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Yes it is possible.
Smart IT works the same way incident module works in mid-tier. It is ITSM configuration to create SR request when we submit incident request.
What are the challenge?
Point no 5 - Create Request On Submit
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For your info: When you are using the Smart Recorder in Smart IT and start to type a text, you will get matching Request Templates.
Those Request Templates are the same Requests that can also see in MyIT, i.e. you will see the same questions, the process behind the requests will be the same etc.
Support Staff can use this functionality to create a request without the need to go to MyIT.
Hope this answers your question.
Hi, Since you mentioned questions being configured in DWP, then you must be asking about the DWP Catalog. At this time, there isn't a way to make a DWP Catalog request from SmartIT. You can only see DWP Catalog requests that have already been submitted in Smart IT.
Please see my screenshot above; Those "Request Templates" that you can see in Smart IT are the DWP Catalog Requests, this means you CAN make a DWP Catalog Request from Smart IT.
I believe the request templates that you displayed in your screenshot are actually Service Request Management (SRM) services, which are also known as SRDs. Those SRM services can also be requested in DWP Basic (MyIT), but the service configuration is done in SRM. The DWP Catalog (a.k.a DWP Advanced or Service Broker) services cannot yet be requested in SmartIT. Hope this helps to clear things up a bit.
Yes you are right. DWP catalog services are only available in MyIT and not in Smart IT. I dont know if BMC has plans to do it. Right thing to do at the moment is to raise an idea.