This documentation supports the 20.08 and 20.08.01 versions of BMC Helix Business Workflows.

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



Defining your line of business: 20.08.01 and later

As an administrator, you can define a line of business with its custom definitions, roles, and data access permissions in BMC Helix Business Workflows. You can create multiple lines of business such as Facilities, Travel, Human resources, or Legal. You can grant user access to a line of business. Case business analysts can create configuration data and activate a line of business so that case agents can view data and manage cases to which they have access.

Process to use a line of business

The following figure explains the process to define and use a line of business:

To define a line of business

  1. As an administrator, log in to BMC Helix Business Workflows.

  2. Click My Applications Settings.
    The Settings page opens in a new browser tab.

  3. Select Line of Business > Define Line of Business.
  4. On the Line of Business Management page, click New Line of Business.

  5. On the New Line of Business pane, complete the following fields:

    FieldDescription
    NameEnter the name of the line of business.
    For example, Facilities.
    In the line of business name, you must only use alphanumeric characters, spaces, hyphens, and underscores. Do not use special characters.
    Outgoing Email Profile

    Specify the outgoing email profile for your line of business so that you can use the outgoing mailbox to send email notifications when certain events take place.
    Important:

    • To use a specific outgoing email mailbox and profile for a line of business, you must configure that outgoing email mailbox and profile. For more information about how to configure email mailboxes and profiles, see Configuring email profiles and templates .
    • You cannot use the same outgoing mailbox and email profile for multiple lines of business.
    • If you do not specify an outgoing email profile, the default outgoing email profile is used.
    DescriptionEnter the description of the line of business.
    StatusBy default, the status of the line of business is Draft.
    You cannot edit this field.
    Use as DefaultSelect this option to make the line of business as the default line of business.
  6. Click Save.
    The line of business is registered in BMC Helix Business Workflows and a bundle is created for the line of business. For example, for Facilities line of business, the com.bmc.Facilities bundle is created. Out-of-the-box configuration data, such as notification templates and acknowledgement templates, is created for the line of business.

  7. If you encounter errors about the line of business registration or out-of-the-box data creation, perform the following steps:
    1. On the Line of Business Management page, click the line of business that you created.
    2. On the Edit Line of Business pane, use the following options, and save the changes.

      OptionDescription
      Reload Configuration DataIf the out-of-the box data is not populated correctly, to reload the out-of-the-box configuration data, click Reload Configuration Data.
      Register Line of BusinessIf the line of business is not registered correctly, to register the line of business, click Register Line of Business.

After you define a line of business, if a domain tag does not exist, a domain tag is created for the line of business in BMC Helix Platform. The domain tag is used to tag Foundation data for the line of business. For information about how to associate Foundation data by using domain tags, see Associating Foundation data by using domain tags.

A functional role for the line of business is available for People data, and you can use this role to grant user access to the line of business. For example, the functional role Line of Business-Facilities is available for the Facilities line of business.

You must perform the following actions to grant user access to a line of business:

  • Provide bundle access and assign line of business functional role to case business analysts so that they can create configuration data for the line of business.
  • Assign line of business functional role to case agents so that they can access the line of business data when it is active.

For information about how to assign functional roles and permissions, see Assigning functional roles and permissions.

To edit a line of business

  1. As a case business analyst, log in to BMC Helix Business Workflows.

  2. Click My Applications Settings.
    The Settings page opens in a new browser tab.

  3. Select Line of Business > Manage Line of Business.
  4. From the Line of Business list, select the line of business that you want to edit, and update the fields.
    You cannot edit the agents, categorization, and support group details.
  5. To update the line of business status, select any of the following status:
    • Draft—This is the default status of a new line of business.
    • Active—The line of business is available for use to case agents.
    • Inactive—The line of business is not available for use to case agents. You can enable it for use at any point.
    • Deprecated—The line of business is no longer in use.
  6. Click Save.

To activate a line of business

  1. As a case business analyst, log in to BMC Helix Business Workflows.

  2. Click My Applications Settings.
    The Settings page opens in a new browser tab.

  3. Select Line of Business > Manage Line of Business.
  4. On the Line of Business Configuration page, select the line of business that you want to activate.
  5. Click Edit, from the Status list, select Active.
  6. Click Save.
    After you activate a line of business, it is available for use and case agents can view data and manage cases in the line of business.

Related topics

BMC Helix Business Workflows for a line of business: 20.08.01 and later

Setting up a line of business

Onboarding and implementing

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