Changing the case template used to create cases

As a case agent, you can create cases by using case templates. Templates are an easy way to save time by reusing the information that is common to similar types of requests. Templates also provide consistent structure to cases.

For example, you receive frequent requests from employees who want to apply for paid time off. Instead of creating cases by entering the details every time you get the request, you use a case template—Apply for PTO. The case template contains predefined information that is automatically applied to the case when you use the case template.

After you create the case, an employee informs you that instead of a PTO, the employee wants to apply for a voluntary time off. BMC Helix Business Workflows provides you a flexibility to update a case template after you create a case according to your requirement.

Important

  • You can change the template of a case only when the case is in the New or Assigned status. You cannot change the case template after the tasks are activated and the case has moved to the In Progress status.
  • If a case business analyst modifies the labels of default statuses, then the modified status labels are displayed in cases. For more information, see Modifying-the-lifecycle-of-cases-tasks-and-knowledge-articles.

To update a case template

  1. Log in to BMC Helix Business Workflows.
  2. Navigate to Workspace > Cases.
  3. (Version 20.08.01) From the Line of Business list, select the line of business for which you want to update a case.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a case on the Cases workspace, click the required case ID.
  5. On the case details page, click Edit, and perform the following steps:
    1. On the case edit page, click Change Case Template. 
    2. In the Edit Case Template pane, from any of the tabs that are displayed, select the required case template.
    3. Click Apply.
    4. Click Save.

Important

(Version 20.08.01) While changing the case template of a case, if you select a template from another line of business, the line of business of the case is changed. The line of business of the template is applied to the case.

Results of updating a case template

The following table lists and describes the results that a template change leads to:

Part of a case

Result

Task

Tasks from new template replace tasks in the existing case.

Service target

When the case meets the start condition for the service target measurement, new service target is added to the case.

Field value

Field values from the new template overwrite the field values in the case, except the Summary and Description fields. 
Important: Only if a case agent enters the summary of the case, after you change the case template, the summary from the new template does not overwrite the summary of the current case.
Also, if the support group and assignee are not specified in the new template, you have to add the assignment details in the case. Only after you specify the assignment details, you can save the case.

Case status

A case status is set to the value that is defined in the new template. Case status transition starts based on the new status.
Important: A case status transition from Assigned to New is valid only when you change the case template. If the status of the current case is Assigned and the case status in the new template is New, after you apply the new template, the case status changes to New.

Approval mapping

New approval mapping is applied to the case based on the new field values and case status defined in the new template. The approval process associated with the new template triggers only when the case status matches the value of the Status Trigger field in the approval mapping.

Case activity feed

Note for case template change is automatically added in the activity feed of the case.

Dynamic fields

Dynamic fields from the new template are added to the existing case. Dynamics fields from the earlier template that have values are retained in the existing case.

Important: Dynamic fields from the new case template are displayed in the case only after you save the case. The fields are not displayed when the case in in edit mode.

Related topics

Changing-case-statuses

Updating-tasks-and-tracking-progress

Communicating-case-updates