Phased rollout

   

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

Defining watchlists to receive notifications about case updates

As a case agent or a case manager, to receive updates about status or assignment changes to a case, you can add a case to the watchlist. While adding a case to the watchlist, you can select the updates for which you want to receive notifications. Whenever a case is updated, you receive an email, an alert, or both, based on the notification configuration in your profile.

For example, you are working on case A that is dependent on case B and case C. You add case B and case C to the watchlist and configure your watchlist to receive notifications for case status events. When the status of case B or case C changes, you receive a notification.

Permissions required to add a watch to cases

To add a watch to a case, you must at least have read access to the case.

To define and edit the watchlist

  1. Log in to BMC Helix Business Workflows.
  2. Navigate to Workspace > Cases.
  3. From the Line of Business list, select the line of business for which you want to define the watchlist.
    If you have access to a single line of business, the line of business is selected by default.
  4. In the Cases workspace, select the cases that you want to add to the watchlist, and click Add to Watchlist.
    The Add Watchlist Events pane is displayed.

  5. In the Add Watchlist Events pane, select the events for which you want to receive notifications, and click Save.
    The following table describes the types of events:

    EventDescription
    Case Assignment ChangesNotifies you whenever the assignee of the case is changed.
    Case Group Assignment ChangesNotifies you whenever the assigned group of the case is changed.
    Case Status ChangesNotifies you whenever the status of the case is changed.

    View the cases added to the watchlist by clicking Watchlist on the Cases workspace.

  6. To edit the watchlist, you can perform any of the following actions as per your requirements, on the Case Watchlist pane:
    • To remove a case from the watchlist, select the case and click Remove.
    • To change the event for which you want to receive notifications, select the case, click Update Watchlist Events, and select the desired event.

To add cases to the watchlist

  1. Log in to BMC Helix Business Workflows.
  2. On the Cases workspace, select the line of business for which you want to add cases to the watchlist.
    If you have access to a single line of business, that line of business is selected by default.
  3. Select the cases that you want to add to the watchlist, and click Add to Watchlist.
  4. In the Add Watchlist Events pane, select the events for which you want to receive notifications.
  5. Click Save.

Related topic

Creating and updating cases


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