Adding custom selections to case source menus
Case sources define the channel that a requester uses to raise a request such as Phone, Email, Walk by, Portal, and so on. Case sources help to identify how many cases are requested through various channels. As an administrator, you can create case sources that can be used by case agents while creating a case. Case sources that you create are available for all lines of business.
Case agents can select a source for the case from the available list of sources. For example, an employee wants to change his address. The employee calls a case agent to raise a request. The case agent creates a case for changing the employee address and selects the case source as Phone.
To create a case source
Log in to BMC Helix Business Workflows.
Click My Application Settings.
- Select Application Configuration > Shared Menu Items.
On the Shared Menu Items page, click + Source, and complete the fields as described in the following table:
Field Description Source Name
Click to enter the name of the source.
On the Localize Value page, enter the values for Default Locale and other locales. The value added for the Default Locale option is displayed as the source name.
When you create a case, the system automatically displays the value entered for the locale related to the region where you have logged in.
Select one of the following statuses:
Active—The case source is available for use.
Important: Only active case sources are available for use.
Inactive—The case source is not available for use.
- Deprecated—The case source is no longer in use.
Available on UI Enable the option to make the case source value available while creating cases.
- Click Save.
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