5. Cases

To create cases

1. Overview

Case basically means a Complaint, enquiry, incident or a service request. This module is used in different scenarios like, raising an issue related to the quality or functionality of any Assets or facilities, asking about the things related to the scope of asset and facilities maintenance services, raise issues concerning safety, security and service disruptions or requesting services that are under the scope of the contract agreement or service agreement. 

2. Case Module Dashboard

The Case dashboard provides an overview and statistics of all the Cases generated in the module. Below are the details displayed on the Case dashboard.

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  1. Widget: Different status and the number of cases against the statuses in the module.
  2. Case summary: It shows the number of cases that are in active status, number of cases that are rejected, number of Cases for which the Response / resolution SLA are breached.
  3. Cases drop down: It has 2 options. I.e., My Cases and other Cases. User can view the list of Cases based on the type they select.
  4. Search: To provide flexibility to search specific Case with the key word.
  5. Filter: To add filter condition. Based on the filter condition that the User defines, Cases will be displayed.
  6. Export icon: To export the list of Cases displayed on the dashboard.
  7. 3 Dots icon: To customize the table view. 
  8. List view: To view the list of Cases created. All Cases are displayed in the dynamic table. 

3. Pre-Requisite

Pre-Requisite for Case Creation:

Before creating Case below configurations should be done on Case settings. The configuration includes: 

  1. Case type configuration. 

  2. Case sub type configuration. 

  3. SLA configuration. 

  4. Agent configuration. 

  5. Case Owner Auto-Assignment Configuration. 

  6. Case Association Configuration.

Case type configuration.

Case type can be configured by navigating to Settings >> Cases >> Type.  It is mandatory to configure Work order type to configure Case type. Below are the parameters involved in Case type configuration. 

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  1. Add type / Bulk upload: These are the options used to configure case type. Case type can be configured individually or in bulk.
  2. List view: Case types configured can be viewed in a dynamic table with related information like status, edit and delete features.
  3. Status: To show the specific Case sub-type status whether active or inactive.
  4. Edit: To edit specific case type.
  5. Delete: To Delete specific case type.
  6. Search: To search specific Case type.  
Add Case type page view: 

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Case sub-type configuration. 

Case sub-type can be configured by navigating to Settings >> Cases >> Sub-Type.  It is mandatory to configure Case type to configure Case sub-type. Below are the parameters involved in Case sub-type configuration. 

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  1. Sub-Type: To key in manual input the Case sub-type name.
  2. Select Case Type: To select the case type & associate with case sub-type. It's a mandatory option to be selected while creating Case sub-type.
  3. Add Sub Type & Bulk Upload: These are the 2 options to configure Case sub-type in settings. Add sub-type option to create individual Case sub-type gets active only on selecting the Case type to associate with Case sub-type.
  4. List view: Case sub-types configured can be viewed in a dynamic table with related information like status, edit and delete feature.
  5. Status: To show whether the specific Case sub-type status whether active or inactive.
  6. Edit: To edit specific case sub-type.
  7. Delete: To Delete specific case sub-type.
  8. Search: To search specific Case sub-type.  

SLA configuration. 

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  1. Allow SLA to be paused outside of working hour: If User enables this feature, SLA of the case will be paused outside of working hour.
  2. Add SLA & Bulk Upload: These are the 2 options to configure Response and Resolution SLA in Case settings.
  3. List view: To show the SLA configured in a dynamic table with related information like duration, SLA type, case type, case sub-type, asset category, urgency, priority edit and delete feature.
  4. Edit: To edit specific SLA.
  5. Delete: To Delete specific SLA.
  6. Search: To search specific SLA. 
Add SLA page view: 

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Agent configuration. 

Make sure that the Agent details are available in the Agent dashboard. If the Agent name does not exist, add using Add new agent from Agent module. 

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Case Owner Auto – Assignment Configuration. 

Define Case Owner auto assignment rule using this configuration. This will impact on the Case creation page. The parameters involved in defining the auto assignment rule are, rule name, threshold, case type, case sub-type, skill sets etc. 

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  1. Add Rule: To define Case owner auto assignment rule.
  2. List view: To view all the rules configured.
  3. Edit: To edit the auto-assignment rule.
  4. View: To view the auto-assignment rule. 

Case Association Configuration: 

Case Association configuration can be completed by navigating to Case Association from Case settings. Case Association will be based on Assets / Location. Based on the issue type the User selects, case type, case sub-type, priority, urgency, response SLA, resolution SLA will get auto populated on Case creation page. 

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  1. Add Association: To create Case Association.
  2. List view: List of Associations can be viewed in a dynamic table.
  3. Status: Toggle icon in status column indicates whether the association is active or inactive.
  4. Edit icon: To edit the Association.
  5. Delete icon: To delete the association. 
Case Association creation page view: 

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4. New Case Creation

New Case Creation. 

To create a new case, navigate to Case Menu >> New Case. New Case page will be displayed. 

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Create Case by Asset: 

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  1. Asset Name: To select Asset name to create Case.
  2. Add Asset: To add the selected Asset name to create Case. User can select the Asset from the existing list of Assets. 

 

Create Case by Location: 

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  1. Location: To select the specific location, building, floor, room to create Case.
  2. Asset Name: To select the Asset name of the selected Location to create Case. 

 

Other Parameters of Case Creation: 

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  1. Case Subject: This drop down is to select Case subject. Based on the Asset / Location the User selects, list of Case subjects will be displayed in the Case subject drop down.
  2. Associated fields: Based on the pre-requisites, the Case type, case sub type, priority, urgency, case source field values will auto populate on selecting the Case subject.
  3. Case Description: To key in the Case description.
  4. Requester Details: To key in the requester details. I.e., Requester name, email id, contact number and cc email.
  5. SLA: Response and Resolution SLA will get auto populated based on the SLA configuration on selecting the Case type.
  6. Case Owner: Case owner auto assignment will work based on the Case owner auto assignment configuration.
  7. Case Link: To link the Case with other Case.
  8. Documents: To attach the document related to case creation.

5. Case Details Page

Case Details Page View: 

Case details page provides a detailed view of the Case. The field valued filled during Case creation can be viewed in the details page. Additionally, it provides information on recent activities of the specific Case along with the time stamp. It also provides information on Work orders associated with the Case. The status of the Case will be displayed at the top right. It also provides flexibility to create work order without navigating to Work order Module. 

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