Working on cases

In BMC HR Case Management, a newly created case record can be accessed from the Cases console. An HR agent assigned to a case or somebody from an HR group assigned to a case, must process a case in accordance with its SLA and priority.

When a new case is assigned to an HR agent or HR group, notifications are sent to the following users:

HR agent assigned to a case is notified about the assignment in the following ways:
- Receives a notification in the Assignments category in the Messages console
- Receives an email notification—applicable starting from version 4.7.01
HR group assigned to a case receives an email notification—applicable starting from version 4.7.01.

HR agents who have access to a case can assign it to themselves, and process it:

In BMC HR Case Management 4.7, only those HR agents who belong to the assignment group of a case can process a case
In BMC HR Case Management 4.7.01, any HR agent in the organization can process a case if it is not locked.

An HR agent can perform the following tasks when working on cases:

To view details of a case

In the Cases console, search for a case.
Open the Case form in one of the following ways:

Double-click a case to open it
Select a case, and click Modify.

The case that you are creating or modifying, opens on a new tab. The Cases console remains opened in the browser window.

To modify a case

While working on a case, you can modify details of a case, a case status, add notes to a case, and so on. Each time you modify a case, you must save the changes.

In the Cases console, search for a case.
Select a case from the results table, and click Modify.
In the Case form, change the details of the case by performing the following steps:
1. Enter the Edit mode of the Case Details tab, click Edit.
2. Modify the case details as desired.
  Tip
  You can return to the Summary view of the Case Details tab by clicking Summary .
3. Click Save & Close .

To assign and reassign a case

You can assign or reassign a case in one of the following ways:

In a Case form: complete the Primary Assignment section on the Case Details tab, and click Save & Close.
In the Cases console:

1. Search for a case and select it.
2. Click Assign, and assign a case to one of the following users:
  - Yourself by clicking Assign To Me
  - Another HR group by selecting the Assigned Group
  - Another HR agent by selecting the Assigned Individual.
3. Click Update.

To resolve a case

In the Cases console, search for a case.
Select a case from the results table, and click Modify.
Assign a case to yourself if it is not assigned to you .
On the Case Details tab, change the case status to Work In Progress.
On the Tasks tab, review the tasks and perform the necessary steps to complete them .
(Optional) Perform other actions that you might need to perform to process a case.
Change the case status to Resolved .

Notes

You can resolve and close a case only when all tasks are completed
In version 4.7.01, when a case is in Resolved status , you can change its status to Closed .
In version 4.7, when a case is in Resolved status, you cannot change the status .

The following table describes actions that you might need to perform to process a case:

Actions	Tab on a Case form	Description	Reference topic
Add external or internal comments to a case Send an email containing information about a case Attach documents to a case	Case Details	You can perform these actions in the Journal section on the Case Details tab.	Adding-entries-to-a-case-journal
Add adhoc tasks to a case Add a set of tasks generated from an adhoc template to a case Work on tasks	Tasks	This tab displays tasks if you selected a solution for this case and if a case is in progress.	Adding-ad-hoc-tasks-ad-hoc-templates-and-solutions-to-a-case
	Tasks		Working-on-tasks
View items related to a case Add items related to a case Remove related items from a case	Related Items	This tab displays the following details related to a case: Related solutions Assigned individual Requester, and on behalf of user—if specified in a case	Adding-related-items-to-a-case
Add secondary solutions to a case View details of solutions added to a case	Solutions	This tab displays all solutions used in a case.	Adding-ad-hoc-tasks-ad-hoc-templates-and-solutions-to-a-case
Provide access to a case for an HR agent or a group Disable access for a HR agent or a group Lock and unlock cases for all HR agents	Case Access	This tab displays who (user, user group) has access to the case. You change the case access by using this tab.	Modifying-case-access
View service level agreements (SLAs) for a case	SLAs	The tab displays SLAs only if the SLAs are applied to a case.	Viewing-case-SLAs
Approve a case Reject a case Put a case on hold	Approvals	The approval options are active if approval conditions are triggered and if you are assigned as an approver of a case. You can also view who is the case approver.	Approving-cases
Review eForms submitted by employees Modify the submitted eForms Complete the added eForms	eForms	The tab displays eForms completed by the following users: A self-service user as a part of a service request submission An HR agent working on a case as part of an eForm task completion when a solution containing an eForm task is attached to a case. After an eForm task is completed on the Tasks tab, the submitted eForms are available on the eForms tab. An HR agent who added an eForm	Working-with-eForms
View the answers of a self-service user entered during the service request submission View the confidential answers of a self-service user	Self Service Answers	This tab displays answers entered by a self-service user to questions in a request form available in BMC MyIT Universal Client. The questions in a service request template are based on a solution with questions.	Self-service-answers