This documentation supports the 20.08 and 20.08.01 versions of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



BMC Helix Business Workflows application configurations

As a case business analyst, you can modify the application-specific configurations for BMC Helix Business Workflows and change the settings to suit the business requirements. You can modify the settings based on a specific company, such as Calbro Services, or apply the changes globally to all companies in your setup. Any value that you configure for a specific company overrides the setting that is applied globally.

The following table lists the application configurations that are available in BMC Helix Business Workflows:

Parameter

Description

Reference

NEXT_REVIEW_PERIODDefine the time for a periodic review of knowledge articles.Defining the periodic review duration for published knowledge articles

IDENTITY_VALIDATION

Enable the validity of a requester before creating a case.

Enabling requester identity validation

INDIVIDUAL_ASSIGNMENT_METHODEnable automatic case assignment.Creating case templates and task templates
CASE_REOPEN_TIMELINE_IN_DAYSSpecify the number of days after which a case can be reopened after it is closedCreating case templates and task templates

HIDE_AGENT_NAME_FROM_REQUESTER

AGENT_NAME_ALIAS

Protect privacy by hiding the agent name in the service request in BMC Helix Digital Workplace Advanced and chats.

Anonymizing agent names to ensure agents privacy
ADD_VIEW_COUNT_TO_CASE_ACTIVITYProtect privacy of case agents by disabling the tracking and displaying of case view counts in activity notes.Hiding case view counts from activity notes for privacy
CREATE_SERVICE_REQUEST

Enable automatic case creation of a service request in BMC Helix Digital Workplace Advanced for a case.

Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases

ADD_DWP_SURVEY_ON_CASE

Enable the display of survey feedback for BMC Helix Digital Workplace Advanced service requests in BMC Helix Business Workflows

Enabling the display of survey feedback from BMC Helix Digital Workplace Advanced

RESOLVE_CASE_ON_LAST_TASK_COMPLETIONAutomatically resolve a case that is created by using the case template after the completion of the last task in the case.Creating case templates and task templates
UPDATE_PARENT_ON_NEW_ACTIVITYTrack activity updates in cases and knowledge articles.Tracking activity updates in cases and knowledge articles

ZONE_ID

DATE_FORMAT

DATE_TIME_FORMAT

Set up the time zone, and date and time format that will be displayed in PDF files.Setting up time zone, and date and time format for PDF files
AUTOMATED_TASK_FAILURE_NEXT_ACTIONConfigure the next action that should occur when an automated task fails.Configuring the next action for an automated task failure

RESOLUTION_CODE_MANDATORY

RESOLUTION_DESCRIPTION_MANDATORY

Make the resolution code and resolution description mandatory when a case is resolved so that the case is linked to appropriate knowledge articles that can be used for reference.Enabling mandatory resolution codes and description for cases

USE_SUMMARIZATION_SERVICE

MIN_LINES_FOR_SUMMARIZATION

Enable the use of the summarization service to create a case from the summary of the chats that are used to create requests.Using summarization service and defining the minimum number of summary lines
LIST_OF_EMAIL_PROFILESView the email profile that is available for use with lines of business in your setup. Email profiles are configured before you define lines of business. The default profile is already configured in this setting. Administrators or case business analysts do not need to use this setting.

Configuring email profiles and templates

Defining your line of business: 20.08.01 and later



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