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Filtering Foundation data by using domain tags

The Foundation data for an organization consists of people, geography, support groups, categorization, and so on. When the Foundation data is synced between BMC Remedy IT Service Management (ITSM) and BMC Helix Innovation Studio, the data from BMC Remedy ITSM might contain information that is irrelevant for BMC Helix Business Workflows.

Agents of an organization have access to all the Foundation data for that organization. So that agents can view the data that is specific to BMC Helix Business Workflows, as an administrator, you create domain tags to filter the Foundation data. A domain tag is a label that you associate with different types of Foundation data. After you associate the Foundation data with a domain tag and configure the domain, only the data belonging to that domain is accessible to the agents.

For BMC Helix Business Workflows, you can use domain tags to label categorization (operational category tier 1) and support group data only.

After you create a domain tag in BMC Helix Innovation Studio, you configure it in BMC Helix Business Workflows to make the data available. You can configure only one domain for BMC Helix Business Workflows. For example, you create a Business Workflows domain tag and associate it with the required Foundation data.

Where Foundation data associated with a domain tag gets used

The categorization and support group data from the configured domain is displayed while performing the following tasks:

  • Create and edit a case
  • Create and edit a task
  • Create and edit a case template
  • Create and edit a task template
  • Create and edit a read access mapping
  • Create and edit an assignment mapping
  • Configure a service target
  • Change case status in a case template

Before you begin

Ensure that you have created a domain tag in BMC Helix Innovation Studio. For more information about creating a domain tag, see Filtering Foundation data by domain.

To use data associated with a domain tag

After you create a domain tag, you need to configure the domain to use its data in BMC Helix Business Workflows.

  1. As an administrator, log in to BMC Helix Business Workflows.
  2. Click Settings Gear icon.PNG.
  3. Navigate to Application Configuration > Domain Configuration.
  4. On the Add Domain Configuration page, from the Domain Name list, select the domain name whose data you want to use.
  5. In the Status field, select Active.
    When you want to use all the data that is synced from BMC Remedy ITSM, you can change the status to Inactive.
  6. Click Save.
    The data from the domain is now available for use in BMC Helix Business Workflows.

Error
Warning

BMC recommends that you do not change a domain name. However, if you change a domain name, the Category Tier 1 and Support Group values displayed in the existing records like cases, tasks, service targets, and templates, continue to belong to the previously configured domain.

Consider the following example:

  1. First, you configure Domain A.
  2. A case agent creates Case 1 in which the Category Tier 1 and Support Group field values belong to Domain A.
  3. Then, in the domain configuration, you change the domain name to Domain B.
    When editing Case 1, the Category Tier 1 and Support Group field values that are displayed, belong to Domain A.


 

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BMC Helix Business Workflows 20.02