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.

Configuring BMC Helix Business Workflows

After BMC Helix Business Workflows is deployed, as a case business analyst, you can configure the product according to your business requirements.

The following table lists the topics that provide more details about configuring the product:


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

Creating case templates and 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
Create a copy of a case or task template so that you can modify the same template for different companies.Creating a copy of 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
Configure and set up an email ID for your company so that users can send emails to the email ID to raise requests and cases are created automatically.Enabling automatic case creation from emails
Enable the identity validation feature to verify a requester's identity before case agents create cases.Enabling requester identity validation
Display only the relevant Foundation data for use in the product by filtering the data.Filtering Foundation data by using domain tags

Add documents to the document library so that the documents are stored in a single location. After adding a document, you can provide read access of the document.

Adding and granting access to attachment documents
Add dynamic fields related to a case or task to the dynamic field library. While creating a case or task, case agents use the fields for additional information about the case or task.Adding dynamic fields for storing additional case information
Create custom lifecycles for records that suit the processes of your company.Modifying the lifecycle of cases, tasks, and knowledge articles
Create case sources and labels so that case agent use these sources and labels while creating cases.Adding custom selections to label or case source menus
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