This documentation supports the 20.08 version of BMC Helix Business Workflows.

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



Creating and updating case and task templates

As a case business analyst, create case and task templates so that case agents use the predefined template to easily create cases and tasks. You can copy a template to create a new template and reuse the information that is common to similar type of requests. You can enable case agents to gather and store additional case-related information by adding dynamic fields to a template. Administrators can import templates data to BMC Helix Business Workflows in bulk.

The following table lists the actions that you can take to create and update templates:

ActionReference

Create case and task templates, and add dynamic fields to the templates. Case agents can use these templates to create cases and add tasks to cases.

Creating case templates and task templates
Define a task flow for a case template to specify the required tasks and define the order in which they must be executed.Defining task flows in a case template
Understand the methods to add additional fields to cases or tasks and when to use them.Methods of adding additional fields to cases or tasks
Add dynamic fields related to a case or task to the dynamic field library. While creating a case or task, case agents use the dynamic fields for additional information about the case or task.Adding dynamic fields for storing additional case information
Add dynamic groups to a case or task template to help case agents to categorize dynamic fields and view them in an organized manner.Adding dynamic groups for categorizing dynamic fields
Create a copy of a case or task template so that you can modify the same template for different companies.Copying of a case or task template
Create activity note templates so that case agents can use these templates while adding activity notes to a case, task, or person profile.Creating activity note templates

Import data for templates and knowledge articles in bulk from Excel sheets to BMC Helix Business Workflows.

Importing data for templates and knowledge articles in bulk from Excel sheets
Was this page helpful? Yes No Submitting... Thank you

Comments