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.



Adding dynamic fields and dynamic groups for storing additional case information

As a case business analyst, you can add dynamic fields  and dynamic groups to a case or task template to get additional information related to a case or task. These dynamic fields and groups are displayed to the case agent when they create a case or task by using the templates. Dynamic fields enable agents to gather and store additional case related information. Dynamic groups help case agents to categorize dynamic fields and view them 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 field group based on the employee's response.

You can add new dynamic fields and groups in a case or task template by using the following ways:

  • Add new fields and groups to common location dynamic field library and dynamic group library, and use them in case or task template.
  • Add new fields and groups in a case or task template directly.
    When you add a new dynamic field in a case or task template, the field is added to the dynamic field library automatically. However, when you add a new dynamic group in a case or task template, by default, the group is not added to the dynamic group library.

To designate dynamic fields as confidential so that users' sensitive and personal data is classified as confidential, see Identifying and protecting users' confidential data.

To add a dynamic field to the dynamic field library

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings.
  3. Navigate to Application Configuration > Dynamic Field Library
  4. On the Dynamic Field Library page, click Dynamic Field.
  5. On the Create Dynamic Field dialog box, complete the details as described in the following table:

    FieldDescription
    Field NameEnter a name for the dynamic field. The name must be unique for every field. Note: Do not use parenthesis () in the name of the dynamic field.
    Field Description

    Click Localize to enter a field description. 
    On the Localize Value page, enter the values for Default Locale and other locales. The value added for the Default Locale option is displayed as the field description.
    When you create a case, the system automatically displays the value entered for the locale related to the region where you have logged in.

    Required

    Select Required  to make the response to the dynamic field mandatory.

    StatusSelect a status from the list. The list displays two optionsActive or InActive.
    If the dynamic field is set to the InActive status, on the case or task template page, you cannot view the dynamic field when you click the Manage Dynamic Fields option.
    Field Value TypeSelect the type of the dynamic field from the list.
    The field values support all value types except multi-select and radio button types.
    Information SourceSelect the source from which you want to collect the response for the dynamic field associated with a case.
    You can choose one of the following sources from the list:
    • RequesterA requester provides responses for the dynamic field while requesting a service.
    • AgentA case agent provides responses as required while working on a case.
    • Task AssigneeA Task assignee provides responses when executing a task associated with the case.
    • SystemSelect this option when you want an automated task to populate the information and no intervention from users.
    Confidential

    Select the Confidential toggle key to mark the dynamic field as confidential.

  6. Click Save.

    Notes

    • You can edit an existing dynamic field by clicking the dynamic field and updating the RequiredStatus, and Information Source fields.
    • You cannot edit the Field Name, Field Description, and Field Value Type fields.

To add a dynamic field to a case template or task template

  1. Log in to BMC Helix Business Workflows.

  2. Click Settings .

  3. To add a dynamic field to a template, perform one of the following steps:

    • To add a dynamic field to a case template, select Case Management > Case Templates.

    • To add a dynamic field to a task template, select Task Management > Task Templates.

  4. From the template details page, open the required template from the list. You can edit templates that are in the Draft status.

  5. On the template details page, click Manage Dynamic Fields

    Do not use parenthesis () in the name of the dynamic field.

  6. Click Add Dynamic Field >New Field.

  7. Specify the details like Field DescriptionField Name, and complete the additional details as described in the following table:

    Field

    Action

    Field Value Type

    Select the dynamic field type from the list. 

    Note: Multi-select and Radio button field types are not supported.

    Information Source

    Choose one of the following sources from the list to provide dynamic field data:

    • Requester—A requester provides responses to the case agent and the case agent updates the dynamic field data while creating a case.

    • Agent—A case agent updates the dynamic field data while working on a case.

    • Task Assignee—A task assignee updates the dynamic field data while running a task associated with the case.

    • System—Select this option when you want an automated task to populate the information and no intervention from users.

    When a case is created the dynamic field data is displayed on the case details page. However, the source who has updated the dynamic field data is not displayed on the case details page.

    Note: The dynamic fields associated to a case are visible to everyone who has access to the case.

    Required

    To make the response to the dynamic field mandatory while creating a case, select Required .

    Accept

    To add the dynamic field to the field library, select Accept .

    Confidential

    Select the Confidential toggle key to mark the dynamic field as confidential.

  8. Click Save.

    Notes

    • When editing a dynamic field from within a template, you can only edit the Information Source and Required fields.
      To update other details of a dynamic field edit the dynamic field in the dynamic field library.

    • You cannot edit the Field Value Type value of a dynamic field.
    • Changes made to the dynamic field in the Dynamic Field Library after it is added to a template are not reflected in the existing template.

    • When you create a case by using a case template, the case displays the description of the dynamic fields associated to the case template as well as the task template. If a dynamic field is associated with both the case template and the task template, the field is shared as a common field for the case. Any changes made to the value of the dynamic field either in the case or in the task are applicable to both the case and the task.

To add a dynamic field to a case template from BMC Helix Digital Workplace Advanced

While submitting a request by using BMC Helix Digital Workplace Advanced, a requester provides answers to the questionnaire available for that request. A corresponding case is created in BMC Helix Business Workflows for the request. After the case is created, the questions from the questionnaire which the requester has answered and the answers to the questions are displayed on the case details page as dynamic fields and their responses. For more information about submitting a request by using BMC Helix Digital Workplace Advanced, see Enabling users to submit requests in BMC Helix Digital Workplace Advanced.

A case template used for creating the case also displays the dynamic fields. To associate these dynamic fields to the case template, as a case business analyst, you must approve them from the case template page. After approving, the dynamic fields are added to the dynamic field library.

To add a dynamic field to a case template, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings.
  3. Select Case Management > Case Templates.
  4. From the Case Templates page, open the required case template. Ensure that the case template is not in the Active status.
  5. On the case template page, click Manage Dynamic Fields.

  6. On the Manage Dynamic Fields dialog box, select the required dynamic field associated with BMC Helix Digital Workplace Advanced from the list.

  7. Edit Field NameField Description, and Field Value Type.

    Note

    By default, the Information Source field is set to Requester and you cannot edit it.

  8. To make the dynamic field mandatory, click Required .

  9. To add the dynamic field to the case template, click Approved .
  10. To make the dynamic field confidential, click the Confidential toggle key .
  11. Click Save.

Notes

  • You cannot edit the Field NameField DescriptionRequired fields after you approve a dynamic field.
  • A dynamic field added to a case template is displayed while creating a case using that case template.
  • If you add a dynamic field that was created by a BMC Helix Digital Workplace Advanced request to a dynamic group in a case template, you might encounter the following issues when the BMC Helix Digital Workplace Advanced request is resubmitted. These issues occur in the case corresponding to the request.

    • The dynamic field appears as a separate field with new values.

    • The dynamic field in the dynamic group displays null value.

To add a dynamic group to the dynamic group library

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings.
  3. Select Application Configuration > Dynamic Group Library
  4. On the Dynamic Group Library page, click Dynamic Group.
  5. On the Create Group dialog box, perform the actions as described in the following table:

    Field

    Action

    Group NameEnter a name for the dynamic group. The name must be unique for every group.
    Note
    : Do not use a dot (.) in the name of the dynamic group.
    Display Label
    1. To enter a label for a group, click Localize.
    2. On the Localize Value page, enter the values for Default Locale and other locales.
      The value added for the Default Locale option is displayed as a label.

      When you create a case, the system automatically displays the value entered for the locale related to the region where you have logged in.
    StatusSelect a status from the list. The list displays the following options:
    • Active—Select this status to make the group available in a case template or task template.
    • InActive—Select this status if you do not want to display the group in a case template or task template.
      If the dynamic group is set to the InActive status, on the case or task template page, you cannot view the dynamic group when you click the Manage Dynamic Fields option.
  6. To add a new dynamic field to the group, click +Dynamic Field, and specify the values for the dynamic field.
  7. To add an existing dynamic field to the group, in the Available Dynamic Fields section, search for the dynamic field, and drag the field to the group.
  8. To change the order of a dynamic field in the group, drag the field to the desired location.
  9. Click Save.

To add a dynamic group to a case template or task template

  1. Log in to BMC Helix Business Workflows.

  2. Click Settings .

  3. To add a dynamic group to a template, perform one of the following steps:

    • To add a dynamic group to a case template, select Case Management > Case Templates.

    • To add a dynamic group to a task template, select Task Management > Task Templates.

  4. From the template details page, open the required template from the list.

    You can edit templates that are in the Draft status.

  5. On the template details page, click Manage Dynamic Fields.

  6. On the Manage Dynamic Fields dialog box, click +Dynamic Group, complete the following fields, and click Save.

    FieldDescription
    Group NameEnter a name for the dynamic group. The name must be unique for every group.
    Note
    : Do not use a dot (.) in the name of the dynamic group.
    Group Display LabelEnter a label for the dynamic group.
    ActiveSelect this option to display the group while creating a case.
    Publish in LibrarySelect this option to publish the group to the dynamic group library so that you can use the group in other case templates.
    If you do not select this option, the group is only available for the case template in which you create the group.


  7. On the Manage Dynamic Fields dialog box, expand the dynamic group, and add dynamic fields to the group by using any of the following ways:

    • To add a new dynamic field to the group, click +Dynamic Field, and specify the values for the dynamic field.
    • To add an existing dynamic field to the group, in the Available Dynamic Fields section, search for the dynamic field, and drag and drop the field to the group.
  8. To change the order of a dynamic field in the group, drag the field to the desired location.
  9. Click Save.

To use the template in which you add dynamic groups, you must change the status of the template to Active.

Related topics

Creating case templates and task templates

Automating tasks for quicker case resolution


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