Service Cases

Service Cases

Service Cases track work you’ve done to or regarding an Asset. You can track any kind of work, for example:

• A physical repair (replacing a Chromebook screen).
• A hardware upgrade (adding RAM, swapping an HDD for an SSD).
• A firmware upgrade to a switch, firewall, or printer.
• Routine maintenance (cleaning a fan or chassis).
• An inspection for inappropriate content on a device.
• Any other work you want to record.

You open and manage Service Cases from the Service Cases tab of the asset being serviced.

Statuses

Service Cases move through statuses that represent where a case is in its lifecycle. The default lifecycle is NEW → OPEN → CLOSED:

• NEW — needs attention.
• OPEN — actively being worked by the owner.
• ON HOLD — open but delayed (waiting on a part or a decision); add a log entry explaining why.
• CLOSED — completed or no longer receiving attention.

Categories

Categories track the kind of work in a case. Several defaults are provided, and you can customize them in Settings.

Owner and Associated People

The Owner is the K12Panel user responsible for the work. Associated People are members related to the case — for example whoever caused the damage or reported the issue. Be descriptive about why each person is associated. You can also view the cases linked to a person from that person’s Service Case tab.

Settings

You can customize Service Case statuses and categories under Settings. See the Service Cases (Settings) article.

Common Questions

Where do I open a Service Case?
On the asset’s Service Cases tab.

What does ON HOLD mean?
The case is open but delayed; add a log entry explaining the hold.

Who is the Owner?
The K12Panel user responsible for doing the work.

Can I see all cases for a person?
Yes — from that person’s Service Case tab.

Can I change the statuses and categories?
Yes, in Settings → Service Cases.