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Providing services to BMC MyIT

A main option for business end users to request services is through BMC MyIT, a consumer-friendly app store experience. You must add BMC MyIT Service Broker as a provider in order to show service catalog items in BMC MyIT. Catalog profiles contain the necessary details to help the end user to make informed decisions about the service details.

Important

The instructions presented in this topic are from the perspective of BMC MyIT 3.2. You must have access to the BMC MyIT Administration Console, with specific permissions to configure service providers. For more information about BMC MyIT, refer to requests for services and apps in the BMC MyIT 3.2 online documentation.

Before you begin

In order to configure BMC MyIT Service Broker as a provider, you require the following information. If you are using BMC MyIT Service Broker OnDemand, this information is provided by BMC.

  • URL: BMC MyIT Service Broker API URL (may require a port number) of the endpoint for BMC MyIT access.
  • Domain: Organization instance identifier.
  • Credentials used by notification system (specific to your configuration):

    ParameterExampleComment
    Userhannah_adminBMC MyIT Service Broker administrative user account, without tenant domain.
    PasswordpasswordPassword for administrative user

     

Adding BMC MyIT Service Broker as a provider

  1. In the BMC MyIT Administration Console, select More > Configuration.
  2. On the Enable Features page, select Service Broker Integration to enable the provider. Setting changes save automatically.

Configuring BMC MyIT Service Broker as a provider

  1. In the BMC MyIT Administration Console, select More > Configuration.
  2. Under Configuration, select Service Broker.
  3. Enter the required information into the form.

  4. Click Save.
    BMC MyIT Service Broker services are available the next time the user log onto BMC MyIT.

Adding BMC MyIT Users to BMC MyIT Service Broker

BMC MyIT self-service user accounts must be created in BMC MyIT Service Broker in order for those users to be able to browse categories and request services.

For more information, see Adding and synchronizing users and groups in the BMC MyIT Service Broker 3.2 online documentation.

Creating a new Catalog section

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Click Add.

    unified-catalog-myitsbe-sections

  3. Using the language of the default locale, enter a name for the Catalog section.
  4. (Optional) Select alternate locales and enter the name in the language of the corresponding locales.
  5. Select one of the following options:
    • Link Predefined Groups to this Section —Associate this section with a BMC Service Request Management, BMC MyIT Service Broker, or BMC HR Case Management category.
    • Choose items to add to section—Add items from any available category to this section.

    Note

    These options are not available when you modify a Catalog section.

  6. Add service items or service categories as described in Adding individual service items to a Catalog section.

Adding individual service items to a Catalog section

You can add services from any configured service providers, such as BMC AppZone, BMC Cloud Lifecycle Management, BMC HR Case Management, BMC MyIT Service Broker, and BMC Service Request Management. You can add How To Items (which are configured in BMC MyIT) and Quick Links (which are populated from BMC Service Request Management). You can add knowledge articles that are configured in BMC Remedy IT Service Management. You can add knowledge articles from BMC Remedy ITSM and from BMC HR Case Management. Each catalog section can contain services, knowledge articles, or both from one or more providers.

If you are adding BMC Service Request Management and BMC MyIT Service Broker items, you can also link predefined categories instead of individual items.

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Select the Catalog section to which you will add items.
  3. Select Items to Add to Section.

  4. From the Item categories list, select the service category that has the items you want to add.
    (Optional) You can also search for categories that contain service items with names that match the text you enter. Multiple words are searched as a phrase.
  5. Select the items.
    • If you are adding items from the Knowledge articles category, you are prompted to search for knowledge articles. Search for knowledge articles and select them.
    • For other categories, from the column on the right, select items.
  6. Click Add Selected Items.
  7. Repeat steps 4 through 6 until you are finished adding items to this catalog section.

Linking predefined groups to a Catalog section

If you did not select Link predefined groups to this section when you created the Catalog section, you must create a new section.

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Select the Catalog section to which you will link categories.
  3. From the Available Items list, select a service category to link.

  4. Click Link Selected Category.
    You can link only one category to this section.

Configuring the Catalog display

  1. Select a sort order and number of items to display on the desktop. 

    unified-catalog-myitsbe-display

     Field descriptions

    Sort Order

    This selection affects the sort order of the main Catalog page only.

    • To have the system automatically sort the catalog tiles, select Alphabetically.
    • To manually arrange the items by using the Move Up and Move Down buttons, select Custom.

    Number of items displayed on desktop

    • To display all service item tiles for a section on the main Catalog page, select Carousel.
    • To limit the number of service tiles for a section on the main Catalog page, select 8, 12, or 16.
      (The user clicks View All to see all section tiles.)
  2. When you are finished with your selections, click Save.

Displaying the Catalog section in BMC MyIT

  1. On the Service Requests tab, select Catalog > Settings.
  2. From the column on the left, select the Catalog section to display.
  3. Click Add >.
    unified-catalog-myitsbe-settings
  4. In the column on the right, reorder the Catalog sections.
  5. Click Save.

Removing a Catalog section

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Select a Catalog section to remove.
  3. Click Remove.
    unified-catalog-myitsbe-remove
  4. Confirm all prompts.

Predefined catalog sections

BMC MyIT includes predefined catalog sections. The specific sections that are available to you depend on which products you have integrated with BMC MyIT. You can configure the name, item layout, and number of items displayed for each of these predefined sections .

Catalog sectionIntegrated productDescription
Most Viewed HR SolutionsBMC HR Case ManagementBMC HR Case Management tracks how many times each HR solution is viewed.
Most Viewed HR ArticlesBMC HR Case ManagementBMC HR Case Management tracks how many times each HR article is viewed.
Most Common IT RequestsBMC Service Request ManagementBMC Service Request Management tracks how many times each SRD is requested.
Quick LinksBMC Service Request ManagementQuick Links contain the Quick Pick list that you set up with requests from BMC Service Request Management.
How-To ResourcesBMC Knowledge Management ManagementHow-To Resources contain knowledge articles that you import from BMC Knowledge Management and links to external resources, which you can define in BMC MyIT. For more information, see Setting up self-help resources.
All items and servicesBMC MyIT Service BrokerThis category includes all available items and services from BMC MyIT Service Broker.

Adding service catalog items into the Unified Catalog section

Information

BMC MyIT Service Broker service catalog items can be distributed across different sections. You can also include the same service catalog items in different sections.

  1. In the Items to Add section, scroll to the list of the configured BMC MyIT Service Broker service catalog.
  2. Choose a category from the column on the left.
  3. Choose items from the column on the right.
  4. Click Add Selected Items.
    unified-catalog-myitsbe-item
  5. (Optional) Click Add All Items to add all the items within a single category.
  6. (Optional) Search for catalog items instead of browsing through the categories.
  7. (Optional) Add catalog items from other configured providers.
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Comments

  1. Ivan Pirishanchin

    Are the credentials (password) of "sys_notification" user always the same with every installation of Service Broker?

    Where can we check them?

    Oct 10, 2016 02:27
    1. Tony Chung

      Hi Ivan Pirishanchin. I apologize for the delay. The sys_notification user is a standard account in MyIT, but is used as an example. The credentials should be for an administrative user in MyIT Service Broker. I've updated the content to reference this.

      Nov 08, 2016 06:04