General Reference
Case Notifications
The following table provides a list of activities that sends an email notification, along with the details of the corresponding email messages. All notifications include the date and time when the action was performed and the first and last name of the user who performed the activity.
| Activity that Triggers Notification | Email Notification Details |
|---|---|
| Case Assigned | Case assigned for Asset <Asset ID>: <Asset Name>: <Site Name> <Timestamp> - <User First Name> <User Last Name> |
| Template Applied | Case Template <Case Template Name> applied |
| Case Created | Case created for Asset <Asset ID>: <Asset Name>: <Site Name> |
| Case Deleted | No additional detail |
| Severity Updated | Severity updated from <original severity> to <current severity> |
| Case Name Updated | Case Name updated from <original name> to <current name> |
| Case Status Updated | Case Status changed from <original status> to <current status> |
| Case Acknowledged | No additional detail |
| Case Claimed | No additional detail |
| External Case ID Updated | External Case ID updated from <original external case id> to <current external case id> |
| Category Updated | Category updated from <original category> to <current category> |
| Likelihood Updated | Likelihood updated from <original likelihood> to <current likelihood> |
| Urgency Updated | Urgency updated from <original urgency> to <current urgency> |
| Symptoms Updated | Symptoms updated from <original symptoms> to <current symptoms> |
| Diagnosis Updated | Diagnosis updated from <original diagnosis> to <current diagnosis> |
| Recommendation Updated | Recommendation updated from <original recommendation> to <current recommendation> |
| Closure Code Updated | Closure Code updated from <original closure code> to <current closure code> |
| Closure Note Updated | Closure Note updated from <original closure note> to <current closure note> |
| Closure Date Updated | Closure Date updated from <original closure date> to <current closure date> |
| Note Added | Note Text: <Note> |
| Note Deleted | Note Text: <Note> |
| Attachment Added | Attachment Name: <Attachment Name> |
| Attachment Deleted | Attachment Name: <Attachment Name> |
Cases Grid Columns
The following table describes the columns that are available in the Cases grid:
| Column Name | Description |
|---|---|
| Asset Alias | The alias for the asset name. |
| Asset ID | The ID of the Asset for which the case is created. |
| Asset Name | The name of the asset for which the case is created. |
| Case ID | The ID for the case. |
| Closed On | The time when the case was closed. |
| Closure Code | The closure code of the closed case. |
| Created By | The name of the person who created the case. |
| Creation Time | The time when the case was created. |
| Customer Name | The name of the person who owns the asset. |
| External Case ID | The External ID for the case. |
| Last Updated | The time when the case was last updated. |
| Name | The name of the case. |
| Owned By | The name of the user or user group that owns the case. |
| Severity | The severity of the case, where 1 being the most severe. |
| Site Name | The name of the site where the asset is located. |
| Status | The status of the case, such as open, awaiting, and closed. |
| Visibility | The visibility of the case, for example, Limited or General. Note: You must have the View Limited Visibility Cases permission along with Cases, View Case Details, or Edit Case Details permission to view a case with Limited visibility. With the View Cases permission, you can view only the cases with General visibility. |