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.



FAQs

Here are some answers to the most frequently asked questions about the BMC Helix Business Workflows product.


 Can I edit a task although I do not have access to the associated case?

Yes. You must be assigned the task or belong to the support group that is assigned to the task to view and edit the task.


 What are the roles provided with BMC Helix Business Workflows for functional roles?

BMC Helix Business Workflows provides various roles that provide you specific permissions and access to the product such as reporting access, document manager, SLM user, notification user, and cognitive user. For information about the roles, see Roles in BMC Helix Business Workflows.


 How does licensing work in BMC Helix Business Workflows?

Licensing BMC Helix Business Workflows enables you to:

  • Control access to your application.
  • Protect the intellectual property of your organization.
  • Reduce management costs, and adhere to your organization's compliance policies.

To use BMC Helix Business Workflows, BMC SaaS Operations assigns an application license to the tenants. An administrator no longer has to assign individual licenses to agents and business analysts. 


 How do I set the language for the application?

BMC Helix Business Workflows supports the following languages:

  • English (en)
  • French (fr)
  • German (de)
  • Spanish (es)
  • Italian (it)
  • Brazillian Portugese (pt-br)
  • Dutch (nl)
  • Swedish (sv)
  • Danish (da)

The following table describes how users can select the required language from various browsers:

BrowserOperating SystemSteps to change the language
Google ChromeWindows, Apple MacOSOpen Settings, search for language settings, and add the required language.
Mozilla FirefoxWindows, Apple MacOSNavigate to Open Menu and click Options. Search for language settings and add the required language.
EdgeWindows

In Control Panel, in the Clock, Language, and Region option, add the required languages in the order of preference.

You must download the install pack of the added languages and then restart the computer.


 I belong to multiple support groups. Which is my default support group?

The default support group is the first support group that the server matches chronologically.

Example: You belong to three support groups: HR-Helpdesk, HR-Recruitment, and HR-Benefits. The server matched you to the HR-Helpdesk support group followed by the HR-Recruitment and HR-Benefits support groups. HR-Helpdesk is your default support group.


 How do I view the roles and permissions assigned to a user?
  1. As an administrator, log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Navigate to Foundation Data > Manage People.
  3. On the Manage People page, open the required user profile.
  4. In the Edit Person pane, in Basic, on the Access Details tab, expand the Functional Roles list, and view the roles.


 Example of Flowset based assignment process

The following figure depicts a typical process for cases related to facilities and the flowset-specific process for the Assignments function. The Assignments process explains how the system looks for a Flowset-specific process and assigns the case accordingly. If the Flowset-specific process is not found, the case is assigned according to the default assignment mapping.

The following table describes the stages of this process example:

StageDescription
1A case is created.
2The case details are sent to Call Create sub process.
3The case initialization process runs.
4The case validation process runs.
5The case assignment process is triggered.
5aThe case details after initialization and validation is sent to the assignment process.
5bThe system checks whether a Flowset is specified in the case details.
5cIf the Flowset is specified, the Flowset based assignment process is called.
5dIf the Flowset is not specified, the default assignment process is triggered.
5eThe system checks whether the the Flowset based assignment process exists.
5fIf the Flowset based assignment process exists, the system runs the process.
5gThe case is assigned to the support group or individual specified in the process.
5hIf the process is additive (to be run in addition to the default process) or the support group is not mentioned in the Flowset based assignment process, the default assignment process runs. The case is assigned based on the default assignment process.
6The status transition process runs.
7The Row Level Security process runs.


 Example of how assignment or read-access mapping is applied when a case is created

BMC Helix Business Workflows enables a case business analyst to configure the assignment and read-access mapping to assign the case to the relevant support groups or individuals added in the mapping. 

Consider a scenario where a case business analyst configures a mapping for assignment and read-access with the following values:

Mapping nameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PrioritySupport group
Compensation Mapping 1Calbro ServicesHuman ResourcesTotal RewardsCompensationRecognition AwardsHighCompensation and Benefits
Compensation Mapping 2Calbro Services-Total RewardsCompensationRecognition Awards-Employee Relations
Compensation Mapping 3Calbro Services-Total RewardsCompensation-LowStaffing
(Default) Compensation Mapping 4Calbro Services-----Workforce Administration

The case business analyst configures the mapping for assigning the case to the relevant support group. After an agent creates a case, BMC Helix Business Workflows selects the mapping based on the following scenarios:

Scenario 1: Exact match is found

If all the values added in a case matches with the values defined in a mapping (best match is found), the case is assigned to the support group that is defined in the mapping.

Case NameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PriorityCase is assigned to
Case 1Calbro ServicesHuman ResourcesTotal RewardsCompensationRecognition AwardsHighCompensation and Benefits
Case 2Calbro Services-Total RewardsCompensation--Staffing

Scenario 2: No match is found

If no match is found, the case is assigned to the support group that is defined in the default mapping. 

Case NameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PriorityCase is assigned to
Case 1Calbro Services-Talent Management---Workforce Administration

Scenario 3: Best match is found

If a few of the values in the case match the values defined in the mapping, the mapping with the closest match is applied.

Case NameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PriorityMapping applied
Case 1Calbro Services-Total RewardsCompensation--Employee Relations
Case 2Calbro Services-Total Rewards--LowStaffing

If no best match is found and a default mapping is not defined, the case submitter must manually assign the case to a support group. If the case submitter does not manually assign the case, BMC Helix Business Workflows generates an error.


 How do I integrate BMC Helix Business Workflows with phone systems?

BMC Helix Business Workflows can be integrated with phone systems if the phone systems are configured to pass certain parameters to BMC Helix Business Workflows. When a case agent receives a call from such a configured phone system, Quick Case opens, and the details of the caller are automatically populated in Quick Case.

For more information, see Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems.


 Can I enable automatic service request creation in BMC Helix Digital Workplace Advance at a Company level?

Yes, you can enable the option to automatically create service requests in from  at a Company level. For more information, see Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases.


 How can I hide the identity of case agents in public comments in BMC Helix Digital Workplace Advanced?

As a case business analyst, you can hide the identity of case agents in public comments in BMC Helix Digital Workplace Advanced by enabling the HIDE_AGENT_NAME_IN_PUBLIC_POSTS setting in BMC Helix Business Workflows from Settings > Application Configuration > Common Configurations. You can enable the setting at a global level for all companies in your setup or for specific companies. For more information, see Anonymizing agent names to ensure agents privacy.


 How can I create an alias for case agent names to be seen in BMC Helix Digital Workplace Advanced?

As a case business analyst, when you enable the setting to anonymize case agent names in public comments in BMC Helix Digital Workplace Advanced, you must also specify the case agent name alias. To create a case agent name alias, enable the AGENT_NAME_ALIAS setting in BMC Helix Business Workflows from Settings > Application Configuration > Common Configurations. If you have anonymized the agent names at a global level, you can define an agent name alias at a global level. If you have anonymized agent names for specific companies, you must define an agent name alias for every company. For more information, see Anonymizing agent names to ensure agents privacy.


 Where do I see the previous knowledge article ID of a migrated knowledge article in BMC Helix Business Workflows?

In the Knowledge workspace, select the PrevDocReference option from the More icon. This option displays the previous knowledge article IDs of the migrated knowledge article in the PrevDocReference column.



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