This documentation supports the 20.08 and 20.08.01 versions of BMC Helix Business Workflows.

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



Case management

In BMC Helix Business Workflows, a case agent creates cases. Case agents and case managers manage cases. Cases are requests made by users to ask for services. Case agents assign the cases to other users to complete work on them and to provide the requested services.

Creating cases

Cases are created in BMC Helix Business Workflows through the following ways:

  • Using the Quick Case page
  • Using the Create Case page
  • Sending an email
  • Creating a service request in BMC Helix Digital Workplace
  • Using an API

Learn more about the different options to create cases in Case creation options.

Managing cases

Case agents and case managers can create and manage cases. Some of the actions that case agents and case managers can complete are as follows:

  • View and update cases
  • Approve and reject cases
  • Reassign and reopen cases
  • Change user access to cases

The following table lists the topics that provide more information about cases:

ActionReference
Learn how to create a case using the Quick Case option.Quick case
Learn about the different statuses that cases go through in their lifecycle.Case lifecycle
Learn how to manage cases through emails.Case management through email
Learn how to assign cases to support groups across your company.Assign cases to support groups across companies
Learn how to configure automatic case assignment.Automatic case assignment
Learn how approvals work for cases.Case approvals


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