Observation Applicabilities
Observation Applicability enables administrators to control which observations are displayed during service processes based on the Installed Product associated with a Work Order, Case, or Service Request. This ensures that only relevant observations are displayed to users, improving diagnostic accuracy, service efficiency, and data consistency. Administrators can create, edit, or delete Observation applicability entries to define which Solutions should be available for different Installed Products.
How Observation Applicability Works
When an Investigation is created from a Work Order, Case, or Service Request, the system identifies the Installed Product associated with that record. Each observation can include applicability entries that specify the Product, Product Line, Product Family, or relevant Custom Field values for which the observation is applicable. The system compares the Installed Product properties with these applicability entries and displays only the observations that meet the matching criteria.
Product Applicability Rules determine whether the system filters observations based on the properties of the Installed Product. When these rules are enabled, the system compares the Installed Product properties such as Product, Product Line, Product Family, or relevant custom fields with the applicability entries defined on each observation.
Observation applicability entries are optional. Observations can exist without applicability entries.
• If there are no product applicability rules enabled, all observations are considered applicable, whether or not applicability entries are defined.
• If product applicability rules are enabled, the system displays only those observations whose applicability entries match the properties of the Installed Product. Observations that do not have applicability entries are not displayed when matching rules are enabled.
Administrators can configure Product Applicability Rules. For more information, see
Product Applicability Rules.
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