Case creation options
A case agent creates cases for employees who request for various services in a line of business. To raise a request, a case requester can call in, send an email, or create a service request in BMC Helix Digital Workplace Advanced.
The following image shows the different ways in which cases are created:
The following table further describes how end users report a case, how agents respond to a case, and the result of that activity.
| Case requester | Case agent | Result |
|---|---|---|
| Sends an email for a request | NA | Case displayed in the Cases workspace. |
Calls in from an integrated phone system |
| Quick Case opens with prepopulated information about the requester. |
Calls in from a phone system that is not integrated |
OR
| Case created with the defined details and if applicable, with dynamic fields from the templates. |
Requests for a service through other means, such as a walkover |
| |
Creates a request in BMC Helix Digital Workplace Advanced | NA | Corresponding case created automatically in BMC Helix Business Workflows. |
Requests through an external source, such as an API | NA |
When requester identity validation is enabled, you must 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.
Where to go from here
Creating cases from the Create Case page
Creating cases from Quick Case
Related topics
Enabling requester identity validation
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