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
|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
Corresponding case created automatically in BMC Helix Business Workflows.
Requests through an external source, such as an API
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.