Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Automating cases

As a case business analyst, you can automate the manual processes in cases by performing certain configurations. The automated configurations ensure that when a case is created, the values that are defined in the configurations are automatically applied to the case.

Example of automating case assignment

Every time a case agent creates a case, the case agent has to manually assign the case to a support group or an assignee. Because this task occurs frequently, you can automate assignments for cases so that the case agent does not have to spend time on assigning the cases manually.

Related topics

The following table lists the actions that you can take to automate cases:

ActionReference
Automate the flow of cases for different lines of business.Creating a Flowset for a line of business
Define assignment mappings for automatic assignment of cases.Configuring automatic case assignments
Configure automated status transition for cases to change their status automatically.Configuring automatic case status transition
Configure user phone systems so that when case agents receive calls from a configured phone system, Quick Case opens automatically with pre-populated user details.Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems
Enable automatic resolution of cases on completion of the last task so that cases are resolved automatically.Enabling automatic resolution of cases
Automate case activity updates by using the Add Social Post, Add Ticket Post By Rec Def elements.Automating case activity updates
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