Cases Screen

The Cases screen is the central hub for managing open work across your location. The All Cases tab displays all cases at your location in a single, configurable table. My Cases shows cases assigned to you, and Watching shows cases you have opted to follow. From any tab, you can filter and sort cases, customize which columns appear, and track case status and approval activity.

For filter settings and column customization, see Cases Screen - Filtering Cases and Cases Screen - Column Customization.

The Cases Tabs

All Cases

Shows all cases at your location regardless of assignment. Use this tab to get a full picture of open work, monitor approval status, and act on cases across your team.

My Cases

Shows cases currently assigned to you. Filters and column settings on this tab are independent from All Cases.

Watching

Shows cases you have opted to watch. You can watch any case to follow its activity without being assigned to it. Filters and column settings on this tab are also independent.

Update Case Repair Status

Update case repair status directly from the row. The change updates the milestone classification and is logged to the case.

Milestone Filter

NOTE: This feature is currently available to pilot participants only. If you’re interested in enabling it for your location, contact your PSSM Program representative.

A row of milestone filters appears above the Cases table, each showing the count of cases in that milestone. Select a filter to narrow the case list to all statuses grouped under that milestone. For an overview of milestones and how repair statuses are grouped, see Timeline.

Select the Approval milestone to see all cases in an approval-related status:

The Time on Status column shows how long each case has been in its current repair status. Use the Time on Status column alongside the Approval filter to identify which estimates need immediate follow-up and act on the oldest ones first.

Follow-Up Actions

NOTE: This feature is currently available to pilot participants only. If you’re interested in enabling it for your location, contact your PSSM Program representative.

Key follow-up actions are available directly from the case row so you can respond without opening each individual case. These actions appear as icons in the Fixed Action Column, which stays visible on the right side of the table as you scroll horizontally.

Assign a Case

Locate the Assigned To column on the right side of the case list. It stays fixed as you scroll, so it is always accessible. Open the action for the case you want to reassign, then select the appropriate advisor, foreman, technician, or parts staff member. The assignment is logged, and you stay in the case list.

Add a Note

Open the Add Note action in the same fixed column. Add internal or external notes, select recipients, and use saved responses exactly as you would inside a case. The note is added to the case activity history without opening the case.

Approval Notifications

NOTE: This feature is currently available to pilot participants only. If you’re interested in enabling it for your location, contact your PSSM Program representative.

When a customer approves or declines an estimate, subscribed team members receive a notification. Selecting it opens either the case or the filtered All Cases view, depending on your configuration.

Notification preferences, including delivery channel (Email, SMS, or Dashboard), are managed under User Notification Preferences. Some notifications may be required by your administrator and cannot be disabled, though you can still choose how you receive them.

Administrators can modify notification configurations for their group through Group Settings.