Responsibilities and permissions of a Case Business Analyst
A case business analyst has the following responsibilities:
- Configure the application according to the business requirements.
- Act as a liaison between business owners, technology, process owners, and support teams.
- Create or modify reports according to the business requirements.
BMC Helix Business Workflows provides the Case Business Analyst functional role to enable users to configure BMC Helix Business Workflows according to the business needs of their organization. This role replaces the Case Administrator role from the previous releases.
For a user to have complete capabilities required for a business analyst, the user must have the following roles and permissions:
BMC Helix Business Workflows
|Case Business Analyst functional role|
To access the configuration data in Case Management.
BMC Helix Platform
|Application Business Analyst role|
To access BMC Helix Platform
For more information about the permissions provided by the Application Business Analyst role, see Roles and permissions .
BMC Helix Business Workflows components
|Write access||To be able to edit the associated bundle. For the selected application or library, an Application Business Analyst can add new objects or modify out-of-the-box objects for which customization is allowed.|
BMC Helix Platform
Must have a BMC Helix Platform Named License associated to the user account.
Required to access BMC Helix Platform.
Note: Named License is available with BMC Helix Platform and is not a separate license required by BMC Helix Business Workflows.
Access to system data
As a case business analyst, you have access to the following configuration items:
- Case Management
- Service Level Management (read and write access)
- Task Management
However, you do not have access to the configuration items for Knowledge Management. The administrator must provide you the Knowledge Coach role to access the Knowledge Management configuration items. For more information about how to provide the Knowledge Coach role, see Providing Knowledge Coach role to case business analyst.
You also do not have access to the Foundation data like users, company, location. Foundation data is managed by an administrator.
Roles provided out of the box
With certain out-of-the-box roles that belong to different functional areas, the Case Business Analyst functional role enables you to perform configurations in the product.
For example, to create a custom notification, a you need a role from the Notifications functional area. Whereas, to create a data set to train the cognitive service, you need a role from the Cognitive functional area.
The following table describes capabilities that out-of-the-box roles provide to a case business analyst:
|Case Application Access|
View the Create menu and Quick Case option on the navigation bar to create a case.
View the Reports option on the navigation bar to access the Reporting dashboard directly from BMC Helix Business Workflows.
Case Business Analyst
Access the configuration items related to BMC Helix Business Workflows.
Access to cases created for or belonging to the support group that the case business analyst belong to.
Create and maintain knowledge articles.
A Knowledge Candidate can create a knowledge article by using any of the available templates, move the article in its lifecycle, and update the article details. A Knowledge Candidate can also maintain the article quality by providing and incorporating feedback for articles.
Review, enhance, and complete articles that other agents create to suit a wider audience.
A Knowledge Contributor can flag articles that need improvement and unflag articles after improvement. A Knowledge Contributor can also create and validate articles, approve internal publishing of articles, and retire internally published articles.
Read and write access to all fields and record definitions for the administrator's companies.
An SLM Administrator can configure service targets according to the business needs.
Create or modify reports.
Read and write access to all tasks and templates.
|Flowsets Administrator||Create Flowsets for various line of business in the administrator's organization.|
|Approval Admin||Create and maintain approval processes.|
Configure notification events, templates, and processes.
Configure a training data set to train the cognitive service.
|Email Config Administrator||Configure an email ID, and associates acknowledge and email templates to it.|
Read and write access to activity feeds in cases and tasks.
A Social User can add and filter notes, view a case history, and associate relevant resources with a case in the activity feed.
|Shared Services Read||Read access to case and task status.|
Creates and manages documents in the document library. A case manager or case agent can also be assigned the role of the Document manager.
For more information about the document manager's role, see Roles in BMC Helix Business Workflows.
By default, the Task Viewer role from the Task Management functional area is not assigned to any functional role. To provide the case manager read-only access to tasks, the administrator must assign the Task Viewer role to the case manager.
For more information about assigning roles, see Assigning functional roles and permissions.
Roles to view the Foundation data
There are certain out-of-the-box roles that enable you to view the Foundation data such as organization, location, support group, and so on.
For more information about these roles, see FAQs.
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