Enabling Lightning Widget for Investigation in Work Order
The Investigation widget allows Remote Service Engineers (RSEs) to add, view, and manage Observations, Root Causes, and Solutions directly within a Work Order, providing a centralized interface to document and track troubleshooting details efficiently. For more information, see Investigations for End Users.
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Prerequisites
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Before enabling the Lightning widget for Investigation, verify that the Work Order has an associated Installed Product. If no Installed Product is identified, the widget cannot be configured, and the following message is displayed: �No matching Installed Product found. Please check IP Source Configuration.�
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To enable the lightning widget for Investigation in Work Order:
1. Open a Work Order record.
2. Go to Salesforce Setup > Edit Page.
The Lightning App Builder page is displayed.
3. In Search Components, search for ServiceMax Investigation.
4. Drag and drop the Investigation component in the required section.
5. Click the added Investigation component to open its configuration panel.
6. Select the required checkboxes in the Page > ServiceMax Investigation section to control which sections appear in the widget.
The following fields determine the visibility of each section:
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Field
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Description
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Show Observations section
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Displays the Observations section in the Investigation component.
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Show Root Causes section
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Displays the Root Causes section in the Investigation component.
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Show Solutions section
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Displays the Solutions section in the Investigation component.
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Solutions: Show Work Plans
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Determines whether the Work Plan column is displayed in the Solutions section of the Investigation component:
• With this option enabled, the Solutions section displays the Work Plan and Parts column.
• With this option disabled, the Solutions section displays only the Parts column.
This option is applicable only for Work Orders.
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You can also configure the Investigation component as a tab in the Work Order layout. If you are adding the Lightning component within a custom tab, ensure that the custom tab (for example, Investigation) is created first, and then drag and drop the ServiceMax Investigation component into that tab. For more information, see Adding Lightning Web Component to Product Page.
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After you save and activate the Lightning page layout, the Solutions section in the ServiceMax Investigation widget on the Work Order record page changes based on the Solutions: Show Work Plans setting, as described below.
Solutions section with the Work Plan and Parts column
Selecting the Solutions: Show Work Plans option adds the Work Plan and Parts column to the Solutions section of the ServiceMax Investigation widget on the Work Order record page. The following figure shows this layout.
Solutions section with the Parts column only
Clearing the Solutions: Show Work Plans option removes the Work Plan and Parts column and leaves only the Parts column in the Solutions section of the ServiceMax Investigation widget on the Work Order record page. The following figure shows this layout.
