FAQs and additional resources
This topic provides information that supplements the BMC Helix Business Workflows documentation.
Frequently asked questions
This section provides answers to frequently asked questions (FAQs) about BMC Helix Business Workflows.
| Role name | Capability |
|---|---|
| Case Application Access | Create cases by using the case view and Quick case options. |
| Catalog Application Access | Access to BMC Helix Digital Workplace Catalog. |
| Reporting Access | Access the Reporting application. |
| Case Agent | Create cases by using the case view or Quick case option. |
| Case Manager | Access records that belong to the manager's company. |
| Case Business Analyst | Configure the application according to the business requirements. |
| Case Catalog Admin | Create and publish services in BMC Helix Digital Workplace Catalog. |
| AR Foundation Organization Read | Read-only access to Organization data—Service provider, operating organizations, vendor organization, manufacturer, business units, departments, and support groups. |
| AR Foundation Categorization Read | Read-only access to Categorization data—Operational, product, resolution, and root cause categories. |
| AR Foundation Location Read | Read-only access to Location data—Region, site, and site area. For more information, see
Location data
|
| AR Foundation Person Read | Read-only access to Person data—Employee, agent, customer, and vendor. |
| AR Foundation Geography Read | Read-only access to Geography data—Country, city, postal code, state/province/district, and time zone. |
| Knowledge Candidate | Search for relevant knowledge articles, create new articles, or reuse existing knowledge articles when resolving support tickets. These primary support agents can use existing knowledge articles, propose amendments to them, or create new articles where no relevant article already exists. A Knowledge Candidate has the following permissions:
A Knowledge Candidate cannot take ownership of any knowledge narticles. Best Practice: Grant this permission to a user who uses the knowledge base to work with cases. |
| Knowledge Contributor | Review, enhance, and complete articles that are created by other users to suit a wider audience. Flag articles that need improvement, and unflag articles after improvement. They also create and validate articles. Knowledge Contributors have a detailed understanding of the target audience and the content standards. A Knowledge Contributor has the following permissions:
A Knowledge Contributor can take ownership of articles created by other users, can be the article assignee, and can change the assignments. Best Practice: Grant this permission to advanced users who can create, modify, or review knowledge articles, and can publish articles to a specific audience, usually the internal users. |
| Knowledge Publisher | Publish content to an external audience. Knowledge Publishers are advanced users who have proper understanding of modifying the published content, define priority information, and understand the copyright and trademark laws as defined by their organization. A Knowledge Publisher has the following permissions:
A Knowledge Publisher can take ownership of articles created by other users, can be the article assignee, and can change the assignments. Best Practice: Grant this permission to advanced users who have the authority to publish articles to external users. |
| Knowledge Coach | Monitors, maintains, and improves the knowledge health of an organization by guiding users to adopt good knowledge management processes. A Knowledge Coach performs the following tasks:
A Knowledge Coach has the following permissions:
A Knowledge coach can take ownership of articles created by other users, can be the article assignee, and can change the assignments. Best Practice: Grant this permission to an advanced user who can be a mentor to other users for their development of Knowledge Management competencies. |
| Knowledge Administrator | Configures the knowledge sets, templates, and styles according to the business needs. These permissions are given out-of-the-box only to the Knowledge Coach functional role. |
| SLM Viewer | Read-only access to SLA progress bar on the case view and team performance data. |
| SLM User | Read-only access to company-specific configuration data like data source and service targets. |
| SLM Administrator | Read and write access to company-specific configuration data. |
| Task User | Read and write access to tasks assigned to the agent's support groups. |
| Task Manager | Read and write access to all tasks and templates. |
| Task Administrator | Read and write access to all tasks and templates. |
| Approval Admin | Setup and maintain approval processes. |
| Flowsets Administrator | Create Flowsets for various line of business in the administrator's organization. |
| Report Administrator | Create or modify reports. |
| Shared Services Read | Read access to case and task status. |
| Social User | Read and write access to activity feeds. |
| Email Config User | Access to configured email IDs, and acknowledgement and email templates to send emails from a case. |
| Notification User | Receives notification for an event that a case business analyst configures. |
| Cognitive User | Access to the training data that an administrator configures. This data is used while predicting case templates and categories for creating a case. |
| Notification Administrator | Configure notification events, templates, and processes. |
| Cognitive Administrator | Maps a configured data set to a company, and enable category and template prediction. |
| Email Config Administrator | Configures an email ID, and associates acknowledge and email templates to it. |
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:
| Stage | Description |
|---|---|
| 1 | A case is created. |
| 2 | The case details are sent to Call Create sub process. |
| 3 | The case initialization process runs. |
| 4 | The case validation process runs. |
| 5 | The case assignment process is triggered. |
| 5a | The case details after initialization and validation is sent to the assignment process. |
| 5b | The system checks whether a Flowset is specified in the case details. |
| 5c | If the Flowset is specified, the Flowset based assignment process is called. |
| 5d | If the Flowset is not specified, the default assignment process is triggered. |
| 5e | The system checks whether the the Flowset based assignment process exists. |
| 5f | If the Flowset based assignment process exists, the system runs the process. |
| 5g | The case is assigned to the support group or individual specified in the process. |
| 5h | If 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. |
| 6 | The status transition process runs. |
| 7 | The Row Level Security process runs. |
Related spaces
The following links to other documentation spaces provide information about the corresponding products:
Additional resources
The BMC Helix Business Workflows YouTube playlist provides list of videos for BMC Helix Business Workflows features that you might find helpful.
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