An end user can request for an available HR service by contacting the HR department on the phone or by email. An HR agent then creates a case in BMC HR Case Management based on the request.
This topic describes how HR agents can new create cases.
On the Case Detailstab, complete the required fields in the Details, Classification, and Primary Assignment sections described in the following table:
Enter a name of the person who is the main contact for this case, and validate this person so that you can select a case type, and process the case.
When a person answers a challenge question, you can validate the requester.
Perform the following steps to validate the case requester:
|Optional||These fields are automatically populated with the data from the requester's profile.|
On Behalf Of
Name of the person for whom you would like to create the request.
For example, you might want to create a case for a new employee in the company. The manager of this employee (case requester) requests the HR department to create a case on behalf of the new employee.
Note: On behalf of user can be any user registered in BMC HR Case Management. This user might not have the Case User permissions.
|Optional||These fields are automatically populated with the data from the requester profile.|
Brief statement describing the request or the issue.
Additional details about the case.
Select aprimary solution for the case.
Click Searchand browse for a solution from the available solutions. If you select a solution, other fields on the New Case page are populated with data from the Case Options tab of the solution.
Click Statusand select a status: Assigned, Canceled, or Work in progress.
The reason for the current status.
Group responsible for the case.
Select a value from the list to specify how the case was created.
Select a value from the list to specify how urgent the case is.
|Notification Preference||Optional||By default, Requester receives notifications about the case. You can change the notification preference to: On Behalf Of, Both, and Neither.|
Category Tier 1
The Administrator configures the tiers.
Category Tier 2
The content of the list depends on the value of Categorization Tier 1.
Category Tier 3
The content of the list depends on the value of Categorization Tier 2.
The origin of the resolution.
The site of the case requester populated from the requester's profile.
|Assign to Me||Optional|
|Assigned Group||Required||Select a group to which you want to assign the case.|
Select an employee to whom you want to assign the case.
Note: You can select an employee belonging only to the selected assigned group.