Creating cases from the Create Case page
(Version 20.08.01) Case agents can create a case for a line of business to which they have access. For example, if a case agent has access to Facilities and Human Resource lines of business, the case agent can create cases related to facilities requests in the Facilities line of business and cases related to human resource requests in the Human Resource line of business.
(Version 20.08) Case agents can create a case from the Create Case page when a case requester calls in from a phone system that is not integrated, sends an email for a request, or requests for a service through other means, such as a walkover.
To create a case from the Create Case page
Log in to BMC Helix Business Workflows.
- (Version 20.08.01) From the Line of Business list, select the line of business for which you want to create a case.
If you have access to a single line of business, the line of business is selected by default.
Select Create > Case.
On the Create Case page, enter the values for the following fields:
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.
Learn more about changing the site of the case in Viewing and updating case details.
To validate the requester, click the option, and enter the Personal Identification Number (PIN). The Validate option is displayed after you enter Requester details.
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.
Learn more about validating a requester in Enabling requester identity validation.
Specify the name of the individual to contact for additional information about the case.
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.
- 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.
Label Select 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.
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.
Learn more about location-based case assignment in Automatic case assignment.
(Version 20.08.01) 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, line of business, and requester's company.
(Version 20.08.01) Recommended Templates—displays list of templates from the line of business to which you have access and identified based on the case summary.
(Version 20.08.01) All Templates—displays all the active templates defined for the Global company, line of business to which you have access, and requester's company.
(Version 20.08) 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 requester's company.
(Version 20.08) Recommended Templates—displays list of templates identified based on the case summary.
(Version 20.08) 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. Learn more about creating templates in 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. Learn more about changing the case template in Changing the case template used to create cases.
- After you select the template, the case-related fields (Summary, Description, Priority, 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.
- (Version 20.08.01) When a case is created by using a case template, the line of business of the template is applied to the case.
If you select a case template, this field is auto-populated and you cannot change the value of this field.
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. To format the text, use the formatting options in the text editor.
Select this option to identify and apply the related based on the case summary for the requester's company. If you select a case template, the Auto-Categorize option is disabled.
Select a category and subcategories for the case. These help in the case assignment and classification.
(Version 20.08.01) The values displayed in the Category Tier fields belong to the line of business that you select to create the case.
(Versions 20.08) 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, 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:
- Select a combination of Company, Business 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.
- 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.
- 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.
- Click Assign.
- Select a combination of Company, Business Unit, and Department.
- (Version 20.08.01) You can assign a case to a support group or user that belongs to a line of business to which you have access.
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.
Click Save Case.
If the dynamic fields are defined for the case template you are using, the Requester's Response dialog box is displayed.
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.
- 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.
(Optional) Click Edit Case to update the case details, or Create New Case to create another case.
When you create a case, the following actions occur:
- By default, the assignee, submitter, and the assigned support group are granted write access to the case.
The case is displayed in the Cases workspace. You can filter the cases based on their assignee, support group, summary, flowset, and so on.
On the Cases workspace, if you sort the cases by the Status or Priority column, the cases are sorted incorrectly.
- If an approval is defined for the case, you can approve or reject the approval. Learn more about approving or rejecting in Approving or rejecting cases.
Updating a case
The following table lists the actions that you can take on a case after you create it:
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|
|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.
|Associating 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.
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|