Search for the Record in "SRM:Request" Form
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.
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.
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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.
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.