A Case is a small, specific, well-defined, trackable scope of Operations and Maintenance work. Each work activity to be performed on a project (i.e., Contract) should be tracked as a Case. A Case record includes basic Case details (e.g., Case Number, Summary, Contract, etc.) and any number of custom attributes, which vary by Case Category. The Case Category also determines the Case Workflow. A workflow defines how and when the Case can move from one status to another, from the time of Case creation until its resolution and closure.

This article discusses the following activities related to Case Management.

Creating a Case

New Cases are created via the Create Case form in Job Connect. The Create Case form is accessible from multiple points within the User Interface.

Accessing the Create Case Form

• Both Construction and Maintenance Modes
  • Settings

• Construction Mode Only
  • Item List View (JCC) - The Item List Panel has two locations where Cases can be created: the Status list panel and the Issues list panel. A User must have a System Element selected in order to create an Issue/Case using either. Without a System Element selected, Job Connect will alert the User that, "No System Elements Selected - Please select at least one system element to create an issue".
    • Status List Panel
      1. Select Status from the top of the Item List panel. 
      2. Select one or more System Elements from the drawing or from the Item List available, keeping in mind that if multiple System Elements are selected the same amount of Cases will be created. (Ex. If four system elements are selected then you will need to repeat steps 4 and 5 for each System Element).
      3. Select Create Issue at the bottom of the Status list panel. 
      4. Select an Issue Type from the list according to your needs. 
      5. See the Completing the Create Case Form section below for additional guidance.
    • Issues List Panel
      1. Select Issues from the top of the Item List panel. 
      2. Select one or more System Elements from the drawing keeping in mind that if multiple System Elements are selected the same amount of Cases will be created. (Ex. If four system elements are selected then you will need to repeat steps 4 and 5 for each System Element).
      3. Select Create Issue at the bottom of the Issues list panel. 
      4. Select an Issue Type from the list according to your needs. 
      5. Fill out the rest of the Create Case form according to the Completing the Create Case Form section below.
  • System Element Panels (JCC) - The Details panel of a System Element contains a Create Case widget that opens the Create Case Form.
  • Drawing Navigation (JCC) - Pin Enabled Drawings allow a User to place an Issue/Case directly onto a map/drawing. Essentially, the drawing must state "Drawing Enabled for Case Placement" in order for the following functionality to be available. For additional information and instructions on placing pins, see the Drawing Navigation (JCC) page for assistance. 
• Maintenance Mode Only 
  • Case Views (e.g., My Cases, New Cases, Pending Cases, Global Cases)
  • Location Details View
  • System Element Details View

Completing the Create Case Form

Once you have accessed the Create Case form, use the following illustrations and guidance to complete the form and create a new Case record.

1. Tap the chevron (">") to select the appropriate Contract.
2. Once a Contract is selected, additional form fields will be presented. An asterisk indicates the field is required. See the images below for field-specific guidance.
3. Once all required fields are populated, the Create button, located in the top right corner of the Create Case form, will become active. Check all of your entries and selections for accuracy and then tap Create.

Locating Existing Cases

Once a Case has been created in InfraLink/Job Connect, multiple project team members may need to access the Case details for various purposes.  For example, technicians may need to access their assigned Cases to log updates from the field. A Team Leader may need to access a Case to track the progress of his/her dispatch technicians.  The Accounts Payable team may need to access Case Details to review billable Activities. To open an existing Case record, a User must first locate it within the UI.

Construction Mode

Locate existing Cases from:

• All Cases View (JCC) (e.g., My Cases, All Cases)
• Item List View (JCC) (e.g., Issues Item List Panel, Pinned Cases/Issues on the map/drawing)
• Drawing Selector View (JCC) (e.g., All Cases, Wrench Icon showing all Open Cases and Assigned Cases)

Maintenance Mode

Locate existing Cases from:

• Case Views (e.g., My Cases, New Cases, Pending Cases, Global Cases)
• Jobs Map View - Map Information Callout Box or Records List
• Location Details View
• System Element Details View
• Drawings Details View - System Element Labels or Records List.

Updating a Case

Cases follow a defined workflow, which includes a sequence of milestones referred to as statuses. A workflow is defined by the Instance Administrator for each Case Category. InfraLink/Job Connect ensures each Case progresses according to the assigned workflow, and it tracks each status transition. Additionally, Job Connect allows the project team to capture a complete and accurate history of Case resolution by logging other actions, events and details that may arise as a Case progresses through its workflow. Since some Case updates may change the status of the Case, in accordance with the configured workflow, and other updates only add or change Case details, there are two kinds of Case updates:

• Basic Case Updates - Basic updates add information to the Case details but do not change the Case Status.
• Case Status Transitions - Case Status Transitions move a Case from one status to another status, consistent with the Case Workflow's allowed transitions.

Basic Case Updates

Accessing the Case Update Form

Construction Mode

1. Once you have located the desired Case record, tap the Case to select it. You will be presented with the Case Details Panel.
2. Scroll to the bottom of the panel to find the Update field. Select Update in order to see the Case Update form. 

Maintenance Mode

1. Once you have located the desired Case record, tap the Case to select it. You will be presented with the Case details view.
2. Tap the Case Action icon in the top right corner of the viewing pane.
3. From the Action drop-down menu, select Update. You will be presented with a Case Update form.

Completing the Case Update Form

1. Once you have accessed the Case Update form, populate the necessary form fields:
   1. Effective Time - By default, the Update Effective Time is set to current time. Edit date and time as needed. Note: the time set can not be before previous update times or in the future.
   2. Enter Comments about the Case Update. Comments are required with every basic Case update.
   3. If the Case is of the Problem Type, you will have the option to update the Issue Type. Multiple Issue Types can be selected if necessary.
   4. Under Associated Media, create any necessary attachment(s) for the Update. Select file source(s):
      1. Photo - Use to capture single photo.
         1. Tap Photo icon to activate the device's camera.
         2. Take the photo
         3. Select Retake or Use Photo.
         4. Upon tapping Use Photo, you will be returned to the Case Update form, where the captured photo is displayed under the Associated Media section.
      2. Multi-Photo - Use to capture multiple photos.
         1. Tap the Multi Photo icon to activate the device's camera.
         2. Take the first photo.
         3. Select Retake or Use Photo.
         4. Repeat steps 1 and 2 for subsequent photos.
         5. Once all necessary photos have been captured, tap Cancel in the lower right corner of the screen.
         6. You will be returned to the Case Update form, where the captured photos are displayed under the Associated Media section.
      3. Camera Roll - Use to attach existing photos from the device's Camera Roll.
         1. Tap Camera Roll icon to access device's Camera Roll.
         2. Select one or more photos by tapping on each.
         3. Tap Select (#) in top right corner of screen.
         4. You will be returned to the Case Update form, where the Cameral Roll photos are displayed under the Associated Media section.
      4. Another App - Use to attach files from other device applications. 
         1. Tap the Another App icon. A dialogue box will instruct you to open the third-party application.
         2. Open the application and select the file.
         3. Use the application's Share button to copy the file to Job Connect.
         4. Return to Job Connect and tap the file name, which should appear above the Another App instructional message.
         5. The copied file should then appear in the Associated Media section of the Case Update form.
      5. Video - Use to capture a 15-second video using the device's camera.
         
         1. Tap the Video icon.
         2. Focus the device camera on the intended subject.
         3. Tap the camera icon at the bottom of the screen.
         4. A 15-second timer in the corner of the screen will count down the recording time.
         5. Press the play icon to review your video.
         6. Tap Use to use the video in your Case update; or tap Retake to film again.
         7. Upon tapping Use the video file will then appear in the Associated Media section of the Case Update form.
   5. Select System Element(s) - Update the System Elements associated with the Case, as necessary. Tap Select System Element(s) multiple times to add multiple System Elements.  To remove an erroneous selection, simply swipe left on the System Element name to delete.
   6. Select Responsible Party - Update the User(s) responsible for the Case, as necessary. Multiple Users can be selected. To remove an erroneous selection, simply swipe left on the User Name to delete.
   7. Select Person to Notify - Update the User(s) subscribed to Case updates, as necessary. Multiple Users can be selected. To remove an erroneous selection, simply swipe left on the User Name to delete.
   8. Add Activity - If applicable, add Activities with the Case Update. See Managing Activities for more information and guidance.
   9. Update custom attributes, as necessary. Note: Custom attributes (i.e., Custom Fields) vary by Case Category.
      1. For media type Custom fields, only 10 images can be added at a time. If more are needed then a User will need to save their form first to be able to add more images. 
2. Once all required fields are updated, tap Done in the top right corner of the form.

Case Status Transitions

Some Case updates are workflow actions that result in a status change. These Case updates are initiated using the available status transition options in the Case Action drop-down menu. The status transition options are named for the corresponding workflow activities (e.g. Acknowledge, Suspend, Complete, etc.) Initiating a status transition varies slightly between construction and maintenance UI modes.

Construction Mode

In Construction Mode, Case/Issue status transitions can occur from the Case Details panel, accessible from the All Cases View (JCC) and the Item List View (JCC). The available statuses are displayed as blue buttons in the Workflow field of the details panel associated with a Case. The statuses can vary depending on the current status of the Case, therefore the transition names will not always be similar to the buttons below. 

All Cases View

1. From the All Cases View (JCC), tap on the desired Case record to open the corresponding Case Details panel. 
2. From the Workflow field in the Details panel find the viable next status for a Case. The Statuses can range anywhere from Acknowledged, Suspended, Resolved, Claim, etc. 
3. Selecting a status will open the corresponding transition form.
4. Complete the following required field: Summary.
   1. The other fields can be filled at User discretion.
5. If any fields are required, the Done button on the form will remain greyed out until those form fields are populated. Tapping Done will show a User the information missing within the form. 
6. When the Done button is blue, the status transition can successfully be completed. 

Item List View

1. From Item List View (JCC), tap on Issues in the Details panel. 
2. Select an open Issue from the Item List panel and scroll down the subsequent Case Details panel until the Workflow field.
3. From the Workflow field in the Details panel find the viable next status for a Case. The Statuses can range anywhere from Acknowledged, Suspended, Resolved, Claim, etc. 
4. Selecting a status will open the corresponding transition form.
5. Complete the following required field: Summary.
   1. The other fields can be filled at User discretion.
6. If any fields are required, the Done button on the form will remain greyed out until those form fields are populated. Tapping Done will show a User the information missing within the form. 
7. When the Done button is blue, the status transition can successfully be completed. 

Maintenance Mode

Case Details

1. From one of the Case Views, tap on the desired Case record to open the corresponding Case details.
2. Tap on the Case Action icon in the top right corner of the view.
3. From the Case Action drop-down menu, select the desired status transition option.
4. You will be presented with the corresponding status transition form, which closely resembles the basic Case Update form. Please reference field-specific guidance in the Complete the Create Case section above. Please note that Custom Fields vary by Case Category and Case Status. In many cases Custom Field values are required for the desired status change.
5. Once all necessary fields are populated or updated, tap Done in the top right corner of the form.

Work Forms Required for Status Transition

With some Case Status transitions, Work Form completion may be required.

• Construction Mode: If a Work Form(s) is required for a status transition, the associated transition button will be displayed in gray until the Work Form(s) is complete.
• Maintenance Mode: If a Work Form(s) is required, that will be noted within the Case's General details view, and the transition option will be flagged accordingly within the Case Action drop-down menu.

The required Work Form(s) must be completed before the Case can transition to the target status.  See Completing Work Forms for more information and guidance on Work Form completion.

Related Topics

The following pages offer additional information and guidance on related topics.

Related Cases/Issues

Bulk Updating Cases (Construction Mode)

Completing Tasks

Completing Work Forms