21.05 enhancements preview
Preview the BMC Helix Business Workflows 21.05 enhancements for upcoming features that will benefit your organization and to understand changes that might impact your users.
Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.
View and track incoming emails
As a case business analyst, view and track emails in the Incoming Messages console along with the status, received time, sender, and other details. If the incoming emails are not received successfully, or if an error occurs, you can reprocess the emails.
Enable detection of email loops
As an administrator, enable the detection of email loops for incoming emails by setting the EMAIL_LOOP_TIME_INTERVAL_IN_MINUTES and EMAIL_LOOP_NO_OF_EMAILS_THRESHOLD parameters. When the number of emails received crosses the limit that you set, a warning email is sent to the email ID that you configured in the respective template, and any further emails are stopped.
Multiple options to select attachments while composing emails from cases
As a case agent, based on your permissions, select attachments from different sources such as case and task attachments, social comments, dynamic data attachments, and attachments from BMC Helix Digital Workplace Advanced.
View search results on a separate tab
View search results on a separate tab, independent of the search view. You can open cases, tasks, knowledge articles, case or task templates, or people on a separate tab. This ensures that the case, task, or search view is not lost.
View SLA in days instead of in hours
View the SLA for cases in days instead of in hours. The number of days is calculated considering the holidays based on the case site. SLA in days helps in showing the accurate time by which a case will be resolved.
Improved tracking for knowledge article feedback counter
As a case business analyst, track the number of views and helpful feedback for different versions of knowledge articles for your lines of business. Out of the box, the value of the RESET_FEEDBACK_COUNTER parameter is set to false to carry forward the feedback counter for subsequent versions of knowledge articles. If you don't want to carry forward the feedback counter, set the value to true.