Business Use Cases and Solutions
The Investigations module lets service engineers capture troubleshooting details at any service stage—Cases, Service Requests, or Work Orders. By recording Observations, Root Causes, and Solutions, it keeps diagnostic data consistent and available without duplicate entry. Investigations can begin any time and stay linked to the issue throughout the service process, helping teams manage and resolve problems efficiently.
Key business use cases:
• Record issues early, ensuring diagnostic details are captured before field activities start
• Continue Investigations across transactions, preserving findings and reducing manual work
• Linked Solutions to Work Plans for automatic access to tasks and parts
• Reference prior Investigations to speed up resolution and improve service outcomes
• Maintain a complete service history for each Installed Product
Example
A manufacturing company reports a recurring temperature alert through a Case. The Remote Service Engineer (RSE) documents initial Observations and identifies possible Root Causes using the Investigation widget in the Case. When the Case is converted to a Work Order, the system detects the existing Investigation and prompts the user to either continue the Investigation or start a new one. The RSE selects Continue, because the issue is the same.
The Investigation is now associated with the Work Order and all previously recorded Observations, Root Causes, and notes are carried forward. When the Field Service Engineer (FSE) arrives on site, they open the Work Order and review the Investigation to understand the prior diagnostic work. The FSE validates the Root Cause, applies the Solution, and records the outcome. If the Solution is linked to a Work Plan, the associated tasks, parts, and instructions are already available in the Work Order for execution.
This ensures that all diagnostic details, corrective actions, and work instructions remain connected across transactions. It reduces duplicate data entry, improves accuracy, accelerates resolution, and maintains a complete and traceable service history for the Installed Product.