Requesting services and apps
This topic discusses how to integrate other providers into the service catalog in BMC MyIT. The topic includes:
BMC MyIT provides access to all the services your company provides in a Unified Catalog, which houses a familiar online ordering experience. Users visit the Unified Catalog to request services, such as a password reset, a software or mobile app installation, or changes to employee status.
IT departments benefit from reducing the time spent on fulfilling routine service requests.
Users benefit by not having to hunt for the correct form or the responsible department.
Your company benefits by reducing costs through more efficient IT service management processes.
Locked-out user account
Vincent has to work remotely to attend an important sales meeting. On the morning of the meeting, he opens his laptop to join the company VPN and download updates to the slide deck he plans to present. However, he has trouble getting past the logon screen because his account has been locked out.
He cannot remember the phone number for his corporate help desk, and he cannot find the information he needs on his corporate website.
Vincent opens his BMC MyIT application on his tablet. The application recognizes that his account is locked out of the system and provides him with a link to make a phone call to his corporate help desk. With the tap of a link, Vincent is connected to the corporate help desk. He answers a few security questions, and his access is restored.
File access request
Vincent, having his account restored (in the preceding scenario), successfully logs on to his company network and navigates to the shared-document application where his team uploads shared files. However, he sees that he does not have read access to a new folder that contains the updates.
Vincent returns to the BMC MyIT application and checks for any notices or alerts about problems with the shared-document application. Not finding any notices or alerts, he files a support request directly from the BMC MyIT application to have an administrator make the folder available to him. He notices that the category of his problem, File Access Issues, is available from the quick-pick list on his application, and he selects that category to begin filing his request.
After a short time, Vincent checks his application again and sees that the status of his request has changed: someone is working on the problem. Vincent shares a few clarifying text messages with the IT person and soon finds that the problem is resolved. Vincent downloads the presentation that he needs.
After a couple of weeks, Vincent faces the same issue when he tries to access the folder that he was able to open before. In BMC MyIT, he opens the resolved request and clicks Request again. To provide the IT person with more information, Vincent makes a screenshot of the message that appears when trying to access the folder. He attaches this screenshot to the existing request. Soon, the issue is resolved and the reason for this recurring problem is removed.
App installation approval
Karl is logged on to BMC MyIT, and he has found an application in his BMC AppZone catalog that he would like to install. He notices that the application details state that approval is required before the application can be installed. He clicks Request to request access to the application and is prompted to provide a short justification for why he needs it. After he submits his request, the Request button changes to Pending approval.
Karl's request is handled by BMC Service Request Management workflow, and the assigned approver for the application reviews his request and approves it. When the application license is assigned to Karl, he receives a notification in his Social Cloud timeline in BMC MyIT. Karl installs the application on his device by clicking Install on the application details page in the catalog.
To create a service catalog, BMC MyIT pulls in services, apps, VMs, and other resources available to employees from different sources. You must configure the integration with each source as summarized in the following figure.
Setting up service requests through BMC Service Request Management
Configuring the integration with BMC Service Request Management
Setting default service requests
Configure the default service request definition (SRD) from the administration console. The default SRD is used as a fallback request when the user cannot find a meaningful SRD.
From the Default Service Request tab, assign SRDs to three different defaults:
- Default Service Request — Used when creating asset actions and service actions. When you set the action's Type field to Default request, the SRD assigned as the Default Service Request is used.
- Default Request SRD — Used when a user selects !Request in the Superbox.
- Default Incident SRD — Used when a user selects !Incident in the Superbox.
To set up the default service request
- On the Service Requests tab of the BMC MyIT Administration Console, select Default Service Request.
- In the SRD Categories box, select a category and then select a request in that category's Available Requests list (or use the Search box to search for the request).
- From the menu, select one of the default service request types.
The service request is set as the default for the selected request type and replaces any previous service request set as the default.
- To remove the default request types that are already assigned, click Clear.
- Click Save.
For more information, see Creating service request definitions for BMC MyIT.
Configuring categories and requests
You can configure requests to be defined as Problem or Other, and you can configure the icon associated with each category or request.
Advanced interface forms (AIFs) and dynamic queries are supported in BMC MyIT 2.5:
- AIFs are cross-launched from the BMC MyIT application server to the BMC Remedy Mid Tier application server. To avoid the issue of users needing to reauthenticate when transferring between servers, BMC recommends the implementation of BMC Atrium Single Sign-On with BMC Remedy Mid Tier and BMC MyIT.
- AIFs are loaded directly from BMC Remedy Mid Tier and submitted to BMC Service Request Management.
- Dynamic queries are loaded into BMC MyIT.
AIFs are supported only on the Universal Client, not the Android or iOS client.
To configure categories and requests
- On the Service Requests tab of the BMC MyIT Administration Console, select Configure.
- To configure the properties of a category or request, choose a category from the SRD Categories box (or use the Search box to find specific categories or SRDs) and perform one of the following actions:
- For a category—Continue to step 4.
- For a request—Choose the request from the Available requests box.
- Perform one or more of the following actions:
- To categorize a request type, select either Problem or Other.
- To hide a request so that it is unavailable in the Quick Pick list, select it in the Available Requests box and clear the Visibility check box.
- To hide multiple requests, select them in the Available Requests box and select Hide requests in client apps.
- In the Properties area, change the icon for the selected category or request:
- Click Change.
- Select a new icon from the Select Icon dialog box.
- Click Save Request.
Creating Quick Pick lists
The Quick Pick list is the list of services that are available to BMC MyIT users and that is displayed as default selections from the client application (the mobile device application). BMC MyIT administrators can choose which services are shown by default based on most-requested services and other criteria.
To automatically calculate Quick Pick list requests
You can choose to allow the Quick Pick list to be automatically calculated based on the popularity of particular requests.
- On the Service Requests tab, depending on the list that you want to automatically calculate, select either Quick Pick List > For Other Requests or Quick Pick List > For Problem Requests.
- Select Use Popular Requests from BMC Service Request Management.
- Choose how many of the automatically calculated requests are displayed in the client application by adjusting the number in the Show top x requests field.
These requests are filtered by Problem or Other, depending on the section they are in.
- View the calculated list by clicking Show List.
- Click Save.
To manually select Quick Pick list requests
By browsing or searching available request types and adding them to the Quick Pick List pane, you can build the Quick Pick list with as many selections as needed and arrange the order in which the requests are displayed.
- On the Service Requests tab, depending on the list that you want to define, select either Quick Pick List > For Other Requests or Quick Pick List > For Problem Requests.
- Select Use Selected Requests.
- Select the request category from the Categories with SRDs list to display the requests in that category (or use the Search box to search for specific categories or SRDs).
If a service request is dimmed, it is already in the Quick Pick list.
- Select one or more requests and click Add to Quick Pick List.
The selected requests appear at the bottom of the Quick Pick List box.
- Repeat for additional requests to build the Quick Pick list.
- As needed, rearrange the order of requests in the Quick Pick list by selecting requests and clicking Move Up or Move Down.
- Click Save.
Configuring Advanced Interface Forms (AIFs) for BMC MyIT
You must have BMC Service Request Management Administrator permissions to access this form.
- In the BMC MyIT Administration Console, select Configuration > Enable Features > ITSM SRM pluggable provider.
- Set Hostname to the BMC Remedy AR System server host.
- Set Midtier URL to arsys, without a trailing slash character ( / ).
- Configure AIFs in BMC Remedy Mid Tier:
- After logging on to BMC Remedy Mid Tier, open the Application Administration Console, and click the Custom Configuration tab.
- Open Service Request Management > Advanced > Configure Advanced Interface data.
- For each AIF item to use in BMC MyIT, configure the AIF information.
For the Server field, enter the name of the AR System server.
- Click Save.
Where to go next
- Register your AIFs: See Registering AIFs in the BMC Service Request Management documentation.
Setting up VM requests through BMC Cloud Lifecycle Management
Using the BMC MyIT with BMC Cloud Lifecycle Management integration, BMC MyIT users can view and request available VM offerings. Create groups and then add BMC Cloud Lifecycle Management offerings to the group. Users can then access these offerings in the BMC MyIT Unified Catalog. After an offering is provisioned, users can view the provisioned services in the Service Health tab in the MyIT client. If a user clicks a service, a BMC Cloud Lifecycle Management window opens where the user can manage the service. Pending, failed, and other status messages appear in the user's BMC MyIT timeline.
This integration is available for the BMC MyIT Universal Client only, and for on-premises BMC MyIT installations.
- BMC Cloud Lifecycle Management 4.5 or later
- BMC MyIT 2.5 or later
Configuring the integration with BMC Cloud Lifecycle Management
If you change the superuser password in BMC Cloud Lifecycle Management, you must also update the password in the BMC MyIT configuration.
To view the BMC Cloud Lifecycle Management offerings in BMC MyIT, the BMC MyIT administrator must also have the entitlements and permissions configured in BMC Cloud Lifecycle Management.
If you want users to be able to access BMC Cloud Management Lifecycle from BMC MyIT, those users must have the same user names on the BMC Remedy Action Request System server (AR System server) for BMC MyIT and the AR System server for BMC Cloud Lifecycle Management. Additionally, the users should belong to respective BMC Cloud Lifecycle Management groups and tenants in BMC MyIT.
You can configure BMC Distributed Server Option (DSO) workflows to synchronize the users that are created on BMC MyIT with users on BMC Cloud Lifecycle Management. You can also configure DSO workflows with an escalation so that all the existing users are transferred to BMC Cloud Lifecycle Management first. For more information, see Integrating with brownfield Corporate Atrium and Tenants in the BMC Cloud Lifecycle Management documentation.
If you use DSO to move users, manage the users from the BMC MyIT AR System server. Otherwise, you run the risk of overwriting BMC Cloud Lifecycle Management user permissions when DSO migrates users from BMC MyIT to BMC Cloud Lifecycle Management. On BMC MyIT AR System server, create BMC Cloud Lifecycle Management groups and roles. That way, you can assign BMC MyIT users the appropriate BMC Cloud Lifecycle Management group permissions, and then transfer the users to BMC Cloud Lifecycle Management with appropriate groups in place.
For more information, see the following topics in the BMC Cloud Lifecycle Management documentation:
- Managing entitlement packages
- Selecting tenant entitlement packages
- Updating an existing user account with cloud administrator permissions
To integrate with BMC Cloud Lifecycle Management
- In the BMC MyIT Administration Console, select Configuration > Enable Features.
In the first table, select Unified Catalog (if it is not already selected).
The options ensures that BMC Cloud Management service offerings appear on the Unified Catalog page under the Service Requests tab in BMC MyIT.
In BMC MyIT, CLM service offerings appear only on the Unified Catalog page, or users can search for them from the Superbox. (The offerings do not appear on the Support page under “I need something else.”)
- In the Providers table, select CLM cloud services pluggable provider.
- In the Provider Settings section, click the field for the clm.rest.uri provider setting, and enter the CLM Platform Manager URL to access the BMC Cloud Lifecycle Management service offerings and related items.
- Click the field for the super-user.key provider setting, and enter the Platform Manager password you entered during the BMC Cloud Lifecycle Management installation.
- Click the CLM Configuration link.
- In the CLM Portal URL field, enter the URL for the BMC Cloud Lifecycle Management end user portal (EUP, also called the My Cloud Services console).
Use this format: http://<CLMportalURL>:<portNumber>, for example, http://clm-vm1.calbro.com:9090. Do not append clmui to the end of the URL.
- Click Save.
- Click Reload providers.
- (Optional) If CLM uses a secure sockets layer (SSL), copy the root certificate for the self-signed or third-party certificate to the BMC MyIT system and import the certificate into the Java cacerts file for the Java that BMC MyIT uses.
If you use SSL for the BMC Cloud Lifecycle Management server, make sure you are using the https URL that is used for the clm.rest.uri. (This also applies to CLM Portal URL, if it is also configured on a secure server).
Creating BMC Cloud Lifecycle Management sections in the Unified Catalog
To make offerings available to BMC MyIT users, create BMC Cloud Lifecycle Management sections in BMC MyIT, and then add selected offerings to the sections. Sections are not immediately available to users.
With sections, you can group offerings by user, department, platform, and other categories.
Next, to make the BMC Cloud Lifecycle Management sections and offerings available to BMC MyIT users, add the sections to the Unified Catalog.
Setting up app requests through BMC AppZone
- You must purchase BMC AppZone to use it with BMC MyIT.
- Because BMC AppZone is a cloud-based solution, BMC MyIT must be exposed externally so that BMC AppZone and the BMC MyIT server can communicate with one another.
- Contact Customer Support to have your store enabled for BMC MyIT integration.
Getting the URL, token, and secret information values
You must have the values for the following properties to configure the BMC AppZone integration:
- The URL to your app store, which is the base URL of your BMC AppZone environment; for example, .
- The unique token for your BMC AppZone store.
- The shared secret information for your BMC AppZone store.
To find the token and secret information
- Using your store admin credentials, log on to your BMC AppZone Administration Console (for example, ).
As shown here, your store URL should be the base URL:
- From the top menu, select Store.
- Find the API Token and Shared Secret values.
Configuring the connect.properties for BMC MyIT
After configuring the BMC AppZone properties, restart the Apache Tomcat server.
If you configured the BMC AppZone integration in a previous release of BMC MyIT, copy the values from the connect.properties file in the Apache Tomcat server installation folder. Otherwise, the integration will not work after the upgrade.
Configuring BMC MyIT settings in the app store
For more information, see Configuring a BMC MyIT store in the BMC AppZone documentation.
- Log on to your app store.
Click the Store tab and then click the MyIT link.
NoteIf you do not see MyIT under the Store tab, contact Customer Support to have your store enabled for BMC MyIT integration.
Click the Store tab and then click the MyIT link.
Configure the BMC MyIT settings as shown in the following table:
Parameter Additional information MyIT Server Host — MyIT Server Port — MyIT Uses SSL (Optional) Select to specify that your BMC MyIT store will use HTTPS protocol.
If you do not select the check box, your store will use HTTP protocol by default.
MyIT Authentication Type
- If Username, enter your BMC MyIT Admin username and password.
Note: For demoing or testing BMC MyIT, username authentication type will suffice. However, for production deployment, the integration must be set up to use the Token method.
- If Token, you can get the Token and Secret information from the BMC MyIT connect.properties file, as shown in the following example:
MyIT Tenant ID
(Optional) For multitenant environments, enter your Tenant ID, which you can find by running the following command with your BMC MyIT database:
SELECT * FROM MyIT_Business_Schema_Name.USER_DETAILS
Search for your BMC MyIT user logon to find the TENANT_ID value. In the following example, two users have the same tenant ID:
SRD Settings (Optional) SRD settings are used only if you have default SRDs for all of your common requests by product type. Prefilling them enables the system to gather basic information about the user and details about the request, and prepopulates the form when the user tries to request that particular SRD. Enable Catalog (Optional) Select this setting to switch BMC AppZone from being a purely mobile catalog and enable the greater catalog, which has the ability to request applications and services rather than just assigning them. Import Users from MyIT Instance (Optional) Click this button only if you need to manage users in BMC AppZone in advance; for example assigning users to groups and adding application assignments. Otherwise, users are automatically registered and added to BMC AppZone at their initial logon to the BMC AppZone portion of BMC MyIT. Sync Applications with MyIT Instance (Optional) This feature applies only to an app store that has been in the standalone BMC AppZone store for a while. It changes to a BMC MyIT integrated instance. This feature copies all existing AppZone applications to BMC MyIT.
- If Username, enter your BMC MyIT Admin username and password.
- Click Update to save your changes.
If BMC AppZone does not appear in the BMC MyIT apps, perform the following checks or actions:
- Ensure that BMC AppZone is enabled in Administration Console > Configuration > Enable Features. For more information, see Changing client functionality options.
- From the Universal Client or the iOS or Android app, log off, clear the cache, and log on again.