Creating case and task views for lines of business

A view is a different look and feel of a UI form that is provided by default. For example, BMC Helix Business Workflows provides a default view of the Cases console. As a case business analyst, you can create a line-of-business specific view by adding and removing fields, restructuring the fields, and changing the positions of the fields to suit your business needs. You can have a different view for each line of business and ensure that specific fields that are used for that line of business are displayed.

Examples

BMC Helix Business Workflows provides a default view of the Cases console. For the HR line of business, a case business analyst adds the Date of Joining field on the Cases console.
For the Procurement line of business, a case business analyst adds the Supply Dispatch Date field in the Create Case form.

The following image shows the default cases workspace view and the customized view:

The following changes are made in the views:

Page title is changed from Cases to Current Cases.
Watchlist button is renamed to Follow.
Sorting is changed from the Modified Date field to Priority field.

Customizable views for lines of business

You can customize the following views in BMC Helix Business Workflows:

Case Console
Case Create
Case Edit
Case Preview
Task Console
Task Create
Task Edit
Task Preview

You cannot customize the following out-of-the-box views:

Person Profile
Person Profile Extension
Case Watchlist
Configure Case Approvals
Configure Case Assignments
Knowledge Articles

Application of custom views

You can customize views for lines of business by using the extension container, or by copying the default views and then modifying them. To apply a view, you must activate the view. You can have multiple copies of the same view for a line of business. However, at any given time, only one view can be active for a line of business. You can also apply customized views in different environments, such as development, QA, tailoring, and copy the views from one environment to another.

All out-of-the-box preset filters are automatically replicated to the new view. If you have any customized preset filters in your setup, you must configure the preset filter again after copying the view.

Considerations for reverting customized views

If you do not want to use a custom view, you can revert to the default or a different custom view. When you activate the reverted view, the changes are applied to all existing and new records. For example, if you change the title of the default Create Case form to New Case, when a case agent creates a case with that form, the title appears as New Case. If you revert to the default Create Case title, when a case agent creates a case, the form opens with the title Create Case.

Considerations for upgrading customized views

After you upgrade to 21.3 or later, your customized views work as before. However, if you want to create line-of-business specific views, you must either use the extension container or create a copy of the view and modify the copy.