Investigations in a Service Request
As a Remote Service Engineer (RSE), you can manage investigations to document, track, and resolve issues identified during a Service Request (SR). Using the Investigation widget, you can capture Observations, identify Root Causes, and record Solutions directly within the Service Request. This helps maintain a complete record of diagnostic findings, supports faster service response, and promotes collaboration across the service team. When a Service Request leads to a Work Order, the Investigation feature ensures that all findings, diagnoses, and corrective actions are consistently recorded and linked to the relevant Installed Product.
This enables RSEs to:
• Capture detailed diagnostic information at the Service Request stage before on-site service begins.
• Ensure investigation continuity when the Service Request progresses to a Work Order.
• Maintain data consistency across all related transactions for the same Installed Product.
Managing investigations from a Service Request enables you to:
• Capture diagnostic information at the service stage: Investigations allow you to record Observations, Root Causes, and Solutions at the Service Request stage, ensuring issues are well-documented and enabling a seamless transition to field service activities.
• Ensure data integrity and continuity: All Investigation data remains linked to the Installed Product and is carried forward when the Service Request leads to a Work Order.
• Improve service coordination: Field Service Engineers (FSEs) or other team members can view and update the same Investigation, reducing duplication and improving issue resolution efficiency.
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