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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 company created, 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 Modified}to open a new Service Case

.Panel Standard Inputs

.

Asset

Choose the asset that is affected from the dropdown box Asset (mandatory).
Click _{Image Added}.

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Details

Enter a title for the

service case

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

Enter a more detailed description of the Service Case in field Description (optional).
Choose a severity from the dropdown box Severity that implies how severe the

service case

Service Case impacts the production (mandatory

).Enter a more detailed description of the service case in field Description (optionalPanel Additional Inputs

).
Click _{Image Modified} after the entries are completed.

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Contact Data

Enter a phone number where the

service provider

Service Provider can contact you in field Telephone Number (

mandatory

optional).

Enter an email addresswhere the service provider can contact you in field E-Mail (mandatory

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).
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.
Image Modified	Click on the dropdown box to display open / closed

service cases

Service Cases.

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Image Modified	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.	Image Modified
Image Modified	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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Additional Inputs

Contact information of the production company and responsible operators.
Machine information (serial number and model).
Information about the operator that created the service case and publication date.

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Service case Case panel

Displays the information that the manufacturer additionally requests in 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).
Latest Update: Date of last update for the service caseState: 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 aton: Date the service case Service Case was opened.Closed at
Last modified: Date the service case was closedof 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.
Severity: Information about how severe the service case impacts 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

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 .
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 .

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After clicking , 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 .
Start the remote tunnel via .

After launching a WebVNC session via _{Image Removed}, your active session appears in the Sessions panel.

Switch a session from active to inactive (_{Image Removed}) or vice versa (_{Image Removed}) via the toggle button / _{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 .

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:

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.
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

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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.)

and click _{Image Added}to 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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Service case history, shows

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

Service Case.

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Page Properties

hidden	true
id	Documentation Properties

Software Rollout Status

Status

colour	Green
title	Finished

Documentation Publishing Status

Status

colour	Green
title	Finished

Documentation Editing Status

Status

colour	Green
title	Finished

Version	Old Version 7	New Version Current
Changes made by	Thorsten Boedeker	Thorsten Boedeker
Saved on	Feb 08, 2024	Jan 24, 2025

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