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Cases opened manually by HR agents

If an employee cannot open a case by using the BMC MyIT Universal Client Console, the HR agent manually opens a case on behalf of the employee. For more information, see Creating-cases.

The following diagrams explain the workflow:

HR agent opens a case based on employee's request by phone.png

An appropriate request is generated in the BMC MyIT Universal Client Console only if the employee who requests for an HR service is a case user. Self-service users can monitor the progress on their request in BMC MyIT Universal Client Console.

If an employee who requests for an HR service is not a case user and does not have access to BMC MyIT Universal Client, the progress can be monitored on the phone.

 

 

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BMC HR Case Management 4.6