Case Management

Last modified on 2023/07/17 16:09
Contents
Definition

A case is a request submitted by an employee to the IT Department asking for assets to be made available or for services to be performed, other than those related to the provision of IT equipment and services which are processed through service requests.

EndDefinition

 

Each case:

  • Is manually created by a Front Office user (the requestor) via a portal. It can also be manually created by a Back Office technician on behalf of a recipient via a simplified quick call.
  • Is associated with a catalog entry, through its category.
  • Is managed by the workflow of the category.

Processing of cases

  • The workflow will start when the ticket is assigned to a Support person.
  • It will generate actions that can be manual or automatic. Open url.png See Action types
  • Each time an action is performed, the status of the case will be updated and will show the progress of the case.
  • A history enables you to store a trace of each action performed.

Notes

  • Case management uses simplified forms.
    • The quick call uses the conditional form presentation called Creation of a case. Open url.png See Simplified quick call
    • The Action form that you can open in the timeline uses the conditional form presentation called Case Action Form.
  • Front Office users can view their cases by selecting General > My Data > My Cases or General > My Department > Manage Cases in the menu.
  • The requestor and the recipient can be the same person.
  • You can define the format for numbering cases by selecting Administration > Parameters > Auto-Inc Fields in the menu.
  • You can cancel a request using the Close wizard. This is possible only if no action has been performed.

Menu access

Service Operation > Case Management > All Cases

Description of tabs

         Case.png

TabUpdateRules_After2016Versions

Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png

Activity

Description

Information on the current object, i.e. title, category and description.

  • Update: In this tab

Timeline

ActivityTab

List of successive actions performed to process the current object displayed in a timeline. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         Action tab - Timeline.png

Representation Description
Timeline - Detail.png History of actions
  • The history is displayed in reverse chronological order.
  • To Do section: Actions to be performed.
  • Done section: Actions performed and completed.
    • A counter indicates you the number of actions.
    • Click the title of the section to display or hide the actions.
    • You can display the history in a timeline or in a table. Switch to the two modes using the Display as table icon.png and Display as timeline icon.png.
    • Note: You can change the information of a completed action. Open url.png See the procedure.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
Timeline - Tools.png Different options allow to adjust the size of the timeline.
  • The Compact mode is used to not display actions associated with an action type whose Hidden in the Action History flag is checked. Otherwise all the actions will be displayed.
    • When you select this mode, the history counter indicates you the number of hidden actions.

      example 3 / 5 ==> It indicates than two actions are hidden.

    • When you do not select this mode, all the actions will be displayed. The history counter indicates you the total number of actions.
  • Plus icon.png: Used to expand the timeline and display each action fully.
  • Minus icon.png: Used to reduce the timeline.
Timeline - Action history as timeline.png History of actions in Timeline mode
  • Display as table icon.png: Used to return to the history in Table mode.
  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
  • (3) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Timeline - Action history as table.png History of actions in Table mode
  • Display as timeline icon.png: Used to return to the history in Timeline mode.
  • Display as large table icon.png: Used to display the table of the history over the full width of the page. Click Display as large table icon.png to return to standard display.

    Display as large table.png

  • Display as high table icon.png: Used to display the table of the history over the full height of the tab. Click Display as large table icon.png to return to standard display.

    Display as high table.png

  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click an action to display its details in the sidebar pane.
  • (2) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Activity wizards.png Wizards
  • (1) Wizards that can be run outside the workflow are found at the top of the tab.

    example Create Task, Hold/Reopen

  • (2) Wizards specific to an action are found in the Wizards list icon.png list. The three most recently used wizards will appear as buttons, enabling you to access them quickly.

    example Process this Action, Notify Support Person, Create Related Action

Details

ObjectNumber

Number: Automatically generated number of the current object when it was created.

Best Practice icon.png  You can format the number via the Administration > Parameters > Auto-Inc Fields menu.

CreationDate

Creation Date: Creation date of the current object.

  • The date is used as the start date and time for calculating SLA maximum time.
  • This is displayed in the time zone of the recipient.
Status

Status: Current status of the current object, automatically updated via the steps of the workflow.

Best Practice icon.png  You can display the workflow associated with the current object by clicking ▼ next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.

Recipient

Recipient: User associated with the current object. It can be different from the requesting person.

  • When you create a ticket for a recipient user associated with a VIP level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
RequestingPerson

Requesting Person: User who reported the current object to the IT Department.

Location: Location of the current object, enables the technician required to travel onsite to know where the location is.

  • By default, it is the location of the recipient.

Case Description (category): Catalog entry associated with the current object, used to run the relevant workflow.

Description

Description: Description of the current object.

  • It is specified by the user in the Self Service portal or by the technician during the quick call.

Solution

Set of information specified at the end of the processing for the current object.

  • Update: When an action related to the current object is completed. You can also use the Close wizard
     

List of fields

Solution

Solution: Contents of the Comment field specified in the final or closing action for the current object.

ImmediateSolution

Immediate Solution: Used to indicate if the IT Department has solved the current object right from the quick call (box is checked) or if one or more actions have been carried out by different Support persons (box is not checked) involving a transfer or escalation.

SolutionDate

Solution Date: Date on which the processing of the current object ended and its meta-status became Completed.

  • The date is displayed in the time zone of the recipient.
TimeToSolve

Time to Solve: Actual processing duration of the current object, taking into account the service hours of the IT Department and public holidays (OLA/UC defined for the workflow).

  • Duration expressed in HH:MM.

Discussion

DiscussionTab

List of discussions which users can access based on their domain and the visibility of the discussion.

  • Enter the keywords you want in the Search field and press Enter. 
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.

User information

UserInformationTab

Information on the recipient of the current object, e.g. name, function, phone number, email address, location and department.

  • Update: Only the recipient and location can be modified in this tab.

Attachments

AttachmentTab

List of documents attached to the current object. Open url.png See uploading and downloading documents.

  • You can also attach documents by clicking Attachments in the Details tab or during the quick call.

Procedures and Wizards

How to create a case

Via a quick call (Back Office ticket)

CreateTicket_StepSelectUser_Procedure

   You must have an authorized profile (Enable ticket creation from the search bar right)

Step 1: Create the quick call

1. You can click the quick creation button + Quick Call in the top banner.

          Create ticket via Quick creation button.png

2. You can also search for the requestor/recipient in the search field in the top banner. Hover over the relevant user in the list and click + Ticket.

          Create ticket via search bar.png

  • Enter the new ticket title (short description) and click Create.
            Create ticket via search bar - Title.png

   The window for entering the ticket title (short description) will not appear if in Other Parameters, the {SM} Hide title when creating ticket parameter is enabled.

The quick call screen will open.

  • The Recipient field will be preloaded with information on the selected user (method 1) or with the selected user (method 2).
  • The default category of the quick call is the one marked as Back Office by default in one of the catalogs of the domain of the logged-in user.

Step 2: Enter information in the quick call

Best Practice icon.png  You can use the help resources available.

  • Known errors: By default, the list is filtered using the category and CI/equipment.
  • Problem knowledge base: By default, the list is filtered using the location, department, category and CI/equipment.
  • Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.

1. Enter the information for the quick call.

  • Click the title of one of the news articles in the Contextual News Articles tab to see the solution.
    The News Article form will appear in a new tab.
  • Click Use for Solution if the solution can be used to solve the ticket.
    The News Article form will close. The solution will be will automatically be copied to the Solution field in the quick call.
     

Step 3: Proceed with the quick call

CreateTicket_StepFollowUp_Procedure

1. Click below to follow one of the procedures for the quick call.

  • Click the Resolve action button.
  • Complete the intervention report.
  • Click Finish.
    • The time spent by the user is automatically taken into account.
    • The workflow will proceed to the next step.
    • The quick call will be saved with the status of this step.

  • Click the Assign action button.
  • Specify the group or Support person to whom you want to assign the quick call.

Best Practice icon.png  Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.

  • Click Finish.
    • The quick call will be saved.
    • The counters in the notification bar will automatically be updated for the relevant Support persons.

  • Click the Save as Draft action button.
    • The quick call will be saved and associated with the Processing in Progress meta-status.
    • You can reopen it at any time by selecting Service Operation > Drafts > Drafts for incidents, service requests and cases or Service Transition > Drafts > Drafts for change requests.

Step 4: Process actions for the new case

1. Open the Case form.

2. Process the actions. Open url.png See the procedure

Using a quick access command

You can define a quick access command to run the case creation wizard directly in the search field in the top banner.

     Open url.png See the procedure

       Ticket via Quick access command.png

Wizards

Close
Duplicate
Send Email to Requestor
New Task
Notify Support Person
Reminder for Support Person
Reopen

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