Here are some answers to the most frequently asked questions about the BMC Digital Workplace product.
Frequently asked questions about BMC Digital Workplace
BMC Digital Workplace is a set of 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 these solutions must 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 have several options to change the terminology, rebrand BMC Digital Workplace, and icons. For details, see:
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.
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.
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.
Yes, they need only a People entry with a Read license.
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.
The list of supported file extensions is set in the BMC Digital Workplace Admin console, as described in Updating the attachment settings for service requests.
Frequently asked questions about using BMC Digital Workplace on mobile devices in version 19.02.00 and later
The native mobile clients have been deprecated in 19.02 release, and replaced with new mobile client user interface. All the features are available across supported desktop and mobile devices.
No. You can use the BMC Digital Workplace app available from the App Store.
Yes. The BMC Digital Workplace app will work with BMC Digital Workplace 19.02 and later.
That depends on whether you use the BMC 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 Digital Workplace app from the App Store.
If you download and use the BMC Digital Workplace app from the App Store, you will not need to download, resign, or manage certificates for the App.
Try using the mobile browser to access BMC Digital Workplace.
If you are using an Android mobile device, you can access BMC 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.
From the popup displayed when an exception is encountered on the BMC 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.
For additional troubleshooting information, see .
Frequently asked questions about BMC Digital Workplace and BMC Helix Remedy
This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace used in BMC Helix Remedy environments.
BMC Digital Workplace will run on servers different from your BMC Helix Remedy 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.