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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.

BMC

BMC Digital Workplace Advanced 20.02

All versions
With BMC Digital Workplace, your end users can request IT, HR, and other company services through a social media-like interface. Administrators enable self-service features for end users and set up the catalog of services. 
Release notes and notices
updated 04 Oct

This section provides information about what is new or changed in this space, including urgent issues, documentation updates, service packs, and patches. 

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To stay informed of changes to this list, click the icon on the top of this page.

Related topics

Known and corrected issues

Support information

Downloading the BMC Digital Workplace installation files

Downloading the BMC Digital Workplace Catalog installation files

Digital Workplace Training & Certification Open link


DateTitleSummary
March 5, 202120.02.03: Patch 3

This version provides updates in the following areas:

  • Granular configuration for auto-cycle banners in catalog sections
  • Additional status filters for events
  • Display of the User ID field and configuration of end-user details display settings
  • Remedy ITSM support groups as entitlement groups and collaborators on service requests
  • Remedy connector supports all fields for Work Order and Change Request
  • Exporting only the most recent revision of services
  • Option to remove all items from the active cart with one click
  • Updated action button icons for requests and approvals
  • Cart count shows only the number of items in the active cart
  • Approve and reject buttons for approvers
  • Restart available for failed service requests
  • Additional language support
December 4, 202020.02.02: Patch 2

This version provides updates in the following areas:

  • Disable in-app notifications
  • Hide URLs to how-to resources and quick links
  • Display service description in approval request details
  • Configure the view of the application chooser page for shared links
  • Push and email notifications for collaborator groups
  • BMC Helix Platform page and external page in a new tab
  • Support for variables in the BMC Helix Platform page URL
  • Configure impersonation button view
  • Simplified switch from one impersonated user to another
  • Simplified request of the same service on behalf of multiple users
  • Support for all fields in the Create Incident and Create Incident With Identifier activities in the Remedy connector
  • Comparison operators (>, <, ≥, ≤) support for Remedy forms
  • Reopen associated activities
May 202020.02.01: Patch 1 for version 20.02.00

This version provides updates in the following areas:

  • Configuration wizard validations
  • Use Date & Time question responses to configure date restrictions
  • Set visibility rules for user groups
  • Allow users to add user groups to their default collaborator group
  • Include requests and approvals in the Top Hits tab
  • Filter active and past events
  • Display correct request details for services with alternate approvers
  • Allow authenticated users with valid attachment identifiers to view the attachment
February 22, 2020
20.02 enhancements

The 20.02 release provides enhancements in the following areas:

  • Portal for external users

  • Questions with a table of response selections

  • People groups as collaborators on business requests

  • Custom surveys integration with BMC Helix Business Workflows

  • Dependent services in bundles

  • Improved search of knowledge articles

  • Additional fields in the change approval request details 

  • Provide feedback to BMC from the Admin Console

  • Enhancement to the Approvals configuration in BMC Digital Workplace Admin console

  • Launching approval requests in SmartIT console

  • Managing BMC Digital Workplace subtenants by a BMC Digital Workplace super administrator 

  • Updating the attachment settings for service requests

  • Category-based navigation in BMC Helix Digital Workplace

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Ready-made PDFs are available on the PDFs and videos page. You can also create a custom PDF.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


Getting started

 

Creating and managing the service catalog

 

Create catalog sections, service categories, services,bundles, and banners

Deploying clients

 

Rebrand and make the application available to end users

Enabling self-service in an organization

 

Configure self-help resources, locations, and appointments

Administering

 

Set up users and groups, customizing, enabling features, sending broadcasts, and more.

Integrating

 

Integrate with other products.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Planning

 

(On-premises only) Deployment use cases, sizing, performance, system requirements, and security

Installing

 

(On-premises only) Install and perform initial system configuration.

Upgrading

 

(On-premises only) Upgrade based on the latest system requirements and software.

Product trials

Communities

Knowledge Base

Videos

Education


PDFs and videos

 

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

Tip

You can create a custom PDF for a specific topic, a topic and its children, or a group of topics with a specific label. For information about how you can export a custom PDF from this space, see Exporting to PDF and other formats.


Related topic

FAQs

or register to view the contents of this page.

Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Installation videos

The following topics in the Installing BMC Digital Workplace

and Installing BMC Digital Workplace Catalog

sections contain videos that supplement or replace the text-based documentation:

Client deployment videos

The following topics in the Deploying clients section contain videos that supplement or replace the text-based documentation:

Integration videos

The following topics in the Integrating section contain videos that supplement or replace the text-based documentation:


Enabling self-service in your organization videos

The following topics in the Enabling self-service in an organization section contain videos that supplement or replace the text-based documentation:

Connector videos

The following topics in the Connecting your catalog to external systems section contain videos that supplement or replace the text-based documentation:


Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Troubleshooting videos

The following topics in the Troubleshooting section contain videos that supplement or replace the text-based documentation:



FAQs and additional resources

This topic provides information that supplements the BMC Digital Workplace documentation.


Related topics

PDFs and videos

Getting started

Use cases

System requirements

Frequently asked questions about BMC Digital Workplace

This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace.

BMC Digital Workplace is a set of applications that enable employees to interact with their IT and HR departments efficiently and "in the moment." You can find details about BMC Digital Workplace capabilities in Use cases.BMC Digital Workplace Catalog provides web-based administration of the next-generation service catalog. BMC Digital Workplace Catalog aggregates service catalogs from different sources and orchestrates fulfillment of service requests. For more information, see Creating and managing the service catalog.

BMC Digital Workplace is aimed at consumers of IT or other services, while BMC Remedy IT Service Management (ITSM) is aimed at staff members delivering or supporting IT or other services. Both BMC Digital Workplace and BMC Remedy ITSM offer mobility UI options. For BMC Remedy ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Remedy with Smart IT.

BMC Digital Workplace is aimed at consumers of IT or other services. Remedy with Smart IT is the new user experience for BMC Remedy ITSM, which is aimed at staff members delivering or supporting IT or other services. Both of these solutions can be enabled and used independently. For best results in service management, the use of both components is recommended. BMC Digital Workplace has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.

You have several options to change the terminology, rebrand BMC Digital Workplace, and icons. For details, see:

As an administrator, you can manually update the status of any asset. "Down" printers are shown as red icons, for example, instead of green. Future releases will automatically update status icons of assets on maps.

If you are locked out and cannot access the features of the app, BMC Digital Workplace provides a convenient link to enable you to call your IT department on the spot. See the Example: Locked-out user account in the requesting services and apps use case.

This is by design. Only requests with Open status are displayed on the Request Timeline.  If a request has been set to cancel or closed, they are removed from the Requests view. To view additional requests, click the filter icon and select additional status values.

The email conversation between support staff and an end user is not stored in the BMC Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders. 

  Turning off location service affects the positioning on any of the relevant screens (your locations, nearest locations, and their distance).

For information about which consoles are localized, see Supported languages and locales. For more information about localizing content in BMC Digital Workplace, see the Localizing titles and messages.

No, BMC Digital Workplace does not replace BMC Service Request Management. Instead, it adds value to the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. BMC Digital Workplace replaces the current self-service portal, which customers can still access if they choose to.If you use BMC Digital Workplace Catalog, instead of fulfilling service requests directly through BMC Service Request Management, you can fulfill service requests through BMC Digital Workplace Catalog workflow. This workflow calls BMC Service Request Management activities.

No, it is not. As explained in Managing assets on floor maps, BMC Digital Workplace is not integrated to update BMC Atrium CMDB.

One set of users can use BMC Digital Workplace, and another set can use BMC Service Request Management, which is comprised of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Digital Workplace to use the same service request definitions (SRDs).

As of today, your users can use the BMC Service Request Management self-service portal and BMC Digital Workplace. However, you can replace the self-service portal with BMC Digital Workplace.

Anyone accessing BMC Digital Workplace requires a People profile with a minimum of a Read license and a Remedy Login ID.

One. Only BMC Remedy Incident Management uses the floating license. BMC Digital Workplace does not have floating licenses.

No, BMC Digital Workplace supports Microsoft Exchange only.

No, BMC Digital Workplace does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.

Yes.

The default list of allowed attachments is restricted to the following file types: .ai, .avi, .bmp, .csv, .doc, .docx, .gif, .jpeg, .jpg, .mp4, .msg, .pdf, .png, .ppt, .pptx, .psd, .rar, .tif, .tiff, .txt, .vsd, .vsdx, .wmv, .xls, .xlsx, .zip. 


BMC Digital Workplace is multitenant capable. The application code and the data that powers the application are shared between tenant instances. However, all customer data is stored separately for each tenant.

No. You can only install the BMC Digital Workplace Catalog on a Linux server.

Frequently asked questions about using BMC Digital Workplace on mobile devices in version 19.02.00 and later

The native mobile clients have been deprecated in 19.02 release, and replaced with new mobile client user interface. All the features are available across supported desktop and mobile devices.

No. You can use the BMC Digital Workplace app available from the App Store.

Yes. The BMC Digital Workplace app will work with BMC Digital Workplace 19.02 and later.

That depends on whether you use the BMC Digital Workplace app available from the App Store or use MDM to sign and distribute the App.

BMC will renew the certificate if you download the BMC Digital Workplace app from the App Store.

If you download and use the BMC Digital Workplace app from the App Store, you will not need to download, resign, or manage certificates for the App.

Try using the mobile browser to access BMC Digital Workplace.

If you are using an Android mobile device, you can access BMC Digital Workplace seamlessly using your mobile browser. If you are using the App on an iOS device, you must send the crash report to BMC Support.

From the popup displayed when an exception is encountered on the BMC Digital Workplace App, select the option to send the crash report to BMC. You must also record the region and time of the crash, and send it to BMC Support. If you are using a crash reporting tool for troubleshooting, you can also send the crash report recorded using that tool to BMC Support.

Tip

For additional troubleshooting information, see  Troubleshooting iOS App resigning issues Open link .

Frequently asked questions about BMC Digital Workplace and BMC Helix Remedy

This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace used in BMC Helix Remedy environments.


BMC Digital Workplace must be installed on a Linux server, thus it cannot run on the BMC Helix Remedy servers.

Yes.

Yes. The BMC Remedy AR System API is always automatically encrypted.

You will use a different URL.

Yes, users can be logged on to both at the same time.

If it works using BMC Remedy Single Sign-On with BMC Remedy Mid Tier, it will also work with BMC Digital Workplace. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.

It is a shared cluster sized for many customers. No specific provisioning of resources is required per customer. The environment is monitored and sized for growth.

Related documentation spaces

Additional resources from BMC

The following BMC sites provide information outside the BMC Digital Workplace documentation that you might find helpful:

The following are the most recent official documents on the Digital Workplace community:

Could not retrieve https://communities.bmc.com/community/feeds/documents?community=3615 - Page not found.

 
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Last modified by Meenal Kulkarni on Oct 04, 2023
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Comments

  1. Lenny Warren

    Under FAQ about Digital Workplace, the following question - For a person to have access to BMC Digital Workplace, do they need only a valid People record with a Read license? the response provided - "Yes, they need only a People entry with a Read license." is not accurate. They will need a Remedy Login (Password is blank if using an external authentication process). Suggest rewording this to, "Yes, anyone accessing Digital Workplace requires a People profile with a minimum of a Read license and a Remedy Login Id."

    Jul 05, 2020 01:27
    1. Olha Horbachuk

      Hi Lenny Warren, 

      Thanks for your inputs.

      Regards,

      Olha

      Jul 06, 2020 07:45
      1. Lenny Warren

        No Problem. Glad to help when I can.

        Jul 06, 2020 07:47
  2. Lenny Warren

    Under FAQ about BMC Digital Workplace and BMC Helix Remedy, the following question - "Will BMC Digital Workplace run on BMC Helix Remedy servers or on different servers?" -does not have a response that provides the answer to the reason why? The response provided - "BMC Digital Workplace will run on servers different from your BMC Helix Remedy servers." should read, "BMC Digital Workplace must be installed on a Linux Server, thus cannot run on the BMC Helix Remedy servers."

    Jul 05, 2020 01:31
  3. Peter Lundqvist

    What happened to the "Development"-section?

    Aug 05, 2022 05:41
    1. Aaditi Lakade

      Hello Peter,

      Thank you for pointing it out. We have restored the Developing section.

      Aaditi

      Aug 08, 2022 03:24

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