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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:

ComponentRole/PermissionDescription

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 accessTo 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)
  • Flowsets
  • Task Management
  • Email
  • Notification

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:

RolePermissions
Case Application Access

View the Create menu and Quick Case option on the navigation bar to create a case.

Reporting Access

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.

Knowledge Candidate

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.

Knowledge Contributor

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.

SLM Administrator

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.

Report Administrator

Create or modify reports.

Task Administrator

Read and write access to all tasks and templates. 

Flowsets AdministratorCreate Flowsets for various line of business in the administrator's organization.
Approval AdminCreate and maintain approval processes.

Notification Administrator

Configure notification events, templates, and processes.

Cognitive Administrator

Configure a training data set to train the cognitive service.

Email Config AdministratorConfigure an email ID, and associates acknowledge and email templates to it.
Social User

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 ReadRead access to case and task status.
Document manager

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 Additional functional roles.

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 and additional resources.

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