Axeda® Case Management enables support organizations to manage and track activities taken to resolve asset problems. Using the Case Management tools, you can track cases (asset issues) created in this application. A case will identify an issue with a single asset, as well as a history of the steps taken to resolve the issue, supporting information for that issue. Using Axeda Case Management you can find cases, analyze their information (symptoms, history, recent activity, current data, and so forth), and work to solve and close those cases.
Cases are assigned to individuals who will work to resolve the issue. These individuals can include users of the Axeda® Connected Product Management Applications or designated outside partners.
Cases can be created within Axeda Case Management or from another application, using the Axeda® Platform Web services. For more information, refer to Axeda Platform SDK and web services.
See About Axeda Case for more information about using Axeda Case to manage cases.
Notes: Axeda Case Management
is a separately licensed application. If the Platform is not licensed
for Case Management, the Case application and associated tools and features
will not be available (Contact Axeda Technical Support
for more information.) In addition, 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.
From the Case application, you can search for cases, create cases and modify existing cases, view the audit history for a case, reassign cases to other users, close cases, and so on.
The Case tab shows the Case Search page. From this page you can search for cases in the Platform, and select a case to view its details. The New Case menu is used to create cases within Axeda® Case. This menu is available from each page in the Case application. The Case Attributes menu is used to create modify, delete, and view case attributes for this Platform.
When viewing the details of a case, you can select to view information for that case's asset; this will display the Asset dashboard for that asset. As in all Axeda Application pages, you are restricted to viewing and accessing only those cases, assets, and models to which you have privileges.
When you select a case and then select to view more information for that case's asset, the server details, information and properties specific to that asset are shown. This information is located in the Asset dashboard. In the Asset dashboard, you can view information for the asset (including ping rate, last contact date and time, and time zone for the asset; location, notes, and contacts defined for the asset), any actions, scripts, remote sessions registered for the asset, any alarms, recent actions, uploaded files for the asset and more.
Information shown in the Asset dashboard can assist you in determining the case of an asset issue, the repair or operational history of the asset, and the current status of the asset: all required information when working to resolve and close a case.
If you don't see the information you need and expect for the asset, click View all from a displayed module or select a Jump to option to view all the items for a related property, task, or action. For example, if you want to see all alarms for an asset (and not only the most recent, unacknowledged and high priority ones), select View all from the Alarms module or select Alarms from the Jump to list. A new page of all items or actions for the related asset appears (in this case, the Alarms page).
The modules that appear for an asset are customizable by model in the Configuration application, as are the tasks, data items, charts, and displays shown.
Use the navigation path in the Case dashboard page to return to the Case Search page, or details page for the related case, or update the current page with the latest server information. In the following navigation path example, "Case Search" is a link to the Case Search page; the case number "Case xxx" is a link to the Case Details page for case xxx; "assetX" is a link to refresh the currently displayed Case dashboard: Case Search : Case xxx : assetX
For example, if you are viewing "assetX" for "case108", and want to view another case, select the Case Search link: the Case Search page appears, from which you can locate another case.