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    You can add solutions, ad hoc templates, and articles by completing mandatory and optional details in a Solution form. This topic describes tabs and fields that you need to complete to create an HR solution that can be later used by end users for creating HR service requests,  and HR agents for completing cases.

    This topics includes the following sections:

    Overview of a Solution form

    The following table describes a Solution form:

     

    Tab

     

    Required

     

    Tab description

    Tab availability by solution type
    SolutionAdhoc templateArticle
    Solution Details > Main DetailsRequired

    This tab displays the main details of a solution that you must complete.

    For more information, see Complete Main Details of a solution.

    Applicable

    Applicable

    Applicable

    Solution Details > Journal

    Optional

    This tab displays Journal section, where you can perform the following actions:

    • Add an external or internal note and attachments
    • Send an email with attachments
    • Attach a document from the document library

    For more information, see Adding entries to solution's journal.

    Applicable

    Applicable

    Applicable

    DescriptionRequired

    Displays a Description section where you must complete one or more descriptions:

    • Internal description (internal)
    • External description (applies only to the article solution type)
    • Self-service instructions (applies only to the solution type)

    For more information, see Complete description of a solution

    Applicable

    Not applicable

    Applicable

    Case OptionsRequired

    Displays a Case Options section where you must select a user group to be automatically assigned to all cases opened automatically based on this solution.

    You can also add other details:

    • Select a case priority
    • Specify a category for all tier levels
    • Assign case individuals
    • Select a case resolution code

    For more information, see Complete case options of a solution.

    Applicable

    Not applicable

    Not applicable 

    Questions

    Optional

    Displays a Tree Control Panel section representing a built-in questions process designer.

    You might need to add questions to a solution to collect additional information from a self-service user submitting a request. The answers that a self-service user submits are necessary for HR agents to resolve cases that are created based on solutions with questions. The questions are displayed in the request form in the BMC MyIT web console. The answers that a self-service user submits, are saved in a form of the related case, on the Self-Service Answers tab.

    Using this tab, you add questions for a self-service user who has to answer in the BMC MyIT web console. Questions can be of different types. For more information, see Add questions to a solution.

    Note: This section becomes editable only when a solution is created and is in Draft mode. 

    Applicable

    Not applicable

    Not applicable

    Tasks

    Optional

    Displays a Tree Control Panel section representing a process designer to create built-in tasks.

    You add tasks that HR agents have to accomplish to resolve a case based on this solution. Tasks can be of different types. For more information, see Adding tasks to a solution.

    Note: This section becomes editable only when a solution has been saved, and is in Draft mode. 

    Applicable

    Applicable

    Not applicable

    Access

    Optional

    Displays access restrictions to a particular solution.

    By default, all Active solutions are available to all HR agents who have access to the Solutions console. For each solution, you can add multiple access restrictions, modify restrictions, and delete them when necessary. You can add access restriction filters for:

    • Users of a selected person type
    • Users belonging to a selected a group name
    • Users belonging to a selected organization name
    • Users from a selected company site

    For more information, see Configuring access for solutions.

    Applicable

    Applicable

    Applicable

    Related Items

    (Read only)

    Read- only

    Displays all cases related to a solution.

    Applicable

    Applicable

    Applicable

    Feedback

    Read- onlyDisplays feedback added by self-service users in the BMC MyIT Universal Client.

    Not applicable

    Not applicable

    Applicable

    Before you begin

    Before adding new solutions,  some of the drop-down lists in a Solution form,  need to be populated with necessary values that are initially added in the System Settings console. The following table describes menus that need to be configured:

    Drop-down listAdd values hereReference topic

    Group Name

    Actions > System Settings > Foundation > Groups

    Adding groups and roles

    Assigned Group
    Assigned Group Tier
    Organization TypeActions > System Settings > Foundation > OrganizationsConfiguring organizations and departments
    Site NameActions > System Settings > Locations > SitesConfiguring location
    Priority Actions > System settings > Application Settings > PriorityConfiguring origins and priorities for cases
    Resolution CodeActions > System settings >  Application Settings > MenusConfiguring menus
    • Category
    • Sub-category
    Actions > System Settings > Application Settings > Solution CategoryConfiguring categories for solutions
    • Categorization Tier 1
    • Categorization Tier 2
    • Categorization Tier 3
    • Categorization Tier 4
    Actions > System settings > Application Settings > Categories & RegionsConfiguring categorization tiers for cases, sites, and site regions

    To add a solution

    1. Open a Solution form in one of these ways:
      • If the Solutions tab is visible to you, navigate to it, and click New.
      • If the Solutions tab is not visible to you, open the Actions menu, and click Add Solution.
    2. Complete mandatory details of a solution on the tabs available in a Solution form:

      1. Complete mandatory details on the Solution Details tab. 

      2. Complete mandatory fields on the Description tab.

      3. For solutions of the Solution type, complete mandatory fields on the Case Options tab.

    3. Complete optional details as required:

      1. Add access restrictions for a solution on the Access tab.

      2. Add tasks to a solution on the Tasks tab.
      3. Add questions to a solution on the Questions tab.
    4. Click Save & Close.

    To configure the mandatory details of a solution

    The following topics describe the mandatory details that you might need to add or modify in a Solution form:

    Main Details

    The Main Details section is common for all solution types.The following table describes fields that you must complete:

    Field
    Description
    Record IDAutomatically generated when a Solution form opens.
    Solution Name

    Enter a descriptive name.

    Important: Do not use the following symbols: <, >, $, &.

    Summary 
    Solution Type

    Select  a solution type: adhoc template, solution, or article.

    Solution Sub Type

    (Optional)

    Note: This applies only to article solutions.  

    Select one of the following options: 

    • Document Library Reference 
    • FAQ 
    • Manual 
    • White Paper
    AccessibilitySelect one of the following options to indicate who can view the solution:
    • Internal—Solution is accessible only from BMC HR Case Management
    • External—Solution is accessible from BMC HR Case Management and BMC MyIT

    Note: If you selected adhoc template as the solution type, accessibility is always internal and cannot be changed.

    Data Group

    Select a group that has access to the solution. Only users belonging to this group, which is defined in the users' Case Login Details (see Adding users), have access to the solution.

    Category

    Select a category to classify the solution.

    Sub Category

    (Optional)

    Select a sub-category for the selected category. Options change depending on which category you select.

    Owner (Optional)Search for and select an owner of the solution.
    Solution Start DateAdd the date when a solution is available.

    Solution End Date

    (Optional)

    Add the date when a solution is no longer available.
    Status (Optional)

    Select the appropriate status:

    • Draft (the default status)—Solution is not ready and cannot be applied
    • Active—Solution is available and can be applied
    • Inactive—You no longer want the solution to be available for selection
    • Retired—Solution is out of date and you do not want it to be available for selection
    To change the status, clicknext to the Status field.
    Requires Update (Optional)

    Select the check box to indicate that the solution must be updated. When this setting is applied, the solution is displayed red in the list of solutions.

    Image_Filename

    (Optional)

    Select a file from the list. The file is displayed as an avatar for the solution in the BMC MyIT Universal Client.

    You can configure the images that are available for selection in this list in the BMC Remedy AR System Server. For details how to do this, see Resources for templates .

    Times Solution ViewedDisplays counter values updated automatically when a solution is Active
    Times Solution Used
    Times Solution Not Useful

    Displays Yes and No counter values and is applicable for article solutions only.

    Self-service user reviews an HR article, and then selects Yes or No as the answer to the following question: "Was this resource helpful?" Yes and No answers are counted in the Times Solution Not Useful field.

    Description

    The selections you make in the Accessibility field in the Main Details section determine which fields you must complete on the Description tab.

     Click here to view the screenshot...

    The following table explains the fields that you must complete on the Description tab:


    Fields to enterInternal solutionExternal solutionInternal articleExternal articleAdhoc template
    Internal Description

    Mandatory

     

    Mandatory

    Mandatory

    Mandatory

    Not applicable
    External Description

    Not applicable

    Not applicable

    Optional

    Mandatory

    Not applicable
    Self Service Instructions

    Optional

    Mandatory

    Not applicableNot applicableNot applicable

    Case Options

    1. In a Solution form, navigate to the Case Options tab. 

       Click here to view the screenshot...

    2. From the Assigned Group list, select a group.
      The Assigned Group Tier field is populated automatically with a value from  the assigned group configuration . 
    3. (Optional) From the Assigned Individual list, select a person to be assigned to a case when it is opened automatically.
      Users available in the Assigned Individual list are those who have this group available on the Case Login tab in the People record form.
    4. (Optional) Complete other fields as required:
      • Priority
      • Resolution Code 
      • Categorization Tier 1
      • Categorization Tier 2
      • Categorization Tier 3
      • Categorization Tier 4

    To configure the optional details of a solution

    The following topics describe the tasks that you might need to perform to add or modify optional details in a Solution form:

    Note

    You can add optional details for a solution only when it is saved as Draft.

    If a solution is Active, change the status of the solution to Draft and click Save.

    To add access restrictions for a solution

    1. Open a solution to which you want to restrict access.

    2. Navigate to the Access tab, and click Add.
    3. Select the restrictions that you want to enable.

       Click here to view the screenshot...

      For example, by selecting Compensation from the Group Name and Marketing from the Organization Name, you restrict access to solutions only for users that belong to the Compensation group and the Marketing organization.

    4. Click Save & Close.

    To add tasks to a solution

    1. Open a solution to which you want to add tasks.

    2. Navigate to the Tasks tab. 

      The tasks designer section is displayed, with the task options listed at the left, and the Tree Control Panel at the top.

      Tip

      If the tasks in the navigation tree move out of the view, change the way the navigation tree is displayed. Click Tree Control Panel to see the options. You can also move the items by dragging them to a desired location.


       Click here to view the screenshot...

      By default, the solution ID is displayed as the parent item.

    3. To add a task, click one of the options listed at the left. 
      The selected task is connected to the parent solution item.
    4. Right-click the task that is added, and select Modify

    5. Complete the Task Name and Task Instructions fields.

      Note

      For any task type, avoid using "$" sign in the Task Name field.


    6. If you are adding a Change Assignment task, or Modify eForm task, it is not mandatory to add task instructions.

      Tip

       If a task assignment and group are not configured, the task is assigned automatically to the case assignee or requester if it is an HR agent who creates the case.

    7. (Optional) From the Assigned Group list, select a group.
      If you are using Change Assignment task, you must select an assigned group.
    8. (Optional) From the Assigned Individual list, select a user .Complete the fields as required to configure a task:

      Task typeDescription
      Add JournalAn audit trail entry task for an HR agent working on a case related to the solution. In a Case form, the HR agent working on the case, needs to make an entry in the journal (add a note, attach a document, or send an email), from the task itself, or in the Journal section available in the Case Details tab. When an HR agent adds a journal entry to the journal task, this entry is automatically added to case journals.
      Add Solution

      A task for an HR agent working on a case related to the solution to add another solution to the case. Use this task if a self-service user or an HR agent is not able to select a solution during a case creation, or if a secondary solution is necessary to resolve the case.

      In a Case form, the HR agent needs to add another solution to the case from the Solutions section, available in the Solutions tab.

      Change AssignmentA task for an HR agent working on a case related to the solution, to change the case assignment. In a Case form, the HR agent must change or add the Assigned Group by selecting the task on the Tasks tab, and changing the assignment in the task dialog box, in the Task Details tab.
      Change StatusA task for an HR agent working on a case related to the solution to change the status of the related case. In a Case form, the HR agent must change the status by selecting a value from the Status list in the case Details section.
      Complete Case

      The last task in the list of tasks for the HR agent. You must specify the following details:

      • A case status that is mapped to the case task when the task is completed. 
      • Specify whether the case is closed automatically when all the case tasks are resolved. 

      If the Complete Case task is not automated, the HR agent must select the Complete Case task from the Tasks tab in a Case form, and close the task. This action closes the case.

      ConfirmationA task for the HR agent to complete the instructions written in the task instructions field. A related case cannot be processed until an HR agent completes the confirmation task. In a Case form, the HR agent must select the task on the Tasks tab, and close the task.
      Create eFormA task for the HR agent to create an eForm. You must select an eForm and the eForm view type. In a Case form, the HR agent must select the task on the Tasks tab, and fill out the eForm.
      Modify eFormA task for the HR agent to modify an eForm. You need to select an eForm, and a task. In a Case form, the HR agent must select the task from the Tasks tab, and modify the referenced eForm.
      Date Task

      Not applicable

      Multiple ChoiceA question with multiple choice options. In a Case form, the HR agent must select only one of the options.
      BranchA question with multiple choice options. In a Case form, the HR agent must select only one of the options. The task flow is defined by the choice the HR agent selects.
      InformationAn information box. You can enter some information into the information task. No input is required from the HR agent working on the solution. 
    9. To add more tasks, repeat steps 4 through 10.
      You can add as many tasks as you need.

    10. When you are finished adding and configuring tasks, click Save & Close.

      Important

      You must configure all tasks that you have added. You cannot save your solution in Active status if you have not fully configured its tasks.

    To add questions to a solution

    1. Open a solution to which you want to add questions.

    2. Navigate to the Questions tab. 

    3. The questions designer is displayed, with the question options listed to the left, and the Tree Control Panel at the top.

      Tip

      If the question icons in the navigation tree move out of the view, change the way the navigation tree is displayed. Click Tree Control Panel to see the options. You can also move the items by dragging them to a desired location.


       Click here to view the screenshot...

      By default, the solution with its ID is displayed as the parent item.

    4. To add a question, click one of the options listed at the left. The selected question types are mounted to the parent solution item.
    5. Right-click the item you added, and select Modify.

    6. In the Question Label field, add a descriptive text for the question label.
    7. Complete the fields as required to configure the question:

      Notes

      • You must configure all questions that you have added, so that you will be able to save your solution in Active status. The questions that lack configuration details, are displayed with a red frame.
      • For any question type that has an option to require a user answer, selecting Yes results in users being unable to submit a request without providing an answer to the question.
      • For any question type that has a Confidential Data option to hide user answers, selecting the check box will result in notes encrypted with asterisks (*) being substituted for user answers in the Journal tab of the HR Case Management console. The answers will be available to authorized HR agents only, the Case management console, the Self-Service Answers tab.
      • For any question that has Question Label field, you must enter a text that will display as a question title (in the BMC MyIT web console) in the details of a request submitted by self-service user. Do not use "$" sign in the question labels.
      • For any question that has Help Text field, the text that you enter will display as a question description (in the BMC MyIT web console) in the details of a request submitted by self-service user.
      • For any text that has Instructions field, the text that you enter will be displayed as instructions for HR agent (in the BMC HR Case Management web console).

      Question type

      Additional information

      Description

      A request to submit a case description. The description task is saved as a corresponding case summary and can be used only once.

      Date

      A custom date question or due date question for a self-service user. The answer requires a date input. In the BMC MyIT web console, the date question is displayed with a calendar widget where a self-service end user can select a date.

      Generic question

      Any question that requires a text field response. A generic question is used to collect information required from a self-service user to process a case that is based on the solution.

      Multiple choice

      A question with multiple-choice options. You can add as many values as you need. The values you enter appear in the Values list.

      A self-service user is required to select only one option from the drop-down list.

      Tip: If you expect that multiple answers are necessary, you can create several multiple choice questions, or alternatively, a generic question where a self-service user can type the full answer.

      Branch

      A question with multiple-choice options. The self-service user is required to select only one radio button from the available options. The questions that follow depend on the answer that the end user selects in the BMC MyIT Universal Client. You can add as many values as you need, and you can delete or modify the values later. The values you enter appear in the Values list.

      Information

      A box containing some helpful information for a self-service user. No user input is required.

      Eform

      An eForm that you select will be added to a request form in BMC MyT Universal Client, and a self-service user will need to fill in the eForm when requesting for an HR service.

      • By selecting an item from the Eform Name list, you define an eForm type that a self-service user will need to fill in. 
      • By selecting a view from the View Name list, you define how the eForm will be displayed. Select Portal_View to display the eForm correctly in BMC MyIT. 
      • By setting Question Required value to Yes, you make an eForm submission mandatory for a self-service user. The self-service user will not be able to submit a request without filling in the mandatory fields in the eForm.
    8. To add more questions, repeat steps 4 through 7.

    9. When you are finished adding and configuring questions, click Save & Close.

    2 Comments

    1. An explanation of how to add extra images to the 'Image_Filename' field needs to be added to this doc: https://docs.bmc.com/docs/display/public/ars201401/Resources+for+templates

    2. Hello!

      Thank you for the comment. The page was updated with the information that you requested.