Enabling mandatory resolution codes and description for cases

As a case business analyst, you can make sure that case agents specify the resolution code and resolution description when cases are resolved. Resolution codes and descriptions are used to link knowledge articles to cases which in turn help to resolve cases quickly.

You can make the resolution code and description mandatory for resolving cases at a global level for all companies in your setup or for specific companies. The value that is set for a company overrides the value that is configured at the global level. You can also select these options at a case template level. The value that is configured at the case template level overrides the value that is set at the global or company level.

To make resolution code and description mandatory for resolving cases

1. Log in to BMC Helix Business Workflows.
2. Click Application Settings .
   The Settings page opens in a new browser tab.
3. Expand Application Configuration > Common Configurations.
4. Select RESOLUTION_CODE_MANDATORY.
5. In the Configuration Values pane, click Add.
6. To configure the setting at a global level, from the Company list, select Global.
7. To configure the setting at a company level, select the company.
   When you select the option at a company level, the Global setting is overridden for that company. For other companies, Global setting is applied.
8. To make it mandatory for case agents to select a case resolution code when resolving the case, select .
   The default value is false.

1. Click Save.

1. Select RESOLUTION_DESCRIPTION_MANDATORY.
2. To configure the setting at a global level, from the Company list, select Global.
3. To configure the setting at a company level, select the company.
   When you select the option at a company level, the Global setting is overridden for that company. For other companies, Global setting is applied.
4. To make it mandatory for case agents to select a case resolution code when resolving the case, select .
   The default value is false.

1. Click Save.

Related topic

Creating-case-templates-and-task-templates