Case Management - Key features, Actions & Case details
The Workplace Central Case management workspace is an all-in-one workspace using which a case manager can manage hundreds of workplace cases created in the organization.
Case management - Key features
As a case manager, monitor the large number of workplace cases incoming daily at any time using the workspace. Check the number of active workplace cases, the cases that have breached SLA and those that are critical. The workspace
enables you to focus on priority cases by providing you a categorized display. The workspace enables you to perform the following:
- You can analyze the number of cases opened and closed on a weekly basis. You can know the monthly volume of cases based on the workplace services.
- You can view the case details in an organized display where you can focus on the most important actions and details to help you resolve the case quickly. You can edit a case, update case details, view the details of the employee who has requested the case and also know the location specified in the case on a floor map.
- As an admin or case admin, you can cancel a case if it’s no longer required. Similarly, as a move admin, you can cancel a move case and as a maintenance admin you can cancel a maintenance case.
- In case of a move cases, you can view the 'From location' and 'To location' on the map. You can know the date by when the move must be implemented.
- In case of a maintenance cases, you can view the details related to the asset specified and know the location of the asset specified on the map. You know the details such as the product model and asset-related details.
- When there are hundreds of cases like regular workplace cases, move cases and, maintenance cases, you can sort and apply a filter on the cases to work on them based on priority.
- You can export the list of cases if necessary.
The landing page of the workspace is categorized as follows:
- Overview: The Overview section displays the metrics of the cases. You can view the number of cases under various categories and also view a graph of the volume of cases.
- All active cases: The All active cases section displays a detailed list view of all the currently active cases including the normal workplace cases, move cases, and maintenance cases.
Case management - Metrics (Overview)
The workspace displays the metrics of all the workplace cases under the Overview section. The Overview section displays the following information:
- Metrics
- The metrics section displays the following case numbers in cards:
- All active cases: Displays the number of active cases currently requested in the organization. The number includes the cases that are in Draft, and other statuses except Cancelled, Closed incomplete and Closed complete.
- Open critical cases: Displays the number of critical cases that are currently open.
- SLAs breached: Displays the total number of cases that have breached SLAs that is the cases that have crossed the deadline to be resolved.
- Unassigned cases: Displays the total number of unassigned cases.
- Cases awaiting approval: Displays the total number of cases that are awaiting to be approved.
You can select the metric card to view a detailed list of the cases. The case numbers are displayed as WCASEXXXX for workplace cases, WMCXXXX for maintenance cases and WMOVEXXXX for move cases same as in the Workplace Case Management application. In the list view, you can perform the following actions:- Refresh the list and edit the columns of the list.
- Sort the list base don how you want to view them.
- Copy the URL to the clipboard.
- Filter the list based on various conditions and view the filtered conditions in a side panel. You can also get an advanced view of these filters using the Advanced view option.
- Export the workplace cases into the desired format using the Export option.
- Create a workplace case using the New option. For more information, refer to Create a workplace service case. Instead of using the Workplace Service Portal to submit a workplace service request on behalf of an employee for any other reason, you can directly raise a request using the Case management workspace.
- Assign the case to a user using the Assign option.
- Graphs
- The workspace also displays a graph with the volume of cases based on workplace services. You can also apply additional filters based on how you want to view them. By default, the graphs are displayed with the filter set as
Workplace Service only. The page displays the following graphs:
- Opened Vs Closed cases in last 30 days: Displays the total number of cases opened and closed in the past 30 days in a week-based view. You can select the graph to view the details of the cases.
- Volume of cases by workplace service: Displays the total volume of cases based on workplace services from the past six months (including the current month). You can select the graph to view the cases associated with the selected workplace service.
Case management - List view
You can view a detailed list of all the workplace cases currently active in the application in the All active cases section. The list view displays the cases as WCASEXXXX for normal workplace cases, WMCXXXX for maintenance cases and WMOVEXXXX for move cases. You can view the following details in the list view:- The workplace case number
- The workplace service using which the case was requested
- A short description about the case
- Priority of the case
- Employee for whom the case is requested for
- Date when the case was requested
On the list, you can perform the following actions:
- Refresh the list.
- Edit the columns of the list based on what information that you want to view.
- Apply filter conditions on the list and also change whenever needed.
- Assign a single or multiple cases to another user using the Assign option.
- Export the cases to the desired format using the Export option.
- Create a workplace service case at any time using the New option. Instead of using the Workplace Service Portal to submit a workplace service request on behalf of an employee for any other reason, you can directly raise a request using the Case management workspace.
Case details page
When you select a case to view its details, the case details are displayed in a separate tab. The case details page displays the details in an organized format and in various sections.
The case details are categorized in the following views:
- (1) Form-based view
- When you open a case, the basic details of the case such as the case Number, Requested for, Opened by and current State of the case
are displayed on the header. The details of the case are displayed in a form-based view same as displayed in the Workplace Case Management application. The form enables you to view the following information related to the case:
- Details
- By default, the page displays the information under the Details tab. The Details tab displays the workplace case information entered by the requestor. All the form fields
with the details are displayed.
- You can view details such as the Workplace service using which the case was requested, the Workplace location, Assignment group, Assigned to user, detailed Description, Items at the location and more.
- For move cases, you can also view the details such as From location, To location, Reason for move.
- For maintenance cases, you can also view the details such as the Product model, Enterprise asset.
In the Details view, you can add comments in the Compose panel and post it on the case. You can also add private work notes.
The panel also displays all the activities performed on the case in the Activity section of the panel.
- Child cases
- The Child cases displays the child cases created with the workplace case. You can view details of the child cases such as the Number, Short description, State, Assigned to user, Workplace task type, Workplace location and more. You can edit the columns, refresh the list and apply filters on the cases.
- Child tasks
- The Child tasks displays the child tasks created with the workplace case. You can view details of the child task such as the Number, Short description, State, Assigned to user, Workplace task type, Workplace location and more. You can edit the columns, refresh the list and apply filters on the tasks.
- Approvers
- The Approvers displays the approvers of the case.
- Case SLAs
- The Case SLA(s) displays the SLAs associated with the case. You can view the SLA definitions defined for the cases associated with the case. You can also add an SLA using the New option.
- Attached Knowledge
- The Attached knowledge displays the attached knowledge articles with the case. You can add a knowledge article using the New option.
- KB Articles Read by User
- Displays the knowledge base articles read by the user associated with the case.
- Related cases
- The Related cases displays the cases that are related with the case. You can also create a case using the New option.
- Workplace cases
- The Workplace cases tab appears when you open a maintenance case. You can view the workplace cases associated with the maintenance case. You can create a case using the New option.
- Requested Service Items
- The Requested Service Items displays the workplace service items that are requested with the case.
- (2) Action panel
- The details page displays a side panel on the right side that enables you to perform various actions and also view important details to help you resolve the case. The side panel consists of the following options:
- At a glance: When you open the case, by default, the page displays the Requested for employee details if available in the Employee details panel. This
panel appears when the At a Glance (
) option is selected. The details include the name of the employee, the email address of the employee using which you can send an email directly to the employee and the contact details. If the employee details are
unavailable, then the admin or the case manager details are displayed. - Knowledge Articles: Select the Knowledge Article icon (
) to view knowledge articles based on the case. You can Flag the article, view the article in a separate tab using the Full view option and mark the article as useful
using the Helpful option. - Attachment: Select Attachment icon (
) to view the attachments in the case. You can also upload attachments if necessary. - Template: Select the Template icon (
) to view the templates associated with the case. If you selected your own template, you can view them in the My Template tab. You can also create a template using the Create template option (
). - Location: Select the Location icon (
) to view the workplace location specified in the case. The Workplace Location panel displays the details of the location such as the
Floor,Building, Campus and Region. The location is also displayed on a floor map. You can drag on the map and also zoom in/out
for a better view.- For a move case, the Location panel displays the details of the From location and To location under the Move from and Move to tabs.
- For a maintenance case, the Workplace location panel displays the location of the asset specified in the case. If an asset isn’t specified, then the workplace location selected in the case is specified.
- Fulfilment instructions: Select the Fulfillment instructions icon (
) to view the fulfillment instructions related to the case. - Checklist: Select the Checklist icon (
) to view the checklist of the case. You can mark the checklist if it’s done and also add checklist items using the Edit option.
- At a glance: When you open the case, by default, the page displays the Requested for employee details if available in the Employee details panel. This
panel appears when the At a Glance (
You can perform the following actions on a case at any time:
- Cancel
- Cancel a case at any time if it’s no longer required. Cancelling the case will cancel all the child cases and tasks associated with it. The state of the cases and tasks is set as Cancelled.
- Save
- Save the changes that you made on the case using the Save option.
- Delete
- As an admin, delete a case record completely from the application.Wichtig:Only an admin can delete a case. A case admin can delete only a workplace case, a move admin can delete only a move case and a maintenance admin can delete only a maintenance case.