Creating cases from Quick Case

A case agent can create a case from Quick Case on-the-go while talking to an employee and add the details of the case through Quick Case. After you enter the required case details, a summary of the case created is displayed.

To create a case from Quick Case

  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. Click Quick Case.

  4. Follow the prompts on the page to create a case. 

  5. As you enter the details of your case in the Quick Case text box, enter the following characters followed by the people or templates that you want to use: 

    Symbol

    How to use this symbol and add data to Quick Case

    @

    1. Enter @employeeName, or @loginID, or @employeeEmail.
      Quick Case searches for matching people records. You can select the correct user from the list displayed.
      You can also add multiple users. After you add the users, their details are displayed such as contact number, email ID, and site, and a list of their recent cases.
    2. Select the role of the employee from the list provided in the details section. You have the following options:

      • The requester of the case (Requester)—It is an employee for whom you create the case.
        To create a case, you must specify a requester. By default, the requester's site is set as the case site. You can change the site if needed.
        For more information, see Viewing and updating case details.

      • Another person contacting on behalf of the requester (Contact)—It is an employee who calls on behalf of the requester.
      • Other relationships defined in BMC Helix Digital Workplace Advanced (Related user)—It is an employee who is related to the case with the relationship selected from this list.
        Out of the box, the following relationship types are available:
        • Witness
        • Inspector
        • Target
        • Victim
        • Related To
        For example, if User A calls in to raise a request for User B, which is a complaint against User C, User B is the Requester, User A is the Contact, and User C is the Target.
      Important:
      Upon entering the @employeenameor @loginIDor @employeeEmail, global level setting of identity validation is checked. If the global identity validation is set to (Disabled), the Validate option does not appear. If the identity validation is set to 1 (Enabled and optional) or 2 (Enabled and enforced), the Validate option appears.

    !

    1. Enter !templateName.
      Quick Case searches for matching templates in the line of business to which you have access.
    2. Select the template that you want to use from the list displayed.

    The template is listed on the right side of the screen and marked as selected.

    Important:

    • Upon entering !templateName, case template level setting of identity validation is checked. If the identity validation is set to None, the Validate option does not appear. If the identity validation is set to Optional or Enforced, the Validate option appears.
    • The line of business of the case template is applied to the case.
  6. From the Case Source list, select a case source.

    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.
  7. If validation is enabled, to validate the case, click Validate, and enter the Personal Identification Number (PIN) provided by the requester.
    You can set requester identity validation to any of the following options:
    Optional—You can skip identity validation and create the case. If you skip the validation, you cannot validate the requester after you create the case.
    Enforced—The case cannot be created without validating the requester. The Create Case button is disabled until validation is complete.
    For more information about validating a requester, see Enabling requester identity validation.

    Important

    The requester details, requester's previous cases, related cases, and related knowledge articles are displayed only if you validate the requester.

    A list of recommended templates, knowledge articles, and existing cases is displayed on the Quick Case page. You can preview any of the following recommended items to determine whether they can help you work on the case you are creating and then, associate them with the case: 

    • Recommended Templates—Recommended case templates are displayed based on keywords that you enter in the details of the case and the line of businessYou can view the case template details and the tasks associated with the case template. You can preview case templates and tasks by clicking the appropriate template or task. To view a case template on a separate tab, right-click the case template and select Open link in new tab.

      To select a case template for the case, click , and then click Save.

    • Recommended Knowledge—Recommended knowledge articles include information relevant to the case you are creating. To view a knowledge article on a separate tab, right-click the knowledge article and select Open link in new tab.
      For example, if you are creating a case for an employee requesting a medical reimbursement, and an article related to the reimbursement procedure is listed, you can view this article to determine whether it can help accelerate the employee's request.
      You can also use Advanced search options to filter the article search results. You can pin  an article to associate it with the case. Pinned articles are displayed at the top of the search results after you navigate to the case again.
      For more information about actions you can perform on these articles, see Providing feedback for improving the quality of knowledge articles.

    • Recommended Cases—Recommended cases are similar to the case you are creating. To view a case on a separate tab, right-click the case and select Open link in new tabSelect  to associate cases that contain information helpful to your case. Associated cases are listed on top of the Similar cases list under the Resources tab.

  8. After you enter the case description and add the users, click Create Case to save the details to the case.
    If the dynamic fields are defined for the case template you are using, the Requester's response dialog box is displayed. 

  9. 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 attachments as responses to the dynamic fields.
    • If you select a case template, the Summary for the case is populated with the data from the template, and the information entered in Quick Case is saved as the Description for the case. 

    • If you do not select a template, the information entered in Quick Case is saved as the Summary and Description for the case. After you create a case, it is displayed on the Cases workspace. You can filter the cases on the workspace as required.

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

  10. (Optional) Click Edit Case to update the case details, or Create New Case to create another case by using Quick Case.

While creating or editing cases, the categorization and support group data from a line of business is not displayed if the case is created from an external application such as BMC Helix Digital Workplace Advanced client application. The categorization and support group data is displayed only when the cases are created by using the Create Case or Quick Case option.

Results

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:

ActionReference

Refer to information about a case to proceed with the case or to change the case details like category, priority, summary, and so on.

Viewing and updating case details
  • Split a case into multiple tasks and execute each task separately.

  • Change the status of a task to reflect its progress.

Updating tasks and tracking progress

Associate information that is related to the case so that you can refer to the information while working on the case.

Associating cases, knowledge articles, and related users to cases
Share or receive information that is related to a case with other agents or employees.Communicating case updates
Change the status of a case to reflect its progress.Changing case statuses
Get an approval for a case or view pending approval details.Approving or rejecting cases
Change the template of a case after you create the case in certain situations like employee changes the request or a latest template is available for the case.Selecting a different case template after creating a case
Reassign a case to a support group or an assignee if the earlier assignee is not available or the support group of the assignee is changed.Reassigning cases
Provide additional users with access to a case or to remove a user access.Changing user access to cases
View the history of a case to analyze who made what changes to the case and when.Viewing case activities and adding activity notes
Add attachments to a case or task, and download the attachments.Adding documents to Document Library
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