{"id":48148,"date":"2021-04-20T11:51:01","date_gmt":"2021-04-20T03:51:01","guid":{"rendered":"https:\/\/oihelp.corporate.ifs.com\/help\/?page_id=48148"},"modified":"2024-11-22T14:06:36","modified_gmt":"2024-11-22T06:06:36","slug":"case-management-overview-4-6-1","status":"publish","type":"page","link":"https:\/\/oihelp.corporate.ifs.com\/help\/p2-explorer\/cases\/case-overview\/case-management-overview-4-6-1\/","title":{"rendered":"Case Management Overview (4.6.1)"},"content":{"rendered":"\n

This article applies to versions 4.6.1 of P2 Explorer.<\/p>\n

Overview<\/h2>\n

Cases are raised (manually in Explorer, or automatically when Sentinel events occur) in the monitoring of entities (or assets, as they are called in Sentinel).<\/p>\n

This article shows how to locate and view these cases, and also how to open the case editors (Case Details<\/a> in the Case Tab, and the Explore panel<\/a> for a case).<\/p>\n

About Case Management<\/h2>\n

Case Management is all about activities and changing statuses surrounding events for cases that have been manually raised in Explorer, and those raised in source applications such as P2 Sentinel. Sentinel has configuration options for raising cases for certain events, under specific conditions.<\/p>\n

The Sentinel-raised cases in Explorer can be viewed from Sentinel: Case Id, Title, Category, Entity (shown as Asset), Raised Date, State, Raised By<\/em> and Assigned To<\/em> can all be viewed from Sentinel, in the Asset reports.<\/p>\n

Updates to Sentinel-raised cases update the event status for originating events in Sentinel. When a Sentinel-raised case is confirmed or rejected in Explorer, the related event in Sentinel has an automatic status update to Valid (for confirmed cases) or Invalid (for rejected cases). Read more about Sentinel-raised cases in the P2 Sentinel User's Guide<\/em><\/span>.<\/p>\n

Cases can be given a Due Date. The ideal is to try and resolve a case by its due date, and then either confirm or reject it, before closing it.<\/p>\n

Case Categories<\/h3>\n

Case categories are used to group and filter cases. The categories are stored in the Server database, and can be updated or added to by a System Administrator. Instructions can be found in the P2 Explorer Installation Guide<\/em><\/span>.<\/p>\n

Case Status<\/h3>\n

The status for a new case is always New<\/em>.<\/p>\n

Case statuses can be changed in any order. The following statuses can be applied: New, Investigating, Confirmed, Rejected, Closed, Deprecated<\/em>.<\/p>\n

In Sentinel, there is an optional setting to automatically close cases after relating deferred actions in Sentinel complete. Read more about deferred actions<\/em> in the P2 Sentinel User's Guide<\/em><\/span>.<\/p>\n

Deprecated Cases<\/strong><\/p>\n

Sentinel-raised cases are automatically deprecated when the responsible Sentinel monitor is re-run for the period that the case was raised.<\/p>\n

In Explorer, cases can also be manually updated to the Deprecated<\/em> status.<\/p>\n

Managing Prioritisation of Cases<\/h3>\n

Every case in Explorer has a priority (1 to 10). The default for all new cases is priority 10 (the lowest priority). Cases can be re-prioritised manually, and they can also be automatically re-prioritised daily, according to a set of configurable rules.<\/p>\n

Auto-prioritised cases can also be configured to have the priority coloured: for example, red, green, grey, black, etc. Note that each priority doesn't always have the same colour. For example, there may be a priority 3 in red, and another one in orange, while there might also be a priority 4 in red. Priorities and colours are defined for Category, Urgency, and Impact, in the customised \u2018AutoCaseCalculations\u2019 spreadsheet.<\/p>\n

The \u2018AutoCaseCalculations\u2019 spreadsheet is maintained on P2 Explorer\u2019s server. P2 Explorer\u2019s Server service uses this spreadsheet in its daily configured run, to update priorities and colours of all cases in Explorer that have a category matched by a tab sheet. The P2 Explorer Installation Guide<\/em> <\/span>has instructions for creating and maintaining the spreadsheet, so that it will auto-prioritise cases based on a matrix of rules defined for each category.<\/p>\n

Case URLs<\/h3>\n

The URL command for opening a case in P2 Explorer is:<\/p>\n

https:\/\/[server name]\/P2.Explorer\/cases\/[CaseId]<\/em> <\/span>where [server name] is the name of the Explorer Server and [CaseId] is the case\u2019s ID.<\/p>\n

This opens the case in a Case tab in a new Explorer browser. For example:<\/p>\n

\"\"<\/a><\/p>\n

The Case Management Tab in Explorer<\/h3>\n

To view and manage a list of existing cases, open the Case Management tab in Explorer.<\/p>\n

\n

Opening the Case Management Tab<\/h2>\n

Click the Case Management<\/strong> button on the Home<\/strong> ribbon tab, to open the Case Management tab in a new Explorer page. You can open several of these tabs if required.<\/p>\n

\"\"<\/a><\/p>\n\n\n\n\n
\"\"<\/a><\/td>\n<\/tr>\n
A Case Management tab<\/em><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

The Case Management tab provides a list of existing cases, which you can filter through, using the Filters on the ribbon or by selecting an entity from the Hierarchy navigator.<\/p>\n

From this tab, you can open a new case by clicking the New Case<\/strong> button on the ribbon. This opens a New Case<\/strong> tab.<\/p>\n

\n

Features of the Case Management Tab<\/h2>\n

The Case Management tab opens in a new Explorer display.<\/p>\n

Using the filters on the ribbon, or selecting an entity from the Hierarchy Navigator, you can limit the cases shown on the case table in the display.<\/p>\n

You can view different groups of cases, using the tabs on the top right of the display.<\/p>\n

Case Management Ribbon<\/h3>\n

The Case Management tab opens when Case Management is the currently selected tab in the display area.<\/p>\n

\"\"<\/a><\/p>\n

Click on the buttons on this tab to:<\/p>\n\n\n\n\n\n\n\n\n
\"\"<\/td>\nNew Case<\/strong><\/td>\nOpen a tab for a New Case.<\/td>\n<\/tr>\n
\"\"<\/td>\nHierarchy<\/strong><\/td>\nOpen the Hierarchy Navigator, to filter on an entity and its descendants in the hierarchy.<\/td>\n<\/tr>\n
\"\"<\/td>\nRefresh<\/strong><\/td>\nRefresh the list of cases for the current filter selection.<\/td>\n<\/tr>\n
\"\"<\/td>\nExport CSV<\/strong><\/td>\nExport the filtered list of cases, for the selected case tab, to a CSV file.<\/td>\n<\/tr>\n
\"\"<\/td>\nFilters<\/strong><\/td>\nSet filters to limit the set of cases displayed in this tab.<\/td>\n<\/tr>\n
\"\"<\/td>\nHelp<\/strong><\/td>\nOpen the Case Management<\/a> landing page on the P2 Explorer Help Center.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Case Table<\/h3>\n

The case table shows all the cases for the filtered selection, and for the tab selection. These are ordered by highest to lowest priority (1 to 10), and within that, they are ordered with the most recently raised cases shown first.<\/p>\n

You can open a case in the Explore<\/strong> panel, by clicking on a table row.<\/p>\n

\"\"<\/a><\/p>\n

Case Table Tabs<\/strong><\/p>\n

The filtered selection of cases in the case table is separated into different groups, based on Status<\/strong> and the Assigned To<\/strong> user.<\/p>\n

\"\"<\/a><\/p>\n\n\n\n\n\n\n\n
My Open Cases<\/strong><\/td>\nAll open cases (where Status is New, Investigating<\/em>, or Confirmed<\/em>) that are assigned to the current logged-on user, for the filtered selection of cases<\/td>\n<\/tr>\n
All Open Cases<\/strong><\/td>\nAll open cases (New, Investigating<\/em>, or Confirmed<\/em>) for the filtered selection of cases<\/td>\n<\/tr>\n
Unassigned<\/strong><\/td>\nAll unassigned cases for the filtered selection of cases (where there is no selection in the Assigned To<\/em> field)<\/td>\n<\/tr>\n
All<\/strong><\/td>\nAll cases for the selections<\/td>\n<\/tr>\n
Archived<\/strong><\/td>\nAll deprecated cases (where the Status<\/strong> is Deprecated<\/em>) for the filtered selection of cases<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Case Table Columns<\/strong><\/p>\n

All cases, for the filters and the selected tab group, are listed in the table.<\/p>\n

\"\"<\/a><\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Priority<\/strong><\/td>\nThe default priority for a new case is 10.<\/td>\n<\/tr>\n
Title<\/strong><\/td>\nThe case title should describe what the case is about. Sentinel-raised cases have titles configured in Sentinel, that can contain Sentinel tokens, such as the event time, the monitor name, and so on.<\/td>\n<\/tr>\n
Entity<\/strong><\/td>\nThe entity is the subject of a case. Every case is linked to an Explorer entity.<\/td>\n<\/tr>\n
Status<\/strong><\/td>\nThe status should be updated as the case progresses. For example: 'New' -> 'Investigating' -> 'Closed'.<\/td>\n<\/tr>\n
Assigned To<\/strong><\/td>\nYou can update the Assigned To<\/em> user, from a list of users who have read privileges for that case's entity, to bring this case to their attention. While any user with privileges for a case can update it, it is ideally the Assigned To<\/em> person who manages their own cases. Open Cases that are assigned to the currently logged-on user are the only cases that appear in the My Open Cases<\/strong> tab.<\/td>\n<\/tr>\n
Due Date<\/strong><\/td>\nIdeally, the case will be resolved by this date.<\/td>\n<\/tr>\n
Category<\/strong><\/td>\nThe category is used for logically grouping cases, and can also be used to filter the table contents (for example, you can choose to just view 'Environmental' cases.)<\/td>\n<\/tr>\n
Time Open<\/strong><\/td>\nThe elapsed time from when the case was created until it was Closed, Rejected or Deprecated. For open cases, it is the elapsed time from when it was raised until current time.<\/td>\n<\/tr>\n
Created Date<\/strong><\/td>\nThe date and time the case was manually created, or raised by Sentinel.<\/td>\n<\/tr>\n
Closed Date<\/strong><\/td>\nThe date and time the case was closed.<\/td>\n<\/tr>\n
Case Id<\/strong><\/td>\nA unique, system-generated number identifying the case.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Filtering Cases by Time and Category<\/h3>\n

Filter by Category<\/strong><\/p>\n

Use the categories to filter the case list, for those belonging to the selected categories.<\/p>\n

Every case belongs to a category, therefore you need to select at least one category to show cases in the table.<\/p>\n

1. Click Select Categories<\/strong> to open the list of available categories. For example:<\/p>\n