Creating and Modifying a Record or Case

Help Topics

• Creating a New Record/Case
• Left Panel
  • Template
  • Title and Summary 
  • Actions 
  • Attachments
  • Removing an Attachment
  • Details
  • Timeline
• Right Panel
  • Status
  • Severity
  • Affected Areas
  • Tags
  • Assignee and Collaborators
  • Links
• Saving your New Record/Case

 

Creating a New Record/Case

At the top right of the screen, you'll see the New button.  Clicking on this will present you with a new Record form as shown below.

From here, you may select a Template from the dropdown menu and begin filling in relevant information. Templates are predefined forms that guide you throughout the process of creating a record or case. The sidebar to the right contains global information, such as the Record status, Severity, Affected Areas, Tags, and external Links.

 

 

Left Panel Options

Template

From here, you may select a template from the dropdown menu and begin filling in the relevant information. Templates are predefined forms that guide you throughout the process of creating a Record or Case.

Note: This is a required field.

 

Title and Summary

Provide a title for your case along with a brief summary. You may also attach files from your device to this report. Once you have the required information filled out on the form, you may choose to Create Record or Create Case from the bottom right of the page:

Note: Title is a required field but the summary is optional and both can be updated at any time while the Case is open.

 

Actions

Actions are simply a 'To Do' list and you check off each item as it is completed. Note: When you click on an item to mark it as 'Complete' it is automatically saved.

Attachments

You have another great feature—the ability to upload supporting documentation and evidence which can be attached to the Record / Case that you are creating.

There are two ways to attach a file: You can click on the Select File button and browse to the file location on your computer or network drive. Or, you can drag and drop files.

 

When creating the Record or Case, these files will be automatically saved.

Please note that the allowed file types are: txt, png, zip, jpg, jpeg, docx, xlsx, pdf, mp4, mov.  Each file must also be no larger than 20mb in size.

 

Removing an Attachment

You cannot remove an attachment directly from the "Create Record/Case" view, you can only do this when viewing a Record/Case. 

Simply click on the delete icon, and confirm in the pop-up dialogue that this is what you want to do.  Please be aware, this action cannot be reversed.

 

 

Details

Based on what has been configured in the template you have chosen, you may see other information that is required.  In Cases, these are called Fields.  You can learn more about their configuration here.

For example, the default template for Fire Alarm has some additional fields such as Involved Parties, Incident Description, and Details.  All of these template details are configured in the settings page.

 

 

Timeline

The timeline shows you the full timeline of the Record/Case, this is also known as an event log.  When something related to a Case changes, you'll see the timestamp, log type, and who made the action, right here.  You can also manually add items here by entering your text in the Write an update text box then, press enter to save.

 

 

Right Panel Options

The panel to the right contains global information.

 

Status

Select from the default options: New, Open, or Resolved.  

Note: These options may differ from what you see here and are set by your Cases Administrator. 

 

Severity

Select from the default options: High, Medium, or Low.

Note: These options may differ from what you see here and are set by your Cases Administrator. 

 

Affected Areas

Select from the available areas that have been configured in settings.

 

Tags

Select multiple, pre-defined tags that have been configured in settings. 

You cannot add new tags directly from this text box. To do that, manage them here.

 

Assignee and Collaborators

An Assignee is the person the Case is currently assigned to.  You can invite other people to the Case as Collaborators.  To assign a Collaborator to the case, use the up arrow / promote button next to the Collaborator's name.

 

Links

You have the ability to link other Records or Cases here.  As you begin entering the Case id or title, the relevant Cases will automatically appear in the list.  When you have found the Case/Record you require, simply click it to assign it to the Case.

 

The global options above can be modified in settings so that they're specifically tailored to your own requirements. 

Saving your new Record / Case

Once you have filled out the form, you may choose to Create Record or Create Case from the bottom right of the page: