How to add "Status Reason" column to Case Console as is not in the "Visible Columns" list?




 

You need to customize Case Console view for the desired Line of Business:


1.- Login to BMC Helix Business Workflows and click on the “Gear” icon on the top right corner


 

2.- Go to Line of Business > View Configuration. Pick up the Line of Business for which you want to make the “Status Reason” column available, then click on the three vertical dots icon and select “Copy default view”


 

3.- Type a name for the copied view then click on “Copy”


 

4.- Click on “Activate” to use this new Ticket Console view for the Line of Business selected

 


5.- Go to Innovation Studio > Workspace and select the Line of Business library for which you copied the Case Console view, in this case  “LOB – Human Resource”



 
6.- Go to “Views” tab and click on the view name you typed in “step 3”

 


7.- Select the ticket record grid and click on “Edit grid columns” link in the right pane
 


8.- From the “Available columns” field list select Ticket Field – Status Reason > Status Reason Label

 


9.- Change the “Column Header” label to “Status Reason”, also you can change the column position to put it next to the case status column by clicking on the down / right arrows besides column name. Click on “Save”.




10 .- Save the changes on the view




11.- Refresh Ticker Console for the Line of Business you made the changes




NOTE: For further information on customizing Business Workflws views check "Customizing views for lines of business" .