This documentation supports the 19.08 version of BMC Digital Workplace Advanced.

To view an earlier version, select the version from the Product Version menu.

19.08 enhancements

This section contains information about enhancements in version 19.08  of BMC Digital Workplace.


Enhancements in BMC Digital Workplace

The following list of enhancements has been added to the BMC Digital Workplace Admin console that impacts the end user console.

Manage services for your customers

As a service provider who manages services for multiple companies, you can enable a mode that enables you to add and manage your customers in BMC Digital Workplace Catalog. After adding your customers in BMC Remedy ITSM, the catalog administrator can add customers and services in BMC Digital Workplace Catalog. The catalog administrator can also assign customer administrator privileges to users that belong to various customers, who then entitle services to their users. End users of your customers can then request for the services added and entitled to them. For more information, see Managing customers.

Credit management

As a service provider, you can enable the managed service provider mode to use a currency-agnostic approach to assign costs to individual services. You can then assign a credit limit to each of your customers, which they can monitor. They can also request for additional credits, if required. Catalog administrators can change the default currency system to the credit system to enable the global credit-based price setting for all services in BMC Digital Workplace Catalog. For information about how to enable the credit system, see Enabling credit management.

Active events filtering

In the BMC Digital Workplace end user console, users can filter the active events by selecting the Requests, Approvals, or Appointments filters. The end users of BMC Digital Workplace can also filter active events by keywords search that is analogous to Global search. The option is available in the List View only. The feature is not available for mobile devices.

For more information about Search, see How search works in BMC Digital Workplace.

Enhanced page view for Active and Past events

In the BMC Digital Workplace end user console, users can experience a more helpful page layout by adjusting the page size to 10, 25, 50, 100 items. The adjusted page persists throughout a session. If a user logs out and logs in, the page displays the default of 10 items. For Active events, the feature works in the List View only. For Past events, the option is always available. The feature is not available for mobile devices.

Default language and language toggle for end users

BMC Digital Workplace administrators can set a default language to display content for end users.



In the BMC Digital Workplace end user console, end users can override the default language and select a language of their choice.

For more information, see Setting a language for your end users.


Enhancements in BMC Digital Workplace Catalog

The following list of enhancements has been added to BMC Digital Workplace Catalog.

Questions Designer enhancements

Questions Designer has been enhanced as described in the following sections.

Password Field enhancements

While designing a questionnaire in BMC Digital Workplace Catalog, you can set up regular expressions for the Password Field form element type.

This enables you to define a required password schema and validate the responses that the end users provide to questions when they request services in BMC Digital Workplace.

For more information, see Adding questions to a questionnaire.

Text Field enhancements

In the Text Field form element configuration, the following options are added to the Context Variable list:

  • Requested For Login Name
  • Requested By Login Name

For more information about this functionality, see Creating questions with default responses.

New form element for numeric inputs

Question Designer has been enhanced with the new Counter form element type.

This question type is displayed to an end user as a field where the user can click down and up inside the question border to select a value from the drop down list, or type the allowed numeric value.

When you import an SRD (from BMC Service Request Management) with a questionnaire that has question of a range type, these questions will be mapped to the counter question type after import.

For more information about this question type, see Adding questions to a questionnaire.

Conditions across questionnaire pages


When end users request a service in the BMC Digital Workplace end user console, they might have to answer questions on several pages. By using conditions, you can add dependencies to the questions that appear on subsequent pages based on the users' responses. (In previous versions, the functionality worked only on conditions for questions on the current page.)

Here is an example of how this works. In BMC Digital Workplace Catalog, an administrator sets up a questionnaire for a VM service request with these pages: General, Hardware, Operating System, Storage, and Network. The catalog administrator adds a question about platforms on the General page. Then, on the Hardware page, the administrator adds a question with a condition so that a particular response to the question about platforms causes the new question to appear on the Hardware page. On the Operating System page, the administrator also adds a question with a condition related to the question about platforms. When the end user requests the service and answers the question about platforms on the General page, the conditional questions are displayed on the Hardware and Operating System pages.

For information about configuring these types of questions, see Building conditional questionnaires.

Enhancements in BMC Helix Chatbot

The following list of enhancements has been added to the BMC Helix Chatbot that impacts the BMC Digital Workplace end user console.

Ability to rate the most relevant knowledge articles

After the chatbot uses cognitive search, identifies the intent of the user, and displays snippets from the relevant knowledge articles as search cards, the users can rate the knowledge articles that are displayed in a carousel or by opening a knowledge article based on the content. These rating details are then sent to the cognitive service to retrain IBM Watson Discovery to display the most relevant knowledge articles.

Ability to access your asset or MyStuff information from a chat conversation

From a chat conversation, users can now access their asset or MyStuff information stored in BMC Helix Digital Workplace Advanced. In a chat conversation, users can view their assets and take actions on them, for example, request for an asset repair, report an issue, and so on.

For more information, see BMC Helix Chatbot 19.08 enhancements .

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

Comments