This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.11 from the Product version menu.



Creating case templates and task templates

Templates are an easy way for agents to save time by reusing the information that is common to the similar type of requests. If you are using BMC Helix Business Workflows for different lines of business, templates ensure that the case follows the Flowset-specific processes. For example, cases that are created by using the Facilities case template follow the Facilities Management-related processes. For more information, see BMC Helix Business Workflows for a line of business.

In BMC Helix Business Workflows, as a case business analyst, you can create case templates and task templates. For example, if you discover multiple cases for the same request, such as employees asking for information about benefits packages in the organization, you can create a case template and reuse it. Similarly, you can create a task template that verifies which packages apply to the employees for each request, and reuse it.

You can add dynamic fields to the template to gather additional case-related information. While creating a case or task by using the template, case agents add information to the defined dynamic fields. Additionally, you can grant access to confidential support groups so that they can access the confidential data. Case agents can view the user’s confidential data in a case or a task only if they are a part of the confidential support group for the case and have access to the case. For information about how to grant access to confidential data, see To grant confidential data access in a case template

To create a case template 

  1. Log in to BMC Helix Business Workflows and click .

  2. Select Case Management  > Case  Templates.
  3. On the Case Templates page, click Case Template.

  4. On the Add Case Te mplate page, enter values for the Template Name, Case Summary, Case Description, and Case Priority fields, and complete the other fields as explained in the following table:

    Note

    In the template name field, you must only use alphanumeric characters, spaces, hyphens, and underscores. Do not use special characters.

    If you use any special characters and save the case template, you cannot add tasks to the case template. Also, after you create a case template, you cannot rename the template name.

    Field sectionFieldAction
    Case fields


    Case Company Select the company for which you want to create the template. Select one of the following options:
      • Global—All companies in a tenant can view the template.

      • A company name—Only agents of the selected company can view the template.

    Flowset

    Select the Flowset for which you want to apply the template.

    • If you selected the Case Company as Global, only Flowsets defined for the Global company are listed.

    • If you selected a specific company, then Flowsets defined for both Global and that company are listed.

    After you create a case template, if required, you can update the Flowset. If you update the Flowset for the case template, the new Flowset is applied to the cases that are created by using the case template and after updating the case template.

    Case Status

    Specify the status of the case created by using this template.

    Notes:

    • The case status specified in a template is the default status for the case which you create by using the template. After creating the template, if you change the case status in it, you need to complete the fields displayed.
    • If there is an active domain, support groups only from that domain are displayed.
    • If you have modified the labels of the default statuses of cases, then the modified labels are displayed while creating the template. For more information, see Modifying the lifecycle of cases, tasks, and knowledge articles.
    Label Select a label for the case template.
    You can filter the templates based on a specific label.

    Case Category

    Select the categorization tiers for the case. Categorization helps in case assignment and classification. 

    For example, when a case is submitted without an assignee, the case category can be used to assign the case.

    Note: If there is an active domain, Category Tier 1 only displays the values for that domain.

    Support Company, Business Unit, Department, Support Group, and Assignee 

    To assign the case created by using this template to a support group or user, c lick  Change Assignment .

    • To assign the case created by using this template to yourself, perform the following step:
      1. Select  Assign to me  
      2. If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the case assignee from a particular support group, select the support group from the list.

    • To assign the case created by using this template  to a support group or user, perform the following steps:

      1. Select a combination of  CompanyBusiness Unitand  Department
        A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed.

      2. Select a value from the Support Group list
        Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services  and the business unit as  Human Resources , all support groups defined for  Human Resources  are displayed in the list.

      3. To assign the case, select a support group or user from the list.

      4. If you select a user, the user must have access to the company for which the case is being created.

      5. Click Assign .

    Notes:

    • In the Company field, only Operating - Internal, Operating - Customer, and Service Provider companies that you have access to are listed.
    • If an assignee is not defined, you must add one before you can move the case to In Progress.
    • Details of the individual or group and the company to which the case is assigned are displayed based on selected values. 

    Identity Validation

    Select one of the following options to specify whether the identity of a requester must or must not be validated before creating a case for them:
    • None—Indicates that the requester identity validation is disabled. This option is set by default.

    • Optional—Indicates that the requester identity validation is enabled, but it is optional.

    • Enforced—Indicates that the requester identity validation is enabled, and it is mandatory.

    For more information, see Enabling requester identity validation.

    Assignment Method

    Select the appropriate action to enable automatic case assignment:

    • None (Default)—Select this option if you want to disable round-robin case assignment.

    • Round Robin—Select this option if you want to enable round-robin case assignment. BMC Helix Business Workflows assigns the cases in a round-robin manner; that is, cases get assigned equally to all agents in a support group.

    For more information about round-robin case assignment, see Automatic case assignment.

    Task Failure Configuration

    Select the appropriate action for failed automated tasks:
    • Do Not Proceed (Default)—Select this option if the next task should not be executed when the automated task fails.
      The task must be in the Completed status for the next task in the sequence to be activated. This option is applicable to automated tasks added to a case created without a case template that included automated tasks.
    • Proceed With Next Task—Select this option if the next task should be executed even when the automated task fails.
      For more information about how to proceed with failed automated tasks, see Task automation.
    Resolution Code Required?

    To make it mandatory for case agents to select a case resolution code when resolving the case, select .

    Resolution Description Required?

    To make it mandatory for case agents to enter a case resolution description when resolving the case, select  .

    Allow Case Reopen

    Select Yes to allow the case created by using this template to be reopened after it is closed.

    If global configuration enables case reopen, select No to disable case reopen for cases created using this template.

    Reopen Timeline Days

    Specify the number of days during which a case can be reopened after it is closed. This field is displayed if Allow Case Reopen is set to Yes .
    Resolve Case on Last Task Completion?

    To automatically resolve a case that is created by using the case template after the completion of the last task in the case, click .

    For information about how to enable automatic resolution of cases at global level or company specific level, see Enabling automatic resolution of cases.

    Template MetadataTemplate Status

    Select one of the following statuses:

    • Draft—This is the default status of a new template.
      In the Draft status, the template is not available for use.

    • Active—The template is available for use .
      Note: Only active 
      templates are searchable and available for use.

    • Inactive The template is redundant, and no longer in use.

    Owner Company, Business Unit, Department, Support Group, and
    Owner 

    To define a group or user as the owner of the template, click Change Owner. Only the user or users in the group defined as the template owner can make changes to the template after it is saved.

    • To make yourself the owner of the template, s elect Assign to me .

      1. If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the owner from a particular support group, select the support group from the list.

    • To make a support group or user the owner of the template, perform the following steps:
      1. Select a combination of Company, Business Unit, and Department.
        A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed .
      2. Select a value from the Support Group list.
        Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the business unit as Human Resources, all support groups defined for Human Resources are displayed in the list.
      3. Select a support group or user from the list.
        If you select a user, the user must have access to the company for which the template is being created.
      4. Click Assign .

    Notes:

    • You can make a support group or a user of the support group of any other company that you have access to as the owner of the template.

    • In the Company field, only the following companies that you have access to are listed:

      • Operating - Internal

      • Operating - Customer

      • Service Provider


    To make yourself the owner of the template, click this option.

    Note: You must belong to a support group to be the owner of the template. If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the owner for a particular support group, select the support group from the list.

  5. Click Save

    Notes

    • After you create a case template, it is displayed on the Case Templates page. If you sort the templates by using the Status or Priority column, the templates are sorted incorrectly.
    • If you have the write access, you can edit templates that are in the Draft status. To edit the case fields in a template, click Edit in the case details section. 

  6. (Optional) To add dynamic fields and dynamic groups to the case template, see Adding dynamic fields for storing additional case information.
  7. After you create the template, add task templates to add common tasks related to the case template.

    You can add three types of tasks— Manual , External , and Automated . For information about how to add tasks to a case template, see Defining task flows in a case template.

    Note

    After BMC upgrades your  BMC Helix Business Workflows environment, all your existing case templates are updated to leverage task flows.

    If you try to modify a task flow of an existing case template that consists of Parallel elements, you might encounter validation errors. You must update the task flow to correct the Parallel element connections with the other elements.

    The following video (11:06) explains case templates, how to create a case template, and use it while creating a case:

     https://youtu.be/NoKxArWrerY

To create a task template for a manual or external task

To ensure that case agents perform the required case related tasks while working on the case, create a manual task template. If you are integrating BMC Helix Business Workflows with an external application by using the Business Workflows connector, create an external task template.

To create a task template for a manual or an external task, perform the following steps:

  1. Log in to BMC Helix Business Workflows and click .

  2. Select Task  Management  > T ask  Templates.
  3. To create a task template for a manual or external task, click Manual Task Template or External Task Template.

  4. On the Add Task Template page, enter values for the Template Name, Task Summary, Task Description, and Task Priority fields, and complete the additional fields as explained in the following table: 

    Field sectionFieldAction
    Task fieldsTask Company

    Select the company for which you want to create the template. Select one of the following options:

      • Global—All companies in a tenant can view the template.

      • A company name—Only agents of the selected company can view the template.

    Task Category

    Select the categorization tiers for the task. Categorization helps in the task assignment and classification. 
    For example, when a task is created without an assignee, the task category can be used to assign the task.

    Note: If there is an active domain, Category Tier 1 displays values that belong to that domain.

    Label Select a label for the task template.
    You can filter the templates based on a specific label.

    Support Company, Business Unit, Department, Support Group, and Assignee

    To assign the task created by using this template to a support group or user, c lick  Change Assignment .

    • To assign the task created by using this template to yourself, perform the following step:
      1. Select  Assign to me 
      2. If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the task assignee from a particular support group, select the support group from the list.

    • To assign the task created by using this template to a support group or user, perform the following steps:

      1. Select a combination of  CompanyBusiness Unitand  Department
        A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed.

      2. Select a value from the Support Group list
        Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services  and the business unit as  Human Resources , all support groups defined for  Human Resources  are displayed in the list.

      3. To assign the task, select a support group or user from the list.

      4. If you select a user, the user must have access to the company for which the case is being created.

      5. Click Assign .

    Notes:

    • In the Company field, only the following companies that you have access to are listed:

      • Operating - Internal
      • Operating - Customer
      • Service Provider
    • If an assignee is not defined, you must add one before that task can move to In Progress.

    Details of the individual or group and the company to which the task is assigned are displayed based on selected values. 

    Template MetadataTemplate Status

    Select one of the following statuses:

    • Draft—This is the default status of a new template
      In the Draft status, the template is not available for use.
    • Active—The template is available for use .
      Note: Only active 
      templates are searchable and available for use. 
    • Inactive The template is redundant, and no longer in use.

    Owner Company, Business Unit, Department, Support Group, and Owner

    To define a group or user as the owner of the template, click  Change Owner . Only the user or users in the group defined as the template owner can make changes to the template after it is saved.

    • To make yourself the owner of the template, perform the following step:

      1. Select  Assign to me
        If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the owner from a particular support group, select the support group from the list.

      2. To make a support group or user the owner of the template, perform the following steps:

      1. Select a combination of CompanyBusiness Unit, and Department.
        A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed.

      2. Select a value from the Support Group  list
        Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services  and the business unit as  Human Resources , all support groups defined for  Human Resources  are displayed in the list.
      3. Select a support group or user from the list.
        If you select a user, the user must have access to the company for which the template is being created.
      4. Click Assign .

    Notes:

    • You can make a support group or a user of the support group of any other company that you have access to as the owner of the template.

    • In the Company field, only the following companies that you have access to are listed:

      • Operating - Internal

      • Operating - Customer

      • Service Provider

    Details of the individual or group to which the case should be assigned is displayed based on selected values.

    To make yourself the owner of the template, click this option.

    Note: You must belong to a support group to be the owner of the template.

  5. Click Save.

  6. (Optional) To add dynamic fields and dynamic groups to the task template, see Adding dynamic fields for storing additional case information.

Notes

  • After you create the task template, it is displayed on the task template page. If you sort the templates in the task template page by the Status or Priority column, the templates are sorted incorrectly.
  • If you have the write access, you can edit templates that are in the Draft  status. To edit the case fields in a template, click Edit in the case details section. 

For information about how to create task templates for automated tasks, see Automating tasks for quicker case resolution .

To grant confidential data access by using a case template

You can grant permission to confidential support groups so that they can access the confidential data. You can grant confidential data access only to support groups, and not to any specific individual, business unit, or department. You can assign read or read and write permission to the support groups. If you copy a case template or a task template, the confidential dynamic fields and confidential data access are also copied to the new template. For more information, see Identifying and protecting users' confidential data.

Note

You cannot grant confidential data access to the support groups for active case templates and task templates. 

  1. Log in to BMC Helix Business Workflows. 

  2. Click Settings 

  3. To grant confidential data access, select Case Management > Case Templates. 

  4. From the template details page, open the required template from the list. 

    You can modify only the templates that are in the Draft or Inactive status. 

  5. On the template details page, click Confidentiality Access

  6. In the Support Group Access box, select the support group to which you want to grant confidential data access. 

    Note

    The box displays the support groups that are marked as confidential in BMC Helix Platform Foundation data. For more information, see To configure confidential support groups in Foundation data .

  7. If you want to provide write access to the support groups, select the Assign Write Access check box.

  8. Click Add.

When a case is created by using the case template, the users from the support group to which grant confidential data access can access the confidential data.

Warning

If you delete confidential data fields from a case template, the confidential data fields are also removed from the cases created by using the case template.

Related topics

Task Management

Automating tasks for quicker case resolution

Creating and updating cases

Filtering Foundation data by using domain tags

Designating case data as confidential



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