Diagnosis

This chapter explains the Diagnosis functionality which is used to modify the diagnosis information for a service order activity. The information such as the reported problem, expected problem and solution, actual problem and solution codes (and/or description), text fields for the problem and solution and note are displayed. The information specified on this page can be used for problem and solution analysis and statistics.

The Diagnosis page displays these details:

  • Service Order header text.
  • Reported problem. This is the problem (code) as reported by the customer.
  • Expected problem. This is the expected problem as specified by the person receiving the service call.
  • Expected solution
  • Actual problem
  • Actual solution
  • Diagnosis notes
Note: 
  • The Reported Problem, Expected Problem, and Expected Solution are applicable only if the service order activity is linked to a service call. Else, these fields are not visible.
  • The Reported Problem, Expected Problem, Expected Solution, Actual Problem, and Actual Solution are visible only if the Diagnostics field is selected in the General Service Parameter (tsmdm0100m000) session.
  • If the status of the activity is Assigned, Declined or Completed, this page is a display page.
  • You cannot modify notes specified by other service engineers.
  • The Diagnosis page is not available for rental agreement activities.