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You can create two types of people records:

  • Case user people records—Records about system users having access to BMC HR Case Management data: HR agents, HR administrators, HR masters, and self-service users having access to solutions in BMC MyIT. These records are saved on BMC Remedy Action Request System Server, in the system forms: User form, and COL:CORE:People form.
  • People records (non-case users)—Records about people (can be records about customers, VIP persons, ect.) who do not have access to the BMC HR Case Management system. These records are not saved on the BMC Remedy Action Request System Server forms.

This topic describes the following:

Before you begin

Before creating users, configure the following settings:

SettingSetting PathSee
Person typeActions > System Settings > Application Settings > Menus > Modify Person TypeConfiguring menus
SalutationActions > System Settings > Application Settings > Menus > Modify SalutationConfiguring menus
Site NameActions > System Settings > Locations > SitesConfiguring location
Organization NameSystem Settings > Foundation > OrganizationsConfiguring company organizational structure
DepartmentSystem Settings > Foundation > OrganizationsConfiguring company organizational structure
GroupSystem Settings > Foundation > GroupsAdding groups and roles
Related topics
 Where to find more information

To add a people record

  1. Open the People console.
  2. Click New.
  3. Submit mandatory and optional details on the tabs in a People form:


    Request Details

    This tab contains mandatory details that you must complete, so that you can save a people record. For more details, see Complete Request Details.

    Case Login

    This tab displays only if you set Case User flag to YES on the Request Details tab. This tab contains mandatory details that you must complete, so that you can save a case user record. For more details, see Complete Case Login options.

    Manager Details


    This tab displays an option for selecting a manager from the Manager Name drop-down list. Only one manager can be defined for an employee. 

    All  manager details (email, phone numbers, and ID) are automatically filled in with the data from a profile of the selected person.

    Confidential Data


    Some of the user details, such as National ID, or annual salary are considered confidential, and can be viewed only on the Confidential Data tab. 

    The data available on the Confidential Data tab can be accessed only by:

    • Standard Master users with no restrictions.
    • Standard Administrator users only if the Confidential Information flag in their People form is set to Yes.

    For more details, see Add confidential data.

    Challenge Questions


    You might need to add challenge questions so that HR agents can verify the users for whom you add these details by phone. You can add as many challenge questions as you need.

    The questions and answers to these questions that you add, can be later used for verification of self-service users by phone. Thus, while an HR agent opens a case based on a phone request, he must verify that the person who is calling is the right person. An HR agent opens Challenge Questions tab, and asks questions that are available on this tab. If a person answers the questions correctly, he can be verified.   

    You can add multiple challenge questions, modify, or delete them when necessary.

    Follow these steps to add a challenge question:

    1. Click New, and complete these fields:
      1. From the Question Type list, select a type of a question 
      2. In the Question field, enter question text.
      3. In the Response field, enter a response to the question you entered.
    2. Click Save & Close.

    Related Items


    On the Related Items tab of a user profile, you can view and add the following types of items related to a user:

    • Assigned cases to an HR agent
    • Requested cases by an HR agent, or by a self-service employee
    • Related person - can be added from the Related Items tab
    • Related cases - can be added from the Related Items tab
    • Related journal - can be added from the Request Details tab.

    Follow these steps to add a related item:

    1. Click Add.
    2. From the Filter By drop-down list, select Case or People.
    3. In Search, type a search criterion, and start search.
    4. Select an item in the list, and double-click it.
      The selected item (a case, or a person) appears in the Current Related Items list.

    5. Click Relate.



    On this tab, you add professional skills. To add a skill:

    1. Click New.
      1. Select a solution category. 
      2. (Optional) Select a solution sub-category.
      3. (Optional) Select a solution. 
      4. Click Save & Close.
  4. Click Save & Close.

Complete Request Details

The following table explains details on the Request Details tab:


Personal Information

Complete mandatory basic details:

  • Person Type
  • First Name
  • Last Name
  • Email Address


The email must be unique. The system does not allow to create users with an email that had ever been used, and then was deleted from the BMC HR Case Management.

(Optional) Complete identity details:

  • Employee ID
  • Middle Name
  • Salutation 
  • Suffix
  • Preferred Name
  • User Avatar—upload a photo if necessary

(Optional) Location:

  • Site Name
  • Organization Name
    The Department Name field is automatically populated with the data from a selected organization

Contact details:

  • Work Phone
  • Home Phone
  • Mobile Phone
  • Home Mobile Phone

Review the default values for the following fields, and make changes if necessary:

  • Is this person a manager
    Select YES to make this user available for selection for other users on the Manager Details tab.
  • Is VIP
    Select YES to specify this person is a very important person.
  • Case User
    Select YES to enable BMC HR Case Management access for this user.
  • Receive Notifications
    This field is enabled only for case users. Select to YES to define the user receives email notifications about updates in related cases.


In the 4.6-4.7, the Receive Notifications field is available on the Case Login tab.

Address Details


  • Address
  • City 
  • County
  • State/Province
  • State/Province Abrv
  • Country
  • Country Code
  • ZIP/Postal Code

Complete Case Login Details

The following table explains details on the Case Login Details tab:

Case Login DetailsComplete the following fields:
Default GroupsSelect a group for:
  • Default Data Group—a default data group for an HR agent to associate him with a solution belonging to this data group.
  • Default Assignment—a default assignment group for an HR agent to add him to the existing assigned group which corresponds to his skills. Later, when a case is created, and its assigned group corresponds to the assigned group of your HR agent, the case can be assigned this HR agent.
You can add, delete, and modify available data groups and assignments in the Data Group, and Assignment lists - respectively in System Settings > Foundation > Groups. For details, see Adding groups and roles.

Login Options


Set the Receive Notifications flag to YES, so that the user receives email notifications about the updates in related cases.

Note: In the 4.6-4.7, the Receive Notifications flag is available on the Case Login tab. 

Case Admin Functions


Important notes:
  • You can change Confidential Information for any user except Standard Viewer (if you are Standard Administrator or Standard Master).
  • You can change the Roles Administrator only if you are a Standard Master.

Define which of the Case Admin functions you would like to enable for this person:

  • Confidential Information - if you select YES, the users can view the confidential information of other users (available in the Confidential Data tab of any user).
  • Roles Administrator - if you select YES, this users can create another users with administrative permissions, and confidential information (the Case Admin Functions is enabled).
Permissions and GroupsSelect one or more groups to add an employee into the selected group(s).

Complete Confidential Data

The following table explains details on the Confidential Data tab:

National ID 




Date of birth

Age and Years automatically calculate employee age if the DOB is completed.

DOHDate of hire
Primary Language 
Language Spoken

To add more than one spoken language:

  1. Click in the Languages Spoken field with the added language
  2. Type a comma
  3. Select an additional language.
Annual Salary

To add a salary value:

  1. Select a currency from the drop-down list
  2. Click in the Annual Salary field with the added currency
  3. Type a numeric value before the currency type.

To delete a people record

When you no longer need a people record, you can delete it from BMC HR Case Management by selecting it from the people list in the People console, and clicking Delete.

When you delete the case user people records, keep in mind that:

  • These records are deleted from BMC HR Case Management People list.
  • These records are deleted from the COL:COR:People form, but they remain in the User form on BMC Remedy Action Request System Server.
  • You cannot create a case user with a login name that had ever existed, and then was deleted from the BMC HR Case Management.

Related topics

Adding a journal entry to an employee profile