Adding users in BMC Helix Business Workflows
Administrators can add additional users in BMC Helix Business Workflows. The application leverages the Person record of BMC Helix Innovation Suite so that you can add users and their related information such as general details, access, assignment, and support group details. A Person record definition represents an employee or agent from a support group in an organization.
You can add the following types of users:
- Employee—A user who raises a request for a service and contacts an agent.
- Agent—A user who uses BMC Helix Business Workflows to create and manage cases for service requests.
To add a user
- As an administrator, log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Foundation Data > Manage People.
On the Manage People page, click New, and complete the fields as required.
The following table describes the fields on the Access Details and Other Details tab in detail:
Tab Field Description Access Details Functional Roles Select the required functional role based on the responsibilities of the user. For example, if the user needs to only manage the service requests, select the Case Agent functional role.
Best Practice: We recommend that you assign case-related functional roles (Case Agent, Case Manager, Case Business Analyst) to an Agent user only.
Application Licenses Select the application licenses that should be assigned to the user. Default Notify Mechanism
Select the default method to notify the agent about different events, for example, case assignment.
Important: If you select Alert, the notifications are displayed on the notifications icon when the agent logs in to the application.
Tenant Admin Select the toggle key when you want to specify the user as an administrator. The Application Business Analyst option is removed when you select this option. Application Business Analyst
Select the toggle key when you want to specify the user as a case business analyst.
Important: Ensure that you have selected the BMC Helix Innovation Suite Named License under Application Licenses for a case business analyst.
Bundle Access If you select the Application Business Analyst toggle key, you need to provide the user access to the application bundles that the user can modify. Select all the applicable application bundles that the user should have permission to modify. Other Details Notification Language Select a preferred language in which notifications are sent to the user if the user is a case agent. Secondary Contact Information Specify the secondary contact information of the user such as phone number and email address.
You can use the user's secondary email as a trusted ID while setting up email IDs to enable automatic case creation from emails.
Learn more about how to set up email IDs to enable automatic case creation from emails in Setting up email IDs for automatic case creation.
To define business-related information for a user
- From the Manage People page, select the user and click Edit.
- Depending on the user type, complete the following steps:
- (Optional) Edit basic details of the user in the Basic section.
In the Advanced section, associate the following information with the user:
Tab Information Business Units Associate any business units and departments to which the user belongs. Employees Add the employees that the user manages. Associated Organizations Associate the organization to which the user belongs. The user has access to the records of the associated organization. You can also add organizations that the user needs to manage. Support (Only for Agent user) Add departments and support groups to which the user belongs.
Important: To assign cases to an agent user, you must associate a support group with the user.