You can define and manage dictionary values for Investigations, including Observations, Root Causes, and Solutions, and set up applicability rules that determine how these values relate to products. You can also configure the Installed Product Source for Cases, Work Orders, and Service Requests to ensure accurate data capture during Investigation workflows.

Administrators can manage the master data required for Investigations by maintaining accurate, up-to-date Observations, Root Causes, and Solutions; defining their applicability across Products, Product Lines, or Product Families; and creating, editing, or hiding entries individually or in bulk to ensure consistent and reliable investigation records.

To view and edit the Investigation configuration, navigate to ServiceMax Setup > Investigations.

Administrators can: