23.3 enhancements and patches

Customize email notifications, post comments, and approve requests with the notification engine on BMC Helix Innovation Suite

Use the notification engine on BMC Helix Innovation Suite to enhance efficiency and user engagement with customizable email notifications. You can also leverage the ability to post comments and approve requests directly from emails.

Administrators benefit from this notification engine in the following ways:

• Increase control on notifications by defining the events when email notifications must be sent. 
• Improve brand appeal by modifying the email notification headers and footers, adding logos, and so on. 
• Easily audit failed or rejected notifications by viewing the status on the UI. 

To learn how to configure the notification engine on Helix Innovation Suite Platform, see Leveraging-the-notification-engine-on-BMC-Helix-Innovation-Suite-for-greater-flexibility.

End users benefit from this notification engine in the following ways:

• Ability to approve requests instantly through the email notifications, making the approval process more convenient and user-friendly. For more information, see Respond to approval requests from email notifications. 
• Ability to add comments to catalog-native requests from the email notifications. Learn more in Adding-comments-to-service-requests-via-email-notification.  

Make BMC HelixGPT-powered Employee Navigator available on all end user console screens

This capability is available with the BMC Helix Service Management Advanced license.

Make BMC HelixGPT-powered Employee Navigator available for end users in all UI screens so that it benefits them in the following ways: 

•  Assure users that BMC HelixGPT is always accessible with just one click, regardless of which page or UI they are on. There's no need to navigate to a specific page or panel.
• The conversational experience with BMC HelixGPT remains seamless until their query is resolved or they choose a different topic, even if they move from one page to another. 

For more information, see Generating-AI-retrieved-answers-for-end-users-through-BMC-HelixGPT.

BMC HelixGPT remembers context across a series of questions

This capability is available with the BMC Helix Service Management Advanced license.

Ask BMC HelixGPT a series of related questions without repeating the information or re-explaining your question. BMC HelixGPT recognizes the conversation context and maintains it.

Keeping the conversation context saves you time and effort, as you don't need to repeat yourself. This capability leads to more natural and smooth interactions, as responses are coherent and connected to previous queries. You can also customize the responses by asking BMC HelixGPT to tailor them to your preferences, such as making the responses concise or delivering them in a different format.

The retention of conversation context is supported only when users ask questions related to knowledge. It is not available when end users use BMC HelixGPT to find answers for their queries related to service requests, approvals, or To-dos.

For more information, see Using-BMC-HelixGPT-to-find-answers.

Provide feedback on BMC HelixGPT responses

This capability is available with the BMC Helix Service Management Advanced license.

End users can easily rate individual responses from BMC HelixGPT by using the thumbs-up or thumbs-down options. A text box is displayed if end users click thumbs-down to get more details for the negative feedback. 

For more information, see Using-BMC-HelixGPT-to-find-answers.

Ask BMC HelixGPT to find your To-dos

This capability is available with the BMC Helix Service Management Advanced license.

Ask BMC HelixGPT to find your To-dos by using conversational language. For example, to view your ongoing assignments, simply type Show my current To-dos. Similarly, to see assignments you've completed, say Show my completed To-dos.

With this capability, you save time and effort in looking for and going through multiple To-dos from the My Activity page. 

For more information, see Using-BMC-HelixGPT-to-find-answers.

Create a service request for unresolved queries in BMC HelixGPT

End users can raise a service request or can connect with a live agent when BMC HelixGPTcannot respond clearly to respond to the knowledge-related questions. This functionality is easily activated by enabling the Fallback prompt in BMC HelixGPT.

The Fallback prompt empowers users to resolve queries efficiently and avoid disruptions.

For more information about using the Fallback prompt, see Configuring-BMC-HelixGPT-to-offer-options-for-unanswered-questions.

Allow collaborators to add more collaborators

This capability is available with the BMC Helix Digital Workplace Advanced license. 

Allow collaborators to add additional collaborators instead of restricting the capability only to the requestor. This collaborator delegation feature provides the following benefits:

• Operational efficiency: Improve the request resolution process by allowing requestors to designate specific team members as delegated collaborators who can add more collaborators when the requestor is unavailable. 
• Confidentiality: Manage collaborator delegation at the individual catalog service level instead of applying a default configuration, enabling catalog administrators to limit delegation for confidential catalog services.
• Improved visibility: Improve cross-team collaboration by including more team members and breaking down silos during request resolution.

For more details about delegating collaborators, see Delegating-collaborators.

To learn how to enable this capability, see Enabling-collaborator-delegation.

Support for Service Request Definitions migration to store additional information in flexible fields

Provide the capability for catalog administrators to store additional information in flexible fields to enable data usage for reporting purposes. The capability helps customers in the following ways:

• Helps customers to transition data smoothly from Service Request Management to the BMC Helix Digital Workplace Catalog . They can use the information for reporting purposes or configuring service level agreements (SLAs) for a service.
• Provides increased parity between Service Request Management and BMC Helix Digital Workplace Catalog by supporting 20 flexible fields for storing data.

For more information, see Support for flexible fields.

Leverage external data in questionnaires by using a BMC Helix Innovation Studio process

This capability is available with the BMC Helix Digital Workplace Advanced license. 

As a catalog administrator, leverage data from external systems in service questionnaires by calling a BMC Helix Innovation Studio process. Configure a BMC Helix Innovation Studio process to retrieve data from any external system and then populate selection menus with responses to single-select and multi-select dropdown questions. By using the BMC Helix Innovation Studio process, you save time and effort because you have a unified approach to connect to different external systems. Additionally, as companies expand and integrate more external systems, a streamlined data retrieval process facilitates scalability.

With this capability, you give your users the option to select from a defined set of answers from any external system instead of entering their answers manually.

For more information, see Leveraging-external-data-in-questionnaires-by-using-a-BMC-Helix-Innovation-Studio-process.

View the summary of user entitlements and banners

Use the out-of-the-box dashboard to analyze the user data, banners, and services associated with virtual marketplaces in the BMC Helix Digital Workplace Catalog. As a catalog administrator, leverage the DWP Virtual marketplace overview dashboard in the following ways:

• Monitor the statistics of the services, banners, and entitlements linked to the virtual marketplaces.
• Save the time and effort required to track user access. The dashboard provides a list of users having access to a particular service.

For more information, see Viewing-BMC-Helix-Digital-Workplace-dashboards.

Migrate Service Request Definitions (SRDs) from BMC Service Request Management to BMC Helix Digital Workplace Catalog

This capability is available with BMC Helix Digital Workplace Advanced, BMC Helix Digital Workplace Basic with Catalog entitlement, or BMC Helix ITSM Suite service license.

BMC provides a utility to migrate SRDs from BMC Service Request Management to BMC Helix Digital Workplace Catalog. The utility empowers customers to seamlessly migrate the SRDs along with the Process Definition Templates (PDTs), Application Object Templates (AOTs). The utility provides the following benefits: 

• Save time in manually creating the SRDs or partially importing them in Catalog.
• Reduce dependency on BMC Service Request Management for fulfillment of service requests. 
• Use the precheck functionality to identify and help mitigate any potential issues with the migration. 

For more information, see Migration-of-services-from-BMC-Service-Request-Management-by-leveraging-the-utility. 

Get suggestions as you type in the global search field

When you start typing in the BMC Helix Digital Workplace global search field, suggestions start appearing for the search field.

This capability provides the following benefits:

• Because the predictions are based on the same browser's search history, they expedite the search process and save time.
• The suggestions start appearing based on the user's previous searches, offering end users an autocompletion search experience.

This behavior is also supported for BMC HelixGPT on the global search field on the Active events, Catalog, and studio pages. However, this behavior is not supported for the embedded BMC Helix Virtual Chat Agent on the user interface.
For more information, see Search-in-BMC-Helix-Digital-Workplace and Searching-for-records.

Use BMC HelixGPT to display articles based on end users' roles, permissions, or location

This capability is available with the BMC Helix Service Management Advanced license.

In BMC HelixGPT, administrators can leverage dynamic filters to narrow down the information retrieved from BMC Helix Knowledge Management by ComAround based on the end users' roles, permissions, and location. This ensures that the answers generated are refined, relevant, and up-to-date. 

To learn more about search filters, see Creating search filters for BMC applications. 

To learn more about leveraging search filters in BMC HelixGPT, see Configuring-BMC-HelixGPT-in-the-end-user-console-and-studio-pages.

Manage multiple companies with the hierarchical permissions model

This capability is available with the BMC Helix Digital Workplace Advanced license. 

Hierarchical permissions model automatically passes permissions from parent groups to child groups, simplifying access control for agents. Catalog agents can manage service requests from multiple companies without requiring full administrative access in BMC Helix Digital Workplace Catalog.

This feature makes the configuration easier and supports multiple levels of parent and child groups.

For more information, see Inheriting-permissions-by-using-hierarchical-companies-for-catalog-agents.

Configure the display of Quantity (QTY) field in a service

This capability is available with the BMC Helix Digital Workplace Advanced license. 

Catalog administrators can show or hide the quantity field in the Service quantity and the Bundle quantity by enabling the Quantity toggle key in BMC Helix Digital Workplace Catalog. This capability provides flexibility in how quantity information is displayed in a service.

For more information, see Adjusting-service-cost-and-quantity.

Get streamed responses from BMC HelixGPT 

This capability is available with the BMC Helix Service Management Advanced license.

BMC HelixGPT streams answers for end-user queries in real time, providing parts of the response as they become available. 

End users can benefit from streamed responses in the following ways:

• Experience improved response times as the initial parts of the answer begin to appear more quickly.
• Stay engaged and interested because you can track the information flow on-the-fly.
• Get a more natural and dynamic conversational experience.

Streaming is supported only when BMC HelixGPT retrieves information from an automatically determined set of knowledge articles to generate answers for end-user queries. Streaming is not available when end users use BMC HelixGPT to find answers for their queries related to service requests and approvals.

For more information, see Using-BMC-HelixGPT-to-find-answers.

Leverage multilanguage support for BMC HelixGPT 

This capability is available with the BMC Helix Service Management Advanced license.

The BMC HelixGPT chat interface and system messages adopt the language settings of the BMC Helix Digital Workplace end-user console. For example, if the end-user console is in German, the chat interface and system messages are displayed in German.

When conversing with BMC HelixGPT, users can ask questions and receive responses in their preferred language. BMC HelixGPT prompts determine a user's locale in BMC Helix Digital Workplace based on the language settings of the end-user console, and they direct the large language model to respond in that locale. 

This enhancement accommodates the diverse language preferences of the end users and helps align with the languages of your company's regions. 

For more information, see (Version 23.3.03 and later) BMC HelixGPT and localization.

Customize labels for the cart checkout operations

Some of the labels are available for customization only with the BMC Helix Digital Workplace Advanced license. 

As an administrator, enhance the user experience by changing or localizing the functional terms used for the most common cart operations, such as adding to the cart and submitting requests.

Additionally, leverage an enhanced user interface with the Label Customizations page. This user-friendly interface provides the following benefits to administrators:

• Enhanced operational efficiency with fewer clicks
• Ability to reset to default with a click of a button
• Easy accessibility
• Intuitive design

For more information, see Customizing-the-labels-in-BMC-Helix-Digital-Workplace.

Display a wide range of fulfillment fields from BMC Helix ITSM tickets to end users

Administrators get a large selection of additional fulfillment details to be displayed for Change request, Work order, and Incident tickets in the service request details. They can select from hundreds of out-of-the-box and custom fields that have labels in the SV_View of certain Progressive Web Application (PWA) forms. In comparison, the 23.3.01 version of this enhancement offers a limited selection of out-of-the-box fields and does not support custom fields. 

With additional fulfillment details displayed, end users can check the status of their requests and follow up if needed. This feature improves the collaboration between the requestor and the fulfillment teams and increases the visibility of the request fulfillment process. End users can view the fulfillment details when they open the service request from the Active or Past Events sections. For more information, see Configuring-fulfillment-details-display-in-service-requests.

Add a document to the questionnaire

This capability is available with the BMC Helix Digital WorkplaceAdvanced license. 

Catalog administrators can add PDF documents while designing a questionnaire. The document can contain valuable data or relevant information related to the service request or the To-do assignment. Examples of documents that can be shared with end users are non-disclosure agreements, policies, and so on.

This capability provides the following benefits to the end users:

• While completing the questionnaire for a service request or when a To-do is assigned, end users can review the document before submitting a request or marking a To-do as complete.
• Prevents redirection to other applications or networks.
• End users can go back and review the same document under request details in Active events and Past events, providing a simple way to refer to documents in the context of the requests.

For more information, see Adding-questions-to-a-questionnaire and Creating-questionnaires-for-To-dos.

Configure survey delivery rules specific to surveys

Catalog administrators can set survey delivery rules for each survey type to meet specific needs and goals and get granular control over the survey frequency. This enhancement provides the following benefits for catalog administrators:

• Offers flexibility in defining survey delivery rules. Provides a way to define delivery rules based on the days since the last survey was sent and the percentage of requests.
• Provides a consistent experience to adjust the frequency at the global level and the frequency at the custom survey level.
• Provides an option to define the survey frequency only for requests made against the same service or other services.

The capability leads to more effective survey governance, better user experience, and greater insights. For more information, see Survey-delivery-settings-version-23-3-02-and-later.

Audit configuration changes done by administrators

Administrators can view the complete audit log, which provides information about the modified configuration changes in BMC Helix Digital Workplace and BMC Helix Digital Workplace Catalog. When updates are made to Configuration settings in the admin console, an audit entry is created to track the changes. You can view this audit log information directly in BMC Helix Innovation Studio. For more information, see Auditing-administrator-configuration-changes.

Display the priority of requests for native Catalog services

Catalog administrators can choose to display priority information in requests for native Catalog services. For example, if a native Catalog service request has the Medium priority, the priority value is displayed as a badge in the My Activity and Request Details views of the request.

Showing the priority of native service requests allows end users to quickly assess and address these requests for faster resolution times and improved request handling efficiency. Also, the possibility to display the priority of native Catalog service requests aligns with how priorities are shown for service requests from BMC Service Request Management and, therefore, streamlines the migration from BMC Service Request Management to BMC Helix Digital Workplace Catalog.

For more information, see Displaying-the-priority-of-native-Catalog-service-requests.

Stream hosted videos from sources other than YouTube

This capability is available with the BMC Helix Digital WorkplaceAdvanced license. 

Administrators can embed videos from other sources besides YouTube. Customers can stream the videos hosted on their internal network on the content block in Studio and the service catalog profile page. This feature helps maintain the privacy of the video to the specific audience.

The videos can be embedded in the following components:

• Administrators can embed hosted videos in the content blocks. In addition to YouTube videos, Cloudflare and hosted videos are also supported.
• Catalog administrators can embed hosted videos or Cloudflare videos in the catalog profile details to a service similar to YouTube videos.

For more information, see To embed a video in a content block and Adding-catalog-profile-details-to-a-service.

Configure the error messages for user response validation

This capability is available with the BMC Helix Digital WorkplaceAdvanced license. 

Catalog administrators can configure custom validation messages on questions that use regular expression patterns so that end users can better comprehend the intended response format for a particular field. They can efficiently answer the questionnaire while submitting the request. If users enter a response that does not match a specified regular expression format, the custom validation message can help end users in the following ways:

• Help end users take the required corrective action.
• Mitigate errors resulting from incorrect text formats that users enter.

For more information, see Adding-questions-to-a-questionnaire.

(Controlled availability customers only) Find answers related to service requests and approvals by using BMC HelixGPT generative AI capabilities

This capability is available with the BMC Helix Service Management Advanced license.

End users can use BMC HelixGPT to find targeted answers for their queries related to service requests and approvals, such as, Show my open requests from last week or Show my pending approvals related to laptop.

End users can benefit from generative AI retrieval of answers in the following ways: 

• Save time in going through multiple service requests or approvals to get targeted answers. 
• Find answers for combination queries related to the service request status, approval status, time frame of the service requests, or summary. 

For more information, see Using-BMC-HelixGPT-to-find-answers.

(Controlled availability customers only) Use Confluence and SharePoint as data sources for BMC HelixGPT

This capability is available with the BMC Helix Service Management Advanced license.

BMC HelixGPT supports Confluence and SharePoint data sources so that end users can receive answers from knowledge articles in these sources. End users save time in going through multiple knowledge sources to get answers. 

To learn how to configure Confluence and SharePoint for end users in BMC Helix Digital Workplace , see Configuring-BMC-HelixGPT-in-the-end-user-console-and-studio-pages.

Leverage the BMC HelixGPT generative AI capabilities in the BMC Helix Digital Workplace end-user console

This capability is available with the BMC Helix Service Management Advanced license.

Leverage BMC HelixGPT to deliver targeted answers for end-user queries from an automatically determined set of knowledge articles. As an administrator, you can enable the following providers:

• BMC Software 
• Azure OpenAI
• OpenAI

End users can benefit from generative AI retrieval of answers in the following ways: 

• Enjoy a conversational experience from a knowledge search where the answer to the query is returned, instead of being presented with a list of knowledge articles. 
• Receive reliable and refined results because the answers are extracted from knowledge articles, not just from the Internet or the large language model's (LLM) general knowledge. The answers are returned via the Retrieval Augmented Generated (RAG) framework.  

To learn more about the scenarios in which you can implement BMC HelixGPT, see Generating-AI-retrieved-answers-for-end-users-through-BMC-HelixGPT.

View refined, relevant, and up-to-date answers from BMC HelixGPT

This capability is available with the BMC Helix Service Management Advanced license.

End users can find relevant, up to date, and accurate answers based on their company, line of business, or any other predefined categorization. This saves time in viewing irrelevant information.

BMC HelixGPT administrators can configure the following knowledge providers and the corresponding filters:

• BMC Helix ITSM: Knowledge Management—Company, external or internal articles
• BMC Helix Business Workflows—Company, external or internal articles
• BMC Helix Knowledge Management by ComAround—Tags added to knowledge articles for categorization based on line of business, user role, topic, and so on.

To learn how answers are generated based on the configured knowledge providers and filters, see Using-BMC-HelixGPT-to-find-answers.

To learn how to configure the filters, see Defining search settings in the BMC HelixGPT documentation.

Assign custom designed home pages for end users

This capability is available with the BMC Helix Digital WorkplaceAdvanced and External user license. 

Administrators can assign customized landing pages for end users and personalize their navigation experience beyond the default generic landing page. To facilitate efficient and effortless navigation, administrators can perform the following two configurations:

• Assign personalized home pages for end users

Administrators can assign personalized and relevant home pages to end users so that they can easily locate what they need. Home pages that are tailored for various groups of users based on their roles or needs guide them to their desired content, enhancing the default end-user experience.

For more information, see Assigning-customized-home-pages.

• Redirect end users to a custom designed landing page after request submission

Administrators can assign a redirection page to direct users to a customized landing page instead of the My Activity page after they submit a request. The administrators can design the post-request redirection page according to the organization's style of operation, providing a user friendly and personalized experience.

For more information, see Setting-up-navigation-for-your-workplace.

Hide My Activity page from the navigation menu

This capability is available with the BMC Helix Digital WorkplaceAdvanced and External user license. 

Administrators can control the visibility of the default My Activity page so that they can customize the end-user navigation. This approach would improve end users' navigation experience by having them concentrate on a menu that is tailored to their needs and the needs of their organization. However, entitled users can navigate to the My Activity page by using a link added in the user profile menu.

For more information, see Controlling-the-visibility-of-the-My-Activity-page.

Add collaborators while submitting a new service request

End users can add individual collaborators or collaborator groups at the checkout stage when submitting a new request. They can also edit the default collaborators during the request submission process. Administrators should configure the capability of adding collaborators for end users.

End users benefit from the enhanced capability of adding collaborators in the following ways:

• They get control over choosing collaborators right from the request submission stage.
• The capability reduces time for creating a service request initially and then editing it to include collaborators.
• End users can add collaborators while submitting a multirequest bundle or while adding service requests to the cart rather than adding them after the request is submitted. They'll have more flexibility and convenience while collaborating on service requests with other users.

For more information, see Collaborating-with-other-users-on-service-requests and Enabling-service-request-collaboration.

Display additional fulfillment details to end users

Administrators can select additional fulfillment details to be displayed for Change request, Case, Incident, and Work order tickets in the service request details. Including additional fulfillment details in a service request increases the visibility of the request fulfillment process.

End users can check the status of their requests and follow up if needed, which improves the collaboration between the requestor and the approver. End users can view the fulfillment details when they open the service request from the Active or Past Events sections. For more information, see Configuring-fulfillment-details-display-in-service-requests.

Configure the To-do questionnaire and make it mandatory before submitting

This capability is available with the BMC Helix Digital WorkplaceAdvanced and External user license. 

BMC Helix Digital Workplace Catalog administrators can validate To-dos in the form of questionnaires assigned to end users. They configure task actions for To-dos so that end users can mark the To-dos as complete only after answering all the mandatory questions in a questionnaire. This capability allows more complex case fulfillment scenarios that require additional input from the requester.

To learn more, see Enabling-end-users-to-work-on-To-dos. 

Navigate to the Admin console from the end-user console

Administrators can navigate to the BMC Helix Digital Workplace Admin console from the end-user console by using a navigation link added to the menu. The navigation link helps administrators get into the Admin console from the end-user console without having to enter the Admin console URL in the browser, saving time. Only users with administrator access can see the navigation link in the user profile menu.

If they have logged in to the end-user console to check the effects of the admin configuration or for their own service requests, they can quickly return to the Admin console with this link available in the menu. For more information, see Accessing-and-navigating-the-BMC-Helix-Digital-Workplace-consoles.

Add new question types to a repeatable group of questions 

This capability is available with the BMC Helix Digital Workplace Advanced license.

Catalog administrators can add the following question types within a repeatable group of questions:

• Check Box
• Dropdown (multi-select)
• File Attachment
• Text Area

With the support of additional question types, complex and diverse request scenarios can be accommodated when users request multiple items in the same request. Approvers save time and effort by collecting multiple answers to question types that were not previously available. 

For more information, see Creating-a-repeatable-group-of-questions.

Search for companies and their support groups by name

Administrators can search groups by entering any part of the company name or support group name (at least three characters) rather than having to enter a number. The search results display a relevant list of groups with their complete names, showing Long Group Name along with the Group Name. The administrators can select the intended groups and then send broadcasts or assign a service health item.

The improvement provides administrators with a user-friendly user group search and selection experience when they search in the following situations: 

• Search group names for sending broadcasts.
• Search group names for duplicating broadcasts.
• Search group names for assigning service health items.

For more information, see Sending-broadcasts-to-groups-services-and-locations and Setting-up-service-health-items.

Improved user interface for Approval settings page

The Approvals page is enhanced for a streamlined user experience while maintaining the same functionality. This enhancement also improves the aesthetics of the Approval page, at the same time making it more user-friendly.

For more information, refer to Enabling-users-to-put-approvals-on-hold.

Use upgraded sample Studio pages

This capability is available with the BMC Helix Digital Workplace Advanced license.

BMC has upgraded out-of-the-box sample pages for various industry verticals to leverage the latest capabilities of Studio inBMC Helix Digital Workplace. A zip file contains other, updated sample pages in addition to a sample page that contains a diverse selection of building blocks that are suitable for various purposes and scenarios. This page aggregates four older pages to demonstrate multiple layout options and Studio capabilities in a single place. 

As an administrator, you can also reuse images, banners, or icons from the pages by downloading the zip file that contains all these assets. For more information, see Sample-pages.

(Controlled availability customers only) Leverage the BMC HelixGPT generative AI capabilities in the BMC Helix Digital Workplace end-user console

This capability is available with the BMC Helix Service Management Advanced license.

Leverage BMC HelixGPT to deliver targeted answers for end-user queries from referenced knowledge articles. As an administrator, you can enable the following providers to generate answers based on an automatically determined set of knowledge articles:

• Azure OpenAI
• BMC Software 

End users can benefit from generative AI retrieval of answers in the following ways: 

• Enjoy a conversational experience from a knowledge search where the answer to the query is returned, instead of being presented with a list of knowledge articles. 
• Receive reliable and refined results because the answers are extracted from knowledge articles, not just from the Internet or the large language model's (LLM) general knowledge. The answers are returned via the Retrieval Augmented Generated (RAG) framework. 
• Get answers that are presented in conversational text, which is coherent and contextually relevant. 

To learn more about the scenarios in which you can implement BMC HelixGPT, see Generating-AI-retrieved-answers-for-end-users-through-BMC-HelixGPT

To learn how to configure BMC HelixGPT, see Configuring-BMC-HelixGPT-in-the-end-user-console-and-studio-pages

To learn how end users can find answers by using BMC HelixGPT, see Using-BMC-HelixGPT-to-find-answers. 

Submit service requests on behalf of other end users with enhanced privileges

BMC Helix Digital Workplace offers the on-behalf-of requesting capability where managers and agents can use their enhanced permissions to request services for other end users. This capability provides the following benefits:

• End users, for example, managers can extend their entitlements to other end users.
• End users can avail the services that they are not typically entitled to without entitlement changes. This ability saves them time because they can submit requests without additional approvals. 
• By submitting the requests from BMC Helix ITSM: Smart IT via the Smart Recorder, agents can submit on-behalf-of requests with little effort. 

As an administrator, you provide enhanced privileges by defining people groups to give users entitlements for submitting on-behalf-of requests.

To learn how to configure the enhanced privileges, see Setting-privileges-and-limits-for-on-behalf-of-requests. 

To learn how to submit on-behalf-of requests, see Submitting-service-requests-for-other-users. 

Focus the search for BMC Helix Knowledge Management by ComAround articles with filters

This capability is available with the BMC Helix Digital Workplace Advanced license.

When you configure search in studio pages, use filters to narrow down the search results of BMC Helix Knowledge Management by ComAround articles and help users easily find relevant content. Filters use article tags as filtering criteria. Tags are terms added to articles to describe them and make them easy to find. A search in a search bar that uses a filter returns only articles that have the tags included in the filter. Both static and dynamic tags can be used in filters.

To learn more about filters and tags in articles search, see Configuring-search.

To learn more about adding filters to search bars on studio pages, see Creating-pages-in-the-studio.

Rebrand additional properties of the BMC Helix Digital Workplace end-user console

Use the rebranding tool available within the product to rebrand the following properties of the BMC Helix Digital Workplace end-user console:

• Navigation bar color
• Font (selectable from the provided options) 
• Primary, secondary, and active state colors of buttons and hyperlinks
• Critical, warning, success, and information message colors

In addition to meeting your company's branding policy, the rebranding tool helps your end-user console meet Web Content Accessibility Guidelines (WCAG).

To learn how to use the rebranding options, see Rebranding-BMC-Helix-Digital-Workplace.

Arrange studio page components easily in columns and rows

This capability is available with BMC Helix Digital Workplace Advanced license.

With the BMC Helix Digital Workplace Studio design capabilities, administrators can easily arrange components in columns and rows. The studio also has visual clues to help differentiate between columns, rows, and components for a better design experience. 

Arranging components in rows and columns provides the following benefits: 

• Creates a good balance of text, images, and white space on the web page. 
• Makes it easier for end users to understand the content hierarchy by grouping related elements together.
• Helps you display different types of content next to each other by using multicolumn layouts.
  For example, you can display text alongside images to create a visually appealing page layout. 

To learn how to design page layouts in rows and columns, see Designing-page-layouts-with-rows-and-columns.

Display approval requests from custom applications

BMC Helix Digital Workplace supports approvals from custom applications:

• Developed by using Developer Studio
• Developed by using BMC Helix Innovation Studio and integrated with Approval Central.

This capability ensures seamless integration and enhanced visibility for approvers because they can respond to custom approval requests from within BMC Helix Digital Workplace without navigating to Approval Central. 

As an administrator, you can configure the approval request details that you want displayed to end users. To learn more, see Displaying-approval-requests-from-custom-applications.

Add up to 20 attachments to a single service request comment

BMC Helix Digital Workplace improves the efficiency of adding comments to service requests. Users can easily add from one to 20 inline images or attachments per comment by dragging or copy and paste. The attachment limit applies to comments added to service requests, approval requests, or To-Dos. 

This capability means users do not need to first save images or attachments, which also saves them time.

Administrators can configure the maximum number of inline images and attachments (up to 20 total) that end users can add to a comment. The same limit applies to the answers to service request questionnaires. 

To learn how to configure the attachment limit for comments, see Updating-the-attachment-settings-and-URI-schemes. 

Enhance the user experience with search

Enhance the user experience with search to help your end users quickly and easily find the content they are looking for. 

Until a user enters the search text and clicks Search or presses Enter, the search is not triggered, and the user stays on the same page. After a user selects the Search field, the application displays the 10 most recent searches of the user along with available quick links. This feature expedites the results when a user searches for the same item again.

The All tab replaces the Top Hits tab for the display of search results. The search results that are the closest match to the search text are displayed, irrespective of their source or type. The search ranking is shared across all source types, with the most relevant results appearing at the top of the list. On the summary page, search results are not grouped into categories and there is no See more link. Search results are paginated when there are more than 25 items.

For more information, see Searching-for-records.

Enable or disable languages that are available for your end users

As an administrator, enable or disable languages that are available for your end users in BMC Helix Digital Workplace. Leverage this flexibility in language settings to streamline your localization efforts by focusing on the required languages only, accommodating the diverse language preferences of your end users, or aligning with the languages of your company's regions. 

For more information, see Setting-a-language-for-your-end-users.

Get a visual indication of updates to events views

End users get a visual indicator when their events view needs to be refreshed. When an events view in the end-user console changes, the Update button expands in width to display the button text and a blue dot appears in the top right corner of the button. The prompt to refresh a view appears when the following actions are performed:

• Requests or calendar events are canceled by the end user.
• Approval requests are approved, rejected, or reassigned.
• Assigned tasks are completed.

When no further action can be taken on an item in the events view, the item is marked with a dark border and a check mark. 

See simplified messages in the end-user console

End users see simple, clear messages in response to their actions on requests, approvals, calendar events, and tasks in the events view. For example, if a request requires approval from only one of the approvers, an appropriate message is displayed if a second approver tries to approve the request at the same time as the first one. When such a message is generated, an exclamation mark is added to the item in the events view. The second approver can click the exclamation mark icon to view the message.

Format question descriptions with font size and color

 This capability is available with the BMC Helix Digital Workplace Advanced license.

As a catalog administrator, format question descriptions by using the following rich text formatting options: 

• Font size
• Font color 

Emphasize important information, provide clarity, and make the descriptions of questions more visually appealing by changing the font color and font size. 

For more information about formatting options supported for the Description field, see Question types and their settings.

Use the Notes field to describe the purpose of a studio page

This capability is available with the BMC Helix Digital Workplace Advanced license.

Use the Notes field to describe a studio page and its purpose or to tell the difference between studio pages with the same name; for example, HR homepage for USA and HR homepage for India. The description is displayed when you click the information icon next to the page name in the list of studio pages. The notes are visible only to administrators. 

For more information, see Creating-pages-in-the-studio.

(BETA) Configure studio page data to make it relevant and filterable for end users

This capability is available with BMC Helix Digital Workplace Advanced license. 

As an administrator, you can configure how custom application data is displayed in a Studio page so that it is effective, relevant, and easily filterable for end users.

This capability gives administrators the flexibility to tailor how the data is displayed with the option to drill down for more details. It improves the end-user experience by giving them the ability to: 

• Sort and filter each column. 
• View additional data from the View details button. 
• View localized field labels. 

To learn how to configure the application data, see BETA-Embedding-data-from-a-custom-application-in-the-studio-pages.