FAQs

Yes. You must be assigned the task or belong to the support group that is assigned to the task to view and edit the task.

BMC Helix Business Workflows provides various roles that provide you specific permissions and access to the product such as reporting access, document manager, SLM user, notification user, and cognitive user. For information about the roles, see Roles in BMC Helix Business Workflows.

Licensing BMC Helix Business Workflows enables you to:

• Control access to your application.
• Protect the intellectual property of your organization.
• Reduce management costs, and adhere to your organization's compliance policies.

To use BMC Helix Business Workflows, BMC SaaS Operations assigns an application license to the tenants. An administrator no longer has to assign individual licenses to agents and business analysts. 

BMC Helix Business Workflows supports the following languages:

• English (en)
• French (fr)
• German (de)
• Spanish (es)
• Italian (it)
• Brazillian Portugese (pt-br)
• Dutch (nl)
• Swedish (sv)
• Danish (da)

The following table describes how users can select the required language from various browsers:

The default support group is the first support group that the server matches chronologically.

Example: You belong to three support groups: HR-Helpdesk, HR-Recruitment, and HR-Benefits. The server matched you to the HR-Helpdesk support group followed by the HR-Recruitment and HR-Benefits support groups. HR-Helpdesk is your default support group.

1. As an administrator, log in to BMC Helix Innovation Studio and navigate to the Administration tab.
2. Navigate to Foundation Data > Manage People.
3. On the Manage People page, open the required user profile.
4. In the Edit Person pane, in Basic, on the Access Details tab, expand the Functional Roles list, and view the roles.

The following figure depicts a typical process for cases related to facilities and the flowset-specific process for the Assignments function. The Assignments process explains how the system looks for a Flowset-specific process and assigns the case accordingly. If the Flowset-specific process is not found, the case is assigned according to the default assignment mapping.

The following table describes the stages of this process example:

BMC Helix Business Workflows enables a case business analyst to configure the assignment and read-access mapping to assign the case to the relevant support groups or individuals added in the mapping. 

Consider a scenario where a case business analyst configures a mapping for assignment and read-access with the following values:

The case business analyst configures the mapping for assigning the case to the relevant support group. After an agent creates a case, BMC Helix Business Workflows selects the mapping based on the following scenarios:

Scenario 1: Exact match is found

If all the values added in a case matches with the values defined in a mapping (best match is found), the case is assigned to the support group that is defined in the mapping.

Scenario 2: No match is found

If no match is found, the case is assigned to the support group that is defined in the default mapping. 

Scenario 3: Best match is found

If a few of the values in the case match the values defined in the mapping, the mapping with the closest match is applied.

If no best match is found and a default mapping is not defined, the case submitter must manually assign the case to a support group. If the case submitter does not manually assign the case, BMC Helix Business Workflows generates an error.

BMC Helix Business Workflows can be integrated with phone systems if the phone systems are configured to pass certain parameters to BMC Helix Business Workflows. When a case agent receives a call from such a configured phone system, Quick Case opens, and the details of the caller are automatically populated in Quick Case.

For more information, see Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems.

Yes, you can enable the option to automatically create service requests in from  at a Company level. For more information, see Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases.

As a case business analyst, you can hide the identity of case agents in public comments in BMC Helix Digital Workplace Advanced by enabling the HIDE_AGENT_NAME_FROM_REQUESTER setting in BMC Helix Business Workflows from Line of Business > Manage Line of Business > Application Configurations. You can enable the setting at a global level for all companies in your setup or for specific companies. For more information, see Anonymizing agent names to ensure agents privacy.

As a case business analyst, when you enable the setting to anonymize case agent names in public comments in BMC Helix Digital Workplace Advanced, you must also specify the case agent name alias. To create a case agent name alias, enable the AGENT_NAME_ALIAS setting in BMC Helix Business Workflows from Line of Business > Manage Line of Business > Application Configurations. If you have anonymized the agent names at a global level, you can define an agent name alias at a global level. If you have anonymized agent names for specific companies, you must define an agent name alias for every company. For more information, see Anonymizing agent names to ensure agents privacy.

In the Knowledge workspace, select the PrevDocReference option from the More icon. This option displays the previous knowledge article IDs of the migrated knowledge article in the PrevDocReference column.

You can view all emails that are sent to BMC Helix Business Workflows in the Incoming Email Messages console. If an email is received but not processed successfully, a case business analyst can reprocess that email. Learn more about incoming emails in Tracking and reprocessing incoming emails.