This documentation supports the 20.08 version of BMC Digital Workplace Advanced, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product Version menu.

Enabling end user features

In BMC Digital Workplace, you can enable and disable features that you might not want to use immediately in your deployment.


You can also configure the settings for features such as the Contact IT button and Virtual Chat cross-launch.

To change client features and landing page 

  1. From the BMC Digital Workplace Admin console (http://server:port/dwp/admin), go to Configuration > Application Features.

  2. To enable or disable specific options, select or clear the associated check boxes in the Features table.
    The changes are automatically saved.
  3. To set the landing page, select the associated radio button in the Set as landing Page column of the Features table.

Important

After a client feature is enabled or disabled, users must restart the client application.

Features

You can enable or disable the following features:

FeatureDescriptionAdditional configuration
(Version 20.08.01 and later) App Selection for Shared LinksEnables end users to select how to open a shared link: in a browser or through the iOS wrapper app. This feature is enabled by default. If it is disabled, the app selection page is not available, and a shared link is automatically displayed in a browser. Disable this feature when end users do not have the iOS wrapper app installed.No additional configuration.
Appointments (Available only if the Catalog feature is enabled)

Enables end users to schedule appointments with the help desk.

You configure this feature on the Help Desk tab of the BMC Digital Workplace Admin console. See Setting up calendars.

The Appointments feature depends on the self-service features.

BMC Helix Platform

Enables end users to see BMC Helix Platform and external pages in BMC Digital Workplace.

See Embedding custom pages from BMC Helix Platform.
Browse Category

Enables end users to browse the categories on the Catalog page. When this option is disabled, the Browse Categories feature is not displayed in the BMC Digital Workplace end user console.

No additional configuration.

Catalog

Enables end users to make requests from the Catalog tab.

You can configure the Catalog requests and knowledge articles from a variety of sources. The Catalog can include:

  • Requests from IT and HR
  • Items from BMC Digital Workplace Catalog
  • VMs from BMC Cloud Lifecycle Management
  • Knowledge articles from IT and HR

To configure the Catalog tab, see Setting up sections in the Catalog.

Catalog Ratings and ReviewsEnables end users to rate and review Catalog requests.See Setting up satisfaction surveys for HR and IT requests.
Collaborators

Enables collaboration on service requests in BMC Digital Workplace. When the setting is enabled, all users in your organization can add collaborators to their service requests.

For details about service requests collaboration, see Collaborating with users on service requests.


Confidential QuestionEnables the Confidential check box for BMC HR Case Management services that have questions with a confidential option.

For any question type that has a Confidential Data option to hide user answers, selecting the check box will result in masking the actual content of the notes with asterisks (*) being substituted for user answers in the Journal tab of the HR Case Management console. The answers will be available to authorized HR agents only in the Case management console > Self-Service Answers.

For information about a confidential question in BMC HR Case management, see End user answers in BMC HR Case Management .

Contact IT buttonEnables the Contact IT button on the Catalog tab. Shows contact information for key departments or personnel in your IT resource pool.

To configure the information displayed when users click Contact IT, see Setting up phone contacts and the Contact IT button.

The Contact IT button is available on the Catalog tab.

Crowd Sourced AssetsEnables end users to create assets from a floor map, including setting their name, type, description, and location. This change does not affect users' ability to check in or make reservations for an asset.You must also enable users to create assets for each asset type. For more information about allowing users to create an asset type, see Managing assets on floor maps.
Custom Page (Page Builder)

Enables end users to see and select a custom page in BMC Digital Workplace.

You can also set a custom page as the landing page, see Building a custom page for end users.
Enhanced Catalog

Enables end users to see and request services from BMC Digital Workplace Catalog.

You must also configure details about the integration, see Enabling and configuring the enhanced catalog for BMC Digital Workplace.
Embed Digital Workplace

Enables embedding BMC Digital Workplace externally on other BMC products.

You can configure this feature in Configuration > Embed Digital Workplace.
(Version 20.08.01 and later) Hide How-To URLHides the URL to a how-to resource on the Catalog tab and in the search results.

This feature is disabled by default.

If you have not set up links to how-to resources, see Setting up self-help resources.

(Version 20.08.01 and later) Hide Quick Link URLHides the URL to a quick link on the Catalog tab and in the search results.

This feature is disabled by default.

In-app NotificationsEnables the bell notification icon. End users start receiving in-app notifications on desktops, mobile phones, and tablets.

(Version 20.08.01 and later) This feature can be disabled in the BMC Digital Workplace end user console. If the end user disables in-app notifications and resumes them later, they will receive all the notifications that they missed during the cut-off period. For more information, see Configuration options for the end user console.

(Version 20.08.01 and later)

Include Group Members for Notifications (Available only if the Collaborators feature is enabled)

Enables sending email and push notifications to members of collaborator groups when the following events occur:

  • Comment on the shared request
    Applicable only when:
    a) IT agent or approver comments on service requests imported from BMC Service Request Management
    b) Approver comments on service requests imported from BMC Digital Workplace Catalog
  • Update of the shared request status

This feature is disabled by default. For details about how to enable service request collaboration, see Enabling service request collaboration.

Include request ID on 'Request Again'Enables the original request ID to be included in a new request that is generated by a user selecting Request Again.No additional configuration.
Include Users in SearchEnables end users to search other end users by name.No additional configuration.
Knowledge Article FeedbackEnables end users to add feedback for knowledge articles.See Enabling self-service in an organization.
Location

Enables end users to see and use the features linked to the Location Management tab on the BMC Digital Workplace Admin console.

See Setting up locations.
My Activity

Enables the My Activity page in BMC Digital Workplace. The My Activity page includes the Global search, active events, and past events.

To configure the default request for use in the Global search, see Setting up service requests through BMC Service Request Management.
My Stuff

Enables the My Stuff tab. This tab contains the My Items tab that lists the services that the self-service user is following and displays the health of these services. This tab also displays the user's requested self-service items that come from BMC Digital Workplace Catalog.

See Setting up service health items and Enabling and configuring the enhanced catalog for BMC Digital Workplace.
Notification Settings for Requests Enables the notification settings that allow end users to turn notifications on and off.See Configuring email notifications.
PostsEnables end users to add social posts.
See Managing social posts.
Priority Label for Requests/Approvals Enables end users to see the priority labels on requests and approvals.No additional configuration.
Reopen RequestEnables end users to click the Reopen Request button for completed requests.No additional configuration.
Request Again

Enables end users to click the Request Again button for service requests with the following statuses:

  • In Progress
  • Waiting Approval
  • Cancelled
  • Closed
When an end user clicks Request Again, they can change the Request For user, see Requesting services on behalf of other end users.
Service Health (Available only if the My Stuff feature is enabled)

Enables features linked to the Services tab of the BMC Digital Workplace Admin console. Self-service users see service health on the My Stuff tab of the BMC Digital Workplace end user console. If you enable Service Health, to make this information available to self-service users, you must also enable My Stuff.

See Setting up service health items.
Shopping CartEnables the shopping cart and Add to Cart option.See Requesting more than one enhanced catalog item with a cart.

Sign Out

Enables end users to the sign out of the client application.
No additional configuration.
Similar Knowledge ArticlesEnables end users to search for similar knowledge articles.See Enabling self-service in an organization.
Social ActivitiesEnables end users to post any information on a user profile, group profile, asset profile, and location profile.See Managing social posts.
Use ITSM Job Title for user instead of DWP Job Title

Enables the synchronization of BMC Digital Workplace and Remedy ITSM user profiles. As a result, end users can view and edit their job titles.

See Setting up end users' job titles synchronization.

User Profile Data Editing

Enables end users to update their work email and work phone number from their profile in the client application.

If this check box is selected, the work email and work phone updated in the BMC Digital Workplace profile are taken to the CTM:People form. If this check box is clear, the work email and work phone number are read-only.

Regardless of this setting, end users can add other profile data such as additional email addresses and phone numbers.


No additional configuration.

The following video (3:10) demonstrates how you can enable end users to update their details from their profile in the client application.

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



https://youtu.be/PBYAQ4OU-ys

Virtual Chat

Enables end users to launch BMC Virtual Chat from BMC Digital Workplace.

You can configure this feature in Configuration > Virtual Chat.

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Comments

  1. Kevin Shaffer

    I think the document needs updated about the Request Again button. It states it Enables the Request Again button for completed requests, however I think it enabled for requests in other states as well as I see the Request Again button on Service Requests that are In Progress.

    Nov 20, 2020 04:08
    1. Olha Horbachuk

      Thanks for your comment. I have updated the page accordingly, and the change will be visible later this week. Regards, Olha

      Nov 25, 2020 06:59