Resolution

Resolving a Case

When a solution has been found and applied, resolve the case:

1. Open the case
2. Document the solution — describe what was done to fix the issue
3. Change the status to Resolved

The resolution is timestamped, and the Resolution Duration (time between case creation and resolution) is calculated automatically.

Solution suggestions vs. final solutions

Cases support two solution fields:

• Solution Suggestion — A proposed fix, often pre-filled from a Case Template. This is what you think will work.
• Solution — The actual resolution that was applied. This is what actually worked.

This separation is useful for knowledge building — over time, you can compare suggested solutions to actual solutions and refine your templates.

Linking to Work Orders

If resolving a case required physical work on a device, link the related Work Order(s) to the case. This creates a traceable connection from incident to resolution to documented work.

Archiving

After a case is resolved, it can be archived to move it out of the active case list. Archived cases remain searchable and accessible for historical reference.

Tracking resolution metrics

WAKU Care tracks:

• Resolution duration — How long it took from case creation to resolution
• Resolution patterns — Which case types and templates have the fastest/slowest resolution times

Tip

Monitor resolution times to identify areas for improvement. If certain case types consistently take long to resolve, consider creating more detailed Case Templates or Work Templates to speed up the process.