Create a Case

There are multiple ways to create a case, including:

• From a Service Request
• From a Search Result
• From Mobile Check-In
• From the Customer’s Asset List
• From an Appointment

From a Service Request

Service Provider users can create cases directly from the Service Requests page by responding by choosing to Accept or Decline on incoming service requests. Accepting a request will create a new case.

To accept a service request and create a case from it:

1. Open your location from the Portal.
2. From the menu bar, click Service Requests
3. In the ACTION column for your selected request, click RESPOND.
   The RESPOND button only appears for service requests with a Pending status.
4. On the Service Request page, select Accept, then enter an appointment time or notes when possible.
5. Click SEND RESPONSE.

After you click SEND RESPONSE, a case is created and a message is sent to the customer confirming their request was accepted and a case was created.

From a Search Result

Service Provider users can create a new case directly from the asset search results.

To create a case from asset search results:

1. Open your location from the Portal.
2. From the menu bar, click Search.
3. In the Asset section, select a field to search by.
4. Enter your search criteria.
5. Click SEARCH.
6. From the search results, in the ACTIONS column for the asset, click [New Case].

A case is created for that asset, and the Editing Case page opens for you to enter any additional information.

From the Edit Asset Page

Service Provider users can create cases on assets from the Edit Asset screen.

To create a case from the Edit Asset page:

1. Open your location from the Portal.
2. Search for and select your asset to display the Edit Asset page.
3. From the top right corner, click New Case.

A case is created for that asset, and the Editing Case page opens for you to enter any additional information.

From Mobile Check-In

Service Provider users can create a case by scanning an asset’s QR code with a tablet or smartphone via the Decisiv mobile site.

NOTE: If the asset does not have a QR code, you can find and print the QR code from the Edit Asset page.

To create a case through mobile-check in:

1. Scan the asset QR code with a tablet or smart device.
   You’re directed to the application’s mobile site where you can view the asset’s current information.
2. Click Check-In to create a case.

4. On the Check-In page, enter or update case information and select a Notification Recipient from the dropdown menu.
   
   
5. Click Finish Check-In at the bottom of the page.

After you click Finish Check-In, the case is created, a message is sent to the customer informing them the case was created, and you’re directed to the mobile version of the Case page.

From the Customer’s Asset List

Service Provider users can create cases from customer assets saved to their profile in Decisiv. The Asset List page will show all assets currently saved under the customer profile.

To create a case from the customer asset list:

1. On the Asset List page for the customer, locate your desired asset in the list.
2. From the column in the far right, click [New Case] for the asset.

After you click [New Case], the case is created, a message is sent to the customer informing them the case was created, and the Editing Case page opens for the newly created case.

From an Appointment

Service Provider users have the ability to create cases directly from an appointment.

To create a case from an appointment:

1. From the menu bar, click Calendar.
2. Find the appointment you want to create a case for, and click it.
   The Appointments page displays with all the information previously saved to the appointment.
3. Update any information as needed, then click NEW CASE.

After you click NEW CASE, the case is created, a message is sent to the customer informing them the case was created, and the Editing Case page opens for the newly created case.

NOTE: If a Customer and Asset are not selected, you will be required to do so before creating the case.