Integrating BMC Helix Digital Workplace Catalog service requests with BMC Helix ITSM: Smart IT
As a Smart IT administrator, you can enable BMC Helix Digital Workplace request integration so that the users can search and view BMC Helix Digital Workplace service requests, add activity notes, view questions and answers, fulfillment records, approver banner; share, refresh and print BMC Helix Digital Workplace requests in Smart IT. This integration can only be done with BMC Helix Digital Workplace version 18.05 or later.
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Before you begin
In BMC Helix Digital Workplace, enable the Agent user role, with Service agent permission level and sbe-agents permission group, to see the service requests that are created by other users.
Important
The on-behalf-of definition rules must be set in the Service Request Management, when a logged in user creates a service request for another user and mentions a different user as contact in Smart Recorder. User should have the agent or admin permission in catalog to do this in Smart IT. For more information on the on-behalf-of definition rules creation, see Creating on-behalf-of definition rules
.- You must add the BMC Helix Digital Workplace Advanced application details in BMC Helix Innovation Suite. For more information, see
To add BMC Helix Digital Workplace Advanced client application credentials
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To integrate Smart IT with BMC Helix Digital Workplace Catalog
- As an administrator, in BMC Helix ITSM, open the Centralized configuration.
- From the Component Name menu, select com.bmc.itsm.sbe.
- Select *.
The * is marked for the configuration parameters that are available in the global settings in the CCS.
Enter the required details:
The following table provides the descriptions of the available options:
Option Description sbeDomain BMC Helix Digital Workplace Catalog domain name. Starting version 21.02, the domain name is not required. We recommend leaving this field blank.
sbeTenantAdminPassword BMC Helix Digital Workplace Catalog server password. This password becomes encrypted after applying it.
sbeTenantAdminUser Administrator's user ID of the BMC Helix Digital Workplace Catalog server. Do not mention the domain name.
sbeUrl BMC Helix Digital Workplace Catalog server URL (http or https). Add URL. Do not include ending slash (/). For https, the default Port is 443.
Click Apply.
- From BMC Helix ITSM, open the SBE:ConnectionConfig form to test the connection.
Click Test Connection.
The Result field displays the test connection status. If the connection fails, the Result Code field displays the failure reason.Note
If you get an error, you can check the arjavaplugin.log, which is the standard AR java plug-in log. Otherwise, you can also generate a log file to check the details if you get an error. For more information, see Working with logs.
In Centralized configuration, select com.bmc.arsys.smartit > *.
The following table provides the descriptions of the available options:Parameter Description enableSbeIntegration Set this parameter to true to enable the integration of Smart IT with BMC Digital Workplace Catalog. enableDWPWidgetIntegration To create a BMC Digital Workplace Catalog service request from Smart Recorder, set this parameter to true. smartit.url Smart IT load balancer URL dwpCatalogChunkSize Based on this parameter value, the Digital Workplace Catalog templates are shown on Smart Recorder. The default value for this parameter is 20. - Click Apply.
For more information, see Submitting service requests.
Available features after integration
This integration enables Smart IT agents to use the following capabilities in Smart IT:
| Features | Descriptions |
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| Search, View and submit a service request | Smart IT agent can search and view BMC Helix Digital Workplace requests in Smart IT from the following features: Global Search: You can see BMC Helix Digital Workplace Catalogs service requests in a separate panel under the Tickets & Knowledge, Tickets, and ALL sections. You can also select the Digital Workplace Request option from the Filter to display BMC Helix Digital Workplace service requests. Currently, the Create Date and the Company options are not supported as search parameter and only the Last Modified Date is supported for this selection.
Smart Recorder: Once the Customer is selected, the Open and Resolved BMC Helix Digital Workplace requests that were submitted for the customer are displayed.
Submit a service request: Agents can submit a service request in BMC Helix Digital Workplace Catalog in Smart Recorder. My Profile: From the logged in user's profile, you can see the open BMC Helix Digital Workplace service requests in a separate section.
Note: The BMC Helix Digital Workplace requests do not appear in Smart IT Ticket Console. |
| Add activity notes | This integration enables Smart IT agents to open a BMC Helix Digital Workplace request and add public and private Activity Notes; add up to three attachments; mark affected customer, services, and assets using @ symbol. You can also search the activity notes by using simple text search. The public activity notes that you add in Smart IT are also displayed in BMC Helix Digital Workplace in the same BMC Helix Digital Workplace request. |
| View questions and answers | As a Smart IT agent, you can view questions and answers in Smart IT if they are mapped with the BMC Helix Digital Workplace Catalog. You can also download attachments from the questions and answers.
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| View fulfillment records | Single and multiple fulfillment records are displayed under the Fulfillment section in a BMC Helix Digital Workplace Catalog in Smart IT. For more information, see
Workflows for service fulfillment
Note: The BMC Helix Digital Workplace requests related to fulfillment records do not appear on the Relationship tab. |
| View approver banner | The Approver banner is displayed in a BMC Helix Digital Workplace Catalog, if the approval workflow is added in the BMC Helix Digital Workplace catalog. For more information, see
Workflow to request approval
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Share, refresh and print BMC Helix Digital Workplace request in Smart IT | As a Smart IT agent, you can share the BMC Helix Digital Workplace requests through email with the internal support group members and chat by using the Share icon of the BMC Helix Digital Workplace requests. You can also print and refresh the BMC Helix Digital Workplace requests by using the relevant icons in View full request mode.
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Limitations
- Social feeds on the dashboard and the user profile are not displayed for BMC Helix Digital Workplace request; however, this information is available on the user's timeline.
- Status change updates for fulfillment takes time to appear in Smart IT.
- Currently, the Follow/Unfollow, Request again, Cancel, and Service Level Agreements (SLAs) features are not supported.
- Agents cannot search BMC Helix Digital Workplace requests in Smart IT for IDs ranging from 1 to 99 as Smart IT Universal Client limits global search with less than 3 characters.
On the Activity tab of the ticket view, filter by the activity type is not available for the BMC Helix Digital Workplace requests.
- In Smart IT, when you add an attachment with work information to a BMC Helix Digital Workplace Catalog service request, and the file type of that attachment is blacklisted in the BMC Helix Digital Workplace attachment rules, the validation error message related to the attachment type is not displayed.
To embed the BMC Digital Workplace questionnaire in Smart IT
- In the BMC Digital Workplace Admin console, select Configuration > Embed Digital Workplace.
- In the Host domains field, enter the host domain of the Smart IT server in the following format:
SmartIThostname:port
If you have more than one domain, separate them with commas. - Click Save.
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