Troubleshooting application access and usage issues
The following table describes the problems that users with different functional roles might encounter and their possible solutions:
Problem | Functional role | Solution | Reference |
|---|---|---|---|
Unable to log in to BMC Helix Customer Service Management | Frontline Agent, Resolver Agent, Team Leader, Service Quality | You must be assigned at least one functional role – Frontline Agent, Resolver Agent, Team Leader, Service Quality Agent, to access BMC Helix CSM. Contact your Administrator for required permissions. | |
Unable to create and modify cases | Frontline Agent, Resolver Agent, Team Leader | You can create or modify cases only if one of the following conditions is true:
| |
Unable to view some activities | Frontline Agent, Resolver Agent, Team Leader | The ability to view and perform activities is defined by the group you belong to. Your group must have the necessary permissions to perform activities to modify a case. Contact your Administrator for required permissions | |
Unable to Callback | Frontline Agent, Resolver Agent, Team Leader, Service Quality | You must have the permission to perform the callback activity. Contact your Administrator for required permissions. The Service Quality agent by default will have the function to perform a callback. | - |
Unable to collaborate | Frontline Agent, Resolver Agent, Team Leader, Service Quality | You can collaborate with only those groups that are configured as collaborators. If you are unable to find the right group to collaborate with, contact your Administrator to add the required group as collaborators. | - |
Unable to view case details | Frontline Agent, Resolver Agent, Team Leader | Case details are visible only when you select the case and click on the case ID. Only clicking the case ID without selecting the case will not display case details. | - |
Unable to reassign a case | Frontline Agent, Resolver Agent, Team Leader | You can reassign cases to other groups only if you have the right reassignment permissions. Contact your Administrator for required permissions. | |
Unable to view proposed knowledge articles | Frontline Agent, Resolver Agent | Knowledge articles once proposed are sent to the Team Leader for approval. Contact your Team Leader to check for approval and if the article is published. | - |
Unable to fetch customer info while creating a case | Frontline Agent, Resolver Agent, Team Leader | Customers whose information is not in the customer database must be identified as potential customers, and the agent must manually put in their information. | |
Unable to find a case template when creating a case | Frontline Agent, Resolver Agent, Team Leader | If you are unable to find a template that you are looking for, perform one of the following tasks:
| |
Unable to self-assign the case | Frontline Agent, Resolver Agent, Team Leader | Verify that the user is part of the skilled group with the necessary permissions assigned to themselves for them to self-assign cases. | |
Unable to view a case in the dynamic case counter | Team Leader | You can view a case in the dynamic case counter only if:
| |
Unable to perform actions in batches | Team Leader | Only certain actions (reassign, close, resolve) can be performed in batches for security issues. Batch actions can be performed in grids that have a multi-select option. | |
Unable to view Associated or Potential Associated cases | Team Leader | Select a global case to view Associated or Potential Associated cases. |