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.

Submitting service requests

As an end user, you might need various services on a day-to-day basis to proceed with your tasks. By using BMC Helix Digital Workplace Catalog, request a service by specifying your requirements and stay up to date with the progress of your request. The product offers you different options to place your requests and manage them, and different carts to provide you with an efficient service request experience. You can request for a single service or multiple services in a cart.

Important

You can request only those services that are provisioned through BMC Helix Digital Workplace Catalog.

Types of carts

You can use the following types of carts while requesting for services:

  • Your cart—You can add services and bundles in your cart that are processed immediately after you provide the required details. 
  • Saved carts—You can add services and bundles to the saved cart to process the items at a later time. 

To request a service

  1. Log in to BMC Helix Digital Workplace.
  2. From Catalog, open the required service for which you want to place a request.
  3. Based on when you want to place the request, perform any of the following actions:

    RequirementAction
    Order a service immediately

    Use the Request Now option in a service request to place the request immediately.

    Order a service at a later time from your cartUse the Add to cart option in a service request to move the service to Your cart.

    The following image shows the Request Now and Add to Cart options in a service request:


While ordering services by using any of the options, if you save your cart for future checkout, the services are moved to Saved carts. You can order services by using the Move to Cart option, as shown in the following image:

The following video (1:57) describes how end users can add catalog items to a cart to request multiple items at the same time, instead of submitting individual service requests:




 https://youtu.be/J6aOxiDeCrU

To submit service requests from the IT portal

You can request for common IT services from the IT Central page: 

  1. Log in to BMC Helix Digital Workplace. 
  2. Click IT Central
  3. From the Popular IT requests section, select the request you want to submit.


  4. Click Request Now

IDs related to submitted requests

When you submit a service request, the following unique IDs are assigned to the request:

  • Request ID—A unique ID assigned to each item in an order.
  • Order ID—A unique ID assigned to an order. The same order ID is also assigned to all the items in the order.

You can search for a service request by using a request ID or an order ID.

The following image illustrates how the IDs are associated to your service request:

To mark a service as your favorite

You can mark a service as a favorite only if your administrator has enabled the functionality. Also, if you have logged in to the product as another user, you cannot mark a service as your favorite.

To mark a service as a favorite item, perform the following steps:

  1. Log in to BMC Helix Digital Workplace.
  2. From Catalog, open the service that you want to mark as a favorite.
  3. Click Favorite.

The service is displayed in the Your Favorites section after you open the catalog.

The following video (3:19) shows how to add services to favorites:

This capability is available with BMC Helix Digital Workplace Advanced. https://youtu.be/mvFnc8f1MuY

FAQ

Refer to the following questions and their responses that can help you while you are submitting requests:

  • Yes. When any of the following situations occur, your cart is automatically saved and you do not have to add the items again:

    • You leave the cart in progress to place individual requests.
    • You log out of BMC Helix Digital Workplace.
    • You are disconnected from the network while the cart request is in progress.
  • Yes. After you resume a checkout, you can view the status of items that you initially added to the cart, as shown in the following image:

  • No. The system saves your responses to service questions, and you can resume the checkout from the point of interruption.

    • If you refresh the browser while answering the questions for the service, your inputs are cleared.
    • If you refresh the browser while answering the questions for the services provisioned through BMC Service Request Management, your inputs are cleared. 
    • If you refresh the browser while answering the questions for the services provisioned through BMC Helix Digital Workplace Catalog, your inputs are saved.
  • In such a scenario, the system retains your responses that are valid for the updated questions. If any of your responses is invalid for an updated question, the system marks the error inline.

  • You can contact your administrator who has the permission to move the Your Favorites section elsewhere in the product UI.

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