Overview

Open Cases and Pending Service Requests

We have implemented changes to assist both Service Providers and Fleet users in easily identifying assets with open cases or pending service requests.

This enhancement allows you to view any pending service requests and open cases when creating a case on the Asset Search Results screen, regardless of when they were created (previously, this was limited to requests from the past 30 days). Additionally, users can access this information at any time from the Show/Edit Asset screens.

Searching for an Asset

When searching for an asset on the Search page, two new columns will be displayed in the search results. If there are any open cases or pending service requests, a link to "View" the respective list will be highlighted in yellow for easy access.

New Case Creation

Clicking the link to view them will provide a pop-up modal with a list of all open cases or pending service requests for the asset.

• When clicking to create a new case on an asset (from Asset Search, Edit Asset, or customer’s Asset List screens)
  • previously user was alerted to:
    • any existing Pending Service Request for that asset which was directed to the user’s active Dealer
    • and any existing Active Case (created within past 30 days)
  • New behavior is:
    • unchanged regarding Pending Service Request; still alerts for SR on that asset, directed to the user’s active Dealer
    • now alert will include all OPEN Cases (created ever) for all locations, as long as those locations have Shared History enabled
• The new modals contain similar details as before, but are designed to focus attention on Open Cases associated with the user’s active Dealer and that Dealer’s Dealer Group
  • If there are a lot of Open Cases on the asset, user will click a link to display cases associated with other locations outside of the active Dealer’s Dealer Group
• Dealer:
• New modal showing both an open case (at that active dealer) and Pending SR at that dealer:

The pop-up modal can be closed, or a button can be clicked to take the user to the Edit Asset screen, with the appropriate tab displayed.

Viewing Cases and Service Requests on the Show/Edit Asset Screen

Viewing Cases

• On the Show/Edit Asset screen, a new CASES tab has been added which replaces two tabs: CASE HISTORY and IN-PROGRESS CASES. 
  • The new CASES tab displays all Open Cases in the top section of the tab; the far right column indicates whether the case is "Active", meaning created within past 30 days, or "Inactive".
  • Closed Cases appear in a separate section of the tab which can be displayed/opened by the user.
• Note also that the tab that used to be called "Pending Work" is now called "Deferred Operations" to more accurately reflect its contents.

Viewing Service Requests

• A new SERVICE REQUESTS tab has been added, which displays all Service Requests for the asset. "Pending" requests are initially displayed at the top of the list. 
  • For a Service Provider, this list is limited to Service Requests for that asset which were directed to that Service Provider.
  • For a Fleet, this list is limited to Service Requests initiated by the fleet for the asset.

Viewing Customer Assets

• For consistency, the service provider Asset List screen, which can be displayed for a specific customer, now contains the same column headers and results as the Search Results screen, which shows which assets may have pending service requests or open cases.