Viewing and communicating case updates

Ways to communicate case updates

A case agent can communicate case updates in the following ways:

Scenarios

Case details that you can view on the Activity tab

The following image shows the case details that you can view on the Activity tab:

To view activity updates and add notes

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 console, click the required case ID.
5. On the case details page, click the Activity tab.

6. (Optional) To filter case activities, click Filter, from the Case filtering options, select the desired options such as Status Change, Emails, Case Views, and so on, and click Apply.
   

   Item	Description
   1	Options to filter cases
   2	Option to filter by a user making the updates

   The latest activity in the case is displayed at the top. A time stamp is displayed in MMM-DD, YYYY HH:MM format for each case activity.

7. To add a note, click the Add a note text box.
   Any text that you add is automatically spell checked. The spell check option is enabled by default. You can disable the spell check if you do not want the text to be checked.
8. (Optional) To add notes by using a notes template, click Notes Template and specify the following:
   
   1. In the Select Notes Template panel, in the Line of Business field, select your line of business.
      If you have access to a single line of business, the line of business is selected by default.
   2. In the Language field, select the language of the notes template.
      The default language is English.
   3. Select the template that you want to use and click Apply.
9. Add a note in the text editor and click Post.
   By default, your note is marked as private.
10. (Optional) To mark your note as public, select the Public check box.
    When you add a public note to a case that is created from a service request, the requester can view the note in the service request in BMC Helix Digital Workplace Advanced.

1. To mention a user in an activity note, use an annotation such as @<agent name>.
   You can tag only those users that have a login ID. After you post the note, the person you tag receives an email, an alert, or both, based on the notification configuration.
2. (Optional) To attach files to your notes, click Attach. 

After you add activity notes to a case, the following events can occur:

• If you tag a case requester, a case assignee, or a person who is added as a contact while creating the case, they do not receive any notifications. You can use public notes to send notifications to a requester or a person added as contact.
• If a person mentioned in an activity note does not have access to a case, the person cannot access the case.

You cannot perform the following actions on the Activity tab:

• Modify the order in which the case activity details are displayed.
• Disable or enable auditing on the fields that are displayed in the case activities.

Where to go from here

The following table lists the actions that you can take for case updates: