Adding custom selections to label or case source menus

As a case business analyst, you can create case sources, labels, and resolution code.

Case sources define the channel that a requester uses to raise a request such as Phone, Email, Walk by, Portal, and so on. Case sources help to identify how many cases are requested through various channels. While creating a case, case agents can select a source for the case from the available list of sources. For example, an employee wants to change his address. The employee calls a case agent to raise a request. The case agent creates a case for changing the employee address and selects the case source as Phone.

You can create labels for cases, tasks, case templates, task templates, service target configurations, document templates, activity note templates, notification templates, email templates, case read access mappings, assignment mappings, and approval configurations. Labels help case agents to sort cases, tasks, templates, and mappings. For example, you create labels to add new case priority values, such as Urgent, Important, and so on, for your organization. While creating cases that need to be resolved urgently, case agents select the Urgent label for the cases. A case manager who wants to view all the cases that need to be resolved urgently, filters the cases by using the Urgent label.

You create resolution codes for cases that provide a generic category for the case resolution. For example, for the Human Resources team, you create resolution codes like bonus approved, bonus rejected, visa letter issued, salary query, and so on. 

To create a menu item

  1. Log in to BMC Helix Business Workflows.
  2. Click SettingsGear icon.PNG.
  3. Select Application Configuration > Menu Items.

  4. On the Menu Items page, click + Menu Option, and complete the fields as described in the following table:

    Field

    Description

    Menu Name

    Select the type of menu item that you want to create:

    • Label
    • Source
    • Resolution Code

    For more information about adding resolution codes, see Adding-resolution-codes-to-categorize-resolved-cases.

    Menu Option

    Click Localize to enter the name of the menu item.
    On the Localize Value page, enter the values for Default Locale and other locales. The value added for the Default Locale option is displayed as the menu item name.
    When you create a case, the system automatically displays the value entered for the locale related to the region where you have logged in.

    Status

    Select one of the following statuses:


      • Active—The menu item is available for use.
        Note: Only active menu items are available for use.
      • Inactive—The menu item is not available for use.
      • Deprecated—The menu item is no longer in use.

    Available on UI

    Select the check box to make the case source value available while creating cases.
    This field is displayed only when you select Source as a menu item type.

  5. Click Save.

The values added to the menus are automatically displayed in the fields. 

Related topics

Creating-cases

Creating-case-templates-and-task-templates

 

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