This documentation supports the 19.11 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.08 from the Product version menu.

19.11 enhancements

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

Live chat with users to resolve user issues faster

As a case agent, you can act as a Live agent and use the Live Chat interface to participate in chat sessions. Case agents can assist users to resolve questions and create cases directly from a chat. 

If a user is interacting with BMC Helix Chatbot and BMC Helix Chatbot cannot provide sufficient information to resolve the user issue, it is now possible to route the user to an agent through Live Chat in BMC Helix Business Workflows. The Live Chat option enables you to view the summary of conversation between the user and BMC Helix Chatbot, participate in a chat session, understand the user issue through chats, create a case based on the session, and resolve the user issue. The following figure shows a chat session:

For information about how to integrate BMC Helix Business Workflows with Live Chat and how to assist user by using the Live Chat option, see Configuring BMC Helix Business Workflows to work with Live Chat and Assisting users by using Live Chat.

Categorize resolved cases to gain insights and report on the resolution process

As a case business analyst, define case resolution codes to enable documentation and reporting on various types of case resolutions. In a case template, you can make it mandatory for case agents to provide a resolution code and a resolution description before resolving a case.

The following figure shows an example of providing the resolution code and description while resolving a case:

Automate case status transitions for quicker case resolution

As a case business analyst, you can configure the status of cases to update automatically. Automatic case status updates help you to reduce case agents' effort, eliminate human errors, and provide quicker case resolution. While configuring a case status transition, you can define the criteria to trigger the configuration, time interval after which you want to activate the configuration, and the status to which you want to transition. When the criteria to trigger the configuration is met, the status of the case specified in the configuration is updated automatically. The following figure shows the option to add automatic case status transition configuration:

For more information about how to configure automatic case status transitions, see Automatically changing case status.

Automatically notify users by using annotations when adding updates in the case Activity feed

While adding activity notes to a case, you can use @<Name> annotation to automatically notify the user about the update added to the case. After you post the note, the user you tag receives an email, an alert, or both, based on the notification configuration in Foundation data. The following figure shows an example of using annotations in an activity note:

For information about adding activity notes to a case, see Viewing case activities and adding activity notes.

Enhancements to data permissions for enhanced security

The following changes were made to the default access provided to various roles in BMC Helix Business Workflows:

  • As a case manager, you have read-only access to certain BMC Helix Business Workflows configuration data.  
  • Based on your functional role, some options or buttons on the user interface might be dimmed if you do not have permissions to access them.

For more information about case manager permissions, see Responsibilities and permissions of a Case Manager.

Create service requests in BMC Helix Digital Workplace Advanced from BMC Helix Business Workflows

A tenant administrator can configure settings to automatically create a corresponding service request in BMC Helix Digital Workplace Advanced for a BMC Helix Business Workflows case. Users have a consistent experience of tracking the status of the case in BMC Helix Digital Workplace Advanced, leading to reduced support calls and emails.

A generic service request is created in BMC Helix Digital Workplace Advanced that includes the status of the case, date and time of the case, details of the requester, and comments that are added to the case. Users also receive emails when comments are added to the case in BMC Helix Business Workflows.

The following image shows the service request that is created from a case in BMC Helix Business Workflows with the Created from BWF tag.

For more information, see Enabling BMC Helix Business Workflows to create service requests in BMC Helix Digital Workplace Advanced.

Use dynamic groups in templates for categorizing dynamic fields

As a case business analyst, you can add dynamic groups to a case or task template. Dynamic groups help you to categorize dynamic fields and view the dynamic fields in an organized manner.

For example, an employee wants to apply for Paid Time Off (PTO). A case business analyst creates a dynamic field group PTO details in the Apply PTO case template. The case business analyst adds dynamic fields such as PTO start date and PTO end date in the group. The case agent creates a case for the employee by using the Apply PTO template. While creating the case, the agent updates the dynamic fields in the PTO details dynamic group based on the employee's response.

For more information about how to add dynamic groups in a case or task template, see Adding dynamic fields for storing additional case information.

Changes in this release

After BMC upgrades your  environment, the following post-upgrade change takes effect:

Knowledge sets permissions are not inherited from parent knowledge sets. You can define read and write permissions on the knowledge sets. The permissions defined on the knowledge sets are applied to the knowledge article templates and knowledge articles.

If you have knowledge sets created by using parent knowledge sets in BMC Helix Business Workflows version earlier to 19.11, your knowledge sets are valid in BMC Helix Business Workflows 19.11 and you can continue your work with such knowledge sets.

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