Recommending parts for a Solution when no Work Plan exists

A Remote Service Engineer (RSE) at Iniscope International reviews a Soniscape SSI 1000 fault at Life Line where no Work Plan covers the procedure. The RSE adds the likely replacement parts, such as the transducer cable and imaging module, directly to the Solution so the Field Service Engineer (FSE) arrives on site with a recommended parts list. The FSE later records the parts actually used during Work Order debrief, so the Solution remains a recommendation source rather than a debrief record. For more information, see Parts Management for Investigation Solutions.

Preserving diagnostic context on individual dictionary items

An RSE at Iniscope International troubleshoots a Soniscape SSI 1000 at Life Line and records imaging calibration readings and ambient test conditions that do not fit into the structured Observation fields. The RSE adds these details as a note directly on the relevant Observation. When the Case escalates to a Work Order, the FSE at Life Line reviews the same Observation and its note before the site visit, avoiding repeated questions and reducing diagnostic time on-site. For more information, see Notes on Dictionary Items.

Resolving an issue end-to-end from Case to Work Order

Life Line reports a temperature alert on a Soniscape SSI 1000 imaging cabinet through a Case. A Service Agent at Iniscope International logs the call, records the customer-reported symptoms as an initial Observation in the Investigation widget, and escalates the Case to an RSE. The RSE reviews the triage notes, adds candidate Root Causes, and refines the Observations.

When the Case converts to a Work Order, the existing Investigation carries forward with all prior Observations, Root Causes, and notes intact. The FSE reviews the diagnostic history, validates the Root Cause, and applies a Solution. If the Solution has a linked Work Plan, tasks and parts load automatically. If it does not, the recommended parts list on the Solution gives the FSE a head start. The FSE then records the parts actually used during Work Order debrief.

The same continuity pattern applies whenever a service activity spans multiple records. A multi-day repair tracked across follow-up Work Orders keeps a single investigation thread, so the next FSE picks up where the previous shift left off without restating the diagnostic context. The full repair trail stays attached to the Installed Product. For more information, see Continuing an Investigation from a Previous Transaction, Managing Investigation from a Work Order, and Parts Management for Investigation Solutions.

Restricting investigation dictionary entries by product attributes

An administrator at Iniscope International configures Product Applicability Rules so that engineers investigating a Soniscape SSI 1000 see only the Observations, Root Causes, and Solutions relevant to that product. Entries scoped to other product lines do not appear at runtime, reducing noise and preventing engineers from applying the wrong observation, root cause, and solution. For more information, see Product Applicability Rules.

Capturing diagnostic context before scheduling a field visit

A Service Agent at Iniscope International opens a Case for a Soniscape SSI 1000 reporting intermittent imaging artifacts at Life Line hospital and captures the customer-reported symptoms as initial Observations in the Investigation widget. The RSE picks up the Case, reviews the triage Observations, and adds candidate Root Causes before scheduling a field visit. When the issue escalates to a Work Order, the FSE arrives with a complete diagnostic baseline and does not need to start the investigation from scratch. For more information, see Investigations in a Case.

Narrowing dictionary choices to the product under investigation

An RSE troubleshooting a Soniscape SSI 800 at Iniscope sees only the Observations, Root Causes, and Solutions that apply to the SSI 800, based on configured Product Applicability Rules. Entries scoped to other product lines do not appear, keeping the dictionary focused and preventing the engineer from applying a solution designed for a different product configuration. For more information, see Product Applicability Matching Rules.

Accessing predefined repair tasks and parts through a linked Work Plan

An FSE at Life Line identifies the Root Cause for a transducer calibration fault on a Soniscape SSI 1000. The FSE applies a Solution linked to a Work Plan. The associated tasks, parts, and step-by-step instructions load automatically, so the FSE completes the repair without searching for the procedure manually. For more information, see Managing Investigation from a Work Order.

Controlling which parts appear in Solutions without Work Plans

A system administrator at Iniscope International configures Part Settings for the Solution tab in Product Applicability Rules. The administrator enables the product structure filter so that only parts within the Soniscape SSI 800 or SSI 1000 product hierarchy appear when an RSE opens the Add Parts window. Unrelated components from other product lines are excluded, reducing selection errors and speeding up parts entry during active investigations. For more information, see Configuring Part Settings for Solution.

Restarting an investigation after the Installed Product is corrected

A Case for a Soniscape SSI 1000 at Life Line was logged against the serial number the customer first reported. When the FSE arrives on site, the unit actually showing the fault is a different Installed Product because the originally reported serial number was wrong. The Work Order is updated to point to the correct Installed Product, and the existing Investigation is discarded so a fresh Investigation opens against the correct unit. The stale Observations, Root Causes, and Solutions tied to the wrong serial number do not carry forward, keeping the service history accurate. For more information, see Discarding an Existing Investigation.