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.



Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases


As an administrator, you can configure BMC Helix Business Workflows to create a corresponding service request in BMC Helix Digital Workplace Advanced for a BMC Helix Business Workflows case. Case agents can add their comments and feedback in BMC Helix Business Workflows. The case activity is reflected in the service request that is created in BMC Helix Digital Workplace Advanced. BMC Helix Business Workflows creates a service request with a generic service attached to it.

Note

Automatic creation of service requests for cases created in BMC Helix Business Workflows requires BMC Helix Digital Workplace Advanced version 19.11.

The service request includes the following details:

  • Progress of the case - Includes the current status of the case
  • Details - Includes when the case was submitted, last updated, the phone number of the requester, and the company of the requester. 
  • Comments - Displays the activity notes added to the case in BMC Helix Digital Workplace Advanced. Any comments added to the service request are also displayed, and added to the Activity notes of the case.

The service request does not contain the question fields in the case template that is used to create a BMC Helix Digital Workplace Advanced user case.

In BMC Helix Digital Workplace Advanced, you can view the Request ID of the service request in the My Activity section. 

Note

If the BMC Helix Business Workflows case was created via an email request, any email communication with the requester in the recipient list are displayed in the Comments section of the service request. However, the initial email requesting the case creation is not added to the section.

Notifications

The following notifications are sent when a service request is created in BMC Helix Digital Workplace Advanced, and when comments are added to the case in BMC Helix Business Workflows.

  • When the service request is created,  the Request ID is displayed on the case details screen in BMC Helix Business Workflows and the following message is added to the Activity feed of the case:
    System Note
    Service Request 76004 was created for <user>.
  • When a comment is added to the case in BMC Helix Business Workflows, the requestor in BMC Helix Digital Workplace Advanced receives a notification email in the following format:
    <User name> has added a comment on Case-ID 
    Note: xxxx

By default, the configuration to enable the automatic creation of a service request in BMC Helix Digital Workplace Advanced is set to false at the Global level. A case business analyst can create a new configuration setting to enable the automatic creation of service requests at the Global level or for specific companies. When the setting is set to true at the Global level, it overrides the out-of-the-box false setting at the Global level. When a case business analyst enables the automatic creation of service request at a company level, the default false setting is overridden for that company. For other companies, it still remains false.

To enable automatic creation of a service request in BMC Helix Digital Workplace Advanced for a case that is created in BMC Helix Business Workflows

  1. Log in to BMC Helix Business Workflows as a case business analyst and click  Settings.  

  2. Expand Application Configuration, and click Common Configurations.

  3. Click CREATE_SERVICE_REQUEST.

  4. In the Configuration Values pane, click Add.

  5. To configure the setting at the Global level, from the Company list, select Global.
  6. To configure the setting at a company level, select the company.

  7. To enable the automatic creation of service request in BMC Helix Business Workflows, .select .

  8. Click Save.


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