Administrator

System Administrator

Manages the master data for Investigations by maintaining dictionary items, that is, Observations, Root Causes, and Solutions. Defines Observation, Root Cause, and Solution Applicabilities to control which items are relevant to specific products, product lines, or product families. Configures Product Applicability Matching Rules and Part Settings for Solutions. Sets up the Installed Product Source configuration for Cases, Work Orders, and Service Requests. Enables the Investigation Lightning widget on record page layouts. Imports dictionary items in bulk using CSV upload.

End User

Remote Service Engineer (RSE)

Diagnoses issues remotely using the Investigation widget on Cases, Service Requests, and Work Orders. Captures initial Observations, candidate Root Causes, and proposed Solutions from the filtered dictionary before a field visit is scheduled. Recommends likely replacement parts on the Solution when no Work Plan covers the procedure, so the field engineer arrives on site with a recommended parts list. Adds notes to dictionary items to record diagnostic context that does not fit into structured fields. Continues existing Investigations across related transactions to preserve diagnostic history.

Service Agent

Uses the Investigation widget on Cases and Service Requests to capture Observations during initial issue triage. Updates item statuses and adds notes to document customer-reported symptoms and initial diagnostic findings before escalating to the RSE or FSE.

Field Service Engineer (FSE)

Continues the Investigation on-site from a Work Order and reviews the diagnostic history already captured by the RSE or Service Agent. Adds on-site Observations and validates Root Causes based on inspection findings. Applies a Solution from the dictionary to resolve the issue and records the parts actually used during Work Order debrief. Discards the existing Investigation and starts a new one when the Work Order is corrected to reference a different Installed Product.