Case Details

1.       Under Case Details, make your changes to the values shown for the case. Not all values can be modified. If modifying the Ticket Number, ensure you use the correct format for your Platform. If modifying the owner, make sure the new owner has access to the asset for this case.

To modify the owner, select and choose a user from the displayed Case Owner Selection page.

Note: When modifying a case, you cannot change the following values: Asset Name, Open Date, Close Date.

2.       When you are done making changes, click Save. The changes are saved to the case immediately. The Audit Trail shows any audited case and partner changes.

Select the Go to Asset name shown. (This is the Asset Name associated with the case.)

The Asset dashboard appears, showing all current and configured information for this asset. The dashboard provides tools for managing or modifying the asset, running commands on the asset, retrieving information from the asset, creating remote sessions for the asset and more. The actual tools shown in the Asset dashboard may vary based on the asset's configuration as well as your User group privileges and asset permissions.

1.       Under Partner Details, select Configure Partner Login Session.

If a session was already created and is still active, a message will appear prompting you to confirm that you want to end the existing partner login before creating a new one. Creating a new session will close the existing one.

2.       Click OK to confirm that you want to end the current partner login session.

3.       Configure the login session information in the displayed Create Partner Login Session wizard. When you have finished creating the session, you are returned to this page. The Partner Details section will show all the information related to the partner for the login session.

1.       Under Partner Details, select Remove Partner from Case.

A message appears prompting you to confirm that you remove the partner assignment from this case.

2.       Click OK to confirm that you want to remove the currently assigned partner from this case. All partner details will be removed for this case.

1.       Under Partner Details, select End Partner Login Session.

2.       Click OK to confirm that you want to end all current login sessions assigned to the case.

If you are the case owner, you can extend the current partner login session.

1.       Under Partner Details, select Extend Partner Login Session. This link is shown to the owner of this case only.

A new window appears, prompting you to type the value by which you want to extend the login session.

2.       Type the number of minutes by which you want to extend the partner login session.

3.       Click Submit. The value shown for the Login Time Remaining will update to reflect the new time based on your entry.

As a partner contact, you can request to extend the login session period, if needed.

1.       Under Partner Details, select Request for Login Session Extension.

The e-mail client configured for the local browser computer is displayed. The "To" and "Subject" lines are pre-filled with the e-mail address for the case owner and the case and asset identifiers, respectively. For example, Axeda Case : 180 and Asset : B_Asset.

The message body contains a link to the Asset dashboard for this asset. For example, Platform URL: http://acme.servicelink.com:7001

2.       Type the body of the message, indicating the requested extension period, the reason for the request, and so forth. The information you type is optional and not validated by the Platform.

3.       Select to send your e-mail. The e-mail recipient will be able to select the Asset dashboard link contained in the e-mail message to view the information for the asset.

Note: You can create notes only if you have the "Case - Create Notes" privilege. If needed, contact your Platform administrator for assistance. If you don t have this privilege, the New Note link is not shown.

1.       If the Notes tools are not already open, select Notes to display the tools.

The Notes table shows the following information:

Date - the date and time when the note was created; this is the local Enterprise server time.

User Name - the user who created the note.

Public - identifies if this note was created for your access only (Private), or for anyone with access to this case and asset (Public). External users (such as partner contacts) will NOT see this information.

Description - identifies the information entered for this note.

2.       Click New Note.

3.       In the displayed Description window, type your note.

4.       Select if the note is Private. If not selected, the note is created as Public.

5.       Click Save to save the note to the database. The note is shown in the Notes table with the related date/timestamp. The text for your note is shown in the "Description" column.

1.       If the Notes tools are not already open, select Notes to display the tools. All previously defined notes are shown.

2.       Select Edit from the Actions column for the note you want to edit. The text for the note appears in the displayed Description text box.

3.       Type new information for the note and select Save.

The Notes table shows the modified note. The Date is updated to reflect the date and time when the note was updated, and the Description column shows the new description of the note.

If you want to close Notes table and tools, select Notes.

1.       If the Notes tools are not already open, select Notes to display the tools.

2.       Click Delete from the Actions column for the note you want to delete.

3.       In the displayed confirmation box, click OK to continuing deleting the note. The note is removed from the Platform.

Select Audit Trail. The table of audit entries for this case appear.

The table shows one or more pages of audit entries for the related case.

To close the audit trail, select the Audit Trail link a second time.

1.       Type or select all the values to apply to this case.

When creating a new case, you can specify all of the following values: Title, Serial Number, Owner, Reason, Priority, Resolution, Status, Ticket Number, and Description. With the exception of Resolution, Ticket Number, and Description, these values are to create a case. Unless changed, a new case is created for the currently logged in use by default.

2.       Select Save. The case is saved immediately. The server will perform any processing configured for the case. For example, the server evaluates any rules configured for the case and notifies the specified individuals as defined.

Case number, open date, and close date are applied by the Platform automatically when a new case is opened (created) or, in the case of Close date, when a case is closed. All other values are applied to the case based on the serial numbers specified for the case. The Go to Asset field provides a link to the Asset dashboard for the related asset. When you point to the asset link, additional information is shown for the asset.

The Partner Details section now displays the Configure Partner Login Session link. See the information earlier in this help topic for "How to configure and create a login for a partner".