Case views display Case records. A Case represents 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.
Cases are sometimes associated with Tasks or Work Tickets, depending on the Case Type. Tasks and Work Tickets are supplemental records, which provide very specific guidance for the performance and documentation of work. Project team members rely on Case records to guide their daily work activities.
Job Connect offers four different Case views, as detailed below, which allow the User to easily navigate the Case records downloaded to the device.
This article will cover the following topics related to Case views.
Case View Options
Selecting Cases from the Maintenance Mode Main Menu will take you to the My Cases view. This is the first of four Cases view options, which the User can easily navigate using the view options toolbar at the bottom of the screen.
Case View | Icon | Details |
|---|---|---|
| My Cases |
| The My Cases view displays only those Case records that are assigned to the active User. The My Cases view is the easiest way for Users to identify the work that they are responsible for. |
| New Cases |
| The New Cases view displays all Case records that are in their initial status, regardless of assignee. |
| Pending Cases |
| The Pending Cases view displays all Case records that are not in a closed status, regardless of assignee. |
| Global Cases |
| The Global Cases view displays all Case records that were downloaded to the device, in any status. This list displays Cases, regardless of assignee. |
| Search All |
| Users can perform a search by Case Number, Name, Case External Number, Job Number, Location, System Elements, or Assets associated with a Case. |
Cases View Commands
Regardless of which Case view option is active, three view command icons will be consistently positioned in the top right corner of the viewing pane. These icons enable the filtering and sorting of records, as well as Case creation.
View Command | Icon | Details |
|---|---|---|
| Filter |
| The filter command allows Users to refine the Case records displayed by applying a variety of filters. The User can Filter by Scheduling, which filters records by PM Scheduling Window (i.e., Planned Start Date). By default, Filter by Scheduling is turned on. This prevents Cases from being displayed before their Planned Start Dates. Users can also filter records by Case Category and/or Case Status.
Each filter can be turned on or off via the filter drop-down menu. Applying filters - When a filter is on, the filter drop-down menu will expand to display all associated filtering options. Tap a filtering option to apply it. Each applied filter will display a check mark. Only Cases that match the selected filtering option(s) will be displayed within the view. Tip: With the Filter by Category filter on, a large list of Category filters may push the Filter by Status filter off the screen. Scroll to the very bottom of the menu to access the Filter by Status filter. |
| Sort |
| The Sort command allows the User to control how Case records are listed within the active view. The User can sort the list of Cases, in ascending or descending order, based on Due Date, Case Priority, or Case Status.
|
| Create Case |
| The Create Case icon is a plus sign. Tapping this will open the Create Case form. See Managing Cases for more information and guidance on new Case creation. |
Case Details View
Tapping on any Case record, listed within a Cases view, will open the corresponding Case details, which will be titled "Case: <Case Number>", or for PM Cases, "Case: <PM Group>".
Case details offer several view options, each displaying a different information set related to the selected Case. Upon selecting a Case, the General details view is displayed initially. A User can easily navigate between the Case details views, which include Tasks, Work Tickets, Activities, T&M, Updates, and Attachments, using the view options toolbar at the bottom of the viewing pane. Each of these views is described in the table below.
Case details will vary depending on the Case Type. For example, PM Case details will always include the associated Preventative Maintenance (PM) Group, which auto-generated the Case, and any Tasks associated with the PM work to be performed. Manually-created Cases (e.g., Problem, Issue, service request) may or may not include details such as System Element(s) or a Location. The available details are limited to the Case creator's knowledge of the matter.
Project team members will rely on Case details to inform their daily work activities, capture updates, and track progress.
Case Details View Options
Case details are presented in several different views, which include the following:
View Option | Icon | Details |
|---|---|---|
| General |
| The General information view displays the most basic information about a Case record, including the Case Category, Case Summary, Contract, Location, Reported on date, Due date, User Assignment and Notification subscribers. If the Case is of the Problem Case Type, this view will also list the Issues reported in the Case. If the Case is a PM Case Type, this view will list the PM Group that generated the Case. Depending on the Case Category, a number of custom attributes may also be associated with the Case record. Those custom attributes, captured by Custom Fields, will also be displayed in this view. Additionally, if the Case Category is configured to include Work Forms, this view will display links for the User to open and complete those forms. Based on the Case Workflow, the completion of Work Form(s) may be required before the Case can be transitioned to another status. See Completing Work Forms for additional guidance. |
| Tasks |
| The Tasks view displays any Tasks which are associated with that Case. Generally, a Task will include one or more Work Forms, which define the work activities to be performed and documented. Note: Tasks are never associated with Cases of the Problem Case Type. See Completing Tasks for more information and additional guidance on completing Tasks. |
| Work Tickets |
| The Work Tickets view displays all Work Tickets associated with the selected Case. Work Tickets can be thought of as dispatch records, which can be assigned to a User, scheduled, and used to track on-site work. A single Case may involve several steps to reach resolution. Accordingly, multiple Work Tickets can be associated with a single Case. See Managing Work Tickets for more information and additional guidance. |
| Activities |
| The Activities view displays all Activities logged for the selected Case. Activities capture the time spent performing various categories of work in support of a Case. See Managing Activities for more information and additional guidance. |
| Time and Materials (T&M) |
| The Time and Materials (T&M) view displays all Material Usage, Billable Activities, and Miscellaneous expenses for the selected Case and offers the option to add new items or edit and delete existing entries. Note: This details view is only visible if the Contract is configured to allow tracking of billable labor, material usage, and miscellaneous expenses. |
| Updates |
| The Updates view communicates the Case history by logging any and every change to the selected Case record. Updates may include Case assignment, status transitions, changes in scope, file attachments, Task/Work Ticket updates, and more. See Managing Cases for more information on updating a Case record. |
| Attachments |
| Case Updates, as described above, also support file upload. As part of an Update, a User may include photos, PDFs, and other file attachments. The Attachments view displays all file attachments that have been associated with the selected Case via an Update. |
Case Details View Commands
While viewing Case details, view command icons are positioned in the top right corner of the viewing pane.
View Command | Icon | Details |
|---|---|---|
| Refresh/Synchronize Record |
| When network connectivity is available and active, the Refresh/Synchronize icon allows Users to perform a data sync on just the active Case record. This is a useful tool to ensure that you are viewing the most current Case details without having to perform a full Sync Data download. |
| Camera |
| The camera icon enables the mobile device camera, allowing the User to quickly capture and add a photo attachment to the selected Case record. |
| Create Work Ticket |
| The Create Work Ticket icon (i.e., a clipboard with a plus sign) opens the Create Work Ticket form. The created Work Ticket will automatically be associated with the selected Case. Note: The Create Work Ticket icon is only displayed if manual Work Ticket creation is allowed for the Case Category and current Case Status. |
| Action Menu |
| The Action drop-down menu offers access to Case update options. The Action menu offers links for all available status transitions, Case Update, and Add Activity. The available status transitions will vary based on Case Category and current Case Status.
See Managing Cases for more information and guidance on updating Case records. See Managing Activities for more information and guidance. |
Related Topics
For more information on managing Case records and supplemental records in Job Connect, see these related topics.