This documentation supports the 3.3 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

3.3.02: Service Pack 2

This topic contains information about fixes and updates in this service pack, and provides instructions for downloading and installing the service pack. 

 

Enhancements

Service Pack 2 provides the following enhancements:

BMC Digital Workplace

At BMC, we’ve been undergoing a transformation, one that centers directly on how we help define the employee experience of the future. Driving the case for change is our team who want simplified tools to make them more effective. This work flexibility gives them a greater say in how their digital  workplace operates and as a team we saw a tremendous increase in productivity. For these reasons effective June 9th 2017,we’ve decided to simplify things and rebrand MyIT and MyIT Service Broker to BMC Digital Workplace.

BMC Digital Workplace is available in two tiers: Basic and Advanced. The functionality is the same on-premise and in the cloud. For highlights of the differences between these license levels, see License entitlements. Additional information about the license options is available in BMC Digital Workplace FAQ  in BMC Communities.

BMC Digital Workplace Basic documentation focuses on the BMC Digital Workplace functionality available with Basic. BMC Digital Workplace Advanced documentation covers the BMC Digital Workplace functionality available with Advanced. If you are licensed for BMC Digital Workplace Advanced, you no longer need to turn to a separate documentation space for the Basic functionality. 

Installation enhancements

If you are licensed for BMC Digital Workplace Basic (or MyIT Self Service), you can install only the BMC Digital Workplace Basic features. For more information about this installation option, see BMC Digital Workplace and Smart IT installation worksheets.

DEF files (definition files) for the BMC Remedy  IT Service Management (ITSM) server are now imported only by the User Experience patch. Previously, some DEF file imports were also performed by the MyIT-Smart IT installer. For more information about the User Experience patch, see Installing the User Experience patch.

When you perform an upgrade of BMC Digital Workplace and Smart IT, the installer displays a summary of your environment before starting the upgrade.

Hybrid deployment

You can now use BMC Digital Workplace Cloud together with BMC Remedy ITSM on premises. You can also use Smart IT 1.5.01 or later on premise, together with your on-premises BMC Remedy ITSM server. To install Smart IT on premises in this hybrid scenario, follow the standard instructions. For a summary of the differences between running BMC Digital Workplace and Smart IT on the same server cluster (fully on premises or fully OnDemand) and the hybrid scenario, see the deployment section of Planning worksheets. Look for additional information from the BMC Digital Workplace Cloud operations team about the hybrid deployment.

Satisfaction surveys to provide feedback

Satisfaction surveys are now available in BMC Digital Workplace, which provide a simple and intuitive way for the end-users to provide feedback for completed service requests from BMC Service Request Management and HR requests from BMC HR Case Management. The following table provides information about surveys in BMC Digital Workplace and its value for different roles:

RoleFeatureImpact and value
Digital Workplace administratorMap satisfaction surveys to SRDs in the BMC Digital Workplace Admin console

The BMC Service Request Management and BMC HR Case Management administrators create surveys in the respective applications. BMC Digital Workplace supports surveys that have only single questions. For detailed information about how satisfaction surveys for service requests and HR requests work, see Satisfaction surveys.

For BMC Service Request Management requests, Digital Workplace administrators map the available single-question surveys to SRDs in the Digital Workplace Administration Console. For the mapping procedure, see Mapping satisfaction surveys to service requests in BMC Digital Workplace.

For BMC HR Case Management requests, a global survey is sent to any completed HR requests in BMC Digital Workplace. There is no option of mapping surveys to HR requests in the BMC Digital Workplace Admin console.

 
End user

Receive a satisfaction survey request and provide feedback for the services they received

When a service request or HR request is completed, end users receive a satisfaction survey to provide a feedback about their overall experience. The surveys are simple, each having a single question. End users can provide feedback by clicking a smiley icon to rate their experience. Optionally, they can add text comments for any additional feedback they might have.

Types of survey notifications

Survey notifications are sent as push, in-app, and email notifications. End users can choose to enable or disable email and push notifications for surveys. However, users cannot disable the in-app bell notification, because of which they will always get the survey via the bell notification. For more information about enabling satisfaction survey notifications, see Status updates and notifications.

Click each tab to view different types of survey notifications:

    The following images show push notifications for surveys in iOS and Android devices:

    The following image shows survey notifications in the News Feed and under the bell icon. For one of the survey notifications, a rating is selected:

    The following image shows an email notification for surveys:

    On clicking a rating in the email, users are directed to the Digital Workplace client application and the rating that they had selected is retained. If required, they can change the rating and optionally provide additional comments.

    The following image shows a localized service request with localized survey question text:

    The smiley face tooltips and system messages such as error or survey completion message are localized based on the user's browser locale.

    For service requests and HR requests, end users receive survey notifications if all of the following conditions are met:

    • The request has a survey mapped to it
    • The request status changes to Completed
    • The user has enabled survey notifications

    Upon receiving a survey notification, the end users can perform the following actions:

    • Take the survey and provide feedback
    • Dismiss a survey notification if you do not wish to provide feedback

    IT help desk manager, service catalog manager, HR manager

    or business analyst

    View survey results

    Typically, business analysts, service catalog managers, IT helpdesk managers, and HR managers benefit from viewing the survey feedback results. These results can be viewed in the BMC Service Request Management and BMC HR Case Management applications. By using these feedback results, they can improve the services that they provide.

    For detailed information about how satisfaction surveys for service requests and HR requests work, and how to view results, see Satisfaction surveys.

    Satisfaction surveys are not available for services managed in the BMC Digital Workplace Catalog.

    BMC Digital Workplace Catalog enhancements

    If you are licensed for BMC Digital Workplace Advanced, you have access to the BMC Digital Workplace Catalog that includes the following improvements:

    Other enhancements

    Support for the Microsoft Edge browser

    The BMC Digital Workplace Universal Client and the BMC Digital Workplace Admin console now support the Microsoft Edge browser. For version compatibility details, see the Compatibility matrix.

    Minimum supported version of BMC Remedy ITSM

    The minimum supported version of BMC Remedy IT Service Management (BMC Remedy ITSM) is 8.1. For version compatibility details, see the Compatibility matrix.

    BMC Digital Workplace Data Transfer tool

    The BMC Digital Workplace Data Transfer tool is now available with a BMC Digital Workplace and Smart IT installation. The BMC Digital Workplace Data Transfer Tool is a set of multiple scripts that work in conjunction to export and import BMC Digital Workplace data between different BMC Digital Workplace and Smart IT environments, such as:

    • From a preproduction environment to a production environment
    • In a multitenant environment, between two tenants, so that both the tenants have same data

    By using the tool, you can transfer all existing tenant-specific data from the business and system database schemas between source and target BMC Digital Workplace and Smart IT environments. Along with the BMC Digital Workplace data, the tool also transfers the BMC Remedy with Smart IT (Smart IT) data stored in the same database schemas.

    For more information, see Transferring data between environments.

    Rebranding Tool for rebranding the BMC Digital Workplace Universal Client

    As a BMC Digital Workplace administrator, you can now use the BMC Digital Workplace Rebranding Tool to rebrand colors, background images, and the logo image that are used throughout the BMC Digital Workplace Universal Client. The BMC Digital Workplace Rebranding Tool, available from the BMC Digital Workplace Admin console, is intuitive and easy to use. The rebranding tool eliminates the need for writing the CSS code manually and automatically generates the CSS file required for rebranding. The BMC Digital Workplace Rebranding Tool also allows you to add CSS code to rebrand other elements that are not directly available in the tool.  After you complete all the rebranding changes, you can generate the CSS file required for rebranding the BMC Digital Workplace Universal Client and deploy the changes for your end users.

    iOS re-signing and rebranding utility for BMC Digital Workplace

    The iOS re-signing and rebranding utility is now available along with the BMC Digital Workplace and Smart IT installation. The utility provides an automated way to re-sign and rebrand the BMC Digital Workplace mobile application. Using the utility is an easy and error-free alternative to the manual procedure of running several commands to perform the tasks. For more information about using the utility for re-signing and rebranding the BMC Digital Workplace application for iOS, see the following resources:

    Downloading the service pack

    For download instructions, see Downloading the Smart IT and BMC My IT installation files.For BMC Digital Workplace Catalog, also see Downloading the BMC Digital Workplace Catalog installation files

    Installing the service pack

    Use the product installer for the service pack and follow the instructions in the Installing BMC Digital Workplace and Smart IT section.For BMC Digital Workplace Catalog, follow the instructions in the Installing BMC Digital Workplace Catalog section. 

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