Using the content use case for creation of reactive case from preventive case for a line of business

To use custom flowset in the Reactive case process

Create a custom flowset and map it with the Status transition function and the Reactive Case - Create Case on Needs Attention Resolution process. Learn more in Creating-a-Flowset-for-a-line-of-business.

To use the Reactive case rule definition for your line of business

You can use the BMC Sample Facility - Reactive Case - Set Flowset for Preventive Case rule definition in your line of business by copying and modifying the rule definition. 

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Click Case Management Service.
3. To create a copy of the rule, on the Rules tab, select BMC Sample Facility - Reactive Case - Set Flowset for Preventive Case rule and click Copy.
4. Open the copy of the rule and select the trigger element as shown in the following screenshot: 
   
5. On the Element Properties tab, edit the Expression by clicking Edit.

6. In the Edit Expression screen, change the line of business from bmc-sample-facilities to the domain ID of your line of business.
   

   To find the domain ID for your line of business

   1. Log in to BMC Helix Business Workflows.
   2. Click Settings .
   3. Select Line of Business > Define Line of Business.
   4. On the Line of Business Configuration page, click and select Domain ID.
      The Domain ID column displays the domain ID for your line of business.
      

   
   

7. Click OK.
8. Select the Update Record element, as shown in the following screenshot:
   
9. On the Element Properties tab, edit the Flowset ID by clicking Edit.

10. In the Edit Expression screen, replace the flowset ID with your custom flowset ID.

    To find your custom flowset ID

    1. Log in to BMC Helix Business Workflows.
    2. Click Settings .
    3. Select Manage Flowsets > Define Flowsets.
    4. On the Flowsets Configuration page, click and select ID.
       The ID column displays the ID for your custom flowset.
       
       

    

11. Click OK.
12. Click Save.

To use custom resolution code in the Reactive case process

To use custom resolution code in the Reactive case process, you must create a resolution code in BMC Helix Business Workflows and add the GUID of the custom resolution code in the process condition.

1. Log in to BMC Helix Business Workflows and create a resolution code. Learn how to create a resolution code in Adding-resolution-codes-to-categorize-resolved-cases.

2. Copy the resolution code ID for your custom resolution code.

   To copy the resolution code ID

   1. Log in to BMC Helix Business Workflows.
   2. Click Settings .
   3. Select Application Configuration > Menu Items.
   4. On the Menu Items page, click and select ID.
      The ID column displays the ID for your custom resolution code.
   5. Copy the value displayed in the ID column for your custom resolution code.
3. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
4. Click and open your line of business.
5. On the Processes tab, click Reactive Case - Create Case on Needs Attention Resolution.
6. In the page displayed, select the element as shown in the following screenshot:
   
7. On the Element Properties tab, edit the Condition by clicking Edit.
8. In the Edit Expression screen, change the resolution code from Needs Attention to your custom resolution code ID, which you have copied in step 2.
   
9. Click OK.
10. Click Save.

To use custom case-to-case relationship in the Reactive case process

To use custom case-to-case relationship in the Reactive case process, you must create a case-to-case relationship in BMC Helix Business Workflows and add the relationship name and reverse relationship name in the Reactive case process.

1. Log in to BMC Helix Business Workflows and create a case-to-case relationship. Learn how to create a resolution code in Adding-a-relationship-type-for-users-or-cases.

2. Copy the relationship key value and counter relationship key value for your custom case-to-case relationship.

   To copy the relationship key and counter relationship key

   1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
   2. Click Shared Services.
   3. Select Relationship Type and click Edit data.
   4. On the Data Editor (Relationship Type) page, click the custom case-to-case relationship that you have created.
   5. From the Edit Record pane, copy the Relationship Key and Counter Relationship Key.
3. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
4. Click and open your line of business.
5. On the Processes tab, click Reactive Case - Create Case on Needs Attention Resolution.
6. In the page displayed, select the Associate Reactive to Preventive Case element.
   
7. On the Element Properties tab, edit Ticket Role (1st Record Role) and in the Edit Expression screen, specify the custom relationship key value (the relationship key that you have copied in step 2) instead of created and click OK. 
8. Similarly, edit Ticket Role (2nd Record Role) and in the Edit Expression screen, specify the custom counter relationship key value (the counter relationship key that you have copied in step 2) instead of created from and click OK.
9. Select the Add Social Post - Reactive Case element.
   
10. On the Element Properties tab, edit the Comment and in the Edit Expression screen, specify the custom relationship name and reverse relationship name instead of Created and Created from in the comment expression and click OK. 
11. Similarly, specify the custom relationship name and reverse relationship name instead of Created from and Created in the comment expression for the Add Social Post - Preventive Case element.
12. Click Save.