Phased rollout

   

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

Case management

Cases are requests made by users to ask for services. In BMC Helix Business Workflows, a case agent creates cases. Case agents and case managers manage cases. Case agents assign the cases to other users to complete work on them and to provide the requested services.

Creating cases

Cases are created in BMC Helix Business Workflows through the following ways:

  • Using the Quick Case page
  • Using the Create Case page
  • Sending an email
  • Creating a service request in BMC Helix Digital Workplace
  • Using recurring case schedule
  • Using an API

Learn more about the different options to create cases in Case creation options.

Managing cases

Case agents and case managers can create and manage cases. Some of the actions that case agents and case managers can complete are as follows:

  • View and update cases
  • Approve and reject cases
  • Reassign and reopen cases
  • Change user access to cases

The following table lists the topics that provide more information about cases:

ActionReference
Create a case using the Quick Case option.Quick case
Learn about the different statuses that cases go through in their lifecycle.Case lifecycle
Manage cases through emails.Case management through email
Assign cases to support groups across your company.Assign cases to support groups across companies
Configure automatic case assignment.Automatic case assignment
Create schedules for recurring casesSchedules for recurring cases


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