Overview

Overview of the Cases Module

The Predix Essentials Cases module provides case information derived from a valid alert, or a case created by an analyst, and requires action to resolve an issue.

Use Case Templates to apply customized and reusable information within a case.

Tip: You need specific permissions to complete these tasks. See Default Permission Set Definitions.

The Cases Inbox heading displays the name of the filter selected, such as Unclaimed or My Cases. It also displays the following icons from left to right on the screen:

: Displays the asset hierarchy.
: Displays the pre-defined filter sets that you can use to filter the cases. Additionally, the drop-down list provides the option to create custom filter sets. The filter set that is currently applied to filter the cases appears next to .
: Refreshes the Cases page to display the new cases that match the applied filter set. By default, the Cases queue is refreshed only when you select . However, you can enable auto-refresh for the view to be automatically refreshed in specific intervals by selecting the time interval in the drop-down list box next to . Disabling auto-refresh prevents new cases from loading until you manually refresh the queue.
Note: When you select an interval time to refresh the Cases Inbox view and Cases Grid view, your selection persists between both views so you can get the most recent results. Your filter and grid customizations also persist after refreshing.
: Displays the My Cases Preference page that allows you to configure the preferences for visual layout of the details section in the Case Details page and the user interface of the Cases module. You can set the preferences to re-order, collapse or expand and show or hide a section.
- Select for the required section and move up or down to a new position to change the order of the selected section. This allows you to control the order of the sections that appear on the Case Details page.
- You can configure to show or hide the number of sections to appear on the Case Details page. In the SHOW SECTION column, select or clear the check box for the section that you want to show or hide on the Case Details page.
- You can expand or collapse the sections to view or hide the information available for the individual sections. In the COLLAPSE SECTION column, select the check box for a section that you want to view in collapsed mode in the Case Details page.
- You can opt in or opt out of receiving email notifications for the cases that you claim. By default, the Subscribe me to case notifications when I claim ownership check box is selected. If you do not want to receive email notifications for the alerts that you want to claim, clear the Subscribe me to case notifications when I claim ownership check box.
- You can set the frequency at which you want to receive email notifications by selecting one of the following options provided for E-mail Frequency for case activity:
  - Every Change
  - Hourly
  - Daily
  - Weekly
  This consolidated email notification highlights all the changes in the case for the selected duration.
  Note: Even if a value changes multiple times in the duration, only the latest value is included in the email notification.
: Exports cases based on the filter criteria applied to a .csv file and downloads the .csv file to your local drive.
The following fields are included in the .csv file:
- Asset/Fault Type
- Currency
- Unit of Measure
- Production Impact
- Mechanical Impact
- Likelihood Impact
- Fine Or Additional Cost
- Max Unit Per Hour
- Derate/Outage
- Price Per Unit
- CBA Enabled
- CBA Urgency
- Production Hours Lost
- Nominal Mechanical Savings
- Production Probability
- Mechanical Probability
- Production Savings
- Mechanical Savings
- Nominal Savings
- CBA Summary
The fields in the COST BENEFIT ANALYSIS section are included only if the Cost Benefit Analysis feature is enabled for your tenant, and if the CBA Template Form is created during tenant onboarding.
: Displays the Create a Case window that allows you to create a case.
: Switches the view to Cases Grid view which displays the cases in a tabular format.
Note: When you are in the Cases Grid view, the button changes to and you can select this button to switch the view to Cases Inbox view.
Cases Dashboard: Select the Cases Dashboard link to open the Cases Dashboard page in the Advanced Visualization module.

In Predix Essentials, Cases are displayed in a queue using filters that can be applied using the drop-down list that appears next to the filter name displayed when the Cases page is accessed.

The default case filters include:

All Cases: Displays all cases, regardless of status or ownership.
Unclaimed: Displays all unclaimed cases.
My Cases: Displays all cases claimed by you. Additionally, this filter displays the cases that are assigned to the user group to which you belong.
Open Cases: Displays all open cases.
Awaiting Cases: Displays all cases that are in Awaiting state.
Closed Cases: Displays all closed cases.
More Filters: Enables you to create custom filters.

You can sort the queue by Creation Time or Severity of cases. Once you have done the initial sort, you can sort by Ascending or Descending.

You can toggle asset-list aliases by setting the Asset Display Name in your user profile to GE or Customer.

In the queue, each case displays the following information, when available:

Case name and severity.
Date and time the case was created.
Status of the case.
Asset Name.
Site Name.

When you select a case in the queue, you can enter report information, view an alert analysis, and manage actions, notes, and evidence pertaining to the issue.

About Case Details Page

The Case Details page displays all of the information about a given case.

The Case Details page displays the details of the case. The Case Details page is divided to into multiple sections to provide the functionalities or information about a case. You can access these sections in one of the following ways:

By scrolling the Case Details page.
By selecting the icon corresponding to the section in the shortcut menu. The shortcut menu appears near the scroll bar.

The shortcut menu in the Case Details page provides an easy way to access any section in the page. The menu contains icons corresponding to each section of the Case Details page and appears near the scroll bar. The following image illustrates the shortcut menu in the Case Details page:

By default, the sections of the Case Details page are expanded. However, you can collapse a section by selecting the heading of the section.

Note:

From the module navigation menu, you can directly open the other Predix Essentials modules to access any information.

If you are logged out of the Predix Essentials application, you need to log in to the application before accessing the email case notification to navigate directly to the Case details page.

The Case Details page contains the following sections:

Case Header

Contains the following basic information about the case:

The name and severity of the case. You can select the severity to change the severity of the case. Additionally, you can select to modify the name of the case.
The Status drop-down list box that enables you to select the status of the case.
Links to access the asset instance and asset dashboard associated with the case.
The Visibility button (): Toggle the icon to change the case visibility from limited to general. When visibility is set to General, the icon changes to ().
The Unsubscribed/Subscribed button: By default, the case displays a status of Unsubscribed (), but toggling it changes it to Subscribed ().
The Refresh button (): Refreshes the Case Details page.
The Notify User(s) button (): Enables you to send notifications about the case to users and user groups.
The Claim Case button that enables to you take the ownership of the case. The Claim Case button appears only for the unclaimed cases.
The Timeline View button – when selected, shows a list of actions taken chronologically (with latest action on top) for the case, instead of the case sections. Select Section View to revert to the default view of the case, showing all the sections.
The Actions menu (), where you can release the case, assign the case, delete the case, apply a template to the case, share the case report, and export the case to a PDF file.

CASE INFORMATION

In the shortcut menu, the CASE INFORMATION section is represented by

. This section contains the following information on the case and the asset associated with the case:

Case ID
The date and time when the case was last updated.
Name of the owner of the case
Name of the user who created the case
External case ID
ID of the asset associated with the case
Asset criticality number. You can select the criticality number to view the Criticality Analysis page that offers details on the justification level of the criticality for the primary asset related to the case.
Links to the different levels of the asset hierarchy associated with the case

INTERPRETATION

In the shortcut menu, the INTERPRETATION section is represented by

. This section enables you to select a Category, Likelihood, Urgency, and Fault Mode, and to add or edit Symptoms, Diagnosis, and Recommendation to the case.

In the Symptoms, Diagnosis, and Recommendation sections, you can also add links. If you add or modify information in these sections, your username and timestamp details appear for Symptoms, Diagnosis, and Recommendation.

Fault Mode

By default, Fault Mode displays the value '-' (None) and it also displays the value '-' (None), when a fault mode is not available from the associated asset.

If the associated asset in a case has fault modes, then the drop-down list for Fault Mode in the Case Details page of the selected case is populated with all the fault modes available for the associated asset.

You can select a value for Fault Mode from the list and save it. After saving, the case date and time is updated to the date and time when you selected the value for Fault Mode as well as updating with your login name. If you reopen the case, the selected fault mode value is displayed in the Case Details page.

RECOMMENDATIONS

Note: This section does not apply to Predix Essentials.

In the shortcut menu, the RECOMMENDATIONS section is represented by

. In this section, you can create a recommendation to propose a course of action to fix the problem that the alert has indicated.

To create a new Recommendation, select

to access the Recommendation datasheet.

Note: The Add icon (

) is enabled only when the case is in the Claimed state.

The recommendations that are already associated with the case appear in the RECOMMENDATIONS section. To view a recommendation, ensure the following conditions are met:

The same asset data is available and mapped to both the Predix Essentials and Meridium systems.
Your user account must have the Predix work order management permission.
Your user account must have the permissions necessary to create Cases and Recommendations.

The RECOMMENDATIONS section displays the following data created from the selected case:

Recommendation name
Recommendation ID
Recommendation status
Name of the user who created the recommendation
Priority of the recommendation
Recommendation creation date
Target completion date
The work history associated with the recommendation
The View all Recommendations link to access the list of all the recommendations available for the asset associated with the case

WORK HISTORY

Note: This section is not available in Predix Essentials.

In the shortcut menu, the WORK HISTORY section is represented by (). In this section, you can view the work orders associated with the case. The work orders contain the details of the work being done to resolve the issue stated in the case. This section displays the Work Description, Work Order number, Status of the order, Work Request number and the Scheduled Date for completion of the work.

When there are multiple work orders for the selected case, the last scheduled to completion work order details are shown first in the list, and the rest of the work orders are arranged in ascending order based on the scheduled completion date.

Note: The work orders that appear in the WORK HISTORY section of the Case Details page are retrieved from the database using the GE_WH_ALERTS query. By default, the GE_WH_ALERTS query is configured to use the Alert ID associated with Case as its parameter to retrieve the work orders based on the Alert. However, if you want to work orders to be retrieved from the database based on the Asset or Analytic Template associated with the Case, you can modify the GE_WH_ALERTS query to use one of the following parameters:

Asset ID: To retrieve the work orders based on the unique identifier of the Asset associated with the Case.
Name of the Analytic Template: To retrieve the work orders based on the Analytic Template associated with the Case.

For more information on modifying the query, refer to the Queries documentation.

When you select the View all Work History link, a list of all of the work orders available for the given asset appears in a new tab. When you select a work order description, a new tab opens where you can view the details of that work order.

Note: The work orders that appear in this datasheet are retrieved from the database using the GE_WH_ALERTS query. By default, the GE_WH_ALERTS query is configured to use the unique identifier of the Asset associated with the Case as its parameter to retrieve the work orders based on the Asset ID. However, if you want to work orders to be retrieved from the database based on the Alert ID or Analytic Template associated with the Case, you can modify the GE_WH_ALERTS query to use one of the following parameters:

Alert ID: To retrieve the work orders based on the unique identifier of the Asset associated with the Case.
Name of the Analytic Template: To retrieve the work orders based on the Analytic Template associated with the Case.

CLOSE CASE

In the shortcut menu, the CLOSE CASE section is represented by

. This section appears only for closed cases and enables you to enter a resolution code and a closure note.

Note: The CLOSE CASE section appears in the links but does not appear if the case has not been closed.

ANALYSIS

In the shortcut menu, the ANALYSIS section is represented by

. This section displays the analysis templates associated with the case.

EVIDENCE

In the shortcut menu, the EVIDENCE section is represented by

. You can use this section to upload and download documents, or add links related to the diagnosis of the issue. You can also view linked alerts or preview an alert analysis chart.

SIMILAR CASES

In the shortcut menu, the SIMILAR CASES section is represented by

. This section displays the cases, based on asset class, that are similar to the current case.

COST BENEFIT ANALYSIS

Enables you to create a Cost Benefit Analysis of the case. A Cost Benefit Analysis helps you identify the financial impact that the case has on your organization by calculating the cost that can be saved by resolving the case. In this section, you can specify the values that must be considered for calculating the cost benefit. Predix Essentials performs the calculations and after the case is closed, you can view the details of the Cost Benefit Analysis in the form of a Cost Benefit Analysis Report in the CBA Dashboard module.

The COST BENEFIT ANALYSIS section for a case supports the standard hierarchy where:

If a case is created at the asset, the values of currency and price per unit are stored at site level and the values of Unit of Measure and Max unit per hour are stored at the asset level.
If a case is created at the site, the values of currency, price per unit, Unit of Measure, and Max unit per hour are stored at the site level.
If a case is created at the Segment, the values of currency and price per unit are stored at site level and the values of Unit of Measure and Max unit per hour are stored at the Segment level.

Note:

The COST BENEFIT ANALYSIS section appears only if the Cost Benefit Analysis feature is enabled for your tenant and if the CBA Template Form is created during tenant onboarding.
CBA does not support cross tenancy. If the cost benefit analysis is done by an operator tenant, then the CBA must not be updated unless the user has access to owner tenant Cases or CBA.
The CBA Dashboard module supports only the Enterprise > Site > Segment > Asset hierarchy.

NOTES

In the shortcut menu, the NOTES section is represented by

. This section displays the notes or links related to the case.

About Case Severity and Status

Case Severity

Each case displays a colored box containing a number, both of which reflect the severity of the case.


Case Icon Color	Corresponding Severity Level
Dark Red	1
Red	2
Orange	3
Pale Orange	4
Yellow	5

Case Status

The possible cases statuses are as follows:

Awaiting
Open
Closed

About Case Notifications

When a case to which you have subscribed is updated by another user, you will receive an email notification about the change.

An email will be sent to the email address that you provide in your user profile. When you claim a case, you are automatically subscribed to that case. However, you cannot see who else has subscribed to that case.

Note:

When a user updates a case that belongs to another tenant, you will not receive any email notification about the change even though you have subscribed to the case.
When you lose access to an asset, you lose subscription to the cases for that asset to which you had previously subscribed.

The following table provides a list of activities that will send an email notification and the email message details. All notifications will include the CASE INFORMATION section, displaying the following information on the case and the asset associated with the case:

In the email subject line, the name of the Customer or User information
Case ID
The date and time when the case was created
Note: In the email notification, the date and time appear based on the time zone set in the My Preferences page.
The date and time when the case was last updated
Note: In the email notification, the date and time appear based on the time zone set in the My Preferences page.
Name of the owner of the case
Name of the user who created the case
External case ID
ID of the asset associated with the case
Name of the asset associated with the case
Name of the site

You can configure which of these activities you want to include in the email notification and the frequency at which you want to receive the email notification. To configure these settings, access the Case Details page, and then select

. The My Cases Preference page appears, allowing you to configure the preferences for visual layout of the details section in the Case Details page and the user interface of the Cases module. You can set the preferences to re-order, collapse or expand and show or hide a section.

Select for the required section and move up or down to a new position to change the order of the selected section. This allows you to control the order of the sections that appear on the Case Details page.
You can configure to show or hide the number of sections to appear on the Case Details page. In the SHOW SECTION column, select or clear the check box for the section that you want to show or hide on the Case Details page.
You can expand or collapse the sections to view or hide the information available for the individual sections. In the COLLAPSE SECTION column, select the check box for a section that you want to view in collapsed mode in the Case Details page.
You can opt in or opt out of receiving email notifications for the alerts that you claim. By default, the Subscribe me to case notifications when I claim ownership check box is selected. If you do not want to receive email notifications for the alerts that you want to claim, clear the Subscribe me to case notifications when I claim ownership check box.
You can set the frequency at which you want to receive email notifications by selecting one of the following options provided for E-mail Frequency for case activity:
- Every Change
- Hourly
- Daily
- Weekly
This consolidated email notification highlights all the changes in the case for the selected duration.
Note: Even if a value changes multiple times in the duration, only the latest value is included in the email notification.

Table 1. Case Notification
Activity (that Triggers Notification)	Email Notification Details
Alert Linked	Alert ID and Alert Name are displayed in the EVIDENCE section.
Alert Unlinked	Alert ID and Alert Name are displayed in the EVIDENCE section.
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>

About Case Visibility

By default, all cases are set to limited visibility. If the cases of an asset for which you have permission are specified as Limited Visibility, you will have View Limited Visibility Cases permission for that asset. When you log in to Predix Essentials with permissions to view limited visibility cases, you will see both limited and general visibility cases.

Note: The visibility icon will be available in the Case Details page only if you have the View Limited Visibility Cases permission.

The following table describes the visibility icon that appears in the Case Details page.

Visbility Icon	Description
	Indicates that the case has limited visibility and you must have the View Limited Visibility Cases permission along with Cases, View Case Detail, or Edit Case Detail permission to view the case. Note: To change the visibility of the case from Limited to General, you must have Cases or Edit Case Detail permission along with View Limited Visibility Cases permission.
	Indicates that the case has general visibility and can be viewed by anyone with permissions to view cases. Note: To change the visibility of the case from General to Limited, you must have Cases or Edit Case Detail permission along with View Limited Visibility Cases permission.

The Case Timeline View displays the name of the user who had changed the visibility of a case and the timestamp for the change.

About Case Subscription

Subscribing to a case allows you to be notified when there are any changes to the case.

You can subscribe to a case by selecting the grayed out Unsubscribed icon () in the Case Details page. Hovering over the icon displays the text "Subscribe to this case". Once you are subscribed, the icon changes to the Subscribed icon (), which means that you will receive email notifications for changes to that case. Hovering over the Subscribed icon displays the text "Unsubscribe from this case". Selecting the icon again will unsubscribe you from the case.

Whenever you claim a case, you are automatically subscribed to that case, and will receive email notification when subsequent changes are made to the case. The notification will also indicate by whom the changes were made. However, if you do not want to receive email notifications for a case that you want to claim, you must clear the Subscribe me to case notifications when I claim ownership check box in the Notification Preference window that appears when you select in the Cases page.

Note: When you lose access to an asset, then you lose subscription to the cases for that asset if you had previously subscribed to cases for that asset.