Notes on Dictionary Items
Capture free-form context on individual dictionary items under Observations, Root Causes, and Solutions, so investigation findings, decisions, and follow-up information stay attached to the right item and travel with it across Cases, Service Requests, and Work Orders.
Notes allow users to record contextual details for individual dictionary items. You can add, edit, and view notes for dictionary items under Observations, Root Causes, and Solutions. You can use notes to document findings, clarify decisions, or capture additional information that does not belong in structured fields such as Observations, Root Causes, or Solutions.
Use notes to:
• Record initial findings during troubleshooting
• Explain why a root cause was confirmed or ruled out
• Document validation or verification steps for a solution
• Preserve investigation context for future reference
Use Case
Preserving diagnostic context across a Case and Work Order
Role: Remote Service Engineer
An RSE at Iniscope International troubleshoots a Soniscape SSI 1000 at Life Line hospital and needs to record imaging calibration readings and ambient test conditions that do not fit into the structured Observation fields. The RSE adds these details as a note directly on the relevant Observation. When the Case escalates to a Work Order, the FSE at Life Line reviews the same Observation and its note before the site visit, avoiding repeated questions and cutting diagnostic time on-site.
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For a full list of scenarios where Investigations support service workflows, see Use Cases for Investigations.
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