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Digital Workplace

23 Posts authored by: John Gallagher Moderator
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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





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.






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                                                                  

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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.





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.





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



Bypass permissions


End users can now transparently access forms with special permissions.







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                                                                              

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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 !

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BMC Digital Workplace 19.02 is Now Available. 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.

Revamped User Interface



Progressive Web Application (PWA)*


Dynamic "app-like" experience on your Device browser or Desktop.



Active and Past Events*


Quickly view current and past events via the My Activity page.



Bundle details


View in-depth bundle details.



Multiple approval view*


View all pending approvals simultaneously.



Search functionality*


Select previous search results and refine by filtering.



Optional Social functionality*


Open application preferences to view social activity.




Service health tab


Services now have their own dedicated tab.




Digital Workplace Admin enhancements


Rebrand the PWA User Interface*


Quickly rebrand the PWA User Interface and changes will be automatically reflected across desktop and mobile clients.



PWA on iOS doesn't currently have the ability to receive push notifications. Please download the "Digital Workplace" app from the App Store

to enable this functionality. The rebranding changes will be visible on login.

Mobile view



Desktop view



Build a custom home page


Build your own custom page and modify layouts.



Hide functionality*


Hide additional functionality via the DWP Client Administration console.



Collaborator preferences


Create and load a default collaboration Group.


Change Log Level*


Quickly change the log level in both the DWP Client* and Catalog



Questionnaire Tags


Add internal tags for use in workflow.




Copy Catalog questionnaire


Optionally copy questionnaires with workflow.



Date restrictions for questionnaires


Choose active duration.





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

Next Steps


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

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Is this piece of Catalog workflow we have two possible outcomes. The first (long route) will create a Change Request and an Incident and the second (short route) will create just a Work Order. As you can see, we control the flow by using a number of exclusive gateways. In this example the users initial question response will determine the actual path. From the Remedy ITSM side the status of each fulfillment application is routed back by a combination of Remedy workflow and integration JAR file which is triggered by the remoteaction.bat file on the host of the AR Server.

The Catalog Remedy workflow & JAR file (along with the manager approval chain) is implemented by the Catalog ITSM integration patch which is available on our EPD site.

We use "Receive Task" here to listen for the fulfillment status and continue the flow (if required).

If the status isn't being sent back to the DWP Client, check the remoteaction.log and the SB:ServiceRequestStub form for errors on the AR Server.

To begin with, we create a number of input variables which will be used to map question responses to fields within each application. Another question is added here for workflow direction.


As you can see, the flow will only proceed on the branch defined if the highlighted condition is met. If any other answer is provided it will choose the other path.



Now that we've completed our design, we can start mapping our question responses in addition to manually setting all of other required fields. For the purposes of this example I'm only mapping the summary however we can of course create separate questions to map against all of the other fields ( just make sure to select the correct question type).

Don't forget to use the service Broker context variable for common fields !

We also need to set our Process Correlation ID to associate the request with the relevant fulfillment application in ITSM.


Once our Change request has completed, we need to add "Get Change Request by Identifiers" to collect it's identity.



To keep the end user (DWP Client) informed of what's going on we're using the CRQ ID from above to pass back to the request along with a custom message.

Remember, the status values need to match up to those defined in the enumeration table of our documentation (Setting the service request status).

Now that the status has been mapped to the request, we use "Receive Task" to stop the workflow and wait for a signal from the Change Request.


On the other side of the branch, our exclusive gateway will only allow an Incident to be created once the status (completed) has been received.



Once again, we need to collect information about our generated Incident for use in subsequent activities.



Just like the Change Request, here we're feeding back the status and another custom message along with the actual number of the generated incident.



We can leave the receive task parameter name as it is and use it for the same purpose as our Change Request.


Once the Incident has been "Resolved", we close the request in the Digital Workplace client and pass our custom message.

You could also use the actual Incident status reason for resolution from "Get Incident By Identifiers" here.



Finally, let's add our input questions and tie it all together. As you can see, I've added simple conditional questions to map the summary depending on the flow route.



Now let's submit the request choosing the "Long route" to generate our Change Request and Incident !



As you can see, the fulfillment activity has been mapped for each step of the way !



In summary, with just a few simple workflow actions we have provided a dynamic view of fulfillment application activity !


That's all for now but I'll be back with more workflow Blogs soon...


Happy new year to all !

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Out of the box the Remedy connector presents a number of common fields to map to a fulfillment application but what if your Remedy ITSM application has been customized ? Well, this is where the other remedy connector actions come into play. In this Blog I'll cover how we can pass question responses to custom fields within BMC Remedy Incident Management. I'll also describe passing Incident notes to the Request in the Digital Workplace Client. The same principle applies to all BMC Remedy ITSM applications.


The overall workflow is designed by using a combination of elements as illustrated below.




First of all, add your custom fields into the "HPD:Help Desk" & "HPD:IncidentInterface" forms.



Now add the same fields into the "HPD:IncidentInterface_Create" form and update the push fields action of the "HPD:HII:CreateIncident_100`! Filter". I'm using a text and drop-down type  question here.


Don't forget to flush the Mid-Tier cache and update the fields with the correct permissions !

Now we're ready to begin building our workflow. In this example I'm going to create four text questions and one context type, the context variable is used to pass common field values. This saves you the trouble of creating unnecessary questions for mapping.




The following table is used to describe each action.


Create Incident with IdentifiersCreate an incident with identifying variables for use in subsequent activities.
Get Incident by IdentifiersCollect information about the generated Incident
Build Input SetBuild custom fields
Set EntryUpdate Remedy form with custom fields
Receive TaskWait for a response
Set Service Request Status

Change the Request Status in the Digital Workplace Client


After we've moved our actions to the canvas we begin mapping possible field values while determining the best flow for our questionnaire. In this example I'm mapping "Describe the Incident" question (input variable) to the "Summary" field, "Impact field" to the Incident Impact and two questions to my custom fields of the Incident. The Correlation ID is used by the workflow to route values from an external system and match within the Catalog.


For the workflow to understand the relevant Incident details, we map the values from the data collected with "Create Incident with Identifiers"


With "Build Input Set" my key values represent the actual custom field names from the "HPD:Help Desk" form.



Now that we have our Incident identity and custom fields, we're ready to map these values with "Set Entry" to the "HPD:IncidentInterface" form.


At this point the workflow has created the Incident along with the responses for the "Summary", "Impact" and custom field values. We use receive task here to block the flow until our "Resolved" status has been returned from the Incident itself. The exclusive gateway allows us to control the flow and continue when "Work Status" = Resolved.


Now, let's collect the new Incident values from the generated Incident by using "Get Incident with Identifiers" again.


Optionally, we can pass the end users Incident Notes values to the status reason field and close the Request

There are may other useful fields to choose form "Get Incident by Identifiers" such as "Status Reason" which would map the users status value before they "resolved" the Incident.


Now I'm ready to build my questionnaire for the above questions.



Now let's see the complete flow in action by submitting the Request !



Watching the transitions, we can see the status moving to "Closed" and the Incident Management users notes update being passed back to the Request.




Stay tuned as I'll be updating this space with more examples soon...

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BMC Digital Workplace 18.11 is now available. This release introduces even more enhancements to end user experience as well as additional 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.


Dependent services


Define prerequisite services by mapping dependencies.

Add collaborators to Requests


Define Collaborators to view, edit and delete a Request.



Assign actions to class attributes


Add conditions to restrict the number of assets associated with a Service Action.

Questionnaire enhancements


Return additional fields based on fixed or dynamic responses to a question.


Use action triggers to display responses based on Dynamic lookup questions.

Reassign Approvals*


Send requests to other business users for approval.

Clear multiple notifications*


Remove all notifications from both the Digital Workplace Client and Catalog.



Connector Development


Develop custom (on-premise) connectors to transfer data to and from external systems via REST calls.   





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

Next Steps


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

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BMC Digital Workplace 18.08 is now available ! In this release we’re continuing to focus on new features to improve end-user experience.


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.



Multi-user requests


Quickly submit a request on behalf of multiple users.




Alternate Approver*


Select an alternate approver from the Digital Workplace Client.



Choose time/date interval or edit current setting.



Appover assignee will also receive an In App Notification.



My Stuff impersonation


Launch asset actions on behalf of someone else.




Search logic*


Configure search logic for services and knowledge articles





Quick requests


Bypass the Request profile page by enabling "Quick request".




Save for later


Save individual Requests for later submission.

Checkout flow


Change "On behalf of" or Quantity in the checkout flow.




Workflow Designer


Manipulate text using "String Utils" and return multiple records with "Get Entry by Queries".




Search Catalog requests by submitted answers


We can now also search catalog requests based on question response.





Innovation Suite views


Cross launch into an Innovation Suite application.



User Profile Synchronization*


Job title is transparently synchronized into your DWP Profile.



Sub-catalog for business units


Add a Sub-catalog and assign internal supplier or Administrator roles.






Broadcasts from ITSM or Smart IT are now also visible within Digital Workplace.




Search filter names


Rebrand results filter tabs.


New filters are immediately visible on search.





Customize the client without coding ability.







For version details of Remedy ITSM Remedy AR System  HR Case ManagementClient ManagementAtrium CMDBCloud Lifecycle Mgmt please refer to our Compatibility Matrix.



Next Steps


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

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We are pleased to announce BMC Digital Workplace 18.05 is generally available and packed with new features !



*All features are applicable to Digital Workplace Advanced with the exception of the three levels of browse categories.


Simplified Architecture


  • Digital Workplace and SmartIT are now separate installers.
  • MongoDB and node.js (MyITSocial) has been removed.
  • Social data is now stored on the Digital Workplace RDBMS (Oracle & SQL).

Digital Workplace 18.05 is a required upgrade before any later releases. If you would like to upgrade to 18.08 when it's released you must first upgrade to DWP 18.05. There is no ability to skip this upgrade if you would like to move to later releases.


Save Multiple Carts


Save Carts for a later checkout.

Large Subcategory view


Subcategories now include a larger view.

Third Tier Category


Browse through three levels of Categories.

Remedy with Smart IT Integration


Comments to Catalog Requests will be reflected in their associated fulfillment applications and visa versa. Digital Workplace Requests are also visible within Smart IT.

Asset Management Integration


Leverage BMC Asset Management to view and action on Assets (CI's).


Owned Assets are visible under the "MyStuff" tab.

Add Classes to Asset Groups


Create Asset Groups and retrieve data from BMC Asset Management.

Create Asset Action questions using data from Asset Management


Data retrieved from BMC Asset Management can also be used wihthin Asset Actions.

As soon as the Action is launched, questions are populated from the relevant form within BMC Asset Management !

Amazon Web Services Catalog



Import services from the AWS Service Catalog.


Submit as a Request in the Digital Workplace Client.



Chatbot Requests


Enable Chatbot for a Request in the Catalog.

Automatically create the Request in Digital Workplace via Chatbot.

Search for submitted answers


Retrieve a Service Request based on question response.

Remove services from My Stuff


Remove unwanted services from the My Stuff tab.

Export and import Translated Services



Quickly localize a service by exporting and re-importing again.

View and edit imported Workflow


View imported workflow from BMC Service Request Management and add other activities.


View Workflow Relationship

Quickly check what questionnaires and services are related to workflow.



We now provide an xarchive binary file which you can open in the re-branding tool and create an IPA mobile application. You must sign this file using the rebranding tool and your digital cert from Apple.



For version details of Remedy ITSM Remedy AR  System Atrium Orchestrator HR Case ManagementClient ManagementAtrium CMDBCloud Lifecycle Mgmt please refer to the Digital Workplace Basic and Advanced Compatibility Matrix for further details.



Next Steps


For a comprehensive summary of all enhancements please refer to our documentation.


Please comment with your favorite feature

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BMC Digital Workplace 18.02 is now available. In this release, we’re introducing new features which continue to focus on improving end user experience and Integration Services.


We no longer use the 3.x format for versioning. 18.02 signifies February 2018

*With the exception of the healthcheck, all of these features are available with BMC Digital Workplace Advanced only*


My Stuff Actions


Submit an Asset Request from the Catalog.


Launch a Request on closure or from an existing Service which you are following.



Select workflow to be associated with an Action.



Add or remove Service Actions.


BMC Chatbot Integration


Request a Service using Skype for Business, BMC Chatbot Client, Text message or Slack !



Integration Service Support


Create your own connector using BMC Integration Services or choose from any of the available connectors.



In this example we're using the Jira Connector to create a new issue.





We can now also localize Catalog Services.


Activate localization by using the toggle button.


Choose the language and you are ready to localize !



Connector Instances


Configure multiple instances of a Connector.


In this example we're connected to three different ITSM systems !



Enhanced Request Report


Learn more about your Service Requests.



Enhanced Health Check


Additional checks for notification, SMTP and log level.





For version details of Remedy ITSM  Remedy AR System  Atrium Orchestrator  HR Case Management  Client Management  Atrium CMDB  Cloud Lifecycle Mgmt please refer to the Digital Workplace Basic and Advanced Compatability Matrix for further details.



Next Steps


For a comprehensive summary of all enhancements please refer to our documentation here. To learn how to build your own connectors using BMC Integration Services please refer to the following Blog.


Integration Service: Getting started with writing your own connectors

Please comment with your favorite feature

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In this release, we’re introducing new features focused on improving the end user experience and catalog capabilities.



Digital Workplace Basic


  • Favorites


Quickly add or remove a Service from the "Your Favorites" Section.


*Also available for Digital Workplace Advanced


Digital Workplace Advanced


User Experience Highlights



  • Prepopulated Cart Responses


Cart will prepopulate questions based on previous responses.


Cart responses are now saved in the event this window is closed or interuppted.


  • Cancel or Request Again


Native DWP Catalog Service Requests can be cancelled or requested again.



  • Cart Description


Label cart items with the same description.



  • Actions & Triggers


Automatically prefill a question based on an Answer or Open Questionaire Action.


Use the new expression builder to trigger actions.


Administration Highlights


  • Copy or Rename Workflow


Workflows can now be renamed or copied.

  • Additional Context


Write an expression to reference a custom property from an output of an activity.


  • Overwrite Profiles


Choose whether to keep or discard a profile on reimport.




  • Custom Labels


Create a free label type.

  • Availability


Make a Service unrequestable in the Universal Client.


  • Routing of Custom Approvals


Approvals are now more flexible with additional fields.

Mapped fields are available for use with an Approval Rule.



  • AD Connector Enhancements

Leverage the Active Directory Connector to do the following:


  1. Find a Computer.
  2. Update a User or Computer Attributes.
  3. Add or remove a Computer to a Group.
  4. Check whether a Computer belongs to a Group.




For version details of Remedy ITSM  Remedy AR System  TrueSight Orchestration  HR Case Management  Client Management  CMDB  Cloud Lifecycle Mgmt please refer to the Digital Workplace Basic and Advanced Compatability Matrix for further details.


Next Steps


For a comprehensive summary of all enhancements please refer to our documentation here.

Please comment with your favorite feature.

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BMC Digital Workplace is better than ever! We listened to your feedback and are excited to introduce powerful new features focused on quality and simplifying your user experience.






Password Protection


Configure Approvals to require a password.



Display Types


Choose the type of Approvals you would like to be displayed.



On Hold


Hide the "On Hold" button for Approvals.




Remedy Connector Enhancements




Create Workflow with Identifiers and output the result to another activity. In this example I'm mapping the Work Order, Incident and Change Request ID's to the description field of a Work Order.


Once the service has been submitted from Digital Workplace the values are visible within the Work Order.



Get Entry by Query


Retrieve data from AR System forms based on query and use the output for another activity.

Once the service has been submitted the output is visible as an "In App" notification activity in the Digital Workplace Catalog.


Process Error Handling


Catch errors with Boundary Events within the scope of an activity on which it is defined.



Device Persistence Cache


After initial authentication you will not be prompted to login again unless for certain unforeseen actions such as application update or crash.




More flexibility for Virtual Marketplace entitlement.


Choose entitlement criteria from ITSM foundation Data or Custom Groups.


iOS Application Deployment


Automatically execute a command by selecting a device which is associated with your user profile in BMC Client Management. For example, install an iOS Application. Once the software has been provisioned the Request will change from "In Progress" to a "Closed" state.



Compatibility Details


Please refer to the Digital Workplace Basic and Advanced Compatability Matrix for further details.



Next Steps


  • Read everything you need to know about BMC Digital Workplace Basic and Advanced.
  • For a comprehensive summary of all enhancements please refer to the following documentation.


BMC Digital Workplace Basic

BMC Digital Workplace Advanced



Remedy ITSM Cloud Lifecycle Mgmt Client Management

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There may be occasions where you are unable to receive push notifications. Depending on the Device, Digital Workplace (DWP) will use the Apple Push Notification Service (APNS) or Google Cloud Messaging (GCM).Once a notification is triggered a DWP API sends the notification along with the users token to either the APNS or GCM Server. This token is what's used to identify the relevant DWP Device Client.




a) First of all, rule out the basics and make sure you have enabled push notification on your device and within your Digital Workplace Notification Settings in the Universal Client.


b) Are you able to receive notifications for other Device Applications ? If not there may be a problem which is more specific to your network.


c) Check the certificates are valid by running the Digital Workplace Health check utility.


d) Open the "" file (C:\Program Files\Apache Software Foundation\Tomcat8.0\external-conf) and check to make sure push notification is not disabled (a "true" value indicates enabled).


pushNotificationFeature.enabled =


e) Check the "PUSH_NOTIFICATION_CERT" table contains two records, there should be one for Digital Workplace and another for SmartIT.


The iOS Certificate which is shipped with Digital Workplace needs to be renewed on an annual basis. Please ensure you re-sign the BMC Digital Workplace mobile application with your enterprise credentials as detailed in our documentation.




To check the Digital Workplace client expiration open the cert from the "%MYIT_HOME%\Smart_IT_MyIT\ux\WEB-INF\classes\certification" directory.

The example below uses the shipped iOS client. The password for this private key is bmc-appstores


Once imported, open Certificate Manager by typing "certmgr.msc" from a run box, click on the Personal =>Certificates folder and you should see an expiration date for the Apple Push Certificate. As you can see from the following screenshot, the expiration for this default certificate is the 24th of September 2017.



f) Check the "DEVICE_TOKEN" table for records with OS_TYPE equal to either 0 (iOS) or 1 (Android). If none are present then notifications will NOT be delivered to mobile devices.




If the users token is present and the notification hasn't been sent, delete the row and initiate the notification again (providing previous checks failed). The token should be regenerated once the user logs in again.


g) If you are running Digital Workplace in a cluster make sure you have set the "master.server" value set correctly within the file. In a single Server environment it should be commented out whereas in a cluster the primary should be set to "true" and the secondary "false"


h) Check to make sure the outbound notification ports are open to communicate with APNS and GCM, you can confirm this by using "telnet" from the DWP Server. 


In the following example you can see a successful connection to APNS.


[root@clm-aus-012345 ~]# telnet 2195


Connected to

Escape character is '^]'.

...and the same for Android.

[root@clm-aus-018772 ~]# telnet 443


Connected to

Escape character is '^]'.


For a full list of required ports please refer to the doc link in the "Further Resources" section below


i) If you are using a re-branded app make sure it's using the correct Bundle ID


  • Unpack the Enterprise IPA
  • Change to the payload directory


  • Switch to a command prompt and run the following command.


myuserID$ codesign -dvv


Executable=/Users/myuser/Desktop/dwp_myuser 2017-07-27 13-48-51/Payload/ Identifier=com.bmc. Format=app bundle with Mach-O universal (armv7 arm64) CodeDirectory v=20200 size=71988 flags=0x0(none) hashes=2242+5 location=embedded Signature size=4690 Authority=iPhone Distribution: ACME Inc. Authority=Apple Worldwide Developer Relations Certification Authority Authority=Apple Root CA Signed Time=Jul 27, 2017, 13:48:42 Info.plist entries=59 TeamIdentifier=XXXXXXXX Sealed Resources version=2 rules=13 files=1017 Internal requirements count=1 size=176


The MyIT Identifier should match the bundle ID (User ID) from the resigned certificate.



j) Check the notification poller in the "" is not commented out. By default it's set to 5 minutes.


com.bmc.bsm.myit.service.assistance.NotificationPoller.PERIOD = 300000


k) If all else fails, turn on push notification debug in the "logback.xml" file by adding the following lines:


<!--Logger for Push Notification-->


<logger name="com.bmc.bsm.myit.service.pushnotification" level="DEBUG" additivity="false">

<appender-ref ref="FILE"/>


After 60 seconds, (default scan period) you should see more detailed information related to the push notification process within the ux log file.  Pay close attention to any google or apns activity. In the following example a push notification was sent to an iOS device and we can identify the user, client and iOS version. The highlighted device token should match the value in the "DEVICE_TOKEN" table.


DEBUG   | c.b.b.m.service.SecurityService | loginId=Allen, authentication=null, tenantId=000000000000001, systemApplicationName=MyIT, userApplicationName=MyIT-ITSM, applicationVersion=3.3.01,apiVersion=3030100, clientLocale=en_US, deviceToken=774f44f59593142fe6f5b341e2d302442aba573bbc33c3822e1b68139a0abe4d, osVersion=iOS 10.3.3, deviceModel=iPhone, verify=true

| c.b.b.m.s.p.apns.APNSService | Pushing alert notification to Apple for Device Token='[774f44f59593142fe6f5b341e2d302442aba573bbc33c3822e1b68139a0abe4d]', payload='TEST'.


l) Restart the "Smart IT/MyIT Application" service(s) and try again.


If push notification problems persist please log a case with us in here in Technical Support.


Further Resources


The following documentation & Knowledge Articles may also help.


Identifying connectivity and configuration issues by running health checks

Required ports

Google Cloud Messaging Overview 
Apple Push Notifications Tips

MyIT 3.x iOS client is available for download with new provisioning Profile


Remedy ITSM Remedy AR System

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At BMC, we’ve been undergoing a transformation, one that centers directly on how we help define the employee experience of the future. Driving the case for change is our team who want simplified tools to make them more effective. This work flexibility gives them a greater say in how their digital  workplace operates and as a team we saw a tremendous increase in productivity. For these reasons effective June 9th 2017,we’ve decided to simplify things and rebrand MyIT and MyIT Service Broker to BMC Digital Workplace.


BMC Digital Workplace is available in two tiers: Basic and Advanced. The functionality is the same on-premise and in the cloud.


                                                                                                                                                 *** Click here for BMC Marketplace


We will be renaming the Community and URL's on the week of the 12th of June, this change will be transparent.


The complete list of updates for Service Pack 2 are available in the Digital Workplace 3.3.02 Basic and Advanced release notes.

For further information and comments please refer to our BMC Digital Workplace FAQ

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Logging Table

$AR_SYSTEM_HOME default is "/opt/bmc/digitalworkplace"


Problem Area

ITSM/SRM integrationCombined API/SQL/Filter logging while reproducing the problem, arerror log, remote action log



Workflow DesignerBundle log, F12 Browser Developer Mode/process log$AR_SYSTEM_HOME/db
UIBundle log, Jetty log, F12 Browser Developer mode & Fiddler$AR_SYSTEM_HOME/db
ConnectorsBundle log, arerror log, F12 Browser Developer mode, Connector logging$AR_SYSTEM_HOME/db
ReportingBundle log, arerror log$AR_SYSTEM_HOME/db
DWP Client Integration

Bundle log, UX debug on the MyIT side, F12 Browser Developer mode & Fiddler
DWP Catalog debug level



ApprovalsCombined API/SQL/Filter logging while reproducing the problem, remoteaction.log, bundle.log, arerror log



Installationarsystem_install_log.txt, startup logs



Post Install scriptsarerror log, post install log



RSSOarjavaplugin & bundle log, rsso agent logs, rsso debug$AR_SYSTEM_HOME/db
User Group Syncuser synch log, debug log combined api & SQL logging


"/src" directory


Catalog File System


Most of the Catalog related files are contained within the "digitalworkplace" directory, some of the more important directories and files are highlighted in the following illustration



OSGI Console


The Catalog application is run through a variety of different bundles which are loaded once the "dwpcontroller" script is run as part of an platform restart. Unlike the DWP Client, we cannot restart the individual components of the Catalog (without negative consequence) however we can check the Catalog's bundle status by using the Eclipse OSGI Console (Open Services Gateway Initiative).


The logging level for OSGI is controlled in the  "$AR_SYSTEM_HOME/conf/" file



# Enable osgi console for debugging


osgi.console = 12666

To connect to the console you simply telnet to the Catalog host and execute the "ss" command.


[root@clm-aus-123]# telnet localhost 12666


Some of the more important Catalog related bundles can be identified by "myservice"


If you notice any of these bundles are in a "RESOLVED" state you can attempt to restart as follows:


Stop "ID#"

Start “ID#”

In the event the Catalog login page becomes unavailable for all users, restart the "com.bmc.myservice.uiservice-war_0.0.1" and try again. If you are still unable to log in please raise a case with BMC Technical Support. Type "disconnect" to end the session !


The connectors and bundles are held within the $AR_SYSTEM_HOME/deployedsmart bundles directory.
























DWP Controller Scripts


The "rxscripts" directory and sub-directories contain many scripts which are called by the Catalog but in some cases you may also run them manually.


/bin/        Checks migrations

/bin/             Gets called by the post install script

/bin/                  Checks the current user who’s in the current session

/bin/tenant/                     Lists all the tenants

/bin/tenant/                 Deletes a tenant

/bin/connector/         Refreshes the available connectors

/bin/         Checks if the Catalog is up or down

/bin/                               Used to log into Remedy from the command line

/bin/             Get's called when DB migrations are required

/bin/                            Sets up the environmental variables to allow the API endpoints

/bin/                  Get’s called by the post install script

/bin/                          Get's current version by running

/bin/service/              Lists all catalog services visible by the current DWP user

/bin/process_def                      Remove/find workflow

In order to run these scripts you need to set up your environmental variables by sourcing the "" script

[root@clm-aus-123 bin]# source


Once you source the "setenv" script you then need to log into the Catalog from the command line and generate an authentication cookie. Once the mycookies key is generated subsequent scripts (provided they are in the same directory as the mycookie.txt) will run.


[root@clm-aus-123 bin]# ./ password




[root@clm-aus-0123 bin]# ls -lrt

-rw-r--r-- 1 root root   610 Jun 15 14:59 mycookies.txt


In the following example I'm running the "" script to obtain information about a problematic tenant. We can also delete and recreate a tenant using the post install scripts (be careful deleting..)

[root@clm-aus-123 bin]# tenant/

{"totalSize":1,"data":[{"name":"coffee","domainIdentifier":"","tenantId":"f53893b1d382","databaseName":"ARTenantCoffee","status":"Enabled","overlayGroupId":"f53893b1d382","activationStatus":"Completed"}]}[root@clm-aus-0123 bin]#

[root@clm-aus-123 bin]# tenant/ coffee   


Stopping & Starting the Catalog


We use the "dwpcontroller" script from the $AR_SYSTEM_HOME directory to restart the Platform and Catalog application

This script also restarts the Platform

[root@clm-aus-0123 digitalworkplace]#./dwpcontroller [-u $user_name] [-p $password] <stop|start|restart>


The "start" option calls “/sb/” which does the following:


  • Runs “$AR_SYSTEM_HOME/bin/arsystem start”
  • Checks if the DB/Port is up
  • If the DB is up it calls another script which checks the bundles status
  • If bundles are up another migration script runs which checks the DB to see if anything has changed (such as JARs) and may update a column or add a new table.


logback_server.xml debug


Logging level is controlled within the "logback_server.xml" which is located in the $AR_SYSTEM_HOME/conf directory


Please backup the logback_server.xml before making any changes, XML mistakes may impact the Catalog on start-up.

level=all    Best level of debug but can impact performance



  <appender name="BUNDLE" class="com.bmc.arsys.logging.ReconfigurableRollingFileAppender">








                <triggeringPolicy class="ch.qos.logback.core.rolling.SizeBasedTriggeringPolicy">



                <!-- Extra param to say log file creation at startup -->



                        <pattern>%d{MM-dd HH:mm:ss.SSS} %-4le %c %m%n</pattern>





From 19.02 + you can control Catalog logging from the settings page:


RSSO debug can be written to the bundle log by adding the following lines under the existing bundle section.


   <logger name="com.bmc.rsso" level="DEBUG" additivity="false">

                <appender-ref ref="BUNDLE" />



RSSO logging is enabled by making the following two changed to the  the $AR_SYSTEM_HOME/pluginsvr/log4j_pluginsvr.xml file


<logger name="com.bmc.arsys.pluginsvr">

<level value="debug" />




<priority value ="error" />

<appender-ref ref="PluginLog" />



RSSO Diagnostics


Starting with 19.02 we have a new diagnostic tool which checks RSSO configuration is correct. This tool is located in the $AR_SYSTEM_HOME/sb/configure_rsso directory. To run open the "" script and make sure it's the paths and diagnostic file name is correct:




# Path to Catalog directory.






if [ $# -eq 0 ]; then






if [ "X${JAVA_HOME}" = "X" ]; then






${JAVA_EXEC} -jar ${DIAGNOSTIC_JAR} ${params[*]}


Once run the output should look like this:


[root@clm-aus-123 configure_rsso]# ./

05:13:11.164 -

Common validations:

05:13:11.167 - All RSSO agent jar files are in place in '/opt/bmc/digitalworkplace/deploy' and '/opt/bmc/digitalworkplace/pluginsvr'

05:13:11.167 - All RSSO agent config files are in place in '/opt/bmc/digitalworkplace/conf'

05:13:11.167 - Your RSSO agent version is ''.

05:13:11.167 - It is recommended to have RSSO agent of version '19.5'.

05:13:11.167 - Your RSSO server version is '18.05.00'.

05:13:11.167 - It is recommended to have RSSO server and agent of same version.

05:13:11.167 -

Validating '' file in '/opt/bmc/digitalworkplace/conf':

05:13:11.168 - agent-id is dwpid

05:13:11.168 - Agent id should be the same on all DWP-Catalog nodes

05:13:11.168 - sso-external-url is http://<servername>:8080/rsso

05:13:11.168 - HTTPS is recommended for external URL

05:13:11.168 - sso-service-url is http://<servername>:8080/rsso

05:13:11.168 - http://<servername>:8080/rsso is accessible

05:13:11.169 -

Validating 'rsso.cfg' file in '/opt/bmc/digitalworkplace/conf':

05:13:11.169 - rsso.cfg file is configured correctly


Web Server (Jetty)


Jetty logging can be very useful to capture HTTP traffic and is enabled by un-commenting the following section and changing the log level

       <!-- Jetty Logging - uncomment block if jetty logging is required -->

    <appender name="JettyLog"





                <rollingPolicy class="com.bmc.arsys.logging.StoredRollingPolicy">












                        <pattern>%d{EEE MMM dd HH:mm:ss.SSS yyyy} %m%nopex%n</pattern>



        <logger name="org.eclipse.jetty.server.Server" level="all" additivity="false">


Connector logging


Connector logging is available from 19.02. To enable, change the log level to "all"



        <logger name="com.bmc.myservice.connect.remedy" level="all" additivity="false">

                <appender-ref ref="connect-remedy" />


        <logger name="com.bmc.myservice.connect.commons-ar" level="all" additivity="false">

                <appender-ref ref="connect-remedy" />




Process logging


Backup the logback_server.xml and add the following to the end of the file.

<!-- Process -->

        <appender name="ProcessLogToForm" class="com.bmc.arsys.logging.SubscribableAppender">


        <appender name="ProcessLog" class="com.bmc.arsys.logging.SiftingTenantAppender">

                <appender class="com.bmc.arsys.logging.SuspendableRollingFileAppender">



                        <!-- <param name="Encoding" value="UTF-8" /> -->



                        <rollingPolicy class="com.bmc.arsys.logging.StoredRollingPolicy">















  <logger name="" level="debug"


                <appender-ref ref="ProcessLog" />

                <appender-ref ref="AlwaysOnLog" />

                <appender-ref ref="ProcessLogToForm" />


        <logger name="" level="debug"


                <appender-ref ref="ProcessLog" />

                <appender-ref ref="AlwaysOnLog" />

                <appender-ref ref="ProcessLogToForm" />




                level="debug" additivity="false">

                <appender-ref ref="ProcessLog" />

                <appender-ref ref="AlwaysOnLog" />

                <appender-ref ref="ProcessLogToForm" />


        <logger name="" level="debug"


                <appender-ref ref="ProcessLog" />

                <appender-ref ref="AlwaysOnLog" />

                <appender-ref ref="ProcessLogToForm" />


        <logger name="" level="debug"


                <appender-ref ref="ProcessLog" />

                <appender-ref ref="AlwaysOnLog" />

                <appender-ref ref="ProcessLogToForm" />


        <logger name="" level="debug"


                <appender-ref ref="ProcessLog" />

                <appender-ref ref="AlwaysOnLog" />

                <appender-ref ref="ProcessLogToForm" />


Then log into the mid-tier (Catalog) as dwpadmin and navigate to Sever Information > Log Files and tick "Process Log".

You need to perform an "dwpcontroller stop/start" for the changes to take effect

Startup issues


Navigate to the $AR_SYSTEM_HOME/sb/rxscripts/bin directory and uncomment the following line from the script

#export rx_trace="--trace-ascii ./trace.log"

unset rx_trace


Stop/start the Catalog again and check the trace log for errors.


Catalog Bundle log


Almost every troubleshooting scenario will require analysis of the bundle log. Here's an example of what a "healthy" bundle log looks like.


05-05 15:56:26.419 DEBUG com.bmc.myservice.connectors.service.ConnectorSrvImpl testing URI http://localhost:8008/api/sbe/connect/remedy]

05-05 15:56:26.520 DEBUG com.bmc.myservice.connectors.service.ConnectorSrvImpl connector URIs [http://localhost:8008/api/sbe/connect/baopoc]

com.bmc.myservice.connectors.service.ConnectorSrvImpl connector URIs [http://localhost:8008/api/sbe/connect/ad]


As you can see, DEBUG is enabled and it's constantly looping around checking each connector status. The following example demonstrates how you would use the bundle log to troubleshoot a typical problem.


  • In the screenshot below I have submitted a Service Request in DWP and you can see it's gone into a fault status.





The first step is to open a session in the “$AR_SYSTEM_HOME/db” directory and run a "tail" on the log.

  • [root@clm-aus-0123 db]# tail -f bundle.log

This command gives you a live feed of what's happening within the log.


  • In the example below I can see my Service Request is faulting because a required field is empty...


at sun.reflect.GeneratedMethodAccessor636.invoke(Unknown Source) ~[na:na]

        at sun.reflect.DelegatingMethodAccessorImpl.invoke( ~[na:1.7.0_95]

        at java.lang.reflect.Method.invoke( ~[na:1.7.0_95]

        at com.bmc.myservice.common.util.SrvInterceptor.invoke( ~[com.bmc.myservice.common-1.0.00-SNAPSHOT.jar:1.0.00-SNAPSHOT]

        ... 94 common frames omitted

Caused by: com.bmc.arsys.domain.etc.ARException: ERROR (100): Required Entry ID is empty.; form: rxn:/myit-sb/ServiceRequest

        at com.bmc.arsys.server.domain.validation.EntryValidatorImpl.validateEntryId( ~[na:na]

        at com.bmc.arsys.server.domain.validation.EntryValidatorImpl.validateGetEntry( ~[na:na]

        at com.bmc.arsys.server.domain.validation.handler.EntryValidationHandler.validateGetEntry( ~[na:na]

        at com.bmc.arsys.server.domain.service.impl.EntryServiceImpl.getEntry( ~[na:na]

        at com.bmc.arsys.server.facade.impl.EntryFacadeImpl.getEntry_aroundBody10( ~[na:na]

        at com.bmc.arsys.server.facade.impl.EntryFacadeImpl$ ~[na:na]

  • Here's another example where I submit another Catalog Request from the DWP Client and the bundle log is telling me that I need to define an Work Order Manager on the ITSM side.

Caused by: java.lang.reflect.InvocationTargetException: null

        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[na:1.7.0_95]

        at sun.reflect.NativeMethodAccessorImpl.invoke( ~[na:1.7.0_95]

        at sun.reflect.DelegatingMethodAccessorImpl.invoke( ~[na:1.7.0_95]

        at java.lang.reflect.Method.invoke( ~[na:1.7.0_95]

        at ~[na:na]

        ... 80 common frames omitted

Caused by: com.bmc.myservice.connect.exception.ConnectorException: ERROR (1440853): ; No work order manager group could be found. Manually select a group from the menus. If no group with an individual in the functional role of work order manager is defined, notify your System Administrator.

        at ~[na:na]

        at ~[na:na]

        at ~[na:na]


Most errors are now visible by simply opening the Request from the Console:




Installation and Upgrade


The installation script will inform you if there are any problems. Full details are available within the "arsystem_install" log which is located in the /tmp directory. To obtain a live feed on installation progress, just run a "tail" on the log as follows:


[root@clm-aus-0123 tmp]# tail -1000 /tmp/arsystem_install_log.txt


The following extract is an example of a successful installation.


(Dec 15 2016 03:54:59.677 PM +0530),INFO,com.bmc.install.utility.logging.Log,


  BMC Remedy Action Request System 9.5.00 install succeeded.


(Dec 15 2016 03:54:59.697 PM +0530),INFO,com.bmc.install.product.base.installer.InstallCompletionInstallationTask,

  PROGRESS EVENT {Description=[installCompletion.installCompletion.description],Progress=[100],Detail=[installCompletion.installCompletion.complete]}

(Dec 15 2016 03:54:59.917 PM +0530),CONFIG,com.bmc.install.product.base.project.runner.ProjectRunner,

  LOG EVENT {Description=[COMPLETED InstallationTask],Detail=[com.bmc.install.product.base.installer.InstallCompletionInstallationTask]}

If the installer fails and the arsystem log doesn't identify the root cause, run the uninstall script (make sure you also remove any Catalog DB references if present) and run the script again in verbose mode as follows:

bash -x ./

This command will output a detailed log to the terminal. In the event of a failure the output will stop allowing you to scroll up and identify what was happening at the time.

Please back up the Catalog Databases and file-system before upgrading. In the event you encounter a problem you can quickly roll back and send the logs to BMC Technical Support.

Connector Refresh


There may be occurrences where your connectors are no longer visible in the Console. If this is the case try running the connector refresh script as follows:


[root@clm-aus-0123 rxscripts]# source bin/


./bin/ password


Approvals Integration


The 'MyITSB- Approval' process is responsible for sending the approval request from the Catalog to the ITSM Server. When a Service Request is raised from the DWP Client, the corresponding workflow on the Catalog machine is triggered which in-turn calls 'Request Approval' which communicates with the AR Server



As a first step we would enable filter/API logging on the ITSM Server before reproducing the problem and we'll be able to follow the process flow within the log file. The next step would be to open the "SB:ServiceRequestStub" form on the ITSM Server and check the “Error Message” box. In the example below it's complaining about a timeout to the Catalog Server.


Make sure the "SB:LocalApprovalConfiguration" & "SB:RemoteApprovalConfiguration" Approval forms on the ITSM AR Servers have the correct information.

Once the Request has been approved by the manager, remedy workflow kicks in and attempts to send the data back to the Catalog via the "remoteaction.bat" file. This file along with the contents of the "remoteaction" directory are implemented by the Integration Server Patch.


Make sure the remoteaction script/batch file has the correct Java path

If the Approval status isn't being sent back to the Catalog, enable filter/API logging. You should be able to see the "remoteaction" command attempting to send the data back via the workflow. There is also a "remoteaction" log file (enabled in the logback_remoteaction file) which will allow you to track the status transmission back to the Catalog.



ITSM Integration


The following illustration depicts the process flow when submitting a request from DWP. As both Approvals and ITSM use a combination of the remoteaction.xml and associated JAR files in combination with remedy workflow, we will use the same troubleshooting methodology as above for Approvals.



The "Status Change" filters have changed names over the releases...


Browser Tools


Once Developer Mode (F12) is enabled check the network tab response and look for any exceptions. The screenshot below illustrates how I've captured the root cause of a problem by simply clicking on the REST call and selecting the response.



Ensure the DWP Catalog is reachable and the fully qualified domain name is being used.


Don't forget, the users must exist in both the user form on the Catalog Server (which is populated via the sync script) and CTM:People form within ITSM


DWP Client Catalog Debug


Open the logback-dwp.xml from the "/opt/apache/tomcat8.x/external-conf" directory and change these two extracts.


  <!--Logging of DWP Catalog -->

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


  <!--Optional DWP Catalog logger-->

  <if condition='${LOG_DWP_CATALOG}'>


      <logger name="" level="debug" >

        <appender-ref ref="DWP_CATALOG_FILE"/>


      <logger name="" level="debug" >

        <appender-ref ref="DWP_CATALOG_FILE"/>


      <logger name="" level="debug" >

        <appender-ref ref="DWP_CATALOG_FILE"/>





After the scan period of 60 seconds a new log file (dwp-catalog.log) will be created in the DWP/Logs directory.

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