Working with BMC Helix Digital Workplace Catalog
Relationship between a case and service request
From BMC Helix Business Workflows, a case catalog administrator can directly access BMC Helix Digital Workplace Catalog and create services that are specific to BMC Helix Business Workflows. A case catalog administrator can provide services to groups of employees so that they can view services to which they are entitled and review statuses of service requests. When employees of a company request these services from the BMC Helix Digital Workplace Advanced client application, corresponding cases are created automatically in BMC Helix Business Workflows. The information from service requests is displayed in the corresponding case. If a service request contains an attachment, it is displayed on the Attachments pane in the corresponding case.
By default, a case catalog administrator functional role in BMC Helix Business Workflows is an Internal Supplier Administrator in BMC Helix Digital Workplace Advanced. When you access BMC Helix Digital Workplace Catalog from BMC Helix Business Workflows, you can only create and view services for BMC Helix Business Workflows. If you want a full access to BMC Helix Digital Workplace Catalog, you need to log in to BMC Helix Digital Workplace Advanced and access BMC Helix Digital Workplace Catalog.
Communication between a case agent and an employee
The bi-directional communication enables case agents and employees to share the latest information about a request that is visible in both service request and case. Case agents can post comments on cases and employees can post comments service requests.
A case agent can view the employee comments, with attachments, if any, in the activity feed of a case. In a service request, an employee can view the status updates of a case or public comments that a case agent posts in a case.
Updates to a service request based on the case status
The following table provides the out-of-the-box mappings between case and service request statuses:
Case status | Service Request status |
|---|---|
| In Progress |
Pending | Pending |
Resolved | Resolved |
Canceled | Canceled |
Closed | Closed |
When a service request is canceled, the corresponding case is also canceled.
A case catalog administrator cannot modify the out-of-the-box status mappings.
Overview of Catalog
The following figure explains how various concepts of the BMC Helix Digital Workplace Catalog lead to a case creation from a service request:
The following table describes the concepts that are related to BMC Helix Digital Workplace Catalog:
Concept | Description | Reference |
|---|---|---|
Connector | Connects BMC Helix Digital Workplace Advanced with BMC Helix Business Workflows to ensure that whenever an employee submits a request, a corresponding case is created. | |
Workflow | A workflow is a graphical representation of a process that a case catalog administrator creates by using the Process Designer in BMC Helix Innovation Studio. A workflow is an integral part of a service request because it determines how the service request should be processed. A workflow helps in defining the following details related to a service request. :
| |
Questionnaire | A questionnaire contains information like Name, Contact, Company, Description, Summary, and so on that employees need to provide when they submit service requests. | |
Service | A service is a collection of workflows and information that a case catalog administrator creates. When employees use these services to raise a request and provide the required information, the underlying workflows are run and the service request is processed. |
Subcatalogs
Subcatalogs are designed to organize and manage catalog services effectively. When a case catalog administrator accesses the BMC Helix Digital Workplace Catalog from BMC Helix Business Workflows, only the services specific to the line of business are displayed. To learn more about subcatalogs, see Subcatalogs.
After creating catalog services, the following tasks must be completed:
- A case catalog administrator must create a subcatalog tailored to a specific line of business and add relevant catalog services to it. To learn more about creating a subcatalog, see Creating a subcatalog.
- After a subcatalog is created, a case business analyst must map the subcatalog in BMC Helix Digital Workplace to the appropriate line of business in BMC Helix Business Workflows.
This step is essential to make sure that service requests associated with the subcatalog work as intended. This mapping also ensures that when a case catalog administrator accesses the BMC Helix Digital Workplace Catalog from BMC Helix Business Workflows, only the services specific to that line of business are displayed. This targeted approach prevents cross-visibility into other lines of business, providing better service management.
If you attempt to map a subcatalog that is already mapped to a line of business, the system generates a validation error. You can update and map it to another line of business.
To map a subcatalog to a line of business
- Log in to BMC Helix Business Workflows.
- Click Settings
. - Select Line of Business > Manage Line of Business.
- In the Digital Workplace sub catalog mapping field, select the appropriate subcatalog for your line of business from the dropdown list and click Save.
The following images show mapping of Facilities subcatalog with Facilities line of business and the result:
