Key information for each case:

When an incident is reported in Unee-T, the corresponding case is automatically created with the following information:

  • The Property where the incident has been reported.
  • A Title for the case.
  • The date and time when the case was created.
  • The Reporter: the person or system that generated the case.
  • The Role that is currently responsible for the case. It can be either:
    • The Management company
    • The Real Estate Agent
    • The Landlord/Owner
    • The Tenant
  • The current Assignee for the case.
  • The Status of the case.
  • Pictures to document the incident.

Automatic Case assignment:

Unee-T has a built in automatic case routing engine.

Automatic assignment is based on:

  • The property where the incident happened
  • The role that was selected when the case was created (Management company, Real Estate Agent, Landlord/Owner or Tenant).
  • The default assignee that was configured for this property and this role.

Example:

The Default Assignee for the role Management Company in the property “Property A” has been configured to be “John Doe“.

A case “Leakage under the sink in the kitchen” is created in the property “Property A” by “Jane Smith“.

Jane Smith” , the Reporter for the case has selected the role Management Company when she created the case.

When “Jane Smith” presses the “Create Case” button in Unee-T, the case is automatically assigned to “John Doe“.

Jane Smith” does not have to know who “John Doe” is or what are the contact details for “John Doe“. Unee-T knows this and does it for her.

Additional Information:

For each Case you can add additional information that will help you organize your work and better understand what’s happening in your properties.

Case groups:

You can add more attribute to a case so it’s easy to group similar cases and identify patterns:

  • Case Category (Furnitures/Fixtures, Electrical, Plumbing, Structural, etc…)
  • Case Type (Repair, Maintenance, Replacement, etc…). Case Types depends on the Case Category that was selected.
  • Severity: (Critical, Major, Normal, Minor)
  • Priority: P1, P2, P3. This is to determine which are the cases that are going to be done first, second and last.
  • Source for the case: Where is the information coming from?
  • Customer ID: a unique ID that allow you to group cases by customers and run ad hoc reports on this parameter.

This allows you to run reports and better understand what types of incidents you have to deal with.

Status, Progression and Resolution:

Statuses:

Each case can have the following statuses:

  • Open statuses:
    Open status are for case that you are currently working on.
    Open Statuses are:
    • UNCONFIRMED : This is an optional status that can be turned off for all or some of your properties if needed.
      By default, when a case is created, it’s initial status will be UNCONFIRMED until someone changes this to CONFIRMED.
      This is a useful feature for organization who require that each incident is reviewed first before it goes into the queue of things that need to be done.
      Example:
      A case “Leakage under the sink in the kitchen” is reported by an occupant.
      The occupant selected the case category Electrical instead of Plumbing for this case.
      If the case is automatically marked as CONFIRMED the case will be handled by the people in charge of Electrical issues instead of the people in charge of Plumbing issues.
      Using the UNCONFIRMED status allows you to
      • Review the case before any work starts on the case.
      • Make sure that all the information is correct.
      • Make sure that no information is missing so that people responsible for solving the case have all they need so the incident can be taken care of.
    • CONFIRMED: The case is confirmed, work should start on this case.
    • IN PROGRESS: We are currently working on this case.
      It is possible to add more detailed information about WHAT type of action is needed. See the Progression field below for more information.
    • REOPENED: The case was marked as RESOLVED before but the incident was NOT totally fixed and we still need to do something about that case.
    • STAND BY: We are waiting for something to happen so we can continue working on this case. This is something beyond our control and we have no way to influence how fast this will be done.
  • Closed Statuses: Closed status are for case that you are currently NOT working on.
    Closed Statuses are:
    • RESOLVED: The incident has been taken care of.
      It is possible to add more detailed information about HOW the case was resolved. See the Resolution field below for more information.
      A cases that has been marked as RESOLVED CAN be reopened.
    • VERIFIED: The incident was marked as RESOLVED and a second person has made sure that the incident was properly taken care of.
      A cases that has been marked as VERIFIED CAN be Reopened.
      Example:
      • The technician on the field marks the case as RESOLVED.
        The Reporter or the occupant of the property updates the case and can either:
        • Change the status of the case to REOPEN.
        • Mark the case as VERIFIED (this makes it possible to Reopen the case if needed).
        • Mark the case as CLOSED (this makes it impossible to Reopen the case).
      • The Technician on the field marks the case as resolved.
        The Quality Insurance person in charge checks that the work done is acceptable.
        The Quality Insurance person can either:
        • Change the status of the case to REOPEN.
        • Mark the case as VERIFIED (this makes it possible to Reopen the case if needed).
        • Mark the case as CLOSED (this makes it impossible to Reopen the case).
    • CLOSED: The incident was marked as RESOLVED and a second person has made sure that the incident was properly taken care of.
      A cases that has been marked as CLOSED CANNOT be Reopened.
      Example:
      • A case has been marked as RESOLVED or VERIFIED.
        After a certain amount of time (ex: 7 days) if no update has been made on the case then the case is automatically marked as CLOSED and it becomes impossible to Reopen that case.

Progression:

This is an information that complements the Status IN PROGRESS.

When a case is IN PROGRESS, some organizations need to have a finer understanding of what’s happening.

When a case has the Status IN PROGRESS it is possible to add the following progressions values:

  • : This is the default value, we have no information about the Progression of this case yet.
  • SCHEDULED: Next Step has been decided and approved.
    You can check the Next Step and Next Step Date fields for more information.
  • AP NEEDED: An approval is needed so we can continue working on solving the case.
  • AP GRANTED: The approval has been given and the case Assignee needs to confirm or schedule the Next Step for solving this case.
  • FIELD ACTION: We need to send someone in the property to continue working on this case.

Progression allows for finer reporting and makes cases easier to track.

Resolution:

When a case is marked as RESOLVED, it’s important to know HOW the case was resolved.

The Resolution field in a case allows you to clarify how an incident or project has been taken care of.

It is possible to work on case and resolve cases without specifying the Resolution field. In this scenario cases the case Resolution for resolved cases will be FIXED.
That being said, we highly recommend that you use the Resolution field to better understand what’s been done!

The values for Resolution can be:

  • FIXED: This is the default value. The case has been fixed.
  • INVALID: The case has been marked as RESOLVED because there was something wrong with the case.
    Examples:
    • We needed an approval from the person who reported the case (The Reporter)and the approval was never given by the Reporter.
    • The incident reported was a false alarm created by a Smart Appliance.
  • WONTFIX: We will NOT fix that incident.
    This is useful for organization who want to measure the number of cases that are created because people have an incorrect understanding of the level of services that they provide.
    A high level of cases marked as WONTFIX usually means that your customers’ expectations are not set properly.
    To reduce the number of these case your organization probably needs to better explain the services provided by your operation team to your customers.
    Example:
    • The incident reported is “The kitchen is dirty and needs cleaning“. This request is for a service that you are not providing.
  • DUPLICATE: This case has been reported before.
    When a case is marked as DUPLICATE, user can include the case number for the other case for easy reference.
  • WORKSFORME: We tried to replicate the problem but were not able to.
    This is useful to better understand intermittent or seemingly random incidents where something suddenly stops working and then goes back to normal.
    Example:
    • The incident reported is “Internet connection is not working“.
      The technician goes to the property and checks the internet.
      The technician reports that the internet was working when he performed the tests.
      The case is marked as RESOLVED and the Resolution is set to WORKSFORME.
      The root cause of the problem can then be either:
      • The Internet connection is unstable.
        Or
      • The issue is not with the internet connection but with the device that was used to try to connect to the internet.

Persons involved in the case:

  • Reporter: This is the user who created the incident in Unee-T. It can be an individual person but it can also be a smart appliance that sends an alert so action can be taken.
  • Assignee: This is the person responsible for the case.
    • The Assignee can be automatically assigned based on a set of rules and preference.
    • The Assignee can be changed if needed as the case progresses.
  • Invited: The list of people who can participate in the conversation and contribute to solving the case.

How you will solve the case:

  • Solution: Describe the solution that was agreed upon
  • Deadline: When do we need to close the Incident
  • Next Step: Describe the next action that the assigned person has to do
  • Next Step Date: When is the Next Step planned.

Budgets and Approvals:

  • Budget: Amount needed
  • Approved Budget: Amount approved
  • Solution Approval flow:
    • Ask for 1 or more user to approve or reject the Solution
    • Record the decision made by each user
  • Next Step Approval flow:
    • Ask for 1 or more user to approve or reject the Next Step
    • Record the decision made by each user
  • Time Tracking:
    • Original estimate
    • Current estimate
    • Hours worked
    • Hours left
    • % complete
    • Gain or loss vs original estimate
  • Advanced attachments and quotes: you can attach any types of files with the Advanced attachment mechanism
    • Each attachment and quote can be
      • approved/rejected by on or more users.
      • marked as OK to pay
      • marked as Paid

“Parent/Child” relations between cases:

A case can be for a larger project (“Warehouse renovation“) which can then be broken down in smaller tasks (“Replace Electrical system“, “Remove existing machinery“, etc…).

Each of these smaller tasks is an individual case.

Unee-T Enterprise users can organize cases based on a “parent/child” relationship.

Example:

The case “Warehouse renovation” depends on the cases

  • “Replace Electrical system”
    AND
  • “Remove existing machinery

OR

  • The Case “Replace Electrical system” blocks the case “Warehouse renovation”.
    AND
  • The Case ” Remove existing machinery” blocks the case “Warehouse renovation“.

When you use the “Parent/Child” relations with cases, it becomes easy to understand the full picture and keep track of everything.

Private Conversation:

Each case is automatically associated to it’s own private conversation.

All the people involved in the case (Reporter, Assignee, user Invited to the case) can participate in the conversation so we can solve the case and resolve the incident.

Only the person with a role in that case are allowed to see and participate in the private conversation for that case.

Automatic Notifications:

When a case is changed, user will automatically be notified based on the preferences they’ve configured.

  • When a case is created in the property they are responsible for.
  • When a case is assigned to the user.
  • When the user is invited to a case.
  • When a case is updated.
  • When a new message is sent in the private conversation about this case.

Case History:

All the changes in the case are automatically saved so you can replay the history of a case.

Each changes and messages are time stamped and we record the user who made that change so you can have a clear audit trail of who did what on that case if needed.

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