Service Fault Management

Service Fault Management refers to a process and methodology for monitoring and resolving service faults. It enables organizations to promptly detect, diagnose, correct, and prevent service faults, ensuring smooth business operations while enhancing customer satisfaction and trust. Its value is demonstrated in the following aspects:

• Improved Service Quality: By implementing service fault management, issues can be identified and resolved in a timely manner, preventing business disruptions and customer dissatisfaction, thereby elevating service quality.
• Cost Reduction: Service fault management allows organizations to respond and address faults quickly, minimizing their impact on operations and reducing associated costs and losses.
• Enhanced Efficiency: Establishing and executing service fault management processes improves fault resolution efficiency while reducing manual intervention and errors.
• Strengthened Customer Trust & Loyalty: Timely resolution of customer issues and efficient service delivery through fault management fosters greater customer trust and loyalty, improving overall customer experience.

Next, let’s explore how to maintain service fault data in the system.

1. Service Fault Data Maintenance

Plugin Activation Path: Service Connector → System Settings → Business Plugins → Enable the Service Fault plugin.

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After enabling the plugin, service fault data must be maintained. Follow these steps:

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1. Maintain Fault Tree Structure Data:
   • Define fault components (optional), symptoms, causes, and solutions. The system automatically generates a fault tree based on this data.
   • Note: After configuring the fault tree, you must specify the applicable product/equipment scope (Step 2).
2. Maintain Service Fault & Sub-objects:
   • Link products to the Service Fault object and bind fault components/symptoms (from Step 1) to the Service Fault Sub-object. This completes the fault management dataset, which can be applied in Work Orders, fault tree queries, and other scenarios.

1.1 Maintain Fault Tree Data (Recommended: Bulk Import)

Due to the complexity of fault tree data, we recommend using the import function.

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After preparing the data, proceed with the import.

Manual data entry is also supported (similar to creating new objects).

1.2 Maintain Service Fault & Sub-object Data

Step 1: Create a Service Fault record and specify the applicable product/equipment scope.

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Step 2: Add Service Fault Sub-objects by selecting from the fault tree.

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Select fault components/symptoms and save.

For large datasets, consider importing:

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Tip: Check “Include Sub-objects” to import both Service Fault and Sub-object data simultaneously.

2. Applying Service Fault Data

Once configured, service fault data can be utilized in multiple scenarios:

2.1 Fault Locator Tool for Engineers

Web Path: Service Connector → Fault Query → Self-Diagnosis. Select a product/equipment to view its fault tree.

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App Path: Service Connector → Self-Diagnosis.

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2.2 Logging Faults in Work Orders

Engineers can quickly record service faults in Work Orders, enabling structured storage for analysis (e.g., fault frequency, MTBF, MTTR).

Click “Add from Fault Tree” to select relevant faults:

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Note: Filter faults by the product/equipment linked to the Work Order. The system auto-populates product, equipment, and fault details.

This workflow is also available in the App.

2.3 Quick Fault Lookup for Work Orders/Products/Equipment

Add the “Fault Self-Diagnosis” component to Work Order, Product, or Equipment layouts for rapid fault identification.

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2.4 Knowledge Base Integration with Fault Trees

Link knowledge articles to fault solutions for quick technician reference.

Step 1: Enable “Fault Tree Knowledge Recommendations”:

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Step 2: Associate knowledge articles when defining fault solutions:

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Result: Recommended knowledge appears in fault tree queries.

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3. Adding Unlisted Faults in Work Orders

If a fault isn’t predefined, engineers can log it manually. After approval, the system updates the fault tree and Service Fault records.

Configuration:
Service Connector → System Settings → Service Fault → Basic Settings → Fault Review. Enable this to allow ad-hoc fault logging.

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Workflow:
1. Engineers submit text-based fault details.
2. The system generates a review ticket overnight.
3. Approved faults are added to the fault tree and structured into Service Fault records.

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