Cases

Cases provides a mechanism to track operational issues from their initial discovery to their ultimate resolution. Operations support can prioritize cases bases on the level of urgency and view them at a glance in the Cases table view. Once an underlying issue is resolved, the Case can be closed and filtered from the view.

The Case Details view shows a consolidated view of a specific case. This view is launched by clicking on the title of the case in the Cases table. In this view, a user can see the current status of the case and if there are any comments associated with the case. Comments are added to a Case to track overall progress on the underlying issue or specify action items.

Creating a case

A Case is created by opening the Create Case dialog from the Cases table. Information about the case such as a title, description, status and priority are entered in this dialog.

Assigning Cases to Users

Cases can be assigned to specific users in the Create or Edit dialogs. An email is sent to the designated user when the Case is assigned.

Closing a case

Once the underlying issue for a Case is resolved, the Case is closed using the Case Edit dialog. Some fields shown below are required to close the Case.

Field Descriptions

Field	Description	Required on Create/Edit	Required on Close
Title	The title of the case that is used to summaries the issue being tracked.	Yes	No
Base Station	The Base Station that is associated with the issue being tracked.	Yes	No
Status	The status of the case, either Open, Closed, or Indefinite.	Yes	No
Status Type	The type of the status, either None, Maintenance, Scheduled Maintenance, Major Degridation, or Minor Degredation.	No	No
Issue Start	The date and time that the issue being tracked first started	Yes	No
Expected Issue End	The date and time that the issue is expected to be resolved	No	No
Issue End	The date and time that the issue was resolved	No	Yes
Issue Type	The type of issue that is being tracked. Can either be selected from a set of pre-canned options or specified manually.	No	Yes
Outage Type	The type of outage that occurred. Can either be selected from a set of pre-canned options or specified manually.	No	No
Resolution	How the issue was resolved. Can either be selected from a set of pre-canned options or specified manually.	No	Yes
Description	The description of the issue being tracked.	No	No
Dispatch Status	A status assigned to prospective Site actions. By default, the actions are: Pending Scheduling, Pending Vendor, Kitting, Shipping, Scheduled, Cancelled, Dispatched-Required, Dispatched-Not Required	No	No
Dispatch Reason	The reason for the prospective Site action.	No	No
Estimated Cost	The initial estimated cost of the Site action.	No	No
Cost	The final actual cost of the Site action.	No	No
Man Hours	The time taken to complete the Site action.	No	No