×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')
BMC Helix Business Workflows 21.05 Troubleshooting

Troubleshooting application access and usage issues

The following table describes the problems that users with different functional roles might encounter and their possible solutions:

ProblemFunctional roleSolutionReference

Unable to login to BMC Helix Business Workflows.


Case Business Analyst, Case Agent, Case Manager

You must be assigned at least one functional role - Case Business Analyst, Case Agent, or Case Manager to access BMC Helix Business Workflows. Contact your Administrator for required permissions.

Data access model



Unable to create and edit cases.Case agent

You can create or edit cases only if one of the following conditions is true:

  • You are submitter of the case.
  • You belong to the default support group of the submitter when the case was created.
  • You belong to the support group to which the case is assigned.
  • You are assigned to the case.
Unable to edit tasks.Case agent

You can create or edit tasks only if one of the following conditions is true:

  • You can access the parent case to which the task that you want to edit is associated.
  • You are assigned to the task.
  • You belong to the support group to which the task is assigned.
  • You are assigned the appropriate BMC Helix Business Workflows functional role.
Unable to create or edit case templates and task templates.-You must have the Case Business Analyst functional role to create or edit case templates and task templates.-

Unable to perform configuration tasks.

Unable to view the Settings link in BMC Helix Business Workflows.

Case agent

You must have the Case Business Analyst functional role to perform configuration tasks such as creating service targets, creating and editing templates, defining case approval and case assignment rules, and so on.

Contact your Administrator for required permissions.

-
Unable to access some menu options on the top navigation bar.-

Access to menu items is defined by your functional role. You must be assigned a particular functional role to access the menu options.

Contact your Administrator for required permissions

Setting up roles and permissions

Unable to view a case in the Case Console.Case agent

The case is not displayed in the Case Console for one of the following reasons:

  1. The case was reassigned to another support group, and you are not a part of this support group.
  2. There are filter conditions applied to the console. Remove any filters applied and refresh the Case console.
  3. The grouplist data associated to you is corrupted. You must contact the Administrator to verify your user data.
-
Unable to view knowledge templates that you created.Administrator

Ensure that the parent knowledge set of the knowledge template is associated to BMC Helix Business Workflows.

Creating knowledge sets and knowledge templates
Unable to view reports.Case ManagerEnsure that the administrator has onboarded you and you have the Reporting Access role.Assigning functional roles and permissions

Unable to open a case or knowledge article from a report.

Case Manager

Ensure that you have provided the BMC Helix Innovation Studio server details in Reporting to enable the Launch case or View article link.

Viewing reports

Unable to view the history of a case.

Case Agent, Case Manager, or Case Business Analyst

Ensure that you have write access to the case to view the case history. By default, only the assignee, submitter, and assigned support group of the case have write access to it.

-
While creating a case by using Quick Case, unable to view the details of a requester, previous cases of the requester, and related cases and articles.

Case Agent

Ensure that you have validated the requester while creating the case, if required.


Case creation options

While creating a case, after completing all the required fields, the Save button is disabled.

As a case assignee, I do not receive notifications about updates in the case status.


Case Agent

Notifications are not sent for one of the following reasons:

  • You have updated the case status, in which case you won't receive a notification.
  • If notification preference is set to Email so on screen notifications are not displayed
  • If notification preference is set to Broadcast email notifications are not sent.
    Ask your Case Business Analyst to view your preference, and check your email or Alerts depending on the preference set.
  • As a Case Business Administrator, check the output of the Process: Case > Notifications > Assignment under Manage Process in BMC Helix Innovation Suite.

Email notifications are not updated in the Activity Feed of a case.



Unable to find the requester when creating a caseCase Agent

When creating a case, the Requester field displays users from the companies that you have access. If you do not have access to the requester's company, the user is not displayed in the Requester field.

Case creation options
Unable to find a case template when creating a caseCase Agent

If you are unable to find a template you are looking for, do one of the following:

  • Ask your Case Business Analyst to verify that the status of the template is Active.
  • Verify that you have access to the company for which the case template has been defined. When creating a case, you can only select the the case templates associated to the companies to which you have access.
Creating case templates and task templates
Unable to update a task status

Case Agent

Task Assignee

The task status cannot be updated in the following scenarios:

  • You have only Read access to the case. Request the Case Agent to provide you access to the case.
  • The task is not active. You can only update the status of tasks that are active.
  • You are attempting to update the status of an Automatic task that is in between the In Progress and Resolved status. Task status of an automatic task cannot be updated manually when it is in between those statuses
Task lifecycle

Unable to find a specific knowledge article that exists in the system

Unable to see any Knowledge articles when editing the case.

Case Agent

You are unable to find a knowledge article in the following scenarios:

  • You do not have access to the knowledge article.
  • The Case Management application is not associated with the knowledge set for which the articles was created.
  • The knowledge article is not Published.
Creating and editing knowledge templates
Knowledge Template is not displayed when creating a knowledge article.Case Agent

Check the following configurations for the knowledge template:

  • The template belongs to correct Knowledge set, that is associated with correct application.
  • User has at least read permissions for Knowledge Set.
  • The knowledge template is not Disabled.


Was this page helpful? Yes No Submitting... Thank you
Last modified by Prajakta Pradhan on May 24, 2021
troubleshooting permissions restrictions access unable view reports case history requester details site contact email_id previous cases related knowledge_articles open edit tasks create templates perform carry_out administrative validate validation externallink

Comments

Log in or register to comment.

Troubleshooting
Troubleshooting errors
© Copyright 2017 - 2021 BMC Software, Inc.
Legal notices

Powered by Atlassian Confluence and Scroll Viewport

© Copyright 2005-2024 BMC Software, Inc. Use of this site signifies your acceptance of BMC’s Terms of Use . BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. These trademarks are registered and may be registered in the U.S. and in other countries.