Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests
To enable case creation via service requests, as a case catalog administrator, you must create and publish services in BMC Helix Digital Workplace Catalog. These services are specific to BMC Helix Business Workflows because they ensure that whenever employees use these services for their requests, corresponding cases are created in BMC Helix Business Workflows.
BMC Helix Digital Workplace Catalog provides an intuitive experience for creating, publishing, and providing services to specific groups of employees like employees in HR, Finance, and so on. Services in BMC Helix Digital Workplace Catalog are physical products or actions that can be performed by people, processes, or systems. Examples of services are to onboard an employee, provide a spot bonus, request for a medical reimbursement, and so on.
BMC Helix Digital Workplace Catalog is included with BMC Helix Digital Workplace Advanced and can be integrated with BMC Helix Business Workflows. Employees create service requests in BMC Helix Digital Workplace client application and case agents work on the corresponding cases in BMC Helix Business Workflows.
As a case catalog administrator, you can enable case creation via service requests. For more information about your responsibilities, see Roles-in-BMC-Helix-Business-Workflows.
For more conceptual information about BMC Helix Digital Workplace Catalog, see Catalog.
Process of enabling case creation via a service request
The following figure illustrates the process to enable case creation via service requests:
The following table describes the tasks that you need to perform in the process:
Task | Action | Purpose | Reference |
|---|---|---|---|
1 | Create a workflow. | To define how a service request should be processed by defining various details like number of cases to be created from the service request, information that employees need to provide, and so on. Note: You can use one workflow for multiple services. | |
2 | Create questionnaires for services. | To define the information that employees need to provide when they submit service requests. The fields that you specify in a workflow can be used as questions in the questionnaire. Also, you can add more questions directly in the questionnaire like Password, Date and Time, and so on. | |
3 | Create and publish a service. | To associate a workflow and the required questionnaires with a service, and publish the service so that it is available to the employees. When employees use this service to submit their requests, the associated workflow is run and the questionnaires are displayed to them. Note: You can associate only one workflow with a service. | |
4 | (Optional) Provide services to specific groups. | Associate services with a specific group of employees so that they can view only those services to which they have access. |
You can review the status of a service request and analyze the number of requests that employees raise for a service. To do this in the BMC Helix Digital Workplace Catalog, you need the Service Catalog Administrator permission in BMC Helix Digital Workplace Advanced. You need to assign this role from the BMC Helix Digital Workplace Advanced client application.
For an example of an end-to-end process of enabling case creation via service requests with detailed procedures, see Example-of-creating-services-in-BMC-Helix-Digital-Workplace-Catalog.
Videos
The following video (7:03) explains how to import or export services, provide user entitlements, and verify that services are available to users:
The following video (4:16) explains how to enable case creation in BMC Helix Business Workflows via service requests in BMC Helix Digital Workplace Advanced:
Related topics
Topic | Description |
|---|---|
Use case that provides a real-life scenario of an end-to-end process of enabling case creation via service requests | |
Responsibilities of a case catalog administrator | |
Reviewing service requests | |
Service catalog administrator |