BMC SRM UsersGuide.7.6.04
BMC SRM UsersGuide.7.6.04
04
Users Guide
January 2011
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If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].
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You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
Support website
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Contents
Preface 7
BMC Service Request Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Chapter 1 Using the Request Entry console 9 10 11 11 12 13 14 16 16 17 18 18 19 20 21 21 22 23 24 24 25 26 27 27 29 30 30 31 31 32 32
5
About the Request Entry console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Popular Services view of the Request Entry console . . . . . . . . . . . . . . . . . . . . . . . . User scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Submitting a service request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the cart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Searching for knowledge base articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Request Entry console to manage service requests . . . . . . . . . . . . . . . . Viewing your service requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing current approvers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding an entry to the activity log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reopening service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating requests on behalf of other users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Filling out the service survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Making suggestions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Request Entry console preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the application for accessibility users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 Using the Business Manager Console
About the Business Manager Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing status overview information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service requests status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing request details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding work information to a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Business Manager Console preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Using the Service Request Coordinator Console
About the Service Request Coordinator Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Search criteriaManaging service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Company and Console View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Service Request Coordinator Console preferences . . . . . . . . . . . . . . . . . . . Reviewing suggestions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing details in a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Adding work information to a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Reviewing the approval cycle of a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Accessing user information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Troubleshooting processes related to the service request . . . . . . . . . . . . . . . . . . . . . . . 36 Other troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Chapter 4 Fulfilling service requests 43
Relationships of service request states to fulfillment application states . . . . . . . . . . . 44 Creating service requests from fulfillment applications. . . . . . . . . . . . . . . . . . . . . . . . . 45 Completing service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Viewing activity log entries in the service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 About viewing details of service requests in fulfillment applications . . . . . . . . . . . . . 48 Chapter 5 Communication with users 49
Sending and receiving notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Service request notifications by roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Work order notifications by groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Work order notifications by roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Broadcasting messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Setting broadcast default preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Chapter 6 Using reports 55
Users Guide
Preface
This guide describes how to use BMC Service Request Management 7.6.04. This 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 provides a consistent user interface where users can request a service or report an incident. Users or service desk staff can select services that IT or other departments support from a service catalog that the business service manager sets up. BMC Service Request Management works with other applications, such as BMC Remedy Incident Management and BMC Remedy Change Management, to resolve user requests. BMC Service Request Management manages the entire process, from submission to completion. This guide is for: Users, who select services from the service catalog and initiate service requests. Business service managers, who approve requests and run reports. Service request coordinators, who plan, coordinate, and track service requests. Fulfillment providers, who complete their tasks in the fulfillment application and update their task status in their specific applications. Administrators, who communicate with users by sending notifications and broadcasting messages.
Preface
NOTE
To access the Customer Support website, you must have a support contract. You can access application help by clicking Help links within the application.
Title BMC Service Request Management Release Notes BMC Service Request Management Installation Guide BMC Service Request Management Administration Guide Document provides Audience
Information about new features and known issues. Everyone Procedures for installing the application. Administrators
Procedures for administrating and configuring the Administrators application. Replaces the separate administrators and configuration guides that were provided for previous releases of the application. Assistance in troubleshooting some of the common Administrators issues that may occur while installing and implementing BMC Service Request Management 7.6.00. Procedures for configuring BMC Remedy Action Request System. Administrators
BMC Service Request Management 7.6.00 Troubleshooting Recommendations white paper BMC Remedy Action Request System Configuration Guide BMC Remedy Action Request System BMC Remedy Mid Tier Guide BMC Remedy IT Service Management Configuration Guide BMC Remedy Knowledge Management Users Guide
Information about configuring the mid tier, setting Administrators up applications for the mid tier, and using applications in browsers. Information about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data. Procedures for using BMC Remedy Knowledge Management. Administrators
Users
Users Guide
Chapter
In addition, the Request Entry console shows the most popular service requests to reduce the time that you spend browsing the service catalog. The Request Entry console uses a cart, similar to many e-commerce websites, so that you can add multiple service requests to the cart and submit them in a single operation. If your company uses the BMC Cloud Lifecycle Management solution, a My Cloud Services Console link on the left navigation pane allows you to launch the cloud life cycle management 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.
User scenario
Suppose that you must print presentation materials to distribute in an important meeting to be held in two hours, and the printer stops working. If the optional BMC Remedy Knowledge Management application is available, you open the Request Entry console and search for articles in the knowledge base. If you find a solution to your printer problem, you do not need to open a service request. If you do not have the BMC Remedy Knowledge Management application installed or you do not find a solution in the knowledge base, you use the Request Entry console to search for a service. In the service catalog under the Hardware category, you find the service you need. For this service, IT has a service target to fix a printer in one hour, charged at a cost of $100 to your department. You select the service, enter the required information, and submit the request. Because your application administrator configured the application so that you receive an email notification when the request is assigned, you are alerted when a service desk technician is assigned to work on your request. Again in the Request Entry console, you view your submitted request 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 to that effect, and you resume printing your materials. You receive an email notification asking you to fill out a survey, indicating how you rate the response to your request.
Chapter 1 Using the Request Entry console 11
NOTE
If BMC Remedy Knowledge Management is available, you can search for a knowledge base article that might help you resolve your problem. For more information, see Searching for knowledge base articles on page 14.
Entry console. Click the Next and Previous buttons (if shown) to view all the available requests. Review the popular services shown to see if the service you want is listed on the initial page. Click Next to see more services. For each service that appears you can also click: Add to Favorites or Remove FavoriteTo add or remove the service from your favorites list. Your favorites appear first in the Popular Services view of the Service Request Console. Add to CartTo add the request to a cart, to submit multiple requests at once. See Using the cart on page 13. DetailsTo see more information about a request before requesting it. Enter a search term, and click the magnifying glass. For example, if your printer ran out of toner, enter toner cartridge, color printer, or printer. Your Service Catalog Manager might have added keywords to simplify your searches. Click an icon for a category near the top of the form, or click the Browse Catalog link on the left navigation pane, and then select a category. If a category has a Browse Subcategories link, you can click it to see the subcategories instead of all the services in the category.
2 Click the icon or the name of a request to request it.
NOTE
If you clicked the Details link for the request, click Request Now or Add to Cart from the Service Review page.
3 Provide the following information for the service request as needed:
Edit the requester details (for example, your phone number and email address). Enter the date when you need the service finished. Include an attachment, such as an illustration of an office layout or a spreadsheet containing part numbers of items that you need.
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Answer any questions that have been provided. 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
NOTE
Attachments to Work Info entries in a service request are not transferred with information sent to another application, such as an incident, a change request, or a work order. You can access the attachments only from the service request. Similarly, attachments added in other applications (except public work info attachments) are not transferred to BMC Service Request Management.
4 Click Submit, or click Add to Cart. See Using the cart on page 13.
NOTE
If you are not sure you have all the needed information, click Save as Draft. The request appears in the list of service requests in Draft mode.
NOTE
You can open only one cart a time. Also, the cart is not available to guest users.
The Cart Review window shows information for each item in your cart.
3 To change the name of the cart to a more meaningful description (for example, Allens cart), click Update Name.
The cart name defaults to the cart request ID. You can modify the cart name, but you cannot modify the cart request ID. The Ready column in the Cart Review table shows any requests that require attention. You must update requests that need attention before you can submit the cart.
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4 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.
5 Continue adding or removing services.
The cart is ready to submit when you see the green checkmark in the Your cart is ready area of the window.
6 To create the service request, click Submit Cart.
The system creates a new cart request ID (for example, CR0000000000003). The new cart submission appears as a single request in the Request Entry console. You can view it to see the status of your request.
magnifying glass.
4 In the BMC Remedy Knowledge Management window, review the search results.
You can refine your search criteria in the Advanced Search pane, and run the search again.
5 In the Search results list, click the Title of any article to view it.
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6 If you find an article that you can follow to fix your problem, click the Use button. 7 If you do not find an article that you can follow to fix your problem, perform the
following procedure.
magnifying glass.
4 In the BMC Remedy Knowledge Management window, review the search results.
You can refine your search criteria in the Advanced Search pane, and run the search again.
5 In the Search results list, click the Title of any article to view it.
The articles you view will be attached to the request you will be submitting. The list of articles you view enables the service desk to see which relevant knowledge entries were viewed before you submitted the request.
6 After viewing the articles, click one of the following buttons:
Report an IssueEnables you to submit an incident with list of articles you view so the service desk can see which relevant knowledge entries were viewed before you submitted the request. The SRM RKM Integration dialog box appears, with articles you selected shown in the Knowledge Base Relationship table. In the Issue Information area, enter the information needed to create the request, and click Submit Request. Search for ServicesShows service requests that match the search criteria you specified.
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Submitted Requests area: Needs Attention Drafts Since Last Visit Open Requests
2 Select a service request.
The table and status bar summarize details about the service request (for example, the service coordinator, if the request has been approved, its expected finish date, and so on).
3 Click Request Details.
The form appears in Details mode. You can view information about the service request (for example, its request ID, its status, submit and required dates, and so on).
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4 (optional) To view the processes behind the service request, click the Process View
tab.
NOTE
To see the Process View tab, the End User Process View option must be selected for the SRD, or you must have SRM Administrator, Request Catalog Manager, or Service Request User permission. See the BMC Service Request Management Administration Guide.
5 To view properties for the service request, such as the process step and the
fulfillment details, click one of the objects in the process detail window. If you have the proper permission, and the backend request was submitted successfully, the requests ID appears as a link that opens the backend request. For information about troubleshooting the service request, see the BMC Service Request Management Administration Guide.
Submitted Requests area: Needs Attention Drafts Since Last Visit Open Requests
2 Select a service request that has a status of Waiting Approval. 3 Under the Current Approvers heading, click the More Info link.
The Approvals tab on the Request Details form appears and lists the current approvers.
4 Use the Show list to filter the approvers you see.
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link.
2 Select a service request from the list. 3 Enter text in the Notes field. 4 To add an attachment, perform the following steps: a Click the folder next to the Attachment field. b From the Add Attachment dialog box, browse for an attachment. c Click OK.
You can add only one attachment for each activity record, but the service request can include multiple activity records. To clear an attachment that you just added, click the Remove File icon (
5 Click Add.
).
NOTE
When you reopen a service 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. For more information, see the BMC Service Request Management Administration Guide.
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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 click Yes. 4 On the Request Work Info form, add summary information, notes, and
attachments as needed.
5 Click Save.
If you are re-opening a rejected service request, its status changes to Draft. If you are re-opening a completed service request, its status changes to Planning.
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 re-opened request, and click
Complete Request.
8 On the Provide Information screen, enter the required information, and click
If you have proper permissions, the Request Entry console contains a link where you can create requests on behalf of other users.
2 From the left navigation pane, click Request On Behalf Of.
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3 From the On Behalf of Selection form, enter search criteria, and click Search. 4 From the list of available users, choose a name, and click Select. 5 Create a service request.
When you act on behalf of another user, your view of the Request Entry console is as if that user is logged in to the system. You see their open requests, their most popular services, and so on.
6 When you finish, click On Behalf Of Self.
The Welcome message in the Request Entry console returns to its default mode.
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 left navigation pane of the Request Entry console, click Answer Surveys. 2 Select a survey, and click Respond. 3 Enter your responses to the questions. 4 Perform one of the following actions:
Click Close the Service Request to save your answers to the survey and complete the service request. If you are not satisfied with the actions performed on the service request, click Reopen the Service Request. (For more information, see Reopening service requests on page 18.)
NOTE
You cannot reopen a service request after it reaches the Closed status. Service requests with a status of Completed are automatically closed after 15 days. Click Submit. Work info is added to the service request.
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Making suggestions
Making suggestions
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 left navigation pane of the Request Entry console, click Suggestions. 2 From the Suggestions form, select a category for your suggestion (for example,
NOTE
If you are suggesting a new service, enter a suggested title and description.
4 Click Save. 5 To view your suggestion, click the Previously Submitted Suggestions tab.
NOTE
Guest users cannot set Request Entry console preferences.
YesA confirmation dialog box will appear when you submit a request. NoA confirmation dialog box will not appear when you submit a request.
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3 From the Initial Console View field in the General Console Information area, select
whether you want the Popular Services, Service Categories, or Submitted Requests view to appear when the Request Entry console opens. The default setting is Popular Services. When you click the Home button in the Request Entry console, you return to the view that you specify here. If there is no setting, the Home link returns you to the Popular Services view.
4 Modify the default search criteria for My Requests when the Request Entry console
appears:
a From the Show field, select whether service requests with a particular status
should appear. For example, you might want to view 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 you last logged in. 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 In the Broadcast Auto Popup field, specify one of the following defaults:
NeverYou never see the broadcast warnings. On Console OpenYou see the broadcast warnings when the console opens. On New BroadcastYou see the broadcast warnings only when there is a new broadcast.
6 Click Save.
You must close and reopen the Request Entry console for the changes to appear.
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Chapter
NOTE
To access the Business Manager Console, you must have the Business Manager permission. For information about permissions, see the BMC Service Request Management Administration Guide. The following topics are provided: About the Business Manager Console (page 24) Viewing request details (page 26) Adding work information to a service request (page 27) Setting Business Manager Console preferences (page 27)
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diagram. The console includes the following flashboards: Open RequestsShows all open service requests. Late Requests By CategoryShows all late service requests by their Category 1 level.
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These flashboards provide key metrics associated with service requests occurring in the organization. The Business Manager Console uses BMC Remedy Flashboards to provide business managers with important data points and key metrics in a graphic and numeric format. They help monitor service requests so you can make sure your organization is meeting its identified goals. The flashboards provide you with a mechanism for organizational improvement.
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 table are also be applied to the charts.
NOTE
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 qualification returns no rows.
3 Place your mouse pointer over the barchart in a flashboard.
For example, if you placed your mouse pointer over one of the bars in the barchart, a tooltip appears. These tooltips show information about the graph (for example, the number of service requests that are in the Planning state).
4 Click the graph to view the requests.
The Service Request form opens in Modify mode, showing the records in the Planning state. You can scroll through these records and modify them as needed.
CompletedThe service request is updated to completed when it is closed in the fulfillment application. Users can update a completed service request, which creates a work order. RejectedThe approver rejects the service request (for example, a manager decides that it is more cost-effective to buy a new computer than to replace the hard drive). CancelledThe service request is cancelled (for example, because the user remembers the password). ClosedThe service request is closed when a requester completes the survey (if surveys are enabled), or automatically closed after 15 days.
The Service Request Summary summarizes details about the service request (for example, the service coordinator, the submit date, any price associated with the service request, and so on).
3 Click Request Details.
You can view information about the service request (for example, its request ID, its status, submit and required dates, and so on).
4 Click the Activity Log tab. a Add notes and an attachment (as needed) to the log. b Click Save. 5 Click Process View to view the processes behind the service request.
NOTE
Depending on your permissions and the definition of the service, you might not see Process tab or the Visual Process Editor. For more information, see the BMC Service Request Management Administration Guide.
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To Request.
2 From the Request Work Info form, add work information as needed (for example,
notes or an attachment).
3 Click Save.
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 qualification returns no rows.
5 Click Save.
You must close and open the Business Manager Console for the changes to appear.
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Chapter 3
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Myself Other Person Select My Groups > Select Groups All My Groups > Show All
After you perform your search, the results appear in the search results table. When you select a service request, an abbreviated list of details appears in the Service Request Summary. When using a browser to access the application, if there are more records than the system can show in the table, use the arrow keys at the top of the table. If you are using BMC Remedy User, place the pointer in the table, right-click, and choose Next or Prev to see the next or previous grouping of records.
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.
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Reviewing suggestions
You should regularly review the qualitative feedback from application users (for example, adding a service to the System Favorites).
To review suggestions
1 Open the Service Request Coordinator Console. 2 Choose Functions > Suggestions. 3 Search the Suggestions form for items from your users.
NOTE
Service 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 service request on which they are based, they have a life cycle of their own.
You can track a service requests progress by reviewing work performed on it by fulfillment application staff, customers, and users. To filter the work information shown, choose one of the following options from the Show list: AllShows all work information. Customer CommunicationShows only work information from the customer (requester). General InformationShows general information about the request.
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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 should contact the fulfillment providers for more information, especially if you need to reset expectations with the user.
5 Click Request Details.
The Request Details dialog box displays read-only information about the service request (for example, its request ID, its status, submit and required dates, and so on).
6 Click the Activity Log tab, and add notes and an attachment (as needed) to the log. 7 Click the Process View button to view the processes behind the service request. Figure 3-1: Request Details formProcess View
NOTE
If the Event Error button is enabled, it indicates a problem with the service request that must be fixed. See Troubleshooting processes related to the service request on page 36.
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request.
2 Click the Add Info To Request button. 3 In the Request Work Info dialog box, select the work information type (for
Notes fields.
6 From the Locked list, select Yes or No to lock the log. 7 Select the view access:
InternalIf you want only users in your organization to see the entry. ExternalIf you want everyone with access to the system to see the entry.
8 To add attachments to the entry, click Add. 9 Click Save.
The Save operation adds your entry to the service requests work history.
10 To see a report of the activities you performed against this service request, click
Report.
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Any approval to which the Service Request Coordinator is assigned appears in the list of approval requests.
4 Select the approval request, and click Approve. 5 Close Approval Central. 6 Return to the Service Request Coordinator Console, and click the Refresh button.
The service request is set to Planning and removed from the list of requests that require your attention.
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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, there is an error in your service request that you must troubleshoot.
3 From the The Process form, click Event Error to troubleshoot the service request. Figure 3-2: Process form
4 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. 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.
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5 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.
Figure 3-3: Event History form
Typically, you see problems with fulfillment applications if your AOTs, PDTs, or SRDs were not defined properly. 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 properly 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. Otherwise, if users ignore the question (because they thought it was optional) and submit the request, the fulfillment application generates an error.
7 Click Retry to re-start the application instance command. 8 Close the Event History dialog box.
When you have fixed the error with the fulfillment application, the application generates a request ID and automatically moves the application request into the In Progress state.
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The Request Details dialog box shows the fulfillment ID of the fulfillment application.
10 Close the Request Details dialog box.
The fulfillment application ID is properly generated, and the service request is ready to work on.
11 After the problem is fixed, make sure that the person working on the service
request fulfills it in a timely manner. If necessary, you might also need to track that the request is approved by the appropriate person.
12 Track the service request until its status reaches the Completed state.
value.
2 Enter a valid parameter value in the Param Value field. 3 Click the Commit button, and click Retry.
box. 5 Refresh the service request. The Error code is no longer in the Event Status field.
6 Open the View Process dialog box.
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If this error appears Cannot create entry (ARCreateEntry)Operational categorization information is invalid for the specified company.
Do this The fulfillment application cannot create an entry if the categorization is incorrect.
1 Scroll through the Event Parameters list to find the incorrect categorization
values from the service request. For example, the user entered TEL as the category.
2 Remove the invalid parameter value in the Param Value field. 3 Click the Commit button, and click Retry.
box. 5 Refresh the service request. The Error code no longer appears in the Event Status field.
6 Open the View Process dialog box.
You see the request that was created. Cannot create entry (ARCreateEntry)No application group could be found. Manually 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. The fulfillment application cannot create an entry because the assignment manager rules are not properly configured for the fulfillment application.
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 properly 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 assignment, see the BMC Service Request Management Administration Guide.
Cannot create entry (ARCreateEntry)You cannot submit or modify the incident status from incidentState> to New.
The application cannot create the incident because the incident template is not correctly configured.
1 Open the incident template. 2 Make sure that the template is assigned to the correct support company,
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 Troubleshooting processes related to the service request on page 36. 5 When you view the event in the Event History, click Retry. When you return to the Request Details and view the Process View, you can see that the incident request was successfully created.
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If this error appears ARCreateEntry - Value does not fall within the limits specified for the field (Maximum length fieldLength) : paramName
Note: Field length in the service
Do this The fulfillment application cannot create an entry because the data pushed from a field in the service request is too long. The error in the CAI occurs because the field length in the service request field (for example, 120 characters) exceeds the field length of the fulfillment application (for example, 100 characters).
request is too longfixing the Follow these steps to correct the underlying configuration problem in the application: configuration to stop the underlying problem. 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. You no longer see this problem when a service request creates the entry. However, you will still see a TRUNCATE WARNING message in the Work Info History.
ARCreateEntry - Value does not The fulfillment application cannot create an entry because the data pushed fall within the limits specified for from a field in the service request is too long. the field (Maximum length Follow these steps to correct the problem with the service request: fieldLength) : paramName 1 Scroll through the Event Parameters list to find the Param Name field with the incorrect value. Note: Field length in the service request is too longfixing the 2 Reduce the number of characters in the Param Value field to less than or record equal to the maximum length, for example, 98 characters. 3 Click the Commit button, and click Retry. The correct parameter is processed.
4 Close the Event History dialog box and the Application Instances dialog
box.
5 Refresh the service request.
A general information TRUNCATE WARNING message appears in the Work Info History. This warning appears because the field length value in the service request is not within the limits specified for the field and was truncated in the fulfillment application. The entry was successfully created, however, some data was not pushed to the fulfillment application.
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Do this
You can ignore this error message. The service request is not affected. You When submitting a service request with an attachment, you can still complete the fulfillment application requests and the service request. might see the following error with the SRM_OUT_UPDATE_APP_REQUE ST_WORKLOG event command (with incidents, change requests, and work orders): Unable to get the Request ID from application:application Interface. The entry you requested does not exist. For example, with BMC Remedy Change Management, the following error appears: Unable to get the Request ID from CHG:Change Interface. The entry you requested does not exist.
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Chapter
Fulfillment providers work with a fulfillment application doing their typical job (for example, using BMC Remedy Change Management to work on change requests). They complete their tasks in the fulfillment application and update their task status in their specific applications. The states in the fulfillment applications are rolled up into the request status that is visible to users.
NOTE
Fulfillment providers must have appropriate permissions to the applications they are assigned. For example, a fulfillment provider working with change requests must have Change User and Asset Viewer permissions. The following topics are provided: Relationships of service request states to fulfillment application states (page 44) Creating service requests from fulfillment applications (page 45) Completing service requests (page 47) Viewing activity log entries in the service request (page 48) About viewing details of service requests in fulfillment applications (page 48)
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NOTE
The application ships with three system SRDs to support the reverse creation of service requests from fulfillment applications. Each SRD comes with its corresponding system PDT and AOT. For information about SRDs shipped with the application, see the BMC Service Request Management Administration Guide. The following table compares the relationship of work order states to service request states:
Work order state N/A N/A N/A Assigned Pending Waiting Approval Planning In Progress Completed Rejected Cancelled Closed Service request state Draft Waiting Approval Rejected Planning Pending Pending In Progress In Progress Completed Cancelled Cancelled Completed Successful By Provider By Provider Successful Need More Information Status reason
The following table compares the relationship of change states to service request states:
Change request state Draft Request for Change Planning in Progress Scheduled For Review Scheduled For Approval Scheduled Service request state Planning Planning Planning Planning Planning Planning Status reason
45
Change request state Implementation In Progress Pending Rejected Completed Closed Cancelled
Status reason
The following table compares the relationship of incidents to service request states:
Incident state New Assigned Pending In Progress Resolved Closed Cancelled Service request state N/A Planning Pending In Progress Planning Completed Completed Cancelled Successful Successful By Provider Need More Information Status reason
For example, to open Work Order Rules, choose Custom Configuration > Service Request Management > Work Order > Rules. The following example uses Work Order Management. The procedure is similar for BMC Remedy Incident Management and BMC Remedy Change Management. For more information about Work Order Management rules, see the BMC Service Request Management Administration Guide. For more information about Change Management and Incident Management rules, see the BMC Remedy IT Service Management Configuration Guide.
2 In the Create Service Request on Submit field, select Yes.
When this field is set to Yes, when a user submits a work order, a corresponding service request is created. The user can view this request using the Request Entry console.
3 Open the Work Order Console and create a work order.
Because the work order rules were configured to allow the creation of a service request when you submit a work order, a special advanced function appears in the Work Order form. The same advanced function is in the Change form and the Incident form.
4 Submit the work order. 46 Users Guide
The following message appears: A service request will be generated for each change you submit.
NOTE
You must choose this advanced function to create the service request when you submit the work order. If you choose Advanced > Suppress Request Creation, the following message appears: Service request will not be created for each new change you submit.
6 Save the work order. 7 Perform a search for the work order you just submitted. 8 Click the View Service Request link on the work order. 9 Enter work information about the service request in the Request Details dialog
box.
10 View Service Request link on the work 11 Open the Request Entry console to view your submitted requests.
The service request appears in the list of submitted requests with a status of Planning.
12 Move the work order to completion.
As you move the work order from one state to the next, the service request also moves from state to state.
Management Console.
2 Perform a search for requests 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
47
When the fulfillment request is successfully fulfilled, the status of the service request is automatically set to Completed (successful) in the Request Entry console.
When the fulfillment request is successfully fulfilled, the status of the service request is automatically set to Completed (successful) in the Request Entry console.
Chapter
This section describes of communicating with users by sending notifications and broadcasting messages. The following topics are provided: Sending and receiving notifications (page 50) Broadcasting messages (page 52)
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NOTE
By default, users triggering 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 they performed the action and bypasses the notification. Some notifications are not triggered by status transitions, but by separate actions. For example: Signature notificationsApprovers receive a notification that they were chosen as approvers when the signature is created. Group notificationsGroup notifications are sent to the assigned group when the assigned group changes. AssignmentsAfter a request is assigned or if its assignment changes, this action triggers a notification to the assignee regardless of the requests 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. For information about notification preferences, see the BMC Remedy IT Service Management Configuration Guide.
notification after the request is approved. Planning Assignment In Progress Completed Closed Not applicable Not applicable Not applicable Yes Not applicable Yes Not applicable Not applicable Yes Not applicable
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Service request assignees receive notifications when a request is assigned to them. This action can happen at any status but typically occurs at the beginning of the requests life. The notification does not list a status but only notifies the assignee that the service request is assigned to him or her.
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 assignee Work order manager Yes Not applicable Not applicable Not applicable Yes Not applicable Not applicable Not applicable
is sent when the work order is approved, which can be seen when the request goes to Planning. In Progress Completed Rejected Cancelled Closed Yes Yes Yes Yes Not applicable
is sent when the work order is approved, which can be seen when the request goes to Planning. Yes Yes Yes Yes Not applicable Not applicable Not applicable Not applicable Yes Not applicable Not applicable Not applicable Not applicable Yes Not applicable
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Broadcasting messages
The broadcast feature enables you to send messages to your entire organization, selected groups in the organization, or to external customers. You can use this feature to send messages about work in progress, system status, planned work, 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 by the logged-in users company, based on the following criteria: Broadcasts are defined for the logged-in users company If the logged-in users company cannot be determined, only Global broadcasts appear. Only broadcasts defined for the Global company are shown to guest users, who are not associated with a company. While viewing broadcast messages, you can modify the message (if you belong to an authorized authoring group), create a broadcast message, and under some circumstances (when viewing the message from the current record) relate the broadcast message to the current record. You can view broadcast messages from the following locations: From the Overview Console or the Work Order Console, select the message to view from the Broadcast table, and click View. From the Service Request Coordinator Console or the Business Manager Console, click View Broadcasts.
NeverAdministrators and users never see the broadcast warnings. On Console OpenAdministrators and users see the broadcast warnings when the console opens. On New BroadcastAdministrators and users see the broadcast warnings only when there is a new broadcast.
4 Click Save.
For the changes to take effect, you must close the application and log in again.
52 Users Guide
Broadcasting messages
table.
2 Enter information in the following required fields:
CompanySelect the company to which this broadcast pertains. Only users with access to this company see the broadcast. If you select Global from the Company list, the broadcast is sent to everyone. The Company field is required. You fill in the other location fields to indicate a specific part of the company, such as the site, organization, or department. SubjectA short description of what the broadcast is about. Broadcast MessageThe text of the message. Broadcast TypeSelect a broadcast type from the list. Broadcast Start Date and Broadcast End DateTo start the broadcast now, click in the Broadcast Start Date field, and press ENTER. To select a date from the calendar, click the Browse button next to the field, and use the calendar to select the broadcast start and end dates. You can also use the Time feature at the bottom of the calendar to specify times of the day. Broadcast Originated FromThis is automatically filled in with contents that depend on where you are creating the broadcast. If you broadcast from an investigation, this is set to Problem Investigation. Broadcast Originated From IDThis field is automatically filled when you create a broadcast from a record. If you create a broadcast from the main console, the field is disabled. View AccessSelect Internal to make the broadcast visible only to members of your organization. Select Public to make the broadcast visible from the Request Entry console. NotifySelect Yes for the broadcast notification to be automatically sent to an individual or a group. If you select Yes, an Email button and the Notify Support area appear. Use the Manual Email button to manually send an email message about the broadcast to a person or a group. When the Email System form appears, enter the recipients email address in the Internet Email field, and click Send Email Now. Use the Notify Support area to indicate which group to notify of the broadcast. You must complete the Support Company, Support Organization, and Support Group fields. The notification is sent at the time and on the date specified in the Broadcast Start Date field. PrioritySelect Low, Medium, or High for the priority level for the broadcast.
Chapter 5 Communication with users 53
3 (optional) To add an attachment to the Broadcast, right-click inside the table, and
select Add. You are limited to one attachment for each broadcast.
4 (optional) To enable members of another group to modify the message, follow these
steps:
a Click the Authoring Groups tab, and click Manage Authoring Groups. b In the Authoring Group dialog box, select from the lists to indicate which
NOTE
The support group you belong to appears in the table by default.
5 Click Save.
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Chapter
Using reports
Use the Report Console to generate predefined reports to give you quick and easy access to information about activities in the application. The following topics are provided: About predefined reports (page 56) Generating reports (page 59)
Chapter 6
Using reports
55
NOTE
If you use modify the prepared reports supplied with the application, Customer Support can provide only limited assistance for reporting problems. In addition, 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 reportsThe Web report type was introduced in release 7.6.02 of BMC Remedy AR System to provide browser users the ability to create nicely formatted reports. 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.
NOTE
Web reports must be run from a browser and are not available using BMC Remedy User. Crystal reportsSome installations of BMC Remedy AR System are integrated with the Business Objects 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.
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The following table lists the predefined reports that are installed with the application.
Report title Service Requests by Location Format Web Required permissions Request Catalog Manager or SRM Administrator Description Shows all service requests and the number of times the service request was used for a particular location and category. Totals are shown for each location, category, and service request. Service Requests by Organization and Department Web Request Catalog Manager or SRM Administrator 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 Requested For information about the service request. Totals are shown for each organization, department, category, and service request. Service Request Definitions by Status Survey Results Detail Web Request Catalog Manager or SRM Administrator Web Business Manager, or Service Request User, or Request Catalog Manager, or SRM Administrator Deployed Service Request Definitions by Catalog Manager Crystal Request Catalog Manager or SRM Administrator Shows all SRDs with catalog manager information, their online or offline status, and their effective dates. Shows detailed results of surveys submitted by users. This report can be generated for a specific company over a date range. The report shows the service request, ratings, and comments for each survey submitted. Shows deployed SRDs, grouped by catalog manager. This report also shows their offline/online status and effective dates. You can specify a date range for the report. You can specify an additional qualification from the Report Console to filter the results (for example, to filter requests by a specific catalog manager, and so on). Feedback Details Crystal Business Manager, or Service Request User, or Request Catalog Manager, or SRM Administrator Fast Request Breakdown by Organization and Department Locations by Service Requests Crystal 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. Shows requests that have an actual close date sooner than expected close date.
Crystal
Shows all service requests and the locations that use that service request. The total count is shown for each location and service requests.
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57
Format Crystal
Description 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: 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 name. Percentages are calculated per service request name or type.
Note: Requires BMC Service Level
Management. Request Compliance Report by Category Crystal Request Catalog Manager or SRM Administrator 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 by default. The service requests are grouped by name. Percentages are calculated per service request name or type.
Note: Requires BMC Service Level
Management. Crystal Service Request Definition Pricing by Organization Request Catalog Manager or SRM Administrator 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 Organization, Department, and Categorization used for the service request. This information enables you to determine which departments and organizations are using which SRDs.
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Generating reports
Report title Slow Request Breakdown by Organization and Department Survey Results Summary
Format Crystal
Description Shows requests that have an actual close date later than the expected close date.
Crystal
Business Manager, or Service Request User, or Request Catalog Manager, or SRM Administrator
Shows summary results of totals for surveys that have been submitted by users. This report can be run for a specific company over a date range. The report shows a summary of the ratings (minimum, maximum, and average ratings), for all surveys submitted within a category, service request, and organization. This report is available only in English.
Generating reports
Use the following procedure to generate a report.
To generate a report
1 From an application console, such as the Business Manager Console, choose
The list varies, according to your permissions and which applications are installed.
NOTE
You can run Web reports from a browser only. (You can run Crystal reports from a browser or BMC Remedy User.)
3 By default when you run a report it uses any built-in query to select the records
included in the report. To change the report results, follow these optional 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.
For more information, see the BMC Remedy Action Request System BMC Remedy Mid Tier Guide.
4 Click Run. 5 Enter any requested parameters, and click OK.
Chapter 6
Using reports
59
NOTE
If you are having formatting problems when viewing reports from a browser, ask your administrator to make sure report configuration settings are defined in the AR System User Preference form, as described in the BMC Remedy Action Request System Configuration Guide.
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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
accessibility users, configuring the application for 22 activity log adding entries to 18 viewing entries 48 approving service requests 35
D
documentation 8
E
Event History form 37
B
BMC Service Request Management documentation 8 reports 55 BMC Software, contacting 2 broadcast messages about 52 creating 53 preferences, setting 52 Business Manager Console about 24 preferences 27 search criteria filter 24 service request status, viewing 24 service request work information, viewing 27 service requests by status, viewing 25 service requests details, viewing 26
F
flashboards, service request status 24 fulfilling service requests 47 fulfillment applications entry, cannot create from service request 40 fulfillment provider role 43 generating service requests from 46 truncate warning 40
G
groups, work order notifications by 51
I
incident requests service requests, fulfilling 47 viewing associated service requests 48
C
cart, using 13 change requests service requests, fulfilling 47 viewing associated service requests 48 consoles Business Manager 24 Report 59 Request Entry 10 Service Request Coordinator 30 Crystal reports 56 customer support 3
K
knowledge base articles, searching 14
M
messages, broadcast 52
Index
61
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
N
notifications receiving 50 sending 50 service requests, by roles 50 triggering with state changes 50 work orders, by groups 51 work orders, by roles 51
O
on behalf of other users 19
P
Popular Services view, about 11 preferences broadcast 52 Business Manager Console 27 Request Entry console 21 Service Request Coordinator Console 31 Process form 36 product support 3
R
reopening service requests 18 Report Console 59 reports Crystal 56 predefined 56 Web 56 Request Entry console about 10 preferences 21 using to manage service requests 16 viewing service request work information in 48 requester information, accessing 35
S
Service Request Coordinator Console about 30 Company and Console View 31 preferences 31 search criteria 30 service request coordinator activities 30
service requests activity log entries, viewing 48 activity log, adding an entry to 18 approving 35 Business Manager Console and 24 cart 13 creating 12 creating for other users 19 defining service targets 33 details, viewing 26 details, viewing in fulfillment applications 48 fulfilling with a change request or an incident request 47 fulfilling with a work order 48 fulfilling, about 47 generating from fulfillment applications 46 notifications by roles 50 properties, viewing 17 related processes, viewing 36 reopening 18 Request Entry console and 10 reviewing details 32 searching for 30 Service Request Coordinator Console and 30 service targets. viewing 33 SLM status, viewing 33 status, viewing 25 surveys 20 troubleshooting processes 36 user scenario for entering 11 viewing your 16 work information, adding 27, 34 work information, viewing 32 service targets, viewing for service requests 33 SLM status, viewing for service requests 33 states and status relation of fulfillment application states to service request states 45 relation of service request states to fulfillment application states 44 triggering notifications when changed 50 states and status, viewing service requests by 25 suggestions making 21 reviewing 32 support, customer 3 surveys, responding to 20
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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
T
technical support 3 troubleshooting service requests 36 tips 38 truncate warning 40
U
users accessibility for 22 accessing user information 35 on behalf of 19
W
Web report type 56 work information service request, adding 27, 34 service request, viewing 32 work orders notifications by groups 51 notifications by roles 51 service requests, fulfilling 48
Index
63
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
64
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