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Your first case is the foundation of your team’s knowledge base. Follow this walkthrough to document a real operational incident or failure.

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Example: A connector burn failure

Imagine your technical team discovered a connector malfunction on batch #2847. This is perfect case material—it involves a clear symptom, root cause, and corrective action.

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Creating the case

1

Navigate to the Cases section

Log in to FTS and click Cases in the left sidebar. You’ll see an overview of all cases in your workspace (or an empty state if this is your first).
2

Click 'New Case'

In the top-right corner, click the blue + New Case button. A form will appear with fields for title, body, tags, and evidence.
3

Enter the case title

Write a clear, concise title that summarizes the failure. Examples:
  • “Connector burn failure on batch #2847”
  • “Database replication lag during peak load”
  • “Authentication service timeout (2026-04-10)”
Use specific batch numbers, dates, or system names so your team can quickly locate cases later.
4

Write the case body

Describe what happened in structured format:
  • What: Connector overheated and stopped accepting input
  • When: April 10, 2026, 14:32 UTC
  • Where: Production environment, batch processing cluster
  • Impact: 47 units delayed by 2 hours
  • Root cause: Thermal paste degradation + firmware bug in version 3.2.1
  • Fix applied: Updated firmware to 3.2.2, replaced thermal paste
  • Prevention: Monthly thermal inspections added to maintenance schedule
5

Add tags

Enter keywords to make your case discoverable:
  • connector
  • hardware-failure
  • batch-processing
  • thermal
Tags are case-insensitive and can contain hyphens or underscores. You’ll search by tags later.
6

Attach evidence

Click the Attachments section. Upload any supporting files:
  • Photos of the failed connector
  • Thermal sensor logs (CSV or PDF)
  • Firmware changelog
  • Incident timeline spreadsheet
You can drag-and-drop files or click to browse.
Evidence makes your case credible and helps reviewers understand context. Include at least one artifact.
7

Submit the case

Click Create Case at the bottom. The case is now stored in your workspace.
Cases are visible to all members with at least Viewer role. If sensitive, mark it as internal-only using an appropriate tag.

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What happens next

Once submitted, your case enters your workspace’s knowledge base. Depending on your plan:
  • Starter plan: Cases are stored immediately; no review workflow.
  • Team plan: Cases may enter a Review queue if your workspace has Reviewers assigned.
  • Enterprise plan: Cases flow through your custom review workflow with approval gates.
Your team can now search, comment on, and reference this case when similar failures occur.

Invite your team

Troubleshooting

Contact support