Case Management screen - HxGN EAM - 12.1.1 - Feature Briefs - Hexagon

HxGN EAM Case Management

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English
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HxGN EAM
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Feature Briefs
HxGN EAM Version
12.1.1

The Case Management screen has the following important attributes:

  1. Case - The unique case number is automatically assigned.

  2. Description - Short description of the case.

  3. Organization - The organization can only be specific, similar to the Work Order screen.

  4. Status - System Codes status entity "CXST".

    • "Requested" - You can manually assign this status, but it is also used if the case is created from the Call Center or the Work Order screen. When the case was manually created this status lets you change data and associate Tasks, Comments, Documents, etc., but if the case came from the Call Center or Work Order screen then the case data will remain protected until you change the status to "Open".

    • "Open" - This is the status were data can be changed and case tasks can be completed.

    • No fields can be updated when the Status is "Closed" or "Canceled". The system will let you change the status of the case and it is still possible to enter electronic signatures.

    • Status changes are controlled by the status authorization matrix. Status changes can be freely applied, but returning to "Requested" from the other three is not allowed.

    • Status changes will automatically be stored on the Event Log tab.

  5. Equipment - A case does not have to concern equipment and therefore this field is optional. However, if follow-up work orders must be created against the case, you must select the equipment for that work order here.

    Once the work order is created the system will not try to keep them synchronized; meaning the equipment on the work order and on the case can be changed independently.

  6. Type - System Codes type entity "CXTP". There are currently two system codes:

    1. The System Type * can be used for and generic case types as required.

    2. The System Type ‘RCA’ is dedicated to root cause analysis.

      There is virtually no difference between these two system types other than that certain fields may be populated on the case header for the RCA type and this type is also the default type used on the Root Cause Analysis screen, which is a clone of the Case Management screen with screen design dedicated to a root cause analysis. And because it is a clone it offers the same exact functionality as the Case Management screen, meaning it does not require a section in this brief. We will however describe how you could do a root cause analysis with the case management functionality.

  7. Department - Department overall responsible for the case. Defaults from the Equipment that is selected.

  8. eSignature Fields - When you click the eSignature icon the eSignature popup will appear. Enter your username, password and select a Signature Type. If this gets validated OK, the system:

    • Fills in the eSignature fields on this screen.

    • Creates electronic archive records for the case.

    • Adds a record to the Event Log tab.

    Electronic signatures may also be required at certain Status changes. However, this depends on the eRecord Setup.

    The following case detail fields also exist:

  9. Location - Defaults from the selected Equipment, but can be changed freely.

  10. Service Code - The Service Code serves as a template case. Selecting a Service Code will bring in many fields from that Service Code onto the case, like Type, Class, Priority, Cost Code, Regulatory and Total Estimated Costs. On top of that, if the service code has one or more Case Tasks associated these will also be copied to the Tasks tab of the Case Management screen. Tasks are copied along with any related comments, documents, and checklists.

    If the Service Code is updated and the new Service Code has Case Tasks associated as well then the existing Tasks will be replaced. Note that the system will warn you if you already made changes to existing tasks.

  11. Priority - System Codes entity ‘JBPR’.

  12. Event Start / End Date - Date and time that best represents the moment the underlying event for the case started and ended.

  13. Regulatory - Identifies if the case regards a regulated event. This indicator is for information only purposes.

  14. Follow-up Required - Identifies if the case needs follow-up. This indicator is for information only purposes.

  15. Total Estimated Costs - Enter the cost estimate.

  16. Total Calculated Costs - Displays the current cost total of all follow-up work orders associated to the case and any of the case tasks. If Calculated Costs Refresh Required is selected the value in this field is inaccurate. Click the Refresh Cost Data button to get the current actual costs.

  17. Some indicators that let you know the case is related to safety or the environment. These indicators are for information purposes only:

    1. Hazardous Material

    2. Safety Consequences

    3. Environmental Consequences

  18. Deep Dive - This check box changes the list of tasks associated with the case. The regular case would go through a set of tasks based on the selected service code. Once you select this checkbox and save the case, the system will add deep dive tasks to the list of tasks already present. Tasks may be inserted anywhere in the list of existing tasks based on their assigned Sequence and Step. The tasks that will be added are determined by the selected Deep Dive Service Code of the case organization (see Organizations screen) and may include additional task comments, documents, and checklists. Added tasks may also influence the scheduled and requested start and end dates of the consecutive tasks depending on the setting of the Organization Option CASECASC (automatically cascade scheduling dates for tasks). Deep dive tasks can also be removed again simply by unselecting the Deep Dive check box and saving the case record. On the Tasks tab, the added deep dive tasks are marked for easy identification by a new protected check box that is also called Deep Dive.

  19. A case can be a completely stand-alone event, or it can be related to other entities in HxGN EAM. An injury case could be related to a mistake in a permit to work, a building permit case could be related to a project, etc. The following references can be established:

    1. Parent - A case is related to another case.

    2. Work Order - A case is related to a work order. If the case was created from a work order, (Source Type will indicate this) this field will be protected.

    3. Permit to Work - A case is related to a permit to work.

    4. Shift - A case is related to a shift.

    5. Project - A case is related to a project.

    6. Campaign - A case is related to a campaign.

  20. Linear Reference Fields - These fields work similar to those on the work order. If the selected Equipment is linear, the fields become available and will get a default values assigned from the equipment. If the selected Equipment is not linear, these fields will be clear and protected.

    The Case Tracking fields that are important:

  21. Responsible - Employee responsible for the case.

  22. Responsible Name - Name of the person responsible for the case. Defaults from Responsible, but can be overwritten. This could also be a person from outside the company.

  23. Responsible E-mail - E-mail address of the person responsible for the case. Defaults from Responsible, but can be overwritten. This could also be a person from outside the company.

  24. Prepared By - Employee that prepared the case.

  25. Prepared By Name - Name of the person that prepared the case. Defaults from Prepared By, but can be overwritten. This could also be a person from outside the company.

  26. Prepared By E-mail - E-mail address of the person that prepared the case. Defaults from Prepared By, but can be overwritten. This could also be a person from outside the company.

  27. Assigned To - Employee assigned to the case.

  28. Assigned To Name - Name of the person assigned to the case. Defaults from Assigned To, but can be overwritten. This could also be a person from outside the company.

  29. Assigned To E-mail - E-mail address of the person assigned to the case. Defaults from Assigned To, but can be overwritten. This could also be a person from outside the company.

  30. Sched. Start Date - The date and time that work on the case should commence. If the organization of the case has a Calendar Group associated and this group has a Calendar Period that is flagged as Internal Office Hours then the system will verify that you picked a valid working time. So if the office hours are from Monday to Friday from 9 am to 5 pm, you cannot select a Saturday to start working on the case or Monday night at 8 pm.

  31. Sched. End Date - The date and time that work on the case should be finished. Adheres to the same rules for office hours as the Sched. Start Date. Note that if Organization Option ‘CASECASC’ is active and one or more tasks are associated to the case, this field will be protected and automatically determined.

  32. Req. Start Date - The date and time that work on the case is requested to start. Adheres to the same rules for office hours as the Sched. Start Date.

  33. Req. End Date - The date and time that work on the case is requested to end. Adheres to the same rules for office hours as the Sched. Start Date.

  34. Service Request - Reference to the service request (Call Center screen) that initiated the case.

  35. Source Type - Indicator that tells you whether the case was initiated by a work order from the Work Order screen or by a service request from the Call Center screen.

    The following fields can be used to create a follow-up work order:

  36. WO Description - This will be the description of the follow-up work order. Even if you have entered Standard WO, this description will still be used. If this field and Standard WO are both blank the case description will be used for the work order.

  37. Standard WO - Standard work order template for the follow-up work order.

  38. WO Type - Type of the follow-up work order.

  39. WO Class - Class of the follow-up work order.

  40. WO Priority - Priority of the follow-up work order.
    Note: Type, Class and Priority are also available on the standard work order. If supplied here they will supersede the value selected on the standard work order.

  41. WO Status - Status of the follow-up work order. If not provided the released status will be used.

  42. Task Plan - Task Plan of the work order activity. This field will only be used if Standard WO is blank, meaning the standard work order has the priority. This Task Plan may include Jobs and Plan Labor.

  43. Job Plan - You can select a certain Job within the selected Task Plan. Rather than all jobs of the task Plan, the created work order will only have the selected job attached. Only available for certain Task Plans.

  44. Trade - Trade of the activity. Not used if a standard work order is supplied. Also not used if the entered Task Plan is enabled for enhanced planning.

  45. Estimated Hours - Estimated hours for the activity. See also additional remark under Trade.

  46. People Required - People required for the activity. See also additional remark under Trade.

  47. Follow-up WO - Reference to the created follow-up work order.

    And if you use case management for root cause analysis the following fields are likely useful to you:

  48. Fields to collect cost information of the failure like Downtime Cost, Downtime Hours, Total Costs, and Lost Productivity Hours can all be used to identify the impact of the failure.

  49. Fields to describe and clarify what happened. A Problem Description field where you can describe What Happened and one for the Solution. Additionally, there are 5 Why fields. Five whys is an iterative interrogative technique used to explore the cause-and-effect relationships underlying a particular problem. The primary goal of the technique is to determine the root cause of a defect or problem by repeating the question ‘Why?’ five times. The answer to the fifth why should reveal the root cause of the problem. This technique laid out by Taiichi Ohno is to ask ‘Why?’ exactly five times, to find exactly one root cause. In practice, this may not always be true or practical. But the option is available, and you can use it for your purpose if desired. An example of a problem is a vehicle that will not start.

    1. First Why? – The battery is dead.

    2. Second Why? – The alternator is not functioning.

    3. Third Why? – The alternator belt has broken.

    4. Fourth Why? – The belt was well beyond its useful service life and not replaced.

    5. Fifth Why? – Vehicle was not maintained according to the recommended service schedule. This is a root cause.

    Source for the five whys: https://en.wikipedia.org/wiki/Five_whys

  50. And in the Root Cause Work Order Details section of the screen, you will find all the work order closing codes. These fields will be copied from the selected work order if the case Type is Root Cause Analysis. Otherwise, for all the other case types they can be filled in manually, but the system will not attempt to copy them from the work order in that case. Fields available in this section are Problem Code, Failure Code, Action Code, Cause Code, Failure Mode, Symptom, Tactical Cause, Human Factor, Workmanship, Human Oversight, Method of Detection.

  51. Additionally, the system will display equipment reliability numbers in the Equipment Reliability section of the screen. The field values from the r5reliability table will be used for this. Data will be displayed for the selected Equipment but only if the case Type is Root Cause Analysis.

  52. Buttons:

    1. Create Follow-up WO - This button will create the follow-up work order. See above for more details on how the system will create the follow-up work order.

    2. Refresh Cost Data - This button will refresh Total Calculated Costs.

    3. Translate WO Description - This button will bring up a pop-up window on which the entered WO Description can be translated. If the WO Description is used to create the follow-up work order it is best to do this before you click Create Follow-up WO.

    4. View All Comments - This button will bring up the comments pop-up where you can view all comments associated with the case and any of the case tasks. Comments can be viewed only, but the button gives fast and easy access to all comments.

  53. Standard Tabs - Data on these tabs will be protected if the status of the case is closed or canceled.

    1. Comments

    2. Documents

    3. Translations

    4. eRecords

Department security is implemented on the Case Management screen. When a case is closed or canceled no changes can be applied on this screen or on any of the tabs. Exceptions are the Status field, the eSignature icon and the Event Log tab. When a case is requested it depends on Source Type. If the field is populated no changes can be applied either, until the status is changed to open. If Source Type is blank however, the requested status is no different than the open status.