Creating a filter in BMC Helix ITSM to create cases in BMC Helix Business Workflows from work orders or incidents

As an administrator, to ensure that cases are created in BMC Helix Business Workflows from incidents or work orders, you must define a filter to call a case creating process. A filter is the trigger condition that will call the process to create a case in BMC Helix Business Workflows.

Out-of-the-box processes to create cases in BMC Helix Business Workflows from BMC Helix ITSM

The following processes are provided out of the box for case creation:

Create Case from Work Order
Create Case from Incident

How does BMC Helix ITSM integrate with BMC Helix Business Workflows

The following image shows how BMC Helix ITSM integrates with BMC Helix Business Workflows:

Filter in BMC Helix ITSM work orders or incidents

A filter in a work order or incident can be any condition which calls one of the two processes for creating a corresponding case in BMC Helix Business Workflows.

Example

The following images show the qualification to trigger the Create Case from Work Order process. When a task named Create BWF Case is added to a work order or incident, a corresponding case is created in BMC Helix Business Workflows by triggering that process.

Create case from work order

create case using workorder.png

create case using workorder process.png

The process used to create case from work order is com.bmc.dsm.lob.bmc-sample-human-resource_Create Case from Work Order.

Learn more about adding tasks to work orders in Adding tasks to work orders.

Create case from incident

create case using incident.png

create case using incident process.png

The process used to create case from incident is com.bmc.dsm.lob.bmc-sample-human-resource_Create Case from Incident.

Learn more about adding tasks to incidents in Adding tasks to an incident request.

Important

Out of the box, activity sync is supported only from BMC Helix Business Workflows to BMC Helix ITSM. Activity sync from BMC Helix ITSM to BMC Helix Business Workflows is not supported out of the box, and must be configured separately by the customer.

Automatic updates to work order or incidents and cases

Action	Result
Filter used in BMC Helix ITSM to create work order or incidents in BMC Helix ITSM.	Corresponding case is created in BMC Helix Business Workflows.
Activity notes added in cases in BMC Helix Business Workflows.	Notes displayed in corresponding work orders or incidents in BMC Helix ITSM.