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WAKU Care Documentation
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Cases

A Case captures an incident, anomaly, or issue that needs attention. Cases are the primary way to report problems — whether it’s a device malfunction, physical damage, an accident, or a suggestion for improvement.

Case types

Section titled “Case types”

Each case is categorized by type to help with analysis and reporting:

Type Description
Anomaly Unexpected device behavior or performance issue
Accident An accidental event that occurred during operations
Damage Physical damage to a device
Improvement A suggestion for improving processes or equipment

Case lifecycle

Section titled “Case lifecycle”

Cases move through five statuses:

Status Meaning
Reported The case has been captured and has not been reviewed yet
Assessed The case has been reviewed, cause and approach have been judged
Started Work is in progress
Resolved A solution has been applied and documented
Archived The case is closed and stored for reference

Every status change is recorded with a timestamp, so a case’s progression can be traced and analyzed later.

The workflow is not rigid: Assessed can be skipped, so a reported case can be started directly. Archiving is possible from any status.

To learn how to move a case through these statuses, see Resolution.

Connection to Work Orders

Section titled “Connection to Work Orders”

A case and a work order can arise from one another and be linked: when resolving a case requires hands-on work, you create a work order directly from the case. This creates a traceable connection from the reported problem to the documented work. For details, see Creating Cases.

Structure of a Case

Section titled “Structure of a Case”

Each case contains:

  • Title and description — What happened (supports rich text with Markdown)
  • Type — The category of the issue
  • Priority — A five-level rating from Lowest Priority to Highest Priority
  • Due on — The target date by which the case should be resolved (optional)
  • Device — Which device is affected (optional)
  • Part model — Optionally, a part model can be added when it’s known that this specific part is the problem or is affected
  • Assignee — Who is responsible for resolving the case
  • Solution suggestion — A proposed solution (often from a Case Template)
  • Final solution — The actual resolution applied
  • Tags — Case Tags for categorization and filtering
  • Files — Photos, screenshots, documents
  • Linked Work Orders — Work orders created to address the case
  • Comments — Messages the team uses to coordinate over the course of the case
  • Timeline — A history of all changes and comments

Case templates

Section titled “Case templates”

For recurring problems, you can create cases from a case template — a predefined problem/solution pair that pre-fills title, type, description, and solution suggestion. Case templates are maintained in the Knowledge Hub. See Case Templates.

Cases from the Customer Portal

Section titled “Cases from the Customer Portal”

Cases can also be created by end-customers through the Customer Portal. These cases are automatically marked with their origin and include the contact details provided by the customer.

Learn more

Section titled “Learn more”