Troubleshooting

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To help DPS users (e.g. technicians, machine operators) solve a problem, remedies can be proposed in relation to an event.

In this guide you will see how to configure remedies for events.

The more problems an end-user can fix by it-self, the more a technician can focus on the real important things.
For this reason, we suggest you to start from creating remedies for FAILURE and ANOMALIES events that end-users can fix on their own, and then focus on more technical events.

Defining Remedies

In order to define remedies you must:

  1. Enter the definition of an event, for instance a FAILURE, for which you want to define remedies.

  2. Locate the Remedies section.

  3. Press the Add Remedy button under the table.

  4. Edit the Title and the Description, and press Save.

You can sort the remedies by dragging them up and down the list.

When defining remedies, the Name of the remedy should be concise and evocative, here are some suggestions:

  • Start with an action verb to indicate what the user should do.

    Example: "Tighten Loose Screws" instead of "Loose Screws Fix"

  • Keep it short (10/15 words maximum) but descriptive enough to avoid confusion.

    Example: "Restart the Machine to Reset Sensors" instead of "Restart Machine"

  • Use appropriate language according to the target user.

    Example: "Clear Paper Jam" (general users), "Remove obstruction from Feed Rollers" (technicians)

  • Keep names uniform for easy recognition across events.
    The same remedy could be used by different events.

Note that other than the name, you can specify the Technical Description which is a text/html containing more details about what the user must do (e.g. header sections, bulleted lists, images and more).

Displaying Remedies

By using the Thing Troubleshooting widget, you can display remedies directly into the event details page.

The widget can also be placed outside the context of an event, such as directly into a tab of the Thing Definition view.  In this case, the widget will display for each active event all available remedies.