Published at: 2026-09-17

Configure service faults

Configure service fault rules to unify fault identification, review and processing.

Overview

Enable the Service Fault plugin, and then maintain fault trees, service faults, and their details. Engineers can use the data only after details reference fault-tree nodes and each service fault defines a product or equipment scope. Fault review is optional.

Before you begin

  • Use a ShareService administrator account, or an account with business plug-in, service fault object and layout configuration permissions.
  • Prepare product or equipment scope, as well as fault location, fault phenomenon, fault cause and fault solution data.
  • If batch import is used, prepare the data template of the corresponding object, and confirm that the association identifiers of the parent and child data are consistent.
  • If fault review is enabled, first determine the review process and handler.

Configuration steps

1. Enable service fault plug-in

  1. On the web, go to ShareService > System Settings.
  2. Find Service Fault in the Business Plug-in area and confirm that the plug-in is enabled; if it is not enabled, follow the page prompts to enable it.
    Service fault business plug-in in ShareService system settings
Enabling the plug-in only opens service fault-related objects and entries, and does not automatically generate the company’s own fault tree data.

2. Maintain fault tree

Fault trees are used to maintain the hierarchical relationship of faults. The data hierarchy listed in the source material is Fault location > Fault phenomenon > Fault cause > Fault solution; the fault location does not need to be maintained.
The configuration guide page for service faults divides maintenance actions into two steps: first maintain the fault tree structure data, and then maintain service faults, service fault details and their associated scopes. Do not skip the second step and go straight to finding the fault in the work order.
Two-step maintenance process in service fault configuration guidance
  1. Enter Fault Tree in the service fault management area.
  2. Select manual addition or batch import according to the amount of data. When the amount of data is large, it is recommended to select Import in the upper right corner of the page.
    Fault tree list and import entry
  3. Select the business object Fault Tree on the import page, select Add new data, download the data template and fill it in according to the template.
    Fault tree import page and data template entry
  4. Enter locations, symptoms, causes, and solutions in the template. Use the parent and child identifiers to create the hierarchy.
  5. Return to the import page to upload the file and start importing. After the import is complete, go back to the fault tree and check the node level and name.
The operation methods of manually adding and creating new objects are the same. Either way, the fault tree data is not yet directly available for work orders, and service faults and their details must continue to be maintained.

3. Create a new service fault and bind the applicable scope

  1. Go to ShareService > Service Fault Management > Service Fault and select New.
    New entry in service fault list
  2. Fill in the service fault name in Basic Information, select Specified Product or Specified Equipment in Applicable Scope, and then add the corresponding product or device.
    Select the product or equipment applicable scope when creating a new service fault
  3. Supplement the person in charge, the department to which you belong and other required information as required on the page.
  4. Click Add from Fault Tree in the Service Fault Details area.
    Add entry from fault tree in service fault details
  5. In the pop-up window, check the fault location and fault phenomenon that need to be applied, and save the service fault after confirmation.
    Select fault location and fault phenomenon from fault tree
Service fault details can also be imported in batches. When the amount of data is large, select Import in the more menu of the service fault list, select Service fault and check Import slave objects at the same time, then select Service fault details and upload the data according to the template.
Import entry in the service fault list
Import service faults and service fault details at the same time

4. Configure fault auditing (optional)

  1. Turn on Fault Audit in ShareService > System Settings > Service Fault > Basic Settings.
  2. Allow engineers to supplement unmaintained text information in the fault tree in the work order service fault record.
  3. After the engineer saves the service fault record containing text fault information, the system will automatically generate a fault audit work order the next day.
  4. After passing the review, the system creates fault tree data and writes the structured data back to the service fault record.
    Additional text fault information in the work order service fault record
    Display text fault field in service fault record
    Fault review application form and review status
The generation time and writeback action of the fault audit are performed according to the source data; the audit role, approval node and notification method need to be confirmed in conjunction with the company’s own approval configuration.

Expected results and verification

  1. Select the configured product or device in the fault self-diagnosis to view the corresponding fault tree.
  2. Create or edit a work order, click Add from Fault Tree in Service Fault Record, and you can filter and bring in product, equipment and fault information.
  3. When fault auditing is enabled, use a test fault that is not maintained in the fault tree to confirm that an audit work order will be generated the next day; after passing the audit, check whether the fault tree and service fault records have been updated.

Notes

  • Only maintain the fault tree without configuring the service fault scope and details, and the fault data will not appear in queries or work orders.
  • The applicable scope of service fault must clearly select the product or equipment; do not regard “specified products” and “specified equipment” as valid scopes at the same time.
  • When importing service faults in batches, check Import slave objects at the same time to process service faults and service fault details at the same time; the parent-child association identification should be checked before importing.
  • Fault auditing is an optional capability, and the text record cannot be regarded as having been written into the fault tree before the audit is passed.
  • The names, personnel, and business data in the source screenshots are only used to illustrate the page structure. The actual configuration is subject to the current tenant fields and permissions.

FAQ and troubleshooting

Fault Self-Check has no data

Check layer by layer according to “Fault Tree Node > Service Fault Details > Product or Equipment Applicable Scope”. If any layer is not associated, the query results may be empty.

The required node cannot be selected for service fault details.

First confirm that the corresponding fault location or fault phenomenon has been created in the fault tree, and then add it from the fault tree. Manual text entry is not a substitute for structured binding of service fault details.

No fault tree is written back after auditing

Confirm that the fault audit switch is turned on, and check whether the fault audit work order generated the next day has been approved. The source material does not explain the automatic write-back rules after review rejection or withdrawal. When encountering such status, it should be handled according to the enterprise approval process.

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