This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.11 from the Product version menu.



Creating cases

As a case agent, you create cases for employees who request for various services. You can use the following options that are available in BMC Helix Business Workflows to create a case:

  • Using the Create Case page—When you have the required information to create a case, use the Create Case page.  
  • Using Quick Case—When you receive a call from an employee, use Quick Case to enter the case details in a free-flow text box. This option makes it easy to create a case while talking to the employee. For an overview of Quick Case, see Quick Case overview

A requester can also submit a request by using BMC Helix Digital Workplace Advanced. A corresponding case is created in BMC Helix Business Workflows and displayed on the Cases workspace. 

You can create a case either by directly entering the required case details or selecting a template with predefined values. A case template can define dynamic fields that require you to enter additional information based on the requester's inputs. If task templates associated to the case template also include dynamic fields, fields from both, the case and task templates, are displayed. Duplicate dynamic fields are displayed only once. Information provided for these dynamic fields is added to the case details page. 

When requester identity validation is enabled, you require to validate the user before creating the case. It provides an additional level of security by ensuring that:

  • The requester is an actual employee and not a fraudulent person.
  • Sensitive information like employee bonuses, benefit policies and so on is not being shared with a fraudulent person.

After you create a case, it is displayed on the Cases workspace. You can filter the cases based on their assignee, support group, summary, flowset, and so on.

Note

On the Cases workspace, if you sort the cases by the Status or Priority column, the cases are sorted incorrectly.

To create a case by using the Create Case page

  1. Log in to BMC Helix Business Workflows.

  2. Navigate to Create > Case

  3. On the Create Case page, enter the values in the required fields, and fill out other fields as explained in the following table:

    Field

    Details

    Requester

    Enter the name of the employee for whom you are creating the case.

    By default, the requester's site is set as the case site. You can change the site if required.

    For example, you change the site when the requester's default location is not the same as the location from where the request is being raised. You can change the site if the support group to which the case is assigned moves to a different location.

    For more information about changing the site of the case, see Viewing and updating case details.

    Validate

    To validate the requester, click the option, and enter the Personal Identification Number (PIN). The Validate option is displayed after you enter Requester details.
    Notes:

    • If identity validation is optional, you can skip it and create the case. If you skip the validation, you cannot validate the requester after you create the case.

    • If identity validation is mandatory, the case cannot be created without completing the validation. The Create Case button is disabled until validation is complete.

    To see more information about validating a requester, see Enabling requester identity validation.

    Contact

    Specify the name of the individual to contact for additional information about the case.

    Summary

    Enter the details about the case.

    Priority Specify the priority of the case.
    Source

    Select the source of the case.

    A case source defines a channel that a requester uses to raise a request such as phone, email, walk by, API and so on.

    Notes:

    • By default, the source value of a case that is created by using the Create Case page or Quick Case is Agent.
    • The source value of a case that is created through BMC Helix Digital Workplace Advanced application is Digital Workspace.
    • The source value of a case that is created through an API is External.
    LabelSelect a label for the case.
    You can filter the cases based on a specific label.
    Case Site

    This field is autopopulated with the requester's primary site. If you want to specify a different location, select the different site where the case must be assigned. The case is automatically assigned to the relevant support group of the specific location.

    Notes:

    • The sites are populated according to the case agent's company access. If case agents have access to multiple companies, they can see all the sites associated with those companies. 

    • If you are updating an existing case, you can provide the site change reason while modifying the site.

    For more information about location-based case assignment, see Automatic case assignment.

    Template Name

    To save time by using an existing case template, click Select Case Template. This option displays a list of recommended and active templates defined for the Global company and the requester's company.

    • Recommended Templates—displays list of templates identified based on the case summary.

    • All Templates—displays all the active templates defined for the Global company and the requester's company.

    You can preview case templates and tasks by clicking the appropriate template or task.

    To use a case template for the case, select the required check box, and click Save.
    For more information about creating templates, see Creating case templates and task templates.

    After you create the case by using the template, you can also change the template according to your requirements. For more information about changing the case template, see Changing the case template used to create cases.

    Notes:

    • After you select the template, the case-related fields (SummaryDescriptionPriority, Label, Support Group, and Category Tiers) are auto-populated.
    • If you use a case template or complete the case details and then select a different template, the values of the Summary and Description fields from the template that you selected later are added to the existing values of Summary and Description fields. However, you can edit the values.
    • If no template is found, click Auto-Categorize to apply the related categories to the case.

    Template Description

    If you select a case template, this field is auto-populated and you cannot change the value of this field.

    Description

    Add a description for the case. If you add a description and then select a case template, the template description is appended to the description you have added.

    Auto-Categorize

    Select this option to identify and apply the related categories based on the case summary for the requester's company.

    If you select a case template, the Auto-Categorize option is disabled.

    Category Tiers

    Select a category and subcategories for the case. These help in the case assignment and classification.

    Note: If there is an active domain, the values displayed in the Category Tier 1 field belong to that domain.

    Assigned Company, Business Unit, Department, Assigned Group, and Assignee

    To assign the case to a support group or user, click Change Assignment.

    • To assign the case to yourself, perform the following step:

      1. Select Assign to me.
        If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the case assignee from a particular support group, select the support group from the list.

    • To assign the case to a support group or user, perform the following steps:
      1. Select a combination of CompanyBusiness Unit, and Department.
        A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed.
      2. Select a value from the Support Group list.
        Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the business unit as Human Resources, all support groups defined for Human Resources are displayed in the list.
      3. To assign the case, select a support group or user from the list.
        If you select a user, the user must have access to the company for which the case is being created.
      4. Click Assign.

    Notes:

    • In the Company field, only Operating - Internal, Operating - Customer, and Service Provider companies that you have access to are listed.

    • If an assignee is not defined, you must add one before you can move the case to In Progress.

    Details of the individual or group and the company to which the case is assigned are displayed based on selected values. 

    To assign the case to yourself, click this option.

    Note: If you belong to multiple support groups, in the Assigned Group field, your default support group is displayed.

    The support group and assignee to whom you assign the case are notified about the case assignment.

    When you assign a user to a case, the status of the case automatically changes to the next status. For example, the case status changes from New to Assigned automatically when a user is assigned to the case.

  4. Click Save Case.
    If the dynamic fields are defined for the case template you are using, the Requester's Response dialog box is displayed.

  5. Add responses to the dynamic fields based on the requester's inputs and click Ok.
    These responses are added to the case as additional details.

    Notes

    • The Requester's Response dialog box is displayed only if the case template contains dynamic fields with Information Source as Requester.
    • You cannot add attachments as responses to the dynamic fields.

    After you enter the required case details, a summary of the case created is displayed.

  6. (Optional) Click Edit Case to update the case details, or Create New Case to create another case.

Update the case details as you start working on it. For more information about the type of information you can add, see Updating details after creating the case.

To create a case by using Quick Case

  1. Log in to BMC Helix Business Workflows.

  2. Click Quick Case.

  3. Follow the prompts on the page to create a case. 

  4. As you enter the details of your case in the Quick Case text box, enter the following characters followed by the people or templates that you want to use: 

    Symbol

    How to use this symbol and add data to Quick Case

    @

    1. Enter @employeeName, or @loginID, or @employeeEmail.
      Quick Case searches for matching people records. You can select the correct user from the list displayed.
      You can also add multiple users. After you add the users, their details are displayed such as contact number, email ID, and site, and a list of their recent cases.

    2. Select the role of the employee from the list provided in the details section. You have the following options:

      • The requester of the case (Requester)—It is an employee for whom you create the case.
        To create a case, you must specify a requester. By default, the requester's site is set as the case site. You can change the site if needed.
        For more information, see Viewing and updating case details.

      • Another person contacting on behalf of the requester (Contact)—It is an employee who calls on behalf of the requester.
      • Other relationships defined in BMC Helix Digital Workplace Advanced (Related user)—It is an employee who is related to the case with the relationship selected from this list.
        Out of the box, the following relationship types are available:
        • Witness
        • Inspector
        • Target
        • Victim
        • Related To

        For example, if User A calls in to raise a request for User B, which is a complaint against User C, User B is the Requester, User A is the Contact, and User C is the Target.

      Note:
      Upon entering the @employeenameor @loginIDor @employeeEmail, global level setting of identity validation is checked. If the global identity validation is set to (Disabled), the Validate option does not appear. If the identity validation is set to 1 (Enabled and optional) or 2(Enabled and enforced), the Validate option appears.

    !

    1. Enter !templateName. Quick Case searches for matching templates.
    2. Select the template that you want to use from the list displayed.

    The template is listed on the right side of the screen and marked as selected.

    Note:
    Upon entering !templateName, case template level setting of identity validation is checked. If the identity validation is set to None, the Validate option does not appear. If the identity validation is set to Optional or Enforced, the Validate option appears.

  5. From the Case Source list, select a case source.

    Notes

    • By default, the source value of a case that is created by using the Create Case page or Quick Case is Agent.
    • The source value of a case that is created through BMC Helix Digital Workplace Advanced application is Digital Workspace.
    • The source value of a case that is created through an API is External.


  6. If validation is enabled, to validate the case, click Validate, and enter the Personal Identification Number (PIN) provided by the requester.
    You can set requester identity validation to any of the following options:
    Optional—You can skip identity validation and create the case. If you skip the validation, you cannot validate the requester after you create the case.
    Enforced—The case cannot be created without validating the requester. The Create Case button is disabled until validation is complete.
    For more information about validating a requester, see Enabling requester identity validation.

    Note

    The requester details, requester's previous cases, related cases, and related knowledge articles are displayed only if you validate the requester.


    A list of recommended templates, knowledge articles, and existing cases is displayed on the Quick Case page. You can preview any of the following recommended items to determine whether they can help you work on the case you are creating and then, associate them with the case: 

    • Recommended Templates—Recommended case templates are displayed based on keywords that you enter in the details of the case. You can view the case template details and the tasks associated with the case template. You can preview case templates and tasks by clicking the appropriate template or task.

      To select a case template for the case, click , and then click Save.

    • Recommended Knowledge—Recommended knowledge articles include information relevant to the case you are creating.
      For example, if you are creating a case for an employee requesting a medical reimbursement, and an article related to the reimbursement procedure is listed, you can view this article to determine whether it can help accelerate the employee's request.
      You can also use Advanced search options to filter the article search results. You can pin  an article to associate it with the case. Pinned articles are displayed at the top of the search results after you navigate to the case again.
      For more information about actions you can perform on these articles, see Providing feedback for improving the quality of knowledge articles.

    • Recommended Cases—Recommended cases are similar to the case you are creating. You can view and then select  to associate cases that contain information helpful to your case. Associated cases are listed on top of the Similar cases list under the Resources tab.

  7. After you enter the case description and add the users, click Create Case to save the details to the case.
    If the dynamic fields are defined for the case template you are using, the Requester's response dialog box is displayed. 

  8. Add responses to the dynamic fields based on the requester's inputs and click Ok.
    These responses are added to the case as additional details.

    Notes

    • The Requester's Response dialog box is displayed only if the case template contains dynamic fields with Information Source as Requester.
    • You cannot attachments as responses to the dynamic fields.
    • If you select a case template, the Summary for the case is populated with the data from the template, and the information entered in Quick Case is saved as the Description for the case. 

    • If you do not select a template, the information entered in Quick Case is saved as the Summary and Description for the case. After you create a case, it is displayed on the Cases workspace. You can filter the cases on the workspace as required.

    After you enter the required case details, a summary of the case created is displayed.

  9. (Optional) Click Edit Case to update the case details, or Create New Case to create another case by using Quick Case.

Note

While creating or editing cases, the categorization and support group data from a configured domain is not displayed if the case is created from an external application such as BMC Helix Digital Workplace Advanced client application. The categorization and support group data is displayed only when the cases are created by using the Create Case or Quick Case option.

Updating a case

The following table lists the actions that you can take on a case after you create it:

Action

Reference

Refer to information about a case to proceed with the case or to change the case details like category, priority, summary, and so on.

Viewing and updating case details

  • Split a case into multiple tasks and execute each task separately.

  • Change the status of a task to reflect its progress.

Updating tasks and tracking progress

Associate information that is related to the case so that you can refer to the information while working on the case.

Relating cases, knowledge articles, and related users to cases

Share or receive information that is related to a case with other agents or employees.

Communicating case updates

Change the status of a case to reflect its progress.

Changing case statuses

Get an approval for a case or view pending approval details.

Approving or rejecting cases

Change the template of a case after you create the case in certain situations like employee changes the request or a latest template is available for the case.

Changing the case template used to create cases

Reassign a case to a support group or an assignee if the earlier assignee is not available or the support group of the assignee is changed.

Reassigning cases

Provide additional users with access to a case or to remove a user access.

Changing user access to cases

View the history of a case to analyze who made what changes to the case and when.

Viewing case activities and adding activity notes

Add attachments to a case or task, and download the attachments.Adding, viewing, and downloading attachments

Related topics

Enabling requester identity validation

Troubleshooting application access and usage issues

Troubleshooting errors

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