Setting up appointments with self-service users

Calendars in BMC HR Case Management and BMC MyIT Universal Client are not synchronized. To set up an appointment with a self-service user, the same appointment needs to be created in the calendar of a self-service user and an HR agent.

This section describes how to set up appointments with self-service users, and includes the following topics:

Related topics

Creating appointments and reminders

Overview of cases generation

Working on cases

Configuring solutions for MyIT Calendar

Overview of the process setting up appointments with self-service users

Note

Self-service users can set up appointments with HR agents only when an HR calendar is configured in BMC MyIT Administration Console (Help Desk > Calendar Configuration). For more information, see Setting up the help desk Open link in BMC MyIT online documentation.

Self-service users create appointments by adding appointments in the calendar in BMC MyIT. When an appointment is added in the calendar of a self-service user, a case is generated in BMC HR Case Management, and is available to agents that belong to the HR data group, Employee Relations CEO assigned group (it is set in the default solution). This case is based on an internal solution configured by an HR administrator. For more information, see Configuring solutions for MyIT Calendar.

Tip

Starting from version 4.7.01 HR agents can find and view any cases, even if they are not associated with their Assigned group. In the earlier versions, HR agents could access only cases associated with their Assigned group.

An HR agent working on the appointment request can modify the day and time of a requested appointment.

Appointments can be canceled by HR agents and self-service users. When a self-service user or an HR agent cancels an appointment, the associated appointment is canceled in BMC MyIT Universal Client, and the appointment case is canceled in BMC HR Case Management.

Self-service user can cancel an appointment in the BMC MyIT Universal Client in one of the following ways:

Cancel the appointment in the Calendar in the BMC MyIT Universal Client
Cancel the related service request.

Before you begin

As an HR agent belonging to the Assigned group of an appointment case, assign a case to yourself.

To create an appointment requested by a self-service user

To see the time and date suggested by the employee, review the answers on the Self Service Answers tab or notes in the case Journal.
Create an event in the calendar based on the time and date requested by the self-service user.
Change the status of the appointment case to Closed.
The self-service user receives two notifications related to the service request status change: an in-app notification (on the Updates page in BMC MyIT Universal Client), and an email notification. The new status of the request can be viewed on the Updates page. The request is automatically closed in BMC MyIT Universal Client.

To modify an appointment requested by a self-service user

In the Journal section of the Case Details tab, agree on the time and date of appointment:
1. Add an external note for the self-service user with a suggestion for an alternative time and date.
  The self-service user receives the message from you on the Updates page, and adds a message to confirm the proposed date and time, or proposes a new date and time.
2. Review the new note with answers from the self-service user.
3. Add an external note asking the self-service user to submit a new appointment for the agreed time and date.
Change the status of the case to Canceled.
The request in BMC MyIT Universal Client is canceled. The self-service user creates a new appointment request with the agreed time in the calendar.
Create an event in your calendar based on the time and date requested by the self-service user.
Change the status of the new appointment case to Closed.

To cancel an appointment requested by a self-service user

Change the status of an appointment case to Canceled.
The appointment is automatically canceled in the BMC MyIT Universal Client and in BMC HR Case Management.
Remove the associated event from the Calendar in BMC HR Case Management.