This version of the documentation supports the 3.2 version of BMC Digital Workplace Basic. Click here to view the documentation for the current version.

3.2.00 enhancements

This section contains information about enhancements in version 3.2.00 of the BMC MyIT product. 

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BMC MyIT Service Broker 3.2 integration enhancements

A valid license to run BMC MyIT Service Broker 3.2 enables the following enhancements when integrated with BMC MyIT 3.2:

  • Order multiple quantities of services: When users request BMC MyIT Service Broker services, a new drop down selector enables users to request multiple quantities of the same item, up to the maximum allowable quantity, if set. Users can adjust quantities of each item on a shopping cart before submitting the request to order the cart. If the item being requested is a bundle, the user cannot modify the quantities of the individual services within the bundle.
  • Bundled service ordering enhancements: BMC MyIT Service Broker items may be combined into bundles to facilitate ordering related items as combinations. When self-service users order a bundle, they will be presented with the following ordering experiences, depending on how the service catalog administrator set up the bundle:
    • Bundles that provide a single questionnaire at the time of request are attached to a single workflow that directs the fulfillment experience. Self-service users cannot opt out of ordering any of the items in the bundle. The service catalog administrator may choose to use the value of specific questions across multiple services, to simplify the ordering experience for the self-service user.
    • Bundles that provide options for a user to opt out of ordering specific items are designed to fulfill services through the workflows of each individual service within the bundle. The user must complete a separate questionnaire for each service in the bundle at the time of the request. Because the user's responses are not shared across the bundled services, the same question may be asked multiple times.
    • Bundles that are entitled to self-service users may include items that are not entitled to the same user. The self-service user cannot request these items on their own, but only as a part of the bundle. The individual items that are not entitled to the self-service user will be hidden from search. However, if the service catalog administrator has enabled the full catalog view setting, the self-service user can search for the individual items to request as non-company preferred services.
  • Requesting services as another user vs viewing the catalog as another user: Self-service users have two ways for request items on behalf of another user if they are an approved delegate of the other user:
    • The self-service user can change the requested for user at the time of the request. The following illustration shows the dialogues after the self-service user clicks Request Now:
    • The self-service user can change their catalog view temporarily to view the catalog and request services as another user. When viewing the catalog as another user, only the services entitled to the other user are visible, but not their own. The following illustration shows the option beneath the user's profile icon to Request as someone else:
  • Question field enhancements: BMC MyIT supports the following enhancements to questions presented to self-service users at the time of a request:
    • A new file attachment question type can be used to accept file uploads from self-service users. Mobile devices can upload only the file types that are supported by the device. The file attachments can be passed into fulfillment workflows if the fulfillment system supports file attachments.
    • All question types may be assigned a default value by the service catalog administrator. If the question is not also set as read only, the question can be hidden from view and passed into fulfillment workflows.
    • Text, Text area, Date and Time, Date, and Time questions can be marked read-only by the service catalog administrator. The question field will appear on screen with the default value, and the self-service user cannot change this value.
    • Text area questions support multiple lines, and can be given a character limit by the service catalog administrator. The character limit is presented to the self-service user, and counts down the number of allowable characters as the user completes the field.
    • Service catalog administrators can implement field validation through the use of regular expressions.
  • Activity search enhancements: Self-service users can search for past requests in the My Activity list by service name, Request ID, and Order ID. A separate Request ID is generated for each individual service item requested. A separate Order ID is generated for each shopping cart order submitted. Only BMC MyIT Service Broker items can be collected on a shopping cart for ordering at the same time.

BMC HR Case Management integration enhancements

BMC MyIT 3.2.00 includes the following enhancements for integration with BMC HR Case Management:

  • You can configure one or more appointment calendars, so that employees can schedule in-person appointments with HR staff. For details about configuring calendars, see Setting up calendars for appointments.

  • When eForms are included in an HR Solution, BMC MyIT users can submit the eForm from the Universal Client. EForms are electronic forms as part of an HR Solution to replace paper and PDF forms. For more information, see Integrating BMC MyIT with BMC HR Case Management.
  • Business users can rate and provide feedback on HR articles. Users can rate any article as helpful or not helpful, and can see how many people found the article helpful.
  • You can include HR articles in catalog sections. For more information, see Setting up sections in the Catalog.
  • Business users can rate and provide feedback on HR articles. Users can rate any article as helpful or not helpful, and can see how many people found the article helpful. Business users can flag the article to provide feedback to HR on the article. When flagging an article, they can select a multiple choice response and can also enter text into the comment box.
  • You can add sections to the catalog for the most viewed HR solutions and for the most viewed HR articles. For more information, see Setting up sections in the Catalog.

BMC Remedy ITSM version support

BMC Remedy IT Service Management (ITSM) 8.0.00 is the minimum supported version for BMC with Smart IT (Smart IT) 1.5 and BMC MyIT 3.2. The previous versions of Smart IT and BMC MyIT are compatible with BMC Remedy ITSM 7.6.04 SP2 and above.

High availability enhancement

BMC MyIT 3.2.00 expands its support for high availability to include the AlwaysOn feature. To leverage the AlwaysOn feature in a high-availability environment, select the Use AlwaysOn Availability Group feature check box on the BMC Smart IT / MyIT RDBMS Selection installer panel. For more details, see Smart IT and MyIT installation worksheets.

Additional enhancements

BMC MyIT 3.2.00 includes the following additional enhancements:

  • The top navigation bar in the Universal Client has been enhanced, as indicated in the following image. The navigation area is consolidated. My  Activity includes a menu with selections for All activity, Posts, Requests, Appointments, Reservations, and Approvals. The user menu now includes a selection for Edit Profile in addition to the previous selections of the user's profile, Settings, and Sign Out.
  • The navigation menu has been enhanced and condensed in the Google Android mobile application, as displayed in the following image.
    Full_Android_Menu
  • Notification is displayed in all clients when a service request needs attention. For example, when a support agent or approver adds a public comment to a request.
  • Business users can rate and provide feedback on knowledge articles. Users can rate any article as helpful or not helpful, and can see how many people found the article helpful. Business users can flag the article to provide feedback to the author of the article. When flagging an article, the user can select a multiple choice response and can also enter text into the comment box. For information about configuring and localizing the multiple choice responses, see Configuring feedback strings in the BMC Knowledge Management 9.1 documentation.
  • Additional HTML tags (<i> and <em>) are supported in SRD instructions. For a list of all supported HTML tags, see Supported HTML tags in instructions
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