Enabling service request collaboration
As an administrator, you can globally enable collaboration on service requests to allow all users in your organization to add collaborators to their service requests. When you enable collaboration, end users can add other users as collaborators after submitting requests. Collaboration on service requests is useful when an end user creates a request that impacts other users or if the requester might not be available when the request is fulfilled. For more information, see Collaborating-with-other-users-on-service-requests.
- (Version 23.3.01 and later) You can also enable end users to add collaborators during the request submission.
- (Version 23.3.04 and later) You can enable collaborator delegation for specific services. This setting allows requestors to delegate certain collaborators to add more collaborators to shared service requests. For more information, see Enabling-collaborator-delegation.
Video demonstration
- Watch the following overview video (2:54) to explore how adding collaborators to service requests can speed up issue resolution and reduce downtime.
Overview of service request collaboration in BMC Helix Digital Workplace 23.3.01
- Watch the following demonstration video (3:03) to learn how administrators can configure service request collaboration and end users can add their colleagues to a service request,
Demonstration of configuring collaborators in BMC Helix Digital Workplace 23.3.01
Supported types of service requests
Collaboration on service requests is supported only for enhanced catalog services.
(Version 23.3.01 and later) Collaboration on service requests is supported for multirequest bundles and orders in the cart.
Collaboration is not supported for service request actions.
To enable collaboration on service requests
- Log in to the BMC Helix Digital Workplace Admin console.
- Select Configuration > Application Features.
- Select the Collaborators check box.
- (Version 23.3.01 and later) Select the Manage Collaborators at Checkout check box to enable the capability of adding collaborators at the Checkout stage while request is being submitted.
The following image displays the configuration settings:
Before you begin
As an administrator, you can create people groups for service request collaboration. To learn how to create collaborator groups for end users, see Creating-people-groups-for-end-user-collaboration.
To enable email and push notifications for collaborator groups
- Log in to the Admin console.
- Select Configuration > Application Features.
- Select Collaborators > Include Group Members for Notifications.
To enable email notifications for service requesters
- Log in to the Admin console.
- Navigate to Configuration > Email & Notifications.
- Select Settings, and on the User settings tab, in the Requests section, select the Shared requests check box.
- Click Save.