Phased rollout

   

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

Working with checklists

As a case agent, you can use checklists for a line of business to complete a set of checks or steps easily and effectively. While using a checklist, you can perform actions, such as selecting checklist items, updating the status of checklist items and adding comments to record the observations. 

Example

Bill, a case agent, creates a case for AC maintenance and uses the checklist template that Ajay, the case business analyst created. Bill works on the checklist items and also adds an ad hoc checklist if the case or task does not have a prior checklist. 

Actions that you can take on checklists

The following image describes the actions that you can take to work with checklists:

This image describes the actions that you can take to work with checklists

To add an ad hoc checklist to a case

  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 update a case.

    If you have access to a single line of business, the line of business is selected by default.

  4. To open a case in the Cases workspace, click the required case ID.

  5. On the case details page, click +Add checklist.
    On the Select checklist template page, a list of active checklist templates with global company or same company name as case template is displayed.

  6. To narrow down the search results by using filters, click Filter and use any of the filters that are displayed.

  7. (Optional) Click a checklist template to preview it.

  8. Select the checklist template that is relevant to the case and click Save.
    The following image shows an example of an ad hoc checklist added to a case:

    This image shows an example of an ad hoc checklist added to a case

Important

You can only add checklist templates that are in the Active status. If the checklist you added is deleted, there will be no record of the checklist if a new case or task is created after inactivating the checklist template.

To edit checklists and update the status

As a case agent, you can start working on the checklist items and change their status only for the cases that are in the In progress status. You must have write access to change the checklist status. 

  1. Log in to BMC Helix Business Workflows.

  2. Select Workspace > Cases.

  3. From the Line of Business list, select the line of business for which you want to update a case.

    If you have access to a single line of business, the line of business is selected by default.

  4. To open a case on the Cases workspace, click the required case ID.

  5. (Optional) To view a case on a separate tab, right-click the case and select Open link in new tab.

  6. On the case details page, click .

  7. On the checklist details page, select the required checklist item and update the details.
    The following table lists the required actions for which one-click update is applicable:

    Field

    Action

    Pass

    Select to complete the checklist item. 

    Fail

    Select if you find some problem in the checklist item. For example, operating instructions were not clear.

    N/A

    Select if the checklist item is not applicable for the particular case.


  8. Click Add comment text box and add a comment for the checklist item.

  9. (Optional) To modify the comment, click the Edit comment text box and update the comment.

  10. Click Save

    After you work with the checklist items, the checklist is displayed in the case details page. The following image shows an example representation of the checklist after you work with it:

    This image shows an example representation of the checklist after you work with it

    The following table lists the status based on the actions you perform on the checklist items:

    Icon

    Status

    Checklist item is selected and marked.

    Checklist item has passed.

    Checklist item has failed.

  11. (Optional) To view the comment related to a checklist item, click .

Was this page helpful? Yes No Submitting... Thank you

Comments