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Digital Workplace

24 Posts authored by: John Gallagher Moderator
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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

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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

 

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                                                                  

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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.

 

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                                                                              

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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.

 

 

Compatibility

 

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.

 

Action
Purpose
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.   

 

Compatibility

 

 

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*

 

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

 

 

Branding*

Search filter names

 

Rebrand results filter tabs.

 

New filters are immediately visible on search.

 

 

Android

 

Customize the client without coding ability.

 

 

 

 

Compatibility

 

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.

Rebranding

 

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.

Compatibility

 

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.

 

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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.

 

 

Multi-language

 

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.

 

 

Compatibility

 

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

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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.

ActionsQuestion.PNG

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.

 

Profile.png

 

  • 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.

 

Compatibility

 

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.

 

 

Approvals

 

 

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

 

Identifiers

 

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.

 

Entitlements

 

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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Architecture

 

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.

 

Troubleshooting

 

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 "connect.properties" 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.

 

iOSCert.PNG

 

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.

 

Token.PNG

 

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 connect.properties 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 gateway.push.apple.com 2195

Trying 17.188.148.30...

Connected to gateway.push.apple.com.

Escape character is '^]'.

...and the same for Android.

[root@clm-aus-018772 ~]# telnet android.googleapis.com 443

Trying 74.125.30.95...

Connected to android.googleapis.com.

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 MyIT.app/

 

Executable=/Users/myuser/Desktop/dwp_myuser 2017-07-27 13-48-51/Payload/MyIT.app/MyIT 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 "connect.properties" 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"/>

</logger>

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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