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This documentation supports the 20.02 version of BMC Digital Workplace Advanced.

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

Enabling service request collaboration

As a BMC Digital Workplace administrator, you can globally enable collaboration on service requests to allow all users in your organization to add collaborators to their service requests.

The user who submits a service request can add other users as collaborators to the request, so they can view and comment on the initial request. Collaborators can also cancel the service request if required.

Collaboration on service requests is useful when an end user creates a request that impacts other users or if the user will not be available when the request is fulfilled.

For more information about this feature, watch the following video (3:32):


 https://youtu.be/0iPQVXpAzvU


Supported types of service requests

Collaboration on service requests is supported only for enhanced catalog services.

Collaboration is not supported for service request actions.

Collaborator rights and permissions

The following table describes the actions available to a service requester, OBO users, and collaborators at different stages of a service lifecycle. 


Service request lifecycle stage

Actions available for service request users


Notes

Service requesterOBO usersCollaborators
Service request checkout
  • Add to Cart
  • Request Now
  • Add OBO user
Not applicable

Not applicable

Collaborators cannot be manually added during the service request checkout.
Service request in progress
  • Cancel request
  • Add comments
  • Manage collaborators
  • Request again
  • Cancel request
  • Add comments
  • Manage collaborators
  • Request again
  • Cancel request
  • Add comment
  • View collaborators list in read-only mode
The OBO users cannot be added as collaborators to the service request.
Service request is completed or cancelled
  • Request again
  • Manage collaborators
  • Request again
  • Manage collaborators
  • View collaborators list in read-only mode
Not applicable

A service requester, OBO users, and all collaborators receive in-app notifications about all changes of the service request. Service request approvers can view the list of collaborators in the details of the service request.  

To enable collaboration on service requests

  1. Log in to the BMC Digital Workplace Admin console.
  2. Navigate to Configuration > Application Features.
  3. Select the Collaborators check box.

(Version 20.02.02 and later) To enable email and push notifications for collaborator groups

To start receiving email and push notifications, members of the collaborator group must enable the Email and Push toggle key by going to Preferences > Notification settings. The service requester must select the Shared requests check box. Collaborators do not receive a notification that a service request has been shared with them. Only the service requester receives a push or email notification that the request has been shared with N collaborator groups and/or N individual users. Apart from the quantity of collaborators, push notifications also display names of collaborator groups and individual users.

  1. Log in to the BMC Digital Workplace Admin console.
  2. Select Configuration > Application Features.
  3. Select Collaborators > Include Group Members for Notifications.
    When you enable this feature, members of a collaborator group start receiving email and push notifications for the following events:

    • Comments are added to a service request
    • Status of a service request is changed
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Comments

  1. Sabine Gruber

    Hi, regarding "Collaborator rights and permissions": what about "Re-Open Request"?

    Mar 05, 2020 03:42
    1. Ravee Panjwani

      Thanks for your comment, Sabine. Only the service requester will be able to reopen the request.

      Mar 05, 2020 03:48
  2. Zhiqiang Du

    Does collaborator can get update of status or activity via email like service requester? Can ITSM tickets get this collaborator list value?

    Jun 04, 2020 04:45
    1. Olha Horbachuk

      Thanks for the question, Zhiqiang Du.

      A collaborator receives email and push notifications about status change or comments on the service request that is shared with them. The list of collaborators is not reflected in ITSM, and the collaborator cannot access the ticket from ITSM.

      Best regards,

      Olha Horbachuk

      Jun 04, 2020 05:28
  3. Sabine Gruber

    Hi, when a collaborator cancels a request or adds a comment, where can you see which user has performed this action?

    Jun 04, 2020 06:02
    1. Olha Horbachuk

      Thank you for the question, Sabine Gruber.

      If somebody leaves a comment, you can see their name above the comment.

      If either a collaborator or a requestor cancels a service request, you cannot know who does it.

      Olha

      Jun 04, 2020 07:21