Creating Cases

Creating a Case

1. Navigate to Cases in the sidebar
2. Click Create Case
3. Fill in the details:
   • Deployment — Which deployment the case belongs to
   • Case Template (optional) — Pre-fills title, type, description, and solution suggestion from a template
   • Title (required) — A brief description of the issue
   • Description (optional) — Detailed description of what happened (supports Markdown formatting)
   • Solution suggestion (optional) — An initial proposal for resolving the issue
4. Click Save

Note

Creating a case intentionally asks only for the essentials. Further details such as type, the affected device, assignee, affected parts, tags, or files are added afterwards in the full case detail page.

Using a Case Template

For common or recurring issues, you can create a case from a Case Template. This pre-fills the title, type, description, and solution suggestion based on the template.

See Case Templates for details.

Who gets notified?

When a case is created:

• The assignee receives a notification
• If no assignee is set, the deployment’s Default Case Assignee is notified
• The Default Case Notification Email receives an email (if configured in deployment settings)

Tip

Configure default assignees and notification emails in your Deployment settings to ensure cases are always routed to the right people.

Automatically created cases (machine data triggers)

Cases don’t always have to be created manually. A machine data trigger can automatically create a case as soon as a measurement meets a defined condition (e.g. a threshold being exceeded). Optionally, a case template is applied and a responsible user is assigned.

For details on the trigger mechanics, see Machine Data > Triggers.

Linking to Work Orders and Service Jobs

A case can be linked to other items:

• Work Order — If a case requires hands-on work, create or link a work order directly from the case.
• Service Job — A case can be assigned to a service job to be handled on-site together with other items.

This creates an end-to-end connection from the reported problem through the planned work to the documentation.

Assigning affected parts

In a case’s detail view you can assign affected spare parts. When a device is attached to the case, the parts installed on that device become an additional source — alongside the general spare parts (materials) and part categories. This makes it quick to record which part is affected.

Attaching evidence

Upload files to document the issue:

• Photos of damage or error displays
• Screenshots of error messages
• Video recordings of device behavior
• Relevant documents or reports