Phased rollout

   

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

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.

ActionReference
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 LibraryAdding 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.

  1. Log in to BMC Helix Business Workflows and click Settings Settings icon.png.
  2. 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:

Agents

The Agents tab lists the users who have access to the line of business.

The following information is displayed for each user:  Full name, Email ID, Login ID, Person ID and whether or not the user is a support staff member.



Categorization

The Categorization tab displays the case category and subcategories that are configured for the line of business. The category tiers help in the case assignment and classification of cases.

The following information is displayed for each category: Category Tier 1, Category Tier 2, Category Tier 3, Category Tier 4, Company, and category ID. 

Support Groups

The Support Groups tab displays the support groups that are available in the line of business.

The following information is displayed for each support group: Support Company, Support Organization, Support Group, and Support Group Role.


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.
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