The IT content pack provides a service to refresh the employees' primary device. End user have the choice of ordering a refurbished device, which is available sooner than a new device.
|Content pack title||PC Refresh|
|Work order template||Computer Refresh|
|BMC Helix Digital Workplace Catalog item||PC Refresh|
|Involves approval? - Yes or No||Yes|
Service request activity flow
The following sequence occurs when an employee initiates a service request:
Important capability of the service
The PC Refresh service includes the following advanced capability:
Internal tags for hiding non-essential questions such as template names and IDs from agents in BMC Helix ITSM notes
Internal tags are labels that you add to questions. In the PC Refresh service, the hidden tag is added to questions whose answers should not be included in the BMC Helix ITSM notes that are displayed for the agents. Hidden questions, such as the Incident template name, the affected CI Reconciliation ID, and other backend questions, must be added the hidden tag.
The following image shows how the tag is added in the Question Designer and the workflow qualification to exclude questions with the hidden tag: