Adding ad hoc tasks, ad hoc templates, and solutions to a case
A case can be created with or without the primary solution applied to it. If the primary solution is applied to a case, and the case cannot be resolved based on this solution, you need to add one or more automated workflows containing tasks that enable you to resolve a case: ad hoc tasks, ad hoc templates, or secondary solutions.
This topic includes the following sections:
- Overview of automated workflows containing tasks
- Before you begin
- To add an ad hoc task to a case
- To add an ad hoc template to a case
- To add a secondary solution to a case
- Where to go from here
Overview of automated workflows containing tasks
Tasks from primary and secondary solutions, ad hoc templates, and ad hoc tasks are added to the list of tasks on the Tasks tab, and ordered chronologically.
Workflow type | Description |
|---|---|
Primary solution | The primary solution is defined automatically if a case is generated from BMC MyIT, or is added manually by HR agents. You can apply a primary solution to a case by selecting a solution from the Case Type list on the Case Details tab, and saving the case. Click here to view the screenshot...
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Secondary solution | A secondary solution that can be added on the Solutions tab only after selecting the primary solution. You can add only those solutions that are shared with the Data Group you belong to. You can view the details of a solution that is added to a case by selecting a solution, and clicking View Solution. |
Ad hoc task | A single ad hoc task that can be added on the Tasks tab after saving the case in Work in progress status. You can add child and parent tasks. To create child tasks you must have at least one task in the list. |
Ad hoc template | A set of tasks that can be added on the Tasks tab after saving the case in Work in progress status. You can add only those ad hoc templates that are shared with the Data Group you belong to. |
For more information about solutions and ad hoc templates, see Managing-solutions.
Before you begin
- Validate solutions and tasks that you want to add to the case.
- A case must have a status of Work in Progress.
To add an ad hoc task to a case
- On the Cases console, select a case and open it.
- Click the Tasks tab, and click Add Adhoc Task.
- In the Task Instructions field, enter instructions for the task assignee.
- (Optional) To create several child tasks under a parent task, select the parent task.
- Click Save & Close.
To add an ad hoc template to a case
- On the Cases console, select a case and open it.
- Click the Tasks tab, and click Add Ad Hoc Template.
- Search for an ad hoc template, and select it.
- Click Select Solution, and click Close.
To add a secondary solution to a case
- On the Cases console, select a case and open it.
- If no solution is selected in the Case Type list on the Case Details tab, select a primary solution from the list.
- Click the Solutions tab, and click the Add Solution button.
- Search for the solution that you want to add, and select it.
- Click Save & Close.
Where to go from here
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