This documentation supports the 18.11 version of BMC Digital Workplace Basic.
To view an earlier version, select the version from the Product Version menu.


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 06 Dec

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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Date Title Summary
November 30, 2018 18.11.00 enhancements

The 18.11 release provides enhancements in the following areas:

  • Request services with dependencies
  • Reassign approvals to other business users
  • Clear multiple notifications
  • Full text search for service request definitions
  • Additional capabilities for browsing categories
  • Additional languages support


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  Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.

XML and HTML exports

If you require an export in XML or HTML format, contact us.

 

Getting started

 

Configuration example >


Video playlist>

Planning

 

Planning your installation and implementation


Installing

 

Performing the installation

Upgrading

 

Performing the upgrade


Deploying clients

 

Rebranding and deploying clients

Troubleshooting

 

Common issues, error messages, logs, and contacting Support

Features for end users

 

Features for end users


Creating and managing the service catalog

 

Creating catalog sections, service categories, services,

Enabling self-service in an organization

 

Enabling self-service features in your ornanization

Integrating

 

Integrations with other products

Administering

 

General administrative tasks


PDFs and videos

 

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

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You can create a custom PDF for a specific topic, a topic and its children, or a group of topics with a specific label. For information about how you can export a custom PDF from this space, see Exporting to PDF and other formats.


Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Installation videos

The following topics in the Installing BMC Digital Workplace and Installing BMC Digital Workplace Catalog sections contain videos that supplement or replace the text-based documentation:

Client deployment videos

The following topics in the Deploying clients section contain videos that supplement or replace the text-based documentation:

Integration videos

The following topics in the Integrating section contain videos that supplement or replace the text-based documentation:



Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Troubleshooting videos

The following topics in the Troubleshooting section contain videos that supplement or replace the text-based documentation:


FAQs

This topic provides information that supplements the BMC Digital Workplace documentation.


Frequently asked questions about BMC Digital Workplace 

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.

  Are email conversations between support staff and the end user supposed to be displayed in BMC Digital Workplace -> My Activity -> Requests history?

The email conversation between support staff and an end user is not stored in the BMC Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders. 

  What languages does BMC Digital Workplace support?

  • Arabic (AR)
  • Catalan (CA)
  • Chinese, Simplified (ZH-CN)
  • Chinese, Traditional (TW-CN)
  • Danish (DA)
  • Dutch (NL)
  • Finnish (FI)
  • French (FR)
  • German (DE)
  • Greek (EL)

    Note

    Greek language is not supported on mobile devices. The default (English) language is displayed instead. The exceptions are the header menu items that are localized in the BMC Digital Workplace Admin console.

  • Hebrew (HE)
  • Italian (IT)
  • Japanese (JA)
  • Korean (KO)
  • Norwegian (NO)
  • Polish (PL)
  • Portuguese, Brazilian (PT-BR)
  • Romanian (RO)

    Note

    Romanian language is not supported on mobile devices. The default (English) language is displayed instead. The exceptions are the header menu items that are localized in the BMC Digital Workplace Admin console.

  • Russian (RU)
  • Spanish (ES)
  • Swedish (SW)
  • 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 BMC Digital Workplace 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.

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 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.

Related documentation spaces

 

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