We've added a new page where you can see and maintain all of the Service Line level data for each of your Service Lines in one location.

You can access this area by clicking on the Service Lines link in the Toolbar.

You can view all of your service lines by clicking on the drop-down menu. You can also add new Service lines in the same location.

Selecting a service line will show you the number of Cases, Actions and Tickets associated with that service line. The search bar allows you to search through the Cases, Action and Ticket processes associated with that service line.

Clicking on a particular Case, Action or Ticket associated with a service line will bring up the master date information for that Case, Action or Ticket in the right-hand side of the screen a to view / edit this information.

Creating a New Service Line

You can create a new service line by clicking on the '+' icon next to the dropdown menu.

Once you save your service line, it will appear in the drop-down list.

Creating Defect Categories

You are also able to create defect categories as part of the service line by clicking on the 'Show Advanced Settings' button. Defect categories are supported in three levels.

Accessing Ticket Categories from Service Line

In addition to being able to define your global menu of Ticket Categories within the individual Ticket configuration screens, you can also maintain it under the Service Line. access via the 'Open Ticket Categories' link and edit your Categories menu there.

Editing a Service Line

You can edit an existing service line by selecting that service line from the drop-down menu, making changes as desired and hitting 'Save'.

You can see what edits have been made to the Service Line and when, as well as when the Service Line was created, by clicking on the Show Activity button.

You are also able to clone a service line by clicking on the Clone button in the edit screen. This will clone all of the service line's settings apart from its name. You are able to make changes to any of the settings once the service line has been cloned.

You are able to create new types of Tickets and Actions within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Ticket'.

Creating a new type of Ticket

When creating a Ticket, you can enter the following information:

Subsequent Editing of the Ticket Type

To edit a Ticket type’s settings, click on the Case / Action / Ticket in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.

You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.

You are also able to clone a Ticket type by clicking on the Clone button in the edit screen. This will clone all of the Ticket type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Ticket type has been cloned.

Creating a new type of Case

You are able to create new types of Cases within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Case'.

When creating a new type of Case, you can enter the following information:

Configuring Steps for a Case Type

You can add, edit and delete the steps of a Case type from the Service Lines page. You can easily reorder the steps by dragging and dropping them. The Milestone % is optional, it denotes the progress reached when this step is completed and it displays in the Case form status tracker control.

When you delete a step, any Actions that were underneath that step will now display as ad hoc Actions. When a step is reordered, the Actions underneath that step will move with the step.

Effect on Live Case Processes

If you make changes to the steps of a Case type, live versions of Case processes of that Case type will not be affected. They will run as previously configured and the step changes won't apply until a new version of the Case process with the updated steps has been set live.

Updating a Case Process to Match Updated Steps

You will be notified in the Case process screen if its steps are out of date i.e. if changes have been made at a Case type-level when you are in edit mode.

You can click on the Refresh Steps icon in the header of the Case screen to refresh the steps to the latest version.

When you click to confirm, you will be shown which changes have been made:

Click OK to update the steps to match the steps configured at a Case-type level; new steps will be added to the Case process, steps in the Case process will be renamed, steps in the Case process will be moved along with the Actions underneath them and steps will be deleted and their Actions will become ad hoc Actions.

Effect on Cloning Case Processes

You can clone any Case process which is live under the same service line and all data such as Actions etc. will be cloned, except for schedules.

If the Case you are cloning has the same Case type, then the step names and Actions will all be copied across.

If the Case you are cloning has a different Case type, then the step names will not be copied across, instead they will appear like this:

Actions will be cloned across in their original positions i.e. Actions under the first step of the process being cloned will be the Actions under the first step of the Case process they have been cloned to. If there are more steps in the source process being cloned than in the Case it is being cloned to, the Actions under the "extra" step will become ad hoc Actions.

To update the steps in the Case to the latest version of its own Case type, click to refresh the steps in edit mode.

This will update the steps to the latest version in the Case type. If a step has been removed, any Actions that were underneath that step will now display as ad hoc Actions.

Subsequent Editing of a Case Type

To edit a Case type’s settings, click on the Case in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.

You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.

You are also able to clone a Case type by clicking on the Clone button in the edit screen. This will clone all of the Case type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Case type has been cloned.

Creating a new type of Action

You are able to create new types of Actions within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Action'.

When creating a new type of Action, you can enter the following information:

Creating a Global Checklist

Global Checklist items are accessed via the Service Lines screen.

Subsequent Editing of an Action Type

To edit an Action type’s settings, click on the Action in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.

You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.

You are also able to clone a Action type by clicking on the Clone button in the edit screen. This will clone all of the Action type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Action type has been cloned.