Cases Management
About Case Actions
In the cases inbox and details page, you can perform various tasks.
- 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
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
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
Results
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:
- To add or modify information in the INTERPRETATION section:
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.
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
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:
- To delete a note:
Link or Unlink an Alert to a Case
Before You Begin
You must have either the Edit Case Detail permission or Cases permission.
About This Task
You can select an alert from a list related to the current asset, or search all alerts. You can link an alert to a case as evidence. Linked alerts are listed in the EVIDENCE section with the most recent entry first.
Procedure
- To link an alert to a case:
- To unlink an alert from a case:
- In the EVIDENCE section of the Case Details page, select Remove button for the alert that you want to unlink from the case.
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:
- To reopen a closed case: