This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

List of providers

This topic provides information about the providers that are available for integration with BMC Digital Workplace and Remedy with Smart IT (Smart IT).

 To modify the provider settings, see Making configuration changes to integrated applications.

Video demonstration

The following video (3:14) explores different providers available within BMC Digital Workplace and Smart IT, how to enable providers, and see a list of all active and inactive providers.

Note

The video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.


Providers in BMC Digital Workplace and Smart IT

The following table lists the providers available in BMC Digital Workplace and Smart IT:

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Provider's nameUsed byIntegration withFunctionality providedNotes
CLM cloud services pluggable providerBMC Digital WorkplaceBMC Cloud Lifecycle ManagementAccess BMC Cloud Lifecycle Management data and operations.Not applicable
Exchange pluggable providerBMC Digital WorkplaceMicrosoft Exchange serverAllows assets and rooms to be reserved.  Displays the availability status on the profile page of the Universal Client.

To configure, enter the following information:

  • Login
    Use any Exchange user that has access to viewing other user and room schedules and that can schedule rooms.
  • Password
  • URL
    Use the URL to access the Microsoft Exchange web service, which uses the format of https://mail/.domain.extension/EWS/Exchange.asmx.
HR Case - Knowledge pluggable providerBMC Digital WorkplaceBMC Remedy HR Case ManagementUpload HR knowledge articles to BMC Digital Workplacefrom the BMC Remedy HR Case Management application.Not applicable
HRCM - service catalog pluggable providerBMC Digital WorkplaceBMC Remedy HR Case ManagementCreate cases using the HR solutions from the BMC Remedy HR Case Management application.

Note: For eForms to work in BMC Digital Workplace, you must specify the BMC HR Case Management midtier URL in the Midtier URL field, update the settings and reload the providers.

HR Case - User Details pluggable providerBMC Digital WorkplaceBMC Remedy HR Case ManagementSynchronize user information from the BMC Remedy HR Case Management to MyIT.

Important: Enable this provider only if the BMC Digital Workplace server is not integrated with BMC Remedy ITSM.

LDAP pluggable providerBMC Digital WorkplaceLDAPLDAP authentication. Activate the broadcasts and notifications with uploaded groups of the users.Note: If you enable the LDAP provider, make sure that the Group provider is disabled.
Group pluggable providerBMC Digital WorkplaceBMC Remedy AR serverActivate the broadcasts and notifications with uploaded Remedy AR groups of the users.Note: If you enable the Group provider, make sure that the LDAP provider is disabled.
RKM pluggable providerBMC Digital WorkplaceBMC Knowledge ManagementSearch for knowledge articles in the BMC Knowledge Management database.

To retrieve knowledge articles, you must also enable the ITSM Knowledge pluggable provider. To configure, enter the following information:

  • RKM templates
    To use a custom template along with the predefined templates, add the template (for example, RKM:CustomTemplate templateto the RKM templates setting.
  • rkm.searchResultOption
    This setting affects the Similar articles section displayed to the right of the knowledge article.  For similar articles, the search term is the original article title. The following options are available:
    • words -  The preview excerpt shows the words surrounding the search term (words in the original article title).
      This option is equivalent to the Words Around Hits option in BMC Knowledge Management.
    • excerpt - The preview excerpt is from the start of the article.
      This option is equivalent to the Excerpt option in BMC Knowledge Management.
    For more information about the search result options, see the following document on BMC Communities: https://communities.bmc.com/docs/DOC-32647
System management pluggable providerBMC Digital Workplace and Smart ITNoneMaintenance of theBMC Digital Workplace and Smart IT server.Not applicable
ITSM Change pluggable providerSmart ITBMC Remedy IT Service ManagementCreate change requests in Smart IT .Not applicable
ITSM Known Error pluggable providerSmart ITBMC Remedy IT Service ManagementCreate known errors in Smart IT.Not applicable
ITSM Problem pluggable providerSmart ITBMC Remedy IT Service ManagementCreate problem requests in Smart IT.Not applicable
ITSM SRM pluggable providerSmart ITBMC Service Request ManagementCreate incidents in Smart IT using the Service Requests Definitions from the BMC Service Request Management application.Not applicable
ITSM Task Management pluggable providerSmart ITBMC Remedy IT Service ManagementCreate tasks in Smart IT using the Task Management component.Not applicable
ITSM Meta Data pluggable providerSmart ITBMC Remedy IT Service ManagementUpload the tickets' statuses and priority from BMC Remedy IT Service Management to Smart IT.Not applicable
ITSM SLM pluggable providerSmart ITBMC Service Level ManagementUpload the Service Level Agreements from BMC Service Level Management.Not applicable
ITSM Incident Management pluggable providerSmart ITBMC Remedy  IT Service ManagementCreate incidents without using the Service Requests Definitions from the BMC Service Request Management .Not applicable
ITSM Work Order pluggable providerSmart ITBMC Service Request ManagementCreate work orders in Smart IT using the BMC Service Request Management.Not applicable
ITSM Foundation pluggable providerSmart ITBMC Remedy IT Service ManagementUpload the users' and tickets' information from the BMC Remedy IT Service Management database.Not applicable
ITSM Knowledge pluggable provider

BMC Digital Workplace

and Smart IT
BMC Knowledge ManagementCreate knowledge articles in Smart IT using the BMC Knowledge Management application. Retrieve knowledge articles in both Smart IT and

BMC Digital Workplace

.
To enable search for knowledge articles, you must also enable the RKM pluggable provider.
ITSM Asset Management pluggable providerSmart ITBMC Asset ManagementUpload the assets from BMC Asset Management to Smart IT.Not applicable
CMDB pluggable provider

BMC Digital Workplace

BMC Atrium CMDB

Import assets from the BMC IT Service Management application with CMDB queries.

For more information on importing CMDB assets, see Adding assets.
Most of the provider settings are predefined and do not need to be updated to fit the environment. Update the following settings with your values:
  • cmdb.url — the BMC AR System server name
  • cmdb.auth.pswd — the BMC AR System application password
  • cmdb.port — the BMC AR System server port to be used

The following settings are predefined mappings of BMC Digital Workplace asset fields and BMC Atrium CMDB attributes, which are used when importing assets.

  • cmdb.query.dataset — The BMC Atrium CMDB dataset (BMC.ASSET) of production, or master, asset data that has been normalized and reconciled.
  • cmdb.query.description — The asset description. By default, this is mapped to the ShortDescription attribute.
  • cmdb.query.attr.email — The email address for an asset, such as a conference room, which is used to reserve through Microsoft Exchange. By default, this is mapped to the Email attribute.
  • cmdb.query.attr.name — The name of an asset, which is displayed in map pins and the asset's profile. By default, this is mapped to the Name attribute.
  • cmdb.query.attr.capacity — The capacity for a conference room asset. By default, this is mapped to the Room attribute.
  • cmdb.query.attr.id — The unique identifier for an asset. By default, this is mapped to the InstanceId attribute.
  • cmdb.query.name — The unique name of an asset. By default, this is mapped to the Name attribute. 
SRM pluggable providerBMC Digital WorkplaceBMC Service Request ManagementCreate inicidents using the service request definitions (SRDs) from the BMC Service Request Management application.

Most of the provider settings are predefined. You can update the following settings as needed:

  • Mid Tier URL This field refers to BMC Remedy Mid Tier for BMC Service Request Management.
  • skip.fulfillment If some of your service requests do not use fulfillment,  leave this value as true. If this is set to false, BMC Digital Workplace requires fulfillment to be set by all service requests from BMC Service Request Management.
  • Open AIF in new window If set to true, service requests of the type AIF open in a new window or tab. If set to false, these requests open in an iframe.
  • obo.enabled.for.all This flag is used by the On Behalf Of feature. If this flag is set to false, the rules set in BMC Service Request Management for On Behalf Of requests are used. In addition, BMC Digital Workplace users can search for the Requested for employee by either first or last name, but not by full name. If this flag is set to true, any employee can create a request on behalf of any other employee. Because a different search is performed for the Requested for, BMC Digital Workplace users can search by full name, in addition to first name, last name, or email address. If your organization has over 50,000 employees, setting this flag to true can improve performance.
  • useExternalIcon This flag works only for SRDs that do not have icons specified in BMC Digital Workplace. If set to true, the icons for SRDs are taken from BMC Service Request Management. If set to false, the default icons are used.
BPPM pluggable providerBMC Digital Workplace

BMC ProactiveNet

BMC TrueSight Operations Management

Upload the services from the BMC TrueSight Operations Management application (formerly called BMC ProactiveNet).Update the URL with the BMC TrueSIght Operations Management service URL in the format:
http://server:port/imws/services/ImpactManager
User Details pluggable providerBMC Digital Workplaceand Smart ITBMC Remedy IT Service ManagementSelect this provider to synchronize user information from the BMC Remedy IT Service Management to BMC Digital Workplace and Smart IT.

Important: If you have installed BMC Digital Workplace with only BMC HR Case Management, enable HR Case - User Details pluggable provider. For all other installation scenarios, enable User Details provider.

Multi-Cloud Management pluggable providerSmart ITMulti-cloud Service ManagementSelect this provider for incident brokering and DevOps integration.Not applicable

Note

Ensure that HR Case - User Details pluggable provider and User Details pluggable provider are not simultaneously enabled. If you have installed BMC Digital Workplace with only BMC HR Case Management, enable the HR Case - User Details pluggable provider. For all other installation scenarios, enable the User Details pluggable provider.

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