1. In the ASDK mobile app portal, the general list of cases is displayed, either from the main view or in the case search and pending approvals options.
2. To manage a case, select a record from the case list, and in the Detail You can view and modify the case information. Select the option Edit to access the window Update where you can modify the fields associated with the Requirements, Incidents, and Problems type cases:
| Field | Editable in detail | Editable in Update | Description |
|---|---|---|---|
| Progress | No | No | It allows you to visualize the percentage of attention that the case carries. It should be noted that the visualization of this progress is not in real time; therefore, the changes in the percentage depend on the times configured in the SLAs and the console update. |
| CI | No | No | It allows you to visualize the specific IQ related to the case. |
| Category | No | No | Allows you to view the category related to the case. |
| Service | No | No | It allows you to visualize the service related to the case. |
| SLA | No | No | It allows you to visualize the level of agreement of the service related to the case. |
| Urgency | No | No | It allows you to visualize the level of urgency related to the case. |
| Group | No | Yes | It allows you to visualize the group of specialists assigned to the case. |
| Specialist | No | Yes | It allows you to visualize the specialist responsible for the case. |
| State | No | Yes | It allows you to visualize the current status of the case. |
| Reason | No | Yes | It allows you to visualize the current reason for the case. |
| Affair | No | No | It allows you to visualize the subject of the case. |
| Description | No | No | It allows you to view the description of the case. |
| Known Error | No | Yes | It allows you to visualize if the case is classified as a Known Error. Applies only to Problem type cases. |
| Cause | No | Yes | It allows you to visualize the cause of classification of Known Error. Applies only to Problem type cases qualified as Known Error. |
| Solution | Yes | Yes | Allows you to view the comment on the solution of the case. |
| Historical | Yes | Yes | Allows you to add notes and view the history of modifications of the case. Each record is displayed in an item that allows you to see the details when you click on the corresponding card. |
| Tasks | No | No | It allows you to visualize the tasks related to the case. |
| Attachments | Yes | Yes | Allows you to view the files attached to the case. From this same field, you can also attach new files from your mobile device. |
| Additional Fields | No | Yes | Allows you to view and manage the information of the additional fields. |
| Signature | Yes | Yes | This functionality allows you to view and manage the information in the signature module. |
| Time/ANS | No | No | It allows you to visualize the times, progress, estimated dates, and actual dates of the service level agreements of the case. |
⚐ Note: To exit the ‘Update’ screen, press the Cancel.
3. In the window Update Select the Save, to store the modifications made to the case.
4. If the update was successful, the message is displayed Case Satisfactorily Updated returning to the list of cases.
In the case management process on the mobile ASDK app portal, the specialist user can perform different activities of Complementary management how:
- Case Status Management
- Attachment Management
- Note Management
- Case Reassignment Management
- Customer Signature Management