Coordinators and service managers
Cases, review dates and work orders
Keep the service issue and its execution clearly connected.
What to do
- Open Cases and use search/status/review filters before creating a case. Enter a clear subject, description and the correct customer/site context.
- Create the linked work order with the intended equipment and engineer. Review the displayed case and work-order numbers.
- Use pending status only with the required reason, review responsibility and next review date. A pending case needs a visible follow-up decision.
- Use the review worklist to find overdue or upcoming reviews. Clear filters when you want the broader visible list; My pending reviews narrows responsibility to you.
- Review case history before changing status. Close the case only when the permitted service conditions are met; an active visit can block closure. Reopening requires a reason.
Before you continue
Case ageing starts from its original creation, including after reopening.
Worklists support refresh; automatic polling can pause while forms are open or errors need attention. Confirm the latest update indicator before making decisions.
Questions and troubleshooting
Does closing a case invoice the customer?
No. Service closure and ERP billing are separate states. Review billing submission and its material/invoice confirmations separately.
Why can I not assign an engineer or asset?
The selected reference must belong to the organization and meet the workflow’s access rules. Correct the reference; changing the browser URL cannot grant access.