Define configurations at a global level
An organization can consist of multiple companies. A case business analyst can define company-specific configurations considering that each company has a different set of requirements. However, there could be some configurations that are common across all the companies.
For example, an organization with a company defined for each geographical location has certain Human Resources requests that are location-specific, like a request for leave policy or insurance reimbursement. Other requests like an employee Spot Bonus requests or Expense Reports can be common for all the locations. In this scenario, case templates defined for a specific geographical location need to be restricted to the company for that location, but case templates defined for the common cases should be accessible to companies across all locations because replicating the template for each company individually would be a tedious task.
Out of the box, BMC Helix Business Workflows provides a Global company which enables you to make a configuration applicable to all companies. In our example, you would create the Spot Bonus template or Expense Report template for the Global company. The templates would be available to all companies instead of a single company, eliminating the need to replicate them for each company in a tenant.
Company level and Global level configurations
You can configure the following items for a Global company:
| Configuration | Description |
|---|---|
| Case or task templates | Create templates for cases or tasks that are common to all companies in the organization. For example, request for a spot bonus. |
| Email and acknowledgement templates | Define email and acknowledgement templates. If no default templates are defined for a company, the global email or acknowledgement templates can be used. |
| Processes for automated tasks | Create processes to associate with the automated tasks you want to include in a task template created for a Global company. |
| Flowsets | Define a process for a line of business that can be used across all companies. |
| Approval mappings | Define a common approval mapping, like a manager approval process that is applicable across companies. |
| Assignment mappings | Configure a default assignment rule that can be used if a company-specific assignment rule is not defined. |
| Notification events | Configure notifications events so that they can be associated to a notification process. |
| Service level targets | Configure service targets to be used across all companies. |
| Training data sets defined for cognitive capabilities | Use the trained data set across all companies in an organization. |
| Read access | Provide read access at a global level for a specific flowset. For example, Level 1 agents of any company would require read access to all cases because they are the first respondents for all service desk requests. |
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