Creating and updating case and task templates
As a case business analyst, create case and task templates so that case agents use the predefined template to easily create cases and tasks. You can copy a template to create a new template and reuse the information that is common to similar type of requests. You can enable case agents to gather and store additional case-related information by adding dynamic fields to a template. Administrators can import templates data to BMC Helix Business Workflows in bulk.
The following table lists the actions that you can take to create and update templates:
| Action | Reference |
|---|---|
Create case and task templates, and add dynamic fields to the templates. Case agents can use these templates to create cases and add tasks to cases. | Creating case templates and task templates |
| Define a task flow for a case template to specify the required tasks and define the order in which they must be executed. | Defining task flows in a case template |
| Understand the methods to add additional fields to cases or tasks and when to use them. | Methods of adding additional fields to cases or tasks |
| Add dynamic fields related to a case or task to the dynamic field library. While creating a case or task, case agents use the dynamic fields for additional information about the case or task. | Adding dynamic fields for storing additional case information |
| Add dynamic groups to a case or task template to help case agents to categorize dynamic fields and view them in an organized manner. | Adding dynamic groups for categorizing dynamic fields |
| Create a copy of a case or task template so that you can modify the same template for different companies. | Copying of a case or task template |
| Create activity note templates so that case agents can use these templates while adding activity notes to a case, task, or person profile. | Creating activity note templates |
Import data for templates and knowledge articles in bulk from Excel sheets to BMC Helix Business Workflows. | Importing data for templates and knowledge articles in bulk from Excel sheets |
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