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Operator - Service Cases

Operator - Service Cases

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 along with the following infos:

  • Service Case ID

  • State

  • Severity

  • Title (short description of Service Case)

  • Remote Access

  • Created by

  • Assignee

  • Machine (affected machine)

  • Created on (date)

  • Closed on (date)

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

 

 

 

  • Click

    to open a new Service Case.

 

 

 

Asset

  1. Choose the asset that is affected from the dropdown box Asset (mandatory).

  2. Select whether this service case should be sent to your internal service organization or an external service provider. Depending on your users' roles and permissions, as well as your tenant's settings, not both options may be available.

    If you would like to select "Internal," please click here.

  3. Click

    .

Details

  1. Enter a title for the Service Case in field Title (mandatory). Can also be a short description of the case.

  2. Enter a more detailed description of the Service Case in field Description (optional).

  3. Choose a severity from the dropdown box Severity that implies how severe the Service Case impacts the production (mandatory).

  4. Click

    after the entries are completed.

Optional Step: Additional Information

On this optional page, Service Provider specifics need to be answered. The input fields vary, depending on the Service Provider.

The image on the right shows the different types of fields that exist, such as text, date, single select, multi select or password fields, marked with "*" that are required to proceed to the next step.

Contact Data

  1. Enter a phone number where the Service Provider can contact you in field Telephone Number (optional).

  2. 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).

  3. Click

    after the entries are completed.

Summary

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

If all entries are correct

  • Click 

     to create the Service Case.

else

  • Click 

    to correct your entries.

or

  • Click 

    to cancel the Service Case.

The new Service Case is now added to the service case list and the Service Provider is notified.

  • Click on the dropdown box to display open / closed Service Cases.

List of available Service Cases.

  • Sort the list by using the

    buttons in the top row.

  • Search for a certain term within a respective column using the filter button

    and typing something into the search field.

  • Click into a row to open the Service Case Detail View and correspondence.

Detail View