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.

Enabling end user features

As an administrator, you adjust the application to provide a seamless end user experience. You can enable features that end users need in their business environment. You can also disable features that you might not want to use immediately in your deployment. You manage features to set up an efficient workspace where people easily collaborate and effortlessly request services. 

To enable end-user features

  1. In the BMC Helix Digital Workplace Admin console (http://server:port/dwp/admin), go to Configuration > Application Features.

  2. To enable or disable specific options, select or clear the associated check boxes in the Features table.
    The changes are automatically saved.

Important

After a client feature is enabled or disabled, users must restart the client application.

End-user features

You can enable or disable the following features. Features marked with require a BMC Helix Digital Workplace Advanced license.

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FeatureDescriptionExample 
Additional options in the user interface

Appointments (Available only if the Catalog feature is enabled in the Navigation manager)

Enables end users to schedule appointments with the help desk.

You configure this feature on the Help Desk tab of the Admin console. The Appointments feature depends on the self-service features. For more information, see Setting up help desk appointments.

Browse Category

Enables end users to filter services by the categories on the Catalog page. When this feature is disabled, the Browse categories option is not available in the end user console.


Contact IT button

Enables the Contact IT button on the Catalog tab. Shows contact information for key departments or personnel in your IT resource pool. To configure the information displayed when users click Contact IT, see Setting up phone contacts and the Contact IT button.

Service Health (Available only if the My Stuff feature is enabled in the Navigation manager)

Enables features linked to the Services tab of the Admin console. Self-service users see service health on the My Stuff tab of the end user console. For more information, see Setting up service health items.

Studio (expose pages to end users)

Enables end users to see and select a custom page. You can also set a custom page as the landing page, see Building a custom page for end users.

End-user experience
App Selection for Shared Links (Available for mobile clients only)Enables end users to select how to open a shared link: in a browser or through the iOS wrapper app. This feature is enabled by default. If it is disabled, the app selection page is not available, and a shared link is automatically displayed in a browser. Disable this feature when end users do not have the iOS wrapper app installed.

Catalog Ratings and Reviews (Available only if the Enhanced Catalog feature is enabled)

Enables end users to rate and review Catalog requests. For more information, see Enhanced catalog.

Collaborators (Available only if the Enhanced Catalog feature is enabled)

Enables collaboration on service requests. When the setting is enabled, all users in your organization can add collaborators to their service requests. For details about service requests collaboration, see Collaborating with other users on service requests.

Include Group Members for Notifications

Enables members of a collaborator group to receive notifications.
Important: You can select this feature only if you have selected the Collaborators feature check box.


Crowd Sourced Assets

Enables end users to create assets from a floor map, including setting their name, type, description, and location. This change does not affect users' ability to check in or make reservations for an asset. You must also enable users to create assets for each asset type. If this feature is disabled, only the Admin can add assets. For more information about allowing users to create an asset type, see Managing assets on floor maps.

Enhanced Catalog

Enables end users to see and request services from BMC Helix Digital Workplace Catalog.

You must also configure details about the integration, see Enabling and configuring the enhanced catalog.

The following screenshot shows the BMC Helix Digital Workplace Catalog services.

Include Users in SearchEnables end users to search other end users by name. If this feature is disabled, no results are returned.

Posts

Enables end users to add social posts; see Managing social posts.

Shopping Cart (Available only if the Enhanced Catalog feature is enabled)

Enables the shopping cart and Add to Cart option. For more information, see Submitting service requests.

Sign Out

Enables the Sign out option button.

Social Activities

Enables end users to post any information on a user profile, group profile, asset profile, and location profile; see Managing social posts.


User profile data editing (work details)

Enables end users to update their work email and work phone number from their profile in the preferences.

If this feature is enabled, the work email and work phone updated in the end user profile are taken to the CTM:People form in BMC Helix ITSM. If this feature is disabled, the work email and work phone number are read-only. Regardless of this setting, end users can add other profile data such as additional email addresses and phone numbers.

If this feature is disabled, end users see the padlock icons next to the work email and work phone.

Use ITSM foundation user job title

If the BMC Helix ITSM administrator changes the user job title in the CTM:People form, the job title in BMC Helix Digital Workplace is also updated after the user logs in again, and vice versa.

For more information, see Setting up end users' job titles synchronization.


Real-world example: Bob, a head of company A, wants to promote his colleagues to seniors based on their work results. In BMC Helix ITSM, he updates job titles of his teammates.

Use ITSM foundation user profile image

If the BMC Helix ITSM administrator changes the user profile image in the CTM:People form, the profile image in BMC Helix Digital Workplace is also updated after the user logs in again.

For more information, see Setting up end users' job titles synchronization.

Real-world example: Bob, a manager at company A, has worked with the design department on brand-new avatars for team leads. In BMC Helix ITSM, he adds new profile pictures of his teammates so that their old images are updated.

Integration with other BMC products

BMC Helix Innovation Studio

Enables end users to see BMC Helix Innovation Studio and external pages in BMC Helix Digital Workplace.

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

Helix Chatbot

Enables end users to launch BMC Helix Virtual Agent from BMC Helix Digital Workplace.

You can configure this feature in Configuration > Chat.

Helix Virtual Agent displays broadcast-type notifications

Enables end users to receive broadcasts in Microsoft Teams through BMC Helix Virtual Agent

To-dos

Enables end users to view To-dos assigned to them and mark them complete. 

The To-dos are associated with cases in BMC Helix Business Workflows.


Virtual Chat

Enables you to integrate BMC Helix Digital Workplace with Live Chat to interact with agents.


Notifications
In-app Notifications

Enables the bell notification icon. End users start receiving in-app notifications on desktop, mobile, and tablet.

This feature can be disabled in the end user console. If the end user disables in-app notifications and resumes them later, they will receive all the notifications that they missed during the cut-off period. For more information, see Setting up end-user preferences.

Include Group Members for Notifications (Available only if the Collaborators feature is enabled)

Enables sending email and push notifications to members of collaborator groups when the following events occur:

  • Comment on the shared request
    Applicable only when:
    a) IT agent or approver comments on service requests imported from BMC Service Request Management
    b) Approver comments on service requests imported from BMC Helix Digital Workplace Catalog
  • Update of the shared request status

This feature is disabled by default. For details about how to enable service request collaboration, see Enabling service request collaboration.

Notification Settings for Requests

Enables the notification settings that allow end users to turn request notifications on and off. For more information, see Configuring the email server.

Self-help resources
Hide How-To URL

Hides the URL to a how-to resource on the Catalog tab and in the search results. This feature is disabled by default. If you have not set up links to how-to resources, see Setting up self-help resources.

Hide Quick Link URL

Hides the URL to a quick link on the Catalog tab and in the search results.

This feature is disabled by default.

Knowledge Article Feedback

Enables end users to add feedback for knowledge articles. For more information, see Enabling self-service in an organization.

Similar Knowledge Articles

Enables end users to search for similar knowledge articles. For more information, see Enabling self-service in an organization.

Service requests
Cancel Request

Enables end users to cancel active single service requests and bundles. By default, this setting is turned on. When the feature is disabled, the Cancel button is hidden from the following parts of the application:

  • Active events
  • Global search
  • Service details 

Active events

Global search

Service details 

Bundles

Confidential Question

For any question type that has a Confidential Data option to hide user answers, selecting the check box will result in masking the actual content of the notes with asterisks (*). The answers are available only to authorized users. For information, see Configuring confidential questions in a questionnaire.

Include request ID on 'Request Again'Enables the original request ID to be included in a new request that is generated by a user who selects Request Again.

Priority Label for Requests/Approvals/ To-DosEnables end users to see the priority labels on requests, approvals, and To-Dos.

Reopen RequestEnables end users to click the Reopen Request button for completed requests.

Request Again

Enables end users to click the Request Again button for service requests with the following statuses:

  • In Progress
  • Waiting Approval
  • Cancelled
  • Closed

SRM answers for request details

Enables end users to see the attachment of the imported SRD only in the comments section. If this feature is disabled, the attachments is displayed in the comments and service details sections.

When the feature is enabled, the service request is displayed as shown in the screenshot:

Important

The My Activity page is always enabled. The page includes the Global search, active events, and past events. End users are directed to this page on service checkout. 


Troubleshooting

The following table describes the common errors and ways to resolve them:

IssueSteps to resolve
End users cannot see To-Dos in the My Activity page
End users cannot see To-Dos in a studio page
  • Ensure that To-Dos event type is selected in the event block. 
  • Ensure that the studio page is made available to end users and added to the navigation. 

For more information, see Enabling end users to work on tasks

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Comments

  1. Jonas Henning

    I'm missing any documentation on feature ’Use enhanced catalog section and tile framework’

    Nov 17, 2023 02:43
    1. Mariia Matskiv

      Hello Jonas Henning ,

      Thank you for your comment! With the Use enhanced catalog section and tile framework feature enabled, you can select the size of the tiles in the catalog section of a Studio page. Please find more information about this feature in Creating pages in the studio, under the To configure a catalog section subheading. 

      Please let us know if you have any other questions or require further assistance.  

      Best regards,

      Mariia

      Nov 22, 2023 05:04
  2. Arpan Mukherjee

    The documentation is missing the description for "Helix Virtual Chat"

    May 14, 2024 09:22
    1. Aaditi Lakade

      Hello, Arpan Mukherjee

      This topic includes the description for Virtual Chat, BMC Helix Virtual Agent and BMC Helix Virtual Agent broadcast-type notifications that you see in the Configurations tab. 

      Helix Virtual Chat is not an option in the list of check boxes.

      Let us know if you need any other information from us. 

      Thanks, 

      Aaditi

      May 15, 2024 12:13