Extending BMC Helix Business Workflows
As a case business analyst, you can extend the out-of-the-box configurations available in BMC Helix Business Workflows to customize data and processes. You can add custom case sources, labels, and resolution codes so that case agents can use them while creating or resolving cases.
You can add custom fields to record definitions, associate record definitions, and display custom fields in views. For example, the out-of-the-box case view has fields such as summary, description, and priority. You add a field Follow-up date to the case view so that you can filter the cases based on the follow-up date on the Cases workspace.
The following table lists the different actions that you can take to extend the product:
Action | Reference |
|---|---|
Create case sources, labels, and resolution codes for cases so that case agents can use them while working on cases. | |
Add resolution codes for cases so that case agents can search for cases based on the resolution code. | |
Define relationship types when relating cases and users. | |
Add custom fields to a case or task record definition so that case agents can use the fields to store case or task information. | |
Add custom fields to a case or task view so that case agents can view the fields while creating cases and add details. | |
Create record associations and relate two record definitions to use the data from one record for another record. |