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ITSM 'Create Request on Submit' to create a DWP-C Request

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Since the very early versions of ITSM/SRM, there has been a setting in Incident/Change Rules called "Create Request on Submit" which would

  • Create a record in SRM:Request [REQ] upon INC/CRQ submission
  • Show the REQ to the end-user in the SRM Console and send notifications to the end-user for the REQ
  • Keep the status and Work Logs synchronized between the REQ and corresponding INC/CRQ
  • Allow the Technician/Agent to view the REQ via a link on the INC/CRQ

 

ITSM v8.1 - Incident rules - Documentation for Remedy Service Desk 8.1 - BMC Documentation

ITSM v20.02 - https://docs.bmc.com/docs/servicedesk2002/configuring-incident-rules-908964347.html

 

With the advent of DWP as the next-gen UI for end-users, It would be helpful to have another setting (or re-purpose this setting) to create a DWP Request upon Incident Submit

  • Create a DWP Request upon INC/CRQ submission
  • Show the DWP Request to the end-user in the DWP Console and send notifications to the end-user for the DWP Request
  • Keep the status and Work Logs synchronized between the DWP Request and corresponding INC/CRQ
  • Allow the Technician/Agent to view the DWP Request via a link on the INC/CRQ

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