×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')
BMC Helix Business Workflows 21.3

Onboarding and implementing

BMC Helix Business Workflows is available for SaaS and on-premises users. On-premises users must download the artifacts from the Electronic Product Download (EPD) site and then proceed to setting up the requirements and then deploying the application. SaaS users must subscribe to BMC Helix Business Workflows to get BMC Helix Business Workflows deployed in your environment.

After you subscribe to BMC Helix Business Workflows, BMC provisions and activates your system and provides information about how to access those systems. For more information about your product activation, see  BMC Helix Business Workflows service Open link . You can then proceed to complete the steps in Before you set up BMC Helix Business Workflows.

After BMC Helix Business Workflows is successfully deployed, you must complete the steps that are required to configure BMC Helix Business Workflows according to your business requirements.

Onboarding on-premises users on BMC Helix Business Workflows

Complete the following steps to onboard on-premises users on BMC Helix Business Workflows:

TaskActionReference
1

Make deployment artifacts available.

Host BMC Helix Innovation Suite container images and token to access the images on the Electronic Product Download (EPD) site and make the deployment artifacts available for download.

2

Make sure that your system meets the hardware and software requirements.

System requirements Open link  in the BMC Helix Innovation Suite Deployment documentation.

3Download the artifacts required to perform the installation from the BMC Electronic Product Distribution (EPD) site.

Downloading the installation files Open link in the BMC Helix Innovation Suite Deployment documentation.

4Run the HELIX_ONPREM_DEPLOYMENT pipeline.

Performing the installation Open link in the BMC Helix Innovation Suite Deployment documentation.

5Perform post installation configurations.

Performing the installation Open link in the BMC Helix Innovation Suite Deployment documentation.

You can now proceed to complete the steps in Before you set up BMC Helix Business Workflows.

Onboarding SaaS users on BMC Helix Business Workflows

After you subscribe to BMC Helix Business Workflows , BMC provisions and activates your system and provides information about how to access those systems. For more information about your product activation, see  BMC Helix Business Workflows service Open link . You can then proceed to complete the steps in Before you set up BMC Helix Business Workflows.

Before you set up BMC Helix Business Workflows

After installing BMC Helix Business Workflows, make sure that you complete the following steps before you set up BMC Helix Business Workflows:

  • During activation, BMC Helix Single Sign-On is configured to authenticate the user accounts defined within Action Request System. If you want to configure SAML-based authentication in your organization with BMC Helix Single Sign-On, you must submit a request to BMC Support to configure BMC Helix Single Sign-On configuration with SAML.
  • After you configure the incoming and outgoing mailboxes, complete the following steps to make sure that emails that are received in the Rule Based Engine in  Action Request System are processed appropriately by BMC Helix Business Workflows:
    1. Open the AR System Email Mailbox Application Mappings form in Mid Tier.
    2. Select Incoming as the Message Type, and specify the Mailbox Name.
    3. Select com.bmc.dsm.email-lib for the Application Name.
    4. Select the Innovation Suite Applications check box.
    5. Enable the configuration, and save it.

      Learn more about the form in  AR System Email Mailbox Application Mappings Open link .

Setting up BMC Helix Business Workflows

To set up BMC Helix Business Workflows for your company, the administrator and case business analyst perform the following tasks:

Use the following tabs to learn more about the steps that are involved in each task:

    Action Reference

    Define your line of business such as Facilities, Human Resources, Finance, or Legal.

    		 BMC Helix Business Workflows for a line of business
    Actions Reference
    Create individual data elements of Foundation data that is specific to BMC Helix Business Workflows such as categories and support groups. Creating Foundation data specific to BMC Helix Business Workflows

    Filter Foundation data for your line of business by using domain tags.

    		 Associating Foundation data with domain tags
    Assign functional roles to users, functional roles per line of business, bundle access, and permissions so that only the authorized users can perform actions in a line of business. Define the assignment availability of case agents and enable agents to take up assignments. Setting up functional roles, permissions, and assignments for users
    Action Reference

    Define configurations such as summarization service and time zone at the global or company level.

    		 Defining global configurations
    Actions Reference
    Define parameters that are specific to your line of business, such as date and time format for PDF files. Defining application configurations for your line of business
    Actions Reference
    Define case and task templates to simplify case creation for agents. Creating and updating case and task templates
    Define assignment mappings for automatic assignment of cases. Automating case assignments
    Configure service targets to track progress on cases and ensure that the cases meet the required service level targets. Configuring service targets for tracking case progress
    Configure approvals for BMC Helix Business Workflows to ensure that cases and tasks go through the approval cycles.

    Configuring case approvals

    Configuring task approvals
    Modify the lifecycle of cases, tasks, and knowledge articles to make it more specific to a line of business. Modifying the lifecycle of cases, tasks, and knowledge articles
    Create custom notifications for users. Creating custom notifications
    Action Reference
    Activate a line of business so that case agents can use it. Defining your line of business
    Action Reference

    Extend out-of-the-box configurations by adding custom data and processes to customize BMC Helix Business Workflows according to business requirements.

    		 Extending BMC Helix Business Workflows
    Actions Reference

    Leverage the cognitive capabilities available with BMC Helix Platform to use the advantages of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case.

    		 Leveraging cognitive capabilities in BMC Helix Business Workflows

    Automatically create cases for case agents in BMC Helix Business Workflows from your employees' service requests that were submitted in the BMC Helix Digital Workplace Advanced application.

    		 Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests

    After you set up your system on your tailoring environment, you can move the data to your production and QA environments by using content packages. For more information about exporting content packages, see Importing, exporting, and reusing content packages.



    Was this page helpful? Yes No Submitting... Thank you
    Last modified by Smitha Raviprakash on Oct 11, 2023
    uploading users setup_and_configuration setup externallink onboard

    Comments

    Log in or register to comment.

    Best practices for BMC Helix Business Workflows
    Defining your line of business
    © Copyright 2017 -2022 BMC Software, Inc.
    Legal notices

    Powered by Atlassian Confluence and Scroll Viewport

    © Copyright 2005-2023 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.