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 self-service in an organization


Users can leverage the self-service options that are available for them to quickly fix their issues instead of raising a help desk ticket. The self-service options make users more self-reliant by reducing their dependency on the help desk. Also, the self-service options enable users to meet help desk professionals in-person, review the request and service status, and so on.


As an administrator, to make your users self-reliant, you can perform the following tasks:

Action
Create and import rich knowledge articles, provide links to online documentation, and provide videos, tutorials, troubleshooting tips, and so on.Setting up self-help resources
Set up locations and their associated details so that users can find the required information.Locations
Set up calendars for help desk appointments between users, and an IT help desk or a human resources professional.Setting up calendars
Create services that provide a service health status to users.Setting up service health items

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