Client features available when you integrate BMC Remedyforce with BMC MyIT
When you integrate BMC Remedyforce with BMC MyIT, clients can perform the following actions in BMC MyIT:
- Submit requests
- View knowledge articles
- Schedule appointments with staff members
- Configure locations and associate assets with locations
The following sections provide an overview of actions that the users in each role must perform to enable clients to use BMC MyIT. Detailed procedures are provided in separate sections.
Submit requests
In BMC MyIT, clients submit a request to report an issue and to request a service. The MyIT administrator must configure request definitions in the BMC MyIT Administration Console to show issues in the I need something fixed section and other requests in the I need something else section. The following table lists the actions that users in different roles must perform.
Role | Product | Actions to perform |
|---|---|---|
System administrator | BMC Remedyforce | Identify the frequently occurring issues and top requests in your organization, and create request definitions for these issues and requests in BMC Remedyforce, such as Issue in printer or New Hire Request. When a client submits a request in BMC MyIT, it is tracked as a service request in BMC Remedyforce. If required, configure approvals for service requests. |
MyIT administrator | BMC MyIT Administration Console | Configure the request definitions created for frequently occurring issues as problem requests. The problem requests are shown in the I need something fixed section in BMC MyIT. Configure the request definitions created for top requests as other requests. The other requests are shown in the I need something else section in BMC MyIT. |
Client | BMC MyIT | Submit problem and other requests by using the configured request definitions. The submitted requests are saved as service requests in BMC Remedyforce. Clients can also add comments to requests by using the Add Comment button in BMC MyIT. Client comments are saved as a Client Note record in the Action History section of the service request in BMC Remedyforce. If a client is an approver of a service request, the options to approve or reject a service request are shown in the timeline. Approver can also add a comment with approval or rejection that are shown as comments with the service request to the client who submitted the service request. Clients can also resubmit service requests. From their timeline or request history, clients can open a previous service request (opened or closed) and click Request Again, adding new details if they need. To add more details to an opened and submitted service request, clients can also add attachments from the Comments section. Note: When raising a request, clients can add a maximum of three attachments. Attachments are shown in the Comments section in the service request. The size of each attached file must not exceed 5 MB. |
View knowledge articles
Clients can search for knowledge articles that are created in BMC Remedyforce to resolve issues. The following table lists the actions that users in different roles must perform.
Role | Product | Actions to perform |
|---|---|---|
System administrator or staff member | BMC Remedyforce | Create and publish knowledge articles. |
Client | BMC MyIT | Search the BMC Remedyforce knowledge articles in the Support tab. |
Schedule appointments with staff members
To resolve issues by meeting staff members personally, clients can schedule appointments on their calendars. The following table lists the actions that users in different roles must perform.
Role | Product | Actions to perform |
|---|---|---|
System administrator | BMC Remedyforce | Configure a queue in BMC Remedyforce that consists of the staff members with whom clients can schedule appointments. An incident is created for the appointment and is assigned to the queue selected in the calendar. Note: If the appointment incident is deleted in BMC Remedyforce, the corresponding record in BMC MyIT is not deleted. |
MyIT administrator | BMC MyIT Administration Console | Configure calendars for the queues that you have configured. |
Client | BMC MyIT | Schedule an appointment with the staff member on the client's calendars by clicking Service Desk Appointments on the Support tab or Appointments. |
Configure locations and associate assets with locations
To help clients get directions to company campuses and other sites and view points of interest on each floor, such as conference rooms find a location in a facility or building, system administrators can configure locations and link assets associated with the location, such as printer, white board, and so on.
The following table lists the actions that users in different roles must perform.
| Role | Product | Actions to perform |
|---|---|---|
| System administrator | BMC Remedyforce | Export the following reports as CSV files:
|
MyIT administrator | BMC MyIT Administration Console | Import these reports on the Location Management tab. Import the floor plan of the locations, link assets with locations, and configure the locations on the floor plan. For example, link computer systems with training rooms, and add the information about the training room on the floor plan. |
Client | BMC MyIT | Access the floor plan of a facility, and find the desired location. |
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