This documentation supports the 19.11 version of BMC Helix Digital Workplace Basic.

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

BMC

BMC Helix Digital Workplace Basic 19.11

With BMC Helix Digital Workplace and the BMC Helix Digital Workplace service, your end users can request IT, HR, and other company services through a social media-like interface. Administrators enable self-service features for end users.
Release notes and notices
updated 13 Dec

This section provides information about what is new or changed in this space, including urgent issues, documentation updates, service packs, and patches. 


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DateTitleSummary
November 22, 201919.11 enhancements

The 19.11 release provides enhancements in the following areas:

  • Enhanced global search for end users
  • Natural language processing to improve search results for end users
  • Localized email and push notifications for end users
  • Additional feature settings in the BMC Helix Digital Workplace Admin console
  • Additional label customization

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 Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.


 

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PDFs and videos

 

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

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You can create a custom PDF for a specific topic, a topic and its children, or a group of topics with a specific label. For information about how you can export a custom PDF from this space, see Exporting to PDF and other formats.

Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Installation videos

The following topics in the Installing BMC Helix Digital Workplace sections contain videos that supplement or replace the text-based documentation:

Client deployment videos

The following topics in the Deploying clients section contain videos that supplement or replace the text-based documentation:

Integration videos

The following topics in the Integrating section contain videos that supplement or replace the text-based documentation:



Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Troubleshooting videos

The following topics in the Troubleshooting section contain videos that supplement or replace the text-based documentation:



FAQs and additional resources

This topic provides information that supplements the BMC Helix Digital Workplace documentation.


Frequently asked questions about BMC Helix Digital Workplace

This section provides answers to frequently asked questions (FAQs) about BMC Helix Digital Workplace.

 What is BMC Helix Digital Workplace all about?

BMC Helix 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 Helix Digital Workplace capabilities in Use cases.

 How does BMC Helix Digital Workplace work with other BMC mobility options?

BMC Helix 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 Helix 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.

 What’s the difference between Smart IT and BMC Helix Digital Workplace?

BMC Helix 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 Helix Digital Workplace has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.

 Can I customize BMC Helix Digital Workplace?

You have several options to change the terminology, rebrand BMC Helix Digital Workplace, and icons. For details, see:

 I know you can set up pins on maps to signify assets such as printers. Is there a way to visually show on the same map that a specific printer is down?

As an administrator, you can 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.

 BMC Helix Digital Workplace sounds useful for many problems, but what if my problem is that I'm locked out of my own network? How will BMC Helix Digital Workplace help me then?
 When I load my Request Timeline, I only see open requests. All of my other requests with status of cancelled or closed are not displayed.

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.

 Are email conversations between support staff and the end user supposed to be displayed in BMC Helix Digital Workplace -> My Activity -> Requests history?

The email conversation between support staff and an end user is not stored in the BMC Helix Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders. 

 What languages does BMC Helix Digital Workplace support?
For information about which clients and consoles are localized, see Supported languages and locales. For more information about localizing content in BMC Helix Digital Workplace, see the Localizing titles and messages.
 Does BMC Helix Digital Workplace replace BMC Service Request Management?

No, BMC Helix 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 Helix Digital Workplace replaces the current self-service portal, which customers can still access if they choose to.

 Can we run BMC Helix Digital Workplace and BMC Service Request Management simultaneously? All of our users need access to the same base SRDs, but I want one group of users to use BMC SRM while the other group uses BMC Helix Digital Workplace. Is this okay?

One set of users can use BMC Helix 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 Helix 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 Helix Digital Workplace. However, you can replace the self-service portal with BMC Helix Digital Workplace.

 For a person to have access to BMC Helix Digital Workplace, do they need only a valid People record with a Read license?

Yes, they need only a People entry with a Read license.

 If a support staff member is logged onto BMC Remedy Incident Management with a floating license and also logged onto BMC Helix Digital Workplace to submit a request on behalf of a customer, is the staff member using one or two floating licenses?

One. Only BMC Remedy Incident Management uses the floating license. BMC Helix Digital Workplace does not have floating licenses.

 Does BMC Helix Digital Workplace support Lotus Notes?

No, BMC Helix Digital Workplace supports Microsoft Exchange only.

 Does BMC Helix Digital Workplace check for licenses?

No, BMC Helix Digital Workplace does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.

 Are integrations retained during an upgrade?
Yes.
 Does the BMC Helix Digital Workplace installer have a bundled JRE?
No. Installing a bundled JRE is a prerequisite that you must fulfill before installing BMC Helix Digital Workplace. For more information, see Installing BMC Helix Digital Workplace.
 What file extensions can I use for attachment questions in BMC Helix Digital Workplace?

The default list of allowed attachments is restricted to the following file types: .ai, .avi, .bmp, .csv, .doc, .docx, .gif, .jpeg, .jpg, .mp4, .msg, .pdf, .png, .ppt, .pptx, .psd, .rar, .tif, .tiff, .txt, .vsd, .vsdx, .wmv, .xls, .xlsx, .zip


Frequently asked questions about using BMC Helix Digital Workplace on mobile devices in version 19.02.00 and later

 What features are available on iOS and Android mobile devices?

The native mobile clients have been deprecated in this release, and replaced with new mobile client user interface. All the features are available across supported desktop and mobile devices.

 Do I need to use MDM for distributing the iOS app to my users?

No. You can use the BMC Helix Digital Workplace app available from the App Store.

 Will the BMC Helix Digital Workplace app for iOS devices work with subsequent versions of BMC Helix Digital Workplace?

Yes. The BMC Helix Digital Workplace app will work with BMC Helix Digital Workplace 19.02 and later.

 Do I need to periodically renew my iOS App distribution certificate?

That depends on whether you use the BMC Helix Digital Workplace app available from the App Store or use MDM to sign and distribute the App.

BMC will renew the certificate if you download the BMC Helix Digital Workplace app from the App Store.

 What are the advantages for using the BMC Helix Digital Workplace app from the App store?

If you download and use the BMC Helix Digital Workplace app from the App Store, you will not need to download, resign, or manage certificates for the App.

 What are the steps to troubleshoot connectivity issues on my iOS mobile App?

Try using the mobile browser to access BMC Helix Digital Workplace.

 Do I have to submit my mobile device log for troubleshooting?

If you are using an Android mobile device, you can access BMC Helix Digital Workplace seamlessly using your mobile browser. If you are using the App on an iOS device, you must send the crash report to BMC Support.

 If the App crashes on my iOS device, how do I share the crash report with BMC?

From the popup displayed when an exception is encountered on the BMC Helix Digital Workplace App, select the option to send the crash report to BMC. You must also record the region and time of the crash, and send it to BMC Support. If you are using a crash reporting tool for troubleshooting, you can also send the crash report recorded using that tool to BMC Support.

Tip

For additional troubleshooting information, see  Troubleshooting iOS App resigning issues .

Frequently asked questions about BMC Helix Digital Workplace and BMC Helix Remedy

This section provides answers to frequently asked questions (FAQs) about BMC Helix Digital Workplace used in BMC Helix Remedy environments.


 Will BMC Helix Digital Workplace run on BMC Helix Remedy servers or on different servers?

BMC Helix Digital Workplace will run on servers different from your BMC Helix Remedy servers.

 If the servers are different, will BMC Helix Digital Workplace run in the same data centers as our current BMC Helix Remedy environments?

Yes.

 If the servers are different, is data exchange between BMC Helix Digital Workplace and BMC Helix Remedy encrypted?

Yes. The BMC Remedy AR System API is always automatically encrypted.

 Our users access BMC Helix Remedy through onbmc.com. Will BMC Helix Digital Workplace be accessed through the same URL, or do they need to use a new URL?

You will use a different URL.

 For Support Staff people submitting requests through BMC Helix Digital Workplace, can they be logged on to BMC Helix Digital Workplace and BMC Helix Remedy simultaneously?

Yes, users can be logged on to both at the same time.

 Our BMC Helix Remedy authentication uses SAML and Active Directory Federated Services (AD FS). Our domain-authenticated users never need to supply a password to log on. Can we provision BMC Helix Digital Workplace in the same way?

If it works using BMC Remedy Single Sign-On with BMC Remedy Mid Tier, it will also work with BMC Helix Digital Workplace. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.

 How is our BMC Helix Digital Workplace environment sized to ensure sufficient capacity?

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.

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