This documentation supports the 20.08 version of BMC Digital Workplace Basic, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product Version menu.

Configuring how approval requests are displayed in BMC Digital Workplace end user console

By default, BMC Digital Workplace displays the approver name and the status of the approval in the details of an approval request. As a BMC Digital Workplace administrator, you can reset the default settings. 

You can also configure a cross-launch option for the approval requests. With this option enabled, approvers can open the approval requests in the applications that generated the approval requests.

Related topic

To configure approval details display

  1. In the BMC Digital Workplace Admin console, select Configuration > Approval.
  2. Navigate to the Approval details section and configure the following options:

If you select the Approval information in request details check box, the requester can see the approval details section in service request details. This section is always available to the approver. The following screenshot shows service request details with the approval details section on the requester's side. If the Approval information in request details check box is clear, this section is displayed only to the approver:

(Version 20.08.01 and later) If you select the Service description in approval details check box, the approver can see the service description field in service request details. This field is never displayed to the requester. The following screenshot shows service request details with the service description on the approver's side. If the Service description in approval details check box is clear, this section is not available to both the approver and requester:

To enable approvers to see change request approval details in Smart IT

  1. In the BMC Digital Workplace Admin console, select Configuration > Approval.

  2. Select Change request approval, and enter a URL:

    You must use the following format for the URL: https://SmartIT server:port/smartit/app/change/{id}

When the cross-launch is enabled, the View link is displayed in the Additional approval details section, as shown in the following image:

If Remedy Single Sign-On is not integrated with BMC Digital Workplace, end users will be required to log in before the approval request is opened in the Smart IT application.

To enable approvers to see approval details in a BMC Business Workflows case

  1. In the BMC Digital Workplace Admin console, select Configuration > Approval.

  2. Select Case approval details, and enter a URL:

    To obtain the URL, open any case from the case library on the BMC Business Workflows server. Then, replace the case's ID value with the {id} parameter at the end of the URL. The format of the URL should follow this pattern:

    http://baseHelixPlatformURL:port/bwfbundle-url/case-lib/{id}

    For example:

    http://BWF_server_1:8000/helix/index.html#/com.bmc.dsm.bwfa/view/com.bmc.dsm.case-lib:Case%20Edit?Case%20ID={id}

When the cross-launch is enabled, an Additional approval details section with a View link is displayed to the approver in the Business Workflows case, as shown below. If Remedy Single Sign-On is not integrated with BMC Digital Workplace, end users will be required to log in before the case is opened on the BMC Business Workflows server. To view the case, the approver must be assigned to the following group and roles in BMC Business Workflows:

  • The Support group that is used for case template on the Business Workflows server
  • The associated Functional roles (for example, FoundationRead and Case Agent)

For more information, see Adding users in BMC Helix Business Workflows Open link .

Additional options that you can enable or disable

Enabling users to put approvals on hold

Enabling users to reassign approvals

Enabling confirmation checks on approving and rejecting requests

Enabling users to delegate approvers

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