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Defining task flows in a case template

As a case business analyst, you can define a task flow for a case template to specify the required tasks and define the order in which they must be executed. When designing a task flow, you can add tasks, define their execution order, and add conditions for executing tasks. When defining conditions for executing the tasks, you can use dynamic fields and case data fields. While working on a case, a case agent might need to add additional tasks to the task flow. Learn how to work with tasks in a case in Updating tasks and tracking progress.

Before you begin

Ensure that you create a case template to associate a task flow to it, and also create a task template to include the tasks in the task flow. Learn about creating case templates and task templates in Creating and editing case templates.

Best Practices

If a task flow is associated with open cases and you open the task flow, the system prompts an option to create a copy of the task flow. We recommend that you do not select the option to create a copy of the task flow when you are only viewing the task flow and not modifying it.

If you want to modify the task flow, we recommend that you select the option to create a copy and then modify the task flow. When a copy of the task flow is created, the previous task flow is used by the cases in progress and the copy of the task flow is available for edits. Any new cases that are created after the modification of the task flow use the updated task flow.

For example, you have two open cases, case1 and case2 that use the task flow task_flow1. A copy of task_flow1 (for example, task_flow1_copy) is created and you modify the copy. Then, you create two new cases, case3 and case4. In this scenario, case1 and case2 uses the task flow task_flow1. Case3 and case4 uses the task flow task_flow1_copy.

To define a task flow

  1. Log in to BMC Helix Business Workflows.

  2. Click My Application Settings.

  3. Select Case Management > Templates.
  4. From the template details page, from the Line of Business list, select the line of business for which you want to update a case template.
    If you have access to a single line of business, the line of business is selected by default.
  5. Click the case template in which you want to add a task flow.
  6. On the Case Templates page, on the Tasks tab, click Task flow.
  7. The Task flow designer is displayed.

  8. From Palette, drag the any of the following element to the canvas:
    • Create Task—Use this element to create a task in a case by using the defined task template.
    • Create Task Without Template—Use this element to create a task in a case without using a task template.
  9. In the Element properties pane, enter values in the required fields such as Label.

  10. In the INPUT MAP section, complete the following steps based on the element you use:

    ElementFieldDescription
    Create Task

    Task Summary

    By default, this field is populated with the task summary details of the task template that you select. You can modify the task summary to specify the details in context to a particular case. To modify the task summary, perform the following steps:

    1. Click Click to build an expression.
    2. Enter the description of the task.
    3. Click Save.
    Case IDThis field is automatically populated with the case ID variable.
    Task Template ID
    1. Click Select Template.
    2. Select the Line of Business.
    3. From the available list of active task templates in the line of business, select the desired task template for the task you want to add in the task flow.
      You can add all types of tasks in a task flow, such as manual tasks, automated tasks, and external tasks.
    4. Click Save.
    If you select a to do template, complete the following additional steps. These expressions are evaluated at the time of task activation. 

    Requester
    1. Click Click to build an expression.
    2. Add the requester details.
    3. Click Save.

    Note: If you do not add requester details, case assignee is used as requester, by default. 


    Assignee

    Perform the following steps:

    1. Click Click to build an expression.
    2. Define the expression for the assignee.
    3. Click Save.
    Create Task Without TemplateCase IDThis field is automatically populated with the case ID variable.
    Task SummaryPerform the following steps:
    1. Click Click to build an expression.
    2. Enter the description of the task.
    3. Click Save.
    Task DescriptionPerform the following steps:
    1. Click Click to build an expression.
    2. Enter a description of the task.
    3. Click Save.
    Line of BusinessThis field is automatically populated with the line of business value of the case template.
    PriorityPerform the following steps:
    1. Click Click to build an expression.
    2. Enter the priority of the task.
    3. Click Save.
    LabelPerform the following steps:
    1. Click Click to build an expression.
    2. Enter the label of the task.
    3. Click Save.
    Target DatePerform the following steps:
    1. Click Click to build an expression.
    2. Enter the target date.
    3. Click Save.
    Category 1, Category 2, Category 3, and Category 4Perform the following steps:
    1. Click Click to build an expression.
    2. Add the categories.
    3. Click Save.
    Dynamic FieldsPerform the following steps:
    1. Click Click to build an expression.
    2. Add the dynamic fields.
    3. Click Save.
    Assignment Selection Mode

    Select one of the following modes to specify the new assignee:

    • ViewDisplays the Assignment view, which enables you to select an assignee based on a selected combination of company, business unit, and department.
    • ExpressionDisplays the Expression Builder, which enables you to specify an expression to select a support group and an assignee.
    Assignee/Assignee Group Name
    • If your assignment selection mode is View, click Change Assignment, and complete the following steps:
      1. Select the Support Group and Assignee.
      2. Click Save.
    • If your assignment selection mode is Expression, complete the following steps:
      1. For Assigned Group and Assignee, click Click to build an expression.
      2. Define the expression for the assigned group and assignee.
      3. Click Save.

    Note

    If an expression is passed as a value to input parameters, the input parameters are populated after the task is activated.

  11. As per your requirements, add tasks in the task flow by using the Create Task element, define parallel execution of tasks by using the Parallel element, and define conditional execution of tasks by using the Exclusive element.
    The following table describes how to add tasks in a task flow based on the type of task execution:

    Type of task executionElements to useExample
    SequentialAdd Create Task elements one after the other, based on the successive dependency of tasks.

    This figure shows Sequential type task flow

    ParallelAdd Create Task elements and a Parallel elements to define the concurrency of tasks.

    This figure shows parallel type task flow

    ConditionalAdd Exclusive element to add conditions for task execution.
    To add a condition, perform the following steps:
    1. Select the Exclusive element and drag the sequence flow element (arrow) and connect to the element that defines the default path.
    2. Select the Exclusive element and drag the sequence flow element and connect to the  element that defines a path when the condition is true.
    3. In the Properties pane, click Click to build an expression.
    4. In the Edit Expression window, specify the condition by using dynamic fields and case data fields, and click OK.

    This image shows conditional type task flow

  12. Click Save.

To use a case template to create cases, you must change the status of the template to Active.

Important

A task flow process is stored in the line of business bundle in which you create the task flow. For example, if you create a task flow in a case template in Facilities line of business, the task flow process is stored in com.bmc.Facilities bundle.

Task completion notifications

While creating a task flow, if you use the User task or Receive task elements, the Modified By field shows that the task is updated by Process Orchestrator. When a task assignee changes the task status to Completed, the notification that is sent about the task completion shows that the task is completed by the system and not by the task assignee.

Parallel action flows

When you use parallel action for tasks in a task flow process, ensure that the tasks end in the parallel action element. The following figures show the correct way of creating a parallel action flow for tasks:

Tip

When you create parallel tasks, use a parallel gateway after the tasks in the process flow. If a parallel gateway is not used, duplicate tasks corresponding to the number of parallel tasks are created for the following task.

When a case has parallel tasks, and the task preceding the parallel tasks is in progress, the parallel tasks are not listed as upcoming tasks in the Task List. The following image shows the In Progress tasks:

This image shows the In Progress tasks

After the preceding task is completed, the parallel tasks are shown in progress. To view all the tasks, click Task Flow:

This image shows parallel tasks in progress.

The in progress task is shown in green in the Task Flow view.

Example: Conditional triggering of a task

Consider the following scenario:

Hannah is a case business analyst in Calbro Services. She wants to create a task flow in a case template for onboarding an employee that consists of a condition for performing a legal review of the employee contract. Hannah wants to add the following tasks in the task flow:

  • Verify employee documents
  • Add a new user
  • Conduct IT induction
  • Create a contract
  • Perform legal review

She must also add a condition before the task Perform legal review to determine if a standard contract or a custom contract is created for the employee. So that based on the condition, if the contract is a custom contract, a legal review is done.

To create the task flow, Hannah creates a case template and a task flow as shown in the following figures:

This image shows Conditional triggering of a task, create task template

This image displays Onboarding an employee

This figure shows task flow of onboarding an employee

The following table explains the elements in the task flow:

ElementProperties

Create Task —Verify employee documents

This figure shows task flow of Verify employee documents

Create Task—Add a new user

This figure shows task flow of Add a new user

Create Task—Conduct IT induction

This figure shows task flow of Conduct IT induction

Create Task—Create a contract

This figure shows task flow Create a contract

Exclusive—Condition to check if the contract is standard

This figure shows task flow to check if the contract is standard

Create Task—Perform legal review

This figure shows task flow to Perform legal review

When Hannah sets the status of the case template to Active, the task flow is ready to use. A case agent can create cases by using the case template and view the task flow.

Example: Defining a task flow to create multiple tasks by using a dynamic field value

Hannah is a case business analyst in Calbro Services. She wants to create a task flow in a case template for providing laptop peripherals.

Before you begin

Before creating an automated task flow, Hannah copies the out-of-the-box com.bmc.dsm.task-lib:Task - Save Adhoc Task process in the Task Management Service library. She sets the scope of the copied process to Public so that the Call Activity element in the process for automated task template can use this process. The process for the automated task calls the following process for adding tasks:

Automated task flow

Hannah wants to include the following tasks in the task flow:

  • Check laptop details
  • Create a report
  • Send a notification to the requester

The case template consists of a dynamic field Devices to receive requester response about the required peripherals. The dynamic field consists of a list of peripherals that are comma separated values. Hannah wants to create additional separate tasks for each peripheral in the list. If the dynamic field value is mouse, headphones, and keyboard, Hannah wants to create the following tasks:

  • Allocate a mouse
  • Allocate a headphone
  • Allocate a keyboard

Hannah also wants to add these tasks in parallel so that these tasks are processed concurrently at runtime. To create these multiple tasks, Hannah creates an automated task and then creates a process for the automated task as shown in the following figure. She also adds the Devices dynamic field to the automated task template.

This figure shows task flow to create multiple tasks by using a dynamic field value

This figure shows Dynamic Data input variable consists of Device dynamic field

The Dynamic Data input variable consists of Device dynamic field. Hannah adds two local variables of the type text: Device list and Device input.

The following table explains the elements in the process:

ElementProperties
Exclusive element condition

This condition checks for the value of dynamic field. If the field value is blank, the sub process is not called.

Get Records By Query—Get current automated task registry

Compute Value—Compute Device List

This element converts the comma separated device values to a list and maps the output to the Device list local variable input.

Sub-process

The sub-process is runs in a loop for number of times based on the Device List input. As the Device List contains 3 devices, the sub-process runs for 3 times.

Elements in the sub-process
Call Activity—Call process to create adhoc tasks

This element calls the process for adding tasks. The values of the element INPUT MAP fields such as Task Type and Task Execution Status are fixed. The values for the following fields are required:

  • Company—This field value is mapped to Process Variables > Record Instance > Company.
  • RequesterThis field value is mapped to Process Variables > Record Instance > Requester.
  • PriorityThis field value is mapped to Process Variables > Record Instance > Priority.
  • ActivityIdThis field value is mapped to Activities > Get current automated task registry > Output > ActivityId.
  • Parent_IDThis field value is mapped to Process Variables > Record Instance > Parent_ID.
  • SummaryThis field value is mapped to Process Variables > Device Input.
Get Records By Query—Get every adhoc task registry

These properties are used to add the tasks in parallel.

Update Record—Update task registry sequence to parallel

These properties are used to add the tasks in parallel.

The process for the automated task calls the following process for adding tasks:

To create this process, Hannah copies the out-of-the-box com.bmc.dsm.task-lib:Task - Save Adhoc Task process in the Task Management Service library. She sets the scope of the copied process to Public so that the Call Activity element in the process for automated task template can use this process.

Hannah then creates the task flow and adds the automated task in the task flow as shown in the following figure:

This figure shows how to create task flow and adds the automated task in the task flow

The following table explains the elements in the task flow:

ElementProperties
Create Task—Check laptop details

Create Task—Create adhoc tasks based on dynamic field

Create Task—Create report

Create Task—Send notification to requester

When Hannah sets the status of the case template to Active, the task flow is ready to use. When a case agent creates a case by using the case template, the case includes the main tasks that are displayed on the Tasks tab of the case. When the automated task in the case is completed, the tasks based on the dynamic field value in addition to the main tasks are displayed on the Tasks tab as shown in the following figures:



Related topics

Task flow

Updating tasks and tracking progress

Process designer elements Open link

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