Overview of cases generation

Cases created manually

An end user who does not have access to the BMC MyIT Universal Client, or is unable to submit a request can contact HR support, and request the HR agent to create a case. The HR agent then manually creates a case based on the request by the self-service user, and it is saved in the Cases console of BMC HR Case Management.

A request is created in the BMC MyIT Universal Client only if the requester of a case is a self-service user. Self-service users can monitor progress on their requests in BMC MyIT Universal Client. If a case requester is an end user with no access to BMC MyIT, progress on the request can be monitored on the phone.

Cases created automatically

Cases are automatically created in BMC HR Case Management when a self-service user performs the following actions: 

• Creates a request in BMC MyIT
• Creates a request in BMC MyIT Service Broker
• Creates an appointment request in BMC MyIT Calendar
• Sends an email to the HR support mailbox

Creates a request in BMC MyIT

Self-service users can create requests for HR services by using the BMC MyIT Universal Client. After a request is submitted in BMC MyIT, a corresponding case is created in BMC HR Case Management.

The [expand] macro is a standalone macro and it cannot be used inline. Click on this message for details.
This macro generates standalone content. As a consequence you need to make sure to use a syntax that separates your macro from the content before and after it so that it's on a line by itself. For example in XWiki Syntax 2.0+ this means having 2 newline characters (a.k.a line breaks) separating your macro from the content before and after it.The following video (5:29) walks you through a use case in BMC HR Case Management. In this use case, an employee requests for a maternity leave and the HR agent resolves the request.

https://youtu.be/rU5X0vaCWz0

Creates a request in BMC MyIT Service Broker

Employees can create requests for HR services by using BMC MyIT Service Broker. After a request is submitted in BMC MyIT Service Broker, corresponding tickets are created in the following applications:

• BMC HR Case Management—If a workflow in BMC MyIT Service Broker includes an activity to create a case in BMC HR Case Management.
• BMC Remedy IT Service Management—If a service in BMC MyIT Service Broker includes an activity to create an IT ticket (Incident, Change, or Work Order) in BMC Remedy IT Service Management.

Creates an appointment request in BMC MyIT Calendar

Employees can request an appointment with HR agents by using the HR calendar in the BMC MyIT Universal Client. After the appointment request is submitted, a corresponding case is automatically created in BMC HR Case Management.

Sends an email to the HR support mailbox

A self-service user can send an email requesting HR services to the HR support mailbox. If the HR administrators have configured the HR support mailbox with BMC HR Case Management, cases are automatically created in BMC HR Case Management.