Phased rollout

   

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

Case and task views for lines of business

A view is a different look and feel of a UI form that is provided by default. For example, BMC Helix Business Workflows provides a default view of the Cases console. As a case business analyst, you can create a line-of-business specific view by adding and removing fields, restructuring the fields, and changing the positions of the fields to suit your business needs. You can have a different view for each line of business and ensure that specific fields that are used for that line of business are displayed.  

Examples

  • BMC Helix Business Workflows provides a default view of the Cases console. For the HR line of business, a case business analyst adds the Date of Joining field on the Cases console.
  • For the Procurement line of business, a case business analyst adds the Supply Dispatch Date field in the Create Case form.

The following image shows the default cases workspace view and the customized view:

This image image shows the default cases workspace view and the customized view

The following changes are made in the views:

  • Page title is changed from Cases to Current Cases.
  • Watchlist button is renamed to Follow.
  • Sorting is changed from the Modified Date field to Priority field.

Customizable views for lines of business

You can customize the following views in BMC Helix Business Workflows from Settings > Line of Business > View Configuration:

  • Default Case Console
  • Default Case Create
  • Default Case Edit
  • Case Preview
  • Default Task Console
  • Default Task Create
  • Default Task Edit
  • Task Preview

You cannot customize the following out-of-the-box views:

  • Person Profile
  • Person Profile Extension
  • Case Watchlist
  • Configure Case Approvals
  • Configure Case Assignments
  • Default Knowledge Articles

Application of custom views

You can customize views for lines of business by using the extension container, or by copying the default views and then modifying them. To apply a view, you must activate the view. You can have multiple copies of the same view for a line of business. However, at any given time, only one view can be active for a line of business. You can also apply customized views in different environments, such as development, QA, tailoring, and copy the views from one environment to another.

All out-of-the-box preset filters are automatically replicated to the new view. If you have any customized preset filters in your setup, you must configure the preset filter again after copying the view.

Default views for the BMC Sample Facilities line of business

For the BMC Sample Facilities line of business, the following views are provided out of the box with the asset related information visible:

  • Case Console
  • Case Create
  • Case Edit

In all these views, Floor and Room fields are displayed by default. The Scheduled Start Date field is also visible on the Case Edit view. The value of the Scheduled Start Date field is populated by system and is the same as what is configured in the associated schedule to create the case.

Important

Values are populated for the Floor, Room, and Scheduled Start Date fields only when a single asset is related to a case. When more than one asset is related, or if no assets are related to the case, the fields remain empty.

A case business analyst can use the Floor, Room, and Scheduled Start Date fields in reporting.

The following images show the Facilities specific views and the asset related information in the views:

Case Console view:

This image shows BMC Sample Facilities line of business case console view

Case Create view:

This image shows BMC Sample Facilities line of business case create view

Case Edit view:

This image shows BMC Sample Facilities line of business case edit view

Considerations for reverting customized views

If you do not want to use a custom view, you can revert to the default or a different custom view. When you activate the reverted view, the changes are applied to all existing and new records. For example, if you change the title of the default Create Case form to New Case, when a case agent creates a case with that form, the title appears as New Case. If you revert to the default Create Case title, when a case agent creates a case, the form opens with the title Create Case.

Considerations for upgrading customized views

After you upgrade to 21.3 or later, your customized views work as before. However, if you want to create line-of-business specific views, you must either use the extension container or create a copy of the view and modify the copy. Learn how to customize views in Customizing views for lines of business.


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