Hi Colin... BMC Service Request Management 2.0 replaces the original Requester Console. It has just recently been released and is the newest expansion of the ITSM Suite. This feature truly makes the Service Desk the SPOC (Single Point Of Contact). The BMC guys have packed their bags and are going on a road trip to Demo this new module...
Try this link: http://www.bmc.com/support/hou_Support_ProdVersion/0,3648,19097_19695_148332_0,00.html Once configured properly - all the end user will need to do is make a selection from a service catalog (from a fancy new interface) - then a service request is opened. Behind the scenes you can define whether or not a incident, change or work order template (AOT - Application Object Template) will be opened. I have created Service Request Definitions(SRD) that open multiple change requests, multiple work orders, and other SRDs (i.e. in the case of a New Hire). Let me know what you think... On Jun 1, 1:36 pm, "Chapman, Colin" <[EMAIL PROTECTED]> wrote: > Elry, thanks for your reponse. > > How can I tell if we have SRMS ? > > Is it part of the ITSM Suite ? > > Looking at the Remedy website it says the IT Service Managemennt suite > consists of: > > Service Desk (Incident and Problem Management) > Change Management > Asset Management > Service Level Management > > and I think we only have Service Desk. > > thank you > > Colin > > ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 > Colin Chapman, UNCW > Phone: 910-962-7356 > Email: [EMAIL PROTECTED] > > -----Original Message----- > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Elry > Sent: Friday, June 01, 2007 9:35 AM > To: [EMAIL PROTECTED] > Subject: Re: ServiceDesk 7 Requestor Console customization question > > Hey Colin... > > If you are on version 7 - are you using the new SRMS (Service Request > Management System)? > > This new system allows the User to select from a service catalog of > Service Request Definitions. These Service Request Definitions are > built on a process model that allows you to embed incident, change, and > work order templates seamlessly into the Service Request. To the end > user it looks like they are creating a simple request, but in the > background based on the service catalog item chosen - the Service > Request Definition will allow for the background creation of a request > in any of the modules (even multiple request creation can be done). > > Note: if you are using SRMS 7 or plan to install it - it will disable > the old Requester Console. > > On May 31, 10:50 pm, "Chapman, Colin" <[EMAIL PROTECTED]> wrote: > > My college has just requested that the Requestor Console use the > > Incident Templates instead of the Summary Definitions, meaning when > > someone enters a Request they get to pick from Incident Templates > > instead of Summary Definitions. > > > I think I can figure a way how to do this, but my question, since I'm > > not so familiar with handling help desk tickets, is this a valid > > request ? > > > We are currently using HelpDesk 5 in production and have ServiceDesk 7 > > > on a test server, and not much testing has been done. We are still > > really in the configuration phase, configuring Incident Manager so it > > will work for us. > > Up to now the customizations requested have been only tweaks, but this > > > seems a major change to the way Incident Manager has been designed to > > operate. > > > tia > > > Colin > > > ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 > > > Colin Chapman, UNCW > > > Phone: 910-962-7356 > > > Email: [EMAIL PROTECTED] > > > ______________________________________________________________________ > > _________ UNSUBSCRIBE or access ARSlist Archives > > atwww.arslist.orgARSlist:"Where the Answers Are" > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where > the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the > Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
