BMC Digital Workplace includes many configuration options. You have the flexibility to configure BMC Digital Workplace to best meet your organization's needs. This topic provides an example of configuration options that you might use when first introducing BMC Digital Workplace 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 BMC Digital Workplace.
In this example, BMC Digital Workplace is configured, so that the functionality available in the Request Entry Console in BMC Service Request Management is available. Most other functionality in BMC Digital Workplace is disabled. The Universal Client (browser access) provides functionality with which Service Request Management users are already familiar.
How BMC Digital Workplace looks with an example configuration applied
The following table indicates how to configure BMC Digital Workplace to look like the example.
|Enable features used in Service Request Management.||Configuration > Enable Features|
Set each of the following features to Enabled:
When approvals are enabled, managers can approve requests in BMC Digital Workplace.
After you enable the Catalog, you must configure it.
|Enabling end user features|
|Set the Catalog as the landing page||Configuration > Enable Features||Select Catalog as the landing page.||Enabling end user features|
|Disable features not used in Service Request Management.||Configuration > Enable Features|
In this configuration, none of the following features are enabled:
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.
|Enabling end user features|
|Enable additional feature to support self-service||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.||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.||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 BMC Digital Workplace. For example, whether a service request of the type AIF opens in a new window or in an iframe.
(Optional) Configure BMC Digital Workplace to display SRD and category icons from BMC Service Request Management.
|Configuration > Enable Features, Providers table||For 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.||Configuration > Enable Features, Providers table||Enable the User Details pluggable provider.||List of providers|
Review the SRDs and catalog sections provided in the BMC Digital Workplacestarter kit.
|Service Requests > Catalog > Catalog Sections||Review the sections provided, and the SRDs included in each section.|
From BMC Digital Workplace, 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 > Default Service Request|
Select the appropriate SRDs for both of the following fields:
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 up service requests through BMC Service Request Management|
|(Optional) Create a catalog section for each category in BMC Service Request Management.||Service Requests > Catalog > Catalog Sections||For 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 BMC Digital Workplace catalog sections with Service Request Management categories.
|(Optional) Create a catalog section for knowledge articles.||Service Requests > Catalog > Catalog Sections||Create 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 BMC Digital Workplace
|Service Requests > Catalog > Settings||Select 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|
The following videos show how you can configure BMC Service Request Management so that you can use different features in BMC Digital Workplace.
The videos show an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.
The following videos demonstrate how you can configure BMC Service Request Management approvals and view the approval requests in BMC Digital Workplace:
Note: Although these video show an older version of BMC Digital Workplace, the concept and procedure to configure approvals remains the same.
This video (2:57) shows how to configure the Catalog before you can use the SRDs available in the starter kit in BMC Digital Workplace. The video shows how you can create custom Product Catalog entries in BMC Atrium Core.