Phased rollout

   

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

Tracking activity updates in cases and tasks for your line of business

Case business analysts can configure the Modified Date and Modified By fields to be updated for activities in a case. When a case agent or requester adds a comment or sends an email, the case agent who is working on those cases can track the updates and take appropriate actions.

Activities that are considered as updates

The following activities are considered as updates to cases or tasks:

EntityActivity
Case
  • Case agent or requester adds comments
  • Case agent or requester sends emails before any item, case, or user is associated to a case
  • Case agent associates a case or a user
  • Case agent or requester sends emails
  • Feedback survey is submitted in BMC Helix Digital Workplace Advanced
Task
  • Case agent adds comments
  • Case agent sends emails

To configure the Modified Date and Modified By field values to be updated for cases and tasks

To update the Modified Date and Modified By field values for certain activities, case business analysts must enable the UPDATE_PARENT_ON_NEW_ACTIVITY setting. The setting is disabled by default and can be enabled for your line of business.

  1. Log in to BMC Helix Business Workflows as a case business analyst, and click Settings .
  2. Click Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, click UPDATE_PARENT_ON_NEW_ACTIVITY.
  4. On the Edit configuration page, enable the updating of the Modified Date and Modified By fields by selecting .
    The Modified Date and Modified by for cases and tasks will be updated for any social activities.

  5. Click Save.

Case agents can now track the updates to cases and tasks based on the Modified Date and Modified By fields.

Related topics

Viewing and updating case details

Updating tasks and tracking progress

Associating cases, knowledge articles, related users, and related assets to cases

Communicating case updates

Providing feedback for improving the quality of knowledge articles

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