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Release Notes with Known Issues
BMC Service Request Management
Version 7.6.00
September 2009

BMC Software is releasing version 7.6.00 of the BMC Service Request Management
product. These release notes supplement the product documentation and describe
enhancements, resolved problems, and known issues in this version.

NOTE
Before you install the product, check the Customer Supportwebsite at
http://www.bmc.com/support for updated documentation (for example, flashes
and technical bulletins), product downloads and patches, and product
compatibility matrices.
The following topics are provided:
BMC Service Request Management overview (page 2)
What’s new (page 2)
Internationalization and localization information (page 9)
Corrected problems (page 10)
Known issues (page 12)Installation information (page 23)
Related information (page 26)
Support information (page 27)

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718401
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BMC Service Request Management overview

BMC Service Request Management overview
BMC Service Request Management enables the IT department and other business
departments to define offered services, publish those services in a service catalog,
and automate thefulfillment of those services for their users. With BMC Service
Request Management, users have the ability to help themselves, which reduces the
requests coming in to the service desk. This enables IT professionals to focus on
more mission-critical activities, such as resolving incidents related to service
failures and restoring critical services. The application also provides the ability to
automateworkflows for each service, enforcing consistency of process and faster
fulfillment of the request.

What’s new
This section provides an overview of the features that were added in BMC Service
Request Management 7.6.00.
See the BMC Service Request Management 7.6.00 documentation for more specific
information about these features. New features in the 7.6.00 release are indicated
by the Newicon in the BMC Service Request Management documentation.

Service Request Definition (SRD) features
The process of creating SRDs has been improved by:
An added Service Request Designer
Dynamic question menus based on BMC Atrium Configuration Database (BMC
Atrium CMDB) or other generic queries
Dynamic question flow based on responses to earlier questions
Question feature additionsService Request Designer
The Service Request Designer empowers non-IT users in shared service
organizations to create basic services and processes. The simple wizard user
interface handles basic requests. Users can make new services available more
quickly, and with less training required.
From start to finish, the Service Request Designer steps you through the process of
adding the followingfunctions in defining a service:
Service request description (for example, company, title, and graphic)
Service categories
Service request details hidden or visible to users
Notification sent to users

2

Release Notes with Known Issues September 2009

What’s new

Back-end fulfillment process used by the requestable service (including quick
launch process definition templates)Questions and mappings added to the requestable service
Service request approvers
Entitlements

NOTE
Adding a survey to an SRD or specifying an SRD as a System Request in the
Request Entry console are not included in the Service Request Designer and can be
done only using the Service Request Definition form.

Dynamic question menus
Dynamic question menus enable the definition of qualificationsto get menu items
dynamically configured. The dynamic menu items might be determined by
answers to other questions.
The list of possible answers is dynamic, based on the source. Answers are
synchronized with the latest information, for example, from the BMC Atrium
CMDB, People form, and so on.

Dynamic question flow
Dynamic question flow enables creation of follow-up questions (and...
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