Phased rollout

   

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

Creating and editing case templates

Templates are an easy way for agents to save time by reusing the information that is common to the similar type of requests. If you are using BMC Helix Business Workflows for different lines of business, templates ensure that the case is created for a specific line of business and follows the Flowset-specific processes in the line of business. For example, cases that are created by using the Facilities case template are created in the Facilities line of business and follow the Facilities Management-related processes. Learn more in BMC Helix Business Workflows for a line of business.

As a case business analyst, you can create case templates for a line of business.

Example

If you discover multiple cases for the same request, such as employees asking for information about benefits packages in the organization, you can create a case template and reuse it. Similarly, you can create a task template that verifies which packages apply to the employees for each request, and reuse it.

You can add dynamic fields to the template to gather additional case-related information. While creating a case or task by using the template, case agents add information to the defined dynamic fields. Additionally, you can grant access to confidential support groups so that they can access the confidential data. Case agents can view the user’s confidential data in a case or a task only if they are a part of the confidential support group for the case and have access to the case. Learn more about how to grant access to confidential data, see To grant confidential data access in a case template.

After creating case templates, you can attach knowledge articles to the case templates. Case agents can refer to these knowledge articles when cases are created by using these case templates. It helps case agents to resolve cases quickly.

Important

  • You can attach only BMC Helix Business Workflows based knowledge articles to case templates.
  • You can attach a maximum of 20 knowledge articles per template.

Learn more about how to attach knowledge articles to case templates in To attach knowledge articles to case templates.


To create a case template 

  1. Log in to BMC Helix Business Workflows.

  2. Click My Applications Settings .

  3. Select Case Management > Case Templates.
  4. On the Case Templates page, from the Line of Business list, select the line of business for which you want to create a template, and click Case Template.

    If you have access to a single line of business, the line of business is selected by default. Based on the line of business, the values for case labels, case categories, case assignments, and owner groups fields are available for selection.

  5. On the Create Case Template page, enter values for the Template Name and Case Summary fields.

    To format the text, use the options in the text editor. 

    Important

    In the template name field, you must only use alphanumeric characters, spaces, hyphens, and underscores. Do not use special characters.

    If you use any special characters and save the case template, you cannot add tasks to the case template. Also, after you create a case template, you cannot rename the template name.

  6. Complete the case fields as explained in the following table:

    FieldAction
    Case Company Select the company for which you want to create the template. Select one of the following options:
    • Global—All companies in a tenant can view the template.

    • A company name—Agents of the selected company can view the template.

    Case Status

    Specify the status of the case created by using this template.

    Important:

    • The case status specified in a template is the default status for the case which you create by using the template. After creating the template, if you change the case status in it, you need to complete the fields displayed.
    • If there is an active domain, support groups only from that domain are displayed.
    • If you have modified the labels of the default statuses of cases, then the modified labels are displayed while creating the template. For more information, see Modifying the lifecycle of cases, tasks, and knowledge articles.
    Case ReasonSelect the reason for the case status.

    Flowset

    Select the Flowset for which you want to apply the template.

    • If you selected the Case Company as Global, only Flowsets defined for the Global company are listed.

    • If you selected a specific company, then Flowsets defined for both Global and that company and line of business are listed.

    After you create a case template, if required, you can update the Flowset. If you update the Flowset for the case template, the new Flowset is applied to the cases that are created by using the case template and after updating the case template.

    Case PrioritySpecify the priority of the case created by using this template.
    DescriptionAdd a description for the case.
    Label Select a label for the case template.
    You can filter the templates based on a specific label.

    Case Category Tier 1, Case Category Tier 2, Case Category Tier 3, Case Category Tier 4

    Select the categorization tiers for the case. Categorization helps in case assignment and classification. 

    For example, when a case is submitted without an assignee, the case category can be used to assign the case.

    Important: If there is an active domain, Category Tier 1 only displays the values for that domain.

    Support Group and Assignee 

    To assign the case created by using this template to a support group or user, complete the following steps:

    1. Select a Support Group

    2. Select an Assignee for the cases that will be creating by using the case template.

    3. To assign the case created by using this template to yourself, select the Assign to me check box. 
      The default support group that you belong to is automatically selected. If you do not belong to a default group, the first support group in the line of business is automatically selected.

    Important:

    • If an assignee is not defined, you must add one before you can move the case to In Progress.
    • Details of the individual or group and the company to which the case is assigned are displayed based on selected values. 
    Resolution Code Required?

    To make it mandatory for case agents to select a case resolution code when resolving the case, select .

    Resolution Description Required?

    To make it mandatory for case agents to enter a case resolution description when resolving the case, select  .

    Resolve Case on Last Task Completion?

    To automatically resolve a case that is created by using the case template after the completion of the last task in the case, click .

    Important: When you select this option, for default case status transitions, a case transitions to Resolved status on completion of the last task in the case. For custom case status transitions, a case transitions from current status to next status on completion of the last task in the case.

    For information about how to enable automatic resolution of cases at global level or company specific level, see Enabling automatic resolution of cases.

    Identity Validation

    Select one of the following options to specify whether the identity of a requester must or must not be validated before creating a case for them:
    • None—Indicates that the requester identity validation is disabled. This option is set by default.

    • Optional—Indicates that the requester identity validation is enabled, but it is optional.

    • Enforced—Indicates that the requester identity validation is enabled, and it is mandatory.

    For more information, see Enabling requester identity validation.

    Assignment Method

    Select the appropriate action to enable automatic case assignment:

    • None (Default)—Select this option if you want to disable round-robin case assignment.

    • Round Robin—Select this option if you want to enable round-robin case assignment. BMC Helix Business Workflows assigns the cases in a round-robin manner; that is, cases get assigned equally to all agents in a support group.

    For more information about round-robin case assignment, see Automatic case assignment.

    Task Failure Configuration

    Select the appropriate action for failed automated tasks:
    • Do Not Proceed (Default)—Select this option if the next task should not be executed when the automated task fails.
      The task must be in the Completed status for the next task in the sequence to be activated. This option is applicable to automated tasks added to a case created without a case template that included automated tasks.
    • Proceed With Next Task—Select this option if the next task should be executed even when the automated task fails.
      For more information about how to proceed with failed automated tasks, see Automated tasks.

    Allow Case Reopen

    Select Yes to allow a case created by using this template to be reopened after it is resolved.

    If global configuration enables case reopen, select No to disable case reopen for cases created using this template.

    Reopen Timeline Days

    Specify the number of days within which a resolved case can be reopened. This field is displayed if Allow Case Reopen is set to Yes.
  7. Complete the case metadata fields as explained in the following table:

    FieldAction
    Template Status

    Select one of the following statuses:

    • Draft—This is the default status of a new template.
      In the Draft status, the template is not available for use.

    • Active—The template is available for use .
      Important: Only active 
      templates are searchable and available for use.

    • Inactive The template is redundant, and no longer in use.

    Owner Company, Owner Organization, and Owner Group

    To make a support group or user the owner of the template, complete the following steps:

      1. Select a combination of Owner Company, Owner Organization, and Owner Group.
        Agents in the owner company can view the template. A list of all the users of the support groups directly related to the selected combination of company and organization is displayed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the owner organization as Human Resources, all groups defined for Human Resources are displayed in the list.
      2. Click Save.

    Important:

    • You can make a support group as the owner of the template.

    • In the Owner Company field, only the following companies that you have access to are listed:

      • Operating - Internal

      • Operating - Customer

      • Service Provider

  8. Click Save

    Important

    • After you create a case template, it is displayed on the Case Templates page. If you sort the templates by using the Status or Priority column, the templates are sorted incorrectly.
    • If you have the write access, you can edit templates that are in the Draft status. To edit the case fields in a template, click Edit in the case details section. 

  9. (Optional) To add dynamic fields and dynamic groups to the case template, see Adding dynamic fields for storing additional case information.
  10. After you create the template, add task templates to add common tasks related to the case template.

    You can add three types of tasks— Manual , External , and Automated . For information about how to add tasks to a case template, see Defining task flows in a case template.

    Important

    After BMC upgrades your  BMC Helix Business Workflows environment, all your existing case templates are updated to leverage task flows.

    If you try to modify a task flow of an existing case template that consists of Parallel elements, you might encounter validation errors. You must update the task flow to correct the Parallel element connections with the other elements.

    The following video (11:06) explains case templates, how to create a case template, and use it while creating a case:

     https://youtu.be/NoKxArWrerY

To grant confidential data access by using a case template

You can grant permission to confidential support groups so that they can access the confidential data. You can grant confidential data access only to support groups, and not to any specific individual, business unit, or department. You can assign read or read and write permission to the support groups. If you copy a case template or a task template, the confidential dynamic fields and confidential data access are also copied to the new template. For more information, see Identifying and protecting users' confidential data.

Important

You cannot grant confidential data access to the support groups for active case templates and task templates. 

  1. Log in to BMC Helix Business Workflows. 

  2. Click My Application Settings .

  3. To grant confidential data access, select Case Management > Templates.

  4. On the Case Templates page, from the Line of Business list, select the line of business for which you want to update a template.
    If you have access to a single line of business, the line of business is selected by default.
  5. On the Case Templates page, open the required template from the list. 

  6. Click Edit.

  7. On the template details page, click Confidentiality Access, and then click Edit
  8. In the Support Group Access box, select the support group to which you want to grant confidential data access. 

    Important

    The box displays the support groups that are marked as confidential in BMC Helix Innovation Suite Foundation data. For more information, see To configure confidential support groups in Foundation data .

  9. If you want to provide write access to the support groups, select the Assign Write Access check box.

  10. Click Add.

When a case is created by using the case template, the users from the support group to which grant confidential data access can access the confidential data.

Warning

If you delete confidential data fields from a case template, the confidential data fields are also removed from the cases created by using the case template.

To add checklist templates to case templates

As a case business analyst, you can add checklist templates to a case template. After you add the checklist template to the case template, the checklist is added to the case, and case agents can use the checklist for completing a set of steps or tasks.

  1. Log in to BMC Helix Business Workflows application and click Settings .
  2. Select Case Management > Templates.
  3. On the Case Templates page, from the Line of Business list, select the line of business for which you want to update a template.
    If you have access to a single line of business, the line of business is selected by default.
  4. On the Case Templates page, open the required template from the list. 
  5. On the template details page, click +Add checklist. You can only add checklist templates that are in the Active status.
  6. In the Select checklist template page, a list of active checklist templates with global company or same company name as case template is displayed.
  7. (Optional) To narrow down the search results by using filters, click Filter and use any of the filters that are displayed.
  8. (Optional) Click a checklist template to preview it.
  9. Select the checklist template that is relevant to the case template and click Save.
    The following image shows an example of a checklist added to a case template:

    This image shows an example of a checklist added to a case template
  10. (Optional) To remove the checklist from the case template, click


Important

If the status of an existing checklist is changed to inactive at a later stage, the checklist template cannot be used in the case template. It is marked with an icon. Any new case created with this case template will not have the checklist in it. In such cases, you can either change the status of the checklist as Active or add a new checklist template. For more information about activating a checklist, see To activate a checklist template.

If the checklist you added is deleted, there will be no record of the checklist in the case template. Case agents can work on the case without the checklist or add an ad hoc checklist to the case.  For more information about adding a checklist, see Working with checklists.

To attach knowledge articles to case templates

As a case business analyst, you can attach relevant published knowledge articles to case templates. When cases are created by using these case templates, the knowledge articles are automatically associated with those cases. When case agents work on those cases, they can refer to the attached knowledge articles and provide appropriate solution to the requester. Case agents can only view those knowledge articles for which they have permission to view. You can attach knowledge articles to case templates that are in Draft or Inactive status.

Important

You can attach only BMC Helix Business Workflows based knowledge articles to case templates. 

  1. Log in to BMC Helix Business Workflows application and click Settings .
  2. Select Case Management > Templates.
  3. On the Case Templates page, from the Line of Business list, select the line of business for which you want to update a template.
    If you have access to a single line of business, the line of business is selected by default.
  4. On the Case Templates page, open the required template that is in draft or inactive state. 
  5. On the template details page, click the Resources tab.
  6. Click .
  7. In the Attach Knowledge Articles panel, a list of relevant knowledge articles that contain phrases similar to a case summary is displayed.
  8. To narrow down the search results by using filters, click Advanced search options, then click , and use any of the filters that are displayed.
  9. (Optional) Click a knowledge article to preview it.
  10. Select the knowledge articles that are relevant to the case template and click Add.
    The following screenshot shows an example of a knowledge article attached to a case template:
    This screenshot shows an example of a knowledge article attached to a case template

  11. (Optional) To remove an attached knowledge article, select the knowledge article that you want to remove and click .


Important

  • If you attach or remove knowledge articles from a case template that is already associated with cases, the changes are not applicable to the existing cases. Changes are applied from the new cases that are created by using the updated case template.
  • When you copy or export a case template, the attached knowledge articles are not included in the copied or exported case template.
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