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BMC Helix Business Workflows for a line of business

BMC Helix Business Workflows is a single application that can be used to manage cases related to multiple lines of business such as facilities, travel, legal, and so on. The requirement of each line of business is unique and BMC Helix Business Workflows gives you the flexibility to customize the flow of cases according to the business needs. A case business analyst performs a one-time activity of defining Flowsets for the required lines of business. When defining the Flowset, the case business analyst selects the categorizations, processes, and functions, and then associates a case template to the Flowset. Flowsets include customized processes for initialization, validation, status transition, auto-assignment, approval, notification, data access permission, and activity update by users. The appropriate Flowset is applied to a case based on the case template. 

Process to use Flowsets for a line of business

The following figure explains the process to use flowsets for a line of business: 

For more information about configuring flowsets, see Creating a Flowset for a line of business.

The following sections explain the concepts related to Flowsets:

Flowsets

Flowsets are ways to define the flow of a case related to a particular line of business. The appropriate Flowset is triggered based on the case template. For example, the facilities Flowset is triggered when a case is created by using the facilities case template. 

The following figure gives an example of a Flowset for facilities management and the associated categorizations and processes:

Functions

Functions are the typical developmental stages of a case lifecycle. BMC Helix Business Workflows provides the following functions for which you can create and configure processes for their line of business:

FunctionThis function is triggered...
Initialization When a case is created or updated.
ValidationWhen a case is created or updated.
In this process, the case record data and the business logic defined for the process is validated. A case business analyst can use this function to overwrite or extend the existing validation process or create a custom validation process.
AssignmentWhen a case is assigned to an assignee or a support group.
Status transition When the case status changes.
Approval When actions performed on the case require approval.
A case business analyst can overwrite or extend the existing approval process or create a custom approval process.
NotificationWhen notifications are sent for different case events.
A case business analyst can configure a custom process to send additional notifications.
Data Access Permission
When a case is created or updated.
A case business anaylst can provide additional users access to the case record data.
Activity Update by Users

When notes related to the following events are added into the case:

  • Email—Notes related to case creation or updation via an email.
  • BMC Helix Digital Workplace Advanced—Notes added to a case via
    BMC Helix Digital Workplace Advanced.
  • Case agent—Note added to the activity feed by a case agent.

When a Flowset is triggered, the custom processes associated with these functions take precedence over the default processes. 

Process library

The process library is a respository of processes created for a Flowset. For example, the processes for validation, status transition, assignment, approval, and so on for facilities are registered in the process library. A process can be used with a Flowset only if it is registered with a company in the processs library.

The following figure gives an example of a process library for Facilities:

Example of using Flowsets for different lines of business

On a shared system, two tenants—Tenant A and Tenant B want to use BMC Helix Business Workflows to manage cases related to Facilities management and Legal management. The status, assignment, approval, notifications message, and other functions of facilities and legal cases differ from each other for both the tenants. A case business analyst must define a Flowset each for Facilities management and Legal management. 

In the following example, when a case is created, the appropriate Flowset is triggered based on the company and the case template:

   

                                           

                                                       

The following video (6:15) explains the basic concepts of Flowset and how to define a Flowset:

 https://youtu.be/h_AAqKcbTyI

Related topics

Creating a Flowset for a line of business

Defining the application business logic through processes

Process designer elements

Categorization data


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