The Troubleshooting Header table forms the basis for troubleshooting in the Service Management application area. You set up troubleshooting guidelines to help the technician solve problems that relate to the repair of particular service items and help the service desk personnel solve customer problems. Troubleshooting can also contain a list of questions that have to be asked when you receive a service item.
Troubleshooting consists of a troubleshooting header and troubleshooting lines.
When you have set up troubleshooting guidelines, you can assign them to service items, either directly or by assigning them to service item groups and items. The service item inherits the troubleshooting assigned to the item, and the item inherits the troubleshooting assigned to the service item group.