Phased rollout

   

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

Creating and updating checklist templates

As a case business analyst, create checklist templates for a line of business so that case agents use the checklist for completing a set of tasks or steps easily and effectively. After you create a checklist template, you can add the checklist template to the case or task template. 

Example

Ajay, a case business analyst, creates a new checklist template for AC maintenance, and adds the following items:

  • Clear debris from around AC.
  • Inspect and clean the outdoor unit.
  • Change the air filter.
  • Clear the condensate drain line.

He then adds the checklist template to the case or task template. 

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

ActionReference

Create the checklist template. Case agents can use these templates to add checklists to cases.

To create a checklist template
Add new items to the checklist template.To add new items to checklist template
Add the checklist template to the case template.To add checklist templates to case templates
Add the checklist template to the task template.To add checklist templates to task templates

To create a checklist template

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. Select Checklist > Templates.
  4. On the checklist templates page, 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. 

  5. To create a checklist template, click + Checklist template.
  6. On the Create checklist template page, enter the Name of the checklist.
  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.

    Company

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

    Status

    Select one of the following statuses:

    • Inactive —The template is redundant, and no longer in use.
    • Active—The template is available for use.
      Important: Only active templates are available for use. 
    LabelSelect a label for the checklist template.
    You can filter the templates based on a specific label.


  8. Click +Add Items and add the items for the checklist. You can add up to 50 checklist items.

  9. (Optional) To delete a checklist item, click .

  10. (Optional) To change the order of checklist items, click and drag and drop the checklist items in the required order.

  11. Click to preview the checklist items added to the template. 
    The summary of the checklist items added is displayed.

To add new items to checklist template

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings .

  3. Select Checklist > Templates.
  4. On the Checklist templates page, 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. 
  5. Open the checklist template in which you want to add a new item.
    The Edit checklist template page is displayed.
  6. Click +Add Items and add new items to the checklist.
  7. Click Save.

To activate a checklist template

  1. Open the checklist template which you want to activate.
    The Edit checklist template page is displayed.

  2. In the Status field, select Active.
  3. Click Save.
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