Skip navigation
1 2 3 4 Previous Next

Digital Workplace

55 posts
Share This:

Searching for items in DWP relies on data from various sources - DWP Catalog data, ITSM data, DWP data.

 

Additional details on how search works in DWP can be found here.

 

The following flow diagrams can be used as a starting point to help troubleshoot issues finding some of the key items in DWP

 

 

For troubleshooting issues with SRD searches, use the flow below as a starting point:

 

Additional resources for numbered items

 

1) SRM Provider and Request Properties

 

2) Entitlement configuration/validation

 

3) FTS resources for SRM

 

4) Gathering ITSM logs for Support

 

5) Collecting DWP debug logs

 

 

For troubleshooting issues with KA searches, use the flow below as a starting point:

 

 

 


Additional resources for numbered items

 

1) RKM Troubleshooting (has a link to "Ash's Guide to Knowledge Management")

 

2) RKM Provider Details

 

3) Gathering ITSM logs for Support

 

4) Collecting DWP debug logs

https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2019/12/12/helix-support-working-with-entitlements-in-digital-workplace-catalog

For troubleshooting issues with DWPC Service searches, use the flow below as a starting point:

 

 

Additional resources for numbered items

 

1) Validating FTS and Enhanced Catalog configuration

 

2) Entitlement resources for DWP Catalog

 

3) Gathering DWP debug logs

 

 

 

Hopefully the above information will be helpful in troubleshooting search issues you may encounter in BMC Digital Workplace. If you do need to contact Support after collecting logs, here is some information on how to reach us.

 

 

Other BMC Digital Workplace resources

 

Share This:

 

BMC Client Management (BCM) is an advanced endpoint management tool which provides a reliable and easy way to manage devices and Software deployment accross a network.

 

By leveraging the BCM connector in the DWP Catalog, we can choose to install Software on particular devices from a Service Request. In this Blog, I'm going to show you how to get started with a simple Firefox Software deployment.

 

Figure 1.

 

                   Mobile                                                                                                                             Desktop

 

BCM Configuration

 

As a first step, BMC Client Management must recognize the DWP user so make sure the relevant users are also present in BCM.

 

Figure 2.

Once the BCM Agents have been deployed to the managed end points you're ready to upload Software and create a package for distribution.

Select the option to associate an Operational rule as this is what's called within the Catalog Workflow

The easiest way to do this is by using the Package Creation Wizard.

 

Figure 3.

 

In the above example we use the following command to install Firefox in the background.

 

  C:\temp\FirefoxSetup.exe /S

 

Catalog Configuration

 

As BMC Client Management uses SSL, we'll need to copy it's certificate and import it to the java keystore on the Cataog Server.

By default, the certificate (bcm.crt) is located in "trusted\<ID>\" directory of the BCM Server

The following example imports the certificate into the java keystore which the Catalog Server is running against.

./keytool -import -alias bcm2alias -file "/opt/jdk-11.0.2/bin/bcm.crt" -keystore "/opt/jdk-11.0.2/lib/security/cacerts"

Once you have trusted the certificate from the command line, restart the Catalog Server and configure the BCM Connector with the URL of the BCM Server & credentials.

 

Figure 4.

 

Now that we have successfully connected to BMC Client Management, we need to import the available packages (Figure 3.) by choosing the Catalog Import Options for BCM, importing and publishing it.

 

Figure 5.

 

Workflow Design

 

Once we have imported the package, we can begin building our workflow.

 

Figure 6.

 

To make this example a little more realistic, I've added in an approval step to stop the Software from being deployed until it's approved by the person's Manager (as defined in BMC Remedy ITSM).

 

To learn more about configuring approvals, please refer to our Digital Workplace Advanced documentation.

Figure 7.

 

As I intend deploying on more than one device I'm using a sequential muti-instance loop here. You can see I've mapped the end user device question and we'll be referring to this question as "deviceloop" within the Deploy workflow action.

 

Figure 8.

 

The "Depoly Oprule On Device" action initiates the Software distribution by assigning the chosen device to the rule.

Make sure you use the service broker context > service > External ID for the Operational Rule and the local "deviceloop" variable for Device ID.

 

Figure 9.

Once we have deployed the Software we'll need to instruct the workflow to wait until the deployment has completed. We can do this by mapping the output from "Deploy Oprule on Device".

 

Figure 10.

As a optional step, we can update the Service Request title to reflect that the software has installed. In this example the Request name will change to "Sofware Deployed".

 

Figure 11.

 

Finally, once the Software has been installed we will will instruct the workflow to mark the Service Request as "Closed".

 

Figure 12.

 

 

Questionaire

 

Figure 13.

 

When creating the question make sure to choose the Dynamic option followed by "Map to Dataset". This will allow you to select "Devices Of User" which will retrieve the devices from BCM.

 

Once you have completed the questionaire, you should be ready to submit and deploy the Software !

 

Figure 14.

 

Let's take a look at the lifecycle of the Request submission.

 

  • User opens the "Firefox" Service Request and is presented with the available Devices.
  • Relevent devices are selected and the Request is submitted for Approval.
  • Manager Approves the Request.
  • Software is automatically deployed to the Devices.
  • Once the Software distribuition has completed, the Service request title name changes and the Request is closed.

 

Figure 15.

 

 

To check the progress from BCM select the package and choose "Devices". As each assingemnt has completed you'll see the status change from "Assigned" to "Executed".

 

Figure 16.

 

 

Further Reading

 

If you would like to learn more about this connector, please refer to our Service Connector documentation.

 

For information on BMC Client Automation documentation, please check here.

Share This:

BMC Software is excited to announce the 20.02.01 release of BMC Digital Workplace. Our latest release delivers significant new functionalities that streamline service delivery, including new group visibility configurations, enhancements that allow for advanced filtering and display options, along with other new catalog capabilities. Additionally, a new installer allows for SSO to be configured with just a few clicks.

 

All of the following enhancements are available for BMC Digital Workplace Advanced. Enhancements marked with an asterisk (*) are also available for BMC Digital Workplace Basic

 

Filter Active & Past events*

 

Filter Active and Past events by the default or custom date range and optionally select the Card view.

 

 

Customize Past Events label and filter search by text.

 

 

Visibility rules for People Groups

 

Create "Custom", "Group" or "Everyone" visibility Rules for People Groups.

 

 

Add a People Group as the default Collaborator Group

 

Choose a People Group as the default for Collaboration.

 

 

Date & Time question responses to configure date restrictions

 

Use Question Response with an optional offset to specify the start and end of a time window.

 

 

Include Requests & Approvals in Top Hits

 

Optionally view requests and approvals loaded along with catalog items, articles, appointments and other sections on the Top Hits tab.

 

 

Display Alternate approver details*

 

Allow end users to see who is actually an acting person in the request details.

 

 

Additional process context variable parameters

 

Leverage the cost of a Service as a condition within your workflow.

 

 

RSSO configuration for new installations*

 

Integrate Digital Workplace with Remedy Single SignOn using the installer.

 

 

Compatibility

 

 

For version details of Remedy ITSM Remedy AR System  HR Case ManagementClient Management Atrium CMDB Cloud Lifecycle Mgmt please refer to our Compatibility Matrix.

 

Next Steps

 

For a comprehensive summary of all enhancements please refer to our Digital Workplace Advanced and Basic documentation.

 

Please note, an upgrade is only supported from BMC Digital Workplace 20.02.

Online UX Survey/Study

The BMC UX Team highly seeks your experience as we are conducting a card sorting UX study revolving around how best to organize the content from DWP Admin Console and DWP Catalog into one unified experience. Also, in this online UX Study, you are provided an option to create your own categories if any of the other pre-defined categories don’t fit, and you will then answer a couple of questions after the card sorting task.

 

The activity in this online survey shouldn’t take longer than 10-15 minutes to complete.

Share This:

Summary: The blog is customization or add-on custom feature to fill the survey for Service Request from SRM via email without logging into BMC Remedy ITSM mid-tier.

 

Prerequisite: You should have service request definition (SRD) to create fulfillment request (does not matter which application request). Also make sure the survey is configured for that company set in particular SRD. Below is the document to configure survey

Setting up surveys and viewing results - Documentation for BMC Service Request Management 9.1 - BMC Documentation

Survey configuration in ITSM 9.1

Also follow the video for more help : BMC Service Request Management 9.1 - How to configure custom survey in SRM - YouTube

 

With conventional way (OOTB), the user received the survey email when Service Request is completed. Again each service request does not generate survey, it is based on configuration to generate survey in specific intervals. However, it is completely different topic. The OOTB survey email looks like below.

 

When user click on web link, it opens survey form in BMC Remedy mid-tier for which user has to login again or has to be logged in.

 

Result of customization: After customization, the user does not have to click on link to open form in remedy mid-tier but can click on button where he can see all survey questions in email and can put rating in email and send that email. The user will also receive confirmation email that survey has been recorded successfully.

 

CUSTOMIZATION:

1. Disable OOTB filter which generates notification of survey.

The filter pushes the data to NTE:SYS-NT Process Control form which is part of ITSM Notification Engine to trigger notifications in different modules. The reason we cannot use this filter is because it would increase customization area where we have to send all 12 (if filled) questions to this staging form and then further to NTE:Notifer form. Instead we will create filter to generate notify action on SRM:Survey form itself so that we can pass all the values from same filter to reduce efforts.

 

OOTB filter: SRM:SRV:ModifySurvey_OnSubmit_805_NotificationGenerator_PNPC`!

 

2. Create custom filter to generate notify action along with HTML template.

Surveyemailfilter.def

Filter name: SurveyWIthTemplate

Associated Forms: SRM:Survey

Execution Option: Enabled | Modify | 805

Run If qualification: ('Survey_e-Mail_Address' != $NULL$) AND ('z1D_Comment1' != $NULL$) AND ('Person ID' != $NULL$) AND ('SurveySendStatus' = "SEND") AND ('Status*' = "New")

Action: Notify

Mechanish: Email

User: $Survey_e-Mail_Address$

Subject: Survey Notification for - $Originating_Request_ID$

Text: Please fill the survey

Fields: Selected :   Survey ID

                              Originating_Request_ID

                              Question 1

                              Question 2

                              Question 3

                              Question 4

                              Question 5

                              Question 6

                              Question 7

                              Question 8

                              Question 9

                              Question 10

                              Question 11

                              Question 12

 

Content Template: SRM Template

Save the filter. - I have already attached the def file of this filter in the blog.

 

3. HTML template 1 - SRM_Survey.html which contents link to open survey questions and where user can put ratings.

HTML Content: SRM_Survey.html

 

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

<html xmlns="http://www.w3.org/1999/xhtml">

<head>

<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

<title>SRM Survey Fill in Template</title>

</head>

<body bgcolor="#dbe5eb" marginheight="0" marginwidth="0" link="#004376" alink="#004376" vlink="#004376" text="#000000">

<table width="100%" height="100%" border="0" cellspacing="0" cellpadding="30">

  <tr>

    <td valign="top" align="center"><table width="585px" border="0" cellspacing="0" cellpadding="0" bgcolor="#ffffff">

         <tr>

           <td height="43"><table width="100%" border="0" cellspacing="12" cellpadding="0" bgcolor="#f7f9fa">

               <tr>

                 <td width="50%" align="left"><font face="Tahoma, sans-serif" color="#004376" size="3"><strong>Survey Notification</strong></font></td>

               </tr>

             </table></td>

        </tr>

        <tr>

          <td> Please fill the survey by clicking on link.</td>

        </tr>

       <tr>

          <td> </td>

        </tr>

        <tr>

          <td><table width="100%" border="0" cellspacing="8" cellpadding="0">

              <tr>

                <td><table width="100%" border="0" cellspacing="7" cellpadding="0" bgcolor="#e0e0e0">

                    <tr>

                      <td width="11%"><strong><a href="mailto:#$18087$#?subject=Survey for #$$Originating_Request_ID$$#&amp;body=#DO NOT MODIFY FOLLOWING TEXT#%0AAction:Modify%0AServer:$SERVER$%0ASchema:SRM:Survey%0ARequest%20ID:%20#$$Survey ID$$#%0AStatus*!7!:1%0A#Please input survye value ranging 1 to 10 for available questions.#%0A##$$Question 1$$##%0AQ1-1-10!1000000102!:%0A##$$Question 2$$##%0AQ2-1-10!1000000103!:%0A##$$Question 3$$##%0AQ3-1-10!1000000104!:%0A##$$Question 4$$##%0AQ4-1-10!1000000105!:%0A##$$Question 5$$##%0AQ5-1-10!304308430!:%0A##$$Question 6$$##%0AQ6-1-10!304308440!:%0A##$$Question 7$$##%0AQ7-1-10!304308450!:%0A##$$Question 8$$##%0AQ8-1-10!304308460!:%0A##$$Question 9$$##%0AQ9-1-10!304308470!:%0A##$$Question 10$$##%0AQ10-1-10!304308480!:%0A##$$Question 11$$##%0AQ11-1-10!304308490!:%0A##$$Question 12$$##%0AQ12-1-10!304308500!:%0AResult Template:SurveyResult%0A##Modify##:"><font face="Tahoma, sans-serif" size="2">Fill Survey email</font></a></strong></td>

                      <td width="39%"> </td>

                      <td width="34%" align="right"><strong><a href="$HOMEURL$/forms/$SERVER$/SRM%3ASurvey"><font face="Tahoma, sans-serif" size="2">Launch Survey Form</font></a></strong></td>

                    </tr>

                  </table></td>

              </tr>

            </table></td>

        </tr>

      </table></td>

  </tr>

</table>

<input type="hidden" name="Action" value="Modify">

<input type="hidden" name="Server" value="$SERVER$">

<input type="hidden" name="Schema" value="SRM:Survey">

<input type="hidden" name="Request ID" value="#$$Survey ID$$#">

<input type="hidden" name="Question 1" value="#$$Question 1$$#">

<input type="hidden" name="Question 2" value="#$$Question 2$$#">

<input type="hidden" name="Question 3" value="#$$Question 3$$#">

<input type="hidden" name="Question 4" value="#$$Question 4$$#">

<input type="hidden" name="Question 5" value="#$$Question 5$$#">

<input type="hidden" name="Question 6" value="#$$Question 6$$#">

<input type="hidden" name="Question 7" value="#$$Question 7$$#">

<input type="hidden" name="Question 8" value="#$$Question 8$$#">

<input type="hidden" name="Question 9" value="#$$Question 9$$#">

<input type="hidden" name="Question 10" value="#$Question 10$$#">

<input type="hidden" name="Question 11" value="#$$Question 11$$#">

<input type="hidden" name="Question 12" value="#$$Question 12$$#">

</body>

</html>

 

I have also attached this template in blog as well.

 

4. Second HTML template to send confirmation email for survey

HTML Content: Survey Result.html

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

<html xmlns="http://www.w3.org/1999/xhtml">

<head>

<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

<title>Survey Form Email Tempalte</title>

</head>

<body bgcolor="#dbe5eb" marginheight="0" marginwidth="0" link="#004376" alink="#004376" vlink="#004376" text="#000000">

<table width="100%" height="100%" border="0" cellspacing="0" cellpadding="30">

  <tr>

    <td valign="top" align="center"><table width="585px" border="0" cellspacing="0" cellpadding="0" bgcolor="#ffffff">

        <tr>

          <td height="43"><table width="100%" border="0" cellspacing="12" cellpadding="0" bgcolor="#f7f9fa">

              <tr>

                <td width="50%"><font face="Tahoma, sans-serif" color="#004376" size="3"><strong>Survey Confirmation</strong></font></td>

              </tr>

            </table></td>

        </tr>

        <tr>

          <td> </td>

        </tr>

        <tr>

          <td><table width="100%" border="0" cellspacing="15" cellpadding="0">

              <tr>

                <td><font face="Tahoma, sans-serif" size="2"><strong>Your survey has been successfully recorded.</strong></font></td>

              </tr>

            </table></td>

        </tr>

      </table></td>

  </tr>

</table>

</body>

</html>

 

This template is also attached in blog.

 

IMPLEMENTATION:

 

After disabling OOTB filter - SRM:SRV:ModifySurvey_OnSubmit_805_NotificationGenerator_PNPC`!, import below def file.

Surveyemailfilter.def

 

Then go to "AR System Email Templates" form in mid-tier.

Create two new records.

1. Template Name = SRM Template

And add SRM_Survey.html in attachment section and save the record.

 

2. Template Name: SurveyResult

Add attachment Survey Result.html

Then you need to make sure, you configure Email Mailbox for incoming as per docs.

Configuring advanced incoming mailbox properties - Documentation for Remedy Action Request System 8.1 - BMC Documentatio…

Email Action : Parse

Reply with Result : Yes

Enable Modify Actions: Yes

 

Restart the email engine.

 

OUTPUT:

When you get survey email, it looks like below.

 

When you click on Fill Survey email - it will pop up another email like below

Then you can add ratings like below and then send the email.

 

After survey is completed, you will receive confirmation email like below.

 

To confirm if values are updated or not, I generated AR System report on all field on SRM:Survey form.

 

Please do try this and let me know if any modifications required? I am open for any suggestion.

 

Remedy ITSM

Share This:

There are times when you need to be able to access DWP-C functionality through an API. This might be in order to offer a Business to Business (B2B) interface to external systems, to help automate deployments through a tool like Jenkins or some other automation support. They are many opportunities that an API can open and this post explains how to use the REST API made available for DWP-C and provides an example for one use case.

The first starting point should be the API documentation - See this page for the 20.02 documentation: Integrating BMC Digital Workplace Catalog REST API with the service catalog - Documentation for BMC Digital Workplace Ad…

Since the DWP frontend also uses an extended version of this API, it is well utilised and tested. The usage is relatively simple,  but there are a number of areas that you need to consider.

Authentication

The REST API login uses simple credentials that then generate a token that is valid for 30 minutes. The syntax is shown in the use case below, but you should be aware of the following:

  • In theory, you can submit an RSSO request to get an authentication token for DWP-C, but the RSSO REST API is not public. Therefore it Is easier to have a local account defined in DWP-C. It is recommended that you have a special interface user for this purpose.
  • This user must have a password directly configured for the user in DWP-C and should have the minimum permissions that are required to perform the actions needed in the API. This is particularly true if you are providing API access to external systems, so also think about restricting access via entitlements or other mechanisms. On Helix environments, you will need to raise a ticket with Helix Ops to get the password set for the local DWP-C user.
  • The ITSM user and password will also need to match those on DWP-C if you plan to execute ITSM requests.
  • If you are providing API access to multiple external systems, each of those systems should be given a separate interface user to ensure traceability and that the access for each system can be managed independently.
  • You can set both the requested by (at least from 19.11) and requested for users via the API, so this interface user will not be visible in any requests.
The authorisation uses a simple authentication via a POST request and returns a time-limited token that must then be provided in the header of subsequent requests.
Note that there is currently a constraint here that the bulk request update (POST api/myit-sb/requests) requires DWP-C admin rights.

General Considerations

In general the API is easy to use, but these points should help make it even easier:
  • Make sure that you use UTF-8 character content encoding on all requests unless explicitly told to use something different. We had some issues with JMeter not always setting this and special characters will break otherwise. Note that I have not tried using 16-bit character sets via the API, but if anyone does have any experience of this, please add it to the comments below!
  • If you want to work with the REST API, then you will need some tools to help you. There are a few choices here:
    • A good text editor that understands JSON. There are plenty of text editors that can handle this. Popular examples are Notepad++ and Sublime Text, or BBEdit for the Mac. Make sure you have the relevant JSON plugins.
    • Various Browser plugins that provide REST client functions for testing. These are fine for simple baseline tests, but you will soon want to switch to a more advanced tool such as one of the ones listed below.
    • Postman: A popular REST test client. It has a free version, but more advanced features require payment.
    • JMeter: Part of the Apache project, this is a very powerful and flexible test tool for testing REST interfaces and also other areas. It is public domain and so has the usual advantages and disadvantages (not the easiest to use, but very flexible and free). It is my current tool of choice as it can also easily be used for both functional and load tests.
    • JSON parsing tools: These are generally useful for DWP-C workflows, but particularly so when handling the JSON responses to the REST calls. There are plenty of online JPATH tools that you can easily find, https://jsonpath.com/ is one example.
    • There are other tools that you may also choose. Please add them in the comments so that others can benefit!

REST Headers

REST APIs make use of headers in the requests to provide standard information:

default-bundle-scopemyit-sb
X-Requested-By<Name for source application>
Authorization<The authorisation token from the login request>
content-typeapplication/json

 

Any service requests should also include the following header (only for 19.11 onwards) to ensure that the on behalf of user is set correctly, both within DWP-C requests and any subsequent Work Orders or Incidents in ITSM:

impersonated-user-id<On Behalf of User>

Note that the on behalf of (or requested by) user must include the login name and the DWP-C tenant, e.g. interface_user@bmc.com.

 

Using the API

You should now have the basic information for calling the API, but we will use a specific example to show this in more detail. Note that elements in the example shown in angled brackets and highlighted red should be replaced by appropriate values from your environment and use case. The URL shown also clearly needs to be replaced.

This is one particular use case, if you are interested in others, please add them to the comments.

 

Sample Use Case - Request a Service

A common uses case is an API request to find and submit a specific service request. In order to do this, you need to perform the following steps:

  1. Login
  2. Find the Service Request that you want to call
  3. Populate the answers to the questions
  4. Submit the Request

In detail, this works as follows:

Login

The login step is needed to provide the authorisation token for subsequent requests.

Sample Login Request

POST http://dwpc.bmcdev.localdomain:8008/api/myit-sb/users/login
Headers:
Content-Type: application/json
default-bundle-scope: myit-sb
X-Requested-By: <source application>
Data:
{ "id": "interface_user@bmc.com", "password": "password" }

 

Sample Login Response
eyJhbGciOiJIUzI1NiJ9.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.eBO42c2QTdqDZSxJEGQIScM1lVMzZ8ST9_MdRqa4rWY
Note that the authorisation token is also provided as a header response cookie called AR-JWT.

Search for Service

To search for a service, the recommended approach is to use a GET request that uses FTS. Note that because of the FTS usage, the search string will be tokenised by default, unless you encapsulate the entire string in URL encoded double-quotes ("), i.e. %22. For example %22ITSM%20Demo%22 for "ITSM Demo"
See this page for more details on how search works: How search works in BMC Digital Workplace

 

Sample GET Search Request

GET http://dwpc.bmcdev.localdomain:8008/api/myit-sb/services/search?q=<encoded search string>

Headers:

Content-Type: application/json

default-bundle-scope: myit-sb

X-Requested-By: <source application>
Authorization: eyJhbGciOiJIUzI1NiJ9.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.eBO42c2QTdqDZSxJEGQIScM1lVMzZ8ST9_MdRqa4rWY

Sample GET Search Response

{

    "page": 1,

    "pageSize": 1,

    "services": [

        {

            "autoDependent": false,

            "available": true,

            "bulkRequestedForUserLimit": 1,

            "bundledServices": [],

            "calculatedAvailability": true,

            "categories": [],

            "createdDate": "2020-02-24T14:39:38.000+0000",

            "description": "<p>Demo Service:</p>\n<p>Requires a Work Order Template</p>",

            "entitled": false,

            "excerpt": "This service contains some example ITSM functions",

            "externalWorkflow": "OTHER",

            "fulfillmentType": "INTERNAL_WORKFLOW",

            "guid": "AGGAA5V0FE8Y3AQERV1GQDUCVOR9X9",

            "iconUrl": "/api/myit-sb/content/AGGAA5V0FE8Y3AQGHN4DQFJQ2CY18A",

            "id": "12603",

            "importedFromITSM": false,

            "isDependent": false,

            "modified": true,

            "modifiedDate": "2020-02-24T14:39:40.000+0000",

            "monthlyCost": 0.0,

            "multiRequestBundle": false,

            "name": "ITSM Demo Service 0.1",

            "onceCost": 0.0,

            "price": {

                "currency": "USD",

                "freeLabelText": "Free",

                "paymentType": "FREE"

            },

            "quantity": {

                "enabled": false,

                "max": 100,

                "min": 1

            },

            "quickRequest": false,

            "rating": 0,

            "ratingCount": 0,

            "reopenWorkflowEditEnabled": false,

            "restrictedFullCatalogView": false,

            "score": 100,

            "serviceType": "IT Request",

            "surveyEnabled": true,

            "templateType": "SERVICE",

            "translations": [],

            "unavailableRequiredServicesCount": 0,

            "useBundledServicesCosts": false,

            "version": "0.1",

            "yearlyCost": 0.0

        }

    ],

    "total": -1

}

The main entry required is the service id (JPATH: $.services[0].id).

 

Add Request with Answers

Questions are defined by a unique ID (in very early versions, this was a sequential id, but now it is a GUID). If you have a fairly static catalogue, you can read the question ids in advance and then simply populate the answers directly.

If you have a more dynamic catalogues that changes more frequently, then you also need to lookup the questions and their IDs. See below for an example of this. There was an older mechanism that required you to submit the answers to each question as individual API calls, but since about 18.08 the recommended approach is to submit all answers in one request and this is the example shown here. The question ids and answers will depend on how they are defined in the catalogue - see also the "Get Questionnaire Details" request below.

Sample Add Request with Answers with
POST http://dwpc.bmcdev.localdomain:8008/api/myit-sb/requests

Headers:

Content-Type: application/json

default-bundle-scope: myit-sb

X-Requested-By: <source application>
impersonated-user-id: <requested by login id@tenant name>

Authorization: eyJhbGciOiJIUzI1NiJ9.eyJzdWIiOiJBQXR1ZXFSY0JUcVJQZVZQSk84eFwvSDVrMmlaeVpoU25ycU1NS28ydGt3dDlUTXBLS0JOYlB6TWV5Q0c0Nk91V2FHeUttQ1ZqV3VvRDc1S1FkVkUwXC92dmZma0d5dmJJT3pxMStXbmdCMVB1cFhYZnNGTVNVaEE9PSIsIm5iZiI6MTU4MzYxMzI1NSwiaXNzIjoidHNpLW15aXRzYi5ibWNkZXYubG9jYWxkb21haW4iLCJfYXV0aFN0cmluZyI6IjFCVVh6UWJYcklNMWs2WVwvekRwMkJNbHJsSFQ1REFRRmZ6UTN4U0tHeUo4MkNLMk1lRlNseEdWbmJHenpxT2lnaE1UbHBGXC93N0o0WmY4UFp3bDBqQmxHakZ6VHNFZ0JYQkFTTnBYNHU3TXhYUk1oWE5WYUVlUT09IiwiZXhwIjoxNTgzNjE2OTc1LCJfY2FjaGVJZCI6MTQ2ODI5LCJpYXQiOjE1ODM2MTMzNzUsImp0aSI6IklER0FBNVYwRkU4WTNBUUdVMVc1UUZXNFFFNkpGUSIsIl9hYnNvbHV0ZUV4cGlyYXRpb25UaW1lIjoxNTgzNjk5Nzc1fQ.eBO42c2QTdqDZSxJEGQIScM1lVMzZ8ST9_MdRqa4rWY

 

data:
{
"serviceId" : "<service id from service search>",
"requestForUserIds" : ["<requested for login id>"],
"excludedServiceIds": [
],
"quantity" : 1,
"questions": [
{
"questionId": "208859ba-a5d2-51f2-e6ea-2819cce66ded",
"answers": ["Incident"]
},
{
"questionId":"6281d8fe-9058-97ca-04b4-0f48a47e608b",
"answers":["Test Incident via API"]
},
{
"questionId":"1831048b-6303-5135-f9c5-26ece02a3836",
"answers":["Messaging Issue"]
},
{
"questionId":"9266062d-e4ed-0a86-c1d7-ee86e282529a",
"answers":["AGGAA5V0FE8Y3AQGWFEXQFYHYM7I17","AGGAA5V0FE8Y3AQGWFEXQFYHYM7I19"]
}
]
}

Sample Add Request Response

{
   "bundleRequestId": null,
   "guid": "AGGAA5V0FE8Y3AQERV1GQDUCVOR9X9",
   "requestErrors": [],
   "requests": [
   {
   "dependencies": null,
   "externalId": null,
   "onStartChanges": {},
   "questionnaire": null,
   "requestId": "33529",
   "serviceId": "12603"
   }
   ],
   "serviceId": "12603"
}

Get Questionnaire Details

This request can either be used in advance to get the question ids or dynamically as part of the API to get the questions. Here using tags to define question ids may make it easier to lookup the questions in a dynamic, catalogue-driven environment.

Get Questionnaire Details Request
GET http://dwpc.bmcdev.localdomain:8008/api/myit-sb/requests/<request id>/questionnaire

Headers:

Content-Type: application/json

default-bundle-scope: myit-sb

X-Requested-By: <source application>
Authorization: eyJhbGciOiJIUzI1NiJ9.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.eBO42c2QTdqDZSxJEGQIScM1lVMzZ8ST9_MdRqa4rWY

 

Get Questionnaire Details Response

 

 

{
   "questionnaire": {
   "bulkRequestedForUserLimit": 1,
   "createDate": null,
   "guid": null,
   "id": "12734",
   "modifiedDate": null,
   "name": null,
   "pages": [
   {
   "externalId": null,
   "id": "fa245f88-dc92-8e22-35b2-8fdf2a066234",
   "pageItems": [
   {
   "answerSource": "DEFAULT",
   "confidential": false,
   "defaultAnswer": null,
   "description": null,
   "enabledPasswordEncryption": false,
   "externalId": null,
   "hidden": false,
   "id": "3bf9b9c8-558b-22f4-6ca9-bbb0f335df12",
   "label": "Lookup RCF",
   "lookupThreshold": null,
   "perUser": false,
   "readOnly": false,
   "required": false,
   "tags": [],
   "type": "Lookup",
   "useDefaultLocale": false,
   "visible": true
   },
   {
   "answerSource": "DEFAULT",
   "confidential": false,
   "defaultAnswer": null,
   "description": null,
   "enabledPasswordEncryption": false,
   "externalId": null,
   "hidden": false,
   "id": "a687eb56-5132-5dfa-fc84-7c17c9b31584",
   "label": "RCF-ORA Test",
   "lookupThreshold": null,
   "perUser": false,
   "readOnly": false,
   "required": false,
   "tags": [],
   "type": "Lookup",
   "useDefaultLocale": false,
   "visible": true
   },
   {
   "answerSource": "DEFAULT",
   "confidential": false,
   "defaultAnswers": [],
   "description": null,
   "enabledPasswordEncryption": false,
   "externalId": null,
   "hidden": false,
   "id": "f2afe6f7-7f87-aea3-36d7-dd119b422cdb",
   "label": "RCF-ORA Test2",
   "perUser": false,
   "questionMultiColumn": {
   "data": [],
   "metaData": []
   },
   "readOnly": false,
   "required": false,
   "tags": [],
   "type": "MultiSelectDropdown",
   "useDefaultLocale": false,
   "visible": true
   },
   {
   "answerSource": "DEFAULT",
   "confidential": false,
   "defaultAnswer": null,
   "description": "<p>Enter the Summary for this object</p>",
   "enabledPasswordEncryption": false,
   "externalId": null,
   "hidden": false,
   "id": "6281d8fe-9058-97ca-04b4-0f48a47e608b",
   "label": "Summary",
   "maxLength": null,
   "perUser": false,
   "readOnly": false,
   "required": true,
   "tags": [],
   "type": "TextField",
   "useDefaultLocale": false,
   "visible": true
   }
   ],
   "perUser": false,
   "title": "Info"
   }
   ],
   "questionnaireGroupId": null,
   "rxId": null,
   "summary": null,
   "useDefaultLanguage": false,
   "workflowId": null
   }
}

Note that since questions can also include answers to dropdown requests, this response can get quite large.

This questionnaire is also from a different service than the submitted request above, so the questions do not match!

The question ids are clearly visible for each question.

Submit Request

The final step is to submit the order with the request created previously.

Sample Submit Service Request
POST http://dwpc.bmcdev.localdomain:8008/api/myit-sb/orders

Headers:

Content-Type: application/json

default-bundle-scope: myit-sb

X-Requested-By: <source application>

Authorization: eyJhbGciOiJIUzI1NiJ9.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.eBO42c2QTdqDZSxJEGQIScM1lVMzZ8ST9_MdRqa4rWY

 

data:

{ "requests":[ { "id" : "<request id>" } ] }

 

Sample Submit Service Response

{"id":"11438","requestErrors":[],"requestDetails":[],"expectedDate":null}

 

Sample Submit Request Error Response

Since the input parameters are not checked until the order is submitted, the most likely errors are issues with the input parameters. All errors are returned in the requestErrors array. A sample parameter errors is shown below:

{ "expectedDate": null, "id": null, "requestDetails": [], "requestErrors": [ { "id": "33529", "message": "Required question \"Template\" hasn't been answered", "requestedFor": null, "type": "UNCLASSIFIED" } ] }
Share This:

 

Before you proceed

DISCLAIMER: There are inherent risks associated with implementing the configuration changes and instructions set forth in this document. Implementing the configuration changes described below may render your system vulnerable to unauthorized access by third parties.  Please consult with your IT and Security professionals for specific guidance about your operating environment before implementing any of the configuration changes or instructions suggested in this document.  This document and the instructions contained in it are provided “AS-IS,” and BMC disclaims all warranties and liabilities arising from your implementation of the configuration changes and instructions in this document. BMC is not responsible for any network issues arising from devices and components not provided by BMC.

 

Challenge

In the wake of recent stay-at-home orders by governments around the world due to the COVID-19 pandemic, BMC has received several inquiries from customers seeking to connect their remote employees to BMC’s Remedy IT Service Management (ITSM) offering.  The increased traffic on customers’ VPNs has been excessive and is believed to be the cause of disruptions in employees’ abilities to reach the Remedy ITSM service.

To enable remote employees to continue accessing Remedy ITSM to enter tickets, check the status of their tickets, and resolve tickets, several customers have asked BMC to provide instructions for an internet-facing portal into Remedy that does not require the use of VPN.

This document describes a possible approach to configuring your settings in a manner that allows you to access Remedy ITSM without going through a VPN. However, we recommend that you consult your security and IT teams before carrying out these instructions.

Solution

Locate the Remedy web tier (Mid Tier) in the corporate DMZ to allow external users to get to the Remedy web components while keeping the overall Remedy solution secured.

Resource: Remedy security architecture and controls

Suggested project approach

  • Form a cross-functional team – Include everyone: security, business users, IT, and so on.
  • Follow change control procedures – Ensure that all changes are implemented with the knowledge and consent of everyone impacted in your organization.
  • Perform changes on a development or test environment first – Work through issues before making the changes in production. We can’t stress this enough!
  • Unit test with a group of testers that have different job roles and, if needed, different geographies – The external testing of the Remedy Mid Tier will be very similar to the testing you would use to certify an upgrade. Utilize the same test procedures and scripts for this use case.
  • “Good” internet access is required for testers to minimize or eliminate internet timeout issues – A home internet user usually has enough bandwidth and speed to connect to Remedy. However, if you have a user with slow network connections, it might be because the user is physically far from the web server. In this case, you can do the following:

o   Create simplified views of the needed forms.

o   Increase the number of seconds for the timeout.

Cautions and recommendations

Use the latest version of Remedy

 

Remedy version 20.02 or later is recommended.

Apply the latest patches and fixes to your Remedy deployment on a continuous basis

 

Reference: Downloading the installation files (select your version of Remedy)

Make sure Remedy administrators use a VPN to access the system

 

Administrators should not be allowed to access Remedy from non-VPN connections.

Enforce strong password complexity, a password expiration policy, and an account lockout policy

 

Reference: Access control, passwords and server security

Enforce HTTPS and enable TLS v1.2 only. Use of CA-signed certificates is recommended.

Reference: Security planning

 

Tasks

Set up a web server in your corporate DMZ

Work with your internal security team to harden your server in the DMZ with typical security settings, such as disabling all non-essential ports, applying the latest patches, changing all default passwords, and so on.

Reference: https://www.cisecurity.org/cis-benchmarks/ for benchmarks. See the FAQ section for common questions and answers for the security team.

Create and apply an SSL certificate to the new test web server for secure web sessions

Ask your security team to help if needed.

Reference: Configuring the Mid Tier web server for SSL certificate

Configure Single Sign-On

Most customers have Single Sign-On (SSO) solutions like Okta. Follow the same configuration you use for your current Mid Tier servers.

Reference: Remedy Single Sign-On

Deploy the new test Mid Tier server into the DMZ

If it’s not there already, deploy the new test Mid Tier server into your corporate DMZ.

Test the new web server in the DMZ

Test in the following order:

  1. 1.     

Navigate to the default web login page.

Success: The Remedy Mid Tier server is accessible through the internet without a firewall.

  1. 2.     

Attempt to log in with your user name and password.

Success: The Remedy Mid Tier server can connect to a Single Sign-On solution such as Okta and to the internal Remedy server.

  • Failure authenticating – Check the authentication server connection
  • Failure reaching the Remedy server – Check the firewall settings and port settings
  1. 3.     

Have users test the deployment by running through typical test scenarios such as creating tickets, checking status, working on tickets, running queries, looking at dashboards, running reports, and so on.

 

Reference: Performing upgrade testing

Success: The test system works for these scenarios.

  1. 4.     

Check performance.

 

Reference: Available Resources to Ensure your Environment is Configured for Peak Performance

Success: The system successfully handles your remote workforce.

Employees might still experience issues with their connection to Remedy ITSM. Should this occur, you may want to ask such employees to upgrade to a business-class service with their internet service providers.

 

Change the configuration of the Mid Tier server to point to production

You are now ready to point the Mid Tier server to the production Remedy AR System server.

Reference: Remedy Mid Tier configuration

After you complete the configuration changes, do a quick sanity test of the key functionalities to make sure everything is working as expected.

Frequently Asked Questions (FAQ)

Can I test everything internally with a “standard” server first before placing the web server into the DMZ?

  1. One method we see customers using is to create the test server internally and get everything up and running internally. When everything works as expected, including testing, the Security team then locks down the Mid Tier server (especially port numbers) and puts the Mid Tier server into the DMZ.

If anything stops working as expected, the most likely root cause is a security setting, or a required port is disabled.

This method can make troubleshooting much easier because everyone knows the test server worked internally before moving into the DMZ.

Is Encryption on by default with Remedy?

  1. Only encrypted clients can communicate with the Mid Tier server, which is the default setting.

Reference: Activating encryption

What ports need to be open to allow a Mid Tier server to communicate from the DMZ to the internal network?

In order to harden security for the DMZ, the Security team will want to shut down all non-essential ports, especially any ports that typically have unencrypted traffic.

Typically, an on-premises deployment of Remedy uses a portmapper to dynamically assign port numbers to some processes. When communicating from the DMZ to the internal Remedy server behind a firewall, you need to specify the port number for each Remedy component. Do not use the portmapper.

References:

What are the recommended Remedy configuration settings for Mid Tier users?

In Remedy version 9.1.02 or later, the following parameters default to false (F). You do not need to change the configuration settings.

Allow-Guest-Users

F — Do not allow guest users. Unregistered users have no access to the system.

Allow-Unqual-Queries

F — Do not allow unqualified searches.

 

In Remedy version 9.0 or earlier, consider changing these parameters to false (F) in Centralized configuration.

Notes:

  • Set Allow-Unqual-Queries – F after you successfully deploy and user test. Unqualified queries, especially against very large tables, can bring back very large results. This might be okay on an internal-only, high-speed local area network, but it can be slow over an internet connection.
  • You might have existing user queries, reports, or dashboards that are using unqualified queries, such as Query all HelpDesk tickets, Query all Change Management Tickets, and so on. Explore what might be impacted and test the setting.

A single Mid Tier server is having performance issues because of very high traffic volume. Can I add additional Mid Tier servers?

  1. Remedy Mid Tier is designed to be put into a server pool to distribute high volumes of traffic among multiple servers.

Set up additional Mid Tier servers in a very similar manner to the first Mid Tier server.

Reference: Configuring the Mid Tier connection pool

Additional BMC Documentation resources

Additional BMC Communities resources

Available Resources to Ensure your Environment is Configured for Peak Performance

Share This:

BMC Software announces the 20.02 release of the BMC Digital Workplace product. This release delivers significant new functionalities that customers have requested, including enhancements to the end user experience and catalog capabilities.

 

All of the following enhancements are available for BMC Digital Workplace Advanced. Enhancements marked with an asterisk (*) are also available for BMC Digital Workplace Basic

External User Portal

 

Create a portal for users who are not internal to your organization.

 

Control access and enforce security policies.

Manage sub-tenants*

 

Manage sub-tenants in the BMC Digital Workplace Admin console.

 

 

Table question enhancements

 

Simultaneously view multiple rows across different pages and swipe across to view more columns on your mobile phone.

 

 

Smart IT cross launch*

 

Cross launch into Smart IT from a Change Approval. Additional fields are also available in a Change Approval Request.

 

Collaborate with People Groups

 

Configure multiple groups of users that end users can add as collaborators to a Service Request.

 

 

 

Category-based navigation*

 

Change navigation to tile based and optionally use a branded primary color.

 

Launch to a Category from a banner (advanced only).

Launch External URL

 

Configure a banner to launch in new window or existing one.

 

Bundle dependencies

 

Add dependent Services to Bundles.

Knowledge Management enhancements*

 

Improved search and localization for knowledge articles.

 

 

 

Update Service Request name

 

Map context or question data to Request title on submission.

 

Workflow attachments

 

Create separate work log attachment entries for Work Orders, Incidents and Change Requests.

 

Catalog Application Cache

 

Quickly reset the application Cache from the menu.

 

 

Attachment configuration*

 

Block attachment formats or increase size.

 

Run attachment script to instantly update your changes.

 

 

Compatibility

 

 

For version details of Remedy ITSM Remedy AR System  HR Case ManagementClient Management Atrium CMDB Cloud Lifecycle Mgmt please refer to our Compatibility Matrix.

 

 

Next Steps

 

For a comprehensive summary of all enhancements please refer to our Digital Workplace Advanced and Basic documentation.

Share This:

In this blog I'm going to explain how we can create a relationship between two Work Orders on Request submission. When both Work Orders have been completed the Service Request will also complete and if either Work Order has been cancelled, so in turn will the Service Request. To illustrate a common use case we'll set up a Service Request for a new employee to order a Laptop and Laptop carry case. Each Laptop type and Case will be represented as individual Work Orders.

 

Figure 1

 

First of all, create your service broker context and text variables which will be used to map your questions to relevant fields in the Work Orders.

 

Figure 2

Drag in two "Create Remedy with Identifiers" actions and map your questions to the relevant fields. In this case I'm adding some preceding text for each question response to make it clear who we need to ship the items to and at what address.

 

Figure 3

 

Now we need to create the relationship between both Work Orders by adding the relevant data to the "WOI:Associations" form. We can achieve this by using a combination of  "Build Input Set" and "Create Entry" Actions. The following table represents the first build input set where we populate the required fields and associate the Work Order ID to the Request ID01 & Request ID02 fields by using variables. We add another "Build Input Set" and "Create Entry Action" for each relationship switching the variables for the Request ID01 and Request ID02 fields.

Make sure to use the database name (found in Developer Studio) for each field and surround the key & values with double quotes 

 

Key (1-7)
Value (1-7)
Form Name01WOI:WorkOrder
Request ID01<Create Remedy with ID1><Output><Work Order ID>
Request Type01Work Order
Request Description01<Context ><Service><Service Name>
Form Name02WOI:WorkOrder
Request ID02<Create Remedy with ID2><Output><Work Order ID>
Association Type01Related to

 

When the mappings for "Build Input Set" are done we'll use the "Create Entry" action to map all of the data to the "WOI:Associations" form. We can achieve this by adding the output to "Field Values"  (Build Input1 >Output>Inputs) and finally adding the "Process Correlation ID" to "Correlation ID" (General > Process Correlation ID).

 

Figure 4

 

Next we'll add a "Receive Task" to wait for a signal from either Work Order before continuing and two separate "Track External Activity" actions to capture a "Completed" or "Cancelled" status from both Work Order in Smart IT.

For each "Track External Activity", make sure to use the relevant Work Order ID variable from the "Create Remedy with identifiers" actions (ID1 & ID2). The Track External Activity action is only supported with ITSM Applications (Incident, Work Order, Change, SRM Request).

Figure 5

 

Finally, we'll add an exclusive gateway with two conditions. The first condition will complete the Service Request in the event both Work Orders have been completed. Make sure to use "Activity Sub Status" from "Track External Activity1" and "Track External Activity2" here.

To end the workflow we use the "Set Service Request" status action which will reflect either the "Completed" or "Cancelled" possibilities.

 

 

Figure 6

 

The second condition will cancel the Service Request in the event either Work Order has been cancelled.

 

Figure 7

 

Now that we have our Workflow ready, let's add our questions. In this example I'm going to set up conditional questions which will automatically pick the relevant laptop case depending the type of laptop we're choosing. In this example I have hidden the "Case Type" question from the end user and only use it as a reference to map to the summary field of the Work Order. I have also created an open questionnaire action (see BMC doc link below for instructions) which will automatically populate the users address and map to the Work Order details field along with the full name.

Scroll above to "Figure 3" for the field mapping Illustration

Figure 8

 

Let's see this workflow in action by opening the Request, choosing our laptop type and submitting the Request !

 

Figure 9

 

 

Once it's submitted, we should see both Work Order in Smart IT.

 

Figure 10

 

If we open either Work Order, we'll see the relevant relationship in the "Related Items" tab and further up in the description field, we'll see our end users full name and address ready for shipping.

 

Figure 11

 

If we only complete one of these Work Orders, the Service Request will stay in the "In Progress" state but if we complete both, the Request will also complete (or do whatever you want to do in the workflow after that point). Similarly, if either Work Order has been cancelled, the Service Request change into a "Cancelled" state.

 

In summary, by leveraging Remedy workflow actions in combination with the Digital Workplace Catalog "Track External Activity" action we can establish relationships between applications while controlling the flow based on a defined status from multiple sources !

Depending on what you'd like to do, there are many ways to design workflow. This Blog is intended as an example to help anyone who's new to the Catalog !

If you have any Catalog workflow questions, please raise them as seperate questions so the whole DWP Community can see and respond collectively

 

Further Reading

 

Workflows for service fulfillment

Exploring the Question Designer

 

DWP Catalog Workflow: Dynamic status

DWP Catalog Workflow: Passing question responses to custom fields within BMC Remedy ITSM

 

Remedy AR System Remedy ITSM

Share This:

At BMC, we’ve been transforming Digital Workplace and it centers directly on how we help define the employee experience of the future. BMC Helix Digital Workplace is a self-service application for business users to connect with IT and HR anywhere, anytime, on any device.

 

Overview:

Entitlement enables you to control user access to services in your organization. Enterprise customers or service providers who use multi-tenancy to manage several companies can use entitlement rules to ensure that users can view only the available services that they are entitled to request.

 

 

In DWP Catalog, as a service catalog administrator, internal service supplier, internal service supplier administrator, or asset manager, you create virtual marketplaces to associate services, bundles, and banners that appear in a BMC Helix Digital Workplace user's catalog with users who can access them.

 

Now before you start working on DWP Entitlements, you should be aware of the permission levels and groups that specify the capabilities of the account by assigning a permission group in user form of DWP Catalog. You can access the AR system of DWP Catalog from Remedy Mid Tier.

 

Doc reference: Assigning BMC Helix Digital Workplace Catalog roles to user accounts

  • sbe-catalog-admins > Enables a user account to manage all aspects of the service catalog.
  • sbe-asset-managers > Enables a user to manage user entitlements by creating virtual marketplaces.
  • sbe-internal-suppliers > Enables a user to create, modify, and send services and bundles for approval.
  • sbe-internal-supplier-admins > Enables a user to create, modify, approve, and publish services and bundles.
  • sbe-agents > Enables a user to access the BMC Digital Workplace Catalog console to view service requests.
  • Administrator > Enables a user to any administrative user account to enable the user to log in to Remedy Mid Tier.
  • sbe-myit-users > Enables a user to request BMC Digital Workplace Catalog services from BMC Digital Workplace.

 

 

Entitlements for Services and Banners

 

  • Login to Digital Workplace Catalog as Administrator.
  • Go to Services > Entitlements and you will notice Virtual Marketplaces , Entitlements by User and Restricted Services.

 

  • Entitlements can be created based on following ways:
    1. User
    2. DWP Catalog User Group
    3. Dynamic filter by ITSM Core attributes
  • Note: Enable full catalog view allows all the users to access all the services and banners.
  • Once you have the requirement to personalize your business need with regards to various departments and employees, entitlements can be created.
    • Click on New Virtual Marketplaces

    • Add Users (You will notice all the users here from Remedy ITSM integrated with DWP Catalog)

    • Add Banner (Only published Banners will be available to add in this section)

    • Add Catalog (Only Published Catalogs will be available to add in this section)

    • All the Entitlement will be available which you created for the organization.

 

    • Login with user Bob Baxter and you will notice 2 Banner and 3 Services entitled for this user to access and view.

    • So, now if you want to use ITSM Remedy Core attributes, you will notice option available under Attributes.

    • ITSM integrated to DWP Catalog > CTM:People form (You must ensure these users are available in User form of DWP Catalog AR Server)
      • Note: The advantage of using ITSM core allows you to select user and groups as per Remedy ITSM > CTM:People form.

 

    • Login with any user who belong to Benefits department will see services and banner based on above entitlement.

 

Troubleshooting Tips:

 

Case1: Some entitlements do not work intermittently.

      • Rebuild Cache by accessing the DWP Catalog install location.

 

Case2: Specific user when login to DWP do not see the service based on entitlement.

      • When you add a user in the marketplace it add a string in the Group list of the user profile on DWP Catalog User form.
        e.g.
        5176d72f-88e8-4697-b686-83fc2e8fc667
      • Ensure this group is added to this user and also verify if the password is same for both Remedy integrated ITSM User to DWP Catalog User.
      • Remove the user from entitlement and re-add.

Case3: After upgrade or database copy entitlement stopped working.

      • Add logging to DWP in /opt/apache/tomcat8.0/external-conf/logback.xml change this (no restart is needed)

<property name="LOG_DWP_CATALOG" value="false"/>

 

to

 

  <property name="LOG_DWP_CATALOG" value="true"/>

 

Add the org.apache.http.wire section here:

  <!--Optional DWP Catalog logger-->

  <if condition='${LOG_DWP_CATALOG}'>

    <then>

      <logger name="org.apache.http.wire" level="DEBUG">

         <appender-ref ref="DWP_CATALOG_FILE"/>

      </logger>

      <logger name="com.bmc.bsm.myit.service.sb" level="DEBUG" >

        <appender-ref ref="DWP_CATALOG_FILE"/>

      </logger>

      <logger name="com.bmc.bsm.myit.rest.v2.assistance" level="WARN" >

        <appender-ref ref="DWP_CATALOG_FILE"/>

      </logger>

      <logger name="com.bmc.bsm.myit.service.social.activity_stream" level="WARN" >

        <appender-ref ref="DWP_CATALOG_FILE"/>

      </logger>

    </then>

  </if>

      • It will log the rest api calls that go between DWP and DWP Catalog. When the server gets into this state, investigate on dwp-catalog.log on the dwp side, arerror.log and bundle.log on the DWP Catalog.

 

Ideas:

  1. Enhance On-Behalf-Of (OBO) behavior in SRM and MyIT to be able to see Request from own Company/Organization/Department
  2. DWP Advanced: Possibility to add Custom-Fields for Entitlements/Market Places
  3. Requested for Marketplaces in DWPC

 

I hope that you find this useful as an example on how to get started with entitlements in DWP Catalog. I welcome any comments, feedback and suggestions that you may have regarding this blog post.  I also encourage you to use Ideas on BMC Communities to submit and vote on features that you would like to see in BMC Helix Digital Workplace Catalog.

Share This:

BMC Helix Digital Workplace 19.11 is now generally available. With this latest release, we have added enhancements to user surveys to enrich feedback, localized notifications for automatic translation based on user location, and more! Additionally, get an exclusive first look at our external user mode and natural language search, both of which are now available in beta.

 

All of the following enhancements are available for BMC Digital Workplace Advanced. Enhancements marked with an asterisk (*) are also available for BMC Digital Workplace Basic

Global search*

 

Browse through search categories and select an Approval or Request shortcut.

 

 

Specify a maximum of 100 results per search source.

 

 

 

Label customization*

 

Customize Activity Labels.

 

 

 

Complex Surveys

 

Create a Survey and associate conditional questions based on end user response.

 

 

 

Reopen Catalog Requests

 

Attach workflow to create a new fulfillment application when a Request has been reopened.

 

 

Sub-catalog Workflow assignment

 

Add or assign workflow to Sub-catalogs.

 

 

 

Localized notifications*

 

Receive localized notifications by email or phone.

 

The following features are available as Beta only

 

Natural Language Processing*

 

Optionally enable Natural Language Processing to refine search results.

 

 

 

External User Portal

 

To enable the External User Portal please contact Billy Yuen

 

Grant unregistered users access to a subset of your Catalog via an external Portal. These users are automatically created in BMC Remedy ITSM.

 

 

Associate the Portal with an external Company and control access.

 

Table response selections

 

Create a Static or Dynamic selection table.

Select table hyperlink for more details on user selection.

 

 

 

Compatibility

 

 

For version details of Remedy ITSM Remedy AR System  HR Case ManagementClient Management Atrium CMDB Cloud Lifecycle Mgmt please refer to our Compatibility Matrix.

 

 

Next Steps

 

For a comprehensive summary of all enhancements please refer to our Digital Workplace Advanced and Basic documentation

Share This:

The scenarios detailed below are common ones that can occur within DWP/DWPC along with some basic troubleshooting steps. If a Support case is needed, the logging to supply when creating the case is mentioned. The documentation links referenced below are for version 19.08. If you're running a previous version, similar links will exist for those versions as well (unless there was some change/addition to functionality in that specific area).

 

In the information below:

 

DWP = Digital Workplace Basic/Advanced

DWPC = Digital Workplace Catalog

 

1) Problem with items displaying in DWP views (i.e. Catalog/Timeline)

 

- For items not appearing in the Catalog, make sure the user is entitled to the item via SRM or DWPC.

- For native DWP Catalog items not appearing, confirm the integration between DWP and DWPC is configured properly:

 

Enabling and configuring the enhanced catalog for BMC Digital Workplace - Documentation for BMC Digital Workplace Advanc…

 

- For Timeline items check to see if any custom queries were added to the SRM Provider

 

- Capture the dwp.log in debug mode when reproducing the issue:

 

           DWP Advanced/Basic - Troubleshooting - INCLUDES VIDEO

 

- Collect F12 (browser logging) or Fiddler capturing the issue:

 

               F12 logging - How to capture network traffic using F12 (Developer Tools) when Fiddler is not an option

               Fiddler logging - How to capture a problem using Fiddler

 

2) Notifications not occurring as expected from DWP

 

- Make sure the event/action is one that will result in a notification:

 

Configuring status updates and notifications - Documentation for BMC Digital Workplace Advanced 19.08 - BMC Documentatio…

 

- Confirm email has been configured properly for DWP:

 

Configuring email notifications - Documentation for BMC Digital Workplace Advanced 19.08 - BMC Documentation

 

- Capture the dwp.log in debug mode when the notification should be occurring

 

3) Post installation steps for DWP Catalog

 

             - Most post-install issues are related to user not having permissions or correct passwords for the DBs/tablespaces. Post-install information below:

 

             Loading the BMC Digital Workplace Catalog tenant setup data - Documentation for BMC Digital Workplace Advanced 19.08 - B…

 

            - For additional troubleshooting/validation steps for the install/post-install, please see the blog below:

 

               Vinay Mane's Blog

 

4) Trouble connecting to DWP/DWPC using RSSO

 

- Documentation link for configuring RSSO and DWP:

 

https://docs.bmc.com/docs/digitalworkplaceadvanced/1908/configuring-bmc-digital-workplace-for-remedy-single-sign-on-8719…  

 

- Follow steps detailed in this article (also mentions logging needed to troubleshoot issues):

 

DWP Advanced-How to Integrate DWP Advanced with RSSO?

 

- An RSSO diagnostic tool for DWPC detailed here:

 

https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2016/12/22/troubleshooting-myit-service-broker-wip#ji…

 

5) Trouble connecting to DWP/DWPC when SSL is used

 

- Ensure that Tomcat is configured properly for SSL:

 

Configuring SSL for the Tomcat server - Documentation for BMC Digital Workplace Advanced 19.08 - BMC Documentation

 

- For DWP Catalog the following two resources need to be utilized to ensure SSL is configured properly:

 

            Configuring access to the BMC Digital Workplace Catalog server over SSL - Documentation for BMC Digital Workplace Advanc…

 

            DWP/DWP Catalog- SSL Troubleshooting

 

6) Fulfillment request not getting created from native DWP Catalog service, workflow not completing as expected, but not in a Failed/Error state

 

            - DWP Catalog Console => Reports => Service Requests => View Process => Details pane => Exceptions/Process Inputs

 

- When the issue is reproduced, obtain the bundle.log as detailed below:

 

DWP Catalog - Troubleshooting

 

7) DWP Catalog Approval not working as expected

 

- There could be several items affecting a DWPC Approval, a good set of steps for troubleshooting them is detailed here:

 

https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2016/12/22/troubleshooting-myit-service-broker-wip#ji…

 

- Key items for the remoteaction configuration detailed in the above link:

 

      • Confirm ITSM integration patch is installed properly (Server-Side Filter/API logging from the ITSM server can help here)
      • Correct Java path in remoteaction.bat/sh
      • Correct path to remoteaction SB ApprovalConfiguration forms

 

8) Status from ITSM ticket not syncing properly with DWP Catalog workflow

 

- The items mentioned in #7 will apply here as well since remoteaction is being utilized to sync the status between ITSM and DWPC

 

9) Problems searching within DWP

 

- There are several sources that can be searched within DWP - DWP items, ITSM items, DWP Catalog items. For more details see below:

 

            https://docs.bmc.com/docs/digitalworkplaceadvanced/1908/how-search-works-in-bmc-digital-workplace-871981579.html 

 

- Troubleshooting problems with search will depend on what type of item is being searched. Details on each item below:

 

      • DWP items - dwp.log and F12 (browser logging) or Fiddler logging capturing the issue
      • ITSM Items - Make sure FTS is working as expected within ITSM, and if searching for SRDs make sure it's working when searching for the SRDs within Request Entry. For logging needed to troubleshoot further, the same logging as for DWP items would be suitable along with Server-Side SQL/API logging from ITSM when the search is done
      • DWP Catalog items - Make sure FTS has been configured, and the search cache has been refreshed for the DWP Catalog server as is detailed in the links below (For logging needed to troubleshoot further, the same logging as for DWP items would be suitable along with Server-Side SQL/API logging, and the bundle.log from the DWPC server when the search is done):

 

                      Configuring search for enhanced catalog items in BMC Digital Workplace - Documentation for BMC Digital Workplace Advance…

 

                       DWP Catalog/DWP - FTS Configuration: Catalog search is not working for SRDs, Services, Tags - INCLUDES VIDEO

 

 

Additional reference material:

 

Logging available in DWPC - https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2016/12/22/troubleshooting-myit-service-broker-wip#jive_content_id_Logging_Table

Share This:

Today, we are excited to announce BMC Digital Workplace 19.08. The latest release of Digital Workplace includes exciting new end user and administrator enhancements to help bring organizations into the Future of Work !

 

All of the following enhancements are available for BMC Digital Workplace Advanced. Enhancements marked with an asterisk (*) are also available for BMC Digital Workplace Basic

End User Experience

 

Active Events*

 

 

Filter and search against active Events.

 

Page Size*

 

Control the volume of records being displayed

 

Administration

 

 

Managed Services

 

Add and manage additional customers.

 

 

Credit Management

 

Optionally replace currency with a credit based system.

 

 

Once a Service Request is submitted the assigned credit is deducted from the balance above.

 

Default Language*

 

Control the default language of your organization

 

 

Order ID*

 

Order ID is no longer associated with an individual request and has been replaced with Request ID. Order ID's are now applicable to multiple items only.

 

Password Question

 

Create a password question and enforce a regular expression. Optionally choose whether to encrypt the password.

 

 

Counter Question

 

Add a counter question and choose your increment.

 

Conditions across questionnaire pages

 

Conditions are now supported across subsequent pages.

 

Default Requested Login Name

 

Set the default answer to requested "For" or "By" Login name.

 

 

Compatibility

 

 

For version details of Remedy ITSM Remedy AR System  HR Case ManagementClient Management Atrium CMDB Cloud Lifecycle Mgmt please refer to our Compatibility Matrix.

 

 

Next Steps

 

For a comprehensive summary of all enhancements please refer to our Digital Workplace Advanced and Basic documentation                                                                  

Share This:

BMC Software announces the 19.05 release of BMC Digital Workplace. This release delivers significant new functionalities requested by customers.

 

All of the following enhancements are available for BMC Digital Workplace Advanced. Enhancements marked with an asterisk (*) are also available for BMC Digital Workplace Basic

End User Experience

 

 

Satisfaction Surveys*

 

Single question surveys are now also available for Catalog Requests.

 

 

To view the rating simply open the Report in the Catalog Administration Console.

 

Enhanced Email Templates*

 

Cross launch into Digital Workplace using HTML Templates.

 

 

 

Notification settings*

 

Change notification preferences.

 

 

Progress Bar

 

Quickly view the progress of a Service Request.

 

 

Auto Dependent Services

 

Add dependent Services automatically.

 

Administration

Branding*

 

An additional grey navigation style is now available.

 

 

Change the name of the Browse Category button or modify the default search placeholder and result filters.

 

Catalog Dashboard

 

Browse dashboard categories and view Connector health.

 

 

Self-Help

 

Click for guided assistance and links to help topics & videos.

 

 

Bypass permissions

 

End users can now transparently access forms with special permissions.

 

 

 

Compatibility

 

 

For version details of Remedy ITSM Remedy AR System  HR Case ManagementClient Management Atrium CMDB Cloud Lifecycle Mgmt please refer to our Compatibility Matrix.

 

 

Next Steps

 

For a comprehensive summary of all enhancements please refer to our Digital Workplace Advanced and Basic documentation                                                                              

Share This:

Integrating the Digital Workplace Catalog with BMC Asset Management allows users to view their Assets from the "MyStuff" Tab. We can also add Asset Actions to launch Service Requests and dynamically populate them with Asset information.

 

A common example would be reporting a problem against an existing asset or requesting a new one.

 

 

To enable this integration in the Catalog, click the gear icon on the top right hand corner of the Administration page.

 

 

Only Assets which belong to the logged in user (owned or used by) can be displayed in MyStuff. To add or modify ownership open the Asset Console and update the People tab with the owner/user.

 

 

 

Before we can view these assets in Digital Workplace we also need to add the associated classes into a new or existing group within the "Asset Groups" section in the Catalog.

 

Now that we have grouped our assets we can associate an action to retrieve asset information and optionally launch a Request with this information in BMC Digital Workplace. To achieve this functionality create a Service Action and add a questionnaire with whatever fields you may be interested in from Asset Management.

 

 

Next, open the question designer and create questions for each of the fields you'd like retrieve data from. In the example below we have a drop down menu which is linked to three possible sets of Asset questions.

 

 

Now let's create an action to automatically fill in each of these questions from Asset management as soon as the questionnaire is opened. To do this we use the "Open questionnaire" Trigger" with the "AST:BaseElement" form with a qualification of 'Reconciliation Identity' is 'Asset External ID'. This means only information against the Asset I choose will be returned.

 

 

By selecting fields from the "AST:BaseElement" form we can map asset data against each of our text questions.

 

Finally, we're ready to associate this action with each of our Asset Classes.

 

 

 

In order to view and launch actions we simply navigate to the "MyStuff" page and choose whatever action has been defined.

 

As soon as we select "Report Asset problem" the Request opens and automatically populates with the relevant data from BMC Asset Management !

 

In summary, not only are we giving users more visibility about their Assets we're also reducing the level of effort to retrieve and accurately report against dynamic Asset Data !

Share This:

The new branding interface replaces the previous process, and eliminates the procedure that required you to update and copy the CSS to apply your branding changes. Use a convenient interface to customize the logo, name, and colors as per your requirements. The new responsive user interface allows your changes to be seamlessly made available across various desktop and mobile devices. Since the previous tenant.css is no longer applicable, you will need to apply your branding using the new branding interface.

Rebrand_preview.png

In addition to the above branding options, you can use the BMC Digital Workplace Admin Console to easily hide the following features from your end users:

  • Shopping Cart
  • Catalog Ratings and Reviews
  • Knowledge Article Feedback
  • Similar Knowledge Articles
  • Social Activities
  • Posts

For more information, see Rebranding BMC Digital Workplace - Documentation for BMC Digital Workplace Advanced 19.02. For a complete list of new and updated features that have been released, see 19.02.00 enhancements - Documentation for BMC Digital Workplace Advanced.

Filter Blog

By date:
By tag: