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

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



Enabling users to create cases for Workday data updates

This use case describes how employees can create cases in BMC Helix Business Workflows to update Workday person data by using Jitterbit.

Benefits

Integrating BMC Helix Business Workflows with Workday provides the following benefits:

  • Enables users to raise service requests related to Workday services by using BMC Helix Chatbot or the BMC Helix Digital Workplace Advanced Client application.
  • Case agents can manage cases related to Workday services from a single application.

Scenario

Consider a scenario where an employee wants to change address details in Workday. BMC Helix Business Workflows integrates seamlessly with Workday enabling  employees to create cases by using the BMC Helix Digital Workplace Advanced or BMC Helix Chatbot. The employee interacts with BMC Helix Chatbot and requests for an address change in Workday.

A case is created and tracked in BMC Helix Business Workflows to fulfill the employee's request. A case agent verifies that the task to change the address is executed and the employee address is updated in Workday. The employee can view the request status via BMC Helix Digital Workplace Advanced.

Roles involved in this use case

This use case involves the following user roles:

  • Administrator
  • Case Business Analyst
  • Case Agent
  • Employee

Workflow

The following table lists the tasks to enable an employee to raise an address change in Workday request in BMC Helix Business Workflows:

ProductUserActionReference

BMC Helix Business Workflows

Administrator

Configures BMC Helix Business Workflows to connect to Workday APIs by using Jitterbit and perform operations on Workday person data.

Configuring BMC Helix Business Workflows to use Workday APIs

BMC Helix Digital Workplace Advanced or BMC Chatbot

Employee who uses BMC Helix Digital Workplace Advanced or BMC Helix Chatbot

Requests for an address change.-

BMC Helix Business Workflows

Case AgentCreates a case for changing the employee address by using the Update my home address case template.Creating cases to perform operations on Workday person data

BMC Helix Business Workflows

Case Agent

Verifies if the case is executed and updates the status.

-

BMC Helix Digital Workplace Advanced

Employee who uses BMC Helix Digital Workplace Advanced

Employee is notified that the address is changed.

The request is closed.

-

Related topic

Integrating BMC Helix Business Workflows with Workday

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