Empowering BMC Helix Digital Workplace Advanced users to create cases in BMC Helix Business Workflows

Scenario

BMC Helix Business Workflows is used to manage cases for different lines of business within an organization. It integrates seamlessly with BMC Helix Digital Workplace Advanced allowing employees to create cases by using the BMC Helix Digital Workplace Advanced client application. 

Consider a scenario where a manager wants to recommend a team member for a performance bonus. The manager needs to raise a request with the HR team to provide details for the eligibility and also have the senior manager approve the bonus request. The company uses BMC Helix Business Workflows to manage employee requests. The manager uses the Bonus Requisition service in the BMC Helix Business Workflows client application that creates a case in BMC Helix Business Workflows.

Roles involved in this use case

This use case involves the following user roles:

• Case Catalog Administrator
• Case Agent
• Employee

Workflow

The following figure describes the configuration process to enable employees who use BMC Helix Digital Workplace Advanced to create service requests that are managed in BMC Helix Business Workflows:

The following table lists the tasks to enable the manager to raise a performance bonus request in BMC Helix Business Workflows:

Benefits

Integrating with BMC Helix Digital Workplace Advanced provides the following benefits:

• Ability to review a service request status that reflects the corresponding case status from the native application.
• Agents can manage cases for service requests from a single application.