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

Moving files to employee file from a resolved case

As a case agent, you can move the documents that are attached to a case or task to the employee profile. The employee file contains all documents related to that employee or requester. The option to move files to the employee file is available only after a case is resolved.

While moving the documents to the employee file, you can select the category and subcategory for the document. After the documents are moved, you can view all the documents on the Related Documents tab of an employee file. Learn more about the employee file in Updating-a-user-profile.

Related topics

Before you begin

You must meet the following requirements to move documents to the employee file:

  • Have read or write access to the case
  • Belong to the case support group

Learn more about the default roles and permissions in Roles-in-BMC-Helix-Business-Workflows. Learn about support groups in Assign-cases-to-support-groups-across-companies.

To move files to the requester employee file

  1. Open a resolved case.
  2. Click Attachments.
  3. Select the files that you want to move to the employee file.
  4. Click Move to employee file.
  5. Select the document category for each of the selected file.
  6. Click Move.

Troubleshooting

If you cannot move the documents to the employee file, check the following items:

  • Make sure that the administrator has created the employee document configuration data such as document category, retention policy, document access policy.
  • The case is resolved.

 

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