Reviewing active users

Although BMC Helix Digital Workplace does not check for license usage, as an administrator, you can view the number of named users, active users and self-registered users in your system. Use these reports to analyze the unused or idle licenses, decide whether you need to purchase additional capacity, or export the data to add to your compliance and audit report.

Related topics

License-types-and-features

FAQ

Use the following methods to view the number of users logging in to BMC Helix Digital Workplace:

Report name	Report viewed from	Description	Scenario
Active User report	BMC Helix Digital Workplace Admin console	A web report that displays the number of active end users. Users are considered active when they log in or access the product via APIs at least once during a given calendar month.	As an administrator, Allen wants to review how many users in his organization are actively using BMC Helix Digital Workplace. Allen uses the Active User report and specifies a date range for last six months to generate the report. The report shows the total active users on all types of devices are 1900. He knows that his organization has 2000 licenses. With this information, Allen concludes that in the past six months, 100 licenses were unused. Allen exports the report to a CSV format and uses it as a compliance and audit report.
Self-registered user report	BMC Helix Digital Workplace Admin console	A web report that displays the number of external end users who self-registered to use the subscription services. User are considered in the report when they log in to subscription services or access the services via APIs at least once during a given calendar month.	Apex, a BMC Helix Digital Workplace subtenant, purchased 5000 external user licenses one year ago. Six months later, there were 3000 self-registered users of Apex. As an administrator, Allen wants to see how many more self-registered users for Apex are using BMC Helix Digital Workplace. Allen has the external administrator permissions so he logs in to the BMC Helix Digital Workplace Admin console from the external portal to access the Active User report. He specifies a date range for the past six months to generate the report. The report shows the total active users are 4000. With this information, Allen concludes that 1000 licenses are still unused.
Named users count from the CTM:People form	BMC Helix ITSM	A search query result from the CTM:People form in BMC Helix ITSM that displays the number of named users. Users are considered in the report is they are issued a unique ID regardless of whether they are actively using BMC Helix Digital Workplace at any given time. Important: To get the exact usage count, make sure that you exclude the following accounts: User accounts that are disabled, deleted, or are inactive Non-user type (technical) accounts set up in the system Ex-employee accounts	As an administrator, Allen wants to review how many users in his organization are set up in BMC Helix ITSM Foundation data. Allen logs in to BMC Helix ITSM as an administrator. He visits the CTM:People form and searches for users with valid Login IDs. A list of all the users matching this criteria is displayed. The list has 5000 named users. However, his organization has only 4500 users. Allen understands that he needs to change the status of ex-employees to "offline" and remove their login IDs. He exports the report to a CSV format and uses it to show an overconsumption of the named license.
Named users count who have the Named user license with self-registered users add-on license	BMC Helix ITSM	A search query result from the CTM:People form in BMC Helix ITSM that displays the number of named users excluding self-registered users. Users are considered in the report is they are issued a unique ID regardless of whether they are actively using BMC Helix Digital Workplace at any given time. Important: To get the exact usage count, make sure that you exclude the following accounts: User accounts belonging to external company User accounts that are disabled, deleted, or are inactive Non-user type (technical) accounts set up in the system Ex-employee accounts	As an administrator, Allen wants to review how many users in his organization are set up in BMC Helix ITSM Foundation data. Allen logs in to BMC Helix ITSM as an administrator. He visits the CTM:People form and searches for users with valid Login IDs and those that do not belong to the external company. A list of all the users matching this criteria is displayed. The list has 3000 named users with self-registered users add-on licenses. However, his organization has only 2500 users. Allen understands that he needs to change the status of ex-employees to "offline" and remove their login IDs. He exports the report to a CSV format and uses it to show an overconsumption of the named license.
REST API call	REST API response	A report generated by opening the API endpoint while authenticated as a BMC Helix Digital Workplace administrator. To use a REST API call, you must have MyIT Super Admin permissions.	Not applicable
Digital Workplace Guest User Report	BMC Helix Digital Workplace guest Admin console	A report that provides insights into active sessions on the guest portal for a specified time period and device type. To track guest portal usage, the report provides both summary metrics and detailed session-level data. Key insights include the total number of sessions matching the selected filters and average session duration; individual session durations, device distribution, and the number of HTTP requests per session. Important: Only a single guest portal is supported across the entire BMC Helix Digital Workplace application setup. This limitation applies regardless of whether the guest portal is configured in a single-tenant or Managed Service Provider (MSP) mode. Consequently, the Digital Workplace Guest User Report data is not filtered or separated by tenant. For more information about configuring the guest portal, see Setting up the guest portal for users.	Allen, a guest administrator at Apex Global, is responsible for overseeing the usage and performance of the company’s guest portal. This portal provides access to various services for guest users such as partners, clients, and job applicants. Allen wants to analyze the guest portal usage over the past three months, particularly which device types are most common and the duration of user engagement. Allen uses the Digital Workplace Guest User Report to analyze Desktop and web, iOS, and Android activity over the last three months. By selecting the relevant filters, he views total sessions, average session length, and detailed session data including start and end times, duration, and HTTP requests for each device type.

Overview of the BMC Helix Digital Workplace User reports

BMC Helix Digital Workplace provides licenses on a per user basis. Use these reports to find out how many users in your organization are actively using BMC Helix Digital Workplace and derive the number of unused or idle licenses.

The following table provides an overview of the user reports in BMC Helix Digital Workplace Admin console :

Before you begin

Ensure that you are a member of the MyIT Admin or MyIT Super Admin permission group.
- The reports are available by default and you do not need to do any additional configurations to view the report.
- You can view the data only for your own tenant.
- In a multitenant environment, you can view the data only for the current tenant.
Ensure that the BMC Helix Digital Workplace Admin console is accessible.
If you want to view the self-registered users reports, make sure you have external administrator permissions.

To view the Active User report

Log in to the Admin console.
Click the Reports tab.
To view active user report for a defined period of time, specify the date range and select Filter.
(Optional) Click Export to CSV to access the report locally in your machine.

Important
To avoid CSV injection, in the Active User reports CSV file, if the User Name, Email, User Id columns contain data that start with special characters—equal to (=), plus (+}, minus (-), or at the rate (@) then a string is prefixed with single quotation mark (').

The following image is an example of the Active User report:

Reports_19.11.png

To view the Named User license consumption

As an administrator, log in to BMC Helix ITSM.
Select Administration Console > Application Administration Console.
From the Configuration for Company list, select the company for which you want to generated the named user report.
For example, Petramco
Click View Next to People.
On the CTM:People form, click New Search.
Click Advanced Search.
In the Advanced search field, type 'Login ID' != NULL and Status="Enabled".
Click Search.
Export this report to a CSV file.

A list of people with login ID for the Petramco company is displayed, as shown in the following image:

named user report_example.png

To view the Named Users license consumption without self-registered users

As an administrator, log in to BMC Helix ITSM.
Select Administration Console > Application Administration Console.
From the Configuration for Company list, select the company for which you want to generated the named user report.
For example, Petramco
Click View Next to People.
On the CTM:People form, click New Search.
Click Advanced Search.
In the Advanced search field, type 'Login ID' != NULL and 'Company*+'!=<External company name>.
A list of all users who have access to the system with a Login ID and who do not belong to the external company is displayed.
Click Search.
Export this report to a CSV file.

To view the Self-Registered User report

As an external administrator, log in to the external portal.
Navigate to the Admin console.
Click the Reports tab.
Specify a date range for a defined period of time and select Filter.
(Optional) Click Export to CSV to access the report locally in your machine.

The following image is an example of a Self-registered User report filtered over six months:

Self-registered users report.png

To view the Digital Workplace Guest User Report

Required license

BMC Helix Digital Workplace Advanced

As a guest administrator, you can use the Digital Workplace Guest User Report to track the guest portal's usage. This report only shows the activity of guest users; it does not track the activity of other users.

Log in to the guest Admin console.
Click the Reports tab.
To filter the report by device type, select one or more devices from the available options.
To filter the report by date range, select from the following options:
- All dates—Displays all available records for the guest portal.
- This month—Displays records from the 1st day of the current month to today.
- Last 3 months—Displays records from three months ago to today (for example, from Feb 2, 2025, to today, Apr 18, 2025).
- This year—Displays records from January 1 of the current year to today.
- Custom range—Displays the date picker. Manually select a start and end date using the date picker.
  If the custom range hasn’t been used before, switching to it from any predefined date filter will automatically populate the custom range with the last selected filter’s date range. However, if you have already set a custom date range, it won't be overridden when switching filters.
(Optional) Click Export to CSV to download the currently filtered report to your local machine.

This report provides both summary metrics and detailed session-level data. In this report, you can find out the following information:

Sessions—Total number of sessions matching the selected filters.
Average session length—The average duration of those sessions.

You can view the following session data details in a table format:

Session Start—Start time of the session.
Session End—End time of the session.
Duration—Total session time in the hh:mm:ss format.
Device—Device name, matching the labels in the device filter.
HTTP Requests—Number of HTTP requests made during the session.

When you open the report for the first time, it displays data for all devices and all dates.

The following image is an example of the Digital Workplace Guest User Report, displaying data for all devices and all dates: