To Do a Self Diagnosis

Self Diagnosis enables you to use scripts to assist you with identifying solutions for common issues.

Scripting enables the guided resolution of potentially complex, or simply recurring problems. Customers select a predefined Problem category and are led step-by-step through a series of questions and answers.

Files such as documents and diagrams can be attached to specific parts of the script to better enable customers to solve their Problem.

A script consists of a sequence of questions about your particular issue. It takes you through the sequence based on the answer you selected for each question. At the end of each question, you receive advice on how to deal with that particular stage of the process. The aim of the scripts is to assist you in resolving the Problem. Scripts are set up by your system administrator in infraEnterprise.

To use scripts for your self diagnosis, follow these steps:

  1. Select Self Diagnosis from the menu options. The Self Diagnosis Scripts page is displayed.
  2. Select your script from the pre-defined Script Name list.
  3. Click OK. A list of questions and corresponding responses for the selected script are displayed.  
  4. Select the appropriate question and corresponding response.

For each option listed in the script, the AND/OR text field is displayed. The AND/OR field enables you to add additional information to your response. You can provide either a clarification to listed response you have chosen, or define a "different" option if none of the listed options fits your response. In each case, the text specified in the AND/OR field becomes part of the accumulated script dialog that can be passed on to any call logged from the script.

Click the Next option. Repeat steps 3 and 4 until the message Script Complete is displayed.

Use the Back option to go back to the previous screen.

  1. The selected questions and responses are displayed in the Dialog section. Advice based on your selection is also displayed. You may log an incident if the advice does not resolve your issue. To log an Incident, click on the Log An Incident button.

If you click on the Log An Incident button, the script dialog is automatically added to the Description field for the new call. The Type field, however, is not populated with the type configured for this script. The issue type linked to a script is only used to filter a script within the main application when an officer selects this call type within the Call Details window.

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