Creating cases

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.

To create a case

  1. Open the Cases console.
  2. Click New.
  3. On the Case Details tab, complete the required fields in the Details, Classification, and Primary Assignment sections described in the following table:

    FieldRequiredDescription
    Details

    Requester

    Required

    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:

    1. Submit your search criterion and search for a case requester.

       You can find a user in one the following ways...

      • You can click Search to search for a user
      • Type the requester name, and press ENTER.

    2. Select a case requester from the list of search results.
      The Challenge Questions dialog box containing user profile details is displayed.

    3. Validate the user by confirming the answer to the challenge question:
      1. Click Validated.
      2. Select Continue with New Case.
        The icon next to the Requester changes to the contact name has been validated with a challenge question.
    4. If the user failed to answer the challenge question, perform the following steps:
      1. Click Not Validated.
      2. Select Continue with New Case to return to the case form.
      3. Click Close.
        The icon next to the Requester remains —the contact name has not been validated with a challenge question.

    Email Address

    OptionalThese fields are automatically populated with the data from the requester's profile.

    Work Phone

    Optional

    On Behalf Of

    Optional

    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.

    Email Address

    OptionalThese fields are automatically populated with the data from the requester profile.

    Work Phone

    Optional

    Summary

    Required

    Brief statement describing the request or the issue.

    Description

    Optional

    Additional details about the case.

    Case Type

    Optional

    Select a primary solution for the case.

    Click Search  and 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.

    Classification section

    Status

    Required

    Click Status and select a status: Assigned, Canceled, or Work in progress.

    Status Reason

    Optional

    The reason for the current status.

    Data Group

    Required

    Group responsible for the case.

    Case Origin

    Required

    Select a value from the list to specify how the case was created.

    Priority

    Required

    Select a value from the list to specify how urgent the case is.

    Notification Preference OptionalBy default, Requester receives notifications about the case. You can change the notification preference to: On Behalf OfBoth, and Neither.
    Additional Details

    Category Tier 1

    Required

    The Administrator configures the tiers.

    Category Tier 2

    Optional

    The content of the list depends on the value of Categorization Tier 1.

    Category Tier 3

    Optional

    The content of the list depends on the value of Categorization Tier 2.

    Resolution Code

    Optional

    The origin of the resolution.

    Site Name

    Optional

    The site of the case requester populated from the requester's profile.

    Primary Assignment
    Assign to MeOptional 
    Assigned GroupRequiredSelect a group to which you want to assign the case.
    Assigned IndividualOptional

    Select an employee to whom you want to assign the case.

    Note: You can select an employee belonging only to the selected assigned group.

  4. Click Save & Close.

Where to go from here

Working on cases

Was this page helpful? Yes No Submitting... Thank you

Comments