Case Templates
Case Templates are predefined problem/solution pairs for recurring issues. They standardize how common problems are reported and provide solution guidance to help resolve them faster.
Why use Case Templates?
Section titled “Why use Case Templates?”- Consistency — Everyone reports the same type of issue in the same way
- Speed — Pre-filled fields save time when creating a case
- Knowledge sharing — Solution suggestions capture institutional knowledge so it’s available to everyone
- Reduced training — New team members can handle common issues with guided solutions
What’s in a Case Template?
Section titled “What’s in a Case Template?”| Field | Purpose |
|---|---|
| Name | The template name (e.g., “Robot navigation failure”) |
| Type | The case type (Anomaly, Damage, etc.) |
| Description | A standardized problem description |
| Solution suggestion | Recommended steps to resolve the issue |
Managing Case Templates
Section titled “Managing Case Templates”Case Templates are managed in the Knowledge Hub under Case Templates. You can:
- Create new templates for recurring issues
- Edit existing templates as solutions evolve
- Make templates available through the Customer Portal
Connecting work templates for fast maintenance
Section titled “Connecting work templates for fast maintenance”A case template can be linked to a work template (checklist). This means a recurring issue is not only described consistently — its fix is delivered alongside it.
The flow:
- A case template describes a recurring issue (e.g. “Robot navigation failure”).
- The attached work template contains the step-by-step instructions to resolve it.
- When a work order is created from such a case, the work template’s steps are automatically added as tasks.
This turns a reported case into a fully prepared maintenance work order in a few clicks — without reassembling the steps each time.
For more on connecting cases and work orders, see Resolution.
Case Templates in the Customer Portal
Section titled “Case Templates in the Customer Portal”You can make specific Case Templates available in the Customer Portal. When an end-customer reports an issue, they can select from your predefined templates.