Assign and manage cases

This article explains how to assign, track, and resolve non-compliance cases in BriqSafe. It is intended for engineers, managers, and other users involved in managing cases related to assets at your locations.

Note

Required role: Engineer to create and edit cases; Manager, Admin, or Owner to assign, close, reopen, and link related cases.

Creating a New Case

Use this process to record a compliance non-conformity that you have discovered and want to track and remediate.

1. Navigate to Locations and select the location where the issue was found.
2. Go to the Cases tab.
3. Click New Case.
4. In the side panel, enter a Title (required).
5. Select the Severity as either Regular or Critical (defaults to Regular).
6. Optionally add a Description.
7. Select the related Asset.
8. Optionally choose connected Parameters, Suggested Activities, and Attachments.
9. Click Save to create the case. It will have status Open and be unassigned.

Note: The New Case button is visible only to users who have permission to create cases.

Understanding Case Statuses and Progression

Knowing how a case progresses helps track its lifecycle.

1. Cases start in Open status when first raised with no follow-up work yet.
2. Cases move to Active when work begins or follow-up activities are linked.
3. After all follow-up work is complete, cases move to To Review status awaiting managerial review.
4. Finally, a manager can close the case, changing the status to Closed.
5. A manager can also close a case directly from the Open status if no follow-up is needed.
6. Closed cases can be reopened back to Open by managers, admins, or owners if further work is required.

The current status is shown on the case detail status chip.

Important: Closing a case is not blocked by incomplete follow-up work; a manager may close at any point.

Assigning a Case

Note

Assigning or reassigning a case requires Manager, Admin, or Owner role.

Assigning a case gives it a responsible owner for investigation and resolution.

1. Open the case you want to assign.
2. From the actions menu, select Assign or Reassign.
3. In the dialog, select a team member who has access to the location.
4. Confirm the assignment.

After assignment, the case detail will show the name under Assigned To instead of Unassigned.

Note: Cases created automatically by the rule engine start unassigned and are not automatically assigned to anyone.

Adding Follow-Up Activities

Add follow-up activities to define the remediation work needed to resolve a case.

1. Open the case.
2. Go to the Tasks section and click Add task.
3. In the dialog, select one or more activity types (each with a frequency).
4. Optionally tick Apply to linked open cases to duplicate the activities to those cases.
5. Optionally schedule the work as a visit with a due date and assignee. These scheduling options appear only if you have rights to assign and schedule jobs.
6. Confirm to link the activities to the case.

Linking the first follow-up activity moves the case from Open to Active status.

Note: Follow-up activities are control-schema activities and are not checklist items inside the case. Closed cases do not accept new follow-up work.

Attaching Photos and Documents

Add evidence to support case investigation or closing.

1. Open the case.
2. Navigate to the Attachments section and click Upload.
3. Select photos or documents to upload.
4. Uploaded files appear in the list and can be downloaded or removed if needed.

Supported file types are JPEG, PNG, WebP, and PDF. Files must be 10 MB or smaller.

Important: Uploading attachments requires case-update rights.

Linking Related Cases

Note

Linking or unlinking related cases requires Manager, Admin, or Owner role.

Group cases that share a common root cause to coordinate their resolution.

1. Open the case.
2. Go to the Linked Cases section and click Link Case.
3. Select one or more related cases at the same location.
4. Confirm the links.

Links appear in the section on both cases. You can unlink cases from this section as well.

When adding follow-up activities, you can choose to apply them to linked open cases simultaneously.

Closing a Case

Note

Only Managers, Admins, and Owners can close cases.

Close a case to mark it resolved and record how it was closed.

1. Open the case.
2. From the actions menu or the status footer, select Close Case.
3. Optionally add a Closing Note.
4. Review any suggested activities listed and tick those you want to approve into the control schema.
5. Confirm by clicking Close Case.

The case status changes to Closed and the close record logs who closed it and when.

Note: Engineers who can edit cases cannot close them. Closing is not blocked by incomplete follow-up work. A case already closed cannot be closed again.

Reopening a Closed Case

Note

Only Managers, Admins, and Owners can reopen cases.

Reopen a case when the issue was not fully addressed or needs further work.

1. Open the closed case in the Cases list.
2. Click the Reopen action in the detail footer.

The case will move from Closed back to Open status, re-enabling edits, assignments, and follow-up actions.

Editing Case Details

Update the title, problem description, or advice to clarify the case.

1. Open the case.
2. From the actions menu, select Edit Case.
3. Update the Title, Problem description, and Advice fields as needed.
4. Save the changes.

Note: Editing is not available when the case is closed. Reopen the case first if you need to make changes. Connected parameters are edited separately.

Linking Assets and Systems to a Case

Connect additional equipment or systems related to the case.

1. Open the case detail.
2. Click Link Asset or Link System.
3. Select the asset or system to link.

Linked assets and systems appear in their respective sections and can be unlinked if needed.

Note: Linking assets and systems requires only case-update rights, unlike linking related cases.

Finding and Reviewing Cases

View and filter the list of cases recorded against a location.

1. Navigate to Locations and select the location you want.
2. Go to the Cases tab.
3. Review the list showing Title, Status, Severity, Created, and Updated columns.
4. Use the Status and Severity filters to narrow the cases displayed.
5. Click a case row to open its details.

Note: Cases are visible only within their specific location. There is no global cross-location cases list. Users without read permission see a notice instead of the list.

Automatically Created Cases

Understand how the system creates cases automatically.

1. The rule engine raises a case on the first rule match for an asset-rule pair without an open case.
2. The auto-created case links to the triggering Job and starts as Open and unassigned.
3. Subsequent violations of the same rule and asset do not create new cases while one is still open; they can increase the case’s severity.

Important: Auto-created cases are raised immediately on a first match, not after consecutive failures. Failed sensor readings do not create cases automatically but produce draft technical recommendations.

Understanding Case Severity

Cases have two severities: Regular or Critical.

You can set severity when creating a case manually. For auto-created cases, severity is decided based on the overall entity’s situation:

• The case becomes Critical once there are two or more open auto-escalated cases for the entity.
• Otherwise, it defaults to Regular.

Note: There are no other severity levels. Closing earlier cases reduces the count that drives escalation. Severity is shown separately from status.

Bulk Changing Cases

Apply updates to multiple cases in one action.

1. On the Cases list, select the cases to update.
2. Click Bulk change.
3. Choose the sections to apply: Change status (Start or Close), Assign, Add comment, or Schedule follow-up.
4. Apply the changes.
5. Review the summary showing applied, skipped, and failed cases.

Note: Bulk close and assign require Manager, Admin, or Owner role. Engineers can bulk-start, comment, and schedule follow-up but cannot close or assign in bulk. Cases that cannot accept a change (for example, already closed) are skipped.

Deleting a Case

Remove a case created in error.

1. Open the case.
2. From the actions menu, select Delete.
3. Confirm the deletion prompt.

Important: Deletion is permanent and available only to users with delete rights. Delete is hidden once a case is closed. Prefer closing with a note if the case represents real history.

Cases Feature Availability

The Cases tab and case details are available only if your organisation has the paid entitlement for Cases (Silver plan and above).

Without this entitlement, the Cases feature is unavailable to all users, regardless of their role.

Note: Role permissions apply only on top of the entitlement and do not override the paywall.

Role	Key Case Permissions
Viewer	Read-only access to cases; no create, edit, or action buttons visible.
Engineer	Create cases, edit case details, add follow-up activities, upload attachments, link assets and systems, delete cases, bulk-start, add comments, schedule follow-up (except assign or close).
Manager, Admin, Owner	All Engineer rights plus assign/reassign cases, link/unlink related cases, close and reopen cases, bulk assign and bulk close.