What is the Case Management subsystem and what is its purpose?
Case Management (abbrev. as TA-CM) subsystem is an issue tracking system developed by Genius Vision in-house, specifically tuned to assist any reported issues to go through a predefined process according to scientific method and information actionability.
Due to the "central managing" nature of Genius Vision software products, which tends to be the final piece of puzzle of an integrated system, many users have confused about the idea of "technical support" and "troubleshooting". The fact that most issues are not reported in the right way makes our staff unable to contribute our effort to solve any of those issues. That's why we designed this subsystem to identify each issue by properly go through a step-by-step method.
In TA-CM, we call each step a state of a case. For troubleshooting cases, they start from state TS_PENDING, and from there, they can move through a variety of state, either by the client, or by GV staff. During the state moving, both the client and GV staff can clearly identify the purpose of each state, and understand what can be done in that particular state.
Transparency of case state schema
For an overview of all case states, you may refer to the case management state schema.
We want to keep our case management process as transparent as possible, so the whole process may look a bit overwhelming. Nevertheless, please be convinced that the process is developed from years of experience to handle problems effectively using limited resources, if applied properly.