Phased rollout

   

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Defining application configurations for your line of business

As a case business analyst, you can modify the application-specific configurations in BMC Helix Business Workflows for your line of business and change the values for the out-of-the-box parameters.

You can modify the default values for the configurations, or even add a new configuration for your line of business.

To add a new configuration for your line of business

  1. As a case business analyst, click Settings 
  2. Expand Line of Business, and click Manage Line of Business.
  3. From the Line of Business list, select the line of business for which you want to define the configurations.
    If you have access to a single line of business, the line of business is selected by default.
  4. On the Application Configurations tab, click + Configuration.
  5. Specify the Configuration Name and Description.
  6. Specify the Configuration Value for the parameter.
  7. Click Save.

To view the default configurations for your line of business

  1. As a case business analyst, click Settings 
  2. Expand Line of Business, and click Manage Line of Business.
  3. From the Line of Business list, select the line of business for which you want to define the configurations.
    If you have access to a single line of business, the line of business is selected by default.
  4. On the Application Configurations tab, view the default configurations and their values.

Use the following table to understand the default settings that are provided for your line of business in BMC Helix Business Workflows:

Parameter

Description

Reference

ADD_DWP_SURVEY_ON_CASE

Enable the display of survey feedback for BMC Helix Digital Workplace Advanced service requests in BMC Helix Business Workflows.

Enabling the display of survey feedback from BMC Helix Digital Workplace Advanced for your line of business

ADD_VIEW_COUNT_TO_CASE_ACTIVITYProtect privacy of case agents by disabling the tracking and displaying of case view counts in activity notes.Hiding case view counts from activity notes for privacy for your line of business
AUTOMATED_TASK_FAILURE_NEXT_ACTIONConfigure the next action that should occur when an automated task fails.Configuring the next action for an automated task failure
CASE_REOPEN_TIMELINE_IN_DAYSSpecify the number of days after which a case can be reopened after it is closed.Creating case templates and task templates
CREATE_SERVICE_REQUEST

Enable automatic case creation of a service request in BMC Helix Digital Workplace Advanced for a case.

Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases

DATE_FORMAT

DATE_TIME_FORMAT

Set up the date and time format that will be displayed in PDF files.Setting up date and time format for PDF files for your line of business

HIDE_AGENT_NAME_FROM_REQUESTER

AGENT_NAME_ALIAS

Protect privacy by hiding the agent name in the service request in BMC Helix Digital Workplace Advanced and chats.

Anonymizing agent names to ensure agents privacy for your line of business
INDIVIDUAL_ASSIGNMENT_METHODEnable automatic case assignment.Creating case templates and task templates
NEXT_REVIEW_PERIODDefine the time for a periodic review of knowledge articles.Defining the periodic review duration for published knowledge articles

RESOLUTION_CODE_MANDATORY

RESOLUTION_DESCRIPTION_MANDATORY

Make the resolution code and resolution description mandatory when a case is resolved so that the case is linked to appropriate knowledge articles that can be used for reference.Enabling mandatory resolution codes and description for cases for your line of business
RESOLVE_CASE_ON_LAST_TASK_COMPLETIONAutomatically resolve a case that is created by using the case template after the completion of the last task in the case.Creating case templates and task templates
UPDATE_PARENT_ON_NEW_ACTIVITYTrack activity updates in cases and knowledge articles.Tracking activity updates in cases and knowledge articles for your line of business
LIST_OF_EMAIL_PROFILESView the email profile that is available for use with lines of business in your setup. Email profiles are configured before you define lines of business. The default profile is already configured in this setting. Administrators or case business analysts do not need to use this setting.

Configuring email profiles and templates

Defining your line of business



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