| # Solution Control (tsclm3140m000) Use this session to view, define, and maintain a list of solution details for a specific item's problem. Note The solutions are listed in descending order of their success rates. To display the item's solution control diagram, on the appropriate menu, choose Solution Control - Tree. Item The code of the item that the problem relates to. Description The name or description of the item. Problem The code of the actual problem. Problem The description of the actual problem. Solution The code of the expected solution. Note You can list more than one expected solution for a given problem. Solution The description of the solution. Required Activity The action required, as determined by the service/support engineer, to solve the call. Success Rate The number of times the expected solution was also the actual solution for the item/problem combination. Note Every time the solution is accepted in the Call (tsclm1100m000) session as a solution for the item/problem combination, LN increments this number by one. Required Activity The name or description of the required activity. Solvable by Customer 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. Checklist The name or description of the checklist. Solution Control Text If this check box is selected, an associated solution control text is available. Related topics Text (additional) |