alva/felsokning/docs/modules/case-brief.md

Module: The case brief

Canonical version. Swedish: case-brief.sv.md.

Purpose

When a new technician takes over an ongoing case, they should become productive in under a minute, without having to read the whole history.

The system automatically generates a structured summary of the case, updated continuously.

This is not a chat but a living case in which the system maintains an up-to-date working picture at all times.

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Example

Object

Volvo XC60 D4 2019 Registration ABC123 Customer: Anders Svensson

Customer's description

The car vibrates at around 88 km/h. The symptom occurs only while driving.

Checks performed

• ✓ Tyre pressure checked
• ✓ Wheel torque checked
• ✓ DOT codes documented
• ✓ Four wheels photographed
• ✓ Road test carried out
• ✓ Balance weights checked

Observations

• The right front tyre shows uneven wear.
• No obvious damage to the rims.
• The vibration is felt mainly in the steering wheel.
• No change under acceleration.

Not checked

• Radial runout
• Driveshafts
• Wheel bearings
• Four-wheel alignment

Recommended next step

1. Measure radial runout.
2. Check the driveshafts.
3. New road test.

Total working time

2 hours 14 minutes

Reliability

• 🟢 Customer details verified
• 🟢 Images documented
• 🟢 Measured values recorded
• 🟡 Root cause not yet verified

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The role of the analysis

The system should not merely summarise the history but also keep track of the case's current position. When a new technician joins, it should be able to answer questions such as:

• "What is left?"
• "What is most likely worth checking next?"
• "Which tests have already been performed?"
• "Are there any contradictory observations?"
• "What needs verifying before we go further?"

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Collaboration

This is built as a genuine multi-user system. Each case becomes a workspace in which several people can take part.

Example:

Case #45281
Responsible:  Anna
Participants: Johan, Erik, Lisa

• Everyone sees the same information in real time.
• All images end up in the same case.
• All measured values end up in the same log.
• All comments are timestamped.
• All generated summaries update automatically.

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Shift change — handover in one click

At shift change the technician simply presses Hand over work. The system then generates a handover report automatically.

The incoming technician receives:

• what the customer experiences,
• what has already been done,
• which measurements exist,
• which images have been taken,
• which conclusions can be drawn with high confidence,
• which questions remain unanswered,
• the recommended next step.

Nobody has to read through hundreds of chat messages.

The same function is used for escalation: when a technician leaves their shift or escalates a case, a short briefing is generated automatically containing:

• current position,
• verified facts,
• remaining work,
• risks or uncertainties,
• recommended next steps.

This lets the next technician carry on almost immediately, which is especially valuable in larger workshops and service organisations where several people work on the same object across different shifts.

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Architecture

The module fits a multi-tenant SaaS architecture well:

• Tenant = workshop or service organisation.
• User = technician, supervisor, workshop manager, administrator.
• Case = a shared workspace with common context.
• Model context = a structured, continuously maintained summary of the case, used for briefing and guidance.

The last point matters: the model should not have to read the entire history every time someone opens a case. Instead a structured case summary is maintained and updated after every relevant event. That makes the system faster, cheaper to run and more consistent, while the full log still remains for audit and export.