Case management
In BMC Helix Business Workflows, a case agent creates cases. Case agents and case managers manage cases. Cases are requests made by users to ask for services. Case agents assign the cases to other users to complete work on them and to provide the requested services.
Creating cases
Cases are created in BMC Helix Business Workflows through the following ways:
- Using the Quick Case page
- Using the Create Case page
- Sending an email
- Creating a service request in BMC Helix Digital Workplace
- Using an API
Learn more about the different options to create cases in Case-creation-options.
Managing cases
Case agents and case managers can create and manage cases. Some of the actions that case agents and case managers can complete are as follows:
- View and update cases
- Approve and reject cases
- Reassign and reopen cases
- Change user access to cases
The following table lists the topics that provide more information about cases:
Action | Reference |
|---|---|
Learn how to create a case using the Quick Case option. | |
Learn about the different statuses that cases go through in their lifecycle. | |
Learn how to manage cases through emails. | |
Learn how to assign cases to support groups across your company. | |
Learn how to configure automatic case assignment. | |
Learn how approvals work for cases. |