23.3 enhancements and patches

Use BMC HelixGPT, a generative artificial intelligence-based answer retrieval service, to find real-time answers to your case-related queries in a conversational manner.

You no longer have to manually go through knowledge articles for relevant information. In the Ask HeliGPT tab, you get an overall summary of the case and real-time summarized answers from relevant knowledge articles for your queries.

BMC HelixGPT helps in faster resolution of cases, increases case agent efficiency, and improves customer satisfaction.

Learn more about Ask HelixGPT in BMC-HelixGPT-in-BMC-Helix-Business-Workflows.

As a case agent, save time and effort by creating a BMC Helix ITSM change request directly from the case without opening the BMC Helix ITSM application.

You can also relate assets to the change request by using the change template. BMC Helix ITSM agents who work on change requests can then view the related assets and identify the affected assets, which helps them resolve the change requests quickly and efficiently.

This functionality also enhances the integration between BMC Helix Business Workflows and BMC Helix ITSM.

Learn more about creating change requests from cases in Creating-related-BMC-Helix-ITSM-tickets-from-cases.

As a case business analyst, restrict outgoing email addresses and domains for a line of business by configuring trusted emails and domains. By restricting email addresses for a line of business, organizations can prevent unauthorized users from viewing confidential data shared in the email and avoid possible security breaches.

Trusted outgoing emails and domains restrict users from sending emails to non-trusted recipients, enhancing secure communication to trusted and intended recipients only.

Learn more about trusted email addresses and domains in Configuring-emails-sent-from-cases.

A new document type of question is introduced in BMC Helix Digital Workplace, where case business analysts with catalog administrator permissions can add a document while designing a questionnaire. You can view the document type of question as a read-only attachment in the BMC Helix Business Workflows case or to-do task templates.

With this enhancement, end users can access the document, for example, a non-disclosure agreement, while completing the questionnaire for a service request or when a to-do is assigned in BMC Helix Digital Workplace.

Case agents can access the attachment and view responses submitted by the end users to the questionnaire in the case and to-do task details in BMC Helix Business Workflows.

For more information, see Adding-dynamic-fields-for-storing-additional-case-information.

Case business analysts can define the locale to display the column names within the table templates. With the enhanced localization support, you can select the locale when adding notes, a notification, a document, or an email template to a case in BMC Helix Business Workflows.

For more information, see Creating notification events and templates.

Users with knowledge worker roles can capture the screen when they create or edit articles in BMC Helix Knowledge Management by ComAround. While recording the screen, users have an option to add narration from the microphone, audio from the system, and video from the webcam.

The video recording tool is readily available within BMC Helix Knowledge Management by ComAround. Therefore, users can capture the screen without the need to download and set up third-party software. This built-in tool provides an effortless way to capture the screen with maximum efficiency.

For more information about the video recording tool, see the Create a video in BMC Helix Knowledge vNext help article. To learn how to access help articles for BMC Helix Knowledge Management by ComAround, see Accessing product documentation provided by help articles in the BMC Helix Knowledge Management by ComAround documentation. 

The following enhancements are available for to-dos: 

• View to-dos that are past the due dates: Case agents can filter and view to-dos that have passed the due date to keep track of and prioritize these tasks. 
• Set reminder notifications for to-dos that are past the due dates: Case business analysts can set a reminder notification for to-dos that have crossed the due dates. The notification is sent to end users to inform them that to-dos assigned to them need attention. 
• Reopen completed to-dos: Case agents can reopen completed to-dos to add or update information. For example, end users can add a new attachment to replace the initial one.
• Add a questionnaire to to-do templates: Case business analysts can add a questionnaire created in BMC Helix Digital Workplace Catalog as a submission form to the to-do template. End users can view the questions in the assigned task in BMC Helix Digital Workplace Catalog and submit the answers. This helps in faster resolution of queries.

Learn more about to-dos in To-dos.

Add the following tasks to cases manually or by using task templates:

• Parallel tasks: Added to be run simultaneously with another active task.
• Sequential: Added to be run between a staged and an active task.

This feature provides case agents with the flexibility to add tasks that are not available in the workflow and helps resolve cases quickly. Learn more about adding parallel and sequential tasks in Updating-tasks-and-tracking-progress.

As a case agent, use the Assign to me option to reassign a task to yourself. By reassigning a task to yourself, you can resolve the task quickly, and save time that might be lost waiting for a case manager to assign the task to you. The result is quicker task resolution and an improved user experience.

Learn more about tasks in Updating-tasks-and-tracking-progress.

The following enhancements are provided for the Onboarding Portal:

• Access the Onboarding Portal from BMC Helix Business Workflows
• View cases corresponding to the onboarding requests from the Onboarding Portal
• View audit logs for onboarding requests
• Filter onboarding requests in the Onboarding Portal
• Define expressions to map templates to create cases from onboarding requests

Learn more about these enhancements in 23.3 enhancements and patches.

As an Onboarding Manager, view the statistics for onboarding requests in the Onboarding Manager Dashboard. The dashboard helps managers track the status of onboarding requests, check for past-due tasks, and take appropriate actions to ensure successful onboarding.

Learn more about the Onboarding Manager Dashboard in Onboarding Manager Dashboard.

Changes made to the extension fields in cases are tracked and audited. Updates made to the fields are displayed in the Activity tab of the case. Users can view the audit logs and track the changes made to the extension fields. Users can also use the logs to troubleshoot any issues with the extension fields.

Learn more about extension fields in Custom-and-extension-fields.

• Define regular expressions for Text type dynamic fields: A case business analyst can define a regular expression for Text type dynamic fields to enforce a specific format. With regular expressions, a uniformity of data is achieved, helping with data validation.
• Define multitiered menus for List type dynamic fields: For the List type dynamic fields, a case business analyst can create a dependent field by using an additional expression. Only the values related to the parent dynamic field are available for the dependent field, thus improving the user experience. 
• Define tasks only dynamic fields: A case business analyst can restrict dynamic fields to tasks by marking the dynamic fields as task-only. A task-only field is visible only in the task and is not displayed in the corresponding case, enabling the privacy of the information.

Learn more about dynamic fields in Dynamic-fields.

As a case business analyst, review and reprocess application errors that might occur during service request creation, automatic status transition, and status sync in the Application errors console. You can also view the error details and take the necessary action to resolve the error. Use the Applications error console to resolve errors through self-service and reduce BMC support calls.

Learn more about the Application errors console in Resolving application errors.

Users with knowledge worker roles can benefit from the enhanced application interface when they open BMC Helix Knowledge Management by ComAround from BMC Helix Business Workflows to view or create articles. The interface is redesigned to follow the all-familiar BMC style, offering a streamlined user experience.

With the upgraded interface, users enjoy extended capabilities, such as getting more information about articles in BMC Helix Knowledge Management by ComAround.

Learn how BMC Helix Business Workflows users with knowledge worker roles can benefit from the upgraded BMC Helix Knowledge Management by ComAround interface in Getting started with BMC Helix Knowledge Management by ComAround.

While creating a notification template, a case business analyst can add recipients from the record definition or dynamic data associated with the task or case template. Adding recipients from the record definition or dynamic data offers the flexibility of adding recipients that aren't available in the templates.

Learn more about notification templates in Creating-notification-events-and-templates.

As a case business analyst, copy user-defined preset filters from an existing view to a new view by creating an entry in the shared-services-lib:View Copy Data Management library. 

The case business analyst saves valuable time and energy that might be lost in creating the preset filters manually. This enhancement also provides a seamless user experience to manage views.

Learn more about customizing views in Customizing-views-for-lines-of-business.

The following image shows the entry that you must create in  the shared-services-lib:View Copy Data Management library:

A case business analyst can define stages for different lines of business and assign the stages to task templates. A case agent can also assign stages to ad-hoc tasks in cases. 

Stages help categorize and manage tasks; for example, pre-onboarding tasks and onboarding tasks. 

Learn how to create stages for tasks in Defining-stages-for-tasks.

View the license usage for each line of business

Use the Active User License Usage report to view the number of active users in each line of business. This data helps you understand how each line of business utilizes the application licenses.

Learn more about the report in Viewing-the-license-usage-reports.

Manage security cases in the new Security Incident Handling line of business

Security Incident Handling is a line of business that is provided out of the box in BMC Helix Business Workflows. It provides an end-to-end solution to create, manage, and resolve security cases. It also provides out-of-the-box task workflows in the form of Runbooks that help case agents follow step-by-step procedures to resolve security cases.

Case agents can also assign stages to the security cases to follow the cybersecurity framework established by the National Institute of Standards and Technology. Case agents can relate CIs, gather evidence for the security case, and maintain the chain of custody for the cases.

Learn more in Security Incident Handling overview.

Complete voluntary separation and alumni activities in HR Service Management

HR Service Management offers an end-to-end offboarding experience for exiting employees, managers, and HR to complete all tasks for the voluntary separation of the exiting employee. It also provides an interface for the former employees to contact the HR team for any assistance they might need after separating from the company. 

HR Service Management also offers out-of-the-box attributes related to HR business partners that case business analysts can use in HR case workflows, approvals, notifications, and so on.

Learn more about it in 23.3 enhancements and patches.

Out-of-the-box integration of cases with BMC Helix ITSM tickets

As a case business analyst, achieve seamless integration of cases with BMC Helix ITSM tickets by enabling the CASE_ITSM_INTEGRATION configuration for a line of business. Learn how to enable the configuration in Enabling-the-association-of-BMC-Helix-ITSM-tickets-to-cases.

With this functionality, case agents can save time and effort by performing the following actions directly from a case:

• Create incidents and work orders from a case to request actions for case resolution: The incident or work order that you create from a case is automatically related to the case, making it easier for case agents and IT agents to track the issue. Learn more in Creating related BMC Helix ITSM tickets from a case.
• Provide quick access to BMC Helix ITSM tickets by relating change requests, incidents, problems, and work orders to a case: A case assignee can quickly refer to the details in the related tickets and provide an effective case resolution. Learn more about relating BMC Helix ITSM tickets to cases in Associating-cases-to-related-items-and-users.
  
• Share work notes with multiple related cases and tickets directly from cases: A case agent can share notes without opening the related cases or tickets. Learn more about adding work notes to related cases and tickets in Viewing-and-communicating-case-updates.
  

The following image shows the capabilities provided by the integration of cases with BMC Helix ITSM tickets:

The following image shows a case assignment mapping rule with a query expression:

Automate case assignments by defining qualification-based assignment rules

As a case business analyst, enable qualification-based case assignment for your line of business to automatically assigning cases to relevant support groups. This feature ensures faster processing of cases, reduced turnaround time, and optimal assignment of cases.

You can define an assignment rule as a query expression based on all available case fields, including custom fields, and also set the order in which the assignment mapping rules are applied to cases.

Learn more about qualification-based case assignment in Automatic-case-assignment and learn how to enable qualification-based case assignment in Enabling-qualification-based-case-assignment-for-your-line-of-business.

Manage cases, tasks, and knowledge articles efficiently from the enhanced consoles

As a case agent, use the case, task, and knowledge console to manage cases, tasks, and knowledge articles efficiently. You can save time and effort by using the following capabilities in the consoles:

• Statistics—View statistics for cases, tasks, and knowledge articles and filter the records in the grid based on the statistics.
• Row-level actions—Perform quick actions, such as sending an email, updating status, or flagging and unflagging cases and tasks without opening them.
• Bulk actions—Change assignment, flag, or unflag multiple cases at once.

Learn more about the consoles in Managing-cases-in-the-Cases-console, Managing-tasks-in-the-Tasks-console, and Managing-and-developing-knowledge-articles.

The following image shows an example of the new Case console:

The following image shows cases marked with the Needs attention flag:

Use the Needs Attention flag to prioritize work

As a case agent, prioritize your work for cases that are marked with the Needs Attention flag. The flag is automatically enabled when comments are added to the cases by requesters or other users of the cases. 

The Needs Attention flag in the Cases console helps case agents view the cases that need attention without having to go through all the cases in the queue. It also ensures that case agents do not miss important updates to cases. Case agents can also flag cases manually, which helps them follow up to quickly address issues and reduce turnaround time.

Learn more about the Needs attention flag in Managing-cases-in-the-Cases-console.

Configure status values of checklists according to checklist templates

As a case business analyst, configure the status values in a checklist template for a line of business, such as a checklist template for employee onboarding. 

By configuring the checklist status values, you can differentiate checklists based on the line of business and their status values. For example, Pass, Fail and N/A status values are relevant to the workplace line of business. This feature helps users effectively organize the checklist items and provide an appropriate status for each one.

Learn more about configuring checklist statuses in Creating and updating checklist templates.

The following image shows the configuration to enable status values for checklists:

Enhance task management activities by using improved to dos

As a case business analyst, improve productivity and task management by using the following to do features in BMC Helix Business Workflows: 

• Set meaningful titles for to dos in the to dos templates: Make the to dos more user friendly and meaningful. For example, add a To dos for onboarding process title in the to dos template for onboarding new employees.  Users will also be able to view this title in the related task in BMC Helix Digital Workplace Advanced. Learn more about adding a to dos title in Creating a template for to-dos. 
• Set a due date to complete to dos by using the task workflow: Set a new due date for to dos by superseding the existing target date that is set from the to dos template. For example, the original target date to complete the to dos is March 2. You can use the task workflow to calculate a new due date based on the timeline of certain tasks. The existing date is overridden and the new target date is set to March 6. Learn more about setting due dates for to dos in Defining-task-flows-in-a-case-template.
• Set multiple reminder notifications for users: Alert end users about approaching due dates for to dos by configuring reminder notifications. Learn more about setting reminders for to dos in setting notifications for to dos.

Track time spent in each status for a case or task

The total time spent by a case or task in each status is recorded in BMC Helix Business Workflows. If a case or task changes into the same status multiple times during the lifecycle, the cumulative time spent in each status is also captured.

The time spent in each status helps monitor and measure performance to make sure that service goals are met, and gather statistics for cases and tasks such as wait time on cases or tasks, mean time to case resolution, average wait time, and so on.

Learn more about the time spent by cases and tasks in Case-lifecycle and Task-lifecycle.

The following image shows examples of using a custom outgoing email profile:

Use specific outgoing email profiles for a line of business

As a case business analyst, configure a custom process to use an outgoing email profile to send emails. You can define specific conditions or criteria to configure the outgoing email profile. For example, when external requesters create cases from BMC Helix Digital Workplace Advanced or through email in Apex Global, a case business analyst defines queries@apexglobal.com to be used as the email profile for all outgoing communication to those emails.

With the custom outgoing email profile, you can make sure that requesters receiving emails from the outgoing profile are not confused or consider the email suspicious.

Learn more in Configuring-a-custom-process-for-an-outgoing-email-profile.

Raise ad hoc approval requests for cases

As a case business analyst, enable ad hoc approvals for cases, so that case agents can raise approval requests that are outside the regular approval flow. Ad hoc approvals are available only for cases. Learn how to enable ad hoc approvals for cases in Enabling-ad-hoc-approvals-for-cases.

As a case agent, raise an ad hoc approval request while working on the case, and get the flexibility of requesting approvals out of the regular approval cycle. You can raise ad hoc approvals for cases that are not in the Pending, Closed, Canceled, and Approval Rejected status. Learn how to raise an ad hoc request in Requesting-for-ad-hoc-approvals-for-cases.

The following image shows the ad hoc approval workflow in BMC Helix Business Workflows:

The following image shows the CSV file attached to a case created for a service request with repeatable group of questions: 

Work on a single case for multiple variants of an item by using CSV file attachments

Requesters' answers to repeatable questions in service requests are aggregated into a CSV file and attached to the corresponding case created in BMC Helix Business Workflows.

As a case agent, you can download the CSV file attached to the case and view a consolidated list of multiple variants of the item. You can fulfill the service request effectively by working on a single case instead of multiple cases.

Learn more in Viewing-and-updating-case-details.

Additional language support in BMC Helix Business Workflows

BMC Helix Business Workflows supports the following languages:

• Japanese (ja)
• Korean (ko)
• Simplified Chinese (zh_CN) 

BMC Helix Business Workflows supports a subset of the languages that are supported by BMC Helix Innovation Studio. Learn about the complete list of languages that BMC Helix Business Workflows supports in Accessing-and-navigating-BMC-Helix-Business-Workflows.

Access self-help resources with in-app help

In-app help is available from a movable widget on every screen. Click the self-help widget to access a product tour, interactive guides, instructions for setting up and going live, and more. In addition, you can continue to find answers to your questions in the online documentation or in ourBMC Helix Business Workflows video playlist on YouTube.