Creating services with case fulfillment by using Catalog Curator
Required license
BMC Helix Service Management service
Related topics
As a catalog administrator, use Catalog Curator to create catalog services with a fulfillment requirement for a case. These services are intended to be fulfilled in BMC Helix Business Workflows. This method expedites service creation and minimizes the need for manual edits to fulfillment settings later. Catalog Curator offers a guided conversation experience with built-in support for localization.
The following use cases are common examples for designing services involving case fulfillment:
- In HR, create services like onboarding, employee transfers, and leave requests.
- For facilities, create a service for pantry maintenance requests that automatically triggers the appropriate workflow and tracks fulfillment through BMC Helix Business Workflows.
Case-based fulfillment overview
Case-based fulfillment ensures that when a catalog service is requested, a corresponding case is created and managed in BMC Helix Business Workflows. Catalog Curator guides you through service creation in the following way:
- Prompt & fulfillment requirement: Enter your prompt describing the service and specify that it requires case-based fulfillment. If you don’t specify the fulfillment requirement, Catalog Curator can interpret your intent and might set the fulfillment to ‘case’ when appropriate.
- Semantic search: The agent utilizes semantic search to identify the most relevant case templates within BMC Helix Business Workflows. Instead of relying on exact keywords, semantic search looks at the intent and context of your prompt to suggest templates that best match your requirements.
- Draft creation: After you select a template and confirm the other service parameters, a draft service is generated in the default subcatalog, called Business Workflow Subcatalog. You can publish this service draft so that whenever a user submits this service request, a case is created in BMC Helix Business Workflows. This case manages the entire fulfillment process, including routing approvals, tracking progress, and updating the status until the request is resolved. For more information, see Working with BMC Helix Digital Workplace Catalog.
To manage services within your subcatalog
As an internal supplier, you can create and manage services only within your assigned subcatalog and line of business.
Select the correct case template to ensure accurate routing and processing in BMC Helix Business Workflows. For more information, see Assigning subcatalog roles to user accounts.
Before you begin
- To enable Catalog Curator, see Enabling and configuring Catalog Curator.
- To understand service creation by using Catalog Curator, see Creating services with Catalog Curator.
- Make sure that the required parameters are enabled for your line of business. For more information, see Defining application configurations for your line of business.
- Make sure that OpenSearch is installed and active. For more information, see Security and privacy for BMC HelixGPT.
Set up the BMC Helix Business Workflows case template data connection and create a fresh OpenSearch index. For more information, see Enabling and configuring Catalog Curator.
To create a service with fulfillment as a case
- Log in to BMC Helix Digital Workplace Catalog.
- Select Services > Services.
- On the Service Management page, navigate to the My Services tab.
- To access Catalog Curator, click Catalog Assistant.
In the Catalog Curator chat, enter a clear prompt for the service you want to create, including the description of case-based fulfillment.
For example,
Create an employee onboarding service with case-based fulfillment, including an approval workflow and localization support for Canadian French.Click here to see the interface.
Verify that all details are correct and meet your requirements in the displayed summary.
It includes parameters, questionnaire, cost, quantity, and workflow.Click here to see the interface.
Use one of the following options to select a case template:
Ask for the case template suggestions.
With semantic search, Catalog Curator suggests templates based on intent and context.- Enter the prompt for case template suggestions in the chat. For example, Suggest a BWF case template.
- Select the suitable one from the suggestions in the dropdown.
Click here to see the interface.
If you know the exact case template name, enter it in the chat.
Make sure that the case template is active in BMC Helix Business Workflows so that Catalog Curator can retrieve it.
- (Optional) Use follow-up prompts to make updates to the service draft by reviewing the summary.
- Enter a clear, assertive response in the chat to confirm the service draft. For example, Looks good.
Catalog Creator generates a service with the fulfillment requirement as a case.Click here to see the interface.
- To view a newly generated service, select Services > Services > My Services.
On the Service Management page, a list of catalog services is displayed, where you can find a new service available in the Draft state.
Click here to see the newly created service draft.
To modify search parameters for the mapping of case templates
- As an administrator, log in to BMC Helix Innovation Studio.
- Select Workspace > HelixGPT Agent Studio > Agents.
- From the list of agents, select the Catalog Service Curator agent.
- Click the General Configuration tab.
Select Behavior settings > Configuration and click to modify the configuration.
The following parameter controls the semantic search:Parameter Description Recommended value score_threshold Threshold value to control the search results
0.7 Click here to see the interface.
Adjust the score threshold value according to your requirements for the search results.
To apply the new threshold, click Save changes.
Where to go from here
You should follow the standard approval and publishing procedures to make the Catalog Curator-generated service available to end users. For more information, see Approving and publishing services.