Answering Interactive Troubleshooting Questions and Resolving Messages

    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 of 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).

    How to answer Interactive Troubleshooting Questions

    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 Cancel. A service provider will not be dispatched to your location, and your company will not be charged for the visit.
      • If the interactive troubleshooting did not help you solve the problem: Ensure all questions and details are entered appropriately, and then click Next to continue entering your work order.

    How to resolve Messages

    Messages

        1. In the Troubleshooting section, read the Message carefully and perform any related tasks.
        2. Click Cancel. You will not be able to submit a work order.