Integrating Smart IT with BMC Helix Digital Workplace Catalog service request - Documentation for BMC Helix ITSM: Smart IT 22.1

Smart IT agent can search and view BMC Helix Digital Workplace requests in Smart IT from the following features:

Global Search: You can see BMC Helix Digital Workplace Catalogs service requests in a separate panel under the Tickets & Knowledge, Tickets, and ALL sections. You can also select the Digital Workplace Request option from the Filter to display BMC Helix Digital Workplace service requests. Currently, the Create Date and the Company options are not supported as search parameter and only the Last Modified Date is supported for this selection. 

Smart Recorder: Once the Customer is selected, the Open and Resolved BMC Helix Digital Workplace requests that were submitted for the customer are displayed. 

Submit a service request: Agents can submit a service request in BMC Helix Digital Workplace Catalog in Smart Recorder.

My Profile: From the logged in user's profile, you can see the open BMC Helix Digital Workplace service requests in a separate section.

Note: The BMC Helix Digital Workplace requests do not appear in Smart IT Ticket Console.