This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

22.1 enhancements and patches

Review the BMC Helix Digital Workplace  22.1 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.


BMC applies upgrades as described in  BMC Helix Upgrade policy Open link . BMC applies upgrades and patches during  Maintenance windows Open link


(On premises only)  Downloading and installing the patch

Downloading from EPD

Downloading the installation files Open link

Patch installationSetting up and going live
 


22.1.07

Receive automatic deployment of sample pages for industry verticals

Sample pages for industry verticals are automatically deployed to your development environment if they are not already present. These pages serve as a reference or a good starting point for building your pages. To use a sample page as the starting point, make sure that you duplicate the page and work on the copy instead of the original. For more information, see Sample pages

This capability is available with the BMC Helix Digital WorkplaceAdvanced license.


22.1.06

Save time by leveraging the sample studio pages for industry verticals

This capability is available with the BMC Helix Digital WorkplaceAdvanced license.

BMC provides out-of-the-box sample pages as design ideas for employee landing pages for industry verticals such as telecom and retail. The sample pages are created by using the latest capabilities of Studio in BMC Helix Digital Workplace, to demonstrate multiple layout options for achieving a modern look and feel. 

As an administrator, you can save the time required to create such content-rich and visually appealing pages from scratch. Reuse the images, components, or color-scheme from the pages as is or modify them to suit your organization's requirement. 

Sample pages for the following industry verticals are provided:

  • Automotive
  • Telecom
  • Fashion
  • Retail
  • Entertainment
  • Finance
  • Healthcare

To learn how to download and reuse the sample pages, see Sample pages

To learn more about the benefits, scenario and examples of studio pages, see Studio pages.




Filter asset groups and associated service actions by additional attributes

This capability is available with the BMC Helix Digital WorkplaceAdvanced license.


BMC provides an additional query builder for filtering assets so that BMC Helix Digital Workplace Catalog administrators can use a variety of asset attributes to adjust the display of assets according to their purposes. Using filters, you better organize assets, which helps end users understand what assets are available to them and in which capacity.

To leverage filters:


Changes to in-app help

In-app help has shifted to a movable widget that is available at the bottom of every screen. We streamlined self-help to provide the most useful content. The self-help widget provides access to a product tour, interactive guides, instructions for setting up and going live, and more. In addition, you can continue to find answers to your questions in the online documentation or in our BMC Helix Digital Workplace YouTube playlist Open link .


Consent to use Gainsight Analytics for data collection

BMC uses Gainsight Analytics to collect telemetry data in BMC Helix Digital Workplace.  Gainsight Analytics reporting provides insights about users’ activities within the application. It is used for gaining web statistics and optimizing the functionality and performance of the website. The data helps to gain insights on search behavior to assist with BMC Helix Digital Workplace personalization and marketing research. As an administrator, you can opt in or opt out of data collection from the BMC Helix Innovation Studio UI. 

For new customers, Gainsight Analytics is enabled by default. Gainsight Analytics is also enabled for existing customers, while Mixpanel Analytics is turned off if it was previously enabled.

To learn how modify your consent for data collection, see Setting up and going live

To learn about creating a privacy notice for your end users, see Adding a privacy notice for your end users.


Enhanced search with the use of re-ranking model and natural language searching 

The re-ranking model which was previously available as a beta feature is fully supported in version 22.1.06. The re-ranking search setting helps place the most relevant search results at the top of the page. End users spend less time looking for information and resolve the issues faster.

Natural language searching which was previously available as a beta feature is fully supported in version 22.1.06. Instead of a keyword-based search, you can use conversational language to determine what a user is looking for.  

To learn how to leverage the re-ranking and natural language processing features, see Configuring search results


What else changed in this release

UpdateProduct behavior in versions earlier than 22.1.06Product behavior in 22.1.06

Date type of questions can be added within a repeatable group of questions.

Date type of questions were not supported.

Date type of questions can be added within a repeatable group of questions, along with text field, dropdown (single-select), and toggle type of questions.


22.1.05


Leverage the out-of-the-box IT services

This capability is available with the BMC Helix Digital WorkplaceAdvanced license.

BMC provides an out-of-the-box IT content pack that offers services for common IT-related queries such as fix or repair an asset or a service, request guest WiFi access, or create a user account. It provides flexible and powerful ways to implement these services in your organization with much of your background work already completed. The content pack contains various components such as an IT portal to submit the services, foundation data, approval workflows, fulfillment workflows, and work order templates that are required for the end-to-end resolution of a service request.The IT content pack provides the following benefits: 
  • Ready-made services to quickly implement in your organization.
  • Extend or modify the services to suit your business processes. 
  • Easily rebrand and customize the IT portal for end users. 
  • Faster ROI by reusing BMC provided questionnaires, advanced approval workflows, and fulfillment workflows.

Scenario of leveraging the content pack

Apex Global is a new customer of BMC Helix Digital Workplace and BMC Helix ITSM. As an Apex Global administrator, you contact BMC Customer Support to get the content pack .As a BMC Helix Digital Workplace Catalog administrator, Hannah wants to leverage the content pack to quickly set up common IT services for the employees. Hannah can publish the services for her employees with these simple steps: 
  1. Verify the contents.
  2. Complete the configurations.
  3. Enable the IT portal for end users. 

To learn about the out-of-the-box services, see Out-of-the-box IT services Open link .

To know more about the other content packs provided by BMC, see Providing a unified service catalog.




View and complete To-Dos—single tasks assigned to end users

 


This capability is available with the BMC Helix Digital WorkplaceAdvanced and External user license.

To-dos are single tasks from BMC Helix Business Workflows that are assigned to end users by managers or team leaders. They are actions that end users must complete to achieve a larger, common goal. End users can view and complete their To-dos from the My Activity page or an event section on a studio page.

To-dos provide the following benefits: 

  • Managers or team leaders can assign To-dos to their reportees or colleagues.
  • Assignees receive a notification when To-dos are assigned so that they do not miss them. 
  • Different stakeholders can work at the same time on To-Dos to achieve a common task.
    For example, hiring managers, new hires, and facilities personnel can work on their To-Dos to complete a new hire onboarding process. 
  • Assigners of To-dos can see when the end user marks a To-do as complete.
  • Assigners and assignees can communicate with each other via comments to the To-dos. 

Scenario of an external end user working on To-dos

Sarah is a new employee being onboarded to Apex Global. She is a self-registered, external user of BMC Helix Digital Workplace and needs to complete two action items as part of her onboarding process. 

  • Bill, the hiring manager, assigns the following To-dos to Sarah with an end date:
    • Review, sign, and upload her signed employment contract.
    • Review, sign, and upload her sign-on bonus letter. 
  • Sarah views the To-dos and marks them complete after she uploads the contact and the bonus letter. 
  • Bill can see that Sarah has completed her To-dos.

As an administrator, you can add the To-Do event type to the studio pages. For more information, see Creating pages in the studio.

For more information about To-Dos, see Enabling end users to work on tasks.


Automatically create a service request referencing a BMC Helix ITSM ticket

This capability is available with the BMC Helix Digital WorkplaceAdvanced and BMC Helix ITSM license.

When you raise a BMC Helix ITSM ticket for an incident request, work order, or change request, a corresponding service request can be automatically created and submitted in BMC Helix Digital Workplace Catalog. Comments between the BMC Helix ITSM ticket and the service request are then automatically synchronized. This automation eliminates the time you spend manually creating a service request for each ticket, and also reduces the load for Service Desk Agents switching between applications.

The service request is created whether the ticket is raised by email, Smart Recorder, or the Create Ticket functionality in SmartIT. For more information about this feature, see Creating service requests from BMC Helix ITSM.

In addition, you can use a single BMC Helix Digital Workplace Catalog REST API call to create and submit a service request based on one or more BMC Helix ITSM tickets. For more information about using the REST API, see Implementing BMC Helix Digital Workplace Catalog REST API. For detailed information about this REST API endpoint, see "To create and submit a service request in a single API call" in Endpoints in the BMC Helix Digital Workplace Catalog REST API.


Help end users save time and effort by combining multiple similar items in a single request

This capability is available with the BMC Helix Digital Workplace Advanced license.

Your users save time and effort by adding multiple similar items in the same request. For example, request laptops with different specifications for new employees or access cards for various locations at one time. With the Repeatable Group of Questions, you can configure a group of questions under an umbrella question and make them repeatable. Users can answer them many times to request multiple variants of items. With this set of questions, you can collect multiple instances of the same type of data (line items such as laptops) in a single request. The collected answers appear as a grid, where the questions are the column headers, and each set of responses is added in a new row. 

Scenario: Request laptops for new employees

Six new employees are joining Apex Global, and the IT team member must request laptops for them. Previously, he would have to create six requests, one service request for each employee. Hannah, the catalog administrator, adds a group of questions about laptop specifications to the Request a laptop service. The IT team member answers the same group of questions for each new employee, creating a single service request for the new laptops instead of six separate requests. 

 To learn more, see Creating a repeatable group of questions.


Multi-instance question group


Validate user responses to prevent failures in request processing 

 External validation configured for a service question

This capability is available with the BMC Helix Digital Workplace Advanced license.

To prevent failed requests, use BMC Helix Innovation Studio processes to check whether inputs provided by a user are valid and meet the specified criteria. Only text area and text field questions can be validated.

Scenario: Request to add a user account in the Active Directory

Britney wants to add a user to Active Directory. Britney specifies the user name in the Add users in Active Directory service request. A validation process checks whether the user account exists in Active Directory. If the account does not exist, Britney can submit the request to create the user account. If the user account already exists, validation fails and Britney cannot submit the request. 

Learn how to attach a validation process to a service question in Adding a validation process to a question.


Make catalog services and bundles only a click away on studio pages

This capability is available with the Advanced license

Help employees navigate quickly to services and bundles by adding them to Studio pages instead of to catalog sections.

For more information, see Defining navigation through links in pages.  


The following image shows a catalog section that uses the Compact (small) tile size and a drop shadow.

Customize the appearance of catalog sections in Studio pages

This capability is available with the BMC Helix Digital WorkplaceAdvanced license.

The tiles in catalog sections in Studio pages can be displayed in small, medium, and large sizes. You can use the different sizes in customizing your Studio pages to feature specific catalog items, while still providing visibility for all items.

Additional display options for catalog sections include:

  • Light or dark color theme
  • Whether the catalog section item has a drop shadow
  • Whether the catalog section item is displayed in a list or carousel view

For more information, see "To configure a catalog section" in Creating pages in the studio.


Video

Watch the following video (3:44) for an overview of the new features in version 22.1.05:

https://youtu.be/cyamc6ioBN4


What else changed in this release

UpdateProduct behavior in versions earlier than 22.1.05Product behavior in 22.1.05

Priorities set for broadcasts created in BMC Helix ITSM and  BMC Helix ITSM: Smart IT correspond to broadcast types in BMC Helix Digital Workplace.

All broadcasts created in BMC Helix ITSM and BMC Helix ITSM: Smart IT were shown in BMC Helix Digital Workplace as Information type broadcasts irrespective of their priority.

Priorities set for broadcasts created in BMC Helix ITSM and BMC Helix ITSM: Smart IT correspond to the following broadcast types in BMC Helix Digital Workplace:

  • High — Critical
  • Medium — Warning
  • Low — Information

For more information about how broadcasts that are created in BMC Helix ITSM and BMC Helix ITSM: Smart IT are displayed in BMC Helix Digital Workplace, see Broadcasts.

A shared URL to an immersive catalog section of a studio page always displays the immersive view of that catalog section, even if the enhanced catalog is not enabled.

If the enhanced catalog is not enabled, the shared URL displays a page for unavailable content. By default, this page redirects to the BMC Helix Digital Workplace landing page.

The shared URL always displays the catalog section immersive view.

Additionally, if the enhanced catalog is not enabled, the navigation breadcrumb link now points to the Home page, rather than to an inaccessible catalog page.

For information about making studio pages available to users, including by sharing the URL of a page, see Setting up navigation for your workplace.

Catalog administrators can specify export preferences when exporting services.

All versions and revisions of a service were exported. This would lead to bigger file sizes or timeout errors.

You can configure export preferences to choose what revisions you want to export, to get smaller file sizes and improved performance.

For more information, see Copying services from another system.

The Exchange pluggable provider supports OAuth2 authentication, but does not support deprecated authentication methods such as basic authentication.

The Exchange pluggable provider supported both basic authentication and OAuth2 authentication.

Only OAuth2 authentication is supported. The Enable OAuth2 check box is no longer required and has been removed, along with the User Name and Password fields.

For more information, see List of providers.


In Studio pages that include multiple catalog service banners, the padding between the banners changes depending on whether the page is viewed on a mobile device or on a desktop.

On mobile devices, stacked catalog service banners had the same amount of padding as on a desktop. The padding led to the banners taking up more screen space than necessary.

On mobile devices, the padding between stacked catalog service banners is reduced to use the available screen space more efficiently.

For information about including catalog service banners in Studio pages, see Creating pages in the studio.

When you export a Studio page that contains a catalog section, the catalog section metadata is included in the export package.

Catalog section metadata is not exported.

Catalog section metadata is included in the export package. Additionally, if a catalog section with a matching ID exists in the import environment, you are prompted whether to use the imported catalog section or the destination catalog section.

For more information, see Exporting and importing workplace studio pages.

(BETA) A re-ranking model is used to enhance search results.

When end users ran a search, occasionally even the most relevant results would appear lower in the list, causing irritation and impeding work. 

The re-ranking search setting helps place the most relevant search results at the top of the page. End users spend less time looking for information and resolve the issues faster.

To learn how to leverage the re-ranking feature, see Configuring search results

Changes have been made to the Unicode Common Locale Data Repository (CLDR), which provides localization data used in DWP.

Currency symbols, date and time formats, and so on might have used older localization data. For example, for the en-IN (English India) locale, the symbol for the US dollars currency (USD) was US$.

Changes might be seen in currency symbols, date and time formats, and so on. For example, for the en-IN (English India) locale, the symbol for the US dollars currency (USD) has changed from US$ to $, affecting the display of the currency in the UI.

Changes in default branding settings after upgrade:

  • Buttons do not have borders
  • Default secondary state color is #E5E5E5 or RGB color 229,229,229

Buttons had borders and the default secondary state color was #FAFAFA or RGB color 250,250,250.

The primary and secondary buttons do not have borders. The default secondary state color is #E5E5E5 or RGB color 229,229,229. If the secondary state color in your branding is set to #FAFAFA, after upgrading, it changes automatically to #E5E5E5.

The following image shows how the secondary state color and buttons appear after the upgrade: 
Buttons and secondary color after upgrade

This capability is available with the BMC Helix Digital Workplace Advanced license.

Build a query expression that compares a form field of the Date type with the value of a multiple-choice, single-select question. 

Catalog administrators couldn't create query expressions that compared a field of the Date type from a BMC Helix ITSM form (as a left-side operand) with the value of a multiple-choice, single-select question (as a right-side operand). The multiple-choice, single-select questions were not supported for building such expressions.  

Catalog administrators can build query expressions that compare a field of the Date type from a BMC Helix ITSM form with the value of a multiple-choice, single-select question (by using Single-select Dropdown, Lookup, Radio button, Single-select Table question types).

Important: Only specific multiple-choice, single-select questions can be used in such expressions. Multiple-choice, single-select questions must be dynamically mapped to a form and have the Stored value set to the field of the Date type. For more information about configuring multiple-choice, single-select questions, see Creating selection menus for question responses.

Catalog administrators can build such query expressions to create selection menus for question responses or to create a trigger action that populates date-associated questions with default answers.

The following image shows a sample query that is built to create a selection menu for question responses:

The following image shows a sample query for a trigger action that populates a date-associated question with a default answer: 



22.1.04

Work on BMC Helix Business Workflows cases as an alternate approver from BMC Helix Digital Workplace without switching between the products

This capability is available with the BMC Helix Digital WorkplaceAdvanced license.

Alternate approvers can approve, reject, or put on hold service requests in BMC Helix Digital Workplace that correspond to BMC Helix Business Workflows cases.

This capability benefits the alternate approvers in the following ways:

  • Receive a notification in the BMC Helix Digital Workplace end user console in the bell icon and via email when a service request is assigned to them.  
  • Receive a notification on the mobile phone if push notifications are enabled.
  • Perform actions on the service request without moving away from BMC Helix Digital Workplace. 
  • Add comments to justify the approval action on the service request, which can be viewed by the BMC Helix Business Workflows agents. 

Scenario of alternate approvers working on service requests

  1. Qiwei is an approver who plans a business trip and knows that he will be out of the office for two weeks. 
  2. Qiwei creates a delegation rule in the BMC Helix Digital Workplace end user console and delegates his potential requests to Mary.
  3. As an alternate approver for Qiwei, Mary receives corresponding notifications in her BMC Helix Digital Workplace end user console, and by email.
  4. If a request is assigned to Qiwei during his time away, the request is automatically delivered to Mary.
  5. Mary can approve, reject, or put on hold the request on behalf of Qiwei. 

For more information, see Service request approvals and  Approving or rejecting cases Open link in BMC Helix Business Workflows documentation. 

 


 

Enable end users to add all attachments for answers to service request questionnaires in one go

As a BMC Helix Digital Workplace administrator, you can configure the global setting for the maximum number of attachments (applies to all answers to all service questionnaires in your system) or to a specific question, overriding the global setting. 

The attachment configuration setting benefits the end users in the following ways:

  • End users can add the required numbers of attachments at a time in-context of the questions. 
    For example, attach all proofs to request a change in address in the employee data. 
  • Saves time because they can attach all files at one go without using any workarounds. 

Scenario of configuring global and question-specific number of attachments

Apex Limited has several services created in BMC Helix Digital Workplace Catalog for different lines of business. Most of these services have questions that need up to five attachments. Allen, the BMC Helix Digital Workplace administrator wants end users to be able to add a maximum of five attachments to these services. He increases the default number of three attachments to five attachments globally for all BMC Helix Digital Workplace Catalog native services.

Out of these services, there are two services that require a maximum of 10 attachments. Hannah, the BMC Helix Digital Workplace Catalog administrator increases the question-level maximum attachments to 10 so that it overrides the global setting of five. 

For more information, see Adding questions to a questionnaire and Updating the attachment settings for service requests.


Send broadcasts to individual users and emails, irrespective of the company to which they belong

This capability is available with the Advanced license.

Broadcasts help quickly notify employees about important information or warn about critical changes in the organization. The following updates are introduced for the broadcasts capability:

  • Send broadcasts to individual users and emails.

Scenario of sending a broadcast to individual users

Allen, an HR business partner, wants to notify three managers about the mandatory training titled The Art of Giving Feedback, so he submits a corresponding request.

  • Send broadcasts to users from different companies at the same time.

Scenario of sending broadcasts to different companies

Allen, an administrator at Apex Global, sends a single individual broadcast to Mary from Apex Global and Bob from Centari. Both of them start receiving the broadcast. In past releases, Allen had to create separate broadcasts for users who belonged to different companies.

For more information about creating broadcasts for individual users, see Using Broadcast API endpoints in the BMC Helix Digital Workplace REST API. 

For more information about creating a workflow for a service that sends individual broadcasts, see Calling external workflows.

For an overview of the broadcast concept in BMC Helix Digital Workplace, see Broadcasts.

 The administrator requests a service that triggers a broadcast for individual users:

Targeted users receive the following broadcast: 


 

Receive broadcast notifications in Microsoft Teams

This capability is available with the Advanced license.

End users can receive broadcast notifications in Microsoft Teams through BMC Helix Virtual Agent. To enable this functionality, the administrator must turn on the Helix Virtual Agent displays broadcast-type notifications application feature.

For more information, see Enabling end user features.


What else changed in this release

UpdateProduct behavior in versions earlier than 22.1.04Product behavior in 22.1.04

Enforce view entitlement rules for custom pages from BMC Helix Innovation Studio

When a custom page from BMC Helix Innovation Studiowas added to the navigation menu, all end users would see the page in the menu. On clicking the link to the page, users who were entitled to the BMC Helix Innovation Studio view could view the page, while all other users would see an error message. 

Administrators can choose to apply view entitlement rules to custom pages from BMC Helix Innovation Studio. If this setting is applied, end users who are entitled to the view can see the page in the navigation menu and be able view it. Other end users will not even see the page in the menu.

For more information, see Embedding custom pages from BMC Helix Innovation Studio or external sites.

Users no longer need to log in to receive email and bell notifications

To start receiving email and bell notifications, the initial login to the application was mandatory.


End users can receive email and bell notifications even if they have never logged in to the application. The examples of how users benefit from this feature are as follows:

  • Allen, a new manager, has approval permission. He starts receiving emails with pending approvals though he has not logged in to the application yet. Allen can approve a service request by logging in to the application through the email and clicking Approve.
  • Mary, an employee whose account has been corrupted for three days, obtains a new account. She is responsible for tracking feedback survey on service requests, so after she logs in, all the three-day-old bell notifications are available on the My Activity tab. Hence, Mary does not miss any important information.

For more information, see Notifications.

Improved names of the CMDB pluggable provider's settings

The names of the settings were difficult to understand and required description.

The names of the settings are explicit and self-explanatory. For example, cmdb.query.attr.email has been renamed to Asset email address. For more information, see List of providers.

Include whether a service request is hidden in the process context information for that service request.

The process context information about a service request does not specify whether the service request is set to hidden.

The process context information about a service request includes a Boolean variable, hidden, that is set to true if the service request is hidden.

New format of Notes is used for attachments in service fulfillment request.

When attachments were submitted in response to service questions, the work notes added to the fulfillment request with attachments, had the following default note value: Attachment from Request Entry.

When attachments are submitted in response to service questions, the work notes added to the fulfillment request with attachments, have the following format for the note value: Attachment from Request Entry - <FILE_NAMES>, where <FILE_NAMES> is a comma-separated list of file names that are added as attachments to the work log.

One work log is created for every 3 attachments. 



22.1.02

Identify and rectify broken links easily in studio pages with the intuitive UI

This capability is available with the Advanced license.

Catalog administrators can easily identify broken links for the following components in a studio page: 

  • Asset Group
  • Catalog Section
  • Catalog Banner

The links can break if the mapped component has its content removed from an environment, or  when the page is imported to a different environment where the content might not exist.  Catalog administrators can benefit from this capability in the following ways: 

  • Easily identify which component and label is missing. 
  • Without navigating away, click the component to relink. 

For more information, see Exporting and importing workplace studio pages.

 


   

(BETA) Use row properties to create visually engaging rows in studio pages

This capability is available with the Advanced license

Use row properties to apply design elements, such as background image and color to make a row visually engaging. Add a background to a row to create contrast and provide a context to the text in a component, nest a component within a row to create space around it, separate the sections of your page, add a label or title to a row, and so on.

To learn more about how to customize row properties, such as row background color, vertical and horizontal padding, row width, and so on, see Customizing the appearance of a row.


 (BETA) Use click actions on studio pages to navigate users to catalog services' profile or checkout pages

This capability is available with the Advanced license

Use the click action for an image, button, or content block to open a BMC Helix Digital Workplace Catalog service or service bundle when an end user clicks that element. You can associate the click action with any published service or service bundle. End users will view either the catalog service's profile page or the service's checkout page with the service questionnaire to request the service.   

 



 Prompt approvers to enter a comment before they approve a request

Users defined as approvers can approve and reject end users' business requests. By default, no additional information needs to be provided to users beyond the approval or rejection. Action Request System administrators can require that approvers enter a comment when they approve or reject a request.

For more information, see Requiring approver confirmation for request approvals and rejections.


Analyze usage data using Google Analytics 4

You can use Google Analytics 4 to collect and analyze usage data. Google Analytics 4 is the latest version of Google Analytics, which enables BMC customers to track their activity in BMC Helix Digital Workplace without sharing it with third parties.

Google Analytics 4 offers several advantages over previous versions:

  • Uses event-based tracking instead of session-based, for more granular data
  • Includes innate privacy controls and predictive capabilities
  • Collects data from both websites and apps

For more information, see Using Google Analytics to collect and analyze usage data. For information about Google Analytics 4, see Introduction to Google Analytics 4 Open link .


(BETA) Embed data from custom applications in studio pages to add context to the studio page

This capability is available with the Advanced license.

As an administrator, you can populate data from any custom application or library developed on BMC Helix Innovation Suite.
This capability has the following benefits: 

  • Add data from an applications that are relevant to your line of business. 
  • End users can select, sort, or filter data within the studio page. 

Scenario of embedding data from a custom application

As an administrator at Apex Service, you have used studio pages for your HR line of business. In one of the pages, you want to ensure that managers can view details of their employees such as date of joining, salary, and office location. The administrator decides to add the Record grid component to populate the employee details for the manager. The manager can refer this information to check an upcoming work anniversary or to see how many employees are working from a particular office location. 

You cannot populate data from the following types of applications: 

  • BMC applications or libraries that are part of the BMC Helix Innovation Studio bundle
  • Applications or libraries that have a developer ID starting with com.bmc or BMC Software

For more information, see (BETA) Embedding data from custom applications in the studio pages


What else changed in this release

From version 22.1.02, note the following significant changes in the product behavior:

UpdateProduct behavior in versions earlier than 22.1.02Product behavior in 22.1.02
Improved email validation to mitigate manual errors in typing an email addressEmail addresses were validated against inconsistent policies, which led to confusing errors displayed to end users.Email addresses are validated against strictly defined policies. For more information about email requirements, see Configuring the email server.
Easier login screen branding

To apply the branding changes to the BMC Helix Digital Workplace login page, administrators copied the CSS files to the Tomcat directory. 


Administrators no longer have to copy the CSS files to the Tomcat directory. The custom rebranding is applied directly from the BMC Helix Digital Workplace Administration console. 

For more information, see Rebranding BMC Helix Digital Workplace.

Warning user message for unsupported browsers

An end user was not able to log in to BMC Helix Digital Workplace through an unsupported browser, and a warning message was not shown.

If an end user logs in to BMC Helix Digital Workplace through an unsupported browser, a warning message is shown. The following browsers are unsupported:

  • Internet Explorer 10, 11 and earlier
  • Legacy Microsoft Edge

For more information about supported browsers for each version, see the product compatibility matrix in System requirements.

Improved usability and reduced scrolling for drop-down or pop-up pickers in BMC Helix Digital Workplace, such as calendar date pickers.

All drop-down or pop-up pickers opened downwards from the input. A user might have needed to scroll the page to view the entire picker.

All drop-down or pop-up pickers open so that they are completely displayed on the current page.

If a user scrolls the page while a picker is opened, the pop-up might shift position on the page.

If a user is using a smaller screen, such as a mobile device, the picker might have scroll bars.



22.1.01


Connect to Microsoft Exchange using OAuth2 authentication

You can now connect to the Microsoft Exchange pluggable provider using OAuth2 authentication.

 

22.1


Enhancements in BMC Helix Digital Workplace

The following video (5:18) provides a summary of the enhancements in BMC Helix Digital Workplace version 22.1.


https://youtu.be/q0l26grgOgY


Single documentation space for BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced

This documentation supports BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced license capabilities. The following icons are used in the documentation to distinguish the capabilities for BMC Helix Digital Workplace   Advanced and BMC Helix Digital Workplace   External users: 

  • BMC Helix Digital Workplace   Advanced
  • BMC Helix Digital Workplace External users

For more information, see License types and features.



Enhanced text formatting in comments to service requests and answers to questionnaires

The BMC Helix Digital Workplace Catalog provides an OOTB functionality to enable rich text formatting in comments to service requests. With the improved text editing panel, end users can:

  • Add Bold, Italic, and Underline fonts
  • Select colors
  • Adjust text alignment
  • Insert hyperlinks
  • Add numbered and bulleted lists
  • Drag and drop, copy and paste as well as click the image icon to insert images
  • Add an attachment

Also, a Rich Text Format toggle key has been introduced in Question Designer to enable the enhanced formatting for questionnaires with the Text Area question type. Hence, when submitting reviews for services, end users are able to enhance their feedback by using the improved text editing panel.

For more information about rich text formatting in comments, see Enhanced catalog. For more information about rich text formatting in questionnaires, see Adding questions to a questionnaire .

 



 

Prevent users from cancelling active service requests

Disable active request cancellation in the application features of the BMC Helix Digital Workplace Admin console. This setting controls whether end users can cancel the service that they have requested, which helps prevent disrupting business processes. When the Cancel Request feature is disabled, requestors cannot see the Cancel button as displayed in the screenshot. This global setting impacts all the users and services.

For more information, see Enabling end user features



Support for improved UI of tables displayed in a case or ticket

This capability is available with the BMC Helix Digital Workplace Advanced license:

BMC Helix Digital Workplace displays answers to a service questionnaire in a table format with headers, rows, and columns, including the values in the corresponding case management application, such as BMC Helix Business Workflows.

To learn about the new service broker context, see Process context variable parameters reference.

The answers are displayed in a tabular format for better readability, as shown in the following example image:



Asset group component

Create powerful, efficient workplaces for your lines of business

This capability is available with the BMC Helix Digital Workplace Advanced license:

The BMC Helix Digital Workplace studio includes more features for building workplace pages for your lines of business:

  • With the Asset group component, you can categorize and display an end user's completed service requests and the assets entitled to the user, similar to way you display them on the My Stuff page. To learn how to add an Asset group, see Creating pages in the studio
  • The search template type of content block allows browsing of categories. 
  • Guide users to specific content through contextually relevant inline links. You can add meaningful text and create links that correctly describe the page that you direct your end users to. For more information about the supported URI schemes for inline links, see Defining navigation through links in pages.  

  • In text blocks, use relative links in inline text to make your links work without any modification when you move pages between environments and get your pages active quickly. 
  • Reuse components by copying and pasting them to maintain consistency in look and feel, speed up the design process, and save the time required to create a component from scratch. Only entire components can be copied. You cannot selectively copy attributes of components. To learn about copying and pasting components, see Duplicating content.  
  • Sample pages are provided to help you design and build your studio pages. For more information, see Sample pages.




Control the appearance of your studio pages

This capability is available with the BMC Helix Digital Workplace Advanced license:

Use background images and colors on the page and the content area to create contrast, highlight areas, and draw attention to the graphics and content. Page properties are available for page level styling. Add texture to your pages and the design canvas through background images and colors and create effective pages.

The c olor picker enables you to apply the colors from the branding color palette or any color of your choice to the studio pages. The color picker is available for an element and page component to which you can add color, including the page background. In content blocks, you can override the branding and page color definitions. You can inverse the default color palette to swap the colors; for example, from light text on a dark background to dark text on a light background. 

Manage the colors for your workplace studio pages at the application level, page level, and element level.

To learn how to use the color picker, see Using colors to create visually appealing pages.

Page properties too customize colors and add background images



Export and import of studio pages

Export and import studio pages between environments

This capability is available with the BMC Helix Digital Workplace Advanced license:

Create your studio pages in your development environment, and then copy them to your staging and production environments. From the BMC Helix Digital Workplace studio, create an export package of the studio pages in one environment and import it into another environment. You can transfer a single page or multiple pages. You can export workplace pages irrespective of their status.

For more information, see Exporting and importing workplace studio pages .



Integrate with BMC Helix iPaaS powered by Jitterbit by using templates

This capability is available with the BMC Helix Digital Workplace Advanced  license:

BMC Helix Digital Workplace can be integrated with BMC Helix iPaaS, powered by Jitterbit, which provides the following pre-built integration templates:  

  • Template to create a Microsoft Azure DevOps work item from a BMC Helix Digital Workplace service request.
    You can also use this template to syn
    chronize attachments added in the service request with the corresponding work item. For more information, see  Creating Azure DevOps work items from BMC Helix Digital Workplace requests by using Jitterbit Harmony Open link in the BMC Helix iPaaS documentation. 
  • Template to dynamically fetch answers for BMC Helix Digital Workplace questionnaires from an external database.
    You can use multiple types of databases that suit your requirement and perform the integration. For more information, see Dynamically fetching answers for BMC Helix Digital Workplace questionnaires by using Jitterbit Harmony Open link in the BMC Helix iPaaS documentation.

You must have a valid BMC Helix iPaaS subscription to leverage these integration templates.  




The following image shows the out-of-the-box chatbot avatar:

Easily configure the chatbot avatar in BMC Helix Digital Workplace

This capability is available with the BMC Helix Digital Workplace Advanced  license:

As an administrator, easily embed the chatbot avatar in the BMC Helix Digital Workplace client application without creating custom pages. This provides an easy and fast access to a conversational experience without switching tabs.

You can also customize the following attributes of the chatbot icon:

  • Chatbot avatar image
  • Chatbot position on the page (right or left)
  • Chatbot button and border colors
  • Chatbot tooltip

The capability to embed and customize the chatbot icon is provided out-of-the-box for internal and external users. For more information, see Embedding the chatbot icon.



Submit a service request from a knowledge article

This capability is available with the BMC Helix Digital Workplace Advanced  license:

End users can request for services and bundled services from knowledge articles that are created or synchronized with BMC Helix Knowledge Management by ComAround. This capability offers the following benefits:

  • End users save time by directly accessing all relevant services on the single knowledge article page.
  • Agents know what knowledge has already been shared with the end user, which avoids them from sharing the same same information.
  • Promotes knowledge-first behavior leading to less service requests. 

As a knowledge author and BMC Helix Digital Workplace Catalog administrator, learn how to set up the system so that relevant services are displayed with the knowledge articles at Enabling end users to request services from knowledge articles.

The following image shows how relevant services are displayed with the knowledge articles: 



The following animated video shows how you can sort ad filter service health items:

Enhanced service health items management

This capability is available with the BMC Helix Digital Workplace Advanced  license:

The service health items are enhanced in the following ways:

  • Sort service health items by severity
  • Filter service health items by status

When an end user sorts service health items by severity, they appear according to their status in the following order: Disruption, Maintenance, Status Unavailable, Performance Issue, Information, Available.

For more information about service health items, see Setting up the My Stuff page.



Improve search accuracy of BMC Helix Digital Workplace Catalog services and service requests

This capability is available with the BMC Helix Digital Workplace Advanced license:

As a BMC Helix Digital Workplace Catalog administrator, you can improve the accuracy of search results for end users by:

  • Enabling wildcards

When you enable wildcards, the search starts returning the results by short terms. For example, if you type mac, the search will return all the services that contain mac:

  • Enabling the 'AND' logic

When you enable the 'AND' logic, the search returns only those services that contain all the words in the query, which narrows the search results. For example, if you type new MacBook with the 'OR' logic enabled, the search returns new account, MacBook replacement. With the 'AND' logic enabled, the search returns only the services that contain the full word combination in the service title, description, or tag.

For more information, see Configuring search for enhanced catalog items in BMC Helix Digital Workplace .

The following animated video shows how you can enable wildcards in search: 



The following animated video shows how you can improve accuracy of search results for BMC Helix Business Workflows knowledge articles:

Improve search results for BMC Helix Business Workflows knowledge articles

This capability is available with the BMC Helix Digital Workplace Advanced  license:

As a BMC Helix Digital Workplace administrator, you can improve the accuracy of search results for end users by enabling the 'AND' logic in the BMC Helix Business Workflows  pluggable provider settings . When you enable the 'AND' logic, the search returns only those knowledge articles that contain all the words in the query, which narrows the search results. For example, if you type upgrade macOS with the 'OR' logic enabled, the search returns How to troubleshoot macOS performance issues , How to upgrade macOS. With the 'AND' logic enabled, the search returns only the knowledge article that contain the full word combination in the service title, digest, or keywords.

For information about properties of the BMC Helix Business Workflows pluggable provider, see List of providers.



Create service requests for help desk appointments

This capability is available with the BMC Helix Digital Workplace Advanced  license:

As a Catalog administrator, you can configure BMC Helix Digital Workplace Catalog to display services with help desk appointments so that a service request is automatically created when an end user schedules a help desk appointment. 

Example

A company is allowing its employees to return to work after an extended shutdown. The company wants to enable its employees to book workstations in the office. Britney, an end user, submits a help desk appointment to book a workstation, after which the following actions take place:

  • Britney's manager receives an email to approve or reject her request to work from office.
  • The Facilities team receives an email to approve or reject Britney's request for a workstation.
  • A service request is created to make the workstation and the required IT assets ready for this help desk appointment

The following image shows an example of how Catalog items can be added to automatically create service requests:



Support of the BMC Helix Business Workflows, BMC Helix Virtual Agent, Live Chat, and BMC Helix Knowledge Management by ComAround capabilities for self-registered external users

This capability is available with the BMC Helix Digital Workplace Advanced and external user licenses:

Self-registered external users can leverage the benefits of four BMC products integrated with BMC Helix Digital Workplace. For example, external users can review knowledge articles created in BMC Helix Business Workflows . External users can use BMC Helix Virtual Agent to request such articles. If the results do not satisfy external users, they can use Live Chat to describe a query to the live agent by sending attachments and links, so that the live agent shares the needed articles. The integration provides additional options, such as managing cases and approvals created in BMC Helix Business Workflows, requesting services in BMC Helix Virtual Agent , and troubleshooting issues with services online with human assistance in Live Chat. External users can also search for and view knowledge articles created in BMC Helix Knowledge Management by ComAround.

To learn how to set up the integration with the four BMC products for external users and investigate use cases, see Enabling integrated applications for external users.

What else changed in this release

From version 22.1, note the following significant changes in the product behavior:

UpdateProduct behavior in versions earlier than 22.1Product behavior in 22.1

Support for service actions in custom BMC Helix CMDB classes

Service actions were not available for custom CMDB classes (classes created outside the BMC.CORE namespace in BMC Helix CMDB). As a result, end users could not see service actions for such CMDB classes in the My Stuff tab.

Service actions for custom CMDB classes are now available in the My Stuff tab. For more information about service actions, see Managing service actions .

Bcc supported for email notificationsIf email notifications were sent to more than one recipient, all of the recipients could see each other in the To field.The To field is always empty for all the recipients in email notifications. For more information about email notifications, see Configuring the email server.

BMC Helix Digital Workplace Advanced capability

Disabled duplicate emails about service state change (publishing or rejection) sent to BMC Helix Digital Workplace Catalog administrators in case of email failure for any BMC Helix Digital Workplace Catalog administrator

Previous scenario:

  1. Administrator A publishes or rejects a service. Administrators A, B, and C receive emails about the service state change.
  2. The email for administrator A fails. Administrators B and C receive their emails successfully.
  3. The system resends the email to administrators A, B, C. As a result, administrators B and C receive duplicate emails until administrator A receives an email successfully.

Updated scenario:

  1. Administrator A publishes or rejects a service. Administrators A, B, and C receive emails about the service state change.
  2. The email for administrator A fails. Administrators B and C receive their emails successfully.
  3. The system resends the email only to administrator A until he or she receives an email successfully. Administrators B and C do not receive duplicate emails.
Current time is not populated by default in a Time type field of a questionnaire.Current time is populated by default in a Time type field of a questionnaire.Current time is not populated by default in a Time type field of a questionnaire.
New version available notificationNotifications about new versions were not displayed in the UI.Notifications about new versions provide users with a mechanism to enable them to reload the application and get the latest code.
Name variables available for global search label customization for a more personalized end user experienceName variables were not available to customize the global search labels.Name variables can be added to customize the global search labels. Name variables are replaced by the actual values in the end user console. For example, assume you add the variable, first name, in the search label and the first name of the end user is Britney.  On the My Activity or the Catalog page, the search bar displays the text, "Hello, Britney, how can I help you?" For more information about how to add name variables to customize the global search labels, see Configuring the labels used in BMC Helix Digital Workplace.

BMC Helix Digital Workplace Advanced capability

Rich text formatting for the Create Activity Log For Service Request element in the Questions Designer

The Rtf property was not available for Create Activity Log For Service Request . The Rtf property is available for Create Activity Log For Service Request . This property enables comments with rich text formatting from the workflow to be automatically added to the request details. For the example workflow, see Designing a workflow to create a request activity log.

Reopen a service request for a BMC Helix Business Workflowscase.

As a BMC Helix Business Workflows administrator, reopen the case from BMC Helix Business Workflows. End users cannot reopen the service request from BMC Helix Digital Workplace.

End users can reopen a service request associated with a BMC Helix Business Workflows case from BMC Helix Digital Workplace. The following types of service requests can be reopened: 

  • Cases that are enabled and are not timed-out in BMC Helix Business Workflows.
  • Service requests that are in the Completed state in BMC Helix Digital Workplace. (Cases associated with these service requests are in the Resolved state in BMC Helix Business Workflows). 

As a BMC Helix Digital Workplace Catalog administrator, learn how to enable end users to reopen service requests

View reasons of failure in a log file when you import services.Log file was not available to investigate reasons of failure when importing services from one environment to another. 

As a BMC Helix Digital Workplace Catalog administrator, you can download the log file if importing services fails. A separate log file is created for every import. This log file is not available in the debug logs and can be downloaded from the UI message. 

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