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.

Related topic

Service-requests-from-BMC-Service-Request-Management

The following types of fulfillment tickets are available:

Fulfillment ticket

Description

Availability

Incident (INC)

A fulfillment type used to track urgent issues.

INCs, WOs, and CRQ tickets are created in BMC Helix ITSM and available in BMC Helix Digital Workplace. 

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.

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 in the end-user console. As an administrator, you need to enable these details in the BMC Helix Digital Workplace Admin console first. You can enable fulfillment details to be displayed in the My Activity and Request Details views of the end-user console. After that, end users can view the enabled fulfillment details in the end-user console.

Tip

In My Activity, end users can view the ID of a fulfillment ticket on the service request tile. In Request Details, end users can view additional fulfillment details that are different for each fulfillment ticket type. For specific examples of how fulfillment details are displayed in the My Activity and Request Details views, see Results. 


To display fulfillment details in My Activity

Perform the following steps to display fulfillment details in the My Activity view of the end-user console:

  1. In the Admin console, navigate to Configuration.
  2. In the left panel, click Fulfillment Details.
  3. Turn on the My Activity component toggle key.
  4. Select the fulfillment ticket types for which the IDs must be displayed on the service request tile in My Activity.

    My Activity_component.png

After you enable fulfillment details for My Activity, end users can view the ID of a fulfillment ticket on the service request tile. However, no other fulfillment details are displayed on the service request tile in My Activity. For examples of how fulfillment details are displayed on the service request tile in My Activity, see Results. 


To display fulfillment details in Request Details

Perform the following steps to display fulfillment details in the Request Details view of the end-user console: 

  1. In the Admin console, navigate to Configuration.
  2. In the left panel, click Fulfillment Details.
  3. Turn on the Request Details view toggle key.
    This toggle key also enables end users to refer to specific fulfillment tickets in the comments.
  4. Select the fulfillment ticket types for which the details must be displayed in the Request Details view in the end-user console. 
    When you select the fulfillment ticket type, the following details become visible in the end-user console, and you don't have the option to selectively choose which of these to display: ID, Description, Last modified date, and Status. 

    fulfillment_details.png

  5. (Optional) For the selected types of fulfillment tickets, select additional fields to be displayed in the Request Details view of the end-user console. 
    These additional fields will be displayed along with ID, Description, Last modified date, and Status. 

    Important

    The maximum number of additional fields that you can select for INC, WO, or CHQ tickets is 20 fields per ticket type. For information about the fields available for selection, see Supported fulfillment details for the Request Details view.

  6. Click Save. 

The following video shows how to select additional fulfillment fields for the Incident ticket: 

After you enable fulfillment details for the Request Details view, end users can view these details in the end-user console. Also, they can refer to specific fulfillment tickets in the comments. For examples of how fulfillment details are displayed in Request Details, see Results. 


Supported fulfillment details for the Request Details view

As an administrator, you can display a wide range of fulfillment details in the Request Details view of the end-user console. You can display four predetermined fields for each fulfillment ticket type but you don't have the option to selectively choose which of these fields are displayed: 

  • ID
  • Description
  • Last modified date
  • Status

Furthermore, you have the flexibility to select additional fulfillment details to be displayed in the Request Details view. For instructions about how to display fulfillment details in the Request Details view, see To display fulfillment details in Request Details.

Supported fulfillment details for the Request Details view

For BMC Helix Business Workflows cases, you can select the Priority and Resolution Description fields only. 

For BMC Helix ITSM fulfillment tickets, you can select from hundreds of out-of-the-box and custom fields that have display labels in the SV_View of the following forms in the Progressive Web Application (PWA) screen: 

  • For INCs—The HPD:Help Desk form.
  • For WOs—The WOI:WorkOrder form.
  • For CRQs—The CHG:Infrastructure Change form.

For more information about the PWA screens in BMC Helix ITSM, see Progressive Web Application (PWA) screens.

Important

If an out-of-the-box or custom field doesn't have the display label in the SV_View of these forms, it won't be available for selection. An exception is made for the Priority field. The Priority field is available for selection even though it doesn't have the display label in the SV_View. 

Out of the fields with display labels in the SV_View of these forms, only the fields of the following data types are available for selection. Fields of other data types can't be selected. 

  • INTEGER
  • REAL        
  • CHAR        
  • ENUM        
  • TIME    
  • DECIMAL        
  • DATE
  • Time of Day

Important

If a custom field of the supported data type gets its label from a different field, this custom field won't be available for selection. For example, the Status Reason field (1000000881) gets its label from the field 304432261. 

Display of additional fields

The following table provides information about how additional fulfillment fields are displayed:


Description

Display source for fields from cases

The names of the additional fields in BMC Helix Digital Workplace match with the field names from BMC Helix Business Workflows.

Customization of field names in cases

If the field names are customized in BMC Helix Business Workflows, these modifications won't be reflected in BMC Helix Digital Workplace. 

Display source for the fields from INCs, WOs, and CRQ tickets

The names of the additional fields in BMC Helix Digital Workplace match the display labels from the SV_View of the HPD:Help Desk, WOI:WorkOrder, and CHG:Infrastructure Change forms in the PWA screens.

In BMC Helix Digital Workplace, additional fulfillment fields are displayed in alphabetical order. 

Use of Smart IT or Mid Tier interfaces

If you use the classic Smart IT or Mid Tier interfaces, you must add the fields that you want to display in BMC Helix Digital Workplace to the SV_View of the PWA forms described earlier. Otherwise, these fields will not be available for selection. 

Customization of field names in INCs, WOs, and CRQ tickets

If the field names are modified in the SV_View of the PWA forms described earlier, end users and administrators will see the updated field names in the Request Details view of a service request and in the Admin console. 


Results

After you enable fulfillment details for My Activity or the Request Details view, end users can view these details in the end-user console.

The following table shows how end users see the ID of a fulfillment ticket on the service request tile in My Activity:

Fulfillment ticket

Service request tile 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

The following table shows how end users see enabled fulfillment details in the Request Details view of the end-user console: 

Fulfillment ticket

Ticket details in BMC Helix ITSM and BMC Helix Business Workflows

Request Details in the end-user console

Change request

change_request_example.png

CHQ_23.3.02.png

Case

Case in BWF_23.3.02.png

case_details_23.3.02.png

Incident

incident_example.png

Inc_DWP.png

Work order

work_order_example.png

WO_23.3.02.png

For more information, see To view fulfillment details.

Troubleshooting

Consult the following table for information about troubleshooting common issues related to displaying fulfillment details:

Issue/Symptom

Possible cause and solution

In the end-user console, users can't see custom fields that the administrator selected for display in the Request Details view of a service request. In the Admin console, these custom fields are visible and available for selection. 

The custom fields lack permissions.

For end users to see the custom fields, grant the Public permission to these fields in the Developer Studio. Custom fields are added to the SV_View of the HPD:Help Desk, WOI:WorkOrder, and CHG:Infrastructure Change forms in the PWA screens.

Modifications to field names in the PWA screens are not reflected in BMC Helix Digital Workplace.

The changes will take effect in five minutes because the application cache is refreshed every five minutes. If you want your changes to take effect immediately, you must reload providers in the Configuration settings of the Admin console:

  1. From the BMC Helix Digital Workplace Admin console, select Configuration.
  2. In the Providers table, click Reload providers image-2024-4-29_16-6-19.png.

In the Request Details view of a service request, the field label is displayed, but instead of the field value, a dash is shown. 

The field values are absent in the PWA forms. 

 

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