Enabling case agents to reopen a case

By default, a case agent or a requester can reopen a resolved case within five days. A case business analyst can configure the number of days, up to 90, within which a resolved case can be reopened. Case agents with write access to the case can reopen the case or a requester can reopen the case from the service request in BMC Helix Digital Workplace Advanced. When a case is reopened, notifications are sent to the case assignee and the requester.

To enable the reopening of resolved cases

1. Log in to BMC Helix Business Workflows, and click Settings .
2. Select Line of Business > Manage Line of Business.
3. On the Application Configurations tab, click CASE_REOPEN_TIMELINE_IN_DAYS.
4. On the Edit configuration page, enable the reopening of cases by selecting .
5. From the Configuration Value drop-down list, select the number of days during which a case can be reopened after it is resolved.
   The default value is 5. You can select from the range of 1-90.
6. To apply the setting for all templates, select  for Apply change to all case templates in the line of business.
7. Click Save.

To enable the option in case templates to reopen resolved cases 

1. Log in to BMC Helix Business Workflows.
2. Click My Applications Settings .
3. Select Case Management > Templates.

4. From the Case Templates page, open the required template. 

   Important

   To modify a template, it must be in Draft or Inactive status.

5. Click Edit.
6. In the Allow Case Reopen field, select Yes.
7. In the Reopen Timeline Days field, enter the number of days during which the case can be reopened after it is resolved.
8. Save the template.
   A case agent can now reopen a case created by using this template after it is resolved, but only within the time period defined in the configuration. 

Related topics

Reopening-cases

Creating case and task templates