Cases can be created through a trip or a flight log and are a way to document service issues.
This article will detail:
How to create a case
What the most common use cases are
How to manage/resolve a case
Where to locate a list of all submitted cases
CREATE A CASE
Access a trip or flight log to create a case
Click Add New
Fill in the required information and click save
Cases can be created from the iOS and Android pilot mobile app.
COMMON USE CASES
Common uses for case management are to track situations occurring in regards to a trip such as Maintenance, Weather, and Services. Below will detail specific examples of how to report that data.
Maintenance Related Case
Case Type: Maintenance
Use Case: While on a charter trip, the aircraft assigned suffered a mechanical and the operation will need to send another aircraft in its place to recover the trip for the passengers on the affected legs.
Additional Fields: The organization would like to denote which aircraft was impacted, what kind of a mechanical event was it, if passengers have been notified, and what maintenance plans are for the impacted aircraft moving forward.
This is how the user would fill the case out within the trip. As you can see the fields within the red box below are the additional fields required by the case type, Maintenance.
Weather Related Cases
Case Type: Weather Enroute
Use Case: While enroute to their destination the flight encountered harsh weather conditions and needed to divert to another airport
Additional Fields: The case requires that the date and time of the incident be recorded as well as who the pilot flying was, what action the crew took and what was the affected airport.
This is how the user would fill the case out within the trip. As you can see the fields within the red box below are the additional fields required by the case type, Weather Enroute.
Trip Services Related Cases
Case Type: Trip Service Failure
Use Case: While on a trip the catering that was ordered for the passengers failed to fulfill the full order. The crew members were submitting a case to convey to the flight operations team what was missing and how this affected their customer's trip in order to address the failure with the vendor.
Additional Fields: This case requires that the crew pick a trip service from the provided list, denote what was the date and time of the requested service if there was an aircraft assigned to the service, and who was the PIC.
Once submitted the case would look like something like this. As you can see the fields within the red box below are the additional fields required by the case type, Trip Services Failure.
MANAGE/RESOLVE A CASE
To manage or resolve a case, first, go to the Case Management search page from the main menu.
To resolve a case click on the name in the case list. In the upper right corner of the case click on resolve. When you resolve the issue you will be prompted to select a resolution type and enter a description of the resolution and click Save.
CASE MANAGEMENT SEARCH
Create filters in the Case Management search page to be able to search quickly and efficiently by checking the desired filters and clicking "save" at the bottom of the screen. Once the filter has been saved, it can be selected from the drop-down for future use.
To save a search, click on Save and then enter the name for the search and click "save". Be sure Create New is selected.
Note: Search through the filtered case list using the "search bar" at the upper right corner.
Some other search examples are:
1.) All cases assigned to specific personnel with a due date time frame.
2.) All cases by case type. Case Types are defined by the operation in Global Settings > Case Management.