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Creating a Flowset for a line of business

Flowsets are used to modify or extend the way cases are handled throughout their lifecycle. During a case lifecycle, different functions are triggered to run the processes that are associated with the functions. As a case business analyst, you can create Flowsets for the companies to which you have access permissions or create them for the Global company so that you can use the Flowsets across any company in BMC Helix Business Workflows.

Process of creating Flowsets

The following figure explains the process to use Flowsets for a line of business:

Creating processes for a Flowset

As a case business analyst, we recommend that you create processes for a Flowset in the appropriate application library for the particular line of business. For example, create a process for the HR Flowset under the HR application library. You can create your own custom processes or use the sample processes provided out of the box with BMC Helix Business Workflows. 

Learn more about creating processes in Defining the application business logic through processes . For a description of the process designer elements, see Process designer elements .

For detailed example of a Flowset-specific process, see FAQs.

Out-of-the-box sample processes 

As a case business analyst, you can create a custom process by copying a sample process. You can copy the out-of-the-box sample processes to the same application or different application.

The following table provides details about the sample processes for each function:

FunctionDescriptionSample Process NameBMC Reference ProcessOperation Process Input Parameters
InitializationThis is the first process that gets triggered as part of the Create operation. It assigns the case fields with certain values.Case - Sample Initialization Case - InitializationCreateCase record (57370)
Operation—Create
ValidationThis process is used to validate the data integrity and perform all business logic validations.Case - Sample ValidationsCase - ValidationsCreate and updateCase record (450000000),
previous case record (450000002)

Operation (450000001)—Create or Set
AssignmentThis process is used to perform the case assignment. To route the assignment, the process refers to the Case Assignment Mapping record definition rules.

Case - Sample Assignment

Case - AssignmentCreate and updateCase record (450000000),
previous case record (450000152)
Operation (450000151)—Create or Set

Status TransitionThis process is used to perform the tasks that are needed when the case status changes.

Case - Sample Status Transition

Case - Status TransitionCreate and updateCase record (450000000),
previous case record (450000001)
Operation (450000151)—Create or Set
ApprovalThis process is used to trigger the approval flow. To initiate the approval, the process refers to the Approval Mapping record definition rules and uses only the database committed values of the case attributes.

Case - Sample Approval

Case Approval FlowAfter create and updateCase record (536870912)
Operation (450000002)—Create
NotificationThis process is used to send notifications and uses only the database committed values of the case attributes.

Case - Sample Notifications

Case - Default NotificationsAfter create and after updateCase record (57370)
Event (450000151)—EventName
Data Access PermissionThis process is used to set the row-level security fields. It is used to provide data access to different roles or groups.

Case - Sample Data Access Permission

Case Set Access Permission to CaseCreate and update

Case record (536870912)
previous case record (450000151)
Operation (450000003)—Create or Set

Activity Update by Users

This process is used to add custom logic whenever a new social post is added
to a case. The origin parameter in the process identifies the social post that is added via email, agent, or BMC Helix Digital Workplace Advanced.

Social - Sample Activity Update by UsersNoneAfter update
 Click here to expand...
  • Origin (450000151)— SelectionField with  the following allowed values:

       "10": "Agent",
        "20": "Email",
        "30": "Digital Workplace"

  • isPublic(450000154)—True or False depending on whether it is a public post or not

  • AuthorPersonID (450000155)—Person Id of the person responsible for the activity post

  • CompanyId (450000152)—Company ID of the person posting the social comment

  • TicketID (450000153)—Case ID of the case for which the social comment was posted

  • postDetails (450000158)—Post details of the actual social post

  • attachmentGroupID (450000159)—Reference ID of the attachments if the social post contains the attachment

  • AuthorEmailID (450000156)—Email ID of the author

  • TicketDisplayID (450000157) Case Display ID—the one we see in UI CASE-00012121 etc)

To define a Flowset

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings .
  3. Navigate to Manage Flowsets > Define Flowsets.
  4. Click Flowset Configuration.
  5. In Company, select the company for which you are creating the Flowset. Select Global if you want this Flowset to be available across all companies in a tenant.

  6. Complete the Flowset Name and Description fields.

    The Flowset name is saved in the case instead of in Flowset ID. If the name is modified, existing cases will still display the old Flowset name and the new name will be displayed for new cases. To avoid confusion about Flowset names, you can no longer change the name after the Flowset is saved.

    Best Practice

    To avoid incorrect mapping on a shared system, we recommend that you prefix the Flowset name with the company name. For example, when defining the Flowset for the facilities of Calbro Services, enter Calbro_Facilities Flowset or for a global facilities flowset, enter Global_facilities Flowset.

  7. In Status, select one of the following options:
    • Draft—The Flowset definition is still in progress and not ready to use.
    • Active—The Flowset is ready to use.
    • Inactive—The Flowset is deprecated and not in use. 

      Tip

      You cannot delete a Flowset, but you can change the status of a Flowset to Inactive when you do not want to use it.

  8. Save the Flowset.

Important

After you create a Flowset, create a globally copy of the Flowset, and create a Flowset specific status copy from the global status data. Learn more about how to define custom case statuses, see Modifying the lifecycle of cases, tasks, and knowledge articles.

 To map the Flowset with the processes and functions

To trigger the Flowset-specific processes for a case, map the processes with the Flowset. 

  1. In the Flowsets Configuration page, click the Flowset that you want to map.
  2. In the Edit Flowset Configuration page, click + Process Mapping.
  3. In Functions, select the function related to the process. 

    Important

    If your process does not relate to any of the functions in the list, you must add it when creating or modifying processes in the process designer.

  4. In Process Name, select from the line of business specific processes or from all processes.

    For example, map the status transition process for facilities with the Facilities management Flowset.

  5. In Process Execution Type, select one of the following options:
    • Exclusive—If you want to run only the Flowset process and not the default process. 
      Example: You want to run the status transition process that you have created for your line of business and not the default status transition process. 
    • Additive—If you want to run both - the default process and the Flowset process.
      The Flowset process runs before the default process. If the Flowset process triggers any other processes within its configuration, these processes are executed first and then the execution of the default process begins.
      For example, you have defined a status transition process for the Flowset. Select this option to run the default status transition process as well as the Flowset related status transition process. The Flowset related process is run before the default process.

      Important

      For the Initialization and Activity Update by Users functions, Process Execution Type is set to Additive.

  6. In Status, select one of the following options:
    • Draft—The process is not ready to use.
    • Active—The process is ready to use.
    • Inactive—The process is deprecated and not in use. 

  7. Click Save.

You can create a case template by using a flowset. You can use the flowset configuration defined in the case template to create a case and trigger the associated processes.

The following video (8:10) explains the process of creating a Flowset for cases:

 https://youtu.be/x4VilKK3QYE

Related topics

Flowsets

BMC Helix Business Workflows for a line of business

Configuring automatic case assignments

Mapping case status to approvals

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