BMC Helix Platform is a cloud-based development platform designed for developers and application business analysts to co-develop custom applications and customize purchased applications.
This section contains information about enhancements in version 19.08 of BMC Helix Platform.
BMC Helix Platform enhancements
Support for BMC Native (Google) classification for Cognitive Service
BMC Helix Platform enables the administrators to make a choice between the classification service provider that they can use for auto-categorization and auto-assignment. As an alternative to IBM Watson Assistant, administrators can also use BMC Native (Google) classification for their cognitive service.
For more information about configuring the BMC Native (Google) classification provider, see Configuring cognitive service for a custom application by using BMC Native (Google) classification.
IBM Watson Assistant classification
BMC Native (Google) classification
Developers and Business Analysts creating or customizing applications can now add an action to a notification. The action appears as a link in an alert that is displayed in the bell icon in the top navigation of the app or in an email notification. The end user of the application can then click on the link and navigate directly to the issue or event to resolve it or view the details. To enable this, the tenant admin sets a URL in a server centralized configuration setting. Once configured, the platform generates the appropriate URL to the issue or event and automatically adds it as a link to the alert and/or email.
For example, when an employee's leave request is approved, an email notification is sent to the employee. From the email, the employee clicks the link and opens the leave request that is approved.
For more information about sending notifications, see Configuring processes to send notifications to users.
Dynamically define the type of association
Developers and Business Analysts creating or customizing applications can define the type of an association to be used in a process or rule. When the rule or process is run, the system uses the defined type of association when creating the association.
For example, you can set up the type of the association to be a Role such as Manager. Then at run time, the associations are restricted to only allowing an association to a Manager. You can also filter the records based on the association type. In this case, searching for records with an associated Manager.
For more information, see Creating associations using Association Service Task.
Improvements to cognitive search
BMC Helix Innovation Studio can leverage cognitive search as an alternative to Full Text Search (FTS). The cognitive search engine uses IBM Watson Discovery to crawl, convert, enrich, and normalize data. The cognitive search is enhanced to include the following capabilities:
Ability to filter search data sets by using a confidence threshold
Administrators can now add a confidence value to the search data sets. This confidence value is used as a filter when displaying the relevant search data sets, only the search data sets with a higher confidence value are displayed in the search results. For more information about adding a confidence value, see Defining search data sets.
Ability to rate the most relevant knowledge articles
After the chatbot uses cognitive search, identifies the intent of the user, and displays snippets from the relevant knowledge articles as search cards, the users can rate the knowledge articles based on the content. These rating details are then sent to the cognitive service to retrain IBM Watson Discovery to display the most relevant knowledge articles.
Summarizing chat conversations
An administrator can now configure the cognitive summarization service to ensure that when the chatbot transfers an end user to a live agent, the agent receives a quick and effective summary of the end user’s previous conversations with the chatbot. The summarization service provides the following capabilities:
- Provides an extractive summary of the chatbot transcript. The cognitive service selects the most relevant sentences from the chatbot transcript and provides them to the agent.
The service does not re-write the content. Relevant sentences are appended together to provide a general sense of the conversation. Although referring back to the transcript could be necessary for greater context and detail.
- Saves the support agents the time and effort to read the long chatbot transcripts.
For more information, see Enabling cognitive service summaries for custom applications.
Application development enhancements
Support for webhook definitions registered with Adobe Sign
BMC Helix Platform supports webhook callbacks in third-party applications such as Adobe Sign. This ensures that BMC Helix Platform receives real-time notifications whenever an event takes place in Adobe Sign. These notifications can then be used to trigger specific actions in applications developed on BMC Helix Platform.
Example of supporting webhooks registered with Adobe Sign
An organization uses the following applications that are integrated with each other:
- BMC Helix Business Workflows developed on BMC Helix Platform—for the HR line of business. This application listens for events in Adobe Sign.
- Adobe Sign—A third-party application to digitally sign HR documents.
Configure the webhook callback for Adobe Sign when you want BMC Helix Platform to get a notification when a document is digitally signed in Adobe Sign. This notification is sent to BMC Helix Business Workflows to update the document status to Signed.
To learn how to configure the webhook callback for Adobe Sign, see Configuring a webhook callback for external applications.
Content Packages for applying customizations to an application
You can now create a package containing a set of customizations for an application. Then the package can be marketed and distributed to any number of tenants in the platform. Once deployed, the Content Package applies the changes to the original application, thus immediately customizing the application to which the Content Package was applied. For example, you can tailor BMC Helix Business Workflows, a native case management application for a specific business vertical, such as facilities management. Then, when you create the Content Package it acts as a template that can be applied to BMC Helix Business Workflows in any tenant thus turning it into a facilities management application.
For more information, see Types of deployment packages.
BMC Helix Platform Interface design enhancements
Simplified construction of text strings in Expression Builder
We've simplified the way strings are constructed in Expression Builder so that they are much more intuitive. Previously when you wanted to use a dynamic variable in a string, you had to concatenate the string using the plus symbol. Now you can simply type the $variable name in the string and the value of the variable will be inserted in the string at runtime.
"Hi " + $user + ", your ticket is created. The id is " + $ticketId + ". You can view the ticket details at" + $ticketLink + "."
“Hi $user, your ticket is created. The id is $ticketId. You can view the ticket details at $ticketLink.”