Case lifecycle
After a case is generated in BMC HR Case Management, it is processed and resolved by an HR agent. A case changes its status during the following lifecycle stages:
- During initiation, a case is created and assigned to an HR agent. If a case is created manually or via email, it is in Draft status, and when it is created automatically—it is in Assigned status.
- During execution, a case status changes to Work in Progress. During this stage, a case status can also change to Pending, and the execution of a case can return to the Initiation stage.
- During closure, a case changes its status to Cancelled, Resolved, or Closed.
This topic describes the default lifecycle of a case, which can be modified in the System Settings console. There is a difference between lifecycle of a case in BMC HR Case Management version 4.7 and 4.7.01, described in the following sections:
Lifecycle of a case in 4.7.01
In version 4.7.01 the final status of a case is Closed—an HR agent does not need to do any other work related to the case, such as review the survey results. Cases are closed manually, or automatically—in 14 days after they are in Resolved or Cancelled status.
The following diagram shows a lifecycle of a case in version 4.7.01:
Case requester, and a user on behalf of whom the case was created receive email notifications when the following events happen:
- A case is submitted
- A case is resolved
- A case status has changed.
HR agents belonging to an Assigned Group of a case receive notifications when a case is assigned to this group.
A case assignee receives a notification when it is assigned. If a case is reassigned to another HR agent, a new assignee receives a notification.
Lifecycle of a case in 4.7
In 4.7 the final status of a case can be one of the following:
- Resolved—when some work was done on the case
- Closed—when some work was done on the case, and an HR agent does not need to do any other work related to the case, such as review the survey results.
- Cancelled—when no work was done on the case, or the case is invalid, and was incorrectly submitted.
The following diagram shows a lifecycle of a case in version 4.7:
Where to go from here