Cases

A Case captures an incident, anomaly, or issue that needs attention. Cases are the primary way to report problems — whether it’s a device malfunction, physical damage, an accident, or a suggestion for improvement.

Case types

Each case is categorized by type to help with analysis and reporting:

Type	Description
Anomaly	Unexpected device behavior or performance issue
Accident	An accidental event that occurred during operations
Damage	Physical damage to a device
Improvement	A suggestion for improving processes or equipment

Case lifecycle

Cases follow a simple status workflow:

1. Open — The case has been reported and needs attention
2. Resolved — A solution has been found and applied
3. Archived — The case is closed and stored for reference

Connection to Work Orders

A case and a work order can arise from one another and be linked: when resolving a case requires hands-on work, you create a work order directly from the case. This creates a traceable connection from the reported problem to the documented work. For details, see Creating Cases.

Structure of a Case

Each case contains:

• Title and description — What happened (supports rich text with Markdown)
• Type — The category of the issue
• Device — Which device is affected (optional)
• Part model — Optionally, a part model can be added when it’s known that this specific part is the problem or is affected
• Assignee — Who is responsible for resolving the case
• Solution suggestion — A proposed solution (often from a Case Template)
• Final solution — The actual resolution applied
• Tags — Case Tags for categorization and filtering
• Files — Photos, screenshots, documents
• Linked Work Orders — Work orders created to address the case
• Timeline — A history of all changes and comments

Case templates

For recurring problems, you can create cases from a case template — a predefined problem/solution pair that pre-fills title, type, description, and solution suggestion. Case templates are maintained in the Knowledge Hub. See Case Templates.

Cases from the Customer Portal

Cases can also be created by end-customers through the Customer Portal. These cases are automatically marked with their origin and include the contact details provided by the customer.

Note

Cases created through the Customer Portal include the reporter’s name, email, and phone number so you can follow up directly.

Learn more

• Creating Cases — How to report an issue
• Case Templates — Use predefined templates for common problems
• Resolution — Resolving and closing cases