Knowledge Base

Case Overview

Case Overview provides a centralized view of the information needed to understand and manage a Case. Designed to surface the most relevant details at a glance, it helps users quickly assess the issue, understand its impact, and track progress throughout the investigation and remediation process.

Case Overview includes:

• The issue being addressed
• Impacted devices
• Ownership
• Priority
• Status
• Activities performed during investigation and remediation

By bringing this information together in a single view, the Case Overview helps teams maintain visibility, coordinate efforts, and stay aligned on the current state of the Case. It also provides a complete record of activities throughout the Case's lifecycle, making it easier to review investigation and remediation efforts when needed.

Case fields

Each Case in the Resolution Center provides the following information in its own field:

Activity Log

The Activity Log provides a complete history of actions performed within a Case. It serves as a centralized record of the investigation and remediation process, helping teams maintain visibility into completed work and the Case's current state. The Activity Log helps users understand:

• What happened within the Case
• What action was performed
• When the action occurred

By capturing all relevant activities in a single timeline, the Activity Log creates a clear record of the actions taken throughout the lifecycle of a Case. This makes it easier to review progress, track changes, and understand the sequence of events that contributed to the investigation and resolution of an issue.

Tracked activities

The Activity Log captures key actions and updates throughout the lifecycle of a Case, providing a centralized record of changes, investigations, and remediation activities. Maintaining a complete history of events helps teams understand how a Case has progressed over time and provides valuable context when reviewing past work. The Activity Log records:

• Case creation
• Status updates
• Assignment changes
• Device additions and removals
• Notes
• Remote Control sessions
• Script deployments

As the primary source of historical context for a Case, the Activity Log supports collaboration across teams, simplifies troubleshooting, and helps ensure a smooth handover when ownership changes or additional contributors join.

Notes

Notes provide a way for collaborators and subject matter experts to capture important information throughout the lifecycle of a Case. They can be used to document findings, record decisions, share progress updates, and preserve additional context relevant to the investigation or resolution process.

By maintaining notes within the Case, teams can keep information centralized and accessible to everyone involved. This helps improve collaboration, reduces the need to track information across multiple systems, and ensures that valuable context remains available as ownership changes or additional contributors become involved. Users can add a note at any time while working on a case.

How to add a Note

To add a note to a Case, click the +Add Note button in the upper-right corner. Enter the desired notes in the text field, and then click Save. Once added, notes are visible for all users.

How to review Notes

All notes remain attached to the Case, ensuring important information is preserved and accessible to all collaborators. To review a note, open the case and navigate to the Notes tab.

Remote Control

TeamViewer ONE's Resolution Center lets you initiate a TeamViewer session directly, with the same level of access and support as all TeamViewer connections. This ensures no time is wasted resolving Cases.

How to initiate a remote control session from a Case

1. Open the Case.
2. Select Remote Control.
3. Choose one of the impacted devices.
4. Start the Remote Control session.

If Session Insights are available, links to the generated session information can also be accessed through the Case context.