Configuration example of replacing the Request Entry Console in BMC Service Request Management
Starting with the 21.3.02 patch, BMC announces changes related to the availability of BMC Service Request Management that might affect your use of BMC Helix Digital Workplace .
For more information, see Deprecated and discontinued features.
BMC Helix Digital Workplace includes many configuration options. You have the flexibility to configure BMC Helix Digital Workplace to best meet your organization's needs. This topic provides an example of configuration options that you might use when first introducing BMC Helix Digital Workplace as a replacement for the Request Entry Console in BMC Service Request Management. In this example, we integrate with BMC Helix ITSM, disable features not used in BMC Service Request Management, and perform minimal rebranding.
In this example, BMC Service Request Management was not already in use, and the Service Request Definitions (SRDs) all come from the BMC Helix Digital Workplace. BMC Helix Digital Workplace is configured, so the functionality available in the Request Entry Console in BMC Service Request Management is available. Most other functionality in BMC Helix Digital Workplace is disabled. BMC Helix Digital Workplace provides functionality with which BMC Service Request Management users are already familiar.
How BMC Helix Digital Workplace looks with an example configuration applied
|Set application features used in BMC Service Request Management.||Configuration > Application Features|
Set each of the following features to Enabled:
When approvals are enabled, managers can approve requests in BMC Helix Digital Workplace.
After you enable the Catalog, you must configure it.
|Enabling end user features|
|Set the Catalog as the landing page.||Configuration > Application Features||Select Catalog as the landing page.||Enabling end user features|
|Disable features not used in BMC Service Request Management.||Configuration > Application Features|
Clear the check boxes for the following features so that they are not enabled:
You can enable any of these features, if you are ready to start using them. These features provide capabilities that are not available in the Request Console in BMC Service Request Management.
|Enabling end user features|
|Enable an additional feature to support self-service.||Configuration > Application Features|
Select Contact IT button.
This feature provides an option for self-service users to contact IT.
Configure the Contact IT button with the contact information. so that self-service users can contact IT. The Contact IT button shows contact information for key departments or personnel in your IT resource pool.
After you enable the button, you must configure it with the contact information.
|Enable and configure search for knowledge articles.||Configuration > Application Features (Providers table)|
Select the RKM pluggable provider to enable it.
|List of providers|
|Verify BMC Service Request Management settings.||Configuration > Application Features ( Providers table)|
Verify that the SRM pluggable provider is enabled and that the settings are correct.
The SRM pluggable provider enables the connection to BMC Service Request Management. It includes several settings that control behavior within BMC Helix Digital Workplace. For example, whether a service request of the type AIF opens in a new window or in an iframe.
(Optional) Configure BMC Helix Digital Workplace to display SRD and category icons from BMC Service Request Management.
|Configuration > Application Features ( Providers table)||For the SRM pluggable provider, change the value of useExternalIcon to true.||This configuration is needed only if you have defined SRDs in BMC Service Request Management.||Configuring icons|
Synchronize user information from BMC Helix ITSM.
|Configuration > Application Features ( Providers table)||Select the User Details pluggable provider to enable it.||List of providers|
Review the SRDs and catalog sections provided in the BMC Helix Digital Workplacestarter kit.
|Service Requests > Catalog > Catalog Sections||Review the sections provided, and the SRDs included in each section.|
From BMC Helix Digital Workplace, you can modify the sections of the catalog and can modify which SRDs are included in the catalog.
From BMC Service Request Management, a service request manager can review and modify details for each SRD, such as the questions asked and the entitlements.
The Request Catalog Manager for all these SRDs is set to the sample data user "Allen Allbrook" in the company "Calbro Services." From BMC Service Request Management, an administrator or Service Request Manager can update the SRDs with the person who is responsible for managing the SRDs.
|Set the default SRD for a service health action.||Service Requests > Default Service Request|
Select the appropriate SRD for the Default Service Request.
|Setting up service requests through BMC Service Request Management|
|(Optional) Create a catalog section for each category in BMC Service Request Management.||Service Requests > Catalog > Catalog Sections||For each category that you include from Service Request Management, add a new section to the Catalog. When you add the section, select Link Predefined Groups to the Section (SRM Only), select the appropriate service category, and then select Link Selected Category.|
This configuration is needed only if you have defined SRDs in BMC Service Request Management. You can use this option to match BMC Helix Digital Workplace catalog sections with Service Request Management categories.
|(Optional) Create a catalog section for knowledge articles.||Service Requests > Catalog > Catalog Sections|
Create the section for knowledge articles, and then select Items to Add to Section.
Select knowledge, search for knowledge articles, and select them.
To assist with self service, we recommend that you include knowledge articles. Knowledge workers must add the knowledge articles in BMC Helix ITSM: Smart IT or in BMC Helix ITSM: Knowledge Management.
|(Optional) Add individual SRDs, Quick Links, and knowledge articles to catalog sections.||Service Requests > Catalog > Catalog Sections|
Select the Catalog section to which you will add items, and then select Choose Items to Add to Section. Select the appropriate category, and add the individual items.
|You can use this option to choose new ways of grouping items in the catalog.||Setting up sections in the Catalog|
(Optional) Display catalog sections in BMC Helix Digital Workplace.
|Service Requests > Catalog > Settings||Select sections from the catalog to display on the Catalog landing and set the sequence in which they are displayed.||You can choose predefined catalog sections and selections that you create. In this example,the predefined section Most Common IT Requests [SRM] corresponds to the Popular Requests in the Request Entry Console of BMC Service Request Management. All catalog sections are available from the Browse categories menu, even if they are not displayed on the Catalog page.||Setting up sections in the Catalog|
The following videos show how you can configure BMC Service Request Management so that you can use different features in BMC Helix Digital Workplace.
The videos show an older version of BMC Helix Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.
The following videos demonstrate how you can configure BMC Service Request Management approvals and view the approval requests in BMC Helix Digital Workplace:
This video (2:57) shows how to configure the Catalog before you can use the SRDs available in the starter kit in BMC Helix Digital Workplace. The video shows how you can create custom Product Catalog entries in BMC Atrium Core.