Digital Workplace(DWP) Service Requests

BMC Helix SDIM is certified for BMC Helix ITSM version 21.3 and now supports Digital Workplace (DWP) Service Request.

Prerequisites

For more information on the BMC Helix Digital Workplace Catalog REST APIs, see the Endpoints in the BMC Helix Digital Workplace Catalog REST API page.

• Create a Service Request Definition / Catalog or use an existing one, create a Workflow, and create a Questionnaire based on the workflow as a part of Service Request Definition.

• Create a dummy Service Request to get the IDs of the questionnaire associated with a particular ServiceId.

• Execute the following REST APIs to get the values for the Service Request Payload:

  • Use the following API to fetch the serviceId (service/definition IDs) in the BMC Helix ITSM 21.3 environment:

    GET https://{{server}}/api/myit-sb/services, where myit-sb is the default scope.

  • Use the following API to initiate a Service Request:

    POST https://{{server}}/api/myit-sb/requests, where myit-sb is the default scope.

    Request Body:

    Copy

    {
        "serviceId": "<Service Definition ID>",
        "requestForUserIds": [
            "User ID"
        ]
    }

  • The Service request Id received in "Get Services List" API should be added as "serviceId" in "Initiate a Service Request" API.

    GET https://{{server}}/api/myit-sb/requests/<Request ID>/questionnaire. The response contains the question IDs, type, and label. This provides the details for the service request payload.