BMC Helix Digital Workplace Advanced 21.3

With BMC Helix Digital Workplace, your end users can request IT, HR, and other company services through a social media-like interface. Administrators enable self-service features for end users and set up the catalog of services.

Release notes and notices Updated 24 Jan 2024

Learn what's new or changed in this space, including urgent issues, documentation updates, service packs, and patches.

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Date	Summary	Reference
January 29, 2024	Issues that were fixed and issues that remain open Patch 11 for version 21.3 is available for SaaS subscribers. The following update is available in this patch: Optimize application access to users with different email domains and authentication mechanism	21-3-Patches
September 5, 2023	Issues that were fixed and issues that remain open Patch 10 for version 21.3 is available for SaaS and on-premises customers. Update in patch 10 for version 21.3: Configure timeout periods for the BMC Helix Platform connector and the REST connector to avoid timeout errors.	21-3-Patches
June 15, 2023	Issues that were fixed and issues that remain open Patch 9 for version 21.3 is available for SaaS subscribers.	21-3-Patches
January 23, 2023	Issues that were fixed and issues that remain open Patch 8 for version 21.3 is available for SaaS subscribers.	21-3-Patches
December 20, 2022	Issues that were fixed and issues that remain open Patch 7 for version 21.3 is available for SaaS subscribers.	21-3-Patches
December 1, 2022	Issues that were corrected and issues that remain open Patch 6 for version 21.3 is available for on-premises customers.	21-3-Patches
October 3, 2022	Issues that were corrected and issues that remain open Updates to Patch 6 for version 21.3 are available for SaaS subscribers.	21-3-Patches
September 2, 2022	Issues that were fixed and issues that remain open Patch 6 for version 21.3 is available for SaaS subscribers.	21-3-Patches
August 1, 2022	Issues that were fixed and issues that remain open Patch 5 for version 21.3 is available for on-premises customers.	21-3-Patches
May 23, 2022	Issues that were fixed and issues that remain open Patch 5 for version 21.3 is available for SaaS subscribers.	21-3-Patches
March 23, 2022	This version includes an update and defect fixes.	21-3-Patches
February 8, 2022	This version includes an update and defect fixes.	21-3-Patches
January 20, 2022	Starting with the 21.3.02 patch, BMC announces changes related to the availability of BMC Service Request Management that might affect your use of BMC Helix Digital Workplace. This update includes defect fixes. See also, Deprecated-and-discontinued-features.	21-3-Patches
January 5, 2022	Patch 2 for version 21.3 is available for on-premises customers. This update includes defect fixes.	21-3-Patches
November 19, 2021	This update includes defect fixes.	21-3-Patches
October 4, 2021	The 21.3 release provides enhancements in the following areas: Create visually appealing functional workplace for each line of business Display work order, change request, and case details to end users Turn off notifications for approved or rejected requests Additional control over service health configuration Select the source of the end user's profile image	3

Creating PDF exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF

Click the Export icon in the upper-right.
From the Export menu, select PDF.
Follow the prompts for page selection and other options.
Click Export.

Getting started

Creating and managing the service catalog

Create catalog sections, service categories, services,bundles, and banners

Deploying clients

Rebrand and make the application available to end users

Enabling self-service in an organization

Configure self-help resources, locations, and appointments

Administering

Set up users and groups, customizing, enabling features, sending broadcasts, and more.

Integrating

Integrate with other products.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.

Product trials	Communities	Knowledge Base	Videos	Education

PDFs and videos

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

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You can create a custom PDF for a specific topic, a topic and its children, or a group of topics with a specific label. For information about how you can export a custom PDF from this space, see Exporting-to-PDF-and-other-formats.

Videos

Videos are available in the following areas:

Getting started videos
Integration videos
Enabling self-service in your organization videos
Connector videos
Administration videos
Troubleshooting videos

Getting started videos

The following topics in the Getting-started section contain videos that supplement or replace the text-based documentation:

Catalog content from the starter kit
- Enabling self-service in your organization
  - Portal for external users

Integration videos

The following topics in the Integrating section contain videos that supplement or replace the text-based documentation:

Integrating a BMC chat application with BMC Helix Digital Workplace

Enabling self-service in your organization videos

The following topics in the Enabling-self-service-in-an-organization section contain videos that supplement or replace the text-based documentation:

Enabling room reservations
- Integrating a BMC chat application with BMC Helix Digital Workplace
  - Managing assets on floor maps
    
    Setting up calendars
    
    Setting up locations
    
    Setting up service health items

Connector videos

The following topics in the Connecting-your-catalog-to-external-systems section contain videos that supplement or replace the text-based documentation:

Microsoft Office 365 connector

Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Adding and updating service categories
- Configuration example of replacing the Request Entry Console in BMC Service Request Management
  - Exploring the workflow designer
    
    Managing assets on floor maps
    
    Reconfiguring the BMC Helix Digital Workplace server
    
    Setting up calendars
    
    Setting up locations
    
    Setting up self-help resources
    
    Setting up service health items
    
    Support for service request definitions from BMC Service Request Management

Troubleshooting videos

The following topics in the Troubleshooting section contain videos that supplement or replace the text-based documentation:

Configuring logs for BMC Helix Digital Workplace

Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Helix Digital Workplace.

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Frequently asked questions about BMC Helix Digital Workplace

What is BMC Helix Digital Workplace all about?

BMC Helix Digital Workplace is a productivity tool that enables employees to work efficiently in an environment that supports both in-office and remote work. The application aims at reducing the amount of administrative tasks and focuses more on executing strategic assignments. BMC Helix Digital Workplace is an omni-channel solution for requesting services; for example, updating hardware or software. As other BMC products, this application is highly configurable and supports several integrations. You can find details about the application's capabilities in Use-cases.

What is BMC Helix Digital Workplace Catalog all about?

Use BMC Helix Digital Workplace Catalog that provides an option to create and manage services in a catalog. This application aggregates service catalogs from different sources and orchestrates fulfillment of service requests in BMC Helix Digital Workplace. For more information, see Creating-and-managing-the-service-catalog.

Can I modify tab names in BMC Helix Digital Workplace?

Yes. For example, you can rename the My Activity tab to Workspace. For more information, see Configuring-the-labels-used-in-BMC-Helix-Digital-Workplace.

Additionally, take a chance to leverage the Studio feature that tailors the applications' user interface to resonate with the look and feel of your company; see Studio-pages.

Use the Navigation Manager that configures page visibility; see Creating-workplaces-for-your-lines-of-business.

An administrator can set up pins on maps to signify assets such as printers. Is there a way to visually show on the same map that a specific printer is out of order?

As an administrator, you can manually update the status of any asset. For example, broken printers can be labeled with red pin icons.

BMC Helix Digital Workplace can resolve many problems, but what if I am locked out?

Send a message to the IT support team through WhatsApp, Slack, or Microsoft Teams (these applications must be integrated with BMC Helix Virtual Agent).

My Activity shows only open requests. Where can I view cancelled or closed requests?

Both cancelled and closed requests are displayed on the My Activity tab, in the Past Events section. Open requests are displayed in the Active Events section. To view additional requests, click the filter icon and select additional status values. For more information about how requests are filtered by statuses, see Search-in-BMC-Helix-Digital-Workplace.

On the My Activity tab, where can I review conversations between support staff and the end user?

Communication between the agent and end user is stored in comments to the request. To review the conversation, on the My Activity tab, on the request tile, click Details, and view the Comments section.

If I turn off the location service on my device, does it affect the functionality of any services?

Turning off location services affects appointments and directions.

What languages does BMC Helix Digital Workplace support?

English (EN) is the default language of the application, but other languages are also supported. For more information, see Supported-languages-and-locales.

What email platforms does BMC Helix Digital Workplace support?

For on-premises customers, supported email platforms are Microsoft Exchange and Gmail; see Configuring-email-notifications.

For SaaS customers, BMC supplies email servers on behalf of the customer and configures email according to customer requirements during the activation time; see Planning email integration with BMC Helix services.

Are integrations retained during an upgrade?

Yes.

What file extensions can I use for attachment questions in BMC Helix Digital Workplace?

The list of supported file extensions is configured in the BMC Helix Digital Workplace administrator console, as described in Updating-the-attachment-settings-for-service-requests.

Is BMC Helix Digital Workplace multitenant capable?

BMC Helix Digital Workplace is multitenant capable. The application code and the data that powers the application are shared between tenant instances. However, all customer data is stored separately for each tenant.

Where can I obtain the licensing information?

Contact your dedicated BMC Customer Success Specialist or BMC Sales Team; use the chatbot on the BMC official site or see Worldwide Contacts.

What is the role of a BMC Account Manager?

A BMC Account Manager is a person responsible for maintaining business and financial relationship between BMC and its customers.

Frequently asked questions about integrating BMC Helix Digital Workplace with other BMC products

Does BMC Helix Digital Workplace replace BMC Service Request Management?

BMC Helix Digital Workplace adds value to BMC Service Request Management, but does not replace the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services.Use BMC Helix Digital Workplace Catalog, instead of fulfilling service requests directly through BMC Service Request Management. The BMC Helix Digital Workplace Catalog workflow calls BMC Service Request Management activities. However, starting from version 21.3.02 of BMC Helix Digital Workplace, new SaaS deployments do not support BMC Service Request Management, and customers need to manage and create services through BMC Helix Digital Workplace Catalog. For more information, see Deprecated-and-discontinued-features.

Can we run BMC Helix Digital Workplace and BMC Service Request Management simultaneously? All of our users need access to the same base service request definitions, but I want one group of users to use BMC Service Request Management while the other group to use BMC Helix Digital Workplace. Can this setup work?

Yes, this setup can work. One set of users can use BMC Helix Digital Workplace, and another set can use BMC Service Request Management, which consists of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Helix Digital Workplace to use the same service request definitions.However, we recommend that all customers use BMC Helix Digital Workplace Catalog to develop and maintain their catalog.

How do users access SaaS deployments of BMC Helix Digital Workplace and BMC Helix ITSM?

After BMC Helix Digital Workplace and BMC Helix ITSM are activated, users receive an email with login credentials and information about accessing the services. For more information, see BMC Helix Digital Workplace Basic, Catalog and Advanced activations and BMC Helix ITSM activation.

What is a general use case for the integration of BMC Helix Digital Workplace and BMC Helix ITSM?

An employee submits a request for a new laptop through BMC Helix Digital Workplace and a manager approves it in a mobile version of BMC Helix Digital Workplace in no time. A support agent tracks and fulfills the request in BMC Helix ITSM or BMC Helix ITSM: Smart IT.

How can I benefit from the integration of BMC Helix Digital Workplace and BMC Helix ITSM: Smart IT?

You can request IT services in BMC Helix Digital Workplace, which are processed by IT agents in BMC Helix ITSM: Smart IT, a sophisticated tool that helps deliver impeccable IT support to employees.

What is a general use case for the integration of BMC Helix Digital Workplace and BMC Helix Business Workflows?

An employee submits a vacation request through BMC Helix Digital Workplace and a manager approves it in a mobile version of BMC Helix Digital Workplace in no time. A case fulfillment agent tracks the request in BMC Helix Business Workflows.

Where can I find information about the on-premises deployment of BMC Helix Digital Workplace?

See Onboarding-and-implementing.

If an asset is created in BMC Helix Digital Workplace on a device, is it pushed to BMC Helix CMDB?

No, it is not. As explained in Managing-assets-on-floor-maps, BMC Helix Digital Workplace is not integrated to update BMC Helix CMDB.

Can BMC Helix Digital Workplace communicate with other applications through a single sign-on mechanism?

Yes, you can establish a single authentication mechanism between BMC Helix Digital Workplace and other BMC applications through BMC Helix Single Sign-On. For more information about this authentication mechanism, see Orientation. To obtain access to BMC Helix Single Sign-On, users need to activate the BMC Helix Operations Management service; see BMC Helix Operations Management activation.

How is our BMC Helix Digital Workplace environment sized to ensure sufficient capacity?

The majority of customers use BMC Helix Digital Workplace as a SaaS offering. If you use on-premises deployment, see Sizing and scalability considerations and Onboarding-and-implementing.

Frequently asked questions about using BMC Helix Digital Workplace on mobile devices

What features are available on iOS and Android mobile devices?

The BMC Helix Digital Workplace UI design is based on the Progressive Web App (PWA) that supports all clients from desktop to mobile devices. All the features are available across supported desktop and mobile devices.

Do I need to use mobile device management tools for the mobile version of BMC Helix Digital Workplace?

You do not need mobile device management tools. On mobile devices, you can access BMC Helix Digital Workplace by pointing to the same URL that you use in the web. Neither Android nor iOS mobile devices require any special app. The Progressive Web App (PWA) technology allows users to view and use BMC Helix Digital Workplace on their mobile devices. However, to use the push notifications and QR code scan functionality, iOS mobile users have to download the iOS wrapper app from the Apple App Store.

Does BMC Helix Digital Workplace support rebranding of the iOS wrapper app?

The iOS wrapper app is available in the Apple App Store. While the actual app cannot be rebranded, the content of the app can be rebranded by using the rebranding functionality in the administrator console. To learn more, see Rebranding-BMC-Helix-Digital-Workplace.