Configuring a line of business
BMC Helix Business Workflows provides out-of-the box configurations to get started with the product. As a case business analyst, you can set up the product according to your line of business such as Facilities, Travel, and Legal. You can create templates, automate various processes and tasks, set service targets, define custom notifications, and so on. You can also modify the lifecycle of cases, tasks, and knowledge articles.
Action | Reference |
|---|---|
Configure application configurations for your line of business. | |
Create new content use cases and modify existing ones to suit your business requirements. | |
Create templates so that case agents can use the predefined formats while creating cases and tasks. | |
Create and update checklists to add to case templates. | |
Provide default case access to support groups based on the field values of company, flowset, case category tiers, priority, and so on. | |
Work with dynamic, custom, and extension fields. | |
Define users' sensitive information as confidential data and restrict access to the confidential data. | |
Create and update schedules for creating recurring maintenance cases. | |
Automate BMC Helix Business Workflows to save time and effort taken by case agents. | |
Configure service targets to attach milestones to cases so that agents can track the progress of cases. | |
Create custom notifications for users. | |
Configure approvals for cases and tasks in BMC Helix Business Workflows. | |
Generate PDF documents for information that is requested by users. | |
Add and manage documents in the Document Library | |
Modify the lifecycle of cases, tasks, and knowledge articles to make it more specific to a line of business. | |
Enable users to send emails to request services and enable automatic case creation for the user requests. | |
Track incoming emails and learn how to reprocess the emails that had errors and are not received. | |
Learn how to extend out-of-the-box configurations to customize data and processes. |
To view agents, category tiers, and support groups configured for a line of business
As a case business analyst, you can view the Foundation data for each line of business that includes categories, support groups, and users who have access to the line of business.
- Log in to BMC Helix Business Workflows and click Settings
. - Select Line of Business > Manage Line of Business.
The Line of Business Management page displays the following tabs with the corresponding foundation data for a line of business:
Agents
The Agents tab lists the users who have access to the line of business.
The following information is displayed for each user: Full name, Email ID, Login ID, Person ID and whether or not the user is a support staff member.
Categorization
The Categorization tab displays the case category and subcategories that are configured for the line of business. The category tiers help in the case assignment and classification of cases.
The following information is displayed for each category: Category Tier 1, Category Tier 2, Category Tier 3, Category Tier 4, Company, and category ID.
Support Groups
The Support Groups tab displays the support groups that are available in the line of business.
The following information is displayed for each support group: Support Company, Support Organization, Support Group, and Support Group Role.
You can perform the following in these tabs:
- To filter the data in the grid, click Filter and apply the available filters.
- To export the grid data in CSV format, click Export.
- To view specific columns in the grid, click Visible columns and select the required columns to be displayed in the grid.