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Service Cases

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. 

 

Service cases can be created by users with the roles 1st Level Support or Service Technician in Service Provider tenants.

 

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

  • Service Case ID

  • Priority

  • State

  • Title

  • Customer

  • Severity

  • Edge Device Status

  • Remote Access

  • Service Contracts

  • Created by

  • Assignee

  • Machine Model

  • Created on (date)

  • Serial Number

  • Technology

  • Brand

  • Service Organisation

  • External ID (if set, inactive by default)

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

The list of service cases can also be filtered for Internal Service Cases and shared Service Cases. The user interface has been designed to clearly distinguish between both types.

  • Internal service cases that were created by 1st Level Support or a Service Technician for a customer machine and are not shared with anyone outside the organization. Table rows containing internal service cases have a different colour that shared Service Cases. The creation of internal service cases is enabled for all customer machines, irrespective of the onboarding status of the customer.

    As the Operator tenant is no part of the internal service case workflow, remote access cannot be activated and is not available for internal Service Cases. Every internal Service Case comes together with an internal chat room for communication, video conferencing etc.

  • Shared service cases that were created by the Operator (customer) or by the Service Provider with permission by the Operator. All information (except the priority) is shared with the issuing tenant to ease collaboration.

 

Service Cases can also be accessed via the Machine Detail View.

  • Click on the dropdown box to display open / closed service cases.

By default, all service cases are displayed in the overview.

  • Toggle the display of internal service cases that were created by the Service Provider and are not linked to an asset not and not shared with any tenant by clicking on 

    .

  • Toggle the display of service cases that were created by the Operator and are shared with the tenant by clicking on 

    .

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.

  • Customize the displayed columns by clicking on

    .

    • Check the entries from the list of columns to be displayed in the overview.

    • Align the sequence of the entries by dragging & dropping the entries in your desired order.

The selections will be permanently stored for your user and can be reset to factory setting by clicking

.

Create Service Cases

 

 

 

 

  • Click on

    to create a new Service Case.

 

 

 

Type of Service Case.

  • If a machine is not already pre-selected, select the affected machine from the Machine dropdown list.

  • Choose between creating an Internal Service Case or a Shared Service Case.

Shared Service Cases can only be created if the Operator gave his permission, else the Shared option is greyed out and only Internal Service Cases can be created for this machine.

An infobox with the notice "The Operator of this machine does not consent to the creation of shared Service Cases by Service Providers." appears.

  • Proceed by clicking

    .

If a Shared Service Case was created, the Operator is notified (via mail, push notification and the bell symbol in his portal).

 

 

Standard Inputs.

  • Type a title for the service case into the Title field (mandatory).

  • Add a description for the Service Case in the field Description.

  • Choose a severity for the Service Case from the Severity dropdown list. (Severity reflects the customers perspective.)

  • Proceed by clicking

    .

 

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.

 

If you would like to add custom fields to your tenant's Service Case process, please email us at consulting@symmedia.de

Contact Data.

Contact data of the customer such as an email address or phone number can be added here.

  • Enter a contact telephone for the customer in the field Telephone Number.

  • Enter a contact mail address for the customer in the field Contact e-mail.

  • Proceed by clicking

    .

 

Assignee.

  • Choose a priority (trivial, low, high, blocker) from the Priority dropdown list.
    The priority is only for internal use within your service organization. It is neither visible nor shared with the operator of the machine.

  • Choose an assignee for this Service Case from the Assignee dropdown list.

  • Proceed by clicking

    .

Summary.

A summary of your input is displayed.

  • If all input is correct, create the new Service Case by clicking

    .

Your new  internal Service Case was added to the list of Service Cases.