Managing the Foundation data for a line of business

Foundation data for a line of business includes the agents, categories, and support groups that are defined in Mid Tier. Administrators, case managers and case business analyst can view the Foundation data in BMC Helix Business Workflows.

A case business analyst or a case manager with Config Categorization Admin permission can create and manage categories, and with Contact Organization Admin permission can create and manage support groups. When both permissions are assigned, the case business analyst or case manager can perform these tasks directly in BMC Helix Business Workflows, eliminating the need to switch to Mid Tier.

The following table describes the tabs available in BMC Helix Business Workflows and the information displayed on each tab:

Tab	Description	Screenshot
Agents	The Agents tab lists the users who haveaccess to the line of business. The following information is displayed for each user: Full name Internet email Remedy Login ID Support Staff
Categorization	The Categorization tab displays thecase category and subcategories thatare confi gured for the line of business.The category tiers help in the caseassignment and classification of cases. The following information is displayed for each category: Category Tier 1 Category Tier 2 Category Tier 3 Category Tier 4
Support Groups	The Support Groups tab displays the support groups that are available in theline of business. The following information is displayed for each support group: Support Company Support Organization Support Group Support Group Role

To access the Foundation data for a line of business

A case business analyst or case manager can view the Foundation data for each line of business that includes categories, support groups, and users who have access to the line of business.

1. Log in to BMC Helix Business Workflows and click Settings 
2. Select Line of Business > Manage Line of Business.
3. Click the following tabs to view the Foundation data:
   1. Agents
   2. Categorization
   3. Support groups
4. Based on your requirement, perform the following actions on these tabs:
   1. To filter the data in the grid, click Filter and apply the available filters.
   2. To export the grid data in CSV format, click Export.
   3. To view specific columns in the grid, click Visible columns and select the required columns to be displayed in the grid.

Creating and modifying categories

You can create new category tiers, associate existing categories with a line of business, edit category details, and remove categories when they are no longer needed.

Before you begin

A case business analyst or a case manager must have Config Categorization Admin permissions assigned in the People form under the Application Permissions tab in Mid Tier.

To create a category

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Categorization tab.
4. From the +Category list, click Create new.
5. In the Create category window, enter the following fields:

   Field	Description
   Line of Business	You dont need to select an option. This field is auto-populated with the line of businessfor which you are creating the category.
   Company	Select the company for which you want to create the category.
   Category Tier 1	Select the first-level category from the list. This category is the top-level classifi cationfor the selected item.
   CategoryTier 2	Select the second-level category from the list. This category refines the classification under Tier 1.
   CategoryTier 3	Select the third-level category from the list. This category provides further detail under Tier 2.
   CategoryTier 4	Enter the fourth-level category. This category is the most granular classification under Tier 3. Do not select the category from the existing list. Type to add a new category.

6. Click Add.

   You can add up to five entries at a time. All newly created categories appear in the list.
   The Add button is enabled only when you select a unique combination of categories. If the selected values already exist, the button remains disabled.

7. Click Save.

A new category tier is added to the list of categories.

Create a category by entering tier values

To add an existing category to a line of business

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Categorization tab.
4. From the +Category list, click Add existing.
5. From the list of categories that is displayed, select the categories that you want to add to the line of business.
   You can select up to 20 categories at a time.
6. Click Save.

The selected categories are now added to the line of business.

Add existing categories to a line of business

To edit a category

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Categorization tab.
4. Click the category that you want to edit.
5. In the Category edit window, edit the categories' information, select status from the list, and add a description if needed.
6. Click Save.

Edit a category

To remove categories from a line of business

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Categorization tab.
4. Select the categories that you want to remove from a line of business.
   You can select up to 20 categories at a time.
5. Click Remove.

Remove categories from a line of business

Creating and modifying support groups

You can create new support groups, add existing ones to a line of business, edit group details, add or remove users, configure notification settings, and remove support groups from a line of business when they are no longer needed.

Before you begin

A case business analyst or a case manager must have Contact Organization Admin permissions assigned in the People form under the Application Permissions tab in Mid Tier.

To create a support group

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Support Groups tab.
4. From the +Support Group list, click Create new.
5. Enter the following fields:

   Field	Description
   Company	Select the company from the list where you want to create the support group.
   Line of Business	Displays the line of business for which you are creating the support group. This field is read-only.
   Support Organization	Enter the name of the support organization that will own the support group.
   Support Group Name	Enter a unique name for the support group.
   Role	Specify the role for the support group.
   Confidential Support Group	Select Yes, No, or None from the list to specify whether the support group should be treated as confidential.

6. Click Add.
   You can add up to five entries at a time. All newly created support groups appear in the list.
   The Add button is enabled only when you select a unique combination of support groups. If the selected values already exist, the button remains disabled.
7. Click Save.

A new support group is added to the list of support groups.

Create a support group

To add an existing support group to a line of business

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Support Groups tab.
4. From the +Support Group list, click Add existing.
5. From the list, select the support groups that you want to tag to the line of business.
   You can select up to 20 support groups at a time.
6. Click Save.

The selected support groups are added to the line of business.

Add support groups to a line of business

To edit a support group

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Support Groups tab.
4. Click the support group that you want to edit.
   The Support group edit window opens.
5. In the Support group edit window, view the the support group information, select status from the list and add a description if needed.
6. To configure the support group as confidential, turn on the Confidential group toggle key.
7. Click Save.

Edit a support group

To add a user to a support group

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Support Groups tab.
4. Click the support group that you want to edit.
5. In the Support group edit window, click the People tab.
6. Click +People to add users to the group.
7. Select the user and then select the Relationship role from the list.
8. Click Save.

The selected users are added to the support group.

Add support staff to a support group

To set up support group notifications

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Support Groups tab.
4. Click the support group that you want to edit.
5. In the Support group edit window, click the Notification settings tab.
6. (Optional) To disable notifications for the group, turn on the Disable group notification toggle.
7. In the Group email field, enter the email address for the group.
8. From the Notification language list, select the preferred language.
9. Click Save.

The notification settings for the selected support group are updated.

Notification settings for a support group

To remove support groups from a line of business

1. Log in to BMC Helix Business Workflows.
2. Select Settings > Line of Business > Manage Line of Business.
3. Click the Support Groups tab.
4. Select the support groups that you want to remove from a line of business.
   You can select up to 20 support groups at a time.
5. Click Remove.

Remove support groups from a line of business

Related topics

Setting up Foundation data about the people in your company