Overview

Cases Overview

The GE Vernova Sentinel Web Cases module provides case information derived from a valid alert, or a case created by an analyst, and requires action to resolve an issue.

The Cases Inbox displays the name of the filter selected, such as Unclaimed or My Active Cases. It also displays the following icons from left to right on the screen:

  • : Displays the asset hierarchy.
  • : Displays the pre-defined filter sets that you can use to filter the cases. The filter set that is currently applied to filter the cases appears next to .
  • : Refreshes the Cases page to display the new cases that match the applied filter set. By default, the Case queue is refreshed only when you select . However, you can enable auto-refresh for the view to be automatically refreshed in specific intervals by selecting the time interval in the drop-down list box next to . Disabling auto-refresh prevents new cases from loading until you manually refresh the queue.
    Note: When you select an interval time to refresh the Cases Inbox view and Cases Grid view, your selection persists between both views so you can get the most recent results. Your filter and grid customizations also persist after refreshing.
  • : Exports all cases to a CSV file and downloads the CSV file to your local drive.
  • : Switches the view to Cases Grid view which displays the cases in a tabular format.
    Note: When you are in the Cases Grid view, the button changes to and you can select this button to switch the view to Cases Inbox view.

Cases are displayed in a queue using filters that can be applied using the drop-down list box that appears next to the filter name displayed when the Cases page is accessed.

The default case filters include:
  • All Cases: Displays all cases, regardless of status or ownership
  • Unclaimed: Displays all unclaimed cases
  • My Active Cases: Displays all cases claimed by you
  • Open Cases: Displays all open cases
  • Closed Cases: Displays all closed cases

You can sort the queue by Name, Status, Case ID, Asset Name, or Creation Time. Once you have done the initial sorting, you can sort by Ascending or Descending order.

In the queue, each case displays the following information, when available:
  • Case name
  • Date and time the case was created, last updated, closed on
  • Status of the case
  • Asset Name

When you select a case in the queue, you can enter report information, view an alert charts, and manage actions, notes, and evidence pertaining to the issue.

About Case Details

The Case Details page displays information about a given case.

The Case Details page is divided into multiple sections to provide the functionalities or information about a case. You can access these sections in the following ways:
  • Scroll the Case Details page.
  • Select the icon corresponding to the section in the shortcut menu. The shortcut menu appears near the scroll bar.

The shortcut menu in the Case Details page provides an easy way to access a section in the page. The menu that contains icons for each section appears near the scroll bar.

By default, the sections of the Case Details page are expanded. However, you can collapse a section by selecting the heading of the section. The Case Details page contains the following sections:

Case Header

Case Header contains the following basic information about the case:
  • The name and severity of the case. You can select the severity to change the severity of the case. In addition, you can select to modify the name of the case.
  • The Status drop-down list box that enables you to select the status of the case.
  • The Refresh button refreshes the Case Details page.
  • The Notify User(s) button enables you to send notifications about the case to users and user groups.
  • The Claim Case button enables you to take the ownership of the case. The Claim Case button appears only for the unclaimed cases.
  • The Actions menu allows you to assign and delete the case.

Case Information

In the shortcut menu, represents the Case Information section. This section contains the following information on the case and the asset associated with the case:
  • Case ID
  • Date and time when the case was last updated
  • Name of the owner who created the case
  • Name of the user who created the case
  • External Case ID
  • Name and Path of the asset associated with the case

Interpretation

In the shortcut menu, represents the Interpretation section. This section enables you to select a Category, Likelihood, and Impact, and to add or edit Symptoms, Possible Cause, and Recommendation to the case.

In the Symptoms, Possible Cause, and Recommendation sections, you can also add links.

Evidence

In the shortcut menu, represents the Evidence section. You can use this section to view charts . You can also view or remove linked alerts.

Notes

In the shortcut menu, represents the Notes section. This section displays the notes or links related to the case.

About Case Severity and Status

Following are the case statuses:
  • Awaiting Resolution
  • Closed – Actioned
  • Closed – Internal
  • Closed – Not Actioned
  • Customer Action Pending
  • Notification to Customer
  • Under Customer Review
  • Under Investigation