Phased rollout

   

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

Enabling automatic resolution of cases

As a case business analyst, you can enable automatic resolution of cases on completion of the last task so that cases are resolved automatically. You can enable automatic resolution of cases at global level for all companies, at company level for a specific company, or at case template level.

Automatic case resolution methods

You can enable or disable automatic resolution of cases on the completion of the last task in the cases by using one or a combination of the following methods:

MethodDescription
By defining automatic resolution of cases in case templates

This method applies to cases that are created by using case templates.

You can enable automatic resolution of cases in a case template so that cases created by using the case template are resolved automatically.

For information about how to enable automatic resolution of cases by using case templates, see Creating and editing case templates.

By defining automatic resolution at global level

This method applies to cases that are created without using case templates.

You can enable automatic resolution of cases at global level so that all the cases that are created without using case templates are resolved automatically.

For information about how to enable automatic resolution of cases at global level, see To enable automatic resolution of cases.

By defining automatic resolution at company specific level

This method applies to cases that are created without using case templates.

You can enable automatic resolution of cases for a company so that all the cases that are created without using case templates for the company are resolved automatically.

For information about how to enable automatic resolution of cases at company specific level, see To enable automatic resolution of cases.

Important

If you define configurations for automatic case resolution at company specific level and global level, the company specific level configuration takes precedence over the global level configuration.

For example, a case business analyst wants to define automatic resolution of cases at a case template level. The case business analyst wants to enable automatic case resolution for Paid Time Off (PTO) cases that are created by using the Apply PTO case template. While creating the case template, the case business analyst selects the option for resolving cases automatically on completion of the last task. The case business analyst then verifies that a case for applying PTO is resolved automatically after the last task in the case is complete.

To enable automatic resolution of cases

By default, automatic resolution of cases that are created without using case templates is disabled for your line of business. As a case business analyst, you can enable automatic resolution of cases for your line of business and for all associated case templates.

  1. Log in to BMC Helix Business Workflows.
  2. Select Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, click RESOLVE_CASE_ON_LAST_TASK_COMPLETION.
  4. On the Edit configuration page, enable the automatic resolution of cases by selecting .

  5. To apply the setting for all templates, select  for Apply change to all case templates in the line of business.

  6. Click Save.

Important

If you have enabled automatic resolution of cases and the last task in a case is an automated task, if the task fails, you must manually complete the task so that the case gets resolved automatically.

Related topic

Creating and editing case templates

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