InfraLink tracks remedial maintenance work and other service requests via manually created Case records, often referred to as Issues. When configuring a new Instance, or a new Contract within an Instance, the project team and Instance Administrator should thoroughly plan for the most commonly reported problems/requests and clearly define the Issue Types, as well as the possible Problem Causes and Resolutions for each. Issue Types, Problem Causes and Resolutions are essential Case attributes utilized for the purpose of data gathering and reporting. When captured, these values allow hundreds or thousands of Case records to be quickly dispositioned by associated symptom, root problem, or corrective action.
When a new Issue is reported, the User must select the Issue Type at the time of Case creation. The Problem Cause and Resolution are typically specified later in the Case Workflow, following problem investigation, troubleshooting and corrective action.
Related Case Status Business Logic
Issue Type, Cause and Resolution selections are displayed within the record Details panel. The presentation of this section, within update and status transition forms, relies on the following business logic being enabled on the current Case Status: Allow editing of case scope.
Additionally, to ensure that Problem Cause and Problem Resolution are captured for every related Case, the following business logic must be enabled on the workflow's "Closed" status: Require completed issue diagnosis and resolution.
See Case Statuses for additional information or guidance.
Review detailed guidance for each Case Diagnostic: