Enabling service request collaboration
As a BMC Helix 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):
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 requester | OBO users | Collaborators | ||
| Service request checkout |
| Not applicable | Not applicable | Collaborators cannot be manually added during the service request checkout. |
| Service request in progress |
|
|
| The OBO users cannot be added as collaborators to the service request. |
| Service request is completed or cancelled |
|
|
| 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
- Log in to the BMC Helix Digital Workplace Admin console.
- Navigate to Configuration > Application Features.
- Select the Collaborators check box.
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.
- Log in to the BMC Helix Digital Workplace Admin console.
- Select Configuration > Application Features.
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
Comments
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