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.

Setting up help desk appointments

Besides helping users solve problems themselves, BMC Digital Workplace also makes it easy to get help from support, human resources, and other company staff by scheduling in-person appointments and by contacting IT.

The following video (6:30) describes how to set up help desk appointments:

Calendars for appointments

The Availability Calendar enables an administrator to set availability times and capacity so that BMC Digital Workplace users can see available time slots for requesting appointments. If you use BMC HR Case Management, you can set up calendars for HR appointments. If you use BMC Remedy IT Service Management, you can set up calendars for IT appointments. You can set up multiple calendars to reflect different campuses and situations.

Before you begin

Create the necessary assets. For details about how to add room assets, see Managing assets on floor maps.

To set up or update a calendar  

  1. On the Help Desk tab in the BMC Digital Workplace Admin console (http://server:port/dwp/admin), click Calendar Configuration.
  2. Select an existing calendar to modify, or click Add Calendar to create a new calendar.
  3. In the Appointment Will Generate section, select whether an appointment generates an incident or a request.
    Although this field is lower on the screen, this option affects other options. For an HR appointment calendar, select Request.
  4. If the appointment generates a request:
    1. From the Categories of requests list, select the category (SRM items for an IT appointment calendar or HR cases for an HR appointment calendar).
    2. From the Available requests list, select the applicable service request (for an IT appointment calendar) or HR solution (for an HR appointment calendar).
      You generate service requests (SRDs) and work orders in BMC Remedy IT Service Management. When you create a calendar, details of the appointment appear in BMC Remedy IT Service Management.
  5. In the Create Calendar or Edit Calendar area, enter or update the required information:

    FieldAdditional information
    NameYou might choose to name the calendar after the campus location (for example, San Jose) to communicate the geographical association. If you are setting up calendars for both IT and HR appointments, indicate whether the calendar is for HR or IT.
    Enable Calendar

    You might choose to disable a calendar if, for example, the location or campus with which it is associated does not use the BMC Digital Workplace calendaring system for scheduling appointments.

    Associated Location

    If you do not specify a location, specify a time zone for the calendar in the Time and duration area. To create a calendar for appointments, select a location that has Service Desk room assets associated with it.


    The location and/or time zone of the calendar is used to display the help desk appointment time to the end user. For example, if a user in Los Angeles requests for a help desk appointment in Austin, the time will be displayed in Central Time even though the user is in Pacific Time.

    Default RoomSpecify the location of the in-person help desk. To create a calendar for an appointment, select Asset, and then select one of the available Service Desk assets. To create a calendar for a room asset, select Name, and then type the default location name.
    Assigned GroupIf the appointment generates a request, this field is hidden.
    Days AvailableSelect the days that are available for appointments.
    Users can schedule appointments up to x days in advanceThe value x represents calendar days, not business days.
    Users can schedule appointments a minimum of x hour(s) in advanceThe minimum value is one hour (to prevent users from attempting to schedule appointments seconds after encountering their problems and to allow for efficient management of help desk resources).


    You cannot change Associated Location, Days Available, and the Time and Duration fields after the calendar has been created.

  6. In the Time and Duration area, specify time slot parameters.
  7. In the Email options area, specify contact email addresses and the BMC Digital Workplace email subject.
  8. Click Save.


After a calendar has been created, you cannot remove it; you can only disable it. As a result, you cannot remove a calendar that has appointment data. Changing the selections for a calendar does not change data for existing appointments.

After calendars are set up, you can add information about resource availability in the Availability Calendar page on the Help Desk tab.

To set up a weekly schedule for IT or HR staff  

  1. On the Help Desk tab in the BMC Digital Workplace Administration Console (http://server:port/dwp/admin), click Availability Calendar.
  2. From the Calendar list, select a calendar.
  3. On the Every Week Default Schedule tab, select a day of the week by clicking arrows (< and >) on either side of the displayed day.
  4. To add staff to a given time slot, select the appropriate check box and click Edit Availability.


    You can select multiple time slots to edit simultaneously, or you can select the check box at the top of the column to edit the entire day.

  5. Repeat steps 3 and 4 for the remaining days of the week.

To set up exceptions to the weekly schedule  

  1. On the Help Desk tab in the BMC Digital Workplace Admin console (http://server:port/dwp/admin), click Availability Calendar.
  2. From the Calendar list, select a calendar.
  3. Click the Specific Date tab.
    The schedule for a specific date is displayed.
  4. To select a different date, click the calendar icon and select the date in the calendar.
  5. To update the schedule for the chosen date, select the appropriate check box and click Edit Availability
  6. (Optional) Enter comments in the Notes field to keep track of your reasons for the exception.

To view staff capacity

To view how many IT or HR staff members are scheduled to work with employees and how many are free, click the Current Usage tab in the Availability Calendar page.

  • The date is displayed at the top of the calendar.
  • Time indicates the time slot for that day.
  • Staff Used indicates how many people will be busy with appointments scheduled through BMC Digital Workplace on that day at that time.
  • Staff Remaining indicates how many people are available to take appointments on that day during that time slot.
  • Total represents the total number of IT or HR staff available to take appointments on that day during that time slot.

To change your default schedule  

To change your default schedule, create a new calendar with new parameters. For example, you might need to make such a change if your Help Desk hours will change from a 9:00 A.M. start time to an 8:00 A.M. start time on the first day of the next month.

Begin this process at least N+1 days before the switchover date. N is the number of days that users can schedule appointments in advance. For example, for a 5-day lead time, perform this procedure at least 6 days (5+1) before the transition.

  1. Set up a new calendar with the new start and end times.
  2. Click Availability Calendar, and select the new calendar.
  3. Click the Specific Date tab, and manually set the availability for the first day that you want the calendar available and each business day for several days or weeks.

    The number of business days you should set is based on the lead time, and it should be several days more than the lead time. (In the 5-day lead time example, the administrator should set the availability for two weeks of business days.) You must manually define each date.

    Do not use the options on the Every Week Default Schedule tab to set up the availability for this transition process.
  4. Click Availability Calendar, and select the current calendar (the calendar you want to phase out).
  5. Click the Specific Date tab, and click Make whole date unavailable for each date you defined in step 3.

    The results is two overlapping calendars, but on the transition date, availability is turned off for the current calendar and turned on for the new one. End users can set up appointments on the current calendar up to the point when the new calendar is available.
  6. After the transition date (for example, the first of the next month) and before the lead time for the new calendar expires (for example, 5 days):
    1. Click Availability Calendar, and select the new calendar.
    2. Click the Every Week Default Schedule tab, and set the default schedule.
    3. Click Calendar Configuration, and select the current calendar (the calendar you want to phase out).
    4. Clear the Enable Calendar check box.

At this point, the older appointments on that calendar should have been completed, and new appointments should be using the new calendar.

After you have configured the calendar, end users will be able to set up a meeting. The following image shows the Appointment dialog box that is displayed after an end user clicks the Make an appointment button on the Catalog tab of the BMC Digital Workplace end user console:

Where to go from here

Setting up self-help resources

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