20.02.03: Patch 3

Granular configuration for auto-cycle banners in catalog sections

In previous versions of BMC Digital Workplace, administrators could add only Items to Catalog Sections. Starting with 20.02.03, BMC Digital Workplace administrators can add Banners with layout options to sort and auto-cycle through the banners. 

For more information, see Setting-up-sections-in-the-Catalog.

Additional status filters for events

In previous versions of BMC Digital Workplace, end users could sort Active events only by type and Past events only by status. Starting with 20.02.03, end users can filter both Active and Past events by status and type as well as select several options or combine them. For example, end users can filter only active requests and approvals by Waiting Approval status:

Users can see the status of each service request in the order without opening the service request details:

For more information about filtering options, see Search-in-BMC-Helix-Digital-Workplace.

Display of the User ID field and configuration of end-user details display settings

In earlier versions of BMC Digital Workplace, work email and work phone (if specified by the user in preferences) as well as mail stop (if specified in Remedy IT Service Management) were always available for other users. In this version, the BMC Digital Workplace administrator can select which user information will be displayed in the results of a People search, requests, and approvals. The administrator can also configure the visibility of a new User ID field. The following table illustrates the difference between the end-user information display options in earlier releases and version 20.02.03 by using the Global search panel results as an example:

The following table illustrates the ability to display the User ID in earlier releases and version 20.02.03 by using the Global search panel results as an example:

For more information about user details availability, see Configuring-end-user-display-settings.

Remedy ITSM support groups as entitlement groups and collaborators on service requests

As the BMC Digital Workplace Catalog administrator, you can populate collaborator and entitlement groups with Remedy ITSM support groups through a new category called Support Organization. This category is created and managed in Remedy ITSM. You must enable support groups in Remedy ITSM to make them visible in BMC Digital Workplace Catalog. A Remedy ITSM support group can be added for:

• Virtual marketplace entitlements, which allow members of this support group to view and access services
  
  

• People groups that are used as collaborator groups
  
  

For more information, see Creating-virtual-marketplace-entitlements and User-accounts-groups-and-permissions-for-BMC-Digital-Workplace-Catalog.

Remedy connector supports all fields for Work Order and Change Request

In earlier versions of BMC Digital Workplace, only a limited list of input parameters was available for mapping with the following activities:

• Create Remedy Work Order
• Create Remedy Work Order With Identifiers
• Create Change Request
• Create Change Request With Identifiers

In version 20.02.03, the BMC Digital Workplace Catalog administrator can set any other form fields by using the Other Fields parameter, including custom fields.

For more information, see Remedy-connector. For the workflow example, see Mapping-custom-Remedy-ITSM-form-fields-in-the-Create-Remedy-Work-Order-form.

Exporting only the most recent revision of services

In earlier versions of BMC Digital Workplace Catalog, a service was exported with all the revisions created in the past. A new service revision is created when a service is approved, rejected, or published. Administrators can now export a service with the most recent revision instead of all the revisions. For information about the end-to-end process, see Copying-services-from-another-system. For more information about the existing service revision functionality, see Managing-service-versions-and-revisions.

Option to remove all items from the active cart with one click

In previous versions, end users had to select individual items in the active cart (Your cart) to delete them. Starting with 20.02.03, end users can click Remove all items to remove all services from the active cart.

For more information about carts, see Requesting-multiple-enhanced-catalog-items-by-using-a-cart.

Updated action button icons for requests and approvals

The icons of the following action buttons have been updated in the BMC Digital Workplace end user console:

For more information about requests and approvals, see Business-request-processing.

Cart count shows only the number of items in the active cart

In previous versions, the cart count included items from the saved carts. Starting with 20.02.03, end users only see the number of items in the active cart (Your cart) even if there are items in the saved carts. Thus, end users are made aware of the items that require attention. The following screenshot shows three saved carts excluded from the cart count in the BMC Digital Workplace end user console:

Approve and reject buttons for approvers

In earlier versions of BMC Digital Workplace, the approver needed to click the kebab menu to approve, reject, or reassign an item from the approval request list. In this patch, the Approve and Reject buttons appear as check and cross icons for each item in the approval order. The kebab menu has been preserved for reassigning approvals and putting them on hold. This update is available only on the desktop version of BMC Digital Workplace. On tablets and mobile devices, the behavior remains the same as in the previous releases:

For more information about approvals, see Approving-users-business-requests.

Restart available for failed service requests

In previous releases, when BMC Digital Workplace Catalog did not fulfill a request, the system returned a Fault status to end users in the BMC Digital Workplace end user console. The system also reported this failed request on the Service Requests report in BMC Digital Workplace Catalog. End users were required to submit a fresh request.

In version 20.02.03, BMC Digital Workplace Catalog administrators can restart failed processes on behalf of their end users. This action takes the same request to the beginning of its lifecycle and end users do not have to submit a new request. End users will see their request transition from the Fault to In Progress status in the My Activity tab. If your end users have configured their status updates and notifications, they will also be notified when this status change occurs.The option to restart a service is not available in the following conditions:

• Services for which fulfillment is set to External Link are not shown in the reports and cannot be restarted.
• Services that are parents in a dependent service with child services in progress - For example, if an IoT Storage request is the child service and still in progress and the IoT Device request fails, it cannot be restarted. For more information, see Specifying-dependent-services.
• Service requests auto-created when a BMC Helix Business Workflows agent creates a case. For more information, see Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases.

For more information about accessing the Service Requests report, see Reports-and-analysis-of-the-enhanced-service-catalog.

Additional language support

BMC Digital Workplace Catalog users can now use French as their preferred language. If you are upgrading from a previous version, existing names of connectors, services, categories, and so on will not be translated. For information about localizing catalog items, see Localizing-catalog-items.

What else changed in this release

Downloading the patch

The following table provides links to the page on the EPD website that contains the patch files for this product. From the EPD page, you can select and download the patch files for your platform. Access to the EPD website requires that you provide your BMC Support credentials. You might also be prompted to complete the Export Compliance Form.

Use the following links to download the files for  BMC Digital Workplace 20.02 Patch 03:

To verify the files

Locate the files you downloaded and verify the SHA256 checksum results before installation.

Supported install and upgrade paths

Installing or upgrading to BMC Digital Workplace 20.02.03

You can perform a fresh installation or upgrade to BMC Digital Workplace 20.02.03.

• If you are installing BMC Digital Workplace for the first time, see Performing-the-BMC-Digital-Workplace-installation. 
• If you have already installed BMC Digital Workplace 20.02.00, see Performing-the-BMC-Digital-Workplace-upgrade.

Installing or upgrading to BMC Digital Workplace Catalog 20.02.03

You can perform a fresh installation or upgrade to BMC Digital Workplace Catalog 20.02.03.

• If you are installing BMC Digital Workplace Catalog for the first time, see Performing-the-BMC-Digital-Workplace-Catalog-installation.
• If you have already installed BMC Digital Workplace Catalog 20.02.00, see Upgrading-a-BMC-Digital-Workplace-Catalog-server.