Service Requests

When you want to create Service Request ticket types in the BMC Helix ITSM Service Desk system, create a new service offering (for example, SailPoint Access Request) represented by a service request definition (SRD) on the BMC Helix ITSM side.

For more information, see Creating Services.

Service Request Designer and Service Request Definitions

The Service Request Designer leads you through the process of defining and deploying a service, which can be requested by users, and is then fulfilled using the selected fulfillment process. Defining the service entails the following:

  • Describing the service to the users

  • Setting service attributes related to the turnaround time, and price

  • Selecting a process to fulfill the service request (for example, "Generic - Create Incident")

  • Defining the questions to pose to the users

  • Defining the service attributes that are used in the fulfillment process (e.g. 'SR Type Field 1' or 'SR Type Field 14’ or any other custom attributes)

  • Defining which users are entitled to request the service

  • Defining who will approve the service request

  • Setting the user display and notification preferences

  • Deploying the service

For more information on creating Service Request Definitions (SRD), see Creating service request definitions: Basic configuration.

You need to provide the value of InstanceID for the Service Request Definition into the Title Instance Id parameter on the Ticket Creation panel.

You also need to provide different Service Request Fields as entry key parameters into the service desk application, so that those can be passed on to populate the service attributes defined in the fulfillment process on the Service Request Definition.

Note
Different Service Request Fields have different character limits, so ensure that you have mapped them accordingly for the payload data you want to send.

For example, for SR Type Field 1:

SailPoint Access Request $!plan.arguments.identityRequestId #if($plan.arguments.identityName) for the user $plan.arguments.identityName #end

For example, for SR Type Field 14:

#foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #else For $req.id in application $req.resource #end #if($req.items) $newline #foreach($item in $req.items) #if ($item.name == '*disabled*' && $item.value == 'true') Disable Account. $newline #elseif ($item.name == '*disabled*' && $item.value == 'false') Enable Account. $newline #elseif ($item.name == '*locked*' && $item.value == 'false') Unlock Account. $newline #else $!item.Operation $item.name: $item.value $newline #end #end #else $newline $!req.Operation Account #end #end