Managing Investigation from a Service Request
As a Remote Service Engineer (RSE), you can manage investigations to document, track, and resolve issues identified during a Service Request (SR). Using the Investigation widget, you can capture Observations, identify Root Causes, and record Solutions directly within the Service Request. This helps maintain a complete record of diagnostic findings, supports faster service response, and promotes collaboration across the service team. When a Service Request leads to a Work Order, the Investigation feature ensures that all findings, diagnoses, and corrective actions are consistently recorded and linked to the relevant Installed Product.
This enables RSEs to:
• Capture detailed diagnostic information at the Service Request stage before on-site service begins.
• Ensure investigation continuity when the Service Request progresses to a Work Order.
• Maintain data consistency across all related transactions for the same Installed Product.
Managing investigations from a Service Request enables you to:
• Capture diagnostic information at the service stage: Investigations allow you to record Observations, Root Causes, and Solutions at the Service Request stage, ensuring issues are well-documented and enabling a seamless transition to field service activities.
• Ensure data integrity and continuity: All Investigation data remains linked to the Installed Product and is carried forward when the Service Request leads to a Work Order.
• Improve service coordination: Field Service Engineers (FSEs) or other team members can view and update the same Investigation, reducing duplication and improving issue resolution efficiency.
To manage an investigation from a Service Request:
1. Locate the required Service Requests by searching in the sidebar or selecting it from the Service Requests tab, and then click the Service Request number to open it.
The selected Service Request page is displayed.
2. Select the Investigations tab.
The Investigations tab displays sections for Observations, Root Causes, and Solutions associated with the Case. You can add, edit, or remove dictionary items such as Observations, Root Causes, or Solutions as needed.
3. Review the updated investigation details.
The system automatically saves your changes, and the Investigation becomes part of the Service Request’s record and service history.
Related Topics