When creating a case for a customers and logging their issues you can use the affected assets feature. This feature will allow you to log any assets that are affected to the case. 

In this article we will show you how to select affected assets in services and what results you can expect when searching for mobile numbers or IMEIs.

How to log affected assets against a case

For our example we we have created a case for simple sim swap and we will now associated our affected asset to the case. To this follow these simple steps:

1. Click into Affected assets Tab.

2. The swap in our example is relating to a specific mobile number, which you are able to link with the case.

3. Follow the animation below to see the demonstration of linking the affected service with the case.

N.b. The image above uses gifs, if the image is not moving please adjust your browser to play gifs or try a different browser e.g. chrome, internet explorer, Firefox etc. 

You can now continue in dealing with your case in the usual way.

When your customer calls and is looking for an update on the related case, you can search for the relevant mobile number which will present you with all linked cases as well.

Simply type in the mobile number into global search and check your cases, the search result will provide you with the case status as well for quick identifier whether the issue has been dealt with already.

If you require further information from the case simply click on the link and the case window will open up.

You can also link products into cases in the same way that you linked service assets: 

IMEI and SIM card number search

To search for linked cases to specific products, search for IMEIs. Click on the hamburger icon in global search and select IMEI Search:

Type in the product IMEI number or SIM card number and click search:

Case Assets reports

You might also want to see which services or products are most affected, as dealing with the same case over and over costs you time and money and having a report of which services or products cause problems most often might be helpful.

To see the report, click on Reports button, positioned on the toolbar in the footer of the application window:

You will now be directed to the Custom Reports section.

Search for "Case Assets" to narrow the selection of reports to case assets reports. 

You will be presented with the Case Assets(Products) and Case Assets(Services) report. 

Simply click on whatever report you need and the one will be automatically downloaded, as seen in the animation below: 

The report is basically a spreadsheet with the data relevant for your case and affected assets. As seen in example below, you can use Excel filter option to get more specific data. In our example I have chosen a specific product to see how many cases linked with the product are there and what is the most frequent issue:

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Author: Michaela Gormanova