Creating Cases and Adding Entries

Cases track customer activities managed by the Support team, whether reported externally or internally. They provide a clear record of completed work and outstanding tasks.

Each case includes Case Entries, which log activities and time spent, as well as Account Visits, which document onsite visits—creating a clear timeline from start to resolution. A case is considered complete when all necessary actions are taken, and its status is updated to Closed.

While cases originally tracked only field problems, they now cover a wide range of activities, both reactive (e.g., fixing an issue) and proactive (e.g., assisting with a demo). These activities determine the Categories field.

A Case can also be tied to a quote for situations where a customer is out of an active service contract. Click here to see how to create a support quote.

Case Categories

The following are the categories for cases.

Name	Use Case
Software	Documents software-related topics, such as errors, crashes, or configuration problems that impact system functionality. Note TIGA allows you to create software issues from any cases created. Read more about creating a new issue from cases.
Hardware	Reports the instrument’s physical problems, such as malfunctions, misalignments, or component failures.
PM	Tracks preventative maintenance (PM) tasks that the support team must do on an instrument and its system to prevent potential issues.
OQ	Tracks operational qualification (OQ) tasks that the support team must perform to ensure systems operate according to defined performance standards.
App Support	Assists customers with application configuration, such as setting up Tangential Flow Filtration (TFF) protocol.
Installation	Installs a specific product at a customer’s site or remotely.
Pre-Install	Created during the preparation phase before an instrument is shipped or installed to help monitor orders handled by the support team. The case is then linked to a Sales Order. Note TIGA generates a “Pre-Install Checklist” file in the “Tiga Generated Pre-Install Checklists” folder when a Pre-Install case is created or updated and attaches the file link to the Pre Install Checklist field.
Consumable	Addresses issues related to consumable items, including but not limited to chips, reagents, or tips.
Reinstall	Reinstalls an instrument or software at the same or a new location due to upgrades, previous issues, or other requirements.
Deinstall	Removes software or hardware from a site.
System Prep	Prepares systems for a loaner or demo use.
Sales	Handles sales-related activities, including product demonstrations, consultations, or providing technical information to prospective customers.
General	Manages activities that do not fit into other specific categories, such as customer training and follow-ups. Note Cases set to General can only be created if the Account Type is Customer (Academic), Customer (Industry), Distributor, Integrator, or Vendor.
Internal/General	Manages one-time internal work not tied to specific customer accounts or systems, such as setting up a new workbench in the depot or team discussions. Note Cases set to Internal/General can only be created if the Account Type is Employee, Internal, or Other.
Internal/Support Team	Organizes routine internal support team activities that are often repeated, such as logging PTO, holidays, or training time. Creating a new case each time the activity takes place would be an unnecessary burden. This category reduces the effort needed to record these events.
Undecided	Handles cases with unclear details, allowing the support team to investigate and gather information before assigning a more appropriate category.

To create a case and add an entry:

In the CRM application, open the Cases table and add a new record.
Type or select the appropriate information for the provided fields in the Create New Cases window.
Click Create once completed. TIGA will create a case record with Open status.

Open Case
You can now log the activities done against the case. Each time you work on the case, add a case entry to the Case Entries/Related Tables.

Adding a Case Entry Record

Note

Some cases may require an account visit when on-site work is necessary to complete the task. When this happens, log the visit as part of the case in the Account Visits/Related Table.

A Case Linked to an Account Visit

Post Condition:

All case entries will be displayed in the Case History (Read Only) field as a chronological log of the case’s progress from start to finish. The completed entry must include a summary of the case and its resolution.

Case History (Read Only) Field

Related Topics: