Investigations for Administrators in 25.2
You can define and manage dictionary values for Investigations, including Observations, Root Causes, and Solutions, and set up applicability rules that determine how these values relate to products. You can also configure the Installed Product Source for Cases, Work Orders, and Service Requests to ensure accurate data capture during Investigation workflows.
Administrators can manage the master data required for Investigations by maintaining accurate, up-to-date Observations, Root Causes, and Solutions; defining their applicability across Products, Product Lines, or Product Families; and creating, editing, or hiding entries individually or in bulk to ensure consistent and reliable investigation records.
To view and edit the Investigation configuration, navigate to ServiceMax Setup > Investigations.
Administrators can perform the following configuration tasks:
• Configure Installed Product Source: Configure Installed Product Source rules to determine how an Investigation’s Installed Product is automatically selected from prioritized lookup or related-list sources for Cases, Work Orders, and Service Requests.
• Manage Investigation Observations: Manage Observation dictionary entries to maintain accurate and complete Investigation data by viewing, adding, editing, deleting, or bulk uploading Observations.
• Manage Investigation Root Causes: Manage Root Cause dictionary entries to maintain accurate and complete Investigation data by viewing, adding, editing, deleting, or bulk uploading Root Causes.
• Manage Investigation Solutions: Manage Solution dictionary entries to maintain accurate and complete Investigation data by viewing, adding, editing, activating or deactivating, deleting, or bulk uploading Solutions.
• Configure Product Applicability Rules in 25.2: Configure Applicability Rules to determine which Observations, Root Causes, and Solutions are displayed for an Investigation by matching its field values to the criteria defined in dictionary entries.
• Enable Lightning Widget for Investigation: Enable the Investigation Lightning widget to allow users to view, add, and manage Observations, Root Causes, and Solutions directly on Work Orders, Service Requests, and Cases.