Setting up service requests through BMC Service Request Management

To create a service catalog, BMC Helix Digital Workplace pulls in services, apps, VMs, and other resources available to employees from different sources, including BMC Service Request Management. To set up service requests from BMC Service Request Management, you must perform the tasks described in this topic.

To verify the integration with BMC Service Request Management

During installation, BMC Helix Digital Workplace is integrated with BMC Service Request Management. You can verify and configure the integration by performing the following steps:

1. Select Configuration on the BMC Helix Digital Workplace Admin console.

2. On the Application Features page, click in the SRM pluggable provider row (it is selected by default), and scroll down to view the server provider information: 

3. Сomplete the following fields:

• • obo.search.transformSearchTermCase—Configures the upper or lower case of the SRD search result. 
    
  • obo.enabled.for.all—Select this check box to enable all users to request services for any other users. If you clear this check box, the OBO rules configured in BMC Service Request Management are used.
  • skip.fulfillment—Select this check box to create service requests without subsequent creation of Incidents, Work Orders, and Change Requests in BMC Service Request Management. If you unselect this checkbox, service request creation may take a long time. 
  • Midtier URL—The URL for setting up AIFs. 
  • obo.search.prefixWildcard—Configures the search prefix for the SRD search result. 
  • Open AIF in new window—Determines whether an AIF opens in a new window or tab or iFrame.
  • search.by.answer.enabled—Select this check box to search by answers. 
  • useExternalIcon—Determines whether the icons for SRDs are taken from BMC SRM or default icons are used.
  • use.and.search.logic—Select this check box if you want to see the requests with particular queries.
  • max.search.weight—Configures the maximum weight of the SRD result.
  • use.fts.weight—Defines the sequence of SRD results.
  • show.additional.crq.details—Adds the Summary and Notes fields to approval request details for change requests.
    

4. Click Update Settings and then Reload Providers. 

For more information about the providers, see .List of providers v21.3.

To set default service requests

1. From the BMC Helix Digital Workplace Admin console (http://server:port/dwp/admin), click Service Requests.
2. Click Default Service Request.
3. Assign SRDs to three different defaults:

• • Default Service Request—Used when creating asset actions and service actions. When you set the action's Type field to Default request, the SRD assigned as the Default Service Request is used. If a default request is set for an asset or service, the user sees the action button in the profile of the service or asset. The user can click the action button to create a request.
  • Default Request SRD—Used when appointments are set to create service requests and a user creates an appointment.
  • Default Incident SRD—Used when appointments are set to create incidents and a user creates an appointment.

SRDs specifically for use with BMC Helix Digital Workplace can contain any number of fields, and each field can be set with a default value. However, the Superbox simplifies request entry. From the Superbox, when BMC Helix Digital Workplace triggers an SRD, BMC Helix Digital Workplace can populate only one required field. For the Default Request SRD and the Default Incident SRD, only one of the fields in the SRD can be set as a required field.

To configure categories for requests

1. On the Service Requests tab of the BMC Helix Digital Workplace Admin console, click Category and Requests properties (under Configure).
2. To configure the properties of a category or request, select a category from the SRD Categories list (or use the Search box to find specific categories or SRDs) and perform one of the following actions:
   
   • For a category—Continue to step 4.
   • For a request—Select the request from the Available Requests box.
3. Perform one or both of the following actions:
   
   • To hide a request so that it is unavailable in the end user console, select it in the Available Requests box and clear the Show request in client apps check box.
   • To hide multiple requests, select them in the Available Requests box and select Hide requests in client apps.
4. In the Properties area, change the icon for the selected category or request: 
   
   1. Click Change.
   2. Select a new icon from the Select Icon dialog box.
5. Click Save Request.

To set up the Quick Pick list

The Quick Pick list is the list of services available to BMC Helix Digital Workplace users. The list is displayed as items on the Catalog tab. BMC Helix Digital Workplace administrators can choose which services are shown by default based on most-requested services and other criteria.

Configuring AIFs for BMC Helix Digital Workplace

Advanced Interface Forms (AIFs) and dynamic queries are supported. Consider these tips:

• AIFs are cross-launched from the BMC Helix Digital Workplace application to the BMC Remedy Mid Tier server.
• AIFs are loaded directly from BMC Remedy Mid Tier and submitted to BMC Service Request Management. 
• AIFs can be launched only from BMC Helix Digital Workplace end user console in a desktop browser. AIFs cannot be launched from mobile devices for BMC Helix Digital Workplace.  
• Dynamic queries are loaded into BMC Helix Digital Workplace.

https://youtu.be/G3BLaMV15rk

To configure AIFs for BMC Helix Digital Workplace

1. In the BMC Helix Digital Workplace Admin console, click Configuration > Application Features.
2. Click in the SRM pluggable provider row (it is selected by default), and scroll down to view the server provider information. 
3. Set Midtier URL to arsys, without a trailing slash character ( / ).
4. Click Update Settings and then Reload Providers.

Related videos

The following videos demonstrate how you can configure BMC Service Request Management approvals and view the approval requests in BMC Helix Digital Workplace.

Where to go from here

.Setting up sections in the Catalog v21.05