22.1 enhancements and patches

Use out-of-the-box content to raise workplace service requests

Use out-of-the-box content in Workplace Service Management for common employee services, such as an issue with the electrical system or a request for a new chair.

The content pack contains end-to-end use cases for creating, assigning, and managing cases. In addition, it contains use-case-specific forms, fields, approvals, notifications, and record definitions that you can customize according to your requirements.

Learn more about the content pack in Out-of-the-box-content-pack.

Report maintenance issues by automatically creating reactive cases from preventive cases

Workplace technicians can report maintenance issues found during preventive maintenance while resolving the preventive case. A reactive case is automatically created when the preventive case is resolved by using the Needs attention resolution code. The reactive case will be automatically related to the preventive case which simplifies the process of tracking the issue.

Learn more about creating reactive cases from preventive cases in Creating reactive cases from preventive maintenance cases that needs attention.

The following image shows a reactive case created from a preventive case:

The following image shows the recurring case schedules configured for the Workplace Service Management line of business:

Create schedules to track routine maintenance of assets

As a case business analyst, create schedules for the automatic creation of cases for planned maintenance of assets, such as elevators, fire systems, carpeting, and ceiling fans that recur on a pre-determined schedule. A case template is associated with each schedule to populate appropriate pre-defined fields, knowledge, and checklist in each case.

Learn more in Schedules for recurring cases.

Execute complex maintenance work with the help of checklists

Checklists are a predefined list of standard operating procedures or steps that a workplace technician must follow while performing the maintenance work. Use checklists instead of tasks to provide a standard list of activities, or in conjunction with the tasks to provide additional guidance for complex maintenance work.

A case business analyst creates checklist templates and associates it with case templates. Cases created by using these templates automatically include the checklist.

Learn more in Checklists.

The following image shows a checklist associated with a case:

The following image shows an asset related to a case:

Relate assets to cases and tasks to view asset details in cases and tasks

As a case business analyst, enable asset integration for the workplace line of business to allow asset visibility in cases and to facilitate case assignment based on asset location.

After enabling asset integration, you can relate assets with cases, tasks, and preventive maintenance schedules. Workplace technicians can view complete information of the related assets in the cases, such as make, model, and other key information that is important for them to execute their work. 

Learn more in Asset integration for a line of business.

View asset location details in case views for BMC Sample Facilities line of business

For the BMC Sample Facilities line of business, the following views are provided out of the box with the asset location information visible by default:

• Case Console
• Case Create
• Case Edit

When a customer uses the BMC Sample Facilities line of business, the following two fields are visible by default: Floor and Room. These fields display vital information about the location of the related asset in a case that helps workplace technicians identify the assets. 

The following image shows the default configured views for the BMC Sample Facilities line of business:

The following image shows the out-of-the-box Workplace Service Dashboard:

Track open and pending workplace-related cases by using the Workplace Service Dashboard in BMC Helix Dashboards

As a workplace supervisor, use the Workplace Service Dashboard to gain insights into the metrics for workplace-related reactive and preventive maintenance cases created in BMC Helix Business Workflows. You can also track workplace-related cases, address issues in a timely manner, and monitor the workload of team members.

Learn more about the dashboard in Workplace Service Dashboard.

Mobile interface support

Access BMC Helix Business Workflows on mobile devices and complete your tasks on the go. By accessing cases and tasks from mobile devices, you can complete high-priority tasks quickly, especially if you are travelling. This will help you resolve cases quickly and efficiently.

Users can complete the following tasks from mobile devices:

• View cases and tasks through the case and task consoles
• View the details of cases and tasks
• Edit cases or tasks

Learn more about using BMC Helix Business Workflows on mobile devices in Accessing and navigating BMC Helix Business Workflows.

The following image shows the case details page on a mobile device:

Attach knowledge articles to case templates to help workplace technicians to resolve cases

As a case business analyst, attach relevant knowledge articles to case templates so that when cases are created by using these case templates, knowledge articles are automatically associated with those cases. Workplace technicians working on those cases don't have to search for the relevant knowledge articles. They can refer to the attached knowledge articles and get detailed maintenance information that will help them to complete the maintenance work quickly.

You can attach only BMC Helix Business Workflows based knowledge articles to case templates.

Learn more about attaching knowledge articles to case templates in Creating and updating case and task templates.