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Certain problems may require self-troubleshooting first, before submitting a work order. An example is when a circuit breaker appears to have blown but, after further investigation, just needed to be reset. This is called Interactive Troubleshooting, and it allows you to resolve specific issues on site, sometimes without the need for a service provider.

Other problems may not require troubleshooting, but rather immediate action. An example is when a pipe breaks and a major flood is occurring; an emergency plumber should be called instead of submitting a work order. Your system administrator may configure a Message that displays who to call during that emergency.

Note

Your ServiceChannel configuration determines if and how Interactive Troubleshooting Questions or Messages are used, and for which problem(s).

Answering Troubleshooting Questions

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title⦿ How to Answer Interactive Troubleshooting Questions

  1. In the Troubleshooting section, read the Interactive Troubleshooting Questions presented, and perform any related tasks.
    • On questions requiring an answer, use the text boxes, radio buttons, or drop-down menus provided.
  2. Choose the appropriate action, as determined by the results of the Interactive Troubleshooting Questions:
    • If the interactive troubleshooting helped you solve the problem: Click the Problem Solved button. A service provider will not be dispatched to your location, your company will not be charged for the visit, and data is collected for Analytics in the Work Order Avoidance Dashboard.
    • If the interactive troubleshooting did not help you solve the problem: Ensure all questions and details are entered appropriately, then click Next to continue entering your work order or Previous to ensure the correct information was entered.


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