Kinetic Request offers complete workflow control and flexibility.
Kinetic Request
Features
Request Management Portal Publishing
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Ability to list only service request forms that the user has access to see (based on BMC® Remedy® login).
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Ability to set customizable attributes against a catalog (owner, SLAs and costs).
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Ability to set customizable attributes to a service item (author, version and systems).
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Ability to customize the styling of ITIL-recommended service catalogs and service request forms within them.
Request Management
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Ability to use BMC Remedy SLM/SLA applications to monitor service levels.
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Ability to configure dependent tasks for a single customer submission (for example: create a help desk ticket, then create a change ticket when completed).
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Ability to monitor the status of individual service request tasks as well as the request as a whole.
Approvals
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Includes assignee and backup approvers.
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Provides multilevel approval support.
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Ability to use the BMC Remedy Approval Engine.
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Dynamically determines approver based on service item criteria.
Environment
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Built on BMC Remedy Action Request System (ARS).
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Supports for ARS version 6.03 and above.
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Supports servlet containers also supported by BMC Remedy Mid-Tier matrix.
Web Component
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Uses BMC Remedy published Java API.
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Installs in a standalone web application or inside a Mid-Tier web application.
- Allows you to create your own JSP pages for request templates.
Customer Experience (Web)
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Hides/shows questions and text based on answers/events.
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Provides for in-page queries and set-field value actions.
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Allows linking to external web pages.
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Supports other client-side events, including mouse-over, on-click, on-change and mouse-out.
Messaging
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Ability to control the styling of emails sent to customers and employees.
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Ability to include fields (answers) in an email message.
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Handles HTML and plain text email.
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Ability to include attachments in an email message.
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Ability to send reminders to approvers who haven't submitted a response.
Reporting
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Includes preconfigured reports.
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Uses Crystal® (Business Objects®) reporting facilities.
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Ability to report across similar requests.
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Ability to import custom reports.
Auditing
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Audits changes of a customer submissions/answers.
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Audits changes of a template (in active status).
Integration
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Integrate to other external applications (non-BMC Remedy) via web services, Java API or other BMC Remedy-supported integration capabilities.
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Events on any BMC Remedy-based form can trigger one or more request invitations to a customer based on rules.
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Create records in other BMC Remedy-based service request forms on submission by a customer.
