This documentation supports the 20.08 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



Case lifecycle

Cases that are created in BMC Helix Business Workflows go through multiple statuses throughout their lifecycle. As an agent, when you create a case, you change the case status to reflect its progress until it is closed.  

By default, the status of a case is Newwhen you do not use a case template. To move the case to any other status after it is created such as, AssignedIn ProgressPending, Approval Rejected, ResolvedCanceled, and Closed, you must have the required permission.

If a case business analyst modifies the default lifecycle of cases, then cases move through that lifecycle. For more information, see Modifying the lifecycle of cases, tasks, and knowledge articles. Also, BMC Helix Business Workflows enables the case business analyst to define processes for status transitions related to a particular line of business. The case business analyst can define a process that is run when a case is set to a custom status. For more information, see BMC Helix Business Workflows for a line of business and Defining Flowsets for a line of business

Case status transition

When you change the status of a case, the following events take place:

For more information about the status transition, see Changing case statuses

The following workflow shows the case status transition:

A case can also contain tasks as its child records. Agents add tasks to a case to split it into actions and focus on one action at a time. The tasks in cases also go through multiple statuses similar to cases. 

When the case is in the following statuses, you can run tasks in it:

  • Case is in In Progress.
  • Case is in In Progress and then in Pending.

When a case is canceled, the tasks in it are also canceled. 

Case status for associated actions

If you need to perform an action to proceed with a user issue, you can change the case status to support that action. For example, when you require additional information from the requester of the case, you change the case status to Pending, and update the status reason to Customer Response.

The following table lists the required status change based on actions you can perform on a case:

From statusActionChange to status
New


Case agent assigns the case to another agent.

Assigned

The case is pending for one of the following reasons:

  • The assignee needs a response from the requester or contact in case of queries.
  • The case needs approval from individuals like manager or HR manager of an employee.
Pending
Case assignee starts working on the case.In Progress

Case agent cancels the invalid case.

Canceled cases are searchable in the workspace, but can be incomplete.

Canceled
Assigned


Case agent starts working on a case.

In Progress

The case is pending for one of the following reasons:

  • The assignee needs a response from the requester or contact in case of queries.
  • The case needs approval from individuals like manager or HR manager of an employee.
Pending
Case agent resolves the case.Resolved

Case agent cancels the invalid case.

Canceled cases are searchable in the workspace, but can be incomplete.

Canceled
In Progress

The case is pending for one of the following reasons:

  • The assignee needs a response from the requester or contact in case of queries.
  • The case needs approval from individuals like manager or HR manager of an employee.
Pending
Case agent resolves the case.Resolved

Case agent cancels the invalid case.

Canceled cases are searchable in the workspace, but can be incomplete.

Canceled
Pending



Case agent assigns the case to a user for further action.Assigned
Case assignee receives the required information and starts working on the case.In Progress
Case agent resolves the case.Resolved
Approver rejects the case.Approval Rejected

Case agent cancels an invalid case.

Canceled cases are searchable in the workspace, but can be incomplete.

Canceled
Approval Rejected


Case agent restarts the case.New
Case agent reassigns the case to another agent.Assigned.
Case assignee starts working on the case again.In Progress.

Case agent cancels the invalid case, because approval is rejected.

Canceled cases are searchable in the workspace, but can be incomplete.

Canceled
ResolvedCase agent reassigns the case to another user.Assigned
Case assignee starts working on the case.In Progress

The case is pending for one of the following reasons:

  • The assignee needs a response from the requester or contact in case of queries.
  • The case needs approval from individuals like manager or HR manager of an employee.
Pending

No further action is required on the case, and the case agent closes the case.

Closed cases are searchable in the workspace. This is the end-of-life of a case lifecycle.

Closed

Important

When a case is in the Pending status for approval or any other status reason in BMC Helix Business Workflows, the user in BMC Helix Digital Workplace Advanced is not aware of the reason. The status in BMC Helix Digital Workplace Advanced also appears as Pending. However, when the case status changes to Approval Rejected in BMC Helix Business Workflows, the status in BMC Helix Digital Workplace Advanced still shows Pending for end users. The status changes in BMC Helix Digital Workplace Advanced when the case agent takes an action on the case and changes the status to In Progress, Resolved, or Canceled.

Video

The following video (3:04) shows how to quickly create a case and move the case through its complete lifecycle:

 http://youtube.com/watch?v=2KUD0fjxkDg

Related topics

Task lifecycle

Data access model

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