Assign and manage cases

This article explains how to create, assign, track, update, and resolve non-compliance cases in BriqSafe. It is intended for users who review cases at a location and the team members responsible for follow-up work.

Note

Cases require the Assisted Escalations feature. If your organisation's plan does not include it, the Cases tab shows an upgrade notice instead of the case list.

Open the Cases list

1. Open Locations and select a location.
2. Select Cases.
3. Use the Status and Severity filters to narrow the list.
4. Select a row to open the case details.

The list shows the case Number, Title, Status, Severity, Assignee, Created, and Updated. The last three columns can be hidden from the column menu. Cases are available per location; there is no cross-location cases queue.

Case permissions

Role	Case actions
Viewer	Open and read cases, but cannot create, edit, or act on them.
Engineer	Create and edit cases, add follow-up activities, attach files, link assets and systems, and delete cases.
Manager, Admin, or Owner	Assign and reassign cases, close and reopen cases, and link or unlink related cases.

These permissions apply on top of the Assisted Escalations plan. Some buttons may be visible to users who cannot complete the action; the platform refuses the action when it is used.

Create a case manually

Create a case when you find an issue on an asset that needs follow-up and is not already recorded.

1. Open Locations, select the location, and select Cases.
2. Select New Case.
3. In the side panel, select the required Asset and enter the required Title.
4. Select a Severity: Regular or Critical.
5. Optionally add a Description, Parameters, follow-up work under Add activity, and Attachments.
6. Select Create Case.

The case starts with status Open and is unassigned. Severity defaults to Regular. Starting from an asset pre-fills the asset and hides that field. Attachments added during creation can include up to five files and are attached after the case is created.

Assign a case

1. Open the case and select the actions menu.
2. Select Assign, or Reassign when the case already has an assignee.
3. Select a team member and confirm.

The selected person appears under Assigned To. The assignee list contains users with access to the location. Automatically created cases are unassigned; BriqSafe does not assign them automatically by role.

Track case progress

The case status appears as a status chip in the Cases list and in the case header.

Status	Meaning	How it changes
Open	The case has been raised and no follow-up is linked.	Select Agree to start, or link follow-up work, to move it to In Progress.
In Progress	Work has started or follow-up work is linked.	When all follow-up work is done, the case moves to To Review.
To Review	All linked follow-up work is complete.	A manager can close it. More follow-up work or a new match of the raising rule moves it back to In Progress.
Closed	The case has been resolved.	A Manager, Admin, or Owner can reopen it to Open.

Managers can close a case from any status except Closed, including Open. Closing is not blocked by incomplete follow-up work. A case has one of two severities: Regular or Critical. Severity is separate from status.

Add follow-up activities

1. Open the case and select the Details tab.
2. Under Tasks, select Add task.
3. Under Activities, select one or more activity types and their frequency.
4. If required, choose a visit option under Schedule follow-up visit:

• Select Create a new visit, then enter a Due date. Users who can assign jobs can also select an Assignee.
• Select Add to an existing visit, then select an Upcoming visit.

5. Select Create and schedule, or select Create follow-up when scheduling is switched off.

Users who can schedule jobs see Schedule follow-up visit selected by default. Clear it to link the activities without creating or extending a visit. Users who cannot schedule jobs do not see this section. Linking follow-up work moves an Open or To Review case to In Progress. Closed cases do not accept new follow-up work.

When all case-linked follow-up activities have a completed job, the case moves to To Review automatically and managers are notified.

Update details and evidence

Edit case details

1. Open the case and select the General tab.
2. Edit Title, Problem description, Priority, or Advice.
3. Select Save. Select Reset to discard unsaved edits.

Editing is available to users with case-update rights and is hidden after the case is closed. Connected parameters are edited separately from the Details tab. For an asset-scoped case that is still Open, select Parameters, Edit, choose the parameters, and select Save.

Add attachments

1. Open the case and select the Details tab.
2. Expand Attachments and select Upload.
3. Choose one file. Repeat the upload for each additional file.

JPEG, PNG, WebP, and PDF files up to 10 MB are accepted. Only one file can be uploaded at a time. Files can be downloaded or removed from the Attachments grid. Upload and remove controls require case-update rights and disappear after closure.

Link related cases, assets, or systems

To link related cases, open Details, expand Linked Cases, select Link Case, and choose cases at the same location. Only Managers, Admins, and Owners can link or unlink related cases. The controls disappear after closure.

To link an asset, select Link Asset under Linked Assets, choose one asset, and select Link Asset. To link systems, select Link System, select one or more systems, and select Link systems. The case's own asset is marked Primary and cannot be unlinked.

Close or reopen a case

Close a case

1. Open the case and select the actions menu.
2. Select Close Case.
3. Under Approve Activities, clear any suggested activities that should not be added to the control schema.
4. Optionally enter a Closing Note.
5. Select Close Case.

The case moves to Closed and records who closed it and when. All suggested activities are selected by default. The footer provides the same action as Close with note for an In Progress case and Change status to Closed for a To Review case.

Reopen a case

1. Open the closed case from the Cases list.
2. Use the footer's reopen action to move it from Closed to Open.

Only Managers, Admins, and Owners can reopen a case. Editing, assigning, and follow-up actions remain hidden while the case is closed.

Apply changes to several cases

1. In the Cases list, select the required rows.
2. Select Bulk change in the selection bar.
3. Enable the required sections: Change status, Assign, Add comment, or Schedule follow-up.
4. Apply the change and review the results dialog.

Engineers can use Change status with Start and add a comment. Assigning, closing, and scheduling follow-up require a Manager, Admin, or Owner. Cases that cannot accept the change, such as closed cases, are skipped and reported. A batch containing an assign or close action is refused as a whole.

Delete a case raised in error

1. Open Locations, select the location, and select Cases.
2. Open the case and select the actions menu.
3. Select Delete, then confirm in the Delete Case prompt.

Deletion requires case-delete rights. The case is removed from the list, its attachments are removed, and the deletion is recorded behind the scenes. The action cannot be undone, and the actions menu is hidden after closure. If the case is valid history, ask a Manager to close it with a closing note instead.