Service Catalog Publishing

• Ability to list the active service request forms by category
• Ability to search for templates (service request forms) that match a criteria
• Ability to list only forms that the user has access to see (based on BMC^® Remedy^® login)
• Ability to set customizable attributes against a catalog (owner, SLAs and costs)
• Ability to set customizable attributes to a  service item (author, version and systems)
• Ability to customize the styling of ITIL-recommended service catalogs and forms within them
• Ability to include a description of the service item in the service catalog display

Service Request Management

• Ability to use BMC Remedy SLM/SLA applications to monitor service levels
• Ability to configure dependent tasks for a single customer submission (for example: create a help desk ticket, then create a change ticket when completed)
• Ability to monitor the status of individual service request tasks as well as the request as a whole

Approvals

• Assignee and backup approvers
• Multi-level approval support
• Ability to use the BMC Remedy Approval engine
• Dynamically determine approver based on service item criteria

List Manager

• Ability to hold lists of people not held in other BMC Remedy-based forms/applications
• Ability to easily send out an invitation for a request from the list manager
• Ability to import names/lists into the list manager
• Ability for customer submissions to create new members of a list
• Ability to populate members of a list via a web service

Environment

• Built on BMC Remedy Action Request System (ARS)
  
• Support for ARS version 6.0 and above
• Support servlet containers also supported by BMC Remedy Mid-Tier matrix

Web Component

• Uses BMC Remedy published Java API
• Writes web exceptions back into a BMC Remedy form
• Installs in a standalone web application or inside a Mid-Tier web application
• Ability to create your own JSP pages for request templates
• Ability to modify existing JSP request templates

Customer Experience (Web)

• Limit the total number of characters submitted per page
• Hide/show questions & text based on answers/events
• In-page queries and set-field value actions
• Allow linking to external web pages
• Support for other client-side events including mouse-over, on-click, on-change, mouse-out
• Ability to have "hoverable" help text for any element

Messaging

• Ability to control the styling of emails sent to customers and employees
• Ability to include fields (answers) in an email message
• Ability to specify an outbound email mailbox
• HTML and plain text email handling
• Preview of HTML email messages for message creators
• Ability to include attachments in an email message
• Ability to send notifications to managers based on request input
• Ability to send reminders to approvers who haven't submitted a response
• Ability to embed a simple approval in an HTML email

Reporting

• Includes pre-configured reports
• Uses Crystal^® (Business Objects^®) reporting facilities
• Includes pre-configured flashboards of customer submissions
• Ability to export data from a request
• Ability to report across similar requests
• Ability to modify existing reports
• Ability to import custom reports

Auditing

• Auditing on change of a customer submission/answers
• Auditing on change of a template (in active status)

Integration

• Integrate to other external applications (non-BMC Remedy) via web services, Java API or other BMC Remedy-supported integration capabilities
• Events on any BMC Remedy-based form can trigger one or more request invitations to a customer based on rules
• Create records in other BMC Remedy-based forms on submission by a customer
• Ability to send requests in a batch based on a qualification