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You can set up troubleshooting guidelines that help technicians solve problems when providing service. For example, guidelines might be a list of steps to perform a repair, or a series of questions to ask about the items. After you set up troubleshooting guidelines, you can assign them to service item groups, service items, and items. There's an inheritance hierarchy for guidelines. If you assign them to a service item group, the items included in the group inherits the guidelines unless you specify them for the items. Similarly, service items inherit guidelines from items.
Set up troubleshooting guidelines
- Select Search (Alt+Q)
in the upper-right corner, enter Troubleshooting, and then choose the related link. - Fill in the fields as necessary. Hover over a field to read a short description.
Assign troubleshooting guidelines to items, service items, or service item groups
- Select Search (Alt+Q)
in the upper-right corner, enter Items, Service Items, or Service Item Groups, and then choose the related link.
- Choose the relevant entity, and then choose the Troubleshooting action.