Changing case statuses

To change a case status

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.
   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. Click the status to open the status pane.
6. In the status pane, select the required value in the Status field. 

7. (Optional) Select the reason for changing the case status in the Status Reason field. 
   This field displays a list of reasons for Pending, Resolved, and Canceled statuses.

   Status	Status reason
   Pending	Approval—The assignee needs an approval from the concerned user. Customer Response—The assignee needs a response from the requester of a case. Error—The assignee needs information from the requester about an error. Required Fields are Missing—The assignee needs the requester to provide information for some fields with missing information. Third Party—The assignee needs a third party vendor to perform some actions before the assignee moves the case to the next status.
   Resolved	Auto Resolved—The assignee receives an automated report that the case is resolved. No Further Action Required—The customer reports that the issue no longer exists. Customer Follow-Up Required—The assignee resolved the case, but the customer needs to confirm the resolution. Note: If the Resolution Code and Resolution Description fields are mandatory, you must enter the resolution code and resolution description before changing the case status to Resolved. Even when a case is resolved automatically after the last task is complete, the case agent must provide the resolution code and description for the case. To create a reactive case to report a maintenance issue found during regular preventive maintenance activity, in the Resolution Code field, select Needs Attention and describe the issue in the Resolution Description field. If you want to send resolution notes to the requester, enter the description in the Resolution Description field and select Send Resolution Note to Requester. You cannot send resolution notes to the requester for internal cases and when a service request is not associated with the case. Note: As a case agent, you can resolve a case if all the associated tasks are completed or canceled. The canceled tasks may contain required dynamic data fields with empty values in it.
   Canceled	Approval Rejected—The approver of the case rejected it. Customer Canceled—The requester of the case canceled it.

8. Click Save.

   After you change the status of the case, the assignee of the case is notified about the status change.

   Important

   If you receive the following error, you cannot change the case status:

   [Error (222128): You can't skip configured approval phase.]

   This is because an approval is configured for the skipped case status.

   For example, an approval mapping has a status trigger as Assigned and a case matches with a configured approval. You change the case status from New to In Progress in which you skip the Assigned status and you receive the error. To proceed with the case, you set the case status to Assigned and the configured approval is executed for the case.

If you have resolved a preventive maintenance case by selecting the Needs Attention resolution code, a corresponding, reactive case is automatically created to address the issue found in the preventive maintenance activity. The reactive case is assigned to a case agent based on the case assignment rules configured for the line of business.

Case status for associated actions

If you need to perform an action to proceed with a user issue, you can change the case status to support that action. For example, when you require additional information from the requester of the case, you change the case status to Pending, and update the status reason to Customer Response.

The following table lists the required status change based on actions you can perform on a case:

Video

The following video shows a quick overview of the different status values and how a case transitions through the different statuses:

 https://youtu.be/2idi1NSuJHE