Tracking activity updates in cases and knowledge articles for your line of business
Case business analysts can configure the Modified Date and Modified By fields to be updated for activities on a case or knowledge article. When a case agent or requester adds a comment or sends an email, the case agent who is working on those cases and knowledge articles can track the updates and take appropriate actions.
Activities that are considered as updates
The following activities are considered as updates to case, task, or knowledge articles:
Entity | Activity |
|---|---|
Case |
|
Task |
|
Knowledge article |
|
To configure the Modified Date and Modified By field values to be updated for cases and knowledge articles
To update the Modified Date and Modified By field values for certain activities, case business analysts must enable the UPDATE_PARENT_ON_NEW_ACTIVITY setting. The setting is disabled by default and can be enabled for your line of business.
- Log in to BMC Helix Business Workflows as a case business analyst.
- Click Line of Business > Manage Line of Business.
- On the Application Configurations tab, click UPDATE_PARENT_ON_NEW_ACTIVITY.
- On the Edit configuration page, enable the updating of the Modified Date and Modified By fields by selecting
.
The Modified Date and Modified by for cases, tasks, and knowledge articles will be updated for any social activities. - Click Save.
Case agents can now track the updates to cases and knowledge articles based on the Modified Date and Modified By fields.
Related topics
Viewing-and-updating-case-details
Updating-tasks-and-tracking-progress
Associating-cases-knowledge-articles-and-related-users-to-cases
Providing-feedback-for-improving-the-quality-of-knowledge-articles