Manage Cases

1. In the module navigation menu, navigate to Cases.
2. Select , and then select the case filter set.
   The cases for the selected filter set appear.
3. Select a case in the queue.
   The details page for the selected case appears.
4. Select Claim Case.
   You are designated as the owner of the case.

1. In the module navigation menu, navigate to Cases.
2. Select , and then select My Cases.
   The list of cases that you have claimed or have been assigned to your user group appears.
3. Select the case from which you want to release the claim.
   The details section for the selected case appears.
4. Select , and then select Release Claim.

1. In the module navigation menu, navigate to Cases.
2. Select , and then select the case filter set that contains the case that you want to assign.
   The list of cases appears.
3. Select the case that you want to assign.
   A section that contains the details of the case appears.
4. Select , and then select Assign Case.
   The Assign Case window appears, displaying the User and Group options.

   Note: By default, the User option is selected.
5. Depending on whether you want to assign the case to a user or user group, select one of the following options:
   • If you want to assign the case to a user, select User, and then perform the following steps:
     1. In the box, enter the name of the user, and then select Find.

        A list of all users that match the name appears.

     2. Select the name of the user to whom you want to assign the case.

        The user is assigned as the owner of the case and the name of the user appears in the CASE INFORMATION section of the Case Details page for the case.

   • If you want to assign the case to a user group, select Group, and then perform the following steps:
     1. In the box, enter the name of the user group, and then select Find.

        A list of all user groups that match the name appears.

     2. Select the name of the user group to whom you want to assign the case.

        All users in the user group are assigned as owners of the case and the name of the user group appears as the owner in the CASE INFORMATION section of the Case Details page for the case.

The Notify User feature allows you to easily share a case with other users from the application by sending an email notification that contains the link to the case. You can share a case that belongs to the same tenant.

1. In the module navigation menu, navigate to Cases.
2. Select , and then select the case filter set.
   The cases for the selected filter set appears.
3. Select the case in the queue.
   The details page for the selected case appears.
4. Select .
   The Notify User(s) window appears, displaying the User and Group options.

   Note: By default, the User option is selected.
5. Depending on whether you want to notify the case to a user or user group, select one of the following options:
   • If you want to notify about the case to a user, select User, and then perform the following steps:
     1. In the box, enter the name of the user, and then select Find.

        A list of all users that match the name appears.

     2. Select the name of the user with whom you want to share the case.
        Note: You can select multiple users.
     3. In the ADD COMMENT box, enter any additional comments that you want to share with the users, and then select Notify.
   • If you want to notify about the case to a user group, select Group, and then perform the following steps:
     1. In the box, enter the name of the user group, and then select Find.

        A list of all user groups that match the name appears.

     2. Select the name of the user group with whom you want to share the case.
        Note: You can select multiple user groups.
     3. In the ADD COMMENT box, enter any additional comments that you want to share with the users, and then select Notify.

You can share a report for a claimed case that belongs to the same tenant through an email.

1. In the module navigation menu, navigate to Cases.
2. Select , and then select the case filter set.
   The cases for the selected filter set appears.
3. Select the case in the queue.
   The details page for the selected case appears.
4. Select , and then select Share Case Report.
   The Share Case Report window appears.
5. Depending on whether you want to share the report with a user or user group, select one of the following options:
   • If you want to share the report with a user, select User, and then perform the following steps:
     1. In the box, enter the name of the user, and then select Find.

        A list of all users that match the name appears.

     2. Select the name of the user with whom you want to share the report.
   • If you want to share the report with a user group, select Group, and then perform the following steps:
     1. In the box, enter the name of the user group, and then select Find.

        A list of all user groups that match the name appears.

     2. Select the name of the user group with whom you want to share the report.
6. Select Select File to attach the document.
7. Select Share.
   An email with the attachment is sent to the selected users or user groups.

You can create a case to optimize collaboration with your customers.

1. In the module navigation menu, navigate to Cases.
2. Select .
   The Create a Case window appears.
3. In the CASE NAME box, enter a unique name for the case.
4. In the SEVERITY drop-down list box, select the severity of the case.
5. In the ASSET ID box, enter an ID of the asset with which the case is associated.
6. In the SYMPTOMS box, enter the case symptoms.
   Note: The symptoms that you enter here appear in the INTERPRETATION section of the case.
7. Select Create.
   A message appears, indicating that the case was created successfully.

   Note: By default, the created case will have limited visibility.

1. In the module navigation menu, navigate to Cases.
2. Select , and then select the case filter set.
   The cases for the selected filter set appears.
3. Select the case in the queue.
   The details page for the selected case appears.
4. In the details page for the case, select to change the visibility from Limited to General or select to change the visibility from General to Limited.
   The visibility of the case is changed.

1. In the module navigation menu, navigate to Cases.
2. Select a case inbox filter, and then select the assigned case.
3. Select Acknowledge.
   The case is updated with you as the owner in the CASE INFORMATION section.

When you create a case from the Alerts or Cases module, you may need to enter additional information for the associated case.

• To add or modify information in the Case Header:
  1. In the module navigation menu, navigate to Cases.
  2. Select a Cases Inbox filter, and then select a case.
  3. Select the Severity icon at the top of the header, and then select a severity option.
     Note: Changing the severity for a case does not change the severity of the original alert.
  4. Select the case name, and then enter a new name.
  5. In the Status list, select a status option.
     Note: When you select Closed for the first time, the Close Case window appears, where you can enter the closure code and notes for the case.
• To add or modify information in the INTERPRETATION section:
  1. In the module navigation menu, navigate to Cases.
  2. Select a Cases Inbox filter, and then select a case.
  3. Each case contains a unique option. Select the options that apply:

     Option	Description
     Category	Indicates the type of issue. Select a category from the drop-down list box, such as Mechanical or Vibration, to apply to the case.
     Likelihood	Indicates how likely the issue is to occur in the future. Select a likelihood from the drop-down list box, where the values range from Very Unlikely to Highly Likely.
     Urgency	Indicates how quickly the issue needs to be resolved. Select an urgency option, such as At Next Opportunity or Next Maintenance, from the drop-down list box.
     Fault Mode	Provides a list of possible root causes that you can select for a case, based on the associated asset for the case. You can select a value from the list to associate the fault mode with the case, save the value, and later retrieve it. The default value is None, shown as '-'
     Symptoms	Indicates the symptoms that caused the alert for the case. Enter the symptoms that caused the issue as text or add a web address that appears as a link, which directs to a website that has the information about the symptoms. You can also add symptoms when creating the case.
     Diagnosis	The apparent cause of the alert, and steps taken to confirm the diagnosis. Enter the apparent cause of the issue as text or add a web address that appears as a link, which directs to a website that has the information about the Diagnosis.
     Recommendation	The recommended action to take and when the action should be scheduled. Enter the recommended action as text or add a web address that appears as a link, which directs to a website that has the information about the actions to be performed.

     Tip: You can apply case template information to a case.

You can create custom filters for cases that have specific requirements.

1. In the module navigation menu, navigate to Cases.
2. Select , and then select More Filters.
   The Filter Cases window appears.
3. Select New Filter Set.
4. In the FILTER NAME box, enter a unique name for the filter, and then select Add Filters.
5. Select one or more of the following filter options.
   You can apply any combination of these filters to the entries or save them as a filter set. After you select a filter option from the Attribute drop-down list box, the Value field appears. In the Value field, you can either enter multiple values separated by a comma, or select one or more options from the drop-down list. You can also select the Select All check box to select all available options.

   Filter Options	Action to be Performed
   Severity	Select one of the following options in the drop-down list box, and then select a severity from the drop-down list box. is equal to is not equal to is greater than is greater or equal to is less than is less than or equal to You can select multiple options simultaneously from the Value drop-down list.
   Name	Enter the name of a case in the box.
   Status	Select one of the following statuses in the drop-down list box: Open Closed Awaiting You can select multiple options simultaneously from the Value drop-down list.
   Case ID	Select either contains or is equal to in the drop-down list box, and then enter the ID of a case in the box.
   Asset ID	Select either contains or is equal to in the drop-down list box, and then enter the ID of an asset in the box. You can enter multiple asset IDs separated by a comma. For example, <asset ID1>, <asset ID2>, <asset ID3>.
   Asset Name	Select either contains or is equal to in the drop-down list box, and then enter the name of an asset in the box.
   Asset Alias	Select either contains or is equal to in the drop-down list box, and then enter the alias name of an asset in the box.
   Customer Name	Select either contains or is equal to in the drop-down list box, and then enter the name of a customer in the box.
   Site Name	Select either contains or is equal to in the drop-down list box, and then enter the name of a site in the box.
   Created By	Enter the name of a user or owner in the box.
   Owned By	Enter the name of a user or owner in the box.
   Creation Time	Select one of the following options: Last 24 Hours Last 7 Days Last 30 Days Last 3 Months Last 6 Months Last 12 Months Custom Range When the Custom Range option is selected, the box is enabled, and you can enter the time range in the box.
   Closed On	Select one of the following options: Last 24 Hours Last 7 Days Last 30 Days Last 3 Months Last 6 Months Last 12 Months Custom Range When the Custom Range option is selected, the box is enabled, and you can enter the time range in the box.
   Closure Code	Select one of the values from the drop-down list box. The list of values is specific to the tenant configuration. You can select multiple options simultaneously from the Value drop-down list.
   Visibility	Select either General or Limited in the drop-down list box.
   External Case ID	Select either contains or is equal to in the drop-down list box, and then enter an external case ID in the box.

   The selections appear in the Filter Cases window.

   Tip: The following table contains the combinations of operators and values that you can use to filter cases based on the null, blank, or empty values of a filter option:

   Operator	Value	Result
   is equal to	NULL	Filters the cases in which the selected filter option contains a null value.
   is equal to	EMPTY	Filters the cases in which the selected filter option contains an empty string.
   is equal to	BLANK	Filters the cases in which the selected filter option contains a null value or an empty string.
   is not equal to	NULL	Filters the cases in which the selected filter option does not contain a null value.

   The values that can be used to filter cases based on the null, blank, or empty values of a filter option are not case sensitive.

6. Select Save.

You can add an external case ID in an existing case.

1. In the module navigation menu, navigate to Cases.
2. Select a Cases Inbox filter, and then select a case.
3. In the CASE INFORMATION section, in the EXTERNAL CASE field, select ADD.
4. Enter the External Case ID, and then select the space outside the text box.
   The new External Case ID appears in the CASE INFORMATION section of the selected case.

You can add a closure code and note to a case when you close it.

• To close a case:
  1. In the module navigation menu, navigate to Cases.
  2. Select a Cases Inbox filter and then select a case.
  3. From the Case Detail page, select CLOSED from the Status drop-down list.
  4. In the Close Case window, in the CLOSURE CODE drop-down list box, select a closure code for the case. The options are:
     • No Action: No action was required.
     • Sensor Repair: A sensor was repaired.
     • Operational Change: An operational change occurred.
     • Scheduled Maintenance: Scheduled maintenance was done.
     • Unplanned Maintenance: An unplanned action, done at an unfavorable time, but did not (necessarily) cause an immediate shutdown of the equipment.
     • Forced Outage: Machine or equipment was shut down immediately.
  5. Select the resolution date. The date range should be between the Case Created date and the Current date.
  6. In the NOTE box, add a closure note, and then select Close Case.
     A new CLOSE CASE section appears in the Case Details page, displaying the closure code and note.

     Note: When closing a case, if you select the Auto Close all alerts which are linked to this case check box, all alerts that are linked to the case are closed automatically and is marked as processed. However, the linked alerts are closed only if all other cases linked to that alert are already in closed state. The timeline view displays that the alert is marked as processed by Autoclose action in Case by <user name>, and an email notification is sent to the owner of the alert.
• To modify the closure note:
  1. Access the CLOSE CASE section of the Case Details page.
  2. Next to the note, select .
     A text box containing the existing text appears.
  3. Modify the note, and then select Save.
• To reopen a closed case, select OPEN from the Status drop-down list.
  The status is open, and the previously selected closure code and closure note remain in the case.

Adding an action to a case allows a user to collaborate with a client or site, as well as track the case.

1. In the module navigation menu, navigate to Cases.
2. Select a Cases Inbox filter.
3. Access a case.
   The Case Details page appears.
4. In the ACTIONS section, select .
   The Create Action window appears.
5. In the ACTION TITLE box, enter a title for the action.
6. In the STAGE drop-down list box, select one of the following options:
   • Recommended (default value)
   • Planned
   • Completed
7. In the PURPOSE drop-down list box, select Resolve (default value) or Diagnose.
8. In the TIMEFRAME drop-down list box, select one of the following options:
   • Before Continued Operation (default value)
   • Next Available Opportunity
   • Next Scheduled Outage
9. In the ADD COMMENT box, enter your comments.
10. Select Create.
    The action is added in the ACTIONS section of the Case Details page.
11. Optional: In the ACTIONS section, select Accept.
    Note: The options to accept or reject appear only if you selected Recommended as the stage value.
    The Accept Recommended Action window appears.
12. Optional: If you select Reject, the Reject Recommended Action window appears. Enter a reason for the rejection in the Add Comment box, and then select Reject.
    The stage value changes to Reject, and is displayed in red text.

In the NOTES section of the Case Details page, you can add clarifications, diagnoses, or recommendations.

• To add a note in a case:
  1. In the module navigation menu, navigate to Cases.
  2. Select a Cases Inbox filter, and then select a case.
  3. In the NOTES section, in the text box, enter the note text.
  4. Select Add Note.
     The new note appears at the top of the list. Your name appears next to the timestamp after the note has been added.
• To delete a note, select next to the note.
  The selected note is removed from the NOTES section. You can delete only the notes that you have added.

You can add documents to a case as evidence to help diagnose an issue.

• To add documents to a case:
  1. In the module navigation menu, navigate to Cases.
  2. Select a Cases Inbox filter, and then select a case.
  3. In the EVIDENCE section of the Case Details page, select , and then select one of the following options: .
     • Attach a File

       When you select this option, the window to select an attachment appears. Select the file to attach, and then select Open.

       The selected file appears as an attachment in the EVIDENCE section.

     • Link an Alert

       When you select this option, the Select Alerts to Link window appears. Select the alert that you want to link to, and then select Link.

       The linked alert appears in the EVIDENCE section.

     • Add Link

       When you select this option, the Add Link window appears. In the text box, enter the web address, and then select Save.

       The link appears in the EVIDENCE section.

• To delete a document or link:
  1. Select for the document that you want to delete.
     The Remove Evidence window appears.
  2. Select Remove to confirm your selection.
• To download a document to your hard drive, select for the document that you want to download.

You can view the alert from which the case was created in a separate tab.

1. In the module navigation menu, navigate to Cases.
2. Select a Cases Inbox filter and then select a case.
3. In the EVIDENCE section in the Case Details page, select the alert that you want to view.
   The selected alert appears in a new tab.

You can link an alert to a case as evidence.

• To link an alert to a case:
  1. In the module navigation menu, navigate to Cases.
  2. Select the cases filter set and then select the case for which you want to link alerts.
     A pane that contains a list of cases appears.
  3. Select the case
     A section that contains the details of the case appears.
  4. In the EVIDENCE section, select , and then select Link an Alert.
     The Select Alerts to Link window appears, displaying a list of alerts.

     You can search for the alerts in the list by entering the Asset ID, Alert ID, name of the alert, status, and source in the corresponding search boxes, and then select Search.

  5. Select one or more alerts from the list, and then select Link.
     The linked alerts appear in the EVIDENCE section of the case.
• To unlink an alert from a case, in the EVIDENCE section of the case details page, select for the alert that you want to unlink from the case.

You can access the asset faceplate, which contains the asset details, from within a case.

1. In the module navigation menu, navigate to Cases.
2. Select a Cases Inbox filter, and then select the case for which you want to access the asset faceplate.
   The details page of the case appears, displaying the hierarchy of the asset in the ASSET field of the CASE INFORMATION section.
3. In the ASSET field, select the name of the asset.
   The asset faceplate appears in a new tab.

   Tip: You can view the details of the Enterprise, Site, or Segment associated with the asset by selecting the name of the Enterprise, Site, or Segment in the ASSET field.

You can access the Asset Dashboard from a case.

1. In the module navigation menu, navigate to Cases.
2. Select a Cases Inbox filter and then select a case.
3. In the case header, select the Asset Dashboard link.

An analysis template contains data associated with the investigation of a case. You can add analysis templates to a case. The analysis templates appear in the ANALYSIS section of the case.

1. In the module navigation menu, navigate to Cases.
2. Select the cases filter set that contains the case for which you want to add an analysis template.
   A list of cases appears.
3. Select the case.
   A section that contains the details of the case appears.
4. In the ANALYSIS section, select .
   The Add Analysis Template window appears.
5. Select for the template that you want to add.
6. Specify the start time, end time, and data resolution for the analysis.
   The start time determines the time from the creation of the case and the end time determines the time till when you want the data for the analysis. Data resolution determines the intervals at which the data points must be considered for analysis.

   For example, if a case was created on May 24 at 10:00 AM, and if you specify the start time as 1 hour, end time as 24 hours, and then the data resolution as 5 mins, the analysis report will contain data from May 24, 11:00 AM to May 25, 11:00 AM at every 5 mins interval.

7. Optional: Switch the SET TIME FRAME TO CURRENT toggle to set the current time to be considered as the end time.
8. Select Add to add the selected templates.

You can modify the data points of an analysis template.

1. In the module navigation menu, navigate to Cases.
2. Select the cases filter set that contains the case for which you want to modify an analysis template.
   A list of cases appears.
3. Select the case.
   A section that contains the details of the case appears.
4. In the ANALYSIS section, in the row containing the template that you want to modify, select .
5. As needed, modify the start time, end time, and data resolution.
   The start time determines the time from the creation of the case and the end time determines the time till when you want the data for the analysis. Data resolution determines the intervals at which the data points must be considered for analysis.

   For example, if a case was created on May 24 at 10:00 AM, and if you specify the start time as 1 hour, end time as 24 hours, and then the data resolution as 5 mins, the analysis report will contain data from May 24, 11:00 AM to May 25, 11:00 AM at every 5 mins interval.

6. Optional: Switch the SET TIME FRAME TO CURRENT toggle to set the current time to be considered as the end time.
7. Select Apply to save the changes.

You can remove an analysis template from a case.

1. In the module navigation menu, navigate to Cases.
2. Select the cases filter set that contains the case from which you want to remove an analysis template.
   A list of cases appears.
3. Select the case.
   A section that contains the details of the case appears.
4. In the ANALYSIS section, in the row containing the template that you want to delete, select .

When one or more analysis charts have been saved to an alert, you can preview the charts in a case created from the alert.

• To preview an analysis chart in the EVIDENCE section:
  1. In the module navigation menu, navigate to Cases.
  2. Select a Cases Inbox filter, and then select a case.
  3. In the EVIDENCE section, select the chart that you want to preview.
  Note: You can select multiple chart names to display all charts in the EVIDENCE section.
  The associated chart image appears below the chart name.
• To download an analysis chart from the EVIDENCE section, select for the chart.
• To remove an analysis chart from the EVIDENCE section, select for the chart.

1. In the Case Details page, access the COST BENEFIT ANALYSIS.
2. Select the Select Asset Type link.
   The Asset Fault Type window appears.
3. Select the asset type or fault type that you want to be associated with the case, and then select Apply.
   Note: The fault types are listed only in the Standardized section of the Asset Fault Type window.
   The case is associated with the selected asset type or fault type and the name of the asset type or fault type appears in the Asset/Fault Type field of the COST BENEFIT ANALYSIS section.

1. In the Case Details page, access the COST BENEFIT ANALYSIS section.
2. Select the Change Asset Type link.
   The Asset Fault Type window appears.
3. Select the asset type or fault type that you want to be associated with the case.
   Note: The fault types are listed only in the Standardized section of the Asset Fault Type window.
4. Optional: Select the Overwrite Asset Type check box to associate all subsequent cases created for the asset instance with the selected asset type.
   Note: The Overwrite Asset Type check box is disabled if you select a fault type.
5. Select Apply.
   The case is associated with the selected asset type or fault type and the name of the asset type or fault type appears in the Asset/Fault Type field of the COST BENEFIT ANALYSIS section.

1. In the Case Details page, access the COST BENEFIT ANALYSIS.
2. Associate the case with an asset type or a fault type.
   Tip: If the case is already associated with an asset type or fault type, the name of the associated asset or fault type appears in the Asset/Fault Type field. However, you can associate the case with a different asset type or fault type.
3. In the CURRENCY box, enter the currency in which you will specify monetary values for the analysis.
   In the CBA Dashboard module, if you access the Cost Benefit Analysis Report of the asset associated with the case, all monetary values will appear in the currency that you specify in this box.

   Note: You can enter a value in this box only if this is the first case that is created for the asset instance. If this is not the first case that is created for the asset instance, this box will be populated with the currency that is defined as a custom attribute for the asset instance at a site level and you cannot modify it in this box.
4. In the UNIT OF MEASURE box, enter the Unit of Measure (UOM) that is applicable for the asset and that must be considered while calculating the cost benefit.
   Note: If an UOM is already defined for the asset as a custom attribute, by default, this box is populated with that UOM. However, you can modify the value in this box to update the UOM that must be considered for the Cost Benefit Analysis. If the UOM is not defined for the asset, the value that you enter in this box is updated for the asset as a custom attribute.
5. In the COST AVOIDED section, specify appropriate values for the boxes described in the following table:

   Name of Box	Description	Notes
   PRODUCTION IMPACT	Select the severity of impact that the case has on the productivity of the asset and on the entire unit in which the asset is used.	You can select next to the drop-down list box to view the definition of the values in the drop-down list. Additionally, you can view the percentage that each value denotes in the cost benefit calculation.
   MECHANICAL IMPACT	Select the severity of impact that the case has on the mechanical components of the asset and on the entire unit in which the asset is used.	You can select next to the drop-down list box to view the definition of the values in the drop-down list. Additionally, you can view the percentage that each value denotes in the cost benefit calculation.
   EVENT LIKELIHOOD	Select how likely the event that triggered the alert associated with the case was to occur.	You can select next to the drop-down list box to view the definition of the values in the drop-down list. Additionally, you can view the percentage that each value denotes in the cost benefit calculation.
   MAX UNIT PER HOUR	Enter the maximum number of units that the asset produces in an hour.	If this value is already defined for the asset as a custom attribute, by default, this box is populated with that value. However, you can modify the value in this box. If this value is not defined for the asset, the value that you enter in this box is updated for the asset as a custom attribute.
   DERATE/OUTAGE	Enter the number of units whose production will be reduced or stopped in an hour because of the case.	By default, this box is populated with the value specified in the Max Unit Per Hour box. However, you can modify the value in this box to specify a more accurate production outage that has occurred because of the case.
   PRICE PER UNIT	Enter the price of each unit that is produced by the asset.	If this value is already defined as a custom attribute for the site at which the asset is located, by default, this box is populated with that value. However, you can modify the value in this box. If this value is not defined for the site, the value that you enter in this box is updated for the site as a custom attribute.
   FINE OR ADDITIONAL COST	Defines the monetary penalty and other additional costs that are incurred because of the case.	None

   Note: The Audit Log Management page and the timeline view of the case, provides detailed information on all the associated fields in the COST BENEFIT ANALYSIS section, including timestamp, user name, action taken, and any additional details.
6. Switch the Show Financial Impact toggle.
   The results of the cost benefit calculation appear and the Cost Benefit Analysis is created.

   Note:

   • You can modify that values that you specified for the calculation irrespective of the status of the case. Predix Essentials will re-calculate the cost benefit based on the updated values.
   • The values in the PRODUCTION HOURS LOST and NOMINAL MECHANICAL SAVINGS boxes are populated based on the asset type or fault type associated with the case. However, you can modify the values in these boxes by selecting next to them.
7. In the URGENCY drop-down list box, select a value other than the default value that was determined in the calculation.
8. Select the Go to CBA Dashboard link to view the Cost Benefit Analysis in the form of a Cost Benefit Analysis Report.
   Note: The Cost Benefit Analysis Report appears in a new tab and it appears only if the case is closed.

You can view asset criticality for a case in the Case Details page.

1. In the module navigation menu, navigate to Cases.
2. Select a Cases Inbox filter, and then select a case.
3. In the Case Details page, select the criticality number in the ASSET CRITICALITY field of the CASE INFORMATION section to access the details of the criticality level in the Asset Criticality Analysis page.