Reviewing and copying the content use case in BMC Helix Business Workflows

After catalog items are activated in BMC Helix Digital Workplace Catalog, as a case business analyst, review and copy the service requests that are to be displayed on the Catalog page in BMC Helix Digital Workplace Advanced to the custom line of business. All artifacts are automatically copied to the new line of business. You must then complete the following steps:

  1. Assign users to case templates.
  2. Activate all the case templates.
  3. Copy the GUID of the activated case template for New furniture request.

The following image shows the high-level process of setting up Workplace Service Management:

23304_WSM_Reviewing.png

Related topics



To review and copy a content use case in BMC Helix Business Workflows

  1. Run and review the sample use case in the line of business that is provided by default.
  2. Add categories to the new line of business.
  3. Copy the use case by using the steps in the To copy content use cases section in Creating and reusing out-of-the-box content use cases for lines of business.
  4. On the Run History tab, view the details of the copied use case.
    All artifacts from the use case are copied to the new use case in your line of business. The copied case templates remain in the Draft status in the new line use case.

  5. Assign a user to the case templates.

    Important

    If you don't assign a user, a no support group found error occurs when a case is created by using this template.

  6. Assign categories to the case templates. See the list of case categories available for the Workplace Service Management line of business in Reactive-case-categories.
    Out-of-the-box categories are included in the use case. However, when you copy the use case, categories are not copied to the new line of business and use case.
  7. Change the status of the case templates to Active.
    Learn more about activating templates in Creating and updating case and task templates.
  8. Copy the GUID of the activated case templates.

Where to go from here

Now that you've copied the content use case in BMC Helix Business Workflows and noted the GUID of the case templates, proceed to the next step of changing the case template reference. Learn about it in Changing-the-case-template-reference-in-BMC-Helix-Digital-Workplace-Catalog-questionnaire.


 

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