Introduction¶

Case management system is a transparent life cycle management of all the cases recorded for the assets. Case Management system enables an efficient working process for the service engineer and helps them to analyze, investigate and solve the cases assigned to them as per the priority.

In the "Cases" tab, you can view all cases from various sources in either a list view or a Kanban view. Additionally, you can use the filtering functionality to easily find the cases from the list of available cases.

Cases are used to log and the track the incidents and issues related to asset. All the activities worked on the case are recorded. Also, it allows the service engineers to record their updates of the cases through comments section to maintain the transparency.

After completion of every stage, it is required to manually update the status of the cases. To manually update the case status, open the case and select the appropriate status from the "Status" dropdown.

Types of Cases¶

Based on the source of creation, the cases are classified into the following types:

• Incident: Created automatically by the Rules, or manually.
• Planned: A planned activity created manually by the service engineers.

Severity of the Cases¶

The cases can be filtered based on the following severity:

• Low
• Medium
• High
• Emergency

Life cycle of the Cases¶

At any time, a case can be in any of the following states:

• Open
• In progress
• On hold
• Done
• Cancelled
• Archived

Contact Customer¶

To analyze and resolve the cases, interaction with the customers is one of the primary requirements. The case allows the engineers to interact with the customers through "Contact customer" option. By clicking "Contact customer", the engineer can chat with the customer.