Every maintenance team knows the moment a fault is reported. A robot stops, a conveyor jams, an alarm fires. What happens in the hours and days after that moment, however, is where most teams lose time, visibility, and money. With Cases 2.0, WAKU Care brings field service management and ticket handling for maintenance up to a new standard: clearer statuses, a visual planning view, due dates tied to SLAs, richer collaboration, and data that finally shows you where your bottlenecks really are.

Here is what is new, and why it is worth building into your daily workflow.

A Status Workflow That Matches How Maintenance Actually Works

Cases now move through five clear statuses: Reported, Assessed, Started, Resolved, and Archived.

Generic ticketing tools force maintenance work into statuses built for IT helpdesks or sales pipelines. Cases 2.0 does the opposite. "Assessed" gives your team a dedicated step to diagnose a fault, check spare parts, and decide on a plan before committing resources. "Started" makes active work visible in real time, so nobody wonders whether a case is being handled or still waiting. "Resolved" and "Archived" separate a technical fix from the administrative close, which keeps your open case list honest and your reporting clean.

Adopt this by training your team to move a case forward the moment its state changes, not at the end of the day. The value of the whole workflow depends on statuses reflecting reality in near real time.

A Kanban View Built for Visual Planning

Cases can now be viewed as a Kanban board, sortable by priority, reported date, name, due date, and more, with drag and drop to move cases between statuses.

A list of tickets tells you what exists. A Kanban board tells you what needs attention next. Planners and team leads get an instant overview of workload per status, can spot cases stuck for too long in "Reported" or "Assessed," and can rebalance priorities with a single drag and drop instead of editing tickets one by one.

Use the Kanban view as your team's daily planning screen, ideally displayed during shift handovers or morning stand-ups, so status changes are discussed and not just logged.

Due Dates to Track Urgency and SLAs

Every case can now carry a due date, giving urgency and service level agreements a concrete, visible deadline.

Without due dates, urgency lives in someone's head or in a side conversation. With them, it lives in the system, where it can be sorted, filtered, and escalated. This matters most for teams with contractual SLAs toward internal customers or, for OEMs and service providers, toward external customers, where missing a deadline has real cost.

Set a due date at the moment a case is assessed, not as an afterthought. Combined with the Kanban view, overdue cases become impossible to miss.

Comments With File Upload: Every Case Tells Its Full Story

Cases now support threaded comments for discussing root cause, solution ideas, and progress, with file upload for images, videos, and other material directly attached to the conversation.

Maintenance knowledge is too often lost in WhatsApp threads, email chains, or a technician's memory. Comments keep the full history, cause analysis, and solution path attached to the case itself, alongside a photo of the damaged part or a short video of the fault. The next technician who opens a similar case, or the same one six months later, gets the complete picture without having to ask around.

Make it a habit to document findings as comments while working the case, not only in a final close-out note. This is also what feeds WAKU Care's knowledge base of solved cases for future reference.

Insights That Show You Where the Bottlenecks Really Are

New charts surface Throughput, Lead Time, Cycle Time, Time in Each Status, and Time to First Assignment.

These five metrics answer the questions maintenance leads are usually asked but rarely can answer with data: How many cases do we close per week? How long does a case take from report to resolution? How long does actual work take once started? Where in the process do cases get stuck, in triage, in waiting for parts, or in execution? And how quickly does a new case get picked up in the first place?

Review these charts on a weekly or monthly cadence with your team. A rising Time to First Assignment often points to staffing or triage gaps. A growing gap between Lead Time and Cycle Time usually means cases sit idle waiting on decisions or parts rather than on hands-on work. Time in Each Status pinpoints exactly which stage of the process needs attention, turning a vague feeling of being overloaded into a concrete, fixable bottleneck.

Why This Is Worth Adopting Now

Individually, each of these features solves a familiar frustration: unclear status, no visual overview, missed deadlines, lost context, and no data on where time actually goes. Together, they change how a maintenance or field service team works day to day, from reactive ticket handling to a managed, measurable process. Teams that adopt the full workflow, not just the parts they already had before, get the most out of Cases 2.0: consistent statuses feed a meaningful Kanban board, due dates make the board actionable, comments preserve the knowledge behind every case, and the resulting data finally shows where to improve next.

Curious what Cases 2.0 looks like for your team? Book a demo at waku-robotics.com/platform/live-demo.

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