This documentation supports the 3.3 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

MyIT 3.3.00 enhancements

This section contains information about enhancements in version 3.3.00 of the MyIT product. 

Tip

MyIT Service Broker integration enhancements

The following enhancements are available to you if you have a valid license to integrate MyIT 3.3.00 with MyIT Service Broker 3.3.00:

Single-service requests and multiple services in shopping cart request

When a self-service user opens a preview of services provided through MyIT Service Broker 3.3.00, the user can select from one of the following request options:

  • Request Now: Begins the request process for the previewed item immediately. The system submits the request after all required user questions have been answered.
  • Add to Cart: Adds the previewed item to a collection for ordering with other items. When the user is ready to order all items in the shopping cart, the user clicks or taps Begin Request.

Important

The option to Add to Cart appears only in the preview of items provided by MyIT Service Broker that are not linked to an external service or BMC Cloud Lifecycle Management.

Unique Order ID and Request ID assigned to self-service requests

When a user submits a request for services provided through MyIT Service Broker 3.3.00, each request is assigned two unique ID numbers:

  • A Request ID is assigned to each item in a request.
  • An Order ID is assigned for each request that is submitted. The same order ID is assigned to all items submitted through a shopping cart or a request for a bundle of services.

In the following illustration, all items requested in the same shopping cart are assigned the same Order ID, even though each item is assigned a unique Request ID.

Order ID can be viewed across all platforms

The assigned Order ID is consistently visible across all platforms—Google Android, Apple iOS, and the Universal Client—on the following screens:

  • Confirmation screen after a successful checkout
  • Request details
  • Timeline
  • News Feed

Order ID and Request ID can be used in search

Users can search for their own requests by entering either the Request ID or the Order ID in the My Activity timeline or the Superbox on the News Feed. The Administrator must enable the Superbox from the MyIT Admin Console.

Descriptive errors for MyIT Service Broker requests

When a user requests a service provided through MyIT Service Broker, if the system cannot process the request, the system shows a descriptive error message that a user can discuss with the user's IT service desk.

Promote service items using banners of different sizes

If you are using MyIT 3.3.00 together with MyIT Service Broker 3.3.00 or later, or if you are using MyIT Digital Workplace, you can promote services or share information using eye catching banners. MyIT administrators can create sections to display the available banners, and place the sections anywhere in the catalog where users can see them.

For more information about setting up banners, see Setting up sections in the Catalog

Installation and upgrade enhancements

MyIT 3.3.00 includes the following installation and upgrade enhancements:

Upgrade recovery

The BMC Remedy with Smart IT 1.5.01 and MyIT 3.3.00 Installer provides an option to recover from an upgrade failure. If the upgrade fails, the installer rolls back all the changes made to the database and configuration files. Rerunning the installer resumes the upgrade process from the point where the upgrade had failed in the previous attempt.  For more information, see Upgrading.

Default integration with BMC Remedy HR Case Management

If BMC Remedy IT Service Management and BMC HR Case Management is installed on the same AR System server, the installer automatically performs the integration with BMC HR Case Management. For more information, see BMC Digital Workplace and Smart IT installation worksheets.

Language support

MyIT 3.3.00 adds support for the Thai (th) language.

For information about other supported languages and locales, see Supported languages and locales. For more information about language selection and localization, see Localizing titles and messages.

Additional enhancements

MyIT 3.3.00 includes the following additional enhancements:

Reports for viewing active users in MyIT and Smart IT

MyIT 3.3.00 provides new web reports that enable administrators to view information about active users in MyIT and BMC Remedy with Smart IT (Smart IT). By default, the reports are available from the MyIT Administration Console to MyIT Admin and MyIT Super Admin users. The reports are a user-friendly alternative to running database queries for the same information. You can specify a date range to filter the report and also export the report in Comma-Separated Values (CSV) format.

The following reports are available:

  • MyIT Active User Report—displays the number of users who logged in to MyIT during a specified period of time. Use this report to find out how many users in your organization are actively using MyIT and derive the number of unused or idle licenses. For detailed information about this report, see Using the Active User Report.
  • Smart IT Active User Report—displays the number of users who logged in to Smart IT during a specified period of time. This report is available only when at least one user has logged in to Smart IT. You can use this report to find out how many users in your organization are actively using Smart IT. For detailed information about this report, see Viewing active users in Smart IT from the Smart IT online documentation.

Changes to the appearance of SRDs in MyIT

In MyIT 3.3.00, the look and feel of Service Request Definitions (SRDs) has changed to align with MyIT Service Broker questions. The SRDs directly imported into MyIT have a more consistent appearance to improve the user's experience when completing the form. In the SRDs required fields are now indicated with an asterisk symbol ( * ) near the field label. The following images show the SRDs in different clients:

Required and optional fields in SRD

Search filters in the Approvals section

In the My Activity > Approvals section, when searching for any requests, you can now apply filters to narrow down your search results. You can then approve or reject each request. The following search filters are available:

  • All—Searches all available metadata elements for requests, such as the request title, description
  • Requested by—Searches for requests ordered by a specific user
  • Requested for—Searches for requests ordered by a user on behalf of another user

The search filters are available only when you use the Universal Client. The Apple iOS and Google Android clients do not have search filters.

The following graphic shows the sequence of actions when you search on the the Universal Client:
(Click the image to enlarge it)

Customizable Superbox placeholder text

The Superbox tutorial is now replaced with simple, yet intuitive placeholder texts that can be customized. As a MyIT administrator, you can customize the Superbox placeholder texts to provide instructions to suit the needs of your users. The same Superbox placeholder texts are displayed on all clients.

For more information, see Customizing the terminology used in BMC Digital Workplace and Localizing titles and messages .

The following images show customized and localized placeholder texts as displayed in different MyIT clients:

Customized Superbox placeholder text

Enhancements to MyIT Health Check utility

The MyIT Health Check utility helps you identify connectivity and configuration issues in your MyIT environment. In version 3.3.00, the utility is enhanced to include the following features:

  • Scripts to run the utility—You can now run the utility using a script (healthcheck.bat for Windows and healthcheck.sh for Linux). The utility script eliminates the need of defining parameter values every time you run the utility. You can edit the scripts, save the parameter values once, and run the utility multiple times. You can use this method as an easy alternative to running the health-runner-version.jar file from CLI.
  • New checks for iOS and Android—You can now run checks to verify push notification configuration on iOS and Android clients.

For information about the utility, methods to run it, and health checks and their results, see Identifying connectivity and configuration issues by running health checks.

Enhancements to the diagnostic utility

The diagnostic utility enables you to run checks for identifying origin of several issues that might occur in your working MyIT environment. In version 3.3.00, the utility is enhanced to include the following features:

  • Scripts to run the utility—You can now run the utility using a script (diagnostic.bat for Windows and diagnostic.sh for Linux). The utility script eliminates the need to define parameter values every time you run the utility. You can edit the script, save the parameter values once, and run the utility multiple times. You can use this method as an easy alternative to running the diagnostic-runner-version.jar from CLI.
  • New checks to verify the Single Sign-On configuration and Google Maps API keys are now available.

For information about the utility, methods to run it, and diagnostic checks and their results, see Identifying the origin of environmental issues by running diagnostic checks.

Analytics tracking

Analytics tracking can help BMC to improve the experience of MyIT. This information helps BMC to improve performance and helps drive the product direction. You can disable or enable analytics tracking. For more information, see Analytics tracking.

Deprecated features

In version 3.3.00, the following features are no longer available:

  • Integration with BMC Remedyforce
  • Chatter integration
  • Offline support in mobile applications

In version 3.3.00, the following features are available only to customers who upgrade and who are using these features:

  • Integration with BMC AppZone
  • Support tab

In version 3.3.00, for customers who perform a fresh installation or upgrade from a previous version without enabling the Support tab, the functionalities of the Support tab are provided by the Catalog tab, along with additional capabilities the Catalog already offers. For more information, see Setting up sections in the Catalog and Setting up the help desk. The following changes also apply:

  • When configuring Service Requests, you cannot configure the type as Problem or Other
  • Service Requests added to the Quick Pick list are displayed as items in the Catalog tab. When adding Service Requests to Quick Pick List, the For Problem Requests and For Other Requests options are no longer available.
  • How-to articles can no longer be added to Quick Pick lists.

For more information about deprecated features, see FAQs and additional resources and  Statement of direction: End of life for features in MyIT in the MyIT 3.2 documentation.

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