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.

Onboarding and implementing

After you subscribe to BMC Helix Business Workflows, BMC provisions and activates your system and provides information about how to access those systems. For more information about your product activation, see BMC Helix Business Workflows service Open link .

As an administrator to get started with BMC Helix Business Workflows, the first step is to create a line of business, such as Human Resources, Facilities, Travel, or Legal. You must then define domain tags to set up the Foundation data to be used in BMC Helix Business Workflows, and define application configurations for the global or company level. A case business analyst can then create configuration data for that line of business, activate the line of business, and if required, define configurations to extend BMC Helix Business Workflows. Learn more about Foundation data in Setting up Foundation data about the people in your company.

Before you begin

After installing BMC Helix Business Workflows, make sure that you complete the following steps before you set up BMC Helix Business Workflows:

  • During activation, BMC Helix Single Sign-On is configured to authenticate the user accounts defined within Action Request System. If you want to configure SAML-based authentication in your organization with BMC Helix Single Sign-On, you must submit a request to BMC Support to configure BMC Helix Single Sign-On configuration with SAML.
  • After you configure the incoming and outgoing mailboxes, complete the following steps to make sure that emails that are received in the Rule Based Engine in  Action Request System are processed appropriately by BMC Helix Business Workflows:
    1. Open the AR System Email Mailbox Application Mappings form in Mid Tier.
    2. Select Incoming as the Message Type, and specify the Mailbox Name.
    3. Select for the Application Name.
    4. Select the Innovation Suite Applications check box.
    5. Enable the configuration, and save it.

      Learn more about the form in  AR System Email Mailbox Application Mappings Open link .

End-to-end onboarding and implementation

To set up BMC Helix Business Workflows for your company, the administrator and case business analyst perform the following tasks:

Use the following tabs to learn more about the steps that are involved in each task:

    Action Reference

    Define your line of business such as Facilities, Human Resources, Finance, or Legal.

    BMC Helix Business Workflows for a line of business
    Actions Reference
    Create individual data elements of Foundation data that is specific to BMC Helix Business Workflows such as categories and support groups. Creating Foundation data specific to BMC Helix Business Workflows

    Filter Foundation data for your line of business by using domain tags.

    Associating Foundation data with domain tags
    Assign functional roles to users, functional roles per line of business, bundle access, and permissions so that only the authorized users can perform actions in a line of business. Define the assignment availability of case agents and enable agents to take up assignments. Setting up functional roles, permissions, and assignments for users
    Action Reference

    Define configurations such as summarization service and time zone at the global or company level.

    Defining global configurations
    Actions Reference
    Define parameters that are specific to your line of business, such as date and time format for PDF files. Defining application configurations for your line of business
    Actions Reference
    Define case and task templates to simplify case creation for agents. Creating and updating case and task templates
    Define assignment mappings for automatic assignment of cases. Configuring automatic case assignments
    Configure service targets to track progress on cases and ensure that the cases meet the required service level targets. Configuring service targets for tracking case progress
    Configure approvals for BMC Helix Business Workflows to ensure that cases and tasks go through the approval cycles.

    Configuring case approvals

    Configuring task approvals

    Modify the lifecycle of cases, tasks, and knowledge articles to make it more specific to a line of business. Modifying the lifecycle of cases, tasks, and knowledge articles
    Create custom notifications for users. Creating custom notifications
    Action Reference
    Activate a line of business so that case agents can use it. Defining your line of business
    Action Reference

    Extend out-of-the-box configurations by adding custom data and processes to customize BMC Helix Business Workflows according to business requirements.

    Extending BMC Helix Business Workflows
    Actions Reference

    Leverage the cognitive capabilities available with BMC Helix Platform to use the advantages of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case.

    Leveraging cognitive capabilities in BMC Helix Business Workflows

    Automatically create cases for case agents in BMC Helix Business Workflows from your employees' service requests that were submitted in the BMC Helix Digital Workplace Advanced application.

    Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests

    After you set up your system on your tailoring environment, you can move the data to your production and QA environments by using content packages. For more information about exporting content packages, see Exporting and importing content packages to move customized data between environments.

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