We have seen a number of issues with the Request Entry Console and this post shares some tips and insight on how to investigate them. As we know request entry console serves as a frontend for the request catalog. It provides an easy-to-use user interface to view and submit service requests and manage them.
On Request Entry console we can view available service requests, submit and manage requests, and view knowledge Base articles.
The Request Entry Console leverages four important features important for success: Data Visualization Plugins, Submitter Mode, Entitlement, and On-Behalf-of Rules. We will discuss each of those below including how they work and tips on troubleshooting issues if necessary.
Data Visualization Plugins
The request entry console uses Data Visualization Module plug-in named as SRMSServiceRequestBrowser. The SRMSServiceRequestBrowser is a java plugin. The jar file for DVM is stored in Data Visualization Module form as an attachment.
The jar file contents will get downloaded into a sub-directory of the PluginsCache folder, the first time the DVM is requested. It will be downloaded into a folder which is named after the entry in the Data Visualization Module (in this case SRSServiceRequestConsole), as a sub-directory of the folder named after the AR server name.
We can see a classes.jar file in the directory as well as a lib folder which contains the libraries used by the DVM. Note that the jar file contents are downloaded from the server specified in the Mid Tier configuration as the Data Visualization Module Server(s) value on the General Settings page. We should make sure that DVM Server(s) is set correctly in Mid-tier.
The other DVM plug-in that is used for request entry console is Visualizer. This is also a java plugin and is used to view Process View of service request. The Visualizer.jar is also stored in Data Visualization Module form as an attachment. The jar file contents will get downloaded into a sub-directory of the Plugin-Cache folder, the first time DVM is requested. It will be downloaded into a folder which is named after the entry in the Data Visualization Module (In this case Visualizer). The sub-directory SRMS contents classes.jar file. If the there are any issues in viewing process view or after SRM upgrade it is always advisable to update the DVM.
The process of downloading jar happens automatically, but there are a few cases when it does not happen, so here is a great resource on how to trace it and also see how to update DVM: Upgrading Data Visualization modules
To submit a service request user does not need to have write permissions. Even if user does not have write permission they can submit/modify the service requests that they have submitted. So we need to make sure that submitter mode to set to Locked. Please see following resource on how to set submitter mode
KA301859 - Can a Restricted Read user create Service Requests if Submitter Mode is set to Locked?
KA331105: How does Submitter Mode Locked work?
KA391111: Request Entry Console - Logout - You do not have write access to this record: 302881300 (ARERR 331)
To learn more about request entry console please see the following resources
The entitlements are useful for enterprise customer or companies that use the BMC Remedy multi-tenancy feature because users can view only the available services to which they are entitled. This is an extra level of access control for users. For more information on how to setup entitlement please see the following resources
KA373113: SRM - Unable to View Imported SRD in Request Entry Console
On-behalf-of Definition Rules
An important feature of the Request Entry console is the ability to act on behalf of others. These activities include:
- A member of a support group can enter a service request on behalf of another individual in a company, an individual in a specified company, or an individual in a specified group. The Global Company can be used to allow entering a service request for anyone.
- An individual can enter a service request on behalf of another individual, another individual in a specific Company or an individual in a specified group.
- Anyone can enter a service request on behalf of anyone else by using a company to company rule with Global for the requester and Global for the requester to act on behalf of another individual.
- An individual with a BMC Remedy AR System Read license can act on behalf of another individual, group, or company.
Please see following resource on how to configure on behalf of selection
Finally, there are a few known issues with request entry console, where it does not work as efficiently. Please see following knowledge articles for more information:
KA390378: When a query menu is built in an SRD and displayed for entry, if the list is too long, you can't scroll down to see the bottom of the list when using IE 8
KA399498: Update Cart button on Provide Information doesn't work
KA371984: SRD with Conditional radio buttons cause choices to disappear
KA399349: SRM Questions spacing issue in request entry
KA399359: Request Completion Date is visible in SR even though Date required is set to hidden on SRD in show/hide fields
KA379622: Submit a Service Request with an attachment and the SR is marked as "Needs Attention".
KA375055 - "Need Attention" image is not displayed properly in SRM Console
KA367558 - Work Order is not generated properly and Process view results in "Error during loading document"
In case of defects, it is always advisable to upgrade to the latest service packs and versions that address them.
Also note that you can use Ideas in Communities to submit and vote on features that you would like to see in the product.