FAQ

ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found.provides various roles that provide you specific permissions and access to the product such as reporting access, document manager, SLM user, notification user, and cognitive user. For information about the roles, see Roles in BMC Helix Business Workflows.

1. As an administrator, log in to ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. and navigate to the Administration tab.
2. Navigate to Foundation Data > Manage People.
3. On the Manage People page, open the required user profile.
4. In the Edit Person pane, in Basic, on the Access Details tab, expand the Functional Roles list, and view the roles.

Licensing ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. enables you to:

• Control access to your application.
• Protect the intellectual property of your organization.
• Reduce management costs, and adhere to your organization's compliance policies.

To use ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found., BMC SaaS Operations assigns an application license to the tenants. An administrator no longer has to assign individual licenses to agents and business analysts. 

The default support group is the first support group that the server matches chronologically.

Example: You belong to three support groups: HR-Helpdesk, HR-Recruitment, and HR-Benefits. The server matched you to the HR-Helpdesk support group followed by the HR-Recruitment and HR-Benefits support groups. HR-Helpdesk is your default support group.

 ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. supports the following languages:

• Arabic (ar)
• Brazillian Portugese (pt-br)
• Chinese- Simplified (zh_CN)
• Danish (da)
• Dutch (nl)
• English (en)
• English-Canada (en-CA)
• French (fr)
• French-Canada (fr-CA)
• German (de)
• Hebrew (iw)
• Italian (it)
• Japanese (ja)
• Korean (ko)
• Spanish (es)
• Swedish (sv)
• Thai (th)

For more information, see Accessing and navigating BMC Helix Business Workflows.

ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found.supports the following languages:

The following table describes how users can select the required language from various browsers:

ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. can be integrated with phone systems if the phone systems are configured to pass certain parameters to ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found.. When a case agent receives a call from such a configured phone system, Quick Case opens, and the details of the caller are automatically populated in Quick Case.

For more information, see Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems.

In the Knowledge workspace, select the PrevDocReference option from the More icon. This option displays the previous knowledge article IDs of the migrated knowledge article in the PrevDocReference column.

You can view all emails that are sent to ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. in the Incoming Email Messages console. If an email is received but not processed successfully, a case business analyst can reprocess that email. Learn more about incoming emails in Tracking and reprocessing incoming emails.

Yes. You can configure external knowledge sources, such as Microsoft SharePoint or Confluence, to work with Service Collaborator in addition to the supported knowledge sources.

Yes. Skills are configurable, and customers can selectively enable the ones they need.

No. When using Agent Assist or Agentic Chat, case agents only have access to the data they are authorized to view based on their support group permissions.

Case agents can access internet-based knowledge only if the customer has configured it. By default, queries use internal knowledge sources, such as BMC Helix IS Knowledge Management or Microsoft SharePoint. Customers can enable access to internet-based knowledge, but this requires additional configuration.

Yes. Service Collaborator supports the auto-response to email using the knowledge articles use case, which is fully autonomous. In this use case, BMC HelixGPT automatically responds to emails by creating responses based on the knowledge articles it can access.

For more information, see Enabling automatic handling of emailed cases by BMC HelixGPT.

Yes. The summary format depends on the prompt, which you can update as needed.

The following figure depicts a typical process for cases related to facilities and the Flowset-specific process for the Assignments function. The Assignments process explains how the system looks for a Flowset-specific process and assigns the case accordingly. If the Flowset-specific process is not found, the case is assigned according to the default assignment mapping.  

The following table describes the stages of this process example:

ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found.enables a case business analyst to configure the assignment and read-access mapping to assign the case to the relevant support groups or individuals added in the mapping. 

Consider a scenario where a case business analyst configures a mapping for assignment and read-access with the following values:

The case business analyst configures the mapping for assigning the case to the relevant support group. After an agent creates a case, ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. selects the mapping based on the following scenarios:

Scenario 1: Exact match is found

If all the values added in a case matches with the values defined in a mapping (best match is found), the case is assigned to the support group that is defined in the mapping.

Scenario 2: No match is found

If no match is found, the case is assigned to the support group that is defined in the default mapping. 

Scenario 3: Best match is found

If a few of the values in the case match the values defined in the mapping, the mapping with the closest match is applied.

If no best match is found and a default mapping is not defined, the case submitter must manually assign the case to a support group. If the case submitter does not manually assign the case, ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. generates an error.

Yes, you can enable the option to automatically create service requests in from at a Company level. For more information, see Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases.

As a case business analyst, you can hide the identity of case agents in public comments by enabling the HIDE_AGENT_NAME_FROM_REQUESTER setting in Line of Business > Manage Line of Business > Application Configurations. You can enable the setting at a global level for all companies in your setup or for specific companies. For more information, see Anonymizing agent names to ensure agents privacy.

As a case business analyst, when you enable the setting to anonymize case agent names in public comments in ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found., you must also specify the case agent name alias. To create a case agent name alias, enable the AGENT_NAME_ALIAS setting in ErrorThe referenced document [xwiki:Service-Management.Enterprise-Service-Management.dsappmaster._inclusionsLibrary.WebHome] was not found. from Line of Business > Manage Line of Business > Application Configurations. If you have anonymized the agent names at a global level, you can define an agent name alias at a global level. If you have anonymized agent names for specific companies, you must define an agent name alias for every company. For more information, see Anonymizing agent names to ensure agents privacy.

Yes. You must be assigned the task or belong to the support group that is assigned to the task to view and edit the task.