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Automating tasks for quicker case resolution

Case business analysts can automate tasks in a case so that the tasks can be executed automatically without any user intervention. For information about task automation concept, see Task automation. You can create task templates to define an automated task and you can associate these templates to a case.

You must perform the following tasks to create a task template for an automated task:

TaskActionReference
1Create a task template for an automated task.Create a task template for an automated task
2

(Optional) Add dynamic fields to the task template so that you can use these fields as input or output for the next steps in the task.

Add dynamic fields to the task template for an automated task
3(Optional) Add dynamic groups to the task template so that you can categorize the dynamic fields.

Add a dynamic group to the task template for an automated task

4

Edit process to define your automated task.

If you are using dynamic fields in the task template,  modify the process to update the dynamic fields.

Edit process and manage dynamic fields associated with a task template
5Associate the task template for your automated task to a case template.Associate the task template to a case template

To create a task template for an automated task

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. Select to Task Management >Templates.
  4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to create a template.
    If you have access to a single line of business, the line of business is selected by default.
  5. Click .
  6. On the Create Task Template page, enter values for the Template Name.

  7. Complete the additional fields as explained in the following table:

    Based on the line of business, the values for task labels, task categories, task assignments, and owner groups fields are available for selection.

    FieldDescription
    Create New Process?

    Choose whether you want to create a new process or use an existing process.

    • To create a new process, click .
      A new process is created that consists of only the Start element, Stop element, and basic properties. You must edit this process as per your requirements. You do not need to register the process.
    • To use an existing process, click .
    New Process NameIf you choose to create a new process, specify a process name.
    Important: The process is stored in the line of business bundle in which you create the task template. For example, if you create a task template in Facilities line of business, the process is stored in the com.bmc.Facilities bundle.
    Task SummarySpecify a summary for the automated task.
    Task PrioritySelect the priority for the task from Critical, High, Medium, and Low.
    Task DescriptionDescribe the automated task template.
    Task CompanySelect the company for which you want to create the template. Select one of the following options:
      • Global—All companies in a tenant can view the template.

      • A company name—Only agents of the selected company can view the template.

    LabelSelect a label for the task template.
    You can filter the templates based on a specific label.
    Task Category Tier 1, Task Category Tier 2, Task Category Tier 3, Task Category Tier 4

    Select the categorization tiers for the task. Categorization helps in the task assignment and classification. 
    For example, when a task is created without an assignee, the task category can be used to assign the task.

    Important: If there is an active domain, Category Tier 1 displays values that belong to that domain.

  8. Complete the task metadata fields as explained in the following table:

    FieldDescription
    Template Status

    Select one of the following statuses:

    • Draft—This is the default status of a new template
      In the Draft status, the template is not available for use.
    • Active—The template is available for use.
      Important: Only active 
      templates are searchable and available for use. 
    • Inactive—The template is redundant, and no longer in use.

    Owner Company, Owner Organization, and Owner Group

    To make a support group or user the owner of the template, complete the following steps:

      1. Select a combination of Owner Company, Owner Organization, and Owner Group.
        Agents in the owner company can view the template. A list of all the users of the support groups directly related to the selected combination of company and organization is displayed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the owner organization as Human Resources, all groups defined for Human Resources are displayed in the list.
      2. Click Save.

    Important:

    • You can make a support group or a user of the support group of any other company that you have access to as the owner of the template.

    • In the Owner Company field, only Operating - Internal, Operating - Customer, and Service Provider companies that you have access to are listed.

    Details of the individual or group to which the case should be assigned is displayed based on selected values.

  9. Click Save.

Best Practice

We recommend that you associate a separate process for every automated task template. If you create multiple task templates by using the same process, the dynamic fields associated with different task templates get combined and are displayed on every template page.

Important

A process that is associated with an automated task in the BMC Helix Business Workflows versions earlier to 19.02, now has a document variable added to it.

 To add dynamic fields to the task template for an automated task

After you create a task template for an automated task, you can add dynamic fields to the task template either from the dynamic field library or by creating a dynamic field directly from the template. To add dynamic fields to the task template, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings .
  3. Navigate to Task Management > Templates.
  4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to update a template.
    If you have access to a single line of business, the line of business is selected by default.
  5. Select the required task template for an automated task. Ensure that the template is not in the Active status.
  6. On the template page, click Manage Dynamic Fields.
    • To add a dynamic field to a template, perform the following steps:
      1. Click Dynamic Field > New Field.
      2. Specify the details such as Field NameField Description, and complete the additional details as described in the following table:

        Field

        Description

        Field Value TypeSelect the type of the dynamic field from the list. 
        The field values support all value types except multi-select and radio button types.
        Information SourceSelect the source from which you want to collect the response to the dynamic field while creating a case.
        You can choose one of the following sources from the list:
        • Requester—A requester provides responses to the dynamic fields while creating a case.
        • Agent—A case agent provides responses as required while working on a case.
        • Task assignee—A Task assignee provides responses when executing a task associated with the case.
        • System—Select this option when you want an automated task to populate the information automatically without any user intervention. 
        Required

        To make the response to the dynamic field mandatory while resolving a case, select Required .

        Confidential

        To make the dynamic field confidential, select Confidential .

        Hidden

        To make the dynamic field, select Hidden .

    • To add dynamic fields from the dynamic field library, perform the following steps:

      1. From the Available Dynamic Fields list, select a dynamic field. 
        The list displays all the Active dynamic fields which are available in the dynamic field library.

      2. (Optional) Update the Information Source and Required fields.

  7. Click Save.

To add a dynamic group to the task template for an automated task

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. To add a dynamic group to a task template, select Task Management > Templates.

  4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to update a template.
    If you have access to a single line of business, the line of business is selected by default.
  5. Open the required template from the list.

    You can edit templates that are in the Draft status.

  6. On the template details page, click Manage Dynamic Fields.

  7. On the Manage Dynamic Fields dialog box, click +Dynamic Group, complete the following fields, and click Save.

    FieldDescription
    Group NameEnter a name for the dynamic group. The name is unique for every group.
    Important
    : Do not use a dot (.) in the name of the dynamic group.
    Group Display LabelEnter a label for the dynamic group.
    ActiveSelect this option to display the group while creating a task.
    Publish in LibrarySelect this option to publish the group to the dynamic group library so that you can use the group in another case template.
    If you do not select this option the group is only available for the case template in which you create the group.


  8. On the Manage Dynamic Fields dialog box, expand the dynamic group, and add dynamic fields to the group by using any of the following ways:

    1. To add a new dynamic field to the group, click +Dynamic Field, and specify the values for the dynamic field.
    2. To add an existing dynamic field to the group, in the Available Dynamic Fields section, search for the dynamic field, and drag the field to the group.
      The dynamic fields available in the line of business of the template are displayed in the Available Dynamic Fields section.
  9. To change the order of a dynamic field in the group, drag the field to the desired location.
  10. Click Save.

To edit process and manage dynamic fields associated with a task template for an automated task

While creating a task template, if you have selected to create a new process, you must edit the process that gets created by default to meet your requirements. Also, if you have added dynamic fields or dynamic groups to your task template and you want to update them automatically by using the process, in the process you must add steps to manage the dynamic fields and dynamic groups. You can use the Update Task Data element in the Process designer of BMC Helix Innovation Studio for managing the dynamic fields and dynamic groups. 

To edit process and manage dynamic fields associated with a task template, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings .
  3. Select Task Management > Templates.
  4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to update a template.
  5. Select the required task template for an automated task. Ensure that the template is not in the Active status.
  6. On the template page, click Edit Process.
    The Process designer of BMC Helix Innovation Studio opens in a new window. In the Process designer, a template of the process is displayed with the Process and Document variables populated.

  7. In the Process designer, modify the process as per your requirement.

  8. (Optional) If you have added dynamic fields to your task template, perform the following steps to update them automatically:

    1. From the Palette, drag the Update Task Data element to the canvas where you want update the dynamic fields or dynamic groups in the process.
    2. In the Element properties pane, enter values in the required fields, such as Action Type NameLabel, and so on, and complete the other details as described in the following table:

      SectionFieldDescription
      GENERALRun asSelect the Inherit from Process option from the list.
      The process in which you want to use the Update Task Data element is set to defined requirements.
      INPUT MAP

      Task ID
      1. Click Click to build an expression. 
      2. On the Edit Expression page, select  from the list displayed in the Available Values pane.

      The Task ID option indicates the task ID of a task created by using a task template so that the dynamic fields associated with the task template are updated.

      Document Definition NameSelect a value from the list.
      The document definition name must be same as that of input Document Definition.
      Add/Remove Documentation NodesClick this option and from the list select the dynamic fields which you want to update, and click Apply.
      The list displays all the dynamic fields associated with the task template.

      After you add the dynamic fields, click Click to build an expression to enter an expression for updating the dynamic fields.
  9. Click Save and go to the previous window to see the template details page.
  10. Change the status of the template to Active.

To associate a task template for an automated task to a case template

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. Select Case Management > Case Templates.
  4. On the Case Templates page, from the Line of Business list, select the line of business for which you want to update a template.
    If you have access to a single line of business, the line of business is selected by default.
  5. Select the required case template. Ensure that the case template is not in the Active status.
  6. On the template details page, click Add Tasks.
    A list of active task templates for the selected company is displayed.
  7. Select the template for the automated task that you want to use and click Save.

Best Practice

We recommend that you associate task templates to a case template in sequence in which you want the tasks to execute. For more information about sequence of tasks, see Task flow.
Agents can also add an automated task to a case. For more information about adding tasks to a case, see Associating cases, knowledge articles, and related users to cases.

Modifying a task template for an automated task

Only a case business analyst can modify a task template for an automated task. You can modify the following template details based on your access permissions:

Access to the application or library that you want to editSubmitterBelong to template owner groupTemplate details that you can modify
(tick)(tick)(tick)Dynamic fields and other details such as priority, categories, metadata, and so on
(tick)(error)(tick)
(tick)(tick)(error)
(tick)(error)(error)Dynamic fields only
(error)(error)(tick)Other details except dynamic fields
(error)(error)(error)None

Related topics

Task automation

Process designer elements

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