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 service request collaboration

As a BMC Helix Digital Workplace administrator, you can globally enable collaboration on service requests to allow all users in your organization to add collaborators to their service requests.

The user who submits a service request can add other users as collaborators to the request, so they can view and comment on the initial request. Collaborators can also cancel the service request if required.

Collaboration on service requests is useful when an end user creates a request that impacts other users or if the user will not be available when the request is fulfilled.

For more information about this feature, watch the following video (3:32):


 https://youtu.be/0iPQVXpAzvU

Supported types of service requests

Collaboration on service requests is supported only for enhanced catalog services.

Collaboration is not supported for service request actions.

Collaborator rights and permissions

The following table describes the actions available to a service requester, OBO users, and collaborators at different stages of a service lifecycle. 


Service request lifecycle stage

Actions available for service request users


Notes

Service requesterOBO usersCollaborators
Service request checkout
  • Add to Cart
  • Request Now
  • Add OBO user
Not applicable

Not applicable

Collaborators cannot be manually added during the service request checkout.
Service request in progress
  • Cancel request
  • Add comments
  • Manage collaborators
  • Request again
  • Cancel request
  • Add comments
  • Manage collaborators
  • Request again
  • Cancel request
  • Add comment
  • View collaborators list in read-only mode
The OBO users cannot be added as collaborators to the service request.
Service request is completed or cancelled
  • Request again
  • Manage collaborators
  • Request again
  • Manage collaborators
  • View collaborators list in read-only mode
Not applicable

A service requester, OBO users, and all collaborators receive in-app notifications about all changes of the service request. Service request approvers can view the list of collaborators in the details of the service request.  

To enable collaboration on service requests

  1. Log in to the BMC Helix Digital Workplace Admin console.
  2. Navigate to Configuration > Application Features.
  3. Select the Collaborators check box.

To enable email and push notifications for collaborator groups

To start receiving email and push notifications, members of the collaborator group must enable the Email and Push toggle key by going to Preferences > Notification settings. The service requester must select the Shared requests check box. Collaborators do not receive a notification that a service request has been shared with them. Only the service requester receives a push or email notification that the request has been shared with N collaborator groups and/or N individual users. Apart from the quantity of collaborators, push notifications also display names of collaborator groups and individual users.

  1. Log in to the BMC Helix Digital Workplace Admin console.
  2. Select Configuration > Application Features.
  3. Select CollaboratorsInclude Group Members for Notifications.
    When you enable this feature, members of a collaborator group start receiving email and push notifications for the following events:

    • Comments are added to a service request
    • Status of a service request is changed
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