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.



Changing case statuses

As a case agent, when you create a case, by default, its status is set to New. If you use a case template to create the case, the case status defined in the case template is reflected in the case. As you progress through the case, you move it to different statuses throughout its lifecycle. 

If a case business analyst modifies the default lifecycle of cases, then the modified lifecycle is displayed while creating or editing cases. For more information, see Modifying the lifecycle of cases, tasks, and knowledge articles.

To change a case status

  1. Log in to BMC Helix Business Workflows.
  2. Navigate to Workspace > Cases.
  3. To open a case on the Cases workspace, click the required case ID.
  4. Click the status to open the status pane.
  5. In the status pane, select the required value in the Status field. 
  6. (Optional) Select the reason for changing the case status in the Status Reason field. 
    This field displays a list of reasons for Pending, Resolved, and Canceled statuses.

    StatusStatus reason
    Pending
    • Customer Response—The assignee needs a response from the requester of a case.
    • Approval—The assignee needs an approval from the concerned user.
    • Third Party—The assignee needs a third party vendor to perform some actions before the assignee moves the case to the next status.
    Resolved
    • Auto Resolved—The assignee receives an automated report that the case is resolved.
    • No Further Action Required—The customer reports that the issue no longer exists.
    • Customer Follow-Up Required—The assignee resolved the case, but the customer needs to confirm the resolution.

    Important

    If the Case Resolution Code and Case Resolution Description fields are mandatory, you must enter these values before changing the case status to ResolvedEven when a case is resolved automatically after the last task is complete, the case agent must provide the resolution code and description for the case.

    Canceled
    • Approval Rejected—The approver of the case rejected it.
    • Customer Canceled—The requester of the case canceled it.
  7. Click Save.

    After you change the status of the case, the assignee of the case is notified about the status change.

    Important

    If you receive the following error, you cannot change the case status:

    [Error (222128): You can't skip configured approval phase.]

    This is because an approval is configured for the skipped case status.

    For example, an approval mapping has a status trigger as Assigned and a case matches with a configured approval. You change the case status from New to In Progress in which you skip the Assigned status and you receive the error. To proceed with the case, you set the case status to Assigned and the configured approval is executed for the case.

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 shows a quick overview of the different status values and how a case transitions through the different statuses:

https://youtu.be/2idi1NSuJHE

Related topics

Setting up roles and permissions

Creating custom notifications

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