Generating extension record definitions and populating the extension fields

Process to use extension fields

The following image shows the process to create and use extension fields for your line of business:

Task 1: To generate extension record definitions for your line of business

1.  As a case business analyst, click Settings .
2. Expand Line of Business, and select Manage Line of Business.
3. On the Extension Record Definitions tab, click Generate Extension Record Definition.
   The following image shows the Generate Extension Record Definition button:
   
   
   The following image shows the generated extension record definitions:
   
   

Configuring extension fields for BMC HelixGPT-powered capabilities

As a case business analyst, you can enhance the capabilities of BMC HelixGPT by configuring extension record definitions to include additional case-specific fields. By default, BMC HelixGPT utilizes standard fields such as summary, description, and activities. These fields help generate insights such as case summarization, resolution description, and knowledge curation.

To include custom fields in BMC HelixGPT outputs, add a new context under the Intent type for the relevant skill. This context should define the list of case-related fields you want to include. Adding these fields helps BMC HelixGPT to access more detailed case data and generate more relevant insights.

To add a new context in an Intent type for a skill

1. Log in to BMC Helix Innovation Studio.
2. Select Shared Services > GPT Configuraton > Edit data.
3. Click +New.
4. In the new record window, enter the details in the following fields:

   Field name	Description
   Application ID	Enter a unique identifier for the application. For BMC Helix Business Workflows, this value is always set to com.bmc.dsm.bwfa.
   Intent type	Enter the Intent type; for example, Case summarization.
   Context name	Enter the context name for the intent type; for example, case_additional_details
   Field mapping	Enter comma-separated list of <field_id>:<field_length>:<field_label> combinations for each field ID.
   Fetch condition	Enter the condition used to fetch records; for example, 'Case Id' = "#recordId#" where 'Case Id' stores the original case ID.
   Fields	Enter a comma-separated list of field IDs that you want to use to build context for BMC HelixGPT.
   Skill ID	Enter the Skill ID related to the Skill name.
   Line of business	Enter the line of business.
   Source form	Enter the name of the extension record definition that serves as the source form for data extraction.
   Sort by	Enter a list of comma-separated field IDs to be used for sorting the data fetched for context building; for example, -2, -3.
   Use case	Enter the name of the use case; for example, Helix - BWF Case Summarization

5. Click Save.
   A new context name is created in an Intent type for a skill.

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Task 2: To create Process Questions

Learn how to create a process question in BMC Helix Digital Workplace Catalog in Adding questions to a questionnaire.

Task 3: To create the extension field mappings

1. In BMC Helix Digital Workplace Catalog, open an existing workflow with the Create Ticket element or create a new workflow.
2. In the palette, add the Build Extension Record action to the designer.
   1. Select the extension type as case or the extension record definition defined in a line of business.

   2. Map the process variables to the fields from the selected record definition.

      Property	Description
      Extension Type	Line of business: Select the extension record definition in the line of business to map values to. Case: Select the case to map values to custom fields on the case record definition.
      Add/Remove Input Map Fields	The values from the process are mapped to the field values from either the case or the extension record definition.

3. In the Create Ticket action, complete one of the following steps:
   1. Map the output to Other Fields if Build Extension Record was set to Case.

   2. Map the output to Extension Fields if Build Extension Record was set to the line of business extension record definition.

      Important

      • To map to both fields on the case and the extension record definition, create two separate Build Extension Record Definition actions, and map one for the case and the other for the extension record definition.
      • Options for the selection fields must match the fields in the extension record definition and input fields mapped in the Build Extension Record Definition brick. If the options don't match, the service request creation fails especially when a user selects an option for a question that is not present in the mapped selection field in the extension record definition. 
      • Make sure that the process variable data type in the BMC Helix Digital Workplace Catalog workflow matches the extension field data type.

      The following image shows the mapping of the fields in the Create Ticket element:
      

4. Click Save.

To assign permissions for auditing existing extension fields

Auditing is automatically enabled when a case business analyst enables extension record definitions. But for existing extension record definitions, a case business analyst must enable it from BMC Helix Innovation Studio and assign permissions. Without the permissions, audit entries are not visible to case agents.

1. Assign the following permissions to the fields that are added in the case extension table:
   
2. Assign these permissions manually to the following field IDs:
   • 450 - Original Request ID
   • 452 - Audit Date
   • 454 - Action
   • 455 - User
   • 456 - Fields Changed

Where to go from here

Migrating-dynamic-fields-to-extension-fields