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

Viewing case activities and adding activity notes

While working on a case or viewing a case, you can track the case activities and add activity notes to the case. Activity notes provide additional information of a case such as details about resolving the case, communication details with the requester of the case, and so on. You can view and track all the activities performed on a case on the Activity tab on the case details page. To view case activities, you must have read or write access to the case.

You can perform the following actions on the Activity tab of a case:

  • View the name of the agent who made the update and the action performed by the agent.
  • View the status changes, assignment changes, case access changes, number of case views per user, access to confidential data, priority changes, and so on.
  • View case status updates, and activities with the time stamp in MMM-DD, YYYY.
  • View information such as public notes, email, and so on. 
  • View feedback provided by an user who submitted a service request by using BMC Helix Digital Workplace Advanced application.
  • Filter case activities by using the available filters.
  • Search the activities performed by a particular agent.

Related topics

To view case activities and survey feedback

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Cases.
  3. From the Line of Business list, select the line of business for which you want to view case activities.
    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. On the case details page, click the Activity tab. 
    The latest activity in the case is displayed at the top. A time stamp is displayed in MMM-DD, YYYY below the case activity and also upon hover.
  6. (Optional) To filter case activities, click Filter, from the Case filtering options, select the desired options such as Status Change, Emails, Case Views, and so on, and click Apply.
    The following figure shows the filtering options:
    20.02_filter case activities.png
  7. (Optional) To filter activity notes marked as public, click Filter, from the External Visibility filtering option, select the Public check box, and click Apply.
    When a case is created for a request that is submitted by using BMC Helix Digital Workplace Advanced, the details provided by the requester are added as a public activity note. You can view such details by using the External Visibility filtering option.
    The following figure shows the External Visibility filtering option:
    20.02_filter public case activities.png

  8. (Optional) To perform a search to view the updates made by a particular agent, click Filter, select the Author check box, enter the name of the agent, and click Apply.

    The following figure shows the search option:
    20.02_search case activities.png

    Important

    You cannot add more than one agent in the search criteria.

  9. (Optional) If the case is created through a BMC Helix Digital Workplace Advanced service request, to view a survey feedback submitted by a user, click View Survey Information.
    You can view the survey ratings, questions, and answers in the survey information. 
    If the survey does not contain any questions or if an answer is not included for a survey question, the survey questions are not displayed in the survey information.

    Important

    You can view a survey feedback on a case Activity tab only if a case business analyst enables the display of survey feedback configuration in BMC Helix Business Workflows and a user has submitted survey feedback in BMC Helix Digital Workplace Advanced.

    A case business analyst can configure the Modified Date and Modified By fields to be updated for a case when a note or comment is added to the case. These updates help case agents to track the changes to the case.

  10. (Optional) If a case is created through a chat session, to view the chat transcript and attachments from the chat transcript, on the chat details, click View Details. 
    The chat transcript and attachments are displayed. You can download an attachment in the chat transcript. The following figure shows the option to view a chat transcript:
    20.05_view_chat_transcript.png

You cannot perform the following actions on the Activity tab:

  • Modify the order in which the case activity details are displayed.
  • Disable or enable auditing on the fields that are displayed in the case activities.

To add activity notes to a case

  1. Log in to BMC Helix Business Workflows.
  2. Select 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.
  1. To open a case on the Cases workspace, click the required case ID.
  2. On the case details screen, click the Activity tab, and click Add a note text box.
    Any text that you add is automatically spell checked. The spell check option is enabled by default. You can disable the spell check if you do not want the text to be checked.
  1. Click Notes Template, from the template list, select the template that you want to use, and click Apply.
    The following figure shows an example template list:
    1908_select notes template.png

  1. Enter details in your activity note and click Post.
    By default, your note is marked as private.

    Important

    • In an activity note, you can mention a person by using an annotation such as @<agent name>. You can tag only those users that have a login ID. After you post the note, the person you tag receives an email, an alert, or both, based on the notification configuration in Foundation data.
    • If you tag a case requester, a case assignee, or a person who is added as a contact while creating the case, the requester, assignee, and person added as contact do not receive any notifications. You can use public notes to send notifications to a requester or a person added as contact.
    • If a person mentioned in an activity note does not have access to a case, the person cannot access the case.

  2. (Optional) To mark your note as public, select the Public check box.
  3. (Optional) To attach files to your notes, click Attach. 

A case business analyst can configure the Modified Date and Modified By fields to be updated for a case when a note or comment is added to the case. These updates help case agents to track the changes to the case.

 

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