Upgrading BMC Digital Workplace

Upgrading to BMC Digital Workplace 19.11 restarts the BMC Remedy AR plug-in server process.

You plan to upgrade to BMC Digital Workplace 19.11 .

Before upgrading to BMC Digital Workplace 19.11 , you must upgrade to BMC Digital Workplace 18.05 Patch 1 or later.

The AppZone integration is removed when you upgrade to BMC Digital Workplace 18.05.

Review Release notes and notices.

Take a backup of the BMC Remedy AR server database, and BMC Digital Workplace database.

Ensure that all the following pre-install checks run by the installer are successful before proceeding with the installation:

• Disk space
• JAVA runtime version
• Database version
• Directory permissions
• BMC Digital Workplace installed version
• Components operation status

Installation does not proceed if the pre-install check detects inconsistencies in the required components.

Do not use Xming to install the BMC Digital Workplace server. It might not perform reliably during installation. Instead, use VNC, MobaXterm, or any other client.

After the upgrade, you might need to change the ports if you did not specify an open port during installation, or if these ports are in use. These ports are used to connect the web and mobile clients to the BMC Digital Workplace server.

Upgrading BMC Digital Workplace

This topic describes how to configure the integration of Remedy Single Sign-On with BMC Digital Workplace.

BMC Remedy Single Sign-On (Remedy SSO) authentication applies to desktop and mobile clients. When a user logs in to a mobile device, the user is prompted to enter the host name and port. If the server has Remedy SSO enabled, the mobile client opens a browser to the Remedy SSO login page. The Remedy SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.

The BMC Digital Workplace server supports user and administrator logons. Both types of logons are authenticated with BMC Remedy Action Request System (Remedy AR System). To assign BMC Digital Workplace administration permissions to Remedy AR System users, you add the users to the MyIT Admin group in Remedy AR System. The system creates this group automatically during installation.

Administrators can grant or restrict access to the areas of the BMC Digital Workplace Admin console for other administrators.

If you use BMC Service Request Management to process requests and incidents submitted by BMC Digital Workplace users, you must create a series of service request definitions (SRDs) specifically for use with BMC Digital Workplace. You configure SRDs in the BMC Service Request Management Console.

BMC Digital Workplace enables you to customize the names of items that appear on your users' desktop browsers and mobile devices. For example, you can update the name of the service desk to My Company Service Desk.

Within BMC Digital Workplace, you can enable and disable features that you might not want to use immediately in your deployment. For example, if you are not set up to support location services, you can disable that functionality. You can also configure the settings for features such as the Contact IT button and Virtual Chat cross-launch. 

You can change the settings that BMC Digital Workplace uses to connect to the following applications:

• BMC Service Request Management
• BMC Remedy IT Service Management (BMC Remedy ITSM, the enterprise application)
• BMC Remedy Action Request System (BMC Remedy AR System, dedicated to BMC Digital Workplace)

To allow BMC Digital Workplace users to accept email notifications for services, you must configure your company's mail server information and verify that users have valid email accounts with the specified server. Users can then select email notifications for specific services.

After integrating BMC Digital Workplace with BMC Cloud Lifecycle Management, BMC Digital Workplace users can view and request available VM offerings as part of the Unified Catalog. Create sections and then add BMC Cloud Lifecycle Management offerings to the section.

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. 

Self-service users use BMC Digital Workplace to open HR cases and to search HR knowledge articles. BMC HR Case Management can be installed on the same server with BMC Remedy ITSM or on a separate server.

Note: The BMC HR Case Management server requires BMC Remedy Action Request System 9.1.

Review the configuration. The BMC Digital Workplace Admin console, end user console, and Android mobile client will show location maps only if the maps license is enabled.

If you enable the integration of BMC TrueSight Operations Management, services monitored by TrueSight Operations Management are listed in BMC Digital Workplace, and the availability status is updated by BMC TrueSight Operations Management.

BMC Digital Workplace Catalog enables you to collaborate with others within your organization or external third parties, to onboard, manage, deliver, and analyze the use of IT and business services from multiple sources.

IT users access BMC Digital Workplace through desktop and through Apple iOS and Google Android mobile clients.