Cases Management

About Case Actions

In the cases inbox and details page, you can perform various tasks.

You can perform the following tasks for a case that belongs to the same tenant:
  • Editing the INTERPRETATION section of a case.
  • Claiming and assigning a case.
  • Acknowledging a case assignment.
  • Adding or editing an external Case ID for a case that belongs to the same tenant.
  • Adding or deleting notes.
  • Viewing an alert charts.
  • Viewing or linking an alert to a case.
    Note: You can only view linked alert of a general visibility case that belongs to another tenant.
  • Closing, editing, or reopening a case.

Claim a Case

Before You Begin

You must have either full Cases permission or Edit Case Detail permission to claim a case.

About This Task

Once you claim a case, you can begin to work the issue.

Procedure

  1. In the module navigation menu, select Cases.
  2. Select , and then select the case filter set. The cases for the selected filter set appear.
  3. Select a case in the queue.
    The Details page for the selected case appears.
  4. Select Claim Case.

Results

You are designated as the owner of the case.

View an Alert from a Case

About This Task

When a case is created from an alert, a case entry is made in the Cases module, and the associated alert appears as a link under EVIDENCE section of the Case Details page.

You can view the originating alert in a separate tab.

Procedure

  1. In the module navigation menu, select Cases.
  2. Select a Cases Inbox filter and then select a case.
  3. In the EVIDENCE section in the Case Details page, select the alert that you want to view.
    The selected alert appears in a new tab.

Assign a Case

Before You Begin

You must have either full Cases permission or Edit Case Detail permission to assign a case to a user or user group.

About This Task

You can assign a case to a user. If you assign the case to a user, that user becomes the owner of the case.

Procedure

  1. In the module navigation menu, select Cases.
  2. Select , and then select the case filter set that contains the case that you want to assign.
  3. Select the case that you want to assign.
    A section that contains the details of the case appears.
  4. Select , and then select Assign Case.
    The Assign Case window appears, displaying the prompt for the User name.
    1. In the box, enter the name of the user, and then select Find. A list of all users that match the name appears.
    2. Select the name of the user to whom you want to assign the case.The user is assigned as the owner of the case and the name of the user appears in the CASE INFORMATION section of the Case Details page for the case.
    • Depending on whether you want to share the report with a user or user group, select one of the following options:
      • If you want to share the report with a user, select User, and then perform the following steps:
        1. In the box, enter the name of the user, and then select Find. A list of all users that match the name appears.
        2. Select the name of the user with whom you want to share the report.
      • If you want to share the report with a user group, select Group, and then perform the following steps:
        1. In the box, enter the name of the user group, and then select Find. A list of all user groups that match the name appears.
        2. Select the name of the user group with whom you want to share the report.

Results

The list of cases appears.

Modify Case Interpretation

Before You Begin

You must have permissions to access or modify the INTERPRETATION section.

About This Task

Use the header section to change the case name, assign a case status, and claim a case. When you create a case from the Alerts, you may need to enter additional information for the associated case.

Procedure

  • To add or modify information in the Case Header:
    1. In the module navigation menu, select Cases.
    2. Select a Cases Inbox filter, and then select a case.
    3. Select the case name, and then enter a new name.
    4. In the Status list, select a status option.
      Note: When you select Closed for the first time, the Close Case window appears, where you can enter the notes for the case.
  • To add or modify information in the INTERPRETATION section:
    1. In the module navigation menu, select Cases.
    2. Select a Cases Inbox filter, and then select a case.
    3. Each case contains a unique option. Select the options that apply:
      FieldDescription
      CategoryIndicates the type of issue. Select a category from the drop-down list box, such as Mechanical or Vibration, to apply to the case
      LikelihoodIndicates how likely the issue is to occur in the future. Select a likelihood from the drop-down list box, where the values range from Very Unlikely to Highly Likely.
      ImpactIndicates impact of the issue. Select an impact option, such as Low or Very Server, from the drop-down list box.
      SymptomsIndicates the symptoms that caused the alert for the case. Enter the symptoms that caused the issue. You can also add symptoms when creating the case.
      Possible CauseThe apparent cause of the alert, and steps taken to confirm the diagnosis. Enter the apparent cause of the issue as text or add a web address that appears as a link, which directs to a website that has the information about the Diagnosis.
      RecommendationThe recommended action to take and when the action should be scheduled. Enter the recommended action text.

Add an External Case ID

Before You Begin

You must have the Edit Case Detail permission or the full Cases permissions to add an External Case ID.

Note: You cannot add an External Case ID for a case that belongs to another tenant.

About This Task

When you create a case from an alert, GE Digital APM generates a case ID, which you can modify or add a new one. You can add an external case ID in an existing case.

Procedure

  1. In the module navigation menu, select Cases.
  2. Select a Cases Inbox filter, and then select a case.
  3. In the CASE INFORMATION section, in the EXTERNAL CASE field, select ADD.
  4. Enter External Case ID, and then select the space outside the text box.
    The new External Case ID appears in the CASE INFORMATION section of the selected case.

Add or Delete Notes in a Case

In the NOTES section of the Case Details page, you can add clarifications, diagnoses, or recommendations.

Before You Begin

You must have permissions to access and modify cases.

Procedure

  • To add a note in a case:
    1. In the module navigation menu, select Cases.
    2. Select a Cases Inbox filter, and then select a case.
    3. In the NOTES section, in the text box, enter the note text.
    4. Select Add Note.
      The new note appears at the top of the list. Your name appears next to the timestamp after the note has been added.
  • To delete a note:
    1. Select next to the note.
      The selected note is removed from the NOTES section. You can delete only the notes that you have added.

Close, Edit, or Reopen a Case

About This Task

Closing a case adds a CLOSE CASE section to the Case Details page. When you close a case, a window appears where you can enter a closure code and add any notes.

If the case is reopened, the CLOSE CASE section remains in the Case Details page. You can modify the resolution code and notes directly in the CLOSE CASE section.

Procedure

  • To close a case:
    1. In the module navigation menu, select Cases.
    2. Select a Cases Inbox filter and then select a case.
    3. From the Case Details page, select CLOSED from the Status drop-down list box.
    4. Select the resolution date. The date range should be between the Case Created date and the Current date.
    5. In the NOTE box, add a closure note, and then select Close Case.
      A new CLOSE CASE section appears in the Case Details page, displaying the closure code and note.
      Note: When closing a case, to modify the closure note:
    6. Access the CLOSE CASE section of the Case Details page.
    7. Next to the note, select .
      A text box containing the existing text appears.
    8. Modify the note, and then select Save.
  • To reopen a closed case:
    1. Select one of the non-closed status from the Status drop-down list box.
      The status is changed, and the previously closure note remain in the case.