This documentation supports the 21.3 version of BMC Helix Digital Workplace Advanced, which is available only to BMC Helix customers (SaaS). 

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

BMC

BMC Helix Digital Workplace Advanced 21.3

All versions
With BMC Helix Digital Workplace, your end users can request IT, HR, and other company services through a social media-like interface. Administrators enable self-service features for end users and set up the catalog of services. 
Release notes and notices
updated 26 Nov

Learn what's new or changed in this space, including urgent issues, documentation updates, service packs, and patches.

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Related topics

Known and corrected issues

Support information

Digital Workplace Training & Certification


DateTitleSummary
November 19, 202121.3 PatchesThis update includes defect fixes.

October 4, 2021

21.3 enhancements

The 21.3 release provides enhancements in the following areas:

  • Create visually appealing functional workplace for each line of business

  • Display work order, change request, and case details to end users

  • Turn off notifications for approved or rejected requests

  • Additional control over service health configuration

  • Select the source of the end user's profile image

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The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


Administering

 

Set up users and groups, customizing, enabling features, sending broadcasts, and more.

Integrating

 

Integrate with other products.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Product trials

Communities

Knowledge Base

Videos

Education


PDFs and videos

 

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

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You can create a custom PDF for a specific topic, a topic and its children, or a group of topics with a specific label. For information about how you can export a custom PDF from this space, see Exporting to PDF and other formats.


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Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Integration videos

The following topics in the Integrating section contain videos that supplement or replace the text-based documentation:


Enabling self-service in your organization videos

The following topics in the Enabling self-service in an organization section contain videos that supplement or replace the text-based documentation:

Connector videos

The following topics in the Connecting your catalog to external systems section contain videos that supplement or replace the text-based documentation:


Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Troubleshooting videos

The following topics in the Troubleshooting section contain videos that supplement or replace the text-based documentation:



Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix Digital Workplace product.

Frequently asked questions about BMC Helix Digital Workplace

BMC Helix Digital Workplace is a set of applications that enable employees to interact with their IT and HR departments efficiently and "in the moment." You can find details about BMC Helix Digital Workplace capabilities in Use cases.BMC Helix Digital Workplace Catalog provides web-based administration of the next-generation service catalog.  BMC Helix Digital Workplace Catalog aggregates service catalogs from different sources and orchestrates fulfillment of service requests. For more information, see Creating and managing the service catalog.

BMC Helix Digital Workplace is aimed at consumers of IT or other services, while BMC Helix ITSM is aimed at staff members delivering or supporting IT or other services. Both BMC Helix Digital Workplace and BMC Helix ITSM offer mobility UI options. For BMC Helix ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Helix ITSM: Smart IT.

BMC Helix Digital Workplace is aimed at consumers of IT or other services. BMC Helix ITSM: Smart IT is the new user experience for BMC Helix ITSM, which is aimed at staff members delivering or supporting IT or other services. Both these solutions must be enabled and used independently. For best results in service management, the use of both components is recommended. BMC Helix Digital Workplace has specific user licenses, whereas BMC Helix ITSM: Smart IT is licensed via standard BMC Helix ITSM user licenses.

You have several options to change the terminology, rebrand BMC Helix Digital Workplace, and icons. For details, see:

As an administrator, you can manually update the status of any asset. "Down" printers are shown as red icons, for example, instead of green. Future releases will automatically update status icons of assets on maps.

This is by design. Only requests with Open status are displayed on the Request Timeline.  If a request has been set to cancel or closed, they are removed from the Requests view. To view additional requests, click the filter icon and select additional status values.

The email conversation between support staff and an end user is not stored in the BMC Helix Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders. 

  Turning off location service affects the positioning on any of the relevant screens (your locations, nearest locations, and their distance).

For information about which consoles are localized, see Supported languages and locales. For more information about localizing content in BMC Helix Digital Workplace, see the Localizing titles and messages.

No, BMC Helix Digital Workplace does not replace BMC Service Request Management. Instead, it adds value to the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. BMC Helix Digital Workplace replaces the current self-service portal, which customers can still access if they choose to.If you use BMC Helix Digital Workplace Catalog, instead of fulfilling service requests directly through BMC Service Request Management, you can fulfill service requests through BMC Helix Digital Workplace Catalog workflow. This workflow calls BMC Service Request Management activities.

No, it is not. As explained in Managing assets on floor maps, BMC Helix Digital Workplace is not integrated to update BMC CMDB.

One set of users can use BMC Helix Digital Workplace, and another set can use BMC Service Request Management, which is comprised of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Helix Digital Workplace to use the same service request definitions (SRDs).

As of today, your users can use the BMC Service Request Management self-service portal and BMC Helix Digital Workplace. However, you can replace the self-service portal with BMC Helix Digital Workplace.

Yes, they need only a People entry with a Read license.

One. Only Incident Management uses the floating license. BMC Helix Digital Workplace does not have floating licenses.

No, BMC Helix Digital Workplace supports Microsoft Exchange only.

No, BMC Helix Digital Workplace does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.

Yes.

The list of supported file extensions is set in the BMC Helix Digital Workplace Admin console, as described in Updating the attachment settings for service requests.


BMC Helix Digital Workplace is multitenant capable. The application code and the data that powers the application are shared between tenant instances. However, all customer data is stored separately for each tenant.

Frequently asked questions about using BMC Helix Digital Workplace on mobile devices in version 19.02.00 and later

The native mobile clients have been deprecated in 19.02 release, and replaced with new mobile client user interface. All the features are available across supported desktop and mobile devices.

No. You can use the BMC Helix Digital Workplace app available from the App Store.

Yes. The BMC Helix Digital Workplace app will work with BMC Helix Digital Workplace 19.02 and later.

That depends on whether you use the BMC Helix Digital Workplace app available from the App Store or use MDM to sign and distribute the App.

BMC will renew the certificate if you download the BMC Helix Digital Workplace app from the App Store.

If you download and use the BMC Helix Digital Workplace app from the App Store, you will not need to download, resign, or manage certificates for the App.

Try using the mobile browser to access BMC Helix Digital Workplace.

If you are using an Android mobile device, you can access BMC Helix Digital Workplace seamlessly using your mobile browser. If you are using the App on an iOS device, you must send the crash report to BMC Support.

From the popup displayed when an exception is encountered on the BMC Helix Digital Workplace App, select the option to send the crash report to BMC. You must also record the region and time of the crash, and send it to BMC Support. If you are using a crash reporting tool for troubleshooting, you can also send the crash report recorded using that tool to BMC Support.

Tip

For additional troubleshooting information, see  Troubleshooting iOS App resigning issues .

Frequently asked questions about BMC Helix Digital Workplace  and BMC Helix Remedy

This section provides answers to frequently asked questions (FAQs) about BMC Helix Digital Workplace used in BMC Helix Remedy environments.


BMC Helix Digital Workplace will run on servers different from your BMC Helix Remedy servers.

Yes.

Yes. The Action Request System API is always automatically encrypted.

You will use a different URL.

Yes, users can be logged on to both at the same time.

If it works using BMC Helix Single Sign-On with BMC Mid Tier, it will also work with BMC Helix Digital Workplace. BMC does not do anything special beyond how it works with BMC Mid Tier.

It is a shared cluster sized for many customers. No specific provisioning of resources is required per customer. The environment is monitored and sized for growth.

 

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