Case Information (Case Intake)

The Case Information page serves as the intake form when creating a new case for a service event. This page captures the key details needed to open and route the case correctly, including contacts, asset information, VMRS coding, and the case-level complaint.

Open Case Warning for Assets

If the selected asset already has one or more open or inactive cases, a warning modal appears before the new case is created. This modal:

• Lists existing cases tied to the asset

• Displays case number, created date, last updated date, repair status, and complaint

• Helps prevent duplicate or unnecessary cases

From this modal, you can:

• Select an existing case to review it, or

• Click Skip and Create Case to continue creating a new case, or

• Click Cancel to exit the process

  

Contacts Section

You must assign at least a Primary Contact before continuing. You can also assign:

• Driver

• Bill To Contact

If a required contact does not already exist, click Create New Contact to add them directly from this screen. Contacts added here will carry through the case lifecycle for communication and billing purposes.

You can edit or remove contacts at any time using:

• Edit Contact

• Remove

Asset Information

Use the Asset Information section to capture supporting details about the equipment involved, including:

• Related Asset

• Trailer Loaded

• Trailer Load

These values carry forward into the case record for visibility by service providers and support teams.

VMRS Coding & Case-Level Complaint

The VMRS Coding section captures the structured repair data used for reporting and workflow routing:

• Repair Priority

• Repair Site

• Reason for Repair (required)

You must also enter a Case Level Complaint (required), which defines the overall service issue and carries forward to the editable case view.

The Complaint (Operator Report) field can be used to add additional driver- or operator-reported context.

Saving the Case

All required fields must be completed before continuing. Once complete:

• Click Save & Continue to proceed to the case workspace

• Click Skip only if your portal configuration allows it

  Note: Required fields are marked with an asterisk (*). VMRS coding follows ATA Technology & Maintenance Council (TMC) standards.