FAQs and additional resources
This topic provides information that supplements the BMC Digital Workplace documentation.
Frequently asked questions about migration of my social data from MongoDB to the BMC Digital Workplace relational database
If you migrate your MongoDB data as part of the upgrade, all your important social and notification data, such as ticket and ticket comments, is migrated together. The time required to migrate your data will be proportional to the amount of data present in the MongoDB, and might increase the time required to upgrade BMC Digital Workplace. For complete control on the size of the data you want to migrate, use the migration utility and define a custom retention period. For example, if data for the last 90 days requires 1 GB of space and all the data in your MongoDB requires 10 GB, you can choose to migrate only 90 days of data.
The data that is on your MongoDB is moved to the relational database (Oracle or Microsoft SQL), that you used to install BMC Digital Workplace.
Yes, it is mandatory to move data from MongoDB to the BMC Digital Workplace RDBMS before you start using BMC Digital Workplace. Set a very low retention period, such as 1 day, to move minimum data from MongoDB and get up and running quickly.
Frequently asked questions about the separation of Smart IT
If you are using Smart IT, you must create a new database or schema that will safely migrate your BMC Digital Workplace data without impacting the functioning of Smart IT. If you have never installed Smart IT or do not use it, you can continue to use the existing database or schema.
With the exception of version 18.02, you must install the patch before upgrading from all supported versions. In version 18.05, the patch has been replaced by the ITSM Integration patch. The User Experience patch has been replaced with the ITSM Integration patch in 18.05. You can upgrade from all versions of BMC Digital Workplace between 3.3.02 and 18.02.
No, your existing configuration is fully supported for this release of BMC Digital Workplace.
Yes, but you must upgrade Remedy ITSM to 18.05 before upgrading Smart IT to 18.05.
With the removal of MongoDB, you can potentially repurpose the MongoDB server as the database or application server. You must make this decision based on your server configuration and other applications that share the server. You should also consider the purpose of the applications, and the impact of maintenance activities such as upgrades, downtimes, and server restarts.
No, these files can be deleted. A utility that automates the configuration and data cleanup tasks is under development.
Frequently asked questions about BMC Digital Workplace for all users
This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace.
BMC Digital Workplace includes mobile and desktop client applications that enable employees to interact with their IT and HR departments efficiently and "in the moment." You can find details about BMC Digital Workplace capabilities in Use cases.
BMC Digital Workplace is aimed at consumers of IT or other services, while BMC Remedy IT Service Management (ITSM) is aimed at staff members delivering or supporting IT or other services. Both BMC Digital Workplace and BMC Remedy ITSM offer mobility UI options. For BMC Remedy ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Remedy with Smart IT.
BMC Digital Workplace is aimed at consumers of IT or other services. Remedy with Smart IT is the new user experience for BMC Remedy ITSM, which is aimed at staff members delivering or supporting IT or other services. Both of them share the same installer and technology infrastructure, but the solutions can be enabled and used independently. For best results in service management, the use of both components is recommended. BMC Digital Workplace has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.
You can, as an administrator, manually update the status of any asset. "Down" printers are shown as red icons, for example, instead of green. Future releases will automatically update status icons of assets on maps.
This is by design. Only requests with Open status are displayed on the Request Timeline. If a request has been set to cancel or closed, they are removed from the Requests view. To view additional requests, click the filter icon and select additional status values.
The email conversation between support staff and an end user is not stored in the BMC Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders.
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For information about which clients and consoles are localized, see Supported languages and locales. For more information about localizing content in BMC Digital Workplace, see the Localizing titles and messages.
No, BMC Digital Workplace does not replace BMC Service Request Management. Instead, it adds value to the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. BMC Digital Workplace replaces the current self-service portal, which customers can still access if they choose to.
One set of users can use BMC Digital Workplace, and another set can use BMC Service Request Management, which is comprised of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Digital Workplace to use the same service request definitions (SRDs).
As of today, your users can use the BMC Service Request Management self-service portal and BMC Digital Workplace. However, you can replace the self-service portal with BMC Digital Workplace.
Anyone accessing BMC Digital Workplace requires a People profile with a minimum of a Read license and a Remedy Login ID.
One. Only BMC Remedy Incident Management uses the floating license. BMC Digital Workplace does not have floating licenses.
No, BMC Digital Workplace supports Microsoft Exchange only.
No, BMC Digital Workplace does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.
Frequently asked questions about BMC Digital Workplace Cloud and BMC Remedy OnDemand
This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace used in BMC Remedy OnDemand environments.
BMC Digital Workplace will run on servers different from your BMC Remedy OnDemand servers.
Yes. The BMC Remedy AR System API is always automatically encrypted.
You will use a different URL.
Yes, users can be logged on to both at the same time.
If it works using BMC Remedy Single Sign-On with BMC Remedy Mid Tier, it will also work with BMC Digital Workplace. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.
It is a shared cluster sized for many customers. No specific provisioning of resources is required per customer. The environment is monitored and sized for growth.
Frequently asked questions about BMC AppZone deprecation
You can replace BMC AppZone with BMC Digital Workplace Catalog. The following table provides a feature comparison. You can choose to implement BMC Digital Workplace Catalog in your BMC Digital Workplace environment, or subscribe to BMC Digital Workplace Catalog Cloud.
|Feature||BMC AppZone||BMC Digital Workplace Catalog|
Recommended Applications from iTunes or Google Play
Optional versus Mandatory items
Service Template Management
Frequently asked questions about Support tab deprecation
Yes, you can continue to use the Support tab, only if you enabled and configured it prior to the upgrade. If you disable the Support tab before upgrading to MyIT 3.3, there will be no way to enable or configure it again.
Versions subsequent to MyIT 3.3 will not support the Support tab in any way.
No, if you installed BMC Digital Workplace 3.3.02 for the first time, you cannot implement the Support tab. BMC highly recommends that you evaluate the broad capabilities and options provided by the Catalog and start providing these enhanced features to your end users.
The Catalog provides the additional capabilities not found on the Support tab:
- Sections to promote top-requested items or content that needs to be more visible
- Sections to include items from entire categories or a custom range of selected items
- Detailed discovery through standard, tree-based lists for categories
- Data collected from various sources, such as Service Request Definitions from BMC Service Request Management; knowledge articles from BMC Knowledge Management; HR requests, how-to items and quick links from BMC HR Case Management, and other sources
- With BMC Digital Workplace Advanced, you can manage an enriched catalog in BMC Digital Workplace Catalog. The enriched catalog provides additional capabilities, such as promotional banners, rich media in catalog profiles, and shopping cart.
In addition, the Catalog is easily configurable. An administrator can set up the sections in Catalog and configure their look and feel. For more information, see Setting up sections in the Catalog.
Related documentation spaces
- BMC CMDB 18.05
- Remedy Knowledge Management 18.05
- BMC Multi-Cloud Service Management 18.05
- Remedy Action Request System 18.05
- Remedy IT Service Management Suite 18.05
- BMC Remedy with Smart IT 18.05
- BMC Service Level Management 18.05
- BMC Service Request Management 18.05
- BMC TrueSight Operations Management 11.0
- Remedy Single Sign-On 18.05
Additional resources from BMC
The following BMC sites provide information outside the BMC Digital Workplace documentation that you might find helpful:
The following are the most recent official documents on the Digital Workplace community: