Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Support for service request definitions from BMC Service Request Management

Service request definitions (SRDs) from BMC Service Request Management can be one of the sources for your catalog in BMC Helix Digital Workplace. If you have been using BMC Service Request Management and are new to BMC Helix Digital Workplace, you can use your existing SRDs. If you are new to BMC Helix Digital Workplace and BMC Service Request Management, you can use this topic to start planning your SRDs. BMC Helix Digital Workplace provides extensive support for service request definitions (SRDs) from BMC Service Request Management. 

Related topics

Setting up sections in the Catalog

Adding questions to an SRD Open link in the BMC Service Request Management documentation

Features of SRDs

The following table indicates which SRD features BMC Helix Digital Workplace supports. Because of the limitations of mobile devices, some features are not fully supported on mobile devices.

Feature in SRDSupported in end user consoleSupported by mobile clientsAdditional information
SRD design and configuration
ActionsYesYes

Based on the user's input for a field, populate additional service request fields. To configure actions, see Configuring actions to auto-fill responses in a service request Open link in the BMC Service Request Management documentation.

Advanced Interface Form (AIF) SRDsYesNo

AIF SRDs are cross-launched from the BMC Helix Digital Workplace server to the BMC Mid Tier server. AIF SRDs are loaded directly from BMC Mid Tier and submitted to BMC Service Request Management. For information about AIF SRDs, see Creating and using advanced interface forms Open link in the BMC Service Request Management documentation.

If you are using AIF SRDs to perform validation, consider whether you can create non-AIF SRDs. On AIF and non-AIF SRDs, you can perform validation through regular expressions or can prevent invalid responses by using actions to prepopulate question fields.

AttachmentsYesYes

Users can upload up to three attachments to a request. Users can upload attachments to an SRD and comments in the request. The default maximum attachment size is 5 MB.

You can disable the attachment feature. For more information about disabling the attachment feature, see Decreasing traffic load by disabling request attachments.

Conditional questionsYesYes

Radio buttons and check boxes are displayed in the end user console in desktop browsers only. Although radio buttons and check boxes are not displayed on mobile devices, the questions are displayed on mobile devices. To configure conditional questions in SRDs, see Adding branch conditions to questions Open link in the BMC Service Request Management documentation. To configure radio buttons, see Defining radio button questions Open link  in the BMC Service Request Management documentation.

Hidden fieldsYesYes

In BMC Service Request Management, hidden fields are used for calculations. These fields are not displayed in BMC Helix Digital Workplace or BMC Service Request Management. To configure fields as hidden or visible in BMC Helix Digital Workplace, see Configuring visible fields in the Request Entry console Open link in the BMC Service Request Management documentation.

Instructions for questions and for overall service requestYesYes

There are some limits on HTML support, as described in Supported HTML tags in instructions.

To make a hyperlink clickable in the BMC Helix Digital Workplace Service Request window, start it with <a= when adding it to a question in BMC Service Request Management as in the following example:

<a= href="http://www.bmc.com"target="_blank">BMC
</a>
LocalizationYesYes

If you localize SRDs in BMC Service Request Management, users can see service requests in their own language. For more information, see Localizing SRDs Open link in the BMC Service Request Management documentation.

Note: If you localize some, but not all, SRDs that you bring into the Catalog, users will see only the SRDs that are available in their own language, if there is at least one SRD available in that language. For example, if you have 100 SRDs in English and localize 10 SRDs into French, French users will see the 10 French SRDs, and they will not see the remaining 90 SRDs in English.

MultitenancyYesYesIn a multitenant environment, users see only the SRDs applicable to the company to which they belong.
Popular requestsYesYes

In BMC Helix Digital Workplace, you can configure the Quick Pick list to display popular requests from BMC Service Request Management, or you can manually select requests. To automatically populate the Quick Pick list with popular requests from BMC Service Request Management, see "Quick Pick list" in Setting up service requests through BMC Service Request Management.

Quantity and priceYesYes

Price is an optional field on SRDs, as described in Creating a standard SRD Open link in the BMC Service Request Management documentation.

Quick Launch SRD

NoNo

In BMC Service Request Management, Quick Launch SRDs open an external URL and are tracked as requests. This type of SRD is not available in BMC Helix Digital Workplace Catalog.

Best practice: Create an SRD in BMC Service Request Management without questions and with HTML instructions that open the link. The request is only tracked if BMC Helix Digital Workplace users click Submit.


Quick LinksYesYes

In BMC Service Request Management, Quick Links open an external URL and are not tracked as requests. In addition to bringing Quick Links from BMC Service Request Management into BMC Helix Digital Workplace, you can create How-To articles within BMC Helix Digital Workplace that launch external URLs. For more information, see Setting up self-help resources.

Read-only fieldsYesYes

To configure read-only fields in an SRD, see Adding questions to an SRD Open link in the BMC Service Request Management documentation.

Regular expressions for text-based questionsYesYes

See Adding questions to an SRD Open link in the BMC Service Request Management documentation.

SRD icons and category iconsYesYes

If you set images for SRDs or SRD categories in BMC Service Request Management, they are displayed in BMC Helix Digital Workplace instead of the generic icons. To set  images in BMC SRM Service Request Management, see Configuring service request images Open link in the BMC Service Request Management documentation. To set icons in BMC Helix Digital Workplace, see Configuring icons.

StatusesYesYes

For details, see Service request status values Open link in the BMC Service Request Management documentation.

User actions performed on SRDs
Approval statusYesYes

In BMC Helix Digital Workplace, users can see whether a request has been approved. If approval is not complete, users can see which approvals are complete and which are still pending.

Cancel RequestYesYesFrom their timeline or request history, users can open an active request and cancel it.
Contact Coordinator

No

No

The request details do not include a Contact Coordinator button.

Best practice: BMC Helix Digital Workplace users can add comments to a request to ask questions or to provide additional details.

Creating requests "on behalf of"YesYes

This behavior must be configured in BMC Service Request Management, as described in Creating on-behalf-of definition rules Open link in the BMC Service Request Management documentation. In addition, the "Requested by" user must be entitled to submit the request.

The following video (3:50) demonstrates the procedure to create on-behalf-of definition rules and show how end users can submit requests on behalf of other users.

Note: The video shows an older version of BMC Helix Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.



https://youtu.be/pimtu3T1lgk

Favorite requestsYesYes

Desktop and mobile users can designate services and knowledge articles as favorites. For more information, see How favorites work.

Fulfillment IDNoNo

In BMC Helix Digital Workplace, users can see the request ID, but they cannot see the underlying fulfillment ID, such as the Incident Request ID.

Best practice: When a customer asks about an outstanding request, the Service Desk asks for Request ID instead of Incident Request ID.

Request AgainYesYesFrom their timeline or request history, users can open a previous request and select Request Again, adding new details as needed.
Service request process view YesNoIn BMC Service Request Management, business users can check the process for completing their service request.
Survey

Yes

Yes

BMC Helix Digital Workplace sends out surveys for SRDs, provided the surveys are mapped to SRDs in the BMC Helix Digital Workplace Admin console. In BMC Helix Digital Workplace, users can enable or disable survey notifications. If enabled, users receive surveys for completed service requests. For more information, see Setting up satisfaction surveys for HR and IT requests.

View question responsesYesYes

After submitting a request, BMC Helix Digital Workplace users can check the request details to review their responses to questions in the SRD.

Service request fields displayed in BMC Helix Digital Workplace

All fields of the service request are displayed on the Request Details window in BMC Helix Digital Workplace with the exception of hidden fields or custom fields.

The following fields of the service request are displayed on the timeline in BMC Helix Digital Workplace:

  • Title and ID
  • Priority
  • Status
  • Number of files attached (if any)
  • Comments

Supported HTML tags in instructions

BMC Helix Digital Workplace displays instructions for questions and for the overall request. The following HTML tags are supported in instructions:

TagDescription
<a>Hyperlink
<b>Bold
<br>Line break (new line)
<em>Emphasis
<i>Italics
<li>List item
<p>Paragraph
<ol>Ordered list
<u>Underline
<ul>Unordered list

BMC Helix Digital Workplace does not display the instructions if unsupported tags are used.

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