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.

Configuration example of replacing the Request Entry Console in BMC Service Request Management

Important

Starting with the 21.3.02 patch, BMC announces changes related to the availability of BMC Service Request Management that might affect your use of BMC Helix Digital Workplace.

For more information, see Product announcements.

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

In this example, BMC Helix Digital Workplace is configured, so the functionality available in the Request Entry Console in BMC Service Request Management is available. Most other functionality in BMC Helix Digital Workplace is disabled. BMC Helix Digital Workplace provides functionality with which BMC Service Request Management users are already familiar.

Related topics

Rebranding BMC Helix Digital Workplace

Support for service request definitions from BMC Service Request Management

Configuring popular services Open link

How BMC Helix Digital Workplace looks with an example configuration applied


 The following table indicates how to configure BMC Helix Digital Workplace to look like the example.

WhatWhereHowNotesAdditional information

Set application features used in BMC Service Request Management.

Configuration > Application Features

Set each of the following features to Enabled:

  • Approvals
  • Catalog
  • Include request ID on 'Request Again'
  • Use ITSM Job Title for user instead of DWP Job Title

When approvals are enabled, managers can approve requests in BMC Helix Digital Workplace.

After you enable the Catalog, you must configure it.

Enabling end user features
Set the Catalog as the landing page.Configuration > Application FeaturesSelect Catalog as the landing page.
Enabling end user features

Disable features not used in BMC Service Request Management.

Configuration > Application Features

Clear the check boxes for the following features so that they are not enabled:

  • Crowd Sourced Assets
  • User Profile Data Editing
  • Appointments
  • Collaborators
  • Enhanced Catalog
  • BMC Helix Innovation Studio
  • Location
  • My Stuff
  • My Activity
  • Service Health
  • Virtual Chat


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

Enabling end user features
Enable an additional feature to support self-service.Configuration > Application Features

Select Contact IT button.

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

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

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

Enable and configure search for knowledge articles.Configuration > Application Features (Providers table)

Select the RKM pluggable provider to enable it.



List of providers
Verify BMC Service Request Management settings.Configuration > Application Features ( Providers table)

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


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


(Optional) Configure BMC Helix Digital Workplace to display SRD and category icons from BMC Service Request Management.

Configuration > Application Features ( Providers table)For the SRM pluggable provider, change the value of useExternalIcon to true.

This configuration is needed only if you have defined SRDs.

 Configuring icons for services and categories

Synchronize user information from BMC Helix ITSM.

Configuration > Application Features ( Providers table)Select the User Details pluggable provider to enable it.
List of providers
Set the default SRD for a service health action.Service Requests > Default Service Request

Select the appropriate SRD for the Default Service Request.


Setting up service requests through BMC Service Request Management

(Optional) Create a catalog section for each category in BMC Service Request Management

Service Requests > Catalog > Catalog Sections

For each category that you include from BMC Service Request Management, add a new section to the Catalog. When you add the section, select Link Predefined Groups to the Section (SRM Only), select the appropriate service category, and then select Link Selected Category.

This configuration is needed only if you have defined SRDs in BMC Service Request Management. You can use this option to match BMC Helix Digital Workplace catalog sections with BMC Service Request Management categories.

(Optional) Create a catalog section for knowledge articles.Service Requests > Catalog > Catalog Sections

Create the section for knowledge articles, and then select Items to Add to Section.

Select knowledge, search for knowledge articles, and select them.

Best practice

To assist with self service, we recommend that you include knowledge articles. Knowledge workers must add the knowledge articles in BMC Helix ITSM: Smart IT or in BMC Helix ITSM: Knowledge Management.

  • Setting up sections in the Catalog

  • BMC Knowledge Management Open link

(Optional) Add individual SRDs, Quick Links, and knowledge articles to catalog sections.Service Requests > Catalog > Catalog Sections

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

You can use this option to choose new ways of grouping items in the catalog.Setting up sections in the Catalog

(Optional) Display catalog sections in BMC Helix Digital Workplace.

Service Requests > Catalog > SettingsSelect sections from the catalog to display on the Catalog landing and set the sequence in which they are displayed.

You can choose predefined catalog sections and selections that you create. In this example, the predefined section Most Common IT Requests [SRM] corresponds to the Popular Requests in the Request Entry Console of BMC Service Request Management. All catalog sections are available from the Browse categories menu, even if they are not displayed on the Catalog page.

Setting up sections in the Catalog


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