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20.08 enhancements preview

Preview the BMC Helix Business Workflows 20.08 enhancements for upcoming features that will benefit your organization and to understand changes that might impact your users.

Warning

Note

Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.

Related topic

Release-notes-and-notices

Knowledge management enhancements

The following enhancements are made to knowledge management:

Create knowledge article versions

Users can update published articles by creating versions of the articles. Users can edit the existing version of a knowledge article for minor edits, or create a major version for adding or deleting information.

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Configure knowledge article approvals

Users with the Knowledge Coach role configure approvals for knowledge articles. A Knowledge Coach defines the business logic for approvals, creates approval mappings and flows, and assigns permissions to users to accept and reject approvals. Approval mappings define the status that triggers an approval, and the status to which the knowledge articles move to after an approver's action.

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Email configuration and template enhancements

Case business analysts can perform the following actions while creating an email template or setting up an email configuration:  

Add attachments to templates

You can add attachments from the Document Library to email templates. Emails that are created by using those templates include the attachments. If not required, you can remove the attachments from the emails.


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Get service request ID details through acknowledgement emails

When a case is created automatically, users receive the service request ID in the acknowledgement email if a corresponding service request is created in BMC Helix Digital Workplace Advanced.

Configure a process to override default email parameters

You can perform the following actions while configuring email IDs for automatic case creation:

  • Add email IDs in addition to the default email ID.
  • Override the default email parameters by configuring a process.


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New notification templates

BMC Helix Business Workflows provides the following new out-of-the-box notification templates that you can use to send notifications to a case requester:

  • Case Submitted - Requester Notification⁠—Use this template to notify that a case is created for a request.
  • Case Resolved - Requester Notification⁠—Use this template to notify that a case is resolved.
  • Case Pending - Customer Response - Requester Notification⁠—Use this template to notify that a case is pending response from the requester.
  • Case Cancelled - Requester Notification⁠—Use this template to notify that a case is cancelled.

Enable users to digitally sign documents by using DocuSign

Case business analysts can integrate BMC Helix Business Workflows seamlessly with DocuSign so that users can now digitally sign documents related to cases by using DocuSign.

 

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BMC Helix Business Workflows 20.02