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For unscheduled work, such as proactive maintenance and service orders, InfraLink historically provided two Case Category Types: Problem and Quick Action. Problem-type Case Categories applied all of InfraLink's Issue-Management capabilities, while the Quick Action-type Case Categories employed a pared-down feature set. This two-sizes-fit-all approach became less realistic as the application began supporting a wider variety of work activities.
InfraLink v3.5.42 introduces the the Issue Management Case Category Type, which supports all Issue-Management fields/features but offers a combination of global and Contract-level configurations to control their presence and behavior in different scenarios. Configurable Issue Mangement Management fields include, but are not limited to, Case assignment, System Element association, Issue Types, Problem Causes and Resolutions. Employing only the necessary features per Case Category and status unclutters Case creation and update can unclutter New/Edit Case forms and streamlines streamline data entry.
To provide an example of how these new global and Contract-level configurations may be applied, let's consider the use of Job Numbers. If an instance does not use Job Numbers at all, the Job Number fields can be hidden globally, across all Case Categories. However, if Job Numbers are used on just one of the five Contracts on an instance, the feature can remain optional across all Case Categories and then hidden at the Contract level where appropriate.
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Case Custom Field Permissions must be enabled at the Instance level. Instance Administrators should contact helpdesk@infralink.com to request access to this feature. |
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