Configuring automated follow-ups for cases in Pending status

A case business analyst can configure automated follow-up notifications for cases in Pending status for their line of business. Automated follow-ups reduce manual effort by sending reminders to requesters. These reminders help to keep the case lifecycle on track and avoid delays.

When configuring automated follow-ups, you can define the schedule for sending messages based on the case context. You can also enable advanced options such as automated text generation for follow-up messages. To enable automated text generation, see Enabling the follow-up response generator by using BMC HelixGPT.

For automated follow-up notification to work correctly, you must verify that the conditions triggering the follow-up are properly set and evaluated.

To configure automated follow-ups for cases in Pending status

1. Log in to BMC Helix Business Workflows.
2. Click Settings.
3. Select Case Management > Configure Follow-up.
4. On the Case Automated Follow-up Configuration page, complete the following steps:
   1. From the Company list, select the company for which you want to create the configuration.
   2. Click + Add.
5. In the Create automated follow-up rule  pane, enter the following details:

   Field	Description
   Rule name	Specify a rule name for the configuration.
   Line of Business	The line of business for which you are creating the configuration is auto-populated. The Flowset list displays only the flowsets available for that line of business.
   Company	Select the company for which you want to apply the configuration. If you want the configuration to apply to all companies, select -Global- under Company.
   Recipient	Specify the recipient of the automated follow-up notification. By default, the requester is selected.
   Flowset	(Optional) Select an appropriate flowset.
   Rule status	Select the status of the rule: Active: The rule is currently in use and will run as configured. Inactive: The rule is disabled and will not run until activated.
   Ticket trigger fields
   Status	The status is set to Pending by default and cannot be changed. Automated follow-ups apply only to cases with a Pending status.
   Status reason	Select the reason for the pending status from the following options: Error Required fields are missing Third party Customer Response These options are available out of the box, and any additional options configured by customers also appear in the list. The status reasons help identify the cause of the delay and ensure accurate follow-up actions.
   Additional qualification	(Optional) Add extra filters to narrow down cases after the main trigger is met.
   Build expression	Click Build expression to define a qualification or query expression for the follow-up configuration rule and complete the following actions: In the Qualification Builder screen, in Fields, select the variable that you want to map with the support group. In Operators, select the operator for the expression. In Value, select the value for the selected variable and click Add. Similarly, you can add multiple conditions by using different operators, such as AND, OR, and NOT. Click Save. The following image shows an example of a qualification defined in the Qualification Builder:
   Follow-up frequency
   Number of follow-ups	Defines how many follow-up emails are sent. The maximum limit is 10.
   Interval between follow-ups (hrs/days)	Sets the time gap between consecutive follow-ups in hours or days. The default value is in days.
   Reminder start after (hrs/days)	Starts reminders after the specified time in hours or days. The default value is in days.
   Notification channels
   Email	Select Email to enable email notifications.
   Notification template	Select the template for sending notifications.
   Post follow-up action
   Post follow-up action	(Optional) Select one of the following actions to be performed after all follow-ups are completed. Custom process: Triggers a predefined custom process configured in the system. When you select Custom process, a new field, Process name, is displayed.  Select a process name from the list. You can create a new process directly from the interface or copy the sample process com.bmc.dsm.notification-lib:Automated FollowUp - Sample Process for Post Actions, add your own logic, and then select it for execution.  Change status: Updates the case status to a new value after follow-ups are complete.  When you select Change status, two fields are displayed: Status and Status reason. Select values for both fields from the list. If you select Resolved as status, two additional fields, Resolution code and Resolution description, are displayed. Select values for both fields from the list. Post follow-up actions are logged in activity notes.

6. Click Save.