Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases

As a case business analyst, you can configure BMC Helix Business Workflows to create a corresponding service request in BMC Helix Digital Workplace Advanced for a BMC Helix Business Workflows case. Case agents can add their comments and feedback in BMC Helix Business Workflows. The case activity is reflected in the service request that is created in BMC Helix Digital Workplace Advanced. BMC Helix Business Workflows creates a service request with a generic service attached to it.

The service request includes the following details:

  • Progress of the case - Includes the current status of the case
  • Details - Includes when the case was submitted, last updated, the phone number of the requester, and the company of the requester. 
  • Comments - Displays the activity notes added to the case in BMC Helix Digital Workplace Advanced. Any comments added to the service request are also displayed, and added to the Activity notes of the case.

The service request does not contain the question fields in the case template that is used to create a BMC Helix Digital Workplace Advanced user case.

In BMC Helix Digital Workplace Advanced, you can view the Request ID of the service request in the My Activity section. 

Important

If the BMC Helix Business Workflows case was created via an email request, any email communication with the requester in the recipient list are displayed in the Comments section of the service request. However, the initial email requesting the case creation is not added to the section.

SR-BWF.png

Notifications

The following notifications are sent when a service request is created in BMC Helix Digital Workplace Advanced, and when comments are added to the case in BMC Helix Business Workflows.

  • When the service request is created,  the Request ID is displayed on the case details screen in BMC Helix Business Workflows and the following message is added to the Activity feed of the case:
    System Note
    Service Request 76004 was created for <user>.
  • When a comment is added to the case in BMC Helix Business Workflows, the requestor in BMC Helix Digital Workplace Advanced receives a notification email in the following format:
    <User name> has added a comment on Case-ID 
    Note: xxxx

To enable automatic creation of a service request in BMC Helix Digital Workplace Advanced for a case that is created in BMC Helix Business Workflows

By default, the configuration to enable the automatic creation of a service request in BMC Helix Digital Workplace Advanced is set to false for a line of business. A case business analyst can create a new configuration setting to enable the automatic creation of service requests for specific lines of business.

  1. Log in to BMC Helix Business Workflows as a case business analyst.
  2. Click Settings Gear icon.PNG.
  1. Click Line of Business > Manage Line of Business.
  2. 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.
  3. On the Application Configurations tab, click CREATE_SERVICE_REQUEST.
  4. On the Edit Configuration page, to enable the automatic creation of service request in BMC Helix Business Workflows, select 2102_ToggleIcon.jpg.
  5. Click Save.