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.
    LabelSelect 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 Selecting a different case template after creating a case.

    Important:

    • After you select the template, the case-related fields (SummaryDescriptionPriority, 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 Open link 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:

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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