Diagnose and resolve an order task

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 3 min. de leitura

    • As a customer service agent, review, diagnose, and resolve, and close an order task for the service-related issue experienced by the customer.

    Antes de Iniciar

    Role required: admin

    To enable the display of the Diagnose tab and Run diagnostics in the conceptual panel, Test and turn up must be selected in the request type.

    The decision table enables the Test and turn up to configure the trigger for any request definition. This out-of-the-box feature is shipped only for Test and turn up task.

    Por Que e Quando Desempenhar Esta Tarefa

    The order task progresses through several stages from start to closure. It begins with a customer service agent reviewing and verifying the problem. Next is the diagnosis, where system-specified tests are executed to identify the root cause. After the tests, the agent moves to the repair, creating a task to fix the identified issue. The agent follows the instructions in the repair task to address the problem areas. Once the repair is complete, the task is retested to confirm that the issue is resolved. Finally, the order is moved to the next step toward delivery based on the customer's feedback.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon.
    3. Navigate to Order Tasks > All.
    4. Open an order task that is in the New or Open state.
      order task.
    5. Review and verify the order task.
      1. In the Details tab, review and verify the general details for the order task.
    6. Diagnose the order task to identify the root-cause of the problem.

      The decision table can be configured to control the visibility of the Diagnose and Run Diagnostics contextual panel tabs. For more information about decision tables, see Decision Tables.

      1. To generate the test results, select Run diagnostics from the contextual panel.
      2. In the run diagnostics panel, select CI/Service from the drop-down list.

        The drop-down list shows the current product inventory linked to the parent record of order task.

      3. Expand the cards in the Available test suite.
      4. In the manual test, select single/multiple tests.
        In the automated test, selection of test isn’t available. The subflow that is configured for the test group would be invoked.
      5. Select Configure.
      6. In the Configure tests, fill the test-required characteristics form to activate the Run test button.
      7. Opcional: In the test, select an option either to Run test now or to Schedule test for later.
      8. Select Run test.
      9. In the diagnose tab Test results section, select Refresh list icon.
      10. In the diagnose tab, expand the Test results and review the results of the tests conducted in the previous step, checking whether each test is passed or failed.

        The failed tests indicate that the issues causing the order task to be identified and need repair.

        The maximum number of rows to the group is limited to 20 rows. To configure the maximum number of rows more than 20 rows to the group, see Presentational List Usage.

      11. Opcional: Select the View Details icon for a specific test result to review its details.
      12. Opcional: Select the Rerun test icon for a specific test result to run it again.
      13. Select Continue.
    7. Repair the order task by creating a new or automated repair task.
      • Select Generate automated task to automatically create a repair task.
      • Select Create repair task to manually create a customize repair task.
      A Repair task is created for all failed test cases related to the diagnosed order task.
      1. Select the repair task that you want to work on.
      2. In the Resolution task form, review the task details to identify the failed test and then work on those tests to fix the order task.
      3. In the Select field, select an appropriate state from the list to update or close the repair task, such as Closed complete.
      4. Select Save and close the resolution task.
      5. Select Continue.
    8. To view the characteristics values of the order task, select the Order Task Characteristics Values tab.