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.

Configuring icons for services and categories


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 Deprecated and discontinued features.

A different icon can be displayed for each item and category in the Catalog. You can use custom icons from BMC Service Request Management. If you have aBMC Helix Digital Workplace Advanced license, you can also use custom icons from this application.

In addition, you can use icons installed with BMC Helix Digital Workplace or you can upload custom icons. If icons are not provided from the integrated applications and you do not specify the icon, a default icon from BMC Helix Digital Workplace is used.
Related topics

Configuring service request images Open link in the BMC Service Request Management documentation

Adding and updating services

Before you begin

Set up the catalog, as described in Setting up sections in the Catalog.

To upload custom icons in BMC Helix Digital Workplace

If your custom icons do not come from integrated applications, you can upload the icons. In addition, you can override icons from integrated applications with custom icons.

  1. Prepare your custom icons.
    Image files for custom icons have the following restrictions:

    File sizeLess than 500 KB
    Formatjpeg, png, or gif


    Optimal dimensions are 300 x 300 pixels. There are no restrictions on dimensions; if you are not satisfied with the icon appearance, you might use a graphics program to crop or resize the image to the optimal dimensions.

  2. In the BMC Helix Digital Workplace Admin console, go to Service Requests > Category and Requests Properties.

  3. From the SRD Categories list, select an SRD category.
  4. From the Available Requests list, select a specific SRD.
    If you do not select a request, the icon applies to all SRDs in the category.
  5. Click Choose File, and browse for a file with an icon. 
  6. Click Upload new image to add the custom icon to the icon library.
  7. Click Change to modify the default icon used for the selected category or request, and click OK.
  8. Save your changes.

To use custom icons from BMC Service Request Management

Images set for services or categories in BMC Service Request Management can be displayed instead of the generic icons in BMC Helix Digital Workplace. To do so, perform the following steps:

  1. From the Admin console, select Configuration.
  2. On the Providers table on the Application Features page, select the Helix ITSM pluggable provider row.
  3. Scroll down to see the Helix ITSM pluggable provider Settings fields.
  4. Select the useExternalIcon check box.
  5. Click Update settings.

Where to go from here

Setting up satisfaction surveys for IT requests

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