BMC Helix Business Workflows 23.3

BMC Helix Business Workflows is a cloud-native case management application for all lines of business. It provides services to employees in a scalable, managed, and automated way. Built on BMC Helix Innovation Suite, it provides the ability to create automated workflows without writing code and tailor the user interface to meet the organization's need.

Release notes and notices Updated 02 Jan 2025

Consult the following table for a list of notices and information about updates to BMC Helix Business Workflows.

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The following updates have been added since the release of the space:

Date	Summary	Reference
December 3, 2024	Patch 4 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 4 and issues that remain open	23-3-enhancements-and-patches
November 25, 2024	Enhancements available in 23.3 Patch 4: BMC HelixGPT capabilities in BMC Helix Business Workflows Deflect cases by automatically resolving cases by using BMC HelixGPT (Controlled availability customers only) Automatically translate knowledge articles into multiple locales with a single click Use the generative AI capabilities of BMC HelixGPT to get case and knowledge article summaries Take advantage of BMC HelixGPT capabilities in Global Search Support for Canadian English and Canadian French Issues that were corrected by 23.3 Patch 4 and issues that remain open	23-3-enhancements-and-patches
August 15, 2024	Enhancements available in 23.3 Patch 3: (Controlled availability customers only) Leverage the generative AI capabilities of BMC HelixGPT to get case and knowledge article summaries Resolve cases faster by creating BMC Helix ITSM change requests from cases Configure trusted email addresses and domains in outgoing emails Forward emails and attachments from cases Issues that were corrected by 23.3 Patch 3 and issues that remain open	23-3-enhancements-and-patches
May 29, 2024	Enhancements available in 23.3 Patch 2: Support document type of question introduced in BMC Helix Digital Workplace. Define locale for column names in table templates. Create videos in BMC Helix Knowledge Management by ComAround. Issues that were corrected by 23.3 Patch 2 and issues that remain open	23-3-enhancements-and-patches
March 22, 2024	Patch 1 for version 23.3 is available for on-premises customers. Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
March 8, 2024	Enhancements available in 23.3 Patch 1: Use the improved to-do features for an enhanced support mechanism. Add sequential and parallel tasks to active tasks. View audit logs for extension fields. Use enhanced features for dynamic fields. Reprocess and resolve application errors through self-service. Access the upgraded BMC Helix Knowledge Management by ComAround interface. Add recipients from record definitions and dynamic data while creating notifications. Copy user-defined preset filters between views. Assign stages to tasks that are specific to a line of business. View the license usage for each line of business. Issues that were corrected by 23.3 Patch 1 and issues that remain open	23-3-enhancements-and-patches
December 8, 2023	Enhancements available in 23.3: Manage security cases by using the new Security Incident Handling line of business. Complete voluntary separation by using the offboarding solution and alumni activities by using the Alumni Service Center in HR Service Management. Out-of-the-box integration of cases with BMC Helix ITSM tickets. Automate case assignments by defining qualification-based assignment rules for lines of business. Manage cases, tasks, and knowledge articles efficiently from the enhanced consoles. The Needs Attention flag helps in prioritizing work. Configure status values of checklists according to checklist templates. Enhance task management activities by using improved to dos. Track the time spent in each status for a case or task. Use specific outgoing email profiles for a line of business. Raise ad hoc approval requests for cases. Work on a single case for multiple variants of an item by using CSV file attachments. BMC Helix Business Workflows supports Japanese (ja), Korean (ko), and Simplified Chinese (zh_CN) languages. Issues that were corrected by 23.3 and issues that remain open	23-3-enhancements-and-patches

Getting started Introduction to BMC Helix Business Workflows The following video (7:23) gives an overview of BMC Helix Business Workflows: https://youtu.be/QxhZUG01qHg See more	Setting up and going live As a case business analyst, configure BMC Helix Business Workflows for your organization. See more
	Configuring a line of business As a case business analyst, set up BMC Helix Business Workflows according to your line of business. See more
	Managing and developing knowledge articles As a knowledge coach, develop a knowledge base for case agents to access reference information easily.As an agent, create a knowledge article adding information that agents can use to resolve an existing issue, view information about different policies of your organization, and so on. See more

Creating and updating cases As an agent, create a case by adding details about the user's issue or request. After the case is assigned, work on a user issue by adding related information, reviewing relevant knowledge articles, and taking actions to work on and resolve the issue or request. See more	Viewing dashboards and reports As an agent, view information about knowledge articles and progress of cases.As a case manager, view information about case performance, agents workload, service target status, efforts, and so on. See more
Administering As a case business analyst and administrator, set up roles and permissions, create templates, configure case approvals, set service targets, case assignments, define notifications, and so on for your organization. See more	Extending BMC Helix Business Workflows As a case business analyst, add custom data and custom processes to extend BMC Helix Business Workflows to meet your organization requirements. See more
Integrating As an administrator, integrate BMC Helix Business Workflows application with third-party applications or other BMC applications. See more	Troubleshooting Common issues, error messages, logs, and contacting Support. See more