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.



Catalog

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BMC Helix Digital Workplace Catalog is an enterprise app store solution designed to be the center of your digital workplace. Through a single administration dashboard, different departments in an organization can aggregate, manage, deliver, and track hardware, software, and services from multiple cloud-based and on-premises sources.

For BMC Helix Business Workflows, BMC Helix Digital Workplace Catalog is a single place for case catalog administrators to create, maintain, and track services for different departments like HR, Finance, Facilities, and so on. It also enables case catalog administrators to create questionnaires to define the information that employees should provide while requesting for a service.

Note

The minimum version required for BMC Helix Digital Workplace Advanced is 18.08.

Relationship between a case and service request

From BMC Helix Business Workflows, a Case Catalog Administrator can directly access BMC Helix Digital Workplace Catalog and create services that are specific to BMC Helix Business Workflows. When employees of a company request these services from the BMC Helix Digital Workplace Advanced client application, corresponding cases are created automatically in BMC Helix Business Workflows. The information from service requests is displayed in the corresponding case. If a service request contains an attachment, it is displayed on the Attachments pane in the corresponding case.

Communication between a case agent and an employee

The bi-directional communication enables case agents and employees to share the latest information about a request that is visible in both service request and case. Case agents can post comments on cases and employees can post comments service requests.

A case agent can view the employee comments, with attachments, if any, in the activity feed of a case. In a service request, an employee can view the status updates of a case or public comments that a case agent posts in a case.

Updates to a service request based on the case status

The following table provides the out-of-the-box mappings between case and service request statuses:

Case statusService Request status
  • New
  • Assigned
  • In Progress
In Progress
PendingPending
ResolvedResolved
CanceledCanceled
ClosedClosed

When a service request is canceled, the corresponding case is also canceled.

A case catalog administrator cannot modify the out-of-the-box status mappings.

Overview of Catalog

The following figure explains how various concepts of the BMC Helix Digital Workplace Catalog lead to a case creation from a service request:


The following table describes the concepts that are related to BMC Helix Digital Workplace Catalog:

ConceptDescriptionReference
Connector

Connects BMC Helix Digital Workplace Advanced with BMC Helix Business Workflows to ensure that whenever an employee submits a request, a corresponding case is created.

Configuring service connectors

Workflow

A workflow is a graphical representation of a process that a case catalog administrator creates by using the Process Designer in BMC Helix Innovation Studio. A workflow is an integral part of a service request because it determines how the service request should be processed. A workflow helps in defining the following details related to a service request. :

  • Information that employees must provide when they submit a request. 
  • Template with which a case should be created automatically.
  • Number of cases that should be created for a service request, and so on. 
Creating workflows
QuestionnaireA questionnaire contains information like Name, Contact, Company, Description, Summary, and so on that employees need to provide when they submit service requests.

Creating service questionnaires

ServiceA service is a collection of workflows and information that a case catalog administrator creates. When employees use these services to raise a request and provide the required information, the underlying workflows are run and the service request is processed.

Adding and updating services

Sub-catalog

After a case catalog administrator creates services in BMC Helix Digital Workplace Catalog, these services form a sub-catalog. When a case catalog administrator accesses BMC Helix Digital Workplace Catalog from BMC Helix Business Workflows, only the services that are specific to BMC Helix Business Workflows are displayed. When the case catalog administrator accesses BMC Helix Digital Workplace Catalog from BMC Helix Digital Workplace Advanced, all the available services are displayed.

For more information about subcatalogs, see Sub-catalogs .

Related topics

Enabling users to submit requests in BMC Helix Digital Workplace Advanced

Assigning permission and functional role to manage the Catalog

BMC Digital Workplace Catalog Overview

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Comments

  1. Zi Sang

    For multiple Cases and Service Request Status, is there also a mapping? For example, how to check, if all Cases in a Workflow is Resolved, then the Service Request Status can be set as Completed?

    Jun 24, 2019 10:00
    1. Priya Shetye

      Thank you for your comment Zi.

      I am working with a developer to provide updates for your question and will get back to you soon.

      Aug 12, 2019 04:54
    1. Poonam Morti

      Hi Zi Sang,

      When multiple cases are tracked by the same service request, after all cases are complete, the request is set to completed.

      Thanks,

      Poonam

      Aug 15, 2019 10:42