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.

Planning the source of your catalog

With BMC Helix Digital Workplace Advanced, you can build your catalog in BMC Helix Digital Workplace Catalog or BMC Service Request Management. Also, you can import existing service request definitions (SRDs) from BMC Service Request Management into BMC Helix Digital Workplace Catalog.

To plan the approach and source of your catalog, determine which features are important for your catalog. The following tables compare the functionality available with a catalog built in BMC Service Request Management, a catalog built in BMC Helix Digital Workplace Catalog, and a catalog imported into BMC Helix Digital Workplace Catalog from BMC Service Request Management:


Important

Starting with the 21.3.02 patch, BMC announces changes related to the availability of BMC Service Request Management that might affect your use of BMC Helix Digital Workplace. For new SaaS deployments, BMC Service Request Management is no longer available as the source of your service catalog.

For more information, see Product announcements.

Service design and configuration

Feature

Build in BMC Service Request Management

Import to BMC Helix Digital Workplace Catalog from BMC Service Request Management 

Build in BMC Helix Digital Workplace Catalog

Additional information
Actions and triggersYesYesYesNot applicable
Advance Interface Forms (AIFs)YesNoLimited alternative

AIFs from BMC Service Request Management can be displayed only in the Universal Client (not on mobile clients). You can use workflow or connectors in BMC Helix Digital Workplace Catalog to provide some of the AIF capabilities.

AttachmentsYesYesYesNot applicable
Conditional questionsYesYesYesNot applicable
Hidden fieldsYesYesYesNot applicable
IconsYesYesYes

The BMC Helix Digital Workplace clients display icons from BMC Service Request Management SRDs and imported SRDs if the useEcternalIcon option is selected in SRM pluggable provider settings. For more information about this option, see List of providers.

Images in SRDNot supportedNoYes

The BMC Helix Digital Workplace clients do not display images from BMC Service Request Management SRDs. The clients display images from services built in BMC Helix Digital Workplace Catalog.

Instructions for overall service requestYesYesYes

In BMC Helix Digital Workplace Catalog, you can place the overall instructions in the service description.

Instructions for questionsYesYesYes

BMC Service Request Management allows HTML tags in instructions; the clients support specific HTML tags. For a list of supported tags, see Support for service request definitions from BMC Service Request Management.

LocalizationYesNoYes

SRDs can be localized in BMC Service Request Management. If you import a localized SRD into BMC Helix Digital Workplace Catalog, only the default SRD locale is imported.

Mapping question response to request titleYesYesAlternative

To help end users distinguish between multiple requests from the same SRD, in BMC Service Request Management, you can map a question response to the title. For example, this feature can be used to distinguish between requests placed on behalf of different people. In BMC Helix Digital Workplace Catalog, when a user begins the checkout process for a cart, the user can add a 60-character order description to identify the request, as described in Submitting service requests.

Multitenancy (multi-company)YesNoAlternative

Users see only the SRDs applicable to the company to which they belong.

BMC Helix Digital Workplace Catalog is not segregated by company. You can set up separate tenant instances, each with their own catalog.

Password questionNoNoYes

In BMC Helix Digital Workplace Catalog the password is not encrypted. However, the password is not displayed on screen in the client application when the user enters the password.

Popular requestsYesNoNo

BMC Service Request Management tracks popular requests. In the BMC Helix Digital Workplace Admin console, you can configure the Quick Pick list to display popular requests from BMC Service Request Management.

Quantity and priceYesYes*Yes

If you import an SRD from BMC Service Request Management into BMC Helix Digital Workplace Catalog, the price is not imported. The service uses the BMC Helix Digital Workplace Catalog costing model.

Quick Launch SRD / external fulfillmentNot supportedNoYes

BMC Helix Digital Workplace does not support the Quick Launch SRD from BMC Service Request Management.

Best practice

We recommend that you use BMC Helix Digital Workplace Catalog with external fulfillment.
Quick Links / external linksNot supported in SRDsNot applicableExternal links supported

The ability to track fulfillment through an external link is supported only inBMC Helix Digital Workplace Catalog.

Read-only fieldsYesYesYesNot applicable
Regular expressions for text-based questionsYesYesYesNot applicable
StatusesYesYesPartial

In BMC Helix Digital Workplace Catalog, as soon as the fulfillment process is started, the status is changed to Completed. In BMC Service Request Management, additional statuses are available, such as Waiting for Approval and Rejected.

Videos in SRD profilesNoNot applicableYesNot applicable

User actions performed on service requests

Feature

Build in BMC Service Request Management

Import to BMC Helix Digital Workplace Catalog from BMC Service Request Management

Build in BMC Helix Digital Workplace Catalog

Additional information
View approval statusYesYesYesNot applicable
Cancel requestYesYesYes

If a service administrator builds a service in BMC Helix Digital Workplace Catalog,  the cancel request feature is supported when one or more activities generate a BMC Service Request Management service, a work order, or both.

Comment on requestsYesYesYesNot applicable
Contact coordinatorAlternateAlternateNo

BMC Helix Digital Workplace does not include the Contact coordinator button. Instead, it uses comments for bi-directional communication between the end user and staff working on fulfillment.

Creating requests "on behalf of" someoneYesYesPartial

BMC Helix Digital Workplace Catalog allows anyone to place a request on behalf of anyone else.

Favorite requestsYesYesYesFavorites are displayed in the Your Favorites section of the catalog. For more information, see How favorites work.
Fulfillment IDNot supportedNot supportedNot supported

In BMC Helix Digital Workplace, users can see the request ID, but they cannot see the underlying fulfillment ID, such as the Incident Request ID.

Best practice

We recommend that when a customer asks about an outstanding request, the Service Desk asks for Request ID instead of Incident Request ID.
Request AgainYesYesYesNot applicable
Saving a request in Draft statusNot supportedYesYesNot applicable
Service request process viewNot supportedNoNo

In BMC Service Request Management, business users can check the process for completing their service request.

Shopping cartNoYesYesNot applicable
SurveyYesNoNoNot applicable
View question responsesYesYesYes

After submitting a request, BMC Helix Digital Workplace users can check the request details to review their responses to questions in the SRD.

 Approvals

Feature

Build in BMC Service Request Management

Import to BMC Helix Digital Workplace Catalog from BMC Service Request Management

Build in BMC Helix Digital Workplace Catalog

Additional information
Management chain of approvalsYes Yes Yes To approve a request, you can define the submitter's manager and multiple levels of management. 
Multi-level approvalsYes Yes With customization 

In BMC Service Request Management, you can approve at different levels of the approval for both individual and group approvals. 

If you build services in BMC Helix Digital Workplace Catalog, you can build your own approval rules in Approval Central and can create a separate Remedy form to determine who the approvers are. For more information, see Calling a custom approval process.

Delegate approvalsYes Yes Yes Not applicable
Reassign approvalsYes Yes Yes Not applicable

Fulfillment

Feature

Build in BMC Service Request Management

Import from BMC Service Request Management to BMC Helix Digital Workplace Catalog

Build in BMC Helix Digital Workplace Catalog

Additional information

Fulfillment by incident requests and change requests in BMC Service Request Management

Yes Yes YesNot applicable

Fulfillment by work orders in BMC Service Request Management

YesYesYesNot applicable

Fulfillment beyond BMC Service Request Management

Only through customizationYesYes

BMC Helix Digital Workplace Catalog provides additional connectors. For more information see Service connector capabilities.

Consoles for supporting personas

Console

Applies to SRDs built in BMC Service Request Management

Applies to services imported from BMC Service Request Managementto BMC Helix Digital Workplace Catalog

Applies to services built in BMC Helix Digital Workplace Catalog

Additional information
Business Manager ConsoleYesYesNo

The Business Manager Console from BMC Service Request Management allows people who are managing part of the service request process to see any requests to which they have access and to get details about those requests.

BMC Helix Digital Workplace Catalog console

NoYesYes

The BMC Helix Digital Workplace Catalog console is a service management console. From this console, the service catalog administrator can review the history of request transactions and all service requests that are submitted to BMC Helix Digital Workplace Catalog. This console does not show actions that are performed on those requests.

Service Request Coordinator consoleYesYesNo

The Service Request Coordinator console from BMC Service Request Management allows the person assigned to the service request to see all requests and how many requests are late. They can also cancel requests from this console.

Considerations when importing services from BMC Service Request Management to BMC Helix Digital Workplace Catalog

If you have existing SRDs in BMC Service Request Management, you can import them to BMC Helix Digital Workplace Catalog, as described in Importing service catalog items from external systems. When you import SRDs, the following information is not imported, and you must build them with the BMC Helix Digital Workplace Catalog model:

  • Entitlements
  • Costs

Do not delete the SRD from BMC Service Request Management after you complete the import; BMC Helix Digital Workplace Catalog uses the Remedy connector to connect to the SRD as part of the workflow for the request. 

After you import the SRD, if you modify the SRD in BMC Service Request Management, you must reimport it into BMC Helix Digital Workplace Catalog. When moving requests between environments, such as moving from the development environment to your production environment, you must move your SRDs between environments by using the export and import capabilities of BMC Service Request Management.

For more information about BMC Helix Digital Workplace Catalog entitlements, see Creating virtual marketplace entitlements. In version 3.4, entitlements are enhanced to allow entitlement against People foundation.

For more information about BMC Helix Digital Workplace Catalog costs, see Adjusting service cost and quantity.



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