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Configuration example

MyIT includes many configuration options. You have the flexibility to configure MyIT to best meet your organization's needs. This topic provides an example of configuration options that you might use when first introducing MyIT as a replacement for the Request Entry Console in BMC Service Request Management. In this example, we integrate with BMC Remedy IT Service Management (BMC Remedy ITSM), and disable features not used in Service Request Management.

In this example, BMC Service Request Management has already been in use. Service Request Definitions (SRDs) and knowledge articles have been created and published. Popular service requests were defined in BMC Service Request Management.

In this example, MyIT is configured, so that the functionality available in the Request Entry Console in BMC Service Request Management is available. Most other functionality in MyIT is disabled. The Universal Client (browser access) provides functionality with which Service Request Management users are already familiar.

 How MyIT looks with example configuration applied
 

The following table indicates how to configure BMC MyIT to look like the example.

What Where How Notes Additional information
Enable features used in Service Request Management. More > Configuration > Enable Features

Set each of the following features to Enabled:

  • Approvals
  • Catalog
  • Include request ID on 'Request Again'

When approvals are enabled, managers can approve requests in MyIT.

After you enable the Catalog, you must configure it.

Changing client functionality options
Set the Catalog as the landing page More > Configuration > Enable Features Select Catalog as the landing page.   Changing client functionality options
Disable features not used in Service Request Management. More > Configuration > Enable Features

In this configuration, none of the following features are enabled:

  • Appointments
  • AppZone
  • AppZone Items in Catalog
  • Crowd Sourced Assets
  • Location
  • My Stuff
  • Newsfeed
  • Service Broker Integration
  • Service Health
  • Support
  • User Profile Data Editing

Do not enable the Support tab, because the Catalog provides a better experience, and is more similar to the catalog in BMC Service Request Management.

You can enable any of the other features, if you are ready to start using them. These other features provide capabilities that are not available in the Request Console in BMC Service Request Management.

Changing client functionality options
Enable additional feature to support self-service More > Configuration > Enable Features In this example, the Contact IT button is enabled.

This feature provides an option for self-service users to contact IT.

Configure the Contact IT button with the contact information. so that self-service users can contact IT. The Contact IT button shows contact information for key departments or personnel in your IT resource pool.

After you enable the button, you must configure it with the contact information.

 Virtual Chat

More > Configuration > Enable Features

More > Configuration > Virtual Chat



If you launch Virtual Chat from the Request Console in BMC Service Request Management, enable and configure the cross-launch in MyIT by performing the following steps:

  1. Make sure that Virtual Chat is  set to Enabled.
  2. In the Virtual Chat URL field, specify the URL to connect to the Self Service Portal.

Otherwise, make sure that Virtual Chat is not enabled.

  Integrating BMC MyIT with BMC Virtual Chat
Enable and configure search for knowledge articles. More > Configuration > Enable Features, Providers table

Select the ITSM Knowledge pluggable provider.

For the RKM pluggable provider, configure the rkm.searchResultOption.

  List of providers
Verify BMC Service Request Management settings. More > Configuration > Enable Features, Providers table

Verify that the SRM pluggable provider is enabled and that the settings are correct.

Verify that the Incident Management pluggable provider is disabled.

The SRM pluggable provider enables the connection to BMC Service Request Management. It includes several settings that control behavior within MyIT. For example, whether a service request of the type AIF opens in a new window or in an iframe.

If the Incident Management pluggable provider is enabled, MyIT users could create incidents without using an SRD from the BMC Service Request Management.

Configure MyIT to display SRD and category icons from BMC Service Request Management. More > Configuration > Enable Features, Providers table For the SRM pluggable provider, change the value of useExternalIcon to true.   Customizing icons
Synchronize user information from BMC Remedy IT Service Management. More > Configuration > Enable Features, Providers table Enable the User Details pluggable provider.   List of providers
Set default SRDs for use in the Superbox. Service Requests > Defaults Service Request

Select the appropriate SRDs for both of the following fields:

  • Default Request SRD
  • Default Incident SRD

When a user specifies !Request or !Incident in the Superbox, the default SRD is used.

Best practice - Because the text entered in the Superbox is used to populate the Description field, and no other fields are populated, set the Description field on the SRD as the only required field. If the SRD contains more than one require field, the request will fail.

Setting the default service request definitions for BMC MyIT
Create a catalog section for each category in BMC Service Request Management. Service Requests > Catalog > Catalog Sections For each category that you include from Service Request Management, add a new section to the Catalog. When you add the section, select Link Predefined Groups to the Section (SRM Only), select the appropriate service category, and then select Link Selected Category. You can use this option to match MyIT catalog sections with Service Request Management categories.
(Optional) Create a catalog section for knowledge articles. Service Requests > Catalog > Catalog Sections Create the section for knowledge articles, then select Items to Add to Section. Select knowledge, and select knowledge articles to include. To assist with self service, BMC recommends that you include knowledge articles. Knowledge workers must add the knowledge articles either in BMC Remedy with Smart IT or in BMC Knowledge Management.
Add individual SRDs, Quick Links, and knowledge articles to catalog sections. Service Requests > Catalog > Catalog Sections

Select the Catalog section to which you will add items, then select Items to Add to Section. After you select the appropriate category, you can add the individual items.

You can use this option to choose new ways of grouping items in the catalog. Setting up sections in the Catalog
Display catalog sections in MyIT Service Requests > Catalog > Settings Select sections from the catalog to display on the Catalog landing and set the sequence in which they are displayed. You can choose predefined catalog sections and selections that you create. The predefined section Most Common IT Requests [SRM] corresponds to the Popular Requests in the Request Entry Console of BMC Service Request Management. All catalog sections are available from the Browse categories menu, even if they are not displayed on the Catalog page. Setting up sections in the Catalog

Related videos

The following videos demonstrate how you can configure BMC Service Request Management approvals and view the approval requests in BMC MyIT:

Video Description

https://youtu.be/dw-J9aiZlTU

This video (4:55) is part one of the two part video series. In this part, you can see how to configure the Manager and Person types of approvals.

https://youtu.be/m9hphiji4zQ

This video (3:41) is part two of the two part video series. In this part, you can see how to configure the Group and Custom types of approvals.

Related topics

Setting up service requests through BMC Service Request Management

Rebranding the BMC MyIT Universal Client

Support for service request definitions from BMC Service Request Management

Defining popular services in the BMC Service Request Management 9.1 documentation

Getting started with your transition to BMC MyIT

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Comments

  1. Valentyno Stepanov

    Testing pass.

    Nov 14, 2016 10:15