Cases

A case is the persistent record for a single problem. It has its own reference, such as MT-0009, and it keeps everything learned during the investigation, no matter how many people, agents or sessions are involved.

What a case holds

• Reports: what went wrong, kept in the reporter’s own words.
• Evidence: screenshots, observations and the context they were captured in.
• Explanations: possible causes, including the ones that were ruled out.
• Attempts: what was tried and what happened.
• Handoff: where the investigation stands right now and the next sensible step.
• Resolution: the cause, the fix and the evidence that it worked.

Where cases live

Cases are organized inside your account:

• Account: your isolated space in Mike Trace.
• Workspace: a team, product line or client.
• Project: an application or service.
• Case: one problem, investigated start to finish.

Agents are approved per project, so they only see the cases they need.

Why it matters

Because a case persists, an investigation can pause for a day, move between agents or pass to a teammate without losing anything. When the case is resolved, it becomes part of your history: a record of why your systems failed and how they were fixed.