This documentation supports the 20.08 and consecutive patch 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 architecture

BMC Helix Business Workflows is a cloud-native, case management solution for lines of business. The solution enables organizations to define and automate case resolution through workflows, offers a service catalog to end users, and manages and resolves cases across lines of business.

The following image shows the architecture of BMC Helix Business Workflows:

The architecture for BMC Helix Business Workflows consists of the following components:


BMC Helix Digital Workplace Open link

BMC Helix Digital Workplace Advanced is a modern, self-service application that uses location, roles, and preferences to guide employees to the answers, service, and resources they need to be more productive. It enables interaction with an intuitive, user-centric, self-service portal that allows users to contact the service desk and track existing requests via collaborative timeline.

BMC Helix IT Service Management Open link

The Remedy IT Service Management Suite is used to manage people data for BMC Helix Business Workflows.

Live Chat Open link

Live Chat Open link is used to assist users to resolve their requests through chats.

You can upload existing Foundation data from your existing BMC Remedy IT Service Management (ITSM) system, or you can upload fresh data into Remedy ITSM Suite and sync it with BMC Helix Innovation Studio.

Remedy Action Request System Open link (Remedy AR System)

Remedy AR System enables you to automate many business processes without learning a programming language or complex development tools.

You can configure BMC Helix Business Workflows to automatically create cases when emails are sent to request for services.


BMC Helix Business Workflows leverages the BMC Helix Platform Cognitive Service to take the advantage of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case.

Knowledge ManagementA framework for creating, publishing, reviewing, and searching knowledge articles, to provide agents with a knowledge base of easy-to-find solutions and to provide self-service search options.

Notifications in BMC Helix Business Workflows provide real-time notifications, flexibility to add recipients, and ability to record details.

Case approvals

Task approvals

Knowledge article approvals

In BMC Helix Business Workflows, approvals can be configured for cases, tasks, and knowledge articles to move through the lifecycle of the records.


In BMC Helix Business Workflows, case reports, knowledge management reports, and service level management reports to help monitor the progress of cases and knowledge articles.

BMC Helix Platform Open link

BMC Helix Platform is a platform that helps you to create and automate business processes for BMC Helix Business Workflows without learning a programming language or complex development tools.

BMC Helix Integration Service Open link

With  BMC Helix Integration Service Open link , you can design and automate event-driven tasks across applications.

BMC Helix Chatbot Open link

A conversational interface that communicates with the user in a natural language to create service requests or cases, check the status of service requests, or search for knowledge articles.

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