SRM - How to Create

Report
Service
Request
Management
HOW TO CREATE
SRM – How to Create
Login to system using your windows credentials
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
Step 1 – Create New Category
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Select ‘Categories’ and click on
‘Add’ to add a new category
Step 1 – Create New Category
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Write the category name and
description then click on ‘Apply’
Step 2 – Creating Template 1/6
Navigate to ‘Incident Management’, select
‘Template’ and then click on Open
SRM – Creating Template 2/6
Select the ‘Support Group’ that will manage this
template, then click on ‘Create’
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
SRM – Creating Template 4/6
In “Categorization” tab, you will
define the operational tiers that
will be applied to the incident
SRM – Creating Template 5/6
In “Assignment” tab, you will
define the support group and
vendor group that the incident
will be assigned to.
SRM – Creating Template 6/6
In “Authorized” tab, you will
define the support group that is
authorized to manipulate this
template
Step 3 – Create AOT
Navigate to ‘Service Request Management’,
select ‘Define Application Object Template’
then click Open
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’
Step 3 – AOT – Add Target Data
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Select the Fields that you want the SRM to fill and add them to the list of Target Data
Step 4 – Create Service Catalog
From left “Application” menu, navigate to
“Service Request Management”, then select
“Service Catalog Manager Console”
Step 4 – Service Catalog Process
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Select “Process” under Console Focus menu, then click Create
Step 4 – Service Catalog Process
2/4
2
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
3
1
Step 4 – Service Catalog Process
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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.
Step 4 – Service Catalog Process
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3: Map the variables you created with the associate target variables.
Step 5 – Service Catalog
Definition
Click on ‘Request Definition’
then click Create
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.
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.
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’
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.
Step 6 – Service Request View

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