Operator - Service Cases

Asset

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

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.

or

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.

Service Case panel

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

• Title: Short description of service case.
• State: Status of the Service Case. New, in progress and closed are the available entries.
• Assignee: Service technician that the service case is assigned to.
• Created on: Date the Service Case was opened.
• Last modified: Date of last update for the Service Case.
• : 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 Last modified and Closed at. Others are fixed for the entire lifecycle of the Service Case at the value at creation, like Title, Description and Severity.

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 .

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 your active session appears in the Sessions panel.

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

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.

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.