Automating case assignment based on user responses
This use case shows how to automate case assignment based on user responses to questionnaire or service requests in BMC Helix Digital Workplace Advanced.
When a service request is created in BMC Helix Digital Workplace Advanced by using a service catalog, the requester must answer some questions. When the service request is saved, a corresponding case is created in BMC Helix Business Workflows. When a process is created to map the answers to a assigned group, the case is automatically assigned to a support group.
Scenario for automatic case assignment based on user responses
Let's see the process in detail.
Workflow to create a process for automatic case assignment based on user responses
The following image shows the process for automatic case assignment based on user responses:
To define custom assignment mapping definition
Allen uses the following steps to define the assignment mapping for the user responses:
- Creates a custom record definition that stores the mapping of the keyword with an assigned group.
The following image shows three record definitions that are created for mapping the keywords to the assigned groups:
Defines a process in which Allen uses the Get Query by Records element to retrieve the support group, and then uses the Change assignment element to change the assigned group according to the keyword.
- The following image shows the elements used in the process:
Result
When a requester raises a request in BMC Helix Digital Workplace Advanced, a corresponding case is created in BMC Helix Business Workflows. The assignment process is triggered, and the assigned group is selected based on a keyword in the summary of the request.