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.



Tracking activity updates in cases and knowledge articles

Case business analysts can configure the Modified Date and Modified By fields to be updated for activities on a case or knowledge article. When a case agent or requester adds a comment or sends an email, the case agent who is working on those cases and knowledge articles can track the updates and take appropriate actions.

Activities that are considered as updates

The following activities are considered as updates to case, task, or knowledge articles:

EntityActivity
Case
  • Case agent or requester adds comments
  • Case agent or requester sends emails before any item, case, or user is associated to a case
  • Case agent associates a case or a user
  • Case agent or requester sends emails
  • Feedback survey is submitted in BMC Helix Digital Workplace Advanced
Task
  • Case agent adds comments
  • Case agent sends emails
Knowledge article
  • Case agent adds comments

To configure the Modified Date and Modified By field values to be updated for cases and knowledge articles

To update the Modified Date and Modified By field values for certain activities, case business analysts must enable the UPDATE_PARENT_ON_NEW_ACTIVITY setting. The setting is disabled by default and case business analysts can enable it on a global level only, not for specific companies.

  1. Log in to BMC Helix Business Workflows as a case business analyst.
  2. Click My Application Settings.
    The Settings page opens in a new browser tab.
  3. Click Application Configuration > Common Configurations.
  4. Select UPDATE_PARENT_ON_NEW_ACTIVITY.
  5. To enable the setting, select .

    The Modified Date and Modified by for cases, tasks, and knowledge articles will be updated for any social activities.

Case agents can now track the updates to cases and knowledge articles based on the Modified Date and Modified By fields.

Related topics

Viewing and updating case details

Updating tasks and tracking progress

Associating cases, knowledge articles, and related users to cases

Communicating case updates

Providing feedback for improving the quality of knowledge articles

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