Setting up service health items

Video: Setting up service health items for tracking important services

The following video (3:42) demonstrates how you can set up service health items for end users:

 Watch this video on YouTube to learn how to set up service health items to track important services

Example of a service health item with service actions

To enable users to interact with services, you can create actions and associate them with the various services. These actions can include URLs with troubleshooting or service documentation, and URLs to create service requests to report an issue.

The following figure shows a single action associated with the DevOps JIRA service.

After an end user selects this action, the request form appears. To receive notifications about changes to available service health items, the end user can add the service to favorites, and enable the desired notification type:

End users can also use Employee Navigator to find service health items. For more information, see Using-Employee-Navigator-to-find-AI-generated-answers.

Managing service health items and actions

Follow these steps to define the services and service actions with which BMC Helix Digital Workplace users can interact.

To add or edit a service health item

1. On the Services tab of the BMC Helix Digital Workplace Admin console (http://server:port/dwp/admin), click Service Availability. 
2. On the Service Availability page, perform one of the following steps:
   • To add a new service, click Add. 
   • To change an existing service, select it from the table.
3. In the services form, enter (or change) the name and description of the service in the Name and Description fields.
4. On the Main tab, enter or update information about the service.
   • Annotation—Add notes about the service.
   • Show this service on user devices —Select this check box to make the service visible on client devices and available to users.
   • Auto-favorite and subscribe users to notifications —Select this check box to send notifications about this service automatically to client devices.
   • Don't allow users to unfavorite this service —Select this check box to prevent users from unfavoriting this service.
   • Profile Image—(Optional) Upload an image to use in the service's profile. The images must be 320x200 pixels, 640x400 pixels, or another size with the same aspect ratio. The profile image supports GIF, JPG, PNG, and BMP file types.

   • Status—Select one of the following options:

     • Manual—Manually configure the status of a given service. 

     • From linked service—Tie the status of the selected service to another service. The BMC TrueSight Operations Management integration will automatically update the status.

       A service can be in one of the following statuses: 

       • Available—The service is available.
       • Information—A special message or exception is associated with the service.
       • Performance issue—The service is available but is impacted by some performance errors.
       • Unknown (Status Unavailable)—The service is unavailable.
       • Maintenance—The service is down or unavailable due to scheduled maintenance.
       • Disruption—The service is unavailable.

     

5. On the Actions tab, add actions that clients can use for each service. 
   From the list of available actions, move the actions you want to the Selected Actions list. 
   On a service profile, URL actions are listed before request actions. 

6. On the Groups tab, add groups to and remove groups from the services.
   Depending on the provider you enabled in the BMC Helix Digital Workplace Admin console, the Groups tab contains a list of Action Request System groups and LDAP groups. For more information, see Creating and managing access control groups.
   By default, the Group provider is enabled for Action Request System groups. You can associate groups to a Service. Users belonging to the associated groups automatically follow the service, even if they did not individually initiate to follow for that Service.

   • Use Search for Groups to filter the group list to find the groups that you want to configure. You can enter any part of the company name or support group name in the search field.
   • The first table shows a list of all groups with their complete names (or your filtered list of all groups)  that are available for you to add.
   • Selected Groups are the groups that have been added to this service.
     
7. (Only if the BPPM pluggable provider is enabled) On the Advanced tab, specify the External Service ID of the corresponding item in BMC TrueSight Operations Management.
8. Click Save.

When you add services, they become available to end users on their My Stuff page. 

To create actions for service health items

1. On the Services tab of the BMC Helix Digital Workplace Admin console (http://server:port/dwp/admin), select Service Actions.
2. Click Add, or select an existing service action.
3. In the Name field, enter the name of the action.
4. In the Type field, choose a type from the list:
   • Client side URL—Enter a URL in the URL field that appears. The user’s device executes the URL.
   • Server side URL—Enter a URL in the URL field that appears. The user’s device executes the URL.
   • Default request—A default request opens for the user when the action is executed. This is the service request definition (SRD) assigned as the Default Service Request. See Setting-up-service-requests-through-BMC-Helix-ITSM.
   • SRM Request—Click Select Request and select a request that you want to open for the user when the action is executed. (See Setting-up-service-requests-through-BMC-Helix-ITSM,)

   • Catalog Request—Click Select Request and select a BMC Helix Digital Workplace native catalog request, dependent native catalog request, or an imported service that you want to open for the user when the action is executed. 
     To learn more about creating native catalog services, see Building-service-catalogs. 

     Important

     The Catalog Request option is available only when the Enhanced Catalog setting is enabled.

     Comments in submitted requests

     For native catalog and imported SRD requests with single-user questionnaires, comments are automatically generated and added to the service request, when an end user submits a service request from a service action. The comments include details such as source (which is the service health item) and its status at the time the request was submitted.  

     However, comments are not visible for multi-user questionnaires.

5. Click Create Action.

To make service health items visible to end users

1. In the BMC Helix Digital Workplace Admin console, click the Configuration tab.
2. On the Application Features page, select the My Stuff check box.
3. Click next to the My Stuff check box.
4. Select the Service Health check box.

Where to go from here

To localize actions, see Localizing-titles-and-messages.