Collaborating with other users on service requests
A user who submits a service request can add other users as collaborators to the request. Collaboration on a service request becomes useful when you create a request that impacts multiple users or when you are unavailable during the request resolution. You can add individual collaborators or collaborator groups after the request is submitted.
Collaborators can view, comment on, and cancel a service request.
You can also add collaborators at the time of checkout while submitting a new request. While submitting a multirequest bundle or even while adding service requests to the cart, you can add collaborators.
You can designate certain team members as delegated collaborators and add them to the service request. During your absence, they can add more collaborators to ensure the request continues to be processed. For more information, see Delegating-collaborators.
Required license
Related topic
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
- 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.
How to configure collaborators in BMC Helix Digital Workplace
Collaborator rights and permissions
The following table describes the actions available to a service requester, on-behalf-of (OBO) users, and collaborators at different stages of a service lifecycle. To learn more about on-behalf-of users, see Submitting-service-requests-for-other-users.
Service request lifecycle stage | Actions available for service request users | Notes | ||
|---|---|---|---|---|
Service requester | OBO users | Collaborators | ||
Service request checkout |
| Not applicable | Not applicable | Collaborators can be manually added during the service request checkout. |
Service request in progress |
|
|
| The OBO users cannot be added as collaborators to the service request. |
Service request is completed or cancelled |
|
|
| Not applicable |
A service requester, OBO users, and all collaborators receive in-app notifications about all changes of the service request. Service request approvers can view the collaborators in the details of the service request.
You can delegate collaborators who can add more collaborators. To learn more about the permissions of delegated collaborators, see Collaborator delegation permissions.
Notifications about service request collaboration
- Notifications for service requesters: If the administrator has configured the user notification settings for shared requests, service requesters will get email notifications. Only the service requester receives a push or email notification that the request has been shared with these collaborator groups or these individual users. In addition to the number of collaborators, push notifications include the names of collaborator groups and individual users.
- Notifications for Collaborators: To start receiving email and push notifications, members of the collaborator group must enable the Email and Push toggle key in the Notification settings under User Preferences. For more information, see Setting-up-end-user-preferences. Collaborators do not receive a notification that a service request has been shared with them. For collaborator groups, the administrator has to enable their email and push notifications. For more information, see To enable email and push notifications for collaborator groups. The members of a collaborator group start receiving email and push notifications for the following events:
- Comments are added to a service request
- The status of a service request is changed
Before you begin
Make sure that the administrator has enabled the collaborator capability. For more information, see Enabling-service-request-collaboration.
When you want to share a service request with a collaborator group, make sure that the administrator has created people groups for end-user collaboration.
To add a collaborator to a service request
To manually add a collaborator or a collaborator group to a request
To automatically share a service request with a collaborator group
To manually add a collaborator or a collaborator group to a request
- Log in to the BMC Helix Digital Workplace end-user console.
- You can add collaborators in either of the following ways:
- Open the required service for which you want to submit a new request and click Request Now.
The Checkout page displays the Collaborators section. - Open an existing service request to which you want to add collaborators.
- Open the required service for which you want to submit a new request and click Request Now.
- Click Collaborators and select Add/remove from the options list:
- In the Collaborators dialog box, search and select the individual collaborators or user groups that you want to add. The dialog box is displayed in the following image:
The service request is shared with the selected users and groups after the dialog box is closed.
To automatically share a service request with a collaborator group
- Log in to theBMC Helix Digital Workplace end-user console.
- On the navigation bar, select the user profile icon, click Preferences.
- Navigate to the Collaborators section.
- In the Collaborators section, enable the toggle key for Auto-share new requests with the default group, as shown in the following image:
All new service requests will be automatically shared with the default group when you enable this option.