Configuring fulfillment details display in service requests

When users request a service, this process might trigger lots of hidden system activities that are not visible to users. Although not visible to users, these activities are an indispensable part of fulfilling requests. Such background activities are called fulfillment tickets. One service request can be linked to many fulfillment tickets that can be processed by different people.

The following types of fulfillment tickets are available:

• Incident (INC)—A fulfillment type used to track urgent issues.
• Work order (WO)—A fulfillment type used to track repairs, maintenance and installation activities, and service requests that require an on-site visit.
• Change (CRQ)—A fulfillment type aimed to declare that an infrastructure change is going to happen.
• Case—A fulfillment type aimed at resolving business requests; for example, an employee needs a compensation letter from HR or details about company relocation policies.

INCs, WOs, and CRQ tickets are created in BMC Helix ITSM and available in BMC Helix Digital Workplace. Cases are created in BMC Helix Business Workflows and become available in BMC Helix Digital Workplace after the integration with BMC Helix Business Workflows.

By default, end users cannot see the fulfillment details. An administrator needs to enable this feature in the BMC Helix Digital Workplace Admin console. As a result, the following fields become visible in the end-user console:

• ID
• Description
• Last modified date
• Status

To enable fulfillment details in My Activity

1. In the Admin console, navigate to Configuration.
2. In the left panel, click Fulfillment Details.

3. Enable the Show details in My Activity toggle key.

4. Select the fulfillment ticket types for which the IDs must be displayed on the service request tile in My Activity.

To enable fulfillment details in Request Details

1. In the Admin console, navigate to Configuration.
2. In the left panel, click Fulfillment Details.

3. Enable the Show details in Request Details toggle key.

4. Select the fulfillment ticket types for which the details (ID, description, last modified date, and status) must be displayed in the service request details.

This toggle key also enables end users to refer to specific fulfillment tickets in the comments section: