Review a fallout record

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Review a fallout record to make sure that the detailed information is correct and complete.

    Before you begin

    Role required: sn_fallout_mgmt.fallout_manager, sn_fallout_mgmt.fallout_agent

    About this task

    You select fallout records to review in CSM Configurable Workspace. You can also review and track all fallout records for a specific order by using the Fallouts (n) icon where n is the number of fallouts. This icon appears when you view the related fallout record.

    Procedure

    1. Navigate to All > Fallout Management > Workspace > Configurable Workspace Home.
      Note:
      If you are not currently using configurable workspaces, navigate by using the following path:

      Workspace Experience > Workspaces > Agent Workspace Home.

      To learn more about migrating to configurable workspaces, see Migrate to Configurable Workspace

      If you have an assigned Fallout Manager or Fallout Agent role, the Fallout Management workspace appears. If the Fallout Management workspace does not appear, do the following actions:
      1. From the Configurable Workspace Lists icon (Lists icon.), click Fallouts.
      2. Do one of the following actions:
        • To view all fallout records, click All.
        • To view only those fallout records that are assigned to you, click My Fallouts.
        Note:
        To learn more about creating or updating fallout details, see Update a fallout record.
      3. Select the fallout record that you want to review:
        • To refresh the form, click the refresh (Refresh icon.) icon.
        • To filter existing service orders, click the filter (Filter icon.) icon.
    2. In the Fallout Management workspace, select the fallout record to review by selecting the appropriate tile.

      For information about field descriptions, see the Fallout workspace fields section in .

    Update a fallout record

    Review the detailed information for a selected fallout record to verify that the information is correct and complete. You can change the fallout type, state, or priority. You can even assign it to a specific person to follow up on.

    Before you begin

    Role required: sn_fallout_mgmt.fallout_manager, sn_fallout_mgmt.fallout_agent

    About this task

    If you have a fallout agent role, you can change the state of the fallout records, create work notes in them, or assign them to other users.

    Procedure

    1. On the form, review the fallout record that you selected.
      For information about the field descriptions, see the Fallout form fields section in .
    2. In the Details pane, review the details of the fallout record:
      • To show the Details pane in the full screen, click the show form in full screen icon (Show form in full screen icon.).
      • To show the Details, Compose, Activity, and Attachments panes, click the show form and activity icon (Show form and activity icon.) (default).
      • To show the Activity pane in the full screen, click the show activity in full screen icon (Show activity in full screen icon.).
    3. Select Save.