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Service fault overview
Overview
Service Fault organizes locations, symptoms, causes, and solutions into a searchable fault tree. Fault records can reference products, equipment, and work orders. Engineers can diagnose issues from structured data or enter new details on site. After review, approved content can be added to the fault tree.
After the service fault plug-in is enabled, data maintenance and use are two interdependent tasks: only maintaining the fault tree cannot directly query it, and the applicable product or equipment range must be specified through service faults and service fault details.
Core concepts
| Data | Function | Prerequisites for use |
|---|---|---|
| Fault location | Describe the equipment part or module where the fault occurred | The source data indicates that this field is optional |
| Fault phenomenon | Describe the anomaly observed by the user or engineer | As a phenomenon node in the fault tree |
| Cause of the fault | Explain the cause of the phenomenon | Connect to the corresponding fault phenomenon |
| Troubleshooting | Record recommended solutions | Can be associated with knowledge base records for knowledge recommendation |
| Service fault | Define a set of fault data and its applicable scope | You must specify a product or asset scope |
| Service fault details | Bind parts, phenomena and other nodes in the fault tree to service faults | Only available in work orders and other scenarios after being referenced by service faults |
Data maintenance and application link
- The administrator enables Service Fault in Service Pass > System Settings > Business Plug-in.
- Maintain the fault location, fault phenomenon, fault cause and fault solution in the fault tree. When the amount of data is large, use import templates for batch maintenance.
- Create a new service fault, select the applicable product or device, and add service fault details from the fault tree.
- Engineers can query the fault tree by product or device in Fault Self-Check on the Web or App, or add structured records from the fault tree in the Service Fault Record of the work order.
- Engineers can enter faults that aren't in the fault tree as text. When fault review is enabled, the system creates a review record the next day.
Application scenarios
| Scene | Entrance | Visible results |
|---|---|---|
| Engineer fault location | Web: Service Pass > Service Fault Query > Fault Self-Check; App: Service Pass > Fault Self-Check | Select the product or equipment to view the fault tree composition |
| Work order record fault | Create or edit the service fault record of the work order, click Add from fault tree | Automatically bring in product, equipment and fault information to form a structured record |
| Quick query on the details page | Fault self-check component in the work order, product or equipment details | View the existing fault tree data of the product or equipment on the details page |
| Knowledge-assisted maintenance | Knowledge recommendations in fault tree query results | View knowledge records associated with fault solutions |
The fault query entrances of the Web and the App are different; the source data only states that the fault recording operation under the work order is also adapted to the App, but does not explain that all Web components have corresponding entrances in the App.
Fault review process
Use fault review when an on-site fault isn't in the current fault tree. Engineers can enter the location, symptom, cause, and solution as text.
The system creates a fault review record the next day. After approval, the system can:
- Add the reviewed content to the fault tree.
- Write the structured location, symptom, cause, and solution back to the service fault record.
When fault review is disabled, text entries are not added to the fault tree automatically. Handle them through your organization's process.
Usage boundaries and restrictions
- The fault location is optional data, but the fault tree must be associated with the service fault and the applicable product or equipment range before it can be applied in queries and work orders.
- The fault tree filtering in the work order relies on the product or equipment information that has been maintained in the work order; when the information is missing, it cannot be filtered according to this condition and the related information cannot be automatically brought in.
- Fault Self-Check does not appear on every detail page by default. Add it to the work order, product, or equipment layout and maintain a fault tree for the applicable record.
- Knowledge recommendation is an optional basic setting. Only when Service Fault Knowledge Recommendation is turned on and the knowledge record is associated with the fault solution, the query results will display the recommended entry.
- Fault review is optional. The reviewer and subsequent workflow depend on your organization's review configuration.