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
- Open the Cases console.
- Click New.
On the Case Details tab, complete the required fields in the Details, Classification, and Primary Assignment sections described in the following table:
Field
Required
Description
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:
- 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.
- Select a case requester from the list of search results.
The Challenge Questions dialog box containing user profile details is displayed. - Validate the user by confirming the answer to the challenge question:
- Click Validated.
- Select Continue with New Case.
The icon next to the Requester changes to
—the contact name has been validated with a challenge question.
- If the user failed to answer the challenge question, perform the following steps:
- Click Not Validated.
- Select Continue with New Case to return to the case form.
- Click Close.
The icon next to the Requester remains
—the contact name has not been validated with a challenge question.
Email Address
Optional
These 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
Optional
These 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
Optional
By default, Requester receives notifications about the case. You can change the notification preference to: On Behalf Of, Both, 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 Me
Optional
Assigned Group
Required
Select a group to which you want to assign the case.
Assigned Individual
Optional
Select an employee to whom you want to assign the case.
Note: You can select an employee belonging only to the selected assigned group.
- Click Save & Close.
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