Creating and updating cases

In BMC Helix Business Workflows, when an employee requests for a service in a line of business, as a case agent, you create a case to log the request. While creating the case, you enter various details in the case like description, priority, categorizations, support group and the assignee who works on the case, and so on. When you create the case, it is the start of the case lifecycle. Throughout the case lifecycle, you can change the case status to reflect the progress of the case. 

When you work on the case, you can take multiple actions on it like updating the case details, adding tasks to the case, associating relevant information with the case, and so on. The results of these actions help you to proceed with the case.

For example, you create a case for an employee who requests for the information about benefit packages in a line of business. After you create the case, you associate a knowledge article on benefit packages to it. Also, you add a task to the case to verify which benefit packages are applicable to the employee.

The following results of your actions on the case, help you to resolve it:

  • By associating a knowledge article with the case, you associate additional information with it. Whenever required, you or other agents who have access to the case, can refer to the information in the article.
  • By adding a task to the case, you ensure that you focus on one action at a time as defined in that task.

The following figure illustrates the flow of creating and updating a case:

Creating and updating cases-Example.png

The following topics provide more details about creating a case and the actions that you can take on the case:

Action

Reference

Understand the different options through which you can create cases.

Create cases from the Create case page.

Create cases from the Quick Case page.

Refer to information about a case to proceed with the case or to change the case details like category, priority, summary, and so on.

  • Split a case into multiple tasks and execute each task separately.
  • Change the status of a task to reflect its progress.

Get an approval for a task or view pending approval details.

Associate information that is related to the case so that you can refer to the information while working on the case.

Share or receive information that is related to a case with other agents or employees.

Change the status of a case to reflect its progress.

Get an approval for a case or view pending approval details.

Change the template of a case after you create the case in certain situations like employee changes the request or a latest template is available for the case.

Reassign a case to a support group or assignee if the earlier assignee is not available or the support group of the assignee is changed.

Provide additional users with access to a case or to remove a user access.

View the history of a case to analyze who made what changes to the case and when.

Add attachments to a case or task, and manage the attachments.

Receive updates about status or assignment changes to a case by adding a case to the watchlist.

Reopen closed cases that might be accidentally closed or those that need additional work to be done.

Update the profile of a user by adding notes or observations.

Assist users through Live Chat to resolve their queries.

Send and receive documents for digital signing from within a case.