Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Automating dynamic field updates

As a case business analyst, you can automate the tasks of retrieving and updating dynamic fields data so that manual effort of case agents is reduced. To automate these tasks, use the Get Dynamic Data or Update Dynamic Data elements in the Process designer of BMC Helix Innovation Studio. These elements are available when you are creating a process for automated task templates, flowsets, and so on.

Get Dynamic Data element properties

A Get Dynamic Data element retrieves a dynamic field value. The following table describes the  Get Dynamic Data properties:

PropertyDescription
INPUT MAP
Record Definition Name

Specify the record for which you want to retrieve dynamic field data such as a case or task.

Perform any of the following actions:

  • To retrieve data from a case, specify the field value as "com.bmc.dsm.case-lib:Case".
    You can retrieve data from dynamic fields in the case and all the tasks in the case.
  • To retrieve data from a task, specify the field value as "com.bmc.dsm.case-lib:Task".
    You can retrieve data from dynamic fields only in the task.
Ticket IDSpecify the ticket ID of the record for which you want to retrieve data. For example, if you want to retrieve data of a dynamic field in a case, specify the case ID.
Template IDID of the case or task template that consists of the dynamic field.
OUTPUT MAP
NameSelect the process variable that you want to obtain as output values from the element.
SourceSpecify the output of the element.

Update Dynamic Data element properties

A Update Dynamic Data element updates a dynamic field value. The following table describes the Update Dynamic Data properties:

PropertyDescription
INPUT MAP
Template IDID of the case or task template that consists of the dynamic field.
Ticket IDSpecify the ticket ID of the record for which you want to retrieve data. For example, if you want to retrieve data of a dynamic field in a case, specify the case ID.
DataSpecify the output of a Create Document element.

Example: Automating dynamic field updates

 Hannah is a case business analyst in Calbro Services. She creates a task flow in a case template for generating a visa letter. Hannah wants to add the following tasks in the task flow:

  • Fetch of information to generate a visa letter
  • Generate the letter
  • Notify the user that the letter is ready

Hannah also wants to check the requester's travel purpose, business or personal. She wants to add the following information to the letter based on the travel type:

  • Business travelThe travel purpose is business meeting.
  • Personal travelThe travel purpose is social and tourism.

To check the travel type, Hannah adds a Travel Type dynamic field in the case template. She also adds dynamic fields such as Passport details, Destination country, Date of travel, and Employment Start Date in the case template. She uses the Get Dynamic Data and Update Dynamic Data elements in the task flow as shown in the following figures:

Task flow details


Get Dynamic Data element details


Create Document for Business travel element details


Update Dynamic Data for Business travel element details


Create Document for Personal travel element details


Update Dynamic Data for Personal travel element details


Related topics

Process designer elements Open link

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