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Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Data in Reactive case content use case

BMC Helix Business Workflows provides the Reactive case content use case in BMC Sample Facilities line of business. This can be used for the automatic creation of reactive case from a preventive case whenever an issue is found during the preventive maintenance activity. This content use case is a ready-to-use set of process, rule, flowset, resolution code, and case-to-case relationship that makes processing of the end-to-end use case easier.

As an administrator, you can reuse the Reactive case content use case in your line of business as is, or you can customize the objects in the Reactive case content use case according to your line of business.

Related topics

Reactive case content use case objects

The following image shows the objects of reactive case content use case:

The reactive case content use case includes Flowset, Rule, Process, Resolution code, and Case to case relationship.  

Warning

Important

To use the the Reactive case content use case for the creation of reactive case from preventive case on case resolution, copy the content use case from BMC Sample Facilities line of business to your line of business. In BMC Sample Facilities line of business, the Reactive case content use case contains only Flowset and Process. You must create a resolution code and case to case relationship for your line of business to include them in the use case.

The following table describes the objects in the Reactive case content use case that are required for the automatic creation of reactive case from preventive case:

Object type

Name

Object Fully Qualified Name (FQN)

Available in BMC Sample Facilities line of business (Yes/No)

Description

Flowset

Facility

NA

Yes

When the preventive case is resolved with the Needs Attention resolution code, the Facility flowset calls the Reactive case process and initiates the reactive case creation.

Rule

BMC Sample Facility - Reactive Case - Set Flowset for Preventive Case

com.bmc.dsm.case-lib:BMC Sample Facility - Reactive Case - Set Flowset for Preventive Case

No

Sets the following flowset details for preventive cases that has Origin = "Scheduler" AND Line of Business = "bmc-sample-facilities":

flowset ID = "bmc-sample-facilities-Facility" and Flowset Name = "Facility"
Warning

Important

This is not required if the preventive case template already has the Facility flowset configured.

Process

Reactive Case - Create Case on Needs Attention Resolution

com.bmc.dsm.lob.bmc-sample-facilities:Reactive Case - Create Case on Needs Attention Resolution

Yes

The process is initiated by the Facility flowset on Status change function. It creates a reactive case with Category tier 2 as Restore when a preventive case is resolved with the Needs Attention resolution code. 

The following information in the reactive case is derived from the preventive case:


    • Category Tier 1, Category Tier 3, and Category Tier 4.
    • Company, Requester, and Location details, such as Region, Site Group, and Site.
    • Resolution notes from the preventive case is used as the description of the reactive case.
    • Summary of the preventive case is used as the summary of the reactive case prefixed with Created from <Preventive case ID>.

Resolution code

Needs Attention

-

No

Used in the process to validate whether a reactive case should be created or not.

Case to Case Relationship

Created - Created from

-

No

Used to create a relationship between the preventive case and the reactive case.


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BMC Helix Business Workflows 22.1