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:

WaysToCreateCases



The following table further describes how end users report a case, how agents respond to a case, and the result of that activity.

Case requesterCase agentResult
Sends an email for a requestNACase displayed in the Cases workspace.

Calls in from an integrated phone system

  1. Enters additional, relevant information in Quick Case.
  2. (Optional) Validates the requester.
Quick Case opens with prepopulated information about the requester.

Calls in from a phone system that is not integrated

  1. Enters information in the Create Case page with or without a template.

OR

  1. Enters information in the Quick Case page with or without a template.
  2. (Optional) Validates the requester.
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

  1. Enters information in the Create Case page with or without a template.
  2. (Optional) Validates the requester.

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

Troubleshooting application access and usage issues

Troubleshooting errors

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Comments

  1. Hrishikesh Limaye

    In start of section "The following image shows the different ways in which cases are created" Requests through an external source, such as an API, is shown but further table describing how end user reports case, in that there is no result mentioned for "Requests through an external source, such as an API" So is it supported or no?

    May 17, 2023 09:03
    1. Prajakta Pradhan

      Hrishikesh Limaye The image and the table show that when a request is raised from an external source, such as an API, a corresponding case is created in BWF. After that the usual case lifecycle follows. Creating a case through API is supported. Information about API is available here: PDFs, videos, and API documentation.

      I hope this helps answer your question.

      May 17, 2023 09:17