21.3 enhancements

Display work order, change request, and case details to end users

Functionality has been extended for ticket fulfillment details. In previous versions, end users could see details of the incident tickets only. This version of BMC Helix Digital Workplace enables a quick orientation among the flow of work order, change request, and case tickets. This feature applies to SRDs 

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End users can:

• See the ticket ID associated with the single service requests on the My Activity tab.

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  Card view

  
  

  List view

  
  

• Open the service request to view the fulfillment details of the ticket (ID, description, last modified date, and status).

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• Leave comments on a particular ticket that are easily identifiable by the agent working on the ticket.

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For more information, see Configuring-fulfillment-details-display-in-service-requests and Setting-up-approvals.

Turn off notifications for approved or rejected requests

Approvers can disable push and email notifications upon approving or rejecting a service request. In previous releases, approvers continued to receive notifications even after approving service requests. In 21.3 and later, approvers can focus only on incoming service requests.

For more information about notification settings for end users, see Configuration options for the end user console.

Select the source of the end user's profile image

A new feature setting and provider property are now available in the BMC Helix Digital Workplace Admin console so that administrators can select an end user's profile image from BMC Helix Digital Workplace, BMC Helix ITSM, or BMC Helix ITSM: Smart IT:

For more information about end user's profile data synchronization, see Managing-an-end-user-s-profile-data.