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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:

PropertyDescription
Record Definition NameSelect the record for which you want to change assignment such as a case, task, or knowledge article.
Record Instance IDSpecify 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:

  • ViewDisplays the Assignment view, which enables you to select an assignee based on a selected combination of company, business unit, and department.
  • ExpressionDisplays the Expression Builder, which enables you to specify an expression to select an assignee.
Assignee/Assignee Group Name

Perform the following actions based on your assignment selection mode:

  • If your assignment selection mode is View, click Change Assignment; specify the support group or the case agent to whom you want to assign a case, task, or knowledge article; and click Assign.
  • If your assignment selection mode is Expression, in the Edit Expression window, enter the expression to specify the support or agent to whom you want to assign a case, task, or knowledge article. Then, click OK.

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:

PropertyDescription
Record Definition NameSelect the record for which you want to change status such as a case, task, or knowledge article.
Record Instance IDSpecify 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 statusSelect 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:

  • Select a company and a flowset for the company.
    The status transition defined in the flowset is applied to a record.
  • From the available list of statuses, select a status.

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:

 https://youtu.be/NNeC9zTXbHM

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:

 https://youtu.be/WxmXOQdkYYg

Related topics

Automating tasks for quicker case resolution

Creating a Flowset for a line of business

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