Phased rollout


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

BMC Helix Business Workflows is a cloud-native case management application for all lines of business. It provides services to employees in a scalable, managed, and automated way. Built on BMC Helix Innovation Suite, it provides the ability to create automated workflows without writing code and tailor the user interface to meet the organization's need.

Release notes and notices
updated 13 Feb

Consult the following table for a list of notices and information about updates to BMC Helix Business Workflows.


To stay informed of changes to this space, click the icon on the top of this page.

The following updates have been added since the release of the space:

22.1.07August 11, 2023

Patch 7 for version 22.1 is available for SaaS customers.


22.1.06July 5, 2023

Patch 6 for version 22.1 is available for on-premises customers.


22.1.06June 7, 2023

Patch 6 for version 22.1 is available for SaaS customers.


22.1.05March 24, 2023


  • Raise workplace-related service requests by using Workplace Service Management.
  • Resolve cases from mobile devices. View checklists and to-dos on mobile devices and mark them complete.
  • Report maintenance issues by automatically raising preventive cases from resolved workplace issues, so that the functionality of workplace assets isn’t affected.
  • Create schedules to track the routine maintenance of assets in a line of business by automatically creating cases based on recurring schedules.
  • Create checklists and add them to cases to reduce errors.
  • Enable asset integration for a line of business to allow asset visibility in case management and facilitate asset-driven case assignment. Case agents can then associate assets with cases and tasks, and resolve cases quickly by viewing the asset information.
  • Assist case agents in resolving cases by attaching knowledge articles to case templates.
  • Address issues in a timely manner, monitor the workload of team members, and gain insights into the metrics for workplace-related reactive and preventive maintenance from the Workplace Service Dashboard.
  • Create and manage onboarding requests for new hires from the Onboarding Portal in HR Service Management.
  • Complete preboarding tasks as new candidates and mark to-dos complete from the New Hire Portal in HR Service Management.
  • Use the onboarding use case to create onboarding requests in HR Service Management.
  • Assign to-dos to end users and new hires to complete certain steps or activities.
  • Save custom fields in extension record definitions to enable them to be reused in multiple ways.
  • Define a default value for a dynamic field. The value is then automatically populated in cases and tasks where the dynamic field is used. 
  • Enable the status of cases and tasks to be reset to Assigned when the assigned group is changed.
  • View the names of collaborators from BMC Helix Digital Workplace Advanced in the cases in BMC Helix Business Workflows.
  • Configure the approval for cases and tasks to be triggered when the status is set to New.
  • View the comments that are added while approving or rejecting the cases in BMC Helix Business Workflows as alternate approver in BMC Helix Digital Workplace.
  • Protect PDFs that are automatically generated in cases and tasks with a system generated password to maintain the privacy of the document. 


22.1.01September 2, 2022
  • Enhancements: Avoid PDF generation failure by replacing invalid XML characters with empty strings.
  • Issues that are fixed and open in 22.1.01.


22.1July 29, 2022


  • Organize and maintain employee documents while remaining compliant.
  • Raise HR service requests by using HR Service Management.
  • Create end-to-end use cases as required by your line of business.
  • Enhance knowledge management by integrating with BMC Helix Knowledge Management by ComAround.

  • Add comments when approving or rejecting a case, task, or knowledge article

  • Assign Email Template Manager and Notes Template Manager roles to case agents to manage email and notes templates.
  • Save emails as drafts while composing emails.
  • Save emails as templates while composing emails.
  • Use people list while composing emails to add related people to the emails.
  • Search within dynamic data, attachments, and social activities in cases and tasks from Global search.

  • Select Named list in the List type of question in dynamic data fields and set the List type field to be dynamic instead of static to maintain consistency.
  • Create internal cases and disable case-related communications to requesters.
  • Send resolution notes to requesters when cases are resolved.

  • Reopen resolved cases from BMC Helix Digital Workplace Advanced.
  • Enable automatic creation of service request for a case created in BMC Helix Business Workflows using a connector.

  • Add generated PDFs in social activity feeds of cases by adding the Add Public Activity element to a process that requires a PDF document output.

22.1 enhancements and patches

Getting started


Introduction to BMC Helix Business Workflows

The following video gives an overview of BMC Helix Business Workflows:

Setting up and going live


As a case business analyst, configure BMC Helix Business Workflows for your organization.

Configuring a line of business


As a case business analyst, set up BMC Helix Business Workflows according to your line of business.

Managing and developing knowledge articles


As a knowledge coach, develop a knowledge base for case agents to access reference information easily.

As an agent, create a knowledge article adding information that agents can use to resolve an existing issue, view information about different policies of your organization, and so on.

Creating and updating cases


As an agent, create a case by adding details about the user's issue or request. After the case is assigned, work on a user issue by adding related information, reviewing relevant knowledge articles, and taking actions to work on and resolve the issue or request.

Viewing dashboards and reports


As an agent, view information about knowledge articles and progress of cases.

As a case manager, view information about case performance, agents workload, service target status, efforts, and so on.



As a case business analyst and administrator, set up roles and permissions, create templates, configure case approvals, set service targets, case assignments, define notifications, and so on for your organization.

Extending BMC Helix Business Workflows


As a case business analyst, add custom data and custom processes to extend  BMC Helix Business Workflows to meet your organization requirements.



As an administrator, integrate BMC Helix Business Workflows application with third-party applications or other BMC applications.



Common issues, error messages, logs, and contacting Support.

Developer Community

BMC Helix Communities

Developer Portal


Knowledge Base


PDFs, videos, and API documentation

  This topic describes and links to PDF that supports this product release. If the ready-made PDF of this space does not satisfy your requirements, you can export a custom PDF. 

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Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix Business Workflows product.

Yes. You must be assigned the task or belong to the support group that is assigned to the task to view and edit the task.

BMC Helix Business Workflows provides various roles that provide you specific permissions and access to the product such as reporting access, document manager, SLM user, notification user, and cognitive user. For information about the roles, see Roles in BMC Helix Business Workflows.

Licensing BMC Helix Business Workflows enables you to:

  • Control access to your application.
  • Protect the intellectual property of your organization.
  • Reduce management costs, and adhere to your organization's compliance policies.

To use BMC Helix Business Workflows, BMC SaaS Operations assigns an application license to the tenants. An administrator no longer has to assign individual licenses to agents and business analysts. 

BMC Helix Business Workflows supports the following languages:

  • English (en)
  • French (fr)
  • German (de)
  • Spanish (es)
  • Italian (it)
  • Brazillian Portugese (pt-br)
  • Dutch (nl)
  • Swedish (sv)
  • Danish (da)

The following table describes how users can select the required language from various browsers:

BrowserOperating SystemSteps to change the language
Google ChromeWindows, Apple MacOSOpen Settings, search for language settings, and add the required language.
Mozilla FirefoxWindows, Apple MacOSNavigate to Open Menu and click Options. Search for language settings and add the required language.

In Control Panel, in the Clock, Language, and Region option, add the required languages in the order of preference.

You must download the install pack of the added languages and then restart the computer.

The default support group is the first support group that the server matches chronologically.

Example: You belong to three support groups: HR-Helpdesk, HR-Recruitment, and HR-Benefits. The server matched you to the HR-Helpdesk support group followed by the HR-Recruitment and HR-Benefits support groups. HR-Helpdesk is your default support group.

  1. As an administrator, log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Navigate to Foundation Data > Manage People.
  3. On the Manage People page, open the required user profile.
  4. In the Edit Person pane, in Basic, on the Access Details tab, expand the Functional Roles list, and view the roles.

The following figure depicts a typical process for cases related to facilities and the flowset-specific process for the Assignments function. The Assignments process explains how the system looks for a Flowset-specific process and assigns the case accordingly. If the Flowset-specific process is not found, the case is assigned according to the default assignment mapping.

The following table describes the stages of this process example:

1A case is created.
2The case details are sent to Call Create sub process.
3The case initialization process runs.
4The case validation process runs.
5The case assignment process is triggered.
5aThe case details after initialization and validation is sent to the assignment process.
5bThe system checks whether a Flowset is specified in the case details.
5cIf the Flowset is specified, the Flowset based assignment process is called.
5dIf the Flowset is not specified, the default assignment process is triggered.
5eThe system checks whether the Flowset based assignment process exists.
5fIf the Flowset based assignment process exists, the system runs the process.
5gThe case is assigned to the support group or individual specified in the process.
5hIf the process is additive (to be run in addition to the default process) or the support group is not mentioned in the Flowset based assignment process, the default assignment process runs. The case is assigned based on the default assignment process.
6The status transition process runs.
7The Row Level Security process runs.

BMC Helix Business Workflows enables a case business analyst to configure the assignment and read-access mapping to assign the case to the relevant support groups or individuals added in the mapping. 

Consider a scenario where a case business analyst configures a mapping for assignment and read-access with the following values:

Mapping nameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PrioritySupport group
Compensation Mapping 1Calbro ServicesHuman ResourcesTotal RewardsCompensationRecognition AwardsHighCompensation and Benefits
Compensation Mapping 2Calbro Services-Total RewardsCompensationRecognition Awards-Employee Relations
Compensation Mapping 3Calbro Services-Total RewardsCompensation-LowStaffing
(Default) Compensation Mapping 4Calbro Services-----Workforce Administration

The case business analyst configures the mapping for assigning the case to the relevant support group. After an agent creates a case, BMC Helix Business Workflows selects the mapping based on the following scenarios:

Scenario 1: Exact match is found

If all the values added in a case matches with the values defined in a mapping (best match is found), the case is assigned to the support group that is defined in the mapping.

Case NameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PriorityCase is assigned to
Case 1Calbro ServicesHuman ResourcesTotal RewardsCompensationRecognition AwardsHighCompensation and Benefits
Case 2Calbro Services-Total RewardsCompensation--Staffing

Scenario 2: No match is found

If no match is found, the case is assigned to the support group that is defined in the default mapping. 

Case NameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PriorityCase is assigned to
Case 1Calbro Services-Talent Management---Workforce Administration

Scenario 3: Best match is found

If a few of the values in the case match the values defined in the mapping, the mapping with the closest match is applied.

Case NameCompanyFlowsetCategory Tier 1Category Tier 2Category Tier 3PriorityMapping applied
Case 1Calbro Services-Total RewardsCompensation--Employee Relations
Case 2Calbro Services-Total Rewards--LowStaffing

If no best match is found and a default mapping is not defined, the case submitter must manually assign the case to a support group. If the case submitter does not manually assign the case, BMC Helix Business Workflows generates an error.

BMC Helix Business Workflows can be integrated with phone systems if the phone systems are configured to pass certain parameters to BMC Helix Business Workflows. When a case agent receives a call from such a configured phone system, Quick Case opens, and the details of the caller are automatically populated in Quick Case.

For more information, see Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems.

Yes, you can enable the option to automatically create service requests in from  at a Company level. For more information, see Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases.

As a case business analyst, you can hide the identity of case agents in public comments in BMC Helix Digital Workplace Advanced by enabling the HIDE_AGENT_NAME_FROM_REQUESTER setting in BMC Helix Business Workflows from Line of Business > Manage Line of Business > Application Configurations. You can enable the setting at a global level for all companies in your setup or for specific companies. For more information, see Anonymizing agent names to ensure agents privacy.

As a case business analyst, when you enable the setting to anonymize case agent names in public comments in BMC Helix Digital Workplace Advanced, you must also specify the case agent name alias. To create a case agent name alias, enable the AGENT_NAME_ALIAS setting in BMC Helix Business Workflows from Line of Business > Manage Line of Business > Application Configurations. If you have anonymized the agent names at a global level, you can define an agent name alias at a global level. If you have anonymized agent names for specific companies, you must define an agent name alias for every company. For more information, see Anonymizing agent names to ensure agents privacy.

In the Knowledge workspace, select the PrevDocReference option from the More icon. This option displays the previous knowledge article IDs of the migrated knowledge article in the PrevDocReference column.

You can view all emails that are sent to BMC Helix Business Workflows in the Incoming Email Messages console. If an email is received but not processed successfully, a case business analyst can reprocess that email. Learn more about incoming emails in Tracking and reprocessing incoming emails.


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