Create New Case

In order to resolve customer issues, you need to first create a case. Then, you can add various work items to the case like work orders, sub-cases, tasks, part orders etc.

Steps:

1. Launch New Case dialog box. (to know how, click here)

   1. In the Quick Access Tool bar, click New Case.

   2. On the Service Workspace accordion, in the My Work expander, in the My Inbox node, click Default. On the tool bar, click New Item button.

   3. On the Service Workspace accordion, in the Cases expander, click any sub-node. On the tool bar, click New Item button.

   4. Open a case. On the ribbon bar, in the Actions group, click New Case.

2. On the New Case dialog box, in the Case Details section, enter appropriate information in all the fields. Note that all the fields with a * are mandatory.

3. Enter an appropriate title, case origin, category, priority, type and status.

4. Search for the appropriate site and contact from Contacts tab. If the contact is new, you can create a new contact through New Contact button.

   Steps:

   1. In the New Case dialog box, click Contacts.

   2. Under Search Criteria section, enter information in all or few of the fields.

   3. Click Search. The grid area displays list of all the contacts that match the search criteria.

   4. Identify and double-click appropriate contact record. Under Case Details section, the application automatically populates appropriate information in "Site" and "Contact" fields.

5. Search for the appropriate reported asset from Site Assets tab. You can select the asset from the List or Tree view.

   Steps:

   1. In the dialog box, click Site Assets. The grid displays list of site assets related to the contact and site that you already selected.

   2. Identify and double-click appropriate Site Asset. Under Case Details section, the application automatically populates appropriate information in "Reported Asset" field.

   Note:To view other tabs related to Site Assets, beside scroll bar, click grey bar. You can view General, History, Preferred FOR Employees, Preferred AGAINST Employees

6. Search for the appropriate entitlement from Entitle tab and select the appropriate contract id. The application automatically populates appropriate information in the "Entitled Asset" and "Service Program" fields. For more details, click here.

   1. If the contract is site based then, a green check box appears beside the site and the related contract id is displayed.

   2. If the contract is asset based then, a green check box appears beside the asset and the related contract id is displayed.

   3. If the site or asset is not entitled then, the grid does not display any records.

   Steps:

   1. In the dialog box, click Entitle and then, click Time and Materials.

   2. Identify and select appropriate Support Program. Under Service Offering Details section, you can view related details.

   3. Under Case Details section, the application automatically populates appropriate information in "Entitled Asset" and "Support Program" fields.

To know more about case entitling, click here.

7. If the current case has any previous, related cases earlier, then you can view them in Previous Cases tab.

   Note: Site based asset does not populate asset information as the entitlement is for the complete site.

8. If the case has any related alerts or special considerations, you can view the details in Alerts tab.

9. Search for the appropriate Queue to which you want to assign the case.

   Steps:

   1. In the dialog box, under Case Details section, beside Queue field, click Search. Lookup Queue select box appears.

   2. Identify and select the appropriate queue to which you want to assign present case.

   3. Click Select and Close.

10.  If you want to create a work order while creating the case, click here.

    1. Check Create Work Order check box. Save and Assign FE drop down button appears.

    2. Select Dispatch Advisor if you want the application to advise you to choose and assign best suitable technician for the work order.

    3. Select Manual Lookup if you want to manually select and dispatch a suitable technician for the work order.

    4. Select Auto Assign if you want the application to automatically dispatch the work order to an optimal technician based on required skills, certifications, defined scenarios etc.

    5. Select Availability Matrix if you want to dispatch based on technician availability.

    6. Select Dispatch Board if you want to dispatch using a dash board that is a central field source for resources, work orders, schedules, routes etc.

     

11. Enter appropriate Case Notes to note important notes about the case for future reference.

12. Save the case. (to know different ways to save, click here.)

    1. Click Save and Close to save the case and close the case tab.

    2. Click Save and View Case to save the case and view the case that you just created.

    3. Click Save and New to save the case and open a new dialog box to create another case.

To know more about New Case dialog box, click here.

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