Service Cases
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
Open service cases as well as closed service cases can be displayed.
The list of service cases can also filtered for
- 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.
- shared service cases that were created by the Operator (customer). 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.
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By default, all service cases are displayed in the overview.
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List of available service cases.
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The selections will be permanently stored for your user and can be reset to factory setting by clicking . |
Create Internal Service Cases
Internal service cases can be created by users in Service Provider tenants. This type of service case is created by users with the roles 1st Level Support or Service Technician and all information attached to an internal service case stays within the tenant, i.e. no information is shared with the customer operating the machine.
Thereby, the creation of internal service cases is enabled for all customer machines, irrespective of the onboarding status of the customer.
Internal service cases are shown in the same views as shared service cases, the user interface has been designed to clearly distinguish between both types. A pair of new filter buttons was introduced to allow focusing on the most relevant content at any time.
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.
| Standard Inputs.
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Assignee.
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Summary. A summary of your input is displayed.
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Your new internal service case was added to the list of service cases. |
Service Case Detail View
Service Case Panel Shows the following infos about the selected service case:
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Service Case Details
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Machine
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Edge Device
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Adjust the tunnel configuration for the current session by clicking. Changes are not persisted.
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Your active session appears in the Sessions panel.
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File Transfer Get access to the machine of the operator with this option by connecting to an endpoint where you can send files to the operators local machine.
You are now able to download files from the respective file transfer endpoint. | ||
Chat / Video Conference Inititalize service chat with operator.
You can also start a video conference with the operator by clicking on . | ||
Audit Log, shows all actions and changes that occured on this service case. |