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In symmedia Hub, Operators and Service Providers can collaborate via Service Cases to support optimal machine operation. Aside from just reporting incidents, Service Cases offer dedicated tools such as Conferencing and Whiteboard, connected machines additionally offer Remote Access via symmedias Secure Service Connect tunnel. Both Operators and Service Providers are able to create Service Cases for their Assets or Customer machines respectively with all relevant users being notified via email and push about each step of Service Case processing. 


The Service Cases module shows all service cases that the service company is responsible for, Service Cases along with the following infos:

  • Service case Case ID
  • State
  • Severity
  • Title (short description of service caseService Case)
  • Remote Access
  • Created by
  • Assignee
  • Machine (affected machine)
  • Created at on (date)
  • Closed on (date)

Open service cases Service Cases as well as closed service cases Service Cases can be displayed.


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  • Click Image Modifiedto open a new Service Case
.
Panel Standard Inputs
  • .



Asset

  1. Choose the asset that is affected from the dropdown box Asset (mandatory).
  2. Click Image Added.

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Details

  1. Enter a title for the
service case
  1. Service Case in field Title (mandatory). Can also be a short description of the case.
Choose the asset that is affected from the dopdown box Asset (mandatory
  1. Enter a more detailed description of the Service Case in field Description (optional).
  2. Choose a severity from the dropdown box Severity that implies how severe the
service case
  1. Service Case impacts the production (mandatory
).Enter a more detailed description of the service case in field Description (optionalPanel Additional Inputs
  1. ).
  2. Click Image Modified after the entries are completed.
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Contact Data

  1. Enter a phone number where the
service provider
  1. Service Provider can contact you in field Telephone Number (
mandatory
  1. optional).
Enter an email addresswhere the service provider can contact you in field E-Mail (mandatory
  1. Your email address is already entered in the field Contact e-mail, but you are also free to change it to a different email address (optional).
  2. Click Image Modified after the entries are completed.
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Panel

Summary

This panel shows a summary about the entries made in the previous screens.

If all entries are correct

  • Click Image Modified to create the
service case
  • Service Case.

else

  • Click Image Modified to correct your entries.

or

  • Click Image Modified to cancel the
service case
  • Service Case.
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The new
service case
Service Case is now added to the service case list and the
service provider
Service Provider is notified.
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  • Click on the dropdown box to display open / closed
service cases
  • Service Cases.
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List of available

service cases

Service Cases.

  • Sort the list by using the Image ModifiedImage Modified buttons in the top row.
  • Search for a certain term within a respective column using the filter button Image Modified and typing something into the search field.

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  • Click into a row to open the
service case detail view
  • Service Case Detail View and correspondence.
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Detail View


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Service

case

Case panel

Displays the information that the manufacturer additionally requests in the

service case Latest Update: Date of last update for the service case

Service Case creation dialog. (May vary from manufacturer/service provider to manufacturer).

  • Title: Short description of service case.
  • Created by: Person who created the service case (customer).
    • State: Status of the Service Case. New, in progress and closed are the available entries.
    • Assignee: Service technician that the
    sevice
    • service case is assigned to.
    • Created
    at
    • on: Date the
    service case
    • Service Case was opened.
    Closed at
    • Last modified: Date
    the service case was closedSeverity: Information about how severe the service case impacts the production
    • of last update for the Service Case.
  • State: Status of the service case. New, in progress and closed are the available entries. Click Image Removed to close the service case.
  • Description: Detailed information about the issue in the production company. The service provider can see what the problem is and how it affects the production.
    • Image Added: Click to watch / unwatch the Service Case. In "watch" state, you will be notified if changes to your Service Case occur. Moreover, you will keep visibility on this Service Case as long as you are watching it.

    These values are read only. Some values can be changed by the service provider, like Assignee and State, others change automatically,

    like Latest Update

    like Last modified and Closed at. Others are fixed for the entire

    LiveCycle

    lifecycle of the

    service case

    Service Case at the value at creation, like Title

    , Created By, Created At

    , Description and Severity.

    Displays the information that the manufacturer additionally requests in the service case creation dialog. (May vary from manufacturer/service provider to manufacturer).

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    Additional Inputs

    • Contact information of the production company and responsible operators.
    • Machine information (name and model).
    • Information about the operator that created the service case and publication date.
    • Information about remote access to the affected machine.

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    Additional Inputs

    • Description: Detailed information about the issue in the production company. The Service Provider can see what the problem is and how it affects the production.
    • Severity: Information about how severe the service case impacts the production.
    • Created by: Person who created the Service Case (customer).
    • Contact e-mail: Mail address of further contacts for this Service Case, if filled by operator.
    • Phone: Phone number for contact for this Service Case, if filled by operator.


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    Asset Panel

    • Name and serial number of affected machine. Directs to Asset Detail View.
    • Edge Device: Shows name and state of connected Edge Device.
    • Machine Model shows affected machine model.
    • Brand of affected machine.
    • Technology of affected machine.

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    Service Contract Panel

    Shows name, validity and validity period of assigned service contract.

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    Remote Access

    • Enable / disable remote access via Image Added.
    • To add a remote connection to the service case machine model, choose a tunnel type (SSH, SSC Data Link or VNC) from the Tunnel dropdown list and click on Image Added.

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    After clicking Image Added, the tunnel configuration dialogue opens.

    • Enter the IP address of your local machine in the field Local IP (optional).
    • Enter the port of your local machine in the field Local Port (optional).
    • Enter the IP address of the target you want to connect to in the field Remote IP.
    • Enter the IP port of the target you want to connect to in the field Remote Port.
    • If you want to use a local proxy, enter the proxy IP address in the field Local Proxy Id in the format 10.1.1.0/24.
    • Finish input with Image Added.
    • Start the remote tunnel via Image Added.
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    After launching a WebVNC session your active session appears in the Sessions panel.

    • Switch a session from active to inactive via the Image Added button in the Active column.



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    Warning

    If the remote access is disabled in a Service Case and existing tunnel connections are still open, these may get terminated, possibly leading to technical problems on the machine if critical data is being transferred or important settings are being made remotely.

    symmedia Hub will ask you for confirmation before terminating existing tunnel connections.


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    File Transfer

    Grant access to your machine to the service provider with this option by providing an endpoint where he can send files to your local machine.

    • Choose an endpoint from your drowdown list.
    • Click Image Added.

    You can now view and access the repository where the service provider deposited files for you.

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    Chat

    Two types of chat functionality are available in Service Cases:

    1. Shared: The shared chat can be viewed by the Operator as well as the Service Provider and serves as a communication tool about the respective Service Case between each other.
    2. Internal: The internal chat can not be accessed by people outside of the Operator´s organisation.
      Information in the “internal” chatroom is not visible for people outside the tenant but directly linked to the respective Service Case, so that it can help with internal communication and alignment.


    • Toggle between internal ad shared chat via the Image Added button.
    • Start a video conference by clicking on
    the Image Removed
    • the Image Added button.
    • Type a text message to your conversation partner(s) into the Message field
    .Add a voice message to conversation by clicking the Image Removed button and talking into your microphone. Release button when ready. (*Voice messaging is not supported yet.)
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    Service case history, shows
    • and click Image Addedto send.
    • Start a new Whiteboard session or upload a new media file by clicking on the + button.

    For more details about hosting a video conference, view the Conferencing documentation.

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    Audit Log

    Shows all actions and changes that

    occured

    occurred on this

    service case

    Service Case to provide full transparency along the lifecycle of the

    service case
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    Service Case.

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