Faults & Diagnostics Configuration
Set up the three-level fault classification hierarchy for product diagnostics.
Configure a hierarchical fault classification system for product diagnostics under Settings > Faults / Diagnostics. This enables consistent fault recording across your team and feeds into failure analysis reporting.
Three-Level Hierarchy
Faults are organised in three levels: Product Family > Category > Subcategory.
Level 1: Product Families
Group your products into families for fault tracking.
| Field | Description |
|---|---|
| Family Name | e.g. "Powerstation", "Solar Panel", "Battery" |
| Code | Short code (e.g. PWR, SOL, BAT) |
| Description | Optional description |
| Include in Failure Analysis | Include in analytics reports |
| Active | Enable/disable |
Level 2: Fault Categories
Define fault categories within each product family.
| Field | Description |
|---|---|
| Category Name | e.g. "Screen", "Charging", "BMS", "Physical Damage" |
| Code | Short code (e.g. SCR, CHG, BMS) |
| Description | Optional description |
| Active | Enable/disable |
Level 3: Fault Subcategories
Define specific faults within each category.
| Field | Description |
|---|---|
| Subcategory Name | e.g. "Screen not turning on", "Backlight flickering" |
| Code | e.g. SCR_NO_POWER, SCR_FLICKER |
| Description | Detailed description for technicians |
| Severity | LOW, MEDIUM, HIGH, or CRITICAL |
| Warranty Default | UNKNOWN, WARRANTY_LIKELY, or CUSTOMER_DAMAGE_LIKELY |
| Active | Enable/disable |
The Warranty Default helps technicians quickly assess whether a fault is likely covered under warranty or caused by customer damage.
SKU-Product Family Mapping
Under the second tab, assign SKUs to product families so the correct fault categories are shown when diagnosing returns for those products.
- Assign individual SKUs to a family
- Bulk assign multiple unmapped SKUs at once
- Unassigned SKUs will show all fault categories
How It's Used
When a technician adds a fault to an RMA:
- The product's family is identified via SKU mapping
- Relevant fault categories are shown
- Technician selects category and subcategory
- Severity is pre-filled from configuration (can be overridden)
- Fault data feeds into Analytics > Faults & Diagnostics reports