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 self-service in an organization

Users can leverage the self-service options that are available for them to quickly fix their issues instead of raising a help desk ticket. The self-service options make users more self-reliant by reducing their dependency on the help desk. Also, the self-service options enable users to meet help desk professionals in-person, review the request and service status, and so on.

As an administrator, to make your users self-reliant, you can perform the following tasks:

Create and import rich knowledge articles, provide links to online documentation, and provide videos, tutorials, troubleshooting tips, and so on.Setting up self-help resources

BMC Helix Digital Workplace Advanced

Set up locations and their associated details so that users can find the required information.


BMC Helix Digital Workplace Advanced

Set up calendars for help desk appointments between users, and an IT help desk or a human resources professional.

Setting up help desk appointments

BMC Helix Digital Workplace Advanced

Create services that provide a service health status to users.

Setting up service health items

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