| # Solution Control by Number of Solutions (tsclm3541m000) Use this session to display solutions in descending order, that is, from most successful to least successful. For a specific item/problem combination, or for a specific problem, LN lists the applied solutions, and for each solution shows how many times that solution was successful. Item The code of the item that the problem relates to. Description The description of the item. Problem The code of the actual problem. Problem The description of the problem. Solution The code of the expected solution. Note A given problem can have multiple expected solutions. Description The description of the solution. Required Activity The action required, as determined by the service/support engineer, to solve the call. Description The description of the required Activity. Number Of Solutions The number of times the expected solution was also the actual solution for the item/problem combination. Note LN maintains this field. Every time the solution is accepted in the Call (tsclm1100m000) session as a solution for the item/problem combination, LN increases the value in this field by one. Solving By User If this check box is selected, the support engineer can solve the problem. That is, the call-taker does not have to generate a service order or a work order to solve the call. Signal The signal LN displays every time you select this solution to the item's problem. Signal The signal's text, which appears when you select the solution for the item and problem. Checklist The checklist that must be filled out before the call can be set to Solved. Note Checklists are optional. You can select a checklist in the Checklists (tsmdm0140m000) session. Description The name or description of the checklist. Text If this check box is selected, an associated solution control text is available. Related topics Text (additional) Accepting Problem and Solution Use command to accept the problem and solution offered. |