The ability to effectively navigate the issues is essential to their prompt resolution and to implement continuous improvement initiatives.
InfraLink offers two primary ways of accessing the pending and already closed issues. If you are looking to review or monitor all open issues and/or to review historical performance, you can use one of the standard grid views described below. Alternatively, if you are interested in reviewing issues associated with a particular system element or a location, you can do that directly from that system element or location details.
Whether you navigate issues using one of the standard grid views or access the issue list for a particular system element or location, you will be able to select an issue that requires attention and review its details via the issue details panel. The latter also provides access to a full range of update functions.
This article provides guidance on the following topics related to browsing and viewing issue Cases in InfraLink.
Accessing Issues Using Standard Grid Views
Issue Monitor, Issues by System, Suspended Work, and All Cases Views
InfraLink offers standard grid views that provide access to issues, as outlined in the following table:
| View Name | How to Access | Purpose |
|---|---|---|
Issue Monitor | Main Menu ->Issues and Support -> Issue Monitor | The Issue Monitor view is optimized for keeping an eye on all pending (open) issues that may or may not be associated with a particular system element or location. The summary charts incorporate in the view provide disposition of the issues by status, priority, and resolution time, thus allowing you to quickly and effectively zoom in on the issues that require immediate attention. The view provides a range of commonly used filters that you can use to browse issues associated with a particular location, system, type of system element, and/or the issues created by or assigned to a particular user. |
| Issues by System | Main Menu ->Issues and Support -> Issues by System | The issues by System view is, primarily, a reporting view. Its main purpose is to provide an easy way to view system elements that are or have been affected by issues and access details of such issues. As such, the view includes only the issues associated with one or multiple system elements (and, conversely, the issues not associated with a system element are excluded from the view). |
| Suspended Work | Main Menu -> Issues and Support -> Suspended Work | If the issue management workflow configured for your project(s) includes the ability to suspend work, you may rely on the Suspended Work view to quickly review the issues currently suspended along with the suspension reasons (if configured). |
| All Cases | Main Menu -> Overview -> All Cases | The All Cases view provides the broadest selection and greatest granularity of filters to navigate issues, as well as other cases managed in InfraLink. Use this view if you cannot effectively isolate required information using the other views mentioned above. Please note that the All Cases view is also used to support "drill-down" navigation when accessing the issues from the Summary Dashboard or from a particular system element or location details. |
Viewing Issues You Created and/or Issues Assigned to You
As an InfraLink user, you will often need to follow-up on the issues you reported and/or monitor the issues you're responsible for.
The Issue Monitor and All Cases views provide a convenient way to do that via the "My Work" filter widget. The widget provides two options to show the issues created by you or those assigned to you. The two options may be combined, in which case the view will show all of the work you created or responsible for.
Issues and Support Case Management
Overview
This document will serve as a guide for managing Issue and Support cases in InfraLink. Issue and Support case categories are configured per instance. Some examples of Issue and Support cases are installations, uninstallations, configurations, repairs, or tasks.
Issues and Support Case Views
Issue Monitor
Select the 
button and in the second column under Issues and Support, select "Issue Monitor". The issue monitor provides a list of all Issue and Support cases, as well as a set of graphs that break out the cases by Status, Priority, and Resolution Performance. The bar graphs at the top of the window are interactive. Clicking on any bar(s), on one or all of the graphs, will select/unselect cases fitting that selection. This will allow you to quickly filter the case list by those criteria (filter with combinations is possible).
Rearranging "Grid" Columns
When you hover over the column headers, notice the little drop-down arrow. Click on the little arrow and then select "Columns" to add more columns with more information. These columns are called grid (spreadsheet) columns. They will appear to the right of the Issue Monitor window. Depending on different instances, you may want to view certain columns or hide others. You can also rearrange the columns by dragging them left and right. Once you are satisfied with a certain order of columns, you can save the order by selecting the 
button and then selecting "Save As". Select "New" and fill out the pop-up window. Only check "Shared" if you want other users to be able to view this certain column order as well.
Sharing Saved Column Orders
If you would like to share specific saved column orders to certain contracts, select 
and then select "Manage Configurations". The window should come up with a list of your saved column orders based on what you named them. Select which column order you would like to share in the window and then at the top either select "Share To All" (sharing to all contracts) or "Share To" (a specific contract). When you select "Share To", another window will pop up with a list of contracts, so please select the specific contract you would like to share the column order to.
Rearranging Columns
Select and then "Columns". A window should pop up with multiple choices of new columns for custom fields, case status transitions, activities, logs, etc.
Export Issues
To export your issues, select 
and choose which format you would like the export file to be in. CSV stands for common separated values, while excel is Microsoft Office Excel. After you select a file format, your browser will prompt you to either save or open the file, in which it will open in a zip file.
Creating a Template for Exporting
To create your own template file, select one of the original templates (CSV or Excel). When you open the file, you can change, add, delete, etc., the column headings to your liking. Once you are satisfied, save the file and add it back in InfraLink. To do this, select and then select "Add Template..." and fill the pop-up window out.
Only check off "Shared" if you want your template to be available to everyone in this instance.
Issues by System
The Issues by System view displays cases by the System Element(s) associated with them. This view uses filtering options to help the user navigate issues by system and location. The Issues by System view is very similar to the Issue Monitor view.
Suspended Work
The Suspended Work view displays work that needs to be put on hold due to circumstances beyond your control. For example, when a contractor gets to the issue site, he might notice he needs access granted to get in to a certain location, but he/she has no access yet. This is a situation beyond his/her control.
All Cases
The All Cases view is an overview of all case categories. This is another way to view Issues specifically, but it is more of an overall look. You may have to filter through the window to find only issues.
Issues and Support Cases
Case Details
Case Updates
Filtering Issues by Location
All issue views offer the ability to filter items by location. The Issue Monitor, Issues by System, and Suspended Work views employ a basic location filter widget, which presents top-level locations in a hierarchical fashion. The All Cases view employs a more advanced version of the location filter widget, which offers additional flexibility for deeper hierarchies.
When location-based filtering is applied, InfraLink will display the issues associated with the location(s) matching the criteria, as well as the issues associated with system elements, if any, whose locations match the criteria.
Filtering Issues by System
All issue views offer the ability to filter items by system. The Issue Monitor, Issues by System, and Suspended Work views employ a basic system filter widget on the left-hand side of the window. The All Cases view employs a more advanced version of the system filter widget, which offers additional flexibility, since you can pick and choose from a list of all system elements from every case in InfraLink.
Reviewing the Issues for a Particular Timeframe
All issue views offer the ability to filter items by created, updated, and due times. The filter works the same as the "Filtering Issue by System" instructions above.
Accessing Issues Associated with a Particular System Element or Location
In addition to the grid views discussed above, the system element details panel and the location details panel provide access to the pending and closed issues associated with the particular system element or location, respectively. The currently pending issues are listed in the "Pending Work" section and the already closed issues are listed in the "Recent Work" section of the system element or location details.
In additional to the compact display included in the system element or location details the View All function brings up a modal view with a complete listing of the pending or closed issues associated with the particular system element or location. The pop-up offers the same navigation, filtering, and interaction controls, as the All Cases view.
Reviewing Issue Details
When you select an issue, on the right-hand side will pop up a "Case Details" column of information about the issue. This is where you can review all the issue details. Updates will be tracked at the very bottom of the "Case Details" column.