Communicating case updates

As a case agent, when you work on a case, you can share information related to the case. You can communicate the case updates with other agents or employees in various ways. You can also share or receive case related information that can help resolve the case, or provide reference information that helps you proceed with the case. Case information that is shared or received is associated to the case, and is available in the case record.

A case business analyst can configure the Modified Date and Modified By fields to be updated for a case when a note or comment is added to the case. These updates help case agents to track the changes to the case.

Communication methods

The following image shows the ways in which you can communicate updates for cases and the benefits of each method:

Examples

The following table lists some examples of case updates through different methods:

To communicate case updates

1. Log in to BMC Helix Business Workflows. 
2. Navigate to Workspace > Cases.
3. From the Line of Business list, select the line of business for which you want to update a case.
   If you have access to a single line of business, the line of business is selected by default.
4. To open a case on the Cases workspace, click the required case ID.

• On the case details page, perform any of the following steps:

  Action	Steps	Result
  View and update a case activity	Click the Activity tab and perform any of the following steps: Filter displayed actions—To filter the actions based on the type of comments or activities, click  and select the required options. Add notes—To add a note, enter it in the text box and click Post. To format the text, use the options in the text editor. By default, the note that you add is marked private . To make your note visible to everybody, select the checkbox. To attach files to your notes, click . The spell check option is enabled by default. You can use the available options to spell check.	The Activity tab in a case lists different actions that are performed on it, such as status change, comments, feedback, and so on. When you add a note, a notification is sent to the assignee of the case. The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.
  Request information from an employee who submitted a service request in BMC Helix Digital Workplace Advanced	Click the Activity tab. To request the information, in the text box, add a comment.	The comment is displayed in the service request and the employee responds with the required information in the case activity feed. The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.
  Send an email from a case	To open the Compose Email dialog box, click Email. You can also click the email ID of the requester, external user, or contact to open the dialog box. (Optional) If you want to send the email to additional recipients, perform any of the following actions: Click Cc to include the Cc recipients. Click Bcc to include the Bcc recipients. The Bcc recipients are not shown to other recipients who receive the email. The Bcc option is available only if it is enabled for your line of business. (Optional) If you want to mark the email as high importance, select High Priority. (Optional) If you want to use an email template, perform the following steps: Click Select Email Template. (Optional) From the Locale list, select the language for the email template. From the list displayed, select the required email template, and click Apply. To compose your email, complete the following steps: Draft the email, and format the text. To add a table to the email, click . You can add columns, rows, and specify the table attributes. You can also add a caption and summary for the table. To add an image to the email, click . You can upload an image, or add a URL from which to refer the image. You can also define the attributes of the image. To add a link to the email, click . You can specify the details of the link, and also the target of the URL. Note: If you cannot add a table, image, or hyperlink, contact your administrator to get HTML tags whitelisted. To add an attachment, click . Add files from the Document Library, or click Existing attachments to add files from the case, task, case activity, or from BMC Helix Digital Workplace Advanced. To send the email, click Send. Important: You can override the previous email template by selecting a new email template. You can only use email templates that have been configured by a case business analyst. For more information about templates, see Creating email and acknowledgement templates.	When an employee raises a service request from BMC Helix Digital Workplace Advanced, a case is created in BMC Helix Business Workflows. If you send an email to the requester from the case, the email is displayed in the case activity feed as a public note. Also, the employee can view the email content from BMC Helix Digital Workplace Advanced. The contact number and email ID of the employee is displayed in Created for. If a user outside the organization sends an email, the user's email ID is displayed in Created for. If a case has an SR ID, and you compose an email from that case, the SR ID is prefixed and suffixed with ## in the subject line. For example, the subject line of an email can be Your Request ID ##1001##: CASE-0000000026 is submitted. When the requester forwards an email to a user with the configured email ID in the To or CC list, the email content is displayed in the case activity feed. The forwarded email also contains the request ID and FW: keyword in the subject line. The response from the user to this forwarded email is also displayed in the activity feed. If you send an email to a user who is not registered in Foundation Data, the email content is displayed in the case activity feed as a public note. If you use an email template to send predefined responses for a case, the email template name with the email content is displayed in the case activity feed. When you send an email to other agents, the email is added to the case activity feed as a private note. If you send an email with Bcc recipients, the Bcc email addresses are displayed along with the email content in the activity feed. However, the Bcc email addresses are not displayed in BMC Helix Digital Workplace Advanced. When you send an email as high priority, the email is displayed in the case activity feed with the high priority indicator . The recipients of the email will see the high priority indicator in all email platforms that support the high importance flag. You can view and add the attachments from dynamic data to emails only if you have the access to the dynamic data. When you add the attachment from the dynamic data, the attachment is available publicly. The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration. When comments are added to the case activity through an email, the system is shown as the last user who modified the case. For more information about email, see Case management through email.
  Reply to an email from a case	Click the Activity tab. On the email update to which you want to reply, perform any of the following steps: To send your response only to the person who sent you the email, click Reply. In the Compose Email pane, the previous email context is copied, and the  To email address is updated. To send your response to all the recipients of the original email, click Reply All. On the reply email pane, the previous email context is copied, and the To and Cc email addresses are updated. If the Bcc option is enabled for your line of business, you can click Bcc to include Bcc recipients. To mark the email as high importance, select High Priority. Important: You can use an email template to draft a reply to an email. You can add additional recipients while replying to an email. Click Cc or Bcc to send email to additional recipients.	When a case is created through a service request in BMC Helix Digital Workplace Advanced, and if you send an email reply to the requester, the email is displayed in the case activity feed as a public note. Also, the requester can view the email content from BMC Helix Digital Workplace Advanced. If a user other than the requester and case assignee replies to an email conversation and the requester in To or Cc list, the email content is displayed in the case activity. However, the email content is not displayed in  BMC Helix Digital Workplace Advanced. If you send an email reply to the requester of the case, the email content is displayed in the case activity feed as a public note. If you send an email reply to an external user's email ID, the email content is displayed in the case activity feed as a public note. If you send an email reply to other agents, the email content is displayed in the case activity feed as a private note. When you reply or reply all to an email in the case activity feed that contains a Bcc email address, the reply email pane does not include the Bcc email address. The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.

Related topics

Viewing and updating case details

Updating tasks and tracking progress

Adding HTML tags and domains to the allowlist

Tracking activity updates in cases and tasks for your line of business