Service Request Management

1. Service Request Management How to Create

2. SRM – How to Create Login to system using your windows credentials

3. SRM Main Menu Navigate to ‘Application Administration Console’ and open the ‘Service Request Management’ under “Custom Configuration” tab Select ‘Navigational Categories’ and click Open Catalog Management: is to create a tree of provided services that the end users will use

4. Step 1 – Create New Category 1/2 Select ‘Categories’ and click on ‘Add’ to add a new category

5. Step 1 – Create New Category 2/2 Write the category name and description then click on ‘Apply’

6. Step 2 – Creating Template 1/6 Navigate to ‘Incident Management’, select ‘Template’ and then click on Open

7. SRM – Creating Template 2/6 Select the ‘Support Group’ that will manage this template, then click on ‘Create’

8. SRM – Creating Template 3/6 Fill all required field for the template, you will use ‘Classification’, ‘Assignment’, “Assignment”, and ‘Authored for Group’ tabs. In “Classification” tab, you will define the common fields that will be applied to the incident

9. SRM – Creating Template 4/6 In “Categorization” tab, you will define the operational tiers that will be applied to the incident

10. SRM – Creating Template 5/6 In “Assignment” tab, you will define the support group and vendor group that the incident will be assigned to.

11. SRM – Creating Template 6/6 In “Authorized” tab, you will define the support group that is authorized to manipulate this template

12. Step 3 – Create AOT Navigate to ‘Service Request Management’, select ‘Define Application Object Template’ then click Open

13. Step 3 – Create New AOT 1/2 • Fill all required field as below: • Type: TEMPLATE • App Registry Name: BMC Remedy Incident Management • Status: Active • Template Name: select the template that you have created now. • Click on ‘Save’ • Click on ‘Add Target Data’

14. Step 3 – AOT – Add Target Data 2/2 Select the Fields that you want the SRM to fill and add them to the list of Target Data

15. Step 4 – Create Service Catalog From left “Application” menu, navigate to “Service Request Management”, then select “Service Catalog Manager Console”

16. Step 4 – Service Catalog Process 1/4 Select “Process” under Console Focus menu, then click Create

17. Step 4 – Service Catalog Process 2/4 2 3 1 Click on ‘AOT’ Drag and Drop it here After drop it, click on the AOT icon and modify the parameters on the right menu 1: Select the AOT name you have created now and click Apply

18. Step 4 – Service Catalog Process 3/4 2: Create the variables that you want the end user to fill and you want to map it to incident. In common, the variables are the same as the target variables in AOT.

19. Step 4 – Service Catalog Process 4/4 3: Map the variables you created with the associate target variables.

20. Step 5 – Service Catalog Definition Click on ‘Request Definition’ then click Create

21. Step 5 – Service Catalog Definition After Filling all required fields, Select the process template, and then click on ‘Questions & Mappings’. The Status should be ‘Draft’ before saving.

22. Step 5 – Service Catalog Questions On Questions tab, Click on ‘Add Question’, then write the question title and data type then click on ‘Apply’. Note that number of questions should match number of variables created in the process.

23. Step 5 – Service Catalog Mapping On Variable Mapping tab, select the variable and link it with the proper question from the mapping details pan, then click on ‘Apply’

24. Step 5 – Service Catalog Definition After mapping the questions, go to “Approvals” tab and remove the approval required, then change the status to Online, then click Save.

25. Step 6 – Service Request View