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.



Enabling case agents to reopen a case

In BMC Helix Business Workflows, a case business analyst can enable a case to be reopened for a certain number of days after the case is closed. A case agent might need to reopen the case for multiple reasons, including a reopen request from the requester. Only case agents with write access to the case can reopen the case. When a case is reopened, notifications are sent to the case assignee and the requester.

As a case business analyst, you can configure the time period during which a case can be reopened after it is closed. This configuration can be defined at two levels:

  • Global — enables a case agent to reopen any case during the configured time period. To disable reopen for certain type of cases, create or edit a case template and set the Reopen option to No.
  • Template — enables a case agent to reopen cases that were created by using a case template in which the Allow Reopen option is set to Yes. The template level configuration takes precedence over the global level configuration.

To enable the option to reopen cases globally

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings.
  3. Select Application Configuration > Common Configurations.
  4. Click CASE_REOPEN_TIMELINE_IN_DAYS.

    Note

    We recommend that you do not modify the field values in the default configuration.

  5. In the Configuration Values of CASE_REOPEN_TIMELINE_IN_DAYS section, click Add, and fill the following fields:

    FieldDescription
    Configuration Value

    Enter the number of days during which the case can be reopened after it is closed. Valid range is 1 - 90. Default value provided is 5.

    CompanyTo enable the configuration for a specific company, select the company.
    To enable the configuration for global level, select Global.
  6. Click Save.

To enable the option to reopen a case in a case template 

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings.
  3. Select Case Management Templates.
  4. From the Case Templates page, open the required template. 

    Note

    To modify a template, it must be in Draft or Inactive status.

  5. Click Edit.

  6. In the Allow Case Reopen field, select Yes.
  7. In the Reopen Timeline Days field, enter the number of days during which the case can be reopened after it is closed.

  8. Save the template.
    A case agent can now reopen any case created by using this template, but only during the time period defined in the configuration. 

Related topics

Reopening a closed case

Creating case and task templates

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