BMC Helix Business Workflows 21.3
Consult the following table for a list of notices and information about updates to BMC Helix Business Workflows.
To stay informed of changes to this space, click the icon on the top of this page.
The following updates have been added since the release of the space:
|September 5, 2023|
|June 15, 2023|
|December 20, 2022|
|September 2, 2022|
|August 1, 2022|
BMC Helix Business Workflows 21.3.05 is available for on-premises customers.
|May 23, 2022|
BMC Helix Business Workflows 21.3.05 is available for SaaS customers.
|March 23, 2022|
BMC Helix Business Workflows 21.3.04 is available for SaaS and on-premises customers.
|February 8, 2022|
This update includes defect fixes.
|January 20, 2022|
BMC Helix Business Workflows is available for SaaS customers.
|January 5, 2022|
BMC Helix Business Workflows is available for on-premises customers.
|October 4, 2021|
As a case business analyst, configure BMC Helix Business Workflows for your organization.
As a case business analyst, set up BMC Helix Business Workflows according to your line of business.
As a knowledge coach, develop a knowledge base for case agents to access reference information easily.
As an agent, create a knowledge article adding information that agents can use to resolve an existing issue, view information about different policies of your organization, and so on.
As an agent, create a case by adding details about the user's issue or request. After the case is assigned, work on a user issue by adding related information, reviewing relevant knowledge articles, and taking actions to work on and resolve the issue or request.
As an agent, view information about knowledge articles and progress of cases.
As a case manager, view information about case performance, agents workload, service target status, efforts, and so on.
As a case business analyst and administrator, set up roles and permissions, create templates, configure case approvals, set service targets, case assignments, define notifications, and so on for your organization.
As a case business analyst, add custom data and custom processes to extend BMC Helix Business Workflows to meet your organization requirements.
As an administrator, integrate BMC Helix Business Workflows application with third-party applications or other BMC applications.
Common issues, error messages, logs, and contacting Support.
Here are some answers to the most frequently asked questions about the BMC Helix Business Workflows product.
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:
|Browser||Operating System||Steps to change the language|
|Google Chrome||Windows, Apple MacOS||Open Settings, search for language settings, and add the required language.|
|Mozilla Firefox||Windows, Apple MacOS||Navigate to Open Menu and click Options. Search for language settings and add the required language.|
In Control Panel, in the Clock, Language, and Region option, add the required languages in the order of preference.
You must download the install pack of the added languages and then restart the computer.
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.
- As an administrator, log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Navigate to Foundation Data > Manage People.
- On the Manage People page, open the required user profile.
- 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:
|1||A case is created.|
|2||The case details are sent to Call Create sub process.|
|3||The case initialization process runs.|
|4||The case validation process runs.|
|5||The case assignment process is triggered.|
|5a||The case details after initialization and validation is sent to the assignment process.|
|5b||The system checks whether a Flowset is specified in the case details.|
|5c||If the Flowset is specified, the Flowset based assignment process is called.|
|5d||If the Flowset is not specified, the default assignment process is triggered.|
|5e||The system checks whether the Flowset based assignment process exists.|
|5f||If the Flowset based assignment process exists, the system runs the process.|
|5g||The case is assigned to the support group or individual specified in the process.|
|5h||If the process is additive (to be run in addition to the default process) or the support group is not mentioned in the Flowset based assignment process, the default assignment process runs. The case is assigned based on the default assignment process.|
|6||The status transition process runs.|
|7||The Row Level Security process runs.|
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:
|Mapping name||Company||Flowset||Category Tier 1||Category Tier 2||Category Tier 3||Priority||Support group|
|Compensation Mapping 1||Calbro Services||Human Resources||Total Rewards||Compensation||Recognition Awards||High||Compensation and Benefits|
|Compensation Mapping 2||Calbro Services||-||Total Rewards||Compensation||Recognition Awards||-||Employee Relations|
|Compensation Mapping 3||Calbro Services||-||Total Rewards||Compensation||-||Low||Staffing|
|(Default) Compensation Mapping 4||Calbro Services||-||-||-||-||-||Workforce Administration|
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.
|Case Name||Company||Flowset||Category Tier 1||Category Tier 2||Category Tier 3||Priority||Case is assigned to|
|Case 1||Calbro Services||Human Resources||Total Rewards||Compensation||Recognition Awards||High||Compensation and Benefits|
|Case 2||Calbro Services||-||Total Rewards||Compensation||-||-||Staffing|
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.
|Case Name||Company||Flowset||Category Tier 1||Category Tier 2||Category Tier 3||Priority||Case is assigned to|
|Case 1||Calbro Services||-||Talent Management||-||-||-||Workforce Administration|
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.
|Case Name||Company||Flowset||Category Tier 1||Category Tier 2||Category Tier 3||Priority||Mapping applied|
|Case 1||Calbro Services||-||Total Rewards||Compensation||-||-||Employee Relations|
|Case 2||Calbro Services||-||Total Rewards||-||-||Low||Staffing|
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.