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BMC Helix Business Workflows 21.05 ... Integrating Integrating with BMC Helix Digital Workplace Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests

Example of creating services in BMC Helix Digital Workplace Catalog

As a case catalog administrator, you can enable case creation in BMC Helix Business Workflows via service requests in BMC Helix Digital Workplace Advanced. To do this, you create services in BMC Helix Digital Workplace Catalog that are specific to BMC Helix Business Workflows. When employees request these services from the BMC Helix Digital Workplace Advanced client application, corresponding cases are automatically created in BMC Helix Business Workflows.

For more conceptual information, see Catalog.

Scenario

For Calbro Services, you want to create a service—HR-Onboarding employee. When an employee requests for this service, a case is created in BMC Helix Business Workflows.

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.
  5. Enter a Name for the workflow, and click Create.
    The Workflow designer is displayed and by default, the Start and End elements are displayed on the canvas.
  6. From the Palette, drag the Create Ticket element to the canvas.

  7. In the Properties section, perform the following steps:

    1. Click Edit and complete the fields as described in the following table:

      SectionFieldDescription
      GENERALNameEnter the workflow name as Workflow for HR-Onboarding employee.
      VARIABLESAdd/Remove Variables

      Click this, and add the following input and output variables:

      Input variable: SBContext

      1. Click Add Variable.
      2. Enter the variable name as SBContext.
      3. Specify the data type as Service Broker Context.
      4. Click Save.

      Input Variable: Summary

      1. Click Add Variable.
      2. Enter the variable name as Summary.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Template

      1. Click Add Variable.
      2. Enter the variable name as Template.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Description

      1. Click Add Variable.
      2. Enter the variable name as Description.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Category Tier 1

      1. Click Add Variable.
      2. Enter the variable name as Category Tier 1.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Category Tier 2

      1. Click Add Variable.
      2. Enter the variable name as Category Tier 2.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Category Tier 3

      1. Click Add Variable.
      2. Enter the variable name as Category Tier 3.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Category Tier 4

      1. Click Add Variable.
      2. Enter the variable name as Category Tier 4.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Region

      1. Click Add Variable.
      2. Enter the variable name as Region.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Site

      1. Click Add Variable.
      2. Enter the variable name as Site.
      3. Specify the data type as Text.
      4. Click Save.

      Input Variable: Priority

      1. Click Add Variable.
      2. Enter the variable name as Priority.
      3. Specify the data type as Selection.
      4. In the Options field, click Edit, and add the following options and values:
        • Critical—1000
        • High—2000
        • Medium—3000
        • Low—4000
      5. Click Save.

      Note: You can also configure the Priority options while creating the questionnaire.

      Input Variable: Target Date

      1. Click Add Variable.
      2. Enter the variable name as Target Date.
      3. Specify the data type as Date/Time.
      4. Click Save.

    2. Select the Create Ticket element, click , and complete the fields as described in the following table:

      SectionFieldDescription
      GENERALLabelEnter the element label as Create Case.
      INPUT MAPConnection ID

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Connection, add .
        Select the Helix Platform connector. The default name is Helix and can be modified.
      2. Click OK.
      Sub-Catalog ID

      Click Click to build an expression and perform the following steps:

      1. In Available Values, select Process Variables > SBContext > Service, and add .
      2. Click OK.
      Service Request GUID

      Click Click to build an expression and perform the following steps:

      1. In Available Values, select Process Variables > SBContext > Service Request, and add .
      2. Click OK.
      Service Request Display ID

      Click Click to build an expression and perform the following steps:

      1. In Available Values, select Process Variables > SBContext > Service Request, and add .
      2. Click OK.
      Requester

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand SBContext. Then, expand Requested By User and add .
      2. Click OK.
      Ticket Template GUID

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, add .
      2. Click OK.
      Process Correlation Id

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Description

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Category Tier 1

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Category Tier 2

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Category Tier 3

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Category Tier 4

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Region

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Site

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Priority

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.
      Target Date

      Click Click to build an expression and perform the following steps:

      1. In Available Values, from Process Variables, expand General and add .
      2. Click OK.

  8. Save the workflow.

To create a questionnaire

  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. From the list of available workflows, select Workflow for HR-Onboarding new employee.
  5. From the Actions list, click Manage Questions and perform the following steps:
    1. In the Questionnaire Library pane, expand Actions and select Create single user request.
    2. In Questions Designer, from Process Questions, add Template.

      1. Specify the following details for the questionnaire:

        FieldDescription
        Form Element TypeSpecify Text Field.
        LabelEnter Template Name.
        Default Value

        Select the toggle key .

        TypeSelect Ticket Template.
        Template NameSelect the template name with which a case should be created for the service request.
        Hidden

        Select the toggle key .

    3. In Questions Designer, from User Generated Questions, add a question.

      1. Specify the following details for the question:

        FieldDescription
        Form Element TypeSelect Text Field.
        LabelEnter Urgency.
        Required

        Select the toggle key .

  6. Save the questionnaire by entering the questionnaire name as HR-Onboarding employee questionnaire.

To create and publish a service

  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 > Services.
  4. Expand Create New, and click Service.
  5. On the New Service dialog, complete the following fields:
    • Name—Enter HR services.
    • Version—Enter 1.
    • Template—Select HR service template.
  6. Click Create Service.
  7. After you create the service, complete the service profile. To associate a workflow and questionnaire with the service, perform the following steps:
    1. Click Edit.
    2. Click Add next to Workflow and add Workflow for HR-Onboarding employee.
    3. Click Add next to Questions and add HR-Onboarding employee questionnaire.
  8. In the Service Options pane, click , and click Approve and Publish.

After you publish the service, the service is available for the users. When employees use this service to submit their requests, the associated workflow is run and the questionnaires are displayed to them.

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Last modified by Prajakta Pradhan on May 24, 2021
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Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases
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