Support for service request definitions from BMC Service Request Management

Based on the user's input for a field, populate additional service request fields. To configure actions, see Configuring actions to auto-fill responses in a service request in the BMC Service Request Management documentation.

AIF SRDs are cross-launched from the BMC Helix Digital Workplace server to the BMC Mid Tier server. AIF SRDs are loaded directly from BMC Mid Tier and submitted to BMC Service Request Management. For information about AIF SRDs, see Creating and using advanced interface forms in the BMC Service Request Management documentation.

If you are using AIF SRDs to perform validation, consider whether you can create non-AIF SRDs. On AIF and non-AIF SRDs, you can perform validation through regular expressions or can prevent invalid responses by using actions to prepopulate question fields.

Users can upload up to three attachments to a request. Users can upload attachments to an SRD and comments in the request. The default maximum attachment size is 5 MB.

You can disable the attachment feature. For more information about disabling the attachment feature, see Decreasing-traffic-load-by-disabling-request-attachments.

Radio buttons and check boxes are displayed in the end user console in desktop browsers only. Although radio buttons and check boxes are not displayed on mobile devices, the questions are displayed on mobile devices. To configure conditional questions in SRDs, see Adding branch conditions to questions in the BMC Service Request Management documentation. To configure radio buttons, see Defining radio button questions in the BMC Service Request Management documentation.

In BMC Service Request Management, hidden fields are used for calculations. These fields are not displayed in BMC Helix Digital Workplace or BMC Service Request Management. To configure fields as hidden or visible in BMC Helix Digital Workplace, see Configuring visible fields in the Request Entry console in the BMC Service Request Management documentation.

There are some limits on HTML support, as described in Supported HTML tags in instructions.

To make a hyperlink clickable in the BMC Helix Digital Workplace Service Request window, start it with <a= when adding it to a question in BMC Service Request Management as in the following example:

If you localize SRDs in BMC Service Request Management, users can see service requests in their own language. For more information, see Localizing SRDsin the BMC Service Request Management documentation.

Note: If you localize some, but not all, SRDs that you bring into the Catalog, users will see only the SRDs that are available in their own language, if there is at least one SRD available in that language. For example, if you have 100 SRDs in English and localize 10 SRDs into French, French users will see the 10 French SRDs, and they will not see the remaining 90 SRDs in English.

In BMC Helix Digital Workplace, you can configure the Quick Pick list to display popular requests from BMC Service Request Management, or you can manually select requests. To automatically populate the Quick Pick list with popular requests from BMC Service Request Management, see "Quick Pick list" in Setting-up-service-requests-through-BMC-Service-Request-Management.

Price is an optional field on SRDs, as described in Creating a standard SRD in the BMC Service Request Management documentation.

In BMC Service Request Management, Quick Launch SRDs open an external URL and are tracked as requests. This type of SRD is not available in BMC Helix Digital Workplace Catalog.

Best practice: In BMC Helix Digital Workplace Catalog, create a service with an external fulfillment method. See Adding-and-updating-services.

In BMC Service Request Management, Quick Links open an external URL and are not tracked as requests. In addition to bringing Quick Links from BMC Service Request Management into BMC Helix Digital Workplace, you can create How-To articles within BMC Helix Digital Workplace that launch external URLs. For more information, see Setting-up-self-help-resources.

To configure read-only fields in an SRD, see Adding questions to an SRD in the BMC Service Request Management documentation.

See Adding questions to an SRD in the BMC Service Request Management documentation.

If you set images for SRDs or SRD categories in BMC Service Request Management, they are displayed in BMC Helix Digital Workplace instead of the generic icons. To set  images in BMC SRM Service Request Management, see Configuring service request images in the BMC Service Request Management documentation. To set icons in BMC Helix Digital Workplace, see Configuring-icons.

For details, see Service request status values in the BMC Service Request Management documentation.

In BMC Helix Digital Workplace, users can see whether a request has been approved. If approval is not complete, users can see which approvals are complete and which are still pending.

The request details do not include a Contact Coordinator button.

Best practice: BMC Helix Digital Workplace users can add comments to a request to ask questions or to provide additional details.

This behavior must be configured in BMC Service Request Management, as described in Creating on-behalf-of definition rules in the BMC Service Request Management documentation. In addition, the "Requested by" user must be entitled to submit the request.

The following video (3:50) demonstrates the procedure to create on-behalf-of definition rules and show how end users can submit requests on behalf of other users.

Note: The video shows an older version of BMC Helix Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.

https://youtu.be/pimtu3T1lgk

Desktop and mobile users can designate services and knowledge articles as favorites. For more information, see How-favorites-work.

In BMC Helix Digital Workplace, users can see the request ID, but they cannot see the underlying fulfillment ID, such as the Incident Request ID.

Best practice: When a customer asks about an outstanding request, the Service Desk asks for Request ID instead of Incident Request ID.

BMC Helix Digital Workplace sends out surveys for SRDs, provided the surveys are mapped to SRDs in the BMC Helix Digital Workplace Admin console. In BMC Helix Digital Workplace, users can enable or disable survey notifications. If enabled, users receive surveys for completed service requests. For more information, see Setting-up-satisfaction-surveys-for-HR-and-IT-requests.

After submitting a request, BMC Helix Digital Workplace users can check the request details to review their responses to questions in the SRD.