Requests for multiple enhanced catalog items with a cart
BMC Digital Workplace Advanced users can add enhanced catalog items to a cart to request all items at the same time, instead of submitting individual service requests one at a time.
Difference between Request Now and Add to Cart
When a user previews a service that is provisioned through BMC Digital Workplace Catalog, the user can select from one of the following request options:
- Request Now: Begins the request process for the previewed item immediately. The system submits the request after the user answers all the required user questions.
- Add to Cart: Adds the previewed item to a collection for ordering with other items. When the user is ready to order all items in the cart, the user can view the cart and then click or tap Begin Request. The system submits the request after the user answers all the required user questions for all the services in the cart.
The option to add service items to a cart appears only for services that are provisioned through BMC Digital Workplace Catalog and are not linked to an external service or to BMC Cloud Lifecycle Management.
Submitted requests are assigned a unique Order ID and Request ID
When a user submits a request for services that are provisioned through BMC Digital Workplace Catalog, each request is assigned two unique ID numbers:
- A Request ID is assigned to each item in a request.
- An Order ID is assigned for each request that is submitted. The same order ID is assigned to all items submitted through a shopping cart or a request for a bundle of services.
In the following illustration, all items requested in the same shopping cart are assigned the same Order ID, even though each item is assigned a unique Request ID.
User can see the same Order ID on all platforms
The assigned Order ID is consistently visible across all platforms—Google Android, Apple iOS, and the Universal Client—on the following screens:
- Confirmation screen after a successful checkout
- Request details
- News Feed
User can search based on Order ID or Request ID
Users can search for their own requests by entering either the Request ID or the Order ID in the My Activity timeline or the Superbox on the News Feed. For the Superbox to be visible, the BMC Digital Workplace Administrator must enable the Superbox from the Admin Console.
Items added to a cart are saved between sessions
When a user adds enhanced catalog items to a cart, BMC Digital Workplace automatically saves the cart during the session in case an event interrupts the checkout process.
A user's cart will still available under conditions such as:
- The user leaves a cart in progress to place individual requests.
- The user logs out of BMC Digital Workplace.
- 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 does not need to create the request again. The system saved the user's responses to the service questions so the user can resume the checkout process and continue from the point before the interruption occurred.
A user can maintain only one cart at a time. To support saving a single item request in a draft state, the user can create a cart that contains only one item. Items remain in a cart indefinitely until the user completes the request or removes the items from the cart.
If the user has already answered service questions before interrupting the checkout process, the user's responses are saved for when the user resumes the checkout process.
If the questions for a service in a cart change before the user resumes the cart, the system will retain the user's responses that are still valid for the updated questions. If a user's saved response is not valid for an updated question, the system marks the error inline if possible.
Scenario: User leaves a cart to research information required for a request
In this example, Mary is a manager who is preparing to onboard a new employee, Roger. Mary searches for the following BMC Digital Workplace Catalog items in the BMC Digital Workplace catalog to add to a cart:
- Work area assignment request
- New user account
- Laptop computer
- HR benefits package
While processing the request and answering the service questions, Mary discovers that she is missing some details for Roger's assignment. Mary can leave the cart while in progress and log out of the system to find the required information.
When Mary logs back in to BMC Digital Workplace, she sees that her cart with the four items is sill available for her to resume the checkout process and complete the request.
Scenario: User interrupts cart checkout to process an urgent request
In this example, Sam is an administrator who is preparing a request for 15 tablet devices to outfit his organization's marketing department. While processing the request for the seventh device, Sam's manager asks for him to send an urgent request to activate a projector in the media center for their director's presentation in an hour.
Sam can leave the current cart request in progress and search for the required service that sends an activation code to the media center. Sam clicks Request Now and answers the required questions. After Sam submits the request, he can open the cart he left in progress and process the rest of the request. Sam is happy to see that the system saved his earlier responses, including the seventh item which he left only partially completed.
Request status of each item shown when user resumes cart checkout
A user can continue to add BMC Digital Workplace Catalog items to a cart until the user finally submits the request. If the user begins the checkout process, and then leaves the process to add additional items, BMC Digital Workplace indicates the items that were on the initial request before the addition.
In the following illustration, Mary added a Laptop computer to a cart and began the checkout process. While answering the questions, Mary left the checkout process to add a backpack to the request. When Mary returned to the cart, the system showed that the request for laptop computer was already in progress, but the process to request the new backpack item had not yet begun.
Order description field can be assigned to all items in a cart
When a user begins the checkout process for a cart, the user can add a 60-character order description to identify the request. After the user submits the request, all items on the cart inherit the same order description. A user can enter any text into the order description field, such as a new employee or a contractor who does not yet have an account, a tracking number, or other description that makes sense to the user.
In the following example, Mary chose to add a capital project planning budget number to the order description to enable her request to be grouped with other items that have been approved under the same budget.
The following illustration shows an example of Mary's activity timeline where the budget number used in a search query retrieves a list of requested items where the number was entered into the order description field.
Shared responses between multiple services with 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. For questions to match, they must share the same label and expect the same data type. If your organization does not want to use this feature, the enhanced catalog administrator can disable the capability in BMC Digital Workplace Catalog. For information about how a BMC Digital Workplace Catalog administrator can prepare questions to facilitate response prepopulation, see Enabling questions to share responses between multiple services in the same cart.
Scenario: User submits a service request for multiple items and saves time by accepting pepopulated answers
In the following example, Martin is a department manager who has been given the following table of items to request that will be shared by everyone in the office. In this hypothetical example, Martin's company requires that the department's cost center number must be attached to each item. In addition, Martin must also record an equipment sponsor, who will assume responsibility for the equipment's upkeep.
|Service catalog item name||Model or part number to select from a dropdown||Custom description||Cost center number||Name of equipment sponsor|
|Network printer/photocopier||XZ-9000||4016-0299-7600||Martin Johnson|
|Laptop computer||LC9000i||4016-0299-7600||Martin Johnson|
|Portable projector||12VBP-OLED||4016-0299-7600||Martin Johnson|
|Generic equipment request||N/A||Indoor hockey table||4016-0012-7600||Bridgitte Oswalu|
|Generic equipment request||N/A||Classic style arcade video game||4016-0012-7600||Bridgitte Oswalu|
|First aid kit (12 to 14 person)||N/A||4015-0000-0000||Pierre Gonzalez|
The following steps show how Martin can save time by allowing BMC Digital Workplace to prepopulate responses to similar questions.
Martin searches for each service catalog item in the Catalog to add to a cart. We assume that the IT department has identified chosen model numbers for products based on a vendor contract.
Martin begins the checkout process to request the items in the cart.
When Martin opens the questions for the first item, the network printer/photocopier, Martin submits the following information:
Question Martin's response Comments Requested printer number ZX-9000 Martin selects the best model from a dropdown list. Cost center number 4016-0299-7600 Martin selects one cost center number from a dropdown list of four numbers under his responsibility.
Martin Johnson As the equipment sponsor for all IT-related requests, Martin entered his name as free-form text.
When Martin opens the questions for the next few services, Martin learns that some of his questions have already been answered, as shown in the following alert message:
Based on this example, the Cost center number and Equipment sponsor fields would be prepopulated with Martin's answer from the previous service.
For the questions where the answers were not prepopulated, Martin enters or selects new information.
When Martin reaches the first Generic equipment request service, Martin must override the suggestions for the Cost center number and Equipment sponsor fields, as shown in the following table:
Question Suggested response Martin's response Comments Generic equipment request (none) Indoor hockey table Martin manually enters the description of the item. Cost center number 4016-0299-7600 4016-0012-7600 Martin selects another of the cost center numbers from a dropdown list that matches the type of item category. Equipment sponsor Martin Johnson Bridgitte Oswalu Martin changes the answer from the previous service.
- When Martin opens the questions for the next Generic equipment request service, Martin's latest answers from the previous service are offered as suggestions. Martin just needs to change the description for the general service.
- After Martin reviews all the questions to ensure that the prepopulated answers are correct, he submits the request.
Configuration to enable shared responses
For information about how a BMC Digital Workplace Catalog administrator can prepare questions to facilitate response prepopulation, see the section "Guidelines to enable questions to share responses between multiple services in the same cart" in Creating service questionnaires.