Collaborating with users on service requests
A user who submits a service request can add other users as collaborators to the request, so the collaborators can view and comment on the initial request. Collaborators can also cancel the service request if required. Collaboration on service requests is useful when a user creates a request that impacts other users or if the user will not be available when the request is fulfilled. For example, Allen is an analyst at his company. Allen and five colleagues from his department work in the office room where an office printer is installed and connected to the corporate network.
- One day, Allen wants to print a document, and he realizes that the quality of the printing has diminished. Allen opens BMC Helix Digital Workplace and creates a service request about the printer that needs to be fixed. To the service request, he adds a collaborators group that contains his five colleagues who share the same office room. If Allen is out of the office when the IT department starts processing the request, the service request's collaborators can answer questions from the support team to help process the ticket.
- When Allen created the ticket, he did not know that Jane (who is part of the collaborators group Allen had created) had already requested the printer service in BMC Helix Digital Workplace. When Jane created the service request, she did not add collaborators to her request. Because Allen had added Jane as a collaborator to his request, she could cancel his request with the comment that she had already created another request.
Before you begin
If you want to allow end users to add predefined collaborator groups to their requests, use BMC Helix Digital Workplace Catalog to create these groups. For more information, see People groups.
To add collaborators to a service request
End users can use one of the following options to add collaborators to a service request:
Manually adding collaborators and collaborator groups to a service request
- In the BMC Helix Digital Workplace end user console, view the details for an existing request.
- Click Options > Add/remove.
In the Collaborators dialog box, add available individual users and user groups as collaborators.
The service request is shared with the selected users and groups when the Collaborators dialog box is closed.
A service requester can add a combined maximum of 20 individual collaborators and collaborator groups to their service requests.
Automatically sharing all new service requests with the default collaborators group
All new service requests are automatically shared with the default group of collaborators if the end user has added users to the default group, and has enabled automatic sharing of service requests with the default group. For details about how to enable the auto-share option, see Collaborator settings below.
End users can configure the Collaborator settings in the user profile preferences in the BMC Helix Digital Workplace end user console.
Managing the default group
In the BMC Helix Digital Workplace end user console, end users can load the collaborators default group when they manually add collaborators.
|Add the default group|
Click Add people to search for and add available individual users and user groups to the default collaborators group.
|Edit the default group|
Click the pencil icon, and then add or remove individual users or user groups from the collaborators default group.
|Delete the default group||Click the trash button next to the default group, and confirm deletion of the default group.|
|Automatically share all new service requests with the default group||Turn on the Auto-share toggle.|
BMC Helix Digital Workplace Advanced customers are entitled to this feature.