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Link Cases to Target Equipment

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Has anyone found a way to link cases to target equipment?

Use case is: 

  • We sell/install a serialized item at a customer and it becomes a piece of target equipment. 
  • The customer contacts us with a question/problem on that specific piece of equipment.  
  • It is important to be able to track case history for each serial number (aka equipment record).

Maybe this is there and I’m just missing it.

Thanks for any unput.

Andy

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Best answer by Kandy Beatty 4 May 2022, 14:36

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Kandy Beatty
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HI @Andy Smith 

 

The only way I have found to do so is to use Attributes. You can have an Attribute be named Equipment. 

There’s no real linking unless you have an existing case for that Equipment.

 

 

Kandy ~ If a member helped you, please *Like* their post, and if a member provided an answer to your question, please mark it as *Best Answer*.
A
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HI @Andy Smith 

 

The only way I have found to do so is to use Attributes. You can have an Attribute be named Equipment. 

There’s no real linking unless you have an existing case for that Equipment.

 

 

Thank you @kbeatty21 .  I want to make sure I’m clear on “unless you have an existing case for that Equipment”   What does that look like?

Kandy Beatty
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Hi @Andy Smith 

You can also create a new case and link them.

 

Kandy ~ If a member helped you, please *Like* their post, and if a member provided an answer to your question, please mark it as *Best Answer*.
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I want to make sure I understand.

If a customer owns the Service/Equipment modules AND the Support module, are you saying that you cannot identify a sold piece of equipment in a service case unless you add it as an attribute?

That is the main reason one of my customers just purchased the Service/Equipment modules and we were led to believe that it’s possible to tie them together with Support.

gdow23
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@donnadeskins55 - Have you tried setting up a service order type for such inquiries?  When an inquiry is received, the support rep could open an appointment instead of a case and link at least one detail line to the target equipment.

Greg Dow
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Thanks for the suggestion @gdow23, but for this customer, their customers create their own cases through the customer portal.

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