Introducing a New UI for Case Record Creation and Case Updates

The upcoming release of InfraLink web app v3.5.50 will include a brand new user interface (UI) for Case creation and update. Because most users create and/or update Case records, we are reaching out early to prepare everyone for the change.

The types of users and variety of work supported by InfraLink continue to expand. With that, users have requested a more intuitive interface, while Instance Administrators demand more configuration flexibility and customization.

To address these needs, InfraLink web application v3.5.50 introduces a new user interface for Case creation/update that offers users cleaner, more graphical and guided experience. The new UI also supports a host of new configuration options, allowing Instance Administrators to remove UI clutter and streamline the user experience.

  • Selecting the Create Case widget will no longer present the New Case form. Instead, Users will access a more graphical Create Case interface, which features:

    • More graphical interface

    • Guided, step-by-step experience

    • Vertical navigation bar showing progress and allowing users to move between sections

    • Expedited completion via double-click selections

    • Contained experience within the interface, no longer routing users to pop-up dictionaries or grids to make selections

    • Automated data population, when possible, based on previous selection(s)

  • The new UI experience will vary slightly based on the view from which Case creation is initiated. 

    • For example, initiating Case creation:

      • from the top-level navigation bar (i.e., Create Case button) will require Case Category selection first;

      • from the System Element details or failed PM will confirm prepopulated device and location details first.

  • The new UI guides users through Case Updates, either general updates or status transitions, in two steps:

    • Case Details - Presentation of optional and required data fields

    • Activities - Interface for reporting time and material expenditures

Take a Look!

The below video offers a look at the new InfraLink user interface for Case creation and update. Please review before the October launch. 

Full-Screen Playback

Select the full-screen icon (lower right corner) below to enlarge the video playback.

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.
  • Within the New/Edit Case Category for, when the Issue Management or Quick Action Type is the selected Type, a Standard Field Default Behaviors section is presented at the bottom of the form.
    • Within this section, the administrators can define the global default behavior for the following fields:
      • System Element
      • Location
      • Issue Types
      • Problem Cause
      • Resolution
      • Job Number
      • Estimated Cost
      • Resolve Before
      • Issue Occurred
    • Note: The Assigned to and Due Date fields are also presented, but their global default behavior is automatically set to Optional. The behavior of these two fields can always be configured/customized at the Contract level.
  • The Case Workflows section of the Contract details panel now offers Field Behaviors configuration for any Issue Management or Quick Action Case Categories.
    • Selecting the Configure link next to a Category will present Case Fields configuration options.
    • Case Fields with the Optional global default behavior can be edited for status-specific behaviors (i.e., Optional, Hidden, Required or Read Only)

Filter Issue Types by Case Category

InfraLink has long supported a comprehensive dictionary of administrator-defined Issue Types. These diagnostic 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.

  • The Case Category Details panel now includes an Issue Types section.

    • The plus ( + ) icon allows users to add Issue Types filters.

    • Once added, an Issue Types filter can be removed from a Case Category by selecting the desired value and using the Remove Issue Types icon.

  • When creating/updating Cases:

    • The UI will present Issue Types according to filters applied to the Case Category.

    • If no Issue Types filters apply to a Case Category, the entire Issue Types dictionary will be presented.

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.

  •  When configuring Case Custom Fields on a Contract, the Custom Field Settings now include Conditional on options.
  • Conditional on Choice Field settings allow you to:
    • select the choice-type Custom Field upon which the field should be conditional; and
    • select the choice field response(s) that will display the conditional field.
  • Conditional on Issue Type settings allow you to:
    • Select the Issue Type criteria that will display the conditional Case Custom Field. Criteria can be defined multiple ways:
      • Issue Type not set
      • Issue Type set to any value
      • Issue Type includes specific value
      • Issue Type excludes specific value
    • If the criteria involves specific values, an Issue Types field allows you to select the desired values.
  • When the configured criteria are met, the conditional Case Custom Field will be displayed within Case creation and update forms.




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