Overview

Case Timeline offers a clear and visual overview of a case's progress and status. It helps you quickly understand what happened, potential next steps, and pending steps. Reducing the need to sift through timestamps, case notes, or audit trails to grasp the general state of a repair event. Milestones represented on the Timeline group repair statuses for easier tracking and alignment with repair event progression. This progression is adaptable and will represent, in more complex scenarios, steps that were skipped or repeated.

Visibility

The Case Timeline for providers is at the top of the Editing Case details page. For the customers, it is at the top of the Viewing Case Details page to offer a clear, read-only view of the case’s progress and current status.

Milestones

Statuses are now organized into logical, milestone-based groupings that align with the service process, making it easier to find and update them in ways that fit your workflow.

The default milestones displayed on the Timeline when a new case is opened are: 

• Arrival
• Diagnosis
• Approval
• Repair
• Ready
  
   

Milestone States

	None/Default: Optimal journey.
	Informational: Indicates Arrival, Diagnosis, Repair.
	On-hold: Indicates a waiting status such as "Awaiting Parts" or "Pending Approval."
	Declined: Repair status has been set to "Decline" and/or the estimate has been declined.
	Approved: Repair status has been set to "Approved" and/or the estimate has been approved.
	Finished: A milestone has been completed within the optimal journey sequence; the preceding milestone will be completed.
	Bypassed: A milestone has been completed outside the optimal journey sequence; the preceding milestone will be bypassed.

Timeline Progression

Milestone grouping for easier access and clarity in organizing repair statuses in a typical repair process flow.

The status icons' color coding correlates to the milestones displayed in the Timeline, making it easier to track repair progress and align with the service process.

• Green: Indicates completed actions like, "Approved," or "Asset Released."
• Yellow: Represents waiting statuses, like "Hold (Parts)," or "Parts B/O."
• Red: Signals a stop when the estimate has been declined. 

• Blue: Provides informational updates on progress steps, showing that the case is progressing.