Configuring automatic creation of Digital Workplace Catalog service requests from fulfillment ticket

Before you begin

Make sure that the end-to-end integration between BMC Helix ITSM and BMC Helix Digital Workplace Catalog is functional. For more information, seeIntegrating BMC applications with BMC Digital Workplace Catalog using plugins.

To automatically create BMC Helix Digital Workplace Catalog request on submitting a ticket

1. In a browser, enter the following URL address:
   https://<midTierServerInstallDir>/arsys/
2. Log in to Mid Tier.
3. Select  AR System Administration > AR System Administration Console > System > General > Centralized Configuration.
4. From the Component Name menu, select com.bmc.itsm.sbe.
5. Select asterisk (*) on the side bar
   The * is marked for the configuration parameters that are available in the global settings in the Centralized Configuration.
   

6. Specify the Setting Value.
   

   The following table provides the descriptions of the available options in AR System Configuration Generic UI:

   Field name	Description
   sbeConnectorName	This configuration parameter is used to create BMC Helix Digital Workplace requests automatically when a BMC Helix ITSM fulfillment record is submitted. The connector name is obtained from BMC Helix Digital Workplace Catalog admin. Important: The value for the sbeConnectorName setting must match in BMC Helix ITSM and BMC Helix Digital Workplace Catalog applications to establish an end-to-end integration.
   sbeDomain	BMC Helix Digital Workplace domain name. Starting version 21.02, the domain name is not required. We recommend leaving this field blank.
   sbeTenantAdminPassword	BMC Helix Digital Workplace server password. This password becomes encrypted after applying it.
   sbeTenantAdminUser	Administrator's user ID of the BMC Helix Digital Workplace server. Do not mention the domain name.
   sbeUrl	BMC Helix Digital Workplace server URL (http or https). Add URL. Do not include ending slash (/). For https, the default Port is 443.

7. Click Apply.

To configure BMC Helix Digital Workplace Catalog request from a fulfillment applications

The steps in this procedure use the example of Incident Management. Use the same steps for for BMC Service Request Management and Change Management. For more information, seeConfiguring change rules andCreating requests from fulfillment applications.

1. Navigate to Application Administration Console.

2. Select Custom Configuration.
   Based on the ticket type, select the following path:

   Application	Ticket type	Path
   Service Request Management	Work order	Service Request Management > Work Order > Rules
   Incident Management	Incident request	Incident Management > Advanced Options> Rules
   Change Management	Change request	Change Management > Advanced Options > Rules

   

3. In the Create Request on Submit field, select In Digital Workplace.

   Important

   This setting is not applicable if the work order is submitted by using BMC Digital Workplace.

4. Ensure that the rule is enabled, and click Save.
   The configuration is saved. When you submit the new incident, a service request is created in BMC Helix Digital Workplace Catalog.

Where to go from here

You must set the connector name based on the connection name provided in BMC Helix Digital Workplace. For more information, refer to Creating service requests from BMC Helix ITSM.

BMC Helix Digital Workplace administrative user creates the records in SB:RemoteApprovalConfiguration form which contains the authentication details for BMC Helix ITSM. For more information, refer to Integrating BMC applications with BMC Digital Workplace Catalog using plugins.