Viewing and communicating case updates
As a case agent, when you work on a case, you can share case-related information with other agents, employees, or the requester in various ways, including adding notes, sending emails, or by adding work notes to related cases and BMC Helix ITSM tickets. Sharing or receiving case-related information helps you resolve the case, or provides reference information to proceed with the case. Case information that is shared or received is associated with the case, and is stored in the case record.
When a requester or other case agents who have access to the case add a note or send an email to the case, the case is flagged. In the Cases console, you can see a Needs Attention flag for cases that have updates. This flag helps you prioritize your work.
On the Activity tab of the case details page, you can view and track all the activities performed on a case. It provides additional information about a case such as details about the case resolution, communication details with the requester, and work notes added to related cases and tickets. To view case activities, you must have read or write access to the case.
A case agent can communicate case updates in the following ways:
| Method of case updates | Users | Actions | Benefits |
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Notes
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Comments
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Emails
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Scenarios
Examples of case updates through different methods
- Bob is a case agent in Apex Global. Bob creates the Need spot bonus for an employee case, and assigns it to himself and his support group, the HR support group. However, Bob is unavailable for a few days and cannot work on the case at this time. Bob reassigns the case to Sonia, a different case agent in the HR support group, and adds a note in the activity feed, stating the reason for reassigning the case. Sonia views the note in the activity feed and starts working on the case.
- A requester submits a request Need information about reimbursement policy in BMC Helix Digital Workplace Advanced and a corresponding case is created in BMC Helix Business Workflows. Paul, a case agent starts working on the case. He needs the employee ID of the requester. He adds a comment in the activity feed. The comment is displayed in the service request, and the requester responds with the employee ID. Paul views the comment in the activity feed and works on the case.
- Amy, a case manager with Apex Global sends an email to request a spot bonus for an employee. A case is automatically created from the email. To get an approval from the HR manager, Amy sends an email from the case. The HR manager responds to the email with the approval. Amy and Karen, the case agent working on the case, can view the email communication in the activity feed. Karen proceeds to work on the case, and adds an attachment to the activity feed. The attachment is also displayed as a note in the activity feed.
Case details that you can view on the Activity tab
The following image shows the case details that you can view on the Activity tab:
To view activity updates and add notes
- Log in to BMC Helix Business Workflows.
- Navigate to Workspace > Cases.
- From the Line of Business list, select the line of business for which you want to update a case.
If you have access to a single line of business, the line of business is selected by default. - To open a case on the Cases console, click the required case ID.
- On the case details page, click the Activity tab.
(Optional) To filter case activities, click Filter, from the Case filtering options, select the desired options such as Status Change, Emails, Case Views, and so on, and click Apply.
Item Description 1 Options to filter cases 2 Option to filter by a user making the updates The latest activity in the case is displayed at the top. A time stamp is displayed in MMM-DD, YYYY HH:MM format for each case activity.
- To add a note, click the Add a note text box.
Any text that you add is automatically spell checked. The spell check option is enabled by default. You can disable the spell check if you do not want the text to be checked. - (Optional) To add notes by using a notes template, click Notes Template and specify the following:
- In the Select Notes Template panel, in the Line of Business field, select your line of business.
If you have access to a single line of business, the line of business is selected by default. - In the Language field, select the language of the notes template.
The default language is English. - Select the template that you want to use and click Apply.
- In the Select Notes Template panel, in the Line of Business field, select your line of business.
Add a note in the text editor and click Post.
By default, your note is marked as private.- (Optional) To mark your note as public, select the Public check box.
When you add a public note to a case that is created from a service request, the requester can view the note in the service request in BMC Helix Digital Workplace Advanced. - To mention a user in an activity note, use an annotation such as
@<agent name>.
You can tag only those users that have a login ID. After you post the note, the person you tag receives an email, an alert, or both, based on the notification configuration. - (Optional) To attach files to your notes, click Attach.
After you add activity notes to a case, the following events can occur:
If you tag a case requester, a case assignee, or a person who is added as a contact while creating the case, they do not receive any notifications. You can use public notes to send notifications to a requester or a person added as contact.
If a person mentioned in an activity note does not have access to a case, the person cannot access the case.
You cannot perform the following actions on the Activity tab:
- Modify the order in which the case activity details are displayed.
- Disable or enable auditing on the fields that are displayed in the case activities.
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