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FieldLogs

Raising a Case

You can raise a Case to report an issue identified in a Template or a Template Step.

Cases can be raised in the following two contexts:

Context

Description

Example

Template

To report an event or issue on a Template level, you can raise a Case of Edition Template context.

Missing PTC details

Template Step

To report an event or issue on a Step level, you can raise a Case of Edition Step context.

Battery voltage is out of specification

Note

You must have the appropriate access rights to raise an Incident.

Raising a Case on a Template

Cases can be raised from Templates.

To raise a Case from a Template:

  1. On the main menu, go to Templates > Your Templates.

    TemplatesSectionNavigation.png

  2. Select a Template for which you want to raise a Case.

    TemplateSelected.png

  3. Click ExpandMenu.png to expand the options in the Property Pane.

    ExpandPropertyPane.png

  4. Click the Tickets CaseIcon.png icon.

    ClickCaseManagementIcon.png

    The section Case opens as shown below.

    CaseSection.png

  5. Click New.

    ClickNew.png

    A dialog to raise a Case appears as shown below.

    CaseDialog.png

  6. Select the required Case from the Definition dropdown.

    SelectACaseDefinition.png

    The Case for which the Context Type is set to Edition Template during Case Definition are displayed in the dropdown.

    The fields configured for the selected Case are displayed.

    CaseFieldsDisplayed.png

  7. Add the details as shown below.

    FilledCase.png

    Note

    For each Case, the displayed fields may vary based on the Case Definition.

  8. [Optional] In the Custom Fields section, select a Custom Field from a category and enter the values as shown below.

    CustomField.png

    Note

    All the Custom Fields that are available for Cases are displayed.

    The Context in which the Case is available is displayed.

    ContextDetails.png

    Expanding the Context section displays the Elements and Linked Cases field. 

    Template ID details are displayed in the Elements field and linked Case ID details are displayed in the Linked Cases field.

    ContextSectionFields.png

    Note

    The Elements and Linked Cases fields visibility is determined by the Case definition.

  9. [Optional] Click the Attach files button to add images or files to the Case. You can add multiple files as shown below.

    Note

    All types of documents and media file formats of size under 30 MB are supported.

    To remove a file, click Close_button.png and Yes, Remove.

    RemoveImage.png

    The dialog with all the details filled is shown below.

    AllCaseDetailsFilled.png

  10. Click Save.

    Click_Save.png

    The Case for missing PTC details is raised.

    CaseRaisedSuccessfully.png

    Note

    Click Create another Incident checkbox to raise the same Case again. The same dialog is open with the details filled. Even when the dialog is closed and reopened, the same Incident Definition is auto-selected.

    CreateAnotherIncident.png
Viewing a Raised Case

You can view all the raised Cases for a selected Template or across multiple Templates.

In the Template property pane, click the Cases CasesIcon.png icon.

ExpandPropertyPaneMenu.png

The Case section appears.

CasesSection.png

By default, the Scope Filter Current Template is applied. When this filter is applied you can view only the Cases raised for the current Template.

To view all the raised Cases associated to different Templates, change the Scope filter to All and click Refresh RefreshIcon.png.The Cases raised so far are displayed.

AllCasesListed.png

You have the following options to filter, search, and sort the cases.

AllOptions.png

  1. Filters: You can filter the Cases based on their Priority, Status, and Scope as shown below.

    PriorityFilter.png
    StatusFilter.png
    ScopeFilter.png

  2. Search: You can search for the required Case by performing a keyword search.

    KeywordSearch.png

  3. Sort: You can sort the Cases based on the available criteria shown below.

    SortOptions.png

The applied active filters are displayed as shown below. You can either clear all the filters or each filter individually.

ClearingFilters.png

For each raised Case, the following details and linked elements are displayed. The details may vary based on the fields defined for each Case.

IndividualCase.png
Actions from a Raised Case

For every raised Case, a list of options are available.

OptionsAvailableonCase.png

The options are listed below:

  1. Details: Displays the Case details entered as shown.

    CaseDetailsDialog.png

    The text boxes can be vertically resized to view the complete details entered. In the below example, the text box Description is resized.

    TextBoxResizing.png
    TextBoxResized.png

  2. Report: Allows you to generate a Case Report.

    CaseReport.png

  3. Governance: Displays the Resolution Flow used for the Case. You can also view the Task History and Lifecycle Forms attached.

    CaseResolution.png

  4. Comments: Displays the comments.

    CaseComments.png

  5. Terminate: Allows you to end the Case. You can end the Case by providing the reason and clicking Confirm.

    CaseTerminate.png
Linking Elements to a Raised Case

When you click on the Case, the Linked elements and Linked Cases sections are displayed allowing you to link new elements or other cases to the selected Case.

LinkedSections.png
Linking New Elements to a Raised Case

Elements such as Templates and Template Steps can be linked to a Case.

To link an element to a raised Case:

  1. Select a Template or Template Step and click Link a new element.

    LinkANewElement.png

    The Currently selected section displays the relevant Steps.

    SelectedSteps.png

  2. Click +Add on the required Step to link it to the raised Case.

    ClickAdd.png

    The selected Step element is linked to the Case.

    NEwElementLinked.png
Linking a Case to a Raised Case

You can link already raised Cases to a Case.

To link a Case:

  1. In the Linked Cases section, click Link another Case.

    LinkAnotherCase.png

  2. Select the Case to be linked.

    SelectACase.png

    The selected Case is linked to the current Case.

You can view the linked elements and Cases as shown. Hovering over the elements display the details of the elements and the ID of the linked Cases.

LinkedComponents.png

These details can also be viewed in the Context details section of the raised Case as shown below.

ContextDetailsElements.png
In this section: