Operator - Service Cases

• Click to open a new Service Case.
  

Panel Standard Inputs

1. Enter a title for the service case in field Title (mandatory). Can also be a short description of the case.
2. Choose the asset that is affected from the dopdown box Asset (mandatory).
3. Choose a severity from the dropdown box Severity that implies how severe the service case impacts the production (mandatory).
4. Enter a more detailed description of the service case in field Description (optional).
5. 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.
• Created by: Person who created the service case (customer).
• Latest Update: Date of last update for the service case.
• Assignee: Service technician that the sevice case is assigned to.
• Created at: Date the service case was opened.
• Closed at: Date the service case was closed.
• State: Status of the service case. New, in progress and closed are the available entries. Click 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.

These values are read only. Some values can be changed by the service provider, like Assignee and State, others change automatically, like Latest Update and Closed at. Others are fixed for the entire LiveCycle of the service case at the value at creation, like Title, Created By, Created At, 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 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 via , your active session appears in the Sessions panel.

• Switch a session from active to inactive () or vice versa () via the toggle 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.

• Start a video conference by clicking on the button.
• Type a text message to your conversation partner(s) into the Message field.
• Add a voice message to conversation by clicking the  button and talking into your microphone. Release button when ready. (*Voice messaging is not supported yet.)
• 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.