Running a Script from a Case or Work Order Using Solution Advisor

Access the Case Entry – Manage {Tab Name} form, Solution tab, or the Service Work Order – Manage {Work Order Name} form, Solutions tab. Click the Search link.

To run a script from a case or work order:

1. Click the Advanced Search link.

2. To search for scripts that are associated with the case or work order, select the Script option.

3. Enter key words in the Script Name and Description fields to assist in searching for scripts that are related to the issue, and choose the type of search for each (Match All,Match Any, or Match Exact).

4. If applicable, in the Item field, enter the item number that is associated with the issue to search for scripts that are also associated with that item.

5. Click Search and scroll to the bottom of the form to review a list of scripts that match the search criteria.

6. To create an instance of the script and associate it with the case or work order, click the ID link.

7. On Runtime for {Script Name}, the system prompts the user with the first question in the script.

8. Choose the answer and click Next to move to the next question in the script.

   As the user progresses through the script, the system records the questions and answers on the left side of the form.

9. At any time during the script run, you can save the information; click the Save and Continue button.

   You can also save the script instance to run at a later time; click the Save for Later button.

10. When you reach the end of a script, the Last Question Message appears, and you can click Finish to save the script instance.