Enabling mandatory resolution codes and description for cases for your line of business

As a case business analyst, you can make sure that case agents specify the resolution code and resolution description when cases are resolved for your line of business. 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 for your line of business or at the case template level. The value that is configured at the case template level overrides the value that is set at the line of business level.

To make resolution code and description mandatory for resolving cases

1. Log in to BMC Helix Business Workflows.
2. Click Line of Business > Manage Line of Business.
3. On the Application Configurations tab, click RESOLUTION_CODE_MANDATORY.
4. On the Edit configuration page, make the resolution code mandatory for cases by selecting .
   The default value is false.

1. To apply the setting to all associated case templates, select  for Apply change to all case templates in the line of business.
2. Click RESOLUTION_DESCRIPTION_MANDATORY.
3. On the Edit configuration page, make the resolution description mandatory for cases by selecting .
   The default value is false.
4. To apply the setting to all associated case templates, select  for Apply change to all case templates in the line of business.
5. Click Save.

Related topic

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