Yes.
3. Ensure that the rule is enabled, and save it.
4. Create a new work order.
When you submit the new work order, a service request is created.
11.5.5 Related topic

11.5.6 How activity log information is passed

When end users and back-end application users update the activity log on a service request or a back-end
request, the following scenarios can occur:
When an end user updates the activity log of a service request, these new work notes are passed to all
open back-end requests related to the service request (except those with a status of Closed, Completed, or
Canceled.) Work notes will not be passed to back-end requests that have not yet been opened.
If a user adds work notes to a service request that is not currently in progress (for example, the service
request status is Draft, Waiting for Approval, Rejected), no back-end requests exist. Then, after the initial
back-end requests are created, all work notes from the service request are sent to those back-end
requests.
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When all work notes are passed to back-end request at the same time, the submit date on the back-end
request becomes the date when the work note was passed, not the date that the original work note was
created.
When an end user reopens a service request, the user can add a work note (for example, to indicate the
reason for reopening). That work note is passed to the back-end request that is reopened. If a new work
order is created instead, all work notes from the service request are passed to the new work order
(including the work note with the reason for reopening).
When a backend application user updates the activity log on a backend request, the work notes are passed
to the related service request. In the activity log in the Request Entry console, these updates appear as new
entries.
Related topics
11.6 Importing and exporting data

This section describes how to export data from, and import data to, BMC Service Request Management.
About migrating BMC Service Request Management objects and data
Exporting SRDs, PDTS, and supporting data
Preparing the server for import
Importing SRDs, PDTs, and supporting data
Viewing the history of imports and exports
11.6.1 About migrating BMC Service Request Management objects and data
This topic contains important information about migrating BMC Service Request Management objects and data.
Overview of the migration process
Objects and data migrated by using the Import Export Console
Overview of the migration process

Migration is the process of exporting objects and data from one server (the source server) and importing them to
another server (the destination server). Migration includes three steps:
1. Export selected service request definitions (SRDs), process definition templates (PDTs), and supporting data
from the source server
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You perform this step by using the Import Export Console, as explained in Exporting SRDs, PDTS, and
supporting data. The export process creates an .arx file and attachments folder (containing images). The
Import Export Console only handles certain kinds of BMC Service Request Management objects and data,
as explained in Objects and data migrated by using the Import Export Console.
2. Prepare the destination server
You perform this step by using a variety of tools, as explained in Preparing the server for import. This step
migrates objects and data that are used by BMC Service Request Management, but are not handled by the
Import Export Console.
3. Import SRDs, PDTs, and supporting data to the destination server
You perform this step by using the Import Export Console and the .arx file created in step 1, as explained in
Importing data from the Import Export Console.
Note
To complete the migration steps, you must have Request Catalog Manager and BMC Remedy AR System
Administrator permissions.
Objects and data migrated by using the Import Export Console

In the Import Export Console, you can choose one of the following categories to migrate: SRDs, PDTs, or
supporting data. The following table shows the objects and data that are migrated with each:
SRDs
PDTs
Supporting data
SRDs
Yes
No
No
Actions
Yes
No
No
Questions related to an SRD
Yes
No
No
Question to SR Field mappings
Yes
No
No
Question to Variable mappings
Yes
No
No
PDTs
Yes
Yes
No
Variables
Yes
Yes
No
SRD and PDT Work Info
No
No
No
Application template bridge
Yes
Yes
No
Application target data
No
No
No
Change templates
Yes (version 8.1.01 and later)
No
Incident templates
No
Work order templates
No
Survey questions
Yes
No
Yes
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SRDs
PDTs
Supporting data
Images
Yes
No
Yes
Navigational categories
Yes
No
Yes
SRD entitlement definition
Yes
No
No (in version 8.1.00, Yes)
People entitlement
Yes
No
Yes
People entitlement groups
Yes
No
Yes
ENT People entitlement groups
Yes
No
Yes
Questions from the Questions Library
No
No
Yes
SRD levels
No
SRD packages
No
Access permission groups
Yes
No
Yes
The following types of objects and data are not migrated by the Import Export Console:
Foundation data, such as companies and people information
Customizations, such as custom advanced interface forms (AIFs)
Configuration data for BMC Service Request Management, such as application target data, service targets,
and On Behalf Of management
Work information
For more information, see Preparing the server for import.
11.6.2 Exporting SRDs, PDTS, and supporting data

This topic describes how to export BMC Service Request Management objects and data by using the Import
Export Console.
Before you begin
To export SRDs and PDTs (version 8.1.01 and later)
To export SRDs and PDTs (version 8.1.00)
To export supporting data
Before you begin

Make sure that you are exporting from a compatible version of BMC Service Request Management.
Review important information in About migrating BMC Service Request Management objects and data.
Determine the location where you want to store the .arx file created by the export, and verify the following:
The path that you plan to use already exists on the server. The system will not validate the path that
you provide.
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You have access to the path. Avoid using a system or restricted directory such as C:\ or C:\Program
Files.
Note
(Version 8.1.00 only) You can only export SRDs that have the status of Draft or Deployed.
To export SRDs and PDTs (version 8.1.01 and later)

1. Log in with Request Catalog Manager and BMC Remedy AR System Administrator permissions.
2. Open the Import Export Console.
3. From the left navigation pane, click one of the following options:
Export > Service Request Definition
Export > Process Definition Template
For information about these options, see in About migrating BMC Service Request Management
objects and data.
4. Search for the SRDs or the PDTs to export. You can use various search criteria (for example, searching by
Title or by Company).
5. (Optional) After search results are displayed, you can view objects that are related to the SRD or PDT by
clicking the View Relationships icon. See Viewing object relationships: 8.1.01 and later.
6. Select one or more SRDs or PDTs from the search results table by selecting the SRDs or PDTs you want to
export, then click the right arrow (
) to add them to the Export List.
Note
If you do not start the export immediately, it is possible for the selected SRDs or PDTs to be
deleted by another Service Catalog Manager before you start the export operation.
7. In the File Name field, enter a path and file name. Do not use periods in the file name (for example, 1.1).
If the specified export file exists, the new export data is appended to it. If you want to create a new export
file, enter a new file name, or delete the contents of the original export file.
8. In the User Password field, enter your password.
9. Click Export.
When the export operation is completed, the History window appears and shows information about the
export. See Viewing the history of imports and exports.
10. Verify that an .arx file was created as specified in step 7.
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To export SRDs and PDTs (version 8.1.00)

3. From the left navigation pane, click one of the following options:
Export Request Definition (to export SRDs)
Export Process (to export PDTs)
For information about these options, see About migrating BMC Service Request Management
objects and data.
4. Search for the SRDs or the PDTs to export. You can use various search criteria (for example, searching by
Title or by Company).
5. Select the name of an SRD or PDT, or select more than one by holding down the Shift or Ctrl keys.
Note
If you do not start the export immediately, it is possible for the selected SRDs or PDTs to be
deleted by another Service Catalog Manager before you start the export operation.
8. Click Export.
To export supporting data

3. From the left navigation pane, choose to export supporting data:
a.
(Version 8.1.01 and later) Select Export > Supporting Data.

(Version 8.1.00) Click Export Supporting Data.
4. Select one or more supporting data options.

You can export all supporting data, or individual data types, such as survey questions or navigational
categories. For more information, see About migrating BMC Service Request Management objects and data
.
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5.
7. Click Export.
11.6.3 Preparing the server for import

This topic provides instructions for preparing the BMC Service Request Management destination server for
import.
Overview
To prepare the server for import
Overview
You prepare the destination server for import as part of the process for migrating BMC Service Request
Management objects and data. The following objects must be present on the destination server before importing
service request definitions (SRDs) and process definition templates (PDTs). Otherwise, imported objects might not
function as expected.
Foundation data
All Foundation data must be identical in the source and destination servers, including the GUIDs for each record.
If you manually re-create Foundation data (such as companies and sites) on the destination server, the system
might not recognize the data, even if the names are the same. This occurs because the records in the Foundation
data on each server might have different GUIDs.
Customizations
Customizations include workflow and form changes, such as:
Standard forms that have been modified
New forms and workflow
Custom advanced interface forms (AIFs) and workflow
Configuration data
Configuration data populates fulfillment configuration forms that are used in the Application Administration
Console. This data is referenced in BMC Service Request Management and includes:
Approval mappingsAPR:Approver Lookup
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On Behalf Of managementOBO:OnBehalfOfDefinition
Service Level Management data (for example, service targets, work information, and attachments)
Service target defaultsINT:SLMSRS:ConfigServiceTarget:Defaults
Work order rulesWOI:CFG Rules
AIF configurationSRS:CFGAdvancedInterface
Atrium Service Catalog data (requestable offerings and service offerings)
Define application fieldSYS:Form Field Selection (any records added or changed)
Define application target dataSRM:AppTargetData (any records added or changed)
Tasks and task templates
In version 8.1.00, you must also migrate data from the following forms:
SRD packagesSRD:SRDPackages
SRD levelsSRD:SRDLevelCompanyModuleAssoc and SRD:SRDLevel
TemplatesWOI:Template, CHG:Template, and HPD:Template
If the template referenced by an AOT does not exist on the destination server when the AOT is imported,
the AOT is set to inactive. To activate the AOT in this situation, you must manually register a template with
it. See Parameters for registering application templates with AOTs.
To prepare the server for import

1. Verify that Foundation data is identical on the source and destination servers.
2. Use BMC Remedy Developer Studio to migrate custom form and workflow definitions from your source
server to your destination server. For more information, see Exporting and importing definitions (BMC
Remedy Action Request System documentation).
Note
For custom AIFs, use the Directly Related option to migrate the forms and custom workflow. You
should also attach the standard workflow on the destination server after the custom AIF is
imported. See Creating AIFs from templates.
3. Migrate BMC Service Request Management configuration data:

a. Use the reporting function to export the configuration data in .arx format from the source server, as
explained in Running reports.
b. Import the data by using Data Import, as explained in Importing data into BMC Remedy AR System
forms.
Notes
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If you are migrating SRDs that were linked to a requestable offering (RO) from the Atrium
Service Catalog, transfer the related Atrium data by using Atrium Integrator before you
import the SRDs. This ensures that the RO relationship data is preserved. If you do not
transfer the Atrium data first, the data is not preserved. A new RO is created as a
Transactional offering, and the Service and Service Offering fields on the SRD are empty.
Manually creating the related Atrium data does not ensure that the RO relationship data will
remain after you import the data. In this case, the keys used to maintain the relationship will
not match, and the RO information is lost. You can associate the imported SRD to the new
Business Service and Service Offering.
When you delete an SRD, the related requestable offering in the Atrium Service Catalog is
not deleted until the data is purged (this is usually a scheduled process). If you export,
delete, and then import that SRD on the same computer, make sure that the requestable
offering related to the deleted SRD is purged, or the new SRD will not be imported properly.

11.6.4 Importing SRDs, PDTs, and supporting data

After you have exported BMC Service Request Management objects and data, and you have prepared the server,
you can perform an import.
Importing data from the Data Management Job Console

This topic describes how to import BMC Service Request Management objects and data by using the Import
Export Console.
Import process overview
Before you begin
To import data
Related topics
Import process overview

The import process uses data from an .arx file that was created by an export operation from the Import Export
Console, and consists of the following steps:
1. Stage data This step loads data into the staging forms from your source .arx file. Staging the data
prepares it for import, and allows the system to monitor the progress of the import operation. If needed,
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you can back out from this part of the import operation by deleting the staged data. For more information,
see Staging forms and their corresponding destination forms.
2. Validate data (Optional) This step verifies the staged data and tests for potential conflicts, according to
import options you specify. For more information, see Import data options.
For example, if you select the option to Import new definitions only (if existing definitions found, cancel
import), the validation step a checks to see if there are duplicate entries on the server, and if so, an error is
reported and the data cannot be promoted.
3. Promote data This step moves data to their respective destination forms on the server. This step
validates the data again based on the import option you specified, and if there are no errors, the data is
promoted.
Before you begin

Make sure that the .arx file that you are importing was created from a compatible version of BMC Service
Request Management.
Review important information in About migrating BMC Service Request Management objects and data.
Complete the steps to prepare the server for import.
Copy the exported BMC Service Request Management data (.arx file and attachments folder) to the server
to which you are importing the data. Avoid using a system or restricted directory such as C:\ or C:\Program
Files.
To import data
3. From the left navigation pane, click Import.
4. In the Import Command area, enter the following information:
a. In the User Password field, enter the password for the server.
b. In the Import Path and File Name field, enter the path and file name to the .arx file that you copied to
the server.
5. Click Stage Data.
6. In the Import Data Options area, select an option. For more information, see Import data options.
7. (Optional) Click Validate Staged Data.
Results are shown in the Import Results table. The Details table shows the SRDs and PDTs imported to their
forms.
If necessary, click Delete Staged Data, select a different import option, and click Stage Data again.
8. Click Promote Staged Data.
Related topics
About migrating BMC Service Request Management objects and data
Preparing the server for import
Import data options
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Staging forms and their corresponding destination forms
Import data options

When you perform an import from the Import Export Console, you can select from the following options:
Merge data (version 8.1.01 and later)
Import new definitions only (if existing definitions found, cancel import)
Import new definitions only (skip duplicates)
Import all definitions as new (rename all by adding a prefix to name)
Apply the imported definitions to a different company
Note
If you are importing only supporting data, only the following options are available:

When you select this option, the following changes take place during the import process:
Objects that exist on the server are updated.
Objects that do not exist on the server are created.
Child objects not included in the .arx file are deleted on the server.
Note
Parent objects are not deleted; only child objects that are directly related to one parent are deleted. This
limitation means that SRDs, PDTs, AOTs, and application templates are not deleted. Only their
relationships are deleted.
For example, if you delete a question from an SRD before performing an export, the question is deleted
from the corresponding SRD on the import server. However, if you delete an SRD, PDT, or AOT from the
export server, that same object is preserved on the import server.
If you select the Merge data option and your .arx file contains updates to SRDs, you must also select one of the
following options:
Update service requests in the cart and with Waiting Approval status
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Do not update service requests

These options are available because changes to SRD questions during import might affect service requests that
are in the cart or that have the status of Waiting Approval. You can choose to update the service requests, or you
can leave them unchanged even if the SRD questions have been updated.
Note
Your choice does not affect service requests that are in Draft status. When you attempt to complete
Draft requests, the latest questions are displayed.
If you choose Update service requests, the following changes take place after the import is completed:
Requests in the cart:
The cart is marked as Not Ready
A notification is sent to the submitter, asking them to review the service request again
Requests with Waiting Approval status:
Approvals are canceled
The service request status changes to Draft
The Needs Attention flag is set
Notifications are sent to the submitter and the assigned approver
Note
If you use the Merge data import option, SRD ID number generator issues can occur, as explained in
Troubleshooting SRD ID number generator conflicts on the production server: 8.1.01 and later .
If the import operation finds existing definitions, an error is reported and the data cannot be promoted.

If the import operation finds existing definitions, the import operation continues but skips any duplicates.
Import all definitions as new (rename all by adding a prefix to name)

If duplicates are found, the import operation renames definitions by adding a prefix or version number to the
object names. The prefix you specify is limited to 19 characters. Imported objects can include an optional version
level, as you manage the development, test, and production life cycles. For example, you might specify 00.80 for
Beta, or 01.00 for first roll out to customers.
Apply the imported definitions to a different company

If you select this option, the Company field appears, listing all companies available on the import system.
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If you are importing SRDs and supporting data together to a new company, note the following details and
exceptions:
Categories Matching categories are created for the new company if they do not exist. If they exist, SRDs
are tied to them and point to the existing categories.
Surveys Matching surveys are created for the new company if they do not exist. If they exist, SRDs are
tied to them and point to the existing surveys.
Entitlement Rules Entitlement rules are not copied to the new company.
Field values in the SRD After the import process, values for the original company are retained for the
following information. However, you can manually update these values in the Service Requesttab in the
SRD.
Request Catalog Manager
Service Request Coordinator
Permission Groups Permission Groups (along with their corresponding People) are not copied to the
new company
Note
For access permissions groups that are included in an entitlement definition, a warning is issued if
a matching permission group for the new company is found. The warning states: The import
process has encountered a warning. The entitlement group has been skipped, since the
definitions are being applied to the new company. The import process has found the entitlement
group that matches the new company and updated the related People Entitlement Definitions .
Version 8.1.01 and later:

Packages Matching packages are created for the new company if they do not exist. If they exist, SRDs are
tied to them and point to the existing packages.
SRD Level Matching SRD levels are created for the new company if they do not exist. If they exist, SRDs
are tied to them and point to the existing SRD levels.
Templates Matching templates are created for the new company if they do not exist. If they exist, SRDs
are tied to them and point to the existing templates.
Staging forms and their corresponding production forms

The following table lists the staging forms used in the BMC Service Request Management export process and
their corresponding production forms:
Staging form name
Production form name
SRD:STAGE:QuestionChoices
SRM:QuestionChoices
SRD:STAGE:QuestionConditions
SRM:QuestionConditions
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Staging form name
SRD:STAGE:QuestionChoices_Template
SRM:QuestionChoices_Template
SRD:STAGE:AppTemplateFlow
SRM:AppTemplateFlow
SRD:STAGE:ProcessAOTSummaryData
SRM:ProcessAOTSummaryData
SRD:STAGE:Categories_DispProp
SRM:Categories_DispProp
SRD:STAGE:Condition_DispProp
SRM:Condition_DispProp
SRD:STAGE:QuestionDef_Template
SRM:QuestionDef_Template
SRD:STAGE:SRDEntitlementDefinition
SRD:SRDEntitlementDefinition
SRD:STAGE:ServiceRequestImages
SRS:ServiceRequestImages
SRD:STAGE:AppTemplateBridge
SRM:AppTemplateBridge
SRD:STAGE:SRDEDPEDAssociations
SRD:SRDED PED Associations
SRD:STAGE:QuestionDef
SRM:QuestionDef
SRD:STAGE:QuestionSRD
SRM:QuestionSRD
SRD:STAGE:Actions_Trigger_Def
SRM:Actions_Trigger_Def
SRD:STAGE:AppTemplateBridge_DispProp
SRM:AppTemplateBridge_DispProp
SRD:STAGE:SourceToTargetDataAssociations
SRM:SourceToTargetDataAssociations
SRD:STAGE:ConditionAssociations
SRM:ConditionAssociations
SRD:STAGE:ConfigSurveyQuestions_DisplayProp
SRM:ConfigSurveyQuestions_DisplayProp
SRD:STAGE:Categories_Base
SRM:Categories_Base
SRD:STAGE:ENT_SYS_PeopleEntitlementGroups
ENT:SYS People Entitlement Groups
SRD:STAGE:Associations
SRM:Associations
SRD:STAGE:Questionnaire
SRM:Questionnaire
SRD:STAGE:ENT_SYS-AccessPermissionGrps
ENT:SYS-Access Permission Grps
SRD:STAGE:VariableTemplate_Base
SRM:VariableTemplate_Base
SRD:STAGE:Condition_Base
SRM:Condition_Base
SRD:STAGE:ServiceRequestDefinition_Base
SRD:ServiceRequestDefinition_Base
SRD:STAGE:Actions_Def
SRM:Actions_Def
SRD:STAGE:QuestionToSRFieldsAssociations
SRS:QuestionToSRFieldsAssociations
SRD:STAGE:VariableTemplate_DispProp
SRM:VariableTemplate_DispProp
SRD:STAGE:Actions_Mappings
SRM:Actions_Mappings
SRD:STAGE:SurveyAssociations
SRM:SurveyAssociations
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Staging form name
SRD:STAGE:VariableMapping
SRM:VariableMapping
SRD:STAGE:MasterDataMappingList
SRM:MasterDataMappingList
SRD:STAGE:ProcessDefinitionTemplate_Base
SRM:ProcessDefinitionTemplate_Base
SRD:STAGE:ConfigSurveyQuestions
SRM:ConfigSurveyQuestions
SRD:STAGE:ENT_PeopleEntitlementDefinition
ENT:PeopleEntitlementDefinition
SRD:STAGE:ProcessDefinitionTemplate_DispProp
SRM:ProcessDefinitionTemplate_DispProp
SRD:STAGE:QuestionMenuItems
SRM:QuestionMenuItems
SRD:STAGE:ServiceRequestDefinition_DispProp
SRD:ServiceRequestDefinition_DispProp
SRD:STAGE:QuestionsLibrary
SRM:QuestionsLibrary
Version 8.1.01 and later

SRD:STAGE:SRDPackages
SRD:SRDPackages
SRD:STAGE:SRDLevel
SRD:SRDLevel
Importing data from the Data Management Job Console

Before you import BMC Service Request Management data from the Data Management Job Console, consider
existing dependencies within the data. First, import Foundation data (for example, people information) and
required fulfillment application templates (for example, work order templates). You can import supporting data in
any order.
For information about how the import process works and a comparison of the data import capabilities of the
Import Export Console and the Data Management Job Console, see About importing data from the Data
Management Job Console.
Note
You must have DMT User or DMT Admin permission to import data from the Job Console.
To import data from the Job Console

1. Export the data as an .arx file from the source server.
2. Create a zip file of the attachments folder.
3. Copy the .arx file and the attachments zip file from the source server to the client computer where the Job
Console is located.
Note
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The use of spreadsheets to import BMC Service Request Management data is not supported.
4. From the navigation pane of the IT Home Page, select Data Management > Job Console.
5. Navigate to Job Functions > Create Job.
6. Enter the job name and company and click Save.
7. Click the Create drop-down list and select a BMC Service Request Management template.
BMC Service Request Management templates are prefixed with "SRM". The template includes a set of steps
to validate and promote data. These steps are displayed in the Steps table below the template details. For
more information, see Job templates used for creating import jobs.
8. Select the Load step and click View.
9. In the Load Parameters section, click Add and then click Browse to navigate to the location where you
saved the .arx file and the attachments zip file, and select them.
10. Click Save again to save your settings.
11. Navigate back to the Job Details tab, and change the Status to Build.
12. Click Save.
The Run button is now enabled.
13. Click Run.
Optionally, you can schedule the job to run at the specified time. For more information, see Scheduling
jobs.
About importing data from the Data Management Job Console

You can import BMC Service Request Management data from the BMC Remedy ITSM Data Management Job
Console. The Job Console is a tool that is designed for importing Foundation Data and data from all BMC
Remedy ITSM applications.
Note
BMC Service Level Management data, work information, and any attachments that it contains cannot be
imported.
Some of the standard data management capabilities of the Job Console are not available for importing BMC
Service Request Management data. For example, you cannot use spreadsheets to import SRDs, PDTs, and AOTs,
because BMC Service Request Management configuration is a complex structure of linked objects that cannot be
replicated manually in a spreadsheet. Similarly, alias replacement is not supported when importing BMC Service
Request Management data because, unlike manually entered data, system data does not contain errors such as
different spellings of the same name.
The Data Management Job Console is a useful tool to import BMC Service Request Management data in the
following situations:
You have a multi-user or multi-tenant environment.
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You have strong constraints when granting AR Administrator permissions to users.

You need to perform cross-application data loads.
You need to schedule jobs to load BMC Service Request Management data.
The following table compares the data import capabilities of the Import Export Console and the Data
Management Job Console:
Data Management Job Console
Provides the following options when staging data:
Provides the following options when staging data:
(Version 8.1.01 and later) Merge Data

Import new definitions only (cancel import if
existing definitions found)
Import all definitions as new (rename all by adding
a prefix to name)
Apply the imported definitions to a different

Import new definitions only (you can use "wait" templates that enable you to
cancel import if you find duplicates)
company
Launch from BMC Service Request Management or from
Launch from Data Management
Data Management
Import only BMC Service Request Management data
Import Foundation data and data from BMC Remedy ITSM applications
Users require AR Administrator permissions to import

data.
Users require Data Management Tool (DMT) User or DMT Administrator permission to
import data.
(Version 8.1.00 only) Cannot import application

templates along with AOTs
Cannot import application templates along with AOTs
Files must reside on the server
Files must reside on the client
Manual staging, validation, and promotion of data
Automated staging, validation, and promotion of data
Does not provide a job scheduler to schedule jobs (No

data is overwritten.)
Provides a job scheduler to schedule jobs
Can be used on a mixed-version stack
Cannot be used on a mixed-version stack
Job templates used for creating import jobs

A job template includes a set of steps to load, validate, and promote data. You can create jobs using standard
out-of-the-box job templates, or custom job templates.
For more information about custom job templates, see Creating customized job templates.
Note
You can use job templates only to import new data. The use of job templates to update existing data is
not supported.
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The following table lists the standard job templates provided on the Job Console that are specific to BMC Service
Request Management:
Template
Description
SRM-Process Definition Template

Loads, validates, and promotes PDTs and related data
Skips duplicates
SRM-Process Definition
Template-Wait
Loads PDTs and related data

Waits while you check for validation errors
Promotes data when you click Continue
Use this template when you choose to import new definitions only.
SRM-Service Request Definition

Template
SRM-Service Request Definition

Template-Wait
Loads, validates, and promotes PDTs and related data

Skips duplicates
Loads SRDs and related data

Waits while you check for errors and decide whether to execute the job
SRM-Supporting Data Template

Loads, validates, and promotes supporting data for SRDs and PDTs, which includes questions, images,
categories, entitlements, and surveys
Skips duplicates
SRM-Supporting Data
Template-Wait
Loads supporting data for SRDs and PDTs

Waits while you check for errors and decide whether to execute the job
For more information about using standard and custom templates, see Creating a job using out-of-box job
templates.
11.6.5 Viewing the history of imports and exports

The History View window shows the history records of your imports and exports.
To view the history of imports and exports

1. Open theImport Export Console.
2. From the left navigation pane, click History.
3. In the Operation field, select Export or Import as the operation to view.
4.
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4. (Exports only) In the Type field, select SRD, PDT, or Supporting Data as the type of data to view.
5. Click Search after you have specified your search criteria (for example, SRD as the Type of data and Export
as the Operation).
The history data appears in the search results table.
(Version 8.1.01 and later) Information about the individual objects included in the import or export is shown in the
Details pane.
11.7 Viewing object relationships: 8.1.01 and later

You can view relationships among service request definitions (SRDs), process definition templates (PDTs),
application templates, and application object templates (AOTs). This information is helpful, for example, if you are
planning to merge data on import, and there have been changes to a PDT. Viewing relationships to the PDT
before an export will help you understand which objects might be added, updated, or removed in the import
environment.
You might also want to view relationships when making changes to a PDT or AOT. Viewing relationships will
show the list of objects that might be affected by your changes.
View relationships by using any of the following methods:
From the Import Export Console:
Select Relationships > Relationships from the navigation pane, and then select an Object Type and
Object Name from the lists.
After searching for SRDs or PDTs to export, click the View Relationships icon (
) next to the SRD
or PDT name in the results list.

From a PDT Click Relationships.
From an AOT Click Relationships.
11.8 Working with the Request Entry console

This section includes information about configuring the appearance and behavior of the Request Entry console.
Defining default Request Entry console preferences
Configuring request entry preferences
Promoting services in the slide show
Displaying popular articles
Configuring quick links
Rebranding the Request Entry console
Opening the Request Entry console in context
Configuring service request query exclusions
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Viewing statistics of searched terms on the Request Entry console

Viewing information on the Request Entry console
Defining service request definition settings (Popular Services)
Using Knowledge Base articles to resolve problems
11.8.2 Defining default Request Entry console preferences

The Console Default Preference form allows you to update the default preference record for the Request Entry
console. You can configure the appearance and use of the Request Entry console for your end users.
To define the default Request Entry console preferences

2. From the Application Settings list, choose Service Request Management > Request Entry Management >
Default Console Preference, and click Open.
3. From the Initial Console View field, select the view that you want to show when the Request Entry console
opens. You can select Popular Services or Service Categories.
Note
The Submitted Requests option has been deprecated.
The default setting is Popular Services. When you click Home in the Request Entry console, you return to
the view that you specify here.
4. Modify the default search criteria for My Requests when the Request Entry console is opened:
a. From the Show field, select if service requests with a particular status should appear.
For example, you might want to show only service requests with a Draft status. The default setting is
All Open Requests.
b. From the Recently Closed field, select the number and unit criteria for requests closed since the user
last logged in.
For example, you might want to show requests that were closed in the last five days. If the product is
accessed infrequently, you enter a higher number, (for example, requests closed in the last two
weeks or two months).
5.
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5. In the Broadcast Defaults area, specify when users are alerted with a broadcast alert popup window.
The default is Never. However, users might want to be prompted when they open the Request Entry
console or when a new broadcast occurs.
6. Click Modify, and click Close.
You must close and re-open the Request Entry console for the changes to appear.
11.8.3 Configuring request entry preferences

Use the Request Entry tab on the Request Preferences form to configure rules for the Request Entry console.
To configure request entry preferences

2. From the Application Settings list, choose Service Request Management > Advanced > Preferences, and
click Open.
3. From the Request Preferences form, click the Request Entry tab.
4. Select the company to which these preference apply.
6. In the Status field, select Enabled if you want this categorization entry to be available to users; otherwise,
select a different status.
7. Click the Request Entry tab.
8. In the Type-ahead in the Search menu field, select one of the following options to control what appears as
users type in the Search field on the Request Entry console:
Display Commonly Used Search Terms lists suggestions from commonly used search terms.
Don't Display Commonly Used Search Terms does not list suggestions, but maintains statistics on
terms used in searches that users perform.
Don't Display Commonly Used Search Terms and Disable Statistics does not list suggestions and
does not maintain statistics on terms used in searches that users perform.
For more information, see Viewing statistics of searched terms on the Request Entry console.
9. In the Show Cart field, select Yes if you want to make the cart available to requesters. The default is No.
10. In the Service Categories Sort field, you can change the display order of the navigation categories on the
Sort Order shows navigational categories in the Request Entry console as they are defined in the
Category Management form (default). For more information, see Sorting navigational categories.
The top-down order in the Category Management form is how the categories are ordered in the
Request Entry console. The sorted categories are based on your entitlements. For example, if Mary
Mann from Calbro Services is not entitled to view Calbro Software, the Request Entry console starts
with Phones as the first category, then Software, Hardware, and so on.
Only categories used in deployed SRDs appear in the Request Entry console. To continue the
example, if Phones is not used in an online SRD, Mary Mann would only see Software, Hardware, and
so on, in the Request Entry console.
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Alphabetical shows navigational categories in alphabetical order. The alphabetical sort starts with
upper-case letters from top left to top right (for English and other Latin-based languages), and top
to bottom. Sorting then starts with lower-case letters, left to right.
11. In the Submit Confirmation field, select one of the following options:
None does not display a confirmation note when a request is submitted.
Accessibility Users displays a confirmation note only for users configured as accessibility users. For
information about configuring accessibility users, see Making the application accessible for users
with disabilities.
All Users displays a confirmation note for all users when a request is submitted.
12. In the Price Display Option field, select an option for displaying the price for a service in the Request Entry
console.
The following options are available:
Display for All SRDs displays the price for all SRDs for the company that is selected on this Request
Preferences form (see step 4).
If you select this option, it takes precedence over the options selected in the Show/Hide Options
form for an individual SRD. See Configuring visible fields in the Request Entry console.
Hide for All SRDs does not display the price for any SRDs for the company that is selected on this
Request Preferences form (see step 4).
If you select this option, it takes precedence over the options selected in the Show/Hide Options
form for an individual SRD. See Configuring visible fields in the Request Entry console.
Based on SRD Configuration (default) displays the price as defined in the SRD. (On the BMC Service
Request Management form, choose Functions > Show/Hide Fields to set the price.) This option is
available for backward-compatibility purposes.
If you are using BMC Cloud Service Management, select (clear). The Service Offering price for an
enablement Requestable Offering and the Service Offering prices for transactional Requestable
Offerings will be retrieved from Atrium Service Catalog and displayed on the Request Entry console.
If you do not create a record in the Request Preferences form for a company, the Price Display
Option for the Global company is used.
13. For Clear OBO Questions Response, select Yes to remove responses to On-Behalf-Of questions. Select No
to retain responses to On-Behalf-Of questions.
14. Select Show Marketing Slides to display marketing slides, if any, in the Request Entry console.
15. Click Save.
11.8.4 Promoting services in the slide show

To highlight services and other IT initiatives to users, you can display them in the slide show in the Request Entry
console. Users can click a slide to submit their request for the service.
You configure the slide show in the Slide Management console. To access the Slide Management console, you
must have SRM Administrator permission.
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BMC Service Request Management provides a set of standard images to represent popular requests, such as
hardware and software products. You can upload these images from the image library and relate them to service
request definitions (SRDs), or you can add new images from your local machine to the image library. You can
replace an image with a different one from the image library, and also include hyperlinks in the SRD's description.
Note
Because service requests are subject to access restrictions, user can view only slides that they are
allowed to request.
When creating a slide, you can select one of the following types:
Image You can display an image representing any service or IT initiative that your company wants to
promote. If you have a web page containing more information on the request, you can redirect users to
that page by linking the image to the URL of the web page.
Text with Image You can display the title and description of the service along with an image.
This topic provides the following procedures:
To configure slides on the Request Entry console
To create and manage slides for other locales
To configure slides on the Request Entry console

1. In the Administration Console, navigate to Custom Configuration > Service Request Management >
Request Entry Management > Service Request Marketing Slide Management and click Open.
2. In the Slide Management window, click Add.
3. In the Marketing Slide dialog box, enter the following information:
a. In the Company field, select the company from the drop-down list.
b. In the Name field, enter a name for the image.
c. In the Type field select Image if you want to display an image. To link the image with an URL, enter
the URL in the Image URL field.
d. To add a title and description for the image, select Text with Image.
e. To link the image with a service request definition (SRD), click Select in the Related SRD Title field
and choose the SRD from the list of available SRDs.
By default, the SRD's image is displayed in the Marketing Slide window along with the title and
description. You can edit these details, if necessary. The description can include hyperlinks in the
following format:
<a href="http://www.example.com" target="_blank">Example Corporate Site</a>
f. Navigate to the location of the image and click Select to link it.
g.
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g. To add an image, click Add Image, specify the company, image name, image file name, and click Add
.
You can also add images from the Service Request Definition Image Management screen.
Alternatively, navigate to Custom Configuration > Service Request Management > Request Entry
Management > Service Request Image Configuration to add images. For more information, see
Configuring service request images.
4. Click Save.
5. In the Administration Console, navigate to Service Request Management > Preferences and click Open.
6. Click Search to select your company.
7. In the Request Preferences dialog box, click the Request Entry tab.
8. In the Show Promotional Section field, select Yes.
9. Click Save.
To create and manage slides for other locales

1. In the Marketing Slide dialog box, click Other Locales.
2. From the Locale drop-down list, select the locale.
3. For an image with text, in the Title field, enter a title for the image.
4. In the URL field, edit or enter the URL to the image location.
5. In the Description field, enter or edit the description.
6. Click Add.
7. To modify a locale entry, select and edit the entry, and click Modify; to delete a locale entry, select it and
click Delete.
8. Click Save.
11.8.5 Displaying popular articles

This topic explains how popular articles are displayed in the Popular Articles pane in the Request Entry console.
How popularity is determined
Related topics
How popularity is determined

The popularity of an article is determined by a formula that takes the following factors into consideration:
Feedback rating
Number of times the Use button has been clicked
Number of times the article has been viewed
You can also manually add an article to the Popular Articles pane by setting the Favorite option to Yes in the
article Feedback tab. Favorite articles appear at the top of the popular articles list. For more information, see
Tagging a knowledge article as a favorite.
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Note
For articles created before version 8.0.00, you can run an escalation to calculate popularity.
Related topics
Search result relevance
Tagging a knowledge article as a favorite
11.8.6 Configuring quick links

To enable users to easily access frequently used websites, you can display links to websites in the Quick Links pod
on the Request Entry console. A website that hosts a travel agency that your company uses for business travel is
one such example. A Corporate Policies link is another example. You can activate and deactivate these links as
needed. Only active links display in the Quick Links pod. If there are no active links, the pod does not appear on
the console.
When you create a link, it is created for the default locale selected during installation, for example, en_US.
However, if you have users in other countries, you can create links for those locales.
To create a quick link
To create a link for a different locale
To manage quick links
To create a quick link

1. On the Custom Configuration tab of the Administration Console, navigate to Service Request Management
> Request Entry Management > Service Request Links Management Console.
2. On the Quick Links Management window, click the Add icon (+) to open the Create Link window.
3. Complete the fields in the Create Link window:
Locale By default, links are created for the default locale selected during installation, such as
en_US.
However, if you have users in other countries, you can create links for those locales. To select a
different locale, follow the procedure described in To create a link for a different locale.
Status From the drop-down list, select Online to make the link visible to users in the specified
company.
Company From the drop-down list, select the company for which you want to create the link.
Display Name Enter a label for the link that will appear in the Request Entry Console.
Description Enter a brief description for the link.
URL Enter the URL for the website, for example, http://www.example.com.
4. Click Save to create the link.
5.
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5. Click Close to close the window.

The quick link appears in the table on the Quick Links Management window.
To create a link for a different locale

1. On the Quick Links Management window, select the link for the default locale, and click Other Locale to
open the Create Locale window.
2. From the Locale drop-down list, select the appropriate locale.
You can change the display name and the URL if needed.
3. Click Save.
The new link is listed on the Quick Links Management window.
To manage quick links

To edit the link information, select the link on the Quick Links Management window and click Edit. Make
the necessary changes in the Edit Link window and click Save. For example, you can change the URL and
description for an existing link, but you cannot change its locale.
To deactivate a link, select the link on the Quick Links Management window, click Edit, and select Offline
from the Status drop-down list. To reactivate a deactivated link, select Online.
To delete a link, select the link on the Quick Links Management window, and click the Delete icon.
Note
When you delete a link for the default locale, any associated links for other locales are also deleted.
11.8.7 Rebranding the Request Entry console

Skins provide the ability to change the properties of an AR System form view to make it appear differently to
different groups of users.Skins are primarily used to change images, colors, and backgrounds.
You use the BMC Remedy AR System skins to rebrand the Service Request Entry console, based on the
requirements of different companies or user groups to meet their corporate standards. Each skin is associated
with a set of permissions that is controlled by the BMC Remedy AR System. For more information about
customizing BMC Remedy AR System skins, see Defining skins.
Note
You need AR Administrator permission to access the BMC Remedy AR System Skins Console.
Skin template for the Request Entry console

Related topic
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Skin template for the Request Entry console

BMC Service Request Management provides an out-of-the-box skin template, SRM Enduser skin, that you can use
to create new skins for AR System forms that are launched from the Request Entry console. This includes the
Provide Information form, message boxes, pop-up windows (such as, the header bar of a Knowledge Base article
window), and Advanced Interface forms (AIFs). For example, service providers can use skins to display
customer-specified company logos,icons, and background colors on the Request Entry console.
The SRM Enduser skin uses the BMC_ENDUSER_SKIN tag from the SRS:SREC_ServiceRequestEntryConsole AR
form to change skin property values. The BMC_ENDUSER_SKIN tag has a number of child tags, each of which is
linked to the property value of a specific field. For example, the tag for the console's background is linked to the
value of the view's Skin Selector property. To change the view's background color, you must change the tag's
property value.
For more information about skin properties, see Request Entry console UI properties you can change.
The following figure illustrates areas of the Request Entry console home page that you can change using a skin.
Legend
1. Background color
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2. Left panel title bar color and text color

3. BMC Service Request Management title image
4. Welcome message text color
5. Notifications background color, text color, and icons
6. Right panel title bar color and text color
7. Quick action bar color and icons
8. Company logo image
For information about creating skins, see Defining skins for the Request Entry console.
Related topic
Defining skins for the Request Entry console

This topic describes how to define skins to rebrand the Request Entry console.
BMC Service Request Management provides a default skin template, SRM End user skin, that you can use to
define new skins for the Request Entry console.
To define a new skin, you must copy the skin template to create a duplicate skin. Then, you can rename the
duplicate skin to create a new skin. You can also modify its properties as needed. For more information about
skins and skin properties, see Applying skins to form views.
Note
Changing the properties of the default skin template is not recommended.
Before you begin

You must associate a skin with a computed group. Any group (including companies) to which you want to apply
the skin should be mapped to the computed group. For example, if you map the Calbro company to a computed
group, it inherits the group's skin association.
1. In BMC Remedy AR System, create a computed group with a Group Type of Change or View.
For information about creating computed groups, see Creating groups.
2. In BMC Remedy Developer Studio, upload the desired images, such as icons and logos, for the new skin to
the Images folder.
For information about using images, see Working with images.
Note
You must clear the mid-tier cache after you create a computed group or load images to the Images
folder.
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To define a new skin for the Request Entry console

1. Open the BMC Remedy AR System Skins console.
2. To find the SRM Enduser skin template, click New Search.
3. In the Description field, enter SRM Enduser skin, and click Search.
The SRM Enduser skin's details, such as the State, Type, Tag Name, and Group are displayed in the fields
below the Search pane. To enable you to copy the template, by default, the Group is set to Public. The
template's properties are displayed in the Skin Properties table.
4. Click Copy to copy the skin template
The Copy Skin dialog box is displayed on the screen.
5. From the Copy to Groups drop-down field, select the computed group that you created earlier, and click
Copy.
The new skin is associated with the selected computed group. The skin's properties are displayed in the
Skin Properties table below.
6. Enter a name for the new skin, modify its description as needed, and click Modify to save your changes.
7. To change a property, double-click the property in the Skin Properties table to open the properties
window, make the necessary change in the Property Value field, and click OK.
To change a color, you can enter the appropriate hexadecimal color code in the Property Value
drop-down field, or you can click the down arrow to select a color from the color palette.
To change an image, select a different image from the Property Value drop-down field. The value of
the Image property is the name of the image that you uploaded to the Images folder in BMC Remedy
Developer Studio. For more information, see Using image objects. Ensure that the pixel size of the
new image is the same as the original image, as shown in Request Entry console UI properties you
can change.
8. To make the skin available for use, set State to Enabled.
By default, the value is set to Disabled.
9. To view the new skin in the Skins list above, click New Search, and then click Search.
Note
After you create a skin or modify an existing one, you must flush the mid-tier cache to view the new or
updated skin.
For more information about creating and managing skins, see Defining skins.
Request Entry console UI properties you can change

This topic explains the areas of the Request Entry console that you can change using a skin. For information
about changing the property values, see Defining skins for the Request Entry console.
Request Entry console Popular view
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Request Entry console Browse view

Other UI properties
Request Entry console Popular view

You can change the Popular view properties shown in the following figure and table. The numbers in the figure
correspond to the value in the Number column in the table.
Type identifiers and properties in the Popular view

Number
Description
Type identifier
Property and default value
Window
BMC_EU_MAIN_BGCOLOR
Background Color
(#045B9A)
Note: This type identifier is duplicated in the Skin Properties table. You must change
the value for both type identifiers.
2
Application name
BMC_EU_COMPANYTITLE
BMC-SRM-Title
(image, 261x22 pixels)
Left panel title bar
BMC_EU_MAINCON_HBGCOLOR
Background Color
(#F5F5F5)
Background Gradient Color
(#D1D1D1)
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Number
Description
Type identifier
Left panel title bar
BMC_EU_MAINCON_HTXTCOLOR
Label/Text Color
(#004376)
Left panel
BMC_EU_MAINCON_CRUMBTRAILCOLOR
breadcrumb bar
Background Color
(#DEE0E0)
Welcome label
BMC_EU_BANNER_TXTCOLOR
Label/Text Color (#FFFBFO)
Notifications bar
BMC_EU_BANNER_SBGCOLOR
Background Color
(#FEFEFE)
(#DCDCDB)
Notifications bar
BMC_EU_BANNER_STXTCOLOR
Label/Text Color
(#004080)
Note: This type identifier is duplicated in the Skin Properties table. You must change
the value for both type identifiers.
6
Notifications bar
BMC_EU_BANNER_BROADCASTLOGO
BMC_EU_BANNER_APPROVALLOGO
SRM
Console-Broadcast-New
SRM Console-Alert-Blue
(images, 16x16 pixels)
Right panel title

bar
BMC_EU_SECCON _HSBGCOLOR
Background Color
(#339CDE)
(#0263A2)
Right panel title

bar
BMC_EU_SECCON_STXTCOLOR
Label/Text Color (#FFFFFF)
Quick action bar
BMC_EU_ACTIONBAR_BGCOLOR
Background Color
(#4AA9E5)
(#2188C9)
Quick action bar
BMC_EU_ACTIONBAR_HOMELOGO
BMC_EU_ACTIONBAR_SETTINGSLOGO
BMC_EU_ACTIONBAR_LOGOUTLOGO
BMC_EU_ACTIONBAR_CARTLOGO
BMC_EU_ACTIONBAR_HELPLOGO
SRM Console-Home
SRM Console-Settings
SRM Console-Logout
SRM Service Cart
SRM Console-Help
(images, 16x16 pixels)
Company logo
BMC-SRM-LOGO
SRM
Console-BMC-Logo-Blue
Request Entry console Browse view

You can change additional properties the Browse view, as shown in the following figure and table. The numbers
in the figure correspond to the value in the Number column in the table.
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Type identifiers and properties in the Browse view

Number
Description
Type identifier
Available Requests bar
DVF_AVAILABLE_REQUEST_HEADER_BG
Background color (#2188C9)
Selected category
DVF_SELECTED_CATEGORY_FROM_BG
Background color (#DBF0FD)
Selected category
DVF_SELECTED_CATEGORY_TO_BG
Background Gradient Color (#86C6EC)
Available Requests list, not selected
DVF_CATEGORY_REQUEST_LIST_BG
Background color (#D6E6F0)
Available Requests list, selected
DVF_CATEGORY_SELECTED_REQUEST_BG
Background color (#86C6EC)
Not shown
Browse view window
BMC_EU_BROWSECAT_BGCOLOR
Background color (#DEE0E0)
Other UI properties
You can change properties for other UI objects, as shown in the following table.
Type identifiers and properties for other objects
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Description
Type identifier
Close icon on Provide Information form
BMC_EU_CLOSELOGO
SRM White-Close-x
Cart border
BMC_EU_PANEL_BORDERCOLOR
Border color (#DEE0E0)
Summary bar in cart
BMC_EU_TRIMCOLOR
Background Color (#0465A4)

Line Color (#3B76A5)
Tables
BMC_EU_TABLEHEADER
Table Column Header Background Color (#2E96D7)

Table Column Header Background Gradient Color (#OA6EAD)
AR System pop-ups
All
Pop-up Header Footer Background Color (#319ADE)

Pop-up Header Footer Background Gradient Color (#0061A5)
11.8.8 Opening the Request Entry console in context

BMC Service Request Management provides a Context URL Builder utility to generate URLs to open the Request
Entry console in context. You can use these URLs to allow users to access a specific view on the console without
logging on to the Request Entry console. For example, you can provide direct access to a request or to request
categories.
You can also open the Request Entry console in context by using a BMC Remedy AR System Open Window
action, which specifies the context in the On Dialog Open Action.
This section provides the following information about launching the Request Entry console in context:
Using the Context URL Builder utility to generate URLs
Using context fields when creating launch-in-context URLs
Manually creating URLs to open the Request Entry console in context
Using an Open Window action to open the Request Entry console in context
Using the Context URL Builder utility to generate URLs

You can use the Context URL Builder utility (SRS:SRCLaunchURLBuilder) to generate the URLs that open the
Request Entry console in context. These URLs can appear in a portal, in a Knowledge Base article, or some other
web page that links to BMC Service Request Management.
Context URL Builder utility (click the following image to expand it.)
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To use the Context URL Builder utility to generate URLs

1. Log on to BMC Service Request Management as the SRM administrator and navigate to Custom
Configuration > Service Request Management > Request Entry Management > Launch-In-Context URL
Generator.
Alternatively, in a browser, open the SRS:SRCLaunchURLBuilder form using SRM administrator permission.
Use the following URL example to open the SRS:SRCLaunchURLBuilder form:
http://<webServer>:<portNumber>/arsys/forms/<serverName>/SRS%3ASRCLaunchURLBuilder
Based on the server you logged on to, the values in the Mid Tier Path and Server fields are automatically
filled in. You can modify these fields as needed (for example, with a different mid tier or server).
2. Enter the following information to define the launch URL:
Field name
Description
Restrict Acting
On Behalf Of
Determines if the On Behalf Of link is disabled when the console is launched. The default value is No the link is not
disabled, and the user can act on behalf of another user.
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Field name
Description
Restrict
Determines if the navigation links (Preferences, Approval Central, Give Feedback, Complete Survey, Home) and Favorite,
Navigation
Popular, Browse, and Search buttons are disabled when the console is launched. The default value is No the link is not
disabled, allowing users to navigate away from the specified context.
Close Console
After Request
Determines if the console closes immediately and the user is logged out after submitting a request. The default value is No
.
Is Submitted
3. From the View list, select a Request Entry console view, and then perform the following steps, depending
on the view that you selected:
View
Perform these steps to generate a URL
Service Categories
Click Generate URL.
Service
Subcategories
a. Select a subcategory.
b. Click Generate URL.
Services
a. Enter a search string.

b. Click Launch URL Encoder.
Not all characters are valid in URLs (for example, the # character or certain GUIDs). This utility helps you create
valid URLs.
c. In the ARURLEncoder form, enter the original string.
d. Click Convert.
e. Copy the encoded string and paste it into the URL Encoded String field in the Context URL Builder utility.
f. Click Generate URL.
Provide
Information
a. Search for an SRD to use in context (for example, by company or title).

b. Select an SRD from the table list of search results.
c. Click Generate URL.
Service Review
a. Search for an SRD to use in context (for example, by company or title).

b. Select an SRD from the table list of search results.
c. Click Generate URL.
Cart
Click Generate URL.
Submitted
Requests
a. From the Show field, select the status to display (for example, All Open Requests or Draft Requests).
b. Click Generate URL.
A URL appears in the URL field.

For examples of URLs for the various views, or context, see Examples of launch-in-context URLs.
4. (Optional) To ensure that your URLs are properly encoded, perform the following steps:
a. Open the URL Encoder form.
http://<webServer>:<port>/arsys/shared/ar_url_encoder.jsp
b. Enter the original string to encode.

c. Click Convert.
d. Copy the encoded string.
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Examples of launch-in-context URLs

The following table lists example launch-in-context URLs:
Context
Sample URL
Service categories
http://<webServer>:<port>/arsys/forms/<ARServer>/SRS:ServiceRequestConsole/
?mode=submit&F303900000=1&F303906700=0&F303902000=0&F303902100=0
Service subcategories
?mode=submit&F303900000=2&F303906900=ID00137260F2FChCXySQ_AVfAAWUwA
&F303906700=0&F303902000=0&F303902100=0
Services
?mode=submit&F303900000=3&F303906900=ID00137260F2FChCXySQ_AVfAAWUwA
&F303901700=report%20a%20problem&F303906700=0&F303902000=
0&F303902100=0
Provide information
?mode=submit&F303900000=4&F303900900=SR000F1F6C79D85P3MRQE
2hwBAvPQA&F303906700=0&F303902000=0&F303902100=0
Service review
?mode=submit&F303900000=5&F303900900=SR000F1F6C79D85P3MRQE
2hwBAvPQA&F303906700=0&F303902000=0&F303902100=0
Cart
?mode=submit&F303900000=6&F303906700=0&F303902000=0
&F303902100=0
Submitted requests
?mode=submit&F303900000=7&F303901600=30&F303906700=0&F303902000=
0&F303902100=0
Using context fields when creating launch-in-context URLs

When creating launch-in-context URLs, context fields are added to the Request Entry console to specify which
view to launch, the context to display, and the behavior of the console after it is launched. The following table
lists the context fields, and provides a description of the values used to set the context.
Note
To display Service Review on the Request Entry console, users must hover the mouse pointer over the
service title.
Field name
Database
ID
Values
Description
Context_View
303900000
1 Browse Categories view
This field value is required for all views. The Context_View field is used
to designate which view to launch.
2 Browse Subcategories view

This value requires that the
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Field name
Database
ID
Values
Description
Context_Category1_Base_InstanceId
field be set.
3 Services view
Context_Category1_Base_InstanceId
and Context_Search_String fields be
set.
4 Provide Information view
Context_SRD_InstanceId field be set.
It also optionally uses the
Context_SRD_Number field in place
of the Context_SRD_InstanceId field.
5 Service Review view
Context_SRD_InstanceId field be set.
It also optionally uses the
Context_SRD_Number field in place
of the Context_SRD_InstanceId field.
6 Cart view
7 Submitted Requests view
Context_Request_Show field be set.
Context_Category1_
Base_InstanceId
303906900
Category 1 (Navigational Category)

instanceId. This value might need to
be URL encoded.
This field value is required when the value of Context_View is 2 or 3. It

is used to specify the category to display subcategories, and to specify
the category under which a search for services is constrained.
All Search within all services.

Quick Picks Search within services
that are designated as Quick Picks.
These include user favorites, system
requests, and services most
requested.
categoryName Search within

services that are configured with the
designated category 1 navigational
category. This value might need to
be URL encoded.
Context_Search
_String
303901700
Context_SRD
_InstanceId
303900900
A URL encoded string used to limit

the search for services.
(Optional) This field value is used when the value of Context_View is 3.

This string is used to check the Service Request Definition search
cache field. The search cache field contains a string representation of
a combination of an SRD's title, navigational categories, and keywords.
This field value is required when the value of Context_View is 4 or 5. It
is used to specify the SRD to be used in the context of the view. If the
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Field name
Context_SRD
Database
ID
Values
Description
The Service Request Definition

instance ID. This value might need to
Context_SRD_Number field value is set instead, the

Context_SRD_InstanceId value is set by workflow that looks up the
be URL encoded.
value based on the Context_SRD_Number value.
301628200
Service Request Definition ID
(Optional) This field value is used when the value of Context_View is 4

or 5. It is used to specify the SRD to be used in the context of the view.
It can be used in place of the Context_SRD_InstanceId field value. It is
used by workflow to look up the Context_SRD_InstanceId field value.
303901600
10 All open requests (default)
This field value is required when the value of Context_View is set to 7.
This value in
SRS:SRCLaunchURLBuilder
It is used to specify the filter value for the Submitted Requests.
_Number
Context_Request
_Show
corresponds to the All option in the

Show field on the My Requests pod
in the 8.1.00 Request Entry console.
20 Draft requests
This value in
SRS:SRCLaunchURLBuilder
corresponds to the Open and Draft
Requests option in the Show field on
the My Requests pod in the 8.1.00
30 Requests needing attention
40 Recently closed requests
50 Requests closed since last log
in
60 Closed requests
Context_Restrict_
Navigation
303902000
0 No (default)
1 Yes
This field is required, but is set to 0 by default. Its value determines

whether the navigation links outside the work area (Popular Services,
Submitted Requests, Broadcasts, and so on) are disabled when the
console is launched. If the value is set to 1, the links are disabled,
forcing users to drill down towards submitting a request only by using
the buttons in the work area to control the navigation.
Context_Restrict
_OBO
303906700
0 No (default)
1 Yes
This field is required, but is set to 0 by default. Its value determines

whether the On Behalf Of link is disabled when the console is
launched. If the value is set to 1, the link is disabled, and users cannot
act on behalf of another user.
Context_PI_
CloseAfterSubmit
303902100
0 No (default)
1 Yes
This field is required when the value of Context_View field is set to 4

or 5. It is set to 0 by default. Its value determines whether the console
closes immediately after the user submits a request.
Context_
EntitlementVerified
303931400
Context_
TakeSRDOfflineFlag
302792000
This field is used when Entitlement Management is set to On, to verify

whether the user is entitled to request the SRD specified in the
context. The value is set by workflow on the Service Request console.
1000 Online
2000 Offline
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Field name
Database
ID
Values
Description
This field is used when the value of Context_View is set to 4 or 5. It

verifies that the SRD specified in the context is online for users to
request. The value is set by workflow on the Service Request console.
Context_VerifyFailed
303932500
0 No (default)
This field is used when the value of Context_View is set to 4 or 5. It
1 Yes
verifies that the SRD specified in the context is online and the user is
entitled to request it when Entitlement Management is set to On. The
value is set by workflow on the Service Request console.
Manually creating URLs to open the Request Entry console in context

If you do not use the SRS:SRCLaunchURLBuilder form to generate the URLs, you can manually create URLs for
opening the Request Entry console in context.
The URLs must be formatted as follows:
http://<webServer>:<port>/arsys/forms/<ARServer>/SRS:ServiceRequestConsole/?mode=submit&F<fieldID=paramValue>&F<field
The variables in the URL are defined as follows:

<webServer> Fully qualified name of the BMC Remedy Mid Tier system, specified in the format
serverName.company.com
<port> Optional port number, which is needed if the web server is not on the default port (port 80)
<ARServer> Name of the BMC Remedy AR System server that contains the application
<fieldID> Database ID of the field for which you must supply a value when the Request Entry console
opens
<paramValue> Value to populate in the field when the Request Entry console opens
For more information, see Using context fields when creating launch-in-context URLs.
Using an Open Window action to open the Request Entry console in context
To open the Request Entry console in context from an Open Window action, you must supply values for the
context fields of the SRS:ServiceRequestConsole form. These fields specify which view to launch, the context to
display, and the behavior of the console after it is launched. The table in Using context fields when creating
launch-in-context URLs lists the context fields, and provides a description of the values used to set the context.
For information about the Open Window Action, see the Workflow objects.
11.8.9 Configuring service request query exclusions

You can configure the Request Entry console to ignore frequently used words (such as and, the, where, and so
on). The console can also be configured to exclude specific words from the search.
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BMC Service Request Management installs by default a list of U.S. English words (with the en_US locale) to
exclude. You can also create a localized exclusion list.
Note
Query exclusions are applied based on an exact match by locale.
If full text search (FTS) is enabled, the Request Entry Console will use the FTS Ignore Words list to exclude words
from end user searches. If FTS is not enabled, the Request Entry Console will use the BMC Service Request
Management Exclusion List to exclude words.
You might want to review the FTS Ignore Words because it is extensive. For more information about configuring
Ignore words, see Configuring the Ignore Words List.
To configure service request query exclusions

2. From the Application Settings list, select Service Request Management > Request Entry Management >
Service Request Search Exclusion String, and click Open.
3. To modify the list of terms to exclude, perform the following actions from the Service Request Query
Exclusions form:
a. Click Search.
b. Select a record and modify it as needed by adding additional words to exclude (for example, because
).
c. Make sure the list begins and ends with a semicolon.
d. Click Save.
4. To create a localized exclusion list, follow these steps:
a. Specify the status.
b. Specify the locale (for example, fr_FR).
c. Add the words to exclude (for example, mais, parce que, or Prgrin ).
d. Make sure the list begins and ends with a semicolon.
e. Click Save.
11.8.10 Viewing statistics of searched terms on the Request Entry console

The SYS:SearchTermStatistics form keeps statistics about searched terms for each company. When a user enters a
search term on the Request Entry console, and search results are returned (or not returned), the
SYS:SearchTermStatistics form is updated.
Note
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You must have BMC Remedy AR System administrator permissions to view this form.
The SYS:SearchTermStatistics form contains the following fields:

Field
Description
Company
The name of the company for the user who used the search term in the search
Search Term
The text of the search term (for example, request a new laptop)
Locale
The locale of the user who used the search term. This field's values follow these rules:
For every locale (except pt_BR or zh_CN), the value of the field contains only the first two letters of the locale. For example,
for de_DE, the value is de.
For pt_BR or zh_CN, the value is the same as the locale (for example, pt_BR).
A $NULL$ (empty) locale value is allowed and can be used as a fallback mechanism.
Primary tag
The area to which the search term applies (that is, REQUEST_ENTRY_CONSOLE)
Secondary
tag
A specific description (if needed) of the area to which the search term applies (for example, SEARCH_FIELD)
Total
Successful
Searches
The number of times the search term returned results for the users at the company
Current
Unsuccessful
Searches
The current number of times the search term did not return any results for a user
Total
Unsuccessful
Searches
The total number of times the search term did not return any results for the users at the company
Search Term
Ranking
The current search term rank. The higher the rank, statistically the more users will see results when using this search term; hence,
the term is more useful. Each unsuccessful search lowers the rank. Each successful search raises the rank.
You can reset this field. (The Total Unsuccessful Searches field records all of the unsuccessful search attempts.) After the search term
has been successful the first time, resetting the Current Unsuccessful Searches field raises the search term rank. Resetting the field is
helpful when you add a service (such as "replacing a tuner"). If users were searching for "replace tuner," but there was no service, the
ranking would be low. When you add the "replacing a tuner" service, you would reset the Current Unsuccessful Searches field so that
the search term receives a ranking value of 1, and it appears on the suggestion list.
The rank is calculated with the following formula:

Total Successful Searches Current Unsuccessful Searches
This calculation can be zero, or a negative or positive value. Search terms with a negative or zero value are never displayed in the
suggestion list on the Request Entry console.
11.9 Internationalization and localization

This section discusses localizing BMC Service Request Management. The application is built on BMC Remedy AR
System, which is a robust internationalized environment. This environment includes internal support for different
character sets and a suite of features that enables administrators to produce localized applications. In addition,
support is provided for a locale model in which users can specify their language and formatting preferences to
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have the application delivered in the style that is the most useful to them. With this model, the same application
can be delivered simultaneously to different users in multiple languages.
You can localize BMC Service Request Management in the following ways:
You can define Navigational Categories and SRD Levels in multiple languages.
You can define the display properties for application object templates (AOTs), process definition templates
(PDTs), and service request definitions (SRDs) in multiple languages. The display properties of these object
are then automatically related to each other.
You can define Questions in different languages. The display properties of Questions (unlike, for example,
AOTs) are not automatically tied to each other.
End users can see the service requests available in their own language.
You can define a custom date/time format. Enter the custom date/time format on the Locale tab on the AR
System User Preferences form. For more information, see Defining date and time questions.
Configuring the BMC Remedy AR System server for localization
Supported languages
Localizing the application
11.9.1 Configuring the BMC Remedy AR System server for localization

To localize the application, you must configure the BMC Remedy AR System administration settings.
To configure the BMC Remedy AR System server for localization

1. From the IT Home Page, open the AR System Administration Console.
2. Select System > General > Server Information.
3. In the Server Information window, click the Advanced tab.
4. In the Localized Error Messages section, select Localize Server (if it is not selected already).
5. Click OK.
11.9.2 Supported languages

The application is localized in the following languages:
English
Brazilian Portuguese
French
German
Italian
Japanese
Korean
Simplified Chinese
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Spanish
In addition, localized Help is available to users who are working in the Request Entry console and the Business
Manager Console. It consists of a separate set of localized HTML Help files that are accessed from the web-based
forms by clicking the Help link. For information about making Help available to your users, see the following
topics:
Installing help
11.9.3 Localizing the application

You can localize all content that appears to users in the Request Entry console. This section guides you through
the steps of localizing the display properties in the languages of your user community.
Locale fallback mechanism
Localizing BMC Service Request Management objects
Localizing navigational categories
Localizing AOTs
Localizing PDTs
Localizing SRDs
Localizing AIFs
Localizing surveys in an SRD
Finishing localization
You can perform these advanced configuration and administration steps after you understand basic BMC Service
Request Management functionality. For example, display properties you can localize including navigational
categories, AOTs, PDTs, and SRDs.
Locale fallback mechanism

Locale behavior affects the entire chain of BMC Service Request Management objects, from SRDs to PDTs to
AOTs to Questions to Navigational Categories to Browse for Service details. If a BMC Service Request
Management object is not localized, it might be invisible to your users.
Fallback mechanism for selecting a view

The application uses the following fallback lookup mechanism when selecting a view for the user's browser:
1. The mid tier first uses the locale defined in the AR System User Preference form.
2. If there are no user preferences, the system selects the appropriate view for the user's browser.
3. If the view with the user's preferred locale is not found, the system checks the operating system of the
user's computer.
4.
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4. If there is no exact match during any of these stages, the fallback mechanism finds the closest possible
locale to the one requested.
5. If no locale preference is set, a view with a blank locale, or the locale of operating system on the user's
computer, is used.
6. If no locale preference is set and there is no view with a blank locale, an available view for the selected
form appears. The resulting view then appears. For example, if a user has es_AR (Spanish_Argentina)
selected as a preference, but there is no view created for es_AR, the view created with locale es appears.
So creating a view with locale es covers all Spanish users, regardless of whether the user's preferred locale
is es_AR or es_ES.
Fallback mechanism for Popular Services and DVF data

The application uses the following fallback lookup mechanism when selecting data, for example, displaying the
Popular Services items in the Request Entry console:
1. The Request Entry console searches for data with the exact user locale, for example, en_US.
2. If the Request Entry console cannot find data with the en_US locale, it performs a wildcard search using
en%.
3. If the Request Entry console still cannot find any data, it searches for data where the locale setting is null.
When the data visualization field (DVF) retrieves data to display, it follows the same sequence as the
4. The DVF searches for data with the exact user locale.
5. The DVF then performs a wildcard search, for example, en%.
6. The DVF then searches for data with a null locale value.
7. If the DVF still cannot find any data, it searches for the navigational category of the initial view.
Localizing BMC Service Request Management objects

The various BMC Service Request Management objects (for example, navigational categories or SRDs) appear
based on the locale fallback mechanism of BMC Remedy AR System. If BMC Remedy AR System finds at least one
localized object for the client locale (for example, en_US ), it does not display the other localized objects defined
in other locales.
When you create your own navigational categories, AOTs, PDTs, and SRDs, it is recommended that you localize
them at the same time.
By default, the BMC Service Request Management sample data was defined with null locale values. If you do not
localize any BMC Service Request Management objects, the sample data (for example, the navigational
categories) appears the first time that you log into the Request Entry console. Any users logging in to the system
are guaranteed to see this sample data.
But when you localize a BMC Service Request Management object (for example, a navigational category with the
en_US or fr locale), users who log into the system with the fr locale no longer can see the sample data with null
locales. Users see only those BMC Service Request Management objects that match their client locale.
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To show sample data, you must localize it as well.
Localizing navigational categories

Translated navigational categories follow the default language sort order specified in Category Management. You
cannot sort translated categories differently than the base locale value. When you configure a navigational
category, you can also include other locales in addition to those shipped with the application (French, Japanese,
Simplified Chinese, and so on). You can create additional sets of display properties for your users, based on the
locales you specify, for example, Dutch (nl). These display properties are automatically related to each other.
This navigational category appears in the Request Entry console in the main window and as a menu item in the
Search menu. If you include additional locales, this procedure describes some additional steps you must perform
to finish localizing the application.
You can change the image for each localized Category 1 record. Each localized category can use a different
image; the base category is the default image.
Note
This section assumes you are familiar with configuring navigational categories.
To localize navigational categories

1. To create the navigational category, on the Custom Configuration tab of the Application Administration
Console, choose Service Request Management > Navigational Categories > Category Management, and
then click Open.
2. Choose Global or a company.
3. Click Manage Locales.
The Category tree shows either global categories or categories for the specific company that you selected
on the Category Management form.
4. Click Add Locale to populate the list of languages available for localization.
5. In the Category Locale Select dialog box, select a locale (for example, fr_FR or es_ES), and click OK.
You can add as many locales as needed. When you click Select, all categories shown in the category locale
are duplicated for that locale with parentheses around the category name.
6. Select a record in the Categories tree (for example, Calbro Services Computers).
7. From the Select Locale menu, select a language (for example, fr_FR).
8. In the Localized Category Name and Localized Description fields, enter the localized text.
The original text appears in parentheses. Remove the parentheses when you add your localized text. Some
localized categories are provided for you by default when the application is installed. Otherwise, you must
select your own localized category.
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Tip
Enter "user-friendly" names for this navigational category, based on your locale.
9. Replace the image, as needed, for your locale.

You can relate different images for different locales for each category. You might decide the French locale
needs a different image associated with the navigational category. For example, you can relate one image
appropriate for the en_US locale, and a different image appropriate for the fr_FR locale.
10. Click Apply.
The localized information appears in the category tree.
11. Log into the Request Entry console.
This localized navigational category is shown in the specified language when users log into the server with
the specified locale, for example, Dutch (nl). For more information, see Finishing localization.
Localizing AOTs
When you configure an application object template (AOT), you can also include other locales. You can create
additional sets of display properties for your users, based on other locales you specify, for example, fr. These
display properties are automatically related to each other.
Note
The following procedure assumes you understand the AOT configuration. See Defining application
object templates.
To localize AOTs
1. To create the AOT, on the Custom Configuration tab of the Application Administration Console, choose
Service Request Management >Application Configuration > Define Application Object Template, and click
Open.
2. Search for a record and open it.
3. Click Other Locales.
4. In the Defined Locales dialog box, specify a new locale, for example, fr.
5. Enter a "user-friendly" name of this AOT, based on your locale.
6. Provide a summary, based on your locale.
7. Click Add to save the display properties for this locale.
8. Add more locales as needed.
9. Close the dialog box, and click Save.
The Service Catalog Manager can use this localized AOT when creating a PDT.
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Localizing PDTs
When you create a PDT, you can also include other locales. You create additional sets of display properties for
your users, based on other locales you specify, for example, fr. These display properties are automatically related
to each other.
Important
The parent AOTs and PDTs appear in the first locale created. As a result, if you first create an AOT in
English and then localize it for French, you only see the parent English AOT shown in the PDT form.
To localize PDTs
1. Create the PDT.
See Creating a standard PDT or Creating a quick launch PDT.
2. Add the localized AOT or localized nested PDTs to this PDT.
4. In the Defined Locales dialog box, specify a new locale, for example, fr.
5. Enter a name of this PDT, based on your locale.
9. Close the dialog box, and click Save.
The localized PDTs appear in the Process View of the Service Catalog Manager Console.
Note
The localized PDTs have the same template ID as the original.
The Service Catalog Manager can use these localized PDTs when creating an SRD.
Localizing SRDs
When you create an SRD, you can localize it to automatically translate the displayed text, such as questions and
labels, for other locales. Questions from the original SRD are displayed on the Actions tab of the localized SRD.
You can add and edit questions, edit instructions, edit displayed values and labels in the localized SRD.
Recommendation
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Create questions, actions, and mappings for SRDs before you localize them. This will ensure that the
questions, actions, and mappings are automatically applied to the localized SRDs. If you update
questions in the original SRD after localization is completed, you will have to replicate the mappings in
all the locales.

Localizing questions to use with SRDs
Remapping localized questions to an SRD
Localizing SRD levels
To localize SRDs
1. Create the SRD.
See Creating a standard SRD with the Service Request Definition form.
3. In the specify Defined Locales form, specify a new locale, for example, fr.
4. Enter a user-friendly name of this SRD, based on your locale.
8. Close the Defined Locales dialog box.
Users can view this localized SRD in the Request Entry console when they log into the server with the fr
locale.
9. Save the SRD.
Note
Localize the navigational categories before you localize the SRD. If you do not, you will be prompted to
create them when you attempt to save the SRD.
Localizing questions to use with SRDs

In the Questions Library form, you can localize a set of questions that users are prompted to answer when
creating a service request from the SRD.
To define the Questions Library entries

1. On the Custom Configuration tab of the Application Administration Console, choose Service Request
Management > Application Configuration > Define Questions Library, and then click Open.
Note
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You can also dynamically define questions when you are creating mappings in the SRD.
2. Search for a question and open it.

3. Specify the locale to deliver questions in the language that is the most useful to your users, for example, fr
for French.
Note
Only questions with a locale that exactly matches the locale on the SRD appear in the questions
dialog box.
4. Perform the following steps:

a. Enter the locale.
b. Enter the question text for users.
c. Specify the answer format to this question entry.
d. (Optional) In the Category field, select or enter the category that you want to apply to the question.
This is the value you specified for the Registry Name field on the Application Registry form. You push
the answer to the question back to the work order that is part of the AOT.
e. (Optional) In the Instructions field, enter instructions on responding to the question.
5. Click Save.
Remapping localized questions to an SRD

You must remap the localized questions to an SRD.
For information about defining questions, see Adding and mapping questions, variables, and service request fields
.
To remap localized questions to an SRD

2. Click Questions & Mapping to open the Question Management dialog box.
3. Perform the following steps to map your questions to the SRD:
a. On the Questions tab, select a question you have localized.
b. Enter a default value (optional), and click Apply.
c. Click the Variable Mapping, and map the variables accordingly.
d. Map the target to the question.
e. Click Apply.
4. Update all the questions and data targets.
5. Close the Question Management dialog box.
6. Save the SRD.
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Localizing SRD levels

When you create SRD levels, you can also localize them.
To define SRD levels

1. On the Custom Configuration tab of the Application Administration Console, choose Service Request
Management > SRD Level > SRD Level, and click Open.
2. Enter a locale, level, and status.
3. Save the record.
5. In the Defined Locales dialog box, select the new locale.
6. Enter the new localized level text, and click Add.
If you search for these new levels in the SRD Level dialog box, both items are available, each in their
respective locale, Dutch and Portuguese.
When the Service Catalog Manager creates the SRD, the locale level is available for use.
Localizing AIFs
If you plan to deploy advanced interface forms (AIFs) in a localized environment, you should create localized
views for them. The AIFs are installed with localized views for English, Japanese, French, Italian, German, Spanish,
and Simplified Chinese.
Note
For information about localizing BMC Remedy AR System forms, see Localizing form views.
To localize AIFs
1. For each AIF that you want to localize, create a localized view of that form.
You can use a copy of a view as the base for creating a localized view. The new view should have the
Locale property set to match the appropriate locale.
2. After you associate a view with a specific locale, select that view and localize the components that users
see.
For example, translate the field labels.
3. After you translate the components, adjust the field and view size to better match the new labels.
Troubleshooting
If you create and localize your own AIFs and they do not appear as expected, use the following procedure to
reconfigure them: Reconfiguring AIFs after localization
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Reconfiguring AIFs after localization

If you create and localize your own advanced interface forms (AIFs) and they do not appear as expected, use the
following procedure to reconfigure them.
To reconfigure AIFs
1. From the Application Settings list, select Service Request Management > Advanced > Configure Advanced
Interface Data, and click Open.
2. Search for a form record.
3. Modify the information as needed.
4. Specify the proper locale for your form.
5. Click Save.
If the SRD includes an advanced interface form that is localized, users will see the correct localized version
when they log into the Request Entry console.
Localizing surveys in an SRD

Use the Search for Surveys form to select survey questions for your requesters. Surveys give the Service Catalog
Manager or Business Manager an indication of customer satisfaction levels and how the service desk is
performing.
Note
You can add a survey to an SRD only if surveys are enabled in the Request Preferences form. See
Defining behavior rules for surveys.
To select surveys
If your application administrator created a default survey, its name appears.
3. To exclude a survey from this SRD, select Disabled from the Status field.
4. To create a custom survey for this SRD, select Custom from the Configuration field.
Otherwise, the default survey is included with the SRD.
5. Click Select.
6. In the Search Survey form, select the company to which this survey applies, or select Global to make this
survey available to all companies.
8. In the Configure Survey dialog box, enter a name for your survey.
9. Click Save.
The dialog box closes and you are returned to the Search Survey form.
10.
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10. Click Manage Questions.

The Manage Questions dialog box appears.
11. To create or modify questions in your survey, perform these steps:
a. Specify a locale, if your questions must be localized, for example, en_US.
b. Specify the numerical sequence, for example, 1.
c. Define the question.
Finishing localization
After you finish localizing the navigational categories, AOTs, PDTs, and SRDs, perform the following steps.
To finish localization
1. Deploy the SRD.
2. Make sure the proper locales for your users are defined in the People form.
a. Click the Notifications tab.
b. Select the Notification Language, for example, French (France).
c. Save your changes.
3. If your users have problems seeing currencies in their proper locale, define their user preference settings:
a. Open the AR System User Preference form in new mode.
b. Click the Locale tab.
c. Define the User Locale and Currency settings.
Note
Currency works only if the currency ratios are properly configured on the BMC Remedy AR
System server. See Creating currency exchange ratios.
d. Click Save.
Note
For each user, make sure that the AR System User Preference locale and the Notification
Language are the same, to prevent confusion.
4. Log into the Request Entry console.

If you have properly localized all the BMC Service Request Management components, the localized
navigational category appears in the Request Entry console.
5. Select a service.
The localized information appear properly.
6.
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6. Submit the service request.

7. Verify the request details.
8. Open the request in the fulfillment application.
Make sure the answers to the localized questions were correctly pushed to the application.
11.10 Configuring Identity Request Management

This section describes how to manage Identity Request Management service requests.
Configuring access roles for Identity Request Management
Managing service configurations
Reloading the configuration
Configuring approval for Identity Request Management
Configuring for debug mode for Identity Request Management
Configuring passwords for change request service
Configuring requests for Identity Request Management
For information about the Identity Request Management software development kit (SDK), see Developing.
11.10.1 Configuring access roles for Identity Request Management

You can configure which roles can perform specific Identity Request Management services.
The following roles are available:
Identity request management roles
Role
Permissions
Identity Request Management Administrator (IRM Administrator)
View all requests from all the companies to which that user has
access
Identity Request Management Configuration Manager (IRM Configuration

Manager)
Manage (add, change, or delete) IRM configurations
Identity Request Management Delegated Administrator (IRM Delegated Admin)
Request for services on behalf of the other users
Identity Request Management Manager (IRM Manager)
Request for services for employees reporting to this person
Identity Request Management User (IRM User)
Request for self-service requests only
Identity Request Management Submitter (IRM Submitter)
Submit requests to the IRM Interface forms
In the following table, Yes indicates the specific Identity Request Management roles that define which services
can be used by the different users.
For each service, the following options are available:
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Self Service A user can perform Identity Request Management service for himself or herself only.
Non-self service A user can use Identity Request Management service for other people in the companies
to which the user has access.
Identity Request Management roles that can request a service
Services
IRM User
IRM Manager
IRM Delegated Admin
Self service
Self service
Non-self service
Self service
Non-self service
Password change request
Yes
Yes
Yes
Yes
Yes
Unlock account request
Yes
Yes
Yes
Yes
Yes
Yes
Enable account request

View assigned access
Yes
Yes
Yes
Yes
Request access right
Yes
Yes
Yes
Yes
Yes
Yes
Remove access right

Password manager launcher
Yes
Yes
Yes
Unlock account launcher
Yes
Yes
Yes
Enable account launcher
Yes
Yes
Recertify employee
Yes
Yes
Revoke employee
Yes
Yes
The configuration provided with Identity Request Management installation is a Global configuration. You can
configure the Global configuration according to your company policies.
Note
All roles that are configured to a non-self service should also be configured for a self service for the
same service, or the users that are assigned to the roles will not be able to use the service.
11.10.2 Managing service configurations

You can add, update, and delete service configurations.
To add a new service configuration

1. On the Custom Configuration tab on the Application Administration console, select Identity Request
Management > Services Requests Configuration > Access Roles Configuration.
2. Select a company and click Add Role - Service Configuration.
3. Select the service that you want to configure from the IRM Services menu.
4.
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4. In the Role List for Self Service field, select the roles that you want to give access to the selected service.
5. In the Role List for Non Self Service field, select the roles that you want to give access to the selected
service.
6. Click Save Configuration.
To update a service configuration

Management > Access Roles Configuration.
3. Select a service that you want to change, and click Update Role - Service Configuration.
4. From the Role List for Self Service and Role List for Non Self Service fields, select the new roles.
5. Click Modify Configuration option.
To delete a service configuration

3. Select the service you want to delete, and click Delete Role - Service Configuration.
4. Click Close.
11.10.3 Reloading the configuration

The Reload Configuration button is available when any modifications are made on the Roles Access
Configuration and the current state needs to be synchronized.
To set a reload configuration on the Role Access Configuration

2. Click Reload Configuration after any modifications.
Note
Ensure that the following message appears after clicking Reload Configuration:
IRM160095I: Configuration has been reloaded. (ARNOTE 160095)
11.10.4 Configuring approval for Identity Request Management

After you install BMC Service Request Management, a manager approval process is configured for Request Access
Right and for Enable Account Request. Identity Request Management provides an option for the user to get an
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approval for the submitted request before fulfilling the request. The user can configure for one of the following
approval types:
Manager The user's manager, which is defined in the People form
Person Select a user to approve the request.
Group Select an ITSM Support Group. For the users in the selected Support Group to receive the
request, the users should have:
Permissions of the Company and the Support Organization
Functional Role for Identity Management Approver (Identity Management)
This section provides the following information about configuring approval for Identity Request Management:
Adding functional roles
Adding Identity Request Management information in Approval Central
Updating approval configuration
Adding functional roles

1. In BMC Remedy Developer Studio, open to the AR System Navigator, and expand the All Objects list.
2. Open the Forms object list.
3. Open the CTM:SupportGroupFunctionalRole form, and view the properties for the FunctionalRoleAlias
field.
4. Select the Selection property, and click the ellipsis (...) button.
5. Click Add, and enter the following information:
Field name
Value
Selection Values
Identity Management Approver
Alias
ID
Select a unique number that is not same as the other IDs
6. Save the form.

7. Open the CTM:Support Group Association form, and view the properties for the CTM:Support Group
Association field properties.
8. Select the Selection property, and click the ellipsis (...) button.
9. Click Add, and enter the following information:
Field name
Value
Selection Values
Alias
ID
Enter the same ID as selected in step 5.
10. In a browser, open the SYS:Menu Items form in New mode.

11. Enter the following information:
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11.
Field name
Value
Menu Type
Functional Role
Menu Lable 1
Selection Code
Enter the same ID as selected in step 5.
Menu Value 1
Menu Lable 2
Identity Management
Menu Value 2
Menu Order
250
Use in WorkFlow
Yes
Menu Visible
Yes
System Lock
No
12. Save the record.
Adding Identity Request Management information in Approval Central

You can allow a user to view more information about the request in the Note field and the request name in
Approval Central. You can configure this by for the following services:
Enable Account
Request Access Rights
To add information to Identity Request Management requests

1. In a browser, with BMC Remedy AR System Administrator permissions, open the AP:Administration form.
2. Click the Form tab, and select the IAM:Requests_AppIF form.
3. Click View.
4. From the AR System Approval Server Request Form, click the Advanced tab.
5. In the following fields, enter the values listed:
Field name
Value
Application Request ID
$Request ID$
Field1 {14506}
$RequestType$
Field7 {14512}
$RequestType$
Field8 {14513}
$RequestDetails$
6. Click Save.
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Updating approval configuration

You update approval configuration on the Application Administration Console.
To update the approval configuration

1. On the Custom Configuration tab of the Application Administration Console, select Identity Request
Management > Services Request Configuration > Approval Configuration.
2. Select the request type for which you want to change the approval configuration, and click Update
Approval Configuration.
The Approval Configuration form for the selected service opens.
3. From the Needs Approval field, select one of the following approval types:
Manager The Max Approval Level field is displayed. The user can select the number of approval
levels (maximum number of levels is 5). For example, when the manager approves the request, the
request is transferred to one level higher management, and this continues depending on the number
entered in this field.
Person The Approver field and a Select button are displayed. Click Select to select the person for
approving the request.
Group The Support Group and a Select button are displayed. Click Select to select the support
group for approving the request.
None Select None if no approval is needed.
4. To save the changes, click Modify Request Configuration.
11.10.5 Configuring for debug mode for Identity Request Management

If requested by BMC Software Support personnel, you can configure the application to debug mode.
To configure debug mode

Management > Services Request Configuration > General Configuration.
2. Select or clear the Debug mode as required.
11.10.6 Configuring passwords for change request service

For a company, define the relevant parameters, language to be used, description of the company's password
policy, and general password change configuration.
Password change parameters
To update password change parameters
Password policy configuration
To add password policy text
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To delete password policy text
Password change parameters

The following password change parameters are used to control and display the different fields on the Password
Change Service window:
Show Account Table Controls the display of the available accounts table on the Password Change
Service window.
Include Person Password Controls the password change of the person and accounts of the person. Set
this parameter for the Include Person Password field to be selected on the Password Change Request
window.
Enter Current Password Controls the display of the current password field on the Password Change
Service window. If the current password field is displayed, enter the current password from the back end.
Note
The Current Password has to be validated by the adapter.
To update password change parameters

Management > Services Request Configuration > Password Change Configuration.
2. Select or clear the required parameters under the Password Change Parameters heading.
Password policy configuration

The password policy used in the Identity Request Management Password Change request is based on the policy
defined in the identity management backend application. Password Policy configuration parameters are not
available for each company in each locale; only the Password Policy text has these options. In addition, when a
line from a table is selected, a Password Policy for specific company in a specific locale is selected, and that
policy is applicable for the update and delete options.
Note
A non-applicable password locale can be deleted.
To add password policy text

2.
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2. Click Add New Password Policy Text.

3. Select the required Company and Locale.
4. Enter text for the Password Policy field.
5. Click Save Password Policy Text.
6. Click Close.
To delete password policy text

2. Select the policy text that you want to delete.
3. Click Delete Password Policy Text.
The field is deleted and will no longer be available.
4. Click Close.
11.10.7 Configuring requests for Identity Request Management

To configure requests for identity management, you can perform the following actions:
Add forms for specific requests
Change the forms used for specific requests
Delete requests
The request parameters can be changed only if one of the following statements is true:
BMC Support personnel asked you to make the changes.
You are a qualified BMC Remedy AR System programmer and you have consulted BMC Support before
making the changes.
To update the request parameters

Management > Services Request Configuration > Requests Configuration.
2. Select the request type to be updated.
3. Click Update Request Configuration, and perform the required changes.
5. Click Close.
To delete a request type

Management > Services Request Configuration > Requests Configuration.
2. Select the request type to be deleted, and click Delete Request Type Configuration.
3. Click Close.
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12 Developing
This section provides information about extending or customizing the product and about developing integrations
with third-party applications.
Customizing BMC Service Request Management
Developing integrations
12.1 Customizing BMC Service Request Management

The BMC Service Request Management application is built on BMC Remedy AR System. This enables experienced
administrators, workflow developers, and consultants to extend and customize the behavior of the advanced
interaction forms supplied with BMC Service Request Management to meet the changing needs of your
organization and to integrate it with other applications. BMC offers courses for beginners through advanced
workflow developers. For more information, visit BMC Software education at http://www.bmc.com/education.
For information about extending the functionality of BMC Service Request Management, visit the Customer
Support website at http://www.bmc.com/support.
12.2 Developing integrations

This section of the information is for developers who want to use the application interfaces associated with BMC
Service Request Management to enable external applications, such as web services, to create, modify, and search
for tickets within BMC Service Request Management.
To take full advantage of the information presented, you should have a working knowledge of the BMC Remedy
Action Request System (BMC Remedy AR System) and the BMC Remedy ITSM applications' common foundation.
Integration overview
Integration methods
Configuring third-party applications for integration
Web services for BMC Service Request Management
Web services for Work Order Management
Developer information for the Identity Request Management adapter
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12.2.1 Integration overview

The BMC Change Management, BMC Incident Management, and BMC Work Order Management applications use
the same mechanisms to integrate with BMC Service Request Management. They include a set of AR System
forms that provide the ability to create, query, and modify requests in these fulfillment applications. They also
include web service interfaces that are built on top of these forms to provide external systems a mechanism to
programmatically interact with these back office systems.
BMC Service Request Management is integrated with the BMC Incident Management, BMC Change Management,
and BMC Work Order Management using CAI and these interface forms. The interface forms for the CAI not only
support communication from BMC Service Request Management to the fulfillment applications, but also from the
fulfillment applications to BMC Service Request Management. For more information about the CAI subsystem, see
Command Automation Interface.
For your own integration with BMC Service Request Management, you would have to create your own interface
forms, web services, application templates, and so on. The following topics provide more information:
Functions
BMC Service Request Management interface forms
Work Order Management interface forms
Identity Request Management interface forms
Functions
This topic provides a brief overview of the following functions:
Submit functions
Modify functions
Query functions
Submit functions
Submit functions are used to create a record; for example, opening a form in New mode, then saving it as a new
record. Each subsection that describes submit functions can contain the following tables:
Required input field values These fields are required and a record is not created if they have null values.
Optional input field values These fields are not required to create an entry, but they might need to be
populated, depending on the status the entry to be created. (See the Notes column in each table for more
information about specific fields).
Fields set by workflow The values in these fields are generated by workflow that is triggered by the input
fields (required and optional) only. When using web services, they are not exposed to the user.
For example, the Priority field value is calculated when you populate the Impact and Urgency fields.
When a record is created successfully, the newly created record ID is returned.
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Note
To make sure Submit operations complete successfully, you must define the assignment
mappings for each module. These mappings are defined in the CFG:Assignment form. You need
administrator permissions to modify this form.
Modify functions
The creation of work log entries is the only workflow triggered by a modify function. When using web services, if
there are populated fields in the main form that you want to modify, specify those values in the corresponding
web service fields.
Warning
If you specify a null value, the null value overwrites the value currently in the form.
Note
There is no returned value to signal that a record has been modified.
Query functions
The query functions are web service-specific operations.
When using web service functions, you must specify the ticket number on which to query
(module_Query_Service), or a valid AR System qualification if you query from a list of entries
(module_QueryList_service).
The LIKE operator can be used in the qualification of an unlimited character field length, this type of field is stored
as a CLOB in the database.
BMC Service Request Management interface forms

Two interface forms for BMC Service Request Management support basic submit, modify, and create operations:
SRM:RequestInterface_Create form Interfaces with the primary form, SRM:Request. This interface form
is the integration point for external systems to create new service requests.
SRM:RequestInterface form Belongs to the primary form, SRM:Request. This self-join, interface form is
the integration point for external systems to query or modify service requests.
These interface forms contain the necessary fields from the base form, SRM:Request, that are needed for the
receipt of input from an external source. The command field, z1D_Action, is used where necessary to invoke the
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action that is requested by the external system (for example, submit, modify, and create). These operations can be
invoked by accessing these interface forms directly.
Work Order Management interface forms

Two interface forms for Work Order Management support basic create, modify, and query operations:
WOI:WorkOrderInterface_Create form Interfaces with the primary Work Order Management form,
WOI:WorkOrder. This interface form is the integration point for external systems to create new work order
requests.
WOI:WorkOrderInterface form Belongs to the primary Work Order Management form, WOI:WorkOrder.
This self-join, interface form is the integration point for external systems to query or modify work order
requests.
These interface forms contain the necessary fields from the base work order form, WOI:WorkOrder, that are
needed for the receipt of input from an external source. The command field, z1D_Action, is used where necessary
to invoke the action that is requested by the external system (for example, submit, modify, and create). These
operations can be invoked by accessing these interface forms directly.
Identity Request Management interface forms

The Identity Request Management interface forms contain the following information for each service:
General data, which is stored in the IAM:Requests_AppIF form
Additional data, which is stored in different selected forms and is required for either of the following
services:
The name of the account to enable, unlock, or change a password
The name of the role to request or remove access rights
This section provides the following information about Identity Request Management interface forms:
Creating a new request
Additional data required for different services
Creating a new request

With advanced interface forms, you can create the following types of Identity Request Management requests:
Self-service request For creating an Identity Request Management request and saving the request on the
IAM:Requests_AppIF form, the user must be configured with the IRM_Request_Submitter role.
Non-self-service request For creating an Identity Request Management request for other people, the
user must have the permission to the company of the person that the user is trying to request.
The plug-in uses the Role Access Configuration form to ensure that the request that the user submitted on the
advanced interface form has the required permissions to request. For more information about the Access Roles
Configuration form, see Configuring requests for Identity Request Management.
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Additional data required for different services

Additional data is required for various services. For the following services, data should be entered on the
appropriate forms:
Request or Remove Access Rights Enter the following information on the
IAM:Access:SelectedRolesForNewAccess form:
Field name
Field ID
Description
ProfileName
536800370
The name of the roles to be connected or disconnected
z1H_RequestGuid
536800001
The unique identifier of the request
Password Change Request Enter the following information on the IAM:GeneralSelectedParams form:
Field name
Field ID
Description
RequestGuid
536800001
AccountName
536800250
The name of the account for which the new password will be set
TargetSystemName
536800251
The name of the system on which the account is located
TargetSystemType
536800252
The system type on which the account is located
Enable or Unlock Account Enter the following information on the IAM:EUA:SelectedAccounts form:
Field name
Field ID
Description
RequestGuid
536800001
AccountName
536800250
The name of the account for which the new password will be set
TargetSystemName
536800251
The name of the system on which the account is located
TargetSystemType
536800252
The system type on which the account is located
Start the request Enter the following information on the IRM:RequestAppIF form:
Field name
Field ID
Description
RequestGUID
536800001
The same unique identifier of the request that was entered to the selected form
IdM Request Type
536800022
The name of the service to be performed
Requested For AR User
536800023
The logon ID of the user for whom the services are performed
Request By
536800540
The logon ID of the user that logs in to the BMC Remedy Action Request System Server
Person On Behalf
536800825
The logon ID of the user that the request will be on his name
For example, there are three users: A, B, and C. In the following scenario, user A can enter and create a
request under the name of B for the user C:
Request By = A
Person On Behalf = B
Requested For AR User = C
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For different services Enter the following additional data on the IAM:Requests_AppIF form:
Field name
Field ID
Description
Encrypted Password
123
Required for Password Change, Enable, or Unlock Account requests
Justification
536800412
Required for Enable account requests and to request access rights
12.2.2 Integration methods

You can integrate applications with BMC Service Request Management using any of the following methods:
Web services client Moves information in and retrieves information from BMC Service Request
Management. For more information, see Using web services.
BMC Remedy APIs For more information, see Using BMC Remedy APIs and Using the BMC Remedy AR
System API for integration.
LDAP Integration Imports existing user names so you can grant permission to access applications.
Vendor and View Forms Retrieves and displays data from external data sources in ITSM applications.
XML Import and Export Using XML, data and view definition files can be imported and exported into and
out of BMC Remedy AR System. This allows administrators to localize data easily and to share data across
databases and applications not related to BMC Remedy applications and their databases.
ODBC type integrations For example: Excel integration based on BMC Remedy AR System that imports
user names into the ITSM foundation's People form.
Notes
Service requests generated from the integrations described in this section are validated against On
Behalf Of (OBO) rules. OBO rules must be configured so that the Requested By user can submit a
service request on behalf of the Requested For user. For information, see Creating on-behalf-of
definition rules
Service requests created automatically from BMC fulfillment applications are not subject to OBO
rules. For information, see Creating requests from fulfillment applications.
Using BMC Remedy APIs

Using various BMC Remedy APIs (Java API, C API, and Plug-ins), you can integrate a third-party application with
BMC Remedy ITSM. Using the field reference tables listed under the Developing integrations section of the
application documentation (for an example of the field reference tables, see the tables on this page:
HelpDesk_Submit_Service), you can determine what fields are needed to create, modify, and query Incident,
Problem, Change, and Purchase Order tickets.
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For example, if you use a third-party application to identify incidents in a system, but have no way of tracking
them, you can access BMC Service Desk: Incident Management from the third-party application and create an
incident ticket by way of the BMC Remedy APIs.
For examples of API code, see Creating and executing BMC Remedy AR System C API programs.
Using web services

Web services are the most efficient way of integrating with BMC Service Request Management, because they
eliminate the need to create API applications. With web services, you use a web services client to access the web
services functions available in BMC Service Request Management (you can, however, choose to develop your
own web service client application). For example, an event occurs in an event-based system that causes the web
services client to connect to BMC Service Request Management and create a service request or work order.
Note
You must have working knowledge of the BMC Remedy Action Request System (BMC Remedy AR
System) and the BMC Remedy IT Service Management common foundation.
Related topics
Web services for BMC Service Request Management
Web services for Work Order Management
12.2.3 Configuring third-party applications for integration

This section provides the basic information required to configure third-party external applications to work with
Registering applications
Configuring event commands
Registering the form fields for the application
Defining target data from third-party applications
Registering applications
Note
This information is required to use BMC Service Request Management with custom applications. The
BMC Service Request Management application is registered by default to work properly with BMC
Incident Management and BMC Change Management applications. If you are not registering a
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third-party application to work with BMC Service Request Management, you can proceed to About
application templates and application object templates.
All fulfillment applications that are used with BMC Service Request Management must be registered. Use the
Application Registry form to register the applications that are used with BMC Service Request Management, and
to identify key elements of the fulfillment application, such as template forms, interface forms, instance forms,
and so on.
The fulfillment application that is using BMC Service Request Management needs to be registered in the
Application Registry form. The registry entry is the means for BMC Service Request Management to recognize the
fulfillment application, set the configuration settings such as mode of connection (local or remote), server and
template information, and to use this information to set context for the rest of the BMC Service Request
Management entities (registered fields, questions, commands, PDTs, and AOTs).
By default, the BMC Service Request Management application is configured to work with BMC Change
Management and BMC Incident Management. You can register other applications to work with BMC Service
Request Management (for example, BMC Service Desk Express).
Use the Application Registry form to modify any of the preconfigured information or to create application
registries if your organization is going to use BMC Service Request Management with other applications.
To register an application
2. From the Application Settings list, choose Foundation > Advanced Options > Command Automation
Interface - Application Registry, and click Open.
The CAI Application Registry form appears.
3. (Optional) Click the New Search toolbar button, and click Search to view the preconfigured application
registry information.
Modify any of the fields, as appropriate.
4. Enter the following required information:
Field
Description
Registry Name
Enter a unique name for the application that you are registering.
Description
Enter a description of the application that you are registering.
Status
Select a status for this entry. The options are New, Active, and Inactive.
5. On the General tab, enter the following information:

Field
Description
Application
Name
Select the application that you are registering from the menu list. The list is populated from the SHARE:Application_Properties
form.
Template
Form
Select the form that identifies the template. BMC Service Request Management needs to identify the templates to use for
pushing requests and incidents. These templates should exist in the fulfillment application. This form identifier is the same
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Field
Description
value as the Keyword field in the SHR:SchemaNames form.
Note: This is currently SRM:SampleAppTemplate for the BMC Service Request Management Sample application.
Template
View Form
Select the form that is the front-end or view form (the form that the fulfillment user sees) for the template form you selected.
The view form should exist in the fulfillment application.
Instance
Form
Select the form that identifies the application instance. If an interface form name is not specified, the value from this field is
used. The application instance form identifier is the same value as the Keyword field in the SHR:SchemaNames form. The
application instance is the request entry that is created when the service request is submitted, based on the template, if a
template is used. Some fulfillment applications might choose not to use a template structure. The form identifier (or Template
Form field) identifies the fulfillment request form that is used to create the entry.
Note: For the work order application entry, the Instance Form is WOI:WorkOrder.
Interface
Designate the form identifier for BMC Service Request Management to interact with when initiating fulfillment application
Form
requests. BMC Service Request Management pushes data to this form to initiate outbound commands.
Note: For the work order application entry, the Interface Form field is WOI:WorkOrderInterface_Create.
New
Request
Activation
This setting depends upon the functionality of the fulfillment application.

If you select Yes, for example, with BMC Service Request Management, the activate event command (
SRM_OUT_ACTIVATE_APP_REQUEST) moves the request beyond a New or Draft state.
If you select No, you assume the application itself knows how to activate the instance.
For more information about event commands, see Configuring event commands.
6. Click the Connection tab, and enter or update the following information:
Field
Description
Access
Specify whether the registered fulfillment application is on a local or remote server.
Mode
Local The application is on the same server where BMC Service Request Management is installed.
Remote The fulfillment application is installed on a different server.
Server
Specify the name of the server where the application you are registering is installed.
Protocol
Determine the communication format for data exchange, such as:

AR
URL
Web services
Command Line
Plug-in
Other
BMC applications use various protocols. For example, BMC Service Request Management and BMC Remedy IT Service
Management use the AR protocol, but BMC Configuration Management uses the URL protocol.
Login
Fill in this field if you selected Remote for the Access Mode. Enter the login name you use to access the remote fulfillment
application.
Password
Fill in this field if you selected Remote for the Access Mode. Enter the password you use to access the remote fulfillment
application.
Port #
Fill in this field if you selected Remote for the Access Mode. Enter the port number of the remote fulfillment application.
Maximum
Retries
Specify the number of times the application should keep trying to run an event command. The default setting is 3.
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7. Click Save.
Configuring event commands

This section describe how to configure event commands to use BMC Service Request Management with custom
applications.
Viewing event commands and command parameters
Defining event commands and command parameters
Defining command parameters
Defining command parameter mappings
The BMC Service Request Management event commands are configured by default to work properly with the
BMC Incident Management, BMC Change Management and BMC Work Order Management applications.
Event commands and their parameters are used to communicate to the fulfillment applications (such as BMC
Change Management, BMC Incident Management, BMC Work Order Management, or a third-party application) to
create and update service requests, and to synchronize activity in them. The type of information being
synchronized includes status updates and work log activities.
When configuring events with their command parameters, you map fields from the application interface form to
the BMC Service Request Management framework command parameters. BMC Service Request Management
uses the mapping definition when sending events to the fulfillment application interface form. The command
parameter values are copied to the fields specified by the field ID in the mapping.
For this configuration step, you map the application fields that you registered for BMC Service Request
Management field mapping to event command parameters.
Command parameters enable data to be communicated between BMC Service Request Management and the
fulfillment applications. BMC Service Request Management includes a Filter API to facilitate the communication
between BMC Service Request Management and a fulfillment application based on BMC Remedy AR System.
The field mappings that you specified determine to which fields data is copied.
Viewing event commands and command parameters

You can view the predefined commands and their command parameters that are installed with BMC Service
Request Management.
To view event commands and command parameters

2.
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Interface - Define Command Parameters, and click Open.
3. From the Command field on the Define Command and Command Parameters form, select an event
command, and click View to open the Command form.
The following commands are available:
Command
Description

Command (inbound for application requests)
Select the appropriate inbound command from BMC Service Request Management to the
registered application:
SRM_IN_APP_REQUEST_CANCELLED Notifies the fulfillment application that the
service request is cancelled
SRM_IN_APP_REQUEST_IN_PROGRESS Notifies the fulfillment application that the
service request is in progress
SRM_IN_APP_REQUEST_PENDING Notifies the fulfillment application that the
service request is in pending
SRM_IN_APP_REQUEST_REJECTED Notifies the fulfillment application that the
service request is rejected
SRM_IN_APP_REQUEST_RESOLVED Notifies the fulfillment application that the
service request is done
SRM_IN_APP_REQUEST_RESPONDED Notifies the fulfillment application that the
service request is responded to for SLM calculation

Command (inbound for push application
requests and updates)
Select the appropriate inbound command from BMC Service Request Management to the
registered application for push application requests and updates:
SRM_IN_PUSH_APP_REQUEST_INFO Sends an application request information
data to BMC Service Request Management from the fulfillment application
Data recognized by BMC Service Request Management is defined in the command
parameters.
SRM_IN_PUSH_APP_REQUEST_OWNER Sends an application request owner data
to BMC Service Request Management from the fulfillment application
Data recognized by BMC Service Request Management is defined in the command
parameters.
SRM_IN_UPDATE_SR_WORKLOG Creates a work log entry for the service request.

Command (outbound for application
requests)
Select the appropriate outbound command from BMC Service Request Management to the
SRM_OUT_ACTIVATE_APP_REQUEST Notifies the application instance to start
working on the request
The fulfillment application must define how to execute upon receiving this
notification.
SRM_OUT_CANCEL_APP_REQUEST Notifies the application instance that the
service request is canceled
The fulfillment application must define what to do with this cancellation notification.
SRM_OUT_CREATE_APP_REQUEST Creates an application instance in the
fulfillment application
SRM_OUT_GET_APP_REQUEST_INFO Gets information (such as status,
description, ID, cost, and so on) from the application instance that was created on the
fulfillment application
SRM_OUT_PUSH_SR_INFO Sends service request data to the fulfillment
application when a service request is created from the Service Request interface form
Specific data that is sent as part of this command is defined in the command
parameters.
SRM_OUT_REOPEN_APP_REQUEST Sends an event to fulfillment application to
reopen an application request
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Command
Description
SRM_OUT_RESOLVE_APP_REQUEST Sends an event to the fulfillment application
to resolve the application request, such as in the case of resolving an Incident ticket
using a solution record
SRM_OUT_UPDATE_APP_REQUEST_WORKLOG Creates a work log entry for the
application request
Change Management Command (outbound

for application requests)
Select the appropriate outbound command from BMC Change Management to the
CHG_OUT_CMS_CONFMAN Launches BMC Configuration Manager
Task Management Command (outbound for
Select the appropriate outbound command from Task Management to the registered
application requests)
application:
TMS_OUT_CMS_CHKCOMPLIANCE_STATUS Requests BMC Configuration
Management Check Compliance Status
TMS_OUT_CMS_DEPLOYMENT BMC Launches Configuration Management
Deployment Manager
TMS_OUT_CMS_POLICYMGR Launches BMC Configuration Management Policy
Manager
TMS_OUT_CMS_REMOTECTRL Launches BMC Configuration Management
Remote Control
TMS_OUT_CMS_REMOTESCRIPT Launches BMC Configuration Management
Remote Script
TMS_OUT_CMS_VERIFYTASK Launches BMC Configuration Management Verify
Task
TMS_OUT_GET_DATA Queries form for data
Defining event commands and command parameters

After defining an entry in the Application Registry form, you must define the commands and command
parameters.
To define event commands and command parameters

3. From the Define Command and Command Parameters form, click Create New Command to open the
Commands form.
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4. To create a command and parameters, enter information in the following fields:

Field
Description
Command
Enter a name for this command.
Direction
Select one of the following items:

Inbound Inbound from the application to the task management system
Outbound Outbound from the task management system to the application
Operation Type

Create Creates a request
Get Gets information from a request
Update Updates a request
Command Type
Optionally select one of the following items:

Append Contains a series of commands followed by a series of parameters
Interleave Contains a series of alternating commands and parameters
Description
Enter a description.
Selection Type
Select Event.
Status
Select a status.
5. Click Save.
Defining command parameters

When you configure an event command, you must also define its command parameters.
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To define command parameters

3. From the Define Command and Command Parameters form, select a command.
Any command parameters that are defined appear in the Command Parameters table.
4. Click Create.
5. To specify the type of information that is pulled from the fulfillment application, enter information in the
following fields:
Field
Description
Command
This information is filled in automatically.
Parameter
Argument passed to the event command
Type

In Inbound from the application to BMC Service Request Management
Out Outbound from BMC Service Request Management to the application
Qual Parameter is used as a qualification. For example, if the parameter name is 179 and the parameter value is
12345, CAI converts this to '179' = "123345".
Data Type
Select one of the following return parameters:

Character 254 character length
Attachment Attachment type data field
0-Length Char Character field of unlimited length
Mode
Optionally select one of the following items:

Optional The field is optional.
Required The field is mandatory.
Status
Select a status (for example, Active).
Description
Enter a useful description of the command parameter.
6. Click Save.
Defining command parameter mappings

Define mappings between the parameters defined on the Command Parameter form and the Interface Form that
you specified on the Application Registry form (as described in Creating application templates and application
object templates).
To define command parameter mappings

1. On the Define Commands and Command Parameters form, select the command to define mappings for.
2. Click Create (located below the Command Parameter Mappings table).
3. From the Command Parameter Mappings form, enter information in the following fields:
Area
Field
Application Registry and Command

information
Description
Select the application you registered on the Application Registry form. See Registering
applications.
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App
Registry
Name
Command
You can use the selected command or select a command that you defined.
Status
Select a status.
Order
Specify the order in which the parameters are used. The order is necessary for URL
type commands.
Note: By default, the order is zero.
Parameter Select a parameter that
Name
Select the parameter name. The menu list values are derived from the
you defined for the selected

command on the Command
SRM:CommandParams form, which is currently a fulfillment form. These are possible

SRM parameters or fields that can be mapped to the fulfillment application's request
Parameters form.
fields for each command.
Application Fields You map an

application field to an appropriate
field on the Application Registry form.
Type
This is filled in automatically.
Data Type
This is filled in automatically.
App
Interface
Form
Select the form name or enter it manually. The form name that you select should
match the value of the Interface Form field, which you specified on the Application
Registry form, for the registered application.
Field
Name
Select a field from the menu of registered applications, or enter it manually.
Field ID
Enter the field ID of the field you selected for the Field Name field. If you selected a
registered field from the Field Name menu list, this field is automatically filled. You can
also enter this value manually.
4. Click Save.
Tip
To delete a command parameter mapping, select one from the table, and click Delete.
Registering the form fields for the application

After you register the applications that will be used with BMC Service Request Management and register the
application template forms from the applications you registered, you must select and register form fields that
map to questions that the user is prompted to answer. (Responses to questions are mapped at the time the
fulfillment request is created.) The answer values are pushed to the form fields of the fulfillment applications that
use BMC Service Request Management.
You also map event command parameters to the registered form fields. These command parameters enable data
to be communicated from BMC Service Request Management to the registered fulfillment applications.
Command parameters are used both on submission and on subsequent queries or modifications to and from the
fulfillment request records. Mapping the fields allow data to be stored in the appropriate fields on the fulfillment
request record.
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To register form fields

Define Application Field, and click Open.
3. From the Form Field Selection form, enter information in the following required fields:
Field
Description
Status
Select a status of Enabled.
Selection
Type
Select on of the following values:

Select Question Field Mapping for mapping application fields to the questions. User answers to the questions are
pushed to and stored in these fields.
Select SRMS Field Mapping for mapping application fields to command parameters. This is configuration data that is
provided by default.
Module
Name
Select the module or application that you registered.
Form Name
Select the name of the form that stores the field.
Select Fields
From
This is the same value as the Form Name field.
Menu Label 1
Select the field that will be used. This is the display name of the field.
Submitter
This is a system-generated field that is filled with the user's logon name.
4. Enter information in the following optional fields:

Field name
Description
Notification Event
This field is not used by BMC Service Request Management.
Show display only

fields
Allows you to register a display-only field. By default, this field is disabled.
Menu Value 1
Enter the value of the field selected for Menu Label 1. This is the stored value of the field. In some cases, it might be the
same value as Menu Label 1.
Menu Value 2
This field will store the field ID of the selected field.
Menu Order 1
Specify the order for this menu item as it will appear in the list.
Selection Code
This field is not used by BMC Service Request Management.
Locale
Enter a locale in which this field will be available.
SchemaId
This is a read-only field that shows the schema ID of the underlying form.
Field ID
Enter the field ID of the field to register.
Entry Mode
Specify whether the field is required or optional.
Default Value
Enter a default value or a keyword (for example, $\USER$ ).
Description
Enter additional information about the field.
5.
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5. Click Save.
Defining target data from third-party applications

This section describes how to define the third-party application target data that you use with questions.
Note
This information is important if you use BMC Service Request Management with custom applications.
Target data for Work Orders is provided by default with the installation of BMC Service Request
Management. For the BMC Change Management and BMC Incident Management applications, the data
is provided with the integration installer. If you are not defining target data for a third-party application
to work with BMC Service Request Management, skip to Defining application object templates.
To define application target data

Define Application Target Data, and click Open.
3. From the Application Target Data form, enter information in the following required fields:
Field name
Description
Status
Select Active if you want this data to be visible.
Registered
Application
The registered application to which the answer is pushed. This is the value you specified for the Registry Name field on
the Application Registry form.
Field For Answer
The field that will store the data. This is a field that you registered in Registering the form fields for the application for
question field mapping.
4. Enter information in the following optional fields:

Field name
Description
Description
Lets administrators include descriptive text about the field.
Field ID
The field ID of the field that stores the answer.

Note: This field is auto-populated with the field ID of the field selected in Field For Answer.
Field
Length
Lets you define the length on the fulfillment application. The value in this field is used to truncate the value to match the field
length on the fulfillment application before passing it to the CAI. If the truncation occurs, the worklog is added to the service
request with the following information:
Application
Field name
Length
Value
Note: Not all the fields in the Work Order application, nor any of the fields in the BMC Change Management or BMC
Incident Management applications, are defined with Field Length settings out-of-the-box. If you are passing data from
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Field name
Description
BMC Service Request Management to a fulfillment application, make sure you set the proper field length values.
Otherwise, you might see errors in the CAI events trying to create records in the fulfillment applications, because data
from one of the fields in the service request is too long. See Troubleshooting.
Prepopulate
Mode
Choose an option for the field that stores the answer to hold if a user does not answer the question, if the question is not
visible to users, or just as a placeholder. The choices are:
Default/User Entry A default value is stored in the field. If you select this option, enter a default value in the
Prepopulate Value field. If you select the Default/User entry mode, any value defined here is not used in the Request
Entry console.
Predefined A predefined value is stored in the field. If you select this option, enter a predefined value in the
Prepopulate Value field. If you select the predefined populate mode, the value defined here is used in the Request
Entry console.
System Generated A system generated value is stored in the field (for example, from the workflow). If you select this
option, the Prepopulate Value field is dimmed. The answer is generated by the fulfillment request.
No default configuration data is providing using the System Generated prepopulate mode.
Prepopulate
Value Type
Select the type of menu that will be attached to the Prepopulate Value field. The options are:
Keyword A menu list containing AR System keywords appears next to the Prepopulate Value field.
BMC Service Request Management fields A menu list containing fields from registered BMC Service Request
Management application forms appears next to the Prepopulate Value field. The menu list values come from the
SYS:Form Field Selection form, when the Selection Type is set to BMC Service Request Management Field Mapping.
None Users will enter a value in the Prepopulate Value field.
repopulate
Value
Select or enter the prepopulated value if you selected default or predefined for Prepopulate Mode. The menu attached to the
Prepopulate Value field also depends on your selection for the Prepopulate Value Type field.
Prepopulate
Value Field
ID
When you select the following options:

Prepopulate mode of Default/User Entry or Predefined
SRM fields prepopulate value type
the Field ID is automatically entered after you select a prepopulate value.
Required By
Application
Specify whether this field is required or optional. If this field is required, a user must supply an answer for the question when
submitting a service request. The default setting is No.
0-Len Char
Abbreviation for zero-length character field. If you specify Yes, you allow the character field to be unlimited length for users
to add input.
Mode
Specify how you to handle the target data in the Registered Application:
Pull Pulls the task data from the registered application for use by the data input definitions.
Push Pushes the task data to the registered application.
Get Retrieves the task data from the registered application. The default setting is Pull.
Note: Only the Pull mode is currently supported.
Exposed To
Template
Specify whether to expose the target data when you associate it to AOTs. The default setting is Yes.
5. Click Preview to view how the question and answer format will appear to users.
6. Click Save.
Note
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When BMC Service Request Management data (from user input to questions or target data from
configuration) is passed to the fulfillment applications, not all applications process this data in the
same way. In BMC Incident Management and BMC Change Management, BMC data takes
precedence over the template data. However, for Work Orders, the values from work order
templates takes precedence over SRM data.
12.2.4 Web services for BMC Service Request Management

The following table lists the available BMC Service Request Management web services and their corresponding
functions:
Web service name
Functions within the web service
SRM_RequestInterface_Create_WS
Request_Submit_Service
Note: On Behalf Of rules must be configured for this function.
SRM_RequestInterface_WS
Request_Modify_Service
Request_Query_Service
Request_QueryList_Service
Request_Submit_Service
Use the Request_Submit_Service function to create and submit service requests. The following tables list the
values required to submit a service request through the SRM:RequestInterface_Create form.
Note
Service requests generated from the Request_Submit_Service function are validated against On Behalf
Of (OBO) rules. To use this function, an OBO rule must be configured so that the Requested By user can
submit a service request on behalf of the Requested For user.
For information about configuring OBO rules, see Creating on-behalf-of definition rules.
The following table lists the required fields if you are using web services or an interface form. A record is not
created if the required field values are NULL.
Note
Service request definitions (SRDs) that have questions associated with them are not currently supported
because no mechanism exists to gather the responses to questions through the web service interface.
Required input field values
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Web service field
Database field on
interface form
Notes
Company
Company
TitleInstanceID
TitleInstanceID
Instance ID of the service to be requested. An interface must be built for users to easily obtain this
value from the SRD.
Source_Keyword
Source Keyword
Enter Interface Form or something similar to describe the creation origin.
Login_ID
Login ID
Add_Request_For
Add Request For:
The interface form has the following attributes for the Requested For field on the interface form:
Individual (the default)
Organization
Department
Company
One of these attributes must be passed through the web service.
Impact
Impact
The interface form has the following attributes for the Impact field on the interface form.
1-Extensive/Widespread
2-Significant/Large
3-Moderate/Limited (the default)
4-Minor/Localized
Urgency
Urgency
The interface form has the following attributes for the Urgency field on the interface form.
1-Critical
2-High
3-Medium (the default)
4-Low
Status
Status
The interface form has the following attributes for the Status field on the interface form.
Draft
In Cart
In Review
Submitted(Default)
Pending
Waiting Approval
Initiated
In Progress
Completed
Rejected
Cancelled
Closed
AppRequestSummary
AppRequestSummary
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Web service field
Database field on
interface form
Notes
The Title of the SRD must be passed through the AppRequestSummary field of the web service. The
Summary field on the service request stores this value.
The following table lists optional input field values. These fields are not required to create an entry.
Optional input field values
Web service field
Database field on interface form
Details
Details
Status_Reason
Status Reason
Middle_Name
Middle Name
Phone_Number
Phone Number
Internet_E-Mail
Internet E-Mail
Organization
Organization
Department
Department
z1D_WorkInfoDate
z1D_WorkInfoDate
z1D_WorkInfoCommunicationSource
z1D_WorkInfoCommunicationSource
z1D_WorkInfoSummary
z1D_WorkInfoSummary
z1D_WorkInfoDetails
z1D_WorkInfoDetails
The following table lists the fields set by workflow. Input fields (required and optional) trigger the workflow to
generate the values in the fields. When you use web services, these fields are not exposed.
Fields set by workflow
Web service field
Field value
Short_Description
Short Description
"."
Source Keyword
Notes
Web Service
Submitter
Submitter
$USER$
login_ID
z1D_Action
z1D Action
Summary
OfferingTitle
Impact
Impact
3-Moderate/Limited
Urgency
Urgency
3-Medium
Status
Status
Draft
CREATE
Filled in with "SRD Title"
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Web service field
Field value
Requested For
Add Request For:
Individual
Login ID
$USER$
Notes
Categorization_Tier_1
Filled in from Navigation Categories - Category 1 field on SRD
Submitter
$USER$
Request Type
Standard
First_Name
First Name
Filled in from Login ID
Last_Name
Last Name
Filled in from Login ID
Location_Company
Location Company
Filled in from Company
z1D_WorkInfoType
z1D_WorkInfoType
General Information
z1D_WorkInfoSecureLog
z1D_WorkInfoSecureLog
Yes
z1D_WorkInfoViewAccess
z1D_WorkInfoViewAccess
Public
When a record is created successfully, the newly created record ID is returned.
Request_Modify_Service
Use the Request_Modify_Service function to modify service requests. Specify values in the corresponding web
service fields for the fields in a form to modify form entries.
Note
Work Info entries cannot be added by using the Modify interface.
Warning
If you specify a null value, the null value overwrites the value currently in the form.
To modify a service request through the Request_Modify_Service function, the InstanceID field must include the
Instance ID of the entry that is to be modified.
You can modify service request records only through web services (not through interface forms).
The following values can be modified through the Request_Modify_Service function:
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Actual_Cost_currencyValue
Assigned_Support_Company
Assignee
Company
Customer_Department
Customer_Internet_E-mail
Customer_Middle_Name
Customer_Phone_number
Department
Estimated_Cost_currencyCode
Estimated_Cost_currencyValue
Impact
Last_Name
Location_Company
Navigation_Tier_1
Navigation_Tier_3
Organization
Region
Request_Manager_Group_ID
Request_Number
Site
SLA_Responded
SLM_LookupTblKeyword2
Status
Summary
Urgency
Assigned_Group
Assigned_Support_Organization
Assignee_Group
Customer_Company
Customer_First_Name
Customer_Last_Name
Customer_Organization
Date_Required
Details
Estimated_Cost_CurrencyConversionDate
First_Name
Internet_E-mail
Location_Address
Middle_Name
Navigation_Tier_2
Next_Target_Date
Phone_Number
Request_Manager
Request_Manager_Login
Request_Type
Site_Group
SLM_LookupTblKeyword
SLM_Status
Status_Reason
Total_Escalation_Level
Note
No returned value exists to signal that a record has been modified.
Request_Query_Service and Request_QueryList_Service

The query functions are web-service-specific operations. (To perform a search outside of web services, search
the SRM:Request form directly.)
When using web service query functions, you must specify one of the values listed in the following table:
Input values
Web service field
Field value
Notes
Request_Number
The request number of the item to query
Used only by the Request_Query_Service function
Qualification
A valid BMC Remedy AR System qualification
Used only by the Request_QueryList_Service function
Following are the output values:
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Actual_Cost_currencyCode
Actual_Cost_currencyValue
Assigned_Support_Company
Assignee
Company
Customer_Department
Customer_Internet_E-mail
Customer_Middle_Name
Customer_Phone_number
Department
Estimated_Cost_currencyCode
Estimated_Cost_currencyValue
Impact
Internet_E-mail
Location_Address
Middle_Name
Navigation_Tier_2
Next_Target_Date
Phone_Number
Request_Manager
Request_Manager_Login
Request_Type
Site_Group
SLM_LookupTblKeyword
SLM_Status
Status_Reason
Total_Escalation_Level
Actual_Cost_currencyConversionDate
Assigned_Group
Assigned_Support_Organization
Assignee_Group
Customer_Company
Customer_First_Name
Customer_Last_Name
Customer_Organization
Date_Required
Details
Estimated_Cost_CurrencyConversionDate
First_Name
InstanceId
Last_Name
Location_Company
Navigation_Tier_1
Navigation_Tier_3
Organization
Region
Request_Manager_Group_ID
Request_Number
Site
SLA_Responded
SLM_LookupTblKeyword2
Status
Summary
Urgency
12.2.5 Web services for Work Order Management

The following table lists the available Work Order Management web services and their corresponding functions:
Available web services for Work Order Management
Web service name
Functions
WOI_WorkOrderInterface_WS
WorkOrder_GetList_WorkInfo
WOI_WorkorderRelationshipInterface_WS
GetListOfWorkOrders
WorkOrder_GetList_WorkInfo
Use the WorkOrder_GetList_WorkInfo function to return a list of work info records for a list of work order entries.
The web service call is made on the WOI:WorkInfo form.
The following table lists required input values:
Required input values
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Web service field
Field value
Notes
Qualification
AR System qualification
For example: 'WorkInfoType' = "General Information" AND 'Submitter' != "Remedy Application Service"
You can create a more complex qualification to filter the results further.
The following table lists optional input values:

Optional input values
Web service field
Field value
startRecord
N/A
maxLimit
N/A
Notes
The maximum number of entries to return
The following table lists the values the output values:

Output values
Web service field
Field on form
Notes
WorkInfoInstanceID
InstanceID
WorkInfoStatus
Status
WorkInfoType
Work Log Type
WorkInfoCommSource
Communication Source
WorkInfoSummary
Description
WorkInfoNotes
Detailed Description
WorkOrderNumber
Work Order ID
WorkInfoSecureLog
Secure Work Log
WorkLogSubmitDate
Work Log Submit Date
WorkLogDate
Work Log Date
LastModifiedDate
Last Modified Date
Work order number to which the work info belongs
GetListOfWorkOrders
The following table lists the values needed to retrieve a list of work orders and their associations:
Required input values
Web service field
Field value
Notes
Qualification
AR System qualification
For example:'Status' = "Pending" AND 'Priority' = "Critical"
The following table lists optional input values:

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Optional input values

Web service field
Field value
startRecord
N/A
maxLimit
N/A
Notes
The maximum number of entries to return
Output values
Web service field
Field on form
Notes
Request_ID
Request ID
Unique identifier on WOI:WorkOrder RelationshipInterface form, which is a join form of the

WOI:Association and WOI:WorkOrderInterface forms
Request_ID01
Request ID01
Unique identifier on the WOI:Association form
Association_Type01
Association
Type01
Lookup_Keyword
Lookup
Keyword
Request_Type01
Request
Type01
Business_Service
Business
Service
CI_DatasetId
CI_DatasetId
CI_ReconId
CI_ReconId
InstanceId
InstanceId
Product_Cat_Tier_1
Product Cat
Tier 1(2)
Product_Cat_Tier_2
Product Cat
Tier 2 (2)
Product_Cat_Tier_3
Product Cat
Tier 3 (2)
Product_Model_Version
Product
Model/Version
Product_Name_2_
Product Name
(2)
Work_Order_ID
Work Order ID
Status
Status
Status_Reason
Status Reason
Actual_End_Date
Actual End
Date
Unique identifier on the WOI:WorkOrderInterface form
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Web service field
Field on form
Actual_Start_Date
Actual Start
Notes
Date
Completed_Date
Completed
Date
Last_Modified_Date
Last Modified
Date
Scheduled_End_Date
Scheduled End
Date
Scheduled_Start_Date
Scheduled Start
Date
Submit_Date
Submit Date
Summary
Description
Priority
RequestAssignee
ASCHG
12.2.6 Developer information for the Identity Request Management adapter

The Identity Request Management SDK provides identity provisioning implementation that can be used for BMC
Identity Management Suite, Oracle Identity Management, Sun Identity Management, Tivoli, Novell Identity
Management, and others. It provides a foundation for an integrated, end-to-end approach to BMC Remedy IT
Service Management (ITSM).
The SDK consists of binary files and related documentation. The SDK enables third-party developers to develop
code for adapters for interacting with identity management providers. The adapter application developed with
the SDK is used for providing end users with Identity Request Management services like change password, enable
accounts, and unlock accounts, connect and disconnect Identity Management Roles, and so on.
For Identity Request Management requests, a Status Request form maintains the lists of all open requests. An
escalation runs on this form and calls the adapter (using the Identity Request Management plug-in) to obtain the
status by using the following information:
The request global unique ID (GUID) (the one that was sent in the open request call)
The vendor-specific request tracking information (IdMRequestID)
Note
BMC Remedy Action Request System server group configuration supports heterogeneous platforms for
the Action Request System server. The adapter developer should handle platform-specific dependencies
in a generic way.
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This section provides the following developer information for the Identity Request Management adapter:
Class names for the adapter
Architecture diagram for the adapter
Life cycle methods of the adapter object
IAM Request or response classes
Example of Identity Request Management for implementing a Password Change request
Code sample
Class names for the adapter

The common base classes for adapter implementation are as follows:
Class
Description
IDMServices
This is an interface that the adapter implements. It has life cycle methods like init, login, service, and destroy.
The Identity Request Management plug-in uses these methods whenever required.
IAMRequest
This is a base class for all request classes. It is an abstract class that contains properties like command, Identity
Request Management request ID, requestor, and recipient. Command defines the Identity Management Service to
be fulfilled in the back-end Identity Management provisioning system. For each command, a specialized request
class extends the IAMRequest base class. The Identity Request Management request ID is a GUID used to track an
Identity Management Service request. Each special request class encapsulates request details specific to that
request command.
IAMResponse
This is a base class for all response classes. It is an abstract class that contains properties like Identity Request
Management request ID, request status, error code, error message, vendor specific request tracking information (for
example, IdMRequestID). Possible values for status are IN_PROGRESS, COMPLETED, FAILED, and ERROR. For each
request command, a special response class inherits IAMResponse. Each special response class encapsulates
response details specific to that request command.
IAMPerson
This is a class used to create Identity Request Management person. The IAMPerson class encapsulates the ITSM
Person defined by the CTM:People form. It has properties like GUID, login ID, company, site, and manager. It can be
used to map Identity Management Person in the backend Identity Management provisioning system.
IDMAccount
This is a class used for representing Identity Management Account Object. IDMAccount represents a user account
owned by IAMPerson in a target system under Identity Management.
IDMAccountStatus
This is a class that extends the IDMAccount class. IDMAccountStatus is used for getting the status of an Identity
Management Account that is modified.
IDMRole
This is a class that represents the Identity Management role object on a target system under Identity Management.
IDMRoleStatus
This is a class that extends the IDMRole class. IDMRoleStatus is used to obtain the status of the Identity
Management role attached to a person.
CommandsConstants
This is an enum-type class that contains supported commands. Each of the following commands represents an
Identity Management Service:
CHANGE_PASSWORD
CONNECT_ROLES
DISCONNECT_ROLES
ENABLE_ACCOUNT
GET_APPLICATION_URL
GET_REQUEST_STATUS
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Class
Description
GET_ACCOUNT_STATUS
GET_ROLE_STATUS
LIST_ALL_IDM_ROLES
LIST_ASSIGNABLE_IDM_ROLES
LIST_ASSIGNED_IDM_ROLES
LIST_ACCOUNTS
LIST_IDM_PERSONS
RECERTIFY_IDM_PERSON
REVOKE_IDM_PERSON
SYNC_ACCOUNT
UNLOCK_ACCOUNT
VALIDATE_PASSWORD
ResponseStatusConstants
This is an enum-type class that contains status code for response objects. The responses are as follows:
IN_PROGRESS
COMPLETED
FAILED
ERROR
Note: If a specific target system is unable to process the request for that entity, the request's status becomes
FAILED. For example, a managed system is down, so it cannot process the request, but the back-end Identity
Management system creates a transaction. Identity Request Management can query for the detailed status of
a FAILED request by using transaction details (IdMRequestID). If the adapter or the Identity Management
back end cannot process the request (for example, because the adapter cannot connect to the back-end
Identity Management System), the request's status becomes ERROR. Consequently, the back-end Identity
Management system will not create a transaction.
Architecture diagram for the adapter

The following diagram shows the architecture of the adapter:
Identity Request Management adapter architecture
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Life cycle methods of the adapter object

Following are the life cycle methods of the adapter object:
void init() Only one init method is called on an adapter object when the adapter object is
instantiated.
ILoginContext login (java.util.Properties configProperties) The login method is
called after an adapter object is created (instantiated) and initialized. Multiple login method calls can be
made on the same adapter object. The input argument to the login method is the list of properties
configured for a specific company or site for that adapter. The login method returns a reference to the
object that is implementing the ILoginContext interface. The Identity Request Management plug-in
maintains the login context, and the context is passed to the adapter object service method during each
request call.
The user who is developing the adapter implements ILoginContext. It should contain all the information
used by the adapter to communicate to its back-end Identity Management System.
void service (IAMRequest iamRequest, IAMResponse iamResponse, ILoginContext
loginContext) The Identity Request Management plug-in calls the service method on the adapter
object for each request that the Identity Request Management application makes.
The void service method has parameters like IAMRequest, which contains request details such as
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command, requester, on behalf of, and command-specific details. The adapter populates IAMResponse
and has the response status code, response status message, and command-specific details data. The
login method returns the LoginContext object reference.
void destroy() The plug-in calls the destroy method when the adapter object is removed. The
adapter can perform a cleanup process upon receiving a call to destroy the object.
IAM Request or response classes

The following table provides the details of different commands that the Identity Request Management SDK
defines in specified IAMRequest or IAMResponse pairs:
Command
Description
Request class
Response class
CHANGE_PASSWORD
This command changes password of the Identity Management person and

the associated accounts on the selected target system.
RequestChange
ResponseChange
PasswordVO
PasswordVO
This command connects the list of Identity Management roles to an Identity

Management person.
RequestChange
ResponseChange
IDMRolesVO
IDMRolesVO
This command disconnects the list of Identity Management roles for an

Identity Management person.
RequestChange
ResponseChange
IDMRolesVO
IDMRolesVO
This command enables a list of accounts for the Identity Management

person on the target system.
RequestEnable
ResponseEnable
AccountVO
AccountVO
This command makes a synchronous call to query the updated status of a

submitted Identity Request Management request from the Identity
Management provider. This is generally invoked at a polling frequency
(using an AR System Escalator process) for all Identity Request Management
requests that are not complete.
RequestStatusVO
ResponseStatusVO
This command gets a status of all accounts that were updated (for example,
change password of account, enable accounts, and so on).
RequestStatusVO
ResponseAccount
_STATUS
GET_ROLE_STATUS
This command gets status of all Roles that were assigned to a person.
RequestStatusVO
CONNECT_ROLES
DISCONNECT
_ROLES
ENABLE_ACCOUNT
GET_REQUEST
_STATUS
GET_ACCOUNT
StatusVO
ResponseIDM
RoleStatusVO
GET_APPLICATION
This command initializes an authenticated session for SSO, and gets a fully
composed Identity Management application URL. Identity Request
Management will launch this URL in a browser window to launch the
corresponding Identity Management application in the context of the
Identity Management person being served.
RequestURLVO
ResponseURLVO
This command gets a list of accounts connected to the Identity
RequestAccount
Response
Management person on the target systems.
ListVO
AccountListVO
LIST_ALL_IDM
This command gets a list of all Identity Management roles that can be
RequestIDMRole
ResponseIDM
_ROLES
potentially assigned to an Identity Management person.
ListVO
RoleListVO
LIST_ASSIGNABLE
RequestIDMRole
ResponseIDM
_IDM_ROLES
ListVO
RoleListVO
_URL
This command has further subcommands like CHANGE_PASSWORD_WEB,

ENABLE_ACCOUNT_WEB, and UNLOCK_ACCOUNT_WEB, which specify the type
of URL the Identity Request Management requested.
LIST_ACCOUNTS
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Command
Description
Request class
Response class
This command gets all Identity Management roles currently assigned to an

Identity Management person.
RequestIDMRole
ResponseIDM
ListVO
RoleListVO
This command gets a list of Identity Management people from the

back-end Identity Management system. You can set a qualifier to filter data.
RequestIDMPerson
ResponseIDM
ListVO
PersonListVO
This command recertifies the Identity Management person for a new period.
RequestRecertify
ResponseRecertify
IDMPersonVO
IDMPersonVO
This command revokes the Identity Management person in the backend

Identity Management system.
RequestRevoke
ResponseRevoke
IDMPersonVO
IDMPersonVO
This command synchronizes the list of accounts for the Identity

Management person on the target system.
RequestSync
ResponseSync
AccountVO
AccountVO
This command unlocks the list of accounts for the Identity Management
person on the target system.
RequestUnlock
ResponseUnlock
AccountVO
AccountVO
This command validates the password of the Identity Management account

or Identity Management person according to the policy defined on the
target Identity Management system.
RequestValidate
ResponseValidate
PasswordVO
PasswordVO
This command gets a list of all Identity Management roles that can be
assigned to an Identity Management person that is not already assigned to
an Identity Management person.
LIST_ASSIGNED
_IDM_ROLES
LIST_IDM_PERSONS
RECERTIFY_IDM
_PERSON
REVOKE_IDM
_PERSON
SYNC_ACCOUNT
UNLOCK_ACCOUNT
VALIDATE_PASSWORD
Example of Identity Request Management for implementing a Password Change

request
The IDMServices interface defines methods to build the adapter classes that should be implemented for
performing the Password Change request. All the adapters must implement IDMServices interface methods.
Use the following methods to implement the Password Change request:
init() The vendor users this method for defining a specific initial configuration.
ILoginContext login(java.util.Properties configProperties) This is a login context
passed to the vendor for each request. To obtain the context entry, make sure that the adapter implements
the ILoginContext markup interface. For every company or site, this login method is called and returns
the ILoginContext object. This ILoginContext object is passed in all requests constructed in the
adapter.
service (IAMRequest iamRequest, IAMResponse iamResponse, ILoginContext
loginContext) The vendor implements this method for any Identity Request Management request. To
implement the request, set the following parameters:
iamRequest This is the IAMRequest object. The Identity Request Management request object
has the getCommand method that returns the command. Based on the command, the implementer
must customize its application.
For example, if getCommand returns CHANGE_PASSWORD, the IAMRequest object is typecasted to
the RequestChangePasswordVO object. The RequestChangePasswordVO object will contain an
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account list and new password for changing the password. IAMResponse is typecasted to
ResponseChangePasswordVO, and an appropriate response status is set.
iamResponse This is the IAMResponse object. The plug-in creates a specific response object and
passes it as an argument to the service methods. Third-party developers must initialize this response
object with proper values (for example, response status and response data).
ILoginContext This is the login context that was received from the login method.
destroy() This method is used for releasing the allocated resource.
Code sample
The following code example shows how to implement code for a password change request:
public void init()

{
// Initialization code
}
}
public ILoginContext login(Properties configProperties)
{
CTSALoginContext ctsaLoginContext = new CTSALoginContext(configProperties);
try
{
ctsaLoginContext.login();
}
catch (CTSALoginException e)
{
e.printStackTrace();
}
catch (CTSAContextException e)
{
e.printStackTrace();
}
return ctsaLoginContext;
}
}
public void service(IAMRequest iamRequest, IAMResponse iamResponse, ILoginContext loginContext)
{
CTSALoginContext ctsaLoginContext = (CTSALoginContext) loginContext;
switch(iamRequest.getCommand())
{
case GET_APPLICATION_URL:
RequestURLVO requestURL = (RequestURLVO)iamRequest;
switch(requestURL.getApplication())
{
case CHANGE_PASSWORD_WEB:
case ENABLE_ACCOUNT_WEB:
case UNLOCK_ACCOUNT_WEB:
.
.
.
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}
case LIST_ACCOUNTS:
RequestAccountListVO requestAccountList = (RequestAccountListVO) iamRequest;
ResponseAccountListVO responseAccountListVO = (ResponseAccountListVO) iamResponse;
.
.
.
case VALIDATE_PASSWORD:
RequestValidatePasswordVO requestValidatePassword = (RequestValidatePasswordVO) iamRequest;
ResponseValidatePasswordVO responseValidatePassword = (ResponseValidatePasswordVO) iamResponse;
.
.
.
case CHANGE_PASSWORD:
RequestChangePasswordVO requestChangePassword = (RequestChangePasswordVO) iamRequest;
ResponseChangePasswordVO responseChangePassword = (ResponseChangePasswordVO) iamResponse;
iamResponse.setIAMRequestId(iamRequest.getIAMRequestID());
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13 Troubleshooting
This section provides information about troubleshooting this release. It contains the following topics:
Troubleshooting the installation, migration, or upgrade
Working with logs
Troubleshooting Identity Request Management issues
Troubleshooting processes related to a service
Troubleshooting localization
Troubleshooting SRD ID number generator conflicts on the production server: 8.1.01 and later
BMC Service Request Management Maintenance tool
13.1 Troubleshooting the installation, migration, or upgrade

This section discusses troubleshooting installation, migration, and upgrade issues.
Resolving errors with default currency settings
Manually registering application plug-ins
13.1.1 Resolving errors with default currency settings

The default currency utility is run as part of the application installation and generates the arcurrencydefault.log
and arcurrencydefault_error.log files.
The arcurrencydefault_error.log file lists the forms that encountered errors while setting the default currency.
The utility generates log files in the InstallationDirectory\Logs\Currency_Logs directory.
For example, a Microsoft Windows path might be
C:\Program Files\BMC Software\BMCRemedyITSMSuite\Logs\Currency_Logs.
For example, a UNIX path might be /opt/bmc/bmcremedyitsmsuite/Logs/Currency_Logs.
Use BMC Remedy Developer Studio to set the currency on the forms listed in the arcurrencydefault_error.log. For
example, you might see the following error in the arcurrencydefault_error.log:
Error: Error locking to Admin RPC Queue:
ERROR (90): Cannot establish a network connection to the AR System server; Connection
refused: connect myserver1
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To resolve this error

1. Verify that the BMC Remedy AR System server is running.
2. Review the arerror.log for possible issues with the BMC Remedy AR System server.
3. Manually set the default currency field.
If a problem occurs
If you encounter ERROR 90 during execution of default currency, the installer stops running. You must:
Restore the BMC Remedy AR System server to the state before running the installer.
Resolve the cause of ERROR 90.
Run the installer again.
13.1.2 Manually registering application plug-ins

Application plug-ins are installed and registered as part of the installation. If there is an error during plug-in
registration, you must register the plug-ins manually.
Note
For CAI, ensure that the CAIPlugin.jar and ITSMCommonUtils.jar files are in the <programFilesPath>\BMC
Software\ARSystem\pluginsvr\cai folder. For ARDBC, ensure that the Query.jar and
ITSMCommonUtils.jar files are in a folder called qry under .../BMC Software/ARSystem/pluginsvr.
To register the application plug-ins

1. Stop the BMC Remedy AR System server.
2. (Microsoft Windows) Add the Plugin and Plugin-Path entries to the ar.cfg file.
For example, on a Windows server add the following entries to the ar.cfg file.
Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI pluginServerHost:plugin server port
Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY
pluginServerHost:plugin server port
Plugin: "C:\Program Files\BMC
Software\BMCServiceRequestManagement\Shared_Components\bin\arfcbdata.dll"
Plugin: "C:\Program Files\BMC
Software\BMCServiceRequestManagement\Shared_Components\bin\NextId.dll"
Plugin-Path: Plugin: C:\Program Files\BMC Software\
BMCServiceRequestManagement\Shared_Components\bin
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Note
Plug-in entries in the ar.cfg file must be enclosed in double quotes.
3. (UNIX) Add the Plugin and Plugin-Path entries to the ar.conf file
For example, on a UNIX server add the following entries to the ar.conf file:
Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI pluginServerHost:plugin server port
Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY
pluginServerHost:plugin server port
Plugin: /fullPathToPlug-in/libcaieventcmd.OS
Plugin: /fullPathToPlug-in/libardbcquery.OS
Plugin: /fullPathToPlug-in/libarfcbdata.OS
Plugin: /fullPathToPlug-in/libNextId.OS
Plugin-Path: /fullPathToPlug-in/Shared_Components/bin
In the syntax, OS is a mnemonic of the UNIX server type (a for AIX, sl for HP-AIX, or so for Solaris or
Linux).
4. For CAI, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:
<plugin>
<name>REMEDY.ARF.CAI</name>
<type>FilterAPI</type>
<classname>com.bmc.itsm.cai.filterapi.cai.CAIFilterPlugin</classname>
<pathelement type="path">...full path to... /ARSystem/pluginsvr/cai</pathelement>
<pathelement type="location">...full path to.../ARSystem/pluginsvr/cai/CAIPlugin.jar</pathelement>
<pathelement type="location">...full path
to.../ARSystem/pluginsvr/cai/ITSMCommonUtils.jar</pathelement>
<userDefined>
<server_name>ar server hostname</server_name>
<server_port> ar server port number</server_port>
</userDefined>
</plugin>
For ARDBC, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:
<plugin>
<name>REMEDY.ARDBC.APPQUERY</name>
<type>ARDBC</type>
<code>JAVA</code>
<filename>...full path to.../ARSystem/pluginsvr/qry/conquery.jar</filename>
<classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
<pathelement type="path">...full path to... ARSystem/pluginsvr/qry</pathelement>
<pathelement type="location">...full path to... ARSystem/pluginsvr/qry/conquery.jar
</pathelement>
<pathelement type="location">...full path to...
ARSystem/pluginsvr/qry/ITSMCommonUtils.jar </pathelement>
<userDefined>
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<server_name>ar server hostname</server_name>

<server_port> ar server port number</server_port>
</userDefined>
</plugin>
5. For CAI, add the following lines to the log4j_pluginsvr.xml file:
<logger name="com.bmc.itsm.cai.filterapi.cai">
<level value="warn"/>
</logger>
6. For ARDBC, add the following lines to the log4j_pluginsvr.xml file:
<logger name="com.bmc.itsm.conquery.ardbc.conquery">
<level value="warn"/>
</logger>
7. Start the BMC Remedy AR System server.

The plug-in installation errors are recorded in the bmcremedyitsmsuite_install_log.txt file, which is found
in the temp folder (Windows) or the /tmp folder (UNIX).
13.2 Working with logs

The BMC Service Request Management Maintenance tool can help you access logs to troubleshoot issues you
have with the installer. The tool also enables you to encrypt passwords.
Viewing installation and uninstallation log files
Contents of the logs
Analyzing logs
Collecting diagnostics in a zip file
Viewing a Log Zipper output file with Maintenance Tool
13.2.1 Viewing installation and uninstallation log files

The BMC Service Request Management Maintenance tool provides access to installation and uninstallation logs.
Each time that you run the installer or uninstaller, it creates a log file that you can view from a log viewer, which
you launch from the Maintenance Tool.
The log viewer is the graphical presentation of the log files. Each installer log session is displayed as a tab. The
tab's name includes a timestamp of the installer run. The tab displays the contents of the log file, with errors
highlighted in red and warnings highlighted in yellow. Entries are presented in a table format that you can sort.
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To view the logs, open the BMC Service Request Management Maintenance tool and then use the log viewer, as
described in the following topics:
To view installation and uninstallation log files in the log viewer




Examples:
To view installation and uninstallation log files in the log viewer

1. In the Maintenance Tool, click the Logs tab.
2. Click Install Log.
3. In the log viewer, click the tab for the log that you want to view.
4. Search for rows highlighted in red (errors) or yellow (warnings).
To sort a column, click the column header. To reverse sort a column, press the Shift key while clicking the
column header.
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Running the Maintenance Tool




Examples:
13.2.2 Contents of the logs

This topic provides examples of information that you might find in a log:
Example LOG EVENT messages
Example PROGRESS EVENT message
Example THROWABLE EVENT message
Example summary section
The following example contains a LOG EVENT message that happened on Aug 07, 2012, at 11:22:14 A.M. with a
severity level of CONFIG from an InstallationTask source class:
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The general format of all the log messages in the text file format is:
(<timeOfEvent>),<severityOfEvent>,<sourceOfEvent>,<eventMessageContent>
The severity levels from highest to lowest value are:

SEVERE (appears in red)
WARNING (appears in yellow)
INFO
CONFIG
FINE
FINER
FINEST
The following table describes the main log message types:
Message
type
Description
LOG EVENT
Describes the following types of information:

The start and end of installation tasks (installer logic and behavior) and installation panels
The setting of installation properties. These properties can be set and controlled by the platform, or they can be set based on
user input fields.
General informative data. The structure and content within the description text varies across products.
PROGRESS
EVENT
Describes how much of a task is completed. These messages correspond to progress bar updates and the localized resource keys
that are used to determine messages on the progress bar.
THROWABLE
EVENT
Describes failures with stack traces
Summary
section
Provides a summary at the end of the log that contains the same type of data shown on the installation summary panel (for example,
whether the installation was successful or unsuccessful, and if unsuccessful, what features failed to install)
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Example LOG EVENT messages

Following are example LOG EVENT messages.
The start and end of installation tasks (installer logic and behavior) and installation panels
This type of message tells you which tasks ran and when they ran. For example, suppose an installation
contains several features that you can select to install. Each task encapsulates logic about one feature, so
you can see one or multiple tasks that hold all of the logic related to each feature.
The setting of installation properties
This type of message supplies the user inputs and variables from the properties that control the
infrastructure of the overall installer. A subset of the properties relate to the user inputs entered during the
installation. You can use that subset to create a silent installation options file.
General informative data
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This type of message describes significant actions that occurred during the installation (for example,
important executables that were invoked, significant changes that occurred, and the starting or stopping of
Windows services).
Example PROGRESS EVENT message

Following is an example PROGRESS EVENT message:
This type of message identifies the progress of tasks. A task encapsulates a chunk of related logic. Some tasks
execute logic that can run for hours. Progress messages give a relative measure of how much of a task has been
done. If no progress messages occur for a long period of time, it might indicate that an installation has stopped
responding.
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Example THROWABLE EVENT message

Following is an example THROWABLE EVENT message:
This type of message records exception stack traces. For example, suppose an installation runs 100 SQL
commands against a database and halfway through the installation, the database goes down. These messages are
useful when commands fail when they are expected to succeed; the messages give runtime information about
the exception scenario that occurred.
Example summary section

Following is an example summary:
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This type of message appears at the end of an installation, upgrade, or uninstallation. It gives a log-file equivalent
of the final summary panel, indicating whether the overall installation succeeded, failed, or finished with
warnings. It provides a quick summary of whether the installed product is in a working or broken state.
13.2.3 Analyzing logs

This section describes using other log files to troubleshoot installation issues.
Analyzing upgrade installation logs
Errors in upgrade installations for forms that are no longer used
Error and warning messages have [messageType] prefixes, for example, [ERROR] or [WARNING] that indicate the
category of the message. Included with the prefix is a timestamp or called routine, if applicable. Installation step
outlines have no prefixes.
To see if an installation is still running, you can monitor the last update to the log files.
To use analyze log files to troubleshoot an installation

1. Review the BMCServiceRequestManagement.html summary log file for failures. Search for Failed.
The BMCServiceRequestManagement.html file contains a high-level summary, including a line-by-line
success and fail tally for each .def and .arx file. At the end of the log is a summary table indicating the total
number of objects, number of objects that imported successfully, and number of objects that failed to
import.
2. If you find any errors, review the BMCServiceRequestManagement_error.log file for details about the
errors.
3. If you find an indication of cascading failures, review the BMCServiceRequestManagement.log file to obtain
more complete information about the source of the errors.
4. If you find any errors, review the arerror.log file and the database error logs to determine the source of
installation errors.
5. Send the BMCServiceRequestManagementLogs.zip output file from the temp folder to Customer Support
on request. The path to the zipped log appears below the Zip Logs button.
Analyzing upgrade installation logs

An upgrade installation has additional log files. These log files are available in your installation directory under the
Logs directory.
Note
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If you are upgrading and you specify the same directory for your installation as you specified for your
previous installation, the contents of the old Logs directory will be backed up and placed in the BackUp
directory, and a new Logs directory will be created.
Review the following log files:

BMCServiceRequestManagement.html contains a high level overview.
BMCServiceRequestManagement_apps.log contains complete install details information.
BMCServiceRequestManagementUpgrade_error.log contains error information.
BMCServiceRequestManagementUpgrade.log contains information specific to Service Request
Management.
If you have problems during an upgrade installation, send the BMCServiceRequestManagementLogs.zip output
file from the temp directory to Customer Support on request. The path to the zipped log appears below the Zip
Logs button. For more information, see Collecting diagnostics in a zip file.
To troubleshoot upgrade issues:
Review the information in Analyzing logs.
Check the memory usage of your server during the upgrade. If you see a malloc failed error, increase the
virtual memory on your server.
Tip
To check memory usage, use the Windows Task Manager on Windows, or the Top command on UNIX.
Errors in upgrade installations for forms that are no longer used

When upgrading from BMC Service Request Management versions earlier than 7.6.03 to BMC Service Request
Management 8.1.00, the installation logs contain errors for forms that are no longer used but that are needed to
migrate data.
You can ignore errors such as the following ones for the SRM:NavCatCompanyModuleAssocJoin,
SRM:NavCatCompanyModuleAssoc, and SRS:ConsoleMenuValues forms:
[WARNING][Thu Aug 13 03:53:58.437] ImportFileNode- 8985 Roles permissions have
been removed from the object because the object is not in a deployable application
schema: SRM:NavCatCompanyModuleAssocJoin
schema: SRM:NavCatCompanyModuleAssoc, field Id: 1000001583
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schema: SRS:ConsoleMenuValues, field Id: 1000000001
schema: SRS:ConsoleMenuValues, field Id: 303042700
13.2.4 Collecting diagnostics in a zip file

Use the Log Zipper component of the BMC Service Request Maintenance tool, to collect diagnostics in a zip file
to submit to Customer Support. The Log Zipper creates a collection of log files and file characteristics that
Customer Support uses to help you debug your system.
The following sections are provided in this topic:
To run the BMC Service Request Management Maintenance tool
To run the Log Zipper from the Maintenance Tool
To run the Log Zipper from the command-line interface




Examples:
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To run the Log Zipper from the Maintenance Tool

1. In the BMC Service Request Management Maintenance tool, click the Logs tab.
2. Click Zip Logs.
3. Send the BMCServiceRequestManagementLogs.zip output file from the Temp (tmp) directory to BMC
Support.
Note
To unzip the BMCServiceRequestManagementLogs.zip file, use a utility such as WinZip to extract
the files, or you might receive an error.
To run the Log Zipper from the command-line interface

1. In a command-line window, change to the
<BMC_Installation_Directory>\BMCServiceRequestManagement\Utilities folder (where the Maintenance
Tool is located).
2. Enter one of the following commands:
(Windows) BMCServiceRequestManagementMaintenanceTool.cmd -silent -logs

-zip_logs "-output_file=%TEMP%\BMCServiceRequestManagementLogs.zip"
(UNIX) ./BMCServiceRequestManagementMaintenanceTool.sh -silent -logs -zip_logs

-output_file=/var/tmp/BMCServiceRequestManagementLogs.zip*
3. Send the BMCServiceRequestManagementLogs.zip output file from the Temp (tmp) directory to BMC
Support.
13.2.5 Viewing a Log Zipper output file with Maintenance Tool

From the BMC Service Request Management Maintenance tool, you can view files from the Log Zipper output file
(BMCServiceRequestManagementLogs.zip). When you click Browse to Log in the BMC Service Request
Management Maintenance tool, a window displays a file navigation tree. The
BMCServiceRequestManagementLogs.zip file usually contains a folder with three subfolders with the same names
as in the originating system. For example, you might see:
Documents and Settings
Program Files
Windows
From these folders, you can view files such as:
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ProductRegistry.xml Contains the BMC Software products, versions, and features installed on the
system. Identifying the products and versions involved is an initial step for investigating issues.
OperatingSystemData.xml Contains information about the system that is relevant to the BMC Software
products. Examining this file can direct your attention to system issues, such as insufficient resources or
incompatible versions.
InstalledConfiguration.xml Contains important environment information from the last successful installation. (A
separate installing configuration XML file captures environment and user selections during a current installation
attempt.)
Note
You can use an archive utility to unarchive the files into a temporary directory to view the files collected,
but the Windows uncompress utility often gives misleading results, indicating the file is empty or is an
invalid zip file.
The following sections are provided in this topic:

To open a Log Zipper output file with the Maintenance tool




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Examples:
To open a Log Zipper output file with the Maintenance tool

1. On the Logs tab of the BMC Service Request Management Maintenance tool, click Browse to Log.
A new window displays a navigation tree.
2. In the navigation tree, navigate to the directory with the Log Zipper output file (usually called
BMCServiceRequestManagementLogs.zip).
3. Double-click the file that you want to view to open it in the appropriate viewer.
13.3 Troubleshooting Identity Request Management issues

This section discusses issues related to Identity Request Management.
Troubleshooting error messages in Identity Request Management
Informational messages for Identity Request Management
Troubleshooting CTSA Adapter errors for Identity Request Management
13.3.1 Troubleshooting error messages in Identity Request Management

This section contains details of some of the problems you might encounter and how to solve them.
1 - IRM160002E: Message returned from IdM system: [HTMLUATsrm81:the message

from plugin]
This message appears in the Password Change form for one of the following scenarios:
When the new password entered is illegal and does not comply with the password policy.
When the user tries to open a Password Change Launcher request, and it fails.
Resolution: Enter the legal password.
2 - IRM160006E: Password is incorrect. Enter the correct password.

This message appears in the Password Change form when the user enters the incorrect password in the Current
Password field.
Resolution: Enter the correct password.
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3 - IRM160007E: Password confirmation failed. Enter the new password and

password confirmation.
This message appears in the Password Change form when the user enters a new password, and it is not same as
the confirmation password.
Resolution: Enter the new password and the password confirmation.
5 - IRM160013E: The person is already connected to this role.

This message appears in the Request Access Rights form when:
The user selects a role from the Available Roles
The user moves the selected role to Role to Connect
The user is already connected to the selected role
Resolution: Select another role to which the user is not connected.
6 - IRM160014E: The selected request configuration is invalid or does not exist.

Contact your Remedy configuration manager for further details.
This message appears when the user selects an identity management request type from the menu that has invalid
configuration parameters or parameters that are missing from the Requests Configuration Parameters form.
Resolution: Correct the configuration parameters for the identity management request type that were selected in
Requests Configuration Parameters form.
7 - IRM160018W: Select a User and click OK

This message appears when the clicks OK without selecting a person from the Person List dialog box.
Resolution: Select a person from the list of persons and then click OK.
8 - IRM160019E: The user [HTMLUATsrm81:user name] is not registered or mapped

correctly; contact your Remedy system administrator
This message appears when:
A BMC Remedy AR System user is not mapped correctly to a person in BMC Identity Enterprise
SecurityStation and is trying to open one of the following items:
Identity Request Management service request
Identity Request Management console
When the user selects a person from the person list who is not mapped correctly to BMC Identity
Enterprise SecurityStation.
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Resolution: Map a BMC Remedy AR System user to a person in BMC Identity Enterprise SecurityStation.
9 - IRM160020E: You are trying to delete the Password Policy Text in the English
USA Locale, which is the company's default Password Policy Text. You cannot delete
it while there are Password Policy Texts for that company in other locales. First
delete all non-English USA Password Policy Text for that company.
This message appears in the Password Policy Configuration form when the user tries to delete the default
company password policy in English while there are other password policies in non-English languages.
Resolution: Delete all the password policies in all the languages for that company.
10 - IRM160021E: You must select a Password Policy Text for this action.
This message appears in the Password Policy Configuration form when the user clicks Delete Password Policy
Text without setting the Password Policy Text field for a delete operation.
Resolution: Set the Password Policy Text field to delete, and then click Delete Password Policy Text.
11 - IRM160021E: You must select a Password Policy Text for this action.
This message appears in the Password Policy Configuration form when the user clicks Update Password Policy
Text without selecting any password policy text to be updated.
Resolution: Select one of the Password Policy Text, and then click Update Password Policy Text.
12 - IRM160022E: There is no configuration parameter for company companyName

with default locale (eng_US).
This message appears in the Password Policy Configuration form when the user tries to add a new Password
Policy text with a different locale than eng_US to a company without the default eng_US locale.
Resolution: Add a default password policy in the eng_US locale to the company, and then add the Password
Policy Text in each locale that you want.
13 - IRM160023E: Select a Request Type for this action.

This message appears in the Request Configuration Parameters form when the user clicks Update Request
Configuration or Delete Request Configuration without selecting a request from the table.
Resolution: Select a request from the table, and then click Update Request Configuration or Delete Request
Configuration.
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17 - IRM160030E: This request type is not supported from the IRM console.
This message appears in IRM Console when the user selects a request name that is not supported.
Resolution: Select a request that is supported by the backend application.
18 - IRM160034E: You must enter new password in order to submit this request.
This message appears in the Password Change form when the user tries to submit a request without entering a
new password.
Resolution: Enter a new password and then submit the request.
21 - IRM160037E: The user $-1$ is not registered or mapped correctly, contact your
Remedy system administrator.
This message appears under when a user is not mapped correctly to a person in BMC Identity Enterprise
SecurityStation, and the user tries to open each of the BMC Identity Management Suite links.
Resolution: Map the user correctly to a person in BMC Identity Enterprise SecurityStation.
22 - IRM160037W: The user [HTMLUATsrm81:user name who requested for him] or

[HTMLUATsrm81:helpdesk user name] is not registered or mapped correctly,
contact your Remedy system administrator.
This message appears when the user clicks the Password Change link, and the help desk user or the user being
requested is not mapped correctly in BMC Identity Enterprise SecurityStation.
Resolution: Map the help desk person or the user to a BMC Identity Enterprise SecurityStation person.
23 - IRM160040E: The user [HTMLUATsrm81:user name] is not registered or

mapped correctly; contact your Remedy system administrator.
This message appears when the assignee name in the People Login ID field on the Default Assignee configuration
form is not mapped correctly in BMC Identity Enterprise SecurityStation.
Resolution: Map the assignee person correctly to a person in BMC Identity Enterprise SecurityStation, or change
the assignee name on the Default Assignee configuration form.
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24 - IRM160043W: Enter the person name before saving.

This message appears when the user tries to save the Default Assignee configuration form without entering a
name in the People Login ID field.
Resolution: Enter a person name as assignee and then save the form.
25 - IRM160044E: [HTMLUATsrm81:Assignee name] does not exist in ITSM.

This message appears on the Default Assignee configuration form when the user tries to save an assignee name in
the People Login ID field without the person's name in the People form.
Resolution: Enter a person's name that exists on the People form and then save the Default Assignee
configuration form.
26 - IRM160046E: You clicked "Action" before you made a selection. Select a row
from the Exception List and try again.
This message appears on the IdM Exception Handling Console when the user clicks Action without selecting an
exception from the table.
Resolution: Select an exception from the table, and then click Action.
27 - IRM160048E: You clicked "View" before you made a selection. Select a row
from the Exception List and try again.
This message appears in the IdM Exception Handling Console when the user clicks View without selecting an
exception from the table.
Resolution: Select an exception from the table, and then click View.
30 - IRM160053W: The Account is not locked.

This message appears in the Unlock Accounts service when the user selects an account that is not locked.
Resolution: Select only locked accounts.
31 - IRM160054W: The Account is not Revoked.

This message appears in the Enable Account service when the user selects an account to enable it, and the user
account has not been revoked.
Resolution: Select only the revoked accounts.
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32 - IRM160055I: [HTMLUATsrm81:Account names] are enabled and new passwords

have been randomly set, change the password using "Change Password" service
before logging into the accounts.
This message appears in the Enable Account service after the user submits the request. After you enabled the
accounts, the system randomly changed accounts' passwords.
Resolution: To log in to these accounts, change the passwords in the Change Password service.
33 - IRM160056E: You clicked "Submit" before you made a selection, select an

account to enable and try again.
This message appears in the Enable Account service when the user clicks Submit Request without selecting any
account to enable.
Resolution: Select an account to enable and click Submit Request.
34 - IRM160061W: Select a value for the Profile field and try again.
This message appears on the Request Access Rights form when the user clicks Go without selecting any value in
the Profile menu.
Resolution: Select a value in the Profile menu and click Go.
35 - IRM160063E: Enter all the required fields and then save the record.
This message appears under one of the following scenarios:
In the Adapter Company Configuration form when the user saves the new adapter without entering
information in all the required fields.
In Services Configuration form when the user saves the new service without entering all the required fields.
Resolution: Enter all the required fields and then save the record.
36 - IRM160064E:The Company-Site name are already configured.

This message appears on the Adapter Company Configuration form when the user enters a company and site that
already exists.
Resolution: Enter a new company and site name that do not exist on the Adapter Company Configuration form.
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37 - IRM160067E: Your employee [HTMLUATsrm81:employee name] is not mapped

correctly in the ESS.
This message appears after the user selects an employee who is not mapped correctly in BMC Identity Enterprise
SecurityStation.
Resolution: Map the user in BMC Identity Enterprise SecurityStation.
38 - IRM160070E: Select a Company Name for this action.

This message appears on the Company Configuration form for the adapter, when the user clicks Update
Company Configuration without selecting any company.
Resolution: Select a company name from the table and then click Update Company Configuration.
39 - IRM160080E: Select a Company-Site for this action.

This message appears on the Adapter Configuration form when the user clicks the Update Company- Site
Configuration button or the Delete Company- Site Configuration button without selecting any Company - Site
from the Adapter - Companies table.
Resolution: Select a Company -Site name from the table and click the button.
40 - IRM160081I:Select a Company-Site before adding parameters.

This message appears on the Adapter Configuration form when the user clicks Configure Parameters without
selecting any Company - Site from the Adapter - Companies table.
Resolution: Select a Company -Site name from the table and click Update Configure Parameters.
41 - IRM160088E: The approval for service [HTMLUATsrm81:Service Name] is

already configured.
This message appears on the Approval Configuration form when the user selects an IRM Request Type that is
already configured and clicks Update Approval Configuration.
Resolution: Select an IRM Request Type that is not configured.
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42 - IRM160097E: The Request Type [HTMLUATsrm81:Request Name] is already

configured.
This message appears on the Requests Configuration form when the user selects an IRM Request Type that is
already configured and clicks Add New Request Configuration.
Resolution: Select a IRM Request Type that is not configured.
43 - IRM160094E: The company [HTMLUATsrm81:Company Name] is already

configured.
This message appears on the Role Access Configuration form when the user selects a company that is already
configured and clicks the Add Company Configuration.
Resolution: Select a company name that is not configured.
44 - IRM160087E: Select a service for this action.

This message appears on the Role Access Configuration form when the user clicks the Update Service
Configuration button or the Delete Services Configuration button without selecting an IRM service from the
Company -Role Access table.
Resolution: Select an IRM Service from the table and then click on the Update Service Configuration or Delete
Services Configuration button.
45 - IRM160093E: Select a company for this action.

This message appears on the Role Access Configuration form when the user clicks the Delete Company
Configuration button without selecting a company from Companies table.
Resolution: Select a company from the table and click the Delete Company Configuration button.
46 - IRM160095I: Configuration has been reloaded.

This message appears on the Role Access Configuration Form and on Adapter Configuration form when the user
clicks the Reload Configuration button to save new changes in the forms.
47 - IRM160089E: Your IRM privileges do not allow you to request this service.
This message appears when a user clicks any of the services without having the permissions to use the services.
Resolution: Change the permissions in the Role Access Configuration form accordingly or provide the correct
Identity Request Management role to the user.
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48 - IRM160088E: Your IRM privileges do not allow you to request this service.
This message appears when the user clicks Password Change without having the permission to use the service.
Resolution: Change the permissions in the Role Access Configuration form accordingly or give the right IRM role
to the user.
50 - IRM160083I:You cannot delete the Role that you are already connected to.
This message appears on the Request Access Service option when the user tries to select a role that is connected
to the user from the Roles table and move it to the Available Roles table.
Resolution: Do not move roles that are already connected to you. Instead, use the Remove Access Service option.
51 - IRM160082I:[HTMLUATsrm81:Account names] are unlocked and new password

have been set.
This message appears when the user performs an Unlock Account Service request successfully and the new
password for the unlocked accounts are set.
52 - IRM160098E: You need to select an account before you can submit the
request.
This message appears on the Password Change request when the users does not select the Include Person
Password check box and submits the request without selecting any of the accounts.
Resolution: Select at least one account from the Available Accounts table and resubmit.
13.3.2 Informational messages for Identity Request Management

This topic describes the informational messages that you might encounter.
1 - IRM160015I: Request [HTMLUATsrm81:request number] was submitted.

This message appears after the user submits a request for an Identity Request Management service.
2 - IRM160016I: Configuration parameters saved.

This message appears after the user saves the configuration parameters on each of the configuration forms.
3 - IRM45352I: Your Request requestNumber has been submitted

This message appears after the user submits a request for any of the following services:
Request Access Right
Remove Access Rights
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Password Change Request

Enable Account Request
Unlock Account Request
Recertify Employee
Revoke Employee
Password Manager Launcher
Unlock Account Launcher
Enable Account Launcher
4 - IRM160017I: Application is: <$APPLICATION$> Groups are: <$GROUPS$> Group

ids are: <$GROUPIDS$> Roles are: <$ROLES$> User is: <$USER$> Submitter is:
<$Submitter$> Assignee group is: <$Assignee Groups$>
This message appears when the user clicks Show Permission on the BMC Identity Management Suite
Configuration Parameters form.
13.3.3 Troubleshooting CTSA Adapter errors for Identity Request

Management
This section describes the problems that might occur while implementing, building, configuring, and installing
the CTSA Adapter.
1 - IRM000017E Error in adapter while login; Could not connect to the IDM Suite.
The host name provided was suiteHostName and the port number was
suitePortNumber
This message appears for the following scenarios:
The BMC Identity Management Suite server is not started.
The BMC Identity Management Suite host name provided in the OS_HOST parameter of the Adapter
Configuration is incorrect.
The BMC Identity Management Suite port number provided in the OS_PORT of the Adapter Configuration
is incorrect.
Resolution: Start the BMC Identity Management Suite server.
2 - IRM000017E Error in adapter while login; Key must not be null

This message appears when the alias name provided for the KEY_NAME of the Adapter Configuration form is
incorrect.
Resolution: Provide a valid alias name for the KEY_NAME in the Adapter Configuration form.
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3 - IRM000017E Error in adapter while login; Keystore was tampered with, or

password was incorrect
This message appears for the following scenarios:
The Keystore password provided in the password file is invalid.
The value of the KEYSTORE_LOCATION adapter parameter is invalid.
Resolution: Provide a valid Keystore with a valid Keystore password.
4 - IRM000012E Internal Error: The specified PERSON_MAPPING_METHOD is

invalid personMappingMethod
The personMappingMethod value is other than LOGIN_ID or GUID.
Resolution: The personMappingMethod should be either LOGIN_ID or GUID.
5 - IRM000017E Error in adapter while login;

com.bmc.idm.ctsa.security.exception.SecurityException: No Unattended
Administrator Defined for profile essProfileValue
The value of the ESS_PROFILE specified in the Adapter Configuration is invalid.
Resolution: Provide the correct value of the ESS_PROFILE in the Adapter Configuration.
6 - IRM000012E Internal Error: Person ID does not exist in ESS for LOGIN ID:
<ITSM_LOGIN_ID>
This happens when the PERSON_MAPPING_METHOD is LOGIN_ID, and in the ITSM Person does not exist in the
BMC Identity Enterprise SecurityStation backend.
Resolution: Create a BMC Identity Enterprise SecurityStation person corresponding to the ITSM person.
7 - IRM000012E Internal Error: Person ID does not exist in ESS for GUID:
itsmPersonGuidValue
This happens when the PERSON_MAPPING_METHOD is GUID, and the Person GUID does not match with the
GUID in the BMC Identity Enterprise SecurityStation backend.
Resolution: The GUID for the person should be the same in BMC Remedy Action Request System and the BMC
Identity Enterprise SecurityStation backend.
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8 - IRM000012E Internal Error: Bad version number in .class file

This happens when the Java version used by the Identity Request Management is different from the Java version
of the BMC Identity Management Suite that it connects to.
Resolution: Verify the Java version that the Identity Request Management plug-in uses is compatible with the
version that BMC Identity Management Suite uses in the armonitor.cfg file.
13.4 Troubleshooting processes related to a service

This section discusses addressing issues related to user requests.
Viewing processes related to a request
Other troubleshooting tips
13.4.1 Viewing processes related to a request

To troubleshoot a request, you can view the processes that are related to the request. If the request has errors
during the fulfillment process, you can fix them.
To view processes related to a request

1. From the Service Request Coordinator Console, click SRs With Errors in the left navigation panel.
Alternatively, you can search for your request.
2. Double-click the request or click Request Details.
3. In the Request Details dialog box, click Process View to see the process related to the request.
This view enables you to see the underlying objects used when creating work orders, incidents, change
requests, and so on.
Note
If the Event Error button is enabled, it indicates that there is an error in the request that needs to
be resolved.
4. From the The Process form, click Event Error to troubleshoot the request.
5. In the Fulfillment Application Instance Detail area, verify that the correct applications are instantiated.
If the event is successful, the Application Instance Details area shows the application that created
the event, its request ID, and its current status.
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If there is an error on the application instance, the event error details appear in the Event Error
Details area of the Application Instances dialog box.
6. If an event contains an error (shown in Event Error Details area), click View Events.
The Event History form appears, showing the event history of the instance. If the event ran without errors,
the entry is automatically deleted. As a result, you cannot view successful events in the Event History form.
7. Debug the error with the fulfillment applications.
Typically, you see problems with fulfillment applications if the AOTs, PDTs, or SRDs were not defined
correctly.
For example, if you create a global entitlement for an SRD that assumed specific company information,
errors might appear when the application attempts to create an entry. Users might enter invalid location
information, but the SRD requires input of a specific Region, Site Group, and Site. Using the Event History
dialog box to troubleshoot this type of error is difficult due to poor definition of the catalog entry.
Another example of poor definition of the catalog entry is adding questions that do not correctly create the
fulfillment request. If you want a user to enter the urgency of a request, make sure you specify that the
Urgency question is required and must be answered. If users ignore the question (because they thought it
was optional) and submit the request, the fulfillment application generates an error.
8. Click Retry to re-start the application instance command.
9. Close the Event History dialog box.
When you have fixed the fulfillment application error, the application generates a request ID and
automatically moves the application request into the In Progress state.
10. Close the View History dialog box.
The Request Details dialog box shows the fulfillment ID of the fulfillment application.
11. Close the Request Details dialog box.
The fulfillment application ID is generated correctly, and you can work on the request.
12. After the problem is fixed, make sure that the fulfillment worker working on the request completes it in a
timely manner.
If necessary, you can track the request to make sure it is approved by the appropriate person.
13. Track the request until its status is Completed.
13.4.2 Other troubleshooting tips

Use the following troubleshooting tips to correct event errors that might appear in the Process View:
Error
Action
Cannot create entry (ARCreateEntry) Required
The fulfillment application cannot create an entry if the required fields do not
contain valid data.
fields cannot be set to a NULL value
1.
2.
3.
4.
5.
6.
Scroll through the Event Parameters list to find the field with the NULL value.
Enter a valid parameter value in the Param Value field.
Click Commit , and click Retry . The new parameter is processed.
Close the Event History dialog box and the Application Instances dialog box.
Refresh the request. The error code is no longer in the Event Status field.
Open the View Process dialog box to see the request that was created.
The fulfillment application cannot create an entry if the categorization is incorrect.
1.
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Error
Action
Cannot create entry (ARCreateEntry)
1. Scroll through the Event Parameters list to find the incorrect categorization
Operational categorization information is
values from the request. For example, the user entered TEL as the category.
2. Remove the invalid parameter value in the Param Value field.
invalid for the specified company.
3. Click Commit , and click Retry . The new parameter is processed.

4. Close the Event History dialog box and the Application Instances dialog box.
5. Refresh the request. The error code no longer appears in the Event Status
field.
6. Open the View Process dialog box to see the request that was created.
Cannot create entry (ARCreateEntry) No

application group could be found. Manually
The fulfillment application cannot create an entry because the assignment manager
rules are not properly configured for the fulfillment application.
select a group from the menus. If no group with

an individual in the functional role of
application manager is defined, notify your
System Administrator.
1. From the Application Administration Console, click the Custom Configuration

tab.
2. From the Application Settings list, choose Foundation > Configure Assignment
> Configure Assignment, and click Open.
3. From the Configure Assignment form, make sure the Work Order Assignee
and the Work Order Manager events appear in the Assignment Configuration
window.
4. Make sure that you have correctly configured the group assignments for the
correct events, for example, the Work Order Assignee and the Work Order
Manager events.
5. Make sure the correct available applications are selected. For example, you
cannot create a work order if Work Order Management is not selected.
For information about configuring assignments, see the Configuring work
assignments.
Cannot create entry (ARCreateEntry) You

cannot submit or modify the incident status
The application cannot create the incident because the incident template is not
correctly configured
from incidentState> to New.

1. Open the incident template.
2. Make sure that the template is assigned to the correct support company,
support organization, and assigned group.
3. If the incident template is assigned to a specific assignee, clear the name from
the Assignee field. Do not assign incident templates to a specific individual.
4. Open the Request Details dialog box to view the underlying event error, as
described in Viewing processes to troubleshoot a request.
5. When you view the event in the Event History, click Retry .
When you return to the Request Details dialog box and view the Process View,
you can see that the incident request was successfully created.
ARCreateEntry Value does not fall within the

limits specified for the field (Maximum length
- fieldLength) : paramName
Note: Field length in the request is too long
fixing the configuration to stop the underlying
problem.
The fulfillment application cannot create an entry because the data pushed from a
field in the request is too long. The error in the Command Automation Interface
(CAI) occurs because the field length in the request field (for example, 120
characters) exceeds the field length of the fulfillment application (for example, 100
characters). Follow these steps to correct the underlying configuration problem in
the application:
1. From the Custom Configuration tab, choose Service Request Management >
Application Configuration > Define Application Target Data, and click Open .
2. Configure the field length of the application target data to be less than or
equal to the field length in the fulfillment application.
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Error
2.
Action
You no longer see this problem when a request creates the entry. However,
you will still see a TRUNCATE WARNING message in the Work Info History.
ARCreateEntry Value does not fall within the

limits specified for the field (Maximum length
- fieldLength) : paramName
The fulfillment application cannot create an entry because the data pushed from a
field in the request is too long. Follow these steps to correct the problem with the
request:
Note: Field length in the service request is

too long fixing the record
1. Scroll through the Event Parameters list to find the Param Name field with the
incorrect value.
2. Reduce the number of characters in the Param Value field to less than or
equal to the maximum length, for example, 98 characters.
3. Click Commit , and click Retry. The correct parameter is processed.
4. Close the Event History dialog box and the Application Instances dialog box.
5. Refresh the request. The error code no longer appears in the Event Status
field.
6. Open the View Process dialog box. You see that the request was created.
7. Close the dialog box.
8. Click the Work Info tab, and select All in the Show list.
A general information TRUNCATE WARNING message appears in the Work
Info History. This warning appears because the field length value in the
request is not within the limits specified for the field and was truncated in the
fulfillment application. Although the entry was successfully created, some
data did not flow to the fulfillment application.
When submitting a request with an attachment, you might

see the following error with the
SRM_OUT_UPDATE_APP_REQUEST_WORKLOG event
command (with incidents, change requests, and work
orders):
You can ignore this error message. The request is not affected. You can still
complete the fulfillment application requests and the request.
Unable to get the Request ID from

<application>:<application> Interface. The
entry you requested does not exist.
For example, with BMC Change Management, the following
error appears: Unable to get the Request ID from
CHG:Change Interface. The entry you requested
does not exist.
13.5 Troubleshooting localization

When you are working on a BMC Remedy AR System server that has the Localize Server option enabled, you
sometimes see unexpected behavior with localized BMC Service Request Management objects, for example,
missing navigational categories or SRDs do not appear as expected.
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Problem
Solution
Why are PDTs created by locale? Shouldn't only the SRD
When creating PDTs, the process definition is the same across all the locales. Only the
be by locale but the PDT be the same for all users?
fields that appear to users in the Visual Process Editor are localized.
Navigational categories are not shown as expected. For
The SRDs and navigational categories appear to users based on the locale fallback
example, I created an SRD in three locale entries

(English, Spanish and French). I also created three
mechanism for locale defined by BMC Remedy AR System.
separate navigational category entries for them. When I

open the Request Entry console, my client locale is
English. But the navigational categories appear in
Spanish. Then when I select the SRD, the English one
appears.
All the global SRDs were shown as expected until I
The SRDs appear based on the locale fallback mechanism of BMC Remedy AR System. If
created an SRD with three different locales. I see only

the one SRD that was localized and all of the others,
BMC Remedy AR System finds at least one SRD for the client locale, it does not display
the SRDs defined in other locales. The global SRDs were defined with a null locale value
including the navigational categories, are not visible.
and the new SRD was created with a locale value that matches your client locale. As a
result, only new SRDs appear. After you have chosen any type of locale option, any BMC
Service Request Management object that does not have a locale defined no longer
appears. To show the global SRDs, they must be also be localized.
I localized my SRD and the SRD appears, but it does not

work properly, and there are no questions in the Provide
Information window in the Request Entry console.
The SRD and all related objects must be localized. This includes the PDTs, the
navigational categories, the questions, and the AOTs. If these are not localized, they will
not be present on the SRD for that locale.
For more information about localizing BMC Remedy AR System applications, see Localizing BMC Remedy AR
System applications.
13.6 Troubleshooting SRD ID number generator conflicts on

the production server: 8.1.01 and later
This topic explains how to resolve problems with service request definition (SRD) ID numbers that might occur
after a Merge data import operation.
Each new SRD created in the Service Catalog Manager Console is assigned a unique Service Request Definition ID
value based on the "next available ID number," which is generated by workflow executed on the SRD:CFG
DefinitionNumGenerator form. For example, if the last SRD created in the Service Catalog Manager Console had
ID number SRD000000002333, the next SRD created in the console will have ID number SRD000000002334.
If you choose the Merge data option during an import, SRD IDs are retained, and no records are created in the
SRD:CFG DefinitionNumGenerator form for SRDs that are added to the server. If the records in this form are not
current, conflicts can occur when new SRDs are created. For example, the last SRD created on the server had ID
number SRD000000002333. An import operation adds an SRD with ID number SRD000000002334. When you
try to create another SRD from the Service Catalog Manager Console, workflow tries to assign ID number
SRD000000002334, and an error is generated because ID number SRD000000002334 already exists in the
database. The SRD cannot be created.
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To correct this problem on a non-production server, you can edit SRD:CFG DefinitionNumGenerator form
records in the database directly, and then restart the server.
To correct this problem on a production server, you can do one of the following:
Ignore the error and attempt to create a new SRD The workflow will increment the SRD ID number each
time you attempt to create an SRD. Error messages will cease when the SRD ID number increments to a
value greater than the highest SRD ID number imported to the server. This method is acceptable if you
have only one or two SRD ID numbers in conflict.
Create a new record in the SRD:CFG DefinitionNumGenerator form to account for the highest imported
SRD ID number This method is a better choice if you have many SRD ID numbers in conflict and you
want to permanently eliminate the problem.
13.6.1 To create a new record in the SRD:CFG DefinitionNumGenerator

form
1. In the Service Catalog Manager Console, search for all SRDs on the server and make a note of the highest
SRD ID number.
2. Use web reporting to export any single record from the SRD:CFG DefinitionNumGenerator form as an .arx
file. See Exporting or printing Web reports.
3. Open the .arxfile in a text editor and make the following changes to the record:
a.
Modify the SRD ID number so that it is greater than the highest SRD ID number on the server.
Modify the InstanceID for the form record, making sure that it is unique. For example, add a
character to the InstanceID.
4. Save the .arx file.

5. Import the .arx file by using BMC Remedy Data Import. In Data Import Preferences, select the option to
Reject Duplicate Records. See The import process.
13.6.2 Related topic

Import data options
13.7 BMC Service Request Management Maintenance tool

The BMC Service Request Management Maintenance tool is a diagnostic utility that is included when you install
Note
To simplify operations such as logging and performing health checks, the BMC Service Request
Management Maintenance tool runs on the designated AR System server.
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The following sections describe the uses for the BMC Service Request Management maintenance tool and
provide some information about the other BMC Remedy ITSM Maintenance tools:
Collect and view logs
Perform a health check
Encrypt passwords
Other BMC Remedy ITSM Suite Maintenance tools
13.7.1 Collect and view logs

The BMC Service Request Management Maintenance tool provides access to installation and uninstallation logs.
Each time that you run the installer or uninstaller, a log file is created or appended to an existing log file. You can
view the log file from a log viewer, which you launch from the BMC Remedy ITSM Maintenance tool.
The log viewer is a graphical presentation of the log files. Each installer log session is displayed as a tab. The tab's
name includes a time stamp of the installer run. The tab displays the contents of the log file, with errors
highlighted in red and warnings highlighted in yellow. Entries are presented in a table format that you can sort.
See Working with logs and Viewing installation and installation logs for more information.
13.7.2 Perform a health check

You can use the Health Check tab in the BMC Service Request Management Maintenance tool to run a post
installation health check on your files.
The health check uses a bill of materials (BOM) file from the BMC Service Request Management application to
verify that the application forms and workflows that you chose to install were installed properly. The health check
reports on any parts of the product that are broken.
See Running an installation health check for more information.
13.7.3 Encrypt passwords

From the BMC Service Request Management Maintenance tool Encryption tab, you can generate an encrypted
password to use when running a silent installation.
See Encrypting passwords for more information.
13.7.4 Other BMC Remedy ITSM Suite Maintenance tools

The following table lists the other maintenance tools available in the BMC Remedy ITSM Suite and their uses.
Product
Capabilities
BMC Remedy IT Service Management Maintenance tool

Viewing logs
Performing health checks
Page 712 of 745
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Product
Capabilities
BMC Service Level Management Maintenance tool

Viewing logs
BMC Remedy AR System Maintenance tool

Viewing logs
Configuring logging
BMC Atrium Core Maintenance tool

Viewing logs
Configuring logging
DSO mapping
This table lists the other maintenance tools available in the BMC Remedy ITSM Suite and what you can use them
for.
Note
For information about the Maintenance tools available with a BMC product that is not in the BMC
Remedy ITSM Suite, see the documentation for that product.
Page 713 of 745
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14 Known and corrected issues

The following issues pertain to this release of BMC Service Request Management and its service packs and
patches. They are divided as follows:
Installation issues
Application issues
Documentation issues
Related topic
To see all open issues, or to see the issues corrected in a specific release, service pack, or patch, sort the table by
the Corrected in column. An issue with no version number listed here remains open.
Version numbers are given in the format MajorRelease.MinorRelease.ServicePack.Patch. For example, 8.2.04.001
is patch 1 for service pack 4 of minor release 8.2.
14.1 Installation issues

Known and corrected issues related to installation or upgrade
Click any column heading to sort this table or change sort direction.
Defect ID
Description
Affected
versions
Corrected
in
SW00424835
After an upgrade to BMC Service Request Management 8.0.00, the Ready icon is not displayed for requests
that were added to the cart in the Request Entry console before the upgrade.
8.0.00
8.1.00
SW00425317
After an upgrade to BMC Service Request Management 8.0.00, draft requests that were created before the
upgrade do not display the submitted date in the My Requests pod.
8.0.00
8.1.00
SW00428380
SW00452557
If you reinstall BMC Service Request Management to install additional languages, some of the local-specific
data is not imported. For example, names of applications in the Applications flyout menu are not localized.
8.1.00
8.0.00
8.1.01
In addition, the installer imports BMC Remedy IT Service Management integrations, which increases the
installation time.
SW00428640
If the BMC.Asset data set accessibility is not set to "writable" before installing or upgrading, and you want to
import the Sample Data, an error message is generated in the logs stating that the Sample Data did not get
imported. The message is SRM Completed with error ERROR (120124) when the SRM installer tries to import
BusinessService.
8.1.01
8.1.00
8.0.00
Workaround: Update the data set manually and import the ARX files.
SW00429628
When you upgrade from a version of BMC Service Request Management earlier than version 7.6.04, Service
Offering prices might not be displayed correctly.
SW00430184
8.0.00
8.1.00
8.0.00
8.1.00
Page 714 of 745
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Defect ID
Description
Affected
versions
Corrected
in
8.1.00
During installation, if you enable BMC Remedy AR System Java plug-in logging, you might see an Identity
Request Management form not found error in the arjavaplugin.log file. This error comes from the
RMDY.ARDBC.IDM.PLUGIN.AGNOSTIC plug-in.
SW00430637
If you install or upgrade BMC Service Request Management 8.0.00 on a stack where the foundation is not at
version 8.0.00, following which the foundation is upgraded to 8.0.00, you have to change the value of the
Form Type field in the SHR:SchemaNames form to Staging Form for all staging form records.
8.0.00
SW00432318
On HP/UX platforms only, the IRM adapter extraction fails at the end of the installation.
8.1.01
8.1.00
8.0.00
Workaround: When installing IRM, if the adapter extraction displays the sh: ./AZExtraction.sh:
Execute permissions denied message, ignore the message and perform the following steps after the
installation completes:
1. At a command prompt, navigate to the Adapter_Extraction folder (for example,
/data1/bmc/ARSystem/irm/Adapter_Extraction).
2. Provide execute permissions to the AZ Extraction utility with the
chmod 755 /data1/bmc/ARSystem/irm/Adapter_Extraction/ AZExtraction.sh command.
3. Run the AZ Extraction utility again with the appropriate parameters.
4. If the IRM installation/AZ Extraction displays the java.lang.NoClassDefFoundError:
com/bmc/remedy/idm/brim/adapter/ utility/AdapterExtractionUtility exception in the main thread,
ensure that the system where the IRM installation and adapter extraction was initiated contains the AR
and IRM installation folders.
5. If the password for the AR Administrator user is blank, enclose the password within double quotes
when you run the utility within the SRM/IRM installer or as a stand-alone utility.
SW00433089
You cannot install BMC Service Request Management Help on HP-UX.

Workarounds:
8.1.01
8.1.00
8.0.00
Use the Help installer to install Help on a web server with a different operating system, as explained in
Installing help.
Locate the Help files for a different operating system, and copy them to a network directory. In this
situation, users will not use the Help menu; instead they will open the helpfile.htm file from the
network directory. For information about locating the Help files on the DVD or in the download
location, see Installing help.
SW00436816
After installing or upgrading BMC Service Request Management on top of an existing BMC ITSM installation,
you might see an error message when logging in, such as:
The definition for the INT:FNDSRS:BuildQualification_WorkOrder guide cannot be
8.1.01
8.1.00
8.0.00
7.6.04
found and might be missing from the AR System server. (ARERR 9371
Workaround: After completing the BMC Service Request Management installation or upgrade, flush the Mid
Tier cache.
SW00439112
BMC does not currently support BMC Service Request Management 8.1.00 installations against remote BMC
Remedy IT Service Management applications.
Workaround: Install BMC Service Request Management 8.1.00 and BMC Remedy IT Service Management
applications on the same stack.
SW00444955
When upgrading from 7.6.04 SP4 to 8.1.00 in a server group environment, the Health Check summary does
not provide of complete list of all active links and filters.
8.1.01
8.1.00
8.0.00
7.6.04
8.1.01
8.1.00
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Defect ID
Description
Affected
versions
SW00445413
When you upgrade to version 8.1.00, the integration with BMC Remedy ITSM Process Designer is broken.
8.1.01
8.1.00
Workaround: Upgrade Process Designer to the latest version and the integration with BMC Service Request
Corrected
in
Management is restored.
SW00446315
If you upgrade from 7.6.04 SP2 to 8.1.00 on a stack where the foundation is not at 8.1.00, the installation
8.1.01
completes but you see data import and migration failures errors in the error log.
8.1.00
The installation is actually successful, and you can safely ignore these installation errors. However, specific
8.1.00 features will not function properly. For more information, see Version 8.1.00 features not supported
in a mixed-version stack.
SW00446863
When upgrading BMC Remedy ITSM or BMC Service Request Management to version 8.1.00 in a customized
environment, you might encounter import ERROR (48747) when the post-install union view creation record
8.1.01
8.1.00
is imported to the MSM:MigrationTasks form:

Workaround:
After the upgrade has completed, add the customized selection value(s) from the form identified in the error
message to the corresponding consolidated field on the view form (also identified in the error message) and
then rebuild the Database Union Structure.
SW00447275
The 8.1.00 installer does not correctly install the IRM plug-in.
Workaround:
8.1.01
8.1.00
1. Log on to the computer where IRM is installed with the Administrator permissions
2. Go to the %BMC_AR_SYSTEM_HOME%\irm\Adapter_Extraction folder.
3. Right-click and open the AZExtraction.bat file (Windows) in a text editor.
For UNIX, open AZExtraction.sh.
4. Search for the AR_API_VERSION=80_build001 set.
5. Replace 80_build001 with 81_build001.
6. Save the file.
7. Run the AZExtraction.bat file from the command line with the necessary parameters.
SW00447277
If you install BMC Service Request Management 8.1.00 and follow the workaround to install the IRM plug-in,
you see an error when you try to configure the Access Roles Configuration window (Application
Administration Console > Custom Configuration > Identity Request Management > Service Requests
Configuration > Access Roles Configuration).
8.1.01
8.1.00
Workaround:
1. Open the Server Configuration window (AR System Administration Console > System > General >
Server Information).
3. Select Allow Unqualified Searches.
Do this temporarily. Otherwise, you can see performance problems with your AR System server.
4. Click OK.
5. Perform the IRM configuration.
6. Go back to the Configuration tab and de-select Allow Unqualified Searches.
7. Click OK.
SW00456213
When you upgrade from version 7.6.04 SP2 to 8.1, Japanese and Chinese overlays of BMC Service Request
Management form views are removed.
SW00461813
8.1.00
8.1.01
8.1.01
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Defect ID
Description
Affected
versions
Corrected
in
When you install BMC Service Request Management as a standalone product (without installing BMC
Remedy IT Service Management), warnings appear such as:
1] warning return code 1],Detail=[AR driver file
<InstallDirectory>\Workflow\pre_install
\8.0.00_overlay_install\applications\srm\workflow \en\RQCFiltersToBeDisabled.drm
\8.0.00_overlay_install\applications\srm\workflow
\en\RQCActiveLinksToBeDisabled.drm
\8.0.00_overlay_install\applications\srm\workflow \en\RenameForm.drm
In addition, a .def file failure warning appears for the AIS:GlobalPreferences form.
Workaround: None. You can safely ignore these warnings.
SW00464787
When you upgrade the BMC Remedy ITSM stack from version 7.6.x to 8.1.01, the BMC Remedy IT Service
Management and BMC Service Request Management upgrades might complete with warnings due to the
multi-tenancy update failing with timeout errors.
8.1.01
Workaround:
Review the records in the MSM:MigrationTask form to verify whether all the of the scripts ran successfully:
1. Search the MSM:MigrationTasks form for any Failed records as follows:
'Task Tag Group' = "Multi-Tenancy" and 'Migration Status' = "Failed"
2. For any records with a status of Failed, follow the procedures in Troubleshooting the multi-tenancy
update.
If there are no Failed records, continue with step 3.
Notes:
All records might show a status of Successful, even though there are problems with the multi-tenancy
update. Continue with the remaining steps in this procedure to complete the update.
Some records might show a status of Pending, for example, records where the Property Name ends
with _C. These records have a specific function and are expected to be in the Pending state. See the
section Updating only Field ID 112 in Managing the multi-tenancy update, and follow the procedure
to toggle associated Pending records, if applicable.
3. Search the SHARE:Application Properties form for any records showing the registration of field
permission updates. For these records, the Property Name ends with _FIELD_ID_CHANGE, for
example, REGISTER_AM_FIELD_ID_CHANGE.
a.
If there are records ending with _FIELD_ID_CHANGE for all of the installed applications,
no action is required. The MT Utility updates were successful.
If there are no records ending with _FIELD_ID_CHANGE, continue with step 4.
4. Delete all of the multi-tenancy registration records, including all records where:
Property Name begins with REGISTER_ and the Property Value is Successful , and
Property Name is REGISTER_DDM_COUNT_MT and the Property Value is an integer, and
Property Name is REGISTER_DDM_DATE_MT and the Property Value shows a current date
For example:
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Defect ID
Description
Affected
versions
Corrected
in
5. Manually re-run the MT Utility from the command line. For more information, see Starting the
multi-tenancy update utility manually.
6. After the MT Utility re-run is complete, search the SHARE:Application Properties form for the
registration records, including all registration records for field permission updates, DDM registration,
and SQL script registration.
The Property Value for all of the registration records should be Successful, except for the DDM
Registration records, where:
REGISTER_DDM_COUNT_MT has an integer value
REGISTER_DDM_DATE_MT has a date value
Note
The following BMC Remedy ITSM 8.1.01 installation issues also apply to BMC Service Request
Management 8.1.01. For additional issues applicable to BMC Service Request Management 8.1.01, see
BMC Remedy ITSM 8.1.01 Known and corrected issues.
Defect ID
Description
Affected
versions
SW00463181
When you perform a fresh installation or upgrade BMC Service Level Management 8.1.00 with BMC
Remedy ITSM 8.1.01, the installer panel displays the following error:
8.1.01
SW00463857
Corrected
in
The Multi-tenancy update will not be

applied because,
the following applications are not at
version 8.1.00
BMC Remedy ITSM Suite
Workaround
This issue will be fixed with the release of BMC Service Level Management 8.1.01.
Note: BMC Service Level Management 8.1.00 is not supported with BMC Remedy ITSM 8.1.01. See BMC
Service Level Management compatibility.
SW00464141
If you try to upgrade or install BMC Service Level Management to 8.1.00 after BMC Remedy ITSM 8.1.01,
you will encounter following errors:
8.1.01
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Defect ID
Description
Affected
versions
Corrected
in
several objects are deleted.

forms, views and integrations are downgraded.
all foundation fixes done after 8.1.00 are lost.
14.2 Application issues

Defect ID
Description
Affected
versions
Corrected
in
SW00371942
The obsolete topic, "Adding new languages for integration components," appears in the offline
documentation.
8.0.00
8.1.00
SW00386807
When you export a service request definition (SRD), the related package is not exported.
8.1.00
8.0.00
7.6.04
8.1.01
SW00402329
When you install BMC Service Request Management on a BMC Remedy IT Service Management stack,
inactive summary definitions that were offline are deployed.
8.1.01
8.1.00
8.0.00
7.6.04
Workaround: Take the inactive summary definition offline after installation is complete.
SW00416454
Activity Log entries and attachments in a service request are only passed to the first-level fulfillment request
generated from the service request. For example, if a service request process creates a series or work
orders, only the first work order will contain attachments and Work Info entries from the service request.
Workaround: From the second or third-level related work order, change request, or incident, click the View
Service Request link. View attached files and Activity Log entries on the service request's Details tab.
8.1.01
8.1.00
8.0.00
7.6.04
7.6.03
7.6.00
SW00418160
The one-time cost and the recurring cost of a service are displayed in different currencies.
8.0.00
7.6.04
8.1.00
SW00418750
When you create a service marketing slide for a locale other than en_US and you use the Search field to find
the SRD to associate with the slide, when you click Select to choose the SRD, an error message is displayed.
8.0.00
8.1.00
SW00421938
You can save a work order with invalid information in the Request Assignee, Request Manager, and related
fields.
8.0.00
7.6.04
8.1.00
SW00423092
When submitting a one-time request on behalf of another user, when the submitter responds to questions
on the Provide Information form, if the SRD is configured to use the CUSTOMER logon ID for autofilling
responses, the system uses the submitter's information to autofill answers to questions in the SRD, instead
of using the On Behalf Of user's information.
8.1.01
8.1.00
8.0.00
Workaround: Use the On Behalf Of settings under Settings (gear icon) to submit requests on behalf of
another user, instead of submitting a one-time request from the Provide Information form.
SW00423726
If you rename a condition in a process definition template (PDT), the condition no longer functions.
8.0.00
7.6.04
8.1.00
SW00424695
Page 719 of 745
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Defect ID
Description
Affected
versions
When you perform an advanced search to locate an incident or configuration item (CI) to relate to a work
order, the Customer Company does not appear on the Date Range and Location tab when you click Current
8.1.01
8.1.00
Location.
8.0.00
Corrected
in
Workaround:
1.
2.
3.
4.
5.
6.
7.
SW00424934
Search for a work order in the Work Order form.

Click the Relationships tab.
In the Create Relationship area, choose Incident or Configuration Item from the Search list.
Click the Search (magnifying glass) icon.
Click Use Advanced Search.
Click the Date Range and Location tab.
In the Location area, manually choose values from the Customer Company, Region, Site Group, and
Site+ lists.
When you submit an issue from a Knowledge Base article in the Request Entry console, the URL to the
article is not active in the work notes of the fulfillment record.
8.1.01
8.1.00
Workaround: Copy and paste the URL into the address bar of a browser to view the article.
8.0.00
7.6.04
7.6.03
7.6.00
SW00425903
An attempt to perform a bulk export of SRDs from the Import Export console fails with an error message
stating that the script is either busy or has stopped responding.
8.1.01
8.1.00
8.0.00
Workaround: You can ignore this error message. Click Continue to proceed with running the script, or
select the Do not ask me again option on the message box and then click No.
SW00426875
When an SRD name includes parentheses, and you include parentheses in a search, the system exhibits one
8.1.01
of the following behaviors:
8.1.00
8.0.00
The search is unsuccessful

The search is successful, but includes an error message stating that the full text search (FTS) service
could not complete the requested operation.
Workaround: Do not include parentheses when searching for an SRD by its name, unless you are using a
complex query.
SW00427652
The status of related service requests does not stay synchronized with status changes in latent change
requests.
8.0.00
7.6.04
7.6.03
7.6.00
8.1.00
SW00428120
When a change request is created from a service request by using a change template, the change class
value is set by using the default value rather than the template value.
8.0.00
7.6.04
8.1.00
SW00428518
If you use Product Ordering to request a hardware CI that is in inventory, and the change request is
cancelled, the CI is not put back into inventory.
8.1.01
8.1.00
8.0.00
Workaround: Place the CI back into inventory manually, as explained in Placing non-bulk CIs in inventory.
SW00428582
When a draft service request is opened again for completion, the Required Completion and Expected
Completion values are not recalculated based on the current date and time.
8.0.00
7.6.04
8.1.00
Page 720 of 745
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Defect ID
Description
Affected
versions
Corrected
in
SW00429176
If you export an SRD with images attached to the Instructions field, the images are not displayed correctly
after the SRD is imported.
8.0.00
8.1.00
SW00429196
SW00428899
In Product Ordering, you cannot see milestone information for purchase requisitions (PRs) that are in
progress. You can see milestone information only when the PR is completed.
8.0.00
8.1.00
SW00429866
For an SRD with no questions defined, if you add the request to the cart, the Ready column in the Cart
Review table might show that the request requires additional information. This prevents you from
8.0.00
8.1.00
submitting the cart.

SW00431984
Field labels in Request Details are not displayed correctly in German and Spanish.
8.0.00
8.1.00
SW00432583
Clicking Request ID in Approval Central opens a blank Request Details form.
8.0.00
8.1.00
SW00433289
When creating a work order, you cannot enter part of a service name in the Service field to see a list of
8.0.00
8.1.00
matches.
7.6.04
SW00434319
The Broadcast window opens when the Broadcast Auto Popup option is set to On New Broadcast in the
Request Entry tab of the Request Preferences form. However, there are no new broadcasts.
8.0.00
7.6.04
SP2
8.1.00
SW00437623
An error occurs when you generate a survey if you resolved an incident for a user with an email address
longer than 50 characters.
8.0.00
7.6.04
8.1.00
SW00438065
If you modify entitlement rules while users are logged on, the users can see all services, not just the services
they are entitled to see.
8.0.00
7.6.04
8.1.00
SW00444032
In the Work Order Console, criteria you specify in More Filters for the Requested For user is ignored. Results
shown in the Work Orders and Tasks tables are not filtered for the Requested For user(s). In addition, when
you click Clear All in the More Filter Criteria dialog box, the Requested For information is not cleared.
8.1.01
8.1.00
SW00445161
You cannot add operational categorization information to a work order if the Contact+ field is empty.
8.1.00
8.1.01
SW00446381
Work Order form search results are not shown in colors based on BMC Service Level Management (BMC
SLM) status indicators.
8.1.00
8.0.00
7.6.04
8.1.01
SW00446498
Drop-down menus for questions that have a large number of options do not have scroll bars.
8.1.00
8.0.00
8.1.00.001
SW00446872
Service requests do not change to the Completed status because a section of the process flow that should
have been bypassed is executed.
8.1.00
8.0.00
7.6.04
8.1.00.001
SW00446887
Scripting is possible in Activity Log entries, which is a security risk.
8.1.00
8.0.00
8.1.01
SW00447094
If an SRD has a large number of questions (which results in the addition of vertical and horizontal scroll
bars), when you hide the Attachments bar or the date bar, a blank region appears below the horizontal
scroll bar.
8.1.00
8.1.00.001
SW00447349
The following error message is displayed if you access a Service Request whose description includes an
embedded hyperlink from the Browse tab of the Request Entry Console:
8.1.00
8.0.00
8.1.00.001
File not found. Either the file requested is not present or the URL supplied is
bad. (ARERR 9217)
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Defect ID
Description
Affected
versions
Corrected
in
SW00448425
When you view the Question Management screen of an imported SRD in the Service Catalog Manager
Console, the questions appear disordered. However, they appear in the correct order when you view them
8.1.00
8.0.00
8.1.00.001
The Summary field in backend fulfillment applications is not populated correctly from the application object
8.1.00
8.1.01
template (AOT).
8.0.00
7.6.04
SW00449417
Conditions that follow a parallel branch in a process definition template (PDT) are never bypassed, even if
they should be bypassed. All subsequent objects are evaluated instead of being bypassed.
8.1.00
8.0.00
8.1.01
SW00450121
You cannot sort the on-behalf-of search results list in the Request Entry console.
8.1.00
8.0.00
8.1.01
SW00450154
If two users share the same first name and last name and you set the user who was created second as the
Contact in a Work Order, the field's value changes to the user who was created first after you click Save.
8.1.00
8.1.00.001
SW00450236
If you hide the Required Completion Date field while creating a service request and then click Request
Again, the Provide Information screen for the new (second) service request continues to display the
Required Completion Date field.
8.1.00
8.0.00
8.1.00.001
SW00450411
SW00457166
Users can view the details of other users' requests by modifying the URL in a submission notification.
8.1.00
8.0.00
7.6.04
8.1.01
SW00450551
When two second-level navigation categories have the same name, SRDs created under one category are
visible under the other.
8.1.00
8.0.00
8.1.01
SW00450641
If you click Save as Draft while creating a service request with an attachment added to a Work Info entry,
when you finally click Submit, the Work Info entry appears twice.
8.1.00
8.0.00
8.1.00.001
SW00451322
(Cloud Lifecycle Management only) If you reject a Cloud Lifecycle Management service request in Approval
Central, or if the user cancels an unapproved service request in the My Cloud Services Console, errors
related to contract line items are reported. In addition, the rejected or canceled service request remains in
the Waiting Approval status.
8.1.00
8.0.00
8.1.01
SW00451323
You cannot re-assign multiple Work Orders by clicking Modify All.
8.1.00
8.1.00.001
SW00451465
In the German locale, if you view a service request that has an Activity Log entry, the English template is
used to display the entry.
8.1.00
8.0.00
7.6.04
8.1.00.001
SW00451985
The Provide Information window takes a long time to load for service requests with many conditional
questions.
8.1.00
8.1.01
SW00451987
Query menu qualifications that contain a combination of question fields and keywords in the Query Filter
do not return any menu choices from the query.
8.1.00
8.1.01
SW00452597
When a user tries to view Request Details, responses to questions do not display when the text of the
question itself is more than approximately 230 characters.
8.1.00
8.1.01
SW00453184
For a question in an SRD, if you change the accompanying radio button to a check box, or vice versa, no
questions are displayed when you view service requests that were created by using that SRD.
8.1.00
8.1.00.002
from the Request Entry Console.

SW00448554
The questions reappear when you undo the change.

SW00453275
The length of the text mapped to an SR Field cannot be more than the SR Field length.
8.1.01
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Defect ID
Description
Affected
versions
Corrected
in
8.1.00
8.0.00
7.6.04
SW00453962
In localized versions of BMC Service Request Management, date questions do not display correctly in
SW00454899
SW00458505
service requests.
SW00454252
Records marked for deletion are not cleaned from the WOI:WorkOrderInterface_Create form.
8.1.00
8.1.01
8.1.00
8.0.00
8.1.01
7.6.04
SW00454275
You cannot reassign work orders in bulk by using Modify All.
8.1.00
8.1.01
SW00454566
SW00456971
You cannot submit a service request for a user that has the same First Name and Last Name as another user.
8.1.00
8.1.01
SW00454888
The German version of BMC Service Request Management has translation errors and formatting problems in
the UI.
8.1.00
8.0.00
7.6.04
8.1.01
SW00454897
Data truncation errors occur when you export multiple SRDs.
8.1.00
8.0.00
7.6.04
8.1.01
SW00454967
Query menu questions do not populate if the Query Filter includes a field that is set by an action that
triggers on Open Form.
8.1.00
8.0.00
8.1.01
SW00454977
The Request Again link appears for service requests that were automatically generated by fulfillment
applications.
8.1.00
8.0.00
8.1.01
SW00455098
Email notifications do not contain data from the Impact and Urgency fields, even though those fields are
mapped in the SRD. This issue occurs when the Notify End User on Approved option is not selected (the
default). See Managing service request notifications.
8.1.00
8.0.00
8.1.01
SW00455205
Filters to clean up records are not working on some BMC Service Request Management forms such as
WOI:CFG TicketNumGenerator, SRM:CFG TicketNumGenerator, and SRM:RequestInterface_Create.
8.1.00
8.0.00
7.6.04
8.1.01
SW00455210
SW00455211
The notification sent to the Requested By person does not contain data from the Notes field in the message
body.
8.1.00
8.0.00
7.6.04
SP4
8.1.01
8.1.00.002
SW00455832
If you change the order of questions or add new questions, dependent conditional questions become
associated with the wrong parent question.
8.1.00
8.1.01
SW00455987
The following error message is displayed when you try to create an SRD approval mapping record in which
all of the fields, except Customer Information fields, use their default values:
8.1.00
8.0.00
8.1.00.002
8.1.00
8.1.01
The criteria you have specified is a duplicate, please change your approval mapping
criteria. (ARERR 2291111)
SW00456191
A user belonging to more than one support group cannot view tasks from the Show Tasks link in the Work
Order Console.
SW00456363
8.1.00.002
Page 723 of 745
Home
Defect ID
Description
Affected
versions
When you use a work order template that has values mapped for all but the following fields on the Details
tab, the Details tab is not displayed when you view the Work Order later:
8.1.00
8.0.00
WO Type Field 01
WO Type Field 06
WO Type Field 08
WO Type Field 11
Corrected
in
7.6.04
SP4
SW00456697
Query menu questions are not populated if the qualification depends upon the result of another question
that has an autofill action.
8.1.00
8.1.01
SW00456714
The Reopen Service Request link appears in surveys for service requests that have a status of Closed.
8.1.00
8.0.00
8.1.01
SW00456859
When you submit a service request that had been saved as Draft, attachment entries appear twice in the
Activity Log.
8.1.00
8.0.00
8.1.01
SW00456904
When you create a service request by using an SRD, the Support Organization field in the Assignment tab is
8.1.00
8.1.00.002
incorrectly populated with the value of the Support Group field that is configured in the SRD.
8.0.00
7.6.04
SP4
SW00457085
The following error message is displayed when you create a Work Order by using a template:
8.1.00
8.1.00.002
The Request Assignee Group fields are invalid. Use the menus for the Support
Company, Support Organization, Support Group Name, and Request Assignee fields to
select this information. (ARERR 150497)
SW00457089
You cannot submit a work order when the Request Assignee field is populated from a template.
8.1.00
8.1.01
SW00457102
When you try to add an approval mapping that uses different requester information, ARERR 2291111 is
displayed: "The criteria you have specified is a duplicate, please change your approval mapping criteria."
8.1.00
8.1.01
SW00457306
In the Google Chrome browser, the Add Work Info fields are not visible on the Work Order form.
8.1.00
8.1.01
SW00457618
The out of the box (OOTB) marketing slides do not display in the Request Entry console when entitlement is
enabled and an entitlement rule is configured to use SRD Level.
8.1.00
8.0.00
8.1.01
SW00457988
Multiple service requests are created when the user clicks Save As Draft multiple times.
8.1.00
8.0.00
8.1.01
SW00458241
For SRD definitions that are imported and applied to a different company, information submitted with a
service request is not sent to the backend application.
8.1.00
8.1.01
SW00458337
Users that do not have unrestricted access cannot view the audit log for a work order.
8.1.00
8.0.00
7.6.04
8.1.01
SW00459163
If the Work Order Console is displayed on the IT Home Page as a panel, it does not show the same results as
the Work Order Console opened from the Applications fly out menu.
8.1.00
8.1.01
SW00460081
You cannot populate the Summary* field on the backend SRM:WorkInfo form with the maximum 100
characters of data, if the data requires encoding. This limitation can cause users to see errors when they try
to add such data to the Activity Log of a service request.
8.1.00
8.1.01
8.1.00
8.1.01
SW00460097
Page 724 of 745
Home
Defect ID
Description
Affected
versions
Corrected
in
You cannot create a work order by using the WOI:WorkOrderInterface_Create form, because names of
companies do not appear in the Company menu for Request Assignee and Request Manager.
SW00460113
SW00461112
New items added to the cart are assigned the same request ID number as another item already in the cart.
8.1.00
8.1.01
SW00460143
Completed work orders are not automatically closed after 15 days.
8.1.00
8.0.00
8.1.01
SW00460602
The original value you select for a menu question is submitted with a service request, even if you enter a
new value or clear the original value before clicking Submit.
8.1.00
8.1.01
SW00460659
When you import SRDs and supporting data, Assignee Group values (field ID 112) are not mapped to
Assignee Groups on the target server.
8.1.00
8.1.01
SW00462040
When you open the Advanced Qualification Builder to create a custom service target for a work order, the
menus contain values for Change Management rather than for Work Order Management.
8.1.00
8.0.00
7.6.04
8.1.01
SW00462720
When you use the Data Wizard to update a user login ID, favorites for that user no longer appear in the
8.1.01
Workaround:
1. In the SRS:ServiceRequest_MyFavorites form, search for all entries that contain the old login ID in the
Submitter field.
2. Modify each entry in the search results to use the new login ID in the Submitter field.
SW00462908
You can submit a request on behalf of another user, even though the user is not entitled to the service.
8.1.00
8.1.01
SW00463741
Actions associated with conditional questions do not execute properly.
8.1.00
8.1.01
SW00463920
In the Service Request Coordinator Console, the Required Date value is displayed in the Expected Date
column.
8.1.00
8.1.01
SW00464115
There is no link to send an email to the service request coordinator from a request.
8.1.00
8.0.00
8.1.01
14.3 Documentation issues

Defect ID
Description
Affected
versions
Corrected
in
SW00461249
The BMC Service Request Management documentation does not include information about displaying
popular articles.
8.1.00
8.1.01
Page 725 of 745
Home
14.4 Related topic

Known and corrected issues (BMC Remedy IT Service Management Suite 8.1)
Page 726 of 745
Home
15 Support information
This topic contains information about how to contact Customer Support and the support status for this and other
releases.
15.1 Contacting Customer Support

If you have problems with or questions about a BMC product, or for the latest support policies, see the Customer
Support website at http://www.bmc.com/support. You can access product documents, search the Knowledge
Base for help with an issue, and download products and maintenance. If you do not have access to the web and
you are in the United States or Canada, contact Customer Support at 800 537 1813. Outside the United States or
Canada, contact your local BMC office or agent.
15.2 Support status

As stated in the current BMC Product Support Policy, BMC provides technical support for a product based on
time rather than number of releases. To view the support status for this release, see the BMC Service Request
Management Support page.
Page 727 of 745
Home
16 Additional resources
The following BMC sites provide information outside of the BMC Service Request Management 8.1
documentation that you might find helpful:
BMC Communities, Service Support community
BMC Support Knowledge Base, search filtered by BMC Service Request Management
BMC Educational Services, BMC Service Request Management learning path
Page 728 of 745
Home
Index
8
8 1 00 16, 36
8 1 01 285
A
Access 388
Accessibility Users 389
Access Rights 339, 339
Account Request 340
Actions 469
Activity Log 285, 350, 586
Adapter 130, 187, 194, 672, 673, 674, 675
Adapter Configuration 192, 200
Additional Resources 728
Ad Hoc 335
Administration 556
Administration Console 378
Administrator 379
Adobe Flash 134
Advanced Interface Forms 252, 403, 494, 495, 501, 502, 635
Aifs 403, 407, 494, 495, 502, 635, 636
Aix 114
Analysis 690
Aots 408, 410, 424, 631
Apache 184
Appadmin 379
Application 153
Application Consoles 378
Application Licenses 83
Application Object Templates 400, 401, 408
Applications 652, 681
Application Templates 400, 401
Approval Central 642
Approval Chains 532
Page 729 of 745
Home
Approval Cycle 293

Approval Emails 166, 168, 168
Approval Process 526
Approvals 54, 166, 168, 168, 171, 285, 285, 293, 294, 297, 483, 485, 486, 521, 522, 523, 524, 526, 527, 528,
531, 531, 532, 535, 537, 539, 540, 541, 640, 643
Approver Mappings 537
Approvers 285, 536, 537
Architecture 56, 674
Articles 269
Assigned Tasks 329, 331
Assignees 303, 315
Assigning 314, 326
Assigning Tasks 326
Assignments 54, 315, 406, 567, 569, 570, 572, 572
Atrium 156, 158
Atrium Service Catalog 398, 594
Attachments 475
Audit 481, 581
Auto Approvals 535
Autofilling 466, 467
B
Best Practice 336, 384, 400, 403, 411, 559, 629
Best Practices 69, 74
Best Practice View 182
Bmc 158
Bmc Encryption Security 132
Bmc Remedy Ar System 125
Bmc Remedy Itsm 178
Bmc Service Request Management 45, 46
Bmc Srm 16
Branch Conditions 462
Breadcrumb Bar 264
Broadcasting 345, 345, 346, 347
Broadcasts 346, 372
Browse Categories 277
Business Hours 385
Business Manager Console 154, 298, 300, 301
Business Manager Console Status 299
Business Value Concept 44
Page 730 of 745
Home
C
Cai 175
Cai Integration 176
Cai Plugin 177
Calbro 57
Cancelling 337
Cart 281
Catalog 153
Categories 269, 277, 277, 395
Categorization 310
Change 491
Chat 304, 361, 363, 363, 364, 368, 370
Check Boxes 452
Cis 472
Classes 676
Classic 559
Client 121
Closing 338, 338
Code 678
Command Automation Interface 655
Commands 655, 657, 658, 659
Communicating 342
Company 479, 527
Company Navigational Categories 393
Company View 291, 480
Compatibility Matrix 59
Compression 130
Concept 48, 256, 260
Configuration 52, 54, 54, 55, 87, 88, 93, 96, 108, 114, 114, 152, 152, 156, 162, 163, 163, 171, 173, 181
, 181, 182, 194, 381, 382, 383, 384, 385, 389, 389, 404, 407, 467, 478, 493, 509, 511, 512, 515, 521, 556, 566,
570, 606, 610, 624, 627, 636, 638, 638, 639, 640, 643, 643, 645, 655
Configuration Prerequisites 373
Configuring 157, 406, 567
Configuring Adapter 197
Configuring Ar System 174
Configuring Remote Integrations 177
Console Preferences 154
Consoles 72, 153, 153, 154, 155, 183, 268, 290, 298, 299, 300, 301, 304, 304, 378, 378, 479, 589, 594, 600,
601, 605, 611, 625
Console View 480
Console Views 291
Page 731 of 745
Home
Contact 565
Context Fields 621
Context Url Builder 618
Control Sa Adapter 187
Copying 284
Corrected Issues 36
Create 403
Creating 403, 494, 513
Creating Srds 432
Crystal Reports 131, 172
Ctsa 187, 188, 192, 194
Currency 680
Custom Aif Workflows 252
Custom Approval Chains 535
Custom Approvals 532
Customer 475, 564, 565
Customer Support 692, 727
Custom Integrations 646, 647, 648, 649, 649, 651, 652
Customizing 200, 646
Custom Search 358
Custom Searches 319
D
Database 179
Database Recommendations 87
Databases 88, 114
Data Flow 490
Data Flow Mapping 422
Data Management 602
Data Visualization 251
Date 458
Dates 313
Deactivating Encryption Security 133
Debug 643
Default Preferences 347
Defined Searches 318
Defining 392, 393, 475, 493
Defining Dates 313
Defining Services 53
Defining Variables 421
Definition Rules 386
Page 732 of 745
Home
Definitions 471
Delete 403
Deleting 403
Deployment 488
Deployments 555
Details 312
Developer 672
Developing 646
Digital Identity Life Cycle 51
Dvf Fields 384
Dynamic 490
Dynamic Data Flow 429
E
Email 294, 310
Emailing 315
Encrypting 148
Encryption 133, 133
Entitlement Rules 515
Entitlements 55, 200, 512, 515, 516, 517, 519, 520, 553
Errors 683, 690, 691
Ess 200
Event Commands 655
Events 569, 655, 655, 657
Exporting 253, 587, 589, 594, 603, 604
Exporting Forms 180
Extracting Adapter Components 190
Extracting Ctsa Adapter 188
F
Fallback Mechanism 628
Favorites 269, 277
Feedback 288
Fields 267, 500, 509
File Systems 150
Fixed Issues 36
Flow 330
Form Definitions 180
Forms 180, 200, 556, 559, 566, 649, 660, 691
Page 733 of 745
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Fulfilling 349
Fulfillment 347
Fulfillment Applications 348, 350, 582
Fulfillment Process 549
Fulfillment Requests 582
Functional 302, 303
Functional Roles 73, 641
Functions 304, 647
G
Generating Reports 357
Getlistofworkorders 670
Getting Started 373
Global 527
Global Navigational Categories 392
Global Search 351
Group Mappings 540, 541
Groups 315, 325, 326, 330, 344, 517
Guest User 388
H
Health Check 711
Help 138
History 603
Holidays 385
Home 183
Home Page 256
Hp Ux 134
Hub 361
Hub And Spoke 361
Hyperlinks 469
I
Ibm 114
Ibm Db2 96
Identity Request Management 130, 187, 190, 194, 197, 200, 200, 339, 638, 638, 640, 640, 642, 643, 643, 645,
649, 650, 672, 673, 676, 677, 695, 695, 703, 704
Identity Request Management Architecture 47
Page 734 of 745
Home
Images 441, 471, 607

Import Export Console 594
Importing 78, 253, 587, 594, 594, 596, 598, 600, 601, 602, 603, 604
Import Options 596
Incident 492
Individual Mappings 539
Installation 59, 80, 80, 80, 83, 84, 86, 119, 121, 125, 133, 134, 134, 134, 135, 138, 138, 139, 140, 141,
142, 142, 145, 146, 172, 203, 208, 680, 683, 685, 685, 690, 691, 693
Installation Log 711
Installation Process 80, 203
Installation Worksheet 83
Installing 59, 150
Integrating 178
Integration 132, 177, 651
Integrations 646, 646, 647, 648, 649, 649, 651, 652
Interface 264
Interface Forms 648, 649, 649, 650
Internationalization 626
It Home Page 255, 256
J
Jboss 182, 194
Job Console 600
Job Console Data Management 602
K
Key Concepts 44
Knowledge Base 272
Knowledge Base Articles 272, 272, 273, 273, 273
Knowledge Base Articles User Scenario 272
L
Labels 267
Languages 627
Launch In Context 618, 618, 621, 624, 624
Launch In Context Urls 621
Ldap 651
Levels 494
Page 735 of 745
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Life Cycle 576

Locales 628
Localization 173, 626, 627, 627, 628, 629, 630, 631, 632, 632, 633, 634, 635, 635, 636, 637, 709
Log 481
Logging 711
Login 255
Logs 285, 581, 683, 683, 685, 685, 690, 690, 692, 693
Log Zipper 692
M
Maintenance Tool 148, 685, 692, 711
Manager 325
Mapping 465, 466, 500, 634
Mapping Data 429
Mappings 537, 537, 540, 541, 659
Menu 453, 454, 454, 457
Messages 683
Messaging 345
Methods 675
Metrics 481
Mid Tier 181, 184, 255, 384
Mid Tier Settings 383
Migration 680
Mixed Version Stack 140, 150, 254
Modify 403
Modifying 332, 334, 403
Modules 251
Ms Sql Server 93
Multi Tenancy Settings 383
Multi Tenancy Upgrade 212, 213, 237, 239, 245, 248, 249
My Requests 269
N
Navigating 264
Navigational Categories 389, 392, 393, 395, 630
Non Self Service Request 649
Non Self Services 341
Notification Engine 163
Notification Events 163
Page 736 of 745
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Notifications 163, 166, 168, 168, 342, 344, 344, 482, 572
Notifying 342
O
Object Properties 422
Object Relationships 604
Objects 629
Odbc 651
Offline 489
On Behalf Of 278, 386, 388
Online 490
Online Help 138, 139
Open Window Action 618, 624
Options 554
Oracle 88
Overview 260
Overview Console 260, 261
Overview Console About 260
P
Packages 512, 513
Paging 315
Parameters 402, 658, 659
Password Change 340
Password Change Request 678
Password Encrypt 711
Passwords 148, 643
Patch 002 20
Patch 1 28
Patch 2 20
Patch Field 594
Pds 445
Pdt 428, 492
Pdts 251, 411, 412, 413, 415, 417, 419, 421, 422, 423, 423, 424, 424, 429, 445, 446, 587, 589, 594, 632
Pdt Search 416
People 200, 516, 566
People Qualification 516
People Vendor Form 200
Permission 67
Page 737 of 745
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Permission Groups 67
Permissions 52, 69, 72, 161, 302, 303
Phases 537
Planning 59, 328
Pluginregistry 175
Plug Ins 681
Post Installation Tasks 137, 150, 152, 173
Pre Configuring 86
Predefined Reports 355
Preferences 153, 153, 154, 155, 288, 605, 606
Prefetch 184, 184, 185
Prerequisites 119
Private Queue 175, 175
Procedure 692
Process Definition Template 421
Process Definition Template Form 418
Process Definition Templates 411, 412, 413, 415, 419, 422, 423, 423, 424, 429, 445
Processes 707
Product Ordering 251, 279, 503, 503, 507
Profile 338
Profiles 564
Promoting 607
Publishchildren 12, 16
Q
Qualifications 518
Queries 624
Questions 285, 447, 448, 449, 450, 451, 452, 453, 453, 454, 454, 457, 458, 460, 462, 463, 466, 466, 543, 633,
634
Quick Launch 428, 443, 446
Quick Links 269, 610
Quick Start 412, 433
R
Radio Buttons 451
Range 453
Reactivating Encryption Security 133
Reassigning 327
Rebranding 611, 613, 614
Page 738 of 745
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Recent Records 264

Recommendation 384, 400, 401, 403, 411, 629
Recommendations 69
Reference 69, 163, 256, 261, 263, 264, 267, 711, 727
Registering 501, 652, 660, 681
Registering Applications 410
Relating 311
Release Notes 727
Reminders 323, 324, 324
Remote Servers 177
Reopening Requests 286
Reporting 355
Reports 131, 355, 355, 357
Reqest Entry Console 618
Request 287, 320, 465, 471, 482, 491, 493, 531, 605, 606, 624, 625
Request Details 300
Request Entry Console 55, 182, 255, 268, 269, 272, 281, 282, 288, 288, 604, 624, 624
Request Id Link 171
Request Manager 325
Request Modify Service 667
Request Notifications 343
Request Preferences 606
Request Querylist Service 668
Request Query Service 668
Requests 268, 269, 274, 277, 278, 282, 284, 286, 291, 300, 342, 347, 349, 351, 511, 642, 649, 707
Requests Status 300
Request States 348
Request Submit Service 664
Resetting Date 490
Resources 728
Response 676
Restrictions 448
Reviewing 293
Roles 52, 55, 67, 72, 302, 302, 303, 343, 344, 638, 641
Rpc 125
Rpc Socket Number 125
Rss 363
Rss Feeds 361, 371
Rules 544, 570
S
Page 739 of 745
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Sample 78
Sample Code 678
Sample Data 74, 133, 208
Sample Data Srds 78
Sap 131
Schema 179
Search 282, 319, 329, 358, 358, 360, 625
Search Criteria 480
Searching 282, 319, 351, 358, 360, 361, 480, 480
Search Type 565
Security 132, 133, 133
Selecting Requests 277
Self Service Requests 649
Server 361
Server Host Name References 178
Server Queue 175
Service 153, 274, 320, 465, 471, 472, 475, 477, 478, 482, 493, 511, 531, 573, 575, 624
Service Catalog Manager Console 415
Service Configuration 639
Service Context 156, 157, 158, 161, 162, 306, 321
Service Marketing 607
Service Pack 1 17
Service Request 45, 48
Service Request Coordinator Console 154, 290, 292, 293
Service Request Definition 48, 53, 398, 432, 503
Service Request Definition Life Cycle 434
Service Request Designer 546, 547, 547, 549, 552, 553, 554, 555
Service Request Details 292
Service Request Fields 447
Service Request Life Cycle 48
Service Request Management 12, 45, 52, 206, 346
Service Requests 667
Service Request Status 50
Services 396, 607, 651
Service Targets 573
Setup Tasks 52
Shortcuts 183
Silent 685
Silent Install 148
Silent Installation 142, 148
Silent Mode 141, 142, 145, 146
Siltent 685
Skins 611, 613, 614
Page 740 of 745
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Slides 269, 607

Social Collaboration 304, 361, 363, 371, 372
Socket 125
Sorting Navigational Categories 395
Srd 48
Srds 74, 78, 294, 396, 398, 424, 432, 433, 435, 437, 441, 443, 445, 448, 449, 450, 451, 453, 454, 454, 457,
458, 460, 462, 466, 469, 472, 474, 474, 475, 475, 477, 479, 479, 480, 480, 481, 481, 483, 485, 486, 488, 489,
490, 490, 490, 491, 492, 494, 502, 503, 520, 521, 522, 543, 546, 547, 547, 549, 552, 553, 554, 555, 587, 589,
594, 632, 634, 635, 636, 710
Srm 12, 36, 44, 45, 55, 67, 69, 72, 73, 80, 80, 87, 96, 114, 134, 134, 135, 138, 139, 141, 142, 142
, 146, 150, 203, 206, 208, 302, 325, 346, 518, 600
Srm 80 140
Srm81 New Features 16
Srm Administering 373
Srm Calbro 57
Srm Components 46
Srm Configuration 373
Srm Consoles 378
Srm Description 45
Srm Getting Started 373
Srm Key Concepts 44
Srm Planning 59
Srm Process 52
Srm Setup 52, 52, 52, 53
Staging Forms 598
Standard Configuration 373, 381
Standard Configuration Data 382
Standard Pdts 418, 445
Standard Process Definition Templates 418
Standard Srds 437, 441
Statistics 625
Status 576
Status Transition 576
Status Values 262
Submitted Requests 282
Submitter Mode 173
Submitting Requests 273, 274
Subscribing 371
Support 646
Supported 727
Supporting Data 589
Survey 287, 543, 544
Surveys 542, 543, 636
Page 741 of 745
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Sybase 108
Synchronizing Data 180
Synchronizing People Data 180
System Srds 435
T
Tags 493
Target 662
Targets 475, 477, 478, 573, 575
Task 132, 132, 255, 262, 264
Task Group 336
Tasks 325, 325, 325, 326, 326, 327, 328, 328, 329, 329, 330, 330, 331, 332, 333, 333, 334, 335, 337, 338
Task Template 336
Templates 313, 402, 403, 404, 406, 407, 495, 499, 600
Tenancy Mode 183
Testing 491
Third Party Applications 662
Time 458
Time Zone 181
Tomcat 184
Tracking 333
Transitions 524
Triggers 469
Troubleshooting 148, 680, 680, 680, 681, 683, 683, 685, 690, 691, 692, 693, 695, 695, 703, 704, 706, 706, 707,
709, 710
Truncated Data 320
Twitter 361, 363, 372
U
Udm 600, 601
Ui 264, 267
Ui Standards 267
Uninstallation Log 711
Uninstalling 150
Unix 121, 139
Unknown Users 388
Unlocking 340
Updating 178, 315, 338
Upgrade 203, 206, 250, 251, 680, 690, 691
Page 742 of 745
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Upgrading 140, 150, 208, 212, 213, 237, 239, 245, 248, 249, 251, 252, 254, 690, 691
Url Context 618
Urls 618, 621, 624
User 302, 303
User Information 342
User Interfaces 256, 267
User Preference Records 181
User Roles 55
Users 52, 55, 342, 519
User Suggestions 293
Using 255, 255, 256, 256, 260, 261, 262, 263, 264, 267, 268, 269, 272, 272, 273, 273, 273, 274, 277, 277, 278,
279, 281, 282, 284, 285, 285, 285, 286, 287, 288, 290, 291, 291, 292, 293, 293, 293, 294, 297, 298, 299, 300,
300, 301, 301, 302, 302, 303, 304, 304, 306, 308, 310, 310, 311, 312, 313, 313, 314, 315, 315, 318, 318, 319,
320, 320, 321, 323, 324, 324, 325, 325, 325, 326, 326, 327, 328, 328, 329, 329, 330, 330, 331, 332, 333, 333,
334, 335, 336, 337, 338, 338, 338, 339, 339, 339, 340, 340, 341, 342, 342, 342, 343, 344, 344, 345, 345, 346,
347, 347, 348, 349, 350, 350, 351, 355, 355, 357, 358, 358, 360, 361, 361, 363, 363, 364, 368, 370, 371, 372
V
Validating 519
Variables 414, 421, 447, 463, 466
Vendor 651
Version Field 594
Versions 727
Viewing 282, 346
Viewing Processes 424
Viewing Request Details 350
Viewing Requests 291
Views 182, 479, 559, 651
Visual Process Editor 417, 419, 424
W
Web 651
Web Path 152
Web Services 132, 647, 652, 664, 669, 669, 670
Websphere 194
Windows 119, 121, 138, 183
Windows Shortcuts 183
Work Assignments 406, 566, 567
Work Information 474, 474
Page 743 of 745
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Work Order 325, 336, 344, 344

Work Order Console 304, 304
Workorder Getlist Workinfo 669
Work Order Management 301, 556, 573, 669
Work Order Manager 302
Work Orders 155, 182, 302, 302, 303, 306, 308, 310, 310, 311, 312, 313, 313, 314, 315, 318, 318, 319, 320, 320,
323, 324, 325, 325, 329, 332, 333, 335, 338, 407, 499, 556, 556, 559, 570, 572, 573, 575, 576
Work Order Templates 403, 404, 406
X
Xml 651
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Copyright 1991 - 2014 BMC Software, Inc.

Copyright 1991 - 2014 BladeLogic, 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.
BladeLogic and the BladeLogic logo are the exclusive properties of BladeLogic, Inc. The BladeLogic trademark is registered with the U.S. Patent and
Trademark Office, and may be registered or pending registration in other countries. All other BladeLogic 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.
AIX, DB2, and IBM are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or
both.
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.
Linux is the registered trademark of Linus Torvalds.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.
SAP is the trademark or registered trademark of SAP AG in Germany and in several other countries.
UNIX is the registered trademark of The Open Group in the US and other countries.
The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use
of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and
restricted rights notices included in the product documentation.
Restricted rights legend
U.S. Government Restricted Rights to Computer Software. UNPUBLISHEDRIGHTS 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.
BMC Software Inc.
2101 CityWest Blvd, Houston TX 77042-2827, USA
713 918 8800
Customer Support: 800 537 1813 or contact your local support center
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Management 8.1.00 __________________________________________________________________ 16

What is BMC Service Request Management? ________________________________________ 45

5.1.2 About Service requests ________________________________________________________ 48