1
Click + New Case
On the Cases page, top right. The New Case form opens.
Want the full chapter? Solution Guide, chapter 3: Service (PDF) · All documentation
Log a new case
When a customer reports equipment that needs repair.
2
Choose the Account
Pick the customer from the Account list. It is required.
3
Choose the Case type
The list offers Adhoc, Direct and AMC (contract).
4
Type the Equipment label
Brand, kW, type and serial number, for example Crompton 75 kW 3-Ph IM · CG-75-2291.
5
Type the Complaint
Write what the customer reported. Symptom, just below, is optional.
6
Tick the customer's equipment
Under Optional, Assets (customer equipment) lists the equipment of the account you chose. Tick the one that applies. It links the case to that asset's history.
7
Pick a technician
Assign technician is optional. Choose a person, or leave — unassigned —.
8
Click Save
Save creates the case. Cancel, next to it, leaves without saving.
Find a case
When you need one case among many, or a group of them.
1
Click a stage tab
Open, In repair, Awaiting, Closed and All each show one group. The number in brackets is how many cases it holds.
2
Search the list
Type a case reference, equipment or account name in the search box, then click Filter.
3
Use Advanced filters when that is not enough
Click Advanced filters under the search box to filter on more fields.
4
Click List
Field, Lanes and List change how the cases are drawn. List shows one row per case with its age, stage and technician.
5
Click the case you want
Each row shows the account, the case reference, the age, the stage and the technician. Click the case to open its page.
Follow a case to the end
Every case page has the same layout, from intake to close.
1
Read the stage bar
The six stages are Intake, Inspection, Report, Quote, Repair and Close. A green tick is done. The blue number is where the case is now.
2
Open Intake reference
Click the Intake reference bar to open the notes and photos taken when the equipment arrived.
3
Click the Related tab
Request quotation asks your suppliers for a price. Their replies come back into this case.
4
Click the Activity tab
Write a comment, use @ to mention a teammate, and press Ctrl+Enter to post. Comments and every change appear in one stream.
To raise the repair job for a case, see Work orders. To write up what the technician found, see Inspection reports.