Creating New Cases in the Installed Products Table

Here we’ve defined each of the options found in the Create New Cases window, to help you fill in the correct information.

This topic is intended for a support team member who wants to score an installed product.

The Create New Cases Window

Field/Option	Description - What To Do
Account Name	The account to which the case is related. This option is automatically filled in by TIGA.
Priority	Use your best judgment when deciding if this is a Low, Medium, or High priority case. If you are unsure of what to select, talk to your manager.
Case Status	Select Open, unless you have resolved the issue completely, in which case select Closed.
Date Opened	Select the date that the incident was first reported. This field is editable because while you should create cases as soon as possible, sometimes you may have a backlog of cases to enter. When scoring an installed product, the Date Opened option can only be set to a date within one year after the instrument’s installation date.
Date Closed	Select the date that the incident was resolved. You can’t set the Date Closed option to an older date than today.
Owner	The person who is assigned to the customer case. To change the owner name, click the blue ellipses button, add a new name from the Record menu, then select the newly added name from the Employee table.
Category	Select Hardware from the Category list. If you select any of the other options, the Manufacturing Flaw Score option will be disabled.
Symptoms	Type a description of the symptoms of the issue, e.g. “images too dark”.
System Status	Use this field only if you feel the case is important and needs to be included in the “Important Cases” automated email report. Options include Non-operational and Semi-Operational. Semi-operational indicates that the issue has not stopped the customer’s normal workflow but requires immediate attention. If you are not sure what to select, talk to your manager.
Tags	Next Site Visit — Select this check box if the incident can be addressed the next time a support technician visits the customer’s area or individual site for another case, install, or retrofit. PM Visit — Select this check box if the incident is related to a preventative maintenance visit (PM). Application Support — Select this check box if the incident is related to application for support. Customer Survey — Select this check box if the incident is related to a customer survey. Customer Upset — Select this check box if the customer is a “high maintenance” customer and, regardless of priority or system status, the issue should be addressed as soon as possible.
Sub-Category	Manufacturing Flaw — Select this option if you find hardware defect(s) on the installed product, such as broken parts. Selecting this sub-category score will override the selected product’s score. This option becomes mandatory if a case is closed. Product Design and Reliability — Select this option if you find issues with the installed product’s design and reliability. For example, after upgrading MANTIS plate clamp, the upgraded plate clamp doesn’t properly lock a plate on the MANTIS plate holder. User Error — Select this option if you find issues caused by the customer or user error. For example, if the user didn’t carefully follow the product’s safety instructions.
Manufacturing Flaw Score	0 — Terrible. Big issues found during the product installation due to poor product assembly quality. This should have been detected prior shipping. 1 — Repeat issues. Old issues found during the product installation. 2 — Issues could not be fixed during the product installation and the support team had to return to resolve it. 6 — Issues found during the product installation and the support team had to extend their installation dates and incur additional travel costs. 7 — Issues found during the product installation that caused a delay of more than 5% of the total estimated installation time. 9 — Issues found during the product installation that caused a delay of less than 5% of the total estimated installation time.
Sales Order	Click the blue ellipses button and select the appropriate sales order, if needed.