BMC Helix 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 Helix Digital Workplace capabilities in Use-cases.

BMC Helix Digital Workplace is aimed at consumers of IT or other services, while BMC Helix ITSM is aimed at staff members delivering or supporting IT or other services. Both BMC Helix Digital Workplace and BMC Helix ITSM offer mobility UI options. For BMC Helix ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Helix ITSM: Smart IT.

BMC Helix Digital Workplace is aimed at consumers of IT or other services. BMC Helix ITSM: Smart IT is the new user experience for BMC Helix 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 Helix Digital Workplace has specific user licenses, whereas BMC Helix ITSM: Smart IT is licensed via standard BMC Helix ITSM user licenses.

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

• Configuring-the-labels-used-in-BMC-Helix-Digital-Workplace
• Rebranding-BMC-Helix-Digital-Workplace
• Configuring-icons

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.

If you are locked out and cannot access the features of the app, BMC Helix Digital Workplace provides a convenient link to enable you to call your IT department on the spot. See the Example: Locked-out user account in the requesting services and apps use case.

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 Helix Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders. 

For information about which 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.

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.

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.

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

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

No, BMC Helix Digital Workplace supports Microsoft Exchange only.

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.

Yes.

The list of supported file extensions is set in the BMC Helix Digital Workplace Admin console, as described in Updating-the-attachment-settings-for-service-requests.

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 Helix Digital Workplace app available from the App Store.

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

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.

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.

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

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.

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.

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

Yes.

Yes. The Action Request System (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 Helix Single Sign-On with BMC Mid Tier, it will also work with BMC Helix Digital Workplace. BMC does not do anything special beyond how it works with BMC 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.