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19.08 enhancements

This topic provides information about the enhancements in BMC Helix Business Workflows.

Enhanced auditing capabilities for cases and tasks

Case agents can track the activities performed on cases and tasks at a single place, the Activity tab. A case agent can access the Activity tab of a case or task, and view the updates such as status changes, assignment changes, number of views per user, access to confidential data, priority changes, and so on. To view specific updates, case agents can filter the activity logs by using the available filters.

Auditors can use the following activity reports to get the sequence of events a case or a task has undergone:

  • Case Audit TrailShows all the activities performed on a case and on the tasks in the case.
  • Case Reopen Details—Shows a list of all the reopened cases with details.

For more information about the case reports and how to view the case activities, see Case reports and Viewing case activities and adding activity notes.

View and add related cases and people from within a case

As a case agent, you can view and access related cases from the case details screen. You can add related people to the case and access the person profile to view additional details about the person. Relationship types defined for the related cases and people help identify how they are related to the case, for example, Parent—Child relation between cases. 

For more information about relating a case or person to a case, see Relating cases, knowledge articles, and related users to cases.

If a relationship type is not available out-of-the-box, a case business analyst can add a new relationship type. For more information about adding a relationship type, see Adding a relationship type for users or cases.

Add relationships to related cases and persons

As a case agent, to better identify how a case or person is related to a case, add a relationship when relating the case or person to the case. If other agents view or work on the case, they know why a user has been associated to the case, or a case is associated to the case. If the required relationship type is not available out-of-the-box, a case business analyst can add a new relationship type while associating the case or user. 

Empowering users to digitally sign documents by using Adobe Sign

For cases that required documents to be digitally signed, BMC Helix Business Workflows provides enables orgnaizations to integrate with Adobe Sign. Users can digitally sign documents related to a case by using Adobe Sign, just by clicking an email link. The signed documents are then stored within the case. 

As an Administrator configure BMC Helix Business Workflows and Adobe Sign accounts to enable digital signing of documents attached to a case. As a case business analyst, define the automated task to automatically send notifications to users to digitally sign the documents attached to a case and store the digitally signed documents. As a case agent, when you create a case, add the automated task to the case, and provide the required values like email IDs of users who need to sign the document. When you upload the document to the case, the users who need to sign the document are notified via an email that also includes a link to the document to sign. When users sign the documents, the signed documents are stored in the case. 

For more information about how to configure BMC Helix Business Workflows with Adobe Sign, see Enabling users to electronically sign documents.

Enhanced user efficiency: Multiple case assignment, watchlist and activity notes template

Case manager and case agents can complete their tasks quickly by using simplified features such as assigning multiple cases at a time, adding cases to the watchlist to receive case update notifications, and using templates for adding activity notes. 

The following table describes the new features for enhanced agent productivity in detail:


Watchlist for receiving case update notifications

As a case agent or a case manager, you can add a case to the watchlist to receive updates about status or assignment changes to the case. While adding a case to a watchlist, you can select the updates for which you want to receive notifications. Whenever a case is updated, you receive an email, an alert, or both, based on your notification configuration. The following figure shows the option to define the watchlist:

For more information, see Defining watchlists to receive notifications about case updates.

Reassignment of multiple cases

Case agents and case managers can reassign multiple cases to a support group or a case agent in bulk instead of changing assignments for each case. This increases productivity of resources. The following figure shows the option to reassign multiple cases:

For more information, see Reassigning cases.

Templates for adding activity notes

Case business analysts can create activity note templates so that case agents can use these templates while adding activity notes to a case, task, knowledge article, or people profile. Activity note templates help case agents to quickly create notes in a structured format and have standard communication. The following figure shows the option to select an activity note template:

For more information, see Creating activity note templates.

Enhancements to the people profile

The enhanced people profile enables BMC Helix Business Workflows users to view a user's information in a single screen, and add notes for the user. The following information is displayed on the profile:

  • User's employment details, access details, organizational information, and contact details.
  • Details of cases and users related to the user along with the relationship type to easily identify how they are related to the user.
  • Your activity history when viewing your own profile.

Create custom label or case sources

Case business analysts can create sources to define the channel that a requester uses to raise a request such as Phone, Email, Walk by, Portal, and so on. While creating cases, case agents can select these custom case sources to define how a case is requested. Case sources help to identify how many cases are requested through various channels.

Cases business analysts can create labels that define a tag for cases, tasks, case templates, task templates, service target configurations, document templates, activity note templates, notification templates, email templates, case audit mappings, assignment mappings, and approval configurations. Case agents can select these custom labels while creating cases, tasks, templates, and so on. Labels help case agents to sort cases, tasks, templates, and mapping based on a tag.

For more information, see Adding custom selections to label or case source menus.

Accurate service target measurements by defining business time segments

As a case business analyst, you can define business time segments to define available and unavailable time. You associate the time segments to a shared entity configuration, that is associated to a service target configuration. When calculating the service target that has a business entity associated to it, only the available time defined in the time segments is considered. Unavailable time segments like holidays or non-working days are not considered, providing an accurate service target based on the working days and hours of an organization.

For more information about configuring service level targets and use time segments, see Configuring service targets for tracking case progress.

View the source of a notification message

As a case business analyst, you can add a link to the notification source in an alert or email notification such as case status change, task status change, assignment change, and so on. You can add links that navigate to a case, task, knowledge article, and so on. This helps the notification recipients to quickly navigate to the source of the notification.

The following figure represents the changes to a case assignment alert notification:

For more information about adding links to the source of a notification, see Creating notification events and templates and Creating email and acknowledgment templates.

Approve cases through emails

Case business analysts can configure email-based notifications for case approvals so that the approvers receive an email notification for every new approval request. Approvers can quickly approve, reject, or hold the requests through email notifications. They need not access the Approval Console to perform these actions and can meet their business needs easily.

The following figure shows an email notification that the approver receives for a new approval request:

After approving the request, the approver receives a confirmation message. The following figure shows an email notification with a confirmation message:

For more information, see Creating approval notifications.

Changes in this release

After BMC upgrades your BMC Helix Business Workflows environment, consider the following post-upgrade changes:

  • The History tab in a case details page is deprecated. You can now view the case history and activities performed on a case on the Activity tab of a case.
  • The Case Audit Trail report, in addition to the case history now shows all the activities performed on a case and tasks in the case.

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