Creating workflows

To enable case creation in BMC Helix Business Workflows via service requests in BMC Helix Digital Workplace Advanced, as a case catalog administrator, you must create a workflow in BMC Helix Digital Workplace Catalog.

You define various details in a workflow like information that employees need to provide while submitting a service request, number of cases that should be created for a service request, and so on.

For more conceptual information about BMC Helix Digital Workplace Catalog, see Catalog.

Elements in a workflow

You can create a workflow with different elements that are provided in the workflow designer. However, to enable case creation and show a case status change in a service request, you need to use the elements that are described in the following table:

For more information about elements, see Workflow designer elements overview .

To create a workflow

1. Log in to BMC Helix Business Workflows.
2. Click Manage Catalog.
   BMC Helix Digital Workplace Catalog is displayed.
3. In BMC Helix Digital Workplace Catalog, select Services > Workflows.
4. Click New Workflow.
   The Process Designer is displayed and by default, the Start and End elements are displayed on the canvas.

5. From the Palette, drag the Create Ticket and other required elements to the canvas. 

   Important

   To create a case from a service request, you must use the Create Ticket element under BMC Helix Innovation Suite.

6. In the Properties section, complete the fields.
   The following tables describe the fields for different elements in detail:
   •  Description of fields in Process Properties

     Section	Field	Description
     VARIABLES	Add/Remove Variables	Add the required input variables for the workflow. You can use these variables as questions in a questionnaire. Notes: Consider the following information while adding input variables: You need to add the SBContext input variable for the workflow. This variable enables you to define the service request details like summary, description, requester, and so on in the workflow. For SBContext, specify the data type as Service Broker Context. If you specify Template as an input variable and in the questionnaire, if you select a case template, the case corresponding to the service request is created by using the specified case template. If you do not specify Template as an input parameter and if the cognitive service is configured, the cognitive service predicts a case template for the service request based on the summary of the service request or the service request name. Then, the case is created by using the predicted case template. To add a variable, click Add/Remove Variables. On the Add/Remove Variables dialog, add the required variables, and click Save.

   •  Description of fields in the Create Ticket element

     Section	Field	Description
     INPUT MAP	Connection Id	Enables a connection between BMC Helix Digital Workplace Advanced and the BMC Helix Business Workflows instance by using the BMC Helix Innovation Suite connector. In the Edit Expression dialog box, in Available Values, expand Connection, and add BMC Helix Innovation Suite. For more information about connectors, see Service connector overview .
     	Sub-catalog ID	This ensures that the workflow is run for a service in the BMC Helix Business Workflows sub-catalog. In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Service, and add SubCatalog ID.
     	Service Request GUID	When a case is created for a service request, the service request GUID is used in the case. In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Service Request, and add SERVICE REQUEST GUID.
     	Service Request Display ID	This ensures that when a case is created for a service request, the service request ID is displayed in the case. In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Service Request, and add SERVICE REQUEST ID.
     	Requester	When a case is created for a service request, the requester is displayed in the case. In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext > Requested For User, and add LOGIN NAME.
     	Ticket Template GUID	When a case is created for a service request, the ticket template GUID is displayed in the case. In the Edit Expression dialog box, in Available Values, select Process Variables > Template.
     	Contact	Specify this field if you want to use Contact in a questionnaire. A case is created with the contact that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > SBContext > Requested By User > Contact.
     	Summary	Specify this field if you want to use Summary in a questionnaire. A case is created with the summary that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Summary.
     	Description	Specify this field if you want to use Description in a questionnaire. A case is created with the description that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Description.
     	Q & As	Specify this field if you want to create a questionnaire for the workflow. In the Edit Expression dialog box, in Available Values, select Process Variables > SBContext, and add Questions and Answers.
     	Process Correlation Id	Used internally by BMC to track a particular instance of a case and service request. In the Edit Expression dialog box, in Available Values, expand General, and add PROCESS CORRELATION ID. For more information about the process correlation ID, see Service connector overview .
     	Category Tier 1	Specify this field if you want to use Category Tier 1 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 1.
     	Category Tier 2	Specify this field if you want to use Category Tier 2 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 2.
     	Category Tier 3	Specify this field if you want to use Category Tier 3 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 3.
     	Category Tier 4	Specify this field if you want to use Category Tier 4 in a questionnaire. A case is created with the category tier that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Category Tier 4.
     	Region	Specify this field if you want to use Region in a questionnaire. A case is created with the region that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Region.
     	Site	Specify this field if you want to use Site in a questionnaire. A case is created with the site that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Site.
     	Priority	Specify this field if you want to use Priority in a questionnaire. A case is created with the priority that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Priority.
     	Target Date	Specify this field if you want to use Target Date in a questionnaire. A case is created with the target date and time that is provided in a service request. In the Edit Expression dialog, in Available Values, select Process Variables > Target Date.
     OUTPUT MAP	Add	This ensures that when a workflow is executed, a case is created for the service request. To add an output parameter, perform the following steps: Click Add. From the Name list, add Case. In Source, from the Available Values section, add Case. Click OK.

   •  Description of fields in the Receive Task element

     Section	Field	Description
     SIGNAL PARAMETERS	Add	Click the link to add the following parameters: ServiceRequestId—Determines the service request whose status needs to be updated and passes this information to the Receive Task element. ServiceRequestStatus—When a case status is changed, this parameter obtains the corresponding status for the service request based on the out-of-the-box status mapping. Then, the parameter passes this information to the Receive Task element. Process Context—Used internally by BMC to track an instance of a case and service request. When no parameter value is passed to the Receive Task element, the element is bypassed and the workflow executes the Track External Activity element.

   •  Description of fields in the Track External Activity element

     Section	Field	Description
     INPUT MAP	Request Id	The Receive Task element passes the service request ID to the Track External Activity element. Then, the status for that service request is changed. Click Edit and from Process Variables, add ServiceRequestId, and click OK.
     	Process Correlation Id	Used internally by BMC to track an instance of a case and service request. Click Edit and from Process Variables, add Process Context, and click OK.
     	Connection	Enables a connection between BMC Helix Digital Workplace Advanced and the BMC Helix Business Workflows instance by using the BMC Helix Innovation Suite connector. Click Edit and from Connection, add BMC Helix Innovation Suite, and click OK.
     	Status	The Receive Task element passes the service request status to the Track External Activity element. Then, this status is applied to the service request. Click Edit and from Process Variables, add ServiceRequestStatus, and click OK.

   •  Description of field in the Exclusive element

     Section	Field	Description
     GENERAL	Click to build an expression	Click this link and enter the condition expression for the Track External Activity output as: When this condition is met, the service request is complete and the process is closed. If the condition is not met, the process is executed again.

7. Save the workflow.
   The following figure shows the order of the elements in a workflow to create a case from a service request:
   
   You can also create multiple cases from a workflow. For example, when an employee submits a service request to onboard employees, separate cases are created for each employee.

   The following figure highlights the Parallel element that you must use to create multiple cases from a workflow:
   
   

   The following video (15:30) explains the concepts of BMC Helix Digital Workplace Catalog and how to submit a service request from BMC Helix Digital Workplace Advanced that creates a case in BMC Helix Business Workflows:

    https://youtu.be/-C569ztJWJY

Related topics

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

Example of creating services in BMC Helix Digital Workplace Catalog

Empowering BMC Helix Digital Workplace Advanced users to create cases in BMC Helix Business Workflows