Work a service case

Who can do this:Field technicianTechnical supportExpert / verifierService managerKnowledge managerOrganisation administrator

Film · 1:14 · narrated, with captions

• 0:09 Context
• 0:24 Findings
• 0:54 Close

Transcript

1. 0:02 A service case records a job from the first report to the fix that worked.
2. 0:07 Open the case you are working on.
3. 0:09 The case already knows the asset, its model, revision and customer.
4. 0:14 Similar cases from the last three years show which causes and fixes were confirmed for the same error code.
5. 0:21 Start work, so the team sees the case is in progress.
6. 0:24 Record what you measured.
7. 0:36 Link the cause you confirmed, straight from the knowledge library.
8. 0:45 Leave a note for whoever meets this machine next.
9. 0:54 Close the case with what actually solved the problem and the downtime.
10. 1:06 The confirmed cause and fix now count for every similar case that follows.

A service case records one job from the first report to the fix that worked. What you confirm in a case is not lost in a ticket: the cause and the resolution are counted for the error code and the model, so they rank higher in the next technician’s answer.

Step by step

1. Open the case from Service cases, from the installed asset, or create it with Create service case in a conversation or New service case in the list.
2. Check the Context: installed asset, model, revision, customer and technician.
3. Look at Similar cases: closed cases of the last three years with the same error code or symptom, with the causes and resolutions they confirmed.
4. Choose Start work so the team sees the case is in progress.
5. Record what you measured with Add measurement: quantity, unit and value.
6. With Link knowledge item, link the observed error code or symptom, the cause you confirmed and the resolutions you tried. Mark a failed attempt as such; it counts too.
7. Add Notes for whoever meets the machine next, and attach photos under Attachments.
8. Choose Close case. Pick the outcome, describe what actually solved the problem, the confirmed cause, the downtime and the parts used.

Tip

If you describe the cause or the fix in the close dialog without linking a knowledge item, ServLore saves the text as a new, unverified knowledge item for the experts to review, so nothing you learned is lost.

Good to know

• A resolution that failed in a case where another one succeeded raises an outcome conflict for the knowledge team, if the failed one was verified.
• Notes work offline on a phone: they are kept on the device and sent when the connection is back.
• Service managers see all cases, filters and patterns under Service cases.

Related

Service cases across the team

Import historical cases