Phased rollout

   

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

Creating and updating case and task templates

As a case business analyst, create case and task templates so that case agents use the predefined template to easily create cases and tasks. You can copy a template to create a new template and reuse the information that is common to similar type of requests. You can enable case agents to gather and store additional case-related information by adding dynamic fields to a template. Administrators can import templates data to BMC Helix Business Workflows in bulk.

The following table lists the actions that you can take to create and update templates:

ActionReference

Create case templates, and add dynamic fields to the templates. Case agents can use these templates to create cases.

Creating and editing case templates

Create task templates, and add dynamic fields to the templates. Case agents can use these templates to create and add tasks to cases.

Creating and editing task templates
Define a task flow for a case template to specify the required tasks and define the order in which they must be executed.Defining task flows in a case template
Learn about the different methods to add additional fields to cases and tasks.Methods of adding additional fields to cases or tasks
Create a copy of a case or task template so that you can modify the same template for different companies.Copying a case or task template
Create activity note templates so that case agents can use these templates while adding activity notes to a case, task, or person profile.Creating activity note templates

Import data for templates and knowledge articles in bulk from Excel sheets to BMC Helix Business Workflows.

Importing data for cases, templates, and knowledge articles in bulk from Excel sheets

Create automated task flows to add parallel to-dos. 

Defining task flows to create parallel to dos
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