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Case Problems

Overview​

Pilot automatically identifies 6 types of case problems:

  1. Did not ship by the ship date
  2. Did not ship by the due date
  3. Did not return from outsource on time
  4. Cases with additional steps that are late
  5. Cases with production steps that are late
  6. Cases with production steps that failed QC

A case can have more than 1 problem, and Pilot provides tools to identify, search for, and resolve cases with problems.

Setup​

  1. Navigate to Admin -> Settings -> Case Problem Types
  2. Select which types you want Pilot to identify and notify you about

Problem types in settings

Case Problem Icons

Take note of the icons that each problem has - they will be shown as a column on cases search table.

Finding Cases with Problems​

There are multiple ways to find cases with problems

Dashboard -> Action Items​

Navigate to Dashboard and check out the Action Items section. Clicking on any of the rows in the box in the screenshot below will take you to the cases search table with appropriate filter views set for you.

Case Problems -> Action Items

Case Search Table​

Alternatively, you can navigate to Cases search table and find all cases with unresolved problems.

Case Problems -> Cases search table

Resolving Problems​

The problems are resolved in one of two ways:

  1. Manually
  2. A case is shipped

To resolve a problem manually, navigate to the case with problems and open the Activity tab on the right side. You will see all case problems and the buttons to resolve them.

Manually Resolve Case Problems