1. Request Creation

Request creation is known as submitting requests in SBM. The primary actors responsible for submitting requests are employees, customers, and IT service desk staff. Employees and customers can submit their requests using the Request Center or the SBM User Workspace.

Important: The following procedure assumes that there is a configured service request called New Hire Request under the Employee Services service request category. New Hire Request is included with the Serena Starter Pack Service Requests. You must promote ALL of the SRC snapshots before logging in to Request Center for the sample data to be available.

To create a new request using Request Center:

Log in to Request Center: http://serverName/tmtrack/tmtrack.dll?shell=srp.
Select the Employee Services service request category on the Catalog tab.
Click the New Hire Request service request to open the submit request form. Note that you must click on the title.
Complete the submit request form.
Note:
A keyword search of Knowledge Center is performed after you have entered a Title and moved focus to another field. When articles exist in Knowledge Center that match the title words, a message will appear informing you of the number of matches. Click View to look at matching articles. If one of the articles addresses your issue, open the article by clicking the title and then choosing Yes, resolve this issue to automatically submit and then immediately resolve the issue. A link to the article will be displayed in the Resolution field of the issue.
Click Submit to create the new request.