Case creation options
The following image shows the different ways in which cases are created:
The following table further describes how end users report a case, how agents respond to a case, and the result of that activity.
Case requester | Case agent | Result |
|---|---|---|
Sends an email for a request | NA | Case is displayed in the Cases console. |
Calls in from an integrated phone system |
| Quick Case opens with prepopulated information about the requester. |
Calls in from a phone system that is not integrated |
OR
| Case is created with the defined details and if applicable, with dynamic fields from the templates. |
Requests for a service through other means, such as a walkover |
| |
Creates a request in BMC Helix Digital Workplace Advanced | NA | Corresponding case is created automatically in BMC Helix Business Workflows. |
Raise service requests through an external source, such as an API | NA | |
Raise service requests through a schedule for recurring cases | NA | Case is automatically created by the system by using the case template and information provided in the schedule. The case is displayed in the Cases console. |
Raise service request through an external email | NA | Corresponding case is created automatically in BMC Helix Business Workflows. No service request is created, and a note is displayed on the Activity tab. |
When requester identity validation is enabled, you must validate the user before creating the case. It provides an additional level of security by ensuring that:
- The requester is an actual employee and not a fraudulent person.
- Sensitive information like employee bonuses, benefit policies and so on is not being shared with a fraudulent person.
Where to go from here