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.

Flowsets

Flowsets are ways to define the flow of a case related to a particular line of business. The appropriate Flowset is triggered based on the case template. For example, the facilities Flowset is triggered when a case is created by using the facilities case template.

The following figure gives an example of a Flowset for facilities management and the associated processes:

Functions

Functions are the typical developmental stages of a case lifecycle. BMC Helix Business Workflows provides the following functions for which you can create and configure processes for their line of business:

FunctionTriggered when...
InitializationA case is created or updated.
Validation

A case is created or updated.

In this process, the case record data and the business logic defined for the process is validated. A case business analyst can use this function to overwrite or extend the existing validation process or create a custom validation process.

AssignmentA case is assigned to an assignee or a support group.
Status transition The case status changes.
Approval

Actions performed on the case require approval.

A case business analyst can overwrite or extend the existing approval process or create a custom approval process.

Notification

Notifications are sent for different case events.

A case business analyst can configure a custom process to send additional notifications.

Data Access Permission

A case is created or updated.

A case business analyst can provide additional users access to the case record data.

Activity Update by Users

Notes related to the following events are added into the case:

  • Email—Notes related to case creation or updation via an email.
  • BMC Helix Digital Workplace Advanced—Notes added to a case via
    BMC Helix Digital Workplace Advanced.
  • Case agent—Note added to the activity feed by a case agent.

When a Flowset is triggered, the custom processes associated with these functions take precedence over the default processes.

Example of using Flowsets for different lines of business

On a shared system, two tenants—Tenant A and Tenant B want to use BMC Helix Business Workflows to manage cases related to Facilities management and Legal management. The status, assignment, approval, notifications message, and other functions of facilities and legal cases differ from each other for both the tenants. A case business analyst must define a Flowset each for Facilities management and Legal management.

In the following example, when a case is created, the appropriate Flowset is triggered based on the company and the case template:

The following video (6:15) explains the basic concepts of Flowset and how to define a Flowset:

https://youtu.be/h_AAqKcbTyI

Related topic

Creating a Flowset for a line of business


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