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_PERIOD | Define 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. | |
| INDIVIDUAL_ASSIGNMENT_METHOD | Enable automatic case assignment. | Creating case templates and task templates |
| CASE_REOPEN_TIMELINE_IN_DAYS | Specify the number of days after which a case can be reopened after it is closed | Creating 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_ACTIVITY | Protect 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_COMPLETION | Automatically 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_ACTIVITY | Track 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_ACTION | Configure 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_PROFILES | View 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. |
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