Kinetic Request lets each department control their own service
request forms and delivery processes
Kinetic Request
Features
Request Management Portal 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 service request 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 service request forms within them
-
Ability to include a description of the service item in the service catalog display
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 service request forms on submission by a customer
-
Ability to send requests in a batch based on a qualification