Editing a Case
1. To edit the case information, log in to the ASMS Specialist Console in the Cases From the main menu, select an option associated with the cases (Open, Closed, My Cases or Cases from my groups) and in the information view you will be able to see the list of created cases.
2. In the information view of the ASMS Specialist Console, you can access a case for querying or editing in the following ways:
- Preview: In the case list, click on one of the records and you will be able to access a non-editable preview of the case, with basic information and history of the case. You can select the View or Edit case.
- Overview: In the list of cases, click on the case ID and you will be able to access an overview of the case, with information such as status, project, progress and date; categories such as basic information, customer information, case categorization, priority level, or additional fields, among others. You can select the View, Edit or Save the case.
- Cards View: In the information view, click on the Card icon, and you will be able to view the list of cases and a non-editable preview of the case. You can select the View or Edit case.
⚐ Note: When editing a case in the ASMS Specialist Console, you will be able to modify case information if you have the permissions assigned to you during project setup in the ASMS Admin Console.
3. When you finish editing the case, click Save to confirm the changes made.
Attach File
When editing a case in the Specialist Console, you will have the option to add documents enabled by selecting the option Attach File.
Add Note
When viewing a case in the Specialist console, you can add a note to the case without editing it by clicking the New note. In the window that is enabled, describe the note, confirm if it is public, and select the Add Note.
If you have the action set up “Improved wording” on the admin site View Sentiment Analysis Settings, a button will be displayed at the bottom called “Improve grade”. This button is enabled when typing more than 20 characters and allows you to improve the clarity, coherence and style of the text entered.
Send mail
When editing a case in the Specialist Console, you will have the option Send mail, to send a case report via email. Define the script, a subject, the body of the email, and attachments if required. When you select the ADD TAG, you can include information from the case fields. A list of the fields in the case is enabled. Select the fields you will use in the email text and the values will be replaced with the case information.
Recipient Management in “To” and “CC”
By clicking on the fields For or CC, triggers a predictive search that displays an email list of active specialists associated with the project. As at least 3 characters are entered, matching recipient suggestions are displayed, facilitating quick and accurate selection.
⚐ Note: When you select the ADD TAG In the subject of the email, the tag can be included Code which corresponds to the identifier of the case.
The fields Stop and CC They have the following characteristics:
Allowed Parameters:
- Full length: Up to 113 characters.
- Length before symbol @ Up to 64 characters.
- Length after symbol @ Up to 48 characters.
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Characters allowed:
- Letters: a-z and A-Z (excluding the letter ñ-Ñ).
- Numbers: 0-9.
- Special characters: ‘ . - _ ! # ^ ~
Restrictions:
- The use of a period (.) immediately before the @ symbol is not allowed.
Note: The labels of the date and time fields will be replaced based on the time zone of the user logged into the application. If the user does not have a defined time zone, the values will be adjusted to the UTC time zone.
Click the Planned you will be able to preview the email.
When you send the email, a private .eml file with the information sent in the email including the attachments will be automatically attached to the case.
In the History tab of the case, the sending of the report will be registered with a link to download the email sent.
Effort
If the specialist is also responsible for the case, when editing a case in the specialist console, the Effort , where the specialist will be able to record the time they have invested in the case throughout the life cycle. (This button is displayed only if it has been previously configured from the Admin console.)
Risk
The Risk allows the specialist to assess the risk when implementing a Change or a Release (only applies to these two types of cases). When editing the case, the risk button is enabled depending on the state in which the risk was defined from the management console.
If you edit the case, by entering through the case ID, you will be able to identify the Risk option, in the Define the Priority level tab, in the Risk field, click on the corresponding icon
In the window Assess Risk Define the risk levels for the selected case.
History
At any time during the editing of the case you can access The History to view the record of the actions taken on the case during its life cycle.
Sentiment Analysis
Preconditions
- Have the endpoints and actions required for proper operation configured in the admin console. View Sentiment Analysis Settings
1. When the customer has added a note to a case type such as Service Requirement, Incidents or Changes, the specialist will be able to see the customer’s sentiment in the Case Details, in the field History / All / Customer Notes.
2. All the notes added by the client will be listed, there click on the option Sentiment Analysis.
3. An analysis of all the notes added to the case will be carried out and the client’s sentiment regarding the case will be visualized.
4. Within the sentiment options, the following are available:
- Satisfied: feeling when the grades are positive.
- Unsatisfied: feeling when the grades are negative.
- Mixed: feeling when there are positive and negative notes.
- Neutral: feeling when internally it is not possible to interpret the notes added to the case.
5. For the feeling Mixed A final perception is calculated according to the last grade added to the case.
