View Case Status Information

The Status Info section of the Editing Case page contains all the timestamps and status information related to the repair.

While you do need to manually enter some of the Status Info section, you can also update most of the fields via the green workflow buttons at the top of the Editing Case page.

Below is an overview of each field in the Status Info section and how they are populated.

Created

The Created field lists the date/time the case was created and the first/last name of the user who created the case.

This field is populated after a user clicks the New Case button for an asset and is taken to the Editing Case page for the new case. 

Closed

The Closed field lists the date/time the case was closed and the first/last name of the user who closed the case.

This field is populated after a user clicks the CLOSE button on a case.

Asset Arrived

The Asset Arrived field lists the time the asset arrived in the shop.

To edit the Asset Arrived field, do one of the following:  

1. At the top of the page, click CHECK IN. Enter the time the asset arrived in the Arrived At field, then click OK.
   
   
2. Next to the Asset Arrived field, click [edit], enter the time the asset arrived, then click SAVE.

Asset Checked In

To edit the Asset Checked In field, do one of the following:  

1. At the top of the page, click CHECK IN. Select recipients and enter any information as needed, then click OK.
   
   
2. Next to the Asset Checked In field, click [edit], enter the time the asset was checked in, then click SAVE.

Asset Departed

To edit the Asset Checked In field, do one of the following:  

1. At the top of the page, click ASSET IN SERVICE. Select recipients and enter a note as needed, then click OK.

2. Next to the Asset Departed field, click [edit], enter the time the asset departed, then click SAVE.

ETR (Estimated Time of Repair)

The ETR reflects the time in which the service provider estimates they’ll finish the repairs.

To edit the ETR field, do one of the following:  

1. At the top of the page, click REQUEST APPROVAL. Select recipients, enter an ETR, and enter a note as needed, then click OK.
   
   
2. Next to the ETR field, click [edit], enter the ETR, then click SAVE.

ATR (Actual Time of Repair)

The ATR reflects the time in which the repair was actually completed.

To edit the ATR field, do one of the following:  

1. At the top of the page, click REQUEST APPROVAL. Select recipients, enter an ATR, and enter a note as needed, then click OK.
2. Next to the ATR field, click [edit], enter the ATR, then click SAVE.

Follow Up

Depending on your location, the Follow Up time is usually updated each time you use one of the green workflow buttons to move the case forward in the workflow.

The system adds a certain amount of time to the time in which you changed the case status to create the Follow Up time. The amount of time added is configured by your administrator.

To edit the Follow Up field manually:  

1. Next to the Follow Up field, click [edit].
2. Enter a new Follow Up time, then click SAVE.

Asset Down Time

The Asset Down Time field lists the time in which the asset stopped being in service as reported by the customer.

To edit the time the asset stopped being in service manually:  

1. Next to the Asset Down Time field, click [edit]
2. Enter a time, then click SAVE.

Asset Up Time

The Asset Up Time field lists the time in which the asset starting being in service again after repairs completed.

To edit the time the asset starting being in service again manually:  

1. Next to the Asset Up Time field, click [edit]
2. Enter a time, then click SAVE.

Total Downtime

The Total Downtime field isn’t populated until timestamps have been entered for both the Asset Down Time and Asset Up Time. Once both fields are populated, the system calculates the Total Downtime by subtracting the Asset Up Time from the Asset Down Time.

Repair Status

The Repair Status field reflects the current status of the repair and is updated automatically when you use the green workflow buttons on the Editing Case page.

You can also update the Repair Status manually by selecting a new status from the Repair Status dropdown.

Approval

The Approval field reflects whether or not the estimate has been approved by the customer.

To approve an estimate, click [sign estimate] next to the Approval field, use your cursor or finger (depending on your device) to enter a signature in the box, and click SIGN ESTIMATE.

Once you approve an estimate, you cannot remove the signature or change the approval status.