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FieldLogs

Raising a Case

You can raise a Case to report an issue identified in a Template or a Template Step.

Cases can be raised in the following two contexts:

Context

Description

Example

Template

To report an event or issue on a Template level, you can raise a Case of Edition Template context.

Missing PTC details

Template Step

To report an event or issue on a Step level, you can raise a Case of Edition Step context.

Battery voltage is out of specification

Note

You must have the appropriate access rights to raise an Incident.

Raising a Case on a Template

Cases can be raised from Templates.

To raise a Case from a Template:

  1. On the main menu, go to Templates > Your Templates.

    TemplatesSectionNavigation.png

  2. Select a Template for which you want to raise a Case.

    TemplateSelected.png

  3. Click ExpandMenu.png to expand the options in the Property Pane.

    ExpandPropertyPane.png

  4. Click the Tickets CaseIcon.png icon.

    ClickCaseManagementIcon.png

    The section Case opens as shown below.

    CaseSection.png

  5. Click New.

    ClickNew.png

    A dialog to raise a Case appears as shown below.

    CaseDialog.png

  6. Select the required Case from the Definition dropdown.

    SelectACaseDefinition.png

    The Case for which the Context Type is set to Edition Template during Case Definition are displayed in the dropdown.

    The fields configured for the selected Case are displayed.

    CaseFieldsDisplayed.png

  7. Add the details as shown below.

    FilledCase.png

    Note

    For each Case, the displayed fields may vary based on the Case Definition.

  8. [Optional] In the Custom Fields section, select a Custom Field from a category and enter the values as shown below.

    CustomField.png

    Note

    All the Custom Fields that are available for Cases are displayed.

    The Context in which the Case is available is displayed.

    ContextDetails.png

    Expanding the Context section displays the Elements and Linked Cases field. 

    Template ID details are displayed in the Elements field and linked Case ID details are displayed in the Linked Cases field.

    ContextSectionFields.png

    Note

    The Elements and Linked Cases fields visibility is determined by the Case definition.

  9. [Optional] Click the Attach files button to add images or files to the Case. You can add multiple files as shown below.

    AttachFiles.png
    MissingToolAttached.png

    Note

    All types of documents and media file formats of size under 30 MB are supported.

    To remove a file, click Close_button.png and Yes, Remove.

    RemoveImage.png

    The dialog with all the details filled is shown below.

    AllCaseDetailsFilled.png

  10. Click Save.

    Click_Save.png

    The Case for missing PTC details is raised.

    CaseRaisedSuccessfully.png

    Note

    Click Create another Incident checkbox to raise the same case without clicking New button.

    CreateAnotherIncident.png
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