Responsibilities and permissions of a Case Manager

A case manager has the following responsibilities:

  • Manage a team of case agents.
  • Act as the escalation point for internal customers.
  • Access company data.
  • View reports to analyze team performance, the health of the knowledge base, and other factors that affect the management of cases.
  • Perform all capabilities of a case agent.
  • View available configurations defined by the Case Business Analyst.

The Case Manager functional role enables users to view records that belong to their company. A case manager cannot update or delete a record.

Default configuration access

A case manager has read-only access to the following configuration areas and does not have permissions to modify them:

  • Application Configuration
  • Case Management
  • Document Management
  • Email Configuration
  • Manage Flowsets
  • Notification
  • Notes templates
  • Relationships
  • Service Level Management
  • Task Management

Default roles

The following table describes the default roles assigned to the Case Manager functional role:

Case Application AccessView the Create menu and Quick Case option on the navigation bar to create a case
Reporting Access

View the Reports option on the navigation bar to access the Reporting dashboard directly from BMC Helix Business Workflows

Case Manager

Read only access to templates, tasks, and cases that belong to the manager's company.

A Case Manager can update an existing case template or task template if the case manager is a member of the template owner group.

Knowledge Candidate

Create and maintain knowledge articles.

A Knowledge Candidate can create a knowledge article by using any of the available templates, move an article through its lifecycle, and update the article details. A Knowledge Candidate can also maintain the article quality by providing and incorporating feedback for articles.

Knowledge Contributor

Review, enhance, and complete articles that other agents create to suit a wider audience

A Knowledge Contributor can flag articles that need improvement and unflag articles after improvement. A Knowledge Contributor can also create and validate articles, approve internal publishing of articles, and retire internally published articles.

SLM User

Read only access to fields and record definitions for the manager's company only.

An SLM User can view the service target status of a case and take appropriate actions on the case.

Reporting User

Access reports in BMC Helix Business Workflows to analyze the team performance based on various parameters.

Note: Assign the Case Manager Reporting Administrator role to enable users to create reports. For information about assigning the Reporting Administrator role, see Roles in BMC Helix Business Workflows.

Task Manager

Read access to all task templates and tasks assigned to the manager's support groups.

Flowset userView Flowsets for various lines of business in an organization.

Approval Admin

Create and maintain approval processes.
Social User

Read and write access to activity feeds in cases and tasks.

A Social User can add and filter notes, view a case history, and associate relevant resources with a case in the activity feed.

Email Config UserView access to configured email IDs and acknowledgment and email templates that are used to send emails from a case.
Notification UserReceive notification for an event that a case business analyst configures
Cognitive User

Access to the training data that an administrator configures

This data is used while predicting case templates and categories for creating a case.

Shared Services ReadRead access to case and task status
Ticket UserRead access to dynamic data.


By default, the Task Viewer role from the Task Management functional area is not assigned to any functional role. To provide the case manager read-only access to tasks, the administrator must assign the Task Viewer role to the case manager.

For more information about assigning roles, see Roles in BMC Helix Business Workflows.

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