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.

Setting up service requests through BMC Service Request Management



To create a service catalog, BMC Digital Workplace pulls in services, apps, VMs, and other resources available to employees from different sources, including BMC Service Request Management. To set up service requests from BMC Service Request Management, you must perform the tasks described in this topic.

Related topics

Support for service request definitions from BMC Service Request Management

Creating service request definitions: Basic configuration in the BMC Service Request Management documentation

Registering AIFs in the BMC Service Request Management documentation

To verify the integration with BMC Service Request Management

During installation, BMC Digital Workplace is integrated with BMC Service Request Management. You can verify and configure the integration by performing the following steps:

  1. Select Configuration on the BMC Digital Workplace Admin console.
    The Configuration page displays the Application Features tab.

  2. Click in the SRM pluggable provider row (it is selected by default), and scroll down to view the server provider information: 

3. Сomplete the following fields:

    • max.search.weightConfigures the maximum weight of the SRD result.
    • use.and.search.logicSelect this check box if you want to see the requests with particular queries.
    • obo.search.transformSearchTermCaseConfigures the upper or lower case of the SRD search result. 
    • obo.enabled.for.allSelect this check box to request for other users.
    • skip.fulfillmentSelect this check box to create a fulfillment entry. 
    • Midtier URLThe URL for setting up AIFs. 
    • obo.search.prefixWildcardConfigures the search prefix for the SRD search result. 
    • Open AIF in new windowDetermines whether an AIF opens in a new window or tab or in an iFrame.
    • search.by.answer.enabledSelect this check box to search by answers. 
    • useExternalIconDetermines whether the icons for SRDs are taken from BMC SRM or default icons are used.

4. Click Update Settings and then Reload Providers. 

To set default service requests

  1. From the BMC Digital Workplace Admin console (http://server:port/dwp/admin), click Service Requests.
  2. Click Default Service Request.
  3. Assign SRDs to three different defaults:
    • Default Service Request—Used when creating asset actions and service actions. When you set the action's Type field to Default request, the SRD assigned as the Default Service Request is used. If a default request is set for an asset or service, the user sees the action button in the profile of the service or asset. The user can click the action button to create a request.
    • Default Request SRD—Used when appointments are set to create service requests and a user creates an appointment.
    • Default Incident SRD—Used when appointments are set to create incidents and a user creates an appointment.

SRDs specifically for use with BMC Digital Workplace can contain any number of fields, and each field can be set with a default value. However, the Superbox simplifies request entry. From the Superbox, when BMC Digital Workplace triggers an SRD, BMC Digital Workplace can populate only one required field. For the Default Request SRD and the Default Incident SRD, only one of the fields in the SRD can be set as a required field.

Best Practice

BMC recommends you set the Description field as the required field. If the SRD contains more than one required field, the request will fail.

To configure categories for requests  

  1. On the Service Requests tab of the BMC Digital Workplace Admin console, click Category and Requests properties (under Configure).
  2. To configure the properties of a category or request, select a category from the SRD Categories list (or use the Search box to find specific categories or SRDs) and perform one of the following actions:
    • For a category—Continue to step 4.
    • For a request—Select the request from the Available Requests box.
  3. Perform one or both of the following actions:
    • To hide a request so that it is unavailable in the end user console, select it in the Available Requests box and clear the Show request in client apps check box.
    • To hide multiple requests, select them in the Available Requests box and select Hide requests in client apps.
  4. In the Properties area, change the icon for the selected category or request: 
    1. Click Change.
    2. Select a new icon from the Select Icon dialog box.
  5. Click Save Request.

To set up the Quick Pick list

The Quick Pick list is the list of services available to BMC Digital Workplace users. The list is displayed as items on the Catalog tab. BMC Digital Workplace administrators can choose which services are shown by default based on most-requested services and other criteria.

To automatically calculate Quick Pick list requests

You can allow the Quick Pick list to be automatically calculated based on the popularity of particular requests.

  1. On the Service Requests tab of the BMC Digital Workplace Admin console, click Quick Pick List.
  2. Select Use Popular Requests from BMC Service Request Management.
  3. To designate how many of the automatically calculated requests are displayed in the end user console, adjust the number in the Show top x requests field. 
    These requests are filtered by Problem or Other, depending on the section they are in.
  4. To view the calculated list, click Show List.
  5. Click Save.

To manually select Quick Pick list requests

By browsing or searching available request types and adding them to the Quick Pick List pane, you can build the Quick Pick list with as many selections as needed and arrange the order in which the requests are displayed.

  1. On the Service Requests tab of the BMC Digital Workplace Admin console, click Quick Pick List.
  2. Select Use Selected Requests.
  3. From the Categories with SRDs list, select the request category to display the requests in that category (or use the Search box to search for specific categories or SRDs).
    If a service request is dimmed, it is already in the Quick Pick list.  
  4. Select one or more requests and click Add to Quick Pick List.
    The selected requests appear in the Quick Pick List box.
  5. Repeat for additional requests to build the Quick Pick list.
  6. As needed, rearrange the order of requests in the Quick Pick list by using the Move Up or Move Down buttons.
  7. Click Save.

Configuring AIFs for BMC Digital Workplace

Advanced Interface Forms (AIFs) and dynamic queries are supported. Consider these tips:

  • AIFs are cross-launched from the BMC Digital Workplace application to the BMC Remedy Mid Tier server.
  • AIFs are loaded directly from BMC Remedy Mid Tier and submitted to BMC Service Request Management. 
  • AIFs can be launched only from BMC Digital Workplace end user console in a desktop browser. AIFs cannot be launched from mobile device clients for BMC Digital Workplace.  
  • Dynamic queries are loaded into BMC Digital Workplace.


Best Practice

So that users do not need to re-authenticate when transferring between servers, BMC recommends that you implement BMC Remedy Single Sign-On with BMC Remedy Mid Tier and BMC Digital Workplace.

The following video (4:19) demonstrates how to configure AIFs for launching from BMC Digital Workplace.

Note

The following video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.


https://youtu.be/G3BLaMV15rk

To configure AIFs for BMC Digital Workplace

Before configuring AIFs for BMC Digital Workplace, make sure your AIFs are set up and working in BMC Service Request Management. See Registering AIFs in the BMC Service Request Management documentation.

  1. In the BMC Digital Workplace Admin console, click Configuration > Application Features.
  2. Click in the SRM pluggable provider row (it is selected by default), and scroll down to view the server provider information. 
  3. Set Midtier URL to arsys, without a trailing slash character ( / ).
  4. Click Update Settings and then Reload Providers.

Related videos

The following videos demonstrate how you can configure BMC Service Request Management approvals and view the approval requests in BMC Digital Workplace.

Note

The videos show an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.


VideoDescription

https://youtu.be/dw-J9aiZlTU

This video (4:55) is Part 1 of the two-part video series. In this part, you can see how to configure the Manager and Person types of approvals.


https://youtu.be/m9hphiji4zQ

This video (3:41) is Part 2 of the two-part video series. In this part, you can see how to configure the Group and Custom types of approvals.


Where to go from here

Setting up sections in the Catalog

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