Configuring read access for cases

When agents create cases in BMC Helix Business Workflows, by default, the assignee, submitter, and the assigned support group are granted write access to the case.

In the following scenario, a user creates a service request by using the BMC Helix Digital Workplace Advanced client application or by contacting a case agent. The case agent from the first-line support group creates a case in BMC Helix Business Workflows on behalf of the user and assigns the case to the corresponding assignee or the support group. As a submitter of the case, the case agent is granted write access to the case. However, the user or any other member of the first-line support group does not have access to the case, which restricts them from viewing the case details or tracking its progress. 

To resolve this issue, the case business analyst configures the access for cases to grant read-only permission to the first-line support groups based on the following fields:

• Company
• Flowset
• Case category tiers
• Priority

For example, as a case business analyst you can configure the case access to assign the HR support group read-only access for all the cases related to HR, or assign the IT support group read-only access for all the cases related to hardware, software, or networking.

After the case is created, the following agents, support groups, and companies are granted access to the case:

To configure read access for cases

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. Navigate to Case Management > Case Read Access.

4. On the Read Access Configuration page, click Read Access Configuration.

   

5. Modify the following fields to define the criteria to grant read-only access to the selected support group:

   Section or Field Name	Action
   Access Mapping Name	Specify a name for the read-access mapping.
   Company	Select the company whose support group should have read-only access to the case. If a support group requires read access to tickets created for multiple companies, select Global to create a global read access mapping. Then select that support group from the Support Group field.
   Flowset	(Optional) Select if you want to use this mapping for a Flowset defined for a particular line of business.
   Map with the Following Cases	Select the case categories and case priority for which you want to grant read-only access to the support group. Note: If there is an active domain, the values in the Category Tier 1 field belong to that domain.
   Use as Default	Select the check box to make the current selection as the default read-access mapping for the selected company. Notes: BMC recommends that you define a default read-access mapping for each company. If the Flowset, categories, and priorities do not match with the values defined in the case, BMC Helix Business Workflows assigns the case to the support group that is defined as the default. You can set only one default read-access mapping for a company.
   Support Company, Business Unit, Department, and Support Group	To specify a support group to which you want to provide read access, perform the following steps: Select a combination of Support Company, Business Unit, and Department. Select a value from the Support Group list. Only support groups directly related to the selected combination of support company, business unit, and department are listed. Notes: If there is an active domain, support groups only from that domain are displayed. If you selected Global in the Company field, the selected support group gets assigned read-only access to cases created for any company in the organization.

6. Click Save.

After a case is created with the values defined in the mapping, the support group specified in the mapping is added to the case with the read-access. You can view the support group from the Case Access tab.

For detailed example on how the mapping is applied to a case, see FAQs and additional resources. 

Related topics

Data access model

Creating cases

Changing user access to cases

Filtering Foundation data by using domain tags