Service cases

A service case is KNX Clarity's word for a ticket. Every case belongs to a project, has a priority, a status, an optional assignee, and an unlimited thread of comments. Use cases for commissioning punch lists, post-handover warranty issues, routine maintenance, and anything else a technician would normally track on a sticky note.

Two views

• Service in the sidebar shows every case across every project in the organisation. Use this as your daily "what's on my plate" view.
• The Service cases tab on a project detail shows only the cases scoped to that project. Use this when you're working through one building.

Both views support the same filters: status, priority, assignee, and free-text search across title and description.

Fields

Field	Values
Title	Required, free text, short.
Description	Optional, free text, long.
Priority	low, medium, high, critical
Status	open, in_progress, resolved, closed
Assignee	Any member of the project's org, or unassigned.
Project	Required. Cannot be changed after creation.

Creating a case

From the project detail:

1. Switch to Service cases.
2. Click New case.
3. Fill in title, description, priority, and optionally an assignee.
4. Click Create.

From the org-wide service list, click New case in the top-right and pick a project from the dropdown before filling in the rest.

Lifecycle

 open  ─────►  in_progress  ─────►  resolved  ─────►  closed
   ▲                  │                                  │
   │                  └──────────────────────────────────┘
   └───────────────────── reopen ◄────────────────────────┘

• open — the case has been created but nobody is working on it yet.
• in_progress — someone has taken it on. Typically set when an assignee accepts the case.
• resolved — the technician believes the work is done. The case is waiting for customer confirmation or internal sign-off.
• closed — the case is fully done and will not be touched again.

You can reopen a closed or resolved case at any time from the ⋮ menu. Reopening moves it back to in_progress and posts an automated comment in the thread.

Assigning

Click the assignee pill in the case header to open a picker of eligible members. You can assign:

• any admin or technician in the project's org
• any service role member (they see it in their filtered view)

Clearing the assignee is allowed — the case goes back to "unassigned" and anyone can pick it up.

Comment thread

The bottom half of the case detail is a chronological comment thread. Everyone with read access to the case can comment. Comments support:

• Plain text (markdown is not rendered)
• Mentions with @name — KNX Clarity expands the mention to the member name and sends a notification to that user
• Inline image attachments via paste — paste a clipboard image and it's uploaded, stored in S3, and embedded into the comment

There is no comment edit or delete in the public beta. If you make a typo, post a correction below; this keeps the audit trail tamper-evident.

SLA and priority

The priority flag is free-form today — there is no automatic SLA timer attached to any priority level. Use it as a visual sort key and a team convention:

• critical — building is down, customer is waiting, drop what you're doing.
• high — pick up today.
• medium — within the week.
• low — when there's time.

Automatic SLA tracking (start clock on open, stop on resolved, alert if exceeded) is on the post-beta roadmap.

Notifications

By default the following service events trigger a notification:

• You are assigned a case.
• Someone mentions you in a case comment.
• A case you created moves to resolved or closed.

See Settings → Notifications to turn individual events off.