FAQ

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.

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.

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.

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

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

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.

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.

Turning off location services affects appointments and directions.

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

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. 

Yes.

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.

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.

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

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

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.

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. 

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.

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.

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. 

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.

See Onboarding-and-implementing.

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

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.

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.

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.

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. 

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.