Creating cases from the Create Case page

Case agents can create a case for a line of business to which they have access. For example, if a case agent has access to Facilities and Human Resource lines of business, the case agent can create cases related to facilities requests in the Facilities line of business and cases related to human resource requests in the Human Resource line of business.

To create a case from the Create Case page

1. Log in to BMC Helix Business Workflows.

2. From the Line of Business list, select the line of business for which you want to create a case.
   If you have access to a single line of business, the line of business is selected by default.

3. Select Create > Case. 

   On the Create Case page, enter the values for the following fields:

   Field	Details
   Requester	Enter the name of the employee for whom you are creating the case. By default, the requester's site is set as the case site. You can change the site if required. For example, you change the site when the requester's default location is not the same as the location from where the request is being raised. You can change the site if the support group to which the case is assigned moves to a different location. Learn more about changing the site of the case in Viewing and updating case details.
   Validate	To validate the requester, click the option, and enter the Personal Identification Number (PIN). The Validate option is displayed after you enter Requester details. Important: If identity validation is optional, you can skip it and create the case. If you skip the validation, you cannot validate the requester after you create the case. If identity validation is mandatory, the case cannot be created without completing the validation. The Create Case button is disabled until validation is complete. Learn more about validating a requester in Enabling requester identity validation.
   Contact	Specify the name of the individual to contact for additional information about the case.
   Summary	Enter the details about the case.
   Priority	Specify the priority of the case.
   Source	Select the source of the case. A case source defines a channel that a requester uses to raise a request such as phone, email, walk by, API and so on. Important: By default, the source value of a case that is created by using the Create Case page or Quick Case is Agent. The source value of a case that is created through BMC Helix Digital Workplace Advanced application is Digital Workspace. The source value of a case that is created through an API is External.
   Label	Select a label for the case. You can filter the cases based on a specific label.
   Case Site	This field is autopopulated with the requester's primary site. If you want to specify a different location, select the different site where the case must be assigned. The case is automatically assigned to the relevant support group of the specific location. Important: The sites are populated according to the case agent's company access. If case agents have access to multiple companies, they can see all the sites associated with those companies.  If you are updating an existing case, you can provide the site change reason while modifying the site. Learn more about location-based case assignment in Automatic case assignment.
   Template Name	To save time by using an existing case template, click Select Case Template. This option displays a list of recommended and active templates defined for the Global company, line of business, and requester's company. Recommended Templates—displays list of templates from the line of business to which you have access and identified based on the case summary. All Templates—displays all the active templates defined for the Global company, line of business to which you have access, and requester's company. You can preview case templates and tasks by clicking the appropriate template or task. Optionally, to view a recommended case template on a separate tab, on the Recommended Templates tab, right-click the case template and select Open link in new tab. To use a case template for the case, select the required check box, and click Save. Learn more about creating templates in Creating case templates and task templates. After you create the case by using the template, you can also change the template according to your requirements. Learn more about changing the case template in Changing the case template used to create cases. Important: After you select the template, the case-related fields (Summary, Description, Priority, Label, Support Group, and Category Tiers) are auto-populated. If you use a case template or complete the case details and then select a different template, the values of the Summary and Description fields from the template that you selected later are added to the existing values of Summary and Description fields. However, you can edit the values. If no template is found, click Auto-Categorize to apply the related categories to the case. When a case is created by using a case template, the line of business of the template is applied to the case.
   Template Description	If you select a case template, this field is auto-populated and you cannot change the value of this field.
   Description	Add a description for the case. If you add a description and then select a case template, the template description is appended to the description you have added. To format the text, use the formatting options in the text editor.
   Auto-Categorize	Select this option to identify and apply the related categories based on the case summary for the requester's company. If you select a case template, the Auto-Categorize option is disabled.
   Category Tiers	Select a category and subcategories for the case. These help in the case assignment and classification. Important: The values displayed in the Category Tier fields belong to the line of business that you select to create the case.
   Assigned Group, and Assignee	To assign the case to yourself, select Assign to me. The default support group that you belong to is automatically selected. If you do not belong to a default group, the first support group in the line of business is automatically selected. Select a value from the Assigned Group list, and then select the Assignee. Important: You can assign a case to a support group or user that belongs to a line of business to which you have access. If you assign the case to a user that does not belong to the line of business, the user can still access the case, but cannot view the case in the case console. If an assignee is not defined, you must add one before you can move the case to In Progress.
   	To assign the case to yourself, click this option. Note: If you belong to multiple support groups, in the Assigned Group field, your default support group is displayed.

   The support group and assignee to whom you assign the case are notified about the case assignment.

   When you assign a user to a case, the status of the case automatically changes to the next status. For example, the case status changes from New to Assigned automatically when a user is assigned to the case.

4. Click Save Case.
   If the dynamic fields are defined for the case template you are using, the Requester's Response dialog box is displayed.

5. Add responses to the dynamic fields based on the requester's inputs and click OK.
   These responses are added to the case as additional details.

   Important

   • The Requester's Response dialog box is displayed only if the case template contains dynamic fields with Information Source as Requester.
   • You cannot add attachments as responses to the dynamic fields.

   After you enter the required case details, a summary of the case created is displayed.

6. (Optional) Click Edit Case to update the case details, or Create New Case to create another case.

Result

When you create a case, the following actions occur:

• By default, the assignee, submitter, and the assigned support group are granted write access to the case.
• While creating the case by using the Create Case form, the default assignment that is defined for the selected line of business is applied. While creating the case from Quick Case, if no line of business is selected, and no case templates are defined, the line of business is selected based on the agent persona. The default assignment for that line of business is applied to the case.

• The case is displayed in the Cases workspace. You can filter the cases based on their assignee, support group, summary, Flowset, and so on.

  Important

  On the Cases workspace, if you sort the cases by the Status or Priority column, the cases are sorted incorrectly.

• If an approval is defined for the case, you can approve or reject the approval. Learn more about approving or rejecting in Approving or rejecting cases.
  

Updating a case

The following table lists the actions that you can take on a case after you create it: