| Provider's name | Integration with | Functionality provided | Notes |
|---|
| CLM cloud services pluggable provider | BMC Cloud Lifecycle Management | Access to BMC Cloud Lifecycle Management data and operations. | To configure, enter the following information: - clm.rest.uri—The URL to the BMC Cloud Lifecycle Management server.
- super_user.key—The superuser password to access BMC Cloud Lifecycle Management.
- clm.catalog.search.disabled—Select this check box if you want to disable searches in the BMC Cloud Lifecycle Management catalog.
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| Exchange pluggable provider | Microsoft Exchange server | Allows assets and rooms to be reserved. Displays the availability status on the profile page of the Universal Client. | To configure, enter the following information: - Login—Use any Exchange user who has access to viewing other user and room schedules and who can schedule rooms.
- Password
- URL—Use the URL to access the Microsoft Exchange web service, which uses the format of https://mail/ .domain.extension/EWS/Exchange.asmx.
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| HRCM knowledge pluggable provider | BMC Remedy HR Case Management | Upload HR knowledge articles to BMC Digital Workplace from the BMC Remedy HR Case Management application. | To configure, enter the following information:
- AR hostname—Specify an AR hostname here.
- AR port—Specify an AR server port here.
- AR password.
- Collect performance statistics—Select this check box if you want to gather performance data.
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| HRCM service catalog pluggable provider | BMC Remedy HR Case Management | Creates cases using the HR solutions from the BMC Remedy HR Case Management application. | For eForms to work in BMC Digital Workplace, you must specify the BMC HR Case Management midtier URL in the Midtier URL field, update the settings, and reload the providers. To configure, enter the following information:
- AR hostname—Specify an AR hostname here.
- AR port—Specify an AR server port here.
- Midtier URL—Specify a Mid-tier base URL here.
- AR password.
- useExternalIcon—This flag works only for SRDs that do not have icons specified in BMC Helix Digital Workplace. If the flag is set to true, the icons for SRDs are taken from BMC Service Request Management. If the flag is set to false, the default icons are used.
- Collect performance statistics—Select this check box if you want to gather performance data.
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| HRCM user details pluggable provider | BMC Remedy HR Case Management | Synchronizes user information from the BMC Remedy HR Case Management to MyIT. | Important: Enable this provider only if the BMC Digital Workplace server is not integrated with BMC Remedy ITSM. To configure, enter the following information:
- AR hostname—Specify an AR hostname here.
- Check password expiration—Select this check box if you want to verify the validity of your password.
- AR port—Specify an AR server port here.
- AR password.
- Collect performance statistics—Select this check box if you want to gather performance data.
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| LDAP pluggable provider | LDAP | LDAP authentication. Activates the broadcasts and notifications with uploaded groups of the users. | If you enable the LDAP provider, make sure that the Group provider is disabled. |
| Group pluggable provider | BMC Remedy AR server | Activates the broadcasts and notifications with uploaded Remedy AR groups of the users. | If you enable the Group provider, make sure that the LDAP provider is disabled. |
| RKM pluggable provider | BMC Knowledge Management | Searches for knowledge articles in the BMC Knowledge Management database. | To retrieve knowledge articles, you must also enable the ITSM Knowledge pluggable provider. To configure, enter the following information: - Port—Enter the port value.
- Application password.
- Hostname.
- RKM templates—To use a custom template along with the predefined templates, add the template (for example, RKM:CustomTemplate template) to the RKM templatessetting.
- rkm.searchResultOption—This setting affects the Similar articles section displayed to the right of the knowledge article. For similar articles, the search term is the original article title. The following options are available:
- words—The preview excerpt shows the words surrounding the search term (words in the original article title).
This option is equivalent to the Words Around Hits option in BMC Knowledge Management. - excerpt—The preview excerpt is from the start of the article.
This option is equivalent to the Excerpt option in BMC Knowledge Management.
For more information about the search result options, see https://communities.bmc.com/docs/DOC-32647 in BMC Communities. - use.must.have.search.term—This flag is set to false by default.
When the flag is set to false, a search returns knowledge articles that include at least one of matched search keywords. When the flag is set to true, a search returns knowledge articles that have all search keywords in their metadata. |
| System management pluggable provider | None | Maintenance of the BMC Digital Workplace. | Not applicable. |
| CMDB pluggable provider | BMC Atrium CMDB | Imports assets from the BMC IT Service Management application with CMDB queries. For more information on importing CMDB assets, see Managing assets on floor maps. | Most of the provider settings are predefined and do not need to be updated to fit the environment. Update the following settings with your values: - cmdb.url—The BMC AR System server name
- cmdb.auth.pswd—The BMC AR System application password
- cmdb.port—The BMC AR System server port to be used
The following settings are predefined mappings of BMC Digital Workplace asset fields and BMC Atrium CMDB attributes, which are used when importing assets: - cmdb.query.dataset—The BMC Atrium CMDB dataset (BMC.ASSET) of production, or master, asset data that has been normalized and reconciled.
- cmdb.query.description—The asset description. By default, this is mapped to the ShortDescription attribute.
- cmdb.query.attr.email—The email address for an asset, such as a conference room, which is used to reserve through Microsoft Exchange. By default, this is mapped to the Email attribute.
- cmdb.query.attr.name—The name of an asset, which is displayed in map pins and the asset's profile. By default, this is mapped to the Name attribute.
- cmdb.query.attr.capacity—The capacity for a conference room asset. By default, this is mapped to the Room attribute.
- cmdb.query.attr.id—The unique identifier for an asset. By default, this is mapped to the InstanceId attribute.
- cmdb.query.name—The unique name of an asset. By default, this is mapped to the Name attribute.
- cmdb.query.attr.location—The unique location of an asset. By default, this is mapped to the Site attribute.
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| SRM pluggable provider | BMC Service Request Management | Creates inicidents using the service request definitions (SRDs) from the BMC Service Request Management application. | Most of the provider settings are predefined. You can update the following settings as needed: - Mid Tier URL—This field refers to BMC Remedy Mid Tier for BMC Service Request Management.
- skip.fulfillment—If some of your service requests do not use fulfillment, leave this value as true. If the value is set to false, BMC Digital Workplace requires fulfillment to be set by all service requests from BMC Service Request Management.
- useExternalIcon—This flag works only for SRDs that do not have icons specified in BMC Digital Workplace. If the flag is set to true, the icons for SRDs are taken from BMC Service Request Management. If the flag is set to false, the default icons are used.
- Open AIF in new window—If the flag is set to true, service requests of the type AIF open in a new window or tab. If the flag is set to false, the requests open in an iframe.
Search settings: - use.and.search.logic—This flag is set to false by default.
When the flag is set to false, a search returns services that include at least one of matched search keywords. When the flag is set to true, a search returns services that have all search keywords in their metadata. - search.by.answer.enabled—When this flag is set to true, end users can search for their service requests by submitted answers.
- max.search.weight—Allows SRD results to be on top of all the results returned by search. This parameter is set to 100 by default.
- use.fts.weight—Defines the sequence of SRD results appearance. This flag is set to false by default. When the flag is set to false, the search returns SRDs that are requested more frequently compared to other SRDs. When the flag is set to true, the search returns SRDs, the titles of which better correspond with the search query.
- search.only.active.approvals—If this flag is set to true, only active approvals are searched. If this flag is set to false, both active and inactive approvals are searched.
- search.approvals.created.since.months—Specify the integer value to indicate the number of months. For example, if the value 3 is set and today is 4/19/2020, the active and inactive approvals created on/after 1/19/2020 are searched.
Settings for service requests with On Behalf Of feature: - obo.enabled.for.all— If this flag is set to false, the rules set in BMC Service Request Management for On Behalf Of requests are used. In addition, BMC Digital Workplace users can search for the Requested for user by either first or last name, but not by full name.
If this flag is set to true, any employee can create a request on behalf of any other employee.
Because a different search is performed for the Requested for user, users can search by full name, in addition to first name, last name, or email address. If your organization has over 50,000 employees, setting this flag to true can improve BMC Digital Workplace performance. - obo.search.transformSearchTermCase—Defines if search is case sensitive in the Request as Someone else dialog box. Enter one of the following values:
- Upper lower—The search is case sensitive.
- None—The search is case insensitive.
- obo.search.prefixWildcard—Defines whether end users can search by a partial phrase match in the Request as Someone else dialog box.
If the setting is enabled, the search returns all keywords that contain the search term. For example, a search with "ary" as a search term returns all results with "ary" at any position of a search keyword (Mary, Laryl, Aryin).
If the setting is disabled, only results with the searched symbols at the beginning of the search term are returned (Aryin).
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| BPPM pluggable provider | BMC ProactiveNet BMC TrueSight Operations Management | Uploads the services from the BMC TrueSight Operations Management application (formerly called BMC ProactiveNet). | Update the URL with the BMC TrueSight Operations Management service URL in the format:
http://server:port/imws/services/ImpactManager |
| User Details pluggable provider | BMC Remedy IT Service Management | Select this provider to synchronize user information from the BMC Remedy IT Service Management to BMC Digital Workplace. | You can configure the User Details Pluggable provider in User Details Pluggable Provider Settings: - Select the Check password expiration check box if you want to verify the validity of your password.
- Select the collaborators.org.restricted check box if you want to restrict the list of collaborators to only users of the specific ITSM company and ITSM organization an end user belongs to.
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| Business workflows pluggable provider | BMC Helix Business Workflows | - Ability for an employee to create service requests that are managed in BMC Helix Business Workflows.
- Ability to review a service request status that reflects the corresponding case status from the native application
- Ability for agents to manage cases for service requests from a single application.
| Configure the following information: - innovation_suite.url—Use the URL to access the BMC Helix Business Workflows web service that uses the format of http://clm-pun-t122fo.bmc.com.
- innovation_suite.port—Enter the port value.
- innovation_suite.system_user—Enter the name of the system user.
- innovation_suite.system_password.
- innovation_suite.tenant_name—Enter the name of the tenant.
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