Report #: Q0169

Path: Service > Reports > Chronic Problem Product

Purpose:  From a support perspective, it is important to know if there are systems or products causing repetitive issues.  This report allows users to identify systems or products that have x number of service issues over a date range, indicating that there may be chronic concerns requiring further investigation.  Users may drill into individual incidents (calls), or drill into the Product form.

Filters:

• # of Incidents:  Minimum number of incidents before a product appears in the report
• Start Date: Start date of range
• End Date: End date of range

Report Results:

• Part#: Problem part number (from Product form)
• Part Description: Problem part description (from Product form)
• Ticket #: This column lists all calls related to the problem product.  User may drill into each call from this location, if needed
• Problem:  This column displays the problem description from the individual calls
• Resolution:  The summary line (yellow) displays total number of incidents related to this problem product / system.  The line items (white), below the summary line, list resolutions recorded for each incident -solutions from individual calls

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