Associating cases, knowledge articles, and related users to cases

A case agent creates cases for various employee requests such as, PTO request, request for spot bonus, request for benefits policy, need access to OneDrive, need to replace laptop, and so on. In certain cases, such as request for benefits policy, a case agent might need some reference information to find the policies that are applicable to an employee. 

BMC Helix Business Workflows provides case agents the flexibility to refer to information that is related to a case by associating the information with the case. While working on the case, case agents can associate related cases, reference knowledge article, similar cases, and related users to the case.

A case business analyst can configure the Modified Date and Modified By fields of a case to be updated for certain activities. For example, when a requester adds a comment, the Modified Date and Modified By fields of the case are updated.

To associate relevant items to a case

  1. Log in to BMC Helix Business Workflows. 
  2. Navigate to Workspace > Cases.
  3. From the Line of Business list, select the line of business for which you want to update a case.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a case on the Cases workspace, click the required case ID.
  5. Add or associated related items on the case details page.
    The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.

To add related cases to the case

  1. On the Related Cases tab, click Add Case.
    A list of cases that you have access to is displayed.
  2. In the Add Related Cases dialog box, in the Select Case section, select the cases that you want to associate with the case and click Next. 
    You can use icon_filter.PNG to refine the listed cases, based on different criteria.
  3. To preview a case, click the Case ID of the case from the list.

  4. In the Add Relationship section, select a Relationship Type for the users. The following relationships are provided out-of-the-box:

    • Child
    • Duplicate
    • Related to

    If you selected multiple cases, the selected relationship type is applied to all the cases. 

  5. Click Save.
    The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.
  1. You can remove a related case by clicking icon_deleteRelated.PNGfor the listed case.

To add a related employee to the case

  1. On the Related Person tab, click Add Person. 
    A list of users belonging to your company is displayed.
  2. In the Add Person dialog box, in the Select Person section, select the users you want to associate with the case, and click Next.
    You can use icon_filter.PNG to refine the listed person records, based on different criteria. 
  3. To preview a user's profile, click the user's name. 
    You can also navigate to the profile from the preview page.
  4. In the Add Relationship section, select a Relationship Type for the users. The following relationships are provided out-of-the-box :
    • Dependent of
    • Former Manager
    • Guardian
    • Parent
    • Student 
      If you selected multiple users, the selected relationship type is applied to all the users.
  5. Click Save.
    The users are displayed on the Related Persons tab of the case with the relationship type you selected. 
    The case is added to the Related Cases tab of the selected users' Person Profile.
    The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.
  1. To view the updates to the related user's profile, click the user's name on the Related Persons tab.
  2. You can remove a related person by clicking icon_deleteRelated.PNGfor the listed case.

To associate similar cases or relevant knowledge articles to a case

The Resources tab enables you to view and access relevant articles and similar cases in one location. While working on the case, you can refer to the cases or articles to resolve the case.

  1. On the case details page, click the Resources tab.
  2. To associate similar cases:
    1. Under Similar cases, a list of cases with similar summary information is displayed. Click a case to preview it.
    2. (Optional) To view a case on a separate tab, right-click the case and click Open link in new tab.
    3. If the case is relevant to your current case, associate Pin icon.png it to the case.
      The pinned cases are displayed on top of this list.
  3. To associate related knowledge articles:
    1. Under Knowledge Articles, a list of relevant knowledge articles that contain phrases similar to a case summary is displayed. Click an article to preview it.
    2. (Optional) To view a knowledge article on a separate tab, right-click the knowledge article and click Open link in new tab.
    3. To narrow down the search results by using filters, click Advanced search options.png, then click Advanced category.png, and use any of the filters that are displayed. 

    4. To revert to the default list of knowledge articles, click Back option.png.

      For details, see Knowledge-article-search.

    5. If the information provided in a Knowledge Article is relevant to the case, associate Pin icon.pngit to the case.
       When you open the case again, the pinned articles are displayed on top of this list.

      The Modified Date and Modified By fields of the case are updated if a case business analyst has enabled the configuration.

      For a list of possible actions on knowledge articles, see Providing-feedback-for-improving-the-quality-of-knowledge-articles.

Related topics

Developing-knowledge-articles

Updating-a-user-profile-to-add-notes-or-observations-and-related-users

Adding-a-relationship-type-for-users-or-cases

Tracking-activity-updates-in-cases-and-knowledge-articles-for-your-line-of-business