Recording which products and services the incident hit tells everyone the true scope of the outage, and it's required: the Structured Review can't be finalised, and so the Major Case can't close, until at least one affected asset is recorded on the Major Case or on any case linked to it.
Where to record affected assets
On each affected customer's own case. This is the usual place. Add the customer's affected products and services on the Affected Assets tab of their case, the same as for any case. Once the case is linked to the Major Case, those assets count towards it.
On the Major Case itself. The Major Case's own product and service lists can only offer the assets of the customer whose case it was promoted from. The Major Case lives on your internal MSO customer, which has no assets of its own. The tab says which customer's assets you're picking from. Any other customer's assets go on that customer's own linked case.
When you promote. Assets already on the case you promote are copied onto the Major Case automatically. They stay on the original case too.
See every affected asset in one list
Open the Major Case's Affected Assets tab. At the top, All affected assets lists every product and service on the Major Case and on all its linked cases, for example 12 assets for 4 customers, across this Major Case and its 4 linked cases.
Assets are grouped by customer, in name order. Click a customer's name to open their record.
Each asset appears once, even if it's on more than one case.
The list is read-only. To change an asset, change it on the case it's attached to.
It refreshes each time you open the tab.
Column | Shows |
Asset | The asset's name, with the serial number (or IMEI) for a product, or the number for a service |
Type | Product or Service |
Supplier | The asset's supplier |
Site | The customer site the asset is at |
Attached to | The cases it's on. The Major Case comes first, marked "(this Major Case)". |
How assets count towards closing
The Structured Review's Required sections checklist includes Affected assets. It's ticked once at least one product or service is on the Major Case or any linked case, and the review shows the total, for example 9 affected assets across this Major Case and its linked cases. The checklist updates when you save the review or open the tab again.
Good to know
Decoupling a child case removes the assets that were copied onto the Major Case from that customer, unless another of their cases is still linked.
If your company uses SLA Profiles, saving asset changes on a Major Case recalculates its SLA from its assets, as it does on any case.
Users without the MSO Team or MSO Manager role can't change a Major Case's assets. They can still change the assets on their own customers' child cases.