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Automating case assignment based on user responses

This use case shows how to automate case assignment based on user responses to questionnaire or service requests in BMC Helix Digital Workplace Advanced.

When a service request is created in BMC Helix Digital Workplace Advanced by using a service catalog, the requester must answer some questions. When the service request is saved, a corresponding case is created in BMC Helix Business Workflows. When a process is created to map the answers to a assigned group, the case is automatically assigned to a support group.

Scenario for automatic case assignment based on user responses

Scenario

An organization, Apex Global, wants that cases that are created from service requests from BMC Helix Digital Workplace Advanced are automatically assigned to support groups based on the user responses.

Allen is a case business analyst in Apex Global for the Finance line of business. Allen creates a process in which a rule is defined to map the user response to query the assigned group, and the support group is assigned accordingly for the case.

Let's see the process in detail.

Workflow to create a process for automatic case assignment based on user responses

The following image shows the process for automatic case assignment based on user responses:

To define custom assignment mapping definition

Allen uses the following steps to define the assignment mapping for the user responses:

  1. Creates a custom record definition that stores the mapping of the keyword with an assigned group.
    The following image shows three record definitions that are created for mapping the keywords to the assigned groups:

  2. Defines a process in which Allen uses the Get Query by Records element to retrieve the support group, and then uses the Change assignment element to change the assigned group according to the keyword.
    The following image shows the elements used in the process:

Result

When a requester raises a request in BMC Helix Digital Workplace Advanced, a corresponding case is created in BMC Helix Business Workflows. The assignment process is triggered, and the assigned group is selected based on a keyword in the summary of the request.



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