Auto-Linking Cases for External Service Events

Overview

This article explains how cases created by outside service providers for fleet assets are automatically organized and tracked in the system. Even if the case wasn't created through the usual workflow, it's still linked to a parent case and shown in Sentinel as a service event.

When This Happens

This process is used when:

• A case is created by a service provider outside of a service network.

What Happens Behind the Scenes

1. A Case Is Created

A service provider creates a case for an asset.

2. A Notification Is Sent

As soon as the case is created, a system message is sent to notify other parts of the platform.

3. Sentinel Picks Up the Case

That message is sent to Sentinel, which checks if the asset is one it needs to track. If it is, Sentinel takes the next step.

4. A Parent Case Is Created

Sentinel asks the system to check if there’s already a "parent" case for that asset at the service location.

• If a parent case already exists, the new case is linked to it as a “sub-case.”
• If a parent case does not exist, a new parent case is automatically created and linked to it.

5. A Service Event Is Created

Once the case is linked, a service event is created in Sentinel, allowing it to be tracked like any other work order. From the user's perspective, this all happens automatically and appears just like a regular sub-case request that has been accepted.

What You'll See in Sentinel

• The new case will be listed under its parent case.
• A service event will be shown as “In Progress.”
• The case will be connected to the correct asset, provider, and time.

  

• There will be a brief note on the event stating that it was created automatically.

  

Timing: Why There’s a Short Delay

There is a slight, built-in delay (approximately 15 seconds) between creating the case and viewing the result in Sentinel. This is intentional and helps prevent system errors when cases and parent cases are created simultaneously.

Need Help?

If the case doesn’t appear as expected in Sentinel in a timely manner, contact support. Please include the asset’s VIN and the time the case was created.