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.

Portal for external users

As a BMC Helix Digital Workplace administrator, you can create an external portal as a subtenant in your environment. By using this option, you achieve the following goals:

  • Manage internal and external business processes separately.
  • Configure and customize regular and external tenants separately.

An external portal is used by end users who are not internal to your organization (referred to as external users) and is primarily managed by a BMC Helix Digital Workplace administrator of an external portal (referred to as an external administrator).

As an administrator, you can assign an external administrator to configure, manage, and expose an external portal to external users. External users have limited access to the BMC Helix Digital Workplace features and can use the external portal to request simple services.


Important

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External users cannot view or request services from the regular BMC Helix Digital Workplace application unless the Global permission is set for services and articles.

Required license

DWP Advanced icon.pngBMC Helix Digital Workplace Advanced

DWP external users icon.pngExternal users

Related topics

BMC-Helix-Digital-Workplace-overview

Preparing-an-external-portal-for-external-administrators

Configuring-an-external-portal-for-external-users

Managing-access-for-external-users

Preparing-an-external-portal-for-external-administrators


External portal overview

The following video (3:19) explains the benefits of using an external BMC Helix Digital Workplace portal and provides an overview of the features that are available to external users:



icon_play.png  Watch the YouTube video about External portal overview


Scenarios for using an external portal

The following scenarios explain how external users can use an external BMC Helix Digital Workplace portal.

Scenario: Reporting city infrastructure issues

Stefan and Paula are citizens of San Diego. Stefan is a driver who notices a dangerous pothole on the road. Paula accidentally becomes a witness of a night traffic failure. Both Stefan and Paula can log in to an external BMC Helix Digital Workplace portal and raise their requests to resolve the road issues noticed in their city.


Scenario: Public service complaints

Mary is a citizen of Philadelphia. On her way to the office, she decides to send an email by using Wi-Fi in a public Wi-Fi zone. Mary cannot establish a Wi-Fi connection due to a service outage. By using an external BMC Helix Digital Workplace portal, Mary can raise a complaint against the Wi-Fi outage.


Scenario: External contractor services

Apex Global is a private company that works as an external contractor for a state governmental organization. The state governmental organization can prepare special services with adjusted pricing for the external staff and configure an external BMC Helix Digital Workplace portal according to the business need. A-Services employees can use this portal to request services required for their work.

How external users register and login

External users register in an external BMC Helix Digital Workplace portal by completing a short web registration form.

external_registration_form1.png

Then, external users confirm their registration by using an auto-generated confirmation email, as shown in the following example:

confirm_registration_extusrs.png

If users do not receive the auto-generated confirmation email and hence cannot confirm their registration, these users can use the option of re-sending the confirmation code.

Important

If external users confirm their registration successfully, and the accounts are approved either automatically or manually by an external administrator, the users are automatically registered in BMC Helix ITSM and BMC Helix Digital Workplace Catalog. For more information about managing registered external users, see Managing-access-for-external-users.

Registered external users log in to an external portal by providing their email addresses and passwords in a short login form.

external_sign_in.png

Important

If an external user attempts to log in by using an incorrect password more than two times, the user's account is locked for 10 minutes. The user can request password reset instructions by clicking Forgot password and providing a valid email address.

Features available to external users

The following table lists the BMC Helix Digital Workplace features that are available to external users in an external portal:

The following illustration shows the Application Features section in the Admin console of an external portal and a limited set of features that an external administrator can enable for external users. For more information, see Enabling-end-user-features.

Cancel Request_External users.png

Other regular BMC Helix Digital Workplace features are not available in an external portal and cannot be configured for external users. For more information about configuring an external portal, see Configuring-an-external-portal-for-external-users.

Where to go from here

Administering-an-external-BMC-Helix-Digital-Workplace-portal

 

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