5 Replies Latest reply on Jan 31, 2014 3:49 PM by Jason Miller

    How to find SR not created by you or your team?

    Mayra Ayala
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      I am not able to find SR created by customer in my SRM window.  I have BMC V 8.1.  Is there  something that needs to be changed in the code?

        • 1. Re: How to find SR not created by you or your team?
          Vignesh Nadar

          Search for the Record in "SRM:Request" Form

          • 2. Re: How to find SR not created by you or your team?
            Vaibhav Wadekar

            If you hold a Business Manager permission within SRM, You can Open Business manager Console and it will show you current Open Requests, you can filter it by status, region

             

            • 3. Re: How to find SR not created by you or your team?
              Jason Miller

              Doesn't the actual SR need to be assigned to a Support Group you are a member of to see a request in the Business Manager Console?  From what I have seen is all a person's Support Groups or the few selected SGs are appended to the table filed qualification.

              • 4. Re: How to find SR not created by you or your team?
                Mayra Ayala

                The work flow that I am trying to resolve is as follows:  HR will be creating a SR for on boarding the information entered must be sent to hiring manager and director of the department.  I am trying to find a way to have BMC Remedy perform that same work flow.  Any suggestion?  I thought one the submitter receives the confirmation email with the SR number they could just email that information to the hiring manager and director.  The problem is that they can not view the SR number.

                • 5. Re: How to find SR not created by you or your team?
                  Jason Miller

                  That seems to be a bit out of scope for the Business Manager Console.  You might be better off creating a custom console for this?

                   

                  Although thinking about it a little more maybe it wouldn't be too hard to make the BM Console work for you.  The query for the table field is dynamically created based on the filtering fields you select.  You would just need to modify a little bit of workflow to allow a query to be generated without Support Groups (this gets added to all queries out of the box since the focus is support not leadership chain) and add a more appropriate query for what you are looking to do.

                   

                  Here is an example of how we extended our our BM Console.  The focus is still by Support Group so we didn't have to remove that part from the dynamically-generated query but we did have to add workflow for the additional filtering fields we added.

                  BusConsole.jpg

                   

                  You'll probably also need to create some workflow that will give the manager and director permissions to the SRM:Request record.  Like the BM console these are more Support Group and requester focused.  On the surface it seems like it would be fairly trivial to create a filter (or a few) that will add the manager and director's username to the Assignee '4' field (I think you can add multiple usernames to field 4.?.?.?).

                   

                  If you are using the Request on Behalf of feature you may only need to add permission for the director.  Say HR requests on behalf of the manager I believe the manager will get access (permissions) to the SRM:Request since it is for them (and they probably get an email OOTB).  Then you just need to add permissions for the director.

                   

                  HTH,

                  Jason

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