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:
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|