Installed Product Source Configuration
Administrators configure Installed Product Source settings to control how the Installed Product is selected when a new Investigation is created. The Installed Product is required for applying rules to Observations, Root Causes, and Solutions. It also ensures accurate reporting, traceability, and consistent workflows across different data models.
You can configure up to three sources for each transaction type: Case, Work Order, and Service Request. The system processes the sources in the order listed and populates the Installed Product field on the Investigation record with the first valid Installed Product returned.
You can select from two types of sources:
• Lookup field: Any standard or custom lookup to the Installed Product object, such as Component SN or Product Serial Number.
• Related list: A set of records linked to the Investigation that contains an Installed Product lookup, such as Service Products or Work Details.
Installed Product Evaluation Rules
The system processes each source in priority order.
• If a related list contains multiple Installed Products:
◦ The system sorts the list by Last Modified date, most recent entry first.
◦ The first item in the sorted list is used to populate the Investigation record.
◦ The UI displays an Installed Product picklist for user selection.
• If the Installed Product is derived from a related list, a reference to that list item is saved in the corresponding lookup on the Investigation record.
• If no source returns a valid Installed Product, the Installed Product field remains empty.
Default Configuration
Each object type has one default source:
• Case: Serial/Lot Number (SVMXC__Component__c)
• Work Order: Serial/Lot Number (SVMXC__Component__c)
Administrators can edit the default source and add up to two additional sources per object.
Related Topics