This documentation supports the 21.3 version of BMC Helix Digital Workplace Advanced.

To view an earlier version, select the version from the Product version menu.

Enabling end user features

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

To enable end-user features

  1. In the BMC Helix 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.

Important

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

End-user features

You can enable or disable the following features:

FeatureDescriptionReal-world example
Additional options in the user interface
Appointments (Available only if the Catalog feature is enabled in the Navigation manager)

Enables end users to schedule appointments with the help desk.

You configure this feature on the Help Desk tab of the BMC Helix Digital Workplace Admin console. The Appointments feature depends on the self-service features. For more information, see Setting up calendars.

Browse Category

Enables end users to filter services by the categories on the Catalog page. When this feature is disabled, the Browse categories option is not available in the BMC Helix Digital Workplace end-user console.


Contact IT button

Enables 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.

Service Health (Available only if the My Stuff feature is enabled in the Navigation manager)

Enables features linked to the Services tab of the BMC Helix Digital Workplace Admin console. Self-service users see service health on the My Stuff tab of the BMC Helix Digital Workplace end-user console. For more information, see Setting up service health items.

Studio (expose pages to end users)

Enables end users to see and select a custom page in BMC Helix Digital Workplace. You can also set a custom page as the landing page, see Creating workplaces for your lines of business.

End-user experience
App Selection for Shared Links (Available for mobile clients only)Enables 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.

Catalog Ratings and Reviews (Available only if the Enhanced Catalog feature is enabled)

Enables end users to rate and review Catalog requests. For more information, see Enhanced catalog.

Collaborators (Available only if the Enhanced Catalog feature is enabled)

Enables collaboration on service requests in BMC Helix 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.

Crowd Sourced Assets

Enables 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. If this feature is disabled, only the BMC Helix Digital Workplace Admin can add assets. For more information about allowing users to create an asset type, see Managing assets on floor maps.

Enhanced Catalog

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

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

The following screenshot shows the BMC Helix Digital Workplace Catalog services.

Include Users in SearchEnables end users to search other end users by name. If this feature is disabled, no results are returned.

Posts

Enables end users to add social posts; see Managing social posts.

Shopping Cart (Available only if the Enhanced Catalog feature is enabled)

Enables the shopping cart and Add to Cart option. For more information, see Requesting multiple enhanced catalog items by using a cart.

Sign Out

Enables end users to the sign out of BMC Helix Digital Workplace.

Social Activities

Enables end users to post any information on a user profile, group profile, asset profile, and location profile; see Managing social posts.


User profile data editing (work details)

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

If this feature is enabled, the work email and work phone updated in the BMC Helix Digital Workplace profile are taken to the CTM:People form in BMC Helix ITSM. If this feature is disabled, 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.

If this feature is disabled, end users see the padlock icons next to the work email and work phone.

Use ITSM foundation user job title

If the BMC Helix ITSM administrator changes the user job title in the CTM:People form, the job title in BMC Helix Digital Workplace is also updated after the user logs in again, and vice versa.

For more information, see Managing an end user's profile data.


Real-world example: Bob, a head of company A, wants to promote his colleagues to seniors based on their work results. In BMC Helix ITSM, he updates job titles of his teammates.

Use ITSM foundation user profile image

If the BMC Helix ITSM administrator changes the user profile image in the CTM:People form, the profile image in BMC Helix Digital Workplace is also updated after the user logs in again.

For more information, see Managing an end user's profile data.

Real-world example: Bob, a manager at company A, has worked with the design department on brand-new avatars for team leads. In BMC Helix ITSM, he adds new profile pictures of his teammates so that their old images are updated.

Integration with other BMC products
BMC Helix Platform

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

For more information, see Embedding custom pages from BMC Helix Platform or external sites.

Virtual Chat

Enables end users to launch BMC Helix Virtual Agent from BMC Helix Digital Workplace.

You can configure this feature in Configuration > Virtual Chat.

Notifications
In-app Notifications

Enables the bell notification icon. End users start receiving in-app notifications on desktop, mobile, and tablet.

This feature can be disabled in the BMC Helix 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.

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 Helix 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.

Notification Settings for Requests

Enables the notification settings that allow end users to turn request notifications on and off. For more information, see Configuring email notifications.

Self-help resources
Hide How-To URL

Hides 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.

Hide Quick Link URL

Hides the URL to a quick link on the Catalog tab and in the search results.

This feature is disabled by default.

Knowledge Article Feedback

Enables end users to add feedback for knowledge articles. For more information, see Enabling self-service in an organization.

Similar Knowledge Articles

Enables end users to search for similar knowledge articles. For more information, see Enabling self-service in an organization.

Service requests
Confidential Question

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 (*). The answers are available only to authorized users. For information, see Configuring confidential questions in a questionnaire.

Include request ID on 'Request Again'Enables the original request ID to be included in a new request that is generated by a user who selects Request Again.

Priority Label for Requests/ApprovalsEnables end users to see the priority labels on requests and approvals.

Reopen RequestEnables end users to click the Reopen Request button for completed requests.

Request Again

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

  • In Progress
  • Waiting Approval
  • Cancelled
  • Closed

SRM answers for request detailsEnables end users to see the attachment of the imported SRD only in the comments section. If this feature is disabled, the attachments is displayed in the comments and service details sections.

When the feature is enabled, the service request is displayed as shown in the screenshot:

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