Automating assignment and status change of a record
As a case business analyst, you can automate the tasks of changing the status or assignment of a record so that manual effort of case agents is reduced. You can automate the tasks such as case assignment, task assignment, knowledge article status change, and so on. To automate these tasks, use the Change Status or Change Assignment elements in the Process designer of BMC Helix Innovation Studio. These elements are available when you are creating a process for automated task templates, flowsets, and so on.
Change Assignment element properties
A Change Assignment element reassigns a record to a support group or a case agent. The following table describes the Change Assignment properties:
Property | Description |
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Record Definition Name | Select the record for which you want to change assignment such as a case, task, or knowledge article. |
Record Instance ID | Specify the record instance ID of the record for which you want to change the assignment. For example, if you want to change the assignment of a case, specify the case ID. |
Assignment Selection Mode | Select one of the following modes to specify the new assignee:
|
Assignee/Assignee Group Name | Perform the following actions based on your assignment selection mode:
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Change Status element properties
A Change Status element changes the status of a record based on the record lifecycle, company flowset, or specific status value. The following table describes the Change Status properties:
Property | Description |
---|---|
Record Definition Name | Select the record for which you want to change status such as a case, task, or knowledge article. |
Record Instance ID | Specify the record instance ID of the record for which you want to change the status. For example, if you want to change the status of a case, specify the case ID. |
Set to next status | Select this check box to change the status of the record to the next status in the record lifecycle. |
Status | Select a particular status for a record. To select a status, click Change Status. On the Status Selector pane, perform any of the following actions:
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Example: Automating case assignment
Hannah is a case business analyst in Calbro Services. She creates a case template for onboarding for an employee. The template consists of the following tasks:
- Verify employee documents
- Add a new user
- Verify medical reports
- Conduct IT induction
When the Verify medical reports task in initiated, Hannah wants to assign the case to the medical support team. She creates an automated task for verifying the medical reports of an employee. To assign the case to the medical support team, she uses the Change Assignment element in the process of the Verify medical reports task as shown in the following figures:
Change Assignment element details
Assignee selection mode
The following video (2:06) describes how to automate the assignment of a case:
Example: Automating case status change
Hannah is a case business analyst in Calbro Services. She creates a case template for onboarding for an employee. The template consists of the following tasks:
- Verify employee documents
- Add a new user
- Verify medical reports
- Conduct IT induction
When the Verify medical reports task is complete, Hannah wants to update the case status to Reviewed. She creates an automated task for verifying the medical reports of an employee. To change the case status, she uses the Change Status element in the process of the Verify medical reports task as shown in the following figures:
Change Status element details
Status Selector pane
The following video (2:20) describes how to automate the status change of a case:
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