Defining application configurations for your line of business
As a case business analyst, you can modify the application-specific configurations in BMC Helix Business Workflows for your line of business and change the values for the out-of-the-box parameters.
You can modify the default values for the configurations, or even add a new configuration for your line of business.
To add a new configuration for your line of business
- As a case business analyst, click Settings
. - Expand Line of Business, and click Manage Line of Business.
- From the Line of Business list, select the line of business for which you want to define the configurations.
If you have access to a single line of business, the line of business is selected by default. - On the Application Configurations tab, click + Configuration.
- Specify the Configuration Name and Description.
- Specify the Configuration Value for the parameter.
- Click Save.
To view the default configurations for your line of business
- As a case business analyst, click Settings
. - Expand Line of Business, and click Manage Line of Business.
- From the Line of Business list, select the line of business for which you want to define the configurations.
If you have access to a single line of business, the line of business is selected by default. - On the Application Configurations tab, view the default configurations and their values.
Use the following table to understand the default settings that are provided for your line of business in BMC Helix Business Workflows:
Parameter | Description | Reference |
|---|---|---|
ADD_DWP_SURVEY_ON_CASE | Enable the display of survey feedback for BMC Helix Digital Workplace Advanced service requests in BMC Helix Business Workflows. | |
ADD_VIEW_COUNT_TO_CASE_ACTIVITY | Protect privacy of case agents by disabling the tracking and displaying of case view counts in activity notes. | |
AUTOMATED_TASK_FAILURE_NEXT_ACTION | Configure the next action that should occur when an automated task fails. | |
CASE_REOPEN_TIMELINE_IN_DAYS | Specify the number of days after which a case can be reopened after it is closed. | |
CREATE_SERVICE_REQUEST | Enable automatic case creation of a service request in BMC Helix Digital Workplace Advanced for a case. | |
DATE_FORMAT DATE_TIME_FORMAT | Set up the date and time format that will be displayed in PDF files. | |
HIDE_AGENT_NAME_FROM_REQUESTER AGENT_NAME_ALIAS | Protect privacy by hiding the agent name in the service request in BMC Helix Digital Workplace Advanced and chats. | |
INDIVIDUAL_ASSIGNMENT_METHOD | Enable automatic case assignment. | |
NEXT_REVIEW_PERIOD | Define the time for a periodic review of knowledge articles. | |
RESOLUTION_CODE_MANDATORY RESOLUTION_DESCRIPTION_MANDATORY | Make the resolution code and resolution description mandatory when a case is resolved so that the case is linked to appropriate knowledge articles that can be used for reference. | |
RESOLVE_CASE_ON_LAST_TASK_COMPLETION | Automatically resolve a case that is created by using the case template after the completion of the last task in the case. | |
UPDATE_PARENT_ON_NEW_ACTIVITY | Track activity updates in cases and knowledge articles. | |
LIST_OF_EMAIL_PROFILES | View the email profile that is available for use with lines of business in your setup. Email profiles are configured before you define lines of business. The default profile is already configured in this setting. Administrators or case business analysts do not need to use this setting. |