This documentation supports the 18.05 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

18.05.00 enhancements

This section contains information about enhancements in version 18.05.00 of  BMC Digital Workplace.


Data protection enhancements to support the GDPR

BMC Digital Workplace provides the Personal Data Privacy Utility to support applicable data protection and privacy requirements associated with the General Data Protection Regulation (GDPR). To learn more about the GDPR, and BMC Digital Workplace technology, see Data privacy, the GDPR, and Digital Workplace technology.

The Personal Data Privacy Utility can be used by the data protection officer or the administrator to determine that the product is compliant with the GDPR, and to manage and resolve the data privacy inquiries requested by individuals.

The utility works both for basic configuration (BMC Digital Workplace) and advanced configuration (BMC Digital Workplace Catalog and BMC Digital Workplace), and is compatible with Linux, Microsoft Windows, MSSQL, and Oracle. To learn more about the utility, see Addressing data privacy requests.

Deprecated versions of the application server and database components

The following versions of the components required for the installation or upgrade of BMC Digital Workplace are not supported since the 18.02.00 release of BMC Digital Workplace. Complete functionality is not guaranteed nor tested.

  • Apache Tomcat version 7.0
  • SQL Server 2008

For information on the supported versions, see System requirements.

BMC Digital Workplace installation and upgrade simplification

The following illustrations shows the database and services consolidation in BMC Digital Workplace 18.05.00:

DWP_consolidation

Installation and upgrade procedures include the following enhancements:

BMC Digital Workplace installer is now separated from Remedy with Smart IT

Starting with this release, there are separate installers for BMC Digital Workplace and Remedy with Smart IT. The installer separation ensures that these products can be installed or upgraded independently without impacting release cycles or upgrade cycles.

You now need to download separate BMC Digital Workplace installer files from the EPD site and proceed with the installation. 

The following changes are in effect:

Default installation folder name

The new default installation folder is named DWP instead of Smart_IT_MyIT.

  • Windows: \Program Files\BMC Software\DWP
  • Unix/opt/bmc/DWP
Installation log file name

The installation log file is renamed as follows:

  • C:\Users\Administrator\AppData\Local\Temp\digital_workplace_install_log.txt (Windows) 
  • /tmp/digital_workplace_install_log.txt (Linux)
Default database users and tablespace names

The default users for the tablespaces are renamed as follows:

  • DWP_Business
  • DWP_System

URL to access the BMC Digital Workplace universal client

http://<hostName>:<port>/dwp/app

URL to download BMC Digital Workplace mobile clients  

http://<hostName>:<port>/download-dwp

URL to access the BMC Digital Workplace Admin console

http://<hostName>:<port>/dwp/admin
Providers

BMC Digital Workplace providers only. For more information, see List of providers.

For more information about these updates, see Installing BMC Digital Workplace.

Move data from MongoDB to your BMC Digital Workplace relational database

As part of the installer simplification enhancement, MongoDB installation is no longer required. If you select the option to migrate your social data as part of the upgrade, your data will be migrated to your primary BMC Digital Workplace database. Alternatively, you can also use the social data migration utility to migrate your social data from MongoDB to your primary BMC Digital Workplace database. For more information, see Performing the BMC Digital Workplace upgrade.

New ITSM Integration Patch installer for BMC Digital Workplace

Starting with this release, the UX Patch installer has been replaced with the ITSM integration patch installer for BMC Digital Workplace. You must install the ITSM integration patch on the ITSM server before you upgrade BMC Digital Workplace.

(optional) Upgrade of Smart IT

SmartIT_DWP

You can continue to use the existing version of Smart IT after upgrading to BMC Digital Workplace 18.05. However, the integration features between Smart IT and BMC Digital Workplace will work only after you upgrade to Smart IT 18.05 and set up the integration between Smart IT and BMC Digital Workplace Catalog.

Upgrade_sequence

If you are upgrading Smart IT from a previous version and have used BMC Digital Workplace with Smart IT, you must first upgrade BMC Digital Workplace and then upgrade to Remedy ITSM 18.05 before upgrading to Smart IT 18.05. For more information about upgrading BMC Digital Workplace, see Upgrading BMC Digital Workplace, and then see  Performing the Smart IT upgrade for upgrading Smart IT.

Apple iOS installation enhancement

Starting with 18.05.00 release, the iOS resigning procedure has been modified. The .ipa file is no longer provided. You must use xcarchive file to resign the iOS application and generate an .ipa file from it. For information about this procedure, see Re-signing the Apple iOS client application for Enterprise distribution.

Integration of BMC Digital Workplace Catalog with Remedy with Smart IT

Starting with BMC Digital Workplace Catalog version 18.05, Smart IT administrators can enable BMC Digital Workplace Catalog integration. This integration enables the BMC Digital Workplace Catalog service requests to be displayed in the Smart IT application as Digital Workplace requests. End users can now submit comments and attach files to the BMC Digital Workplace Catalogservice requests that are built on Remedy with Smart IT services. For more information about this enhancement, see Integrating BMC Digital Workplace Catalog service requests with Remedy Smart IT.


Configuring BMC Remedy Single Sign-On integration with BMC Digital Workplace Catalog

Starting with BMC Digital Workplace Catalog version 18.05.00, you can use a command, configure_rsso.sh, to configure BMC Remedy Single Sign-On integration with the BMC Digital Workplace Catalog server.

For more information, see Configuring BMC Remedy Single Sign-On integration for BMC Digital Workplace Catalog.

Integration with external systems supporting Asset Management

Starting with 18.05.00, BMC Digital Workplace Catalog supports integration with external systems, such as Remedy Asset Management, that support management of assets. This integration provides end users with additional capabilities for accessing and using assets entitled to them. When assets are entitled to end users, they can access them from their My Stuff page.

The following enhancements have been implemented to support the new Asset Management functionality:

Asset Management configuration options

Before end users can use assets from external systems, the catalog administrator must configure which items end users can access on their My Stuff page.

The catalog administrator can enable and disable the generation of service requests and assets on the My Stuff page from BMC Digital Workplace Catalog Application Settings > Asset Management.

For more details about Application Settings, see Configuring services and assets to be available on the My Stuff page.

Asset groups management

Asset groups are required for displaying and organizing assets and service requests on the My Stuff page. The Asset Groups page was added to support new management options for asset groups.

From the Asset Groups page, catalog administrators can add, modify, and configure existing asset groups. They can also export an asset group to a local file, and import an asset group from a local file.

For more details about creating and configuring asset groups, see Managing asset groups.

Information collection from external assets

The Asset External ID process variable was added to capture information from assets available in the external systems. See Process context variable parameters reference for more details.

Catalog administrators can use the Asset External ID to create an action trigger for a questionnaire. Therefore, when an end user requests an action associated with the asset from the My Stuff page, the responses to the questions are prepopulated with answers from the external asset. For details about how to create such a questionnaire, see Creating a questionnaire with answers prepopulated from an external asset form.

Service actions enhancements

Service actions includes the following enhancements:

Assets mapping support

The Action Options pane now has a new Asset Mapping option:

From the Asset Mapping pane, catalog administrators can associate a service action with one or or more of the following items:

  • Asset classes retrieved from selected connections (new in this release)
  • Services
  • Service categories.

For more details about managing service actions, see Associating a service with service actions.

Export and import of service actions

Starting with version 18.05.00, catalog administrators can easily export a service action from the BMC Digital Workplace Catalog, and save it to a local machine. They can also import a service action from a local file to the BMC Digital Workplace Catalog.

Service actions are exported and imported as zip files.

Statuses of service action requests

When end users complete action requests, they can see on the service request tiles whether the requests have been successfully submitted. A corresponding status (submitted or failed) is displayed on the service request tile:

My Stuff page updates

In version 18.02.00, the My Stuff page displayed completed service requests that had service actions associated with them,  and service categories—containers for grouping service requests that have the same service type associated with them. For more details about configuring items, see Configuring services and assets to be available on the My Stuff page.

With version 18.05.00, the My Stuff page has been enhanced to support the following updates:

Service requests and assets

End users can use the My Stuff page to access not only completed service requests but also assets retrieved from external systems that support Asset Management, such as Remedy Asset Management. They can also perform some actions with the assets that they are entitled to use. For details about how to display services and assets on the My Stuff page, see Setting up the My Stuff page.

Assets and service requests displayed in asset groups

Services and assets on the My Stuff page are displayed in categories.

In version 18.02.00, categories were automatically generated based on the service category to which service requests belonged. Starting with version 18.05.00, categories are automatically generated on the My Stuff page based on asset groups to which service requests and assets belong. For more details about this update, see Setting up the My Stuff page.

Automatic deletion of service requests from the My Stuff page

In version 18.02.00 and earlier, service requests were removed from the user's My Stuff page only if a catalog administrator performed any of the following tasks:

  • Deleted all service actions from a service that is associated with a service request.
  • Deleted a service associated with a service request.

With BMC Digital Workplace Catalog 18.02.00.001 and later, catalog administrators and internal service suppliers can configure a workflow attached to a service action to remove a service request from the My Stuff page. The following updates have been made to support this use case:

  • The My Stuff Remove workflow action was added; it must be included in a workflow associated with a service action to remove a service request from the My Stuff page. See Workflow designer elements overview for more details.
  • The My Stuff Item group of process context variables was added; it needs to be added to process input of the workflow that uses the My Stuff Remove action. See Process context variable parameters reference for more details.

For more information about this feature, see Designing a workflow to remove a service request from the My Stuff page

Amazon Web Service Catalog Integration Service connector

AWS Service Catalog connector has been implemented in version 18.05.00 to support integration with Amazon Web Service (AWS) via BMC Integration Service. After configuring the AWS Service Catalog connector, catalog administrators and internal service suppliers can import services from the AWS Service Catalog. The imported services include the original workflows and questionnaires, and catalog administrators can easily modify these services as necessary, and publish them to end users.

For more information about this connector, see AWS Service Catalog connector.

Workflows enhancements

With this release, workflows management options were enhanced to support the following updates:

  • In earlier versions of the BMC Digital Workplace Catalog, workflows of imported services could be viewed only in JSON view. With version 18.05.00, workflows imported from external systems are now available in the UI view. For more information, see Integrating Remedy applications with BMC Digital Workplace Catalog.

  • In earlier versions of the BMC Digital Workplace Catalog, catalog administrators could not check which items were associated with a workflow when they were about to delete a workflow. With version 18.05.00, they can find out which services, bundles, service actions, and questionnaires are associated with a workflow.

    When they are about to delete a workflow, they can save a CSV file that contains a summary of items associated with the workflow. They can review which items are associated with a workflow, and make the required changes: remove workflows from the services, bundles, or service actions, or unpublish the affected services and bundles. For more details about this update, see Exploring the workflow designer.

  • (Upgrade only) The new workflows have been created with unique names so that they do not conflict with your existing workflows. If you configured a system to return a response in an earlier version of BMC Digital Workplace, BMC recommends you to delete or disable the existing workflows because they perform the same function as the new workflows.
  • The Send Email workflow action was implemented to support import of services from the AWS Service Catalog connector. For more details about this action, see Workflow designer elements overview.

Importing localized services

With BMC Digital Workplace Catalog 18.02.00.001 and later, you can export a service or a bundle for translation, and then import the translated service or bundle back to the catalog. This option provides the ability to easily localize a service or a bundle, and reduce time and expenses by avoiding manual editing of the required fields. For more information about this option, see Localizing services and bundles by using export and import.

Shopping cart enhancements

In the earlier versions, end users could add services from the enhanced catalog to the shopping cart, and start the request at a later time. The shopping cart retained information that the user had previously submitted or started to fill out.

With 18.05.00, in addition to the ability to add items to the default current shopping cart, end users can save current shopping carts for later, so that they are able to complete the saved shopping cart requests at a later time.

Default shopping cart

The services and bundles added to the default shopping cart are displayed in the Your items category.

After end users add items to the default shopping cart, they can interact with their saved items as follows:

  • Add a description of the default shopping cart by clicking + Add description.
  • Start the shopping cart check-out procedure by clicking Begin request.
  • Save all items in the cart for later by clicking Save all items.
  • Save all items in the cart for later even if the end user already started the check-out procedure by clicking Save all for later.

When items are saved for later, the default shopping cart is emptied.

Saved carts

After end users save a shopping cart, they can interact with their saved shopping carts as follows:

  • Move the items from the saved shopping cart to the default cart by selecting More actions > Move to Cart.
  • Continue the saved request by clicking Continue request.
    This action changes the saved cart to the default cart. The original default cart moves to the Saved carts section, so that it can be continued later.
  • Delete the saved cart by selecting More actions > Delete.
  • Edit the description of the saved cart.
    The default description of the saved shopping cart includes names of the services and bundles that are added to the saved cart.

Note

Shopping carts that are saved for later are available only on the Universal Client and are not available for mobile clients.

Navigation enhancements for categories in BMC Digital Workplace

Starting with BMC Digital Workplace 18.05.00, the design of the Catalog page is updated to provide convenient navigation experience. The Browse categories section now clearly indicates the three levels of categories and provides the ability to easily find a service or a catalog item by category.


Browse categories section


Navigation menu

Catalog page view and Full page category view enhancements for categories in BMC Digital Workplace

In earlier versions of BMC Digital Workplace, the BMC Digital Workplace administrator could configure the layout of a section displayed on the Catalog page by adjusting the number of services, size of the tiles, and the sort order. Starting with 18.05.00, the BMC Digital Workplace administrator can also adjust the size of the tiles for the following views:

Full page view of sections

End users can view a section from the Catalog page and from the Full page view:

Predefined service category view

End users can view predefined categories by selecting Catalog > Browse categories, and browsing for a category.

By default, the size of service request tiles that are displayed in categories is small.

The Catalog Settings option was added to support the Full page category configuration settings:

For more information about how to configure the size of the service tiles on the Catalog page, see Setting up sections in the Catalog.



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