Create cases

With our ticket system you can track how far a processing or current status of an important process is completed.

This article explains how to create processes. Please log in to the portal first with the required rights (see above paragraph).

Creating a case

Please click on Master data in the main menu on the left, then on Cases and then on the + New case button on the right. You can also go to My cases directly. 

 

 

You must now give the process a name or select an already created process to create a process. How to create a process is explained in this article.

 

If you create a case without a process, you must give the case a name. A description is optional, but could be useful.

 

 

Once you have made all the entries, please click on Save on the right and you will see an overview of the basic entries.

 

 

If required, you can now assign the process to a user who is to process or monitor the entire process by clicking on the small pencil icon and then selecting the assignment.

 

In the next step, you must create the tasks that are to be processed one by one.

Creating tasks for a case

To do this, please click on the Tasks tab to the right of Information.

You will now see the blue + Create task button, which you must click to create a new task. If you check the box next to Create more, you can seamlessly create one task after the other.

If you no longer want to create a task, simply uncheck the box and click on Save, whereupon you will see the last task you created.

 

 

It is possible to activate the task that is currently displayed directly at the top right by clicking the Start task button.

The task is then displayed as being processed in the status on the left. Clicking on the Close button at the top right closes the window of the last task created and releases the previously created task, which you can now edit or close.

 

Once all tasks are closed, you will see the overview of the tasks.

 

 

• The first column allows you to select and delete individual or multiple processes at once.
• You can see the current status in the Status column.
• The next column, Name, displays the consecutive number of the individual tasks, which is generated automatically for each new task. It is possible to use ascending/descending sorting.
• The Editor column shows the employee to whom this process is assigned.
• The progress bar shows how many tasks have already been completed.
• The last column, Actions, lists the possible actions, such as starting the process (without tasks) or deleting the process completely.

 

If you click on the name of a case, you have the option of starting, pausing or marking individual tasks assigned to the case as completed. If a task is marked as completed but has to be carried out again due to a circumstance (e.g. the repaired mobile device is still not working after the repair), you can also restart a completed task as long as the case has not yet been fully completed.

 

 

The colored markings also show you which task has which status. The Action column in the tasks of a case have the following meaning:

• Start task or restart task
• Pause task
• Task completed or finished
• Delete task

Once a process has been completed, it is displayed under Master data -> My cases in the list on the right-hand side:

Creating comments for cases

Please click on the Comments tab right next to Tasks.

If required, you or authorized employees can leave comments on the processes. Once a comment has been written, please click on the icon with the paper airplane symbol to save the comment. Several comments can be saved.

Linking incidents

Please click on the connections tab to the right of Comments.

If required, you can link events that have been recorded for a client/area here. This can be useful, for example, if you or your employee have documented damage in an event for which you initiate and complete the repair case. Click on + Link incidents and a list with all recorded events will open. However, you will not see any images recorded for the events in this list.

 

It is possible to select several incidents:

 

 

Once all events have been selected, click Save at the bottom left. You will now see your linked events:

  

Attach files to processes

Please click on the Attachments tab to the right of connections.

 

You can attach documents such as images or PDF files here. This may be necessary, for example, to assign invoices or damage images etc. to the process so that they are immediately available when needed.

To do this, simply click on Select files and an Explorer window will open. Alternatively, you can also use the classic drag & drop method, where you can simply drag the desired file into the field.

 

These files can then be accessed by any authorized employee if required, e.g. for better traceability.

Changes to cases

Please click on the Amendments tab. You can track all changes that have been made to a case.

 

 

Click on Show difference and you will be shown in green what has been changed by whom, if something has been changed subsequently.