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.

Setting up a line of business

BMC Helix Business Workflows provides out-of-the box configurations to get started with the product. As a case business analyst, you can set up the product according to your line of business such as Facilities, Travel, and Legal. You can create templates, automate various processes and tasks, set service targets, define custom notifications, and so on. You can also modify the lifecycle of cases, tasks, and knowledge articles.

Create templates so that case agents can use the predefined formats while creating cases and tasks.Creating and updating case and task templates

Automate BMC Helix Business Workflows to save time and effort taken by case agents.

Automating BMC Helix Business Workflows
Configure service targets to attach milestones to cases so that agents can track the progress of cases.Configuring service targets for tracking case progress
Create custom notifications for users.Creating custom notifications

Configure approvals for BMC Helix Business Workflows.

Configuring case approvals
Generate PDF documents for information that is requested by users.Defining document templates and generation of PDFs
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
Enable case agents to reopen cases for a certain number of days.Enabling case agents to reopen a case
Enable users to send emails to request services and enable automatic case creation for the user requests.Enabling automatic case creation from emails
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