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. For information about how to work with tasks in a case, see 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. For information about creating case templates and task templates, see Creating case templates and task templates.

To define a task flow

1. Log in to BMC Helix Business Workflows.

2. Click Settings.

3. Go to Case Management > Case Templates, and click the case template in which you want to add a task flow.

4. On the Case Templates page, on the Tasks tab, click Task flow.
   The Task flow designer is displayed.

   Note

   To define a task flow, as a case business analyst, you must have access to the com.bmc.dsm.bwfa bundle. For information about case business analyst permissions, see Responsibilities and permissions of a Case Business Analyst.

5. From Palette, drag the Create Task element to the canvas.

6. In the Element properties pane, enter values in the required fields such as Label and perform the following steps:

   Section	Field	Description
   INPUT MAP	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: Click Click to build an expression. Enter the description of the task. Click Save.
   	Case ID	This field is automatically populated with the case ID variable.
   	Task Template ID	Click Select Template. From the available list of active task templates, 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. Click Save.

7. 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 execution	Elements to use	Example
   Sequential	Add Create Task elements one after the other, based on the successive dependency of tasks.
   Parallel	Add Create Task elements and a Parallel elements to define the concurrency of tasks.
   Conditional	Add Exclusive element to add conditions for task execution. To add a condition, perform the following steps: Select the Exclusive element and drag the sequence flow element (arrow) and connect to the element that defines the default path. Select the Exclusive element and drag the sequence flow element and connect to the  element that defines a path when the condition is true. In the Properties pane, click Click to build an expression. In the Edit Expression window, specify the condition by using dynamic fields and case data fields, and click OK.

8. Click Save.

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

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:

The following table explains the elements in the task flow:

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.

Related topics

Task flow

Updating tasks and tracking progress

Process designer elements