Case Templates - General Electric€¦ · 26.06.2020 · Chapter 2: Manage Case Templates 3 Create, Modify, or Delete a Case Template 4 Configure a Case Template 5 Sort and Filter

Case Templates

© 2020 General Electric Company

Contents

Chapter 1: Overview 1About Case Templates 2

Chapter 2: Manage Case Templates 3Create, Modify, or Delete a Case Template 4

Configure a Case Template 5

Sort and Filter Columns in the Case Template Grid 6

Show or Hide Columns in Case Templates 7

Apply a Case Template to a Case 7

Chapter 3: Release Notes 8Fourth Quarter of 2020 9

Second Quarter of 2020 9

Second Quarter of 2018 9

First Quarter of 2018 10

ii Case Templates

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© 2020 General Electric Company iii

Chapter

1OverviewTopics:

• About Case Templates

© 2020 General Electric Company 1

About Case TemplatesCase Templates allow you to create and use templates that can be used to auto-fill information thatwould normally be entered manually in the Case Details page.

You can search the case templates, and select a template from the list to view or edit. For common usecases, you can create a template that specifies values you will use in new or existing cases. For instance, ifyou perceive that certain symptoms have a specific issue, you can enter the symptoms, diagnosis, andrecommendation that correspond with the specific issue, then apply the case template when thosesymptoms appear in a case, saving you time.

While creating a case template, you can use the Configure Sections drop-down list to select additionalsections. Sections not currently in the case will appear when you apply the case template.

Once a case template has been saved, you can edit it to change values that apply to the common uses forthe case type for which it is intended.

Applying a case template overwrites some or all of the values existing in a case. You then have anopportunity to edit the case to account for divergence from the case template.

2 © 2020 General Electric Company

Chapter

2Manage Case TemplatesTopics:

• Create, Modify, or Delete a CaseTemplate

• Configure a Case Template• Sort and Filter Columns in the

Case Template Grid• Show or Hide Columns in Case

Templates• Apply a Case Template to a

Case


Create, Modify, or Delete a Case TemplateYou can use case templates to add reusable information about a case to a new or existing case.

Before You Begin

When creating a new case template, make sure that the case template does not already exist bysearching or scrolling through the available templates in the case templates list. If you attempt to create anew case template with the same name as an existing case template, the following error message willappear: "A case template with that name already exists. Please choose adifferent name."

About This Task

You can modify an existing case template, or create a new one. The case templates list displays allsections included with the selected template.

Procedure

• To create a case template:

1. In the module navigation menu, go to Case Templates.Case Templates opens in a new tab.

2. Select the Add icon ( ).The Case Templates page appears in edit mode.

3. Use the case template options to add template details in the Interpretation section.

For this option Do this

Case Template Name field Enter a unique Template Name.

Category drop-down Select the issue from the list.

Likelihood drop-down Select how likely the issue is to occur.

Urgency drop-down Select how quickly the issue needs to be resolved.

Symptoms field Enter the symptoms that caused the alert for the case intothe Symptoms field.

Diagnosis field Enter the apparent cause of the alert and any supportinginformation into the Diagnosis field.

Recommendation field Enter the recommended actions to take and any supportinginformation into the Recommendation field.

4. Select Configure Sections to add a custom section. See the topic "Configuring a Case Template"for more information.

5. Select Save.The new template is added to the Case Template list.

• To modify the attributes of an existing case template:


2. In the Case Template list, select the Search icon ( ) to expose the Search field. Enter at leastthree characters and select Enter to narrow the list.


To return to the full case template list, select the X next to the Search field.3. Select the specified template name.

The Case Template Edit page appears.4. Modify the template details, and then select Save.

The changed values in the template are saved.• To delete a selected case template:


2. In the Case Templates page, select an existing case template.The Case Template Edit page appears.

3. Select Delete Template.

Note:

Deleting a case template does not affect cases where the case template was previously used.

In addition, if the selected case template is associated with an alert template, a message appears,notifying you that the template cannot be deleted as it is associated with one or more alerttemplates.

Configure a Case TemplateYou can configure an existing case template or configure a newly created one.

Before You Begin

You must have permissions to access and modify templates.

About This Task

You can create a new case template and then configure the sections, or configure an existing casetemplate. The following sections are locked and are automatically added to the new template. In addition,they are designated with a padlock icon in the Configure Sections dialog box:

• Interpretation• Closure• Analysis• Actions• Evidence• Similar Cases• Notes• Recommendations• Work History

Note: Recommendations and Work History are not available in Legacy Predix APM.

Procedure

1. In the module navigation menu, go to Case Templates.The Case Templates page opens in a new tab.

2. In the Case Templates screen, do one of the following:

• Select an existing Case Template from the list.• Select the Add icon ( ) in the upper-right corner of the page.


The template appears. For new templates, only the Interpretation section is displayed.

Note: If this is a new template, you must enter a name for the template in the name field at the top ofthe screen. Once you have done this, the Save button is activated.

3. Select Configure Sections.The Configure Sections dialog box appears.

4. Select the section or sections that you want to add.Each added section is given a check mark.

5. Select Apply.The dialog box closes and the newly added sections appear in the template.

6. Select Save to save the changes.7. Optional: To remove a section, do the following:

a) Select Configure Sections.b) Select the checked section you want to remove.c) Select Apply.d) Select Save.

Your changes are saved.

Sort and Filter Columns in the Case Template GridYou can sort and filter the list of templates using a column to retrieve the specific required templatematching the sorting order and filtering criteria.

Before You BeginYou must have permissions to access and modify templates.

Procedure

• To sort a column in the Case Templates grid view:

1. In the module navigation menu, go to Case Templates.2. Select a column header, such as Severity.

The data in the column is sorted either in the ascending or descending order, respectively. Toreverse the order, select the column header again.

Note:

◦ Columns are sorted alphanumerically, first by symbols, then number, and then uppercase andlowercase letter.

◦ The columns remain sorted in the same order even when you access the details page of a casetemplate, and then navigate back to the Case Templates grid.

• To filter a column in the Case Templates grid view:

1. In the Filter text box below the column header, enter the term with which the column is filtered.

Note: As soon as you type three characters, the column begins to filter the entries. As you continueto type the characters, the column continues to filter the entries, narrowing down the results.

To find all entries with the Closed Status, enter Clo in the Filter text box for the Status column, andthen press Enter.The column is filtered, showing all entries with status Closed.

Note:

◦ The filters applied to the columns in the Case Templates grid are persistent even when youaccess the details page of a case template, and then navigate back to the Case Templates grid.


◦ Sorting of a column is not affected by the filtering criteria. For example, if you sort the grid bythe Name column, and then filter by Name and ID, the sort order will remain the same.

Show or Hide Columns in Case TemplatesYou can show or hide one or more columns in a Case Template.

Before You Begin

You must have permissions to access and modify the templates.

Procedure

• To show a column in the Case Templates grid view:

1. In the module navigation menu, go to Case Templates.2. Select Hide/Show Columns, and then select the check box for each column names that you want

the grid to display.The selected columns appear in the grid. By default, all column names are selected.

• To hide a column in a Case Template, select Hide/Show Columns, and then clear the check box foreach column name that you want the grid to hide.The selected columns do not appear in the grid.

Apply a Case Template to a CaseYou can select and apply a case template to a specific case.

About This Task

Case templates contain values that can be applied to a case. You can apply multiple templates to a case.Any applicable values are overwritten by the last template applied.

Procedure

1. In the module navigation menu, go to Case Templates.2. Select a case from the list.

3. In the Case Details page, select the List icon ( ), and select Apply Template.4. In the Select a Case Template dialog box, enter at least three characters into the Search field.

The list of case templates narrows as you enter text.5. Select a template from the list.

A message appears indicating that certain sections are overwritten by this action.6. Select Apply.

The content contained in the template is applied to the case.

Note: You can modify the content values after applying a template.


Chapter

3Release NotesTopics:

• Fourth Quarter of 2020• Second Quarter of 2020• Second Quarter of 2018• First Quarter of 2018


Fourth Quarter of 2020

Release Date: December 11, 2020This topic provides a list of product changes released for this module on this date.

Table 1: Enhancements and New Features

The following enhancements and new features have been added.

Description Tracking ID

The Case Templates grid has been enhanced to retain the sorting order and filter criteria even

when you access the details page of a Case Template and then navigate back to the Case

Templates grid.

US445890

Second Quarter of 2020

Release Date: June 26, 2020This topic provides a list of product changes released for this module on this date.

Table 2: Resolved Issues

The following issues, which existed in one or more previous versions, have been resolved.

Description Tracking ID

Previously, when you deleted an Alert Template, and then attempted to delete a Case Template

that was associated with the Alert Template, the deletion failed and an error message indicating

that the Case Template was still associated with an Alert Template appeared. This issue occurred

even though the Case Template was not associated with any other Alert Template. This issue has

been resolved.

DE114708

Second Quarter of 2018

Alert Templates and Case TemplatesThis topic provides a list of product changes released for this module on the dates listed below.

Release Date: June 29, 2018

Table 3: Enhancements and New Features

Note Tracking ID

The Case Templates are now displayed in a tabular format. US248372

You can now filter the Case Templates using the header column of the grid. US248373


Note Tracking ID

You can now choose to show or hide columns of a Case Template. US248375

You can now sort a column of a Case Template grid either in ascending or descending order. US251085

You can now view the Case Templates grid in your preferred language. US187104

US187103

The Alert Templates are now displayed in a tabular format. US251076

You can now filter the Alert Templates using the header column of the grid. US251083

You can now choose to show or hide columns of an Alert Template. US251088

You can now sort the columns of an Alert Template grid either in ascending or descending order. US251086

You can now export selected Alert Templates instead of all the templates. US255781

You can now view the Alert Templates grid in your preferred language. US251082

Table 4: Resolved Issues

Note Tracking ID

Previously, when analysis template and alerts failed to load, an error message appeared,

displaying the message in both English and Polish even if you had set your preferred language as

Polish. This issue has been resolved.

DE49977

Previously, when you had imported a template, it had overridden the templates that were

modified by another user. This issue has been resolved.

DE73120

Previously, when you attempted to create a case from an alert using the case template ingested

from an API, the case was not created. This issue has been resolved.

DE66244

Previously, when you attempted to create an Alert Template, the Source and Type values were

displayed in another language. This issue has been resolved.

DE45622

First Quarter of 2018

Alerts Templates and Cases Templates Release Notes for March 30, 2018This topic provides a list of new and updated product features that are available for this release. It alsoprovides a list of resolved and known issues in this version of Alerts Templates and Cases Templates

Release Information

Module Name Alerts Templates

Cases Templates

Release Date March 30, 2018

Documentation Build Date March 22, 2018


What's New or Changed in This Release

This section outlines the new product features that are available for this release

• Users with administrator privileges can now view the audit logs for Alert Templates and CaseTemplates in the Audit Log Management page.


Documents

Case Templates - General Electric€¦ · 26.06.2020 · Chapter 2: Manage Case Templates 3 Create, Modify, or Delete a Case Template 4 Configure a Case Template 5 Sort and Filter