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.

Managing customers

If you are a managed service provider (MSP), you can enable the MSP mode to manage your customers. 

Before you begin

  • You can add any BMC Helix ITSM company to which you will be able to add users in the People form. The only exception is a company with a Manufacturer type. For more information about the companies in BMC Helix ITSM, see Company Open link .
  • Add and configure customers in BMC Helix ITSM. For more information, see Creating companies Open link
  • Use the following flowchart to decide if you should enable the MSP mode for BMC Helix Digital Workplace Catalog.

Process overview

The following flowchart provides an overview of the process for managing customers, along with the roles required to complete each step.

To enable the managed service provider mode


After the MSP mode is enabled, you cannot leverage external users or create people groups that your end users can add as collaborators.

(On-premises deployment only) As a system administrator, you must enable the MSP mode immediately after you install BMC Helix Digital Workplace Catalog. Do not enable this feature if you are upgrading from a previous version. 

(SaaS deployment only) Submit a help desk ticket through Support Central Open link so that BMC can enable the MSP mode.

To add customers and assign services to your customers

As a catalog administrator, you can add customers to only if the MSP mode is enabled.

  1. Click Catalog > Customers.
  2. From the Company drop-down list, select the customer you want to add.
  3. In the Customer options pane, enter the required details.

    SettingsSelect Credit Management to assign credits to the customer, and set an alert for when the credit falls below a specific threshold. For more information, see Managing the credit balance.
    ServicesClick Add to search and add services from the Service Catalog pane. The customer administrator can entitle these services to their end users.
    RolesClick Add to add administrators from the user directory. The company attribute is used to populate the list of users.

To add the end users of your customers in BMC Helix Digital Workplace Catalog

As a catalog administrator, you can add the end users of your customers.

  1. Add the users who belong to a specific company in BMC Helix Digital Workplace Catalog.
    For more information about adding users by using the Company attribute in BMC Helix ITSM, see Adding multiple users from dynamic filters of BMC Helix ITSM attributes


    It is assumed that users will have access to a single company at a time.

  2. When you add your customer, make sure that you add at least one user as an administrator.

To entitle services to end users

As a customer administrator, you must entitle services to the end users who belong to your company.

  1. Log in to the Catalog console.
  2. Click Entitlements to create virtual marketplaces and entitle services to your end users.
    For more information, see Managing virtual marketplaces by different users.

Where to go from here

After you have set up your customers, you can enable credit management.

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