Resolution
Moving a Case through the workflow
Section titled “Moving a Case through the workflow”A case’s detail view offers different actions depending on its current status:
| Action | Available from status | Effect |
|---|---|---|
| Assess | Reported | Sets the case to Assessed |
| Start | Reported, Assessed | Sets the case to Started |
| Solve | Any status | Sets the case to Resolved |
| Archive | Any status | Sets the case to Archived |
Assess is not a mandatory step: a reported case can be started directly when the cause and approach are already clear. Every action is recorded with a timestamp and logged in the case’s history.
Resolving a Case
Section titled “Resolving a Case”Once a solution has been found and applied, click Solve:
- If no solution has been documented for the case yet, a dialog opens where you enter a Solution Statement. The confirmation stays disabled until you have entered some text.
- If a solution is already on record, the case is resolved directly.
The resolution is timestamped, and the resolution duration (time between case creation and resolution) is calculated automatically.
Solution suggestions vs. final solutions
Section titled “Solution suggestions vs. final solutions”Cases support two solution fields:
- Solution suggestion — A proposed fix, often pre-filled from a Case Template. This is what you think will work.
- Solution — The actual resolution applied. This is what actually worked.
This separation is useful for knowledge building — over time you can compare suggested solutions with actual solutions and refine your templates.
Keeping an eye on due dates
Section titled “Keeping an eye on due dates”If a case has a Due on date, the detail view shows the remaining time as Due in …. Once the date has passed, the display switches to a color-highlighted Overdue marker.
Use Overdue under Additional Filters in the filter bar to show all affected cases. Only cases in the Reported, Assessed, and Started statuses count as overdue — resolved and archived cases are excluded.
Linking to Work Orders
Section titled “Linking to Work Orders”If resolving a case required hands-on work on the device, link the related work orders to the case. This creates a traceable connection from the incident through the resolution to the documented work.
Archiving
Section titled “Archiving”A case can be archived from any status — including without a prior resolution, for example when a reported problem turns out to be moot. Archived cases remain searchable and accessible for historical reference.
Analyzing resolution times
Section titled “Analyzing resolution times”How long cases take from report to resolution, where they get stuck, and how many cases you resolve per period is shown in Insights.