The Case application provides case managers with tools to create, search for, manage, and resolve their cases within Axeda® Connected Product Management Applications. The Case application provides access to all case information and the tools required for resolving those cases.
Notes: Axeda Case Management
is a separately licensed application. If the Axeda Platform is not licensed
for Case Management, the Case application and associated tools and features
will not be available in the Axeda Applications tabs. (Contact Axeda
Technical Support for more information.) If your Platform is licensed
for Case Management, you must have the appropriate privileges
to view or use the Case application tools.
The Axeda® IDM Agents are not currently supported by the Axeda Case application.
For a description of the Axeda IDM Agent features that are supported,
refer to Axeda IDM Agents.
The ability to search for and view cases, create cases, modify cases, close cases, and so forth is controlled by User group privileges. Asset permissions control which users can be assigned to which cases; only users with permissions to an asset (based on User Group assignment) can be assigned to any cases opened for that asset. In addition to Axeda Applications users, only those partners who have access to an asset or asset group can be assigned to any cases for those assets.
Privileges specific to case operations control access to the following capabilities: view the Case application; create, modify (all or only those assigned to you), or reassign cases; search for cases (those to which you are assigned or to all in database); customize search criteria; view case audit records.
The attributes for a case include the priority, status, resolution, and reason for that case. The Platform provides a default value for some of these attributes, and you can add your own that may be specific to your company's needs. For example, you may want to create case statuses that describe the current status of a case that may be awaiting further information from the asset owner ("Awaiting Information") or that needs to be reassigned to another individual ("Awaiting Reassign"), and so on.
Within the Axeda® Configuration application, you can create business rules when cases are created, modified, or both. For example, you can create a case rule that runs associated actions when a new case is created. The case create rule can also define specific attributes for the case so that the rule will run only when a case is created with specified attributes, such as a new case of Priority level "Critical" or Resolution "Upgrade". For these examples, the related actions to these rules may be to send a notification and generate an alarm, and to deploy a package, respectively.
Rules can also be configured to run when an existing case is modified. For example, if the case owner is changed, a configured rule would then run and send a notification to the new user or upload the latest files from the asset, and so on.
The Case action can be used to create a case in the Platform. A business rule can be configured with a Case action so that, when that rule evaluates to True, the Platform creates a new case with the attributes defined. One example of this would be if an alarm generates of a specified severity level or type, the Case action defined for that rule would create a case in the Platform.
The Axeda Platform can exchange case data with third-party software applications. For example, when a case is resolved through Axeda Platform, that information can be sent to a specified CRM application. Using Axeda Platform web services, a developer can provide information to and request information from the Axeda Platform. You can use the Axeda Platform SDK to configure the Axeda® Enterprise Server to export case data to standard file formats such as flat text files, csv and XML formats. For complete information about Axeda Platform web services, refer to the Axeda® Platform Web Services Developer s Reference Guide.
Notes: Throughout the Axeda
Platform SDK and web services, you will see the term "Device",
which refers to the item, asset, or equipment managed by the Platform.
For releases after version 5.3, the term "asset" replaces the
term "device" and the term "Axeda Configuration application"
replaces the term "Axeda Device application" in the Axeda Applications.
To ensure backwards-compatibility with existing deployments and consistency
throughout the SDK and web services, SDK operations continue to identify
these managed items as "devices". When considering the impact
of SDK operations on the user interface, consider the terms "device"
and "asset" interchangeable.
Administrator users, or non-administrator users with appropriate privileges, can define the Archive Policy for Cases. This archive policy will cover every entry logged as part of the case. You can configure case archiving in the Archive Policy tool (Administration - Data Archive menu). You can configure how the server will restore case datasets archived to near-line.