Cases management

INDEX

Typification

New cases. Escalation

New cases. One-shot solution

Cases status

Cancellations

Technical cases

Other scenarios

New cases: One-shot solution

Status

Case content

Creating the case

When a case is crated the status will always be "Open". NEVER leave a case open. In this scenario (we provide a final answer) you´ll have to first save the case as "Taken in charge" and then as "Resolved" Case will automatically change to "Closed" after 10 days

Add the necessary information to the case: 1. Summary: Jus the title of the case 2. Notes: Date + full description (try to be accurate and concise) 3. Log of the call: must always be done from inside the case. It´s just a brief explanation of the content

1. Identify the customer2. Go to the account 3. Click on "Subscription" 4. Click on "New case" 5. Select the typification 6. Click on "Save" NEVER create a case from the "Cases" level

New cases: escalation

Creating the case

Resolving the case

The case is being treated

1. When the case is received the person handling it will have to change the owner and update the status to "Taken in charge"2. The measures taken will be explained in the comments section with the format date+explanation 3. The case will be saved with the status "Resolved"

1. Create the case following the same steps as when the case is not escalated 2. Change the status to "Pending" 3. Assign it to the correct queue If you don´t change the owner of the case, it will never get to the corresponding queue

1. When the case is received the person handling it will have to change the owner and update the status to "Taken in charge"2. The solution will be explained in the comments section with the format date+explanation 3. If a feedback is needed, the status will be changed to "Pending" and the case assigned to the CRC queue

Technical cases

Creating the case

Resolving the case

The case is being treated

1. Create the case following the same steps as for the logistics and commercial cases 2. If you provide a final answer to the customer, change the status to "Closed" 2. If the case need to be escalated, change the status to "Pending" In tch. cases it´s not necessary to change the owner as the NOC will automatically receive all the cases typified as "Technical"

1. When the case is received the person handling it will have to change the status to "Taken in charge"2. The solution will be explained in the "work info" section 3. If a feedback is needed, the status will be changed to "Pending" and the case assigned to the CRC queue

1. When the case is received the person handling it will have to change the owner and update the status to "Taken in charge"2. The measures taken will be explained in the comments section with the format date+explanation 3. The case will be saved with the status "Resolved" * If no intervention from the NOC is needed, add NNR (No NOC Required) and resolve the case

Cancellations

after activation

Before activation

Cases typification

When assigning the category of the case, choose on the options that you will find in the button below

Cases status

OPEN: It´s the original status of a case when created. NEVER leave a case in Open TAKEN IN CHARGE: This means somebody is already working on the case PENDING: It´s the status we use as a "ticket" to send the case to an especific queue RESOLVED: A final answer has already been provided CLOSED: It´s no longer possible to make any changes in the case * The system doesn´t allow to go from "Open" to "Resolved" without changing (and saving) the status as "Taken in chage" before that

Other scenarios

It´s necessary to open more than one case

There´s already a not closed case with the same topic

1. Assign yourself as owner 2. Change the status to "Taken in charge" 3. Add the necessary information in the comments box with the format date+explanation 4. Select the correct final status (remember to change the owner if the final status is pending) 5. Logg the call

1. Open as many cases as it is necessary with special attention to the final owner and status 2. You just have to do ONE call logg : in the most important if there´s a different hierarchy