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 New, when you do not use a case template. To move the case to any other status after it is created such as, Assigned, In Progress, Pending, Resolved, Canceled, 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.
When you change the status of a case, the following events take place:
- The service target associated with the case gets triggered. For more information about service targets, see Configuring service targets for tracking case progress.
The assignee of the case is notified about the status change. For more information about notifications, see Creating custom notifications.
For more information about the status transition, see Changing case statuses.
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. After tasks are added to a case, they also go through multiple statuses similar to the case.
When the case is in the following statuses, you can execute tasks in it:
- Case is in In Progress.
- Case is in In Progress and then in Pending.
When the case is canceled, tasks in it are also canceled.
The following video (3:04) shows how to quickly create a case and move the case through its complete lifecycle: