With the most recent release of Infralink/IMMS (v.3.5.27), we are happy to offer the following new features and functionality.

Case Links

Cases track extensive information throughout InfraLink. When performing Case work, however, issues sometimes arise that should be tracked but do not fit within the parameters of the original Case. To answer this need, InfraLink now supports Case Links, which establish an informal link between two Cases.

The types of Case Links supported is defined by the Instance Administrator, and Case Links can be directional or bi-directional. Directional links indicate a to/from relationship and apply a unique label to each end of the link (e.g., “Blocker” and “Blocked by”.) A bi-directional link indicates a peer relationship, wherein the same label is applied to each end of the link (e.g., “Related to”.)

With this initial launch, Case Links offer useful but limited functionality. Case Links create an informal link between two Cases, are displayed within the Case Details panel, and offer one-click navigation between the related Cases. Later releases will evolve Case Link features and likely introduce business logic.

What You Will See in the User Interface:

• The Configure → Workflows, Etc. menu now includes the option to configure Case Link Types.
• The Case Details panel includes a "Links" section, which displays existing Case Links and allows Users to create a new Case Link.
• From any Case Details panel, clicking the plus ( + ) icon in the Links section will open the New Case Link form, which allows the User to create a new Case Link.
• Existing Case Links are displayed as hyperlinks within the Case Details panel, allowing for one-click navigation between the linked records.

New Permission: Case Create Restrictions by Case Category

InfraLink controls the data and functionality available to each User through role-based access control (RBAC), wherein each User Role is assigned a unique set of permissions. Each User Account is then assigned one or more User Roles.

New Case Create Restriction permissions allow the Instance Administrator to restrict the Case Categories accessible to Users during manual Case creation. 

The new permissions are customizable and configured when creating or editing a Case Category (i.e., Configure → Workflow → Cases → Case Categories).

Once configured, Case Create Restriction permissions then appear within the Permissions section of the New Role and Edit Role forms. When creating/editing User Roles, Users assigned the Case Create Restriction permission will be able to create Cases of the associated Case Categories while Users without the assigned permission will not be presented the restricted Case Categories during new Case creation.

What You Will See in the User Interface:

• When creating or editing Case Categories, Users will see a new "Restricted by Permission" section at the bottom of the form.
  • This section is greyed out unless the "Allow Manual Case Creation" box is checked. 
  • Selecting the magnifying glass to the right of the section presents the "Select Permissions" window where a User can select/create/edit a Case Create Restriction permission.
• The Case Create Restriction permissions configured for a Case Category will also be displayed within the Case Categories grid view under the "Restricted by Permission" column.
• The New Role and Edit Role forms, accessible from the User Roles grid view, now include Case Create Restriction permissions.
  • The permissions tree grid presents: Cases → Categories → Case Create Restrictions.

• Global vs Contract Permissions Assignment

  • Global Case Create Restriction Permission Assignment  - allows User to create Cases of associated Case Category in any Contract 

  • Contract Case Create Restriction Permission Assignment - allows User to create Cases of associated Case Category only under Contracts for which the role/permission is assigned

    • Note: With Global or Contract permission assignment, the User must also have Case Category Read and Case Create permissions.

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Updating Linked Contracts

Formerly, any changes to a Contract Template could only be be manually propagated to Linked Contracts via the Contracts grid view. This process included selecting all necessary Contracts, selecting the "Update from Template" widget at the top of the Contracts grid view, and selecting the sections to be overwritten/merged. Infralink now allows Users to overwrite (or merge in the case of User Roles) linked Contract information via the Contract Template's Details panel.

The "Update Linked Contracts" widget, located in the Template Contract's Details panel, allows Users to edit Contract Template configurations and then push those changes to all Contracts that use that Template for one or more of its sections.  

What You Will See in the User Interface:

• The "Update Linked Contracts" widget appears in the Contract Details panel 
• Selecting the "Update Linked Contracts" widget opens the "Update From Template" form. 

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Work Progress Notifications by Status Reason

InfraLink Users can subscribe to automated notifications based on work progress. The User defines the notification rules, and the application sends an email every time a record (e.g., Case, Work Ticket) meets the specified criteria. Users may receive notifications for one or more Contracts based on work type (i.e., Case Category), Case Priority, Issue(s) reported, Case Creation, Update or Case Status transition, as well as the type of System Element (i.e., device) being serviced.

Work Progress Notifications now support more granular notification criteria by allowing Users to select the specific Case and/or Work Ticket Status Reason(s) that should trigger alerts. For example, a User may already receive notifications every time a case is placed in the Suspended status. Now, the User can refine notification rules so that they are alerted only when Cases are suspended for one or more specific reasons (e.g., equipment backordered, location inaccessible, etc.)

What You Will See in the User Interface:

• Within the New Subscription for Work item (Case) Notification form, the sections for Case and Work Ticket status notifications now include Status Reasons.
• If reasons are configured for a status, a number will be displayed in parenthesis to the right of the status name. This indicates the number of configured reasons.
• Selecting the status will automatically display the configured Status Reasons.
• A checkbox to the right of each Status Reason allows Users to select that reason for Work Progress Notifications.

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Work Form "Save" and "Save and Exit" Options

The Task Details panel now offers "Save" and "Save and Exit" widgets, which enable Users to perform varying save actions dependent on their needs. The "Save" option allows for quick, and frequent progress collections without the need for a comment and without exiting the PM Task Work Form window. This functions similarly to saving a Microsoft Word document as you work in it. Selecting the "Save and Exit" option saves progress on a Work Form but also prompts Users to add an Update comment and then closes the PM Task window. 

What You Will See in the User Interface:

• The PM Task Details panel now displays two save options: 
  • Save: Selecting this option will save the data entered into the Work Form, refresh the work form window, and transition the PM Task into the "In Progress" status. The PM Task window will remain open allowing Users to continue work.
  • Save and Exit: Selecting this option will save the data entered into the Work Form and prompt a User to add a comment prior to the PM Task transitioning to the "In Progress" status. Once a User adds a comment and the PM Task transitions, the PM Task window will close.

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Full-Page Details View for Case Records

InfraLink now offers a full-page details view for Case records, which is accessible from the traditional Case Details panel. Users can access full-page details by selecting the View Full Page widget in the top right corner of the Case Details panel.

When viewing full-page details, another details panel is hidden to the right side of the screen. Selecting an entity (e.g., Contract, Location, etc.) from the full-page details view will display that entity's details within the smaller panel. For example, a User can now view Contract Details while maintaining the Case Details in the full-page view. 

What You Will See in the User Interface:

• A View Full Page icon is now positioned in the top right corner of the Case Details panel, which opens the full-page details view.
• Using the browser's back button will return the User to the standard grid view.
• The full-page details view allows Users to see all Case-associated information and entities, as well as all columns within each section of the panel.
• Selecting any entity from the full-page details view opens the associated details within a smaller panel to the right side of the screen.

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