Enabling case agents to reopen a case

In BMC Helix Business Workflows, a case business analyst can enable a case to be reopened for a certain number of days after the case is resolved. A case agent might need to reopen the case for multiple reasons, including a reopen request from the requester. Only case agents with write access to the case can reopen the case. When a case is reopened, notifications are sent to the case assignee and the requester.

As a case business analyst, you can configure the time period during which a case can be reopened after it is resolved. This configuration can be defined at two levels:

• Global — enables a case agent to reopen any case during the configured time period. To disable reopen for certain type of cases, create or edit a case template and set the Reopen option to No.
• Template — enables a case agent to reopen cases that were created by using a case template in which the Allow Reopen option is set to Yes. The template level configuration takes precedence over the global level configuration.

To enable the option to reopen cases globally

1. Log in to BMC Helix Business Workflows.
2. Click My Applications Settings .
   The Settings page opens in a new browser tab.
3. Select Application Configuration > Common Configurations.

4. Click CASE_REOPEN_TIMELINE_IN_DAYS.

   Important

   We recommend that you do not modify the field values in the default configuration.

5. In the Configuration Values of CASE_REOPEN_TIMELINE_IN_DAYS section, click Add, and fill the following fields:

   Field	Description
   Configuration Value	Enter the number of days during which the case can be reopened after it is resolved. Valid range is 1 - 90. Default value provided is 5.
   Company	To enable the configuration for a specific company, select the company. To enable the configuration for global level, select Global.

6. Click Save.

To enable the option to reopen a case in a case template 

1. Log in to BMC Helix Business Workflows.
2. Click My Applications Settings .
   The Settings page opens in a new browser tab.
3. Select Case Management > Templates.

4. From the Case Templates page, open the required template. 

   Important

   To modify a template, it must be in Draft or Inactive status.

5. Click Edit.

6. In the Allow Case Reopen field, select Yes.

7. In the Reopen Timeline Days field, enter the number of days during which the case can be reopened after it is resolved.

8. Save the template.
   A case agent can now reopen any case created by using this template, but only during the time period defined in the configuration. 

Related topics

Reopening a case

Creating case and task templates