Creating separate top-level categories for HR and IT requests

As the BMC Helix Digital Workplace database administrator, you can create a top-level (root) category for all items from BMC HR Case Management that are displayed for end users in the Browse categories menu of the BMC Helix Digital Workplace end user console.

By default, BMC Service Request Management and BMC HR Case Management items are displayed in one list, as shown in the following illustration:

To improve findability and ease of use, you can separate BMC Service Request Management and BMC HR Case Management items by creating root categories.

The following example shows separated root categories—HR services for all HR Case Management items and IT services for all Service Request Management items:

rootcat_19.11.png

By executing the corresponding SQL queries in the BMC Helix Digital Workplace database, you can perform the following actions:

Create the root categories
Rename a root category
Restore the default settings

Before you begin

Best practice
We recommend that you create a database backup before performing any actions with the categories in the BMC Helix Digital Workplace database. We also recommend that you initially deploy the changes to the development branch before deploying them to the production branch.

Ensure that the categories have services associated with them. Blank categories are not displayed in BMC Helix Digital Workplace.

To create the root categories

On a server where the BMC Helix Digital Workplace database is installed, open the database client.
Open the CATEGORY_CONFIGURATION table.
The combined SRM,HRCM_SRD source type is displayed:
Execute the following SQL query:
update [DWP].[DWP_Business].[CATEGORY_CONFIGURATION]
set SOURCE_TYPES = 'SRM'
where SOURCE_TYPES='SRM,HRCM_SRD' and TENANT_ID = <TENANT_ID_VALUE>
insert into
[DWP].[DWP_Business].[CATEGORY_CONFIGURATION]
(TENANT_ID, CREATE_DATE, MODIFIED_DATE, ID, SOURCE_TYPES, LABEL)
VALUES
(<TENANT_ID_VALUE>, <CREATED_DATE_VALUE>,<MODIFIED_DATE_VALUE>, <GENERATED_UUID_VALUE>, 'HRCM_SRD', 'hrcmCategoryTitle')
You can use the following reference:
- TENANT_ID_VALUE—The name of an affected tenant. The default value is 000000000000001.
- CREATED_DATE_VALUE and MODIFIED_DATE_VALUE—The dates of row creation and row modification. The required format is yyyy-MM-dd HH:mm:ss.fff; for example, 2018-10-11 15:02:05.963.
- GENERATED_UUID_VALUE—The unique identifier. You can use the following options:
  - NEWID() for MSSQL
  - SYS_GUID() for Oracle
After you execute the query, the separated SRM and HRCM_SRD source types are displayed:
In the Browse categories menu of the BMC Helix Digital Workplace end user console, end users can see root categories for HR Case Management and Service Request Management items.
By default, the created root category for HR Case Management items is named HR Cases, and the created root category for Service Request Management items is named Business Requests. You can rename the root categories as needed.

To rename a root category

On a server where the BMC Helix Digital Workplace database is installed, open the database client.
Execute one of the following SQL queries, with your preferred replacement for CATEGORY NAME:
- To rename the root category for HR Case Management items, execute the following SQL query:
  update [DWP].[DWP_Business].[REBRANDING_LOCALIZED_VALUES]
  set VALUE = 'CATEGORY NAME'
  where name = 'hrcmCategoryTitle' and (LOCALE='en_US' or LOCALE='_')
- To rename the root category for Service Request Management items, execute the following SQL query:
  update [DWP].[DWP_Business].[REBRANDING_LOCALIZED_VALUES]
  set VALUE = 'CATEGORY NAME'
  where name = 'srmCategoryTitle' and (LOCALE='en_US' or LOCALE='_')
(Optional) To create a category name for a different locale, execute a separate query for each locale. For more information about supported locales, see Supported-languages-and-locales.

To restore the default settings

On a server where the BMC Helix Digital Workplace database is installed, open the database client.
Execute the following SQL query:
update [DWP].[DWP_Business].[CATEGORY_CONFIGURATION]
set SOURCE_TYPES = 'SRM,HRCM_SRD'
where SOURCE_TYPES='SRM' and TENANT_ID = <TENANT_ID_VALUE>
delete from [DWP].[DWP_Business].[CATEGORY_CONFIGURATION]
where SOURCE_TYPES='HRCM_SRD' and TENANT_ID = <TENANT_ID_VALUE>
The combined SRM,HRCM_SRD source type displays requests and categories from BMC Service Request Management and BMC HR Case Management in the same alphabetical list. The categories view in the Browse categories menu of BMC Helix Digital Workplace returns to the default view.