Kinetic Request lets each department control their own service
request forms and delivery processes
Kinetic Request
Features
Request Management Portal Publishing
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Ability to list the active service request forms by category
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Ability to search for templates (service request forms) that match a criteria
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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
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Ability to include a description of the service item in the service catalog display
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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Assignee and backup approvers
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Multi-level approval support
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Ability to use the BMC Remedy Approval engine
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Dynamically determine approver based on service item criteria
List Manager
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Ability to hold lists of people not held in other BMC Remedy-based forms/applications
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Ability to easily send out an invitation for a request from the list manager
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Ability to import names/lists into the list manager
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Ability for customer submissions to create new members of a list
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Ability to populate members of a list via a web service
Environment
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Built on BMC Remedy Action Request System (ARS)
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Support for ARS version 6.0 and above
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Support 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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Writes web exceptions back into a BMC Remedy form
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Installs in a standalone web application or inside a Mid-Tier web application
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Ability to create your own JSP pages for request templates
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Ability to modify existing JSP request templates
Customer Experience (Web)
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Limit the total number of characters submitted per page
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Hide/show questions & text based on answers/events
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In-page queries and set-field value actions
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Allow linking to external web pages
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Support for other client-side events including mouse-over, on-click, on-change, mouse-out
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Ability to have "hoverable" help text for any element
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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Ability to specify an outbound email mailbox
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HTML and plain text email handling
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Preview of HTML email messages for message creators
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Ability to include attachments in an email message
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Ability to send notifications to managers based on request input
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Ability to send reminders to approvers who haven't submitted a response
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Ability to embed a simple approval in an HTML email
Reporting
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Includes pre-configured reports
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Uses Crystal® (Business Objects®) reporting facilities
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Includes pre-configured flashboards of customer submissions
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Ability to export data from a request
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Ability to report across similar requests
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Ability to modify existing reports
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Ability to import custom reports
Auditing
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Auditing on change of a customer submission/answers
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Auditing on change 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
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Ability to send requests in a batch based on a qualification
