Enabling automatic resolution of cases
As a case business analyst, you can enable automatic resolution of cases on completion of the last task so that cases are resolved automatically. You can enable automatic resolution of cases at global level for all companies, at company level for a specific company, or at case template level.
Automatic case resolution methods
You can enable or disable automatic resolution of cases on the completion of the last task in the cases by using one or a combination of the following methods:
Method | Description |
|---|---|
By defining automatic resolution of cases in case templates | This method applies to cases that are created by using case templates. You can enable automatic resolution of cases in a case template so that cases created by using the case template are resolved automatically. For information about how to enable automatic resolution of cases by using case templates, see Creating-case-templates-and-task-templates. |
By defining automatic resolution at global level | This method applies to cases that are created without using case templates. You can enable automatic resolution of cases at global level so that all the cases that are created without using case templates are resolved automatically. For information about how to enable automatic resolution of cases at global level, see To enable automatic resolution of cases. |
By defining automatic resolution at company specific level | This method applies to cases that are created without using case templates. You can enable automatic resolution of cases for a company so that all the cases that are created without using case templates for the company are resolved automatically. For information about how to enable automatic resolution of cases at company specific level, see To enable automatic resolution of cases. |
For example, a case business analyst wants to define automatic resolution of cases at a case template level. The case business analyst wants to enable automatic case resolution for Paid Time Off (PTO) cases that are created by using the Apply PTO case template. While creating the case template, the case business analyst selects the option for resolving cases automatically on completion of the last task. The case business analyst then verifies that a case for applying PTO is resolved automatically after the last task in the case is complete.
To enable automatic resolution of cases
By default, automatic resolution of cases that are created without using case templates is disabled at global level and the default configuration is applies to all companies. You cannot edit the default configuration. If you do not want to use the default configuration, you must add a new configuration. To add a configuration to enable or disable automatic resolution of cases that are created without using case templates, perform the following steps:
- Log in to BMC Helix Business Workflows.
- Click My Application Settings
.
The Settings page opens in a new browser tab. - Select Application Configuration > Common Configurations.
- Click RESOLVE_CASE_ON_LAST_TASK_COMPLETION.
In the Configuration Values of RESOLVE_CASE_ON_LAST_TASK_COMPLETION section, click Add, and fill the following fields:
Field
Action
Configuration Value
To enable the configuration, click
.
To disable the configuration, click
.Company
To enable the configuration for a specific company, select the company.
To enable the configuration at a global level, select Global.- Click Save.
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