3.5.00 enhancements


User request experience enhancements

Version 3.5.00 improves the user request experience by introducing the following features:

Users can save favorites from the catalog

When enabled, users can add their most frequently used services from the enhanced catalog items, services from BMC Service Request Management, and frequently used knowledge articles to the Your Favorites section in the BMC Digital Workplace.

The following illustration shows an example of the Your Favorites section configured with small-sized icons as viewed in the desktop client.


For more information, see Favorite items in the catalog.

Items in a cart are saved between sessions

When a user adds BMC Digital Workplace Catalog items to a request cart, BMC Digital Workplace automatically saves the cart during the session in case an event interrupts the checkout process. As the user processes a request for items in a cart, the system saves the user's service questionnaire responses as the user answers each question.

The cart retains the items added by the user for the following events:

  • The user leaves a cart in progress.
  • The user logs out of BMC Digital Workplace without completing a request.
  • The user is disconnected from the network while a cart request is in progress.

The next time the user logs in to BMC Digital Workplace, the user can resume the checkout process and continue from the point before the interruption occurred.

For more information, see Requests for multiple enhanced catalog items with a cart.

 

Users can apply a one-line description to an entire cart

When a user processes a request, the user can add an order description that is inherited by all items in the cart and can be searched in the user's activity list.

The following illustration shows an example of a user adding a description to a cart.

For more information, see the section, Order description field can be assigned to all items in a cart, in Requests for multiple enhanced catalog items with a cart.

Responses are prepopulated for matching questions in the same cart

When a user submits a service request for a cart where the same questions are asked across multiple enhanced catalog services, BMC Digital Workplace Advanced attempts to carry the user's responses forward as suggestions for matching questions in the same request.

The following illustration shows how a user is alerted that some of the responses on the current service were prepopulated based on earlier services in the same request.

For more information, see the section "Shared responses between multiple services with matching questions in the same cart" in Requests for multiple enhanced catalog items with a cart.

Responses are prepopulated based on actions and triggers configured by the service administrator

When designing the service questionnaire, service administrators can use the new Action feature to prepopulate question responses. Questions can be prepopulated when the questionnaire opens; for example, an Approver field can be prepopulated with the requester's manager. Questions can be updated when the user responds to another question; for example, when the user selects the response to the Site question, the Shippin Address questions can be populated.

The following illustrations shows how a service administrator can configure an Approver field to be prepopulated with the requester's manager.

For more information, see Creating a service questionnaire to collect information.

Additional enhancements to requests in the enhanced catalog

After a user submits a request for a service in the enhanced catalog, the user can request the service (or service bundle) again. If the user requested a service that generates one or more BMC Service Request Management requests or work orders, the user can cancel the request.

Workflows enhancements

In version 3.5.00, the following enhancements are available for workflows:

Copy workflows

When creating workflows you might want to create very similar workflows. By copying an existing workflow and making changes to it, you use the initial workflow as a template.You cannot copy services that were imported from the BMC Remedy Service Request Management as no such option is available for these workflows.

Rename workflows

You might need to rename a workflow's name if it was incorrectly named, or if the workflow was changed, and the original name does not reflect the content of the updated service. For more details on these options, see Exploring the workflow designer.

Data handling enhancement

Workflow activities can isolate specific properties of a response from a connected system in a workflow. When a workflow activity receives data in a predefined structure from a connected system, you can assign properties to variables to use in further workflow steps. For more information, see Using responses from a connected system in your workflow.

Service management enhancements

Version 3.5.00 enhances the following service management features:

Imported SRDs

When services are imported from BMC Remedy Service Request Management, the fulfillment workflows and questionnaires attached to them are automatically generated from the imported services. These workflows and questionnaires are visible and available to catalog administrator. In version 3.5 the following changes to existing behavior are introduced:

  • Catalog administrator can create native BMC Digital Workplace Catalog services that contain imported workflows and questionnaires, and end users can request these services from the BMC Digital Workplace client.
  • Upon re-import of a previously imported SRD, the workflow and questionnaire generated from this SRD are updated for every service that shares the same workflow and questionnaire.
  • During re-import of a previously imported service, you can define what data you would like to import. You can overwrite all changes to an imported service, or overwrite only workflows and questionnaires.

For more details about these updates, see Importing service catalog items.  

Set services to unrequestable

Catalog administrators can set published services and bundles to unrequestable to prevent end users from requesting these services and bundles. For example, if a service or a bundle is undergoing changes, and there is a need to temporarily make it unrequestable.

A new Unrequestable filter enables catalog administrators to easily filter unrequestable services among requestable services on the Published, Pending, Rejected, and Revision History tabs:

For more details about this feature, see Setting enhanced catalog items to unrequestable.

Configure labels for free services

By default, newly created services are free of charge, and the Free label is displayed for such services.

In version 3.5, an opportunity to configure the default label for free services was added. Catalog administrators can now create new custom labels and attach them to services, or choose not to display the label at all. For more details about this option, see Cost and quantity adjustments.

Service questionnaire

You can make it easier for users to complete the questionnaire by prepopulating information, as previously described.

With the new expression builder, it is easier to create Remedy expressions.

For more details about the service questionnaire, see Creating a service questionnaire to collect information.

Workflow designer enhancements

In version 3.5.00, the workflow designer introduced the following enhancements:

Custom Property

In previous versions, only the whole output from an activity could be referenced by using the Output property. With this version, catalog administrators can write expressions to reference a custom property from an output of an activity. The Custom Property property supports this enhancement.

The following example shows how to write an expression for the Content of an In App Notification action.

For more details about this feature, see To use the custom output parameter.

Process context variable properties

The process context variable was enhanced with the following properties:

  • Turnaround Date
  • Submitted Date
  • Service Provisioning Time
  • Service Provisioning Time Unit.

For more details about these properties, see Service broker context parameter reference.

Active Directory connector enhancements

In version 3.5.00, the  Active Directory connector introduces the following actions: 

  • Update User Attributes—Updates attributes of an Active Directory user record.
  • Update Computer Attributes—Updates attributes of an Active Directory computer record.
  • Add Computer To GroupAdds a computer to a group in the Active Directory.
  • Computer Is Member of GroupChecks whether a computer belongs to a group.
  • Find Computer—Finds a computer in the Active Directory, and returns the computer parameters.
  • Remove Computer From Group—Removes a computer from a specified group in the Active Directory.

For more details about the new actions, see Active Directory Connector.

Installation and upgrade enhancements

If upgrading a BMC Digital Workplace server group to version 3.5.00, you can now upgrade the servers in any order. 


When installing BMC Digital Workplace Catalog version 3.5.00, you can choose to run a script to install a product license key onto the BMC Digital Workplace Catalog server, or configure a Remedy Mid Tier to install the license through a graphical user interface. For more information, see Installing the product license key and allocating user licenses.
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