TECH TIP
SUBMITTING TECHASSIST CASE
SUPERSEDES TECHTIP TT-14-009
GROUP: 0-GENERAL
TECH TIP NO: TT-24-004
DATE: 5/15/2024

OVERVIEW: This article will provide dealership
technicians with information on how to open a tech
assist case and discuss what is required when opening
a Tech Assist Case.
Note - The Hino Technical Support Specialists review
the information and data provided by the technician.
The technician needs to clearly describe the customers
concern, provide all diagnostics performed and provide
any questions about the diagnostics or concern.
Accurate information and diagnostics completed will
help the Technical Support Specialists understand the
concern and how to provide an appropriate response.
An example of case is provided within this article.

1. How to Open Tech Assist Case:
Log into Hinonet, select Service > TechAssist > Dealer
Cases. This will direct you to your Dealer’s Inbox. Note
- All cases started by your dealer code will be visible
and can be added to by anyone with access to
TechAssist at your dealer. This will enable multiple
technicians to have access to information sent and
received for any case submitted.

2. Once you have opened the Dealer Cases page
select “Add New Case” at the top left of the page.

3. This will open the new case form. Complete the new
case form by inputting the requested information.
• 17 digit VIN
• Vehicle Mileage
• E-mail Address
• Phone Number
• Select E-mail or Text for notification
• TSB Search Performed Yes or No
• Customer Name
• RO #
• “Customer Complaint” - Briefly describe the
customers complaint and enter any DTC’s from DX
report
• “Issue Description / Diagnosis Performed” – Enter
all diagnostics performed, any relevant information
about the concern and any questions about the
diagnostics or next steps.
• Select Submit once Form is Completed
4. Reviewing Case Before Final Submission:
• Once Submitted, a case number is generated, and
you will be able to attach files to the case. Use the
“Browse” button located under your case text, to
locate the files on your computer. Once a file is
selected click “Attach” to add to the case (add files
one at a time.
• When you are done adding attachments use the
links to exit the page, click Dealer Cases

• You have completed the Tech Assist Case
form. The case will now appear in your dealer
inbox as an “open case.

See Examples Below:

Ted Nugent

[email protected]

Phone:
888-5555555

Ted
Nugent

Form Completed

Dealer Inbox

5. Responding to a Case:
• Once Tech Assist has reviewed and responded to
your case you will receive an Email or text
notification depending on what you chose when
opening the case. DO NOT reply to these
notifications, these are notifications only.
• To respond back with more information, locate your
case, select the Edit Case icon an update as
needed.

•

Once you have added your new information or
attachments to the case select the submit button to
send the information to Tech Assist.

6. Closing a Case:
• Once the repair is completed you will need to close
the case. Add your repair comments and select the
Close Case button.
IMPORTANT
It is the dealer's responsibility to update, close and
maintain their dealer cases based on the requirements
outlined in Dealer KPI and Hino Honors