Defining a service request - Documentation for Remedy Change Management 8.1

Select a definition from the Summary list that you have defined.
If the list does not contain the specific request to log, you need to create the summary definition. For more information about creating summary definitions, see Configuring summary definitions in the BMC Remedy IT Service Management Administration documentation.

Note

If BMC Change Management and BMC Incident Management is installed, entering a summary or ad hoc request generates an incident request. If only BMC Change Management is installed, a change request is generated.

If you select a summary definition that is an incident request, related solution database entries appear in the Possible Solutions table. If BMC Problem Management is not installed, possible solutions do not appear for manually entered summaries.
If there is a solution database entry that might be valid, click the entry, and then click View. Review the solution entry. If the solution resolves your request, click Use Solution.
If you choose a matching solution, the solution entry is related your request and the request is resolved automatically.