Creating cases by using the customer self-service options

As an end user, you can create cases for your requests from the available customer self-service options:

• External Service Catalog—BMC Helix Digital Workplace 
• Chatbot—BMC Helix Virtual Assistant

Additionally, you can view the case details after creating the case, track case progress timeline, access knowledge articles and provide feedback and surveys. 

To create a case using the External Service Catalog—BMC Helix Digital Workplace

1. Log in to BMC Helix Digital Workplace.
2. On the portal, search for the service you are having an issue with or select it from the options available below.
3. Click the service to raise a case.
4. Click Request Now and and complete the following fields: 
   • Customer ID —Enter the customer ID. 
   • Description—Enter a meaningful description for your case.
   • Template Name—This field is auto-filled.
   • Ticket Type—This field is auto-filled.
   • Question—For the questions displayed, provide your answers.
5. After providing the case details, click Submit Request.

To create a case using the Chatbot—BMC Helix Virtual Assistant

1. Log in to BMC Helix Digital Workplace.
2. On the portal, either click Chat with us or click the virtual agent icon to launch the chatbot. 
3. Either select the issue from the available list in the chatbot or type the issue you are facing. 
4. For the questions displayed, provide your answers.
5. After confirming the case details and providing the chatbot with permission to create a case, the chatbot will automatically raise a case. 

To view the case details

1. On the My Activity page, click the ID of the case that you want to open.
   This will load the case details

Where to go from here

Performing-actions-on-cases