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.



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

This use case describes how employees can use BMC Helix Digital Workplace Advanced to create cases in BMC Helix Business Workflows.

Note

The minimum version required for BMC Helix Digital Workplace Advanced is 18.08.

Scenario

BMC Helix Business Workflows is used to manage cases for different lines of business within an organization. It integrates seamlessly with BMC Helix Digital Workplace Advanced allowing employees to create cases by using the BMC Helix Digital Workplace Advanced client application. 

Consider a scenario where a manager wants to recommend a team member for a performance bonus. The manager needs to raise a request with the HR team to provide details for the eligibility and also have the senior manager approve the bonus request. The company uses BMC Helix Business Workflows to manage employee requests. The manager uses the Bonus Requisition service in the BMC Helix Business Workflows client application that creates a case in BMC Helix Business Workflows.

Roles involved in this use case

This use case involves the following user roles:

  • Case Catalog Administrator
  • Case Agent
  • Employee

Workflow

The following figure describes the configuration process to enable employees who use BMC Helix Digital Workplace Advanced to create service requests that are managed in BMC Helix Business Workflows:


The following table lists the tasks to enable the manager to raise a performance bonus request in BMC Helix Business Workflows:

ProductUserActionReference

BMC Helix Business Workflows

Case catalog administrator
  1. Creates a workflow for the Bonus Requisition service fulfillment.
  2. Creates a questionnaire for the service.
  3. Creates and publishes the service.
  4. Configures entitlement group.
Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests

BMC Helix Digital Workplace Advanced

Employee who uses BMC Helix Digital Workplace Advanced

Requests for a performance bonus by using the Bonus Requisition service.-

BMC Helix Business Workflows

Case Agent

Reviews the case and updates the status.
Case is sent for approval.

Creating and updating cases

BMC Helix Digital Workplace Advanced

Employee (senior manager) who uses BMC Helix Digital Workplace Advanced

  1. Reviews case received for approval.
  2. Approves the case.

Approving business requests

BMC Helix Business Workflows

Case Agent

Closes the case after the case is approved.

Changing case statuses

BMC Helix Digital Workplace Advanced

Employee (manager) who uses BMC Helix Digital Workplace Advanced

Manager is notified of the approval for the bonus and the bonus request is granted.

The request is closed.

-

Benefits

Integrating with BMC Helix Digital Workplace Advanced provides the following benefits:

  • Ability to review a service request status that reflects the corresponding case status from the native application.
  • Agents can manage cases for service requests from a single application.
Was this page helpful? Yes No Submitting... Thank you

Comments