This documentation supports the 22.1 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

Task 3: (Optional) Customizing the services

If you have created a new user to display the system messages, instead of the default hannah_admin user name, you must modify the service workflow. 

You can also change the default manager approval used for the out-the-box services in the IT content pack . You can use the individual or group approval, as per your business requirement. The workflows for these approvals are provided in the content pack. 

The following image shows the process to set up the content pack:


To change the system messages user in the service workflow

After you created a new user for the system messages, you must modify the workflow to include this user. 

  1. As Asuka, the catalog administrator in the content pack, log in to BMC Helix Digital Workplace Catalog. 
  2. From the top menu, select Services Workflows

  3. To change the system messages user in the Application Access Request service, select Application Access Request and rename to Original Application Access Request.
    1. Select Actions > Copy > Include questionnaires.

      Best practice

      Create a copy of the workflow, rename it to Original name and modify the copy. 

    2. On the Workflow designer canvas, select the Create Comment for Request element.
    3. In Author Login ID under INPUT MAP, click Edit and specify the user name that you created for the system messages.
      For example, helixservice, as shown in the following image:



    4. Save the workflow and rename to Application Access Request.
  4. To change the system messages user in the Create User Account service, select Create New User Account with serial and parallel workflow and rename to Original Create New User Account with serial and parallel workflow.

    1. Select Actions > Copy > Include questionnaires
    2. On the Workflow designer canvas, select the Log WO Complete element. 

    3. In Author Login ID under INPUT MAP , click Edit and specify the user name that you created for the system messages.
      For example, helixservice, as shown in the following image:

    4. Save the workflow and rename it to Create New User Account with serial and parallel workflow.


To change the approval method

By default, all services that use approvals are configured to use manager approval. You can change this method to individual or group approval in the Question Designer. 

  1. Log in to the AR System server. 
  2. Select Quick Links > Approval Administration Console
  3. Click the  SB Ad-Hoc Approval Process
  4. Edit and click Save, as shown in the following image: 

  5. To select the individual approval or group approval methos, as Asuka, the catalog administrator, log in to BMC Helix Digital Workplace Catalog

  6. From the top menu, select Services Services

  7. Select a service from the list, such as Application Access Request, for which you want to modify the default manager approval.

  8. Select Actions Open

  9. Select Edit for the corresponding Workflow and then click Edit again for the corresponding Questions
  10. Click the Approval Questions tab.
  11. To open the Question Designer, in Approval Type, select the three dots and click Edit.
  12. In Default Value, enter one the following values:
    • Group—If you want to select group approval for this service.
    • Individual—If you want to select individual approval for this service. 

      The following image shows the Question Designer:

  13. Click Save
  14. Repeat the process by modifying the approval questions from the Question Designer for the following services that have default manager approval: 
    1. Order New PC
    2. PC Refresh
    3. Create User Account
    4. Guest WiFi


Where to go from here

After you have customized the services, or if you do not want to customize the services, your services are now ready for the end users. You enable the IT portal from where end users can request these services. To learn more, see Task 4: Enabling the IT portal

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