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.

Preparing an external portal for external administrators

As a BMC Helix Digital Workplace administrator, you must prepare an external portal before an external administrator can manage the portal. You must set up an external company and assign an external administrator. Additionally, you can manage the visibility of the knowledge articles.

As a BMC Helix Digital Workplace Catalog administrator, you must add services to an external portal.

If the external portal is no longer required, as a BMC Helix Digital Workplace administrator, you can delete it. 

The following video (3:59) explains how a super administrator can set up an external company in BMC Helix Digital Workplace to prepare an external portal for external administrators:



 https://youtu.be/8RCb7TlQays



Before you begin

  • You must have the MyIT Super Admin permissions.

  • An ITSM administrator must create the external company and also the company user that you will assign as the external administrator. For more information about creating companies and users in BMC Helix ITSM, see Creating companies Open link  and Creating or modifying People data Open link  in the BMC Helix ITSMonline documentation. 

  • You must have the service catalog configured. For more information about configuring the catalog, see Enabling and configuring the enhanced catalog for BMC Helix Digital Workplace and Creating and managing the service catalog.

To set up an external company

Important

You can set up only one external company. The ability to set up an external company is disabled in the following cases:

  • If you already have an external company configured.
  • If you have configured multitenancy earlier and use the Managed Service Provider (MSP) mode. BMC Helix Digital Workplace only supports the External Users feature when the MSP feature is disabled.

  1. In BMC Helix Digital Workplace Admin console, select Configuration > External Users.
  2. On the Company Setup tab, click Configure.

  3. From the list of companies, select the company for which you are creating an external BMC Helix Digital Workplace portal, and then click Confirm.

    The list of companies shows the companies that are available in BMC Helix ITSM.
  4. In the confirmation dialog box, click Configure.

    You have set up the external company. Next, you must assign an external administrator. The assigned external administrator can then add a configuration for the company and provide the URL of the external portal to external users. For more information, see Configuring an external portal for external users.

To assign an external administrator

External administrators are assigned in BMC Helix ITSM. If you are not familiar with the ITSM people management process, see  People Management console Open link  in the Action Request System online documentation.

  1. In BMC Helix ITSM, in the CTM:People form, find a user who you want to assign as an external administrator. The user must belong to the external company selected in BMC Helix Digital Workplace on the company setup stage.
  2. Provide this user with the MyIT Admin permissions.
  3. Save the changes.
    Users of an external company with the MyIT Admin permissions created in BMC Helix ITSM, are displayed as administrators of an external portal in BMC Helix Digital Workplace, as shown in the following example:

To add services to an external portal

Services for an external portal are controlled by a virtual marketplace. If you are not familiar with virtual marketplaces, see Creating virtual marketplace entitlements. For an external portal, you must perform the following tasks:

  1. Create a virtual marketplace in BMC Helix Digital Workplace Catalog
  2. In the virtual marketplace, add services that you want to appear on the Catalog page of an external BMC Helix Digital Workplace portal.

    Important

    While creating questionnaires in services that you plan to entitle to external users, do not refer to the forms that could potentially contain information that should not be exposed to external users (for example, the user list in BMC Helix ITSM).

  3. Assign an external company to a virtual marketplace by using the Company attribute.

Important

If you want to add services with approvals to the catalog for external users, you must create a custom approval process and services containing a custom request approval. For more information, see Calling a custom approval process.

To manage the visibility of the knowledge articles

The visibility of the knowledge articles is managed in BMC Helix ITSM. When you create a knowledge article from scratch, the visibility of this article is set to Global by default. Unless you change the visibility settings, knowledge articles are available to internal users of your regular BMC Helix Digital Workplace application and external users of an external portal.

If you want to change the visibility of some knowledge articles and make them unavailable to external users or available only to external users, perform the following steps:

  1. In BMC Helix ITSM, select Applications > Knowledge Management > Knowledge Management Console.
  2. Select the knowledge article for which you want to change the visibility settings.
  3. Open the Details tab.
    The knowledge article settings are displayed, as shown in the following image:



  4. (Optional) To make the article unavailable to external users (and available to internal users), perform the following actions:
    1. From the Company list, select your internal company.
    2. In the Quick Actions menu, click Article Visibility.
    3. From the Company list, select the same internal company as in step 4a.
    4. From the Visibility Group list, select ALL.
    5. Click Add and Save.

  5. (Optional) To make the article available only to external users, perform the following actions:
    1. From the Company list, select the external company configured in BMC Helix Digital Workplace on the company setup stage.
    2. In the Quick Actions menu, click Article Visibility.
    3. From the Company list, select the same external company as in step 5a.
    4. From the Visibility Group list, select ALL.
    5. Click Add and Save.

  6. Click Save.

For more information about visibility groups, see   Configuring visibility groups Open link  in BMC Helix ITSM: Knowledge Management online documentation.

To delete an external portal

Warning

You cannot undo a deletion. If you delete an external portal with active external users, these users will permanently lose access to their accounts and services.

  1. In BMC Helix Digital Workplace Admin console, select Configuration > External Users.
  2. On the Company Setup tab, next to the external company, click Delete configuration.



  3. Confirm the action.

Where to go from here

Configuring an external portal for external users

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