Business Workflows dashboard

The BMC Helix Business Workflows dashboard displays case reports. As a dashboard user, you can view reports for cases based on status, priority, and assigned groups. Learn about instructions on creating or editing dashboards in Configuring-dashboards-with-additional-customizations. Learn more about dashboard concepts in Creating-and-customizing-dashboards.

The following image shows the statistics for cases created in BMC Helix Business Workflows, cases by assigned group, by priority, and case trend based on the case status in the Business Workflows Dashboard with sample data:

BWF_dashboard.jpg

For a list of icons and operations that are common across dashboards, see Product-overview.

To view the dashboard

  1. From the navigation menu menu_icon.png, click Dashboards.

  2. Click the Helix Business Workflows Dashboard folder and then click Business Workflows Dashboard.

    Tip: Quick access from the home page

    To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.

Panels in the Business Workflows dashboard

The following table describes the panels in the Business Workflows dashboard:

Panels

Description

Example

Dashboard filters

Displays the following filters to view the information on the dashboard:

  • Line of business
  • Company
  • Assigned group
  • Priority

By default, the dashboard displays the data for the last 30 days. You can filter the data by using the time range global filter.

Important

If you are using a version of BMC Helix Business Workflows prior to 22.1 version, the Line of business filter may not display any values. The Line of business variable query has a column reference that is compatible with BMC Helix Business Workflows 22.1 version onwards.

image2022-1-18_12-50-35.png

BHD_global_filter.jpg

Case statistics

Displays the number of cases based on the following status values:

  • Open
  • Pending
  • Unassigned
  • Reopened
  • SLA breached
  • Closed

image2022-1-18_12-53-19.png

Cases by assigned group

Displays the number of cases based on the following details:

  • Assigned group
  • Status
  • Priority

You can click the number of cases to view the Case Details - Drill-through report for cases of a particular assigned group, status, and priority. For example, in the adjoining image, if you click 866, you can view the Case Details - Drill-through report for cases with priority as High and status as New for the Employee Relations assigned group.

On the Case Details - Drill-through report, you can do the following:

  • Click the Case ID of a case to view the case details page in BMC Helix Business Workflows.
  • Click View Audit Details for a case to view the Case Audit Trail report for that case.

The Case Audit Trail report displays the activity details for a case.

On the Case Audit Trail report, you can enter the case ID in the Case ID filter to view the activity details of that case. 

Note: The Case Audit Trail report is displayed correctly for administrator users. Some values might appear Null for non-administrator users.

image2022-1-18_12-54-55.png

Case_details_drill_through.jpg

image2022-1-20_20-40-58.png

Cases by priority

Displays the number of cases based on the following priorities and their percentage:

  • Critical
  • High
  • Medium
  • Low

image2022-1-18_12-57-35.png

Case Trend

Displays the trend of the number of cases for the selected date and time range based on the following status values:

  • Created
  • Open
  • Pending
  • Closed
  • Unassigned
  • Reopened

You can click the status value in the chart to view the case trend graph.

image2022-1-19_22-45-9.png



 

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