Overview

About Cases

The Cases module provides case information derived from a valid alert, or a case created by an analyst, and requires action to resolve an issue.

Use Case Templates to apply customized and reusable information within a case.

Tip: You need specific permissions to complete these tasks. See Default Permission Set Definitions.

The Cases Inbox heading displays the name of the filter selected, such as Unclaimed or My Cases. It also displays the following icons from left to right on the screen:

  • The Add button (), which allows you to create a new case.
  • The Table Grid button (), which, when selected, shows the Cases inbox as a table.
    Note: When you are in table view, the button changes to the Inbox View button ().
  • The List button (), which allows you to export all cases to a CSV file.
In Predix Essentials, Cases are displayed in a queue using filters that can be applied using the drop-down list that appears next to the filter name displayed when the Cases tab is opened. The default filter applied when Cases is selected is Unclaimed.
Note: In Predix Essentials, Cases are displayed in a queue using filters that can be applied from the left navigation bar.
Default case filters include:
  • Unclaimed Cases – displays all unclaimed cases.
  • My Cases – displays all cases claimed by you. Additionally, this filter displays the cases that are assigned to the user group to which you belong.
  • Open Cases – displays all open cases.
  • Awaiting Cases – displays all cases in an "Awaiting" state.
  • Closed Cases – displays all closed cases.
  • All Cases – displays all cases, regardless of status or ownership.

You can sort the queue by Creation Time or Severity, and then sort by Ascending or Descending.

You can toggle asset-list aliases by setting the Asset Display Name in your user profile to GE or Customer.

In the queue, each case displays the following information, when available:
  • Case name and severity.
  • Date and time the case was created.
  • Status of the case.
  • Asset Name.

When you select a case in the queue, you can enter report information, view an alert analysis, and manage actions, notes, and evidence pertaining to the issue.

Case Details Page

The Case Details page displays all of the information about a given case.

The following sections of the Case Details page provide information about a selected case.
Case Header
Contains the case the following information:
  • Case name and severity

    Select the severity to change the severity of the case. Select the name of the case to edit the name inline.

  • Asset Name, Asset ID, Site, and Enterprise.
    Note: If a case is not claimed, the owner name appears blank. If the case was assigned, but not acknowledged, a red circle appears next to the owner.
  • Links to Asset Info and Asset Dashboard.
  • Asset Criticality information
    Note: This item does not apply to Predix Essentials.

    Provides the criticality of an asset related to a case. When you select the criticality number, the Criticality Analysis page appears, which provides more information on the level of the criticality for a primary asset related to a case.

  • The Unsubscribed/Subscribed icon – By default, the case is designated as Unsubscribed (). When you select , the it will change it to Subscribed ().
  • Status drop-down list

    Enables you to select a status for a case.

  • Claim Case button
  • Appears if you viewing the cases details of an Unclaimed Case.
  • The Case Info, Interpretation, Actions, Analysis, Evidence, Similar Cases, and Notes tabs.
Case Info
Displays the following information:
  • The creator and the owner of a case.
  • Date and time, when the case was created and last updated.
  • Case number
  • External Case ID.
Interpretation
Enables you to select a Category, Likelihood, Urgency, and Fault Mode, and to add or edit Symptoms, Diagnosis, and Recommendation to the case.

In the Symptoms, Diagnosis, and Recommendation section, you can also add links.

Fault Mode

By default, Fault Mode displays the value '-' (None) and it also displays the value the value '-' (None), when a fault mode is not available from the associated asset.

If the associated asset in a case has fault modes, then the drop-down list for Fault Mode in the Case Details page of the selected case is populated with all the fault modes available for the associated asset.
You can select a value for Fault Mode from the list and save it. After saving, the case date and time is updated to the date and time when you selected the value for Fault Mode as well as updating with your login name. If you reopen the case, the selected fault mode value is displayed in the Case Details page.
Recommendations
Note: This section does not apply to Predix Essentials.
You can create a recommendation from the Case Details page in order to propose a course of action to fix the problem that the alert has indicated.
You can create a Recommendation from a case. To create a new Recommendation, select the Add icon (). The Record Manager section appears, displaying a Recommendation datasheet. As necessary, enter the appropriate data and save the file.
Note: The Add icon is enabled only when the case is in the Claimed state.
You can view recommendations from the Case Details page. To view a recommendation, ensure the following conditions are met:
  • The same asset data is available and mapped to both the Predix Essentials and Meridium systems.
  • You must have Predix work order management permission to view Recommendations and Work History sections.
  • You must have permissions to create Cases and Recommendations.
The Recommendations section displays the following data created from the selected case:
  • Recommendation description

    When you select the description, the Recommendation datasheet page appears in a new tab, displaying the details of the selected recommendation. You can modify the recommendation, if you have appropriate permissions.

  • Recommendation ID
  • Recommendation Status
  • Priority
  • Target Complete Date
  • Add a Comment link

    Enables you to add a comment to the recommendation. After you save the comment, it displays along with your user name, the date and time when the comment was added.

  • View all Recommendations link

    When you select the link, a list of all of the recommendations available for the given asset appears. When you select a recommendation name, a new tab opens, where you can view the details of that recommendation.

Note: When there are multiple recommendations for a case, the last created recommendation is displayed first, with the remaining recommendations arranged in descending order based on the recommendation creation date. If no recommendations are shown for an alert, There are no Recommendations created for this alert message appears below the Recommendations heading.
Work History
Note: This section does not apply to Predix Essentials.
You can view work orders from the Case Details page. Work orders provide the details of the work being done to resolve the issue stated in the case.
Provides the Work Description, Work Order number, Status of the order, Work Request number and the Scheduled Date for completion of the work.
When there are multiple work orders for the selected case, the last scheduled to completion work order details are shown first in the list, and the rest of the work orders are arranged in ascending order based on the scheduled completion date.
If there are no work orders for a selected case, the There are no work orders created for this case message appears.
Note: The work orders that appear in the Work History section of the Case Details page are retrieved from the database using the GE_WH_ALERTS query. By default, the GE_WH_ALERTS query is configured to use the Alert ID associated with Case as its parameter to retrieve the work orders based on the Alert. However, if you want to work orders to be retrieved from the database based on the Asset or Analytic Template associated with the Case, you can modify the GE_WH_ALERTS query to use one of the following parameters:
  • Asset ID: To retrieve the work orders based on the unique identifier of the Asset associated with the Case.
  • Name of the Analytic Template: To retrieve the work orders based on the Analytic Template associated with the Case.
For more information on modifying the query, refer to the Queries documentation.
When you select the View all Work History link, a list of all of the work orders available for the given asset appears in a new tab. When you select a work order description, a new tab opens where you can view the details of that work order.
Note: The work orders that appear in this datasheet are retrieved from the database using the GE_WH_ALERTS query. By default, the GE_WH_ALERTS query is configured to use the unique identifier of the Asset associated with the Case as its parameter to retrieve the work orders based on the Asset ID. However, if you want to work orders to be retrieved from the database based on the Alert ID or Analytic Template associated with the Case, you can modify the GE_WH_ALERTS query to use one of the following parameters:
  • Alert ID: To retrieve the work orders based on the unique identifier of the Asset associated with the Case.
  • Name of the Analytic Template: To retrieve the work orders based on the Analytic Template associated with the Case.
Actions
Enables you to create an action for a case and add a recommendation.
Closure
For a closed case, you can enter a resolution code and a closure note.
Note: The Closure section appears in the links, but does not appear if the case has not been closed.
Evidence
Enables you to upload and download documents , or add links related to the diagnosis of the issue. You can also view linked alerts or preview an alert analysis chart.
Analysis
Displays any analysis templates associated with the case.
Notes
Displays the notes or links related to the case.
Similar Cases
Lists cases, based on asset class, that are similar to the current case.
Cost Benefit Analysis
Enables you to create a Cost Benefit Analysis of the case. A Cost Benefit Analysis helps you identify the financial impact that the case has on your organization by calculating the cost that can be saved by resolving the case. In this section, you can specify the values that must be considered for calculating the cost benefit. Predix Essentials performs the calculations and after the case is closed, you can view the details of the Cost Benefit Analysis in the form of a Cost Benefit Analysis Report in the CBA Dashboard module.
Note: The Cost Benefit Analysis section appears only if the Cost Benefit Analysis feature is enabled for your tenant and if the CBA Template Form is created during tenant onboarding.

Case Severity and Status

Case Severity

Each case displays a colored box containing a corresponding number that indicates the severity of the case.

Case Icon ColorCorresponding Severity Level
Dark Red1
Red2
Orange3
Pale Orange4
Yellow5

Case Status

The following table shows case status messages:

StatusDescription
OpenThe case has been created from an alert, and work is in progress.
AwaitingThe case is awaiting information from the customer or a resolution prior to action.
ClosedA resolution has been achieved, and the case has been closed.

Case Notification

When a case to which you have subscribed is updated by another user, you will receive an email notification about the change.

An email will be sent to the email address that you provide in your user profile. When you claim a case, you are automatically subscribed to that case. However, you cannot see who else has subscribed to that case.
Note:
  • When a user updates a case that belongs to another tenant, you will not receive any email notification about the change even though you have subscribed to the case.
  • When you lose access to an asset, you lose subscription to the cases for that asset to which you had previously subscribed.

The following table provides a list of activities that will send an email notification and the email message details. All notifications will include the date and time when the action was performed and the first and last name of the user who performed the activity.

Table 1. Case Notification
Activity (that Triggers Notification)Email Notification Details
Case AssignedCase assigned to <User First Name> <User Last Name>
Template AppliedCase Template <Case Template Name> applied
Case CreatedCase created for Asset <Asset ID>: <Asset Name>
Case DeletedNo additional detail
Severity UpdatedSeverity updated from <original severity> to <current severity>
Case Name UpdatedCase Name updated from <original name> to <current name>
Case Status UpdatedCase Status changed from <original status> to <current status>
Case AcknowledgedNo additional detail
Case ClaimedNo additional detail
External Case ID UpdatedExternal Case ID updated from <original external case id> to <current external case id>
Category UpdatedCategory updated from <original category> to <current category>
Likelihood UpdatedLikelihood updated from <original likelihood> to <current likelihood>
Urgency UpdatedUrgency updated from <original urgency> to <current urgency>
Symptoms UpdatedSymptoms updated from <original symptoms> to <current symptoms>
Diagnosis UpdatedDiagnosis updated from <original diagnosis> to <current diagnosis>
Recommendation UpdatedRecommendation updated from <original recommendation> to <current recommendation>
Closure Code UpdatedClosure Code updated from <original closure code> to <current closure code>
Closure Note UpdatedClosure Note updated from <original closure note> to <current closure note>
Closure Date UpdatedClosure Date updated from <original closure date> to <current closure date>
Note AddedNote Text: <Note>
Note DeletedNote Text: <Note>
Attachment AddedAttachment Name: <Attachment Name>
Attachment DeletedAttachment Name: <Attachment Name>

Case Visibility

By default, all cases are set to limited visibility. If the cases of an asset for which you have permission are specified as Limited Visibility, you will have View Limited Visibility Cases permission for that asset. When you log in to Predix Essentials with permissions to view limited visibility cases, you will see both limited and general visibility cases.

Note: The visibility icon will be available in the Case Details page only if you have the View Limited Visibility Cases permission.
The following table describes the visibility icon that appears in the Case Details page.
Visbility IconDescription
Indicates that the case has limited visibility and you must have the View Limited Visibility Cases permission along with Cases, View Case Detail, or Edit Case Detail permission to view the case.
Note: To change the visibility of the case from Limited to General, you must have Cases or Edit Case Detail permission along with View Limited Visibility Cases permission.
Indicates that the case has general visibility and can be viewed by anyone with permissions to view cases.
Note: To change the visibility of the case from General to Limited, you must have Cases or Edit Case Detail permission along with View Limited Visibility Cases permission.

The Case Timeline View displays the name of the user who had changed the visibility of a case and the timestamp for the change.

Case Subscription

Subscribing to a case allows you to be notified when there are any changes to the case.

You can subscribe to a case by selecting the grayed out Unsubscribed icon () in the Case Details page. Hovering over the icon displays the text "Subscribe to this case". Once you are subscribed, the icon changes to the Subscribed icon (), which means that you will receive email notifications for changes to that case. Hovering over the Subscribed icon displays the text "Unsubscribe from this case". Selecting the icon again will unsubscribe you from the case.

Whenever you claim a case, you are automatically subscribed to that case, and will receive email notification when subsequent changes are made to the case. The notification will also indicate by whom the changes were made.

Note: When you lose access to an asset, then you lose subscription to the cases for that asset if you had previously subscribed to cases for that asset.