Limited support

 

This version of the product is in limited support. However, the documentation is available for your convenience. You will not be able to leave comments. Click here to view the documentation for the current version.

With BMC Digital Workplace , employees can find the same consumer-oriented experiences they enjoy in their personal lives, with one-stop-shopping for the technology tools they need to do their work effortlessly.
Release notes and notices
updated 04 Jun


This section provides information about what is new or changed in this space, including urgent issues, documentation updates, service packs, and patches. 

 

Tip

To stay informed of changes to this list, click the   icon on the top of  this page .


Related release notes

Release notes and notices in BMC Remedy with Smart IT 2.0


 

Date

Title

Summary

September 30. 2019Critical Remote Code Execution vulnerability in BMC Digital Workplace

Flash notification that describes how to fix an unauthenticated Remote Code Execution security vulnerability in BMC Digital Workplace.

February 27, 201818.02.00 enhancements

The 18.02.00 release provides enhancements in the following areas:

  • Multi-language support for items in the enhanced catalog
  • Support of custom service actions for services in the enhanced catalog
  • Management enhancements for assets and followed services on My Stuff page
  • Integration with BMC Integration Service, and support of connectors shipped with BMC Integration Service
  • Installer improvements
  • Upgrade Digital Workplace from Basic to Advanced version
  • Integration with Dragon tool System availability enhancements
  • System health check enhancements

Tip

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


Getting started

 

Configuration example >


Video playlist>

Planning

 

Planning your installation and implementation


Installing

 

Installing BMC Digital Workplace and Smart IT; installing BMC Digital Workplace Catalog

Upgrading

 

Upgrading BMC Digital Workplace and Smart IT; upgrading BMC Digital Workplace Catalog


Deploying clients

 

Rebranding and deploying clients

Troubleshooting

 

Common issues, error messages, logs, and contacting Support

Features for end users

 

Business user features

Administering

 

General administrative tasks

Integrating

 

Integrations with other products


PDFs and videos

 

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

Tip

You can create a custom PDF for a specific topic, a topic and its children, or a group of topics with a specific label. For information about how you can export a custom PDF from this space, see Exporting to PDF and other formats.

or register to view this page.

Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Installation videos

The following topics in the Installing BMC Digital Workplace and Smart IT

and Installing BMC Digital Workplace Catalog

sections contain videos that supplement or replace the text-based documentation:

Client deployment videos

The following topics in the Deploying clients section contain videos that supplement or replace the text-based documentation:

Integration videos

The following topics in the Integrating section contain videos that supplement or replace the text-based documentation:


Enabling self-service in your organization videos

The following topics in the Enabling self-service in an organization section contain videos that supplement or replace the text-based documentation:

Connector videos

The following topics in the Connecting your catalog to external systems section contain videos that supplement or replace the text-based documentation:


Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Troubleshooting videos

The following topics in the Troubleshooting section contain videos that supplement or replace the text-based documentation:


FAQs

This topic provides information that supplements the BMC Digital Workplace  documentation. 

 


Frequently asked questions about BMC Digital Workplace for all users

This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace .


BMC Digital Workplace includes mobile and desktop client applications that enable employees to interact with their IT and HR departments efficiently and "in the moment." You can find details about BMC Digital Workplace capabilities in Use cases.  BMC Digital Workplace Catalog provides web-based administration of the next-generation service catalog.  BMC Digital Workplace Catalog aggregates service catalogs from different sources and orchestrates fulfillment of service requests. For more information, see Creating and managing the service catalog.

BMC Digital Workplace is aimed at consumers of IT or other services, while BMC Remedy IT Service Management (ITSM) is aimed at staff members delivering or supporting IT or other services. Both BMC Digital Workplace and BMC Remedy ITSM offer mobility UI options. For BMC Remedy ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Remedy with Smart IT.

BMC Digital Workplace is aimed at consumers of IT or other services. Remedy with Smart IT is the new user experience for BMC Remedy ITSM, which is aimed at staff members delivering or supporting IT or other services. Both of them share the same installer and technology infrastructure, but the solutions can be enabled and used independently. For best results in service management, the use of both components is recommended. BMC Digital Workplace has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.

You have a number of options to change the terminology, to rebrand BMC Digital Workplace , and to customize icons. For details, see:

You can, as an administrator, manually update the status of any asset. "Down" printers are shown as red icons, for example, instead of green. Future releases will automatically update status icons of assets on maps.

This is by design. Only requests with Open status are displayed on the Request Timeline.  If a request has been set to cancel or closed, they are removed from the Requests view. To view additional requests, click the filter icon and select additional status values.

The email conversation between support staff and an end user is not stored in the BMC Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders. 

  Turning off location service affects the positioning on any of the relevant screens (your locations, nearest locations, and their distance).

    MultiExcerpt named 'languages' was not found
The multiexcerpt named 'languages' was not found. Please check the page name and MultiExcerpt name used in the MultiExcerpt Include macro.

For information about which clients and consoles are localized, see Supported languages and locales. For more information about localizing content in BMC Digital Workplace , see the Localizing titles and messages.

No, BMC Digital Workplace does not replace BMC Service Request Management. Instead, it adds value to the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. BMC Digital Workplace replaces the current self-service portal, which customers can still access if they choose to.If you use BMC Digital Workplace Catalog, instead of fulfilling service requests directly through BMC Service Request Management, you can fulfill service requests through BMC Digital Workplace Catalog workflow. This workflow calls BMC Service Request Management activities.

No, it is not. As explained in Adding assets, BMC Digital Workplace is not integrated to update BMC Atrium CMDB.

One set of users can use BMC Digital Workplace , and another set can use BMC Service Request Management, which is comprised of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Digital Workplace to use the same service request definitions (SRDs).

As of today, your users can use the BMC Service Request Management self-service portal and BMC Digital Workplace . However, you can replace the self-service portal with BMC Digital Workplace .

Anyone accessing BMC Digital Workplace requires a People profile with a minimum of a Read license and a Remedy Login ID.

One. Only BMC Remedy Incident Management uses the floating license. BMC Digital Workplace does not have floating licenses.

No, BMC Digital Workplace supports Microsoft Exchange only.

No, BMC Digital Workplace does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.

Yes.
No. Installing a bundled JRE is a prerequisite that you must fulfill before installing BMC Digital Workplace . For more information, see Installing BMC Digital Workplace and Smart IT.
Yes, MongoDB supports Unicode (characters).

BMC Digital Workplace is multitenant capable. The application code and the data that powers the application are shared between tenant instances. However, all customer data is stored separately for each tenant.

Frequently asked questions about BMC Digital Workplace  Cloud and BMC Remedy OnDemand


This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace used in BMC Remedy OnDemand environments.


BMC Digital Workplace will run on servers different from your BMC Remedy OnDemand servers.

Yes.

Yes. The BMC Remedy AR System API is always automatically encrypted.

You will use a different URL.

Yes, users can be logged on to both at the same time.

If it works using BMC Remedy Single Sign-On with BMC Remedy Mid Tier, it will also work with BMC Digital Workplace . BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.

It is a shared cluster sized for many customers. No specific provisioning of resources is required per customer. The environment is monitored and sized for growth.

Frequently asked questions about BMC AppZone deprecation


No, BMC AppZone is no longer supported for BMC Digital Workplace , starting with version 18.02.

You can replace BMC AppZone with BMC Digital Workplace Catalog . The following table provides a feature comparison. You can choose to implement BMC Digital Workplace Catalog in your BMC Digital Workplace environment, or subscribe to BMC Digital Workplace Catalog Cloud.

FeatureBMC AppZone BMC Digital Workplace Catalog

Banner Management

(tick)(tick)

Banner Entitlement

(error)(tick)

Banner Scheduling

(error)(tick)

Rich Profile

(tick)(tick)

Bundles

(tick)(tick)

Category Management

(tick)(tick)

Recommended Applications from iTunes or Google Play

(tick)(error)

Optional versus Mandatory items

(error)(tick)

Service Template Management

(error)(tick)

Connectors

(error)(tick)

Service Costing

(error)(tick)

Supplier Management

(error)(tick)

Frequently asked questions about Support tab deprecation


Yes, you can continue to use the Support tab, only if you enabled and configured it prior to the upgrade. If you disable the Support tab before upgrading to MyIT 3.3, there will be no way to enable or configure it again.

Versions subsequent to MyIT 3.3 will not support the Support tab in any way.

No, if you installed BMC Digital Workplace 3.3.02 for the first time, you cannot implement the Support tab. BMC highly recommends that you evaluate the broad capabilities and options provided by the Catalog and start providing these enhanced features to your end users.

The Catalog provides the additional capabilities not found on the Support tab:

  • Sections to promote top-requested items or content that needs to be more visible
  • Sections to include items from entire categories or a custom range of selected items
  • Detailed discovery through standard, tree-based lists for categories
  • Data collected from various sources, such as Service Request Definitions from BMC Service Request Management; knowledge articles from BMC Knowledge Management; HR requests, how-to items and quick links from BMC HR Case Management, and other sources
  • With BMC Digital Workplace Advanced, you can manage an enriched catalog in BMC Digital Workplace Catalog . The enriched catalog provides additional capabilities, such as promotional banners, rich media in catalog profiles, and shopping cart.

In addition, the Catalog is easily configurable. An administrator can set up the sections in Catalog and configure their look and feel. For more information, see Setting up sections in the Catalog. 

Related documentation spaces

Additional resources from BMC

The following BMC sites provide information outside the  BMC Digital Workplace  documentation that you might find helpful:

 

Was this page helpful? Yes No Submitting... Thank you

Comments