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BMC Digital Workplace Basic 3.4

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With BMC Digital Workplace, employees can find the same consumer-oriented experiences they enjoy in their personal lives, with one-stop-shopping for the technology tools they need to do their work effortlessly.
Release notes and notices
updated 18 Sep

This section provides information about what is new or changed in this space, including urgent issues, documentation updates, service packs, and patches. 

 


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Related topics

Known and corrected issues

Support information

 

Downloading the BMC Digital Workplace and Smart IT installation files

 

 

Related release notes

Release notes and notices in BMC Remedy with Smart IT 1.6

Date Title Summary
August 31, 2017 3.4.00 enhancements

The 3.4 release provides the following enhancements:

  • Several enhancements to approvals
  • Support for a multi-tenant environment with BMC HR Case Management
 

 

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Getting started

 

Configuration example >

Planning

 

Planning your installation and implementation


Installing BMC Digital Workplace and Smart IT

 

Installing BMC Digital Workplace and Smart IT



Deploying clients

 

Rebranding and deploying clients


Upgrading

 

Upgrading BMC Digital Workplace and Smart IT, upgrading BMC Digital Workplace Catalog

Troubleshooting

 

Common issues, error messages, logs, and contacting Support

Providing assistance to business users

 

Setting up the Catalog to provide assistance

Administering

 

General administrative tasks

Integrating

 

Integrations with other products

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FAQs

This topic provides information that supplements the BMC Digital Workplace documentation. It contains the following sections:

 

Frequently asked questions about BMC Digital Workplace for all users

This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace.

  What is BMC Digital Workplace all about?

BMC Digital Workplace includes mobile and desktop client applications that enable employees to interact with their IT and HR departments efficiently and "in the moment." You can find details about BMC Digital Workplace capabilities in Use cases.

  How does BMC Digital Workplace work with other BMC mobility options?

BMC Digital Workplace is aimed at consumers of IT or other services, while BMC Remedy IT Service Management (ITSM) is aimed at staff members delivering or supporting IT or other services. Both BMC Digital Workplace and BMC Remedy ITSM offer mobility UI options. For BMC Remedy ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Remedy with Smart IT.

  What’s the difference between Smart IT and BMC Digital Workplace?

BMC Digital Workplace is aimed at consumers of IT or other services. Remedy with Smart IT is the new user experience for BMC Remedy ITSM, which is aimed at staff members delivering or supporting IT or other services. Both of them share the same installer and technology infrastructure, but the solutions can be enabled and used independently. For best results in service management, the use of both components is recommended. BMC Digital Workplace has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.

  Can I customize BMC Digital Workplace?

You have a number of options to change the terminology, to rebrand BMC Digital Workplace, and to customize icons. For details, see:

  I know you can set up pins on maps to signify assets such as printers. Is there a way to visually show on the same map that a specific printer is down?

You can, as an administrator, manually update the status of any asset. "Down" printers are shown as red icons, for example, instead of green. Future releases will automatically update status icons of assets on maps.

  BMC Digital Workplace sounds useful for many problems, but what if my problem is that I'm locked out of my own network? How will BMC Digital Workplace help me then?
  When I load my Request Timeline, I only see open requests. All of my other requests with status of cancelled or closed are not displayed.

This is by design. Only requests with Open status are displayed on the Request Timeline.  If a request has been set to cancel or closed, they are removed from the Requests view. To view additional requests, click the filter icon and select additional status values.

  What languages does BMC Digital Workplace support?

  • Arabic (ar_AE, ar)
  • Catalan (ca)
  • Chinese (zh_CN)
  • Chinese - Traditional Chinese (zh_TW)
  • Danish (da)
  • Dutch (nl_NL, nl)
  • English (en_US, en)
  • Finnish (fi_FI, fi)
  • French (fr_FR, fr)
  • German (de_DE, de)
  • Hebrew (he_IL, he)
  • Japanese (ja_JP, ja)
  • Korean (ko_KR, ko)
  • Norwegian (nb_NO, nn_NO, no)
  • Italian (it_IT, it)
  • Polish (pl_PL,pl)
  • Portuguese (pt_PT, pt)
  • Russian (ru_RU, ru)
  • Spanish (es_ES, es)
  • Swedish (sv_SE, sv)
  • Thai (th)
  • Turkish (tr)
  • Welsh (cy)

For information about which c lients and consoles are localized, see Supported languages and locales. For more information about localizing content in BMC Digital Workplace, see the Localizing titles and messages.
  Does BMC Digital Workplace replace BMC Service Request Management?

No, BMC Digital Workplace does not replace BMC Service Request Management. Instead, it adds value to the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. BMC Digital Workplace replaces the current self-service portal, which customers can still access if they choose to.

  Can we run BMC Digital Workplace and BMC Service Request Management simultaneously? All of our users need access to the same base SRDs, but I want one group of users to use BMC SRM while the other group uses BMC Digital Workplace. Is this okay?

One set of users can use BMC Digital Workplace, and another set can use BMC Service Request Management, which is comprised of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Digital Workplace to use the same service request definitions (SRDs).

As of today, your users can use the BMC Service Request Management self-service portal and BMC Digital Workplace. However, you can replace the self-service portal with BMC Digital Workplace.

  For a person to have access to BMC Digital Workplace, do they need only a valid People record with a Read license?

Yes, they need only a People entry with a Read license.

  If a support staff member is logged onto BMC Remedy Incident Management with a floating license and also logged onto MyIT to submit a request on behalf of a customer, is the staff member using one or two floating licenses?

One. Only BMC Remedy Incident Management uses the floating license. BMC Digital Workplace does not have floating licenses.

  Does BMC Digital Workplace support Lotus Notes?

No, BMC Digital Workplace supports Microsoft Exchange only.

  Does BMC Digital Workplace check for licenses?

No, BMC Digital Workplace does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.

  Are integrations retained during an upgrade?
Yes.
  Does the BMC Digital Workplace installer have a bundled JRE?
No. Installing a bundled JRE is a prerequisite that you must fulfill before installing BMC Digital Workplace. For more information, see Installing BMC Digital Workplace and Smart IT.
  Does MongoDB support Unicode?
Yes, MongoDB supports Unicode (characters).

Frequently asked questions about BMC Digital Workplace Cloud and BMC Remedy OnDemand

This section provides answers to frequently asked questions (FAQs) about BMC Digital Workplace used in BMC Remedy OnDemand environments.

  Will BMC Digital Workplace Cloud run on BMC Remedy OnDemand servers or on different servers?

BMC Digital Workplace will run on servers different from your BMC Remedy OnDemand servers.

  If the servers are different, will BMC Digital Workplace Cloud run in the same data centers as our current BMC Remedy OnDemand environments?

Yes.

  If the servers are different, is data exchange between BMC Digital Workplace Cloud and BMC Remedy OnDemand encrypted?

Yes. The BMC Remedy AR System API is always automatically encrypted.

  Our users access BMC Remedy OnDemand through onbmc.com. Will BMC Digital Workplace Cloud be accessed through the same URL, or do they need to use a new URL?

You will use a different URL.

  For Support Staff people submitting requests through BMC Digital Workplace Cloud, can they be logged on to BMC Digital Workplace Cloud and BMC Remedy OnDemand simultaneously?

Yes, users can be logged on to both at the same time.

  Our BMC Remedy OnDemand authentication uses SAML and Active Directory Federated Services (AD FS). Our domain-authenticated users never need to supply a password to log on. Can we provision BMC Digital Workplace Cloud in the same way?

If it works using BMC Remedy Single Sign-On (or BMC Atrium Single Sign-On) with BMC Remedy Mid Tier, it will also work with BMC Digital Workplace. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.

  How is our BMC Digital Workplace Cloud environment sized to ensure sufficient capacity?

It is a shared cluster sized for many customers. No specific provisioning of resources is required per customer. The environment is monitored and sized for growth.

Frequently asked questions about BMC AppZone deprecation

  I implemented BMC AppZone in a previous version of MyIT. Can I continue to use it with MyIT 3.3 or later versions?

Yes, you can continue to use BMC AppZone with MyIT 3.3, only if you enabled and configured it prior to the upgrade.

If you disabled BMC AppZone, AppZone Items in Catalog feature, or both, before upgrading to MyIT 3.3, you cannot enable or configure these features again. You can continue to use only those features that you enabled prior to upgrading.

Versions subsequent to MyIT 3.3 do not support BMC AppZone in any way.

Information about BMC AppZone is available in the BMC Appzone online documentation at BMC AppZone 2014.03, 2014.04, and 2015.01.

  I performed a fresh installation of MyIT 3.3 or BMC Digital Workplace 3.3.02. Can I implement BMC AppZone?

No, if you installed MyIT 3.3 for the first time, you cannot implement BMC AppZone. Consider using the capabilities offered by BMC Digital Workplace Catalog.

  What options do I have to replace BMC AppZone?

You can replace BMC AppZone with BMC Digital Workplace Catalog. The following table compares the features of all options.

Provided you enable and configure BMC AppZone before upgrading to MyIT 3.3, you can continue to use BMC AppZone until the End of Service (EOS) date.

Feature BMC AppZone BMC Digital Workplace Catalog

Banner Management

(tick) (tick)

Banner Entitlement

(error) (tick)

Banner Scheduling

(error) (tick)

Rich Profile

(tick) (tick)

Bundles

(tick) (tick)

Category Management

(tick) (tick)

Recommended Applications from iTunes or Google Play

(tick) (error)

Optional versus Mandatory items

(error) (tick)

Service Template Management

(error) (tick)

Connectors

(error) (tick)

Service Costing

(error) (tick)

Supplier Management

(error) (tick)

  How do I obtain the functionality equivalent to BMC AppZone?

There are no plans to provide the replacement functionalities of BMC AppZone to on-premise customers. You can choose to implement BMC Digital Workplace Catalog in your BMC Digital Workplace environment or to subscribe to BMC Digital Workplace Catalog Cloud.

Frequently asked questions about Support tab deprecation

  I had implemented the Support tab in a previous version of MyIT. Can I continue to use it with MyIT 3.3 or later versions?

Yes, you can continue to use the Support tab, only if you enabled and configured it prior to the upgrade. If you disable the Support tab before upgrading to MyIT 3.3, there will be no way to enable or configure it again.

Versions subsequent to MyIT 3.3 will not support the Support tab in any way.

  I performed a fresh installation of BMC Digital Workplace 3.3.02. Can I implement the Support tab?

No, if you installed BMC Digital Workplace 3.3.02 for the first time, you cannot implement the Support tab. BMC highly recommends that you evaluate the broad capabilities and options provided by the Catalog and start providing these enhanced features to your end users.

  How is the Catalog better than the Support tab?

The Catalog provides the additional capabilities not found on the Support tab:

  • Sections to promote top-requested items or content that needs to be more visible
  • Sections to include items from entire categories or a custom range of selected items
  • Detailed discovery through standard, tree-based lists for categories
  • Data collected from various sources, such as Service Request Definitions from BMC Service Request Management; knowledge articles from BMC Knowledge Management; HR requests, how-to items and quick links from BMC HR Case Management, and other sources
  • With BMC Digital Workplace Advanced, you can manage an enriched catalog in BMC Digital Workplace Catalog. The enriched catalog provides additional capabilities, such as promotional banners, rich media in catalog profiles, and shopping cart.

In addition, the Catalog is easily configurable. An administrator can set up the sections in Catalog and configure their look and feel. For more information, see Setting up sections in the Catalog. 

Related documentation spaces

Additional resources from BMC

The following BMC sites provide information outside the BMC Digital Workplace documentation that you might find helpful:

 

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