This documentation supports the 19.02 version of BMC Digital Workplace Advanced.

To view an earlier version, select the version from the Product Version menu.

Enabling end user features

Within BMC Digital Workplace, you can enable and disable features that you might not want to use immediately in your deployment.

You can also configure the settings for features such as the  Contact IT button and  Virtual Chat cross-launch.

Features

You can enable or disable the following features:

Feature Description Additional configuration
Appointments

Allows end users to schedule appointments with the help desk.

You configure this feature on the  Help Desk tab of the BMC Digital Workplace Admin console. See  Setting up calendars.
Approvals Allows end users to approve requests for which they are approvers. This feature includes several types of approvals, and the administrator can disable any type of approval.

Approvals are set up through the BMC Approval Server and BMC Remedy ITSM applications. If you have a BMC Digital Workplace server cluster, you must configure one server as the master server. Notifications are sent by the master server. To configure the master server, in the connect-dwp.properties file on that server, set  master.server  to true.

  • To enable the password confirmation, in the Process Definition form of Remedy ITSM (Quick links > Approval Administration Console), the administrator must select Yes in the Require Password? field.
  • To make the comment field required when a service request is rejected, in the Process Definition form of Remedy ITSM (Quick links > Approval Administration Console), the administrator must select Yes in the Require Justification on Rejection field.
Approvals reassigning The reassigning feature can be enabled or disabled for all types of approval requests. Additionally, the administrator can enable or disable requesting users' passwords as a confirmation for reassigning approvals.

To enable the reassigning of approval requests, in the Process Definition form of Remedy ITSM, the administrator must select Yes in the Can Reasiign? field of the corresponding process.

Approver Details Allows end users to see the approver name, and approval status in the request details. -

Catalog

Enables the Catalog from which users can make requests.

To configure the Catalog, see Setting up sections in the Catalog. You can configure the Catalog requests and knowledge articles from a variety of sources. The catalog can include requests from IT and HR, can include items from BMC Digital Workplace Catalog, can include VMs from BMC Cloud Lifecycle Management, and can include knowledge articles from IT and HR.

Note: The Appointments feature depends on the self-service features; the Catalog tab must be enabled to enable Appointments.

Catalog Ratings and Reviews Enables the capability for users to rate and review catalog requests. See Satisfaction surveys.
Collaborators

Enables collaboration on service requests in BMC Digital Workplace. When the setting is enabled, all users in your organization will be able to add collaborators to their service requests.

For details about service requests collaboration, see Collaborating on service requests.
Contact IT button Enables the Contact IT button on the Catalog tab. Show contact information for key departments or personnel in your IT resource pool.

To configure the information displayed when users click Contact IT, see Setting up phone contacts and the Contact IT button.

Note: The Contact IT button is available on the Catalog tab.

Crowd Sourced Assets Allows end users to create assets from a floor map, including setting their name, type, description, and location. This change does not affect users' ability to check in or make reservations for an asset. You must also allow users to create assets for each asset type. For more information about allowing users to create an asset type, see Adding and editing asset types.
Custom Page (Page Builder) Enables the custom page builder. You can also set the custom page as the landing page. See Building a custom page for end users.
Enhanced Catalog

Enables integration with BMC Digital Workplace Catalog.

You must also configure details about the integration. See Enabling and configuring the enhanced catalog for BMC Digital Workplace.
In-app Notifications Enables the bell notification icon. No additional configuration.
Include request ID on 'Request Again' Enables the original request ID to be included in a new request that is generated by a user selecting Request Again. No additional configuration.
Knowledge Article Feedback Allows users to add feedback for knowledge articles. See Enabling self-service in an organization.
Location

Enables features linked to the Location Management tab of the BMC Digital Workplace Admin console.

See Setting up locations.
My Activity

Enables the My Activity page in BMC Digital Workplace. The My Activity page includes the Global search, active and past events.

To configure the default request for use in the Global search, see Setting the default service request definitions for BMC Digital Workplace.
My Stuff

Enables the My Stuff tab. This tab lists the services that the self-service user is following and displays the health of these services. This tab also displays the self-service user's requested items that come from BMC Digital Workplace Catalog.

See Setting up service health items and Enabling and configuring the enhanced catalog for BMC Digital Workplace.
Notification Settings for Requests Enables the notification settings that allows users to turn on/off the notifications. See Configuring email notifications.
Posts Enables the ability to add social posts. See Managing social posts.
Priority Label for Requests/Approvals Enables the priority labels on requests and approvals. No additional configuration.
Reopen Request Enables the Reopen Request button for completed requests. No additional configuration.
Request Again Enables the Request Again button for completed requests. No additional configuration.
Service Health
Enables features linked to the Services tab of the BMC Digital Workplace Admin console. Self-service users see service health on the My Stuff tab of the BMC Digital Workplace client applications. If you enable Service Health, to make this information available to self-service users, you must also enable My Stuff.
See Setting up service health items.
Shopping Cart Enables the shopping cart and Add to Cart option. See Requesting multiple enhanced catalog items with a cart.

Sign Out

Enables the sign out button. No additional configuration.
Similar Knowledge Articles Allows end users to search for similar knowledge articles. See Enabling self-service in an organization.
Social Activities Enables social activities. See Managing social posts.

User Profile Data Editing

Allows end users to update their work email and work phone number from their profile on BMC Digital Workplace.

If this option is selected, the work email and work phone updated in the BMC Digital Workplace profile are synchronized with CTM:People form. If this option is not selected, the work email and work phone number are read-only.

Regardless of this setting, end users can add other profile data, such as additional email addresses and phone numbers.

No additional configuration required.

Note: The following video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the UI, the overall functionality remains the same.

The following video (3:10) demonstrates how you can enable end users to update their details from their profile on BMC Digital Workplace.

https://youtu.be/PBYAQ4OU-ys

Virtual Chat

Allows end users to launch BMC Virtual Chat from BMC Digital Workplace.

You configure this feature on the Virtual Chat Configuration tab.

To change client features and landing page

  1. From the BMC Digital Workplace Admin console (http://server:port/dwp/admin), select Configuration, and then click Application Features.

  2. To choose which options are enabled or disabled, select or clear the associated check boxes in the Features table.
    The options are saved.
  3. To choose the landing page, select the associated radio button in the Set as landing Page column of the Features table.

Note

If a client feature is enabled or disabled, users must restart the client application.

To enable session persistence for mobile clients

Enabling session persistence help you improve your user experience while using the BMC Digital Workplace application on mobile devices (Apple iOS or Google Android). By setting up this feature you are saving your session cookies; if your mobile device restarts due to the vendor software upgrade, you do not need to repeatedly log in to access the BMC Digital Workplace application.

  1. Navigate to  tomcat_home/external-conf/ .
  2. Open the connect-dwp.properties file.
  3. Delete the comment tag for:

     # sessionCookiePersistenceEnabled=true 
  4. Restart the Tomcat server.
    See the Sample connection properties file.
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Comments

  1. Maria Blajevitch

    Approval Requests Reassignment is not available after setting the recommended settings Is there any additional configuration needed? Thank you

    Feb 14, 2019 09:25
    1. Ravee Panjwani

      Thanks for your comment, Maria. Please review the content in Delegating business requests to alternate approvers, and confirm if it helps provide the additional information.

      Feb 14, 2019 02:18
      1. Maria Blajevitch

        That answers my question partially only.
        Alternate approvers were always available from ITSM and now works in MyIt too. That is nice.
        I refer to the reassign option https://docs.bmc.com/docs/digitalworkplaceadvanced/current/reassigning-approvals-856636344.html
        Tried to apply on MyIT 18.11 for SRM Requests and didn't see the button on the MyIT. What is the version this feature is supported from?
        Maria

        Mar 03, 2019 06:27
        1. Ravee Panjwani

          Thanks again, Maria.

          This feature was introduced in version 18.11, and is listed on the enhancements topic here → 18.11.00 enhancements. You must also enable the feature as described here → Enabling end user features.

          Please use BMC Digital Workplace communities page, or raise a request with BMC Support if you still face issues.

          Thanks,
          Ravee

          Mar 03, 2019 06:33