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 workflows

To enable case creation in BMC Helix Business Workflows via service requests in BMC Helix Digital Workplace Advanced, as a case catalog administrator, you must create a workflow in BMC Helix Digital Workplace Catalog.

You define various details in a workflow like information that employees need to provide while submitting a service request, number of cases that should be created for a service request, and so on.

For more conceptual information about BMC Helix Digital Workplace Catalog, see Catalog.

Elements in a workflow

You can create a workflow with different elements that are provided in the workflow designer. However, to enable case creation and show a case status change in a service request, you need to use the elements that are described in the following table:

Element NameSymbolPurpose

(Mandatory) Create Ticket

Use this to create a case for a service request that an employee submits.

This element ensures that a case is created for a service request.

Note: The Create Ticket element contains the basic case fields that are required to create a case. To use other case fields like Category Tier, Priority, and so on, BMC recommends adding a case template to a questionnaire for a service.

For more information about associating a questionnaire with a service, see Example of creating services in BMC Helix Digital Workplace Catalog.

Receive Task

Use this when you want to show a case status change in the corresponding service request.

The Receive Task element waits for a case status to be changed. After a case status is changed, the Receive Task element passes the information to the Track External Activity element. This element ensures that the status of the service request corresponding to the case changed accordingly.

When you add signal parameters to the Receive Task element, the element receives parameter values from the Create Ticket element. If the Create Ticket element does not passes any parameter value, the Receive Task element is bypassed and the workflow executes the Track External Activity element.

For more information about status mapping between a case and service request, see Catalog.

Track External Activity

Exclusive

Use this to define how a workflow should be processed.

This element ensures that when a given condition is met, the workflow is executed successfully. If the condition is not met, the workflow is executed again or terminated, based on how you configure the workflow.

For more information about elements, see Workflow designer elements overview .

To create a workflow

  1. Log in to BMC Helix Business Workflows.
  2. Click Manage Catalog.
    BMC Helix Digital Workplace Catalog is displayed.
  3. In BMC Helix Digital Workplace Catalog, select Services > Workflows.
  4. Click New Workflow.
    The Process Designer is displayed and by default, the Start and End elements are displayed on the canvas.
  5. From the Palette, drag the Create Ticket and other required elements to the canvas. 

    Important

    To create a case from a service request, you must use the Create Ticket element under BMC Helix Platform.

  6. In the Properties section, complete the fields.
    The following tables describe the fields for different elements in detail:
    •  Description of fields in Process Properties
      SectionFieldDescription
      VARIABLESAdd/Remove VariablesAdd the required input variables for the workflow. You can use these variables as questions in a questionnaire.
      Notes: Consider the following information while adding input variables:
      • You need to add the SBContext input variable for the workflow.
        This variable enables you to define the service request details like summary, description, requester, and so on in the workflow. For SBContext, specify the data type as Service Broker Context.
      • You need to add an output variable as Case.
        For the output variable Case, specify the data type as Record.
      • If you specify Template as an input variable and in the questionnaire, if you select a case template, the case corresponding to the service request is created by using the specified case template.
      • If you do not specify Template as an input parameter and if the cognitive service is configured, the cognitive service predicts a case template for the service request based on the summary of the service request or the service request name. Then, the case is created by using the predicted case template.

      To add a variable, click Add/Remove Variables. On the Add/Remove Variables dialog, add the required variables, and click Save.

    •  Description of fields in the Create Ticket element
      SectionFieldDescription
      INPUT MAPConnection Id

      Enables a connection between BMC Helix Digital Workplace Advanced and the BMC Helix Business Workflows instance by using the BMC Helix Platform connector.
      In the Edit Expression dialog box, in Available Values, expand Connection, and add BMC Helix Platform.

      For more information about connectors, see Service connector overview .

      Sub-catalog ID

      This ensures that the workflow is run for a service in the BMC Helix Business Workflows sub-catalog.

      In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Service, and add SubCatalog ID.

      Service Request GUID

      When a case is created for a service request, the service request GUID is used in the case.

      In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Service Request, and add SERVICE REQUEST GUID.

      Service Request Display ID

      This ensures that when a case is created for a service request, the service request ID is displayed in the case.

      In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Service Request, and add SERVICE REQUEST ID.

      Requester

      When a case is created for a service request, the requester is displayed in the case.

      In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Requested For User, and add LOGIN NAME.

      Ticket Template GUID

      When a case is created for a service request, the ticket template GUID is displayed in the case.

      In the Edit Expression dialog box, in Available Values, select Process Variables > Template.

      ContactSpecify this field if you want to use Contact in a questionnaire. A case is created with the contact that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > SBContext > Requested By User > Contact.
      SummarySpecify this field if you want to use Summary in a questionnaire. A case is created with the summary that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Summary.
      DescriptionSpecify this field if you want to use Description in a questionnaire. A case is created with the description that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Description.
      Q & AsSpecify this field if you want to create a questionnaire for the workflow. In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext, and add Questions and Answers.
      Process Correlation Id

      Used internally by BMC to track a particular instance of a case and service request.

      In the Edit Expression dialog box, in Available Values, expand General, and add PROCESS CORRELATION ID. For more information about the process correlation ID, see Service connector overview .

      Category Tier 1Specify this field if you want to use Category Tier 1 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 1.
      Category Tier 2Specify this field if you want to use Category Tier 2 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 2.
      Category Tier 3Specify this field if you want to use Category Tier 3 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 3.
      Category Tier 4Specify this field if you want to use Category Tier 4 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 4.
      Region Specify this field if you want to use Region in a questionnaire. A case is created with the region that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Region.
      SiteSpecify this field if you want to use Site in a questionnaire. A case is created with the site that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Site.
      PrioritySpecify this field if you want to use Priority in a questionnaire. A case is created with the priority that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Priority.
      Target DateSpecify this field if you want to use Target Date in a questionnaire. A case is created with the target date and time that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Target Date.
      OUTPUT MAPAddThis ensures that when a workflow is executed, a case is created for the service request. To add an output parameter, perform the following steps:
      1. Click Add.
      2. From the Name list, add Case.
      3. In Source, from the Available Values section, add Case.
      4. Click OK.
    •  Description of fields in the Receive Task element
      SectionFieldDescription
      SIGNAL PARAMETERSAddClick the link to add the following parameters:
      • ServiceRequestId—Determines the service request whose status needs to be updated and passes this information to the Receive Task element.
      • ServiceRequestStatus—When a case status is changed, this parameter obtains the corresponding status for the service request based on the out-of-the-box status mapping. Then, the parameter passes this information to the Receive Task element.
      • Process Context—Used internally by BMC to track an instance of a case and service request.

      When no parameter value is passed to the Receive Task element, the element is bypassed and the workflow executes the Track External Activity element.

    •  Description of fields in the Track External Activity element
      SectionFieldDescription
      INPUT MAPRequest IdThe Receive Task element passes the service request ID to the Track External Activity element. Then, the status for that service request is changed. Click Edit and from Process Variables, add ServiceRequestId, and click OK.
      Process Correlation IdUsed internally by BMC to track an instance of a case and service request. Click Edit and from Process Variables, add Process Context, and click OK.
      Connection

      Enables a connection between BMC Helix Digital Workplace Advanced and the BMC Helix Business Workflows instance by using the BMC Helix Platform connector.

      Click Edit and from Connection, add BMC Helix Platform, and click OK.

      StatusThe Receive Task element passes the service request status to the Track External Activity element. Then, this status is applied to the service request. Click Edit and from Process Variables, add ServiceRequestStatus, and click OK.
    •  Description of field in the Exclusive element
      SectionFieldDescription
      GENERALClick to build an expression

      Click this link and enter the condition expression for the Track External Activity output as:


      When this condition is met, the service request is complete and the process is closed. If the condition is not met, the process is executed again.
  7. Save the workflow.
    The following figure shows the order of the elements in a workflow to create a case from a service request:

    You can also create multiple cases from a workflow. For example, when an employee submits a service request to onboard employees, separate cases are created for each employee.

    The following figure highlights the Parallel element that you must use to create multiple cases from a workflow:

    The following video (15:30) explains the concepts of BMC Helix Digital Workplace Catalog and how to submit a service request from BMC Helix Digital Workplace Advanced that creates a case in BMC Helix Business Workflows:

     https://youtu.be/-C569ztJWJY

Related topics

Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests

Example of creating services in BMC Helix Digital Workplace Catalog

Empowering BMC Helix Digital Workplace Advanced users to create cases in BMC Helix Business Workflows

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Comments

  1. Zi Sang

    @Poonam Morti

    thank you for the documentation!

    My Use Case: There are 2 Cases, only after the 1st Case is resolved, then the 2nd Case can be created, only when both cases are resolved, then the Service Request can be set as completed.

    However, it only works for single case workflow, for multiple case workflow it has the following problem:

    • I tried your workflow with "Receive Task" and "Track External Activity". I set Signal Parameter of Receive Task as "ServiceRequestStatus" and "ServiceRequestStatus" is just a simple Local Variable. Once 1 of my 2 Cases is resolved, the whole Service Request Status will be set as completed. But what i want is, only when all the Cases are resolved, then the whole Service Request Status can be set as Completed.

    • Also, I have a question, how to track the status of a certain Case? As once one Case is set as resolved, no matter which case of the multiple cases, the Service Request Status will be set as Completed. I want only to check if the first case is resolved, which Signal Parameter should be used in this case in "Receive Taks"?

    Thank you very much!

    Regards, Zi Sang

    Jun 24, 2019 09:42
    1. Poonam Morti

      Hi Zi Sang,

      As the SME, if several cases are tracked by the same service request and one of these cases is completed and the other one is still active, the service request status might not be completed. Users cannot control which case is tracked and the service request status is a combination of everything tracked. The general rule is that the service request stays active till everything tracked is completed.

      Thanks,

      Poonam

      Jul 24, 2019 05:24