When performing Tasks, unexpected problems or issues may arise, which should be documented and tracked with a Case record.

PM Tasks and Device Tasks may allow Users to create Related Cases. A Related Case is a manually-created Case that is associated with an existing Task. Related Cases, which are initiated (i.e., created) from the Task details view or from an associated Work Form field, will be automatically linked to the existing Task record, and certain Case attributes will be auto-populated from that Task record. 

Task Related Cases

When performing PM or Device Tasks, Issues can arise that need to be documented for follow-up. When reviewing the Task details, Users are presented with the option to create a Case associated with that Task.

Follow the instructions below to create a Related Case from the Task details.

1. Navigate to the System Element Details panel and swipe down the panel to find the Pending Work section. 
2. Select the desired Task.
3. Tap the Create Case button, located under the Related Cases field. 
4. Select the appropriate Case Category, from the category list, for the Issue being created. 
5. The following window will allow a User to select between Issue Types or Recent Issues as the baseline for the new Case. 
   1. Issue Types will present a list of Symptoms. Selecting a specific Symptom will reveal the associated sub-symptoms. Tap a sub-symptom to select the Issue Type for the Case.
   2. Recent Issues will show previously created Cases as templates for the new Case. Selecting a Recent Issue will propagate the previously created Case Description and Issue Type to the newly created Case. 
6. After selecting a method of creating the Case, fill out the Create Issue form.
7. Tap Create at the top right of the form.
   1. If Create is grey the application will present a list of fields that require additional information. 
   2. If Create is blue then selecting it will successfully create the Related Case. 
8. Once created, Related Cases/Issues are displayed within the System Element details under Related Issues. This will show the component that the Issue was created for. 

Work Form Related Cases

When completing Work Forms associated with Tasks, Issues can arise that need to be documented for follow-up. If a Work Form is configured to allow Related Case creation, there are two ways to create a Related Case from the Work Form. Creating a Case in either manner, described below, will automatically associate the Case with the Work Form.

Basic Work Form Case Creation

1. From the Work Form, tap the bell icon at the top right corner of the window. 
   1. If the bell is a light blue, no Related Cases have been created for that Task.
   2. If the bell is a different color, Related Cases are already associated with that Task. In this scenario, the color of the bell represents the priority of the Related Case. Priority color assignments vary by Instance.
      • Note: If there are several Related Cases, the color of the highest Case Priority will be displayed.
2. Clicking the blue bell will prompt a User to select a Case Category, Symptom, and Sub-Symptom prior to accessing the Create Issue form. 
3. Select the appropriate Issue Type from the list and select the chevron (">") to the right of the sub-symptoms to select a specific sub-symptom.
4. Upon selection of the Issue Type, the Create Issue window will be presented.
   • Note: Many fields (e.g., Contract, Priority, System Element) will be prepopulated based on the Task record association. 
   • See the Creating a Case section for more information and guidance on populating the Case creation form fields. 
5. Complete the following required form field: Summary.
6. The following form fields are not required but can be completed at User discretion: Responsible Party and Notify Via Email.
7. Tap Create in the top right corner of the Create Issue window. 
   1. The application will present you with the Case Number, that you may copy to your clipboard in order to search for the Case in the All Cases View. 
8. Once created, Related Cases/Issues are displayed within the System Element details under Related Issues. This will show the component that the Issue was created for.

Work Form Field-Specific Case Creation

Native Work Forms offer an additional, more specific Case creation capability. When enabled, this feature allows Users to create a new Task-related Case from within an active Work Form, associated the new Case with a specific line item (i.e., form field) from within the Native Work Form. 

When a Case is initiated in this way a User will follow the same steps as mentioned above. The only difference is the location from where the Related Case is initiated. If a Work Form is configured to allow for field specific case creation, there will be an ellipsis ("...") icon to the right of each fillable form field. Selecting that widget will initiate Case creation.

Cases created from a Work Form will also appear in the "Related Cases" section of the PM Task details panel. Also, Cases, created in this manner, will display two new pre-populated fields:

• Related to - identifying the PM Task Form or Task Template from which the Case was created.
• Form Field - identifying the specific form field from which the Case was created.

Related Topics

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

Completing Tasks

Completing Work Forms

Managing Cases