Phased rollout

   

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

Case creation options

A case agent creates cases for employees who request for various services in a line of business. To raise a request, a case requester can call in, send an email, or create a service request in BMC Helix Digital Workplace Advanced. Cases are also created through schedules that are created for recurring maintenance of assets in a line of business. 

The following image shows the different ways in which cases are created:

This image shows the different ways in which cases are created


The following table further describes how end users report a case, how agents respond to a case, and the result of that activity.

Case requesterCase agentResult
Sends an email for a requestNACase is displayed in the Cases console.

Calls in from an integrated phone system

  1. Enters additional, relevant information in Quick Case.
  2. (Optional) Validates the requester.
Quick Case opens with prepopulated information about the requester.

Calls in from a phone system that is not integrated

  1. Enters information in the Create Case page with or without a template.

OR

  1. Enters information in the Quick Case page with or without a template.
  2. (Optional) Validates the requester.
Case is created with the defined details and if applicable, with dynamic fields from the templates.

Requests for a service through other means, such as a walkover

  1. Enters information in the Create Case page with or without a template.
  2. (Optional) Validates the requester.

Creates a request in BMC Helix Digital Workplace Advanced

NA

Corresponding case is created automatically in BMC Helix Business Workflows.

Requests through an external source, such as an API

NA

Requests through a schedule for recurring cases

NA

Case is automatically created by the system by using the case template and information provided in the schedule. The case is displayed in the Cases console.

When requester identity validation is enabled, you must validate the user before creating the case. It provides an additional level of security by ensuring that:

  • The requester is an actual employee and not a fraudulent person.
  • Sensitive information like employee bonuses, benefit policies and so on is not being shared with a fraudulent person.

Where to go from here

Creating cases from the Create Case page

Creating cases from Quick Case

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