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| | Patch 8 for version 22.1 is available for SaaS customers. | |
| | Patch 7 for version 22.1 is available for SaaS customers. | |
| | Patch 6 for version 22.1 is available for on-premises customers. | |
| | Patch 6 for version 22.1 is available for SaaS customers. | |
| | Enhancements - Raise workplace-related service requests by using Workplace Service Management.
- Resolve cases from mobile devices. View checklists and to-dos on mobile devices and mark them complete.
- Report maintenance issues by automatically raising preventive cases from resolved workplace issues, so that the functionality of workplace assets isn’t affected.
- Create schedules to track the routine maintenance of assets in a line of business by automatically creating cases based on recurring schedules.
- Create checklists and add them to cases to reduce errors.
- Enable asset integration for a line of business to allow asset visibility in case management and facilitate asset-driven case assignment. Case agents can then associate assets with cases and tasks, and resolve cases quickly by viewing the asset information.
- Assist case agents in resolving cases by attaching knowledge articles to case templates.
- Address issues in a timely manner, monitor the workload of team members, and gain insights into the metrics for workplace-related reactive and preventive maintenance from the Workplace Service Dashboard.
- Create and manage onboarding requests for new hires from the Onboarding Portal in HR Service Management.
- Complete preboarding tasks as new candidates and mark to-dos complete from the New Hire Portal in HR Service Management.
- Use the onboarding use case to create onboarding requests in HR Service Management.
- Assign to-dos to end users and new hires to complete certain steps or activities.
- Save custom fields in extension record definitions to enable them to be reused in multiple ways.
- Define a default value for a dynamic field. The value is then automatically populated in cases and tasks where the dynamic field is used.
- Enable the status of cases and tasks to be reset to Assigned when the assigned group is changed.
- View the names of collaborators from BMC Helix Digital Workplace Advanced in the cases in BMC Helix Business Workflows.
- Configure the approval for cases and tasks to be triggered when the status is set to New.
- View the comments that are added while approving or rejecting the cases in BMC Helix Business Workflows as alternate approver in BMC Helix Digital Workplace.
- Protect PDFs that are automatically generated in cases and tasks with a system generated password to maintain the privacy of the document.
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| | - Enhancements: Avoid PDF generation failure by replacing invalid XML characters with empty strings.
- Issues that are fixed and open in 22.1.01.
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| | Enhancements - Organize and maintain employee documents while remaining compliant.
- Raise HR service requests by using HR Service Management.
- Create end-to-end use cases as required by your line of business.
- Enhance knowledge management by integrating with BMC Helix Knowledge Management by ComAround.
- Add comments when approving or rejecting a case, task, or knowledge article
- Assign Email Template Manager and Notes Template Manager roles to case agents to manage email and notes templates.
- Save emails as drafts while composing emails.
- Save emails as templates while composing emails.
- Use people list while composing emails to add related people to the emails.
- Search within dynamic data, attachments, and social activities in cases and tasks from Global search.
- Select Named list in the List type of question in dynamic data fields and set the List type field to be dynamic instead of static to maintain consistency.
- Create internal cases and disable case-related communications to requesters.
- Send resolution notes to requesters when cases are resolved.
- Reopen resolved cases from BMC Helix Digital Workplace Advanced.
- Enable automatic creation of service request for a case created in BMC Helix Business Workflows using a connector.
- Add generated PDFs in social activity feeds of cases by adding the Add Public Activity element to a process that requires a PDF document output.
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