Creating and managing cases
Learn how you can create and manage cases in:
- Case creation options
- Creating cases from the Create Case page
- Creating cases from Quick Case
- Creating reactive cases from preventive maintenance cases that needs attention
- Viewing and updating case details
- Creating related BMC Helix ITSM tickets from cases
- Managing cases in the Cases console
- Viewing and communicating case updates
- Using Ask HelixGPT to get case-related information
- Viewing case activities and adding activity notes
- Changing case statuses
- Associating cases to related items and users
- Working with checklists
- Approving or rejecting cases
- Reassigning cases
- Changing user access to cases
- Selecting a different case template after creating a case
- Requesting for ad hoc approvals for cases
- Reopening cases
- Defining watchlists to receive notifications about case updates
- Moving attachments to employee file from a resolved case
- Sending and receiving documents for digital signature
Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*