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.

Enabling end user features


Within BMC Digital Workplace, you can enable and disable features that you might not want to use immediately in your deployment.You can also configure the settings for features such as the Contact IT button and Virtual Chat cross-launch.

Features

You can enable or disable the following features:

FeatureDescriptionAdditional configuration
Appointments

Allows end users to schedule appointments with the help desk.

You configure this feature on the Help Desk tab of the BMC Digital Workplace Admin console. See Setting up calendars.

ApprovalsAllows end users to approve requests for which they are approvers. This feature includes several types of approvals, and the administrator can disable any type of approval.

Approvals are set up through the BMC Approval Server and BMC Remedy ITSM applications. If you have a BMC Digital Workplace server cluster, you must configure one server as the master server. Notifications are sent by the master server. To configure the master server, in the connect-dwp.properties file on that server, set master.server to true.

  • To enable the password confirmation, in the Process Definition form of Remedy ITSM (Quick links > Approval Administration Console), the administrator must select Yes in the Require Password? field.
  • To make the comment field required when a service request is rejected, in the Process Definition form of Remedy ITSM (Quick links > Approval Administration Console), the administrator must select Yes in the Require Justification on Rejection field.
Approvals reassigningThe reassigning feature can be enabled or disabled for all types of approval requests. Additionally, the administrator can enable or disable requesting users' passwords as a confirmation for reassigning approvals.

To enable the reassigning of approval requests, in the Process Definition form of Remedy ITSM, the administrator must select Yes in the Can Reassign? field of the corresponding process.

Approver Details Allows end users to see the approver name and approval status in the request details.

Catalog

Enables the Catalog from which users can make requests.

You can configure the Catalog requests and knowledge articles from a variety of sources. The catalog can include:

  • Requests from IT and HR
  • Items from BMC Digital Workplace Catalog
  • VMs from BMC Cloud Lifecycle Management
  • Knowledge articles from IT and HR.

To configure the Catalog, see Setting up sections in the Catalog.

Note: The Appointments feature depends on the self-service features, and the Catalog tab must be enabled to enable Appointments.

Catalog Ratings and ReviewsEnables users to rate and review catalog requests.See Setting up satisfaction surveys.
Collaborators

Enables collaboration on service requests in BMC Digital Workplace. When the setting is enabled, all users in your organization can add collaborators to their service requests.

For details about service requests collaboration, see Collaborating on service requests.
Contact IT buttonEnables the Contact IT button on the Catalog tab. Show contact information for key departments or personnel in your IT resource pool.

To configure the information displayed when users click Contact IT, see Setting up phone contacts and the Contact IT button.

Note: The Contact IT button is available on the Catalog tab.

Crowd Sourced AssetsAllows end users to create assets from a floor map, including setting their name, type, description, and location. This change does not affect users' ability to check in or make reservations for an asset.You must also allow users to create assets for each asset type. For more information about allowing users to create an asset type, see Adding and editing asset types.
Custom Page (Page Builder)Enables the custom page builder. You can also set the custom page as the landing page.See Building a custom page for end users.
Enhanced Catalog

Enables integration with BMC Digital Workplace Catalog.

You must also configure details about the integration. See Enabling and configuring the enhanced catalog for BMC Digital Workplace.
In-app NotificationsEnables the bell notification icon.No additional configuration.
Include request ID on 'Request Again'Enables the original request ID to be included in a new request that is generated when a user selects Request Again.No additional configuration.
Knowledge Article FeedbackAllows users to add feedback for knowledge articles.See Enabling self-service in an organization.
Location

Enables features linked to the Location Management tab of the BMC Digital Workplace Admin console.

See Setting up locations.
My Activity

Enables the My Activity page in BMC Digital Workplace. The My Activity page includes the Global search, active events, and past events.

To configure the default request for use in the Global search, see Setting the default service request definitions for BMC Digital Workplace.
My Stuff

Enables the My Stuff tab. This tab lists the services that the self-service user is following and displays the health of these services. This tab also displays the self-service user's requested items that come from BMC Digital Workplace Catalog.

See Setting up service health items and Enabling and configuring the enhanced catalog for BMC Digital Workplace.
Notification Settings for Requests Enables the notification settings that allows users to turn notifications on and off.See Configuring email notifications.
PostsEnables the ability to add social posts.See Managing social posts.
Priority Label for Requests/Approvals Enables the priority labels on requests and approvals.No additional configuration.
Reopen RequestEnables the Reopen Request button for completed requests.No additional configuration.
Request Again Enables the Request Again button for completed requests.No additional configuration.
Service Health

Enables features linked to the Services tab of the BMC Digital Workplace Admin console. Self-service users see service health on the My Stuff tab of the BMC Digital Workplace end user console. If you enable Service Health, to make this information available to self-service users, you must also enable My Stuff.

See Setting up service health items.
Shopping CartEnables the shopping cart and Add to Cart option.See Requesting multiple enhanced catalog items with a cart.

Sign Out

Enables the sign-out button.No additional configuration.
Similar Knowledge ArticlesAllows end users to search for similar knowledge articles.See Enabling self-service in an organization.
Social ActivitiesEnables social activities.See Managing social posts.

User Profile Data Editing

Allows end users to update their work email and work phone number from their profile on BMC Digital Workplace.

If this option is selected, the work email and work phone updated in the BMC Digital Workplace profile are synchronized with the CTM:People form. If this option is not selected, the work email and work phone number are read-only.

Regardless of this setting, end users can add other profile data, such as additional email addresses and phone numbers.

No additional configuration required.

The following video (3:10) demonstrates how you can enable end users to update their details from their profile on BMC Digital Workplace.

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 UI, the overall functionality remains the same.

https://youtu.be/PBYAQ4OU-ys

Virtual Chat

Allows end users to launch BMC Virtual Chat from BMC Digital Workplace.

You configure this feature on the Virtual Chat Configuration tab.

To change client features and landing page

  1. From the BMC Digital Workplace Admin console (http://server:port/dwp/admin), go to Configuration > Application Features.

  2. To choose which options are enabled or disabled, select or clear the associated check boxes in the Features table.
    The options are automatically saved.
  3. To choose the landing page, select the associated radio button in the Set as landing Page column of the Features table.

Note

If a client feature is enabled or disabled, users must restart the client application.

To enable session persistence for mobile clients

Enabling session persistence helps you improve the user experience for end users using BMC Digital Workplace on mobile devices (Apple iOS or Google Android). By setting up session persistence, you are saving your session cookies. So, if an end user's mobile device restarts (for example, due to the vendor software upgrade), the end user does not need to repeatedly log in to access the BMC Digital Workplace application.

  1. Navigate to tomcat_home/external-conf/ .
  2. Open the connect-dwp.properties file.
  3. Delete the comment tag for:

     # sessionCookiePersistenceEnabled=true 
  4. Restart the Tomcat server.
    See the Sample connection properties file.
Was this page helpful? Yes No Submitting... Thank you

Comments