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

Selecting a different case template after creating a case

BMC Helix Business Workflows provides you the flexibility to select a different case template after you create a case. A case agent can select a different case template only for cases in the New or Assigned status.

Scenario

At Apex Global, Rita receives frequent requests from employees who want to apply for paid time off. Instead of entering details to create a new case every time, Rita uses a case template—Apply for PTO. The case template contains predefined information that is automatically applied to the case when the case template is used. After Rita creates a PTO case, an employee informs her that instead of a PTO, the employee wants to apply for voluntary time off. Rita changes the case template to Voluntary time off and the case is reassigned to the appropriate support group and case agent.

Related topics

Changing-case-statuses

Updating-tasks-and-tracking-progress

Communicating-case-updates

Before you begin

Before you select a different case template for a case, make sure that:

  • The case is in the New or Assigned status. You cannot change the case template after the tasks are activated and the case has moved to the In Progress status.If a case business analyst modifies the labels of default statuses, the modified status labels are displayed in cases. For more information, see Modifying-the-lifecycle-of-cases-tasks-and-knowledge-articles.
  • You have access to the case template that you want to change to.

To select a different case template after creating 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.
  4. To open a case on the Cases workspace, click the required case ID.
  5. (Optional) To view the case on a separate tab, right-click the case and click Open link in new tab.
  6. On the case details page, click Edit, and click Change Case Template. 
  7. In the Edit Case Template pane, from any of the tabs that are displayed, select the required case template.
  8. Click Apply.
  9. Click Save.

To reassign a case to a different line of business

If a case is created in a line of business and must be moved to a different line of business, you can move it by selecting a case template from the other line of business. When you select the case template, the case is transferred to the other line of business. The case is reassigned to the correct support group from the other line of business.

Scenario

At Apex Global, a case is created for the Encashment of leaves under the HR line of business. Jacob, a case agent, moves the case to the Finance line of business by selecting the Leave encashment case template that is specific to the Finance line of business in Apex Global. The case is reassigned to the Finance - Payroll Support group and to the appropriate case agent in the group. The case agent resolves the case quickly by providing the appropriate leave policy documents.

  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 from which you want to reassign a case.
  4. To open a case on the Cases workspace, click the required case ID.
  5. On the case details page, click Edit, and click Change Case Template. 
  6. On the All Templates tab, select the Line of Business.
    Selecting the line of business
  7. Select the required case template.
  8. Click Apply.

Results of selecting a different case template for a case

The following table lists and describes the results that a template change leads to:

Results of changing the case template

Important

  • If the support group and assignee are not specified in the new template, you must add the assignment details in the case. Only after you specify the assignment details, you can save the case.
  • A case status transition from Assigned to New is valid only when you change the case template. If the status of the current case is Assigned and the case status in the new template is New, after you apply the new template, the case status changes to New.
  • Dynamic fields from the new case template are displayed in the case only after you save the case. The fields are not displayed when the case in in edit mode.