Create a product non-conformance case

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Create a non-conformance case for the products that have issue using the playbook experience.

    Before you begin

    Role required: Quality Issue Management Admin, product non-conformance resolver (sn_mfg_qm.product_non_conformance_resolver) or product Non-conformance Submitter (sn_mfg_qm.product_non_conformance_submitter)

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > List > Product Non Conformance Case > All > New.
      The guided Product Non Conformance Case playbook displays.
    2. Create a non-conformance case.
      1. Select Install Base.
        The account associated with the install base item is displayed.
      2. Select Continue.
    3. Understand the issue
      1. Examine the product details.
        1. On the Product Details form, fill in the fields.

          For a description of the field values, see Product details form

        2. Select Save, to save the product details.
        3. Select Assign to me, to assign the case to self.
        4. Select Continue.
        The Issue Details activity window displays.
      2. Manage the issue details.
        1. On the Issue Details form, fill in the following fields.
          Field Description
          What Description of the problem or incident in clear, concise terms.
          Where Location of the issue.
          When Timeline of the issue. This includes when it was first detected, when it occurred, and the duration of its impact.
          Why Underlying causes of the issue.
          How Details of how the issue occurred and how it was resolved.
          How much Number of parts or customers affected.
        2. Select Save to save these values.
        3. Select Continue.
      3. Manage the documents.
        1. Select Add file to attach documents.
        2. Select Mark Complete.
        When you select Mark Complete, all activities in Understand the Issue are marked complete. The Apply correction and Batch containment activities display simultaneous.
    4. Apply a correction.
      1. Select the Apply Correction activity.
      2. Select Add to add new correction action.
      3. Select edit to view and edit the correction actions form.

        You can add Correction actions form and CoPQ expense line form details.

      4. Select the Create work order activity.
        You can add Work order form details.
      5. Select Save.
      6. Select Continue>Mark complete.
    5. Apply a batch containment.
      1. Identify the impact.
        1. Select Add.
        2. On the Create new Impact asset, fill in the following details.
          • Issue
          • Status
          • Asset
          • Install base
        3. Select Save.
        4. Select Continue.
      2. Apply the containment.
        1. Select Add.
        2. On the Containment actions form, fill in the Containment action form details.
        3. Add the Expense line details.
          • Description
          • CoPQ Type
          • Asset
          • Amount
        4. Select the Map impacted assets.
        5. Select Add file, to add any attachments.
        6. Select Save.
        7. Select Mark Complete.
    6. Manage the Outcome.
      On per-closure checklist, review all the details. It shows the activities that are completed or pending.
      Note:
      You can edit any activity, if it is pending. All the pending activities will be in red.
      1. Manage the Pre-Closure Checklist activity.
        1. Select Create quality investigation.
        2. Select Continue.
      2. Finish the process.
        1. Select State.
        2. To close, select Closed complete.
        3. Select Resolution code.
        4. To close, select Solved.
        5. Add Resolution notes.
        6. Select Close.