Defining watchlists to receive notifications about case updates

As a case agent or a case manager, to receive updates about status or assignment changes to a case, you can add a case to the watchlist. While adding a case to the watchlist, you can select the updates for which you want to receive notifications. Whenever a case is updated, you receive an email, an alert, or both, based on the notification configuration in your profile.

For example, you are working on a case A that is dependent on case B and case C. You add case B and case C to the watchlist and configure your watchlist to receive notifications for case status events. When the status of case B or case C changes, you receive a notification.

Permissions required to add a watch to cases

To add a watch to a case, you must at least have read access to the case.

To define the watchlist

1. Log in to BMC Helix Business Workflows.
2. Navigate to Workspace > Cases.
3. In the Cases workspace, select the cases that you want to add to the watchlist, and click Add to Watchlist.
   The Add Watchlist Events pane is displayed.
   
   

4. In the Add Watchlist Events pane, select the events for which you want to receive notifications, and click Save.
   The following table describes the types of events:

   Event	Description
   Case Assignment Changes	Notifies you whenever the assignee of the case is changed.
   Case Group Assignment Changes	Notifies you whenever the assigned group of the case is changed.
   Case Status Changes	Notifies you whenever the status of the case is changed.

To edit the watchlist

1. Log in to BMC Helix Business Workflows.
2. Navigate to Workspace > Cases.
3. On the Cases workspace, click Watchlist.
   All the cases added to the watchlist are displayed.

4. Perform any of the following actions as per your requirements:

   Action	Description
   To remove a case from the watchlist	Select the case and click Remove.
   To change the event for which you want to receive notifications	Select the case, click Update Watchlist Events, and select the desired event.

To add a watch to a case

Perform one of the following steps to add a watch to a case:

• In the Cases workspace, select the cases that you want to add to the watchlist, and click Add to Watchlist.
• On the case details screen of a case, click Add to Watchlist, select the events for which you want to receive notifications, and click Save.
  

Related topic

Creating and updating cases