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Symptom and Diagnosis Areas

When a device is repaired, two things are recorded on its repair line, and each is chosen from a short list that you maintain:

RecordsWho says itExample
SymptomWhat is wrong, as the customer describes itThe customerPower supply / No power
DiagnosisWhat was found and handled, as the technician sees itThe technicianDefective component / Replaced DC capacitor

Each list has two levels:

  • An area says where: Power supply, Display, Battery (symptoms); Defective component, Wiring, Software (diagnoses).
  • A code says what, inside one area: No power, Does not charge; Replaced DC capacitor, Reflashed firmware.

A code always belongs to one area. Set these lists up before you start recording repairs, so the choices are ready on the repair line. Consistent choices let you spot patterns later, such as which faults come back most often.

Opening the pages​

Go to Service management > Setup and choose:

  • Service repair symptom areas
  • Service repair diagnosis areas

The two pages work in exactly the same way. Each needs its own privilege: read to see it and create to add, change or delete (for example read service repair symptom areas and create service repair symptom areas). Ask your system administrator to grant them to your role (see Roles). The privilege covers both the areas and their codes.

What you see​

On the left, the list of areas, with a Code and a Description. The toolbar and the editing rules are the same as for Service object groups.

Select an area and a panel opens on the right with its codes. Drag the panel's edge to resize it. Close it with the cross; it opens again when you select another area.

Add an area​

  1. Select New, type a Code and a Description, and select Save.

The code of an area follows the usual rules: 1 to 20 letters, digits, hyphens or underscores, saved in capital letters, unique among areas, and it cannot be changed afterwards. The description is required, up to 200 characters.

Add codes to an area​

  1. Select the area in the list. The panel on the right shows its codes.
  2. At the bottom of the panel, type a Code and a Description.
  3. Select Add code.

Rules for a code:

  • The same format as an area's code (1 to 20 letters, digits, hyphens or underscores; capital letters; fixed once saved).
  • It must be unique within its area. Two different areas can each have a code OTHER.
  • The description is required, up to 200 characters.

If you select an area that has not been saved yet, the panel asks you to save it first.

Change or remove a code​

  • Edit description (the pencil): change the text, then confirm with the tick or cancel with the cross. The code itself stays.
  • Delete code (the bin): confirm in the dialog. If you removed a code by mistake, you can add it again. A code that is recorded on a repair line of an order cannot be removed; you see a message with the number of repair lines that use it. Remove or change those repairs first.

Delete an area​

Select the area row and choose Delete, then confirm. Its codes are deleted with it. An area that is already used on repair lines cannot be deleted; you see a message with the number of records that use it.

If something goes wrong​

You seeWhat to do
This area already has the code …Choose a different code, or edit the existing one.
The code must be 1 to 20 letters, digits, hyphens or underscores.Remove spaces and symbols, and shorten the code.
This code no longer exists. Refresh the page.Someone else removed it. Refresh the page.
The code … is recorded on … repair line(s) and cannot be removed.Repairs on orders use this code. Remove or change them first, or keep the code.
The codes could not be loaded.Refresh the page and try again.

Good practice​

  • Symptoms are the customer's words, diagnoses are yours. Keep them apart: "does not charge" is a symptom; "replaced the charging IC" is a diagnosis.
  • Start with four to six areas that match how your shop thinks about a device, and add codes as real jobs need them. A long list is harder to choose from than a short one.
  • Use readable codes: NO-POWER, NO-PICTURE, CAP-REPLACED.
  • Add an Other code in each area so a technician is never stuck. Review what lands in Other now and then and turn recurring cases into codes of their own.