Phased rolloutThis documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Moving attachments 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. Moving attachments 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.

Important

When a document attached to a case is moved to the employee file, it is removed from the case and cannot be previewed or downloaded. However, the attachment details are still displayed in the attachment pane of the case for reference.


Related topics

Getting-started-with-Employee-Document-Management

Updating-a-user-profile


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. (Optional) To download an attachment, click the attachment. If the file is of the type .jpeg, .pdf, .png, .txt, or .json, you can preview the file in the preview pane. You can download other file types from the preview pane.
  4. Select the files that you want to move to the employee file.
  5. Click Move to employee file.
  6. Select the document category for each of the selected file.
  7. Click Move.

Troubleshooting

  1. 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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