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Configuring fulfillment details display in service requests

When users request a service, this process might trigger lots of hidden system activities that are not visible to users. Although not visible to users, these activities are an indispensable part of fulfilling requests. Such background activities are called fulfillment tickets. One service request can be linked to many fulfillment tickets that can be processed by different people. The following types of fulfillment tickets are available:

  • Incident (INC)—A fulfillment type used to track urgent issues.
  • Work order (WO)—A fulfillment type used to track repairs, maintenance and installation activities, and service requests that require an on-site visit.
  • Change (CRQ)—A fulfillment type aimed to declare that an infrastructure change is going to happen.
  • Case—A fulfillment type aimed at resolving business requests; for example, an employee needs a compensation letter from HR or details about company relocation policies.

INCs, WOs, and CRQ tickets are created in BMC Helix ITSM and available in BMC Helix Digital Workplace. Cases are created in BMC Helix Business Workflows and become available in BMC Helix Digital Workplace after the integration with BMC Helix Business Workflows.

By default, end users cannot see the fulfillment details. An administrator needs to enable this feature in the BMC Helix Digital Workplace Admin console. As a result, the following fields become visible in the BMC Helix Digital Workplace end-user console:

  • ID
  • Description
  • Last modified date
  • Status

To enable fulfillment details in My Activity

  1. In the BMC Helix Digital Workplace Admin console, go to Configuration.
  2. In the left panel, click Fulfillment Details.

  3. Enable the Show details in My Activity toggle key.

    Fulfillment details_My Activity.png

  4. Select the fulfillment ticket types for which the IDs must be displayed on the service request tile in My Activity.

Fulfillment ticket

Service request in My Activity

Change request

My Activity CRQ.png

Case

My Activity Case.png

Incident

My Activity INC.png

Work order

My Activity WO.png

To enable fulfillment details in Request Details

  1. Repeat steps 1-2 from the previous task.

  2. Enable the Show details in Request Details toggle key.

    Fulfillment details_Request details.png

  3. Select the fulfillment ticket types for which the details (ID, description, last modified date, and status) must be displayed in the service request details.

Fulfillment ticket

Request Details

Change request

Details CRQ.png

Case

Details Case.png

Incident

Details Incident.png

Work order

Details WO.png

This toggle key also enables end users to refer to specific fulfillment tickets in the comments section:

  • By clicking the comment icon

    Comment next to the fulfillment ticket.gif

  • By adding a ticket reference in the comments section

    Comment through reference.gif

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Digital Workplace Basic 21.3