Viewing and updating case details
After a case is created, a case agent with write access to the case can update the case details, such as summary, category, tier, priority, and site, among others.
To help support agents save time and work more efficiently, the HelixGPT case summarization automatically creates short, easy-to-read summaries of each case. These summaries highlight the most important details, so agents can quickly understand what’s going on and take the right action without reading through everything.
For more information, see Automatically generating case summary.
In addition to the basic case details, you can view information such as the summary, description, priority, and more, providing deeper insights to help analyze and resolve the case effectively.
To update the details of a case
- Log in to BMC Helix Business Workflows.
- Select Workspace > Cases.
- From the Line of Business list, select the line of business for which you want to update a case.
- To open a case on the Cases workspace, click the required case ID.
- (Optional) To view a case on a separate tab, right-click the case and select Open link in new tab.
- On the case details page, click Edit, and update the case details.
The following image shows an example of the case details page on a desktop:
The following image shows the details in a mobile device:
Case details
To take the right action at the right time, case agents rely on case details that offer the context and clarity needed for efficient case resolution. Some fields, such as summary, description, and priority, can be edited to reflect updates, while others, such as request source and external ticket ID, are view-only and provide helpful context.
The table below outlines the key fields associated with the case. Some fields can be edited, while others are view-only based on access permissions.
View and edit case details
Field | Description |
|---|---|
Summary | Brief summary of the case. |
Description | Detailed information about the case. |
Priority | High, Medium, or Low. |
Contact | User other than the requester that can be contact for the case. |
Assigned group and Assignee | Support group and case agent to whom the case is assigned. Note: Only active data is displayed and available for selection. |
Case template
| Current case template that is used for the case, which you can change by clicking Change Case Template. |
Target date | Date by which you must resolve the case. |
Case Site and Site change reason | Requester's site is selected by default, which you can change by specifying the Site change reason. To fetch more details on the site information, select the 'i' icon. |
Category tiers | Case category and subcategories for the case that determine the case assignment and classification. Note: Only active data is displayed and available for selection. |
Label | Tag applied to the case that is used to filter cases. |
Resolution code and Resolution description | Code and description that you can specify while resolving the case. |
Resources tab: | Lists of relevant knowledge articles and cases that are useful to resolve cases. |
View only case details
Field | Description |
|---|---|
Request | Service request ID created in BMC Helix Digital Workplace Advanced. |
Person card | Helps identify the requester. Requester label as VIP or External. Client type as office-based, part-time, or a contractor. You can copy the email ID of the requester by right-clicking the email ID and selecting Copy email address. |
External ticket ID | External ticket ID if a Jira issue or a BMC Helix ITSM work order or incident is created from the case. |
Source | Channel through which a case is requested, such as email, chat, portal, and walk by. The source for cases created through an external application, such as BMC Helix Digital Workplace Advanced or API is Agent. |
Collaborator(s)
| Names of the collaborators that are assigned in the service request in BMC Helix Digital Workplace Advanced. They can view public comments in the service request. |
Attachments
| Preview and download attachments from the preview pane. If the file is of the type .jpeg, .pdf, .png, .txt, or .json, you can preview the file in the preview pane. In the attachment preview pane, the ellipses Show Details provide attached file details. When multiple variants of the same item are requested through a service request, the aggregated information or answers are attached to the case as a CSV file. Case agents can download the CSV file. The aggregated answers appear as a grid, where the questions are the column headers, and each set of responses is added in a new row. If the attachment is moved to the employee file, the attachment is removed from the case. It is available only from the employee file. You can only view the attachment details in the Attachments pane. |
Dynamic fields | Case-specific important information that helps case agents to work on the case. Responses added to questions in a service request cannot be modified. |
Activity tab | Activities, time stamp in MMM-DD, YYYY, and history of the changes made in the case. |
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