Case Form

A Case form displays required information in 2-panel format. The form mainly contains information about the problem or issue the customer is having. Cases are associated with a contact and a customer site, but it’s also an opportunity to denote what installed part may need worked on, review previous cases, and assign billing information.

The first panel of the case form displays general information like Owner of the case, Team associated to the case, current condition & status details, site asset & entitlement details, and contact information. While in the second panel of the form, you can view various activities/transactions performed on the case, previous cases associated with the site, and site assets associated with the site.

Case Form – Left Panel:

To close the case, in the left panel and on the toolbar, click Close Case and then in the confirmation message box, click OK.

You cannot close a case if it’s associated with ‘Open’ Work Orders.

To associate the case with different site asset, beside Site Asset field, click Site Asset button and then from the Site Assets lookup, select the desired site asset.
To associate the case with different entitlement, beside Entitlement field, click Entitlement button and then from the Entitlement lookup, select the desired entitlement program.
To navigate to contact associated to case, in the Contact section, click on the Contact hyperlink.
To navigate to site associated to case, in the Contact section, click on Site hyperlink.
To send a mail to contact, in the Contact section, click on email id hyperlink and then in the Log Email form, enter desired content and send the mail.
To navigate to site asset associated to case, in the Reported Asset section, click on Part/Revision hyperlink.
To navigate to covered asset associated to case, in the Covered Asset Details section, click on Part/Revision hyperlink.
To navigate to entitlement associated to case, in the Entitlement section, click on Program ID hyperlink.
To view the Service Levels and Service Items associated to the Entitlement, view the Service Program Levels grid and Product Service Items grid lists respectively.

Case Form – Right Panel:

In Activity tab:

To view list of activities/transactions performed on the case so far, click Activity tab.
To perform a log activity, from the Log dropdown menu, select the desired option and then enter required information. The resulting activity record will be added to the Activity news feed.
To add an item to case or to generate invoice or quote, from the Add dropdown menu, select desired option and then enter required information. The resulting item record will be added to the Activity news feed.
To perform any action on the item in Activity news feed, click on Show More link of the respective activity and then perform the desired action. The resulting new activity will be added to the Activity news feed.

In History tab:

To view list of previous cases associated to the site, click History tab. Click Show More link on desired case entry to expand and view detailed information.
To view expanded version of all case entries, click Expand button .
To view collapsed version of all case entries, click Collapse button.
In the text field, enter the filter name and then click Save Filter.

In Assets tab:

To view list of all the assets in site associated to the case, click Assets tab.
To perform Log Install transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Log Install button.
To perform Log Remove transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Log Remove button.
To perform og Exchange transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Log Exchange button.
To perform Move Parts transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Move Parts button.