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Configuration example

MyIT includes many configuration options. You have the flexibility to configure MyIT to best meet your organization's needs. This topic provides an example of configuration options that you might use when first introducing MyIT as a replacement for the Request Entry Console in BMC Service Request Management. In this example, we integrate with BMC Remedy IT Service Management (BMC Remedy ITSM), disable features not used in Service Request Management, and perform minimal rebranding of the Universal Client (web browser access). In this example, BMC Service Request Management was not already in use, and the Service Request Definitions (SRDs) all come from the MyIT starter kit.

In this example, MyIT is configured, so that the functionality available in the Request Entry Console in BMC Service Request Management is available. Most other functionality in MyIT is disabled. The Universal Client (browser access) provides functionality with which Service Request Management users are already familiar.

 How MyIT looks with example configuration applied
 

The following table indicates how to configure MyIT to look like the example.

WhatWhereHowNotesAdditional information
Enable features used in Service Request Management.More > Configuration > Enable Features

Set each of the following features to Enabled:

  • Approvals
  • Catalog
  • Include request ID on 'Request Again'

When approvals are enabled, managers can approve requests in MyIT.

After you enable the Catalog, you must configure it.

Changing client functionality options
Set the Catalog as the landing pageMore > Configuration > Enable FeaturesSelect Catalog as the landing page. Changing client functionality options
Disable features not used in Service Request Management.More > Configuration > Enable Features

In this configuration, none of the following features are enabled:

  • Appointments
  • Crowd Sourced Assets
  • Location
  • My Stuff
  • Newsfeed
  • Service Broker Integration
  • Service Health
  • User Profile Data Editing

You can enable any of these features, if you are ready to start using them. These features provide capabilities that are not available in the Request Console in BMC Service Request Management.

Changing client functionality options
Enable additional feature to support self-serviceMore > Configuration > Enable Features

In this example, the Contact IT button is enabled.

This feature provides an option for self-service users to contact IT.

Configure the Contact IT button with the contact information. so that self-service users can contact IT. The Contact IT button shows contact information for key departments or personnel in your IT resource pool.

After you enable the button, you must configure it with the contact information.

Enable and configure search for knowledge articles.More > Configuration > Enable Features, Providers table

Select the ITSM Knowledge pluggable provider.

For the RKM pluggable provider , configure the rkm.searchResultOption.

 List of providers
Verify BMC Service Request Management settings.More > Configuration > Enable Features , Providers table

Verify that the SRM pluggable provider is enabled and that the settings are correct.

The SRM pluggable provider enables the connection to BMC Service Request Management. It includes several settings that control behavior within MyIT. For example, whether a service request of the type AIF opens in a new window or in an iframe.

(Optional) Configure MyIT to display SRD and category icons from BMC Service Request Management.More > Configuration > Enable Features, Providers tableFor the SRM pluggable provider, change the value of useExternalIcon to true.This configuration is needed only if you have defined SRDs in BMC Service Request Management.Customizing icons
Synchronize user information from BMC Remedy IT Service Management.More > Configuration > Enable Features, Providers tableEnable the User Details pluggable provider. List of providers
Review the SRDs and catalog sections provided in the MyIT starter kit.Service Requests > Catalog > Catalog SectionsReview the sections provided, and the SRDs included in each section.

From MyIT, you can modify the sections of the catalog and can modify which SRDs are included in the catalog.

From BMC Service Request Management, a service request manager can review and modify details for each SRD, such as the questions asked and the entitlements.

The Request Catalog Manager for all these SRDs is set to the sample data user "Allen Allbrook" in the company "Calbro Services". From BMC Service Request Management, an administrator or Service Request Manager can update the SRDs with the person who is responsible for managing the SRDs.

Set default SRDs for use in the Superbox.Service Requests > Defaults Service Request

Select the appropriate SRDs for both of the following fields:

  • Default Request SRD
  • Default Incident SRD

When a user specifies !Request or !Incident in the Superbox, the default SRD is used.

Best practice - Because the text entered in the Superbox is used to populate the Description field, and no other fields are populated, set the Description field on the SRD as the only required field.

Setting the default service request definitions for MyIT
(Optional) Create a catalog section for each category in BMC Service Request Management.Service Requests > Catalog > Catalog SectionsFor each category that you include from Service Request Management, add a new section to the Catalog. When you add the section, select Link Predefined Groups to the Section (SRM Only), select the appropriate service category, and then select Link Selected Category.This configuration is needed only if you have defined SRDs in BMC Service Request Management. You can use this option to match MyIT catalog sections with Service Request Management categories.
(Optional) Create a catalog section for knowledge articles.Service Requests > Catalog > Catalog SectionsCreate the section for knowledge articles, then select Items to Add to Section. Select knowledge, and select knowledge articles to include.To assist with self service, BMC recommends that you include knowledge articles. Knowledge workers must add the knowledge articles either in BMC Remedy with Smart IT or in BMC Knowledge Management.
(Optional) Add individual SRDs, Quick Links, and knowledge articles to catalog sections.Service Requests > Catalog > Catalog Sections

Select the Catalog section to which you will add items, then select Items to Add to Section. After you select the appropriate category, you can add the individual items.

You can use this option to choose new ways of grouping items in the catalog.Setting up sections in the Catalog
(Optional) Display catalog sections in MyITService Requests > Catalog > SettingsSelect sections from the catalog to display on the Catalog landing and set the sequence in which they are displayed.You can choose predefined catalog sections and selections that you create. In this example,the predefined section Most Common IT Requests [SRM] corresponds to the Popular Requests in the Request Entry Console of BMC Service Request Management. All catalog sections are available from the Browse categories menu, even if they are not displayed on the Catalog page.Setting up sections in the Catalog

Related videos

The following videos show how you can configure BMC Service Request Management so that you can use different features in MyIT

VideoDescription

Part 1:

https://youtu.be/dw-J9aiZlTU

Part 2:

https://youtu.be/m9hphiji4zQ

The following videos demonstrate how you can configure BMC Service Request Management approvals and view the approval requests in MyIT:

  • Part 1—This video (4:55) shows how to configure the Manager and Person types of approvals.
  • Part 2—This video (3:41) shows how to configure the Group and Custom types of approvals.

Note: Although these video show an older version of MyIT, the concept and procedure to configure approvals remains the same.

https://youtu.be/DCx3LHwqQBs

This video (2:57) shows how to configure the Catalog before you can use the SRDs available in the starter kit in MyIT. The video shows how you can create custom Product Catalog entries in BMC Atrium Core.

Related topics

Setting up service requests through BMC Service Request Management

Rebranding the MyIT Universal Client

Support for service request definitions from BMC Service Request Management

Defining popular services in the BMC Service Request Management 9.1 documentation

Getting started with your transition to MyIT

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