Adding custom selections to label menus

As a case business analyst, you can create labels for cases, tasks, case templates, task templates, service target configurations, document templates, activity note templates, notification templates, email templates, case read access mappings, assignment mappings, and approval configurations. Labels help case agents to sort cases, tasks, templates, and mappings. For example, you create labels to add new case priority values, such as Urgent, Important, and so on, for your organization. While creating cases that need to be resolved urgently, case agents select the Urgent label for the cases. A case manager who wants to view all the cases that need to be resolved urgently, filters the cases by using the Urgent label.

To create a label

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. Select Application Configuration > Menu Items.
  4. On the Menu Items page, from the Line of Business list, select the line of business for which you want to create a label.
    If you have access to a single line of business, the line of business is selected by default.
  5. Click + Menu Item, and complete the fields as described in the following table:

    Menu NameSelect Label.
    Menu Option

    Click Localize to enter the name of the menu item. 
    On the Localize Value page, enter the values for Default Locale and other locales. The value added for the Default Locale option is displayed as the label name.
    When you create a case, the system automatically displays the value entered for the locale related to the region where you have logged in.


    Select one of the following statuses:

      • Active—The label is available for use.
        Note: Only active labels are available for use.

      • Inactive—The label is not available for use.

      • Deprecated—The label is no longer in use.
    Available on UI

    Select to make the menu appear on the UI.

  6. Click Save.

Related topics

Case creation options

Creating case templates and task templates

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