Phased rollout

   

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

Creating and editing task 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. For more information, see BMC Helix Business Workflows for a line of business.

In BMC Helix Business Workflows, as a case business analyst, you can create task templates for a line of business.

For 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 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. For information about how to grant access to confidential data, see To grant confidential data access in a case template

To create a task template for a manual or external task

To ensure that case agents perform the required case related tasks while working on the case, create a manual task template. If you are integrating BMC Helix Business Workflows with an external application by using the Business Workflows connector, create an external task template.

To create a task template for a manual or an external task, perform the following steps:

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. Select Task Management > Task Templates.
  4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to create a 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. To create a task template for a manual or external task, click Manual Task Template or External Task Template.

  6. On the Create Task Template page, enter values for the Template Name and Task Summary.

  7. Complete the additional fields as explained in the following table: 

    FieldAction
    Line of Business

    The line of business that you selected to create the template is displayed. Based on the line of business, the values for task labels, task categories, task assignments, and owner groups fields are available for selection.

    Task 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.

    LabelSelect a label for the task template.
    You can filter the templates based on a specific label.
    Task PrioritySpecify the priority of the task created by using this template.
    Task Category Tier 1, Task Category Tier 2, Task Category Tier 3, Task Category Tier 4

    Select the categorization tiers for the task. Categorization helps in classification. 

    Important: Categories for the selected Line of business are displayed.

    Support Group and Assignee

    To assign the task 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 tasks that will be created by using the task template.

    3. To assign the task 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:
    • In the Company field, only the following companies that you have access to are listed:

      • Operating - Internal
      • Operating - Customer
      • Service Provider
    • If an assignee is not defined, you must add one before that task can move to In Progress.

    Details of the individual or group and the company to which the task is assigned are displayed based on selected values.

    Assignment Method

    Select the appropriate action to enable automatic task assignment:

    • None (Default)—Disables round-robin task assignment.

    • Round Robin—Enables round-robin task assignment. BMC Helix Business Workflows assigns the tasks in a round-robin manner; that is, tasks get assigned equally to all agents in a support group.

    Learn about round-robin task assignment in Automatic task assignment.
  8. Complete the task 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 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

    Details of the individual or group to which the case should be assigned is displayed based on selected values.

  9. Click Save.

  10. (Optional) To add dynamic fields and dynamic groups to the task template, see Adding dynamic fields for storing additional case information.

Important

  • After you create the task template, it is displayed on the task template page. If you sort the templates in the task template page by 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. 

For information about how to create task templates for automated tasks, see Automating tasks for quicker case resolution.

To create a template for to dos

As a case business analyst, you can create a new task template for to dos. You can add the name, description, and specify the number of days to complete the tasks in the to do template. 

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. Select Task Management > Task Templates.
  4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to create a 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 task label, task categories, and owner groups fields are available for selection.

  5. To create a to do template, select To do from the task template list.
  6. On the Create Task Template page, enter values for the Template Name and Task Summary.
  7. Complete the additional fields as explained in the following table: 

    FieldAction
    Line of Business

    Confirm the line of business that you selected to create the template. Based on the line of business, you can select the values for task labels, task categories, and owner groups fields.

    Task Company

    Select the company for which you want to create the template. 

    • Global—All companies in a tenant can view the template.

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

    LabelSelect a label for the task template.
    You can filter the templates based on a specific label from task template grid. 
    Task PrioritySpecify the priority of the task created by using this template.
    Task Category Tier 1, Task Category Tier 2, Task Category Tier 3, Task Category Tier 4

    Select the categorization tiers for the task. Categorization helps in classification. 

    Important: Categories for the selected Line of business are displayed.

    Task Description

    Add a description for the task. The description may include a combination of text, links and images that end users may need to use to perform certain activities. 

    Target days to complete

    Specify the number of days in which the end user is required to complete the to dos.

    The due date is calculated based on the task activation date time and the number of days required to complete the to dos. Example: If task activation date and time is 1st March, 10:30 AM, and target days are 10, then the due date to complete the to dos is 11 March 10:30 AM.

  8. Complete the template metadata fields as explained in the following table:

    FieldAction
    Template Status

    Select one of the following statuses:

    • Draft—This is the default for a new template. 
      In 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


    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 Petramco and the owner organization as Finance Support, all groups defined for Finance Support are displayed in the list.

  9. Click Save.

Important

  • After you create the task template, it is displayed on the task template page. If you sort the templates in the task template page by 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 fields in a template, click Edit in the task details section. 

To add checklist templates to task templates

As a case business analyst, you can add a checklist template to a task template. The checklist is added to the task after you add the checklist template.

  1. Log in to BMC Helix Business Workflows application and click Settings .
  2. Select Task Management > Templates.
  3. On the Task 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 Task Templates page, open the required template from the list. You can only add checklists to manual task templates.
  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 task 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 task template and click Save.
    The following image shows an example of a checklist added to a task template:
    This following image shows an example of a checklist added to a task template
  10. (Optional) To remove the checklist from the task 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 task template and is marked with an icon.  Any new task created with this task template will not have the checklist in it. In such case, 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 is deleted, there will be no record of the checklist in the task template. Case agents can work on the task without the checklist or add an ad hoc checklist to the task.  For more information about adding a checklist, see Working with checklists.

Related topics

Task Management

Creating and updating cases

Associating Foundation data with domain tags

Designating case data as confidential

Working with checklists

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