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This documentation supports the 25.1 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Creating reactive cases from preventive maintenance cases that needs attention

While resolving a preventive case, a case agent can quickly report an issue that occurred during maintenance activity by selecting the resolution code and adding a description of the issue in the resolution. A reactive case is then automatically created to address the issue. The reactive case will be automatically related to the preventive case and vice versa, and the resolution description from preventive case is added as the description in the reactive case, making it easier to track the issue.

Important

This is applicable for preventive cases that has the source as Scheduler.

Related topics

Changing-case-statuses

Reopening-cases

Example

Bob, a case agent is working on a case created by a schedule for the monthly maintenance of an air conditioner. While servicing the air conditioner, Bob notices that the filter is broken and it needs to be replaced. Bob resolves the preventive maintenance case by using the Needs Attention resolution code and adds a brief description of the problem indicating a broken filter in the resolution description. A reactive case is automatically created to replace the broken filter in the air conditioner and it is automatically related to the preventive case and vice versa, making it easier for the case assignee to track the issue.  

To create a reactive case from a preventive case

As a case agent, trigger the creation of a reactive case while resolving a preventive case by using the Needs attention resolution code. The resolution code is configurable. Learn how to configure a custom resolution code in Using-the-content-use-case-for-creation-of-reactive-case-from-preventive-case-for-a-line-of-business.

  1. From the Cases workspace, open the required case.
  2. To open the status pane, click the status of the case.
  3. In the Update Status pane, in the Status field, select Resolved.
  4. In the Status Reason field, select the reason for changing the case status.
  5. In the Resolution Code field, select Needs Attention.
  6. In the Resolution Description field, describe the maintenance issue that needs to be addressed.
  7. Click Save.

Results

The preventive maintenance case is resolved and a reactive case is automatically created. The information about the creation of the reactive case is added to the activity feed. The reactive case is assigned to a case agent based on the case assignment rules configured for the line of business.

The following image shows the preventive case and the reactive case and how some information from the preventive case will appear in the reactive case:

22_1_05_ReactiveCaseDetails.jpg

Item

Description

image2022-12-17_16-25-38.png

The preventive case ID and summary appear in the reactive case summary.

image2022-12-17_16-36-0.png

The resolution description added while resolving the preventive case is displayed as the description in the reactive case. 

image2022-12-17_16-41-16.png

  • The source of the preventive case is Scheduler.
  • The source of the reactive case is Case.

image2022-12-17_16-44-9.png

The reactive case is related to the preventive case and vice versa, with the relationship type Created and Created from.

 

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