Troubleshooting application access and usage issues
The following table describes the problems that users with different functional roles might encounter and their possible solutions:
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.
|Unable to create and edit cases.||Case agent|
You can create or edit cases only if one of the following conditions is true:
|Unable to edit tasks.||Case agent|
You can create or edit tasks only if one of the following conditions is true:
|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 Settingslink in BMC Helix Business Workflows.
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
|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:
|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 Manager||Ensure 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.
Ensure that you have provided the BMC Helix Innovation Studio server details in Reporting to enable the Launch case or View article link.
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.|
Ensure that you have validated the requester while creating the case, if required.
|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.
Notifications are not sent for one of the following reasons:
Email notifications are not updated in the Activity Feed of a case.
|Unable to find the requester when creating a case||Case 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 case||Case Agent|
If you are unable to find a template you are looking for, do one of the following:
|Creating case templates and task templates|
|Unable to update a task status|
The task status cannot be updated in the following scenarios:
Unable to find a specific knowledge article that exists in the system
Unable to see any Knowledge articles when editing the case.
You are unable to find a knowledge article in the following scenarios:
|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: