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Contact your Instance Administrator with any questions or concerns about the new UI and your workflows.

Administrative Features Supported by New Case UI

Recent launch of the Issue Management Case Category Type was a first step in creating a more flexible and customizable interface for managing Issues (i.e., unplanned work) in InfraLink. With the new Case UI, administrators have a combination of global and Contract-level configurations for customizing Issue Management features for their unique operational environments.

Configurable Native Field Behaviors

Certain Case data fields (e.g., Assigned to, Due Date, Issue Type, Problem Cause and Resolution) were long considered standard for InfraLink. That is, these fields were presented during Case creation or Case update, regardless of the scenario. With the launch of v3.5.50, administrators can now configure the behavior of these data fields for Issue Mangement and Quick Action type Case Categories. Making these fields optional, required, hidden or read-only, depending on the type of work, can greatly streamline the end user experience. There are two ways for administrators to do this:

• Global Control - Define field behavior at the Case Category level. For example, if the System Element field behavior is defined as Required within a Case Category configuration, a System Element selection will be required in every use of that Case Category (i.e., across all Contracts).
• Contract-Level Control - If a field behavior is defined as Optional at the Case Category (i.e., global) level, the field's behavior can then be defined at the Contract level. That is, for each Contract using that Case Category, the administrator can define the field behavior on a status-by-status basis.  For example, the Due Date field is always defined as Optional at the Case Category level. For each Contract, the administrator can define the Due Date field behavior (e.g., Optional, Required, Hidden, Read Only) per status in the Category-assigned workflow. Due Date may be hidden during the initial status, optional upon Case acknowledgement, and required to transition to the in-progress status.

Filter Issue Types by Case Category

InfraLink has long supported a comprehensive dictionary of administrator-defined Issue Types. Thesediagnostic codes allow teams to quickly understand the nature of a service request (i.e., Case) and allow for meaningful reporting. Historically, the Issue Types dictionary was presented in its entirety at the time of Case creation or update. Navigating a large global list can overwhelm users and lead to inaccurate selections.

To improve the user experience and encourage accurate data capture, InfraLink's new Case UI supports the filtering of Issue Types by Case Category.

Please note, because these Issue Type selections apply to the Case Category, filtering will impact all Contracts that use that Case Category.

Conditional Case Custom Fields

Contract administrators now have more control over what Case Custom Fields are presented and when. With the new Case UI, administrators can now configure Case Custom Field conditionality at the Contract level. Once Custom Fields are assigned to a Contract/Case Category, the display of various Custom Field types (e.g., date, text, choice, file attachment, etc.) can be conditional based on different criteria. Conditionality can be based on the selected Issue Type or a selection(s) made in a previous choice field(s). 

Using field conditionality, users are presented with only relevant data fields, which reduces confusion and erroneous data capture. Additionally, administrators can build question trees that gather more meaningful information during case creation and/or case update.

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