This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the current version, select 20.08 from the Product version menu.


BMC Helix Business Workflows provides out of the box configurations to enable organizations to get started with the product. However, as a case business analyst and an administrator, you can configure the product according to your requirements.  

You can configure the business flows, roles and permissions for users, automate various processes and tasks, establish a knowledge base for multiple departments, and so on for your organization.


As an administrator, you do not need to assign BMC Helix Business Workflows licenses to users to grant them access to the BMC Helix Business Workflows application. For more information, see Applying a license to your application Open link .

The following topics in this section describe the procedures to configure the product and other settings:

Address the personal data protection and privacy requirements associated with the General Data Protection Regulation (GDPR).

Addressing data privacy requests in BMC Helix Business Workflows

Understand permissions and add users in BMC Helix Business Workflows.

Setting up roles and permissions
Configure templates and email IDs that are specific to an organization.Configuring BMC Helix Business Workflows
Configure service targets to attach milestones to cases so that agents can track the progress of cases.Configuring service targets for tracking case progress
Create custom notifications to notify users according to your business requirements.Creating custom notifications

Configure approvals for BMC Helix Business Workflows.

Configuring approvals
Establish a knowledge base for agents to access reference information easily.Creating knowledge sets and knowledge templates

Automate BMC Helix Business Workflows to reduce manual intervention by agents.

Automating BMC Helix Business Workflows
Identify users’ sensitive information as confidential data and grant restricted access to the confidential data.Designating case data as confidential
Enable users to electronically sign documents by using Adobe Sign.Enabling users to electronically sign documents
Add a relationship types when relating cases and users.Adding a relationship type for users or cases

Tailor BMC Helix Business Workflows according to the business requirements.

Tailoring BMC Helix Business Workflows

Export and import content packages to move customized data in BMC Helix Business Workflows

Exporting and importing content packages to move customized data between environments

Related topic

BMC Helix Business Workflows architecture

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