Onboarding and implementing
After you subscribe to BMC Helix Business Workflows, BMC provisions and activates your system and provides information about how to access those systems. For more information about your product activation, see
BMC Helix Business Workflows service
.
To get started with BMC Helix Business Workflows, as the administrator, your first create a line of business for your company, such as human resources, facilities, travel, or legal. After you create a line of business, you populate Foundation data for the line of business. After data is loaded to the system, a case business analyst can create configuration data for the line of business. Learn more about Foundation data in Setting up Foundation data about the people in your company.
Before you begin
During activation, BMC Helix Single Sign-On is configured to authenticate the user accounts defined within Remedy AR System server. If you are using SAML-based authentication in your organization and want to configure Remedy SSO to use that for authentication, you must submit a request to BMC Support to configure Remedy SSO configuration with SAML.
End-to-end onboarding and implementation
To set up BMC Helix Business Workflows for your company, the administrator and case business analyst perform the following tasks:
Use the following tabs to learn more about the steps that are involved in each task:
| Action | Reference |
|---|---|
Define your line of business such as Facilities, Human Resources, Finance, or Legal. |
BMC Helix Business Workflows for a line of business: 20.08.01 and later |
| Actions | Reference |
|---|---|
| Load existing or new Foundation data to BMC Helix Business Workflows from your BMC Remedy IT Service Management (ITSM) system. Foundation data is required for the data structure used by BMC Helix Business Workflows. | Loading Foundation data from Remedy ITSM |
|
Filter Foundation data for your line of business by using domain tags. |
Associating Foundation data by using domain tags |
|
Create individual data elements of Foundation data that is specific to BMC Helix Business Workflows such as categories and support groups. |
Creating Foundation data specific to BMC Helix Business Workflows |
| Assign functional roles to users, functional roles per line of business, bundle access, and permissions so that only the authorized users can perform actions in a line of business. Define the assignment availability of case agents and enable agents to take up assignments. | Setting up functional roles, permissions, and assignments for users |
| Action | Reference |
|---|---|
|
Define application configurations such as cognitive service, security, and data privacy configurations to define how BMC Helix Business Workflows will work for your business. |
Modifying application configurations |
| Actions | Reference |
|---|---|
| Define case and task templates to simplify case creation for agents. | Creating and updating case and task templates |
| Define assignment mappings for automatic assignment of cases. | Configuring automatic case assignments |
| Configure service targets to track progress on cases and ensure that the cases meet the required service level targets. | Configuring service targets for tracking case progress |
| Configure approvals for BMC Helix Business Workflows to ensure that cases and tasks go through the approval cycles. | |
| Modify the lifecycle of cases, tasks, and knowledge articles to make it more specific to a line of business. | Modifying the lifecycle of cases, tasks, and knowledge articles |
| Create custom notifications for users. | Creating custom notifications |
| Action | Reference |
|---|---|
| Activate a line of business so that case agents can use it. | Defining your line of business |
| Action | Reference |
|---|---|
|
Extend out-of-the-box configurations by adding custom data and processes to customize BMC Helix Business Workflows according to business requirements. |
Extending BMC Helix Business Workflows |
| Actions | Reference |
|---|---|
|
Leverage the cognitive capabilities available with BMC Helix Platform to use the advantages of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case. |
Leveraging cognitive capabilities in BMC Helix Business Workflows |
|
Automatically create cases for case agents in BMC Helix Business Workflows from your employees' service requests that were submitted in the BMC Helix Digital Workplace Advanced application. |
Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests |
After you set up your system on your tailoring environment, you can move the data to your production and QA environments by using content packages. For more information about exporting content packages, see Exporting and importing content packages to move customized data between environments.
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