Guided Troubleshooting

Guided Troubleshooting is used for creating interactive and guided troubleshooting work orders. When answers are provided during the work order creation process, guided troubleshooting helps dictate the outcome to:

• Help users solve the issues to potentially reduce unnecessary work orders
• Add more details to the work order that technicians may need while onsite
• Reroute issues to a more appropriate Trade, Category, or Priority to ensure it is resolved by the right technician
• Adjust the NTE amounts based on a more detailed scope of work

When in action, guided troubleshooting determines how a work order should be established based on the answers provided. When configured on the Issue List, it serves as way to help:

• Control work order request
• Reduce time spent on work orders
• Save money

Configuring Troubleshooting Tips Column 

First, adding information on the Troubleshooting tips column serves as the primary source that starts guided troubleshooting. The questions are designed to help technicians understand the problem to ensure any repair or maintenance is done correctly or it continues on with guided troubleshooting. Some troubleshooting questions that could potentially be added can include:

• What material is used on the exterior?
• Roughly how big is the hole?
• Can you see the interior from the hole?
• What color is the ceiling?
• Does the parking lot have more than one pothole?

Configuring Overrides Columns

Depending on configurations for the specified work order, answers from the troubleshooting tips column can lead to answering additional guided troubleshooting questions where 4 different overrides can change the type of work order submitted. The overrides columns are located and configured on the Fields tab of the Issue List. The overrides consist of:

• Trade: Changes the trade for a work order
• Priority: Changes the time needed for a work order
• Category: Changes the classification for a work order
• NTE: Changes the cost for a work order
• Label: Changes the label on a work order
• Provider Rank: Changes the provider on a work order
• Status: Changes the status upon work order creation
  
  

Configuring Additional Columns

The guided troubleshooting questions continue when information is added into the Header column. Individual questions that support the outcome of what happens to the work order when answers are given. In the Options column, you are supplying the different answers for the header question. Depending on the question-type, the Type column allows you to verify the question-type. You can decide whether you want it to be text-based, selection-based, or a date selection on the calendar, by typing text, select, or datepicker in the column. Each line will require its own Id to ensure accuracy when determining which questions are required for guided troubleshooting. The Id column separates each line with a specialized id which includes a number for its own identity. For instance, the question-type could be text-based and if it's the first text-based question, the Id would be text1. If there is continuation in the guided troubleshooting, the Next Question column is used to control which question appears next and/or whether the guided troubleshooting is complete. You add the specific Id column name to move forward with the questioning and/or use the word end if questions are no longer required. All answers and processes can trigger the overrides and therefore, can change the trade, priority, category and/or NTE for a work order.

For example, a Header question might include, Is the leak causing damage throughout the entire location? Since the question-type is selection-based, the Id column would be Select1. Therefore, the Type column for the line is Select. The Options column would have Yes, No as the selection answers for the question. If the answer is yes, information may be added into the PriorityOverride that has the word Emergency column and changes the work order priority from its original 3-Day timeframe to complete the work order. This may trigger the NTEOverride which changes the cost from its original NTE of 300 but due to more work needed to resolve the repair, the column has 1500. If the answer is no, this may not change any of the original information regarding trade, priority, category, and NTE.

Configuring Message Column

For certain work order creations, a message may appear in the troubleshooting tips page This is used when guided troubleshooting is not the best method to resolve a matter. For example, a television set is damaged and can no longer be used. When a work order is created for that television repair, instead of going through the guided troubleshooting process, a message appears indicating you to talk to your manager about placing an order for a new television set. In many, it can be used for dangerous and serious inquiries. For example, if a fire is currently taking place at a location, the message appears by saying, evaluate the building and call 911 for fire.

These types of messages appear under the Message column on the issues tab. It is skipping the rest of the work order creation and providing information about what should be done instead. You will only see those types of messages when a work order is not the best solution.