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.

BMC

BMC Helix Digital Workplace 22.1

BMC Helix Digital Workplace provides end users access to services, knowledge, and policies across lines of business such as IT, HR, Facilities, and more. End users can find what they need using their preferred device, from anywhere, at any time.

BMC Helix Digital Workplace provides administrators with straightforward, highly configurable ways to present the capabilities that end users need to be successful. They can easily customize the experience, via bundles, banners, virtual marketplaces, and more.

Release notes and notices
updated 13 Aug

Learn what's new or changed in this space, including urgent issues, documentation updates, service packs, and patches.

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Related topics

Known and corrected issues

Support information

Digital Workplace Training & Certification Open link

DateSummaryReference

August 11, 2023

Issues that were corrected by 22.1: Patch 7 and issues that remain open

Updates available in 22.1 patch 7:

Receive deployment of sample pages for industry verticals.

July 5, 2023

Issues that were corrected by 22.1: Patch 6 and issues that remain open

Patch 6 for version 22.1 is available for on-premises customers.

June 7, 2023

Enhancements available in 22.1 patch 6:

  • Save time by leveraging the out-of-the-box sample pages for industry verticals.
  • Filter asset groups and associated service actions by additional attributes.

  • Consent to use Gainsight Analytics for data collection.
  • Changes to the in-app help.

March 24, 2023

Enhancements available in 22.1 patch 5:

  • Leverage the out-of-the-box IT services.
  • End users can view and complete action items assigned by agents. 
  • Configure the To-do event type in studio pages.
  • Priorities of synchronized broadcasts correspond to broadcast types in BMC Helix Digital Workplace.
  • Validation of user responses by using BMC Helix Innovation Studio processes.
  • Allow users to request multiple variants of items in the same request.   
  • (BETA) Re-ranking model to enhance search results.

January 13, 2023

Enhancements available in 22.1 patch 4:

  • Work on BMC Helix Business Workflows cases as an alternate approver from BMC Helix Digital Workplace.
  • End users can add a maximum of 20 attachments for answers to service request questionnaires in one go.
  • Send broadcasts to individual users and emails, irrespective of the company to which they belong.
  • Receive broadcast notifications in Microsoft Teams.

  • Users no longer need to log in to receive email and bell notifications.
  • Improved names of the CMDB pluggable provider's settings.
  • Include whether a service request is hidden in the process context information for that service request. 

November 2, 2022

October 10, 2022

Issues that were corrected by 22.1: Patch 2 and issues that remain open

Enhancements available in 22.1 patch 2:

  • Apply login screen branding for BMC Helix Digital Workplace and external user portal without accessing the Tomcat server. 
  • Analyze usage data using Google Analytics 4.

The following enhancements in 22.1 patch 2 requires BMC Helix Digital Workplace Advanced licenses:

  • Identify and rectify broken links in studio pages with an intuitive UI for catalog administrators.
  • Intuitive UI for Catalog administrators to easily
  • Embed data from custom applications in studio pages.
  • Utilize rich text in questions and comments for BMC Helix Digital Workplacerequests that create BMC Helix ITSM fulfillments. 
  • (BETA) Customize the appearance of a row on a studio page.
  • (BETA) Embed data from custom applications in studio pages.
  • (BETA) Map catalog services or service bundles to click actions on studio pages.

August 30, 2022

Issues that were corrected by 22.1: Patch 1 and issues that remain open

Enhancements available in 22.1 patch 1:

  • Connect to the Microsoft Exchange pluggable provider by using OAuth2 authentication.

July 29, 2022

Enhancements available in this release:

  • Leverage enhanced text formatting in comments to service requests and answers to questionnaires.
  • Prevent end users from canceling active service requests.
  • Support for service actions in custom BMC Helix CMDB classes.
  • Support for Bcc in email notifications.
  • Support for table-type questions in applications.
  • View reasons of failure in a log file when you import services.

The following enhancements requireBMC Helix Digital Workplace Advanced or external user licenses:

  • Use rich text formatting for the Create Activity Log For Service Request element in the Questions Designer.
  • Sort service health items by severity.
  • Filter service health items by status.
  • Improve search accuracy of BMC Helix Digital Workplace Catalog services and service requests.
  • Improve search results for BMC Helix Business Workflows knowledge articles.
  • Support for the BMC Helix Business Workflows, BMC Helix Virtual Agent, Live Chat, and BMC Helix Knowledge Management by ComAround capabilities for self-registered external users.

  • Receive emails about service state change in case of email failure that are related only to your BMC Helix Digital Workplace Catalog administrator role.
  • Easily configure the chatbot floating icon in BMC Helix Digital Workplace client application.
  • Submit a service request from a knowledge article.
  • Open service requests for help desk appointments. 
  • Export and import studio pages.
  • Use page properties to add colors and backgrounds to your studio pages and customize colors at the page and component levels. 
  • Copy and paste studio page components within rows, between rows, and between pages.
  • Show end users their assets by using asset group components to studio pages.

Tip

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


Creating and managing the service catalog

 

Create catalog sections, service categories, services, bundles, and banners

Setting up and going live

 

Complete the deployment or post-deployment configurations to set up your system

Enabling self-service in an organization

 

Configure self-help resources, locations, and appointments

Administering

 

Set up users and groups, customize, enable features, send broadcasts, and more.

Integrating

 

Integrate with other products.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Product trials

Communities

Knowledge Base

Videos

Education


PDFs and videos

 

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

Tip

You can create a custom PDF for a specific topic, a topic and its children, or a group of topics with a specific label. For information about how you can export a custom PDF from this space, see Exporting to PDF and other formats.


Related topic

FAQ

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Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Client deployment videos

The following topics in the Omni-channel workspace section contain videos that supplement or replace the text-based documentation:


Integration videos

The following topics in the Integrating section contain videos that supplement or replace the text-based documentation:


Enabling self-service in your organization videos

The following topics in the Enabling self-service in an organization section contain videos that supplement or replace the text-based documentation:

Connector videos

The following topics in the Connecting your catalog to external systems section contain videos that supplement or replace the text-based documentation:



Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Troubleshooting videos

The following topics in the Troubleshooting section contain videos that supplement or replace the text-based documentation:

Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Helix Digital Workplace. 

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Use the comments section of a specific page to share your suggestions. You can also leave comments on this page.


Frequently asked questions about BMC Helix Digital Workplace


BMC Helix Digital Workplace is a productivity tool that enables employees to work efficiently in an environment that supports both in-office and remote work. The application aims at reducing the amount of administrative tasks and focuses more on executing strategic assignments. BMC Helix Digital Workplace is an omni-channel solution for requesting services; for example, updating hardware or software. As other BMC products, this application is highly configurable and supports several integrations. You can find details about the application's capabilities in Use cases.

If you have a BMC Helix Digital Workplace Advanced license, use BMC Helix Digital Workplace Catalog that provides an option to create and manage services in a catalog. This application aggregates service catalogs from different sources and orchestrates fulfillment of service requests in BMC Helix Digital Workplace. For more information, see Creating and managing the service catalog.

Yes. For example, you can rename the My Activity tab to Workspace. For more information, see Configuring the labels used in BMC Helix Digital Workplace.

(BMC Helix Digital Workplace Advanced capabilities Additionally, take a chance to leverage the Studio feature that tailors the applications' user interface to resonate with the look and feel of your company; see Studio pages. Use the Navigation Manager that configures page visibility; see Setting up navigation for your workplace.

(BMC Helix Digital Workplace Advanced capability ) As an administrator, you can manually update the status of any asset. For example, broken printers can be labeled with red pin icons.

Both cancelled and closed requests are displayed on the My Activity tab, in the Past Events section. Open requests are displayed in the Active Events section. To view additional requests, click the filter icon and select additional status values. For more information about how requests are filtered by statuses, see Search in BMC Helix Digital Workplace.

Communication between the agent and end user is stored in comments to the request. To review the conversation, on the My Activity tab, on the request tile, click Details, and view the Comments section.


(BMC Helix Digital Workplace Advanced capability Turning off location services affects appointments and directions.


English (EN) is the default language of the application, but other languages are also supported. For more information, see Supported languages and locales.

For on-premises customers, supported email platforms are Microsoft Exchange and Gmail; see Configuring the email server.

For SaaS customers, BMC supplies email servers on behalf of the customer and configures email according to customer requirements during the activation time; see Planning email integration with BMC Helix services Open link

Yes.

The list of supported file extensions is configured in the BMC Helix Digital Workplace administrator console, as described in Updating the attachment settings for service requests.


BMC Helix Digital Workplace is multitenant capable. The application code and the data that powers the application are shared between tenant instances. However, all customer data is stored separately for each tenant.

Contact your dedicated BMC Customer Success Specialist or BMC Sales Team; use the chatbot on the BMC official site Open link or see Worldwide Contacts Open link .

A BMC Account Manager is a person responsible for maintaining business and financial relationship between BMC and its customers. 


Frequently asked questions about integrating BMC Helix Digital Workplace with other BMC products


BMC Helix Digital Workplace adds value to BMC Service Request Management, but does not replace the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. If you have a BMC Helix Digital Workplace Advanced license , use BMC Helix Digital Workplace Catalog, instead of fulfilling service requests directly through BMC Service Request Management. The BMC Helix Digital Workplace Catalog workflow calls BMC Service Request Management activities. However, starting from version 21.3.02 of BMC Helix Digital Workplace, new SaaS deployments do not support BMC Service Request Management, and customers need to manage and create services through BMC Helix Digital Workplace Catalog. For more information, see Product announcements.

Yes, this setup can work. One set of users can use BMC Helix Digital Workplace, and another set can use BMC Service Request Management, which consists of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Helix Digital Workplace to use the same service request definitions. However, we recommend that all customers use BMC Helix Digital Workplace Catalog (part of a BMC Helix Digital Workplace Advanced license ) to develop and maintain their catalog. 

After BMC Helix Digital Workplace and BMC Helix ITSM are activated, users receive an email with login credentials and information about accessing the services. For more information, see BMC Helix Digital Workplace Basic, Catalog and Advanced activations Open link and BMC Helix ITSM activation Open link .

An employee submits a request for a new laptop through BMC Helix Digital Workplace and a manager approves it in a mobile version of BMC Helix Digital Workplace in no time. A support agent tracks and fulfills the request in BMC Helix ITSM or BMC Helix ITSM: Smart IT.

You can request IT services in BMC Helix Digital Workplace, which are processed by IT agents in BMC Helix ITSM: Smart IT, a sophisticated tool that helps deliver impeccable IT support to employees. 

(BMC Helix Digital Workplace Advanced capability An employee submits a vacation request through BMC Helix Digital Workplace and a manager approves it in a mobile version of BMC Helix Digital Workplace in no time. A case fulfillment agent tracks the request in BMC Helix Business Workflows.

(BMC Helix Digital Workplace Advanced capability No, it is not. As explained in Managing assets on floor maps, BMC Helix Digital Workplace is not integrated to update BMC Helix CMDB.

Yes, you can establish a single authentication mechanism between BMC Helix Digital Workplace and other BMC applications through BMC Helix Single Sign-On. For more information about this authentication mechanism, see Orientation Open link . To obtain access to BMC Helix SSO, users need to activate the BMC Helix Operations Management service; see BMC Helix Operations Management activation Open link .

The majority of customers use BMC Helix Digital Workplace as a SaaS offering. If you use on-premises deployment, see  Sizing and scalability considerations Open link and Setting up and going live.


Frequently asked questions about using BMC Helix Digital Workplace on mobile devices


The BMC Helix Digital Workplace UI design is based on the Progressive Web App (PWA) that supports all clients from desktop to mobile devices. All the features are available across supported desktop and mobile devices.

You do not need mobile device management tools. On mobile devices, you can access BMC Helix Digital Workplace by pointing to the same URL that you use in the web. Neither Android nor iOS mobile devices require any special app. The Progressive Web App (PWA) technology allows users to view and use BMC Helix Digital Workplace on their mobile devices. However, to use the push notifications and QR code scan functionality, iOS mobile users have to download the iOS wrapper app from the Apple App Store. 

The iOS wrapper app is available in the Apple App Store. While the actual app cannot be rebranded, the content of the app can be rebranded by using the rebranding functionality in the administrator console. To learn more, see Rebranding BMC Helix Digital Workplace

 



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