Note

 

This documentation supports the 20.17.02 version of Remedyforce.

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

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:

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 perform the following actions on submitted service requests:

  • Add comments to requests. Client comments are saved as a Client Note record in the Action History section of the service request in BMC Remedyforce.
  • 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.
  • 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. 

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.

RoleProductActions to perform
System administratorBMC Remedyforce

Export the following reports as CSV files:

  • MyIT Point of Interest - Locations
  • MyIT Point of Interest - Assets

MyIT administrator

BMC MyIT Administration ConsoleImport 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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