Manage Break-Fix cases

Manage Break-Fix cases by submitting equipment failures, resolving them in the workspace, and responding to proposed resolutions.

For more information on managing Break-Fix cases, see

• Submit Break-Fix Cases through Portal or Mobile
• Resolve Cases in Workspace through HQ Agents
• Respond to resolutions through Portal or Mobile

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• Submit Break-Fix Cases through Portal or Mobile
  Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.
• Resolve Cases in Workspace through HQ Agents
  Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.
• Respond to resolutions through Portal or Mobile
  Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.