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

To view the latest version, select the version from the Product Version menu.

With BMC Digital Workplace and the BMC Helix Digital Workplace service, your end users can request IT, HR, and other company services through a social media-like interface. Administrators enable self-service features for end users and set up the catalog of services. 
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. 


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


DateTitleSummary
November 18, 2019Business request comment notifications sent to unintended users in BMC Digital WorkplaceFlash notification that describes how to fix an issue with comment notifications sent to unintended users in BMC Digital Workplace.
August 22, 2019
19.08 enhancements

The 19.08 release provides enhancements in the following areas:

  • Active events filtering in BMC Digital Workplace end user console
  • Enhanced page view for Active and Past events in BMC Digital Workplace end user console
  • Setting the default language for end users in BMC Digital Workplace Admin console
  • Setting the preferred language in the BMC Digital Workplace end user console.
  • Enhancement to Password Field question type
  • Enhancement to Text Field question type
  • New question type for numeric inputs
  • Enhancement to building conditional questions in the Questionnaire Designer

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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.


Features for end users

 

How end users use the product

Creating and managing the service catalog

 

Creating catalog sections, service categories, services,bundles, and banners

Configuration example >

Deploying clients

 

Rebranding and making the application available to end users

Enabling self-service in an organization

 

Configuring self-help resources, locations, and appointments

Integrating

 

Integrating with other products

Administering

 

Setting up users and groups, customizing, enabling features, sending broadcasts, and more

Troubleshooting

 

Common issues, error messages, logs, and contacting Support


Planning

 

Deployment use cases, sizing, performance, system requirements, and security

Installing

 

Performing the installation

Upgrading

 

Performing the upgrade

The Planning, Installing, and Upgrading sections are required only if you have an on-premise setup.

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.

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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 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 and additional resources


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


Frequently asked questions about BMC Digital Workplace

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 several options to change the terminology, rebrand BMC Digital Workplace, and icons. For details, see:

As an administrator, you can 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).

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 Managing assets on floor maps, BMC Digital Workplace is not integrated to update BMC 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.

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.

No. You can only install the BMC Digital Workplace Catalog on a Linux server.

Frequently asked questions about using BMC Digital Workplace on mobile devices in version 19.02.00 and later

The native mobile clients have been deprecated in this release, and replaced with new mobile client user interface. All the features are available across supported desktop and mobile devices.

No. You can use the BMC Digital Workplace app available from the App Store.

Yes. The BMC Digital Workplace app will work with BMC Digital Workplace 19.02 and later.

That depends on whether you use the BMC Digital Workplace app available from the App Store or use MDM to sign and distribute the App.

BMC will renew the certificate if you download the BMC Digital Workplace app from the App Store.

If you download and use the BMC Digital Workplace app from the App Store, you will not need to download, resign, or manage certificates for the App.

Try using the mobile browser to access BMC Digital Workplace.

If you are using an Android mobile device, you can access BMC Digital Workplace seamlessly using your mobile browser. If you are using the App on an iOS device, you must send the crash report to BMC Support.

From the popup displayed when an exception is encountered on the BMC Digital Workplace App, select the option to send the crash report to BMC. You must also record the region and time of the crash, and send it to BMC Support. If you are using a crash reporting tool for troubleshooting, you can also send the crash report recorded using that tool to BMC Support.

Tip

For additional troubleshooting information, see  Troubleshooting iOS App resigning issues .

Frequently asked questions about BMC Helix Digital Workplace and BMC Helix Remedy

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


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

Related documentation spaces

Additional resources from BMC

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

The following are the most recent official documents on the Digital Workplace community:

Could not retrieve https://communities.bmc.com/community/feeds/documents?community=3615 - Page not found.

 

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Comments

  1. Holly Mullins

    I wish there was a way that .docs would allow us to forward or share out our favorites list to specific people. I hate sending individual links via email all of the time.

    Dec 17, 2019 04:31
    1. Ravee Panjwani

      Thanks for your comment, Holly. I will share your suggestion with our infrastructure team, and get back to you.

      Thanks,
      Ravee

      Dec 17, 2019 06:37
      1. Ravee Panjwani

        Hi Holly Mullins,

        Please consider adding topics to your favorites list and exporting it to a format of your choice from this URL → https://docs.bmc.com/docs/bmc-theme/myfavorites.action.

        Hope this helps,
        Ravee

        Dec 18, 2019 02:40
        1. Holly Mullins

          Thanks...that's my current fix. It's just not as efficient as being able to share my whole scrubbed favorites list of articles specific to our operations and send a single link to the new guy that is about to get hired.

          Dec 18, 2019 05:50
          1. Ravee Panjwani

            Thanks, Holly. I apologize for the delay, but do not have a solution for you at this point. I have shared this with the infrastructure team, and will circle back as and when we have an enhancement that addresses your requirement.

            Thanks,
            Ravee

            Jan 10, 2020 09:34