Creating and editing task templates

To create a task template for a manual or external task

To ensure that case agents perform the required case related tasks while working on the case, create a manual task template. If you are integrating BMC Helix Business Workflows with an external application by using the Business Workflows connector, create an external task template.

To create a task template for a manual or an external task, perform the following steps:

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. Select Task Management > Task Templates.
4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to create a template.
   If you have access to a single line of business, the line of business is selected by default. Based on the line of business, the values for case labels, case categories, case assignments, and owner groups fields are available for selection.
5. To create a task template for a manual or external task, click Manual Task Template or External Task Template.
6. On the Create Task Template page, enter values for the Template Name and Task Summary.

7. Complete the additional fields as explained in the following table: 

   Field	Action
   Line of Business	The line of business that you selected to create the template is displayed. Based on the line of business, the values for task labels, task categories, task assignments, and owner groups fields are available for selection.
   Task Company	Select the company for which you want to create the template. Select one of the following options: Global—All companies in a tenant can view the template. A company name—Agents of the selected company can view the template.
   Label	Select a label for the task template. You can filter the templates based on a specific label.
   Task Priority	Specify the priority of the task created by using this template.
   Stage	Select a stage that you want to assign to this template. Important: This list displays only those stages that you created for the line of business for which this template is created.
   Task Category Tier 1, Task Category Tier 2, Task Category Tier 3, Task Category Tier 4	Select the categorization tiers for the task. Categorization helps in classification.  Important: Categories for the selected Line of business are displayed.
   Support Group and Assignee	To assign the task created by using this template to a support group or user, complete the following steps: Select a Support Group.  Select an Assignee for the tasks that will be created by using the task template. To assign the task created by using this template to yourself, select the Assign to me check box.  The default support group that you belong to is automatically selected. If you do not belong to a default group, the first support group in the line of business is automatically selected. Important: In the Company field, only the following companies that you have access to are listed: Operating - Internal Operating - Customer Service Provider If an assignee is not defined, you must add one before that task can move to In Progress. Details of the individual or group and the company to which the task is assigned are displayed based on selected values.
   Assignment Method	Select the appropriate action to enable automatic task assignment: None (Default)—Disables round-robin task assignment. Round Robin—Enables round-robin task assignment. BMC Helix Business Workflows assigns the tasks in a round-robin manner; that is, tasks get assigned equally to all agents in a support group. Learn about round-robin task assignment in Automatic-task-assignment.

8. Complete the task metadata fields as explained in the following table:

   Field	Action
   Template Status	Select one of the following statuses: Draft—This is the default status of a new template .  In the Draft status, the template is not available for use. Active—The template is available for use . Important: Only active templates are searchable and available for use.  Inactive —The template is redundant, and no longer in use.
   Owner Company, Owner Organization, and Owner Group	To make a support group or user the owner of the template, complete the following steps: Select a combination of Owner Company, Owner Organization, and Owner Group. Agents in the owner company can view the template. A list of all the users of the support groups directly related to the selected combination of company and organization is displayed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the owner organization as Human Resources, all groups defined for Human Resources are displayed in the list. Click Save. Important: You can make a support group the owner of the template. In the Owner Company field, only the following companies that you have access to are listed: Operating - Internal Operating - Customer Service Provider Details of the individual or group to which the case should be assigned is displayed based on selected values.

9. Click Save.
10. (Optional) To add dynamic fields and dynamic groups to the task template, see Adding-dynamic-fields-for-storing-additional-case-information.

For information about how to create task templates for automated tasks, see Automating-tasks-for-quicker-case-resolution.

To create a template for to dos

As a case business analyst, you can create a new task template for to dos. You can add the name, description, and specify the number of days to complete the tasks in the to do template. You can set one or more reminders on the target due date or if the target due date of the task is approaching or has passed, and the actionable task is not yet complete. End users get these reminder notifications in their email inbox. You can also configure the to dos to allow case agents to reopen them after the end user submits their responses for the to dos questions. 

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. Select Task Management > Task Templates.
4. On the Task Templates page, from the Line of Business list, select the line of business for which you want to create a template.
   If you have access to a single line of business, the line of business is selected by default. Based on the line of business, the values for task label, task categories, and owner groups fields are available for selection.
5. To create a to do template, select To do from the task template list.
6. On the Create Task Template page, enter values for the Template Name and Task Summary.

7. Complete the additional fields as explained in the following table: 

   Field	Action
   Line of Business	Confirm the line of business that you selected to create the template. Based on the line of business, you can select the values for task labels, task categories, and owner groups fields.
   Task Company	Select the company for which you want to create the template.  Global—All companies in a tenant can view the template. A company name—Agents of the selected company can view the template.
   Label	Select a label for the task template. You can filter the templates based on a specific label from task template grid.
   Task Priority	Specify the priority of the task created by using this template.
   Stage	Select a stage that you want to assign to this template. Important: This list displays only those stages that you created for the line of business for which this template is created.
   Task Category Tier 1, Task Category Tier 2, Task Category Tier 3, Task Category Tier 4	Select the categorization tiers for the task. Categorization helps in classification.  Important: Categories for the selected Line of business are displayed.
   Task Description	Add a description for the task. The description may include a combination of text, links and images that end users may need to use to perform certain activities.
   Target days to complete	Specify the number of days in which the end user is required to complete the to dos. The due date is calculated based on the task activation date time and the number of days required to complete the to dos. Example: If task activation date and time is 1st March, 10:30 AM, and target days are 10, then the due date to complete the to dos is 11 March 10:30 AM.
   Task title	Enter the title for the to do tasks.
   Allow Reopen	Select whether you want to allow case agents to reopen the to do tasks.

8. Complete the template metadata fields as explained in the following table:
   
   

   Field	Action
   Template Status	Select one of the following statuses: Draft—This is the default for a new template.  In Draft status, the template is not available for use. Active—The template is available for use . Important: Only active templates are searchable and available for use.  Inactive —The template is redundant, and no longer in use.
   Owner Company, Owner Organization, and Owner Group	Select a combination of Owner Company, Owner Organization, and Owner Group.  Agents in the owner company can view the template. A list of all the users of the support groups directly related to the selected combination of company and organization is displayed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Petramco and the owner organization as Finance Support, all groups defined for Finance Support are displayed in the list.

9. Click Save.

To set notification for to dos

1. Log in to BMC Helix Business Workflows application and click Settings .
2. Select Task Management > Templates.
3. On the Task Templates page, from the Line of Business list, select the line of business for which you want to update a template.
   If you have access to a single line of business, the line of business is selected by default.
4. On the Task Templates page, open the required to dos template from the list. 
5. Click Manage Reminders. 

6. On the Manage reminders page, from the Reminder list, select the type of reminder for which you want to send a notification, and specify the following fields: 

   Field	Action
   Type	Specifies the type of reminder that you can set. You can select one of the following reminder types: On due date—If you wish to send the reminder notification on the due date. After due date—If you wish to send the reminder notification after the due date. Before due date —If you wish to send the reminder notification before the due date.
   Name	Enter a name of the reminder.
   Number of days	Specify the number of days before or after the due date to send the reminder.  On due date: If the due date to complete some to dos is 5th March, the system automatically sets the number of days as 0, then the reminder is sent on 5th March.  Before due date: If the due date to complete some to dos is 5th March, and you specify the number of days before the due date as 3, then the reminder is sent on 2nd March. After due date: If the due date to complete some to dos is 5th March, and you specify the number of days after the due date as 3, then the reminder is sent on 8th March.
   Notification template	Select the relevant notification template to send the reminder.

   

7. Click Save.
   
   

   Important

   • You cannot enter the same name for multiple reminder items. 
   • You can create only one reminder item for the on due date type of reminder type. 

   
   

To add checklist templates to task templates

As a case business analyst, you can add a checklist template to a task template. The checklist is added to the task after you add the checklist template.

1. Log in to BMC Helix Business Workflows application and click Settings .
2. Select Task Management > Templates.
3. On the Task Templates page, from the Line of Business list, select the line of business for which you want to update a template.
   If you have access to a single line of business, the line of business is selected by default.
4. On the Task Templates page, open the required template from the list. You can only add checklists to manual task templates.
5. On the template details page, click +Add checklist. You can only add checklist templates that are in the Active status.
6. In the Select checklist template page, a list of active checklist templates with global company or same company name as task template is displayed.
7. (Optional) To narrow down the search results by using filters, click Filter and use any of the filters that are displayed.
8. (Optional) Click a checklist template to preview it.
9. Select the checklist template that is relevant to the task template and click Save.
   The following image shows an example of a checklist added to a task template:
   

1. (Optional) To remove the checklist from the task template, click

To set questions for to dos

As a case business analyst, you can add additional questions for the to dos tasks for end users. The questions are used to gather basic information about the new hires. For example, a case business analyst can create additional questions for some to dos tasks to an end user who is being newly onboarded to an organization. 

1. Create a to dos task template and mark it as Active. For more information, see To create a template for to dos.
2. Add the to dos template in a case. For more information, see Defining-task-flows-in-a-case-template.
3. Create a service action for the to dos in BMC Helix Digital Workplace Catalog. For more information, see

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4. Create a to do workflow to update the status in BMC Helix Business Workflows. For more information, see

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5. Create questions in BMC Helix Digital Workplace Catalog for the to dos tasks. For more information, see

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   Important

   You cannot create multiple to dos tasks with same set of questions in BMC Helix Digital Workplace Catalog, as each to dos task can be mapped with only a single to do task template in BMC Helix Business Workflows.