Working on cases and tasks
When an employee requests a service within a line of business, as a case agent, you can create a case to log the request. While creating a case, you can enter key details, including description, priority, categorization, support group, and assignee.
During the case lifecycle, you can update the case status, add tasks, and associate relevant information with the case to ensure smooth progress.
For example, when an employee requests for the benefits packages, a case agent creates a case, links a knowledge article for quick reference, and adds a task to verify the applicable benefits. This process helps provide additional information and ensures clear, actionable steps for resolution.
Workflow of creating and updating cases
The following figure illustrates the flow of creating and updating a case:
Actions that you can take on cases
The following topics provide more details about creating a case and the actions that you can take on the case:
Action | Supported on mobile devices | Reference |
|---|---|---|
Understand the different options through which you can create cases. | No | |
Create cases from the Create case page. | No | |
Create cases from the Quick Case page. | No | |
Create related BMC Helix ITSM tickets from cases. | No | |
Refer to information about a case to proceed with the case or to change the case details like category, priority, summary, and so on. | Yes | |
Split a case into multiple tasks and execute each task separately. | No | |
Change the status of a task to reflect its progress. | Yes | |
Get an approval for a task or view pending approval details. | Yes | |
Associate information that is related to the case so that you can refer to the information while working on the case. | Yes | |
Share or receive information that is related to a case with other agents or employees. | Yes | |
Change the status of a case to reflect its progress. | Yes | |
Get an approval for a case or view pending approval details. | Yes | |
Change the template of a case after you create the case in certain situations like employee changes the request or a latest template is available for the case. | Yes | |
Reassign a case to a support group or assignee if the earlier assignee is not available or the support group of the assignee is changed. | Yes | |
Provide additional users with access to a case or to remove a user access. | No | |
View the history of a case to analyze who made what changes to the case and when. | Yes | |
Receive updates about status or assignment changes to a case by adding a case to the watchlist. | Yes | |
Reopen resolved cases that might be accidentally resolved or those that need additional work to be done. | No | |
Update the profile of a user by adding notes or observations. | Yes | |
Assist users through Live Chat to resolve their queries. | No | |
Send and receive documents for digital signing from within a case. | Yes | |
Archives closed/cancelled cases, child records, and emails after the retention period. | No |
Related topics