Adding dynamic groups for categorizing dynamic fields

As a case business analyst, you can add dynamic groups to a case or task template to help case agents to categorize dynamic fields and view them in an organized manner. Case agents can view dynamic groups when they create a case or task by using the templates.

For example, an employee wants to apply for Paid Time Off (PTO). A case business analyst creates a dynamic field group PTO details in the Apply PTO case template. The case business analyst adds dynamic fields such as PTO start date and PTO end date to the group. A case agent creates a case for the employee by using the Apply PTO template. While creating the case, the agent updates the dynamic fields in the PTO details dynamic field group based on the employee's response.

For information about how to create dynamic fields, see Adding dynamic fields for storing additional case information.

You can add new dynamic groups in a case or task template by using the following ways:

• Add new groups to dynamic group library, and use them in case or task template.
• Add new groups to a case or task template directly.
  When you add a new dynamic group in a case or task template, by default, the group is not added to the dynamic group library.

To add a dynamic group to the dynamic group library

1. Log in to BMC Helix Business Workflows.
2. Click My Application Settings .
   
3. Select Application Configuration > Dynamic Group Library. 
4. On the Dynamic Group Library page, from the Line of Business list, select the line of business for which you want to add a dynamic group, and click Dynamic Group.
   If you have access to a single line of business, the line of business is selected by default.
   

5. On the Create Group dialog box, perform the actions as described in the following table:

   Field	Action
   Group Name	Enter a name for the dynamic group. The name must be unique for every group. Important: Do not use a dot (.) in the name of the dynamic group.
   Display Label	To enter a label for a group, click Localize. 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 a label. When you create a case, the system automatically displays the value entered for the locale related to the region where you have logged in.
   Status	Select a status from the list. The list displays the following options: Active—Select this status to make the group available in a case template or task template. Inactive—Select this status if you do not want to display the group in a case template or task template. If the dynamic group is set to the Inactive status, on the case or task template page, you cannot view the dynamic group when you click the Manage Dynamic Fields option.

6. To add a new dynamic field to the group, click +Dynamic Field, and specify the values for the dynamic field.
   The dynamic field is added to the line of business that you select while creating the dynamic group.
   
7. To add an existing dynamic field to the group, in the Available Dynamic Fields section, search for the dynamic field, and drag the field to the group.
   The dynamic fields available for the line of business that you select while creating the dynamic group are displayed in the Available Dynamic Fields section.
   
8. To change the order of a dynamic field in the group, drag the field to the desired location.
9. Click Save.

To add a dynamic group to a case template or task template

1. Log in to BMC Helix Business Workflows.

2. Click My Application Settings .
   

3. To add a dynamic group to a template, perform one of the following steps:

   • To add a dynamic group to a case template, select Case Management > Templates.

   • To add a dynamic group to a task template, select Task Management > Templates.

4. On the template details page, from the Line of Business list, select the line of business for which you want to update a template.
   If you have access to a single line of business, the line of business is selected by default.

5. Open the required template from the list.

   You can edit templates that are in the Draft status.

6. On the template details page, click Manage Dynamic Fields.

7. On the Manage Dynamic Fields dialog box, click +Dynamic Group, complete the following fields, and click Save.

   Field	Description
   Group Name	Enter a name for the dynamic group. The name must be unique for every group. Important: Do not use a dot (.) in the name of the dynamic group.
   Group Display Label	Enter a label for the dynamic group.
   Active	Select this option to display the group while creating a case.
   Publish in Library	Select this option to publish the group to the dynamic group library so that you can use the group in other case templates. If you do not select this option, the group is only available for the case template in which you create the group.

   
   

8. On the Manage Dynamic Fields dialog box, expand the dynamic group, and add dynamic fields to the group by performing any of the following actions:

   • To add a new dynamic field to the group, click +Dynamic Field, and specify the values for the dynamic field.
   • To add an existing dynamic field to the group, in the Available Dynamic Fields section, search for the dynamic field, and drag and drop the field to the group.
9. To change the order of a dynamic field in the group, drag the field to the desired location.
10. Click Save.

To use the template in which you add dynamic groups, you must change the status of the template to Active.

Related topics

Creating case templates and task templates

Automating tasks for quicker case resolution