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.

List of providers

This topic provides information about the providers that are available for integration with BMC Helix Digital WorkplaceTo modify the provider settings, see .Making configuration changes to integrated applications v21.02. Provider settings are configured as part of multitenancy: provider settings of the master tenant are inherited by the subtenant.

  

Providers in BMC Helix Digital Workplace

The following table lists the providers available in BMC Helix Digital Workplace:

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Provider's nameIntegration withFunctionality providedNotes
CLM cloud services pluggable providerBMC Cloud Lifecycle ManagementAccess to BMC Cloud Lifecycle Management data and operations.

To configure, enter the following information:

  • clm.rest.uri—The URL to the BMC Cloud Lifecycle Management server.
  • super_user.key—The superuser password to access BMC Cloud Lifecycle Management.
  • clm.catalog.search.disabled—Select this check box if you want to disable searches in the BMC Cloud Lifecycle Management catalog.
Exchange pluggable providerMicrosoft Exchange serverAllows assets and rooms to be reserved. Displays the availability status on the profile page of the end user console.

To configure OAuth2 authentication, enter the following information:

  • URL—Use the URL to access the Microsoft Exchange web service, which uses the format of https://mail/ .domain.extension/EWS/Exchange.asmx.
  • Client ID—Use the Exchange client ID.
  • Client Secret—Use the Exchange client secret that corresponds to the client ID.
  • Exchange Tenant ID—Use the Exchange tenant ID.
  • Specify additional information as required.

Important: In version 21.3.09, Basic Authentication is not supported.

LDAP pluggable providerLightweight Directory Access Protocol (LDAP)

This provider retrieves groups or assets from the LDAP server and enables using LDAP data in the following features:

  • Importing LDAP assets for locations and floor maps.
  • Sending broadcasts to LDAP user groups.
  • Restricting or subscribing LDAP user groups to Service Health items.

Important:

  • Be sure to disable the Group pluggable provider if you want to use LDAP. Use of both these providers at the same time might corrupt the rendering of the user groups.
  • User login in LDAP must be the same as in AR System. Users with different logins might not receive services enabled by the provider (for example, they might not receive broadcasts).

The following settings are required:

  • ldap.url — LDAP URL in the format ldap://LDAP_URL
  • ldap.auth.user — LDAP admin login name.
  • ldap.auth.pswd — LDAP admin password.
  • ldap.auth.type — Whether user name and password are required for connection to an LDAP server:
    - If yes, type SIMPLE.
    - If no, type NONE.
  • ldap.context.factory — Predefined setting. You must not change the value.
  • ldap.domain.name Reserved for future needs. No need to configure it.

Along with the required settings, other settings might apply to specific scenarios. Although most of the additional settings are predefined, you might need to configure them.

Additional settings to manage broadcasts and Service Health items:

  • ldap.group.base A base distinguished name (DN) that is the starting point in the directory from which searches initiated by LDAP occur. For example, if you specify a base DN as DC=example, DC=com, the LDAP search for groups examines only the DC=example subtree in the DC=com directory tree.
  • ldap.group.attr.id LDAP attribute that is mapped to a group name.
  • ldap.group.attr.name Reserved for future needs. No need to configure.
  • ldap.group.filter — LDAP filter used to search for groups according to search criteria.
  • ldap.group.attr.dn LDAP attribute that is mapped to a group ID.
  • ldap.subgroup.filter LDAP filter used to search for subgroups (nested groups) according to search criteria.
  • ldap.subgroup.filter.cn Reserved for future needs. No need to configure it.
  • ldap.user.base A base distinguished name (DN) that is the starting point in the directory from which searches initiated by LDAP occur. For example, if you specify a base DN as DC=example, DC=com, the LDAP search for users examines only the DC=example subtree in the DC=com directory tree.
  • ldap.user.attr.id LDAP attribute that is mapped to a user name.
  • ldap.user.attr.name Reserved for future needs. No need to configure it.
  • ldap.user.filter LDAP filter used to search for users according to search criteria.
  • ldap.user.name.filter Reserved for future needs. No need to configure it.
  • ldap.user.attr.dn LDAP attribute that is mapped to a user ID.
  • ldap.user.attr.email — Stores a user email address in LDAP.

Additional settings to import assets:

  • ldap.resource.base A base distinguished name (DN) that is the starting point in the directory from which searches initiated by LDAP occur. For example, if you specify a base DN as DC=example, DC=com, the LDAP search for assets examines only the DC=example subtree in the DC=com directory tree.
  • ldap.resource.attr.id — LDAP attribute that is mapped to an asset name.
  • ldap.resource.filter LDAP filter used to search for assets according to search criteria.
  • ldap.resource.attr.dn LDAP attribute that is mapped to an asset ID.
  • ldap.resource.attr.capacity — LDAP attribute that is mapped to asset capacity.
  • ldap.resource.attr.name Reserved for future needs. No need to configure it.
  • ldap.resource.attr.email Reserved for future needs. No need to configure it.
  • ldap.resource.attr.list — Reserved for future needs. No need to configure it.
  • ldap.resource.attr.location Reserved for future needs. No need to configure it.

Additional settings to manage the LDAP query load:

  • ldap.querysize.maximum — Defines a number of results that an LDAP server retrieves upon your query. If no value is specified, the number of results is not limited.
  • ldap.querytime.maximum — Defines a timeframe during which an LDAP server is queried. Always configure this setting because an empty value triggers an infinite query.
Group pluggable provider

Action Request System (AR System)

This provider retrieves groups from AR System and enables:

  • Sending broadcasts to such user groups.
  • Restricting or subscribing such user groups to Service Health items.

Important: Be sure to disable the LDAP pluggable provider if you want to use the Group pluggable provider. Use of both these providers at the same time might corrupt the rendering of the user groups.

You do not need to configure any parameters because the AR System integration is out-of-the-box and user group settings are automatically synchronized.
RKM pluggable provider

BMC Helix ITSM: Knowledge Management

Searches for knowledge articles in the BMC Helix ITSM: Knowledge Management database.

To retrieve knowledge articles, you must also enable the ITSM Knowledge pluggable provider. To configure, enter the following information:

  • Port —Enter the port value.
  • Application password.
  • Hostname.
  • RKM templates—To use a custom template along with the predefined templates, add the template (for example, RKM:CustomTemplate templateto the RKM templates setting.
  • rkm.searchResultOption—This setting affects the Similar articles section displayed to the right of the knowledge article. For similar articles, the search term is the original article title. The following options are available:
    • words—The preview excerpt shows the words surrounding the search term (words in the original article title).
      This option is equivalent to the Words Around Hits option in BMC Knowledge Management.
    • excerpt—The preview excerpt is from the start of the article.
      This option is equivalent to the Excerpt option in BMC Knowledge Management.
    • none —The preview excerpt excludes snippets that match with the article.
    For more information about the search result options, see  https://communities.bmc.com/docs/DOC-32647  in BMC Communities.
  • use.must.have.search.term—This flag is set to false by default.

When the flag is set to false, a search returns knowledge articles that include at least one of matched search keywords.

When the flag is set to true, a search returns knowledge articles that have all search keywords in their metadata.

  • rkm.search.force.leading.trailing.wildcards —This property is set to false by default. If the flag is set to true, BMC Helix Digital Workplace adds additional wildcards to search queries, which generates more search results. When enabled, this parameter interferes with the full text search language-specific tokenization, stemming, and relevance logic. Use this parameter for the English locale only.
  • rkm.use.locale —This property is set to false by default. If the flag is set to true, locale-based search of the knowledge articles is enabled.

    If you enable rkm.use.locale, a user with the locale supported by RKM sees only knowledge articles in this locale and those without a locale. To see the list of default locales that RKM supports, see Supported languages and locales Open link .

    Apart from the locales that are available in RKM by default, you can also add custom locales. To add custom locales, in the RKM console, open the RKM:LanguageLocalization form and use the following language codes:

Important

RKM locales are mapped to BMC Helix Digital Workplace locales. It is important that the name of the locale in RKM matches the name of this locale in BMC Helix Digital Workplace .


BMC Helix Digital Workplace
Locale ID
Arabicar ('ar-eg' mapped here)
Catalanca
Chinese Traditional

zh-tw ('zh-hk', 'zh-mo' mapped here)

Danishda
Dutchnl
Finnishfi
Greekel
Norwegianno ('nb', 'nn' - mapped here)
Polishpl
Romanianro
Swedishsv
Thaith
Turkishtr
Welshcy

To add custom locales in the RKM console, see How to add languages in the Knowledge Management console Open link .

System management pluggable providerNone

Maintenance of the BMC Helix Digital Workplace.

Not applicable.
CMDB pluggable provider

BMC Helix CMDB

Important

Currently, CMDB Portal (new CMDB UI) does not support assets import. To track the status of this functionality, see Known and corrected issues.

Imports assets from the BMC Helix ITSM application with BMC Helix CMDB queries.

For more information on importing BMC Helix CMDB assets, see Managing assets on floor maps.
Most of the provider settings are predefined and do not need to be updated to fit the environment. Update the following settings with your values:
  • cmdb.url—The Action Request System server name
  • cmdb.auth.pswd—The Action Request System application password
  • cmdb.port—The Action Request System server port to be used

The following settings are predefined mappings of BMC Helix Digital Workplace asset fields and BMC Helix CMDB attributes, which are used when importing assets:

  • cmdb.query.dataset—The BMC Helix CMDB dataset (BMC.ASSET) of production, or master, asset data that has been normalized and reconciled.
  • cmdb.query.description—The asset description. By default, this is mapped to the ShortDescription attribute.
  • cmdb.query.attr.email—The email address for an asset, such as a conference room, which is used to reserve through Microsoft Exchange. By default, this is mapped to the Email attribute.
  • cmdb.query.attr.name—The name of an asset, which is displayed in map pins and the asset's profile. By default, this is mapped to the Name attribute.
  • cmdb.query.attr.capacity—The capacity for a conference room asset. By default, this is mapped to the Room attribute.
  • cmdb.query.attr.id—The unique identifier for an asset. By default, this is mapped to the InstanceId attribute.
  • cmdb.query.name—The unique name of an asset. By default, this is mapped to the Name attribute. 
  • cmdb.query.attr.location—The unique location of an asset. By default, this is mapped to the Site attribute.
SRM pluggable providerBMC Service Request ManagementCreates incidents by using the service request definitions (SRDs) from the BMC Service Request Management application.

Important

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 Product announcements.

Most of the provider settings are predefined.

You can update the following settings as needed:

  • Midtier URL—This field refers to BMC Mid Tier for BMC Service Request Management.
  • skip.fulfillment—If some of your service requests do not use fulfillment, leave this value as true. If the value is set to false, BMC Helix Digital Workplace requires fulfillment to be set by all service requests from BMC Service Request Management.
  • useExternalIcon—This flag works only for SRDs that do not have icons specified in BMC Helix Digital Workplace. If the flag is set to true, the icons for SRDs are taken from BMC Service Request Management. If the flag is set to false, the default icons are used.
  • Open AIF in new window—If this flag is set to true, service requests of the type AIF open in a new window or tab. If the flag is set to false, these requests open in an iframe.
  • show.additional.crq.details—This flag is set to false by default. If the flag is set to true, the Notes and Summary fields are added to the change request approval details.
    The change request approval title duplicates the Summary field.

Search settings:

  • use.and.search.logic—This flag is set to false by default.
    When the flag is set to false, the search returns services that include at least one of the matched search keywords. When the flag is set to true, the search returns services that have all search keywords in their metadata.
  • search.by.answer.enabled—When this flag is set to true, end users can search for their service requests by submitted answers.
  • max.search.weight—Allows SRD results to be on top of all the results returned by search. This parameter is set to 100 by default.
  • use.fts.weight—Defines the sequence of SRD results appearance. This flag is set to false by default. When the flag is set to false, the search returns SRDs that are requested more frequently compared to other SRDs. When the flag is set to true, the search returns SRDs, the titles of which better correspond with the search query.
  • search.only.active.approvals —If this flag is set to true, only active approvals are searched. If this flag is set to false, both active and inactive approvals are searched.
  • search.approvals.created.since.months —Specify the integer value to indicate the number of months. For example, if the value 3 is set and today is 4/19/2020, the active and inactive approvals created on/after 1/19/2020 are searched.
  • srd.search.force.leading.trailing.wildcards—This property is set to false by default. If the flag is set to true, BMC Helix Digital Workplace adds additional wildcards to search queries, which generates more search results. When enabled, this parameter interferes with the full text search language-specific tokenization, stemming, and relevance logic. Use this parameter for the English locale only.

Settings for service requests with the On Behalf Of feature:

    • obo.enabled.for.all—If this flag is set to false, the rules set in BMC Service Request Management for On Behalf Of requests are used. In addition, BMC Helix Digital Workplace users can search for the Requested for user by first or last name, but not full name.

      If the flag is set to true, any employee can create a request on behalf of any other employee. Because a different search is performed for the Requested for user, end users can search by full name in addition to first name, last name, or email address. If your organization has over 50,000 employees, setting this flag to true can improve BMC Helix Digital Workplace performance.
    • obo.search.transformSearchTermCase—Defines if search is case sensitive in the Request as Someone else dialog box. Enter one of the following values:
      • Upper lower—The search is case sensitive.
      • None—The search is case insensitive.
    • obo.search.prefixWildcard—Defines whether end users can search by a partial phrase match in the Request as Someone else dialog box.

      If the setting is enabled, the search returns all keywords that contain the search term. For example, a search with "ary" as a search term returns all results with "ary" at any position of a search keyword (Mary, Laryl, Aryin).

      If the setting is disabled, only results with the searched symbols at the beginning of the search term are returned (Aryin).
BPPM pluggable provider

BMC ProactiveNet

BMC TrueSight Operations Management

Uploads the services from the BMC TrueSight Operations Management application (formerly called BMC ProactiveNet).Update the URL with the BMC TrueSight Operations Management service URL in the format:
http:// server:port/imws/services/ImpactManager
User details pluggable provider

BMC Helix ITSM

Retrieves user information from the BMC Helix ITSM to BMC Helix Digital Workplace.

Configure this provider in User details pluggable provider Settings:

  • collaborators.org.restricted—Select this check box to restrict the list of collaborators to only users of the specific BMC Helix ITSM company and BMC Helix ITSM organization an end user belongs to.
  • user.search.transformSearchTermCase—Defines if search is case insensitive in People searches. Specify one of the following values:
    • Upper/lower—The search is case sensitive.
    • None—The search is case insensitive.
  • Check password expiration—Select this check box to verify the validity of your password.
  • ITSM foundation user profile image ID—Retrieves a BMC Helix ITSM or BMC Helix ITSM: Smart IT end user's profile image to BMC Helix Digital Workplace.
Business workflows pluggable provider

BMC Helix Business Workflows

  • Ability for an employee to create service requests that are managed in BMC Helix Business Workflows.
  • Ability to review a service request status that reflects the corresponding case status from the native application
  • Ability for agents to manage cases for service requests from a single application.
  • Ability for BMC Helix Digital Workplace end users to search knowledge articles from BMC Helix Business Workflows Knowledge. 

Configure the following information:

  • innovation_suite.url—Use the URL to access the BMC Helix Business Workflows web service that uses the format of http://clm-pun-t122fo.bmc.com .
  • innovation_suite.port—Enter the port value. 
  • innovation_suite.system_user—Enter the name of the system user.
  • innovation_suite.system_password.
  • innovation_suite.tenant_name—Enter the name of the tenant.
ComAround pluggable provider

BMC Helix Knowledge Management by ComAround by ComAround

  • Searches for knowledge articles in the BMC Helix Knowledge Management by ComAround database.

Configure the following settings:

  • innovation_suite.url—Specify the URL to connect to BMC Helix Innovation Studio.
  • innovation_suite.system_user—Enter the user name.
  • innovation_suite.system_password—Enter the password.
  • innovation_suite.connection_timeout_seconds—Enter the time in seconds when BMC Helix Innovation Studio times out
  • comaround.use.locales—Select the check box if you want end users to view knowledge articles in their browser locale.
  • comaround.feedback.rating.code.mapping—Specify one of the options to trigger an email to be sent to the knowledge article author.
  • comaround.article.sortby—Select one of the following values:
    • mostRelevant (default)
    • mostViewed
    • mostResolvedRate
    • mostLatest
  • comaround.feedback.apply.user.email Select this check box is you want to send an email with end user feedback to the article author.
    Important:  The email is sent only when an end user provides  negative feedback on the article. The email includes the email address of the end user who provided the feedback.

    Default: Selected

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