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This documentation supports the 23.3 and consecutive patch versions of BMC Helix Customer Service Management.To view an earlier version, select the version from the Product version menu.

Performing actions on cases

As an end user, perform various actions on cases that you have created. By performing these actions, you can add comments, cancel the case or request for it again. 

Related topic

Creating cases by using the customer self-service options

To perform an action on a case

  1. On My Activity page, click the ID of the case on which you want to perform an action.

  2. On the Case Details page, perform any of the following actions:

    Task

    Action

    UI

    Add comment

    • Click Add comment, add your comments in the Description field.
    • Add any attachment if required.
    • Click Submit.

    image-2024-7-2_12-35-16.png

    Cancel the case

    • Click Cancel.
    • In the pop-up cancel service request box, click Cancel Request.

    image-2024-7-2_12-35-51.png

    Request for the case again

    • In order to recreate a similar case, click Request Again.
    • Fill the form.
    • Click Submit Request.

    image-2024-7-2_12-39-27.png

 

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BMC Helix Customer Service Management 23.3