Configuring a line of business
BMC Helix Business Workflows provides out-of-the box configurations to get started with the product. As a case business analyst, you can set up the product according to your line of business such as Facilities, Travel, and Legal. You can create templates, automate various processes and tasks, set service targets, define custom notifications, and so on. You can also modify the lifecycle of cases, tasks, and knowledge articles.
|Configure application configurations for your line of business.
|Defining application configurations for your line of business
|Create new content use cases and modify existing ones to suit your business requirements.
|Creating and reusing out-of-the-box content use cases for lines of business
|Create templates so that case agents can use the predefined formats while creating cases and tasks.
|Creating and updating case and task templates
|Create and update checklists to add to case templates.
|Creating and updating checklist templates
Provide default case access to support groups based on the field values of company, flowset, case category tiers, priority, and so on.
|Configuring default access for cases
Work with dynamic, custom, and extension fields.
|Working with dynamic, custom, and extension fields
|Define users' sensitive information as confidential data and restrict access to the confidential data.
|Designating case data as confidential
Create and update schedules for creating recurring maintenance cases.
|Creating and updating schedules for recurring maintenance cases
Automate BMC Helix Business Workflows to save time and effort taken by case agents.
|Automating BMC Helix Business Workflows
|Configure service targets to attach milestones to cases so that agents can track the progress of cases.
|Configuring service targets for tracking case progress
|Create custom notifications for users.
|Creating custom notifications
Configure approvals for cases and tasks in BMC Helix Business Workflows.
|Configuring case and task approvals
|Generate PDF documents for information that is requested by users.
|Defining document templates and generation of PDFs
|Add and manage documents in the Document Library
|Adding documents to Document Library
|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
|Enable users to send emails to request services and enable automatic case creation for the user requests.
|Enabling automatic case creation from emails
|Track incoming emails and learn how to reprocess the emails that had errors and are not received.
|Tracking and reprocessing incoming emails
|Learn how to extend out-of-the-box configurations to customize data and processes.
|Extending BMC Helix Business Workflows
To view agents, category tiers, and support groups configured for a line of business
As a case business analyst, you can view the Foundation data for each line of business that includes categories, support groups, and users who have access to the line of business.
- Log in to BMC Helix Business Workflows and click Settings .
- Select Line of Business > Manage Line of Business.
The Line of Business Management page displays the following tabs with the corresponding foundation data for a line of business:
You can perform the following in these tabs:
- To filter the data in the grid, click Filter and apply the available filters.
- To export the grid data in CSV format, click Export.
- To view specific columns in the grid, click Visible columns and select the required columns to be displayed in the grid.